Enfield Council

Annual Parking
and Enforcement
Report 2009-2010

1
 Contents

Page

Introduction 3

Key achievements 5

Parking Enforcement 6

British Parking Awards/Blue Badge 8

Fraud Investigation

Car Park Refurbishment 9

Car Parks 11

CCTV 12

Body cams 12

New website 12

Shared Services 13

Brown Badge Scheme 13

Customer Survey 13

Mystery Shopping Exercise 14

Freedom of Information Act requests 14

Contravention Code issues 2009/10 17

Contravention Code descriptions 18

Enfield Parking Charter 21

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 Annual Parking and Enforcement Report 2009/2010

Introduction

This is Enfield‟s second annual parking report. The Traffic Management Act
2004 part 6, which was introduced on 31st March 2008 and makes it a local
authority requirement to produce a report from 2009.

The Council has to balance the various types of motorist‟s demands.

Residential, business and shopping parking all compete for parking space,
especially around shopping areas and train stations. This report sets out the
parking and related activities undertaken by Enfield in 2009-10.

Overview

Enfield is one of the largest London Boroughs, occupying 30 square miles

of outer north London between the A406 North Circular Road and the M25
motorway. However we face major challenges. These include significant
levels of social deprivation, environmental concerns, a rapidly growing
population with broadening diversity and increasing demands on the
borough‟s infrastructure and services. Enfield is an area of contrasts
between the relatively affluent west and pockets of extreme deprivation
particularly in the east, including wards in Edmonton and Ponders End. We
have a growing and changing population. Our 285,000 residents now
include an ethnic minority population of almost 40%, (up almost 10% in the
last 10 years), including 13% of „white other‟ residents. 62% of the pupils at
our schools are from ethnic minorities. Tackling social disadvantage,
promoting social cohesion and ensuring that all of Enfield‟s services reflect
the diverse needs of our changing communities are important themes
running through Enfield‟s approach to community leadership.

Enfield achieved 4-star status under the CPA assessment system. Five of
the 27 key performance indicators that contributed to the Environment
Block score relate to transport, three of which fell with the upper threshold
and two in the medium threshold.

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Enfield‟s LAA „Every child really does matter‟ ended in March 2009 and
significant improvements made in a number of areas, including road safety,
and are on track to receive almost £7m in Performance Reward Grant.

The Place Survey has shown that two of the top four things that people in
Enfield wanted to see improved related to transport: the condition of roads
and pavements and levels of traffic congestion.

We are committed to working in partnership with our North London

neighbours and all other agencies involved in the provision of transport
services and recognise the joint role that we have to play in delivering
sustainable, targeted growth. We want to see a sustainable London with
thriving town centres across the city, strong communities and the
opportunity to gain jobs locally through effective economic development
and improved access to employment.

Transport is a fundamental issue in everyone‟s life and therefore the

Council has to address how it affects not only those who live in the
Borough but those who come here to work, be educated, shop and for
leisure, as well as those who travel through. The way in which people travel
also affects their own health and the health of others by impacting upon our
environment. There is a need to plan all Enfield‟s transport requirements
through the Council‟s policy of providing a high level of accessibility for both
individuals and goods, in so far as this is consistent with the safety of the
individual and the maintenance of a satisfactory local environment.

We take a strategic approach to transport and take full account of the

borough‟s position in the London-Stansted-Cambridge Corridor. We have
to balance our work against the challenges of major roads and rail running
through the borough, and regional policies which can run counter to local
priorities. Enfield is the lead on the North London Transport Forum, and is
working well with partners to ensure that transport links support and
promote the business and leisure needs of the borough. We recognise the
importance of transport in addressing health, environmental and social
inclusion agendas.

Transport objectives for Enfield, to reflect the changes in national, regional

and local priorities, are now embedded in the Council‟s improvement plan
and performance management framework. We have framed our transport
priorities to enhance our work in these areas, in line with the Community
Strategy and our Corporate Strategy. The Council is continuing to address
transport issues at a strategic level through the development of its Local
Implementation Plan. Active officer and member engagement with
neighbouring authorities keeps transport issues at the heart of our
sustainable communities activity.

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Key Achievements

We have achieved much during the past year, but some of the highlights
are summarised below:

We have been one of the best performing London borough in terms

parking appeals, with 67% of appeals found in favour of the Council.

We have invested approximately £2m in transforming an ageing multi-

storey car park in Enfield Town, with only minimum disruption to the
public.

We have developed a Parking Charter setting out our commitment to

the public to implement a fair and consistent parking enforcement
regime.

We have introduced an innovative „Brown Badge‟ scheme to assist

elderly residents find convenient spaces in all our car parks

We have introduced cashless payments in car parks across the

Borough together with VMS signage

We have further improved the Council‟s casualty reduction record and

now have the lowest figures for casualties on the Borough‟s roads for
over 40 years. We are on track to meet or exceed all of the casualty
reduction targets by the end of 2010.

We have implemented a range of innovative road safety initiatives,

including (for a second year) Safe Drive Stay Alive, which is a hard
hitting theatre in education project aimed at young drivers.

