A major new study has revealed significant weaknesses in the way crime and unwanted behaviour are reported across public transport networks, with concerns that thousands of incidents may be going unreported as a result.
Research carried out by London TravelWatch has found that while most passengers say they would report criminal or anti-social behaviour, far fewer actually do so when faced with a real incident. The findings raise serious concerns about victim support, public confidence and the ability of transport operators and police forces to understand the true scale of crime on the network.
According to the research, four in five people say they would report an incident if they experienced one. However, in practice, only two in five victims go on to make a formal report.
The watchdog says shortcomings throughout the reporting journey are discouraging people from coming forward. Victims reported experiencing disinterest from staff, uncertainty about where incidents should be reported, poor reporting experiences and a lack of confidence that any action would be taken.
The report highlights how the current system, involving multiple transport operators, public authorities and police forces, can be confusing and difficult to navigate.
As a result, victims may not receive the support they need following an incident. The lack of reporting also limits the ability of transport providers and policing authorities to identify crime hotspots, understand trends and target resources effectively.
The findings are particularly concerning in relation to hate crime, with underreporting potentially masking the true scale of incidents experienced by passengers.
While London TravelWatch believes long-term reform is needed, including the creation of a single reporting system, the organisation is urging transport operators and policing bodies to take immediate action in three key areas.
More Staff Training and Empowerment
Frontline staff should receive enhanced training to ensure they can provide a compassionate and proactive response when incidents are reported.
The report recommends that employees are equipped to offer support, make appropriate referrals and keep victims informed throughout the process.
Increased Public Awareness Campaigns
London TravelWatch is also calling for more public information campaigns aimed at encouraging reporting and explaining how passengers can report crimes and unwanted behaviour.
Building on existing initiatives, the organisation believes clearer guidance and greater visibility could improve confidence among passengers.
Better Monitoring and Accountability
The watchdog says there must be a more consistent and empathetic approach across all stages of the reporting process.
Recommendations include regular updates for victims and independent monitoring of reporting systems to identify weaknesses and improve performance.
Beyond these immediate improvements, London TravelWatch wants transport operators and policing authorities to undertake a broader review of existing reporting arrangements.
The ultimate goal is the introduction of a simple, accessible and trusted system that provides passengers with a single point of contact regardless of where an incident takes place.
Michael Roberts, London TravelWatch Chief Executive, said:
“This research has been vital in furthering our understanding of the reporting process and its complexities – and it is clear that the process has fundamental flaws that not only prevent people from reporting crimes, but also prevent us from gaining a full picture of the prevalence and type of hate crimes that people sadly experience.
“We now want to see the operators and policing authorities commit to making real change to improve the process for people, starting with the shorter term recommendations we have outlined in this research.”
The report concludes that unless confidence in reporting systems improves, victims will continue to be discouraged from coming forward, leaving many incidents hidden and reducing the effectiveness of efforts to tackle crime across the public transport network.
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