Editorial style guide

When a word is listed without explanation, it is there to show spelling. Accepted abbreviations are given in brackets. 

Everything we produce should be written using plain English.

A-Z of style rules

A   B   C   D   E   F   G   H   I   J   K   L   M   N   O   P   Q   R   S   T   U  V   W   Y   Z

A

abbreviations/acronyms

Spell out on first mention in body text, including the abbreviation or acronym in brackets, for example: United Nations (UN). Use upper case for all abbreviations and acronyms (except TfL)

After the first mention, always use the abbreviation or acronym. If the possessive is used, the abbreviation must also be possessive in the first mention, for example: Transport for London's (TfL's)

If a term is only used once in a document, you don't need to include the abbreviation

Do not use full stops or include spaces between initials: TfL; BBC; mph; No 10; WH Smith and so on

Use 'm' (for millions) and 'bn' (for billions) for sums of money and measurable quantities: £10bn; 1bn litres of water. However, spell out for people and countable nouns: three billion commuters; 10 billion tickets

Use 'km' for kilometres with numbers 10 and above. Use 'kilometres' in full where numbers are spelled out in full. For example, 'three kilometres' and '12km'

Use lower case for standard measurements: kg; km; lb; mph but use upper case for KB; GB; MB

Notes:

1) Do not include a space between the number and the unit: 20km; 50kph; 100KB

2) Never add an 's' to measurements: 20km, not 20kms

3) Spell out metres to prevent confusion with abbreviation for million

Online exception:

There are a few recognisable acronyms that we do not always spell out in full in the first mention. These include TfL, DLR, DVLA and BBC

Try to avoid acronyms that are not immediately recognisable

able-bodied

Do not use this term

See also disability

accents

On words commonly accepted as English, use only when they make a difference to pronunciation: cliché, exposé

Foreign words should be given their accents

accessibility

The ease with which all passengers can gain access to our services

See also disabled access

Online exception:

Specify whether you are referring to transport accessibility or website accessibility in every case

accident Do not use. Use collision instead
active travel  
active voice Avoid the passive voice. 'A hit B' describes the event more concisely than 'B was hit by A'
additional space Should only be used when referring to a new feature, for example more space on new trains
addresses

Always write out addresses as follows:
TfL Customer Service
4th Floor
14 Pier Walk
London SE10 0ES

See also contact details and phone numbers

adult-rate

Include a hyphen when using adjectivally. For example: I need to buy an adult-rate ticket

adult-rate annual Travelcard holder It is also acceptable to use Gold Card holder

adult-rate season ticket

 

adult-rate Travelcard

 

adverbs

Do not use a hyphen after adverbs ending with '-ly'. For example: rapidly growing economy, carefully crafted answer

adviser

Not advisor

aeroplane

Not airplane

age

under-16s (noun): Under-16s
under 16 (adjective): If you are under 16

over-60s (noun): Over-60s
over 60 (adjective): If you are over 60

XX-years-old

See also older people and youngsters

Americanisms

Favour British spelling and phrases: programme, not program (except for computer programs); realise, not realize; centre, not center. The only exception is proper nouns: World Trade Center; US Defense Department

among

Not amongst

ampersand (&)

Use only when included as part of a proper name: Hammersmith & City line; Waterloo & City line; Elephant & Castle station

Do not use as an abbreviation in titles or text, except in page titles on our website

Online exception:

We use the ampersand in headings that appear in site navigation and in some teasers where space is restricted. We never use the ampersand in text unless it is a recognised title or brand such as Hammersmith & Fulham or Marks & Spencer

an 'An' precedes any word beginning with a vowel and any word beginning with an 'h' if the 'h' is silent, so 'a hotel' but 'an honour'
Android Pay  
Andy Byford Andy Byford was the previous Commissioner. Andy, not Andrew
Andy Lord

Andy Lord is Commissioner of Transport for London

Andy not Andrew

Annual Report When referring to the TfL published document

anticipate

Does not mean 'expect'. If you 'expect' to have a busy day, you can 'anticipate' it by getting up early
anticlockwise  

antisocial

Not anti-social

Anytime Day Travelcard Replaces Day Travelcard (Peak)
Apple Pay  
Apprentice Oyster photocard  
Art on the Underground  

Asian communities

Use when referring to Chinese, Far East Asian, Indian, Japanese and Pakistani communities. If referring to an individual, it should be used as an adjective, not a noun: an Asian woman, not an Asian; Asian people, not Asians

Note: The term Oriental should not be used

See also race and ethnicity

ATM Do not use. Refer to 'cashpoint' instead
Auto top-up  

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B

Bakerloo Line Extension  

bank holiday

Always use lower case except when referring to a specific (named) day: August Bank Holiday

Use only when referring specifically to bank holidays, otherwise use the more general term 'public holiday'

See also public holiday

benefit Benefited/benefiting. Not benefitted/benefitting
bicycles/bikes

Do not use, refer to cycles - this is more inclusive for different types of cycle (handcycles, tricycles, bicycles etc) 

The exception to this rule is Santander Cycles, where bikes can be used because the hire scheme only provides bicycles. It also avoids the repetition of Santander Cycles cycles

billion

Use 'bn' for sums of money and measurable quantities: £10bn; 1bn litres of water

Note: Do not include a space between the number and the unit: £1bn; £20bn

Spell out for people and countable nouns: three billion commuters; 10 billion tickets

See also numbers

bio-diesel Not biodiesel
bisexual See sexuality
Black See race and ethnicity

Black, Asian and minority ethnic 

Write out in full, rather than using BAME

Upper case 'Black' and 'Asian'

See also race and ethnicity

black cab

Use 'taxi' instead

Note: Black cab can be referred to at the first mention of 'taxi' if it is helpful to readers: we license taxi (black cab) services in London

blind

This term implies total sight loss. Consider using vision-impaired person/passengers or similar if referring to people with some sight loss

Note: It is acceptable to use specific terms such as blind or partially sighted if it is relevant to the topic

See also disability

Blue Badge holders  
board Use lower case unless referring to a named board: TfL Board members
body-worn camera  

borough

Use lower case unless referring to a specific (named) borough: London boroughs; the London Borough of Brent

Borough Spending Plans

Do not use. Now the Local Implementation Plans

brand names

Our products and brands should follow this style guide to ensure consistency: Oyster card, not Oystercard; Congestion Charge, not Congestion charge

For other brands, do not use design or typographical elements that, in effect, turn a name or brand into a logo. This is to prevent confusion, especially for visually impaired readers

Do not use the ©, ® or symbols unless legally required to

However in print and online, where a recognised brand includes a capital letter in the middle or a lowercase at the beginning, we usually retain those styles. For example, LinkedIn, YouTube and easyJet

Bridge Generally upper case when referring to a specific bridge

British Transport Police

Like 'police', the British Transport Police should be treated as a collective noun and followed by a plural verb: the British Transport Police are not the British Transport Police is

See also police

Budget Upper case when referring specifically to the published TfL document. When referring to amounts of money 'against budget' use lower case
Build to Rent  

bulleted lists

Start each point with a capital letter but do not use any punctuation at the end (not even at the end of the final point)

Bus action plan  
Bus & Tram Pass Not Bus Pass

buses

Use lower case when referring to buses as a mode of transport. For example, London's buses also accept Travelcards

See also London Buses

Bus Pass

See Bus & Tram Pass

bus station

Use lower case: Finsbury Park bus station; Edmonton bus station

business

Use lower case unless referring to a named organisation or firm. For example, 'We support the business'; 'the Small Business Bureau'

Business Plan Use when referring to the published TfL document
Byelaws  

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C

©

Do not use the © symbol unless legally required to

cab

In most cases 'taxi' should be used instead. 'Cab' must not be used when referring to private hire services. Normally 'taxis' and 'private hire services' should be listed separately

