Recording an incident: a checklist for PHV drivers

When something frightening happens at work, details fade fast. The handbook gives a list of what to record after an incident and says to record near misses as well. This guide turns that list into a form you can copy into your phone or notebook, and covers who to tell and how to look after yourself.

Before anything happens

The handbook says to find out in advance what your operator's reporting procedures are and who to go to after an incident like an attack or assault. Ask this on your first day. Our first-week checklist includes a place for it.

First actions

If something happens to you, the handbook says to tell your operator and, if necessary, also call the police and/or an ambulance, depending on the incident. In an emergency, call 999. For other reports, the handbook gives 101 for the police. If the behaviour was a hate crime, TfL urges you to report it to the police so it can be investigated.

If your own safety is at risk, deal with that first. The recording can wait until you are safe. See difficult and intoxicated passengers for what the handbook says about getting away from an aggressive person.

The record: nine points

The handbook says that when recording an incident you should try to include the following. Copy this list into a notes app.

1. When and where the incident happened.
2. Information about the attacker: name, address if known, description of clothing, age and gender.
3. Whether the attacker was one of your passengers.
4. A brief description of the incident.
5. Anything that might have caused the incident.
6. Details of any witnesses.
7. The type of incident: verbal threat, physical assault or written threat.
8. A description of any injuries.
9. An account of the immediate action taken.

Write what you saw and did, in the order it happened. Keep facts apart from guesses.

Near misses count

The handbook says it is important to record and report incidents that almost happened, as well as those that did. A near miss is a warning that a pattern may be forming, whether it involves a particular passenger, area or time of night. A note costs a minute. It can help your operator and the police see the pattern.

A crime reference number

The handbook mentions crime reference numbers in another context: when a badge is stolen, you should report it to the police and get a number. If you report a crime to the police, ask for the reference number and write it with the rest of your notes. See lost or stolen badge.

Looking after yourself

The handbook gives three steps for after an incident:

• Try to talk about what happened with a friend, a colleague or your operator.
• Find out if any support is available. It says there is advice on health and wellbeing on the TfL website.
• Report the incident to help avoid it happening in future.

It also says that if an incident happens while you are away from your vehicle, you should get back to it when you can and take time to calm down before you drive off. Do not drive while shaking or angry. Our safer driving guide explains why concentration matters.

Safeguarding notes are similar

The same habit applies when you are worried about a child or an adult at risk. The handbook suggests keeping a written or recorded note with dates, times, a description of what happened and details of the people involved, to pass to the police. See the safeguarding guide.

Keep it private

Notes may include other people's names and addresses. Store them securely and share them only with your operator, the police or TfL when needed. See record keeping for drivers.

What the handbook does not say

It does not give a time limit for reporting to your operator, and it does not say how long to keep notes. It does not describe TfL support services in detail. Check TfL's current pages.

Where this comes from

Handbook section 4 (What to do if you are attacked or assaulted; After an incident), section 9 (Carrying children and adults at risk) and section 1 (Lost PHV driver's badge and licence). Checked on 2 October 2026.