Update regarding MiPermit parking app

We have worked closely with MiPermit and our parking services contractor, NSL, to resolve issues residents have experienced with new MiPermit parking app. These issues have been around people not receiving emails from MiPermit to allow them to set up their account, or around using the app itself.

We have been assured that the majority of emails have been successfully sent and opened. Follow up emails have been sent to recipients who have not yet opened their email. Although it should not be the case, some residents have told us these emails have ended up in spam folders – if you have not received your email please do check your spam folder just in case.

To help users get up to speed using the app, we have arranged in person sessions in local libraries across the borough throughout July – including Saturday sessions for those unable to attend during the week. We have attached an image showing the time and locations of these sessions. You do not need to book ahead – just drop in and parking staff will be happy to help you. You may also find the information published here useful.

Now that the majority of issues are being resolved, we will resume our usual parking enforcement operations from 10am on Tuesday 14 July. We have instructed staff to be mindful of the issues with MiPermit and we are determined to ensure that no one is penalised if they have been affected by these problems.

Any visitor parking sessions purchased by residents for use during the parking enforcement suspension period will be refunded – with details to follow. Additionally, resident permits that expired during the period of transition will be extended until Monday 20 July. This will give those residents the extra time required to resolve any outstanding migration issues and complete permit renewals.     

If you need immediate help, please call parking contractors NSL on 0203 092 0112 and select option three. Lines are open Monday to Sunday 07.30am to 10.30pm.

We have heard feedback from residents about the in person sessions at libraries being difficult for some people due to their work commitments. We have arranged extra sessions between 10am to 4pm on Saturday 18 and Saturday 25 July at Walthamstow and Leytonstone libraries respectively. Please see the table below for a full list of sessions taking place through July.  

We have added extra in person sessions at local libraries to help answer users' questions about the new MiPermit parking app. There will now be sessions at Lea Bridge Library, as well as Leyton, Chingford, Walthamstow, and Leytonstone libraries. Please see below for details and timings of upcoming sessions:

Cllr Eva Tabbasam has released an update for residents regarding issues with the MiPermit parking system:

“Many residents are rightly frustrated about the issues that they have experienced following the introduction of the new MiPermit parking permit system. I share this frustration. 

“We are in close contact with MiPermit expressing our concerns about the issues residents have endured and we expect an in-depth response from the company this afternoon.

“When the previous administration agreed our parking contractor NSL’s decision to appoint MiPermit as sub-contractor to handle residential parking permits, council officers were assured the transition would be smooth and easy. In practice, it has been anything but that.

“The change to MiPermit was necessary after RingGo, the previous sub-contractor, decided to exit the residential parking permit market. This meant there was no choice but to find a new sub-contractor to ensure continuity of service. MiPermit is an established provider with over twenty years’ experience in this market and already delivers this service to many authorities UK-wide.

“I apologise to residents again for this situation. We have decided to suspend enforcement of residential parking bays for a further week, until 10am on Tuesday 14 July. We will make sure any tickets residents or visitors receive in error related to parking in residential permit bays during the waiver period are withdrawn.” 

WHERE TO GO IF YOU NEED HELP

• We have published this webpage with a user guide and answers to questions we are seeing across social media channels. If you are having issues, please visit this page as a first port of call.
• For more complex problems or issues that need immediate attention, please call NSL on 0203 092 0112 and select option three. Lines are open Monday to Sunday 07.30am to 10.30pm.
• We have arranged sessions in local libraries for residents to drop-in and ask parking staff questions about how to use the app – please see a list of session locations and times below. 

Cllr Eva Tabbasam, Deputy Leader of the Council, has published information for residents who are experiencing issues with the new MiPermit parking system.

"We are aware that some residents have been experiencing issues with the new MiPermit parking system. We know how frustrating this is, and we apologise to everyone who is experiencing issues.

"We will temporarily suspend enforcement for residential parking bays until 10am on Tuesday 7 July, when we will review the arrangements. We will make sure that no one is penalised because of the situation. This will apply to residents and any visitors they may expect.

"We are in constant dialogue with MiPermit sharing the issues that we know residents are experiencing with a view to finding resolutions as quickly as possible.

"We have published some information about using the app here. 

"We know that some people may need extra help with their account. We have arranged sessions for residents in our local libraries to make sure they have the support they need. You can see details in the image attached to this post, and on our website using the link above.

"If you need urgent help today, please call 0203 092 0112 and select option 3. 

"Many residents have been asking about why we moved from RingGo to MiPermit. RingGo has exited the residential parking permit and will no longer be offering the service. This meant we needed to move to an alternative supplier to provide continuity of service.

"We will provide any further updates as and when we have them. We apologise for the inconvenience this may have caused you."