However, in some cases 'cab' can be used as a generic term to cover both taxi and private hire services. This will normally be when referring to minicabs rather than all private hire services (for example 'don't risk taking an illegal cab', 'illegal cabs are unsafe')

capacity The volume of services we are able to run or the amount of room available for passengers. When referring to increases, be specific about what number is being boosted (for example, the number of trains or additional passengers)

capital

When referring to London and other capital cities, use lower case c

Where we are referring to capital in a financial context, use capital with lower case

See also London

capital letters

Avoid where possible as they are more difficult to read and can imply shouting

See also Accessibility for print on the Using plain English page; brand names; job titles; titles of sections/sub-headings

carbon dioxide
 

Use the subscript '2' as shown on the right

Online exception: Subscript is not possible - use carbon dioxide as much as possible, CO2 when needed

CCTV

 
central London

See London

charge points Use when referring to electric vehicle charge points. Do not use 'charging points'
check before you travel

Phrase used to encourage checking for disruption before travelling

Child photocard

Only issued for National Rail

Our photocards issued to under-16s are 5-10 Zip Oyster photocard and 11-15 Zip Oyster photocard

child-rate season ticket

Not child rate season ticket (without hyphen)

child-rate Travelcard

Not child rate Travelcard (without hyphen)

City of London Upper case when referring to the central area of London/Square Mile
Colleague Network Group Write out in full in first instance and then shorten to acronym CNG. Examples include the Faith CNG and the Women's CNG

collective nouns

Treat as singular, except staff and police: the committee has but the staff are; the police want

A pair and a couple are both plural

colons

Use lower case after a colon unless it's followed by a proper name or a quote

Use instead of a dash to introduce a list

Never use colon and dash together (:-)

commas

Use sparingly. There is no need for commas within addresses (23 Tooley Street) or dates (4 June 2023)

Commission for Racial Equality

Do not use. Now the Equalities and Human Rights Commission

Commissioner See Andy Lord

committee

Use lower case unless referring to a named committee: Transport Committee for London

communities

Use plurals when referring to communities by culture, religion or ethnicity to show the diversity within these different groups

For example, 'leaders from London's faith communities' or 'Caribbean communities in London'

companies/organisations

Always treat as singular: 'TfL is...' not 'TfL are'

See also abbreviations/acronyms and brand names

compass points

Use lower case except when including as part of a proper noun: north; east; south; west but South East England

See also London

Compliance, Policing, Operations and Security A team within TfL and the GLA
Conditions of Carriage  

Congestion Charge/Charging

Use upper case except when using charge or charging on their own: pay the charge online; when you enter the charging zone

Online exception:

Use Congestion Charge, not Congestion Charging. For example: Congestion Charge scheme, Congestion Charge zone

However it is acceptable to refer to the charging zone

Congestion Charge Auto Pay  

Congestion Charging scheme

Use lower case when referring to 'the scheme' on its own

Congestion Charging zone

Use lower case when referring to the zone on its own. For example:People living within the zone are eligible for a discount'

contact details

See also addresses and phone numbers

Online exceptions:

Order your contact points as below (your list may only include some of these):

  • Search our help & contacts section
  • Email address ('Email:')
  • Phone ('Phone:')
  • Postal address ('Address:' or 'Post:')

The layout on the page should follow this format:

Label in bold, colon, details on one line except for Address/Post, where it will follow the usual address style and start on the next line. For example:

Guild of Registered Tourist Guides

Email: guild@blue-badge.org.uk
Phone: 020 7403 1115 (call charges)
Address:
Guild House
52d Borough High Street
London SE1 IXN

contactless Not Contactless

contractions

Contractions - such as 'don't', 'isn't' or 'can't' - can be used sparingly to make communications more friendly and less corporate. However, don't use them to such an extent that your text appears sloppy or rude

cooperate/cooperation

Not co-operate/co-operation

coordinate/coordination

Not co-ordinate/co-ordination

coronavirus

coronavirus not Coronavirus or corona virus

COVID-19 is the illness caused by the coronavirus that emerged in 2019, whereas coronavirus is the type of virus. Do not use COVID-19 where possible and refer to coronavirus or the coronavirus pandemic instead

Refer to long COVID where appropriate, not long COVID-19 or long-COVID-19

Use capital 'O' for the Omicron variant

costs Refer to 'costs' within our organisation where possible rather than 'spend'
COVID secure Use where referring to measures taken to ensure safe working. For example, 'the site was made COVID secure'

Crossrail Ltd

Not Cross Rail or Cross rail

Do not use Crossrail to describe services that run on the infrastructure built by Crossrail Ltd. Refer to the Elizabeth line instead

See Elizabeth line

customers

Where possible, refer to 'customers' rather than 'passengers'

Cycle Superhighways See cycleways
cycles not bikes or bicycles. Cycles is more inclusive for different types of cycle
cycleways

Cycleways were previously Cycle Superhighways and Quietways, but we are in the process of changing these to be cycleways

If you need to refer to a route that has not yet changed from a Cycle Superhighway, refer to it by the short reference, for example, the CS8 route

If you are referring to a specific route, capitalise Cycleway, for example, Cycleway 5. If referring to cycleways generally, there is no need to capitalise cycleway

The scheme should always be referred to as safer rather than safe

Online exception:

Do not need to add colon and full route in every reference, particularly if it breaks character limits in heading

Cycling action plan  

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D

dates

Day, month, year, in that order, with no commas: 1 January; 1 January 2024; Monday 1 January 2024; 01/01/24

Note: Do not abbreviate days or months if there is space for them to be spelt out in full

If necessary, abbreviate days and months to three letters (except Thursday - use five letters)

Do not use 1st, 2nd, 3rd and so on

Do not add spaces on either side of hyphens when listing inclusive dates: 11-15 April, 2022-2024, 10 May-10 June

A forward slash is used when listing years in reports or titles: 2023/24

Don't use the full second year, so 2023/24, not 2023/2024

Use hyphens for longer periods: 2021-24

Use commas for non-consecutive years: 2017, 2019, 2022 and 2024

19th century and 20th century. Use hyphen if referring to a noun, so 19th-century bus

Note: No spaces on either side of the forward slash

If abbreviating individual dates, also use forward slashes: 01/12; 01/12/23 not 01-12; 01-12-23

Do not use an apostrophe for decades, except when using the possessive form: the station opened in the 1960s but it is a 1960s' station

See also plurals and possessives

Online exceptions:

  • Always include the year as it isn't always obvious online
  • 09:00-17:00, Monday to Friday (put different days on a new line, don't separate with a comma)
  • 10 November to 21 December 2023
  • When space is an issue, such as in tables and publication titles, you can use truncated months: Jan, Feb, Mar, Apr, May, Jun, Jul, Aug, Sept, Oct, Nov, Dec
  • Don't use 'quarter' for dates; use the months, for example: [dept] expenses, Jan to Mar 2023
daytime But night-time

Day Travelcard
(Off-Peak)

 

Day Travelcard (Peak)  

deaf

This term implies total hearing loss. However, it is acceptable to use deaf or hard of hearing if it is relevant to the topic or if referring to the deaf community as a whole

Note: The deaf community should be identified separately from the disabled community: disabled and deaf communities

See also disability

degree symbol For accessibility reasons, do not use. Write out 'degrees Celsius' instead

departments

Use lower case where possible
departure boards Live information showing next train time at specific stations
dependant/dependent The word 'dependent' is an adjective meaning reliant on or supported by. Not to be confused with the noun 'dependant' which refers to a person who is reliant on someone else (usually a child or spouse)

Dial-a-Ride

See London Dial-a-Ride

disability

 

