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Annual Parking
Report
1 Introduction 4
8 Appeals received 20
1. Challenges and representations received 20
2. Waivers, write-offs and cancellations 20
3. The Parking and Traffic Appeals Service (PATAS) 21
4. Debt recovery and bailiff action 22
5. PCN summary 22
9 Financial information 23
1. Parking income and expenditure 23
2. Parking place reserve account 24
10 Summary 25
1
LIST OF TABLES
Page No.
TABLES
2
LIST OF CHARTS AND GRAPHS
Page No.
TABLES
Charts
Graphs
APPENDICES
Page No.
TABLES
1 Glossary of terms 1
3
1 INTRODUCTION
This is our second Annual Parking Report for the period 1st April 2008 to 31st
March 2009. We know many found our first report useful and we have therefore
tried to provide more detailed information about our achievements over the last
year and our plans for the coming year.
Our plans include many ICT improvements that we are sure will help provide a
more efficient service, particularly through the use of the web and Geographical
Positioning System (GPS) technology for use by Civil Enforcement Officers. This
will result in our ability to enhance our processes for the following services:
• enforcement requests;
• on-line challenges; and
• providing motorists with more information about their parking tickets.
Finally we have included statistics from previous years in addition to those for the
last financial year to demonstrate how trends in parking have changed over the
years.
Again we are actively looking to improve, so if you have any ideas on how we can
communicate our service to you in a more effective way, please contact us.
For your information, a Glossary of Terms that explains some words and phrases
has been added to this report as Appendix 1.
4
2 BACKGROUND TO PARKING IN THE LONDON BOROUGH
OF BROMLEY
IST OLE
Bromley is situated in South East London - flanked by the London Boroughs of Croydon,
Lewisham, Southwark, Lambeth, Greenwich and Bexley. It also has borders with
Tandridge (Surrey) and Sevenoaks (Kent). Geographically it is the largest of the London
Boroughs; its major centres of population are Bromley, Orpington, Beckenham, Penge,
West Wickham, Chislehurst, Petts Wood and Biggin Hill. It is of an urban nature to the
North and approximately half its area (mainly in the South and East) is rural and green
belt.
The Borough has a population of almost 300,000. The area of the Borough is
approximately 58 square miles; there are 3,500 streets comprising of 550 miles of
highway (60 miles of which is yellow lined). The main Controlled Parking Zone is in
Bromley Town Centre spanning an area of 1.78 square miles and consisting of an inner
and an outer zone. There are 257 streets that have an area within this zone. Controlled
Parking Zones also operate in Beckenham, Orpington, Farnborough Village, Chatterton
Village, Petts Wood, the Copers Cope Road area and the Burnt Ash Lane area of
Bromley. There are also:
2,117 on-street pay and display bays serviced by 241 pay and display machines;
4 multi-storey car parks (MSCPs) operated by the London Borough of Bromley,
providing a total of 2,423 parking spaces;
30 surface car parks (4 of which are currently free, 1 disabled only and 1 permit
holders only);
2 commercial vehicle parks; and
1 coach park.
Two arterial designated Red Routes run through the Borough (the A21 and A232) and a
short section of the A20 clips its Northeast boundary. There are good transport links to
Central London, which is approximately 9 miles from Bromley.
The main shopping areas are Bromley and Orpington Town Centres with approximately
90,000 and 25,000 daily shoppers, respectively. Other significant shopping areas are in
Beckenham, Penge and West Wickham.
In October 1993, the control and enforcement of all on-street parking throughout the
Borough (except for the designated red routes) was taken over by the London Borough
of Bromley. The Police were responsible for control and enforcement before this date.
Enforcement was carried out under the 1991 Road Traffic Act until 31st March 2008,
when it was replaced by the Traffic Management Act 2004.
