Posted on 06 March 2025
Following feedback through our Customer Involvement team, we’ve reviewed our car parking service
One of our priorities is ensuring that the services we deliver to you are the best they can be. And, we wanted to make sure that our car parking service was as fair and cost effective as possible.
What better way to review our car parking service, than by getting our Customer Involvement team involved. The team engaged with customers, to ensure that we received invaluable feedback that would be used as a basis for any changes.
Our new Customer Involvement Strategy sets out the importance of listening to customers’ views and acting on them to improve services and inform decision making. Natasha, Hyde’s Customer Involvement Project Lead, highlights this example of good practice and tells us more about the project and the process involved. Over to you Natasha:
Background
Following customer feedback at local events about parking, we wanted to review our parking enforcement service.
Feedback had highlighted concerns about the car parking service's impact, especially on vulnerable residents. Key themes included the accessibility of carer and visitor permits for those who need them most, as well as the availability of support when required.
So, during the summer of 2024, we gathered feedback on our parking enforcement service provided by UK Car Park Management (UKCPM). One of our priorities was also ensuring that we worked with members of our Vulnerability Group to receive their feedback.
What we did
We then carried out surveys and spoke to customers to find out more details to review the service. We invited customers to complete a survey to gain a better understanding of the issues they were facing. (For customers who didn’t have an email address, we asked them for their feedback via a telephone conversation.)
We received a great response to the survey and we then shared this feedback with our Estate Services team, who started working on addressing the concerns from customers.
The results were then used to review the service and make recommendations for improvements.
The result
Asking our customers to share their experience of the parking service was vital to ensure changes addressed the feedback received and improved the overall parking enforcement service, especially for vulnerable customers.
Starting from 1 April 2025, customers will have access to a Hyde customer-only helpline when contacting UKCPM. Additionally, there will be better access to carer and visitor permits through an app (Sippi). Permit costs have been reviewed to reflect our environmental priorities – and the changes will affect residents on some of our London estates.
The changes will also offer improvements for Blue Badge holders and defined key worker groups.
Ame, Hyde’s Estates Services Contracts Manager, said: “Working with the Customer Involvement team has been so important - feedback from residents has been invaluable in shaping these improvements. Listening to their experiences has allowed us to create a more customer-focused service that better meets their needs.”
Changes to car parking charges will come into effect from 1 April on the following London estates:
- Ringcross Estate
- The Bridge Estate, Stockwell
- Grove Estate, Islington
- Stockwell Gardens (East and West)
- Kennington Park
- Hyde Village
- Packington Estate
- Studley Estate
Read our dedicated car parking pages to find out more about the changes.
To find out more about our Customer Involvement service - whether you want to feedback on our services, find out more about our local engagement activities, or get involved with a resident group, have a look at our Customer Involvement pages.