We implemented School Travel Plan in March 2010. These plans

succeeded in reducing single occupancy car use by 11.7% compared
to 2005, the third largest modal shift away from the car reported in
London. In large part this success has been due to Enfield‟s innovative
approach to School Travel Planning, inspiring children by working with
partners such as KISS FM.

In partnership with the Highways Agency and TfL, we have completed

a Strategic Transport Assessment to support the Council‟s emerging
LDF Core Strategy.

We have embedded and improved engagement with key stakeholders

though forums such as the Enfield Transport User Group, the Public
Transport Consultative Group and the Enfield Cycle Forum. In addition,
to help determine future policy, we are undertaking surveys to better
understand public views about traffic congestion and a range of other
traffic and parking issues.

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 We have made a substantial contribution to reforming the Local
Implementation Plan funding arrangements, having an integral role in
working with TfL to introduce and develop the new formula-based
funding.

We have made significant progress with an ambitious Streets for

People Area Based Scheme to radically improve a deprived housing
estate in the east of the Borough. Key to the success of the project has
been a successful consultation with the community living on the estate.

We have continued to work with the Brimsdown Freight Quality

Partnership to encourage best practice in environmentally sensitive,
economic, safe and efficient freight transport in the Brimsdown
Business Area, which is one of the main logistics centres in London..

£1.5m has been allocated over 3 years to improve the „gateways‟ into
Enfield and to „Greening the Hertford Road‟, which is a major traffic and
bus route in the east of the Borough. So far we have planted over 1000
trees across the Borough, 350 of which contributed to the „Greening of
Hertford Road‟. As part this project, we have undertaken innovative,
arts led consultation to engage with the local community (details of
which can be found at: http://www.growingroom.co.uk/index.htm).

Parking Enforcement

The Council‟s previous parking contract ended on 3 rd July 2010. The Council
started its tender process during 2009. After a thorough selection process,
the Council chose NSL as its contractor for the next 6 years starting on 4 th
July 2010 with an option for an extension of a further 4 years.

The service provided by the contractor includes:

The Council‟s Civil Enforcement Officers

Enforcement of on and off street parking restrictions.

Operation of a mobile CCTV vehicle

Vehicle removal operation

Management and 24 hours a day manning of the Council‟s car pound

and Lorry Park.

The issuing of residents and business permits and other types of

permits such as season tickets and dispensations

The processing of payments and CCTV Penalty Charge Notices

(PCNs)

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 The answering of pre-Notice to Owner correspondence relating to
PCNs issued by Civil Enforcement Officers

The daily opening and closing of Council owned car parks

24 hour parking shop and removal pound/lorry park

The Council is responsible for:

Answering all correspondence from PCN issue to debt recovery

(except pre-Notice to Owner appeals on PCNs issued by CEOs) and
first line correspondence in relation to PCNs issued by CCTV cameras.

Presentation of cases to the independent adjudication service, The

Parking and Traffic Appeals Service.

Debt recovery action of unpaid Penalty Charge Notices through the

Traffic Enforcement Centre at Northampton.

Instructing bailiffs to recover debts after obtaining warrants of

execution.

Maintenance of the Councils 8 free and 13 pay and display car parks.
These do not include 7 train station car parks located in the borough.

Maintaining parking payment machines.

Maintaining and renewing parking restrictions throughout the borough.

Replacing worn or missing parking signs.

Investigating parking related fraud (including disabled badges).

Providing information on the Council‟s web pages.

Providing parking information to residents and businesses

Setting Parking charges.

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British Parking Awards/Blue Badge Fraud Investigation

The Council received a “highly commended” at the British Parking Awards for
the work it continues to do to combat blue badge fraud. With its partners; the
Blue Badge Fraud initiative the police and the Council achieved the following
during 2009-10:

About 150 cases considered (July 2009 to March 2010) 168 on list however
some of these were historical information.

21 Joint operations with Police

90 Badges seized / recovered

49 Summonses issued (First court date 28 September so effectively a six

month window)

38 Convictions (This does not mean that 11 were lost. Some are awaiting
trial, warrants issued etc)

19 Caution letters

14 Warning letters

19 Vehicles removed

3 RIPA authorisations

15 PACE interviews arranged

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Car Park refurbishments

Four of the Council‟s Car Parks have received the British Parking Association
Park Mark award. They are: Crown Road, Minchenden Road, Lodge Drive
and Palace Gardens
The Park Mark® Safer Parking Scheme is an initiative of the Associations of
Chief Police Officers (ACPO/S) and is aimed at reducing both crime and the
fear of crime in parking facilities.