Use positive language about disability, avoiding outdated terms that stereotype or stigmatise. Do not use 'handicapped' or 'wheelchair-bound' and avoid referring to people as nouns (for example,'the disabled') or as suffering from, or afflicted by, a condition

It is preferable to use 'xxx' people rather than people with 'xxx': disabled people (not people with disabilities); hearing-impaired customers; vision-impaired users; wheelchair user; mobility-impaired passengers; people with learning difficulties

It is acceptable to use specific terms, such as blind, deaf or partially sighted if it is relevant to the topic

However, whenever possible, it is preferable to describe the barriers that disabled people experience rather than impairments linked to a person's medical condition: hearing-impaired passengers or people who use our services who may experience communication barriers; passengers who experience physical barriers

Notes

1) This can also include people with luggage, pushchairs, bulky items or similar

2) The deaf community should be identified separately from the disabled community: the disabled and deaf communities

See also able-bodied; blind; deaf

disabled access

Use this term when referring to disabled accessibility, as 'accessibility' has a wider meaning

See also accessibility

disabled person's Freedom Pass

 
Disability Rights Commission

Do not use. Now the Equalities and Human Rights Commission

discount-rate ticket

 
disruptions Interruption to normal weekday or weekend services as a result of improvement work or other incidents

DLR

Use DLR instead of Docklands Light Railway in all instances

double-deck bus

Use when referring to a bus with an upstairs seated area (and single-deck bus for buses without an upstairs seated area)
draft London Plan  
DVLA Driver and Vehicle Licensing Agency; not normally necessary to spell out

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E

11-15 Zip Oyster photocard Refer to 11-15 Zip Oyster photocard on first mention. After that, it can be shortened to Oyster photocard or Zip Oyster photocard
18+ Student Oyster photocard scheme

 

Earl's Court station The Tube station has an apostrophe
Earls Court The area doesn't have an apostrophe
eastbound  
East End of London 

See also London 

east London 

See also London 

e-bike Use when referring to electric-assisted two-wheel cycles only. Otherwise, use cycles
eg/e.g.

Do not use - use 'for example' or 'such as' or reword to avoid where space allows 

If you must use e.g., write with full stops (e.g.) for accessibility reasons

See also abbreviations/acronyms

elderly Refer to older people rather than elderly people

eLearning

 
Elephant & Castle station The Tube station has an ampersand (&)
Elephant and Castle

The area doesn't have an ampersand (&)

Online exception:

Use the ampersand (&) for both station and area

Elizabeth line

The Elizabeth line runs across the capital from Reading and Heathrow in the west, through central London, to Shenfield and Abbey Wood in the east

The service, route, trains and stations all fall under the term Elizabeth line. Use lower case for 'line'

Only mention Crossrail when referring to the company Crossrail Limited or the Crossrail construction work

Do not abbreviate to 'Elizabeth' and do not use 'Elizabeth line line'

email

Not e-mail

Always give the full email address when providing a hyperlink

For example, 'email enquiries@tflcroydon.co.uk' not 'email Red routes'

emphasis

Do not use capital letters, underline or italics to emphasise text

Use bold sparingly as it can be difficult to read. Underline is reserved for use with hyperlinks for accessibility reasons

employees Refer to our 'employees' rather than 'staff'
Employee Network Groups Umbrella term for our Colleague Network Groups
endorsement

We cannot be seen to endorse external companies/suppliers

Equalities and Human Rights Commission Equal Opportunities Commission, Disability Rights Commission and Commission for Racial Equality have all been amalgamated to the Equalities and Human Rights Commission
 Equality Act 2010

Replaced most of the contents of the Disability Discrimination Act

equality and inclusion

See individual entries: able-bodied; age; Asian communities; Black, Asian and minority ethnic; blind; deaf; disability; gender; lesbian, gay, bisexual, transgender and queer/questioning (LGBTQ+) communities; race and ethnicity; sexuality; transgender/trans

Equality Impact Assessments

As a public body we have a duty to demonstrate that we have taken into account the needs of all groups covered by the Equality Act 2010

An Equality Impact Assessment (EqIA) allows us to demonstrate how the duty has been taken into account

Equal Opportunities Commission

See Equalities and Human Rights Commission

Equity in Motion: our journey to creating a fairer transport network

Use the full title of 'Equity in Motion: our journey to creating a fairer transport network' at first mention and then 'Equity in Motion' after
e-scooter  
etc Do not use - use 'and so on' if required or reword to avoid
ethnicity/ethnic group

See race and ethnicity

ExCo Do not use. Write out in full as Executive Committee 
external suppliers

We cannot be seen to endorse external companies/suppliers

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F

5-10 Zip Oyster photocard This can be shortened to Oyster photocard or Zip Oyster photocard after the first mention
face covering Use this instead of face mask to refer to the cloth face coverings we are requesting customers wear while using public transport
factsheet  
faith and belief

Use 'people of faith', 'people of belief' or 'faith communities' when referring to groups of people with a shared faith or belief. Do not use the term 'religious communities' as this has a different meaning and refers to organised religious communities (eg monastic communities)

Note: It is acceptable to be specific if it is relevant: a Sikh temple; a Muslim festival

FAQs

Acceptable abbreviation for frequently asked questions

Avoid the common error of adding an apostrophe: (FAQ's)

Online exception:

We don't use FAQs on our website

There are three main reasons for this:

  • Generally, we find FAQs duplicate other content on the site
  • You can't front-load FAQs so we are not helping usability
  • You could unnecessarily add to search results with duplicate, competing text
fare payers

Not farepayers (but taxpayers)

fewer

'Fewer' is used for countable nouns and means smaller in number: fewer coins; fewer passengers; fewer tickets

Do not confuse with less, which is used with singular nouns or quantity: less money; less time; less fat

figures

Never start a sentence or title with a figure. If a sentence or title begins with a number, it must be spelt out

See also numbers

Find out more Use 'find out more' or 'for more information'. Do not use 'for further information'

fire service

Use lower case unless referring to a named brigade: The fire service has been called; a letter from the London Fire Brigade

First Class ticket

 

first person

Use 'we', 'us' or 'our' rather than 'TfL' as it's more personal. Write as if you 'are' TfL

In most cases we use 'we' to mean TfL and 'you' to mean the user. In some circumstances such as terms and conditions we use the third person for clarity, for example 'TfL and its subsidiaries'

Online exception:

We use first person descriptions for personalisation, particularly on transactional buttons, so:

  • Find a station near me
  • Show me where I am on this map
  • My account
  • My profile
  • Plan my journey (not plan your journey)

It is acceptable to use second person when you are giving instructions in text. For example, 'You can pay the Congestion Charge in a number of ways. It's quickest and easiest if you register for a customer account online.'

flyover Generally lower case

focus

Focuses/focused/focusing

Not focusses/focussed/focussing

Freedom Pass

Use upper case when referring to the Freedom Pass in text

See also disabled person's Freedom Pass and older person's Freedom Pass

Freight action plan  
front line/frontline

Front line when used as a noun. For example: working on the front line

Frontline when used as an adjective. For example: frontline workers

fuel cell bus  
full stops

Do not use full stops after word contractions, titles or Latin abbreviations, such as Dr, Mr, Ltd, am or pm

Online exception:

Standard Teaser text should not end in a full stop. Standard Teaser here refers to modules 211, 212 and 213 as well as Headed links (205) and all the Social Media modules

For text links within copy, use a full stop at the end of the sentence, even if the sentence ends in a link (do not link the full stop)

