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Croydon parking services

Annual report 2016/2017

5/2016

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Title of Document

Contents

Our Vision ............................................................................................................................................... 3 Statistical Information ............................................................................................................................. 4 Financial information .............................................................................................................................. 8

Off-street parking charges ..................................................................................................................... 10 Your views matter ................................................................................................................................. 16

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Our Vision

“To provide the flagship parking services provision by utilising the newest technology, be customer-focused,

transparent, robust in enforcement and efficient in overall service provision”

Croydon Council is committed to balancing the parking needs of all stakeholders, including residents, businesses

and visitors, in the borough.

Our Customer Charter sets out the aims of Parking Services and the performance standards that we aim to

achieve. We give details of the range and quality of services, how you can use them and the associated standards

for all areas and users.

As well as our set standards, you can expect us to be helpful, polite and efficient at all times. If you think we have

failed, this charter sets out how and to whom you can complain about the service you received.

We will enforce parking controls fairly and sensitively, be fully aware of the varying needs of drivers and others for

the benefit of all members of the local community.

We aim to provide an efficient, accessible, cost-effective and open service to all residents, businesses and visitors

equally and fairly, in line with our policies.

Parking presents challenges in many parts of Croydon. We aim to prevent congestion and to make sure that

vehicles park only where it is safe for them to do so.

Please find below our service targets which support our plans to involve you in providing a quality service:

• Controlled parking zones (CPZs) – We will consult with all residents and businesses regarding any new CPZs in

their area, or amendments to the existing parking arrangements in areas with controls.

• Disabled bays – Install disabled bays within six months of request subject to meeting the council criteria.

• Parking permits – We will issue permits within five working days.

• Penalty charge notices (PCNs) – We aim to reply to emails about routine issues within five working days. We will

aim to respond to PCN appeals within 20 working days (our statutory requirement is 56 days).

• Shopmobility – Our Shopmobility service will be open from 9am-4.30pm, Monday-Saturday.

• When you phone a direct line number, we aim to answer your call within five rings.

• If you make a complaint, we will generally reply to you with a full answer within 20 working days. Please note

that there is a separate process for appealing against a parking ticket.

• We will ensure that, at all times, you can legitimately park in car parks and pay-and-display bays.

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Statistical Information Parking Services collects statistical information relating to its various functions. The key data

for 2016/17 is detailed below

Penalty Charge Notices Issued On Street Off Street CCTV Bus Lane Moving

TrafficTotal

Higher Level Penalty Charge Notices 57,892 2,311 3,382 1,960 23,397 88,942

Lower Level Penalty Charge Notices 18,839 8,214 0 0 0 27,053

Total Penalty Charge Notices Issued 76,731 10,525 3,382 1,960 23,397 115,995

Penalty Charge Notices Paid On Street Off Street CCTV Bus Lane Moving

TrafficTotal

Penalty Charge Notices paid at discount 41,578 5,112 2,425 1,375 16,463 66,953

Penalty Charge Notices paid at full rate or

higher 10,492 1,333 252 168 2,262 14,507

Total Penalty Charge Notices Paid 52,070 6,445 2,677 1,543 18,725 81,460

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Informal Representations On Street Off Street CCTV Bus Lane Moving

TrafficTotal

Penalty Charge Notices against which an

informal representation was made 12,635 2,337 N/A 240 N/A 15,212

Penalty Charge Notices cancelled as a result

of informal representation (not including

'Accept reduced payments' ) 4,005 1,200 N/A 14 N/A 5,219

% of Penalty Charge Notices cancelled

against total PCNs issued 5% 11% N/A 1% N/A 4%

Formal Representations On Street Off Street CCTV Bus Lane Moving

TrafficTotal

Penalty Charge Notices against which an

formal representation was made 4,026 424 533 83 4,244 9,310

Penalty Charge Notices cancelled as a result

of formal representation (not including 'Accept

reduced payments' ) 521 62 31 8 268 890

% of Penalty Charge Notices cancelled

against total PCNs issued 1% 1% 1% 0% 1% 1%

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Appeals On Street Off Street CCTV Bus Lane Moving