Palace Gardens Multi-Storey car park had a £1.7m refurbishment during

August and October 2009. The refurbishment included:

The refurbishment of the parking bays

Better lighting
Increased security with CCTV
Electric car charging points

Before

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After

Before

After

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Car Parks

The borough has the following car parks:

Pay and display car parks

Operating hours: Monday – Saturday, 7.30am - 6.30pm

Location of car park Number of Number of

spaces disabled bays
Church Lane Enfield 16 1
Eagle House High Street 42 3
Ponders End
Fairfield Road Edmonton 27 1
Genotin Road Enfield 123 7
Lion Road Edmonton N9 19 1
Little Park Gardens Enfield 99 2
Lodge Drive Palmers Green, 151 6
N13
Minchenden Car Park Southgate, N14 100 2
New River Loop Car Park Enfield 46 2
Palace Gardens Multi-Storey Enfield 583 20
Car Park
Raynham Road Car Park Edmonton N18 53 2
Sydney Road Car Park Enfield 68 1
Trafalgar Place Edmonton, N18 45 3

Free car parks

Location of car park Number of spaces

Hoe Lane 15
Turkey Street 34
Glyn Road 85
High Street (library) 30
High Street (Boundary 10
House)
The Bourne 20
Barrowell Green 35
Fords Grove 78

The Council has 1024 on-street pay and display spaces serviced by 195 pay
and display machines and also has its own lorry park and vehicle car pound.

The Council has a number of shopping areas in the borough including

Cockfosters, Edmonton, Enfield Town, Ponders End and Southgate.

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CCTV

Since 2003 the Council has used CCTV to enforce parking restrictions
including bus lane enforcement. At present there are 23 CCTV cameras
located in the borough. Parking Services also introduced the enforcement of
moving traffic contraventions in 2007. The aim is to prevent vehicles causing
traffic hazards and delays and jeopardising the safety of pedestrians. The
experience of using CCTV alongside traditional enforcement methods has
proved to be an excellent operational tool that compliments traditional
methods.

Body Cams

We are currently undergoing tests to assess the performance of „body cams‟.

These are video cameras will be worn by all Civil Enforcement Officers. The
aim of the „body cams‟ is to:

a. establish training requirements for Civil Enforcement Officers;

b. improve the quality of communication to motorists and the general public;

c. provide more details of parking contraventions, which will ensure fairness,

transparency and accountability in the appeals process and in dealing with
complaints;

d. provides evidence of physical assaults and verbal abuse on officers.

New website

The Council has introduced a new parking website which includes useful links
for the DVLA, London Councils and others. Customers will also be able to
send appeals, pay for Penalty Charge Notices, view parking contravention
photographs and video clips on-line. The new website address is:
https://parking.enfield.nslservers.co.uk

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Shared services

Enfield and Barnet Councils are exploring sharing pay and display
maintenance and collection services. This service will mean both boroughs
will achieve significant efficiency savings over the coming years.

Brown badge scheme

A brown badge scheme was introduced in the borough in the latter part of
2009. The free badges are for residents of the borough who are over 70 to
park in dedicated bays. A pay and display ticket should be still be bought.
The bays, 51 in total will be located in all Enfield Car Parks. Since its
introduction, the Council has issued over 1200 badges to residents.

Further details can be on the Council‟s website www.enfield.gov.uk or by

calling 020 8379 1000.

Customer survey

Parking Services issues 500 satisfaction cards to customers each month to

assess the service it provides. The form was redesigned towards the end of
2009 to include an equalities ethnicity questionnaire. The forms were sent out
again from April 2010.

The main findings from the questionnaire showed that if people were
generally satisfied with the service if the appeal was in their favour. However
if the Council enforced any appeal, the questionnaire showed a
dissatisfaction. Further analysis of the questionnaire will take place during the
next few months.

TOTAL TOTAL
MONTH SENT RECEIVED POSITIVE NEGATIVE

Jun-09 500 65 56 9

Jul-09 500 79 74 5

Aug-09 500 20 11 10

Sep-09 500 39 32 7

Oct-09 500 49 44 5

Nov-09 500 69 57 12

Dec-09 500 62 52 10

NONE UPDATING
Jan-10 SENT INFO
NONE UPDATING
Feb-10 SENT INFO
NONE UPDATING
Mar-10 SENT INFO

Apr-10 500 58 44 14

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Mystery Shopping

Enfield has been involved in a London wide mystery shopping exercise with
the London Partnership in parking group. This involved a number of
anonymous calls to other boroughs to test the level of knowledge and
customer service provided by each borough to its customers. This exercise
showed that the level of knowledge was good, it showed that we are looking
at customers needs

Freedom of Information Act responses

Every year the service receives Freedom of Information Act requests. Below
is a variety of different requests:

St Marks Road

1. The date upon which the current parking restrictions came into force on St
Marks Road EN1?

The London borough of Enfield took over parking enforcement from the
Metropolitan Police on 4th July 1994. The restrictions were already in
operation before this date.

2. How many Penalty Charge Notices have been issued to vehicles parked
within this restricted area on St Mars Road since the restrictions came into
force?

The Council changed its IT supplier in 2004 and as such we have no historical
data before this date. Between 4th July 2004-30th April 2010 the Council has
issued 1836 Penalty Charge Notices (PCNs) of which 836 were for the same
contravention as you received.

3. How many challenges and appeals have been made against these Penalty
Charge Notices and how many of these challenges and appeals have been
successful?

The Council does not record how many challenges it receives by street but I
can confirm that the Council has cancelled 157 PCNs between 4th July 2004
and 30th April 2010 in St Marks Road; two were successful appeals (and
subsequently cancelled) with the Independent Adjudicator.

