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Answer:

We take your privacy very seriously therefore we urge you to read this policy very carefully because it contains important information about us and:

  1. the personal information we collect about you
  2. what we do with your information, and
  3. who your information may be shared with.

Who we are

Tower Hamlets Borough Council (‘we’ or ‘us’) are a ‘data controller’ for the purpose of the General Data Protection Regulations, (i.e. we are responsible for, and control the processing of, your personal information).

What is the legal basis for the collection, use and storage of the data?

We require this data for Statutory reasons under the Traffic Management Act 2004 (and associated regulations) and the Transport Act 2000, (and associated regulations, notably the Bus Lane Contraventions (Penalty Charges, Adjudication and Enforcement) (England) Regulations 2005).

Information we collect

We collect the following information about you:

  1. Vehicle registration mark
  2. Name
  3. Address

Some examples of when we collect this information include:

When a vehicle is seen in contravention, Bus Lane/Parking

We will contact the DVLA to obtain the Registered Keeper details to issue a Penalty Charge Notice/Notice to Owner If the vehicle is hired/lease then we request a copy of the hire/lease agreement from the registered keeper of the vehicle to enable the transfer of liability If the registered keeper has sold the vehicle, then we can obtain details of the new keeper from the registered keeper at the time of contravention.

Monitoring and recording communications

We may monitor communications such as emails and telephone calls for the following purposes:

  1. Quality assurance
  2. Training
  3. Fraud prevention
  4. Compliance.

How we use the information we collect

We collect information about you for the following purposes:

  1. the keeper/hirer details are obtained to enable the council to enforce the Penalty Charge Notice/Notice to Owner under the Statutory Process in place.

For information about the statutory process please visit the London Tribunals page.

Give details of how long the data will be stored and criteria used to determine this?

Data is stored for a period of up to two years after the case is closed, or for as long as the case remains outstanding.

Who your information may be shared with?

We may share your information with:

  1. WSP Ltd
  2. DVLA
  3. Enforcement Agencies
  4. Law enforcement agencies in connection with any investigation to help prevent unlawful activity
  5. Northgate Public Services
  6. NSL Services Group
  7. Siemens
  8. The Traffic Enforcement Centre
  9. Other local authorities.

The information will be shared internally for the better performance and efficiency of council services.

Keeping your information secure

We will use technological and organisational measures to keep your information secure. These measures may include the following examples:

  1. all data is stored on a database on a secure server which are password protected
  2. all payment processing is done using PCI compliance systems.

What rights do you have?

The data protection legislation provides you with rights in regards to your personal data, these are: the right to be informed, the right of access, the right to rectification, the right to erase, the right to restrict processing, the right to data portability, the right to object and the rights in relation to automated decision making and profiling.

Right of Access – you have a right to request a copy of your information

You can request a copy of your information which we hold (this is known as a subject access request). If you would like a copy please:

  1. Email or write to us (using the following contact details)
  2. show us proof of your identity and address (a copy of your driving licence or passport and a recent utility or credit card bill), and
  3. tell us the information you want a copy of, including any account or reference numbers, if you have them
  4. you can make a Subject Access Request.

Right to correct any mistakes in your information

You can request us to correct any mistakes in your information which we hold free of charge. If you would like to do this, please;

  1. write to us (using the contact details below)
  2. give us have enough information to identify you such as; your reference, Penalty Charge Notice number (PCN), name, address and vehicle registration details
  3. let us know the information that is incorrect and what it should be replaced with giving dates.

Right to be forgotten

You have the right to be forgotten so you can ask for your personal information to be deleted where:

  1. it is no longer needed for the reason why it was collected in the first place
  2. you have removed your consent for us to use your information and we do not have to keep your information for legal reasons.

If we have shared your personal information with others, we will do what we can to make sure those using your personal information comply with your request for erasure.

Answer:

No, your permit is valid until it expires and you will have to apply for a new one.

You can apply for a new permit up to one month before your old one expires and you can change the start date so that you do not lose any time.

Answer:

Your paper permit has already been added to the new system as a virtual permit, so you do not need to display it.

Answer:

When you register on the new parking portal, an email with a verification link is sent to confirm the email address that was provided. The registration process is not complete until you have clicked the verification link.

If you do not see the verification emails in your inbox, please:

  1. ensure you are using the same email address that you registered with. If you have mistyped the email when registering, this will not work, and you will need to start the registration process again.
  2. check your email spam/junk filter for the email.

If you still do not receive a verification email and it’s been an hour since registering, please contact us.

Answer:

You can reset your password on the password reset page.

You can only reset your password for an account if you have completed the registration process already, including clicking on the verification link sent to your email when you registered.

If you are having problems verifying your account or resetting your password, please

  1. ensure you are using the same email address that you registered with
  2. check your email spam/junk filter for the email.

