lb hackney annual report 200910

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of 69 Annual-Report-200910

Contents

3

5

ision 5

6

7

The Parking Services Team 8

ur Products and Services 13 harge Notices? 13

mes 15

17

17

Pay and Display 18

20

trols and Car Parks 21

ng Enforcement Contract 21

22

23

24

rmance Appraisal 26

-Based Approach to Enforcement 26

es’ Best Value Review (BVR) 27

Enforcement Performance 29

On-Street Maintenance 34

35

6 Financial Data 40

1 Introduction by Cllr Feryal Demirci

2 Introduction

The Council’s V

Parking: Overview

Parking & Enforcement Plan (PEP)

Parking Services’ Partnerships 11

3 Overview: OWhat are Penalty C

Common Permits 14

Other Permit Sche

Parking Suspensions

Parking Dispensations

Payment Methods 18

Challenges, Representations and Appeals

4 On-Street Con

Hackney Parki

CCTV

Removal of Vehicles

Untaxed Vehicles

Car Parks 25

5 Policy and Perfo

Hackney’s Quality

Parking Servic

Business Processing




Parking Services: Balance s heet 2009/10 40

urce 41

ment 41

eral Statistics 42

42

45

47

50

50

rking Zones (CPZ) 53

55

lay 55

56

56

to Customer Services 59

61

cement Initiatives 61

65

Controlled Parking Zones Developments 67

Pay and Display 68

10 Glossary 69

Breakdown of Income by So

Our Re-Investment Commit

7 PCN Gen

Parking PCNs

Bus Lane and Moving Traffic PCNs

Hackney compared with other Boroughs

8 Changes within Parking Services 2009/10

Enforcement

Controlled Pa

Parking Suspensions

Pay and Disp

New Policies & Schemes 2009/10

Aims of the PEP

Overview of Improvements

9 What’s coming up in 2010/11

Parking Enfor

Customer Initiatives




1 Introduction by Cllr Feryal Demirci

I am pleased to introduce Hackney’s Annual Parking Service’s Repo2009/10. This is my first year as Lead Member for Neighbourhooforward to being part of an exciting team that helps make Hackney’s roads

rt for ds and I look

safer, cleaner and greener for all residents, businesses and visitors to the

cil as an response

onsolidated andm glad to say that this has taken place without affecting

to deliver high quality services. Here are some of theachievements in 2009/10:

helpedwe

renew and purchase resident permits online. From 2010/11 residents andble to apply, renew and purchase visitor vouchers as well as

resident permits. We are also looking at allowing PCNs to be paid and

of our oldones. We

started this process in 2008 when we purchased and installed 148 pay andines. This was done in partnership with other councils to help

laynergy

ons.

Fraud Team toty access

across the borough for those who genuinely have a need for the allocateddisabled 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

borough.

Last year saw many changes within Parking Services and the Counwhole. You may have heard a lot about cuts in the public sector – iParking Services went through a restructure which has cstreamlined teams. I’

their ability

Service First

In 2009/10 Parking Services procured a new IT system which hasmake it possible for us to provide online services. In February 2010launched the Resident permit online module which allowed users to apply for,

visitors will be a

challenged using the internet.

Greener Hackney

In our efforts to promote a greener Hackney we have replaced allmains powered pay and display machines with solar powered

display machachieve savings. In 2009/10 we replaced a further 278 pay and dispmachines. The new fleet will significantly reduce the main electrical e

usage of 166,000KWh per year and as a result reduce CO2 emissi Safer Hackney

In our bid to make Hackney safer we introduced a Blue Badgetackle blue badge misuse. We also wanted to help improve mobili




disc. These vehicles are far more likely than average to be uninsured and notroadworthy, so removing them makes Hackney safer.

onse. Weve toas helped

es J and Nulted you on a

new Parking & Enforcement Plan which included a number of your ths of

back and striveto provide good quality services to you. We will never stop trying to promote aSafer, Cleaner and Greener Hackney by looking at innovative means thatoffer value for money for Hackney’s residents, businesses and visitors.

Involving the Borough in what we do

We have listened to your feedback and changed our services in resphave moved our car pound into Hackney so that motorists do not hatravel into another borough to retrieve their vehicle. Your feedback hus review zone D. We have expanded controlled parking in zonwhere there has been need and demand. In early 2010 we consdraftsuggestions, (for example creating visitor vouchers for different lengtime).

We will endeavour to continue to listen to your views and feed




2 Introduction

The Council’s Vision

Making Hackney a Better Place

a vibrantcreative

ods, andconomic

rough willever their d health

ing from hostingthe 2012 Olympic olitan partof London with safe, strong and cohesive communities, we will have a

ness, citizenship, and social responsibility.”

8 – 2018:5)

2.3 set specific priorities for the Council for the next four ving these priorities.

Improving services and increasing opportunities for all

ife chances of the most disadvantaged

ecent homes

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

Mayor’s Priority 3

Providing effective community leadership and consulting with the wholeborough in what we do.

2.1 Our vision for a sustainable Hackney by 2018:

2.2 “To be recognised as an inspirational working borough that ispart of this world famous city renowned for its innovative andeconomy. A place that values the diversity of its neighbourhomakes the most of their links across the globe to enrich the eand social life of everyone who lives in the borough. The booffer greater opportunity and prosperity for everyone whatbackground, and narrow economic, environmental aninequality. We will also have secured the benefits aris

and Paralympics Games. A green, cosmop

shared sense of fair

(Cited in Sustainable Community Strategy 200

The Mayor’s Priorities

The Mayor hasyears. Everything we do contribute towards achie

Our Priorities and Values


•

• Raising the l

• A Safer, Cleaner, Greener Hackney

•

Children and Young People• Affordable, d


2.5




Parking: Overview

ought theuthoritiessought toquantity;parking

tting outr the law.

e which makesrecommendations on how councils should enforce parking regulations.

2.7 parking enforcement to:

• Encourage compliance with the law

Be transparent, accountable and well-communicated; and

nnot useshould aim for the

hile stillncils witho reduce

issue.

2.9 Section 55 of the Road Traffic Regulation Act 1984 (as amended)ew items on which surplus parking revenue can be spent.

ss which

Our Vision

2.10 “As a service we need to be moving forward with a cohesive approachto improve the service both internally and externally.”

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

Traffic Management Act (TMA) 2004

2.6 The TMA 2004 which came into force on 31 March 2008 br biggest set of changes to the parking industry since local awere passed responsibility for parking enforcement. The Actfocus parking enforcement operations on quality rather thanand to increase public confidence through fair charging of fines. The Government has produced statutory guidance serecommendations and what local authorities must do unde

They have also produced operational guidanc

Under the TMA, Hackney aims for its

• Be fair and proportionate

•

• Support traffic management objectives

Finance

2.8 As stated clearly in the guidance to the TMA councils caparking as a revenue-generating tool. Theymaximum level of compliance with parking regulations wmaintaining a self-funding parking operation. This directs coua parking surplus to encourage motorists to park legally and sthe number of Penalty Charge Notices (PCNs) they

specifies the f The list includes road maintenance and the Freedom Pa

provides free transport for disabled people and the over-60s.





nched infted a

rly 2010.il or

2.11 Hackney’s first Parking and Enforcement Plan (PEP) was lau2005 to detail Hackney’s parking policies until 2010. Hackney dranew PEP for the period 2010-15 and consulted on it in eaPlease see section 8e for more detahttp://www.hackney.gov.uk/pep for the most current and draThe PEP provides a policy framework for effectivemanagement within the Borough and sup

ft PEPs.parking

ports strategic objectives for t, social

hway. Ton enforceBorough

roximately 560 km of lines and 438for use in

kers,

rcement

2.14 We aim to provide a service for all of the Borough’s residents,ors according to eac need. Parking

ierarchy ” which provides a basiservice to prioritise par ing permits.

Fig 1.1 – Draft Hierarchy Type Priority (Draft PEP 2010-2015)

integrated land use and transport planning, environmeninclusion, economic prosperity and regeneration.

2.12 Parking restrictions are shown by signs and lines on the higact against dangerous and inconsiderate parking Hackney caagainst motorists who don’t follow the rules. Just over half theis covered by CPZs comprising appP&D machines. A range of permits and vouchers are offeredCPZs as well as specific products for health and social wor doctors, disabled residents and motorists.

2.13 We work in conjunction with Hackney Homes to provide enfoon some housing estates.

businesses and visit h group’sing Needservices adopts a “H of Park

for the s king space and price park

Road User• disabled resident parking

ery of publ

• registered carers• doctor parking• local business essential parking/servicing• short-stay shopper/visitor parking• long-stay shopper/visitor parking• long-stay commuter parking

• disabled parking (non residential)• resident parking

deliv• essential worker in the

service

ic

Vehicle Type

bus

n• taxi• powered two-wheeler • conventional private car (less polluting)• conventional private car (more polluting)

• emergency vehicle• bicycle• Transport for London (TfL)• electric vehicle

• public service vehicle• shared/pool car • delivery vehicle/lorry and va

http://www.hackney.gov.uk/pep

http://www.hackney.gov.uk/pep




The Parking Services Team

vices employs around 90 staff. It is made up of the

following areas:

e Parkingprovides a vital service that ensures the financial

hallengingd Penalty Charge Notices (PCNs)

ytorists that are heard by the independent adjudicator (Parking

all monies associated with issued

Manage service’s printing contracts

d control all parking permits

s ParkingAmerica

a quality based contract which means that the Civil

ways to

emeasures used to support other

V operation. It monitors bus lanes andother parking contraventions through static cameras across theborough.

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

2.15 Parking Ser

Business Processing Team

2.16 The Business Processing Team (BPT) is the largest of thServices sections. Itviability of the parking enforcement operation as well as delivering frontline services to the public.

2.17 BPT performs the following tasks:

• Determines if representations received are justified for cthe validity of the issue

• Produce evidence packs required for the appeals lodged bmoand Traffic Appeals Service)

• Manage the recovery of debt fromPCNs

Manage the Council’s Bailiff contractors•

•

• Administer an

• Reconcile and bank all parking income

Contract Services

2.18 This team is responsible for the management of Hackney’Enforcement Contract with Airport Parking Company of (APCOA). This isEnforcement Officers (CEOs) are not paid bonuses based on theamount of tickets they issue. The team is constantly looking for

improve both performance as part of the contractual Key PerformancIndicators (KPIs) and performanceparking related work.

2.19 The team also manages CCT




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

scheme.

y’s localand reduce the

y.

ntract for . The team ensures the smooth running of the operation and

inspectedtly within 24 hours. It also works closely with the Driver and

Vehicle Licensing Agency (DVLA) to remove untaxed vehicles from the

tion andhe team

administered and maintained in linetment for ns (2002)

g Zoness

2.27 Within these CPZs the Operations Team manages and maintainsbays and

review of all

controls

• 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, signpostsand lining.

• Managing and maintaining a pay and display service, which has anassociated average budget of £2.8 million per annum; this includes

2.22 Contract Services also manages and enforces the Match day

This scheme aims to prioritise parking space for Hackneresidents and businesses on Arsenal home match daysparking problems currently experienced by the local communit

2.23 London Borough of Camden provides the Cash Collection CoHackneythat all monies are collected and banked in line with proscribedguidelines.

2.24 The team ensures that all reports of abandoned vehicles arepromp

borough.