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Footway Parking top 10 Roads (to December 2009)

Top ten roads for PCNs issued for footway parking:

2008 2009-Date
Hertford Road Hertford Road (CCTV) 289
383 Shaftsbury Road 266
Brimsdown Avenue 318 Brimsdown Avenue 250
Shaftsbury Road 290 The Bourne (CCTV) 248
Gloucester Road 281 Bury Street 220
Chase Side 255 Gloucester Road 208
The Bourne (CCTV) 255 Hertford Road (CCTV car) 202
Bury Street 179 Harbet Road 159
The Bourne 178 Harbet Road (CCTV car) 125
Windmill Hill (CCTV) 168 Ordnance Road 134
Hertford Road
152

You also requested details for Bolton Road N18 which had 8 PCNs issued in
2009 and 7 in 2008.

Penalty Charge Notices issued between 20.00-07.30 between September-

December 2009

Total Number of Penalty Charge Notices issued in Enfield between 1.9.09-

30.12.09 between 20.00-07.30:

2043

CCTV

1. CCTV camera locations

All CCTV camera locations for traffic enforcement can be found on the
Council‟s website at: http://www.enfield.gov.uk/info/471/roads-street_parking-
enforcement/108/cctv_for_parking_and_moving_traffic_contraventions/1 .

2. The cost of installing and administration of a CCTV camera for the purpose
of managing parking offences.

To install a CCTV camera costs £30,000.

Annual administration costs per camera are £9200

3. The reasons/justification for each of the existing CCTV cameras being in

place where they are.

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The Council considers each site and the justification/reason for each camera
and the need for any particular camera rests with the Council without recourse
to any outside consultation.-basically it is up to us where we put the camera
based upon operational need.

Parking Permits at the Warehouse, Park Road, London N14.

When the flats at the Warehouse were developed, part of the conditions for
building them were residents would not be included in any future residents
parking permit schemes.

Penalty Charge Notices issued in Chase Green EN2

Between 1.3.09-28.2.10 the Council issued 33 PCNs in Chase Green to 28

vehicles.

Bailiff Contract award

Enfield‟s contract award is for 3 years from the 1st April 2009 and can be
extended for a further 2 years. No formal contract existed prior to this tender
exercise. Work was referred based on an annual exchange of letters and
service level agreement based on the previous contract which had expired.

CCTV PCNs and income

£
CCTV Bus Lane 590 24,115.00

£
CCTV Static 25,318 1,116,278.30

CCTV Smart Car 9,553 433,062.12

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 Contravention code Penalty Charge Notice issues 2009-10
Higher Tariff Lower Tariff
Contravention On street Contravention Off Contravention On street Contravention Off
code Code Street code code Street
1 15917 87 171 5 4898 82 2491
2 16410 6 6315 83 2992
12 227 19 147
12r 5066 19l 7
12s 129 19r 853
12t 4 19s 173
12w 0 19x 0
12x 2 19z 0
16 1338 22 19
21 8 24 19
23 113 30 446
25 7810
26 740
27 2476
40 268
45 1516
46 1
47 2220
48 556
49 0
55 50
61 614
62 16112
99 1076
Total
PCNs
72653 171 12877 5483 91184

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 Contravention Codes
Not all Penalty Charge Notice contravention codes are used in Enfield

On-Street
Code Description Differential
level
01 Parked in a restricted street during prescribed hours Higher
02 Parked or loading/unloading in a restricted street where waiting and Higher
loading/unloading restrictions are in force
04 Parked in a meter bay when penalty time is indicated Lower
05 Parked after the expiry of paid for time Lower
06 Parked without clearly displaying a valid pay & display ticket or Lower
voucher
07 Parked with payment made to extend the stay beyond initial time Lower
08 Parked at an out-of-order meter during controlled hours Lower
09 Parked displaying multiple pay & display tickets where prohibited Lower
10 Parked without clearly displaying two**** valid pay and display Lower
tickets when required
11 Parked without payment of the parking charge Lower
12 Parked in a residents' or shared use parking place or zone without Higher
clearly displaying either a permit or voucher or pay and display
ticket issued for that place
13 - - - - RESERVED FOR TfL USE (LOW EMISSION ZONE) - - - - n/a
14 Parked in an electric vehicles’ charging place during restricted Higher
hours without charging
16 Parked in a permit space without displaying a valid permit Higher
17 - - - - RESERVED FOR TfL USE (CONGESTION CHARGING) - - - n/a
-
18 Using a vehicle in a parking place in connection with the sale or Higher
offering or exposing for sale of goods when prohibited
19 Parked in a residents' or shared use parking place or zone Lower
displaying an invalid permit, an invalid voucher or an invalid pay &
display ticket
20 Parked in a loading gap marked by a yellow line Higher
21 Parked in a suspended bay or space or part of bay or space Higher
22 Re-parked in the same parking place or zone within one hour* of Lower
leaving
23 Parked in a parking place or area not designated for that class of Higher
vehicle
24 Not parked correctly within the markings of the bay or space Lower
25 Parked in a loading place during restricted hours without loading Higher
26 Parked in a special enforcement area more than 50 cm from the Higher
edge of the carriageway and not within a designated parking place
27 Parked in a special enforcement area adjacent to a dropped Higher
footway
30 Parked for longer than permitted Lower

