Light rail, heavy impact: A new era for the Docklands Light Railway (DLR)

Rail Director, May 2025.

If recent journeys on the Docklands Light Railway (DLR) have felt seamless despite some of the changes of the past year, then we hope that’s a sign we’re getting things right. Last month marked the start of a new eight-year contract for KeolisAmey Docklands, a 70:30 joint venture between Keolis and Amey, to operate and maintain the network.

We’re proud to have been trusted once again by Transport for London (TfL) to run one of the capital’s most vital transport arteries – something we’ve had the privilege of doing for the past decade.

In that time, we’ve carried over one billion passenger journeys, consistently ranked in the top two of all TfL modes for customer satisfaction and been recognised with 16 industry awards. That includes being named Operator of the Year six times.

But this isn’t just a continuation of service, it’s the beginning of a new chapter. We’re bringing an ambitious vision for what the next eight years will look like for commuters, colleagues and communities alike. Keolis is the world’s leading operator of automatic metro systems and tramways and we will continue to bring this expertise to London alongside Amey, a leading provider of engineering, operations and decarbonisation solutions for UK infrastructure and complex facilities.

Our focus is clear – deliver a network that’s safer, more sustainable and consistently delivers a higher standard for everyone who uses it.

Safety first

We want to ensure we maintain the highest standards across every part of the DLR experience – from ensuring escalators and lifts are consistently available, to cracking down on fare evasion in a way that makes the network feel fairer and more secure. We know that’s important to the vast majority of passengers who simply want a safe and reliable journey and we’re committed to ensuring they see a marked difference in how they feel using public transport.

The safety of our passengers and staff will always be a priority for us. That’s why we’re proud to be supporting TfL’s Vision Zero goal to eliminate deaths and serious injuries on the capital’s transport network.

A more sustainable future

And the DLR has a crucial role to play in driving a cleaner, more sustainable future for London. That’s why we’re supporting TfL in its drive to reduce carbon emissions and improve air quality across the city.

A big part of that will be the introduction of 54 new DLR trains. These modern, energy-efficient trains will not only improve frequency and reliability but also replace some of the oldest vehicles on the network, helping reduce emissions while better meeting the needs of a growing East London.

That growth is significant. In areas like the Royal Docks and the Isle of Dogs, where the DLR is the main transport option, demand is rising fast and is now around 12% higher than it was before the pandemic. Our timetable enhancements and capacity upgrades are designed to keep pace with that growth, offering more people a clean and reliable alternative to car travel.

Raising the bar on services

But we know for most passengers, it’s the day-to-day experience that counts. The ease of buying a ticket. The clarity of the information screens. The confidence that help is there when it’s needed. That’s why the new contract comes with new customer satisfaction targets around the things that matter most: the availability of lifts and escalators, the appearance and reliability of ticket machines and the effectiveness of customer information.

We’re also rolling out and promoting Access DLR – a free travel assistance service for anyone over 18 who needs extra support. Accessibility must never be an afterthought and we want every passenger to feel confident and supported on their journey.

Put simply, we want to make every DLR journey better than the last.

The next eight years is about more than infrastructure and performance metrics. It’s about the people that make London one of the best cities in the world. It’s about our colleagues who work hard every day to keep the network moving. It’s about the local communities who rely on the DLR to get to work, school and see their loved ones. And it’s about the businesses and investors who see East London as one of the capital’s most dynamic and connected places to grow.

We’re proud of what we’ve achieved as KeolisAmey Docklands so far. But we’re even more excited about what comes next. Together with TfL, we’ll continue to deliver a DLR that’s safer, greener and better for everyone.