Uber has announced it is to set up a 24-hour hotline for UK customers and will proactively report incidents to the police, a day after London’s transport authorities announced plans for tighter controls on private hire firms.



The move also comes ahead of a court of appeal hearing where Transport for London will seek to demand that private hire operators should have a phone line – a regulation quashed by judges after Uber forced a judicial review of taxi regulations in 2016.

The ride-hailing app service is still battling to retain its right to operate in the capital, after TfL refused it a new licence, concluding it was not a fit and proper company. Uber’s licence appeal is due to be heard in the spring.

The firm’s UK general manager, Tom Elvidge, said: “With millions of trips across the UK booked through our app each week the safety of riders and drivers using Uber is a top priority.



“Over the last few years we’ve led the way with pioneering technology which enhances safety, like GPS tracking of every trip and our two-way rating system.



“But we recognise we can use our technology to go even further in setting a higher standard for private hire and other transport options.

“After listening to feedback from drivers, riders, local regulators and the police we’re introducing a number of new features and changes to enhance driver and passenger safety.”

Uber said it would also change its approach to reporting serious incidents to the police. Concern had been raised by the Met police that Uber was failing to properly investigate allegations of sexual assault against passengers – one major issue when TfL denied the firm a new licence. Uber said it would now pass police information directly over any serious incident reported by passengers – and likewise if a driver was the victim of a crime.

Customers will also be given more access to driver information, including the licensing authority and private hire number of their driver.



Facebook Twitter Pinterest Tom Elvidge, Uber’s UK general manager: ‘We recognise we can use our technology to go even further in setting a higher standard for private hire.’ Photograph: Felix Clay/Guardian

Responding to the move, a TfL spokesperson said: “Safety is our top priority and we expect the highest standards from all operators in the private hire market. We welcome any move that has the potential to improve the safety of private hire drivers and their passengers.”

Uber had promised to mend its ways under its new chief executive, Dara Khosrowshahi, who held talks with senior TfL officials in London soon after taking charge. The firm’s global image had taken a battering under former boss Travis Kalanick, who departed following a series of controversies including claims of sexual harassment at its corporate headquarters and data breaches affecting its customers.

Elvidge said: “We’re determined to change the way we do business, so we’ll carry on listening and plan to make other improvements over the coming months.”

Uber is not expected to now oppose TfL’s appeal to reinstate the requirement for a phone line for customers to speak to an operating firm if necessary while travelling. Its lawyers will instead give evidence of its own actions in installing a 24-hour support line for both riders and drivers.