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 31 Entering and stopping in a box junction when prohibited n/a
32 Failing to drive in the direction shown by the arrow on a blue sign n/a
33 Using a route restricted to certain vehicles n/a
34 Being in a bus lane n/a
35 Parked in a disc parking place without clearly displaying a valid disc Lower
36 Parked in a disc parking place for longer than permitted Lower
37 Failing to comply with a give way to oncoming vehicles sign n/a
40 Parked in a designated disabled person’s parking place without Higher
displaying a valid disabled person’s badge in the prescribed manner
41 Parked in a parking place designated for diplomatic vehicles Higher
42 Parked in a parking place designated for police vehicles Higher
45 Parked on a taxi rank Higher
46 Stopped where prohibited (on a red route or clearway) Higher
47 Stopped on a restricted bus stop or stand Higher
48 Stopped in a restricted area outside a school when prohibited Higher
49 Parked wholly or partly on a cycle track or lane Higher
50 Failing to comply with a sign indicating a prohibited turn n/a
51 Failing to comply with a no entry sign n/a
52 Failing to comply with a sign indicating a prohibition on certain types n/a
of vehicle
53 Failing to comply with a sign indicating a restriction on vehicles n/a
entering a pedestrian zone
54 Failing to comply with a sign indicating a restriction on vehicles n/a
entering and waiting in a pedestrian zone
55 A commercial vehicle parked in a restricted street in contravention Higher
of the Overnight Waiting Ban
56 Parked in contravention of a commercial vehicle waiting restriction Higher
57 Parked in contravention of a coach ban Higher
58 Using a vehicle on a restricted street during prescribed hours n/a
without a valid permit
59 Using a vehicle on a restricted street during prescribed hours in n/a
breach of permit conditions
61 A heavy commercial vehicle wholly or partly parked on a footway, Higher
verge or land between two carriageways
62 Parked with one or more wheels on or over a footpath or any part of Higher
a road other than a carriageway
63 Parked with engine running where prohibited Lower
67 ---- RESERVED FOR VEHICLE EMISSIONS ---- n/a
68 ---- RESERVED FOR VEHICLE EMISSIONS ---- n/a
99 Stopped on a pedestrian crossing or crossing area marked by Higher
zigzags

Off-Street
70 Parked in a loading area during restricted hours without reasonable Off-street loading areas
excuse

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73 Parked without payment of the parking charge Off-street car parks
74 Using a vehicle in a parking place in connection with the sale or Off-street car parks
offering or exposing for sale of goods when prohibited
77 - - - RESERVED FOR DVLA USE - - -
80 Parked for longer than the maximum period permitted Off-street car parks
81 Parked in a restricted area in a car park Off-street car parks
82 Parked after the expiry of paid for time Off-street car parks
83 Parked in a car park without clearly displaying a valid pay & display Off-street car parks
ticket or voucher or parking clock
84 Parked with additional payment made to extend the stay beyond Off-street car parks
time first purchased
85 Parked in a permit bay without clearly displaying a valid permit Off-street car parks
86 Parked beyond the bay markings Off-street car parks
87 Parked in a designated disabled person’s parking place without Off-street car parks
displaying a valid disabled person’s badge in the prescribed manner
89 Vehicle parked exceeds maximum weight or height or length Off-street car parks
permitted in the area
90 Re-parked within one hour* of leaving a bay or space in a car park Off-street car parks
91 Parked in a car park or area not designated for that class of vehicle Off-street car parks
92 Parked causing an obstruction Off-street car parks
93 Parked in car park when closed Off-street car parks
94 Parked in a pay & display car park without clearly displaying two**** Off-street car parks
valid pay and display tickets when required
95 Parked in a parking place for a purpose other than the designated Off-street car parks
purpose for the parking place
96 Parked with engine running where prohibited Off-street car parks - this
contravention may occur in
certain coach bays.

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 Enfield Council Parking Charter

Introduction

This Parking Charter sets out the aims of the parking service and the performance
standards that we seek to achieve. You can expect us to meet these standards
whether you are a willing user or whether you have had to use our service, perhaps
because of a Penalty Charge Notice (PCN).

Enfield Council has a reputation for providing high-quality services and we are
committed to improving our services in order to control and manage parking fairly,
sensitively and effectively for everyone, both for the benefit of our users and for
people who do not use our services directly, such as pedestrians, children and those
travelling by public transport.

You may not even be fully aware of the benefits of our service, for example, we keep
the corners at road junctions clear of parked vehicles for the safety of other road
users and pedestrians, and we keep bus lanes clear to make bus journeys quicker.

As well as the Council's general standards (which can be found on our web site at
www.enfield.gov.uk) and the commitments set out in this charter, you can expect us
to be helpful, polite and efficient at all times.

