London Overground key statistics - Table 2.14
Annual data (financial year): 2010-11 to 2017-18
Quarterly data (financial year): 2010-11 Quarter 1 to 2017-18 Quarter 4
Due to changes in this franchise, comparisons with earlier years for some metrics should be treated with caution.
Key Statistics
 
Number of employees
Number of stations managed
Passenger journeys (millions)
Passenger kilometres (millions)
Passenger train kilometres (millions)
Route kilometres operated
2010-11
1,142
55
53.5
606.2
4.7
113.1
2011-12
1,171
55
102.6
644.8
5.6
113.1
2012-13
1,211
57
124.6
780.0
6.1
124.0
2013-14
1,129
57
135.7
840.4
6.0
124.0
2014-15
1,157
57
140.1
863.2
6.0
124.0
2015-16¹
1,466
81
183.2
1,237.0
8.1
167.4
2016-17
1,413
81
188.8
1,293.5
7.9
167.4
2017-18
1,440
81
189.8
1,296.4
8.2
167.4
Source: Network Rail, train operating companies and LENNON
Punctuality²
Complaints¹ ³
 
Percentage of trains within
Percentage of trains
Number of
Trains planned
Financial quarter
5 mins
10 mins
significantly
late
cancelled
2010-11 Quarter 1
94.4%
95.9%
0.1%
2.3%
83,476
2010-11 Quarter 2
95.4%
97.1%
0.0%
2.2%
104,440
2010-11 Quarter 3
92.9%
95.6%
0.1%
3.0%
101,015
2010-11 Quarter 4
95.5%
97.5%
0.1%
1.6%
101,665
2011-12 Quarter 1
96.1%
97.6%
0.0%
1.7%
108,783
2011-12 Quarter 2
95.7%
97.3%
0.1%
2.0%
115,075
2011-12 Quarter 3
95.6%
97.5%
0.0%
1.8%
113,818
  
Complaints answered within
Financial quarter
Complaints rate
handling target
10 working days
20 working days
2010-11 Quarter 1
8.7
:
:
82.5 %
2010-11 Quarter 2
6.6
:
:
84.1 %
2010-11 Quarter 3
10.0
:
:
99.6 %
2010-11 Quarter 4
8.0
:
:
99.7 %
2011-12 Quarter 1
3.8
:
:
98.5 %
2011-12 Quarter 2
3.4
:
:
99.5 %
2011-12 Quarter 3
3.0
:
:
100.0 %

2011-12 Quarter 4
95.5%
97.2%
0.1%
2.1%
113,407
2012-13 Quarter 1
95.3%
97.0%
0.0%
2.3%
112,502
2012-13 Quarter 2
96.8%
98.3%
0.0%
1.3%
118,699
2012-13 Quarter 3
96.8%
98.6%
0.0%
1.0%
116,515
2012-13 Quarter 4
95.5%
97.7%
0.0%
1.6%
123,393
2013-14 Quarter 1
96.5%
97.9%
0.0%
1.7%
124,414
2013-14 Quarter 2
96.0%
97.8%
0.0%
1.7%
126,946
2013-14 Quarter 3
94.4%
96.8%
0.0%
2.4%
122,175
2013-14 Quarter 4
96.1%
98.2%
0.0%
1.4%
122,669
2014-15 Quarter 1
96.4%
98.0%
0.0%
1.6%
123,141
2014-15 Quarter 2
95.6%
97.5%
0.0%
1.9%
126,402
2014-15 Quarter 3
94.0%
97.2%
0.0%
1.9%
124,152
2014-15 Quarter 4
93.9%
97.3%
0.0%
1.9%
124,596
2015-16 Quarter 1
94.5%
97.0%
0.0%
2.3%
127,472
2015-16 Quarter 2
94.9%
97.4%
0.0%
1.9%
127,576
2015-16 Quarter 3
93.5%
96.7%
0.0%
2.5%
125,563
2015-16 Quarter 4
94.7%
97.5%
0.0%
1.8%
125,181
2016-17 Quarter 1
94.8%
97.1%
0.0%
2.3%
127,062
2016-17 Quarter 2
95.3%
97.5%
0.0%
2.1%
126,307
2016-17 Quarter 3
94.2%
97.3%
0.0%
2.2%
117,394
2016-17 Quarter 4
93.6%
96.6%
0.0%
2.8%
119,593
2017-18 Quarter 1
95.6%
97.6%
0.0%
2.0%
128,573
2017-18 Quarter 2
95.6%
97.5%
0.0%
2.1%
127,483
2017-18 Quarter 3
93.7%
96.2%
0.0%
3.3%
120,130
2017-18 Quarter 4
92.5%
94.7%
0.0%
4.7%
126,249
2011-12 Quarter 4
3.0
:
:
94.2 %
2012-13 Quarter 1
3.6
:
:
99.2 %
2012-13 Quarter 2
2.8
:
:
93.5 %
2012-13 Quarter 3
2.4
:
:
100.0 %
2012-13 Quarter 4
2.5
:
:
100.0 %
2013-14 Quarter 1
2.7
:
:
83.7 %
2013-14 Quarter 2
2.4
:
:
95.0 %
2013-14 Quarter 3
3.1
:
:
97.6 %
2013-14 Quarter 4
3.4
:
:
93.5 %
2014-15 Quarter 1
2.8
:
:
86.1 %
2014-15 Quarter 2
2.8
:
:
99.9 %
2014-15 Quarter 3
3.1
:
:
100.0 %
2014-15 Quarter 4
2.8
:
:
99.6 %
2015-16 Quarter 1
3.1
76.0 %
83.3 %
97.7 %
2015-16 Quarter 2
3.6
72.4 %
76.9 %
97.1 %
2015-16 Quarter 3
3.8
70.2 %
74.1 %
85.1 %
2015-16 Quarter 4
4.6
57.3 %
61.4 %
81.0 %
2016-17 Quarter 1
2.8
71.2 %
84.2 %
98.3 %
2016-17 Quarter 2
2.4
80.9 %
91.5 %
98.8 %
2016-17 Quarter 3
1.9
55.8 %
73.1 %
97.6 %
2016-17 Quarter 4
1.5
78.3 %
93.8 %
97.8 %
2017-18 Quarter 1
1.2
:
90.1 %
97.4 %
2017-18 Quarter 2
1.3
:
86.2 %
94.2 %
2017-18 Quarter 3
2.1
:
92.0 %
98.3 %
2017-18 Quarter 4
2.3
:
92.7 %
96.8 %
 