If you are still unable to reset your password, please contact us.

Answer:

We check the CO2 emissions or engine size of your vehicle to work out your price band. You can find this information on your V5C document to check against the price of your permit.

Second and third resident permits for a household are also charge extra, and there is an extra charge for diesel vehicles.

If you have checked the cost of your permit and still believe it is wrong, please contact us and we will investigate. We will aim to process your request within 3 working days. In the meantime, you will have to make alternative parking arrangements, such as visitor vouchers or resident daily permit.

Answer:
Each permit type is linked to a customer type (resident, business and public service), which has to be pre-selected during registration. If you need both a resident and business parking permit, you will need two separate parking accounts, using two different email addresses. One will be for your resident permits and the other for business permits.
Answer:
In some email clients, the verification link does not open when clicking on it. If this has happened to you, please copy the whole link and paste it in to the address field of your browser and press <enter>.
Answer:

Data controller and purpose

This privacy notice applies to you (“the service user”) and the London Borough of Tower Hamlets (“the council”).  The council takes the privacy of your information very seriously. This privacy notice applies to the council’s use of any and all of the data provided by you or collected by the council in relation to your use of this service. It is important that you understand that sometimes we will need to share your data with other agencies where necessary or appropriate and by engaging with our service you understand that that your data may be shared.

The information you provide will be used by the London Borough of Tower Hamlets and City of London Youth Justice Service to process your personal data for the purposes of youth justice services. The information collect may include the following: name, date of birth, address, health, family, religion, ethnicity, disability, gender, language, sexual orientation, offences.

We process your data in accordance with the General Data Protection Regulation (GDPR) and if you have any concerns the council’s Data Protection Officer can be contacted on DPO@towerhamlets.gov.uk.

Condition for processing personal data

It is necessary for us to process your personal data such as name and address under the following Articles:

  1. 6(1)(c) compliance with a legal obligation

 And more personal data such as health, personal and household circumstances as Special Category Data under GDPR:

  1. 9(2)(b) employment, social security or social protection law, collective agreement.
  2. 9(2)(g) substantial public interest on the basis of Union or Member State law
  3. 9(2)(j) archiving in the public interest, or scientific and historical research purposes or statistical purposes

Additional Legislations are as follows:

  1. Children Act 1989 and 2014
  2. Children (Leaving Care) Act 2000
  3. Crime and Disorder Act 1998
  4. Offender Management Act 2007
  5. Health and Social Care Act 2012
  6. Criminal Justice Act 2003;
  7. Powers of Criminal Courts (Sentencing) Act 2000
  8. Criminal Justice and Immigration Act 2008
  9. Legal Aid, Sentencing and Punishment of Offenders Act 2012

A delay in you providing the information requested may result in a delay in providing appropriate services.

How long do we keep your information?

We will only hold your information for as long as is required by law and to provide you with the necessary services. This is likely to be for 10 years after the case is closed and the last contact with the Youth Justice Service. For further details, you can view our retention schedule.

We may also anonymise some personal data you provide to us to ensure that you cannot be identified and use this for statistical analysis of data to allow the Council to effectively target and plan the provision of services. 

Information sharing

Your personal information may be shared with internal departments or with external partners and agencies involved in delivering services on our behalf. As stated above this will include but is not limited to: Police, Health services, Education Training and Employment (ETE) providers, Probation, custodial establishments, Courts and other judicial agencies, Housing, Department for Education (DfE), Electronic Monitoring contractors.

The council has a duty to protect public funds and may use personal information and data-matching techniques to detect and prevent fraud, and ensure public money is targeted and spent in the most appropriate and cost-effective way. Information may be shared with internal services and external bodies like the Audit Commission, Department for Work and Pensions, other local authorities, HM Revenue and Customs, and the Police. This activity is carried out under Article 9(2)(b) of the GDPR, under social protection law.

We have a duty to improve the health of the population we serve. To help with this, we use data and information from a range of sources including hospitals to understand more about the nature and causes of disease and ill-health in the area. This data would normally be anonymised and never used to make decisions on a specific individual or family.

Your Rights

You can find out more about your rights on our data protection page and this includes details of your rights about automated decisions, such as the ranking of Housing Applications, and how to complain to the Information Commissioner. 

Answer:

When you are registering for a parking account, the system will set your customer type. Which permits you see listed will depend on the customer type (business, customer and public service). You can check the customer type linked to each permit on the parking permit webpages.

Please scroll through the complete list of permits. The scrollbar is currently not easily visible on some browsers and tablets/phones, but it is possible to scroll through.

If you realise that you have selected the wrong customer type during registration, you can contact us to change it.

If you do not see any permits listed at all, please contact us.

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