The page description in metadata should not have a full stop

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G

gateline Referring to the ticket barrier gates in a station setting
gay 

See sexuality 

GB 

Acceptable abbreviation for gigabyte. Do not include a space between the number and the measurement: 2GB 

gender

Use gender-neutral language where possible, only including references to gender when necessary. Refer to 'they' rather than 'he/she', 'everyone' not 'ladies and gentlemen', 'people' not 'mankind', 'chairperson' or 'chair' not 'chairman' or 'chairwoman', 'workforce' not 'manpower', 'staffed' not 'manned'

See also sexuality; transgender/trans

GLA Group 

Not GLA group 

Gold Card holder

It is also acceptable to use adult-rate annual Travelcard holder

Good Growth  

government

Use upper case when referring to a specific government. For example: we work with the Government; central Government guidelines; Government expenditure. Use lower case when referring to local government

Greater London

See also London

Greater London Authority

 

group

Use upper case only when referring to a named group: the TfL Group

Group Day ticket

 

Group Travel ticket 

 

gyratory Generally lower case

 

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H

H1/H2 Do not use. Refer to 'first half of the financial year' and 'second half of the financial year'
half term  
handheld  
hand sanitising points Not hand sanitising stations
headings

See titles of sections/sub-headings

healthy streets When referring to healthy streets in general, that is, making streets healthier places to be
Healthy Streets Approach When referring to the initiative from the Mayor's Transport Strategy only

Heathrow Express

 

Heathrow Terminals
2 & 3

Heathrow Terminal 5

 
heavy goods vehicle (HGV) Use in full at first mention with (HGV), then HGV after
height measurement for road regulations Use the accepted road signage format, for example: 'a low bridge height of 4.4m or 14'6"

Help Point

 

Hopper fare Allows bus and tram passengers to make two journeys for the price of one within an hour

hyphens

Use hyphens to form compound adjectives (blue-chip company). Do not use hyphens after adverbs ending in 'ly'

Hyphen are often missed when they link two adjectives together. If the two adjectives only make sense together (because one describes the other), then they need to be hyphenated. For example: 'the strategy was discussed with borough-based, community-led organisations'

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I

iBus  

ie/i.e.

Avoid - use 'that is' or reword

If you must use i.e., write with full stops (i.e.) for accessibility reasons 

See also abbreviations/acronyms

IFS Cloud Cable Car Must be written in full and capitalised on first mention. After that, 'cable car' is acceptable. The two cable car terminals are: IFS Cloud Greenwich Peninsula and IFS Cloud Royal Docks 
inner London See also London 
intelligent transport system

 

interchange

Use lower case: Vauxhall Cross interchange; strategic interchange

interchange station

A station where customers can change from one Underground line or National Rail service to another, often without having to leave a station or pay an additional fare

Should only be used to describe an appropriate station, never as a verb: 'Enable customers to change Underground lines' not 'Enable customers to interchange'

internet

Not Internet (with upper case I)

into

Is one word but 'on to' are two separate words

intranet

Not Intranet (with upper case I)

-'ise' endings Use 'ise', not 'ize': emphasise, realise (not emphasize, realize). The only exceptions are capsize and proper names (for example: company names)
 italics

We do not use italics in print or online

iTrace 

 

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J

job titles

Use upper case when referring to a specific role or named person: the Managing Director; Joe Bloggs, Press Officer

Use lower case if writing generally: service assistants, station managers

When quoting a named individual, no comma is required if referring to a person by title: Prime Minister David Cameron said: '…'. However, commas must be used to separate a descriptive title: David Cameron, Prime Minister, said: '…'

Online exception:

Use lower case wherever possible (still capitalise at the start of a sentence or bullet). There may be certain exceptions, generally when there is only one holder of the particular office, such as Mayor of London, Commissioner or Queen

Journey Planner

Our TfL travel tool that helps with live route-planning across our network

A stand-alone link to it should be action-led and first-person: 'Plan my journey'

If giving instruction, it can be second-person (to avoid mixing perspectives): 'Plan your journey'

If listing tools, we can use the product name: 'Journey Planner'

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K

KB Acceptable abbreviation for kilobyte. Do not include a space between the number and the measurement: 120KB
Key workers Not keyworkers
killed or seriously injured Always use in full, do not shorten to KSI
kilometres

Refer to kilometres instead of miles where possible. Use abbreviation 'km' for numbers 10 and above

For numbers under 10 that are spelled out in full, use 'kilometres' in full. For example, 'three kilometres' and '12km'

See also abbreviations/acronyms

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L

leaf fall  

learnt

Past tense and past participle of learn. Do not use learned, unless using as an adjective

lesbian

See sexuality

lesbian, gay, bisexual, transgender and queer/questioning (LGBTQ+) communities

 

less

'Less' is used with singular nouns and quantities: less money; less time; less fat

Do not confuse with fewer, which is used with countable nouns and means smaller in number: fewer coins; fewer passengers; fewer tickets

level access

A route from street to train that doesn't require the use of stairs or escalators

See also step-free access

licence

Noun: you will need a licence

license/licensed

Verb/adjective: a body authorised to license drivers; they are a licensed driver

Limited/Ltd Can usually be dropped from company names (except for legal documents and similar)

line

Use lower case when referring to Tube lines: Hammersmith & City line; Northern line

link text When referring to a hyperlink it should make sense out of context. Do not say 'click here' or 'read more'. Instead offer information about the content of the destination page in a short call to action: 'apply for a cycling grant'

lists

Do not add a comma before 'and' at the end of a sequence unless one of the items includes another 'and': We ate oranges, apples and bananas but we ordered chocolate cake, cheese and biscuits, and ice cream

Semi-colons can be used to clarify meaning and separate items listed in a catalogue-type sentence: Refurbishment works will include new lighting at the station entrance and on the platforms; new escalators at the North Lane and South Way entrances; and the instalment of CCTV cameras

See also bulleted lists

livestream/live streamed

Write as two words if using as a noun: 'you are invited to a live stream'. Write as one word if using as a verb: 'the event was livestreamed on Instagram'

Do not use Instagram live or Facebook live

live travel news

Our travel tool that shows live and planned service disruption

Where possible, refer to 'live' instead of 'realtime'

Local Implementation Plans

 

local season ticket

Do not use

lockdown Not lock down

log in/login

Log in: verb: 'You will need to log in'

Login: noun/adjective only: 'You will be issued with a login or login details'

Online exception:

Use sign in not log in or login

London

Use upper case for Greater London; the East End and West End of London. Use lower case for central/inner/outer London; north/south/east/west London; northeast/southwest London

Use upper case when referring to London and the South East or London and the North

See also capital

London 2012 Olympic and Paralympic Games

 

London Buses

Do not use 'Buses' (on its own) when referring to London Buses, our subsidiary responsible for overseeing contracts with private bus operators

See also buses

London Cable Car Do not use. Refer to IFS Cloud Cable Car instead
London Dial-a-Ride

Formerly Dial-a-Ride. Write out in full on first mention. It is acceptable to refer to Dial-a-Ride in longer documents to avoid repetition. Do not refer to DaR

Online exception:

Refer to Dial-a-Ride not London Dial-a-Ride

London Overground

Online exception:

Use 'London Overground'. Do not refer to as 'Overground'

Do not abbreviate to LO

Note:

  • 'North London line' is now 'Overground Richmond/Clapham Junction - Stratford'
  • 'West London line' is now 'Overground Willesden Junction - Clapham Junction'
  • 'DC line/Watford Euston DC' is now 'Overground Watford Junction - Euston'
  • 'Gospel Oak to Barking' is now 'Overground Gospel Oak - Barking'
  • 'East London line' is now 'Overground Dalston/Highbury & Islington - West Croydon/Crystal Palace/New Cross'

All directional references should be referred to as the destination they are travelling towards, for example the 'Overground Richmond/Clapham Junction - Stratford' can be referred to as the 'Overground to Richmond', the 'Overground to Clapham Junction' or the 'Overground to Stratford'

