Parking, Mobility & Transport services customer charter

This Parking & Mobility Services customer charter sets out our customer promise and our commitments to you in order to provide a quality service. It explains why the council regulates parking and traffic schemes, and how you can assist us by setting our expectations of you.

Please take the time to give us your views on this charter by completing the parking and mobility survey as we welcome your comments and value customer feedback.

Customer promise

Staff will identify themselves and their section
Be polite, helpful and honest
Treat you with respect
Treat you fairly
Listen to your views
Make it clear what we can and cannot do
Be accountable for the service we provide
Consider your needs when designing our service
Deliver services that anticipate your needs
Admit when things go wrong and do our best to put them right
To comply with the statutory legislation and appropriate policies
Hold quarterly contract management meetings with all contractors and agency providers to review performance and quality of service and identify potential for further efficiencies and improvement

Why the council regulates parking and traffic schemes

To balance the needs of all road users
To enable the most vulnerable to be able to travel
To support and stimulate the local economy
To contribute to the delivery of Mayor's transport scheme and general transport strategy and objectives
To improve road safety for all stakeholders
To reduce congestion and emissions
To contribute to improving the environment
To manage the kerbside space.

What we expect from you

That you make reasonable efforts to check for signs, suspension notices and the like when parking
That you are prepared to use ourpay by phone service when you park
To check all details of your parking session is valid when using our pay by phone services
That you buy enough time to cover your stay, allowing for the possibility of delays
That you do not ignore Penalty Charge Notices, Notice to Owner or other documentation from us
That you provide as much information as possible and enclose proof if you have any when making an appeal
That you renew your permit before the expiry date
That you check your Blue Badge is clearly displayed before leaving your vehicle
To ensure your virtual permit/visitor voucher is activated online when you park
That you notify us of any suspected abandoned vehicles on the highway
That your vehicle is correctly registered with DVLA
That you provide all the required documentation to accompany mobility support and permit applications.

Parking & Mobility Services commitment to provide a quality service

Contractors and Agency providers to work with us in reviewing performance and quality of service to identify realistic efficiencies and improvements where possible.

Controlled Parking Zones (CPZ) – We will consult with all relevant stakeholders regarding amendments to CPZs in their area.
Disabled bays – We will aim to install all disabled bays within six months of request, subject to meeting the council’s criteria.
Abandoned vehicle service – An officer will aim to visit a reported vehicle to assess whether it can be removed as abandoned within 48 hours of being reported.When a vehicle is confirmed as abandoned, we will aim to remove it within 48 hours of being legally permitted. This applies to council highways and not estates.
Parking Permits – we will aim to confirm your application for a virtual permit and issue within three working days, provided you meet the criteria.
Freedom Passes / Taxicards – We will aim to process applications for Disabled Persons Freedom passes and Taxicards within 14 days of receipt, on the condition that all required documentation is submitted with the application.
Blue Badges - We will aim to process applications for Disabled Persons Blue Badge within 12 weeks of receipt, on the condition that all required documentation is submitted with the application.
Penalty Charge Notices (PCNs) – We aim to respond to challenges and representations against PCNs within 21 days (our statutory requirement is 56 days).
Emergency parking enforcement – We will aim to remove vehicles blocking driveways, using disabled parking bays without displaying blue badges or causing serious danger or obstruction within two hours of being reported during our specified times. This applies to council highways and not estates.
Complaints – We will aim to reply to you within ten working days; however please note that there is a separate legal process for challenging a PCN.
Suspensions – We require applications to be requested at least seven days in advance and we will aim to process them within two working days. We will try to ensure that three working days’ notice is given of suspensions however; there may occasionally be emergency situations where this is not possible.
Dispensations – We require applications to be requested as least three working days in advance and we will aim to process them within two working days.

We review continuously and seek to improve our service and value customer feedback.