|How many Crapita employees does the system require|
An email received by Mr Mustard this week is below. He has redacted the staff names as they are only implementing the stupid call centre system that they are forced to follow or be sacked, so the junior staff are not to blame.
Dear Mr Mustard
I hope that you are very well.
I just want to let you know that today I called the Crapita Call Centre permit section to renew my Housing Permit which expires 14/03/2015 as I could not renew it online as it required a PIN which I do not possess. (PINs are new but no-one seems to have been told what they are. We all have to find out the hard way)
I spoke to the officer by the name Ms Redacted #1, who took my details. I told her that I wanted to renew my permit as it was expiring this week. She informed that she will start my permit on the 15/03/2015. I informed her that she needs to start the permit on the 16/03/2015 as the operational hours of the CPZ is Monday to Friday 10-11. I did not see the point of her starting the permit on Sunday.
She has agreed to start the permit on a Monday 16/03/2015. She then advised me that the permit will be sent today 1st class. (Odd that as Mr Mustard's was sent second class).
From reading your blog I have noted the difficulties other residents have endured. So I asked the officer for temporary dispensation to start on the 16/03/2015, so that if the permit does not arrive I would not be penalised by getting PCN from NSL. The officer refused and Informed me because my permit is still valid, they would not issue the dispensation. She also informed me that I had to call on Monday the 16/03/2015 to get dispensation. I told her that this was not the way when Barnet Council was dealing with the permit and I ask if this is a new policy implemented by Capita. She just kept repeating that they would not issue a dispensation.
I asked to speak to a manager which I was transferred to by the name Mr Redacted #2, and I explained my situation that they have to give dispensation as they cannot guarantee the permit will be received before Monday. In addition it creates hassle to call back the call centre just to get the dispensation on the day of enforcement as Monday is always busy day. (and a dispensation issued on Monday would only apply from Tuesday)
The manager agreed with me and transferred the call to another officer by the name Mr Redacted #3 to issue dispensation from 16/03/2015 to 02/04/2015.
All this could have been avoided if the first officer issued dispensation from when the permit was due to commence. I wonder how many people have been told the same story but later receive a PCN. I never experienced this situation before.
If you are unhappy with what the call centre tells you, do as this person did and persist. If Crapita prove to be unresponsive then complain to the council, the only slight snag being that Crapita handle phone calls and you can't know without asking if the person you are speaking to is a Crapita or council employee. If you are unhappy with the level of service received you should complain as that is sometimes the only way to get organisations to improve.