See also Overground

London River Services

 

London Service Permits

 

London Taxi and Private Hire

Formerly the Public Carriage Office (PCO)

Write out in full on first mention. It is acceptable to then refer to Taxi and Private Hire

London Trams

Not London Tramlink

See also tram

London Transport Museum

Not London's Transport Museum or The London Transport Museum

London Transport Museum Depot Formerly Acton Depot
London-wide Ultra Low Emission Zone (ULEZ) See Ultra Low Emission Zone

longer-period Travelcard

Do not use. However, there are some instances when references are made to longer period Travelcard season tickets

See also season ticket

Low Emission Zone

 

Low Traffic Neighbourhood  
lunch and learn  

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M

mainline

 Do not use. Refer to National Rail instead

Mayor of London

Use Mayor from second mention

Mayor's Office for Policing and Crime

Mayor's Office for Policing and Crime has replaced the Metropolitan Police Authority
Mayor's Transport Strategy Always use in full, do not shorten to MTS

MB

Acceptable abbreviation for megabyte. Do not include a space between the number and the measurement: 2.2MB

measurements

Use lower case for standard measurements: kg; km; mph; kph but use upper case for KB; GB; MB

Spell out metres to prevent confusion with abbreviation for million

Do not include a space between the number and the unit: 20km; 50mph; 100KB

Never add an 's' to measurements: 20km, not 20kms

meet, met

Not meet with or met with

meet the manager events 

Local events staffed by operational/head office staff to publicise planned improvements/closures

metres

Write out in full to prevent confusion with million

Metropolitan Police Authority

Do not use. Now the Mayor's Office for Policing and Crime

Metropolitan Police Service

Do not refer to the Metropolitan Police or the Met Service

Like 'police', the Metropolitan Police Service should be treated as a collective noun and followed by a plural verb: the Metropolitan Police Service are, not the Metropolitan Police Service is

microbusiness Not Microbusiness or micro-business
micromobility Refers to a number of small, low-speed, low-emission personal transport vehicles such as cycles, e-bikes, cargo cycles and e-scooters
miles Refer to kilometres (km) instead of miles where possible

If referring to miles is unavoidable, write out in full to prevent confusion with millions

million

Use 'm' for sums of money and measurable quantities: £10m, 1m litres of water

Note: Do not include a space between the number and the unit: £1m; 20m

Spell out million for people and countable nouns: three million commuters, 10 million tickets

See also numbers

minicab

Not mini-cab or mini cab

Use 'private hire vehicle' unless referring specifically to a minicab or minicab service. 'Minicab' can be used at the first mention of private hire vehicles if it is helpful to readers: All private hire vehicles (including minicabs) are licensed by us

See also private hire vehicle

Mini-Hollands  
mobile travel alerts  Our travel tool that passengers subscribe to which provides daily text message alerts in the event of disruption on their route

money

When referring to round sums of money, do not add '.00': £3, not £3.00; £10, not £10.00

Use 'm' and 'bn' for sums of money and measurable quantities: £10bn; 1bn litres of water. However, spell out for people and countable nouns: three billion commuters; 10 billion tickets

Note: Do not include a space between the number and the unit: £20m; £10bn

See also numbers

more accessible 

An improvement to an asset that makes it easier for customers to use

See also accessibility; disabled access

more than

Use 'more than' rather than 'over' when referring to a quantity

For example, more than one billion passenger journeys are made on the Tube each year

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N

names

Use upper case for named departments, initiatives, networks, organisations, projects and schemes: Group Services; London Bus Initiative; Low Emission Zone

See also capital letters; job titles; titles of sections/sub-headings

National Rail

Use upper case in all instances. Do not use mainline

Use National Rail when referring to something that is customer facing - National Rail promotes the various train operating companies to customers, giving a sense of connectivity between operators, especially around ticket sales and information provision.

Note: do not confuse with Network Rail. National Rail staffs trains and stations, as opposed to Network Rail, which digs up tracks or replaces a station roof

net zero carbon city

 
Network Rail

Use Network Rail when referring to something that is industry facing - Network Rail owns and maintains most of the railway's fixed assets, such as signalling, track and station infrastructure

Note: do not confuse with National Rail. Network Rail digs up tracks or replaces a station roof, whereas National Rail staffs trains and stations

Network Railcard

 

Night Bus

Upper case for both words

Night Overground  
night-time But daytime
Night Tube refer to 'the Night Tube'

none

How many companies are going to make a profit? None of them are

When 'none' is meant to indicate 'not one', it is singular: 'None of them is bigger than any other'

northbound  
northeast London  See also London
Northern Line Extension  
north London 

See also London

number plate Not numberplate

numbers

In body text, write out numbers from one to nine; use figures from 10 upwards

Never start a sentence or title with a figure. If a sentence or title begins with a number, it must be spelt out

Chapter/section headings do not need to be spelt out: Chapter 5; Section 2.1

Use 'm' and 'bn' for sums of money and measurable quantities: £10m, 1bn litres of water. However, spell out million and billion for people and countable nouns: three million commuters; 10 billion tickets

Do not include a space between numbers and units: 20km not 20 km; £10bn not £10 bn

Numbers larger than three figures require a comma: 1,000; 20,500

Decimals should be rounded to a maximum of two decimal spaces: 2.75 not 2.748

If there is a decimal point in a number, always use figures. For example, write 'five metres of track 'but '5.3 metres' 

Do not use an apostrophe when referring to decades or plurals as this makes them possessive: 1980s not 1980's; under-16s not under-16's

Numbers need to be hyphenated when they form part of a compound (multi-word) adjective preceding a noun, for example 'a five-year plan' or 'three-year term'. But 'The plan runs for five years', 'The term is three years in length'

Online exception:

Use Government Digital Service (GDS) number style: 

Use 'one', and then numerals after that (including 2-9). The exception would be a point in a list or step in instructions (for example: 'In point 1 of the design instructions')

Write all other numbers in numerals, except where it's part of a common expression, for example: 'one or two of them' where a mix would look strange

If a number starts a sentence, it should be written in full (for example: 'Thirty-four incidents...') or rewritten to avoid (for example: 'There were 34 incidents...'

See also dates, measurements, money, phone numbers and punctuation

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O

Occupational Health and Wellbeing  

off-peak

Use lower case and include a hyphen when using adjectivally: an off-peak ticket

Use upper case and include a hyphen when using in conjunction with a product: Travelcard (Off-Peak)

older people

Refer to older people rather than elderly people

older person's Freedom Pass

Use upper case when referring to the older person's Freedom Pass in text

ongoing

Do not use. Use continuing instead

online

One word when referring to the internet or a website. Do not use 'on-line' or 'on line'

on to

But into

open data Not Open Data or open-data
Opportunity Areas  

opt in/out

Verb: I would like to opt in

opt-in/out

Adjective: an opt-in clause

outer London  See also London
Overground

 Use 'London Overground'. Do not refer to 'Overground'

See also London Overground

Oyster Auto top-up  

Oyster card

 

Oyster daily
price capping

 

Oyster online

 
Oyster pay as you go

See pay as you go

Oyster photocards

5-10 Oyster photocard, 11-15 Oyster photocard, 16+ Oyster photocard, 18+ Student Oyster photocard, 60+ London Oyster photocard and Veterans Concessionary Travel Scheme Oyster photocard are currently issued

Oyster ticket stop/s

 

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P

paragraph

Only use left aligned text (not fully justified)

Paralympic Games

 

Passenger Assist An assistance programme that National Rail train operating companies participate in where customers can pre-book assistance for their journey
Passenger Assistance An app created by Transreport to help customers book Passenger Assist services across the National Rail network
passengers

