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Contents

1 Introduction by Cllr Feryal Demirci 3

2 Introduction 5
The Council’s Vision 5
Parking: Overview 6
Parking & Enforcement Plan (PEP) 7
The Parking Services Team 8
Parking Services’ Partnerships 11

3 Overview: Our Products and Services 13


What are Penalty Charge Notices? 13
Common Permits 14
Other Permit Schemes 15
Parking Suspensions 17
Parking Dispensations 17
Pay and Display 18
Payment Methods 18
Challenges, Representations and Appeals 20

4 On-Street Controls and Car Parks 21


Hackney Parking Enforcement Contract 21
CCTV 22
Removal of Vehicles 23
Untaxed Vehicles 24
Car Parks 25

5 Policy and Performance Appraisal 26


Hackney’s Quality-Based Approach to Enforcement 26
Parking Services’ Best Value Review (BVR) 27
Enforcement Performance 29
On-Street Maintenance 34
Business Processing 35

6 Financial Data 40

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Parking Services: Balance sheet 2009/10 40
Breakdown of Income by Source 41
Our Re-Investment Commitment 41

7 PCN General Statistics 42


Parking PCNs 42
Bus Lane and Moving Traffic PCNs 45
Hackney compared with other Boroughs 47

8 Changes within Parking Services 2009/10 50


Enforcement 50
Controlled Parking Zones (CPZ) 53
Parking Suspensions 55
Pay and Display 55
New Policies & Schemes 2009/10 56
Aims of the PEP 56
Overview of Improvements to Customer Services 59

9 What’s coming up in 2010/11 61


Parking Enforcement Initiatives 61
Customer Initiatives 65
Controlled Parking Zones Developments 67
Pay and Display 68

10 Glossary 69

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1 Introduction by Cllr Feryal Demirci

I am pleased to introduce Hackney’s Annual Parking Service’s Report for


2009/10. This is my first year as Lead Member for Neighbourhoods and I look
forward to being part of an exciting team that helps make Hackney’s roads
safer, cleaner and greener for all residents, businesses and visitors to the
borough.

Last year saw many changes within Parking Services and the Council as a
whole. You may have heard a lot about cuts in the public sector – in response
Parking Services went through a restructure which has consolidated and
streamlined teams. I’m glad to say that this has taken place without affecting
their ability to deliver high quality services. Here are some of the
achievements in 2009/10:

Service First

In 2009/10 Parking Services procured a new IT system which has helped


make it possible for us to provide online services. In February 2010 we
launched the Resident permit online module which allowed users to apply for,
renew and purchase resident permits online. From 2010/11 residents and
visitors will be able to apply, renew and purchase visitor vouchers as well as
resident permits. We are also looking at allowing PCNs to be paid and
challenged using the internet.

Greener Hackney

In our efforts to promote a greener Hackney we have replaced all of our old
mains powered pay and display machines with solar powered ones. We
started this process in 2008 when we purchased and installed 148 pay and
display machines. This was done in partnership with other councils to help
achieve savings. In 2009/10 we replaced a further 278 pay and display
machines. The new fleet will significantly reduce the main electrical energy
usage of 166,000KWh per year and as a result reduce CO2 emissions.

Safer Hackney

In our bid to make Hackney safer we introduced a Blue Badge Fraud Team to
tackle blue badge misuse. We also wanted to help improve mobility access
across the borough for those who genuinely have a need for the allocated
disabled parking spaces. To date the blue badge team has had a 100%
success rate for prosecution, exceeding the Cabinet’s expectation.

We have expanded our work in impounding untaxed vehicles by using


automatic number-plate recognition to identify vehicles without a current tax
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disc. These vehicles are far more likely than average to be uninsured and not
roadworthy, so removing them makes Hackney safer.

Involving the Borough in what we do

We have listened to your feedback and changed our services in response. We


have moved our car pound into Hackney so that motorists do not have to
travel into another borough to retrieve their vehicle. Your feedback has helped
us review zone D. We have expanded controlled parking in zones J and N
where there has been need and demand. In early 2010 we consulted you on a
draft new Parking & Enforcement Plan which included a number of your
suggestions, (for example creating visitor vouchers for different lengths of
time).

We will endeavour to continue to listen to your views and feedback and strive
to provide good quality services to you. We will never stop trying to promote a
Safer, Cleaner and Greener Hackney by looking at innovative means that
offer value for money for Hackney’s residents, businesses and visitors.

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2 Introduction
The Council’s Vision

Making Hackney a Better Place

2.1 Our vision for a sustainable Hackney by 2018:

2.2 “To be recognised as an inspirational working borough that is a vibrant


part of this world famous city renowned for its innovative and creative
economy. A place that values the diversity of its neighbourhoods, and
makes the most of their links across the globe to enrich the economic
and social life of everyone who lives in the borough. The borough will
offer greater opportunity and prosperity for everyone whatever their
background, and narrow economic, environmental and health
inequality. We will also have secured the benefits arising from hosting
the 2012 Olympic and Paralympics Games. A green, cosmopolitan part
of London with safe, strong and cohesive communities, we will have a
shared sense of fairness, citizenship, and social responsibility.”
(Cited in Sustainable Community Strategy 2008 – 2018:5)

The Mayor’s Priorities

2.3 The Mayor has set specific priorities for the Council for the next four
years. Everything we do contribute towards achieving these priorities.

Our Priorities and Values

Mayor’s Priority 1
• Improving services and increasing opportunities for all
• Raising the life chances of the most disadvantaged
• A Safer, Cleaner, Greener Hackney
• Children and Young People
• Affordable, decent homes

Mayor’s Priority 2

2.4 Making sure the Council is high performing, efficient and Service First.

Mayor’s Priority 3

2.5 Providing effective community leadership and consulting with the whole
borough in what we do.

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Parking: Overview

Traffic Management Act (TMA) 2004

2.6 The TMA 2004 which came into force on 31 March 2008 brought the
biggest set of changes to the parking industry since local authorities
were passed responsibility for parking enforcement. The Act sought to
focus parking enforcement operations on quality rather than quantity;
and to increase public confidence through fair charging of parking
fines. The Government has produced statutory guidance setting out
recommendations and what local authorities must do under the law.
They have also produced operational guidance which makes
recommendations on how councils should enforce parking regulations.

2.7 Under the TMA, Hackney aims for its parking enforcement to:

• Be fair and proportionate


• Encourage compliance with the law
• Be transparent, accountable and well-communicated; and
• Support traffic management objectives

Finance
2.8 As stated clearly in the guidance to the TMA councils cannot use
parking as a revenue-generating tool. They should aim for the
maximum level of compliance with parking regulations while still
maintaining a self-funding parking operation. This directs councils with
a parking surplus to encourage motorists to park legally and so reduce
the number of Penalty Charge Notices (PCNs) they issue.

2.9 Section 55 of the Road Traffic Regulation Act 1984 (as amended)
specifies the few items on which surplus parking revenue can be spent.
The list includes road maintenance and the Freedom Pass which
provides free transport for disabled people and the over-60s.

Our Vision

2.10 “As a service we need to be moving forward with a cohesive approach


to improve the service both internally and externally.”

Seamus Adams
Cited in the Parking Business Plan 2008/9:4

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Parking & Enforcement Plan (PEP)

2.11 Hackney’s first Parking and Enforcement Plan (PEP) was launched in
2005 to detail Hackney’s parking policies until 2010. Hackney drafted a
new PEP for the period 2010-15 and consulted on it in early 2010.
Please see section 8e for more detail or
http://www.hackney.gov.uk/pep for the most current and draft PEPs.
The PEP provides a policy framework for effective parking
management within the Borough and supports strategic objectives for
integrated land use and transport planning, environment, social
inclusion, economic prosperity and regeneration.

2.12 Parking restrictions are shown by signs and lines on the highway. To
act against dangerous and inconsiderate parking Hackney can enforce
against motorists who don’t follow the rules. Just over half the Borough
is covered by CPZs comprising approximately 560 km of lines and 438
P&D machines. A range of permits and vouchers are offered for use in
CPZs as well as specific products for health and social workers,
doctors, disabled residents and motorists.

2.13 We work in conjunction with Hackney Homes to provide enforcement


on some housing estates.

2.14 We aim to provide a service for all of the Borough’s residents,


businesses and visitors according to each group’s need. Parking
services adopts a “Hierarchy of Parking Need” which provides a basis
for the service to prioritise parking space and price parking permits.

Road User Vehicle Type


• disabled resident parking • emergency vehicle
• disabled parking (non residential) • bicycle
• resident parking • Transport for London (TfL) bus
• essential worker in the delivery of public • electric vehicle
service • public service vehicle
• registered carers • shared/pool car
• doctor parking • delivery vehicle/lorry and van
• local business essential parking/servicing • taxi
• short-stay shopper/visitor parking • powered two-wheeler
• long-stay shopper/visitor parking • conventional private car (less polluting)
• long-stay commuter parking • conventional private car (more polluting)

Fig 1.1 – Draft Hierarchy Type Priority (Draft


PEP 2010-2015)

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The Parking Services Team

2.15 Parking Services employs around 90 staff. It is made up of the


following areas:

Business Processing Team


2.16 The Business Processing Team (BPT) is the largest of the Parking
Services sections. It provides a vital service that ensures the financial
viability of the parking enforcement operation as well as delivering front
line services to the public.

2.17 BPT performs the following tasks:

• Determines if representations received are justified for challenging


the validity of the issued Penalty Charge Notices (PCNs)
• Produce evidence packs required for the appeals lodged by
motorists that are heard by the independent adjudicator (Parking
and Traffic Appeals Service)
• Manage the recovery of debt from all monies associated with issued
PCNs
• Manage the Council’s Bailiff contractors
• Manage service’s printing contracts
• Administer and control all parking permits
• Reconcile and bank all parking income

Contract Services
2.18 This team is responsible for the management of Hackney’s Parking
Enforcement Contract with Airport Parking Company of America
(APCOA). This is a quality based contract which means that the Civil
Enforcement Officers (CEOs) are not paid bonuses based on the
amount of tickets they issue. The team is constantly looking for ways to
improve both performance as part of the contractual Key Performance
Indicators (KPIs) and performance measures used to support other
parking related work.

2.19 The team also manages CCTV operation. It monitors bus lanes and
other parking contraventions through static cameras across the
borough.

2.20 The team utilises its mobile enforcement unit to enforce on moving
traffic contraventions, for example, when a motorist stops in a box
junction or fails to obey a traffic sign.

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2.21 The enforcement on certain Hackney Homes’ estates is undertaken by
APCOA which is monitored by the Contract Services team.

2.22 Contract Services also manages and enforces the Match day scheme.
This scheme aims to prioritise parking space for Hackney’s local
residents and businesses on Arsenal home match days and reduce the
parking problems currently experienced by the local community.

2.23 London Borough of Camden provides the Cash Collection Contract for
Hackney. The team ensures the smooth running of the operation and
that all monies are collected and banked in line with proscribed
guidelines.

2.24 The team ensures that all reports of abandoned vehicles are inspected
promptly within 24 hours. It also works closely with the Driver and
Vehicle Licensing Agency (DVLA) to remove untaxed vehicles from the
borough.

Parking Operations
2.25 Parking Operations is responsible for the design, implementation and
maintenance of parking restrictions across the borough. The team
ensures that parking controls are administered and maintained in line
with the Traffic Management Act (2004) and the Department for
Transport Traffic Signs and Regulations and General Directions (2002)
guidance.

2.26 Over half of the borough is now covered by Controlled Parking Zones
(CPZs) that are specifically designed to meet the local parking needs
of local residents, businesses and their visitors.

2.27 Within these CPZs the Operations Team manages and maintains
around 437 pay and display machines, 20,800 parking bays and
259,000 metres of lining restrictions.

The team is responsible for:

• The proposal, consultation, design, implementation and review of all


Controlled Parking Zones.
• Compiling Traffic Management Orders to regulate parking controls
throughout the Borough.
• The management of four Council car parks and the maintenance of
three other privately owned car parks across the borough.
• Maintaining all parking street furniture including signs, signposts
and lining.
• Managing and maintaining a pay and display service, which has an
associated average budget of £2.8 million per annum; this includes

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machines capable of taking payment by card and may soon include
pay by phone technology.
• The provision of parking bay suspensions to allow essential works
and other events such as domestic removals to occur within
controlled areas

2.28 Operations also work in partnership with Hackney Homes to provide


parking facilities to residents living on Hackney Homes’ estates. The
aim of the Housing Estates project is to deliver a seamless parking
service on street as well as off street and to remove clamping as a
means of enforcement on estates within the Borough.

