POPLA publishes Annual Report for 2023

POPLA has published its Annual Report for 2023, providing an overview of our work during the year and insight into the key themes, trends and developments observed across the service.

The report outlines how POPLA has continued to deliver an independent, fair and consistent appeals service, while adapting to changes in the private parking landscape. It reflects on operational performance, volumes and outcomes, as well as the regulatory and policy context in which POPLA operates.

In the year to October 2023, we saw a record year for parking appeals submitted to us with more than 93,000 motorists seeking our help, believing that they had received incorrect or unfair parking charge notices. Although record numbers of appeals were received, we were able to effectively manage this increase in demand with the majority of motorists receiving their decision before the target date.

Key areas covered in the report include:

• Appeals volumes and decision outcomes
• Emerging trends and common issues raised by motorists and operators
• Developments in guidance, process and quality assurance
• Engagement with stakeholders across the sector

Between 1^st October 2022 and 30^th September 2023 we….

• Handled 15,097 inbound calls with 98% of calls answered within 30 seconds
• Received 93,085 appeals
• Parking operators decided not to contest 22,285 appeals (resulting in the parking charges being cancelled)
• 88,626 Appeals completed the POPLA process
• 42% of appeals that completed the POPLA process resulted in the appellant’s parking charge being cancelled (37,016 out of 92,098)
• We also referred 731 appeals back to the operator to ask them to cancel the parking charge as goodwill gesture due to mitigating circumstances - and they agreed to do this 303 times (41% of appeals referred)

The Annual Report highlights POPLA’s ongoing commitment to transparency and continuous improvement, supporting confidence in the appeals process and contributing to a well-understood private parking system.

The 2023 Annual Report is available to read in full here.