Where possible, refer to 'customers' rather than 'passengers'

pay as you go

Do not hyphenate and always use lower case as Oyster pay as you go is not a brand name

Note: Use 'credit' or 'balance' when referring to Oyster cards with a stored pay as you go balance. Do not use 'pay as you go travel value (cash)' or 'pay as you go cash value'

See also National Rail

pay as you go credit

Use to describe Oyster cards with a stored cash value

Note: Do not use 'pay as you go travel value (cash)' or 'pay as you go cash value'

payband

 

PDF

Accepted abbreviation for Portable Document Format

Note: When using online, include the file format and file size as part of the link to aid accessibility: Underground map (PDF 850KB)

pedestrian Avoid, where possible use people walking

Penalty Charge Notice

 

per cent

Two words. Do not use % except in tables and advertising copy (for example, on posters)

Online exception:

Use the % symbol and do not write per cent in words. There is no space between the number and the symbol. For example: 1%, 5%, 10%, and so on. Not five % or 5 %

Period

Use capital 'P' plus numerals (not spelt out) when referring to specific financial/administrative periods, for example, Period 3. It is acceptable to abbreviate after first mention, for example P3

period ticket

Do not use. See season ticket

personal pronouns

Personal pronouns can be used to establish a conversational tone

For example, we are planning to invest in our services; If you would like more information, please contact us

See also tone

phone numbers

 

Phone numbers should be split into at least three groups of digits for readability, ideally with no more than four digits in any single group. For example: 020 7378 1705; 0343 222 6666; 0762 480 4299

For phone numbers with international dialling codes, the convention is to write in this format: +44 (0)20 8216 6666. Only include numbers for dialling from overseas when the message is directed specifically at an overseas audience

Online exceptions:

When referring to a TfL phone number, always include a link to gov.uk/call-charges (https://www.gov.uk/call-charges) on the same line

If you have multiple phone numbers on the same page, you may want to asterisk each instance and refer to a line at the bottom of the page instead: *Find out about call charges

On the Contact module, there is a text field under the phone number where you can insert this line

See also contact details; telephone numbers

photocard

 
Places for London Limited

The name of TfL's wholly-owned and managed property arm, a subsidiary of Transport Trading Limited. Formerly TTL Properties Limited (TTLP)

Do not abbreviate to Places or PfL. After first mention, refer to as Places for London throughout

Planned works calendar

Our online tool that shows a six-month look ahead of planned closures

plurals

Avoid adding an apostrophe when making a word or abbreviation plural as this makes it possessive: under-16s not under-16's; DVDs not DVD's; 1990s not 1990's

See also punctuation

police

Use lower case unless referring to a specific force: British Transport Police; call the police

Note: Police is a collective noun that is usually preceded by 'the' and followed by a plural verb: the police are not the police is

See also British Transport Police;Metropolitan Police Service

possessives

For proper nouns ending in '-s', add 's: St James's Park

Do not confuse with plurals, especially when referring to ages or decades:

under-16s (plural)

under-16's (possessive)

Take care with plural nouns: use women's not womens'; children's not childrens'; people's not peoples'

See also plurals; punctuation

practice

Noun: it is standard practice; piano practice

practise

Verb: he practises playing the piano every day; she is a practising doctor

pre-election Use instead of 'purdah'

Pre Pay

Name withdrawn. See pay as you go

price capping

Refer to Oyster daily price capping

Private Finance
Initiative
 
private hire apps This term refers to apps used to book private hire vehicles. Do not use Uber as a term for all

private hire drivers

This term refers to drivers of all private hire vehicles, including minicabs, executive cars, limousines, chauffeur services and any other vehicle licensed for private hire use

It does not include taxi (black cab) drivers

private hire vehicle

This term refers to minicabs, executive cars, limousines, chauffeur services and any other vehicle licensed for private hire use

It does not include taxis (black cabs). See also black cab; taxi

Write out in full on the first mention. Use PHV if you must abbreviate

Although usually used as an acronym for private hire vehicle(s), it can also be used to refer to the private hire industry in general, eg 'representatives from the PHV industry attended the meeting'

Online exception

Do not use except on pages addressing this specific audience. Even then, it must be written out in full on the first mention on each page

Public Carriage Office

Do not use. Now called London Taxi and Private Hire 

public holiday

Always use lower case

A public holiday can refer to any national holiday, including Bank Holidays

See also Bank Holiday

Public Private Partnership

 

punctuation

Apostrophe (')

Can be used to:

  • Show the omission of letters: we'll (we will); don't (do not); it's (it is or it has)
  • Show possession:
    Singular:Place the apostrophe before the 's' to show possession by one person/body: the Mayor's decision; the company's history
    Plural:Place the apostrophe after the 's' to show possession by more than one person/body: the teachers' room; the directors' decision

The possessive form of 'it' is 'its', not 'it's': 'the cat licked its paw'

A common error is to form the plural of a noun by adding 's to the singular form, for example: a dozen DVD's; several Tube's. This is wrong and should be avoided as it makes the word possessive

Comma (,)

Can be used to:

  • Indicate a short pause: Having finished the newspaper, I sat down to work
  • Separate listed items: He ordered apples, oranges, grapes and mangoes. A comma is not required before and at the end of a list unless one of the listed items includes another 'and': We ordered chocolate cake, cheese and biscuits, and ice cream
  • Separate clauses: The boy, who hated my sister, was very rude
  • Separate a series of adjectives: A long, rambling, pompous letter
  • Prevent confusion. Compare:
    Paul hit Harry, and George then ran away
    Paul hit Harry and George, then ran away

Colon (:)

Can be used to:

  • Introduce a list
  • Introduce a quote: Mr Smith said: 'I don't like beetroot'

Dash (-)

Can be used to:

  • Separate an explanatory or related comment: The union members agreed to the new terms - even the shortened lunch breaks - but said that if their holiday pay was affected they would walk out
  • Emphasise a point or indicate a change of thought: What he said was true - or so I thought

Online exception:

Only use short dashes (-) and not long dashes

Full stop (.)

Can be used to:

  • Show that a sentence has ended

It is no longer used after abbreviations, so use Mr not Mr.

Hyphen (-)

Can be used to:

  • Create compound nouns: father-in-law, air-conditioning
  • Link compound adjectives: blue-chip company, up-to-the-minute news
  • Prevent confusion. Compare:
    The station has no smoking areas (meaning there are no areas where smoking is allowed)
    The station has no-smoking areas (meaning there are designated areas where smoking is allowed)
  • Differentiate between verbs and nouns:
    set up (verb): please set up a meeting
    set-up (noun): it was a set-up

Semi-colon (;)

Can be used to:

  • Separate items in a list if the elements within it already include commas: Members of the band include Ben Jefferson, singer; Tony Williams, drummer; Edward Ellis, trumpeter
  • Separate two independent thoughts that would otherwise be linked by a word such as and or but: A heart attack is a medical emergency; prompt care is required
purdah Do not use. Refer to the 'pre-election' period

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Q

quantities

See money; numbers

queer/questioning See sexuality
quotation marks

Use single quotation marks in all cases

Use double quotation marks if using a quote within a quote

If a quote runs on longer than one paragraph, include quotation marks at the beginning of each subsequent paragraph but only at the end of the final paragraph

Place full stops and commas inside quotes when they are complete sentences, otherwise place them outside: 'I want to buy a ticket,' said Mr Smith; When he said 'I promise', he didn't really mean it

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R

®

Do not use the ® symbol unless legally required to

race and ethnicity

Include references to race only when it is relevant. The words 'Black' and 'Asian' should not be used as nouns, but adjectives: 'Black people' rather than 'Blacks'; an 'Asian woman' rather than an 'Asian', for example. However, it is acceptable to be specific if it is relevant: local Somali community; Bangladeshi community leaders