2.29 The agreement currently benefits 16,000 households. Benefits include


- more parking available to permit holders and those with visitor
vouchers, improved estate access for emergency services, better
control over abandoned vehicles and a reduction in unauthorised
vehicles on the estates. The presence of CEOs also creates a safer
environment for residents.

2.30 Our Service Level Agreement (SLA) with Hackney Homes has an
annual value of £349k. In 2009/10 we managed 53 estates. This
number will continue to grow per annum as more estates are included
in the scheme. 20 proposed estates were consulted on the
implementation of enforcement schemes throughout 2009/10.

2.31 Looking ahead, Parking Services and Hackney Homes will continue to
work closely to deliver a seamless service for estate owned off-street
car parks. The scope of the SLA will be expanded in 2010 /1 1 to
include an additional 17 estates. Subject to a full consultation
additional estates will be included in the scheme.

208.
Business Improvement & Development
2.32 The Business Improvement and Development Team drive strategic,
policy and business developments. They also manage risk,
performance and centralised projects. The team is responsible for
formulating policy and implementing policy related and cross cutting
projects.

2.33 We recognise that community engagement is imperative when


developing any new policies or schemes. Therefore, we often meet
with the public and our organisational stakeholders prior to making any
policy changes. All parking policies including the Council’s Parking and
Enforcement Plan (PEP) are developed by this team.

2.34 Hackney has issued an average of 120,000 tickets a year over the last
4 years. These tickets are managed by our parking system which also
enables us to process appeals, issue permits, cancel cases and
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manage the workflow within the service. This system is managed by
the IT Development section of this team.

2.35 Hackney is committed to IiP (Investors in People). As a service we


recognise the importance of high quality staff in delivering good quality
customer service. We provide our staff with a comprehensive training
programme which is set out on an annual basis. We have also
developed Parking’s eQMS (Hackney’s Electronic Quality Management
System), where all parking processes, forms and policies are held.
This enables parking to retain its ISO standards whilst providing staff
with the support to make informed decisions.

2.36 Managing the services’ risks and performance is an important element


as it encourages us to strive towards meeting the Council’s objectives.
Within this team we use performance reports, risk logs and other
associated documents to drive service improvements and to
communicate progress to our stakeholders.

2.37 The team also ensures public complaints and Members’ enquiries are
dealt with through the Council’s complaints framework. We take
feedback received from all of our customers very seriously and use the
information to improve our services.

Senior Support

2.38 The Senior Support Team is responsible for the management of all
invoicing and order management within Parking and Markets. They
provide comprehensive organisational and administrative support to all
Parking and Markets teams. The Senior Support team are efficient,
effective and dedicated. They continually strive to introduce and
contribute to new and innovative ways of working to enhance services
provided by the Parking and Markets Service area.

Parking Services’ Partnerships


2.39 The Service works in partnership with a number of external agencies
and suppliers. In 2009/10 this most notably included the NHS,
Disability Backup, Transport for London (TfL), the Metropolitan Police,
APCOA (the parking and enforcement contractor), Partnerships in
Parking (PIP: a consortium of 12 other local authorities and TfL),
bailiffs and Civica and Spur (Hackney’s notice processing systems
providers). In accordance with the PEP, Parking Services continues to
engage with stakeholders and members through policy and CPZ
consultations and forums.

2.40 Hackney’s key partnership achievements in 2009/10 included:

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• The new contract for the removal of abandoned vehicles with
End of Life Vehicle (ELV) Ltd

• Improvements to the Car Pound in partnership with APCOA

Parking Awards

2.41 In 2009/10 Parking retained its ISO 9001:2008 accreditation. This


award is given for quality and our ability to continuously improve to
meet the needs of our customers.

2.42 We have retained the Safer Parking Award for Wilmer Place Car Park,
for four years running. The Safer Parking Scheme (SPS) is an initiative
of the Association of Chief Police Officers (ACPO) aimed at reducing
crime and the fear of crime in parking facilities.
The Safer Parking status, Park Mark is awarded to parking facilities
that have achieved the requirements of a risk assessment as
conducted by the Police.

2.43 Our Contracts Team & Enforcement Contractor (APCOA) was short
listed for Enforcement Team of the Year for the British Parking
Association (BPA) Awards.

Red routes

2.44 Please note this report does not contain any statistical or financial
information with regard to decriminalised parking enforcement on the
Red Routes in Hackney. These remain the responsibility of Transport
for London.

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3 Overview: Our Products and Services

What are Penalty Charge Notices?

3.1 These are the parking fines issued to motorists who contravene
national and local laws or policies governing parking and traffic
contraventions in the Borough. Penalty Charge Notices (PCNs) must
be issued to protect the rights of other road users and ensure the
safety of all in the Borough.

3.2 Since 1 July 2007 all PCNs issued in London have been split into two
rates, so that the level of charge reflects the type of contravention. Of
the three bands of charges that can apply to London, Hackney is set in
‘Band A’. This was agreed by London Councils as the standardised
rate for inner London boroughs to use; Hackney does not set its own
charges. The table below summarises the levels of PCN.

Type of More serious Less serious


Contravention
Full amount £120 £80
*Discounted
£60 £40
Amount
• Parking in a bay without • Parking after the expiry of pay
displaying a valid permit and display ticket
• Parking in a disabled bay • Re-parked within the same
without displaying the parking place within the
appropriate permit. prescribed time
• Parking on double yellow • Not parked correctly within the
Examples of
lines markings of the bay or space
contraventions
• Parking in a suspended • Parked in a permit bay with an
bay/space or partially in a expired permit
bay/space
• Stopped in a box junction
• Illegal use of a bus lane

*Discount period is 14 days from issued PCN or


21 days if paying for a Static CCTV PCN
Table 1.1: Parking and Traffic Contravention Charges

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Common Permits

3.3 The Council issues various types of permits to meet the diverse needs
of road users and efficiently manage the limited kerb space in the
Borough. Due to the Borough’s close proximity to Central London
there is a high demand for parking which outstrips supply, especially
near the City. To help balance needs different parking bays are
designated for different permit types.

3.4 These are some of the types of permits that we sold in 2009/10:

Standard
Area Number
Permit price for Duration Other
covered sold in
annual permit
2009/10
‘Green charging’
Local zone
Residential £90 12, 6, 3 months 19685 applies – see next
only
section
Business – Local zone ‘Green charging’
£800 12, 3 months 155
zones A and B only applies
Business – other Local zone ‘Green charging’
£370 12, 3 months 1097
zones only applies
Over 60s and blue
Book of 10, badge holders
Local zone each giving eligible for 50%
Visitor voucher £9.00 95083
only typically half a discount for two
day’s parking books per calendar
month
All zones, Motorists with Blue
Companion with extra Badges only
Free 12 months 2017
Badge* permissions
in local zone
Local zone ‘Green charging’
Doctor’s £200 12 months 36
only applies
All-zone permit
All zones £1,700 12 months 697
Book of 10,
All-zone voucher
All zones £225 each giving a 22
(book of 10)
day’s parking

*All figures except Companion badge will contain replacement permits


Table 1.2: Permit types and prices for 2009/10

3.5 For a full list of permits were current offer, please visit our website at
www.hackney.gov.uk/parking

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Green Charging

3.6 Since July 2007, Hackney has priced permits according to the engine
size and fuel type of the vehicle. This enables us to meet our
commitment to improve the environment you live and work in.
Charging linked to the level of pollution emitted by vehicles is designed
to encourage motorists to re-consider their car use and, over time,
move to a less polluting form of transport. The same model applies to
residents, businesses, doctors and health & social care permits. The
annual prices for the most common permits are as follows:

Band Engine Size (cc) Residential Standard


Permit Business Permit
(2009/10) (2009/10)
0 “greenest” vehicles £0 £0
1a “greener” fuel £45 £185
1b under 1200 £45 £185
2 1200 to 2000 £90 £370
3 2001 to 3000 £135 £555
4 3001 to 4000 £180 £740
5 4001 plus £225 £925

Table 1.3: Residential and Business 12 months Permits, 2009/10

3.7 These permits are also available for 3 and 6 months duration.

3.8 Permit prices depend on engine size rather than carbon emissions as
the majority of vehicles in Hackney were found to be registered before
March 2001. This means the required information is not listed in
vehicle log books (the V5C document) which enables us to charge on
this basis. In the future, we would seek to introduce a new pricing
model, if and when it becomes appropriate to assess the vehicles in
Hackney on emissions.

Other Permit Schemes

We also produce a range of other permits to support specific needs within the
community. They are listed below.

Blue Badges

3.9 The Blue Badge scheme provides free parking or concessions for
disabled people traveling as drivers or passengers. For example Blue
Badge holders can park on single and double yellow lines for up to

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three hours where there are no loading restrictions as long as it does
not cause an obstruction. In Hackney, the Blue Badge is issued by the
Mobility Team.

3.10 Blue Badges can only be issued to disabled people who meet the
eligibility criteria, not for relatives or carers. Friends, relatives or carers
may only use the permit in their vehicle when they are driving the
named badge holder.

Companion Badge

3.11 The Council operates its own free ‘Companion Badge’ scheme for
Hackney Blue Badge holders. The scheme allows holders to have
access to more parking places in Hackney than with the Blue Badge
and discourages thieves from breaking into vehicles for the badge, as
the permit is vehicle specific. We currently have 2017 Companion
Badge holders in Hackney. This is an increase of 59.7% from 2008/9.

Health and Social Care (formerly known as Essential Workers)


Permit

3.12 These permits are issued to applicants spending at least 30% of their
time on the road visiting the community, working in medical or social
care and working for a specifically named institution. These include
Homerton Hospital, NHS primary care and mental health trusts.

Doctors

These permits can be used in registered Doctor’s bays outside


surgeries. This parking provision enables doctors to park close to their
surgeries so they can respond to emergencies.

Car Club Permits

Car Clubs are a convenient way for motorists to hire cars - they differ
from traditional vehicle hire in that the cars are collected from local
bays, and hire durations can be as short as 30 minutes. The Car Club
operator, Streetcar, is allocated specific bays and permits for its
vehicles.

For further information please visit www.hackney.gov.uk/parking

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Parking Suspensions

3.13 Parking suspensions are used to clear or reserve parking bays within a
Controlled Parking Zone. A suspension will temporarily prohibit the use
of the suspended bay(s) by anyone other than the individual or
organisation that has made the suspension application request.

3.14 Suspended bay(s) can be identified by the yellow warning signs on


posts situated as close to the suspended location as possible.

Here are some of the reasons provided when we receive an application


request to suspensed parking bays:

• Removals
• Statutory utilities work (gas, water or electricity)
• Construction / Engineering / Vehicles access
• Filming
• Highway improvements
• Local events

3.15 The borough’s suspensions will soon fall under the remit of the
enforcement contractor. It is hoped that with their large on street
presence, they will ensure damaged or vandalized signs are repaired
in a prompt and effective fashion.

3.16 It is the Council’s priority to protect our residents from commuter


parking and displacement parking wherever possible. We endeavor to
suspend parking bays only when it is required to carry out essential
works in order to provide services to the community.

Parking Dispensations

3.17 Dispensations are most commonly used to enable parking in


contravention for specific exemptions such as domestic removals,
weddings and funerals, and building works.

3.18 A parking dispensation is a waiver issued to authorise a vehicle to park


for a set period of time.

3.19 Upon receipt of sufficient proof, Hackney residents can obtain free
Personal Dispensations for the following events:

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Dispensation Type Maximum Dispensations
Domestic Removals 2 Dispensations
Weddings 2 Dispensations
Funerals 10 Dispensations

Table 1.4: Parking Dispensation type, 2009/10

3.20 For more information about parking suspensions or dispensations visit


http://www.hackney.gov.uk/ek-suspensions-dispensations.htm

Pay and Display

3.21 Pay and display bays are provided to allow motorists to park for a short
period of time to shop, visit businesses and friends and use public
amenities. ‘Shared use’ bays are more flexible, combining pay &
display and permit parking. These are suitable for areas with various
competing on-street parking demands.

