Rubbing House – Epsom

Rubbing House approached Countrywide Parking Management after experiencing ongoing issues with an ANPR parking system operated by their previous provider. As a busy hospitality venue, the car park needs to accommodate genuine customers alongside regular deliveries and service vehicles. Under the previous system, delivery vehicles were receiving Parking Charges, while genuine customers could also receive charges after making simple mistakes when entering their vehicle registration details. These issues created unnecessary inconvenience for customers and additional work for the Rubbing House team. The client was also dissatisfied with the level of communication and support provided by their existing parking operator and wanted a more responsive, customer-focused approach.

We introduced a flexible ANPR parking management solution designed around the day-to-day operation of the Rubbing House, supported by our customer-focused PCN processing programme. Rather than relying solely on automated enforcement, our approach incorporates additional checks and safeguards to identify genuine customers and vehicles that should not receive a Parking Charge. The solution includes: • Manual PCN checks to identify delivery and service vehicles before a Parking Charge is issued. • Manual and AI-assisted VRM checks to identify common vehicle registration entry errors made by genuine customers. These checks currently prevent approximately 40% of Parking Charges that would otherwise be issued where a customer registration error can be identified. • Direct access to a dedicated Account Manager, giving the Rubbing House team a clear point of contact whenever assistance is required. • Improved on-site signage to make the parking requirements clearer and help customers understand how to register their vehicle correctly. • QR code vehicle registration during the busy summer months, allowing customers using the garden and terrace areas to register their vehicle quickly and conveniently.

85% reduction in customer PCN complaints. Countrywide <a href="/services/parking-management/">Parking Management</a> has now provided the Rubbing House with its ANPR parking solution for over three years. The combination of ANPR technology, intelligent processing and human oversight provides effective car park management without losing sight of the customer experience. By identifying delivery vehicles and <a href="/solutions/registration-kiosks/">correcting genuine registration mistakes</a> before Parking Charges are issued, the system helps reduce unnecessary customer complaints while still protecting the car park from unauthorised parking. Most importantly, the Rubbing House has a parking management partner that understands the operational needs of the venue and provides the responsive, direct support that was missing from its previous arrangement.