5
3 OVERVIEW OF PARKING PROVISION AND STRATEGY
We provide public parking facilities to assist with traffic management and environmental
improvements. The on-street facilities (typically those located by the kerbside) and off-
street facilities (within our car parks) are distributed throughout the Borough. The facilities
are paid for completely by the users. Maximum length of stay restrictions are generally
structured to promote short-term parking and high turnover of spaces in town centres, but
a degree of long-term parking is permitted in the outer areas and our car parks to meet the
needs of different motorists, such as commuters.
There are currently 314 pay and display machines located in various roads and car parks
throughout the Borough. These have been provided by the company Parkeon and are
solar powered, therefore they do not need an electrical source in order to operate.
Payment to these machines can only be made by coins (5p, 10p, 20p, 50p, £1 and £2) and
payment is pre-paid.
‘Pay on foot’ is the term used for the method of payment in our three multi-storey car parks
in Bromley town centre. The machines have been provided by the company Alfia Limited.
Payment to these machines can be made by coins (5p, 10p, 20p, 50p, £1 and £2) or by
£5, £10 and £20 currency notes and payment is made on exit. Payment may now also be
made by debit/credit card in the Civic Centre Multi-storey Car Park and The Hill Multi-
Storey Car Park.
The Council’s reasons for introducing and enforcing on-street waiting and
loading restrictions are:
2. Off-street parking
6
3. Park Mark®, the Safer Parking Award
The primary aim of the scheme is to prevent criminal behaviour within the
parking environment. Owners/operators of a parking facility are therefore
required to adopt an active management strategy to ensure minimal occurrence
of crime.
After assessment, the Police can award Park Mark® status to parking facilities
that are properly managed and maintained. These facilities will also have
achieved appropriate standards that contribute to reducing the opportunity for
crime, as follows:
• surveillance;
• lighting;
• signage;
• cleanliness.
Currently, 21 of the 32 public car parks that we own and maintain have been
awarded Park Mark®. The on-street parking facility in Crofton Road,
Locksbottom has also received this award. Since the date of this report in May
2009, another 4 car parks received awards, bringing the total to 25. Appendix 3
gives details of all car parks that have been awarded Park Mark®.
If you have any ideas or suggestions on how we can further improve our car
parks, please do not hesitate to contact us.
7
4 THE SERVICES WE PROVIDE
Parking Services are contacted throughout the year by motorists and the general public
on a wide range of subjects and concerns. This results in a very busy but interesting
section. The range of services we provide includes the provision of parking facilities,
enforcement of parking restrictions, dealing with appeals and requests for enforcement
and the issue of residents’ parking permits, business permits, visitors’ vouchers, blue
badges, dispensations and suspensions.
1. Parking permits
The permit areas within the London Borough of Bromley and the types of
permits we issue are shown in Tables 1, 2 and 3. These permit areas have
been introduced to ensure that there is a balance between the need for
residents to be able to park near their homes and the needs of other motorists.
Some of these areas have been further divided to allow greater control.
The Bromley town centre Controlled Parking Zone was introduced in 1999 with
others being implemented over the following years.
There are three types of permit that allow motorists to park in areas/bays where
controlled parking schemes apply, these are: residents’ permits, business
permits and visitors’ vouchers.
Our Permit Section processes permit and visitors’ voucher applications. Table
1 shows the total numbers of permits and visitors’ voucher books issued for
each area between 1st April 2008 and 31st March 2009.
8
Table 2 shows the total numbers of business permits issued for each area
between 1st April 2008 and 31st March 2009.
Table 3 shows the total numbers of visitors’ vouchers issued between 1st April
2008 and 31st March 2009
In order to meet the needs of Blue Badge holders, a number of disabled bays
are located throughout the Borough. Appendix 4 shows the number of disabled
bays in busy locations that also have pay and display bays within the vicinity,
such as a small shopping parade, or a high street.
9
In conjunction with this database, in March 2009, we launched a pilot scheme in
the Civic Centre Multi-storey Car Park to identify and prevent Blue Badge fraud.
Kiosk Attendants are now scanning the side of the badge that has details of the
serial number and expiry date each time the holder visits the car park. This
enables us to detect and act upon fraudulent use of a badge that has been lost
or stolen between visits to the car park. It also acts as a deterrent to any
persons potentially using a badge fraudulently.