Ethnic groups should be capitalised, such as Asian, Black, Mixed, White, Gypsy, and Other

See also Asian communities; Black, Asian and minority ethnic 

real time/
real-time

Where possible, use live instead of real-time or real time

  • real time (noun): this information is being updated in real time
  • real-time (adj): real-time service information

Not realtime

red route

Not Red Route

reduce overcrowding Alleviating crowding and congestion at stations and on trains, for example when referring to increased capacity
reduced journey times 

The reduction in the time taken to complete an average journey as a result of upgrade work. Should only be used when referring to a specific change, for example greater reliability/capacity/more trains on the system per hour. Should only be used in a general sense (such as a benefit of Tube improvements) rather than in reference to a specific journey (as passengers are unlikely to experience a noticeable difference)

reduced service 

Where we offer a service that is noticeably less than normal (could apply to train frequency or escalators/lifts in operation)

refurbish 

To renovate or restore

reliability 

Consistency of maintaining a good service

relive

Not re-live

re-open

Not reopen

re-route

 

Road Modernisation Plan  
road traffic accident Do not use. Refer to as road traffic incident
road user charging Do not abbreviate to RUC
roadworks  
Rotherhithe Tunnel  
roundabout Generally lower case

Routemaster

 

royal names and titles

The King

Capitalise both words. Not the King

Use His Majesty The King on first mention only and The King from then on

Queen Camilla is the title of The King's wife 

Queen Elizabeth II Write out in full on first mention and use 'The Queen' from then on 

Prince William is now The Prince of Wales and Catherine is The Princess of Wales

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S

7 Day Travelcard

 

16+ Zip Oyster photocard

'Zip' can be removed after the first mention

16-17 Oyster photocard

This term should no longer be used. Use 16+ Zip Oyster photocard instead

Safe Stop For example, 'site works came to a Safe Stop'
Santander Cycles

Must be written in full and capitalised on first mention. After that, 'cycle hire scheme' and 'scheme' are acceptable

Santander Cycles is singular. Use 'Santander Cycles is...', not 'Santander Cycles are...'

Note:
docking station is the collective name for a terminal and the row of docking points within Zone 1

docking point is the device that allows a user to dock/undock a cycle

terminal is the device at each docking station that allows a user to hire a cycle

Sarah Hope Line  
sat nav lower case, two words

schemes

Use lower case unless the word scheme is included as part of a title: Fleet Automated Scheme

School Streets  

seasons

Lower case: spring; summer; autumn; winter

season ticket

Previously 'period ticket'. Refers to any ticket valid for seven days, one month or a longer period up to one year

second-hand vehicle  
self-isolating/self-isolate/self-isolation  

sentence spacing

Use a single space between sentences as double spaces make text more difficult to read

service guide

Use lower case unless referring to a named document: a range of service guides is available; the Riverboat Spring/Summer Service Guide is out next week

sexuality

Include references to sexuality only when it is essential. The words 'gay', 'bisexual' and 'transgender' should not be used as nouns, but adjectives: 'gay people' rather than 'gays'; a 'bisexual man' rather than a 'bisexual'. The term 'lesbian' is an exception as it can be used as a noun or adjective

Note: Do not use the term 'homosexual'. Use the term 'gay' instead: a gay man or lesbian

See also gender; lesbian, gay, bisexual, transgender and queer/questioning communities; transgender/trans

shielding Do not use inverted commas. Also consider using the term vulnerable if require an alternative
sign in

Online exception:

We use sign in, not log in. For example: 'Sign in to my account' (not log in or login, not sign into)

When the account has not yet been set up, we use: 'Sign up' or 'Create an account'

single-deck bus Use when referring to a bus without an upstairs seated area (and double-deck bus for buses with an upstairs seated area)
60+ London Oyster photocard

 These cards are only valid for travel on TfL services

small and medium-sized enterprises  

smartcard

 

smartphone  
social distancing Not socially distance. Include a hyphen when used adjectivally: social-distancing measures were applied
southbound  

South East

When referring to London and the South East of the country

See also London

south London 

See also London

southwest London 

See also London 

spacing 

Use only a single letter space to separate sentences. This is an example

In both print and online, do not add extra spaces either side of a forward slash. For example: April/May, not April / May

speech marks

See quotation marks

spend Refer to 'costs' within our organisation where possible rather than 'spend'
staff Do not use. Refer to employees

station

Use station in lower case for Tube, bus and DLR stations. For example, Marble Arch station.

However, it is often not necessary to use the word 'station' at all: the Northern line is suspended between Euston and Waterloo

See also bus station; interchange

station names Use the station names in the format they appear on the Tube map. For example, King's Cross & St Pancras International. Do not add the full stop after St - for example, St James's Park not St. James's Park
step-free 

A route between street and platform that doesn't require the use of stairs or escalators

See also level access 

step-free access

Use when referring to either step-free or level access but include context to prevent misunderstanding:

  • Step-free access to platform/s
  • Step-free access to train/s
  • Step-free access to platform/s and train/s
strategic road network  

strategy

Use lower case unless the word 'strategy' is included as part of a title: Integrated Transport Strategy

Streetspace for London  
Streetcare Write as one word. Online service that enables people to report any problems related to roadworks, potholes, damaged bus shelters and traffic lights. The service is available at streetcare.tfl.gov.uk 

Student Oyster photocard

Do not use. Refer to 18+ Student Oyster photocard

Student-rate Bus & Tram Pass

Available to holders of an 18+ Student Oyster photocard

Student-rate Travelcard 

Available to holders of an 18+ Student Oyster photocard

Superhighways

See Cycleways

Superloop  

Surface Transport

 

Sustainable urban Drainage Systems (SuDS)  

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T

''

10 Healthy Streets Indicators  

24-hour

Include a hyphen when using as an adjective: 24-hour travel, 24-hour alert, 24-hour service

target

Targeted/targeting. Not targetted/targetting

taxi

Use only when referring to licensed taxis (black cabs)

Note: This term must not be used when referring to private hire services or vehicles, including minicabs

See also black cab,minicab, private hire vehicles and London Taxi and Private Hire

Taxicard

 

telephone numbers

Telephone numbers should be split into at least three groups of digits for readability, ideally with no more than four digits in any single group. For example: 020 7378 1705; 0343 222 6666; 0762 480 4299

For telephone numbers with international dialling codes, the convention is to write in this format: +44 (0)20 8216 6666. Only include numbers for dialling from overseas when the message is directed specifically at an overseas audience

Online exceptions:

When referring to a TfL telephone number, always include a link to gov.uk/call-charges (https://www.gov.uk/call-charges) on the same line

If you have multiple telephone numbers on the same page, you may want to asterisk each instance and refer to a line at the bottom of the page instead: *Find out about call charges

On the Contact module, there is a text field under the telephone number where you can insert this line

See also addressescontact details; telephone numbers

terms and conditions

Not Terms and Conditions or terms & conditions

Online exception:

In navigation, use terms & conditions. In text use terms and conditions

TfL Go Not TFL GO, tfl go, TfL-Go or TfL GO
TfL Group Not TfL group

TfL Pension Fund

Use 'Fund' (upper case F) on second reference

that/which

Generally, 'that' defines while 'which' informs: This is the house that Jack built; this house, which Jack built, is now falling down

See also which

third person

Use 'we', 'us' or 'our rather than 'TfL' as it's more personal. Write as if you 'are' TfL

ticket office

 

time

Use the 24-hour clock in all circumstances (unless legally required to use the 12-hour clock): 08:00; 12:15; 00:01

