Contents 1 2 Introduction by Cllr Feryal Demirci Introduction The Council’s Vision Parking: Overview Parking & Enforcement Plan (PEP

) The Parking Services Team Parking Services’ Partnerships 3 Overview: Our Products and Services What are Penalty Charge Notices? Common Permits Other Permit Schemes Parking Suspensions Parking Dispensations Pay and Display Payment Methods Challenges, Representations and Appeals 4 On-Street Controls and Car Parks Hackney Parking Enforcement Contract CCTV Removal of Vehicles Untaxed Vehicles Car Parks 5 Policy and Performance Appraisal Hackney’s Quality-Based Approach to Enforcement Parking Services’ Best Value Review (BVR) Enforcement Performance On-Street Maintenance Business Processing 6 Financial Data
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3 5 5 6 7 8 11 13 13 14 15 17 17 18 18 20 21 21 22 23 24 25 26 26 27 29 34 35 40


Parking Services: Balance sheet 2009/10 Breakdown of Income by Source Our Re-Investment Commitment 7 PCN General Statistics Parking PCNs Bus Lane and Moving Traffic PCNs Hackney compared with other Boroughs 8 Changes within Parking Services 2009/10 Enforcement Controlled Parking Zones (CPZ) Parking Suspensions Pay and Display New Policies & Schemes 2009/10 Aims of the PEP Overview of Improvements to Customer Services 9 What’s coming up in 2010/11 Parking Enforcement Initiatives Customer Initiatives Controlled Parking Zones Developments Pay and Display 10 Glossary

40 41 41 42 42 45 47 50 50 53 55 55 56 56 59 61 61 65 67 68 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 2.2 Our vision for a sustainable Hackney by 2018: “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. 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


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. 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)


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 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. 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. We work in conjunction with Hackney Homes to provide enforcement on some housing estates.
We aim to provide a service for all of the Borough’s residents,


2.13 2.14

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 • disabled resident parking • disabled parking (non residential) • resident parking • essential worker in the delivery of public service • registered carers • doctor parking • local business essential parking/servicing • short-stay shopper/visitor parking • long-stay shopper/visitor parking • long-stay commuter parking Vehicle Type • emergency vehicle • bicycle • Transport for London (TfL) bus • electric vehicle • public service vehicle • shared/pool car • delivery vehicle/lorry and van • taxi • powered two-wheeler • conventional private car (less polluting) • 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. 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. The team also manages CCTV operation. It monitors bus lanes and other parking contraventions through static cameras across the borough. 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 2.22

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


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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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?


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


Examples of contraventions

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



Area covered Local zone only Local zone only Local zone only Local zone only All zones, with extra permissions in local zone Local zone only All zones All zones

Standard price for annual permit £90 £800 £370


Number sold in 2009/10 19685 155 1097

Other ‘Green charging’ applies – see next section ‘Green charging’ applies ‘Green charging’ applies Over 60s and blue badge holders eligible for 50% discount for two books per calendar month Motorists with Blue Badges only ‘Green charging’ applies

Residential Business – zones A and B Business – other zones

12, 6, 3 months 12, 3 months 12, 3 months Book of 10, each giving typically half a day’s parking

Visitor voucher



Companion Badge* Doctor’s All-zone permit All-zone voucher (book of 10)

Free £200 £1,700 £225

12 months 12 months 12 months Book of 10, each giving a day’s parking

2017 36 697 22

*All figures except Companion badge will contain replacement permits Table 1.2: Permit types and prices for 2009/10


For a full list of permits were current offer, please visit our website at

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

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

3.7 3.8

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

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Parking Suspensions


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. 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


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. 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


Dispensations are most commonly used to enable parking in contravention for specific exemptions such as domestic removals, weddings and funerals, and building works. A parking dispensation is a waiver issued to authorise a vehicle to park for a set period of time. Upon receipt of sufficient proof, Hackney residents can obtain free Personal Dispensations for the following events:

3.18 3.19

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Dispensation Type Domestic Removals Weddings Funerals

Maximum Dispensations 2 Dispensations 2 Dispensations 10 Dispensations Table 1.4: Parking Dispensation type, 2009/10


For more information about parking suspensions or dispensations visit

Pay and Display


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

3.22 3.23

Payment Methods


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.