Parking Operations

2.25 Parking Operations is responsible for the design, implementamaintenance of parking restrictions across the borough. Tensures that parking controls arewith the Traffic Management Act (2004) and the Depar Transport Traffic Signs and Regulations and General Directio

guidance.

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

around 437 pay and display machines, 20,800 parking259,000 metres of lining restrictions.

The team is responsible for:

• The proposal, consultation, design, implementation andControlled Parking Zones.

• Compiling Traffic Management Orders to regulate parkingthroughout the Borough.




machines capable of taking payment by card and may soon include

ssential worksents such as domestic removals to occur within

o providetes. The

iver a seamless parkingservice on street as well as off street and to remove clamping as a

s includeth visitor s, better

hicles and a reduction in unauthoriseds a safer

has an53 estates. This

includedon the

kney Homes will continue to

work closely to deliver a seamless service for estate owned off-streetill be expanded in 2010 /1 1 toubject to a full consultation

e risk,sible for

s cutting

ve whenten meetking any

policy changes. All parking policies including the Council’s Parking andEnforcement Plan (PEP) are developed by this team.

4 Hackney has issued an average of 120,000 tickets a year over the last4 years. These tickets are managed by our parking system which also

enables us to process appeals, issue permits, cancel cases and

pay by phone technology. • The provision of parking bay suspensions to allow e

and other ev

controlled areas 2.28 Operations also work in partnership with Hackney Homes t

parking facilities to residents living on Hackney Homes’ estaaim of the Housing Estates project is to del

means of enforcement on estates within the Borough.

2.29 The agreement currently benefits 16,000 households. Benefit- more parking available to permit holders and those wivouchers, improved estate access for emergency service

control over abandoned vevehicles on the estates. The presence of CEOs also createenvironment for residents.

2.30 Our Service Level Agreement (SLA) with Hackney Homesannual value of £349k. In 2009/10 we managednumber will continue to grow per annum as more estates arein the scheme. 20 proposed estates were consultedimplementation of enforcement schemes throughout 2009/10.

2.31 Looking ahead, Parking Services and Hac

car parks. The scope of the SLA winclude an additional 17 estates. Sadditional 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 managperformance and centralised projects. The team is respon

formulating policy and implementing policy related and crosprojects.

2.33 We recognise that community engagement is imperatideveloping any new policies or schemes. Therefore, we of with the public and our organisational stakeholders prior to ma

2.3




manage the workflow within the service. This system is managed bythe IT Development section of this team.

rvice we

d quality

ave alsoagement

, forms and policies are held.This enables parking to retain its ISO standards whilst providing staff

element jectives.

ce reports, risk logs and other

and to

complaints and Members’ enquiries areil’s complaints framework. We take

ived from all of our customers very seriously and use theinformation to improve our services.

nt of allets. They

administrative support to allParking and Markets teams. The Senior Support team are efficient,

y continually strive to introduce ande ways of working to enhance services

agenciese NHS,

nsport for London (TfL), the Metropolitan Police,APCOA (the parking and enforcement contractor), Partnerships in

orities and TfL),bailiffs and Civica and Spur (Hackney’s notice processing systemsproviders). In accordance with the PEP, Parking Services continues toengage with stakeholders and members through policy and CPZconsultations and forums.

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

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

recognise the importance of high quality staff in delivering goocustomer service. We provide our staff with a comprehensive trainingprogramme which is set out on an annual basis. We hdeveloped Parking’s eQMS (Hackney’s Electronic Quality ManSystem), where all parking processes

with the support to make informed decisions.

2.36 Managing the services’ risks and performance is an importantas it encourages us to strive towards meeting the Council’s obWithin this team we use performan

associated documents to drive service improvementscommunicate progress to our stakeholders.

2.37 The team also ensures publicdealt with through the Councfeedback rece

Senior Support

2.38 The Senior Support Team is responsible for the managemeinvoicing and order management within Parking and Markprovide comprehensive organisational and

effective and dedicated. Thecontribute to new and innovativprovided by the Parking and Markets Service area.

Parking Services’ Partnerships

2.39 The Service works in partnership with a number of externaland suppliers. In 2009/10 this most notably included thDisability Backup, Tra

Parking (PIP: a consortium of 12 other local auth




3 Overview: Our Products and Services

What are Penalty Charge Notices?

ntravened traffic

Borough. Penalty Charge Notices (PCNs) mustsure the

t into twontion. Of is set in

‘Band A’. This was agreed by London Councils as the standardisedfor inner Lo ghs to use; Hackney does not set its own

The tab mmarises the N.

3.1 These are the parking fines issued to motorists who conational and local laws or policies governing parking ancontraventions in thebe issued to protect the rights of other road users and ensafety of all in the Borough.

3.2 Since 1 July 2007 all PCNs issued in London have been splirates, so that the level of charge reflects the type of contravethe three bands of charges that can apply to London, Hackney

ratecharges.

ndon boroule below su levels of PC

Type ofContravention

More serious Less serious

Full amou 0nt £120 £8

*DiscoAmount

£40unted

£60

Examples of contraventio s

h.

yellowlines

• Parking ibay/spabay/

•

Stopped in a n• Illegal use of a bus lane

xpiry of pay

e sameing place within the

prescribed time

• Not parked correctly within themarkings of the bay or space

ay with ann

• Parking in a bay withoute m t

• Parking after the eand display ticketdisplaying a vali

• Parking in a disablwithout displaying

d p r i

ed bayt e

• Re-parked within thpark

appropriate permit

le• Parking on doub

n a suspended • Parked in a permit bce or pa

spacertially in a expired permit

box junctio

*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




Common Permits

se needs

e in thel London

near the City. To help balance needs different parking bays are

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

3.3 The Council issues various types of permits to meet the diver

of road users and efficiently manage the limited kerb spacBorough. Due to the Borough’s close proximity to Centrathere is a high demand for parking which outstrips supply, especially

designated for different permit types.

PermitAreacovered

Standardprice for

annual permit

DurationNumbersold in2009/10

Other

ResidentialLocal zone

£90 12, 6, 3 monthsen charging’lies – see nextion

only19685 app

sect

‘Gre

Business –zones A and B

Local zoneonly

£800n charging’

pplies12, 3 months 155

‘Greea

Business – ozones

th zoneonly

£37 monreen charging’

ser Local

0 12, 3 ths 1097‘Gapplie

Visitor voucherl zone

£9.0

Book of 10,each giving

pically ha

day’s parking

60s and bluers

e for 50%discount for two

books per calendar nth

Locaonly

0ty lf a

95083

badge holdeeligibl

Over

mo

CompanionBadge*

All zones,extrassionsal zone

Free 12 months 2017

Motorists with BlueBadges onlywith

permiin loc

Doctor’sLocal zoneonly

£200 12 onths 36‘Green charging’applies

m

All-zone permitAll zones £1,700 12 months 697

All-zone voucherAll zones £225

Book of 10,each giving a 22

(book of 10)day’s parking

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

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




Green Charging

e engineeet our

work in.igned

ver time,applies to

residents, businesses, doctors and health & social care permits. The

3.6 Since July 2007, Hackney has priced permits according to thsize and fuel type of the vehicle. This enables us to m

commitment to improve the environment you live andCharging linked to the level of pollution emitted by vehicles is desto encourage motorists to re-consider their car use and, omove to a less polluting form of transport. The same model

annual prices for the most common permits are as follows:

Band Engine Size (cc) ResidentialPermit(2009/10)

StandardBusiness Permit(2009/10)

0 st” vehicles £0 £0“greene

1a r” fuel £45 £185“greene

1b 00 £45 £185under 12

2 to 2000 £90 £3701200

3 2001 to 3000 £135 £555

4 3001 to 4000 £180 £740

5 4001 plus £225 £925

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

sions ased before

eans the required information is not listed invehicle log books (the V5C document) which enables us to charge on

ricingbecomes appropriate to assess the vehicles in

Hackney on emissions.

mit Schemes

ithin the

Blue Badges

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

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

3.8 Permit prices depend on engine size rather than carbon emisthe majority of vehicles in Hackney were found to be register March 2001. This m

this basis. In the future, we would seek to introduce a new pmodel, if and when it

Other Per

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

3.9




three hours where there are no loading restrictions as long anot cause a

s it doesn obstruction. In Hackney, the Blue Badge is issued by the

meet theor carers

ehicle when they are driving thenamed badge holder.

heme for to have

e Badge

the permit is vehicle specific. We currently have 2017 Companionrom 2008/9.

ers)

time on the road visiting the community, working in medical or socialnd working for a specifically named institution. These include

can be used in registered Doctor’s bays outsidesurgeries. This parking provision enables doctors to park close to their

ars - they differ from traditional vehicle hire in that the cars are collected from localbays, and hire durations can be as short as 30 minutes. The Car Cluboperator, Streetcar, is allocated specific bays and permits for itsvehicles.

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

Mobility Team.

3.10 Blue Badges can only be issued to disabled people whoeligibility criteria, not for relatives or carers. Friends, relativesmay only use the permit in their v

Companion Badge

3.11 The Council operates its own free ‘Companion Badge’ scHackney Blue Badge holders. The scheme allows holdersaccess to more parking places in Hackney than with the Blu

and discourages thieves from breaking into vehicles for the badge, as

Badge holders in Hackney. This is an increase of 59.7% f

Health and Social Care (formerly known as Essential WorkPermit

3.12 These permits are issued to applicants spending at least 30% of their

care a

Homerton Hospital, NHS primary care and mental health trusts.

Doctors

These permits

surgeries so they can respond to emergencies.

Car Club Permits

Car Clubs are a convenient way for motorists to hire c




Parking Suspensions

3.13 Parking suspensions are used to clear or reserve parking bayControlled Parking Zone. A suspension will temporarily prohibof the suspended bay(s) by anyone other than th

s within ait the use

e individual or t.

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

e of the reasons provided when we receive an application

ork (gas, water or electricity)tion / Engineering / Vehicles access

• Filming

n streetrepaired

3.16 It is the Council’s priority to protect our residents from commuter parking and displacement parking wherever possible. We endeavor to

only when it is required to carry out essentialworks in order to provide services to the community.

mmonly used to enable parking inemovals,

s.

3.18 A parking dispensation is a waiver issued to authorise a vehicle to parkfor a set period of time.

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

organisation that has made the suspension application reques

posts situated as close to the suspended location as possible

Here are somrequest to suspensed parking bays:

• Removals• Statutory utilities w• Construc

• Highway improvements• Local events

3.15 The borough’s suspensions will soon fall under the remit of theenforcement contractor. It is hoped that with their large opresence, they will ensure damaged or vandalized signs arein a prompt and effective fashion.

suspend parking bays

Parking Dispensations

3.17 Dispensations are most cocontravention for specific exemptions such as domestic r weddings and funerals, and building work




Dispensation Type Maximum Dispensations

Domestic Removals sations2 Dispen

Weddings 2 onsDispensatiFunerals 10 Dispensations

Table 1.4: Parking Dispensation type, 2009/10

3.20 For more information about parking suspensions or dispensations visithttp://www.hackney.gov.uk/ek-suspensions-dispensations.htm

Pay and Display

or a shortsinesses and friends and use public

g pay &th various

competing on-street parking demands.

pricesspaces.

ngths of es were

highesteed is

the greatest. Where demand for short-stay parking is high (for example, around busy shopping areas and public buildings), the pricing

maximum length of stay are set to encourage rapid, the Council helps support local

businesses.

ds

3.24 There are a number of payment methods available to pay PCNs,removal charges and permits. Below are some of the paymentmethods we conduct.