If you are suspicious that a Blue Badge is being used fraudulently, or have
cause for concern, please contact us on 020 8461 7702.
Between 1st April 2008 and 31st March 2009, we issued a total of 175 parking
dispensations. During this period, our charge for the issue of a dispensation
was £12.50 per vehicle per week.
We will also issue a suspension for the placing of a skip provided that a licence
has previously been obtained from the London Borough of Bromley (a skip
licence can be obtained from Street Services by telephoning 020 8313
4545/4621).
Between 1st April 2008 and 31st March 2009, we issued a total of 44 parking
suspensions. During this period, our charge for the issue of a suspension was
£25.00 per bay per week.
10
5. Parking enforcement
6. Enforcement requests
11
In addition to patrols already in operation across the Borough, there are plans
to implement another three patrols this year at Bromley Road for Bishop
Challoner School, South Eden Park Road for Unicorn Primary School and
Queen Anne Avenue for St Marks CE Primary School.
Our services are provided by the Parking Team, which currently consists of the
following dedicated permanent members of staff:
• Head of Parking;
• Operations Manager;
• CCTV and Contract Manager;
• Processing and Representations Manager;
• Parking ICT Manager and Project Co-ordinator;
• CCTV Enforcement Supervisor;
• 2 CCTV Enforcement Officers;
• Customer and Communications Officer;
• Parking Inspector;
• 1 Senior Parking Officer;
• Appeals Officer (the main contact for cases referred to the Parking and
Traffic Appeals Service);
• Bailiff and Debt Recovery Officer;
• 7 Parking Officers (dealing with appeals and administration and
temporary contract/agency staff employed from time to time as required).
The number of staff may change from time to time to meet the needs of the
service.
12
5 COMPLAINTS AND FREEDOM OF INFORMATION REQUESTS
1. Complaints
You will notice from Table 4 and Graph 1 that the amount of complaints received
has risen over the last couple of years. This is because we now actively look for
complaints or examples of poor service that may be hidden within an appeal,
rather than just separate those letters with the heading ‘formal complaint’. We
are pleased however that our response time has reduced.
We take complaints very seriously and from them we gain an insight into the real
issues, problems and concerns motorists face with the service they have
received. The Council has a formal complaints procedure, known as ‘Getting it
Right’. More information on this procedure can be found on our website:
www.bromley.gov.uk
Table 4
Graph 1
45
40
Number of complaints
Number of days/complaints
35
Response times in working days (includes
30 date of receipt and reply)
25
20
15
10
0
Apr-06
May-06
Jun-06
Jul-06
Aug-06
Sep-06
Oct-06
Nov-06
Dec-06
Jan-07
Feb-07
Mar-07
Apr-07
May-07
Jun-07
Jul-07
Aug-07
Sep-07
Oct-07
Nov-07
Dec-07
Jan-08
Feb-08
Mar-08
Apr-08
May-08
Jun-08
Jul-08
Aug-08
Sep-08
Oct-08
Nov-08
Dec-08
Jan-09
Feb-09
Mar-09
Date
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2. Freedom of Information requests
Over the last few years, the Freedom of Information (FOI) Act 2000 has been
used more and more to obtain information about parking related matters. We are
always happy to provide information about our services, whether or not we have
received a request under this act.
Last year we received 61 requests for information under the FOI Act and this
year, 1st April 2009 to 31st March 2010, this figure will be far exceeded. We have
a duty to reply within 20 working days of each request. However, if a request
requires work that exceeds the appropriate limit specified in regulations (set at
£450 for local government), which represents the estimated cost of one person
spending 2½ working days in determining whether the Council holds the
information, locating, retrieving and extracting it, we may have to charge. Under
section 12 of the FOI Act, the Council is not obliged to comply with any request
that is equal to or above the £450 limit. However in such circumstances, through
further communication to streamline the request, we are usually able to respond.