Tell us when we have done something wrong or if we have performed a service well.
Please take the time to give us your views on this charter. We welcome your
comments.

1. Our Aims

The parking service aims to deliver a quality service in a responsive, cost-effective

and accountable manner.

To support this we have a range of broad values we follow.

We aim to -
make the service and information about the service accessible to all users

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 consult users and respond to their needs where possible
use all resources available to make us as efficient as possible
deal with all users honestly and fairly
treat complaints as opportunities to improve our service
ensure all staff are trained and developed to deliver the best customer care
share best practice with other providers to improve our service for users
Continue to adapt and create new ideas for service improvements.

2. Parking in Enfield

Finding a space to park presents challenges in some parts of the borough. We aim to
minimise congestion and to make sure that vehicles park only where it is safe for
them to do so. In order to reduce on street parking, the Council manages many car
parks throughout the borough (a list of these can be found on our web site
www.enfield.gov.uk) and we aim to control obstructive and dangerous on street
parking, for example:

on street corners where visibility can be affected and vehicles cannot turn
outside schools where children cross roads
on pavements where pedestrians have to walk round vehicles

Using parking controls is part of our overall transport strategy. We try -

to achieve a balance between competing demands for the roadside space in

the borough
manage the demands of people who use their own vehicles
make sure traffic flows safely and efficiently, and
give priority to people with disabilities, residents, businesses and visitors to
shops and local facilities

We enforce parking controls fairly and sensitively for the benefit of all members of the
local community, fully aware of the varying needs of drivers and others.

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

residents, businesses and visitors in line with our corporate policies.

We continually try to provide services in line with your needs and expectations so we
treat all complaints, comments and suggestions as opportunities to improve our
service. We have been careful to make sure that our standards reflect the need to
respond to your enquiries promptly, politely and as thoroughly as possible.

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Our commitment to you -

1. Whenever we are proposing new Controlled Parking Zones (CPZs), or

amendments to the existing parking arrangements in areas with controls, we
will consult all residents and businesses in the area concerned

2. When you telephone we aim to answer your call within five rings (about 15
seconds)

3. If you write to us (by letter or email), we will generally reply to you with a full
answer within ten working days.

Please note that there is a separate process for appealing against a

Penalty Charge Notice (PCN), which is explained in section 6.

Help us to help you –

1. Park only in designated parking bays

2. Check the signs on the bay in which you have parked to make sure you are
parked correctly (different rules may apply in different parts of the road)

3. If there is a yellow line, which appears to have no time-plate, please check

you are not parked in a CPZ where the times of operation are only required to
be displayed on zone entry and exit signs.

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4. Do not park on double yellow lines as these indicate a prohibition of waiting at
any time and do not require a time-plate unless there is a loading ban in
force.

5. If you drive children to school, do not park on the school „keep clear‟ zig zag
markings during term time (see signs for times)

6. If you are consulted on a proposal to introduce or change parking controls in

your area, please respond – your views are important to us.

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3. Parking Permits

We provide resident and business permits to those who live or run a business in any
of the CPZs in the borough. We also issue visitor parking cards that are valid for a full
or half day (dependent on the CPZ for which they are purchased) for visitors to use.
For further information, and to download application forms, visit our web-site at
www.enfield.gov.uk

Our commitment to you -

1. All residents and businesses meeting the conditions will be issued with a
parking permit if we receive an application form completed correctly, the proof
we need and full payment.
2. We will process postal permit applications within ten working days of
receiving all the details we need.
3. We accept a wide range of payment methods, including cash, cheques (with
a cheque guarantee card), debit cards (Switch and Delta) and credit cards
(MasterCard and Visa).
4. We will contact you if, for any reason, we cannot continue with your
application. We will explain what the problem is and how it can be resolved. If
you do not qualify for a permit, we will explain why.

Help us to help you –

1. It is your responsibility to renew your permit before the current one runs out.
Please submit your renewal application at least ten working days prior to the
expiry of your old permit (do not rely on reminders to be sent out to you).
2. Please make sure that you are displaying a valid permit at all times when the
CPZ is in operation.
3. If you leave your car in a permit bay, check it daily to ensure that the bay is
not going to be suspended.
4. A motorcycle parked in a resident‟s bay also requires a valid resident‟s permit
to be displayed.
5. Please note that residents are not allowed to park in business bays and vice
versa unless the bays are designated shared use permit bays.

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4. Parking Enforcement

It is important that drivers comply with parking restrictions for safety reasons, to ease
traffic congestion and to help prioritise kerbside parking for residents, businesses and
their visitors. Through our parking enforcement contractor, we employ Civil
Enforcement Officers (CEOs) to help us enforce parking restrictions effectively.
CEOs work on behalf of Enfield Council and they can be recognised by their
distinctive uniform. We expect them to enforce parking restrictions fairly and to be
polite and friendly when dealing with members of the public.

CEOs will issue Penalty Charge Notices (PCNs) to vehicles that are parked in
contravention of the regulations. They do not have the authority to cancel a PCN
once it has been issued. If you believe a ticket has been issued incorrectly, please
see the back of the PCN for the options available to you.

