Parking permits renewal reminders not getting through?
A resident recently told me that they had not received a reminder email from the council to renew their parking permits. And they only found out when they were hit with several fines, totalling £400.
This isn’t the first time I’ve looked into this issue, however I submitted a Member Enquiry with low expectations of any breakthrough.
Here is the team leader’s response:
“Thank you for your enquiry regarding the reminder notices for on-street parking permit renewals.
We are aware of this issue; however, such occurrences are extremely rare. Over the current year, only two cases have been reported. As soon as we are made aware of a potential issue, we log a call with our IT team, who actively investigate to identify the root cause. It is important to note that there could be a number of reasons for this, such as a minor system glitch or an issue with the customer’s browser.
We have a daily report on the number of reminders sent. Following discussions with our IT team, they are now exploring whether it is possible to reconcile this report with the number of reminders that were successfully and unsuccessfully delivered.
In the meantime, as outlined in the Resident Permit Terms and Conditions, the responsibility for renewing a permit remains with the permit holder. Specifically, clause 10.2 states:
‘You must manage your permit through your online account, including changing your vehicle, cancelling or renewing your permit.’
‘It is solely your responsibility to renew your permit and avoid any Penalty Charge Notices, even if you do not receive a reminder notice.’
Furthermore, clause 3.7 of the same document states:
‘You must manage your permit through your online account, including changing your vehicle, cancelling or renewing your permit.’
We fully appreciate the inconvenience this issue may be causing some customers, and we will follow up with our supplier once again to explore whether there is anything further, they can do to resolve the matter. However, if no resolution is possible, I regret to advise that the responsibility will remain with the permit holder, as previously outlined.
I hope this clarifies the matter. Should you require any further information, please do not hesitate to contact us.“
I have followed up with the team, asking whether they can check their daily reports for the reminder which was supposed to have gone to my resident.
Please contact me if you are having similar issues and I’m more than happy to follow up on your behalf.
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