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Frustrated drivers left 'humiliated' in Elwick Place ANPR car park in Ashford town centre as barrier fails to go up

Footage shows how frustrated drivers are getting stuck in a town centre car park - as the exit barrier fails to go up.

Motorists have complained of being stuck in 30-minute queues trying to leave the council-owned Elwick Place site in Ashford, which some have now vowed to boycott.

One video captures a man edging his Mazda backwards and forwards in a fruitless attempt to get the automatic number plate recognition (ANPR) system to let him out.

Other drivers have branded the experience “humiliating”, especially as long queues build up behind those trying in vain to leave the car park.

Ashford Borough Council (ABC) admits there are “delays” with the barrier but does not think it is a widespread problem.

The 282-space car park, opposite County Square Shopping Centre, is regularly used by visitors accessing the town centre and The Ashford Cinema next door.

When the council took ownership of the six-screen multiplex last year, bosses insisted it could become the "epicentre of town".

A driver trying to exit Elwick Place car park in Ashford
A driver trying to exit Elwick Place car park in Ashford

But Singleton resident Barry Cross, who has lived in Ashford for 10 years, is so fed-up with the barrier that he is boycotting the car park.

"I'm voting with my feet," the 66-year-old said.

"I used that car park to go to the cinema and now I don't go because I don't trust it.

"It began to degenerate a while ago but that system is now falling apart.

"If they [the council] don't cure the problem there they are shooting themselves in the foot, because it's a wonderful cinema.”

Barry Cross says trying to leave Elwick Place car park is "humiliating"
Barry Cross says trying to leave Elwick Place car park is "humiliating"
Elwick Place sees long queues at its car park in Ashford town centre. Picture: KMG
Elwick Place sees long queues at its car park in Ashford town centre. Picture: KMG

The father-of-two says when the barrier stays down, the nearby screen at the exit does not properly register the information drivers tap in.

"So it makes you feel utterly humiliated because there are people behind you queuing up to get out, but you know you've done nothing wrong,” Mr Cross said.

"It can be really intimidating too late at night."

About 220 people go to the cinema every day, according to council figures. Parking before 3pm costs between £2.60 for two hours and up to £13.20 for more than five hours.

After 3pm it is free for all users, including those watching a film who receive a four-digit validation code from staff when leaving.

Elwick Place car park in Elwick Road, Ashford
Elwick Place car park in Elwick Road, Ashford

All visitors have their licence plate read by the ANPR system, which was introduced in 2020.

Mr Cross added: "I used to use it when I went to London after 3pm when it's free, but when I came back at about midnight it would take an eternity to get out.

"It's just an awful, awful system. If it were at an airport it wouldn't be allowed."

ABC says it is aware of the issues.

When asked whether improvements are on the cards, a spokesman said: "Whilst we don’t believe this to be a widespread issue, we are aware of instances of delays with the barrier at Elwick Place car park and we are working with our contractor to see if they can implement a fix to improve on the opening times.

Cars can regularly be seen queuing at the exit to Elwick Place
Cars can regularly be seen queuing at the exit to Elwick Place
Queues can stretch as far back as The Ashford Cinema building. Picture: KMG
Queues can stretch as far back as The Ashford Cinema building. Picture: KMG

"With regards to the longer wait times, [it] is one of our most popular car parks, not only due to its location right in the heart of our town centre, but also due to the fantastic offerings available at The Ashford Cinema.

"Considering these factors and also the nature of how ANPR car parks operate, there will sometimes be longer wait times when entering and exiting the car park – particularly at peak times.

"We’d also like to reassure residents that if they do experience any issues with the barrier, there is a button available on the intercom which when pressed will come through to our parking team who can offer further support and advice."

But resident Lucy Smith believes the ANPR camera is simply not fit for purpose.

"I do have issues with it picking up my number plate,” she said.

Automatic number plate recognition technology has been used at Elwick Place car park since November 2020
Automatic number plate recognition technology has been used at Elwick Place car park since November 2020

"The speed bump is right where the ANPR camera is [and] there also seems to be a car that has a very similar plate to mine - the ANPR seems to muddle them up.

"Often, one ends up queuing to get out where the camera on exit cannot read the plates, making one get out of the car and enter the registration on the screen.

"Even then it cannot tell you the time of entry. It's a rubbish camera."

Another person noted online that “it does the same for our car - been stuck four times", while one user told KentOnline they previously had to wait more than 25 minutes when trying to leave.

Elsewhere in Kent, motorists also claimed to be sitting like "lemons" and unable to exit Watling Street Car Park in Canterbury.

Some drivers were left facing queues of more than hour when leaving the site due to similar issues with the ANPR system.

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