Department for Transport
The Department for Transport's Transport Infrastructure Planning Unit can assist with queries related to Transport and Works Act (TWA) applications, including powers to construct and operate transport systems like railways and tramways. Common reasons for calling include seeking guidance on application procedures, filing complaints about application handling, and challenging decisions made by the Secretary of State. Typical wait times are not specified, but delays may occur during peak periods. It's recommended to call during standard operating hours for the best chance of reaching a representative. If you know the relevant case officer, direct contact is advised for more efficient service.
Updated 15 Dec 2025
Expected outcomes
- Answer TWA application queries
- Process complaints about applications
- Guide on challenging decisions
- Provide application procedure details
- Connect with case officers
Call preparation
Assemble everything before you dial. These requirements are verified by our call analysts and updated as organizations change their scripts.
- Application reference
- Contact details
- Nature of query
- Details of complaint
- Decision letter
- Case officer contact
Known issues
Some users experience delays in receiving responses to their queries and complaints, particularly during busy periods or for more complex applications. If a response is delayed, it is advisable to escalate the issue to the relevant case officer or follow up via email. Ensuring you have all necessary information, such as application references and decision letters, can help expedite the process. For urgent matters, contacting the case officer directly may yield faster results.
