Our Customer Mission

“We will make it clear how customers can contact or access our services, we will be clear and treat customers with respect, we will understand and get things done.”

Our Customer Mission underpins all the services we offer, this includes:

  • The move to a comprehensive digital access to services – this means services can be accessed when it is most convenient to the customer rather than waiting in phone queues or waiting for a response to an email.
  • Ensuring our webpages are always up to date with accessible information. The new style webpages went live in May 2022.
  • Utilising the current MyAccount Council system to enable customers to purchase permits online.
  • Using an online contact form system for customers to contact our service. The data collated allows us to make service improvements where necessary.
  • A Parking Customer Services phoneline to help customers who don’t have access to the internet or need help using the online forms.
  • Supporting the use of the Customer Service Centres to help customers who require face to face help to access online services.

Our services are constantly reviewed and improved, and we work closely with the parking customer ambassadors and customer feedback team on all customer journeys.

In 2022/23:

  • 99% of residents bought their resident permits online, the same as the previous year
  • over 46,000 resident permits were processed online
  • 94% of traders permits were renewed online, an increase of 2% compared to last year
  • 96% of business permits were renewed online, an increase of 4% compared to last year
  • over 27,000 visitor permits were purchased online
  • over 27,000 customers used the Parking Customer Services phoneline
  • over 37,000 online enquiry forms were received
  • our webpages on average have over 109,000 views a month
  • 92% Customers paid their Penalty Charge Notices (PCN) online or via automated payment line
  • 88% of customers who appealed their PCN, did it online

What our customers say about our service

Blue Badge

"Dear Bus Pass Team, I received my bus pass. today. I was delighted. It's possibly the nicest thing that's happened to me for a while. 2022 hasn't been a good year so far! I also want to say thank you to XXX who was very patient and understanding. We spoke on the phone a few days ago. I felt as though he really wanted me to have the bus pass as soon as possible. This was a joyful conversation for me. As a disabled person who has to fill in forms and apply for assistance on a regular basis, I'd say it's unusual to talk to someone who is keen for me to receive the support. I just wanted to email your team to thank you for your support.”
- received April 2022
“Thank you for your response to my query, and I'm pleased to confirm that my Blue Badge arrived safely today. I wish to thank your team for your very efficient, professional, and pleasant customer service over recent weeks, regarding the Blue Badge and Bus Pass.”
- received May 2022

Parking customer services

“I was having problems with getting a new parking permit for the car which I bought recently as the old permit was still active. The staff helped me through the process (which was complicated) over the phone. I want to thank them for their patience and time”
- received May 2022
“I just wanted to pass on my thanks and congratulations to both the members of the Parking customer services team who I spoke to today. Both incredibly helpful and polite and answered my queries in a rapid and efficient manner. Many thanks to you both.”
- received July 2022

Parking design and implementation

“There has clearly been considerable thought and effort in the preparation of the consultation design, you have obviously listened to the residents' concerns, and this is greatly appreciated by all on Withdean Road”
- received October 2022
“This morning we had a sparkling new set of double yellows, big thanks to the team as it's making an immediate impact”
- received November 2022