3.22 According to the Traffic Management Act 2004, pay and display prices
should reflect local on-street parking demand and turnover of spaces.

3.23 Hackney varies its pay and display prices and maximum lengths of
stay between zones to reflect local parking demands. Prices were
benchmarked against other boroughs in 2009. Our prices are highest
close to the City fringe and lowest by Homerton Hospital where need is
the greatest. Where demand for short-stay parking is high (for
example, around busy shopping areas and public buildings), the pricing
mechanism and maximum length of stay are set to encourage rapid
turnover of spaces. By doing so, the Council helps support local
businesses.

Payment Methods

3.24 There are a number of payment methods available to pay PCNs,


removal charges and permits. Below are some of the payment
methods we conduct.

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Website

3.25 The online payment system is a secure website where it is possible to


make payment with any major cards.

http://www.hackney.gov.uk/f-online-payments.htm

Telephone

3.26 Payment can be made over the phone by calling the operator or by
using the automated telephone service. The phone numbers can be
found below

• Hackney Contact Centre: 020 8356 3000


• Hackney automated payment line: 020 8356 5050 (select option
3 for parking payments)
• Parking Services enquiry line: 020 8356 8877

Post

3.27 You can pay by cheque or card using one of our payment details slip.
To make a payment by post you have to fill in the slip and send it and
the payment back to the following address:

London Borough of Hackney


P.O. Box 39055
London
E8 1WT

Face to Face

3.28 Payment can be made face to face by visiting the Cashier Annex at 2
Hillman Street, Hackney, E8 1FB. Payments can be made for parking
fines and the purchase of permits and vouchers. We accept payment
in cash, cheque or by card.

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Challenges, Representations and Appeals

3.29 The Traffic Management Act (TMA) 2004 sets out how motorists could
challenge the issue of a PCN and then make representations to the
issuing authority after the service of a Notice to Owner (NTO).

3.30 The Parking and Traffic Appeals Service (PATAS) was established by
The Road Traffic Act 1991. PATAS provides the administrative support
to the Parking Adjudicators and since 2003, the Road User Charging
Adjudicators. The Service continues to provide this support under the
TMA 2004.

3.31 For further information please visit

www.parkingandtrafficappeals.gov.uk

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4 On-Street Controls and Car Parks

Hackney Parking Enforcement Contract

4.1 Since its launch in September 2004, the BPA (British Parking
Association) Contract has become widely recognised as the
industry standard. Hackney piloted this contract, and its quality
ethos has now become a prominent feature within the TMA 2004.
Several other councils across the UK have adopted this contract.

4.2 Hackney’s enforcement contract comprises of 16Key


Performance Indicators (KPIs). These indicators enable us to
monitor the quality of parking enforcement. This means CEOs are
discouraged from issuing high numbers of PCNs which may be
deemed invalid. Both internal and external auditors assess the
procedures followed by the Council to ensure we are managing
the contract effectively.

4.3 By adopting this contract we have found evidence to show that


standards have improved. In the last year the team has
succeeded in consistently:

ƒ Reducing the number of PCNs cancelled due to CEO error to a


level of less than 1.5% of overall tickets issued.
ƒ Proactively locating abandoned vehicles which have been
inspected within a period of 24 hours in 100% of cases. In total
the borough has responded to over 1453 abandoned vehicle
complaints in the last year and has safely disposed of 167
vehicles in this time.
ƒ Providing photographic evidence with our PCNs so drivers can
see why a PCN was issued.
ƒ Adapting to the needs of local residents by changing the level of
CEO coverage on streets to reflect the needs of the area.
ƒ Assisting the DVLA in its fight against the use of untaxed
vehicles by removing over 600 in the last year.
ƒ Enforcing upon persistent evaders (people who consistently fail
to pay for or appeal against multiple parking fines).

4.4 As a result of this high standard of service delivery people who


live and work in the London Borough of Hackney can now expect:

ƒ Fair and professional conduct from all CEOs.


ƒ Quality evidence in relation to any alleged parking offences.
ƒ A prompt service in the event of an emergency.

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• Less road congestion and fewer obstructions, leading to safer
roads.

CCTV

4.5 We are committed to improving bus journey times through


effective CCTV enforcement. Hackney has a network of CCTV
cameras to enforce against traffic and parking contraventions on
public carriageways and footways. The primary purpose of the
CCTV traffic monitoring systems is to keep traffic moving and
maintain road safety. It is also intended to enhance public
transport services by deterring misuse of bus lanes and assist in
general monitoring of traffic conditions. We also work in
conjunction with the Emergency Planning Team and the Police to
identify crime and disorder.

4.6 CCTV is not used to invade the privacy of any persons in


domestic, business or other private premises, buildings or land.
Safeguards and instructions to operators exist to prevent cameras
being focused on people’s homes, gardens or other private
property.

4.7 CCTV operators work according to a strict code of practice on


issuing PCNs, designed to ensure they carry out Council policy
impartially, fairly and transparently. A photograph of the
contravention is shown on the PCN and video evidence is stored
by the Council so it can be viewed by the motorist when deciding
whether to appeal the PCN. CCTV fines are £120 which can be
reduced to £60 if paid within 14 days of issue for Bus Lane and
Moving traffic PCNs and 21 days of issue for CCTV Static PCNs.

4.8 We use CCTV to enforce against the following contraventions:

• Parking in a restricted area.


• Failing to obey a traffic sign.
• Stopping in a box junction.
• Breaching weight limits.
Illegal use of bus lanes.
4.9 CCTV cameras can be found at the following locations:

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Mare Street / Narroway Mare Street (Ellingfort Lea Bridge Road Dalston Lane / Graham
Reading Lane Road) (Cornwaite) Road
Well Street / Brooksbank Mare Street Falkirk Street Dalston Lane / Woodland
Well Street / Terrace (Pemberton Road) Hoxton Street / Street
Road Mare Street (Bocking Crondall Street Ball's Pond Road /
Ridley Road / St Marks Street) Queensbridge Road / Mildmay Park
Rise Lower Clapton Road Dalston Lane Graham Road
Graham Road (St Johns) Lower Clapton Road / Dalston Lane / Roseberry
Mare Street (Reading Lower Clapton Road Downs Road Place
Lane) (Clapton Square) Mare Street / Kingsland Road / Ball's
Mare Street (Wilton Way) Sylvester Road Pond Road

Removal of Vehicles

4.10 In accordance with the Traffic Management Act 2004, Hackney


concentrates its resources on removing vehicles, such as those:

•Parked on double yellow lines or in an area where loading is


prohibited.
• Identified as persistent evaders.
• Not displaying a valid tax disc.
• Parked illegally for a prolonged period.
• Parked on the footway.
• Parked in a disabled parking bay without displaying a valid
permit.

4.11 We no longer remove vehicles that display expired residents’,


businesses’ or doctors’ parking permits as long as they are
parked in the relevant bay for which the permit was issued for.

4.12 In accordance with the TMA 2004, Hackney stopped clamping


vehicles for parking contraventions on 31 March 2008, but we
reserve the right to clamp vehicles where we have evidence
suggesting they are being used for Blue Badge fraud or to
repeatedly evade PCNs (that have neither be paid nor appealed).

4.13 The fees for clamping, removals and storage of vehicles in


London are set by London Councils. They are set out in the table
below.

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Activity Charge
Release fee from Clamp NIL
Release from car pound £200
Storage charge (per day) £40
Disposal fee £70

Table 2.1: Other contraventions and charges

Abandoned Vehicles

4.14 Hackney Parking Services removes abandoned vehicles from the


street as they can be a hazard to the public. This process involves
inspecting the vehicle, sometimes on more than one occasion;
writing to the registered keeper (if known), advising land owners in
cases where vehicles have been discarded on private land,
observing legal notice periods and the eventual removal of the
vehicle. The borough aims to react to abandoned vehicle reports
as quickly as possible and its inspectors proactively seek vehicles
that are in a state of abandonment. It is the aim of the borough to
remove nuisance vehicle as quickly as possible in order to reduce
the likelihood of vandalism, arson and other crime with which such
vehicles are often associated.

4.15 Since 2008/09 we began removing abandoned vehicles from


Hackney Homes residential estates.

Untaxed Vehicles

4.16 It is illegal to park on street or drive a vehicle that does not have a
current tax disc. According to the Department for Transport,
untaxed vehicles are more likely to be uninsured and involved in
other crime.

4.17 The removal of untaxed vehicles is administered under the


Vehicle Excise Duty (Immobilisation, Removal and Disposal of
Vehicles) Regulations 1997. Abandoned vehicles are not
included in this operation. The Regulations provide for the
clamping or removal of untaxed vehicles on the public highways.
The Regulations do not allow for enforcement action to be taken
in car parks or on any form of private land.

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Car Parks

4.18 Publicly available off-street parking is available in Hackney. These car


parks help to support local businesses by providing short stay parking
for visitors.

4.19 The Council has retained its Safer Parking Scheme (SPS)
accreditation from the Association of Chief Police Officers (ACPO) for
Wilmer Place Car Park and hopes to achieve this commendation at two
other sites before the end of the 2010. To maintain the SPS status,
Parking Services continues to work closely with the Council’s Street
Cleaning and Lighting Teams. Inspectors from the SPS group were
particularly impressed by the design and the maintenance of the
Wilmer Road site.

Car park Control hours Spaces Charges

Amhurst Road E8 Monday-Saturday 25 spaces £1.20 each hour,


2BT 7am -11pm £7.20 all day
Bentley Road N1 Monday-Saturday 109 spaces £1.20 each hour,
4BY 7am-7pm £7.20 all day
Gillett Street N16 Monday-Saturday 31 spaces £1.20 each hour, 2
8JH 7am-7pm hour max. stay
Wilmer Place N16 Monday-Saturday 32 spaces £1.20 per hour,
0LY 7am-7pm £7.20 all day

Table 2.2: Public Car parks in Hackney, 2009/10

4.20 The Council also manages three further off street car parks in the
borough;

• St. John’s Car Park

• Britannia Leisure Centre

• Kingshall Leisure Centre

4.21 St. John’s Car Park serves the needs of local businesses in Mare
Street’s busy Narrow Way. The two other car parks are affiliated with
the borough’s leisure centres: Britannia Leisure Centre and Kingshall
Leisure Centre. These two car parks primarily serve leisure centre
users but can be utilised by other motorists within the borough.

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5 Policy and Performance Appraisal

Hackney’s Quality-Based Approach to Enforcement

5.1 We are offering better quality of service to residents and visitors, by


ensuring that we work closely with our contractors to guarantee that
services being provided are in line with guidelines laid out by the TMA
2004. Further, the service we provide meets all regulations practiced
within Council’s parking services. This assures transparent and fair
services within the borough.

5.2 In compliance to the requirements under the TMA 2004, we are placing
quality of enforcement above quantity. Although the total number of
PCNs we issue overall has decreased year on year, the percentage of
High quality PCNs issued has continued to increase year on year. In
2007/08 we issued 94.54% of high quality PCNs. In 2008/09 it
increased by 2.49% to 97.03%. In 2009/10 it increased further to
97.90%.

5.3 Our services are continually improving as we are investing more in our
staff and systems to guarantee that we provide the best service we
can. This helps us deal better with queries, appeals and payments both
quickly and effectively.

5.4 We will continue to strive to ensure that dedicated parking areas are
safe and equipped with clear signs and parking regulation notices, and
that street furniture is clean and clear and in working order.

5.5 Parking Services keeps on improving the quality of the PCNs. We aim
to produce good quality PCNs with clear information about the different
payment methods available and our appeals procedure. We also
provide photographic evidence of the contraventions with your parking
tickets (Excludes PCNs issued on street unless the PCN is challenged.

5.6 In 2009/10 we published our Best Value Review which highlighted


ways that we could improve the service we provide residents and
visitors of Hackney while remaining cost effective.

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Parking Services’ Best Value Review (BVR)

5.7 The Parking Services’ Best Value Review (BVR) was conducted
between November 2008 and April 2009 and is part of an ongoing
undertaking to provide a service committed to customer satisfaction.

5.8 It covered all front-facing services and associated support and


management functions. It considers the Service’s current position and
improvement agenda at both the strategic and operational levels.

