|never before seen, the Notice Processing Officers of NSL|
Sometimes people ask Mr Mustard why he spends his time helping people. It is because the system has failed them, they have done their best, at their age they are slightly below their best and they need his help and expertise. He is happy to provide such help.
Yesterday, following a request from a friend, he went round to see a senior citizen at home who had been relieved of £406 that she did not owe. She had tried to sort it out with the council, but customer services didn't serve her well. Mr Mustard cuts through bureaucracy.
Dear Parking Manager
I represent Ms E of Barnet as attached authority. She is, I am told, and it would not be gallant to ask her to be more exact, a lady in her late seventies.
I find it necessary to complain on behalf of Ms E about the actions of your enforcement contractor NSL Ltd.
The story in brief is that on 14 April 2014 she paid the bailiff, N Brooks of Task Enforcement Ltd, the sum of £408.52 in respect of the above PCN to prevent the removal of her car.
On 28 November 13 the Notice of Rejection of Representations said "...have decided that the reduced amount of £55 will be accepted if payment is made within 14 days from the date of this letter. ..." (normally the offer would be within 14 days of service of this letter).
As she was shortly going abroad for a month Ms E decided to pay, even though she felt she had been poorly treated following the difficulties she had encountered in obtaining her permit, and the fact that she was not told that her dispensation was only for 14 days (she lives inside the recently extended D zone), in order to avoid any possible difficulty.
A cheque was sent by Special Delivery on 5 December 2013 (barcode AE123456789GB) and was signed for by "Frost" on 6 December 2013 (I have the proof of delivery). This was therefore 10 days after the offer to accept 50% in full and final settlement was made.
On 11 December the cheque was cleared so it was evidently banked pretty quickly. I have seen a bank statement.
A Charge Certificate was issued on 18 December 2013. It records the payment of £55. The council was absolutely not entitled to continue with enforcement as it had made an offer of settlement which had been satisfied.
What should happen now is that the sum paid to the bailiff of £408.52 is refunded as it was not due for payment and in compensation the PCN value paid, of £55, should be refunded. A letter of apology should also be sent by NSL Ltd to Ms E as she has had the worry of this to deal with and can ill afford to be without the funds paid to the bailiff.
This whole mess has come about because permits were dealt with in one place (I have not studied it in detail but Ms E did try to get a permit in good time and had two applications returned by the looks of it, probably due to the judicial review of the price), customer service calls in another and enforcement in a third. The system that is in existence in Barnet is simply not fit for purpose. I know it is not your decision to be set up in this way but it isn't properly serving the residents of Barnet.
Our senior citizens should not have to suffer the attentions of bailiffs as a result of the administrative incompetence of NSL Ltd, the parking enforcement contractor of the council.