Many of the requests we received during the last financial year involved numbers
of PCNs, including how many were issued, where and when, as well as how
many were cancelled. We have therefore included the PCN statistics that have
previously been requested in this report. Appendix 2 gives details of typical
requests we received along with our responses, which we believe will be helpful
to motorists and the general public. Table 5 and Graph 2 show the number of
requests we received, the number of days taken to respond and the average
response time between 1st April 2007 and 31st March 2009.
Table 5
Average
Number of FOI Total days to response time
requests respond (days)
01/04/07 – 31/03/08 25 299 12.0
01/04/08 – 31/03/09 61 617 10.1
Graph 2
30
Number of days/FOI requests
25
10
0
De 0 7
De 0 8
Ju 7
Fe 0 8
Ju 8
Fe 0 9
M 08
Ap 08
M 09
9
Au 7
Au 8
Se 07
O 07
Se 08
O 08
Ja 8
Ja 7
M - 07
M 8
Ju 07
Ju 08
No 07
No 08
-0
l-0
l-0
0
r- 0
0
0
v-
v-
n-
n-
n-
n-
-
b-
b-
-
g-
p-
g-
c-
p-
c-
-
-
ar
ar
r
ay
ay
ct
ct
Ap
Date
14
6 RECENT CHANGES AND PLANNED NEW
DEVELOPMENTS/PARTNERSHIPS
3. Head cams
15
photographs. The footage has proven to be a very useful tool in establishing
training requirements for Civil Enforcement Officers, which in turn has improved
communication with motorists and the general public. The footage provides us
with more details of a parking contravention and we are therefore better
prepared to assure fairness, transparency and accountability in the appeal
process and in dealing with complaints. The footage can also be used to
provide evidence of physical assaults and verbal abuse to officers.
The trials using mobile phone technology to help with the changes to the
parking provision in Orpington are coming to an end.
A total of 23,197 mobile phone parking transactions were recorded for the
period 1st April 2008 to 31st March 2009 with an average transaction cost of
£1.49.
Paying for parking using a mobile phone has many benefits, including:
no need to find coins;
helping to avoid parking fines due to lost or badly displayed tickets;
helping to avoid parking fines whereby the motorist receives a text message
indicating when their time is due to expire (charges apply);
reducing the need for more pay and display machines thereby reducing
clutter and the potential for vandalism;
parking charges by the minute so motorists do not need to guess the
predicted length of stay.
This financial year, we intend to upgrade our back office computer system. The
new system with Civica, the company that provides our current system, will allow
us to make a number of improvements to our operation, as well as being
considerably easier to use on a day to day basis.
16
The key improvements are:
• on-line evidence – this module will allow motorists who have received a
PCN to view photographic evidence taken at the time of the alleged
contravention;
• on-line appeal – this module will allow motorists who have received a PCN
to appeal against it on-line with no need to find a stamp or a post box. The
system will also allow them to add attachments, such as j-peg images,
which will be received by the back office within seconds;
• General Packet Radio Service (GPRS) – this system will allow the transfer
of data from Civil Enforcement Officers on-street direct to our back office
system in ‘real time’. The transferable data will include contravention
codes, PCN numbers, locations, dates and times. A key benefit of the
information imparted using this system is our ability to answer any
questions or concerns from motorists within minutes of the issue of a PCN.
17
7 STATISTICAL PERFORMANCE AND INFORMATION REGARDING
PENALTY CHARGE NOTICES (PCNs) ISSUED
Most people associate ‘parking tickets’ and the appeal process with Parking Services - it
certainly evokes strong feeling. Specialist software is used to process appeals and
technology is used to issue PCNs. We aim to be responsive and provide ample
information to assist motorists with their appeals, which we acknowledge can sometimes
be stressful and frustrating.
We have made and continue to make changes, so that the experience of making an
appeal is clearer and less stressful. These changes include:
• speedy replies - nearly all responses to appeals are sent out within 2 weeks;
• better use of plain English;
• less jargon;
• more information on the web and on the PCN itself;
• proposed on-line evidence and on-line appeals (as previously mentioned).
