DEAF and hard of hearing passengers of public transport in Richmond feel they are being failed by services, according to a new survey by the RNID (Royal National Institute for the Deaf).

Transport for All shows that only eight per cent of underground passengers and 12 per cent of train passengers from the borough think enough is being done to make sure they would be able to follow procedures and instructions in an emergency.

Only nine per cent of underground passengers and no train passengers think enough real-time information is given.

And only 12 per cent of underground users and eight per cent of bus users from Richmond think customer service staff, drivers and conductors are deaf aware.

For train users, only 20 per cent feel station staff are deaf aware.

Dr John Low, chief executive of RNID, said: "It is really quite astounding that one of the world's largest transport systems still relies almost entirely on its passengers being able to hear.

"This survey provides clear evidence that barriers to public transport continue to exist and the level of access for deaf and hard of hearing people experience is still falling short of what they should reasonably expect.

"Some progress has taken place but despite assurances in 2001 by Robert Kiley, commissioner of Transport at Transport for London (TfL), that changes would be made, this report clearly shows that promises have not been met."

TfL claims it is working hard to improve accessibility on London's public transport and is putting a substantial investment of time and money into meeting the needs of disabled passengers, including the deaf and hard of hearing.

Improvements include more dot matrix indicators giving information on the tube, induction loops in ticket halls and platforms, and an updated visual display system on the bus network.

A spokesman said: "We are also on target for all London bus drivers to have completed a qualification by the end of the year which includes training to raise awareness of the issues faced by hearing-impaired passengers."