Parking update

The recent change to resident parking permit terms and conditions on 1 September 2020 has been put on hold for further review. Your permit will be valid all day in the zone that you live in and up to three hours in any other zone from the time that you first park.

Permit renewals

We introduced a new online system on 1 October 2019. If you have a paper permit, or if your virtual (paperless) permit was issued between 1 October 2019 and 26 November 2019 then you will need to apply for a new permit on or before the expiry date. You will then be able to select the date that you want the new permit to start from.

Call centre waiting times

Our call centre is currently receiving a high volume of calls with longer than usual waiting times. We advise customers to use our online form for parking permit enquiries for the quickest response.

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Annual parking report 2018-2019

Contents

  1. Introduction
  2. Our service: vision and mission
  3. Parking
  4. Mobility support
  5. What concessionary travel and parking schemes do we offer?
  6. Car clubs
  7. Excellence achieved - awarded ISO 9001:2015
  8. Customer compliments
  9. Fraud team
  10. Disabled Persons Freedom Pass
  11. Statistical reporting
  12. What’s next
  13. Contact us

Introduction

 The need for parking controls in Tower Hamlets is evident. Parking & Mobility Services helps to maintain a safe and efficient traffic flow across the borough, ensuring safe and fair parking for all stakeholders.

The Traffic Management Act 2004 (TMA) was implemented on 31 March 2008, allowing civil parking enforcement to be carried out by authorities across England and Wales.

The aim of the TMA is to provide a consistent set of regulations and procedures throughout England and Wales, while allowing parking policies to suit local circumstances. It also seeks to ensure that the system is fair to the motorist as well as effective in enforcing parking contraventions when they occur.

London authorities also have additional powers of enforcement that do not exist outside the capital. For example, only London authorities have legislation to cover enforcement of moving traffic contraventions and footway parking.

Guidance issued under the TMA states that enforcement authorities should publish an annual report six months after the end of the financial year.

This document covers all parking enforcement activity from 1 April 2018 to 31 March 2019 as well as additional information on our service as a whole.


 

Our service: vision and mission

Our aim is to place the customer at the forefront of everything that we do whilst focusing on being transparent in overall service provision as well as operating efficiently and effectively to ensure value for money for the council, the residents of Tower Hamlets and the community that we serve.

Our vision and mission provides the goals for the service and gives a clear direction to staff and forms part of our service objectives.

Tower Hamlets Council is committed to the community and customers that it serves and this has been reflected in our vision and mission.

Image of the parking service's performance framework pyramid.

Our vision and mission

Our vision is for Parking & Mobility Services to be a flagship in service delivery by using the newest technology, being customer-focussed, transparent, robust in enforcement and efficient in overall service provision.

To do this, our mission is to:

  • provide a range of concessionary travel and parking schemes to give residents with disabilities greater opportunities for independent travel
  • create and maintain safe and efficient traffic flow through the borough
  • provide and maintain the best possible parking infrastructure in terms of bays, signs and lines, payment options for parking and ICT
  • provide safe and fair parking space for all road users in line with their needs, as well as easy access to that parking
  • conduct effective and robust parking and traffic enforcement, from issuing PCNs to recovering debt
  • consider complaints, comments and requests from customers and members professionally and transparently
  • effectively deal with abandoned vehicles
  • deliver high quality, customer focused processes and seek to improve continually
  • support the council in retaining the Investors In People
  • Our Customer Charter sets out our promises and commitments to all our customers and stakeholders and our aim to be transparent in delivering the services. It also sets out how we aim to deliver our services to the community.
  • Our Charter can be found on our website and sets out our commitments to our customers and gives a clear direction for all our staff on our expectations.

Parking

Parking controls in Tower Hamlets are essential to keep traffic moving and create and maintain safe access for residents, visitors, businesses and all customers.

Tower Hamlets has an average population density of 149 persons/ha, the third most densely populated borough in London and the second highest of the inner London boroughs. The population has increased by 35.3% (79,603 people) over the past 10 years. The overall population increase for inner London was 16.5% over the same timeframe. This places significant pressure on existing transport infrastructure.

The net result of balancing the needs and expectations of all customers is that parking and traffic enforcement is now a significant activity for the council and consequently has great impact and immediate relevance to our residents, visitors and businesses.