TrafficTotal

Penalty Charge Notices against which an

appeal was made 506 64 31 9 242 852

Penalty Charge Notices against which an

appeal was made and allowed 190 24 8 4 56 282

% of Penalty Charge Notices against

which an appeal was made and allowed 0.25% 0.23% 0.24% 0.20% 0.24% 0.24%

SURREY STREET, CROYDON 9,680

GEORGE STREET, CROYDON 4,762

SOUTH END,CROYDON 2,771

LONDON ROAD,CROYDON 2,619

SCARBROOK ROAD, CROYDON 2,397

NORTH END,CROYDON 2,365

LANSDOWNE ROAD, CROYDON 2,149

HIGH STREET,CROYDON 2,017

LONDON ROAD, CROYDON NZ 1,949

DERBY ROAD,CROYDON 1,945

COOMBE ROAD, CROYDON 1,822

WALPOLE ROAD, CROYDON 1,797

FRITH ROAD, CROYDON 1,726

ANNS PLACE CAR PARK, CROYDON 1,390

PURLEY MULTISTOREY CAR PARK 1,221

SPICE'S YARD CAR PARK, CROYDON 1,208

WANDLE ROAD SURFACE CAR PARK, CROYDON 1,109

ALTYRE ROAD, CROYDON 1,097

FELL ROAD,CROYDON 1,048

WEST CROYDON CAR PARK 957

HIGH STREET,PURLEY 826

WADDON LEISURE CENTRE CAR PARK, CROYDON 816

BEDFORD PARK CROYDON 804

COLLEGE RD,CROYDON 792

ADDISCOMBE ROAD, CROYDON 775

WELLESLEY GROVE, CROYDON 752

RUSSELL HILL PLACE CAR PARK, CR8 746

BRIGHTON ROAD, CROYDON 720

KEELEY ROAD, CROYDON 716

DINGWALL ROAD, CROYDON 693

Top 30 PCN Issuance

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Permit Issueance 2016/17 Total

All Zone Permits 485

Business Permits 196

Charity Permits 41

Doctors Permits 29

Housing Estate Residents 564

Housing Estate Visitor Concessionary 11

Housing Estate Visitors 252

Resident 6 Weeks 161

Resident Permits 6,913

Staff Permits 1,146

Surface Car Parks Season Ticket 532

Trader Permits 16

Visitors - Central Zone Only 148

2015/16 2016/17

83 100

FOI Requests

The Freedom of Information Act 2000 came fully into force on 1 January 2005. The Act is intended to

promote greater openness and accountability by providing a general right of access to information held

by:

• Local authorities

• Central government

• NHS

• Schools

• Police

Differences between Freedom of Information Act 2000 and Data Protection Act 1998

If the information is personal and about the individual making the request then the Data Protection Act

1998 will apply and the request should be treated as a Subject Access Request.

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Financial information

Parking account as required by S.55 of the Road Traffic Regulation Act 1984 (as amended)

£000

ON STREET

Income 2016/2017

Pay & Display / Meters 3,661

Residents and Visitors Permits 783

Business Permits 205

Other Non PCN income 551

PCN income 6,373

Removals income 22

Total Income 11,595

Expenditure

Contractors 133

In House Staff 2,284

Premises 28

Supplies 571

Transport 64

Third Party 304

Support Services 1,398

Capital Charges 70

Total Expenditure 4,852

On Street Surplus/ Deficit 6,743

OFF STREET

Income

Pay & Display / Meters 1,273

PCN income 548

Removals income

Season Tickets 175

Other Non PCN income 53

Total Income 2,049

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Expenditure

Contractors 89

In House Staff 716

Premises 196

Supplies 185

Transport 16

Third Party 12

Support Services 683

Capital Charges 107

Total Expenditure 2,004

Off Street Surplus/Deficit 45

TOTAL ON AND OFF STREET

Income 13,644

Expenditure 6,856

Total Surplus/Deficit 6,788

Total Surplus/Deficit On Street 6,743

Total Surplus/Deficit Off Street 45

Total Transfer 6,788

In Croydon the Parking Services budget consists of income from pay-and-display bays, permits, shopmobility and

penalty charge notices (PCNs).

