Earlier this year we began the process of changing the way residents applied for or renewed parking permits so that it could be done through the council’s MyAccount payment system; the same system used for other council services, such as Council Tax.
In the long term, this change will improve the customer experience, making transactions with the council easier. It will also better protect against fraud and increase council efficiency.
However, we recognise that this has not been a smooth process for many residents. We want to apologise for the problems some may have experienced and we understand their frustrations.
We are working very hard to resolve the technical issues people have faced and support those who have contacted us for help. This includes recruiting more staff to help with a backlog of enquiries.
Issues with postal deliveries have also meant delays in residents receiving paper copies of visitor permits. To address this. we will now be using a zero-emissions courier for guaranteed next day delivery of these.
We also recognise that how we have communicated these changes and the issues we have faced could have been better.
A change in a system this complex is not without its problems or risks, but we are confident issues will be fixed soon and that lessons have been learned. We would like to thank residents for their continued patience and again apologise for the problems with this service.