Frequently asked questions
Why has the council switched to paperless permits?
The new parking contract with NSL uses technology designed to make the service more modern and efficient. Ticketless on-street payment and online vouchers and permits mean we can monitor and manage the use of parking spaces and the enforcement of parking more effectively. The new system also avoids the delays residents previously experienced between paying for their vouchers and receiving them in the post. Paper scratchcards will remain valid.
Why do I have to set up a new account to get permits when I already have one?
The old system that held all of the contact details could not be transferred over to the new system without any data issues. We appreciate that this may be an inconvenience for some residents but the result will be an accurate database of records which correctly reflects your details allowing you to manage your account properly.
Why is there an address validation check using Experian when applying for a permit?
The new online system gives residents the option to verify that they live at the address using the Experian validation process. If the address validation check is approved residents are not required to upload any proof of address documents. This address validation check is NOT a credit check.
Residents can however choose not to select the address validation check option and alternatively upload two proofs of address.
How do I activate my visitor vouchers?
The new permit system requires residents to create new online accounts to apply for, manage and activate parking permits and visitor vouchers. For visitors to park, you will need to validate each parking session by logging into your account on the new online system, entering the vehicle registration number and the time and date you want the parking session to start. You can start using the online vouchers now if you have set up an account.
We have created a visitor voucher user guide and video with step by step instructions on how to create a new account along with how to buy and activate visitor vouchers.
I do not have access to the internet. How can I apply and activate resident permits and visitor vouchers?
We will be happy to help. Please call us on 020 8547 1333, Monday to Friday, 9am to 5pm.
Can I still use my supply of paper visitor vouchers?
Paper visitor vouchers are still valid. We will let you know in advance of any further changes.
How can I buy more paper visitor vouchers?
Residents need to call 020 8547 1333 for help in purchasing paper visitor vouchers. You will need an account but we can help you with this too. Only six hour sessions will be available. The scratch cards are sold as a book of 10 scratch cards and a maximum of 20 books (200 scratch cards) can be used per address/per year. You can only purchase a maximum of 10 books in one order.
How do I change the VRM on my virtual permit?
- We have a created a user guide and video with step by step instructions on how to change a VRM on your virtual permit using your online account.
- Alternatively you can call us on 020 8547 1333, Monday to Friday, 9am - 5pm.
What are the costs for the new permits?
- Resident permits cost £34 for three months, £57 for six months and £90 for a year.
- Business permits cost £115 for three months, £205 for six months and £340 for a year. Permits for second and third vehicles are charged at higher rates.
- Charity permits cost £102 for 12 months. Permits for second and third vehicles are charged at a higher rate.
- Carers permits cost £34 for three months, £57 for six months and £90 for a year. We also offer discretionary permits for childcare at £115 for three months, £205 for six months and £340 for a year.
- Contractor permits, for vehicles used to carry out works at properties in CPZs, cost £34 for up to three months.
- Visitor vouchers costs increased in July 2015, prior to our switch to virtual permits. The same charge is now being applied to virtual vouchers (six hours parking = £1.50). We also now offer visitor vouchers which costs 50p for one hour and £3 for 24 hours.
- Business visitor vouchers cost £1 for one hour, £3 for six hours and £6 for 24 hours.
I've just moved into a new property. How does this affect me?
We use an external company for proof of residence checks. Their records may not be up to date for new residents, so you may still have to submit a proof of residence through the website. We can talk you through this process over the phone if required.
I'm running a business - what has changed for me?
Business visitor vouchers are still only available for use in the following CPZs:
- Zone R (Riverside)
- Zone S (Surbiton)
- Zone T (Oak Hill)
- Zone V (Villiers)
Vouchers and permits are now online, meaning there is no paper permit or scratch card to display. You will need to register on our website for an account before you can purchase your voucher or permit. For more information on how to register please visit www.kingston.gov.uk/parkingpermits, email [email protected] or call 020 8547 1333 Monday to Friday 9am - 5pm.
What can I do with my unused paper permits?
if you don't have online access, paper vouchers are still valid and can be used.
What is happening with the pay and display machines?
As part of our regular maintenance and upgrades, all of our current pay and display machines have been replaced. The new machines:
- accept card and contactless payments
- are all solar powered, which removes the need for mains electricity supplies
- are less prone to faults, vandalism and theft
- provide flexibility with payment tariffs
- are future proofed. For example, they have the ability to allow ticketless payments which would remove the need to return to the vehicle in order to display a printed ticket
Why are the locations of some machines changing?
More people are choosing to pay through cashless methods and therefore the need for the number of machines accepting cash payments is less. As a result, the number of parking machines has decreased (from 400 to 158), while ensuring the distance from each bay to a machine is still reasonable. This may mean that some bays share a machine which is situated adjacent to a double yellow line or close to a junction between two bays.
When will the work on the pay and display machines be finished, and what will happen in the meantime?
All the new parking machines and associated signs have now been installed.
How can I tell you about any issues I am having?
You can access our complaints and feedback pages here. You can provide feedback through Twitter @contactKingston or the Kingston Council Facebook page. Alternatively you can email us on [email protected] or call 020 8547 1333.
I can't find my address on the website, or the website says my address is not associated to a parking zone. What should I do?
We have created a user guide and video with step by step instructions on how to use the new parking website available online. This may help you access your address. All roads should be available on our system, however, if you are still unable to find it please contact us on 020 8547 1333 Monday to Friday 9am - 5pm.
I'm waiting for a refund on a permit that has not arrived through the post. What should I do?
Please contact us on [email protected] or 020 8547 1333 Monday to Friday 9am - 5pm so we can help.
How much does it cost to call the phone line?
All calls are charged at the standard local rate just as an 020 number.
I have received a penalty charge notice (PCN) when I had paid for a digital resident permit or visitor voucher.
We have now solved this issue. However if this has affected you and you have either paid the PCN or have received further correspondence requesting payment, please contact us by emailing: [email protected] or calling 020 8547 1333.
Why am I not responsible for paying or challenging the PCN when I am the one responsible for activating a digital visitor voucher?
Under legislation the registered owner of the vehicle is liable for any unpaid PCN issued. However payment of a PCN can be made by any individual.
I can't find what I need on the website - what should I do?
More information including the written and visual user guides is available on our parking permit web pages. Alternatively you can call us on 020 8547 1333 Monday to Friday 9am - 5pm and we will be able to help you.