SMART Visitor Permit
New electronic visitor permit in Hammersmith and Fulham
Hammersmith and Fulham Council and Parkmobile, Europe’s largest providers of parking management solutions, are introducing a new, convenient way for your visitors to park in the borough.
» What is a SMART Visitor Permit?
» I have received my permit – what do I do now?
» My visitor has arrived – how do I use the permit?
» Do I need to register a phone number?
» What is an activation code and where do I find mine?
» What do I do if I lose my SMART Visitor Permit?
» More Frequently asked questions
» Important information and contact details
What is a SMART Visitor Permit?
The SMART Visitor Permit was introduced on a trial basis into Controlled Parking Zones A, X and Y in December 2007 and will be introduced into Zones B, C, D and E in the near future.
The SMART Visitor Permit allows visitors of residents in these zones to park throughout the length of the controlled hours, regardless of the maximum stay for the area. It also provides a convenient cashless method of paying for parking as well as a cheaper alternative to the regular pay and display tariff.
The permit acts like an oyster card whereby you top up your balance (minimum top up of 5 hours at a time) and then use it as and when you need it. When you use the SMART Visitor Permit, parking time is charged by the minute and deducted from your available credit, so you only pay for the time you need. You can manage your account online where you can top up your account, access your account balance, look up past transactions and change your registered telephone details.
If the trial is successful we will look at introducing the permit borough-wide, subject to consultation.
The SMART Visitor Permit varies in its operation based on the zone. The table below summarises how the permit operates in each zone.
| Controlled Parking Zone | A | X | Y |
Allocation of hours (per household) | Unlimited hours per year | 240 hours per year | 240 hours per year |
No. of permits issued (per household) | 1 | 2 | 2 |
Pay and Display tariff (per hour) | £2.40 | £1.80 | £1.80 |
SMART Visitor Permit cost (per hour) | £1.50 | £1.50 | £1.50 |
Disabled Persons’ Discount (per household) | 50% for first 240 hours and £1.50 per hour thereafter | 50% for the full 240 hours | 50% for the full 240 hours |
Start Date | 3rd December 2007 | 17th December 2007 | 17th December 2007 |
If you live in controlled parking zones A, X or Y you can apply for a SMART Visitor Permit using the application form below. The permit is currently only available to residents in these zones. It is not available to businesses.
Application packs will be sent to all residents of zones B, C, D and E in September/October 2008.
» SMART Visitor Permit application form (pdf)
No. All applications for a SMART Visitor Permit must be posted (along with the required proof of residency documents) to H & F Direct, Pay and Park, PO Box 60820, London W6 9UZ Back to top
I have received my permit – what do I do now?
In order to start using the permit you simply need to top up the hours. The easiest and cheapest way to do this is online by accessing your online account. Using the login and password that were included in the welcome letter you received with your permit, follow the steps outlined below and you will be able to start using the permit. When your visitor arrives you will need to display the SMART Visitor Permit in their car and activate it - see My visitor has arrived – how do I use the permit?
Before you can use your SMART Visitor permit you will need to top up the hours on your account.
1. Log on to your on-line account
2. Enter the username and password provided on your welcome letter
3. To top up your account click on ‘top up’ from the home page. Time is sold in 5 hour bundles. In the box provided enter how many bundles of 5 hours you would like to purchase. For example, if you would like to purchase 10 hours you will need to enter 2 into the box – this means two bundles of 5 hours.
4. Follow the payment steps on screen to complete your top up.
Please note, we are not able to issue refunds for any unused hours and therefore please be sure you will use the hours before you buy.
Your SMART Visitor Permit is now ready for use.
If you do not have access to the internet then you can access it for free in any library or at the reception of Hammersmith Town Hall.
Alternatively, please contact us by phone on 020 7371 5678 Monday to Saturday, 8am to 6.00pm, except for bank holidays, and we will be happy to help you top up your account.
My visitor has arrived – how do I use the permit?
First of all your visitor must find a suitable parking space within your controlled parking zone. If you live on the boundary of two zones please ensure your visitor is parked within your zone as the SMART Visitor Permit is only valid in the zone in which you live.
Once your visitor has parked, place the SMART Visitor Permit in the holder provided and clearly display it on the inside of the windscreen of the vehicle, near the tax disk in the lower left hand corner, with the number and barcode visible from the outside.
You will then need to activate the permit by calling 0871 221 2367** or logging on to your online account. Follow the steps for activation. Make sure you have your card number and activation code with you when you call if you are calling from a telephone number that is not registered or has its number withheld.
When your visitor is ready to leave you will need to call 0871 221 2367** or log on to your on-line account and follow the steps for deactivation.
Remember to remove the SMART Visitor Permit from your visitors’ car so that your next visitor can use it.
**Calls to this 0871 number cost 10p per minute at all times from a BT landline. Please note that call charges to 0871 numbers on a mobile vary depending on your mobile phone provider. A typical call to activate a permit should take less than 30 seconds, and less than 15 seconds to deactivate.
