About us


The Casework Team investigates appeal complaints and negotiates with the transport operators to achieve the best possible result for the passenger.

The Advocacy, Operations and┬áCommunications team undertakes research on the transport scene in London, provides input to consultations on operators’ policies and service changes.

Our current staff team from 1 July 2021 is:


Anthony Smith, Chief Executive

Emma Gibson, Director


Margaret Croucher, Senior Casework Officer

Sean Goss, Casework Officer

Susan James, Head of Casework

Fayza Patel, Casework Officer

Advocacy, Operations and Communications

Richard Freeston-Clough, Head of Advocacy, Operations and Communications

Saphia Haffejee, Policy and Advocacy Officer

Luke Muskett, Communications Officer

Trevor Rosenberg, Policy Officer and Advocacy Officer

*part-time staff (our staffing establishment as at 1 August 2020 was 9.1 FTE)

As an organisation, we place a great deal of emphasis on co-operative team working, and have a culture placing high value on integrity and openness. We are committed to the equal treatment of all staff, irrespective of race, ethnicity or disability.


London TravelWatch staffing structure – July 2021

London TravelWatch salary bands