We are always looking to improve further, so if you have any suggestions or ideas,
please do not hesitate to contact us.
Table 6 gives a breakdown of PCNs according to the method of issue and shows the
total numbers and percentages issued between 1st April 2006 and 31st March 2009 (the
figures for the period 1st April 2006 to 31st March 2008 are for information and
comparison). Chart 1 shows how the number of PCNs issued has been broken down
according to the method of issue for the period 1st April 2008 to 31st March 2009.
Table 6
Total
Method of CEO CCTV CCTV CCTV number
PCN issue (bus lanes) (parking) (mobile unit) of all
PCNs
issued
Total % Total % Total % Total % Total
01/04/06-
67,061 83.48% 9,974 12.42% 3,294 4.10% 0 0.00% 80,329
31/03/07
01/04/07-
67,943 82.66% 7,136 8.68% 6,840 7.88% 280 0.34% 82,199
31/03/08
01/04/08-
64,323 79.95% 5,119 6.36% 8,509 10.58% 2,505 3.11% 80,456
31/03/09
Chart 1
5,119
01/04/08-31/03/09
8,509 CEO
CCTV (parking)
64,323 2,505
18
The table in Appendix 6 gives information and statistics against each contravention code
for the period 1st April 2008 to 31st March 2009. This includes a description of the
contravention, the differential charging levels for each code (within and outside the
Bromley Controlled Parking Zone) and the total numbers and percentages of:
• PCNs issued;
• challenges and representations received;
• referrals to the Parking and Traffic Appeals Service (PATAS); and
• cases that were:
written-off;
cancelled;
waived;
paid;
open (payment outstanding).
Differential parking penalties became a reality on 1st July 2007 following the
approval of the Mayor for London and the agreement of the Secretary of State.
To make the system fairer, penalties at the higher charge are issued to motorists
who park where it is not generally permitted, for example on yellow lines, the
footway, school "Keep Clear" markings, or in residents’ permit or disabled bays
without displaying the appropriate permit or badge.
The less serious contraventions, which incur the lower charge, include
contraventions such as overstaying time paid for in a pay and display bay, or
parking outside bay markings.
Please note that these figures are for the financial year (1st April 2008 – 31st
March 2009) and may differ to other publications, as the Department for
Transport work to the calendar year (1st January to 31st December).
19
8 APPEALS RECEIVED
We have tried wherever possible to avoid the use of jargon in this section, but
to assist you, we have briefly explained below the difference between a
challenge and a representation. The Glossary of Terms in Appendix 1 explains
all parking related words and phrases that can be found in this report.
However, this scenario may vary depending on the method used to issue the
PCN, for example:
bus lane PCNs issued using CCTV (served by post) whereby the
registered keeper is served with an Enforcement Notice before which
they may make a challenge against the PCN and after which they
may make a representation; and
parking PCNs issued using CCTV (served by post) whereby the
keeper may make a representation on receipt of the PCN.
Table 8 shows the numbers and percentages (of all PCNs issued) that were
waived, written off and cancelled between 1st April 2007 and 31st March 2009
(the figures for the period 1st April 2007 to 31st March 2008 are for information
and comparison).
20
The meanings of some expressions used in table 8 are as follows:
A total of 4,279 (5.32%) PCNs were waived between 1st April 2008 and 31st
March 2009. A large proportion of this figure (33.94%) was due to the motorist
displaying their pay and display ticket incorrectly when the PCN was issued, but
providing it later to support an appeal. This subsequently enabled us to prove
that it was valid and an attempt had been made to display it in the vehicle when
the PCN was issued.
A total of 4,332 (5.38%) PCNs were written-off during the same period; 1,183 of
these were for penalties returned by the Royal Mail whereby the keeper did not
live at the address and a new resident provided documentary evidence that
confirmed they resided at the address. However, we endeavour to recover
outstanding debts by instructing our bailiff companies to continue to pursue
absent keepers.
A total of 1,112 PCNs or 1.38% were cancelled during this period for a variety
of reasons, such as incorrect vehicle details being recorded at the time of the
contravention.