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). 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. For further information please visit



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4 On-Street Controls and Car Parks
Hackney Parking Enforcement Contract


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. 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. By adopting this contract we have found evidence to show that standards have improved. In the last year the team has succeeded in consistently: Reducing the number of PCNs cancelled due to CEO error to a level of less than 1.5% of overall tickets issued. 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. Providing photographic evidence with our PCNs so drivers can see why a PCN was issued. Adapting to the needs of local residents by changing the level of CEO coverage on streets to reflect the needs of the area. Assisting the DVLA in its fight against the use of untaxed vehicles by removing over 600 in the last year. Enforcing upon persistent evaders (people who consistently fail to pay for or appeal against multiple parking fines).




As a result of this high standard of service delivery people who live and work in the London Borough of Hackney can now expect: Fair and professional conduct from all CEOs. Quality evidence in relation to any alleged parking offences. A prompt service in the event of an emergency.
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Less road congestion and fewer obstructions, leading to safer roads.



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. 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. 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. 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. CCTV cameras can be found at the following locations:





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Mare Street / Narroway Reading Lane Well Street / Brooksbank Well Street / Terrace Road Ridley Road / St Marks Rise Graham Road Mare Street (Reading Lane) Mare Street (Wilton Way)

Mare Street (Ellingfort Road) Mare Street (Pemberton Road) Mare Street (Bocking Street) Lower Clapton Road (St Johns) Lower Clapton Road (Clapton Square)

Lea Bridge Road (Cornwaite) Falkirk Street Hoxton Street / Crondall Street Queensbridge Road / Dalston Lane Lower Clapton Road / Downs Road Mare Street / Sylvester Road

Dalston Lane / Graham Road Dalston Lane / Woodland Street Ball's Pond Road / Mildmay Park Graham Road Dalston Lane / Roseberry Place Kingsland Road / Ball's 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. 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). 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 Release fee from Clamp Release from car pound Storage charge (per day) Disposal fee

Charge NIL £200 £40 £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. 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. 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. 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 Amhurst Road E8 2BT Bentley Road N1 4BY Gillett Street N16 8JH Wilmer Place N16 0LY

Control hours Monday-Saturday 7am -11pm Monday-Saturday 7am-7pm Monday-Saturday 7am-7pm Monday-Saturday 7am-7pm

Spaces 25 spaces 109 spaces 31 spaces 32 spaces

Charges £1.20 each hour, £7.20 all day £1.20 each hour, £7.20 all day £1.20 each hour, 2 hour max. stay £1.20 per hour, £7.20 all day

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


The Council also manages three further off street car parks in the borough; • • • St. John’s Car Park Britannia Leisure Centre Kingshall Leisure Centre


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


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. 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%. 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. 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. 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. 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)


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. 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. 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. 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. The Service’s outputs were compared with the Parking Services of 16 other London Authorities through a programme of benchmarking. 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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5.11 5.12


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. 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 2008/09 2009/10

Apr 71.2% 68.5%

May 68.4% 69.2%

Jun 68.6% 67.9%

Jul 66.8% 68.0%

Aug 67.6% 69.5%

Sep 67.8% 67.9%

Oct Nov Dec Jan Feb 66.9% 65.2% 66.2% 63.6% 65.5% 65.8% 66.9% 66.8% 63.2% 63.5% Table 3.1 Performance Table - Recovery rate, 2008/09 – 2009/10

Mar 67.9% 62.8%


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

Recovery Rate


40.00% Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Month

2008/09 2009/10 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.
Volume 1020 743 626 536 385 297 292 278 262 260 Proportion 21.71% 15.81% 13.32% 11.41% 8.19% 6.32% 6.21% 5.92% 5.58% 5.53% ██████████ 1020 ███████ 743 ██████ 626 █████ 536 ████ 385 ███ 297 ███ 292 ██ 278 ██ 262 ██ 260

