Car park charter

You can expect the car parks owned by us to be looked after and run efficiently.

  • All town centre multi-storey car parks are cleaned at least every weekday and on Saturdays.
  • At least 98% of all lights in the car parks are working as required at all times.
  • Lift emergencies will be attended within at most three minutes of the alarm sounding at all times when lifts are operational.
  • Lift breakdowns will be put right by the next working day, except for major repairs.
  • No ticket issuing machine or pay station will be out of order for more than six hours, except for major repairs.
  • The charging policy, which encourages short term parking and is fair to drivers requiring all day parking, is reviewed every year to ensure that it is achieving its objectives.
  • Parking charges are reviewed at least annually to ensure that they provide value for money and are competitive with parking charges at similar car parks elsewhere.
  • Applications for car park season tickets are processed within five working days of receiving them.
  • Car park regulations are enforced in the interests of all car park customers.
  • All town centre car parks are patrolled by parking inspectors at least twice daily on weekdays and Saturdays to deter crime and vandalism. Season ticket only areas are patrolled at least eight times a day.
  • A 24-hour helpline is maintained at all times to enable customers to report any suspicions of criminal activity in the car parks and action taken on all calls received in less than five minutes of getting the call.
  • Car park customers are treated helpfully and courteously by staff at all times. Customer complaints will be dealt with in accordance with our published complaints procedure.
  • Our customers are kept informed about matters affecting the car park service and are consulted regularly about service issues.