A total of 1,016 cases were referred to PATAS for the period 1st April 2008 to
31st March 2009. These were cases where the registered keeper had made an
unsuccessful representation against a PCN and had subsequently received a
Notice of Rejection. At this stage, the keeper has the option to either pay the
charge, or appeal to an independent parking adjudicator at PATAS. Appeals
are heard by PATAS for 1.26% of all PCNs issued. Table 9 shows the following
information:
• appeals received;
• the number of statutory declarations received;
• the total completed;
• how many appeals were allowed;
• of which how many were not contested;
• how many appeals were refused;
• of which how many were withdrawn.
21
(The figures for the period 1st April 2007 to 31st March 2008 are for information
and comparison).
• allowed - PATAS have directed the Local Authority to cancel the case;
• refused - PATAS have refused the appeal, which allows the Local
Authority to pursue the case;
• not contested - the Local Authority notifies PATAS that it consents to
an appeal being allowed, which is often because further evidence has
been received after the case has been referred to PATAS.
Table 9
Appeals Statutory Total Appeals Of which Appeals Of which
received Declarations completed allowed not refused withdrawn
received contested
01/04/07 –
919 70 867 443 186 424 3
31/03/08
01/04/08 –
1,016 81 980 455 267 525 33
31/03/09
A total of 5,612 cases were referred to our debt collection bailiff companies for
the period 1st April 2008 to 31st March 2009. These were cases that prior to
bailiff referral, had not been withdrawn, waived or cancelled and for which
payment had not been received. Outstanding debts were collected for
approximately 23% of these cases, which accounts for 5% of all payments
received.
5. PCN Summary
We know that in many cases during the PCN process, from the issue of a
penalty to the debt collection stage, a motorist may have many significant
contacts with the Council. We also know that it is our duty to explain our
actions and make motorists aware of their options at all stages. We often
benchmark the statistics shown in this section, particularly with other London
Boroughs, to identify areas for improvement and analyse in depth the reasons
why we have different results. As ever, we are keen to learn from motorists and
their experiences - if you have any suggestions, please contact us.
22
9 FINANCIAL INFORMATION
Ideally we would like to be in the position of not having to issue any PCNs.
However, this will only happen if drivers comply with parking regulations,
traffic regulations and road signs and, of course, are never late back to
their vehicle after their pay and display ticket has expired.
The charges for PCNs are not set by Local Authorities, but by London
Councils Transport and Environment Committee (TEC) and are ultimately
approved by the Secretary of State. However, we have the responsibility
for enforcement.
The charging for parking spaces on and off-street is less contentious. Our
aim is to remain competitive in our pricing, but to charge according to the
23
costs of managing our parking stock/spaces in line with approved
strategies, as described in chapter 3.
Table 10
Income
Parking Fees - meters etc. 0 (2,071,472) 0 (235,609) (9,481) (2,316,561)
Other income 0 (27,970) 0 0 0 (27,970)
Parking Charge Notices (502,807) (2,829,257) (359,568) 0 (3,691,633)
Total Income (502,807) (2,099,443) (2,829,257) (595,177) (9,481) (6,036,164)
Defrayed expenditure
The surplus on "on-street parking" in 2008/09 is Cr £2,967,182
The following expenditure is therefore off set against this surplus:
24
10 SUMMARY
Thank you for taking the time to read this report - we hope it has demonstrated the
wide variety and complexity of work undertaken by staff in Parking Services to meet
the requirements of motorists and the general public.
We also hope that the information we have provided is sufficient in detail to give you
a better understanding of our services and procedures. However, your input is vital,
as it will assist us in making improvements for a variety of stakeholders with differing
needs.
We will continue to look at ways to improve our service provision, but as mentioned
throughout this report, we are genuinely interested in any comments, suggestions or
queries you may have and welcome your feedback.
Yours sincerely,
Beverley Pharo
Parking Customer and Communications Officer
Parking Services
Civic Centre
Rochester Wing R75
Bromley
Kent
BR1 3UH
25