Reason Loading/Unloading Gesture of Goodwill Blue Badge First Appeal DVLA Make Mismatch CEO failed to see/ignored/miss-read valid exemption Response Exceeds 56 Days Veh has Legal Exemption in TMO Incorrect Contravention Code CEO recorded wrong info recorded on PCN Valid Voucher at Appeal

Table 3.2: Performance Table – Number of Cancellations by reason, 2009/10 Page 29 of 69



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.
Volume 984 734 558 554 405 321 257 253 231 218 Proportion 21.79% 16.26% 12.36% 12.27% 8.97% 7.11% 5.69% 5.60% 5.12% 4.83% ██████████ 984 ████████ 734 ██████ 558 ██████ 554 ████ 405 ███ 321 ██ 257 ██ 253 ██ 231 ██ 218

Reason Loading/Unloading Gesture of Goodwill DVLA Make Mismatch Blue Badge First Appeal CEO failed to see/ignored/miss-read valid exemption CEO recorded wrong info recorded on PCN Incorrect Contravention Code Veh has Legal Exemption in TMO Response Exceeds 56 Days Two PCN For Same Offence

Table 3.3: Performance Table – Number of Cancellations for PCNs issued in 2009/10 by reason, 2009/10


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% 80.00% 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


Actual Target

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. 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% 80.00% 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


Actual Target

Chart 1.3: Performance Chart- Implementation of Client Instructions, 2009/10

Month Completed Received

Apr 196 207

May 174 179

Jun 262 265

Jul 260 267

Aug 272 283

Sep 267 278

Oct 194 201

Nov 272 278

Dec 224 231

Jan 242 243

Feb 368 374

Mar 339 345

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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
400 350 300 250 200 150 100 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


Actual Expected Level

Chart 1.4: Performance Chart- Number of vehicles removed, 2009/10

Month Actual Expected Levels

Apr 287 252

May 283 306

Jun 273 246

Jul 267 233

Aug 317 306

Sep 258 326

Oct 308 298

Nov 301 340

Dec 231 275

Jan 234 254

Feb 266 286

Mar 265 320

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


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


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 Apr-09 May-09 Jun-09 Jul-09 Aug-09 Sep-09 Oct-09 Nov-09 Dec-09 Jan-10 Feb-10 Mar-10 YTD DVLA Authorised Removals 12 12 11 18 29 30 26 14 19 17 13 16 217 Table 3.6: Performance Table- Untaxed vehicles removed, 2009/10


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. 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. 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.



Works Completed

Repair time (days) for 2007 enforcement-affecting Pay & Display machine faults† Repair time (days) for 210 21 11.6 enforcement-affecting lining defects† Repair time (days) for 21 18.9 108 enforcement-affecting post defects† Repair time (days) for 331 5 4.9 enforcement-affecting sign defects† Response time (days) 5 7.5 59 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

Target Average Response Rate (days) 2

Actual Average Response Rate (days) 0.4


* 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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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
16000 14000 12000 Volume 10000 8000 6000 4000 2000 0 On street Bus Lane Car Park Estate Contravention Type Informal Rep Accepted Informal Rep

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


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
8000 7000 6000 Volume 5000 4000 3000 2000 1000 0 On street Bus Lane Moving Traffic Contravention Type Car Park Estate Formal Rep Accepted Formal Rep

Chart 1.8: Performance Chart- Formal Representation Vs Acceptances, 2009/10

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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 street Bus Lane 213 11.60% 12 5.63% 100 5.45% 51 51.00% 313 17.05% 63 20.13% 1846 16.96% 280 15.17% 1846 16.96% 280 15.17% Moving Traffic Car Park 402 18.42% 173 43.03% 162 7.42% 48 29.63% 564 25.85% 221 39.18% Estate 1576 22.46% 485 30.77% 625 8.91% 171 27.36% 2201 31.36% 656 29.80% Total 17311 17.99% 5916 34.17% 10162 10.56% 2613 25.71% 27473 28.54% 8529 31.05%


