TfL has marked the 10th anniversary of The Sarah Hope Line, the flagship customer incident support service that offers compassionate, practical support to anyone affected by a fatal, life-changing, or traumatic incident on TfL’s transport network.
The Sarah Hope Line was set up in 2016 by TfL in partnership with Sarah Hope MBE, after she tragically lost her mother and sustained life-changing injuries alongside her daughter in a devastating collision with a bus in 2007.
Over the last 10 years, the Sarah Hope Line has provided vital, tailored support to more than 600 individuals and families.
To mark the milestone anniversary, TfL, the mayor of London and Sarah Hope MBE hosted a commemorative event on 16 February. This brought together those who have been supported by The Sarah Hope Line with those who have shaped and championed the service over the past decade.
Anyone who contacts The Sarah Hope Line receives tailored support according to their circumstances. This can include trauma counselling, guidance towards specialist charities and organisations, help with travel costs, assistance with funeral expenses and arrangements, and short-term accommodation.
The team also regularly supports individuals affected by incidents that occurred years earlier, but who are only now ready to seek help.
The introduction of The Sarah Hope Line formed a key part of TfL’s wider commitments to Vision Zero to eliminate deaths and serious injuries from London’s transport system.
As part of this work, TfL and the Mayor of London committed to collaborating closely with regulators, operators and other stakeholders to thoroughly investigate serious incidents and ensure lessons are learned and shared.
Sarah Hope MBE, founder of the Sarah Hope Line, said: “For ten years, the Sarah Hope Line has stood beside people on the hardest days of their lives, offering kindness, compassion and practical help when it’s needed most.
“Every call reminds us that behind every incident is a real person and a family who deserve to be heard and supported — and it gives us hope that together we can build a safer, kinder future. I ask everyone to play their part: stand with us, speak up for reducing danger, and help make London’s streets safer for all.”
Sadiq Khan, mayor of London, said: “The aftermath of a serious incident on our transport network is harrowing, and it’s vital that everyone affected gets professional help when they need it
“The Sarah Hope Line has provided vital support to Londoners affected by serious incidents on our transport network over the past decade, and I want to thank Sarah for her strong campaigning which made this service a reality.
“This service is a key part of our commitment to eliminate deaths and serious injuries from the capital’s transport system, as we continue building a safer and better London for all.”
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