Visitor Parking Permit - Hammersmith and Fulham Council

Visitor Parking Permit - Hammersmith and Fulham Council
TM
SMART
Visitor Parking Permit
Useful information
Hammersmith & Fulham Council is pleased to introduce the
SMART Visitor Permit.
This booklet outlines how to use the SMART Visitor Permit in your
zone.
We have varied the functions of the SMART Visitor Permit to suit the
different controlled parking zones so please ensure that you read this
booklet carefully to find out how the permit works in your zone.
2 SMART Visitor Parking Permit
Contents
How to top up your permit
4
Using your permit
5
What to do if your telephone number has its caller ID withheld
7
Changing your personal details and managing your account
7
Auto Top Up
8
Benefits of SMART visitor permit
9
Third Party Top Up
9
Frequently asked questions
10
Useful contacts
12
SMART Visitor Parking Permit 3
1How to top up your permit
Before you can use your SMART Visitor Permit you will need to top up the
hours on your account. The quickest and cheapest way to do this is online.
1Visit www.lbhf.gov.uk and on the top right hand side of the screen
select "Log in" or if you do not already have a My Account then "Create
account".
2 You will then need to register for the Smart Visitor Permit service.
3 To top up your account click on Topup from the Manage Smart Visitor
Permit page. Time is sold in 5 hour bundles. In the box provided enter
how many bundles you would like to purchase. For example, if you
would like to purchase 10 hours you will need to enter 2 into the boxthis means two bundles of 5 hours.
4 Click on calculate. The total hours selected and cost will be displayed.
5 Click on next to continue or cancel if you do not wish to procedure.
6 Follow payment steps on screen to complete your top up.
Please note: we are not able to issue refunds for any unused hours so
make sure you will use all the hours before you buy them.
Your Smart Visitor Permit is now ready for use.
If you do not have access to the internet then you can access it for free in
any library or at the reception of Hammersmith Town Hall. Alternatively,
please contact us by telephone on 020 7371 5678 from Monday to Friday,
8am to 5pm and on Saturday, 9am to 5pm (excluding bank holidays) and
we will be happy to top up your account.
4 SMART Visitor Parking Permit
2Using your permit
Once your visitor has found a parking space in your Controlled Parking Zone
(CPZ), attach the permit to their windscreen in the holder provided with the
bar code clearly visible. You are now ready to activate your permit. You can
do this via our automated service or online.
Residents of some CPZs have two SMART visitor permits so please ensure
you activate the correct permit in your visitors' vehicles. When activating
or deactivating your permit you will be asked to enter your 8 digit permit
number. You can find the number on the front of your permit.
Activating and deactivating by telephone
Activating and deactivating your SMART Visitor Permit is especially
easy if your telephone number is both registered with us and not
withheld.
The easiest way to activate or deactivate your permit is by using our
automated telephone service. Just call 0203 003 2525 and follow the
instructions, outlined in the diagram below.
Zones with 1 Permit
Two steps to activate
Step 1
Dial 0203 003 2525
Zones with 2 Permits
Three steps to activate
Step 1
Dial 0203 003 2525
Step 2
Key “1” when prompted to
activate permit
Step 2
Key in 8-digit permit number
when prompted
Step 3
Key “1” when prompted to
activate permit
Please do not hang up until the system confirms that you have successfully
activated your permit.
Note: The system will remind you of your available balance at the beginning
and the end of your call.
SMART Visitor Parking Permit 5
Register your telephone number
Please ensure that you have registered your chosen telephone number
(which can be a mobile or land line) before trying to activate your permit.
This will allow the system to recognise your account details and will speed
up the activation process.
Ensure our system can recognise your number
Even if you have registered your telephone number our system will not
be able to recognise it if the number is withheld (see Section 3 for further
information).
REMEMBER
When your visitor leaves, you will need to deactivate your permit by
calling 0203 003 2525. Please do not forget to retrieve the permit from
your visitor's vehicle. Deactivating follows exactly the same process as for
activating. You will be asked to key 1 to deactivate the permit.
Please note that, if you forget to deactivate the permit any additional
charges paid are not refundable.
Activating and deactivating online
Alternatively, you can activate your permit by logging on to your online
account by visiting www.lbhf.gov.uklsmartvisitorpermit and clicking
on "SMART Visitor Permit your online account". Please do not leave the
website until the system confirms that you have successfully activated your
permit. You can also use this page to deactivate your permit when your
visitor leaves.