Under the Road Traffic Act 1984 traffic regulations can be introduced only for:

Safety

Maintaining an access to premises

Reducing congestion

Managing the amount of kerb space available for parking

Improving the amenity of an area

The use of any surplus funds is governed by section 55 of the Road Traffic Regulations Act 1984, as amended

from October 2004 by section 95 of the Traffic Management Act 2004 stating that any surplus in parking revenue

accounts, after the cost of running the schemes have been covered, can only be spent on:

Providing additional parking facilities

Public transport schemes

Highway improvements

Road maintenance

Schemes supporting the Mayor or London’s strategy

Environmental improvements

This surplus funds the boroughs contribution towards freedom passes. The freedom pass provides free travel for

older and disabled Londoners on almost all public transport in London.

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Off-street parking charges

Ann's Place Car Park, Tamworth Place, Central Croydon, CR0 1RL A short and long stay surface car park with 62 bays

Up to 1 hour - £1.60 1-2 hours - £3.20 2-3 hours - £4.80 3-4 hours - £6.40 4-5 hours - £8.00 5-6 hours - £9.60 6-7 hours - £11.20 7-24 hours - £12.80 Motorcycles - Free Evenings 6pm - 6am 1 hour - £1.20 or whole evening - £3.00

Belgrave Road, South Norwood, SE25 5AL Surface car park with 15 bays Monday - Saturday 7am - 6pm

0-1 hour - 80p 1-2 hours - £1.60 2-3 hours - £2.40 3-4 hours - £4.30 4-5 hours - £4.00 5-6 hours - £4.80 6-11 hours - £5.60 Sunday - Free Motorcycles - Free

Clifford Road, SE25 5JH Surface car park with 25 bays Monday - Saturday 7am - 6pm

0-1 hour - 60p

1-2 hours - £1.20 2-3 hours - £1.80 3-4 hours - £2.40 4-5 hours - £3.00 5-6 hours - £3.60 6-11 hours - £4.20 Sunday - Free Motorcycles - Free Annual Ticket - £280 (+ £30 admin fee for new applications) Poets Court residents evening permit (5pm-9am) - £50 (maximum limit of 7)

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Coulsdon Centre Car Park, Calat Centre, Chipstead Valley Road Monday – Saturday 7am – 6pm

0-1 hour - 60p 1-2 hours - £1.20 2-3 hours - £1.80 3-4 hours - £2.40

East Croydon Surface Car Park, Cherry Orchard Road, Croydon, CR0 6BT A short stay surface car park with 8 bays next to East Croydon Station Maximum stay 30 minutes

15 mins - 40p 30 mins - 80p

Factory Lane Car Park, Factory Lane, West Croydon, CR0 3RH A short and long stay surface car park with 18 bays

Up to 1 hour - £1.20 1-2 hours - £2.40 2-3 hours - £3.60 3-4 hours - £4.80 4-5 hours - £6 5-6 hours - £7.20 6-7 hours - £8.40 7-24 hours - £9.60 Motorcycles - Free Annual Ticket - £360 (+ £30 admin fee for new applications)

Garnet Road Car Park, Thornton Heath, CR7 8RD Surface car park with 32 bays Monday - Saturday 7am - 6pm

0-1 hour - 60p 1-2 hours - £1.20 2-3 hours - £1.80 3-4 hours - £2.40 4-5 hours - £3.00 5-6 hours - £3.60 6-11 hours - £4.20 Sunday - Free Motorcycles - Free Annual Ticket - £400 (+ £30 admin fee for new applications)

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Granville Gardens, Norbury, SW16 4EU Surface car park with 135 bays Monday - Saturday 7am - 6pm

0-1 hour - 60p 1-2 hours - £1.20 2-3 hours - £1.80 3-4 hours - £2.40 4-5 hours - £3.00 5-6 hours - £3.60 6-11 hours - £4.20 Sunday - Free Motorcycles - Free Annual Ticket - £400 (+ £30 admin fee for new applications)

Jubilee Bridge Car Park, Lower Church Street, Croydon, CR0 1XF A short and long stay surface car park with 80 bays

0-1 hour - £1.20 1-2 hours - £2.40 2-3 hours - £3.60 3-4 hours - £4.80 4-5 hours - £6.00 5-6 hours - £7.20 6-7 hours - £8.40 7-24 hours - £9.60 Motorcycles - Free Evenings 6pm - 6am 1 hour - £1.20 or whole evening - £3.00 Annual Ticket - £670 (+ £30 admin fee for new applications) Bourne Street residents evening permit (6pm-9am) - £13 (max 2 per household)

Lion Green Road, Coulsdon, CR5 2NL Surface car park with 108 bays & 4 disabled bays Monday - Saturday 7am - 6pm

