Our performance standards
We have a number of customer focused service standards with which we aim to comply. These standards are shown in our Citizen's Charter, which is available on this website, and publicised in the "Wandsworth Parking News", which regularly indicates our performance against these standards.

The Wandsworth Parking News is produced twice yearly, and is available at the Technical Services One-Stop Counter on the fifth floor of the Town Hall, at local libraries, and at our three Parking Shops, in Battersea, Putney and Tooting. The updated Parking Service Citizen's Charter document has been prepared, and is also available from these locations.

Some of our standards apply across all Council services (corporate targets). These include the following: -

• When you phone a direct line number, we aim to answer your call within five rings.
• When you write to us, we aim to reply to you within 10 working days. Please note that there is a separate process for appealing against a parking ticket.
• If you email us, we aim to reply within one working day. If your query is more complex, and requires investigation, we aim to acknowledge your email within one working day and send a full reply within 10 working days.

We also have locally determined targets, which are regularly reviewed.

• If you call at the One-Stop Counter, we aim to see you before you are issued with a ticket through our Q-matic system, to make an initial assessment of your query.
• Once a ticket has been issued through our Q-matic system, we aim to see all our customers within 10 minutes.
• If you send us a correctly filled-in application form, we will issue a parking permit to you within two working days.
• If we refuse your permit application, we will send you a letter within one working day explaining why.
• Staff at the Parking Shops and car pound aim to see all customers within 10 minutes of their arrival and will aim to answer phone calls within five rings.
• If you apply for a disabled badge or disabled person's freedom pass, we aim to deal with your application within fifteen working days by:
  • issuing a badge or pass;
  • contacting you to arrange a physical assessment; or
  • telling you that you do not qualify.

• If you ask for feedback on our progress with reported permit or disabled Blue Badge fraud, we will contact you within five working days.
• If we think it will take longer than 10 days to reply, we will write to acknowledge your representations against a parking ticket within one working day of receiving them.
• We aim to answer your representations as soon as possible, and within three months.
• We aim to answer representations against vehicle removals within 56 days, as we have to do by law.

Due to the large number of calls made to the Notice Processing Section and One-Stop Counter, we run a call centre system. We aim to answer calls to the Parking Helpline within one minute, and calls to the Notice Processing Enquiry lines within 15 seconds (3 rings).

View regular updated details of our performance against these standards.

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