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Case study: Parking resilience for Sheffield City Council

Client Problem

● In early 2021 Sheffield City Council approached Marston Holdings after they had found themselves sinking under a mountain of Penalty Charge Notice (PCN) correspondence. The parking team were issuing a far greater number of PCN’s than their existing staff could manage on a day-to-day basis, resulting in a steadily increasing backlog of correspondence.
● In August 2020 the parking team had a backlog of almost 3000 challenges which by March 2021 had almost doubled to just under 6000 and was set to continue increasing, so the team reached out to us for resilience support to aid in reducing the backlog.

The Solution

● In April 2021 Marston Holding’s Shared Service Centre in Oldham began to assist the Sheffield City team to clear the backlog. By shifting the challenges backlog to Marston, the Sheffield team were able to focus on cases at other stages, which in turn reduced the total workload.
● By the beginning of November 2021, after six months of dedicated work, the backlog of correspondence experienced by Sheffield City Council had been reduced to close to zero.

Benefits

● Quick, effective and professionally handled reduction in backlog.
● Ability to benchmark internal operation versus best in class outsourced model.
● Adoption of new processes to drive efficiency into future.

Key to success

Key to the success of this operation was the ability of the Oldham Shared Service Centre Team to operate at pace with high output rates, whilst at the same time maintaining good quality of responses, getting their collective heads round the myriad of different permit types and rules, and being prepared to ask good queries on cases where relevant.

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Other ways to pay Marston:

0333 320 1100

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0333 320 1822

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For payments to Engage Services:

0333 3206 200

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Customer support

Speak to Marston team to make a payment or discuss your circumstances:

0333 320 1822

Our opening hours are 8 AM to 8 PM Monday to Friday, 8 AM to 4 PM on Saturdays.

Contact by post:

It is always quicker and easier to contact us by phone or email. If you do need to send us anything in the post, please send it to:

Marston, PO Box 324,
Rossendale, BB4 0GE

To pay by post, send a postal order, cheque or banker’s draft, made payable to ‘Marston’ to the address above. Make sure that you write your name and our reference number on anything you send us and if sending us a payment, on the back of the postal order, cheque or banker’s draft so we know what the payment is for.

If you are an Engage Services customer,

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0333 320 6200

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If you have received a Penalty Charge Notice (PCN) you must follow the instructions on the reverse of the notice which contains full contact details for the applicable enforcing authority.

Transfer Up instruction form

This service allows you to apply for County Court Judgments to be transferred to the High Court for enforcement.

Writ of delivery instruction form

Our Enforcement Officers are well equipped and experienced in recovering all types of fixed assets whether it be a single car or fleet.

Money judgment enforcement form

We can enforce judgments obtained in the High Court and almost any judgment issued in the County Court.

Commercial forfeiture instruction form

Landlords may instruct us to take peaceful possession of their commercial property.

CRAR enforcement form

Instruct us to recover commercial rent arrears.

Trespasser removal enforcement form

We can handle the process quickly and resolutely. Our dedicated team will attend the scene on receipt of the warrant and effect eviction without delay.

Residential possession enforcement form

Instruct us for evicting residential tenants.

Process serving and tracing instruction form

We specialise in process serving throughout England and Wales. Court and legal documents are served on a same day-basis when required. We also undertake trace enquiries.

Employment Tribunal Enforcement Form

Instruct us to enforce employment tribunal awards. We can apply to the court to register the award as a Judgment.

European Enforcement Order Instruction Form

If you have a Judgment from a Country outside of the Jurisdiction of England and Wales but where the Debtor resides in England and Wales then we can assist you.

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