Up to 1 hour - 60p 1-2 hours - £1.20 2-3 hours - £1.80 3-4 hours - £2.40 4-5 hours - £3.00 5-6 hours - £3.60 6-11 hours - £4.20 Sunday - Free Motorcycles - Free Annual Ticket - £520 (+ £30 admin fee for new applications)

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New Addington, Central Parade, CR0 0JL Surface car park with 108 bays Monday - Saturday 7am - 6pm

0-30 mins – Free 0-1 hour - £60p 1-2 hours - £1.20 2-3 hours - £1.80 3-4 hours - £2.40 4-5 hours – 3.00 5-6 hours – 3.60 6-11 hours - £4.20 Sunday - Free Motorcycles - Free Annual Ticket - £480 (+ £30 admin fee for new applications)

New Addington, Central Market Car Park, CR0 0JL Surface car park with 36 bays Monday - Saturday 7am - 6pm (except for Tuesdays & Fridays which are for permit holders only)

0-1 hour - 60p 1-2 hours - £1.20 2-3 hours - £1.80 3-4 hours - £2.40 4-5 hours - £3.00 5-6 hours - £3.60 6-11 hours - £4.20 Sunday - Free

New Addington Swimming Pool, CR0 0JL Surface car park with 49 bays Monday - Saturday 7am - 6pm

0-1 hour - 60p 1-2 hours - £1.20 2-3 hours - £1.80 3-4 hours - £2.40 4-5 hours - £3.00 5-6 hours - £3.60 6-8 hours - £4.20 Sunday - Free Motorcycles - Free

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Purley Multi Storey Car Park, Whytecliffe Road South, Purley, CR8 2AH A multi-storey car park with 412 bays and 12 disabled bays Monday - Saturday 7am - 6pm

Up to 1 hour - 60p 1-2 hours - £1.20 2-3 hours floor 3+ - £1.80 3-4 hours floor 3+ - £2.40 4-5 hours floor 3+ - £3.00 6-11 hours floor 3+ - £4.20 Sundays - Free Motorcycles - Free Monthly ticket - £55 Quarterly ticket- £155 Annual ticket - £520 (+ £30 admin fee for new applications)

Reedham Station, CR8 4DG Surface car park with 54 bays 24 Hours

0-24 hours - £2.20 Motorcycles - Free

Russell Hill Place, Purley (at rear of shops on Brighton Road), CR8 2LT Surface car park with 60 bays Monday - Saturday 7am - 6pm

0-1 hour - 60p 1-2 hours - £1.20 2-3 hours - £1.80 3-4 hours - £2.40 4-5 hours - £3.00 5-6 hours - £3.60

6-11 hours - £4.20 Sunday - Free Motorcycles - Free

Sanderstead Road, CR2 0LY Surface car park with 39 bays Monday - Saturday 7am - 6pm

0-1 hour - 60p 1-2 hours - £1.20 2-3 hours - £1.80 3-4 hours - £2.40 4-5 hours - £3.00 5-6 hours - £3.60 6-11 hours - £4.20 Sunday - Free Motorcycles - Free Vantage Point residents permit £250 (max 2 per household) (+ £30 admin fee for new

applications)

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Spice's Yard Car Park, South End, South Croydon, CR9 1LT A short and long stay surface car park with 134 bays

Up to 1 hour - £1.20 1-2 hours - £2.40 2-3 hours - £3.60 3-4 hours - £4.80 4-5 hours - £6.00 5-6 hours - £7.20 6-7 hours - £8.40 7-24 hours - £9.60 Evening 6pm to 9am – 1 hour - £1.20 or whole evening £3.00 Sunday - 1 hour - £1.20 or all day £3.00 Season Tickets (10 maximum) £900 per year (+ £30 admin fee for new applications) Motorcycles - Free

Wandle Surface Car Park, Wandle Road, CR0 1TQ (subject to change) Surface car park with 255 bays This car park is only open to members of the public from 4pm on weekdays and all day on weekends and bank holidays

Evenings 4pm – 7am – 1 hour - £1.20 or whole evening - £3.00 Saturday 7am – Monday 7am + Bank Holidays 0-1 hour - £1.20 1-2 hours - £2.40 2-3 hours - £3.60 3-4 hours – £4.80 4-5 hours - £6.00 5-6 hours - £7.20 6-7 hours - £8.40 7-24 hours - £9.60 Motorcycles - Free