3.21 Pay and display bays are provided to allow motorists to park f period of time to shop, visit buamenities. ‘Shared use’ bays are more flexible, combinindisplay and permit parking. These are suitable for areas wi

3.22 According to the Traffic Management Act 2004, pay and displayshould reflect local on-street parking demand and turnover of

3.23 Hackney varies its pay and display prices and maximum lestay between zones to reflect local parking demands. Pricbenchmarked against other boroughs in 2009. Our prices areclose to the City fringe and lowest by Homerton Hospital where n

mechanism andturnover of spaces. By doing so

Payment Metho




Website

secure website where it is possible to

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

3.25 The online payment system is amake payment with any major cards.

can be made over the phone by calling the operator or byusing the automated telephone service. The phone numbers can be

00Hackney automated payment line: 020 8356 5050 (select option3 for parking payments)

• Parking Services enquiry line: 020 8356 8877

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 andthe payment back to the following address:

London Borough of Hackney. Box 39055don

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 parkingfines and the purchase of permits and vouchers. We accept paymentin cash, cheque or by card.

Telephone

3.26 Payment

found below

•

Hackney Contact Centre: 020 8356 30•

Post

P.OLonE8 1WT

Face to Face




Challenges, Representations and Appeals

ists could

sentations to the

lished bye support

rking Adjudicators and since 2003, the Road User Chargingto provide this support under the

3.31

www.parkingandtrafficappeals.gov.uk

3.29 The Traffic Management Act (TMA) 2004 sets out how motor

challenge the issue of a PCN and then make repreissuing authority after the service of a Notice to Owner (NTO).

3.30 The Parking and Traffic Appeals Service (PATAS) was estabThe Road Traffic Act 1991. PATAS provides the administrativto the PaAdjudicators. The Service continuesTMA 2004.

For further information please visit




4 n-Street Controls and Car PO arks

Hackney Parking Enforcement Contract

Parkingas the

its quality

tract.

16Keyle us to

EOs areissuing high numbers of PCNs which may be

deemed invalid. Both internal and external auditors assess theanaging

show thatst year the team has

O error to a

beens. In totalehicle167

ur PCNs so drivers can

changing the level of a.d

ople who consistently fail

4.4 As a result of this high standard of service delivery people wholive 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.

4.1 Since its launch in September 2004, the BPA (BritishAssociation) Contract has become widely recognisedindustry standard. Hackney piloted this contract, andethos has now become a prominent feature within the TMA 2004.Several other councils across the UK have adopted this con

4.2 Hackney’s enforcement contract comprises of Performance Indicators (KPIs). These indicators enab

monitor the quality of parking enforcement. This means Cdiscouraged from

procedures followed by the Council to ensure we are mthe contract effectively.

4.3 By adopting this contract we have found evidence tostandards have improved. In the lasucceeded in consistently:

Reducing the number of PCNs cancelled due to CE

level of less than 1.5% of overall tickets issued. Proactively locating abandoned vehicles which have

inspected within a period of 24 hours in 100% of casethe borough has responded to over 1453 abandoned vcomplaints in the last year and has safely disposed of vehicles in this time.

Providing photographic evidence with osee why a PCN was issued.

Adapting to the needs of local residents byCEO coverage on streets to reflect the needs of the are

Assisting the DVLA in its fight against the use of untaxevehicles by removing over 600 in the last year.

Enforcing upon persistent evaders (peto pay for or appeal against multiple parking fines).




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

CCTV

throughof CCTVntions one of theing and

e public

general monitoring of traffic conditions. We also work inPolice to

rsons instic, business or other private premises, buildings or land.

camerasr private

actice oncil policy

of theed

hen decidingwhether to appeal the PCN. CCTV fines are £120 which can be

within 14 days of issue for Bus Lane and21 days of issue for CCTV Static PCNs.

rce against the following contraventions:

• Failing to obey a traffic sign.

• Stopping in a box junction.

• Breaching weight limits.Illegal use of bus lanes.

4.9 CCTV cameras can be found at the following locations:

4.5 We are committed to improving bus journey timeseffective CCTV enforcement. Hackney has a networkcameras to enforce against traffic and parking contravepublic carriageways and footways. The primary purposCCTV traffic monitoring systems is to keep traffic movmaintain road safety. It is also intended to enhanc

transport services by deterring misuse of bus lanes and assist in

conjunction with the Emergency Planning Team and theidentify crime and disorder.

4.6 CCTV is not used to invade the privacy of any pedomeSafeguards and instructions to operators exist to preventbeing focused on people’s homes, gardens or otheproperty.

4.7 CCTV operators work according to a strict code of pr issuing PCNs, designed to ensure they carry out Counimpartially, fairly and transparently. A photographcontravention is shown on the PCN and video evidence is stor by the Council so it can be viewed by the motorist w

reduced to £60 if paidMoving traffic PCNs and

4.8 We use CCTV to enfo

• Parking in a restricted area.




Mare Street / Narroway

ksbae

/ St Marks

ham Road

(Wilton Way)

Reading LaneWell Street / Broo nkWell Street / Terrac

RoadRidley RoadRiseGraMare Street (ReadingLane)Mare Street

Mare Street (EllingfortRoad)Mare Street(Pemberton Road)

Mare Street (BockingStreet)Lower Clapton Road(St Johns)Lower Clapton Road(Clapton Square)

Bridge Rwaite)

Streete

re

ton Laneer Clapto

adMare Street /Sylvester Road

Dalston Lane / Graham

n Lane / Woodland

ll's Pond Road /k

Graham Roadne / Roseberry

PlaceKingsland Road / Ball'sPond Road

Lea oad(CornFalkirk

t /DalstoStreetHoxton Stre

Crondall St et BaQueensbridgDals

e Road / Mildmay Par

LowDowns Ro

n Road / Dalston La

Road

04, Hackneyates its resources on removing vehicles, such as those:

lines or in an area where loading is

• Parked on the footway.

lid

sidents’,they ared for.

, but weevidence

ed for Blue Badge fraud or torepeatedly evade PCNs (that have neither be paid nor appealed).

4.13 The fees for clamping, removals and storage of vehicles inLondon are set by London Councils. They are set out in the tablebelow.

Removal of Vehicles

4.10 In accordance with the Traffic Management Act 20concentr

• Parked on double yellowprohibited.

• Identified as persistent evaders.

• Not displaying a valid tax disc.

• Parked illegally for a prolonged period.

• Parked in a disabled parking bay without displaying a vapermit.

4.11 We no longer remove vehicles that display expired rebusinesses’ or doctors’ parking permits as long asparked in the relevant bay for which the permit was issue

4.12 In accordance with the TMA 2004, Hackney stopped clampingvehicles for parking contraventions on 31 March 2008reserve the right to clamp vehicles where we have

suggesting they are being us




Activity Charge

Release fee from Clamp NIL

Release from car pound £200

Storage charge (per day) £40

Disposal fee £70

Table 2.1: Other contraventions and charges

from thes involves

ccasion;owners inate land,al of the

le reportsk vehicles

ndonment. It is the aim of the borough to

ich such

008/09 we began removing abandoned vehicles fromHackney Homes residential estates.

t have aransport,olved in

nder then, Removal and Disposal of

Vehicles) Regulations 1997. Abandoned vehicles are notincluded 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 takenin car parks or on any form of private land.

Abandoned Vehicles

4.14 Hackney Parking Services removes abandoned vehiclesstreet as they can be a hazard to the public. This procesinspecting the vehicle, sometimes on more than one owriting to the registered keeper (if known), advising landcases where vehicles have been discarded on privobserving legal notice periods and the eventual removvehicle. The borough aims to react to abandoned vehicas quickly as possible and its inspectors proactively seethat are in a state of abaremove nuisance vehicle as quickly as possible in order to reducethe likelihood of vandalism, arson and other crime with whvehicles are often associated.

4.15 Since 2

Untaxed Vehicles

4.16 It is illegal to park on street or drive a vehicle that does nocurrent tax disc. According to the Department for Tuntaxed vehicles are more likely to be uninsured and invother crime.

4.17 The removal of untaxed vehicles is administered uVehicle Excise Duty (Immobilisatio




Car Parks

hese car

lp to support local businesses by providing short stay parking

e (SPS)CPO) for ion at twoS status,

StreetLighting Teams. Inspectors from the SPS group were

particularly impressed by the design and the maintenance of theWilmer Road site.

Car park

4.18 Publicly available off-street parking is available in Hackney. T

parks hefor visitors.

4.19 The Council has retained its Safer Parking Schemaccreditation from the Association of Chief Police Officers (AWilmer Place Car Park and hopes to achieve this commendatother sites before the end of the 2010. To maintain the SPParking Services continues to work closely with the Council’sCleaning and

Control hours Spaces Charges

Amhurst Road E82BT

Monday-Saturday7am -11pm

25 spaces £1.20 each hour,£7.20 all day

Bentley Road N14BY

Monday-Saturday7am-7pm

109 spaces £1.20 each hour,£7.20 all day

Gillett Street N168JH


31 spaces £1.20 each hour, 2hour max. stay

Wilmer Place N160LY


32 spaces £1.20 per hour,£7.20 all day

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

three further off street car parks in the

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

4.20 The Council also managesborough;

• St. John’s Car Park

• Britannia Leisure Centre

• Kingshall Leisure Centre




5 Policy and Performance Appraisal

Hackney’s Quality-Based Approach to Enforcement

sitors, byntee thatthe TMA

ce we provide meets all regulations practicedt and fair

e placingmber of ntage of

quality PCNs issued has continued to increase year on year. In008/09 iturther to

5.3 Our services are continually improving as we are investing more in our rvice we

ents both

areas areices, and

5.5 Parking Services keeps on improving the quality of the PCNs. We aimdifferent

We alsotraventions with your parking

tickets (Excludes PCNs issued on street unless the PCN is challenged.

5.6 In 2009/10 we published our Best Value Review which highlightedways that we could improve the service we provide residents andvisitors of Hackney while remaining cost effective.

5.1 We are offering better quality of service to residents and viensuring that we work closely with our contractors to guaraservices being provided are in line with guidelines laid out by2004. Further, the serviwithin Council’s parking services. This assures transparenservices within the borough.

5.2 In compliance to the requirements under the TMA 2004, we ar quality of enforcement above quantity. Although the total nuPCNs we issue overall has decreased year on year, the perceHigh2007/08 we issued 94.54% of high quality PCNs. In 2increased by 2.49% to 97.03%. In 2009/10 it increased f 97.90%.

staff and systems to guarantee that we provide the best se

can. This helps us deal better with queries, appeals and paymquickly and effectively.

5.4 We will continue to strive to ensure that dedicated parkingsafe and equipped with clear signs and parking regulation notthat street furniture is clean and clear and in working order.

to produce good quality PCNs with clear information about thepayment methods available and our appeals procedure.provide photographic evidence of the con




Parking Services’ Best Value Review (BVR)

5.7 The Parking Services’ Best Value Review (BVR) was cbetween November 2008 and April 2009 and is part of

onductedan ongoing

ction.

support andmanagement functions. It considers the Service’s current position and

ls.

, quality,faction. It

,

mitigate

ibution to

other London Authorities through a programme of benchmarking.

5.12 e of the findings and recommendation from the

d of compliance has improved in terms of

Debt recovery retains a top quartile benchmarking score among

hin the top quartile on the cost of issuing a

charges

Council’sperformance at the Parking and Traffic Appeals Services(PATAS) and, to a lesser extent, the management of bailiffs andquality of correspondences.