5.9 The report considered and presents findings on performance, quality,


costs, risks (how these can be mitigated) and customer satisfaction. It
also includes a summary of the impacts of proposed efficiencies,
improvement plans and highlights investment opportunities to mitigate
any revenue reductions that may impact on the Service.

5.10 The Review process focused on ensuring every member of the service
was involved in each stage of the review and allowed for contribution to
this report.

5.11 The Service’s outputs were compared with the Parking Services of 16
other London Authorities through a programme of benchmarking.

5.12 Theses are some of the findings and recommendation from the
review:-

• Our Standard of compliance has improved in terms of


enforcement.

• Debt recovery retains a top quartile benchmarking score among


London boroughs.

• The Service is within the top quartile on the cost of issuing a


PCN.

• We should ensure that the service’s permits, fees and charges


are comparable with other London Authorities and set in line
with the TMA guidance.

• Steps have been identified to improve the Council’s


performance at the Parking and Traffic Appeals Services
(PATAS) and, to a lesser extent, the management of bailiffs and
quality of correspondences.

• The Service should look to utilise the contract framework


developed by the BPA, in partnership with Local Authorities, to

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manage the Parking Enforcement Contract. This model was
launched in 2004 It was developed and piloted by Hackney.

• The contract emphasises a modern partnering approach and


moves away from measuring performance largely on
revenue/ticket generation, but instead, to use measure
indicators; such as compliance and customer satisfaction.

Recovery Rate

5.13 All parking activity ultimately feeds into the PCN recovery rate; from
enforcing robust policies and operational processes to designating
CPZs. The recovery rate is defined as the percentage of PCNs that
have been paid for in the corresponding month they were issued. The
recovery rate uses the previous year’s data because it can take up to a
year for a PCN to go through the full appeals and debt recovery
processes.

5.14 The recovery rate is a good indicator of the quality of PCNs issued to
motorists. The Council’s high recovery rate at the beginning of 2009/10
is a positive indicator that the majority of motorists issued with a PCN
accept that the ticket was issued correctly due to the quality of
evidence provided by the Council, (for example good quality photo
evidence). However, during January 2009 to March 2009 the recovery
rate dropped; this was due to the introduction of enforcement of
incorrectly displayed companion badges. As it was a new policy we
cancelled PCNs for first offences on the grounds that a valid Blue
Badge was shown when drivers submitted representations.

Month Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar
2008/09 71.2% 68.4% 68.6% 66.8% 67.6% 67.8% 66.9% 65.2% 66.2% 63.6% 65.5% 67.9%
2009/10 68.5% 69.2% 67.9% 68.0% 69.5% 67.9% 65.8% 66.9% 66.8% 63.2% 63.5% 62.8%
Table 3.1 Performance Table - Recovery
rate, 2008/09 – 2009/10
5.15 The graph below shows that our drive for issuing quality PCNs remains
positive. Whilst we issued fewer tickets in 2009/10, more motorists paid
their PCN fines on the initial issue of the ticket against the previous
year which was also the case in 2008/09. We expect that this trend will
continue as we strive to improve upon enforcement and ensure public
safety.

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Recovery Rate over Time

80.00%
Recovery Rate

60.00%

40.00% 2008/09
Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar 2009/10
Month Target

Chart 1.1: Performance Chart- Recovery rate, 2008/09 – 2009/10

Enforcement Performance

Top Ten Cancellations for 2009/10

5.16 The table below shows the top ten cancellations that occurred in
2009/10 and the reasons behind the cancellations (This includes
cancellations from PCNs that have informal or formal representations
attached to it). The figures are derived from PCNs issued in previous
years and in 2009/10.

Reason Volume Proportion


Loading/Unloading 1020 21.71% ██████████ 1020
Gesture of Goodwill 743 15.81% ███████ 743
Blue Badge First Appeal 626 13.32% ██████ 626
DVLA Make Mismatch 536 11.41% █████ 536
CEO failed to see/ignored/miss-read valid 385 8.19% ████ 385
exemption
Response Exceeds 56 Days 297 6.32% ███ 297
Veh has Legal Exemption in TMO 292 6.21% ███ 292
Incorrect Contravention Code 278 5.92% ██ 278
CEO recorded wrong info recorded on 262 5.58% ██ 262
PCN
Valid Voucher at Appeal 260 5.53% ██ 260

Table 3.2: Performance Table – Number of Cancellations


by reason, 2009/10

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5.17 Table 3.3 shows the top ten cancellations that occurred by 1st July
2010 for PCNs issued in 2009/10 and the reasons behind the
cancellations.

Reason Volume Proportion


Loading/Unloading 984 21.79% ██████████ 984
Gesture of Goodwill 734 16.26% ████████ 734
DVLA Make Mismatch 558 12.36% ██████ 558
Blue Badge First Appeal 554 12.27% ██████ 554
CEO failed to see/ignored/miss-read valid 405 8.97% ████ 405
exemption
CEO recorded wrong info recorded on 321 7.11% ███ 321
PCN
Incorrect Contravention Code 257 5.69% ██ 257
Veh has Legal Exemption in TMO 253 5.60% ██ 253
Response Exceeds 56 Days 231 5.12% ██ 231
Two PCN For Same Offence 218 4.83% ██ 218

Table 3.3: Performance Table – Number of Cancellations for


PCNs issued in 2009/10 by reason, 2009/10

5.18 We cancel tickets for a range of reasons as we understand that in


certain circumstances whilst the ticket was issued correctly, motorists
may have encountered a unique set of circumstances (e.g. in an
emergency), which required them to park incorrectly. In these
instances we apply discretion as required by the TMA 2004 to uphold
or cancel PCNs.

Street visits

5.19 Our enforcement contractor is required to visit streets inside and


outside of CPZs according to a schedule based on parking
activity. Although the level of visits may fluctuate between streets,
the graph below shows that the APCOA has met their overall
target of 95% visits in most months. However, performance could
not be measured as accurately as we would like due to the
inconsistency of information and the unavailability of reporting
mechanisms during the implementation of the new Parking
Software in April. There was a reduction in the number of CEOs in
May but the coverage requirement was only adjusted in late
September to reflect this change. This is the reason for the drop in
performance in October. However the reduction did not affect the
overall performance.

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CEO Street Visit Performance

100.00%
95.00%
90.00%
85.00%
Actual
Rating

80.00%
Target
75.00%
70.00%
65.00%
60.00%
Apr-09 May-09 Jun-09 Jul-09 Aug-09 Sep-09 Oct-09 Nov-09 Dec-09 Jan-10 Feb-10 Mar-10
Month

Chart 1.2: Performance Chart- CEO Street Visits, 2009/10

Implementation of ‘Client instructions’ issued

5.20 Client instructions are instructions sent to the contractor where


enforcement issues have been reported to the Council for
investigation or action by residents. This also includes suspension
of enforcement. Chart 1.3 looks at how APCOA responded to
client instructions within the set time period for each month.

5.21 The Service issued an average of 256 client instructions each


month in 2009/10 which is an increase of 82 from 2008/9. Chart
3.3 shows that our contracted CEO’s met the target throughout
the year in 2009/10 despite the increase in received client
instructions.

Performance for Implementing Client Instructions

100.00%
95.00%
90.00%
85.00%
Rating

Actual
80.00%
Target
75.00%
70.00%
65.00%
60.00%
Apr-09 May-09 Jun-09 Jul-09 Aug-09 Sep-09 Oc t-09 Nov-09 Dec-09 Jan-10 Feb-10 Mar-10
Month

Chart 1.3: Performance Chart- Implementation of


Client Instructions, 2009/10

Month Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar
Completed 196 174 262 260 272 267 194 272 224 242 368 339
Received 207 179 265 267 283 278 201 278 231 243 374 345

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Table 3.4: Performance Table- Number of Client Instructions
Implemented by month, 2009/10

Removals

5.22 The charts below show performance in terms of the number of


vehicles removed each month. The number of removals varies
from month to month due to seasonal variance but averages
around 275 a month. The chart shows that our Contractor’s
activities varied against expected levels each month throughout
the year.

Performance for The Number of Vehicles Removed

400
350
300
250
Rating

Actual
200
Expected Level
150
100
50
0
Apr-09 May-09 Jun-09 Jul-09 Aug-09 Sep-09 Oct-09 Nov-09 Dec-09 Jan-10 Feb-10 Mar-10
Month

Chart 1.4: Performance Chart- Number of vehicles removed,


2009/10

Month Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar
Actual 287 283 273 267 317 258 308 301 231 234 266 265
Expected 252 306 246 233 306 326 298 340 275 254 286 320
Levels

Table 3.5: Performance Table- Number of vehicles removed,


2009/10

Abandoned Vehicles

5.23 The Borough is obliged to investigate all reported abandoned


vehicles within 24 hours of receiving the first notification. It is then
required to remove the vehicle within 24 hours. The two
performance indicators formerly measured nationally include:

• BVPI 218a (Abandoned Vehicles: % of new reports of


abandoned vehicles investigated within 24 hours of notification);
and
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• BVPI 218b (Abandoned Vehicles: % of abandoned vehicles
removed within 24 hours from the point at which the Authority is
legally entitled to remove the vehicle).

Performance for the Number of Abandoned Vehicles Investigated

Completed
Not completed

Chart 1.5: Performance Chart- Performance for the number of


abandoned vehicles investigated, 2009/10

5.24 In 2009/10 1453 abandoned vehicles were scheduled to be


investigated. All reported vehicles were investigated within the 24
hour target period. This shows that we are committed to
investigating all abandoned vehicles cases in Hackney to help
ensure that the roads are kept safe. In 2008/9 there were 199
more abandoned vehicles scheduled to be investigated.

Performance for the Number of Abandoned Vehicles Removed

Completed
Not completed

Chart 1.6: Performance Chart- Performance for the number of


abandoned vehicles removed, 2009/10

5.25 In 2009/10, 167 abandoned vehicles were scheduled to be


removed. All abandoned vehicles were removed within 24 hours

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from the point at which we were legally entitled to remove the
vehicle.

Untaxed Vehicles

Month DVLA
Authorised
Removals
Apr-09 12
May-09 12
Jun-09 11
Jul-09 18
Aug-09 29
Sep-09 30
Oct-09 26
Nov-09 14
Dec-09 19
Jan-10 17
Feb-10 13
Mar-10 16
YTD 217

Table 3.6: Performance Table- Untaxed vehicles removed,


2009/10

5.26 The number of untaxed vehicles removed in 2009/10 reduced


throughout the year mainly due to increased compliance by
motorists in the borough. This demonstrates that key messages
promoted via successful and effective operations carried out for
the last three years have reached motorists who have modified
theirbehaviour.

5.27 The ANPR (Automatic Number Plate Recognition) van has proved
to be a useful tool and there has been a great improvement in the
removal of untaxed vehicles and identification of persistent
evaders within the borough.

On-Street Maintenance

5.28 Maintaining street furniture is vital in ensuring parking enforcement is


conducted fairly and legally in accordance with the Council’s Parking
Enforcement Plan. Over time, lines, signs and ‘Pay and Display’
machines may become defective and Parking Services aims to ensure
that repairs are carried out quickly and with minimal disruption to the

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service. Parking Services has a rolling program of routine and reactive
maintenance of all our parking related street furniture. As a significant
part of this is managed in house this allows the Council to not only
save money but also react quickly in this area.

5.29 The Council also employs external contractors to design and install
certain large parking signs. All lining and post works are completed in
collaboration with external contractors. Repairs to ‘Pay and Display’
machines are almost exclusively conducted by our own engineers, thus
reducing contractor costs. Only machines with serious/unidentifiable
faults and machines within warrantee are repaired by the
manufacturer.

5.30 Table 3.6 shows the number of repairs carried out in 2009/10 and the
average amount of time (in days) it took to repair these defects. In
2009/10 we exceeded all but 1 of our targets for the areas
demonstrated below. Response time to all disable bay enquiries target
was not met due to limited resources.