Do I need to register a phone number?
Our system will not be able to recognise your account details if you do not register your mobile number or land line number or if your telephone number is withheld. Therefore, when you call 0871 221 2367** to activate your permit you will be asked to enter your 8 digit permit number (located on the front of your permit) and a 4 digit activation code every time you activate and deactivate your SMART Visitor Permit.
If you are a resident with only one SMART Visitor Permit (i.e. all zones other than Zones X and Y) and your telephone number is registered and not withheld, you will go straight to the activation process eliminating the need to enter the permit number and activation code. This will save you time and money.
If you are a resident of Zones X or Y and your telephone number is registered and not withheld, you will still need to enter the permit number (to ensure the correct permit from the two issued is identified) before being transferred to the activation process.
You can change your registered mobile or landline at anytime via your on-line account.
What is an activation code and where do I find mine?
An activation code is automatically generated for you when your application form is processed. The activation code is essential for activating and deactivating your SMART Visitor Permit if you use an unregistered mobile or landline or if your telephone number is withheld.
Your activation code will be automatically generated when we set up your account. You can find out your activation code by visiting your on-line account and clicking on ‘account details’ or by calling us on 020 7371 5678 Monday to Saturday, 8am to 6.00pm.
What do I do if I lose my SMART Visitor Permit?
If you lose you permit, please contact Parking Services immediately on 020 7371 5678 so that we can cancel your card. This will prevent anyone else using your permit. Please note that we can not refund any credit used whilst your SMART Visitor Permit is lost, however unused credit will remain on your account and can be used with your replacement SMART Visitor Permits.
You will then need to complete and return a SMART Visitor Permit replacement form (pdf) so that we can issue you with a new permit.
Who is eligible to apply for a SMART Visitor Permit? | All residential households in controlled parking Zones A, B, C, D, E, X and Y can apply – even if you don’t own a car or have a residents permit. Businesses are not eligible for the SMART Visitor Permit.
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Do I get charged by the hour? | No. The SMART Visitor Permit charges by the minute so if your visitors only stay for 10 minutes then that is all you pay for.
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When should I use the SMART Visitor Permit? | The SMART Visitor Permit only needs to be used during controlled parking hours.
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There is a 2 hour maximum stay in my street. Does this mean my visitors can only stay for 2 hours? | No. If they are using an activated SMART Visitor Permit then they can stay throughout the length of the controlled hours.
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I am disabled. Will I get a discount on the SMART Visitor Permit? | Yes. All blue badge holders and people who are registered disabled with Hammersmith and Fulham Council are eligible for a 50% discount on the hourly rate (i.e. you will only have to pay 75p per hour). Please see the table above for number of available hours.
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Do I need to use the SMART Visitor Permit if my visitor arrives on a motorbike? | No. Motorbikes can park free of charge in any shared-use bay so they do not need to display the SMART Visitor Permit.
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Can I receive a refund on any hours that I don’t use? | No. We cannot issue any refunds so please ensure you are going to use all the hours you purchase.
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I would like to top up my hours over the internet but I do not have internet access in my home. | Free internet access is available in the Hammersmith Town Hall Extension or in your local library.
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Can I apply for my permit in person? | No. All applications for a SMART Visitor Permit must be posted (along with the required proof of residency documents) to H & F Direct, Pay and Park, PO Box 60820, London W6 9UZ |
Can I ring parking services if I want to activate and deactivate my permit? | No. The Parking Services call centre can help you register your details and top up your hours but they cannot activate or deactivate your permit for you. You must call 0871 221 2367** or visit your on-line account
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I have registered my mobile number but when I call 0871 221 2367** to activate my permit, why does it say that it does not recognise my number? | Your mobile number may have its caller ID withheld. You can still activate your permit using this telephone number but you will need to enter your SMART Visitor Permit number and your activation code so that the system can recognise you.
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I live in Zones X or Y, I have registered my telephone number but when I call 0871 221 2367** to activate my permit, Why does the system ask for my SMART Visitor Permit number? | If you live in Zones X or Y you will have two SMART Visitor Permits. We need to know which one you would like to use before we can activate your permit. |
Important information and contact details
If you would like an application form sent to you in the mail please call 020 7371 5678
To activate and deactivate your SMART Visitor Permit please call 0871 221 2367**
**Calls to this 0871 number cost 10p per minute at all times from a BT landline. Please note that call charges to the 0871 numbers on a mobile vary depending on your mobile phone provider. A typical call to activate a permit should take less than 30 seconds, and less than 15 seconds to deactivate.
If your permit has been lost/stolen please fill in a SMART Visitor Permit replacement request form (pdf) and return it to us at the address shown on the form.
If you have any queries about the SMART Visitor Permit that have not been answered here then please call 020 7371 5678 or email us at parking@lbhf.gov.uk.