A level of parking provision is important for the borough and for the convenience of residents and visitors alike. It must, however, be recognised that parking space and availability is directly linked to traffic volume, which is linked to traffic congestion, pollution and noise, as well as damaging health and climate change impacts. A careful balance must therefore be struck between parking provision, parking controls, levels of charges and enforcement. This is in order to ensure that we optimise the social, environmental and economic wellbeing for local citizens, as well as for sustainability and environmental issues.

The number of cars owned in borough has also risen sharply in the last five years, Reflected in increase in car parking permits from 30k in 2013/14 to 35k in 2018/19

Residential permits have also increased in the borough. There are approximately 25,000 marked bays for vehicle use of which around 22,000 are available for residential car parking. The space allocated for this is equivalent to an area half the size of Victoria Park and approximately 60-65% of kerbside space on roads in the borough.

This shows that although the borough has good transport links we are still experiencing high levels of vehicle use and need to manage this to ensure the network doesn’t get congested.


 

Mobility support

Parking & Mobility Services in Tower Hamlets continues to provide a range of concessionary travel and parking schemes to give residents with disabilities greater opportunities for independent travel.

The Mobility Support Team currently administers active Disabled Persons Freedom Passes which have a lifespan of 5 years. Each year approximately 6% of passes expire on 31 March and require a renewal process being implemented. However in 2020 due to historic reasons, some 76% of all passes will expire and the renewal process will be far larger than any since 2015 and will require early planning and extra staffing resources.

The Mobility Support budget for 2018/19 is £9,383,188 with a specific spend for Freedom Passes and Taxicards amounting to £9,202,902.


What concessionary travel and parking schemes do we offer?

Disabled Person’s Freedom Pass

The Disabled Person’s Freedom Pass is a travel permit for residents with disabilities. It is paid for by Tower Hamlets Council and allows free travel on London Underground; buses, DLR; trams and National Rail within Greater London.

Taxicard Scheme

The Taxicard scheme offers reduced fares in black cabs for people who have a long term or permanent illness or disability, which prevents them from using or significantly limits their use of public transport.

The cabs in the scheme carry ramps and are accessible to wheelchair user. Please note that the scheme is not available to people who suffer temporary disabilities, for example a broken leg.

The Taxicard may be used for any type of journey, for example shopping, visiting friends, GP appointments, but should not be used for hospital appointments, for which the health authority should provide transport.

Disabled Blue Badges

The Department for Transport are undergoing changes to the eligibility criteria for the Disabled Blue Badges. The legislation comes into force on the 30th of August 2019 to include those with a range of “hidden disabilities” to become eligible. A guidance report has recently been issued by the Department for Transport outlining the those applicants who may now become automatically eligible for a Blue Badge and indications are that there is likely to be a 30% increase in applicants becoming eligible.

The London Borough of Tower Hamlets also provide a rsonalised Disabled Bay which is a disabled parking bay provided near resident’s homes and residents with severe disabilities may be eligible to apply for one. Permits will generally only be issued to disabled drivers and are vehicle and bay specific. (No other permit or blue badge is valid for use within the allocated bay except the bay-specific permit.) There are no charges for a Personalised Disabled Bay.


 

Car clubs

A car club is a ‘demand-responsive’ service for self-drive vehicles. Designed for short-term journeys, the service gives the benefit of access to a vehicle only when it is required.

Tower Hamlets Council operates under the following models

  • Individual Fixed-Point Model, where vehicles taken from a reserved parking place and either returned to the same place or left at another fixed location.
  • Individual Free-Floating Model, where vehicles are parked in any permitted on-street parking place, scheme users pick up the vehicle and return it to any other permitted parking place.

Once registered, scheme users usually book a vehicle, locate it and unlock it using a mobile phone application. This application can then be used to report faults or damage to the vehicle, provide scheme users of the cost and duration of their use and make payments.

Current position

The following tables show the operators, operating model, commencement date and contract revenue for each model:

Individual fixed-point model

Operator

Commencement date

2018-19 Revenue

Enterprise

Approximately 10 years

~£600 / 12 months / 5 spaces

ZipCar

Approximately 10 years

~£16k / 12 months / 121 spaces

 

Individual free-floating model

Operator

Commencement date

2018-19 Revenue

DriveNow

Aug 18

~£26k / 12 months / 20 permits

Ubeeqo

Nov 18

~£78k 12 months / 60 permits

ZipCar

Feb 18

~£65k 12 months / 50 permits

 

Zipcar reports a 41% increase in membership on the previous year, now representing over 15,000 members, and an average utilisation rate of 38%, representing circa 9 hours usage per day.