Activity Works Target Actual Status


Completed Average Average
Response Response
Rate (days) Rate (days)
Repair time (days) for 2007 2 0.4
enforcement-affecting
Pay & Display
machine faults†
Repair time (days) for 210 21 11.6
enforcement-affecting
lining defects†
Repair time (days) for 108 21 18.9
enforcement-affecting
post defects†
Repair time (days) for 331 5 4.9
enforcement-affecting
sign defects†
Response time (days) 59 5 7.5
for all disabled bay
enquiries
Response time (days) 2167 7 2
for all site visit
requests‡
Table 3.7: Performance Table- Maintenance’s response performance, 2009/10

* Enforcement affecting faults are where the contractor has been unable to
issue valid tickets as a result of missing or defective line, signs or posts.
Business Processing

Informal Representation

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5.31 We received a total of 17,311 Informal Representations against all
PCNs (including estate & car park) issued in 2009/10; a challenge rate
of 17.99% which is up by 0.06% from 2008/9. This drop shows that we
are keeping motorist aware of the policies in place that allows them the
right to challenge their PCN.

Informal Representation Vs Acceptances


Informal Rep
16000
14000 Accepted Informal
Rep
12000
10000
Volume

8000
6000
4000
2000
0
On street Bus Lane Car Park Estate
Contravention Type

Chart 1.7: Performance Chart- Informal Representation Vs Acceptances, 2009/10

5.32 In 2009/10 we cancelled 5,916 correctly issued PCNs after you wrote
to us. We endeavor to listen to all cases and make decisions based on
all facts present. In 2009/10 we accepted 34.17% of the informal
representations received. Our acceptance rate in 2009/10 is 1.09%
lower then in 2008/9. This shows although we are issuing more quality
PCNs we are determined to process every challenge fairly.

Formal Representations

Formal Representation Vs Acceptances


Formal Rep
8000
7000 Accepted Formal
Rep
6000
5000
Volume

4000
3000
2000
1000
0
On street Bus Lane Moving Traffic Car Park Estate
Contravention Type

Chart 1.8: Performance Chart- Formal Representation


Vs Acceptances, 2009/10

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5.33 In 2009/10 we received 10,162 formal representations, which is 41%
fewer then informal representations received. Out of the total number
of informal representations received, we ruled 25.71% in favour of the
motorist which is 13.26% less then 2008/9. The lower acceptance rate
for formal representation shows an improvement on the quality of
PCNs issued.

Overall Performance

On Bus Moving Car Park Estate Total


street Lane Traffic
Informal Level/Quantity
15120 213 402 1576 17311
Level/Quantity Rate
24.24% 11.60% 18.42% 22.46% 17.99%
Acceptance Level
5246 12 173 485 5916
Acceptance Level Rate
34.70% 5.63% 43.03% 30.77% 34.17%
Formal Level/Quantity
7429 100 1846 162 625 10162
Level/Quantity Rate
11.91% 5.45% 16.96% 7.42% 8.91% 10.56%
Acceptance Level
2063 51 280 48 171 2613
Acceptance Level Rate
27.77% 51.00% 15.17% 29.63% 27.36% 25.71%
Combined Level/Quantity
22549 313 1846 564 2201 27473
Level/Quantity Rate
36.16% 17.05% 16.96% 25.85% 31.36% 28.54%
Acceptance Level 7309 63 280 221 656 8529
Acceptance Level Rate 32.41% 20.13% 15.17% 39.18% 29.80% 31.05%

Table 3.8: Performance Table- Performance Summary, 2009/10

5.34 We considered a total of 27,473 representations in 2009/10 as seen in


Table 3.8. This works out to be 15% (approx. 5,000) fewer cases than
received in 2008/9. However, the level of representations remains high
with around 28.5% of all issued PCNs being challenged. This indicates
that motorists are being made more aware of the policies in place and
are keen to pursue their case through the representation process.

5.35 The combined acceptance rate for 2009/10 was 31.05%. This was
lower by around 6% over 2008/9, which was signify that the quality of
the PCNs being issued has improved. It also shows that we listen to
the motorist’s claims and take appropriate action based on a case to
case basis.

Representation: Turnaround Time

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5.36 We aim to deal with all types of enquiries (informal and formal
representations) in an average time of 10 days. However in 2009/10
we were faced with a huge backlog due to the unforeseen issues that
arisen during the implementation of our new system. We expect that
future average turnaround time will follow the trend of 2008/09 with
figures of less then 10 days.

2008/2009
Informal Representation 35.05
(days)
Formal Representation 29.39
(days)

Table 3.9: Performance Table- Representation response time, 2009/10

PATAS Results for 2006/7, 2007/8, 2008/9 & 2009/10

% of Cases going to Appeal which are % of PCN going to


Allowed (Lost by Hackney) Appeal
Rank in London

LB Hackney
Authorities
In Hackney

All London
Refused
Appeals

Appeals
Allowed

Number

London
Out of
Year

2006/07 1977 318 86% 68% 31 34 1.3 0.99


Parking

2007/08 1717 422 83% 72% 32 34 1.8 1.11


2008/09 1814 646 75% 73% 28 34 1.9 1
2009/10 654 297 69% 63% 27 34 1.41 1.10
2006/07 30 9 77% 46% 32 25 0.05 0.43
Bus Lanes

2007/08 25 4 86% 49% 24 26 0.05 0.3


2008/09 13 16 45% 59% 8 28 0.07 2
2009/10 3 3 50% 40% 9 27 0.01 0.03
2006/07 1 0 100% 57% 17 18 0.01 0.84
Moving
Traffic

2007/08 175 121 59% 49% 10 18 0.1 1.18


2008/09 137 76 64% 65% 10 23 0.1 2
2009/10 121 77 61% 66% 10 23 0.21 0.12

Table 3.10: Performance Table- PATAS Results, 2006/7 – 2009/10

5.37 The above table shows the results of parking appeals assessed by
London’s independent adjudicators, the Parking and Traffic Appeals
Service (PATAS). The statistical information provided is derived from a
PATAS report obtained through their website.
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5.38 The appeal rate is calculated based on the number of appeals against
the total number of PCNs issued for the year. In 2009/10 our overall
appeal rate was 1.62% with the average appeal rate being 1.28%.

5.39 The PATAS ranking is one of several indicators of how Councils are
managing their parking enforcement services whilst encouraging
compliance and transparency in applying their enforcement activities.

5.40 The number of appeals ‘allowed’ are those cases found against the
Council. The number of appeals ‘refused’, are those cases found in
favour of the Council.

5.41 The 2009/10 statistics show a significant drop in the number of cases
being determined by PATAS. This was mainly due to the introduction
of our new IT system which delayed the number of appeals at PATAS.
It is highly likely that the number of appeals being heard in 2010/11 will
follow the previous trend.

5.42 We are continuing to climb the PATAS rankings in terms of on street


enforcement, however there is still a long way to go. The success rate
at PATAS of 69% is a 6% improvement on the previous year and 17%
improvement on the 2006/07 financial year. The performance is even
more encouraging when looked against the London average success
rate which is 66%.

5.43 Our performance on Bus Lane enforcement remains in the top 30% at
9th place out of 27 London Boroughs that carry out bus lane
enforcement.

5.44 The results of the Moving Traffic Enforcement saw us better the
London average by 5% at 61%. However, we remain middle of the
table at 10th place out of the 23 London Boroughs.

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6 Financial Data

Parking Services: Balance sheet 2009/10


2009 - 2010 2008 - 2009
Subtotal Total Subtotal Total
£ £ £ £
Expenditure
Employee Costs 4,248,475 3,536,982
Premises costs 43,487 12,039
Transport Costs 73,395 53,004
Supplies and
Services 567,710 615,704
Contribution to
reserve 621,442
Contracts 5,578,203 5,398,068
Recharges 2,252,173 13,384,887 2,200,247 11,816,044

Income

PCNs & Bailiffs (6,321,577) (6,449,484)


Pay and Display (2,807,512) (2,739,955)
Permits (3,316,940) (2,857,106)
Suspensions (388,390) (494,623) (12,541,168)
Others (546,988) (13,381,409)
Total Income (12,541,168)
Deficit/(Surplus ) 3,478 (725,124)

Fig 2.1: Parking Services Balance sheet, 2009/10

6.1 The table above shows our expenditure and income for 2008/9 and
2009/10. We had a deficit of £3,478 in 2009/10. However we had
£1,024,127 in our reserves after contributing £621,442 to the reserves
in 2009/10.

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Breakdown of Income by Source

Income Stream Amount Distribution


PCNs & Bailiffs £6,321,577 47.24%
Pay and Display £2,807,512 20.98%
Permits £3,316,940 24.79%
Suspensions £388,390 2.90%
Others £546,988 4.09%
Total £13,381,407 100.00%

Table 4.1: Income stream breakdown, 2009/10

6.2 The majority of our revenue in 2009/10 came from money generated
from debt recovery; (our recovery rate for the year is 67%). However,
there continues to be an ongoing trend in the reduction of revenue year
on year. This is likely to be due to a following of reasons: The
introduction of the TMA 2004, the high level of compliance and the
increase in public awareness concerning parking procedures and
policies.

Our Re-Investment Commitment

6.3 Generally, any surpluses generated by us are retained and re-invested


into parking projects and on-street improvements in accordance with
the Road Traffic Act 1991RTAR( as amended).

6.4 In 2009/10 we had a deficit of £3,478 but this did not stop us from
reinvesting. We used £925,184 of our reserves to help fund the
following projects;

School Crossing 192,096


Street Lighting 216,040
Gully Cleansing 213,306
Parking Revenue account expenditure 121,453
Blue badge 81,006
PMIS (Parking Management Information system) 101,283

925,184

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7 PCN General Statistics

Parking PCNs

7.1 The table below shows the number of PCNs issued for parking
contraventions in 2009/10 along with the total number that were paid
and those that were paid at the discount rate. The table looks at PCNs
issued for on-street, off-street and CCTV parking contraventions.

Total On street Off street CCTV


PCNs (CEOs & Parking
CCTV
Parking)
Number of higher level PCNs 62470 56007 6463 (11233)
issued
Number of lower level PCNs 21046 18309 2737 (165)
issued
Number of PCNs paid 54904 49788 5116 (7030)

Number of PCNs paid at 45626 41541 4085 (6073)


discount rate

Table 5.1: Parking PCN Statistics- issue and


payment rate, 2009/10

7.2 The number of PCNs issued is broken down into the Higher and Lower
level contraventions in line with changes brought about by the TMA
2004. The higher rate PCNs are issued for more serious
contraventions i.e. parking on a double yellow line and the lower rate is
issued for less serious contraventions i.e. overstaying in a pay and
display bay.

7.3 In 2008/09 78% of PCNs issued in Hackney were issued to motorists


who committed serious contraventions when parking their vehicles, i.e.
Parked causing an obstruction. In 2009/10 this figure fell to 75%. It
shows that motorists using the roads in Hackney are more aware of
our commitment to your safety by penalising offenders who could
endanger the life of other people.

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PCN Issue Levels

25%
Higher level
PCNs issued
Low er level
PCNs issued

75%

Chart 2.1: Parking PCN Statistics- Issued Level, 2009/10

7.4 Similar to 2008/09 year, 83% of all payments made in 2009/10 were at
the discounted rate. The figures show that we are maintaining our
commitment to ensure that the public are kept informed of our
procedures and policies when processing PCNs. This is reflected by
the vast majority of motorists opting to pay within the 14 day
discounted payment period.

PCN Payment Rate

83%

Full rate
Dis count rate

17%

Chart 2.2: Parking PCN Statistics- Payment Rate with analysis, 2008/9

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Total On street Off street CCTV
PCNs (CEOs & Parking
CCTV
Parking)
Number of PCNs against which 25389 22702 2687 (2106)
an informal or formal
representation was made
Number of PCNs that went to the 1883 1671 212 (371)
adjudicator
Number of PCNs cancelled as a 8247 7372 875 (636)
result of an informal or a formal
representation
Number of PCNs cancelled as a 263 236 27 (37)
result of adjudicator’s decision
Number of PCNs written off for 229 207 22 (304)
other reasons (e.g. CEO error or
driver untraceable)
Number of vehicles immobilised*

Number of vehicles removed 3114 3114

Table 5.2: Parking PCN Statistics- representation, cancellation


and removal, 2009/10

*There are no figures for the number of vehicles immobilised as we stopped clamping
vehicles by2009/10.

7.5 The table above shows some of the outcome for PCNs issued in
2009/10. The table displays how many PCNs were followed by the
receipt of formal and informal representations, how many went to the
adjudicators, how many were cancelled as a result of successful
representations; those that were cancelled as a result of the
adjudicator’s decision and how many were written off for other reasons,
(for example, CEO error or driver untraceable). The table also shows
the total number of vehicles that were removed from the streets of
Hackney.