• The Service should look to utilise the contract frameworkdeveloped by the BPA, in partnership with Local Authorities, to

undertaking to provide a service committed to customer satisfa

5.8 It covered all front-facing services and associated

improvement agenda at both the strategic and operational leve

5.9 The report considered and presents findings on performancecosts, risks (how these can be mitigated) and customer satisalso includes a summary of the impacts of proposed efficiencies

improvement plans and highlights investment opportunities toany revenue reductions that may impact on the Service.

5.10 The Review process focused on ensuring every member of the servicewas involved in each stage of the review and allowed for contr this report.

5.11 The Service’s outputs were compared with the Parking Services of 16

Theses are som

review:-

• Our Standar enforcement.

•

London boroughs.

• The Service is witPCN.

•

We should ensure that the service’s permits, fees andare comparable with other London Authorities and set in linewith the TMA guidance.

• Steps have been identified to improve the




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

ch and

ely onuse measure

indicators; such as compliance and customer satisfaction.

ate; fromsignatingCNs that

ued. Therecovery rate uses the previous year’s data because it can take up to arecovery

issued tof 2009/10h a PCNuality of ity photo

h 2009 the recovery

rate dropped; this was due to the introduction of enforcement of incorrectly displayed companion badges. As it was a new policy wec lled Ns fir fenB w o e r p ta

Month

• The contract emphasises a modern partnering approa

moves away from measuring performance largrevenue/ticket generation, but instead, to

Recovery Rate

5.13 All parking activity ultimately feeds into the PCN recovery r enforcing robust policies and operational processes to deCPZs. The recovery rate is defined as the percentage of P

have been paid for in the corresponding month they were iss

year for a PCN to go through the full appeals and debtprocesses.

5.14 The recovery rate is a good indicator of the quality of PCNsmotorists. The Council’s high recovery rate at the beginning ois a positive indicator that the majority of motorists issued witaccept that the ticket was issued correctly due to the qevidence provided by the Council, (for example good qualevidence). However, during January 2009 to Marc

ance PC for st of ces on the grounds that a valid Blueadge as sh wn wh n drive s submitted re resen tions.

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

008/09 71.2% 68.4% 68.6% 66.8% 67.6% 67.8% 66.9% 65.2% 66.2% 63.6% 65.5% 67.9%

009/10 68.5% 69.2% 67.9% 68.0% 69.5% 67.9% 65.8% 66.9% 66.8% 63.2% 63.5% 62.8% Table 3.1 Performance Table rate, 2008/09

5.15 The g

- Recovery – 2009/10

raph below shows that our drive for issuing quality PCNs remainspositive. Whilst we issued fewer tickets in 2009/10, more motorists paidtheir PCN fines on the initial issue of the ticket against the previousyear which was also the case in 2008/09. We expect that this trend willcontinue as we strive to improve upon enforcement and ensure publicsafety.




Recovery Rate over Time

40.00%

60.00%

80.00%

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

Month

R e c o v e r y R a t e

2008/09

2009/10

Target

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

shows the top ten cancellations that occurred in2009/10 and the reasons behind the cancellations (This includes

cancellations from PCNs that have ationsattached to it). The figures are derived from PCNs issued in previous

and in 2009/10.

Chart 1.1:

Enforcement Performance

Top Ten Cancellations for 2009/10

5.16 The table below

informal or formal represent

years

Reason Volume Proportion

Loading/Unloading 1020 21.71% ██████████ 1020

Gesture of Goodwill 743 15.81% ███████ 743

Blue Badge First Appeal 626 13.32% ██████ 626

DVLA Make Mismatch 536 11.41% █████ 536

CEO failed to see/ignored/miss-read validexemption

385 8.19% ████ 385

Response Exceeds 56 Days 297 6.32% ███ 297

Veh has Legal Exemption in TMO 292 6.21% ███ 292

Incorrect Contravention Code 278 5.92% ██ 278

CEO recorded wrong info recorded onPCN

262 5.58% ██ 262

Valid Voucher at Appeal 260 5.53% ██ 260

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




1st JulyPCNs issued in 2009/10 and the reasons behind the

cancellations.

5.17 Table 3.3 shows the top ten cancellations that occurred by2010 for

Reason Volume Proportion

Loading/Unloading 984 21.79% ██████████ 984

Gesture of Goodwill 734 16.26% ████████ 734

DVLA Make Mismatch 558 12.36% ██████ 558

Blue Badge First Appeal 554 12.27% ██████ 554

CEO failed to see/ignored/miss-read validexemption

405 8.97% ████ 405

CEO recorded wrong info recorded onPCN

321 7.11% ███ 321

Incorrect Contravention Code 257 5.69% ██ 257

Veh has Legal Exemption in TMO 253 5.60% ██ 253

Response Exceeds 56 Days 231 5.12% ██ 231

Two PCN For Same Offence 218 4.83% ██ 218

ellations for n, 2009/10

d that in

stances whilst the ticket was issued correctly, motoristsmay have encountered a unique set of circumstances (e.g. in an

y), which required them to park incorrectly. In thesed

side andparking

streets,ir overallce coulde to the

f information and the unavailability of reportingmechanisms during the implementation of the new ParkingSoftware in April. There was a reduction in the number of CEOs inMay but the coverage requirement was only adjusted in lateSeptember to reflect this change. This is the reason for the drop inperformance in October. However the reduction did not affect theoverall performance.

Table 3.3: Performance Table – Number of Canc PCNs issued in 2009/10 by reaso

5.18 We cancel tickets for a range of reasons as we understan

certain circum

emergencinstances we apply discretion as required by the TMA 2004 to upholor cancel PCNs.

Street visits

5.19 Our enforcement contractor is required to visit streets inoutside of CPZs according to a schedule based on

activity. Although the level of visits may fluctuate betweenthe graph below shows that the APCOA has met thetarget of 95% visits in most months. However, performannot be measured as accurately as we would like duinconsistency o




CEO Street Visit Performance

60.00%

65.00%

70.00%

75.00%

80.00%85.00%

90.00%

95.00%

100.00%

Apr-09 May-09 Jun-09 Jul-09 Aug-09 Sep-09 Oct-09 Nov-09 Dec-09 Jan-10 Feb-10

Month

Mar-10

R a t i n g

Actual

Target

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

or wheree Council for

onded toth.

is an increase of 82 from 2008/9. Chart3.3 shows that our contracted CEO’s met the target throughoutthe year in 2009/10 despite the increase in received client

instructions.

Implementation of ‘Client instructions’ issued

5.20 Client instructions are instructions sent to the contractenforcement issues have been reported to thinvestigation or action by residents. This also includes suspensionof enforcement. Chart 1.3 looks at how APCOA respclient instructions within the set time period for each mon

5.21 The Service issued an average of 256 client instructions eachmonth in 2009/10 which

Performance for Implementing Client Instructions

60.00%65.00%

70.00%

75.00%

80.00%

85.00%

90.00%

95.00%

100.00%

Apr-09 J Jul-09 -09 Oc ov-09 09 J Feb- r-10

onth

R a t i n g

May-09 un-09 Aug Sep-09

M

t-09 N Dec- an-10 10 Ma

Actual

Target

art 1.3: Performa Ch p nta of

Client Instruct ns, 2009/10 Ch nce art- Im leme tion

io

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

Completed 196 174 262 260 272 267 194 272 224 242 368 339

Received 207 179 265 267 283 278 201 278 231 243 374 345




Table 3.4: Perform Instructions Implemented by month, 2009/10

Removals

umber of ls variesaverages

d 275 a month. The chart shows that our Contractor’sactivities varied against expected levels each month throughoutthe year.

ance Table- Number of Client

5.22 The charts below show performance in terms of the nvehicles removed each month. The number of removafrom month to month due to seasonal variance butaroun

Performance for The Number of Vehicles Removed

0

50

100

150

200

250

300

350

400

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

R a t i n g Actual

Expected Level

rt 1 erf nc be eh d,

2009/10 Cha .4: P orma e Chart- Num r of v icles remove

Month Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Ma

Actual 287 283 273 267 317 258 308 301 231 234 266 265

ExpectedLevels

252 306 246 233 306 326 298 340 275 254 286 320

s removed,

2009/10

Abandoned Vehicles

andonedicles within 24 hours of receiving the first notification. It is then

required to remove the vehicle within 24 hours. The twoperformance indicators formerly measured nationally include:

• BVPI 218a (Abandoned Vehicles: % of new reports of abandoned vehicles investigated within 24 hours of notification);

and

Table 3.5: Performance Table- Number of vehicle

5.23 The Borough is obliged to investigate all reported abveh




• BVPI 218b (Abandoned Vehicles: % of abandonedremoved within 24 hours from t

vehicleshe point at which the Authority is

legally entitled to remove the vehicle).

Performance for the Number of Abandoned Vehicles Investigated

Completed

Not completed

number of d, 2009/10

d to bein the 24

investigating all abandoned vehicles cases in Hackney to helpensure that the roads are kept safe. In 2008/9 there were 199more abandoned vehicles scheduled to be investigated.

Chart 1.5: Performance Chart- Performance for the abandoned vehicles investigate

5.24 In 2009/10 1453 abandoned vehicles were scheduleinvestigated. All reported vehicles were investigated withhour target period. This shows that we are committed to

Performance for the Number of Abandoned Vehicles Removed

Completed

Not completed

Chart 1.6: Performance Chart- Performance for the number of abandoned vehicles removed, 2009/10

5.25 In 2009/10, 167 abandoned vehicles were scheduled to beremoved. All abandoned vehicles were removed within 24 hours




service. Parking Services has a rolling program of routine andmaintenance of all our parking related street furniture. As a spart of this is managed in house this

reactiveignificant

allows the Council to not only

nd installpleted inDisplay’rs, thus

ontractor costs. Only machines with serious/unidentifiablethe

and theefects. In

our targets for the areasdemonstrated below. Response time to all disable bay enquiries targetwas not met due to limited resources.

ance Table- Maintenance’s response performance, 2009/10

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

siness Processing

Informal Representation

save money but also react quickly in this area.

5.29 The Council also employs external contractors to design acertain large parking signs. All lining and post works are comcollaboration with external contractors. Repairs to ‘Pay andmachines are almost exclusively conducted by our own engineereducing cfaults and machines within warrantee are repaired bymanufacturer.

5.30 Table 3.6 shows the number of repairs carried out in 2009/10average amount of time (in days) it took to repair these d

2009/10 we exceeded all but 1 of

Table 3.7: Perform

Bu

Activity WorksCompleted

TargetAverageResponseRate (days)

ActualAverageResponseRate (days)

Status

Repair time (days) for enforcement-affecting

Pay & Displaymachine faults†

2007 2 0.4

Repair time (days) for enforcement-affectinglining defects†

210 21 11.6

Repair time (days) for enforcement-affectingpost defects†

108 21 18.9

Repair time (days) for enforcement-affectingsign defects†

331 5 4.9

Response time (days)for all disabled bayenquiries

59 5 7.5

Response time (days)for all site visitrequests‡

2167 7 2




5.31 We received a total of 17,311 Informal Representations aPCNs (including estate & car park) issued in 2009/10; a challof 17.99% which is up by 0.06% from 2008/9. This drop showare keeping motorist aw

gainst allenge rates that we

are of the policies in place that allows them the

right to challenge their PCN.