Parking bays in the borough may be reserved for certain types of users so it is
important that drivers read the signs to make sure they can park there. These signs
will also show the times that restrictions are in place.

Waiting and loading restrictions can be recognised by yellow lines and yellow kerb
markings. Signs showing the hours of restriction may be found along the road.

There will be no signs near double yellow lines because they always apply 24 hours
a day, Monday to Sunday.

In a CPZ, most single yellow lines apply throughout the hours of control so will not
have signs. Generally, single yellow lines only have signs if they apply at different
times to the CPZ.

All roads leading into/out of the CPZ are marked with large signs showing the days
and hours of control.

Our commitment to you –

1. In CPZs, we will make sure the CEOs patrol regularly so that parking controls
are effective
2. We mark parking bays and other spaces clearly. The hours of control and
restrictions on who may park in them are also signed clearly
3. We will try to ensure that all road markings and signs are in place and in good
order and will repair or replace any faulty signs and markings
4. CEOs will aim to take a photograph of each offence when they issue a PCN
and this will be available for the driver/owner of the vehicle to see

Help us to help you –

We try to ensure that all road markings and signs are present and in good order, but
if you discover a faulty, damaged or missing sign or road marking, please report it by

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contacting us on 020 8379 6406 (Monday to Friday 730am to 6pm) or 020 8379 1000
at any other time.

You can use these numbers to request parking enforcement if you know of vehicles
parking in contravention.

Removals

We may need to move some vehicles that have parked in contravention, either by
relocating them to a nearby road or removing them to the vehicle pound. It is only
when you return to where you parked your vehicle that you may discover this. The
police, our enviro-crime department (abandoned vehicles) or DVLA may also remove
vehicles (vehicles with no tax or expired tax).

The London-wide TRACE system records the location of all vehicles that the police
or Council have removed, and advises drivers on how to recover their vehicle. This is
a 24-hour service that can be contacted on 020 7747 4747.

The vehicle pound is open 24 hours a day, seven days a week, and is located at:

The Parking Shop

Crown Road Vehicle Park
Crown Road
Enfield
EN11TH
Telephone 020 8443 0602

Staff at the pound cannot discuss the circumstances for removing your vehicle.
However, you may appeal against the removal of your vehicle by filling in a form,
giving your reasons. There is a charge for releasing your vehicle, and you will have to
pay the PCN. There will be a daily charge for storing your vehicle from midnight on
the day following its removal.

Our commitment to you –

1. We will advise the TRACE service promptly about any vehicles we remove so
that the details are available when a driver calls.
2. Staff at the vehicle pound will advise all drivers who recover their vehicles
how to make representations against the issue of a PCN and the removal
action.

Help us to help you –

1. Do not leave your vehicle where it causes an obstruction or constitutes a

danger to other people.
2. If your vehicle is removed to the vehicle pound, reclaim it as soon as possible
to avoid storage charges.

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5. Paying to park (pay and display and mobile ‘phone payments)

Parking in bays on street or in car parks is controlled by pay and display machines. In
car parks, payment may be made by mobile „phone.

All pay-and-display machines display clearly:

the hours of operation

the cost of parking
the main regulations, and
the penalty for breaking parking regulations

Instructions on the machines tell you how to buy a ticket, and how to cancel a
transaction before printing a ticket if you think you may have made a mistake.

Payment for parking in the car parks can also be made by mobile „phone, by calling
020 8127 0999 and following the instructions. A valid debit or credit card must be
available the first time a user calls.

Our commitment to you –

1. We will maintain pay-and-display machines and repair faults, remove graffiti

and repair damage by vandals as soon as possible.

Help us to help you –

If you discover or know of a faulty, damaged or vandalised machine please let us
know by contacting us on 020 8379 6406 between 7:30am and 6pm Monday to
Friday or on 020 8379 1000 outside these times.

6. Penalty Charge Notices (PCNs)

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PCN issued by CEO

If you receive a PCN, issued by a CEO, which will be either affixed to your vehicle or
handed to you, you should either pay the charge or query the issue of the PCN within
14 days of the date it was issued. If you pay within 14 days of the date of issue, the
charge will be reduced by 50%.

If you believe the PCN was issued unfairly and want to query it, you should not pay
the charge but make informal representations against the PCN in writing within 14
days of the date it was issued. If a letter or email contesting a PCN is received within
the 14-day discount period, the discount will be re-offered if we decide to uphold the
charge.

The full amount of the PCN becomes due when the 14-day discount period has
expired, so the full charge may be requested in cases where the PCN is upheld and
informal representations were received outside the 14-day discount period.

If the charge is not cancelled as a result of informal representations, and remains

unpaid after 28 days, a Notice to Owner (NtO) will be sent to the registered keeper of
the vehicle asking for either the full amount of the charge to be paid, or for formal
representations to be made within 28 days.

Postal PCNs

If you receive a PCN by post and you wish to make formal representations, the
registered keeper of the vehicle must complete and sign the representations slip on
the Notice. It should then be sent to us at the address on the representations slip
within 28 days.

Although we appreciate that you may be upset or annoyed at receiving a PCN we will
only cancel a PCN in certain circumstances.

