Thousands due parking refunds in Elmbridge after £300k error
Council bosses said they were “very sorry” over the matter
Thousands of people will soon be due refunds for incorrectly issued parking tickets after Elmbridge Borough Council owned up to a £300,000 error.
Council bosses said they were “very sorry” over the matter which affects 9,318 people fined at 17 of the council’s car parks from 2020 – and pledged a clear refund process will roll out in June.
It affects the car parks in Esher, Cobham, Hersham, Walton-on-Thames and Weybridge.
The deadline to claim will be March 2027 before the council is wound up and merged in the newly formed East Surrey.
Dawn Crewe, Strategic Director, Elmbridge Borough Council, apologised for the error that became clear during the roll out of the new car park policy to introduce 30-minute free parking in the area.
She said: “Once this was identified we developed a refund scheme to put things right.
“We are extremely sorry for this happening but we have now fixed it.”
According to the council the issue surrounds how paperwork for introducing the fines was handled – which failed to give it the legal right to issue tickets.
It affected 12 car parks for fines covering early mornings and evenings from January 6, 2020, as well as 17 car parks on Sundays since April 24 2022.
She added: “It was a procedural error so the legal activity of issuing the car parking fine was incorrect.
“We did not undertake a full consultation when we undertook new parking arrangements and put the information on a different form – it’s purely an administrative procedural error.
“As soon as we identified the error we learned from the mistake and put new procedures in place to ensure it can not happen again.”
The loss, which could rise to £308,000, is projected to come out of the reserves and will not affect day to day services or the council’s budget.
The council said it first became aware of the problem in March and has since carried out an internal audit.
It was delayed during the election period but the council says the fault was entirely an officer issue rather than political.
Councillors are scheduled to approve the refund scheme at the May 19 cabinet meeting ahead of a June roll out.
A proposal for a new parking order will then go out for consultation shortly after outlining the changes as well as introducing 30- minute free parking – it expects these to come into force from July 2026.
The council said the delay until June is to ensure the refund scheme is lawful, fair and applied consistently.
Successful claims will be repaid within two weeks but there will be no interest added.
A spokesperson for the council said: “We’re really sorry for the frustration and inconvenience this has caused.
“We carefully considered whether refunds could include interest and determined that we will refund the fine amount only.
“Our aim is to be fair and responsible with public money, while making sure refunds are issued as simply and smoothly as possible.”
The council said it is unable to contact those impacted and all that refunds must be applied for.
Ms Crewe added: “I am very sorry that a procedural error has led to parking fines being issued incorrectly in some of our car parks. I understand this will be frustrating for those affected, and I want to reassure residents and visitors that we are doing everything we can to put this right.
“The refund process will be kept as straightforward as possible, with refunds issued within two weeks of successful application, and we will make sure the scheme is widely publicised so that everyone who may be affected is aware.”
Councillior John Cope, Leader of Elmbridge Conservative opposition group said: “Political decisions to hike parking charges and remove free parking in previous years have damaged our high streets.
“To now learn the council didn’t follow the correct process in making those changes will be a bitter pill for local businesses and residents to swallow. It’s right that council officers have accepted the error and are putting a Reclaim Scheme in place for those who received incorrect fines.
“With people wrongly fined and a potential bill to local taxpayers estimated at over £300,000, it’s vital that measures are put in place to ensure this never happens again.”
Parking fines issued between 8am and 9am, and between 6pm and 7pm, in the following car parks since January 6, 2020, may be eligible for a refund:
Berguette, Esher
Civic Centre, Esher
Heather Place, Esher
Highwayman’s Cottage, Esher
Cedar Road, Cobham
Hollyhedge Road, Cobham
Drewitt’s Court, Walton-on-Thames
Manor Road, Walton-on-Thames
Churchfield Road, Weybridge
Monument Hill, Weybridge
Baker Street, Weybridge
Parking fines issued on any Sunday in the following car parks since April 24 2022 may be eligible for a refund:
Berguette, Esher
Civic Centre, Esher
Heather Place, Esher
Highwayman’s Cottage, Esher
Cedar Road, Cobham
Hollyhedge Road, Cobham
Mayfield Road, Hersham
Ashley Park, Walton-on-Thames
Drewitt’s Court, Walton-on-Thames
Manor Road, Walton-on-Thames
Station Avenue, Walton-on-Thames
Walton Park, Walton-on-Thames
Churchfield Road, Weybridge
Monument Hill, Weybridge
Baker Street, Weybridge
Heath North, Weybridge
Heath South, Weybridge
For Ashley Park car park in Walton-on-Thames, parking fines issued between 8am and 10am or between 6pm and 7pm, since January 6 2020 may be eligible for a refund
Refund applications will be online at elmbridge.gov.uk or by phoning directly (01372 474 474).