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Bus Lane and Moving Traffic PCNs

7.6 The tables below shows the number of PCNs issued for bus lane and
moving traffic contraventions in 2009/10.

CCTV Bus Lane CCTV Moving Traffic

Number of higher level PCNs 1836 10886


issued
Number of lower level PCNs n/a n/a
issued
Number of PCNs paid 1216 7935

Number of PCNs paid at 1082 6901


discount rate

Table 5.3: Moving Traffic PCN Statistics- issue and


payment rate, 2009/10

7.7 The table shows the number of PCNs that were issued at higher and
lower rates along with the number that were paid and how many were
paid at the discounted rate.

CCTV Related PCNs

86% CCTV Bus Lane


CCTV Moving Traffic

14%

Chart 2.3: Moving Traffic PCN Statistics- CCTV Related


PCNs with analysis, 2009/10

7.8 Chart 2.3 shows a larger percentage split for moving traffic
contraventions. In 2008/9 80% of PCNs issued through CCTV were for
moving traffic contraventions. However, this split has grown to 86% in
2009/10. In addition Hackney issued 993 more PCNs for moving traffic
contraventions than in 2008/9. This is an increase of 9%. The figures
show that we are effectively using CCTV technology to find and
penalise motorists for dangerous driving offences and in effect we are
working towards ensuring safer roads in Hackney.
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Bus Lane and Moving Traffic PCNs Issued Over Time

12,000
10,000
PCNs Issued

8,000
2009/10
6,000
2008/9
4,000
2,000
0
Moving Traffic Bus Lane
London Boroughs

Chart 2.4: Bus lane and Moving Traffic PCN Statistics over time
- CCTV Related PCNs with analysis, 2009/10

7.9 There has been 28% drop in the number of PCNs issued for bus lane
contraventions from 2008/9 to 2009/10. This indicates that our policies
and enforcement practices are continuing to improve the level of
compliance in bus lanes and in turn help to improve bus journey times
in the Borough.

CCTV Bus Lane CCTV Moving Traffic

Number of PCNs against which 312 1787


an informal or formal
representation was made
Number of PCNs that went to the 23 267
adjudicator
Number of PCNs cancelled as a 65 281
result of an informal or a formal
representation
Number of PCNs cancelled as a 2 28
result of adjudicator’s decision
Number of PCNs written off for 14 70
other reasons (e.g. CEO error or
driver untraceable)

Table 5.4: Moving Traffic PCN Statistics- Representation


and cancellation, 2009/10

7.10 Table 5.4 shows the total number of PCNs issued in 2009/10 for bus
lane and moving traffic that received informal and formal
representations and those that went to the adjudicators. It also shows
the number of PCNs that were cancelled due to successful
representations; those that were cancelled as a result of the
adjudicator’s decision and those written off for other reasons (for
example, CEO error or driver untraceable).

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Hackney compared with other Boroughs

7.11 The number of PCNs issued within Hackney has dropped for 2009/10
which has been experienced by the majority of London Boroughs. We
have identified five comparable Councils: Islington, Southwark,
Haringey and Tower Hamlets, which are aligned to Hackney’s overall
performance. This demonstrates that our quality driven enforcement
strategy is aligned with some of the higher performing boroughs in
London.

7.12 The table below shows that there is a falling trend for the number of
PCNs issued from 2008/9-2009/10.

Higher Lower Total Bus Moving 2009/10 2008/9 Variance


level level Parking lane Traffic
parking parking PCNs PCNs PCNs Total Total
PCNs PCNs PCNs PCNs

Hackney 62,478 21,045 83,523 1,836 10,886 96,245 112,729 -16,484


Haringey 134,294 27,293 161,587 8,029 13,182 182,798 191,406 -8,608
Islington 127,775 51,114 178,889 4,323 59,799 243,011 249,011 -6,000
Southwark 84,558 23,293 107,851 521 13,352 121,724 131,743 -10,019
Tower Hamlets 63,073 19,726 82,799 4,892 3,536 91,227 90,042 1,185

Table 5.5: Number of PCNs 2007/8 - 2008/9

(The data was obtained from the Enforcement Activity 2009/10 – Annual Report PCN
Stats 2009-10 and Annual Report PCN Stats 2008-091 produced by London Councils
and the North London Parking Managers Group – Benchmarking Indicator report
2007/08 produced by Islington Council).

Total PCNs issued

2009/10 2008/9 2007/8


Hackney 96,245 112,729 122,594
Haringey 182,798 191,406 198,247
Islington 243,011 249,011 283,919
Southwark 121,724 131,743 144,224
Tower Hamlets 91,227 90,042 91,172

Table 5.6: Summary of Number of PCNs 2007/8 – 2009/10

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Total PCNs Issued by London Boroughs Over Time

300,000
250,000
PCNs Issued

200,000 2009/10
150,000 2008/9
100,000 2007/8
50,000
0
Hackney Haringey Islington Southwark Tower Hamlets
London Boroughs

Chart 2.5: PCN issued over time by borough, 2009/10

7.13 We have a 15% difference from 2008/9 and 2009/10. This is a 7%


increase in the drop of PCNs issued between 2007/8 and 2008/9. In
addition the drop in PCNs issued in 2009/10 is 9% more than
compared with the London bench mark average of 6%.

Moving Traffic PCNs Issued

2009/10 2008/9
Hackney 10,886 9,893
Haringey 13,182 13,362
Islington 59,799 44,044
Southwark 13,352 11,118
Tower Hamlets 3,536 4,692

Table 5.7: Summary of Moving Traffic PCNs 2008/9 - 2009/10

Moving Traffic PCNs Issued by London Boroughs Over Time

70,000
60,000
PCNs Issued

50,000
40,000 2009/10
30,000 2008/9
20,000
10,000
0
Hackney Haringey Islington Southwark Tower Hamlets
London Boroughs

Chart 2.6: Moving traffic PCN issued over time by borough, 2009/10

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7.14 Moving traffic PCNs issued in the London Borough of Hackney have
increased by 10.8% since 2008/9 and is above average across all
comparable boroughs.

7.15 On average moving traffic PCNs across all five boroughs has
increased by 8.25% since the last financial year. The increase in PCNs
issued illustrates our determination to improve enforcement and
hopefully compliance with the use of new cameras and a more
effective approach to issuing PCNs.

Bus Lane PCNs issued

2009/10 2008/9
Hackney 1,836 2,353
Haringey 8,029 7,562
Islington 4,323 6,813
Southwark 521 271
Tower Hamlets 4,892 4,852

Table 5.7: Summary of Bus Lane PCNs 2008/9 - 2009/10


Bus Lane PCNs Issued by London Boroughs Over Time

10,000
8,000
PCNs Issued

6,000 2009/10
4,000 2008/9

2,000
0
Hackney Haringey Islington Southwark Tower Hamlets
London Boroughs

Chart 2.7: Bus Lane PCN issued over time by borough, 2009/10

7.16 The number of PCNs issued for Bus Lane contraventions has dropped
since 2008/9 by 21.9% and is below the average of all comparable
boroughs.

7.17 Across all five boroughs, the number of PCNs issued for Bus Lane
contraventions has increased by 8.26% for the financial year 2009/10.
The drop in Bus Lane PCNs reflects the high level of compliance from
motorist when using Bus Lanes in Hackney. It shows that motorists are
becoming more and more aware of our enforcement policy and our
resolve to ensure public safety and improve travel times on buses in
Hackney.

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8 Changes within Parking Services 2009/10

8.1 In 2009/10 we made a number of improvements to our service based


on feedback received by members of the public and through monitoring
trends within our industry.

Enforcement

Re-locatable cameras

8.2 The procurement and implementation of the re-locatable cameras have


helped to provide effective management of traffic enforcement in the
borough where there are no fixed cameras as well as locations where
mobile vans have difficulty accessing. These cameras can be deployed
at short notice which makes them important tools in helping to ensure
road safety.

CCTV Mobile Vans

8.3 The CCTV Mobile vans have been found to be an effective tool in the
management of traffic enforcement where we currently have no fixed
cameras. The cameras have helped to ensure road safety.

Parking Enforcement Contract Review

8.4 The Parking Contracts Team reviewed the existing KPIs and
condensed them from 35 to 16. These new measures also omit KPIs
which have little impact on customer service and expand on those that
do. Emphases on the precision of the methodology used to measure
these KPIs have underpinned this review from the beginning.

8.5 It is expected that changes brought about following the review of KPIs
will improve the quality of PCNs and ensure a more robust
enforcement service.

8.6 It is expected that the operational performance of the contractor will be


improved by the reduction in KPIs. This is because the reduction will
allow supervisors to concentrate and focus more on areas of most
importance including:

• Street coverage

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• Quality digital images
• PCN quality

Automatic Number Plate Recognition System

8.7 Since April 2006 the London Borough of Hackney has impounded
untaxed vehicles on the behalf of the DVLA. In order to remove a
vehicle that is untaxed the LBH officer must notice that the vehicle has
an expired tax disc or no disc at all. This is done manually and usually
proactively. ANPR provided an automatic solution capable of reading
number plates within 0.3 seconds and checking them against a DVLA
database of all untaxed vehicles in the country. This has increased the
rate at which the vehicles on the borough’s roads could be authorised
for and subsequently impounded.

8.8 This system is also utilised in the pursuit of persistent evaders who
have numerous outstanding PCNs that have gone beyond the appeals
stages. The adoption of this technology greatly helps in the effort to
enforce on motorists who appear to have a disregard for other road
users.

8.9 There are strong correlations between untaxed vehicles and vehicles
that are uninsured and not road worthy.

Hotspot operation

8.10 We have been monitoring locations where civil CEOs have been
having difficulty enforcing on illegally parked vehicles. When the CEO
is spotted approaching the area or is seen making notes of any of the
vehicles the lookout driver calls out other drivers’ who return very
quickly to their vehicles. Some of these drivers resort to threatening or
aggressive behaviour to prevent the CEOs from enforcing. When the
CEO continues to ignore the drivers’ demands and starts to issue a
ticket the drivers all drive away before the CEO is able to enforce.
Once the CEO leaves the location these drivers move their vehicles
back.

8.11 Most of the drivers of these vehicles work with local businesses in a
professional capacity. These vehicles parked in contravention also
cause problems for other road users (e.g. permit holders unable to find
parking nearer their business) or road safety issues (e.g. obstruction to
pedestrians and other road users on narrow roads). We have taken a
proactive approach to tackle the issues by involving partner agencies.
Feedback from all parties after an operation has ensured that the
operations deliver objectives set by all involved. We have used this
feedback to progressively improve on the approach and planning of
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subsequent operations. The process has become much more
streamlined and we have also reduced the ‘hotspot’ list since we
started working with our partner agencies

Blue Badge Fraud Team

8.12 The 2008 Blue Badge Fraud Enforcement and Companion Badge
Review Cabinet report allowed for the setting up of a Blue Badge
Fraud Team. They are responsible for investigating and directly
tackling Blue Badge and Companion Badge fraud, they are initially on
a two-year pilot scheme. With the price of parking continuously on the
rise, the congestion charge zone and increasing levels of parking
controls in the Borough criminals are likely to regard the Blue Badge as
increasingly lucrative and an alternative option to gain free parking. In
the 2008 Cabinet report it was estimated that as many as 1000
instances of Blue Badge misuse and abuse could be occurring on
Hackney streets every day.

8.13 Due to the consistent hard work of the Blue Badge Fraud Team officers
there have been:

• 34 successfully prosecuted offences and there is are an


outstanding 10 offences awaiting court dates which will likely be
found guilty and increase the total number of offences to 44
successfully prosecuted offences.
• There are also 16 offences handled by verbal and written
warnings to date.

8.14 The Blue Badge Fraud Team had a success rate of 100% for
successful prosecutions against blue badge and companion badge
offences in year one and this 100% success continued into year two
until August 2010. The fantastic success rate of 100% exceeded the
cabinet’s expectations of achieving a success rate of 85% in year one
and 95% in year two.

Digital Radios

8.15 The specifications of the old radios used by CEOs were not adaptable
to new technology in the market. In order to provide an effective
service and accurately monitor the performance of CEOs it was
essential to use radios with GPS tracking facilities.

