There's one TfL service I've never blogged about, so let's change that. I came across a Dial-a-Ride depot while wandering the backstreets of Redbridge and wondered whether this is their main base and how does the system actually work and how many accessible buses do they have and is it free to use and could I use it if I wanted or do I have to wait until I'm old and/or infirm? I've sought out some answers. You might find them useful one day.
What is Dial-a-Ride?
It's a door-to-door service for Londoners who can’t use public transport.
It's a low-floor minibus operating a bit like a shared taxi.
It's there to plug the gaps in London's wider public transport provision.
When did it start?
According to an obituary in the Guardian Dial-a-Ride was pioneered by wheelchair user Bryan Heiser while working for Camden council. According to Wikipedia the idea evolved in Greenwich and was originally called GAD-about (GAD = Greenwich Association of Disabled People). Whichever, it started in the 1980s and was later scaled up so that London Transport could apply it across the capital.
Why does it exist?
Not everyone can catch a bus, let alone a train, even if there's a wheelchair space on board. Just getting to the point of departure can be impossible, let alone sitting or standing while aboard, so a door-to-door service can be a lifeline.
Where is it based?
Until 2003 there were six regional setups across London but now it's one centrally operated service. The depot I spotted in Roding Lane South looks like it was once ideally located at the centre of the North East London region. In 2019 this Woodford depot catered for one-third of all Dial-A-Ride trips. I think the other depots are in Maida Vale, Greenford, Palmers Green, Wimbledon and Orpington, but I am happy to be corrected on this.
What kind of vehicles do they use?
In 2019 they used Mercedes-Benz Sprinter, Vario and Vito minibuses along with VW Bluebird low floor minibuses - 305 vehicles in total. However 70% of these weren't ULEZ-compliant so the plan was to update the fleet to full compliance by 2021 with a slightly-reduced total of 276 vehicles. The current fleet consists of 256 vehicles, all Volkswagens.
Is it free to use?
Yes, all eligible Londoners get free membership. That's not a given - for example Hertfordshire's Dial-a-Ride costs £2.10 for the first mile and 50p every mile after.
Can anyone use it?
No. The top line is that you must be a London resident with "a permanent or long-term disability which means you are unable to use public transport". Specifically you need to be on the Higher Rate Mobility Component of Disability Living Allowance, on the Standard or Enhanced Mobility Rate of the Personal Independence Payment, on a Higher Rate Attendance Allowance or a War Pension Mobility Supplement, or be registered blind or partially sighted, or be aged 85 or over. That last category might sound like a lot of people but only 1.5% of Londoners are over 85, a much lower percentage than the national total of 2.5%. Dial-a-Ride is not, and never could be, free door-to-door transport for all.
How do you join?
You have to complete a 16 page form and drop it in the post. The form asks questions like will you be bringing a guide dog and do you weigh more than 16 stone and what's the make and model of your wheelchair and have you used the DLR in the last three months and please explain how your mobility problems make it difficult for you to use public transport and can you photocopy proof of your identity? I bet this puts some people off.
When does Dial-a-Ride operate?
Currently it's 07:00-22:00 seven days a week. It used to be 06:00-02:00 before the pandemic - indeed the current Dial-a-Ride guide still says it is. It's not clear if and when these extended hours might return.
Where can you go?
Not quite anywhere. Trips to the shops, the doctor and the dentist are fine, or to visit family and friends, but not for hospital appointments, school transport or visits to local authority day centres because they have their own transport. At least one end of the journey has to be in London. 'Local' journeys are preferred because it's more likely a vehicle will be available to take you.
How do you book a ride?
By phone or by email. You need to provide quite a bit of information including how flexible you can be on timings. Apparently "phone lines can be busy, so you may find it quicker to email". Ideally you book a day in advance, although some slots may be available (by phone) on the day itself. You can't book more than a fortnight in advance. It's not ideal for spontaneous travel. Family and friends can book on your behalf so long as they have your membership number.
What can you bring with you?
Walking sticks, wheelchairs and motorised scooters; up to two full bags of shopping or one shopping trolley or one average size suitcase; one adult non-member and any dependent children under 16-years-old. You must bring your Dial-a-Ride badge and wear it round your neck.
Are you guaranteed a ride?
No. Before the pandemic about 10% of requests were refused because staff or slots weren't available. This percentage dropped considerably during lockdown, mainly because so few rides were being requested. It's worth noting that return trips require two bookings, so if only one leg is available that's not much use.
What about Taxicard? Taxicard is a similar-ish scheme but using black cabs and private hire vehicles, and you have to pay subsidised fares and there's a limit to how many rides you can take in a year.
Is Dial-a-Ride any good?
Well there's a question. Some say it's hard to make a booking, some say the service can be unreliable, some say it's a fabulous lifeline ...but I don't feel qualified to give a definitive answer. If the service is still operating in 2050 I might find out then.