DriveNow has over 3,000 members and an utilisation rate of 15%.

Ubeeqo were not able to provide the latest information in time for submission in this report, though their most recent report of December 2018 shows a membership of 422 and an utilisation rate of 8% in Tower Hamlets.

There are Traffic Management Orders in place for the two car clubs that operate the fixed point model. This model has been implemented to work on a traditional permit application process, where the permit is issued to the dedicated vehicle for its bay. The permit also confers the terms and conditions of a resident permit on to the vehicle, including the three-hour concession to park in other zones.

A Service Level Agreement is in place with the three car clubs that operate the free-floating model. Parking & Mobility Services has regular performance meetings with the three car club operators. Officers will be able to provide more in-depth analysis of the performance for Members if required.

In addition, officers have commenced negotiations with another car company that uses this model.

An advertisement was sent to all car clubs that were ‘Carplus’ accredited to apply for the scheme in the borough. It was agreed with Legal and Procurement that the allocation will be entirely at the discretion of the council and will be issued on a first come, first served basis due to limited availability.

Next steps

Once adopted, the Transport Strategy and associated policies will provide key themes and objectives, which will likely include a review of how the council manages car clubs.

There is also an option of a fixed point model run by individual businesses, where they have access to off-street parking spaces of their own and can lease their own vehicles. As these would be private ventures by those businesses, the council would not be involved in setting up or managing such schemes however it could give consideration to promoting or facilitating their use.


 

Excellence achieved - awarded ISO 9001:2015

The service began working towards ISO (International Organisation for Standardisation) in March 2013. We are proud that Parking & Mobility Services received a positive recommendation from British Assessment Bureau (BAB) and has continued to achieve ISO standard for 5 years running with our recent certificate being received in September 2018. ISO 9001:2015 is more comprehensive than 9001:2008 and Parking & Mobility Services achieved it on first attempt.

ISO was established in 1947 and is the world’s most widely recognised Quality Management standard. It is a standard designed to create a more disciplined work environment that will save time and cost by reducing errors whilst helping to improve customer satisfaction, which is a key element of being a flagship service.

BAB is the world’s most widely recognised quality management standard and when the principles of quality management are adopted, companies or departments benefit from more efficient ways of working, better cost control and fast and more effective implementation of new working practices.

The certification of compliance with ISO 9001 recognizes that the policies, practices and procedures of Parking & Mobility Services ensure consistent quality in the services and work products that it provides to its customers and stakeholders.

Reaching this standard is another milestone for both the council and Parking & Mobility Services and highlights a commitment to excellence and delivery a quality service that is continually improving.

This achievement is an important step in assuring that customers that use or make contact with the Parking & Mobility Services receive the very best in quality. With independent registration of the service by an outside auditor, Parking & Mobility Services can now demonstrate that it is committed to the highest standards throughout its operations, management and service delivery.


 

Customer compliments

“I just wanted to say thank you very much for your help during the process of removing the parking bay. I really appreciated you both keeping me updated during the process. Wishing you all the best. “

“Thank you so much for your fast analysis, response and complete resolution. I’m rather impressed and pleased. I do understand now that I’d had two contraventions but the first had never been served/delivered to me... They were both at the same place near my home where I didn’t know I was committing contravention and of course never will again after I received the first PCN... “

“Bob is always so helpful when you need Parking advice. He recently helped with parking issues relating to a new development, by coming out on site to meet me within 1 day of speaking to him, meaning my work had minimal delay.”

“Well done and so true, you are an asset to the service. “

“I would really like to thank John for his personal contribution to the event management of the recent London Event Ltd Half Marathon which took place in the St Katherine’s & Wapping district. He and his team ensured the road closures/ parking suspensions affecting residents was carried out on a timely basis, providing sufficient notice which resulted in a smooth operation with little or no complaints arising and minimising inconvenience. Thank you for your dedication and willingness on this task. “

“Thanks a million. You are too good and an employee of the year in my eyes. “

“I reported an illegally parked vehicle after 11:30am today. It was towed away around 3:15pm. I just wanted to thank you for such an efficient service. “

“Many thanks for finally resolving this matter Pearl, your assistance has been invaluable. and much appreciated.”