8.16 Live use of the new ‘Neo Nytro’ radios was adopted from 14th
September 2009. It is expected that there will be a positive impact on
the Parking Enforcement Contract in terms of street coverage and
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deployment of CEOs. This will also effectively monitor the safety of its
staff.

Car pound

8.17 The London Borough of Hackney has secured a site in Andrews Road
for the car pound the move will be taking place in May 2010.
Establishing a new base in the borough was considered to be more
cost-effective whilst bringing other operational and service benefits.
The IT infrastructure was newly installed and will, therefore, permit
better use of the Council’s existing resources including IT system and
telephone call monitoring. The lease of the new site will secure the car
pound site for 3-5 years.

Controlled Parking Zones (CPZ)

Review of CPZ D (North, Central, South)

8.18 In mid-2009 Parking Services successfully reviewed the Borough’s


largest parking Zone - Controlled Parking Zone D. Extending from
Downs Road in the North to Regents Canal in the South of the
borough. The zone is split into three separate ‘sub-zones’ with varying
operational hours. During the 8 week public consultation, all residents
and businesses were consulted on the design of the parking Zone,
including the different types of parking bays and the CPZ operational
hours. The design changes were later implemented in November 2009.

8.19 As part of this review, a displacement area was also consulted to


determine whether the zone can be extended to include additional
roads.

Extension of Zone J (Queensbridge)

8.20 Controlled Parking Zone (CPZ) J was introduced in 2003 with the first
extension following two years later in 2005. Following a preliminary
survey in 2006, which found a majority in favour of the London Fields
uncontrolled area joining the CPZ, the formal Stage 1 consultation was
conducted in spring 2008 and resulted in Council approval to
implement parking controls.

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8.21 Following an extensive consultation with the residents and businesses
in the area and support from local ward members, the Zone J
extension was implemented in September 2009.

8.22 As the main cause of parking stress in this area was due to incoming
business-related vehicles, either commuters or visitors to businesses in
adjacent Zone D, the implementation of parking restrictions through the
CPZ scheme has aided in reducing the levels of parking stress and has
improved the parking experience for local residents and business.

Extension of Zone N (Homerton)

8.23 Controlled Parking Zone (CPZ) N was implemented in May 2008 as a


result of previous public consultation and a technical assessment
indicating high levels of parking stress in the area. The latter also
showed that the streets immediately outside the new Zone N also
suffered a degree of parking stress, which was likely to increase after
the introduction of nearby parking controls.

8.24 A second technical assessment carried out in 2008 after the


implementation of Zone N indicated that, although parking stress in the
CPZ itself has reduced considerably, parking stress in the
displacement area beyond the boundary had increased. Parking
Services therefore re-consulted residents and businesses in this area
to provide them with a second opportunity to join the parking controls;
majority preference at street level, along with the need to create a
logical boundary, led to the identification of this new extension area.

8.25 In January 2009, Parking Services consulted the displacement area


outside of Controlled Parking Zone N (Homerton). The consultation
indicated majority support from local residents in several roads to the
north of the current CPZ. A second consultation took place with
affected residents in August 2009 about the design of new restrictions,
before controls were introduced in February 2010.

Match Day Scheme Review

8.26 Parking Services made a commitment to local residents and


businesses to carry out a 12 month review of the Match day parking
scheme. This took place in October 2009. During the review affected
residents and businesses covered by the additional match day controls
were consulted on the match day operating times and their general
satisfaction with the scheme so far. Several changes resulted from the
review, including the installation of new ‘telephone hotline’ signs for
easy access to match day fixtures, as well as the enforcement of other
‘events’ held at the Emirates Stadium, such as music concerts.
Installation of the ‘hotline signs’ is planned for July 2010.
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Parking Suspensions

8.27 New suspension charges were designed to minimise disruptions to


permit holders and visitors by discouraging long-term parking and
those parking in a high number of bays within in a single street, hence
restricting use of those bays to our residents or businesses. Tariffs
have been raised in CPZs with high volumes of permit holders and with
the greatest demand for parking suspensions.

Pay and Display

Fleet Replacement Programme

8.28 The Council has continued to modernise its fleet of pay and display
machines. During 2009/10 the last machines were removed from
mains power. All machines are now powered by solar power with
batteries used as back ups in the event of prolonged overcast weather.

8.29 36 machines now have the capacity to take payment via chip and pin
technology. These machines are located mostly in the south of the
borough nearer the city where parking tariffs are higher than elsewhere
in Hackney.

8.30 The Council now uses two different types of machines: Cale Briparc
and Parkeon. Older models such as the DG4 have now been phased
out through the Council’s fleet replacement program.

Pay and Display Tariffs

8.31 Pay and display tariffs remained frozen this year in response to the
needs of road users in the tough financial climate. Tariffs are reviewed
once a year. 2010/11 will be the second year prices will remain the
same in keeping with the Council’s promise of a two year freeze.

8.32 Minimised changes to pay and display tariffs ensure users are offered
a stable pricing plan and that the cost of machine reprogramming is
reduced. The Council’s previous ‘Pay and Display’ pricing review was
in 2001.

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New Policies & Schemes 2009/10

Health and Social Care Review

8.33 In August 2009 Hackney revised the permits for health and social care
providers, following consultation the previous autumn. The aim of the
review was to ensure that the permits for doctors and providers of
health and social care in the home were fit-for-purpose. The changes
include:

• The Essential Community Workers’ Permit was renamed as the


Health & Social Care permit (HaSC). The permit is only available to
organisations delivering health and social care in the community
and the new name better reflects its use.
• The annual price of the Doctor’s Permit was set at £200 to better
reflect the permissions offered by the permit.
• The annual price of the HaSC was increased to £120 to reflect
inflation since the permit was launched in 2004. The prices now
vary according to fuel type and engine size in accordance with
other Hackney permits. This helps to improve local air quality and
fight against climate change.
• The price of the HaSC voucher was set at £2.40 for three hours to
better represent the value of the parking privileges it offers.
• The HaSC was previously administered by the organisation using
the permit. Hackney’s Parking Services now review all applications
directly in order to restrict use to only workers meeting the eligibility
criteria.

Parking & Enforcement Plan Consultation

8.34 Hackney’s Parking and Enforcement Plan (PEP) guides how parking is
managed in the Borough, covering topics such as parking permits and
vouchers, consultation, disabled parking, controlled parking zones and
enforcement against inconsiderate and dangerous parking.

8.35 The first PEP, agreed in 2005 has elapsed and a new one has been
developed to set Hackney’s parking policies for the period 2010-2015.
The draft PEP has over 70 pages of information on Hackney’s parking
policies. Here is a summary.

Aims of the PEP

8.36 The key objectives of this new PEP are:

• Managing the demand for parking and prioritizing according to need


• Increasing the amount of people who park correctly

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• Maintaining traffic flow and road safety
• Supporting the delivery of the 2012 Olympic and Paralympic
Games
• Improving local air quality and reducing carbon dioxide emissions.

8.37 To help us develop our PEP, we have been looking at how other
councils manage similar parking issues. We have also been looking at
the feedback we’ve received during the lifespan of the current PEP.
Based on our findings, we want to:

• Expand our Blue Badge fraud work to tackle misuse of other


permits.
• No longer let motorists to drive away if they are caught breaking
parking rules. We will be issuing penalty charge notices (PCNs)
through the post.
• Publish our policy on when our officers might cancel a PCN that
you contest.
• Expand our CCTV operation. CCTV enforcement has proved
popular as it provides the evidence you need to decide whether to
pay for or appeal against a ticket.
• Make the Controlled Parking Zone (CPZ) consultation process
simpler and change how often we hold reviews. We want you to
have your say on changes and also do this in the most cost-
effective way.
• Publish a clear policy on suspending parking enforcement for major
religious festivals.

8.38 As well as new policies, the PEP proposes areas for us to review in the
period 2010-15. These are:

• How we link permit prices to vehicle emissions


• Expanding the use of Civil Enforcement Officers to tackle other
issues such as fly-tipping and graffiti
• The inclusion of car clubs in our priority list
• The 2012 Olympic and Paralympic Games: what measures will
need to put in place to support parking needs during and after the
Games
• Pricing and allocation of parking permits, vouchers and pay &
display and how this impacts on trade

8.39 You can find copies of the current and newly drafted PEP at
http://www.hackney.gov.uk/pep.

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Consultation Process

8.40 The consultation ran for eight weeks (from Friday 29 January to Friday
26 March 2010, although responses were accepted for a further week).
During this period residents, businesses and other key stakeholders
were asked to comment on the policies in the draft PEP.

8.41 Questionnaires – A short (A4, four-page) leaflet was produced,


containing a summary of the PEP and asking questions on the key
draft policies most likely to be of concern to the public. The
questionnaire could be returned via freepost return, or completed
online. A business supplement was included for non-residential
stakeholders. The questionnaire was available on the Hackney
Website, at 2 Hillman Street, and from the Hackney Contact Centre.

8.42 Consultation pack – On the first day of the consultation, councillors


and other key stakeholders were sent an electronic consultation pack
containing a copy of the draft PEP, a leaflet and a covering letter.
Where the stakeholder was likely to have specific interest in one or
more PEP policies, the covering letter was customised for them. The
pack was distributed at public events, available at receptions and
libraries, and posted on the Hackney website.

8.43 Public meetings and road shows –Parking Services attended the
following events to promote the consultation and answer questions:

• Road shows in town centres – Hackney, Shoreditch, Stoke


Newington and Dalston
• The Disability Backup Forum, 18 February;
• The Living in Hackney Scrutiny Commission, 10 February,
(http://mginternet.hackney.gov.uk/mgConvert2PDF.aspx?ID=697&T
=1); and
• The launch of the Hackney Enterprise Network, 17 February.

8.44 Local press – An advert was placed in the 08 February edition of


Hackney Today and press releases were sent to local papers, resulting
in articles being included in the Gazette and two Turkish community
newspapers.

8.45 Hackney website –The PEP page on the Hackney website


(http://www.hackney.gov.uk/pep) was used to describe the process,
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provide copies of the consultation documents, advertise public events
and encourage the reader to respond online. The front page of the
website was used to advertise the consultation, as was an issue of the
internal staff news bulletin.

8.46 Door-knocking – A contractor was procured to visit and obtain


feedback from 1,000 residential and business properties, randomly
selected from all wards in Hackney, in February and March 2010.

8.47 Market Visits – Market Inspectors and Project Officers made short
visits to markets to Ridley Road and Hoxton Markets, to consult on
whether there was a need to create a Markets Permit.

Overview of Improvements to Customer Services

8.48 We are continuously looking for ways to deliver services that is better
value for money to borough’s residents and visitors.

• We introduced a new parking system at the beginning of this


financial year. The new system is already providing online
services and we are exploring more options for expanding
Parking Services portfolio.

• Residents can now renew their resident’s permits via and


additional purchasing stream via the web. We also looking into
making visitor vouchers to be able to be purchased and
renewed online. That saves queuing time and customers can
do it at their own convenience.

• We are currently allowing customers to pay PCN online. We are


looking at the option to challenge PCN online.

• We introduced solar powered Pay and Display machines


replacing the pervious mains powered machines. Pay and
Display machines now provide more payment options accepting
debit and credit cards. Parking services are also exploring the
payment option via mobile phone.

• Car pound was relocated to inside Hackney and that gives not
only easy access for customers to reach via public transport
and it is within the London borough of Hackney.

• We are using the number plate recognition software to identify


vehicles without current tax and remove these vehicles to
overall make Hackney safer.

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• We are investing more in quality of their car parks. One recently
refurbished was in Bentley Road.

• The council has introduced a Blue Badge Fraud Team to tackle


a misuse of Blue badge.

• We are improving the consultation methods with local residents.


As a result of this highlighted the need and demand to extend
zones J and N.

• We are improving the methods that customers can apply for


suspensions. They are currently working on introducing
methods to apply online for suspensions. Complimenting the
existing methods of applying for one.

• New suspension sign was introduced in council as it makes


more clearer communications with motorists. See figure 8.1
below.

