FAQ

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Answer:

No, you will receive a reminder letter, email or text message, but you will have to apply for a new permit. 

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

Answer:

If you have a paper permit, please complete the contact form and any refund due will be calculated from the date we receive your request. We will refund the card used to pay for the permit. However, in case we are unable to refund your card can you also provide your bank sort code and account number. Please allow up to 10 working days to receive your refund.

If you have a virtual permit, you need to log in to your parking account. In the Permit section click on ‘View’ and then click on the tab ‘Cancel Permit’. Any refund due will be calculated from the date we receive your request. We will refund the card used to pay for the permit. Please allow up to one month to receive your refund.

Answer:
Please double check you enter the vehicle registration correctly. If your vehicle registration is not recognised when you are trying to apply for a permit, please contact us and we will investigate.
Answer:

If you have a permit and you get a replacement car while your vehicle is off the road, please complete the contact form. Upload a letter from the garage to confirm that your vehicle is off the road and for how long. We will aim to process your request within three working days. In the meantime, you will have to make alternative parking arrangements, such as visitor vouchers or resident daily permit.

Answer:

Data Controller and Purpose

The information you provide will be used by the London Borough of Tower Hamlets’ Safer Neighbourhoods Operations Service, to process your personal data.

We process your data in accordance with the General Data Protection Regulation (GDPR) and Data Protection Act 2018 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 including name, date of birth, address and other contact details such as school or college where appropriate, under Part 3 of the Data Protection Act 2018 as necessary for a law enforcement task in the substantial public interest.

It is also necessary for us to process your special category data including gender, disability and ethnicity, under Schedule 8 of the Data Protection Act 2018.

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 6 years after the case is closed. 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 internally, drug and alcohol services, housing, business support and externally Police, Registered Housing Providers and agencies involved in the Criminal Justice process.

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 social protection law and in accordance with data protection legislation.

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 and how to complain to the Information Commissioner. 

Answer:

Yes, we have measures in place to restrict the number of people who enter our building and we are following all government guidance.

The council is working closely with Public Health England, the NHS and others and we are responding as the situation evolves, so we are prepared to adapt our measures in the Register Office if necessary.

Please be assured the safety of our residents and staff is our top priority at this time, so we are making sure we incorporate all government guidance, while continuing to deliver this critical service for our residents. 

Answer:

We are not accepting any more marriage or civil partnership bookings. More information will be provided once we receive official advice from the government.

Answer:

Unfortunately we are unable to process any requests for copy certificates.

We are asking that all applications are sent to the General Register Office

Answer:

The council is working closely with Public Health England, the NHS and others and we are responding as the situation evolves.

We are following all official guidance to help protect our residents and our staff.

This includes making hand sanitiser readily available in our Register Office.

Please check the latest information about COVID-19 before visiting us

Ensure you are following the latest NHS advice at all times.

You must stay at home if you, or if anyone you live with has coronavirus symptoms.   

You can subscribe to council updates on coronavirus at www.towerhamlets.gov.uk/signup

Answer:
The Metropolitan Police Business Crime Hub has issued some useful guidance about ensuring your business does not become a victim of crime during these challenging times.
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