Informal Representation Vs Acceptances

02000

4000

6000

8000

10000

12000

14000

16000

On street Bus Lane Car Park Estate

Contravention Type

V o l u m e

Informal Rep

Accepted Informal

Rep

, 2009/10 ou wrotebased on

all facts present. In 2009/10 we accepted 34.17% of the informalrepresentations received. Our acceptance rate in 2009/10 is 1.09%

This shows although we are issuing more quality

PCNs we are determined to process every challenge fairly.

Chart 1.7: Performance Chart- Informal Representation Vs Acceptances

5.32 In 2009/10 we cancelled 5,916 correctly issued PCNs after yto us. We endeavor to listen to all cases and make decisions

lower then in 2008/9.

Formal Representations

Formal Representation Vs Acceptances

0

1000

2000

3000

4000

5000

6000

7000

8000

V o l u

m e

On street Bus Lane Moving Traffic Car Park Estate

Contravention Type

Formal Rep

Accepted Formal

Rep

Chart 1.8: Performance Chart- Formal Representation

Vs Acceptances, 2009/10




5.33 In 2009/10 we received 10,162 formal representations, whicfewer then informal representations received. Out of the totaof informal representations received, we ruled 25.71% in favomotorist which is 13.26% less then 2008/9. The lower accepta

for formal

h is 41%l number ur of thence rate

representation shows an improvement on the quality of PCNs issued.

Overall Performance

Onstreet

BusLane Moving

Traffic Car Park Estate Total Level/Quantity

1512 213 0 402 1576 17311 Level/Quantity Rate

24.24% 11.60% 18.42% 22.46% 17.99% Acceptance Level

524 6 12 173 485 5916

Informal

Acceptance Level Rate 34.70% 5.63% 43.03% 30.77% 34.17%

Level/Quantity 742 19 00 1 846 162 625 10162

Level/Quantity Rate 11.91% 5.45% 16.96% 7.42% 8.91% 10.56%

Acceptance Level 2063 51 280 48 171 2613

Formal

Acceptance Level Rate 27.77% 51.00% 15.17% 29.63% 27.36% 25.71%

Level/Quantity 22549 313 1846 564 2201 27473

Level/Quantity Rate 36.16% 17.05% 16.96% 25.85% 31.36% 28.54% Acceptance Level 7309 63 280 221 656 8529

Combined

Acceptance Level Rate 32.41% 20.13% 15.17% 39.18% 29.80% 31.05% ry, 2009/10

/10 as seen in

ains highindicateslace and

to pursue their case through the representation process.

5.35 te for 2009/10 was 31.05%. This waslower 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 tothe motorist’s claims and take appropriate action based on a case tocase basis.

Representation: Turnaround Time

Table 3.8: Performance Table- Performance Summa

5.34 We considered a total of 27,473 representations in 2009Table 3.8. This works out to be 15% (approx. 5,000) fewer cases thanreceived in 2008/9. However, the level of representations remwith around 28.5% of all issued PCNs being challenged. Thisthat motorists are being made more aware of the policies in pare keen

The combined acceptance ra




d formal2009/10

sues thatpect that

follow the trend of 2008/09 withfigures of less then 10 days.

5.36 We aim to deal with all types of enquiries (informal anrepresentations) in an average time of 10 days. However in

we were faced with a huge backlog due to the unforeseen isarisen during the implementation of our new system. We exfuture average turnaround time will

2008/2009 Informal Representation 35.05

(days) Formal Representation 29.39

(days) sponse time, 2009/10

PATA Resu s for 2 9

Table 3.9: Performance Table- Representation re

S lt 006/7, 2007/8, 2008/9 & 200 /10

% of Case ing to peal w h ares go Ap hicAllow (Lost kned by Hac ey)

% of PCN going toAppeal

Rank in London

Y e a r

A p p e a l s

A l l o w e

d

A p p e a l s

R e f u s e

d

I n H a c k n

e y

A l l L o n d

o n

A u t h o r i t

i e s

N u m b e

r

O u t o f

L B H a c k n e y

L o n d o

n

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

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

2008/09 1814 646 75% 73% 28 34 1.9 1 P a r k i n g

2009/10 654 297 69% 63% 27 34 1.41 1.10

2006/07 30 9 77% 46% 32 25 0.05 0.43

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

2008/09 13 16 45% 59% 8 28 0.07 2

B u s L a n e s

2009/10 3 3 50% 40% 9 27 0.01 0.03

2006/07 1 0 100% 57% 17 18 0.01 0.84

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

2008/09 137 76 64% 65% 10 23 0.1 2 M o v i n g

T r a f f i c

2009/10 121 77 61% 66% 10 23 0.21 0.12

Table 3.10: Performance Table- PATAS Results, 2006/7 – 2009/10 5.37 The above table shows the results of parking appeals assessed by

London’s independent adjudicators, the Parking and Traffic AppealsService (PATAS). The statistical information provided is derived from a

PATAS report obtained through their website.




5.38 The appeal rate is calculated based on the number of appeathe total number of PCNs issued for the year. In 2009/

ls against10 our overall

.

ncils arencouraging

tivities.

ppeals ‘allowed’ are those cases found against theCouncil. The number of appeals ‘refused’, are those cases found in

of casestroduction

which delayed the number of appeals at PATAS.

10/11 will

on streetcess rate

9% is a 6% improvement on the previous year and 17%e is even

successis 66%.

p 30% at

bus lane

5.44 The results of the Moving Traffic Enforcement saw us better theLondon average by 5% at 61%. However, we remain middle of thetable at 10

thplace out of the 23 London Boroughs.

appeal rate was 1.62% with the average appeal rate being 1.28%

5.39 The PATAS ranking is one of several indicators of how Coumanaging their parking enforcement services whilst ecompliance and transparency in applying their enforcement ac

5.40 The number of a

favour of the Council.

5.41 The 2009/10 statistics show a significant drop in the number being determined by PATAS. This was mainly due to the inof our new IT system

It is highly likely that the number of appeals being heard in 20follow the previous trend.

5.42 We are continuing to climb the PATAS rankings in terms of enforcement, however there is still a long way to go. The sucat PATAS of 6improvement on the 2006/07 financial year. The performancmore encouraging when looked against the London averagerate which

5.43 Our performance on Bus Lane enforcement remains in the to

9th

place out of 27 London Boroughs that carry outenforcement.




6 Financial Data

Parking Services: Bal et 2009/10

2009 - 2010 08 - 2009

ance she

20

Subtotal Total Subtotal Total

£ £ £ £

Expenditure

osts 48,475 3,536,982Employee C 4,2

Premises costs 43,487 12,039

Costs 73,395 53,004Transport

plies and

es 567,710 615,704SupServic

o

reserve 621,442Contribution t

Contracts 5,578,203 85,398,06

Recharges 2,252,173 13,384,887 200,247 11,816,0442,

Income

Ns & Bailiff 2 (6,449, 4)PC s (6,3 1,577) 48

Pay and Display (2,807,512 (2 ) ,739,955)

Permits (3,316,9 (2, 40) 857,106)

Suspensions (388,390) (494,623) (12,541,168)

Others (546,988) (13,381,409)

Total Income (12,541,168)

Deficit/(Surplus ) 3,478 (725,124)

Fig 2.1: Parking Services Balance she

et, 2009/10

6.1 The table above shows our expenditure and income for 2008/9 and2009/10. 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 reservesin 2009/10.




Breakdown of Income by Source

Income Stream Amount Distribution

PCNs & Bailiffs 21,57 £6,3 7 47.24%

Pay and Display £2,807,512 20.98%

Permits 40£3,316,9 24.79%

Suspensions £388,390 2.90%

Others £546,988 4.09%

Total £13,381,407 100.00%

Table 4.1: Income stream breakdown, 2009/10

eneratedHowever,nue year

ar. This is likely to be due to a following of reasons: Theintroduction of the TMA 2004, the high level of compliance and theincrease in public awareness concerning parking procedures and

-investedrojects and on-street improvements in accordance with

the Road Traffic Act 1991RTAR( as amended).

6.4 In 2009/10 we had a deficit of £3,478 but this did not stop us fromr f our reserves to help fund thef

School Crossing 192,096Street Lighting 216,040Gully Cleansing 213,306Parking Revenue account expenditure 121,453Blue badge 81,006PMIS (Parking Management Information system) 101,283

925,184

6.2 The majority of our revenue in 2009/10 came from money gfrom debt recovery; (our recovery rate for the year is 67%).there continues to be an ongoing trend in the reduction of reveon ye

policies.

Our Re-Investment Commitment

6.3 Generally, any surpluses generated by us are retained and reinto parking p

einvesting. We used £925,184 o jects;ollowing pro




7 PCN General Statistics

Parking PCNs

r parkingthat were paid

and those that were paid at the discissued for on-street tree TV c ntions.

7.1 The table below shows the number of PCNs issued focontraventions in 2009/10 along with the total number

ount rate. The table looks at PCNsC, off-s t and C parking ontrave

Total

PCNs

On street

(CEOs &CCTVParking)

Off street CCTV

Parking

Number of higher level PCNsissued

62470 56007 6463 (11233)

Number of lower levissued

el PCNs 21046 18309 2737 (165)

Number of PCNs paid 54904 49788 5116 (7030)

Number of PCNs paid atdiscount rate

45626 41541 4085 (6073)

- issue and

, 2009/10

nd Lower changes brought about by the TMA

seriouser rate ispay and

sued 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%. Itshows that motorists using the roads in Hackney are more aware of our commitment to your safety by penalising offenders who couldendanger the life of other people.

Table 5.1: Parking PCN Statistics

payment rate 7.2 The number of PCNs issued is broken down into the Higher a

level contraventions in line with2004. The higher rate PCNs are issued for morecontraventions i.e. parking on a double yellow line and the lowissued for less serious contraventions i.e. overstaying in adisplay bay.

7.3 In 2008/09 78% of PCNs is




PCN Issue Levels

75%

25%

Higher levelPCNs issued

Lower level

PCNs issued

Chart 2.1: Parking PCN Statistics- Issued Lev

7.4 Similar to 2008/09 year, 83% of all payments made in 2009/10the discounted rate. The figures show that we are maintaicommitment to ensure

el, 2009/10

were atning our

that the public are kept informed of our procedures and policies when processing PCNs. This is reflected bythe vast majority of motorists opting to pay within the 14 daydiscounted payment period.

PCN Payment Rate

17%

83%

Full rate

Di count tes ra

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




Bus Lane and Moving Traffic PCNs

7.6 The tables below shows the number of PCNs issued for bus lane andmoving traffic contra 09/10.ventions in 20

CCTV Bus Lane CCTV Moving Traffic

Number of higher level PCNsissued

1836 10886

Number of lower level PCNsissued

n/a n/a

Number of PCNs paid 1216 7935

Number of PCNs paid at

discount rate

1082 6901

e and te, 2009/10

7.7were

Table 5.3: Moving Traffic PCN Statistics- issu payment ra

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

CCTV Related PCNs

14%

86% CCTV Bus Lane

CCTV Moving Traffic

TV Related is, 2009/10

g trafficued through CCTV were for

moving traffic contraventions. However, this split has grown to 86% in2009/10. In addition Hackney issued 993 more PCNs for moving trafficcontraventions than in 2008/9. This is an increase of 9%. The figuresshow that we are effectively using CCTV technology to find andpenalise motorists for dangerous driving offences and in effect we are

working towards ensuring safer roads in Hackney.