Automatic deactivation
If you forget to deactivate your permit, it will automatically deactivate at the
end of the controlled hours. Please be aware that if you have a visitor who
is staying for more than a day you will need to reactivate the pe·rmit each
day. SMART Visitor Permits that are activated outside of parking controlled
hours are de-activated at midnight automatically.
6 SMART Visitor Parking Permit
3What to do if your telephone number has
its caller ID withheld
Our system will not be able to recognise you if your registered mobile or
land line number is withheld. Therefore when you call 0203 003 2525 to
activate your permit you will be asked to enter your 8 digit permit number
(located on the front of your permit) and a 4 digit activation code.
Your unique activation code will be automatically generated when you set
up your account. You can find out your activation code by visiting your MY
ACCOUNT and clicking on Account Details or by calling us on 020 7371
5678.
4Accessing your account information
You can check your account details by logging on to your online account.
You will also be able to view your payments and parking history and
confirm your available balance.
You can call us on 020 7371 5678 and we will be happy to make changes
to your personal details or verify your details for you.
SMART Visitor Parking Permit 7
5 Auto Top Up
The Auto Top up feature allows users to configure their visitor permit
to automatically add credit to the account when it falls below a certain
threshold. Users can determine by how much the account will be topped
up and at what level the top up is triggered (both of these are measured
in hours). The minimum top up point is 15 hours and the minimum top up
amount is also 15 hours.
You can turn the auto top up feature on or off using the Auto Top Up
Settings tab located on the management page of the account. You will
now be asked to choose the top up trigger point and the top up amount.
Please note once active the auto top up will add credit whenever the credit
balance on the account is equal to or below the trigger point. Hours are
sold in increments of 5 hours.
Auto Top Up Setting
To set up the auto top up, please tick the check box and enter the desired value.
By ticking this box. I am authorising the London Borough of Hammersmith & Fulham to add credit
to my Smart Visitor Permit from my saved card according to the top up rules.
Top up Trigger point :
(minimum value : 15 Hours)
Automated Top up amount :
(minimum value : 15 Hours)
Edit Cancel
15 Hours
3
* 5 = 15 Hours
Save
The cash value that is required to complete the auto top up is collected
from the registered payment card that has been linked to the account.
Please note a payment card can only be linked to the account during the
manual top up process.
To store a payment card or change a previously stored payment card on the
account from the Manage Smart Visitor Permit page select ‘Top up’. Enter
how many bundles of 5 hours you would like to add to your account. Note
this is a manual top up so it will be a one-time purchase of credit. Click on
‘Calculate’. The total hours selected and cost will be displayed. Click on
next to continue or cancel if you do not wish to procedure. Now select ‘Use
New Card’ and complete the card entry form selecting the option to store
payment card. Upon completion of the payment the new card details will
be stored on the account and will be used by the auto top up facility to
process any top ups that are triggered.
8 SMART Visitor Parking Permit
6Benefits of the SMART Visitor Permit
The SMART Visitor Permit provides cheaper parking for your visitors than
the cost of pay and display in your zone (the cost is reduced by a further
50% for the first 240 hours per year for disabled users).
Any maximum stay for pay and display parking in your zone does not apply
to users of the SMART Visitor permit.
The SMART Visitor permit allows you to pay for parking by the
minute,without the need to decide how long to pay for in advance- only
pay for the time you need.
There’s no need to find coins for the pay and display machine, as payment
for parking is made by debit or credit card.
The SMART visitor permit automatically stops charging at the end of the
day, when the parking restrictions finish.
• Please note: Your SMART Visitor Permit is only valid in your
Controlled Parking Zone (CPZ).
7 Third Party Top Up
The SMART Visitor permit does allow for users who are not the named
owner of the permit, to top up the credit on the account. In order to do this
the user must have the permission of the account holder.
The user can either add credit through the online portal by using the
account holders portal or can contact the council’s parking services team
on 020 7371 5678. If you are contacting parking services you will need to
have the account holders details, the SVP permit number and the 4 digit
activation code (which can be obtained from the online account or the
account holder).
SMART Visitor Parking Permit 9
8Frequently asked questions
Q. What number do I call to
activate or deactivate my
permit?