Percentage of trains within
Percentage of trains
Number of
Trains planned
Financial year
5 mins
10 mins
significantly
late
cancelled
2010-11
94.5%
96.6%
0.1%
2.3%
390,596
2011-12
95.7%
97.4%
0.1%
1.9%
451,083
  
Complaints answered within
Financial year
Complaints rate
handling target
10 working days
20 working days
2010-11
8.0
:
:
93.3%
2011-12
3.3
:
:
99.8%

2012-13
96.1%
97.9%
0.0%
1.5%
471,108
2013-14
95.8%
97.7%
0.0%
1.8%
496,204
2014-15
95.0%
97.5%
0.0%
1.8%
498,291
2015-16
94.4%
97.1%
0.0%
2.1%
505,792
2016-17
94.5%
97.1%
0.0%
2.3%
490,356
2017-18
94.4%
96.5%
0.0%
3.0%
502,435
2012-13
2.8
:
:
98.1%
2013-14
2.9
:
:
92.5%
2014-15
2.9
:
:
99.8%
2015-16
3.8
67.9%
72.6%
89.1%
2016-17
2.2
71.8%
85.5%
98.2%
2017-18
1.7
:
90.8%
96.8%
Source: Network Rail
Source: Train operating companies
Publication schedule:
Published: 5 July 2018
Next publication date: July 2019
Symbols:
(-)           Operator not in service
(:)           Data not available
(r)          Data revised
(p)          Data are provisional
Revisions
 
For the latest information on data revisions, please see the revisions log: http://www.orr.gov.uk/statistics/code-of-practice/revisions-log
Notes:
¹ On 31 May 2015 a number of services were transferred from Greater Anglia to London Overground. Therefore the 2015-16 data for these operators are not fully comparable with data from previous years.

² The historical data for this measure has been remapped to reflect the franchises as they exist today. 2017-18 data are, therefore, fully comparable with data from previous quarters.

³ From 2017-18 Q1, London Overground and TfL Rail have not provided data on response within their internal complaints handling targets.
For a fact sheet summary, please visit: http://www.orr.gov.uk/statistics/published-stats/statistical-releases
Public performance measure (PPM) shows the proportion of trains that arrive at final destination on time. On time is defined as within five minutes, or within ten minutes for the long distance train operators. For existing TOCs, disaggregated PPM data at the sub operator level are available on the Data Portal.
 
Significantly late refers to trains that arrive at final destination between 30 and 119 minutes late.
 
Cancelled trains refers to both full and part cancellations. A full cancellation is when the train failed to run entirely or ran less than 50 per cent of booked mileage. Trains that arrive over 119 minutes late are counted as full cancellations. A part cancellation is when the train terminated short of destination or started beyond origin. Trains that fail to call/stop at a booked station are counted as part cancellations.
A complaint is defined as ‘any expression of dissatisfaction by a customer or potential customer about service delivery or about company or industry policy’.

As some TOCs carry more passengers than others, we have presented the data as a rate per 100,000 passenger journeys. This is a superior measure to a ratio against passenger kilometres as, no matter how long the trip, a dissatisfied customer will only complain once.

The industry target for responding to complaints is 20 working days. For more information on complaints handling can be found here:
http://orr.gov.uk/statistics/published-stats/statistical-releases
National Rail Passenger Survey results are published by Transportfocus. The results can be viewed here http://www.transportfocus.org.uk/

Other links:
Other data on passenger train kilometres, passenger journeys, passenger kilometres, PPM and complaints data for each year can be found here; http://dataportal.orr.gov.uk/