Level/Quantity Level/Quantity Rate Acceptance Level Acceptance Level Rate

15120 24.24% 5246 34.70% 7429 11.91% 2063 27.77% 22549 36.16% 7309 32.41%


Level/Quantity Level/Quantity Rate Acceptance Level Acceptance Level Rate


Level/Quantity Level/Quantity Rate Acceptance Level Acceptance Level Rate

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


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. 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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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 Formal Representation 35.05 (days) 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 Allowed (Lost by Hackney) Rank in London All London Authorities In Hackney Appeals Refused Appeals Allowed Number Out of Year

% of PCN going to Appeal LB Hackney

Bus Lanes

2006/07 2007/08 2008/09 2009/10 2006/07 2007/08 2008/09 2009/10 2006/07 2007/08 2008/09 2009/10

1977 1717 1814 654 30 25 13 3 1 175 137 121

318 422 646 297 9 4 16 3 0 121 76 77

86% 83% 75% 69% 77% 86% 45% 50% 100% 59% 64% 61%

68% 72% 73% 63% 46% 49% 59% 40% 57% 49% 65% 66%

31 32 28 27 32 24 8 9 17 10 10 10

34 34 34 34

26 28 27 18 18 23 23

1.3 1.8 1.9 1.41 0.05 0.05 0.07 0.01 0.01 0.1 0.1 0.21


Moving Traffic

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


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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London 0.99 1.11 1 1.10 0.43 0.3 2 0.03 0.84 1.18 2 0.12


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%. 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. 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. 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. 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%. 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. 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 Subtotal Total £ £ Expenditure Employee Costs Premises costs Transport Costs Supplies and Services Contribution to reserve Contracts Recharges Income PCNs & Bailiffs Pay and Display Permits Suspensions Others Total Income Deficit/(Surplus ) (6,321,577) (2,807,512) (3,316,940) (388,390) (546,988) (6,449,484) (2,739,955) (2,857,106) (494,623) (13,381,409) 3,478 (12,541,168) (725,124) 4,248,475 43,487 73,395 567,710 621,442 5,578,203 2,252,173 2008 - 2009 Subtotal Total £ £ 3,536,982 12,039 53,004 615,704


5,398,068 2,200,247



Fig 2.1: Parking Services Balance sheet, 2009/10


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

Table 4.1: Income stream breakdown, 2009/10


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


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). 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 Street Lighting Gully Cleansing Parking Revenue account expenditure Blue badge PMIS (Parking Management Information system) 192,096 216,040 213,306 121,453 81,006 101,283 925,184
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7 PCN General Statistics
Parking PCNs


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 PCNs 62470 21046 54904 45626 On street (CEOs & CCTV Parking) 56007 18309 49788 41541 Off street CCTV Parking

Number of higher level PCNs issued Number of lower level PCNs issued Number of PCNs paid Number of PCNs paid at discount rate

6463 2737 5116 4085

(11233) (165) (7030) (6073)

Table 5.1: Parking PCN Statistics- issue and payment rate, 2009/10


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. 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


Higher level PCNs issued Low er level PCNs issued


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


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

Full rate Dis count rate 17%

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

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Total PCNs 25389 1883 8247 263 229

Number of PCNs against which an informal or formal representation was made Number of PCNs that went to the adjudicator Number of PCNs cancelled as a result of an informal or a formal representation Number of PCNs cancelled as a result of adjudicator’s decision Number of PCNs written off for other reasons (e.g. CEO error or driver untraceable) Number of vehicles immobilised* Number of vehicles removed

On street (CEOs & CCTV Parking) 22702 1671 7372 236 207

Off street

CCTV Parking

2687 212 875 27 22


(371) (636)

(37) (304)



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.


