Customer Charter

Guildford Borough Council Parking Services is committed to providing a high standard of service to all of its customers.

Our aims are:

Administration Charter

To answer 90% of telephone calls within 10 seconds during office hours.
To respond to all postal and email enquiries within 14 days.
To apply principles of Guildford Borough Council customer care policy.
To assist customers promptly when enquiring at our reception desk during opening hours.
To inform customers as to what is required when applying for permits so that we can respond efficiently and quickly to their needs.
To provide members of the public with information on the facilities available in Guildford.
To listen carefully to what the customer is saying.
To give customers alternative choices of parking to meet their particular needs, and help them to select the most cost-effective parking.
To deal consistently and fairly with enforcement and other matters in line with relevant regulations and policies.
To be courteous and well-presented in corporate uniform.
To employ well-trained staff who will explain the regulations under which we must operate in plain language, avoiding jargon.
To ensure personal information is treated confidentially.

Operational Charter

Provide regular patrol during charging hours.
Ensure that lighting is maintained to a high standard.
Monitor entrances and exits by CCTV or frequent patrols.
Ensure that the car parks are cleaned frequently and that graffiti is removed promptly.
Provide the means for customers to contact Parking Control and to respond promptly to customer needs.

We hope you think our standards are relevant and meaningful to you. If you have any comments or suggestions, please contact:

The Parking Office
Bedford Road multi-storey car park
Level 2
Laundry Road
Guildford
Surrey
GU1 4PX

Tel: 01483 444531
Email: parking@Guildford.gov.uk