Sand Street car park complaints (FOI)

Request

This for the attention of department which oversees the parking fines incurred in Sand Street car park.

A

Please provide a full spectrum of complaints and the reasons for the complaints since the introduction of the new payment system (ie lack of barrier / light).

B

Please provide and identical account re complaints for the two years preceding the new system.

Response

A 

A survey on customer satisfaction with the Sand Street system was carried out during 2013 and the results of this are attached below. As part of the survey customers were asked to provide their age group and gender to assist us in ascertaining if there were any specific groups of people that found the new system harder to use than others.

Sand Street Car Park payment system survey

Subsequent to this a number of complaints have been received and details of these are below:

• November 2013 complaint about escalating charging tariffs

• January 2015 complaint about number plate recognition cameras not working correctly

• February 2016 complaint about escalating charging tariffs

• July 2016 complaint about one payment terminal intermittent touch screen fault / freeze

• November 2017 complaint about fines issued when car park had jammed to a standstill

• May 2018 complaint about one payment terminal not printing payment receipts

B

There is no recorded data prior to the introduction to the ANPR system.