Thank you to everyone who has contacted me about the parking problems at West Quay Retail Park, especially around the 8pm tariff changeover. I want to update you on what I have found, what Britannia Parking have said, and what I am doing next on your behalf.
🔎 What residents are experiencing
Over recent months, many of you have reported the same issues:
- The payment machines won’t allow you to pay beyond 8pm, even when you try to.
- The signage is confusing, particularly about what happens at 8pm.
- Many assumed parking was free after 8pm because the machines stopped accepting payment.
- People visiting the cinema, theatre, restaurants, or evening events have received £100 fines after doing what they believed was correct.
- Some residents have received multiple fines, including older people and Blue Badge holders.
- Several POPLA appeals have been rejected, with some residents receiving what they describe as “overwhelming” or “baffling” amounts of documentation in response.
- These experiences are not isolated - they are consistent and widespread, and many more people have shared their stories since the petition launched.
📄 What Britannia Parking have said
Britannia Parking have now sent a lengthy response.
While they provided case-by-case explanations, their position can be summarised as:
- They believe their signage is clear.
- They say the British Parking Association has approved the setup.
- Machines can only sell one tariff at a time - meaning you cannot buy an evening “combined session” covering your whole stay.
- They say drivers must return to the car park at 8pm to buy a second ticket.
- They believe complaints represent a small proportion of total visits.
I want to be transparent: their overall stance is defensive, and they do not presently accept that the system is confusing or unfair for ordinary users.
🧭 My assessment
Having spoken to many of you, reviewed multiple cases, and read Britannia’s response carefully, it is clear that:
👉 The current system is not reasonable for normal evening use.
People should be able to buy one ticket that covers their whole stay - especially when they are at a cinema, theatre, or restaurant and cannot physically return to the machine at 8pm.
👉 The machines and signage do not give adequate warning
Residents consistently report that neither the machines nor the signs make the “two‑ticket rule” clear.
👉 The design of the system creates predictable fines
This is why so many unrelated people tell the same story.
📑 What happens next
Because attempts to resolve this informally have not led to meaningful progress, I am now taking the following steps:
1️⃣ Referring the matter to Trading Standards
They have the power to examine whether signage, payment systems and commercial practices are clear, fair, and compliant with consumer protection law.
2️⃣ Asking Council officers to escalate with the leaseholder
The Council owns the land. AVIVA have the long lease. AVIVA have an interest in ensuring shoppers are not unfairly penalised.
3️⃣ Highlighting concerns to the British Parking Association
They oversee Approved Operators and can investigate whether the system is operating fairly.
4️⃣ Continuing to support individual residents
If you have received a fine you believe is unfair, please contact me. Where needed, I can ask Britannia to review cases again.
I will also be writing to the Leader of Southampton City Council to seek his support in securing dedicated council officer support to pursue this issue.
🗣️ Thank you to everyone who has shared their experience
Your stories - and the petition - have made it clear that the current system is not working for the public.
This is not about avoiding legitimate parking rules; it is about ensuring fair treatment, clear information, and a system that does not catch people out.
I will keep pushing until we get a fair and practical solution.
If you have experienced issues and haven’t yet shared them, please feel free to contact me directly.
Cllr Jeremy Moulton
Southampton City Council
councillor.j.moulton@southampton.gov.uk