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


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 10886 n/a 7935 6901

Number of higher level PCNs issued Number of lower level PCNs issued Number of PCNs paid Number of PCNs paid at discount rate

1836 n/a 1216 1082

Table 5.3: Moving Traffic PCN Statistics- issue and payment rate, 2009/10


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


CCTV Bus Lane CCTV Moving Traffic


Chart 2.3: Moving Traffic PCN Statistics- CCTV Related PCNs with analysis, 2009/10


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

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


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 1787

Number of PCNs against which an informal or formal representation was made Number of PCNs that went to the adjudicator Number of PCNs cancelled as a result of an informal or a formal representation Number of PCNs cancelled as a result of adjudicator’s decision Number of PCNs written off for other reasons (e.g. CEO error or driver untraceable)

312 23 65 2 14

267 281

28 70

Table 5.4: Moving Traffic PCN Statistics- Representation and cancellation, 2009/10


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


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. The table below shows that there is a falling trend for the number of PCNs issued from 2008/9-2009/10.
Higher level parking PCNs Lower level parking PCNs Total Parking PCNs Bus lane PCNs Moving Traffic PCNs 2009/10 Total PCNs 2008/9 Total PCNs Variance


Hackney Haringey Islington Southwark Tower Hamlets

62,478 134,294 127,775 84,558 63,073

21,045 27,293 51,114 23,293 19,726

83,523 161,587 178,889 107,851 82,799

1,836 8,029 4,323 521 4,892

10,886 13,182 59,799 13,352 3,536

96,245 182,798 243,011 121,724 91,227

112,729 191,406 249,011 131,743 90,042

-16,484 -8,608 -6,000 -10,019 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
Hackney Haringey Islington Southwark Tower Hamlets 2009/10 96,245 182,798 243,011 121,724 91,227 2008/9 112,729 191,406 249,011 131,743 90,042 2007/8 122,594 198,247 283,919 144,224 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 PCNs Issued 250,000 200,000 150,000 100,000 50,000 0 Hackney Haringey Islington London Boroughs Southwark Tower Hamlets 2009/10 2008/9 2007/8

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


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
Hackney Haringey Islington Southwark Tower Hamlets 2009/10 10,886 13,182 59,799 13,352 3,536 2008/9 9,893 13,362 44,044 11,118 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 50,000 40,000 30,000 20,000 10,000 0 Hackney Haringey Islington London Boroughs Southwark Tower Hamlets

PCNs Issued

2009/10 2008/9

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

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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. 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
Hackney Haringey Islington Southwark Tower Hamlets 2009/10 1,836 8,029 4,323 521 4,892 2008/9 2,353 7,562 6,813 271 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 PCNs Issued 8,000 6,000 4,000 2,000 0 Hackney Haringey Islington London Boroughs Southwark Tower Hamlets 2009/10 2008/9

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


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. 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.

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. 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. 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. 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. 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. 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. 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.


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. 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. 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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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. 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)



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. 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. 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




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


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. 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. 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. 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. 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.


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 costeffective way. Publish a clear policy on suspending parking enforcement for major religious festivals.


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


You can find copies of the current and newly drafted PEP at

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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.


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.


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.


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, ( =1); and The launch of the Hackney Enterprise Network, 17 February.


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. Hackney website –The PEP page on the Hackney website ( 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. 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


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 201015. 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. You can find copies of the current and draft PEPs at


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. 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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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)


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. 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



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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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


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. 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. 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. 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. The current members are: • • • • • • • • • • • • • 9.17 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


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. 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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• • • 9.19

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

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


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




Engine Size (cc) First 0 1a 1b 2 3 4 5 “greenest” vehicles “greener” fuel under 1200 1200 to 2000 2001 to 3000 3001 to 4000 4001 plus

Permits per household* (Charge in £) Second 0 46 46 92 138 184 230 0 46 92 138 184 230 276 Third 0 46 138 184 230 276 322 Fourth 0 46 184 230 276 322 368 Subsequent 0 46 230 276 322 368 414

Table 6.1: Multiple Car Households: permit prices including surcharges Page 66 of 69


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

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