 

Fraud team

The parking fraud team has two full time dedicated members of staff.

The parking fraud team operate a joint working effort with the police, CEO’s and removal team and look into all aspects of fraud including permits and Blue badges.

The parking fraud team will continue throughout 2018/2019 to work jointly with the police and CEO’s to ensure the appropriate action is taken when fraudulent activity is recognised.

The team also support the retrieval of stolen mobility vehicles and seizure of blue badges when being wrongly used.

In 2018/19 the team:

  • Seized 175 fraudulent Blue Badges
  • 5 cautions were given
  • 60 parking permits cancelled

 

3 prosecutions were undertaken by the team and 3 appeals at the high court all ending with the perpetrator paying fines, costs and victim surcharges.


 

Disabled Persons Freedom Pass

If you have an eligible disability and are a permanent resident in a London borough, you can apply for a freedom pass to help you get around London.

The travel pass for disabled people enables you to travel free within the Freedom Pass boundary on London’s public transport. This includes buses, tubes, National Rail, Docklands Light Railway and Trams. Find out more.


 

Statistical reporting

Parking & Mobility Services would like to share the following statistical data for the period 1 April 2018 - 31 March 2019.

Enforcement statistics for 1 April 2018 to 31 March 2019
PCNs and vehicle removalsNumber

Higher differential level parking PCNs under the TMA 2004

75,550

Lower differential level parking PCNs under the TMA 2004

17,997

Total PCNs

93,547

Bus lane PCNs issued under the LLAA 1996

2,273

Moving traffic PCNs issued under the LLA & TfL Act 2003

21,945

Total PCNs (Excluding Warning, Tests and Spoils)

117,765

Total vehicles clamped

0

Total vehicles removed to pound and relocated

2,765

PCNs paid
Amount On street Off street CEO parking CCTV parking Bus lane Moving traffic Total CCTV Total
Discount paid

48,615

280

48,895

197

1,305

13,981

15,483

64,378

Full penalty paid

9,759

57

9,816

15

251

1,102

1,368

11,184

Surcharge paid

3,941

25

3,966

32

95

1,480

1,607

5,573

Total

62,315

362

62,677

244

1,651

16,563

18,458

81,135

 

Challenges and representations
All representations Number

PCNs against which a formal and informal representation was made

36,523

PCNs cancelled as a result of a formal and informal representation

9,025

Percent cancelled

25%

 

Number of permits issued
Permit Type Issued Renewals Total Percent (%)

Resident

14,499

20,635

35,134

78.68%

Resident temporary

6,296

0

6,296

14.10%

Public service

724

631

1,355

3.03%

Business

509

597

1,106

2.48%

Contractors

286

244

530

1.19%

Skip

194

0

194

0.43%

Market traders

8

34

42

0.09%

Car club

0

0

0

0.00%

Doctors bay

0

0

0

0.00%

Total

22,516

22,141

44,657

100.00%

 

Number of books of scratchcards issued
Book of scratchcards Total issued Percent (%)

Visitor

77,666

98.57%

Public Service

804

1.02%

Market Traders

322

0.41%

Total

78,792

100.00%

 

Number of suspensions and dispensations
Other Total Issued Percent (%)

Suspensions

3,840

80.27%

Dispensations

944

19.73%

Total

4,784

100.00%

Top 20 locations for PCNs issued and income received

Top 20 on-street locations for PCNs issued and income received
On street locations Total issued Total income

Cavell Street (W/Chapel to Ashfield), E1

1,528

£76,571.84

Cavell Street (Ashfield to Commercial), E1

1,133

£63,391.35

Millharbour, E14

1,058

£66,545.14

Hanbury Street, E1

962

£57,974.09

Bethnal Green Rd, E2

874

£45,846.40

Blackwall Way, E14

834

£52,502.32

Fieldgate Street, E1

822

£42,725.00

Brady Street, E1

780

£45,149.00

Plumbers Row, E1

746

£42,963.93

Bethnal Green Road (Vallance to Camb Hth Rd), e2

682

£32,018.04

Ashfield Street(Turner to Sidney), E1

657

£30,975.20

Newark Street, E1

651

£34,313.00

Raven Row, E1

625

£37,400.59

Greenfield Road, E1

576

£34,191.39

Cuba Street, E14

562

£38,400.00

Goulston Street, E1

545

£35,597.00

Boundary Street, E2

536

£24,523.00

Thomas Road, E14

515

£26,035.00

Columbia Road, E2

500

£27,477.12

Bell Lane, E1

497

£30,806.00

Total

15,083

£845,405.41

 

