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 and supports the committees.

Our current staff team from 1 April 2021 is:


Anthony Smith* Chief Executive
Emma Gibson Director



Mike Brown* Casework Officer
Margaret Croucher Senior 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 Officer
Luke Muskett Communications Officer
Trevor Rosenberg Policy Officer

*part-time staff (our staffing establishment as at 1 August 2020 was 11.45 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 – April 2021

London TravelWatch salary bands