Formal representations

By law, the Council must consider all formal representations and you will receive
either a notice of acceptance or rejection of the representations within 56 days of the
day we receive them. If we reject your representations, in the majority of cases we
will ask for the full amount of the PCN.

If we reject your formal representations, we will tell you how you can appeal to an
independent parking adjudicator. We will also send you an appeal form. The
adjudicator‟s decision is final, and is legally binding on both parties. You can only
appeal to an adjudicator after we have rejected your formal representations.

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If you make an appeal, we will send a copy of our case to the adjudicator and a copy
to you within the timescales set by the Parking and Traffic Appeals Service (the
Adjudication service).

If a PCN is not paid and no representations are made, the charge will increase by
50% and a Charge Certificate will be sent to the owner of the vehicle. If full payment
is not received within the time allowed, the PCN may be registered as a debt in the
County Court. The vehicle‟s owner will be notified by us of this County Court action,
the amount of the debt due and the time allowed for payment. If the debt is not paid
in full within the time allowed, a bailiff will be instructed to recover the charge.

Our commitment to you –

1. We will consider your representations and your reasons for believing that the
PCN and/or notice to owner should not have been issued in full, taking all
circumstances into consideration
2. We aim to answer informal representations as soon as possible, and within
14 days of the date of receipt
3. We aim to answer formal representations within 21 days
4. If we are unable to accept your representations (informal or formal) we will
explain the reasons why we are unable to do so

Help us to help you –

1. If you receive a PCN, NtO or any other documentation from us do not ignore
it.
2. If you want to pay your PCN, do so within 14 days of the date it was issued to
take advantage of the 50% discount but do not do so if you wish to contest
the PCN.
3. When making representations, please give us as much information as
possible and if you have any proof to support your claims, please enclose it.

7. Contact Details

Council web-site - http://www.enfield.gov.uk

Parking Services contact details -

Enfield Parking Services

PO Box 52,
Civic Centre,
Silver Street,
Enfield,
EN1 3XD

Telephone: 020 8379 6410 for PCN enquiries (office hours 9am – 5pm
Monday - Friday)
020 8379 6406 for any other parking enquiry (office hours
730am- 6pm Monday to Friday)

Fax: 020 8379 6400

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The Council‟s parking contractor is also available 24 hours a day via:

The Parking Shop,

Enfield Vehicle Park,
Crown Road,
Enfield
EN1 1TH

Telephone: 020 8443 0602

8. How to Comment or Complain

As in any organisation, there will be occasions when things go wrong. If you need to
complain we have an effective complaints procedure that is easy to follow. All
complaints are investigated and can give us the opportunity to improve our service.

If you have a complaint about the way you have been treated or about the service
you have received, we will try to sort it out at the time. We can usually clear up
simple mistakes or misunderstandings straight away. If we cannot do this, we have a
two-stage procedure. This process aims to make complaining clear, easy and
efficient.

Please note – as the issue of a PCN is part of a legal process, complaints against
parking tickets are dealt with separately as explained in section 6.

Complaints Procedure:

First Stage

Firstly, you should contact the person dealing with the matter. If you are not sure who
you need to speak to, use the contact details below, or consult the Council's A - Z of
Services on the web site (www.enfield.gov.uk), or telephone Customer Services on
020 8379 1000. We will reply within 10 working days of receiving your complaint. If
you are unhappy with our response, you can ask for your complaint to escalate to the
Final Stage.

Complaints should be made in writing to:

Enfield Parking Services,

PO Box 52,
Civic Centre,

31
Silver Street,
Enfield,
EN1 3XD

Or by using the complaints form which can be found on our website at

www.enfield.gov.uk/forms/compform.asp

Final Stage

The Chief Executive will arrange for an independent investigation of your complaint
by a senior officer in the Council who does not work in the service your complaint is
about. The Chief Executive will write to you with his decision within 30 working days
of receiving your complaint.

Our commitment to you –

We will -
1. take all complaints seriously
2. deal with complaints as quickly as possible, and aim to respond within 15
working days
3. send an acknowledgement if your complaint is complicated and cannot be
dealt with immediately
4. treat anyone complaining with respect
5. treat all complaints in confidence where appropriate.

What can I do if I am still not satisfied?

We hope our complaints procedure will help you to sort out quickly and successfully
any problems you may have with the way our services are provided. But if you are
still not satisfied, you have the right to ask the Local Government Ombudsman to
investigate your complaint.

A leaflet on the Ombudsman's Complaints Service is available at the Civic Centre

Customer Services Reception and all local libraries. Please remember that the
Ombudsman will usually expect you to have exhausted the Council's Complaints
scheme before he will investigate your complaint. The Local Government
Ombudsman's address is:
10th Floor
Millbank Tower
Millbank
London SW1P 4QP
Telephone 020 7217 4620
Fax 020 7217 4621
General email: enquiries.london@lgo.org.uk
Website: www.lgo.gov.uk

___________________________________________________________________

9. Other enquiries/information

Other information can be obtained on the Council website:

http://www.enfield.gov.uk

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