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 or on our service at parking@towerhamlets.gov.uk as we welcome your comments and value customer feedback.

You can also have your say by completing the short Parking and Mobility service survey.

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 travel
  • To support and stimulate the local economy
  • To contribute to the delivery of 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 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 have the money available for pay & display before you park or use our pay by phone service
  • That you buy enough time to cover your stay, allowing for the possibility of being delayed
  • That you do not ignore a Penalty Charge Notice, 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 that your ticket, permit or badge is clearly displayed before leaving your vehicle
  •  That you inform us of any problems you encounter when parking or are not sure of something - don’t wait until you receive a Penalty Charge Notice
  • That you assist us in managing abandoned vehicles on the highway
  • That your vehicle is correctly registered with the DVLA
  • That you provide all the required documentation to accompany mobility support and permit applications

Parking, Mobility & Transport 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 efficiences and improvements where possible.
  • Controlled Parking Zones (CPZ) - We will aim to 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 highway and not estates.
  • Parking Permits - We will aim to post permits and scratchcards within five working days of receiving an application that meets the necessary approval criteria.
  • Mobility Support - We will aim to process applications for Disabled Persons Freedom Passes, Taxicards and Blue Badges within 14 days 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 aim to remove vehicles blocking driveways, using disabled parking bays without displaying a valid badge or causing serious danger or obstruction within two hours of being reported during our specified times. This applies to council highway 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 situatuations where this is not possible.
  • Dispensations – We require applications to be requested at 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.