SERU staying safe: questions and answers
32 practice questions for the TfL SERU assessment, with answers and explanations at the end.
Free from taxiknowledgetest.co.uk. Not an official council or TfL document: check the current official guidance.
Questions
Protecting yourself
A passenger in your PHV starts to shout angrily at you. What can you do first?
You can ask a violent passenger to leave your vehicle, but only if it is blank.
Someone shouts offensive words at you because of your faith. What is this?
A passenger racially abused you yesterday. Nobody is in danger now. Which number should you call to tell the police?
Check the passenger's name and destination before they get in. This helps to make sure they do not get into the blank.
Before the journey starts, tell the passenger where you are going, the route, how long it may take and the blank.
A passenger changes the destination while you are driving. Who must then tell the passenger the new fare?
A device that lets you call for help when you work alone is called a blank device.
Warning signs and calming things down
Which of these can be a warning sign that a passenger may become aggressive?
A passenger who keeps blank their fingers and has crossed arms may be getting angry.
A quiet passenger suddenly changes how they speak and you feel worried. What should you do?
If you notice a possible problem early, you have more blank to avoid it.
A passenger is upset and getting louder. What is the best way to speak to them?
When an angry passenger is telling you their problem, listen and do not blank them.
A passenger keeps complaining about something you cannot fix. What is a good way to end the talk?
You cannot calm a passenger and fear violence. If necessary, find a safe place to stop, turn off the engine and blank.
Drink, drugs and medical emergencies
Why can a passenger who has taken drugs or alcohol be difficult to deal with?
Drink and drugs can make it harder for a passenger to think or blank clearly.
You arrive at a pick-up. You are worried about the passenger's condition. What should you do?
You have the right to refuse a passenger who cannot blank because of drink or drugs.
A passenger is too drunk to confirm the address, but a friend is with them. What should you try to do?
A passenger is unconscious and no one else can help. Call 999 and blank until the emergency services arrive.
An injured passenger is being violent while you wait for an ambulance. Where should you wait?
When a passenger is unwell and aggressive, think about your blank first and do not put yourself at risk.
After an incident, and CCTV
A passenger attacks you. Who should you tell?
Find out blank what your operator's reporting procedures are.
A passenger almost hit you, but in the end nothing happened. What should you do?
Which of these should you put in your record of an incident?
When you record an incident, say what type it was, for example a verbal threat, a written threat or a physical blank.
Something frightening happens while you are away from your vehicle. What should you do when you get back to it?
A CCTV camera may make your insurance cheaper, because a recording can be useful blank in a dispute.
Your PHV has CCTV. Where must the TfL CCTV sign go?
Answers
- B. Tell them you will not accept that behaviour. You have a right to say that you will not accept angry or violent behaviour. If that fails, you can ask them to leave when it is safe.
- B. safe to do so. The Handbook puts safety first. Ask the person to leave only when it is safe to do this.
- A. A hate crime. Offensive or violent behaviour because of race, faith, sexual orientation, disability or gender identity is a hate crime. TfL urges you to report it to the police.
- D. 101. TfL advises drivers to report these incidents to the police as soon as possible. Use 101, or 999 in an emergency.
- B. wrong vehicle. A check before the passenger gets in helps to stop mistakes and reduces the risk of a disagreement.
- C. fare. Being clear about these things at the start reduces the risk of a disagreement later.
- C. The operator. Tell your operator about the change. It is the operator's job to give the passenger the new fare.
- B. lone worker. You should think about carrying a lone worker device or asking your operator for one. You can use it to let someone know you need help.
- D. Hands held tightly in fists. Tight fists are a sign that someone is getting angrier. Others include aggressive staring, a raised voice and a sudden change in behaviour.
- D. tapping. Tapping fingers and crossed arms are both on the Handbook's list of signs that someone may become aggressive.
- D. Trust your feelings and act straight away. A change in voice or behaviour can be a warning sign. Do not ignore these signs. If you are concerned, act immediately.
- A. choices. Spotting a problem early gives you more ways to deal with it before it gets worse.
- A. Calmly, without raising your voice. Talking calmly and not raising your voice is one of the ways to reduce the chance of violence.
- D. interrupt. Listening without interrupting, responding to their concerns and asking questions can all reduce the risk of violence.
- C. Say someone at the destination may be able to sort it out. A planned way to excuse yourself helps in a difficult situation, such as saying someone at the address may be able to help.
- A. take the keys and get out. Getting away is the aim. If the person also gets out, you may be able to get back in, lock the doors and drive away if it is safe.
- C. Their behaviour can be hard to predict. Drink and drugs can affect how clearly someone thinks and communicates. Some people may become aggressive, but not all.
- D. communicate. This is why a passenger may not be able to confirm where they want to go.
- B. Contact your operator immediately. Pick-up is your chance to see how the passenger is, in body and mind. If you are worried, call your operator straight away.
- A. walk. You can refuse them because you cannot be sure they could get out of your vehicle without help.
- C. Insist that the friend travels with them. If possible, insist a friend comes with them, or speak to a friend by phone to confirm the destination.
- D. stay with them. If someone is unconscious, extremely unwell or injured and there is no one else to help, call 999 and stay until help comes.
- A. Somewhere safe where you can still see them. Think about your own safety first. Move somewhere safe, but keep the person in view until the emergency services arrive.
- B. personal safety. You should help by calling the emergency services, but you must not put yourself in danger.
- B. Your operator and, if needed, the police or an ambulance. Tell your operator. If necessary, also call the police, an ambulance or both, depending on what happened.
- C. before anything happens. It is important to know in advance where you can go for help and how to report an incident.
- C. Record and report it. Incidents that almost happened should be recorded and reported, as well as ones that did happen.
- A. Details of any witnesses. A record should include when and where it happened, details of the attacker, witnesses, injuries and what action was taken.
- B. assault. The type of incident is one of the details the Handbook asks you to record.
- D. Try to calm down before you drive off. Get to your vehicle when you can, then try to take time to calm down before driving.
- C. evidence. A recording can help to show what happened when there is a dispute with a passenger. CCTV can also reduce threats and violence.
- A. Where passengers can see it and it does not block your view. TfL requires a sign in all PHVs with CCTV. The owner chooses the place, but it must be easy for passengers to see and must not block the driver's view.
Sources
- Private Hire Vehicle Driver's Handbook, version 1.0, Transport for London, published 30 September 2021. Checked 1 November 2026. https://content.tfl.gov.uk/phv-driver-handbook-v1.pdf