Transport for London (TfL) is marking the 10th anniversary of the Sarah Hope Line, a dedicated support service that has helped hundreds of people affected by

fatal, life-changing and traumatic incidents across London’s transport network.

Launched in 2016, the Sarah Hope Line was created to ensure that people impacted by serious incidents are not left to cope alone. Over the past decade, the service has provided tailored, compassionate support to more than 600 individuals and families, offering practical help at what is often the most difficult time of their lives.

The service was established in partnership with Sarah Hope MBE, following her own devastating experience. In 2007, Sarah lost her mother and suffered life-changing injuries alongside her daughter after a collision with a bus. Her campaign for better victim support led to the creation of the Sarah Hope Line, now regarded as TfL’s flagship post-incident care service.

To mark the milestone anniversary, TfL, the Mayor of London and Sarah Hope MBE hosted a commemorative event on 16 February. The gathering brought together people who have been supported by the service, alongside those who helped establish and champion it over the last 10 years. Attendees reflected on the profound difference the Sarah Hope Line has made across the capital — and its importance for the future.

Anyone who contacts the Sarah Hope Line receives support tailored to their individual circumstances. This can include access to trauma counselling, referrals to specialist charities, help with travel costs, assistance with funeral arrangements, and short-term accommodation. The team also supports people who may be seeking help years after an incident, once they feel ready to talk.

The Sarah Hope Line is a key part of TfL’s wider Vision Zero commitment to eliminate deaths and serious injuries on London’s roads and transport network. Through this approach, TfL and City Hall work closely with operators, regulators and partners to investigate serious incidents thoroughly and ensure lessons are learned and shared.

The Mayor of London, Sadiq Khan, 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."

Andy Lord, London's Transport Commissioner, said: "Dealing with the aftermath of a serious incident is a position no one ever hopes to find themselves in and The Sarah Hope Line plays a vital role in offering compassionate assistance to those involved in or affected by a lifechanging or traumatic incident on our network. We are extremely grateful to Sarah for her work with us to launch and run the service, which is central to our commitment to creating a safer transport network for everyone, providing comfort, practical help and a listening ear to people impacted by incidents every year."

The team’s work often extends beyond immediate support. In one case last year, following a referral from the British Transport Police, the service supported the family of a young person who tragically died after a sudden medical episode at a central London Tube station. The team guided the family through unfamiliar processes and helped ensure personal belongings were returned with care and dignity.

TfL continues to strengthen its post-incident care, including publishing its Commitment to Openness, which sets out what people can expect following a serious incident. Post-incident support remains one of the five pillars of Vision Zero, which underpins the Mayor’s Transport Strategy to eliminate all deaths and serious injuries on London’s transport network by 2041.

After 10 years, the Sarah Hope Line stands as a reminder that safety is not only about prevention — but also about compassion, accountability and support when the worst happens. Photo by Matt Buck from London, United Kingdom, Wikimedia commons.