A. 0203 003 2525.
Q. What happens if I forget to
deactivate my permit?
A. Your permit will automatically
deactivate at the end of the
controlled hours. For example, if
your zone operates from 9am to
5pm your permit will automatically
deactivate at 5pm.
Q. How do the civil enforcement
officers (parking attendants)
know that I have activated
my permit over the phone or
online?
A. Our civil enforcement officers will
scan the bar code on the front of
the permit to check whether or not
it is activated.
Q. Can I use the SMART Visitor
Permit in any controlled parking
zone?
No, you can only use the SMART
Visitor Permit in your controlled
parking zone.
Q. Do I have to renew my
SMART Visitor Permit?
A. Yes. You will need to renew your
permit annually. This will involve
10 SMART Visitor Parking Permit
re-submitting an application form
along with any required proof
of address. You will keep the
same permit and once we have
approved your application we will
automatically update your permit.
If you move to another controlled
parking zone or move out of the
borough please remember to return
the permit to us.
Q. Will my hours expire at the
end of the year?
A. No. Any hours that you have
on your permit will automatically
transfer over to the next year.
Q. What happens if I lose my
SMART Visitor Permit?
A. If you lose your SMART Visitor
Permit or it is stolen you can call
020 8753 6681 and we will cancel
your permit so that no one else can
use it. You will then need to fill in a
SMART Visitor Permit replacement
form to receive a new permit.
Q. I am a resident but I do not
have a parking permit. Can
I apply for a SMART Visitor
Permit?
A. Yes. You can apply for a SVP as
long as you can provide the relevant
proof of address.
Q. Is there any difference
between the credit that is
added during a manual top up
and an auto top up?
A. No, there is no difference
between the credit that is added.
The auto top up is only there to
provide a convenient way to ensure
that there is always credit available
to use for visitor parking.
Q. Will I be notified if any
auto top up takes place on my
account?
A. Yes, once an auto top up runs on
your account, an email will be sent
to your registered email address (the
email address registered to your
account in the SMART Visitor Permit
system).
Q. What will happen if the
payment for the auto top up
fails?
A. If the auto top up cannot
complete for any reason an email
will be sent to your registered email
address notifying you that the auto
top up did not complete. At this
point it is necessary for you to check
the payment card details registered
to your account
Q. How do I change the
payment card details linked to
my account?
A. To store a payment card or
change a previously stored payment
card from the Manage Smart Visitor
Permit page select ‘Top up’. Enter
how many bundles of 5 hours you
would like to add to your account.
Note this is a manual top up so
it will be a one-time purchase of
credit. Click on ‘Calculate’ . The
total hours selected and cost will be
displayed. Click on next to continue
or cancel if you do not wish to
procedure. Now select ‘Use New
Card’ and complete the card entry
form selecting the option to store
payment card. Upon completion of
the payment the new card details
will be stored on the account and
will be used by the auto top up
facility to process any top ups that
are triggered.
Q. Are Payments secure?
A. Yes, payments are completely
secure. The permit system is
encrypted and when you register
a payment card in the system, the
payment services provider validates
that card and a secure token is then
issued and stored in the SMART
Visitor permit system. This token can
only be used on your account in the
SMART Visitor permit system. Your
payment card details are not stored
in the system at any time
SMART Visitor Parking Permit 11
9Useful contacts
If you have any queries that have not been answered in this booklet, please
visit our website at www.lbhf.gov.uk/smartvisitorpermit where many
frequently asked questions are answered.
Alternatively, contact Parking Services on 020 7371 5678 Monday to Friday,
8am to 5pm and on Saturday, 9am to 5pm (excluding bank holidays), and
we can talk you through how to use your SMART Visitor Permit. Please
note that we can help you top up your permit but we cannot activate or
deactivate your permit for parking - you must do this online or by calling
0203 003 2525 (see number 2: Using your permit).
BSI
HIGHWAYS AND ENGINEERING
TRANSPORT AND TECHNICAL SERVICES
LONDON BOROUGH OF HAMMERSMITH & FULHAM
KING STREET. HAMMERSMITH. LONDON W6 9JU
London Borough of Hammersmith & Fulham
2015.
© By:design – 2015. By:design 020 8753 3926. 165.28.
If you would like any part of this document in large
print or Braille please telephone 020 8753 6681
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