Top 20 CCTV locations for PCNs issued and income received
Location for CCTV Total issued Total income

Blackwall Way, E14

7,563

£454,405.13

Wentworth Street (Commercial to Osborn), E1

3,369

£224,486.06

Wilmot Street, E2

3,233

£199,578.19

Grove Road(Mile End to Antill), E3

2,140

£124,874.47

Rushmead, E2

1,783

£124,478.51

Hackney Rd, E2

1,103

£66,756.44

Tredegar Road, E3

1,001

£55,029.00

Bethnal Green Rd, E2

817

£ 54,346.00

Old Ford Road (Sewardstone to Grove), E2

801

£51,063.00

Sclater Street, E1

695

£42,132.59

Cable Street,

458

£26,292.00

Barnes Street, E14

341

£23,796.00

Cambridge Heath Rd, E2

256

£14,844.00

Gillender Street, E14

217

£9,875.15

Cardigan Road, E3

160

£11,179.00

Bromley Street, E1

149

£10,724.00

Roman Road, E3

76

£5,150.00

Old Ford Road (Grove to St.Stephens), E3

76

£5,005.00

Fern Street, E3

42

£2,941.00

Coborn Street, E3

40

£2,868.00

Total

24,320

£1,509,823.54

  

Top 20 locations for PCNs issued and income received in vehicle driveways and prevented from serving i.e. PCN not served at the scene.
Locations for postal Total issued Total income

Bethnal Green Road (Vallance to Camb Hth Rd), E2

16

£730.00

Cavell Street (W/Chapel to Ashfield), E1

7

£788.00

Bethnal Green Road, E2

7

£130.00

Cavell Street (Ashfield to Commercial), E1

6

£195.00

Wolverley Street, E2

5

£390.00

Raven Row, E1

5

£268.00

Stepney Green, E1

4

£260.00

Royal Mint Street, E1

4

£195.00

Derbyshire Street, E2

4

£195.00

Cording Street, E14

3

£463.00

Fairfield Road, E3

3

£308.00

Back Church Lane, E1

3

£260.00

Mile End Road (odds), E1

3

£260.00

Thomas Road, E14

3

£260.00

Leman Street, E1

3

£195.00

Chrisp Street, E14

3

£145.00

Usk Street, E2

3

£130.00

Jubilee Street, E1

3

£130.00

Bethnal Green Road (Brick Lane to Vallance), E2

3

£105.00

Roman Road (3 Grove to St.Stephens), E3

3

£65.00

Total

91

£5,472.00

 

Number and type of parking spaces in the borough
Description of bay Amount (2017/2018)

On-street spaces

Ambulance

13

Business permit holders only

432

Business permit holidays and pay & display

19

Business permit holders & resident permit holders

5,391

Business permit holders, resident permit holders and market traders

6

Electric vehicle charging

24

Taxi ranks

53

Car club

168

Coach

20

Disabled badge holders ONLY

152

Doctors permit holders ONLY

26

Good vehicle loading ONLY

45

Loading ONLY

170

Market traders ONLY

1

Pay & display / pay by phone

1,128

Pay & display and market traders

14

Personalised disabled permit holders ONLY

136

Police vehicles ONLY

48

Resident permit holders ONLY

13,327

Resident permit holders and market traders

10

Permit holders and pay & display

5,851

Resident permit holders, market traders and pay & display

13

Solo motor cycles ONLY

236

Off-street spaces

Disabled badge holders ONLY

14

Pay & display / pay by phone

141

 


 

What’s next

We are developing a five year parking strategy for 2019-2024. This strategy will identify key components for supporting the aims and objectives of Tower Hamlets Transport Strategy.

The strategy will also establish our vision and mission and support the service to promote transparency and defined service standards to manage customer expectations.


 

Contact us

Parking & Mobility Services Mulberry Place PO Box 55739 5 Clove Crescent London E14 1BY

Parking helpline: 020 7364 5000 (Monday to Friday, 9am to 5pm)