Chart 2.3: Moving Traffic PCN Statistics- CC PCNs with analys

7.8 Chart 2.3 shows a larger percentage split for movincontraventions. In 2008/9 80% of PCNs iss




Bus Lane and Moving Traffic PCNs Issued Over Time

0

2,000

4,000

6,0008,000

10,000

12,000

Moving Traffic Bus Lane

London Boroughs

P C N s I s s u

e d

2009/10

2008/9

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

bus lanens 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

7.9 There has been 28% drop in the number of PCNs issued for contraventio

in the Borough.

CCTV Bus Lane CCTV Moving Traffic

Number of PCNs against whichan informal or formal

representation was made

312 1787

Number of PCNs that wentadjudicator

to the 23 267

Number of PCNs cancelled as aresult of an informal or a formalrepresentation

65 281

Number of PCNs cancelledresult of adjudicator’s decision

as a 2 28

Number of PCNs written off forother reasons (e.g. CEO error ordriver untraceable)

14 70

resentation , 2009/10

lane and moving traffic that received informal and formalrepresentations and those that went to the adjudicators. It also showsthe number of PCNs that were cancelled due to successfulrepresentations; those that were cancelled as a result of theadjudicator’s decision and those written off for other reasons (for example, CEO error or driver untraceable).

Table 5.4: Moving Traffic PCN Statistics- Rep and cancellation 7.10 Table 5.4 shows the total number of PCNs issued in 2009/10 for bus




Hackney compared with other Boroughs

2009/10ghs. Weuthwark,

’s overallance. This demonstrates that our quality driven enforcement

7.12 The table below shows that there is a falling trend for the number of

PCNs is from 8/ 10

7.11 The number of PCNs issued within Hackney has dropped for

which has been experienced by the majority of London Borouhave identified five comparable Councils: Islington, SoHaringey and Tower Hamlets, which are aligned to Hackneyperformstrategy is aligned with some of the higher performing boroughs inLondon.

sued 200 9-2009/ .

Higherlevel

parkingPCNs

Lowerlevel

parkingPCNs

TotalParkingPCNs

Buslane

PCNs

MovingTrafficPCNs

2009/10

TotalPCNs

2008/9

TotalPCNs

Variance

Hackney 62,478 21 83,045 ,523 1,836 10,886 96,245 9112,72 -16,484

Haringey 134,294 27,293 161,587 8,029 13,182 182,798 191,406 -8,608

Islington 127,775 51,114 178,889 4,323 59,799 243,011 249,011 -6,000

Southwark 84,558 23,293 107,851 521 13,352 121,724 131,743 -10,019Tower Hamlets 63,073 19,726 82,799 4,892 3,536 91,227 90,042 1,185

7/8 - 2008/9

ained from the Enforcement Activity 2009/10 – Annual Report PCN Annual Report PCN Stats 2008-091 produced by London Councils

and the North London Parking Manag up hmarking Indicator report /0 ced by Islington Council).

Total PCNs issued

Table 5.5: Number of PCNs 200

(The data was obt Stats 2009-10 and

ers Gro 2007

– Benc 8 produ

2009/10 2008/9 2007/8

Hackney 96,245 112,729 122,594

Haringey 182,798 191,406 198,247

Islington 243,011 249,011 283,919

Southwark 121,724 131,743 144,224

Tower Hamlets 91,227 90,042 91,172

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




Total PCNs Issued by London Boroughs Over Time

0

50,000

100,000

150,000200,000

250,000

300,000

Hackney Haringey Islington Southwark Tower Hamlets

London Boroughs

P C N s I s s u

e d

2009/102008/9

2007/8

h, 2009/10

a 7%increase in the drop of PCNs issued between 2007/8 and 2008/9. Inaddition the drop in PCNs issued in 2009/10 is 9% more than

London bench mark average of 6%.

Moving Traffic PCNs Issued

Chart 2.5: PCN issued over time by boroug 7.13 We have a 15% difference from 2008/9 and 2009/10. This is

compared with the

2009/10 2008/9

Hackney 10,886 9,893

Haringey 13,182 13,362

Islington 59,799 44,044Southwark 13,352 11,118

Tower Hamlets 3,536 4,692

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

Moving Traffic PCNs Issued by London Boroughs Over Time

0

10,000

20,000

30,000

40,000

50,000

60,000

70,000


P C N s I s s

u e d

London Boroughs

2009/10

2008/9

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




7.14 Moving traffic PCNs issued in the London Borough of Hackincreased by 10.8

ney have% since 2008/9 and is above average across all

ghs hasin PCNs

as and a moreeffective approach to issuing PCNs.

Bus Lane PCNs issued

comparable boroughs.

7.15 On average moving traffic PCNs across all five borouincreased by 8.25% since the last financial year. The increaseissued illustrates our determination to improve enforcement andhopefully compliance with the use of new camer

2009/10 2008/9

Hackney 1,836 2,353Haringey 8,029 7,562

Islington 4,323 6,813

Southwark 521 271

Tower Hamlets 4,892 4,852

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

Bus Lane PCNs Issued by London Boroughs Over Time

0

2,000

4,000

6,000

8,000

10,000


London Boroughs

P C N s I s s u e d

2009/10

2008/9

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

droppedmparable

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

7.16 The number of PCNs issued for Bus Lane contraventions hassince 2008/9 by 21.9% and is below the average of all coboroughs.

7.17 Across




8 Changes within Parking Services 2009/10

8.1 In 2009/10 we made a number of improvements to our servon feedback received

ice basedby members of the public and through monitoring

trends within our industry.

Enforcement

eras havent in the

where there are no fixed cameras as well as locations wheremobile vans have difficulty accessing. These cameras can be deployed

hich makes them important tools in helping to ensure

8.3 ound to be an effective tool in thet where we currently have no fixed

8.4 The Parking Contracts Team reviewed the existing KPIs andomit KPIs

ose thatthe precision of the methodology used to measure

of KPIsquality of PCNs and ensure a more robust

enforcement service.

8.6 It is expected that the operational performance of the contractor will beimproved by the reduction in KPIs. This is because the reduction willallow supervisors to concentrate and focus more on areas of mostimportance including:

• Street coverage

Re-locatable cameras

8.2 The procurement and implementation of the re-locatable camhelped to provide effective management of traffic enforcemeborough

at short notice wroad safety.

CCTV Mobile Vans

The CCTV Mobile vans have been f management of traffic enforcemencameras. The cameras have helped to ensure road safety.

Parking Enforcement Contract Review

condensed them from 35 to 16. These new measures alsowhich have little impact on customer service and expand on thdo. Emphases onthese KPIs have underpinned this review from the beginning.

8.5 It is expected that changes brought about following the reviewwill improve the




• Quality digital images

• PCN quality

Automatic Number Plate Recognition System

poundedemove ahicle hasd usuallyf readingt a DVLA

icles in the country. This has increased theuthorised

ders whonumerous outstanding PCNs that have gone beyond the appeals

ther road

8.9 g correlations between untaxed vehicles and vehiclesthat are uninsured and not road worthy.

ve beenthe CEOny of theturn very

kly to their vehicles. Some of these drivers resort to threatening or

issue aenforce.

r vehicles

ses in ation alsole to find

parking nearer their business) or road safety issues (e.g. obstruction topedestrians and other road users on narrow roads). We have taken aproactive approach to tackle the issues by involving partner agencies.

Feedback from all parties after an operation has ensured that theoperations deliver objectives set by all involved. We have used this

feedback to progressively improve on the approach and planning of

8.7 Since April 2006 the London Borough of Hackney has imuntaxed vehicles on the behalf of the DVLA. In order to r vehicle that is untaxed the LBH officer must notice that the vean expired tax disc or no disc at all. This is done manually anproactively. ANPR provided an automatic solution capable onumber plates within 0.3 seconds and checking them againsdatabase of all untaxed vehrate at which the vehicles on the borough’s roads could be a

for and subsequently impounded.

8.8 This system is also utilised in the pursuit of persistent evahavestages. The adoption of this technology greatly helps in the effort toenforce on motorists who appear to have a disregard for ousers.

There are stron

Hotspot operation

8.10 We have been monitoring locations where civil CEOs hahaving difficulty enforcing on illegally parked vehicles. Whenis spotted approaching the area or is seen making notes of avehicles the lookout driver calls out other drivers’ who requicaggressive behaviour to prevent the CEOs from enforcing. When theCEO continues to ignore the drivers’ demands and starts toticket the drivers all drive away before the CEO is able toOnce the CEO leaves the location these drivers move theiback.

8.11 Most of the drivers of these vehicles work with local businesprofessional capacity. These vehicles parked in contravencause problems for other road users (e.g. permit holders unab




subsequent operations. The process has become mucstreamlined and we have also r

h moreeduced the ‘hotspot’ list since we

started working with our partner agencies

Badgee Badge

directlyitially on

sly on theparking

adge as

the 2008 Cabinet report it was estimated that as many as 1000urring on

ets every day.

. m officers

are an0 offences awaiting court dates which will likely be

found guilty and increase the total number of offences to 44

n

for t blue badge and companion badge

offences in year one and this 100% success continued into year twot 2010. The fantastic success rate of 100% exceeded the

cabinet’s expectations of achieving a success rate of 85% in year one

daptableeffective

service and accurately monitor the performance of CEOs it wasessential to use radios with GPS tracking facilities.

6 Live use of the new ‘Neo Nytro’ radios was adopted from 14thSeptember 2009. It is expected that there will be a positive impact on

the Parking Enforcement Contract in terms of street coverage and

Blue Badge Fraud Team

8.12 The 2008 Blue Badge Fraud Enforcement and CompanionReview Cabinet report allowed for the setting up of a BluFraud Team. They are responsible for investigating andtackling Blue Badge and Companion Badge fraud, they are ina two-year pilot scheme. With the price of parking continuourise, the congestion charge zone and increasing levels of controls in the Borough criminals are likely to regard the Blue B

increasingly lucrative and an alternative option to gain free parking. In

instances of Blue Badge misuse and abuse could be occHackney stre

8 13 Due to the consistent hard work of the Blue Badge Fraud Teathere have been:

• 34 successfully prosecuted offences and there isoutstanding 1

successfully prosecuted offences. • There are also 16 offences handled by verbal and writte

warnings to date.

8.14 The Blue Badge Fraud Team had a success rate of 100%successful prosecutions agains

until Augus

and 95% in year two.

Digital Radios

8.15 The specifications of the old radios used by CEOs were not ato new technology in the market. In order to provide an

8.1




deployment of CEOs. This will also effectively monitor the safety of itsstaff.

Car pound

ws Roady 2010.be morebenefits.

e, permitncil’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.

)

orough’sing from

th of theh varyingresidentsng Zone,

ationalhours. The design changes were later implemented in November 2009.

8.19 acement area was also consulted todetermine whether the zone can be extended to include additional

8.20 Controlled Parking Zone (CPZ) J was introduced in 2003 with the firstextension following two years later in 2005. Following a preliminarysurvey in 2006, which found a majority in favour of the London Fieldsuncontrolled area joining the CPZ, the formal Stage 1 consultation wasconducted in spring 2008 and resulted in Council approval toimplement parking controls.