Titles

For the titles of publications such as reports and strategies (including chapter headings, sub-headings, and so on) use upper case for the first letter of the first word, proper nouns and major initiative/project names, and lower case for additional words

For example: Vision Zero implementation plan, Cycling action plan, Commissioner's report

Note: The exception is the Mayor's Transport Strategy, our Annual Report, and our Business Plan, which are written with leading capital letters

TLRN Do not use. Use TfL Road Network

Do not use the ™ symbol unless legally required to

tone of voice

Every journey a customer makes matters to them - so it should matter to us. This comes across in the words we use and how we use them

It's important to strike a balance between a tone that is authoritative and formal, and one that is friendly and engaging

If we get it right, we're an understanding organisation that values our audiences and provides accurate, relevant information in the way people want it, when they want it. Get it wrong, and we run the risk of confusing and alienating them

Personal

Your communications should adopt a tone that shows we care about improving people's experiences on our network

Make sure it sounds like it comes from an individual, not an anonymous organisation

Write as if you are speaking

All correspondence, for both internal and external audiences, should be in the first person rather than the third person. For example, 'we', 'our' or 'us' rather than 'TfL', 'our services' rather than 'TfL services'

Clear

It's important that we speak in the same language as our customers so they understand what we're saying; never use jargon or technical terms

Honest

When writing about issues that affect our customers, such as improvement work disrupting services, show that we recognise the inconvenience caused and give people the information and advice they need to continue their journeys

Be open, honest and factual. Similarly, when writing about consultations, for example, show that we care about people's views

Lively

If we're celebrating our successes, write in an upbeat and engaging style that grabs people's attention

touch in/touch out

 

trade names

See brand names

trade union(s)  

tram

Use lower case when referring to trams as a mode of transport: Children can travel free on trams

Trams is the name of the operating company

tram stop

 

Transforming the Tube/Transforming your Tube

Do not use

transgender/trans

Do not use 'transsexual'. Instead, refer to transgender people as trans

See also gender and sexuality

Transport for All Campaign group for accessible transport

Transport for London (TfL)

Never TFL (or with an italicised f)

Spell out in full on first mention in body text, including the abbreviation TfL in brackets. For all subsequent mentions, it is acceptable to use the abbreviation

The abbreviation may be used in document and section headings

Use 'we' rather than 'TfL' where possible as it's more personal. If using TfL is necessary, use third-person singular, for example 'TfL is responsible for...' not 'TfL are...'

We can be described as London's integrated transport authority. We are also a functional body of the Greater London Authority. Do not describe us as a government body or authority

Online exception:

Use TfL. It is not necessary to spell out in full in the first mention. It may be written in full if there is space and it adds clarity

Transport Policing and Enforcement Directorate

Do not use. Now Community, Safety, Enforcement and Policy

TTL Properties Limited (TTLP)

Do not use - the name for TfL's wholly-owned and managed property arm is now Places for London Limited (Places for London)

Do not abbreviate to Places or PfL

See Places for London Limited

Travel Assistance Scheme Do not use. Use Transport Mentoring Service

Travelcard

See individual entries: Student Travelcard and Discount Travelcard

Travel Information Centre

Do not use. Now Visitor Centre

travel support card

Not Travel Support card
Trixi mirrors Blind spot safety mirrors to help improve the visibility of cyclists to HGV drivers at left turns

Tube

'The Tube' (with a capital T) is acceptable colloquial shorthand for the London Underground

Tube improvement plan

Do not use. Refer to Tube improvements

Tube upgrade plan

Do not use. Refer to Tube improvements

turn up and go Not Turn Up and Go or turn-up-and-go
Tunnel Generally upper case when referring to a specific tunnel

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U

ULEX Do not use. Refer to ULEX as ULEZ expansion area
Ultra Low Emission Zone (ULEZ)

Write out in full at first mention and add (ULEZ) if there is more than one mention. Refer as ULEZ throughout after

Following the expansion of the ULEZ on 29 August 2023, refer to it as the London-wide ULEZ

under-14s

Requires a hyphen in all cases. This is true whenever referring to age-groups: under-14s; under-18s; over-60s

Avoid the common error of adding an apostrophe when making a word or abbreviation plural as this makes it possessive: under-16s not under-16's

See also plurals

Under-14 Oyster photocard

No longer issued. The current schemes are 5-10 Zip Oyster photocard and 11-15 Zip Oyster photocard

Underground

'The Underground' (with a capital U) is acceptable colloquial shorthand for London Underground

See also Tube

URL

Accepted abbreviation for 'uniform resource locator'. It refers to the web address of a particular page

See also website addresses

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V

variable message signs  
vs Use for versus. Do not use vs. or v.s. or v. 
Victoria Coach Station  
Vision and values A strong, green heartbeat for London
vision-impaired See also disability and blind
Vision Zero action plan  
Visitor Centre  
Visitor Oyster card  
vulnerable Do not use inverted commas. Also consider using the term shielding if require an alternative

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W

Walking action plan  
war(s)

Avoid referring to conflicts by name if possible - for example, use 'late 1940s' instead of 'post World War II'

Refer to World War I (not The Great War, WW1, World War 1) and World War II (not Second World War, WW2 or World War 2)

web

Lower case

webchat  

website

Not web-site or web site

website addresses

Referring to our website: When hyperlinking to our website in the body text of electronic documents don't include the www. You can instead write tfl.gov.uk/roads and insert the full hyperlink (https://tfl.gov.uk/campaign/our-plan-for-londons-roads) behind it

Referring to other websites: When referring to the address of a specific web page (including a site's homepage) in body text, write out the full address, but do not include http:// unless the address begins with something other than www:  www.london.gov.uk but http://thesaurus.reference.com

Only use single forward slashes within the link text (tfl.gov.uk/roads). Note that some addresses (tfl.gov.uk/modes/buses/) require an additional forward slash at the end to work

Online exception:

When including web addresses as links on web pages, use descriptive text or the title of the site, not the full web address:

  • The TfL website not http://www.tfl.gov.uk/
  • The GOV.UK website not https://www.gov.uk/

If you are linking to an external site, you should include the word 'website' and include it in the link. For example: 'Book a guide on the Guide London website', not 'Book a guide from Guide London'

weekend closures email 

Our travel tool that passengers subscribe to which provides a weekly email detailing planned service disruption affecting the coming weekend's travel

westbound  
West End of London 

See also London

 

west London 

See also London 

which/that

Generally, 'that' defines while 'which' informs: This is the house that Jack built; this house, which Jack built, is now falling down

As a general rule, use 'which' for descriptive clauses and place it between commas: The station, which has been closed for a year, will re-open on Monday

while

Not whilst

whole-lifecycle carbon emissions The carbon emissions resulting from the materials, construction and use of a building over its entire life, including demolition and disposal
Wi-Fi

Not wi-fi or WiFi

Woolwich Ferry  

work/life balance 

 

 

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Y

years

A forward slash can be used when listing years in reports or titles: 20015/16 (no spaces on either side of hyphen or forward slash)

Do not use an apostrophe for decades unless they are possessive: the 1960s; a 1960s' station

See also dates; numbers; plurals

yellow card reader

Use when referring to Oyster card readers

Do not use validator

youngsters

Refer to 'young people' rather than 'youngsters'

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Z

zero carbon city And net zero carbon city
zero-emission buses  

-ize endings

Use 'ise', not 'ize' : emphasise, realise (not emphasize, realize). The only exceptions are capsize and proper nouns (for example, company names)

Zip

Oyster photocards for young people that allow them to travel free or at a discounted rate

Zone/s

Use upper case only when referring to specific zones: Zones 1-3, the station is in Zone 3. Use lower case if writing generally: single-zone tickets; two zones

See also Congestion Charging zone; Low Emission Zone

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