West Croydon Car Park, London Road, West Croydon, CR0 2TA A short and long stay surface car park with 56 bays, including disabled bays. You can only enter the car park from London Road

Up to 1 hour - £1.60 1-2 hours - £3.20 2-3 hours - £4.80 3-4 hours - £6.40 4-5 hours - £8.00 5-6 hours - £9.60 6-7 hours - £11.20 7-24 hours - £12.80 Motorcycles - free Evenings 6pm – 7am – 1 hour - £1.20 and whole evening - £3.00

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Your views matter We continually aim to provide services in line with your needs and expectations, so we treat all complaints, comments and

suggestions as opportunities to improve our service. We have been careful to make sure that our standards reflect the need

to respond to your enquiries promptly, politely and as thoroughly as possible.

Whenever we are proposing new controlled parking zones, or amendments to the existing parking arrangements in areas

with controls, we will consult all residents and businesses in the area concerned.

As well as responding to your specific enquiries, we will ask for your views in the following ways.

• On our feedback forms, this can be completed on our website.

• By carrying out consultations and surveys on satisfaction and the quality of our services.

• By regularly carrying out customer-satisfaction surveys.

How to complain if you are not satisfied with the service we provide

As in any organisation, there will be occasions when things go wrong. As part of our commitment to a high-quality

service, we make sure we have an effective complaints procedure that is easy to follow. Complaints can give us the

opportunity to improve our service. We deal with complaints against penalty charge notices separately.

We will:

• take all complaints seriously;

• deal with complaints as quickly as possible and aim to respond within 20 working days;

• send an acknowledgement within five working days if your complaint is complicated and cannot be dealt with

immediately;

• treat complainants with respect;

• make sure we treat all complaints in confidence where appropriate; and

• review the pattern of complaints and comments to improve areas where there are repeat problems.

If you have a complaint about the way you have been treated or about the service you have received, we will try to sort it

out at the time. We can usually clear up simple mistakes or misunderstandings straight away. If we cannot do this, we

have a two-stage procedure. This process aims to make complaining clear, easy and efficient.

Step 1

You can phone our customer contact centre on 020 8726 7100 or email your complaint to parking@croydon.gov.uk.

Unless we deal with your complaint immediately, you will receive a reply within 20 working days.

Step 2

If you are unhappy with the way we have dealt with your complaint at step 1, you should write to us, saying why you are

not satisfied.

All step 2 complaints will be reviewed independently by the corporate complaints team on behalf of the chief executive.

The team will acknowledge your step 2 complaint within three working days and respond in full within 20 working days.

If a complaint is complicated, it may take longer to resolve, but the officer responsible for the investigation will keep you

updated on its progress. All step 2 complaints will be signed off by the chief executive or a nominated deputy.

You can contact our corporate complaints team via email to complaints@croydon.gov.uk or if you wish to make a

complaint or submit a compliment please use the online form by visiting www.croydon.gov.uk

Next step

We hope we can resolve all your complaints. However, should you remain dissatisfied after step 2; you can contact the

local government ombudsman.

The contact details are as follows:

Local government ombudsman

PO Box 4771

Coventry

CV4 0EH

Telephone: 0300 061 0614

Website: www.lgo.org.uk

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My Account – Save time, do it online

My Account is the new online tool that allows you to access council services from the comfort of

your own computer, tablet or smartphone.

The council is working hard to put the services you want online, so that you can access them 24/7.

To that end, My Account has been set up on the council’s website at www.croydon.gov.uk/account

From that page you can create your own My Account and, once created, log on to be able to access a

range of services.

Faster – it is quicker for you to go online, and now many council services can be accessed via My

Account, by going online you will save the council money which can be put back into providing

services for you.

Smarter – You can pay your housing rent and manage your rent account, renew your resident’s

parking permit, order a temporary cover note, appeal a parking fine order new recycling bins,

report a pothole or antisocial behaviour, report a repair that needs to be made to your council

property, make an appointment to see a planning officer, apply for an in-year school place – these are

just some of the things that you will be able to do online when you register for My Account through

the website.

Better – you can see all of your information and dealings with the council in one place, you only need

to give your information once and you can track the progress of some services.

Visit www.croydon.gov.uk/account today to get started.