8.17 The London Borough of Hackney has secured a site in Andrefor the car pound the move will be taking place in MaEstablishing a new base in the borough was considered tocost-effective whilst bringing other operational and serviceThe IT infrastructure was newly installed and will, therefor better use of the Cou

Controlled Parking Zones (CPZ

Review of CPZ D (North, Central, South)

8.18 In mid-2009 Parking Services successfully reviewed the Blargest parking Zone - Controlled Parking Zone D. Extend

Downs Road in the North to Regents Canal in the Souborough. The zone is split into three separate ‘sub-zones’ witoperational hours. During the 8 week public consultation, alland businesses were consulted on the design of the parkiincluding the different types of parking bays and the CPZ oper

As part of this review, a displ

roads.

Extension of Zone J (Queensbridge)




8.21 Following an extensive consultation with the residents and buin the area and support from local w

sinessesard members, the Zone J

incominginesses inrough the

nd hasnce for local residents and business.

008 as aessment

atter also

se after

fter theess in the

in theParking

controls;create a

area.

ent areamerton). The consultation

indicated majority support from local residents in several roads to thePZ. A second consultation took place with

affected residents in August 2009 about the design of new restrictions,

nts andy parking

affectedal match day controls

were consulted on the match day operating times and their generalsatisfaction with the scheme so far. Several changes resulted from thereview, 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.

extension was implemented in September 2009.

8.22 As the main cause of parking stress in this area was due tobusiness-related vehicles, either commuters or visitors to busadjacent Zone D, the implementation of parking restrictions thCPZ scheme has aided in reducing the levels of parking stress aimproved the parking experie

Extension of Zone N (Homerton) 8.23 Controlled Parking Zone (CPZ) N was implemented in May 2

result of previous public consultation and a technical assindicating high levels of parking stress in the area. The l

showed that the streets immediately outside the new Zone N alsosuffered a degree of parking stress, which was likely to increathe introduction of nearby parking controls.

8.24 A second technical assessment carried out in 2008 aimplementation of Zone N indicated that, although parking str CPZ itself has reduced considerably, parking stressdisplacement area beyond the boundary had increased.Services therefore re-consulted residents and businesses in this areato provide them with a second opportunity to join the parkingmajority preference at street level, along with the need to

logical boundary, led to the identification of this new extension

8.25 In January 2009, Parking Services consulted the displacemoutside of Controlled Parking Zone N (Ho

north of the current C

before controls were introduced in February 2010.

Match Day Scheme Review 8.26 Parking Services made a commitment to local reside

businesses to carry out a 12 month review of the Match dascheme. This took place in October 2009. During the reviewresidents and businesses covered by the addition




Parking Suspensions

8.27 New suspension charges were designed to minimise disrupermit holders and visitors by discouraging long-term par those parking in a high number of bays within in a single strerestricting use of those bays to our residents or business

ptions toking andet, hence

es. Tariffshave been raised in CPZs with high volumes of permit holders and withthe greatest demand for parking suspensions.

d display

wer withweather.

to take payment via chip and pinth of thelsewhere

8.30 es two different types of machines: Cale Briparcmodels such as the DG4 have now been phased

se to thereviewed

in theil’s promise of a two year freeze.

8.32 inimised changes to pay and display tariffs ensure users are offereda stable pricing plan and that the cost of machine reprogramming isreduced. The Council’s previous ‘Pay and Display’ pricing review wasin 2001.

Pay and Display

Fleet Replacement Programme

8.28 The Council has continued to modernise its fleet of pay anmachines. During 2009/10 the last machines were removed frommains power. All machines are now powered by solar pobatteries used as back ups in the event of prolonged overcast

8.29 36 machines now have the capacitytechnology. These machines are located mostly in the souborough nearer the city where parking tariffs are higher than e

in Hackney.

The Council now usand Parkeon. Older out through the Council’s fleet replacement program.

Pay and Display Tariffs

8.31 Pay and display tariffs remained frozen this year in responneeds of road users in the tough financial climate. Tariffs are

once a year. 2010/11 will be the second year prices will remasame in keeping with the Counc

M




New Policies & Schemes 2009/10

cial careim of the

health and social care in the home were fit-for-purpose. The changes

d as the

mmunity

0 to better

reflectit was launched in 2004. The prices now

e withuality and

hours tos.

• The HaSC was previously administered by the organisation usingthe permit. Hackney’s Parking Services now review all applications

ly workers meeting the eligibility

parking isrmits andones and

onsiderate and dangerous parking.

8.35 eed in 2005 has elapsed and a new one has beenng policies for the period 2010-2015.

The draft PEP has over 70 pages of information on Hackney’s parking

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

Health and Social Care Review

8.33 In August 2009 Hackney revised the permits for health and soproviders, following consultation the previous autumn. The areview was to ensure that the permits for doctors and providers of

include:

• The Essential Community Workers’ Permit was renameHealth & Social Care permit (HaSC). The permit is only available toorganisations delivering health and social care in the coand the new name better reflects its use.

• The annual price of the Doctor’s Permit was set at £20reflect the permissions offered by the permit.

• The annual price of the HaSC was increased to £120 toinflation since the permvary according to fuel type and engine size in accordancother Hackney permits. This helps to improve local air qfight against climate change.

• The price of the HaSC voucher was set at £2.40 for threebetter represent the value of the parking privileges it offer

directly in order to restrict use to oncriteria.

Parking & Enforcement Plan Consultation

8.34 Hackney’s Parking and Enforcement Plan (PEP) guides howmanaged in the Borough, covering topics such as parking pevouchers, consultation, disabled parking, controlled parking zenforcement against inc

The first PEP, agr developed to set Hackney’s parki

policies. Here is a summary.




• Maintaining traffic flow and road safety• Supporting the delivery of the 2012 Olympic and Paralympic

ow other ing at

uring the lifespan of the current PEP.

other

breakings (PCNs)

CN that

provedwhether to

cessyou to

cy on suspending parking enforcement for major religious festivals.

review in the

nding the use of Civil Enforcement Officers to tackle other

priority listillr the

• Pricing and allocation of parking permits, vouchers and pay &display and how this impacts on trade

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

Games• Improving local air quality and reducing carbon dioxide emissions.

8.37 To help us develop our PEP, we have been looking at hcouncils manage similar parking issues. We have also been lookthe feedback we’ve received dBased on our findings, we want to:

• Expand our Blue Badge fraud work to tackle misuse of permits.

• No longer let motorists to drive away if they are caughtparking rules. We will be issuing penalty charge noticethrough the post.

• Publish our policy on when our officers might cancel a Pyou contest.

• Expand our CCTV operation. CCTV enforcement haspopular as it provides the evidence you need to decidepay for or appeal against a ticket.

• Make the Controlled Parking Zone (CPZ) consultation prosimpler and change how often we hold reviews. We wanthave your say on changes and also do this in the most cost-effective way.

• Publish a clear poli

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

• How we link permit prices to vehicle emissions• Expa

issues such as fly-tipping and graffiti• The inclusion of car clubs in our • The 2012 Olympic and Paralympic Games: what measures w

need to put in place to support parking needs during and afte

Games




Consultation Process

to Friday

er week).ther key stakeholders

were asked to comment on the policies in the draft PEP.

roduced,the key

lic. Thempleted

n-residential

stakeholders. The questionnaire was available on the HackneyWebsite, at 2 Hillman Street, and from the Hackney Contact Centre.

ouncillorstion packg letter.

erest in one or more PEP policies, the covering letter was customised for them. The

Parking Services attended thewer questions:

shows in town centres – Hackney, Shoreditch, Stoke

• The Disability Backup Forum, 18 February;

=697&T

8.40 The consultation ran for eight weeks (from Friday 29 January

26 March 2010, although responses were accepted for a furthDuring this period residents, businesses and o

8.41 Questionnaires – A short (A4, four-page) leaflet was pcontaining a summary of the PEP and asking questions ondraft policies most likely to be of concern to the pubquestionnaire could be returned via freepost return, or coonline. A business supplement was included for no

8.42 Consultation pack – On the first day of the consultation, cand other key stakeholders were sent an electronic consultacontaining a copy of the draft PEP, a leaflet and a coverinWhere the stakeholder was likely to have specific int

pack was distributed at public events, available at receptions and

libraries, and posted on the Hackney website.

8.43 Public meetings and road shows –following events to promote the consultation and ans

• RoadNewington and Dalston

• The Living in Hackney Scrutiny Commission, 10 February,

(http://mginternet.hackney.gov.uk/mgConvert2PDF.aspx?ID=1); and

• The launch of the Hackney Enterprise Network, 17 February.

dition of Hackney Today and press releases were sent to local papers, resultingin articles being included in the Gazette and two Turkish communitynewspapers.

8.45 Hackney website –The PEP page on the Hackney website

(http://www.hackney.gov.uk/pep) was used to describe the process,

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




provide copies of the consultation documents, advertise puband encourage the reader to respond online. The front pawebsite was used to a

lic eventsge of the

dvertise the consultation, as was an issue of the

d obtain

10.

ject Officers made shortvisits to markets to Ridley Road and Hoxton Markets, to consult onwhether there was a need to create a Markets Permit.

Overview of Improvements to Customer Services

is better

parking system at the beginning of thisg online

xpanding

ew their resident’s permits via and

sed and

e. We are

machinesPay and

acceptinge also exploring the

only easy access for customers to reach via public transportand it is within the London borough of Hackney.

• We are using the number plate recognition software to identifyvehicles without current tax and remove these vehicles tooverall make Hackney safer.

internal staff news bulletin.

8.46 Door-knocking – A contractor was procured to visit anfeedback from 1,000 residential and business properties, randomlyselected from all wards in Hackney, in February and March 20

8.47 Market Visits – Market Inspectors and Pro

8.48 We are continuously looking for ways to deliver services thatvalue for money to borough’s residents and visitors.

• We introduced a newfinancial year. The new system is already providinservices and we are exploring more options for eParking Services portfolio.

• Residents can now renadditional purchasing stream via the web. We also looking intomaking visitor vouchers to be able to be purcharenewed online. That saves queuing time and customers cando it at their own convenience.

• We are currently allowing customers to pay PCN onlinlooking at the option to challenge PCN online.

• We introduced solar powered Pay and Displayreplacing the pervious mains powered machines.

Display machines now provide more payment optionsdebit and credit cards. Parking services ar payment option via mobile phone.

• Car pound was relocated to inside Hackney and that gives not




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

oduced a Blue Badge Fraud Team to tackle

residents.ed the need and demand to extend

apply for rently working on introducing

nting the

ign was introduced in council as it makesmore clearer communications with motorists. See figure 8.1below.

• The council has intr

a misuse of Blue badge.

• We are improving the consultation methods with localAs a result of this highlightzones J and N.

• We are improving the methods that customers cansuspensions. They are cur methods to apply online for suspensions. Complimeexisting methods of applying for one.

• New suspension s

Old sign New Sign

Fig 8.1 – Suspension Signs,2009/10




19 What’s coming up in 2010/1

9.1 We are looking to continuously improve our services to you. In 2009/10we have budgeted for the following changes:

Parking Enforcement Initiatives

n sectione process of revising its PEP for the period 2010-

inet bylled out

9.3 You can find copies of the current and draft PEPs atckney.gov.uk/pep.

ing Service in Hackney to meet thell face and to provide the

quality services that our residents and businesses expect. We areimprove ways of

re include:

ssing software and other specialist parking

• Parking enforcement contracts

• Management of off- and on-street furniture

• CCTV

• Car pounds

• Cash collection.