Old sign New Sign

Fig 8.1 – Suspension Signs,


2009/10

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9 What’s coming up in 2010/11

9.1 We are looking to continuously improve our services to you. In 2009/10


we have budgeted for the following changes:

Parking Enforcement Initiatives

Parking & Enforcement Plan (PEP)

9.2 Following on from the consultation in early 2010 (described in section


8), Hackney is in the process of revising its PEP for the period 2010-
15. The new PEP is due to be considered by Hackney’s Cabinet by
December 2010. The policies in the new PEP will then be rolled out
over the next five years.

9.3 You can find copies of the current and draft PEPs at
http://www.hackney.gov.uk/pep.

Shared Services

9.4 We are currently reviewing our Parking Service in Hackney to meet the
current and future financial challenges we all face and to provide the
quality services that our residents and businesses expect. We are
hoping to start joint working between authorities to improve ways of
working and reduce costs.

9.5 Some of the areas we are looking to explore include:

• Notice processing software and other specialist parking


IT systems
• Parking enforcement contracts
• Management of off- and on-street furniture
• CCTV
• Car pounds
• Cash collection.

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9.6 We will be setting up forums with neighbouring boroughs to discuss the
opportunities and see how we can produce a high quality, low cost
service.

Ambassadorial Role (PEC)

9.7 Parking Services is embarking on the procurements of a new Parking


Enforcement Contract (PEC) which will be warded in 2011. The PEC
will incorporate additional elements to help the Council deliver a wide
range of services more seamlessly. As part of developing the new
PEC, the council is conducting the Ambassadorial pilot scheme to
assess if the role Civil Enforcement Officers (CEOs) can be expanded
to act as additional eyes and ears for the Council. The scheme is part
of the Councils wider initiative to reduce anti social behaviour and
improve the street scene environment.

9.8 The scheme will promote cross departmental working allowing the
Council to be much more responsive and effective in dealing with
reporting and fixing street defects and coordinating action around anti
social behaviour. The pilot Scheme will coordinate work with a number
of our internal departments which Include:

• Parking & Markets/Street Trading


• Community Safety
• Street scene
• Environmental Enforcement and Pollution Control
• Licensing
• Waste Operations
• Waste Strategy and Recycling

9.9 The Pilot will test the adoption of ambassadorial elements in a discrete
area, for example all or part of a CPZ, for defined periods of time.
CEOs will be asked to separately record their observations from the
appropriate group of items but in every other way continue in their
duties as normal. The analysis will look at:

• The effectiveness of the reporting mechanisms


• How quickly observations are passed onto the appropriate
Council service/team
• Whether the Council is subsequently able to deliver the service
more effectively
• The impact on PCN issue rate
• The increase, or otherwise, in other services case load

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9.10 The Council is in the early stages of the pilot scheme. Initial feedback
indicates encouraging signs that CEOs are working effectively to
identify additional street defects, street hazards, graffiti and waste in
the borough. The information is being reported back to our colleagues
in the relevant departments to ensure that information is used to take
correction action on the ground swiftly. The Council will know if the
pilot scheme is a success towards the end of 2010. It is proposed that
all outcomes from the Ambassador Pilot will be presented to the
Council’s Seamless Public Realm Board. This body will be responsible
for recommending which ambassadorial elements are included in the
new PEC.

New Parking Enforcement Contract

9.11 The Parking Enforcement Contract is one of the Councils most


prominent contracts in terms of public visibility and magnitude and
fundamental to keeping traffic moving in Hackney and contributing to
making roads safe. Hackney PEC, which is now recommended as the
best practice by the British Parking Association, is a quality based
agreement and one of the first of its kind introduced in the UK. The
PEC is currently being managed in partnership with our enforcement
contractor, APCOA to maintain and continually drive high standards of
customer service delivery.

9.12 The current contract manages approximately 36 Civil Enforcement


Officers working on-street and on housing estates on any give day of
the week, a car pound facility and two mobile CCTV vehicles. The
existing PEC contract will expire in 2012.

9.13 The Council has commenced its procurement strategy to develop a


new and improved PEC for the future. The Council will use its past
experience, exploration and testing of the enforcement market and
best practices to identify building on the past successes of the
enforcement contact. The estimated value of the new PEC is valued to
be £39M over the next 10 years. This constitutes as one of the largest
single contracts within the Council.

9.14 The new PEC will still be focused on delivering a quality based service
and incorporate strong contract management agreements to
continuously drive service standards for the life of the contract. The
new PEC will incorporate additional elements to help the Council
deliver a wide range of services more seamlessly, such as reporting
street defects and hazards, graffiti and anti social behaviour and
dumping of illegal waste. CEOs will form a key part of the Councils
information gathering, promoting intelligence sharing and helping to
coordinate enforcement activities.

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Partners in Parking (PiP)

9.15 Partners in Parking (PiP), is a consortium established by London Local


Authorities and TfL in April 2007. PiP collaborates on a number of
strategic and procurement projects that affect the way Londoners and
city visitors pay for their parking. PiP procurements delivers value for
money savings to its partners in accordance with Gershon’s
recommendations. Our membership to PiP was approved in Oct 2007.

9.16 The current members are:

• Transport for London (TfL)


• City of Westminster
• LB Camden
• City of London
• LB Islington
• LB Lambeth
• RB Kensington & Chelsea
• LB Enfield
• LB Richmond
• LB Hackney
• Croydon
• Havering
• Tower Hamlets

9.17 We first became aware of PiP during the pay and display machines
procurement process. Following a comprehensive assessment it was
estimated that PiP membership would save the Council £42k annually
on machines alone. As well as achieving saving through the
economies of scale open to consortia, the PiP will also be able to
encourage suppliers continue to focus on delivering continual customer
service improvements. Parking Service therefore felt that PiP
membership would provide the Council with the opportunity to achieve
best value and to promote, share and jointly develop best practice.

9.18 In 2009 PiP members asked us to lead on the re-procurement of P&D


machine. We chose to take up this opportunity because of the
following benefits:

• Hackney gained a central role in the procurement, helping


ensure our interests are featured in the documentation
• An opportunity to network and build partnerships with other
London Local Authorities participating in the procurement and
PiP
• Raise the profile of the Borough as a significant PiP Partner

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• An opportunity to access funding from the PiP management
budget to cover our resource commitment
• Possible improved access to our machines supplier’s higher
echelons of management
• Opportunity to propose other consortia initiative – e.g. machine
installation services

9.19 PiP have also engaged in a number of initiative to help deliver a more
consistent parking service across London and particularly share ideas
about

• Tackling fraud & persistent evaders


• Policy harmonisation
• Disabled parking and blue badge use/abuse
• Working with bailiffs
• Managing parking enforcement contractors

9.20 Since joining PiP, we have taken part in the Work and Wellbeing
Study. We and our parking enforcement contractor both took part in
this study which we later part funded. The study looked at CEOs’
occupational health. We are also intending to look at the Stationery
contract in 2010. The Stationary Contract is primarily mail processing.

Customer Initiatives
Channel Migration

9.21 Over the past year, Parking Services has been developing a number of
initiatives designed to deliver improved access to services for our
customers. One such initiative has been the Channel Migration Project
which has been focused on delivering web based services for applying
for parking permits, resident visitor vouchers and submitting parking
representations.

9.22 The Council is scheduled to go live with a number of online services in


2010. By promoting online council service improvements, Hackney
hopes to encourage more residents to use our online, postal and
telephone services which provide a quick and efficient customer
experience. The new web services will also help Hackney achieve
efficiency savings, reduce avoidable contact, demonstrate value for
money, and meet the Central Government targets for local authorities
to ensure services which can be transacted electronically are available
online.

9.23 The resident permit online service was officially launched in late
February 2010. This web service offers customer the ability to apply for
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and renew their resident permits without visiting the cashier’s office.
From March to August 2010, over 1000 customers had used the online
services to purchase their resident permits, which accounted for 3.5%
of all permit applications. According to the feedbacks, 82.5% of the
customers found the online service easy to use, and 77% of the
customers believed this is a more convenient way of purchasing
resident permits.

9.24 Parking and Market Services is in the process of implementing two


other online services by winter 2010. This includes the features of
purchasing visitor vouchers online. Also customers will be able to pay
and appeal a penalty charge notice, and view photographs of their
contraventions via the web service. A review of the website will take
place in early 2011 to consider feedback from customers.

Multiple Car Households Initiative

9.25 In order to encourage families to reconsider their car use, a policy to


charge households with more than one car, more, was agreed in
January 2007. Although this scheme has environmental benefits by
reducing car use, the implementation of this policy has been delayed
until 2011 due to the economic downturn.

9.26 The surcharge for a household’s second vehicle will be set as 50% of
the standard residential permit price – which is £46 in 2010/11. The
charge will be cumulative (for example, it would apply twice to a
household’s third permit at an additional cost of £92) but for charging
purposes, permits for ‘green’ fuel and electric vehicles will not count
towards the household’s total. The surcharge will not depend on the
vehicle’s engine size.

9.27 The table 6.1 relates the price of a permit under this policy and ‘green’
charging, based on 2010/11 prices.

Engine Size Permits per household* (Charge in £)


Band (cc)
First Second Third Fourth Subsequent
“greenest”
0 vehicles 0 0 0 0 0
1a “greener” fuel 46 46 46 46 46
1b under 1200 46 92 138 184 230
2 1200 to 2000 92 138 184 230 276
3 2001 to 3000 138 184 230 276 322
4 3001 to 4000 184 230 276 322 368
5 4001 plus 230 276 322 368 414

Table 6.1: Multiple Car Households: permit prices including surcharges


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* Not including ‘‘greener’’ and electric vehicles. For example, if the first vehicle is a ‘green’ vehicle
then there will be no surcharge for the second permit.

Controlled Parking Zones Developments

Hackney Wick (Olympic area)

9.28 Preparation is underway for the consultation on a new CPZ in Hackney


Wick to help reduce the impact of the 2012 Olympic Games on local
residents. The Council has been working closely with the Olympic
Delivery Authority (ODA) to help ensure parking conditions are
carefully managed in the area leading up to and during the Olympic
Games. During the 6 week consultation, local residents and
businesses in the area will be asked for their views on the ‘in principle’
introduction of a CPZ as well as their views on the proposed design of
the CPZ - which would be introduced if supported by the majority of
residents. The consultation is planned to begin in mid July and will
close in late August 2010. The earliest parking controls could be
introduced, if supported, would be November 2010.

Further extension to Zone N (Homerton)

9.29 In response to the continued impact of displacement parking, Parking


Services have consulting several additional roads in the northern
reaches of the CPZ. The extension of the CPZ is planned to
commence in September 2010.

Zone F review (Hoxton)

9.30 As part of the ongoing CPZ review programme, affected stakeholders


in Controlled Parking Zone F (Hoxton) were consulted in April 2010 to
identify whether the restrictions were meeting their needs. Results of
the consultation are currently being analysed before being released to
the public in September 2010. Implementation of the CPZ design
changes are planned for November of the same year.

Extension of Zone D (Hackney Central)

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9.31 In conjunction with the review of Zone D which was held in 2009, local
residents and businesses in a wider ‘displacement’ area outside of the
zone were also consulted on the proposed introduction of parking
controls. As a result of this consultation, majority support was received
from local residents in several roads in the Hackney Central area.
Parking Services are currently consulting with affected residents about
the design of the new parking controls with implementation planned for
September 2010.

Pay and Display

Pay by Phone Trial

9.32 Having conducted an extensive investigation into the marketplace, the


Council intends to begin a trial of pay by phone technology in 2011.
Pay by Phone allows users of shared use bays and pay & display bays
to make transactions for parking provision without having to use a pay
and display machines. This permits a reduction in spending on new
pay and display machines whilst offering the customer more choice
and flexibility.

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10 Glossary

Terminology

PCN Parking Charge Notice


CPZ Controlled Parking Zone
TMA Traffic Management Act
HaSC Health & Social Care
ECS Essential Community Service
TFL Transport for London
APCOA Airport Parking Company Of America
PEP Parking & Enforcement Plan
SPUR Latest Data Management System used within Parking
Services
ELV End of Life Vehicle. They are a company that supply us with
trucks and drivers to remove vehicles to the car pound.
OPTEMS Olympic Park Transport Environmental Management Scheme
- Olympic funding body
BPA British Parking Association
CEO Civil Enforcement Officer
KPI Key Performance Indicator
BVR Best Value Review
PiP Partners in Parking
PEC Parking Enforcement Contract

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