9.2 Following on from the consultation in early 2010 (described i8), Hackney is in th15. The new PEP is due to be considered by Hackney’s CabDecember 2010. The policies in the new PEP will then be roover the next five years.

http://www.ha

Shared Services

9.4 We are currently reviewing our Parkcurrent and future financial challenges we a

hoping to start joint working between authorities toworking and reduce costs.

9.5 Some of the areas we are looking to explo

• Notice proceIT systems




9.6 We will be setting up forums with neighbouring boroughs to dioppo

scuss thertunities and see how we can produce a high quality, low cost

service.

Ambassadorial Role (PEC)

ParkingThe PECr a widethe newheme toxpanded

rs for the Council. The scheme is part

iour and

wing theive and effective in dealing with

and coordinating action around antiwill coordinate work with a number

ents which Include:

ety

• Environmental Enforcement and Pollution Control

9.9 The Pilot will test the adoption of ambassadorial elements in a discreteefined periods of time.

tions from the

How quickly observations are passed onto the appropriateCouncil service/team

• Whether the Council is subsequently able to deliver the servicemore effectively

• The impact on PCN issue rate

• The increase, or otherwise, in other services case load

9.7 Parking Services is embarking on the procurements of a newEnforcement Contract (PEC) which will be warded in 2011.will incorporate additional elements to help the Council deliverange of services more seamlessly. As part of developingPEC, the council is conducting the Ambassadorial pilot scassess if the role Civil Enforcement Officers (CEOs) can be eto act as additional eyes and ea

of the Councils wider initiative to reduce anti social behavimprove the street scene environment.

9.8 The scheme will promote cross departmental working alloCouncil to be much more responsreporting and fixing street defects

pilot Schemesocial behaviour. Theartmof our internal dep

• Parking & Markets/Street Trading

• Community Saf

• Street scene

• Licensing

• Waste Operations

• Waste Strategy and Recycling

area, for example all or part of a CPZ, for dCEOs will be asked to separately record their observa

ropriate group of iteapp ms but in every other way continue in their duties as normal. The analysis will look at:

• The effectiveness of the reporting mechanisms

•




9.10 The Council is in the early stages of the pilot scheme. Initialindicates encouraging signs that CEOs are working effeidentify additional street defects, street hazards, graffiti andthe borough. The information is being reported back to our c

in the relevant departments to ensure that information is usecorrection action on the ground swiftly. The Council will knpilot scheme is a success towards the end of 2010. It is propoall outcomes from the Ambassador Pilot will be presenteCouncil’

feedbackctively towaste in

olleagues

d to takeow if thesed that

d to thes Seamless Public Realm Board. This body will be responsible

for recommending which ambassadorial elements are included in the

cils mosttude andibuting toed as theity based

f the first of its kind introduced in the UK. Thercement

ndards of

cementve day of es. The

evelop ahe future. The Council will use its past

experience, exploration and testing of the enforcement market andof the

alued toe largest

d serviceents to

tandards for the life of the contract. Thenew PEC will incorporate additional elements to help the Councildeliver a wide range of services more seamlessly, such as reportingstreet defects and hazards, graffiti and anti social behaviour anddumping of illegal waste. CEOs will form a key part of the Councilsinformation gathering, promoting intelligence sharing and helping tocoordinate enforcement activities.

new PEC.

New Parking Enforcement Contract

9.11 The Parking Enforcement Contract is one of the Counprominent contracts in terms of public visibility and magnifundamental to keeping traffic moving in Hackney and contr making roads safe. Hackney PEC, which is now recommendbest practice by the British Parking Association, is a qualagreement and one oPEC is currently being managed in partnership with our enfocontractor, APCOA to maintain and continually drive high stacustomer service delivery.

9.12 The current contract manages approximately 36 Civil Enfor Officers working on-street and on housing estates on any githe week, a car pound facility and two mobile CCTV vehiclexisting PEC contract will expire in 2012.

9.13 The Council has commenced its procurement strategy to dnew and improved PEC for t

best practices to identify building on the past successesenforcement contact. The estimated value of the new PEC is vbe £39M over the next 10 years. This constitutes as one of th

single contracts within the Council.

9.14 The new PEC will still be focused on delivering a quality baseand incorporate strong contract management agreemcontinuously drive service s




Partners in Parking (PiP)

on Local

umber of ers andalue for

ur membership to PiP was approved in Oct 2007.

9.16

t for London (TfL)

tminster

en

gton

gton & Chelsea

ield

mond

• Croydon

achinesnt it wasannually

through theeconomies of scale open to consortia, the PiP will also be able to

customer that PiP

ould provide the Council with the opportunity to achievet practice.

9.18 ment of P&Duse of the

• Hackney gained a central role in the procurement, helpingensure our interests are featured in the documentation

• An opportunity to network and build partnerships with other London Local Authorities participating in the procurement andPiP

• Raise the profile of the Borough as a significant PiP Partner

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

Authorities and TfL in April 2007. PiP collaborates on a nstrategic and procurement projects that affect the way Londoncity visitors pay for their parking. PiP procurements delivers vmoney savings to its partners in accordance with Gershon’srecommendations. O

The current members are:

• Transpor

• City of Wes

• LB Camd

• City of London• LB Islin

• LB Lambeth

• RB Kensin

• LB Enf

• LB Rich

• LB Hackney

• Havering

• Tower Hamlets

9.17 We first became aware of PiP during the pay and display mprocurement process. Following a comprehensive assessmeestimated that PiP membership would save the Council £42kon machines alone. As well as achieving saving

encourage suppliers continue to focus on delivering continualservice improvements. Parking Service therefore feltmembership wbest value and to promote, share and jointly develop bes

In 2009 PiP members asked us to lead on the re-procuremachine. We chose to take up this opportunity becafollowing benefits:




• An opportunity to access funding from the PiP management

ccess to our machines supplier’s higher

opose other consortia initiative – e.g. machine

consistent parking service across London and particularly share ideas

e/abuse

• Working with bailiffs

ellbeingook part in

this study which we later part funded. The study looked at CEOs’tending to look at the Stationery

tationary Contract is primarily mail processing.

initiatives designed to deliver improved access to services for our n Projectapplyingparking

rvices inHackney

s to encourage more residents to use our online, postal andtelephone services which provide a quick and efficient customer

achievevalue for

money, and meet the Central Government targets for local authoritiesto ensure services which can be transacted electronically are availableonline.

9.23 The resident permit online service was officially launched in late

February 2010. This web service offers customer the ability to apply for

budget to cover our resource commitment

• Possible improved aechelons of management

• Opportunity to pr installation services

9.19 PiP have also engaged in a number of initiative to help deliver a more

about

• Tackling fraud & persistent evaders

• Policy harmonisation

• Disabled parking and blue badge us

• Managing parking enforcement contractors

9.20 Since joining PiP, we have taken part in the Work and WStudy. We and our parking enforcement contractor both t

occupational health. We are also incontract in 2010. The S

Customer Initiatives

Channel Migration

9.21 Over the past year, Parking Services has been developing a number of

customers. One such initiative has been the Channel Migratiowhich has been focused on delivering web based services for for parking permits, resident visitor vouchers and submittingrepresentations.

9.22 The Council is scheduled to go live with a number of online se2010. By promoting online council service improvements,hope

experience. The new web services will also help Hackneyefficiency savings, reduce avoidable contact, demonstrate




and renew their resident permits without visiting the cashieFrom March to August 2010, over 1000 customers had usedservices to purchase their resident permits, which accountedof all permit applications. According to the feedbacks, 82.5

customers found the online service easy to use, and 77%customers be

r’s office.the onlinefor 3.5%% of the

of thelieved this is a more convenient way of purchasing

nting twoatures of le to pay

photographs of their contraventions via the web service. A review of the website will take

feedback from customers.

policy toan one car, more, was agreed in

nefits bydelayed

s 50% of /11. The

umulative (for example, it would apply twice to acharging

not counthe surcharge will not depend on the

vehicle’s engine size.

6.1 relates policy and ‘green’rging, base 2010 e

resident permits.

9.24 Parking and Market Services is in the process of implemeother online services by winter 2010. This includes the fepurchasing visitor vouchers online. Also customers will be aband appeal a penalty charge notice, and view

place in early 2011 to consider

Multiple Car Households Initiative

9.25 In order to encourage families to reconsider their car use, acharge households with more thJanuary 2007. Although this scheme has environmental bereducing car use, the implementation of this policy has beenuntil 2011 due to the economic downturn.

9.26 The surcharge for a household’s second vehicle will be set athe standard residential permit price – which is £46 in 2010

charge will be chousehold’s third permit at an additional cost of £92) but for purposes, permits for ‘green’ fuel and electric vehicles willtowards the household’s total. T

9.27 The tableha

the price of a permit under thisc d on /11 pric s.

P its p ouse * (Chargerm er h hold e in £)

BandEngine Size(cc)

First Second Third Fourth Subsequent

0 vehicle“greenest

s 0 0 0 0”

0

1a “greener” fuel 46 46 46 46 46

1b under 120 2300 46 92 138 184

2 1200 to 2000 92 138 184 230 276

3 2001 to 3000 138 184 230 276 322

4 3001 to 4000 184 230 276 322 368

5 4001 plus 230 276 322 368 414

Table 6.1: Multiple Car Households: permit prices including surcharges




* Not including ‘‘greener’’ and elect reen’ vehiclethen there will be no surcharge for the second permit.

Controlled Parking Zones Developments

Hackney Wick (Olympic area) Hackneyon localOlympicons areOlympic

nts andprinciple’design of

pported by the majority of residents. The consultation is planned to begin in mid July and will

arliest parking controls could beintroduced, if supported, would be November 2010.

9.29 In response to the continued impact of displacement parking, Parkingulting several additional roads in the northern

reaches of the CPZ. The extension of the CPZ is planned tocommence in September 2010.

e, affected stakeholdersin Controlled Parking Zone F (Hoxton) were consulted in April 2010 to

re meeting their needs. Results of the consultation are currently being analysed before being released tothe public in September 2010. Implementation of the CPZ designchanges are planned for November of the same year.

Extension of Zone D (Hackney Central)

ric vehicles. For example, if the first vehicle is a ‘g

9.28 Preparation is underway for the consultation on a new CPZ inWick to help reduce the impact of the 2012 Olympic Gamesresidents. The Council has been working closely with theDelivery Authority (ODA) to help ensure parking conditicarefully managed in the area leading up to and during theGames. During the 6 week consultation, local residebusinesses in the area will be asked for their views on the ‘inintroduction of a CPZ as well as their views on the proposedthe CPZ - which would be introduced if su

close in late August 2010. The e

Further extension to Zone N (Homerton)

Services have cons

Zone F review (Hoxton)

9.30 As part of the ongoing CPZ review programm

identify whether the restrictions we




9.31 In conjunction with the review of Zone D which was held in 2residents and businesses in a wider ‘displacement’ area outsizone were also consulted on the proposed introduction ocontrols. As a result of this consultation, majority support was

from local residents in several roads in the Hackney CenParking Services are currently consulting with affected residethe design of

009, localde of thef parkingreceived

tral area.nts about

the new parking controls with implementation planned for September 2010.

lace, thein 2011.

play baysansactions for parking provision without having to use a pay

and display machines. This permits a reduction in spending on newpay and display machines whilst offering the customer more choiceand flexibility.

Pay and Display

Pay by Phone Trial

9.32 Having conducted an extensive investigation into the marketpCouncil intends to begin a trial of pay by phone technologyPay by Phone allows users of shared use bays and pay & disto make tr

lb hackney annual report 200910

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