Overview

• A High-Traffic Site with Big Demands: As a central retail destination, Grosvenor sees high daily footfall, with the car park playing a crucial role in the customer journey.
• Operational Disruption: Barrier equipment was increasingly unreliable, with faults leading to congestion and costly manual interventions.
• Loss of Operator: When the previous operator withdrew, Grosvenor urgently required a self-managed, automated system to minimise disruption and maintain revenue collection.
• Customer Experience Concerns: Frequent issues with camera misreads and manual payments were causing stress for both staff and drivers.

The Challenge

• Frequent Equipment Failures: The old barrier system frequently broke down, with parts taking months to replace. These frequent malfunctions caused significant operational disruptions. 
• Operational Inefficiencies: Vehicles often became stuck at barriers due to camera read errors or manual payment issues, resulting in long queues and driver frustration. 
• High Operational Burden: Staff had to manually operate barriers and handle numerous intercom calls, resulting in lost revenue and excessive time spent managing parking issues. This manual intervention was unsustainable. 

Key Objectives

• Rapid System Upgrade: Deploy a modern digital parking solution quickly, minimising disruption to daily operations. 
• Seamless Entry and Exit: Eliminate queues by implementing barrier-free, automated vehicle recognition and payment. 
• Maximise Revenue Capture: Ensure all drivers pay accurately with automated payments and easy options for one-off visitors. 
• Reduce Staff Workload: Automate parking management to free staff from manual barrier control and payment disputes. 

Ongoing Support & Reporting

Monthly Usage & Financial Reports:

• Hozah^® supplies Grosvenor with data on how many permits are active, how often they’re used, and how many drivers choose PAYG.
• Financial summaries outline tariffs collected, zero-cost permits, and the VAT breakdown for all transactions.

Regular Meetings & Feedback

• Hozah^® meets with Grosvenor teams every month to assess system performance, address technical queries, and discuss future enhancements (e.g., extending ANPR to new sites).

Dedicated Customer Support

• Hozah’s support team handles driver queries about account issues, VRM changes, or payment details, allowing Grosvenor’s staff to focus on their core responsibilities.

Results

Revenue Increase: 

• Parking income rose by 25% due to improved payment capture and ease of use. 

Improved Visitor Metrics: 

• Footfall grew by 8%, driven by a smoother parking experience, attracting more shoppers. 
• Customers stayed around 15% longer on average, boosting in-centre spending. 

Lower Operating Costs: 

• Reduced equipment breakdowns and automated payments cut maintenance and labour expenses. 

Staff Freed Up: 

• Less time spent on parking issues allowed staff to focus on customer service and other priorities. 

Fast ROI: 

• The quick 3-week rollout delivered immediate benefits and a rapid return on investment. 

Improved Customer Satisfaction: 

• Drivers enjoyed a seamless parking process, increasing the likelihood of repeat visits and positive recommendations. 

Conclusion

With Hozah’s automated parking system, Grosvenor Shopping Centre has modernised its operations replacing outdated infrastructure, easing staff workload, and delivering a seamless experience for visitors. By upgrading ANPR, enabling automatic and one-time payments, and improving signage and guidance, the centre has increased revenue, reduced operational stress, and improved customer satisfaction. 

Next Steps

Grosvenor now plans to explore additional features within the Hozah^® Ecosystem, including dynamic pricing, emissions-based charging, and permit automation, while continuing to benefit from ongoing optimisation, real-time analytics, and tailored support. 

Want to Simplify Your Parking Experience?

Want to learn how Hozah^® can support your site? Book a meeting below for a free consultation.

Want the full story?
Fill in the form below to download the full case study…

The Wellgate Shopping Centre is one of Dundee’s two primary retail hubs, located in the heart of the city centre. With a range of shops, services, and nearby facilities, including community centres and gyms, the Wellgate Centre attracts a steady flow of shoppers, city workers, and local residents. Its multi-storey car park serves both the centre’s tenants and the wider public, requiring a parking solution that could adapt to a variety of usage patterns throughout the day. The car park’s central location and proximity to other amenities also posed challenges around capacity, enforcement, and user convenience.

Situated in Dundee’s city centre, the Wellgate Shopping Centre Car Park supports a wide range of users, from daily shoppers and commuters to visitors attending nearby facilities Introduction such as JD Gyms and the Hilltown community project. As one of the city’s key public car parks, it plays an essential role in supporting local footfall and accessibility. However, managing this busy, multi-use facility came with operational challenges, including balancing short-stay retail traffic with longer-term users, ensuring fair pricing, and reducing congestion during peak periods.

Overview

Central Location, High Footfall: As one of Dundee’s busiest public car parks, Wellgate supports retail, community, and leisure users across the city centre.

Mixed Parking Demands: Shoppers, commuters, and gym visitors created varied usage patterns, requiring flexible rules and fair pricing.

Peak-Time Congestion: Heavy daytime demand led to capacity issues, requiring improved space turnover and enforcement.

Need for Modernisation: Manual systems and legacy processes couldn’t meet current needs, Wellgate needed a smarter, future-ready solution.

Operational Oversight: Staff required better tools to monitor usage, manage disputes, and maintain the site’s efficiency.

Challenges

Frequent Equipment Failures

• The barrier system frequently malfunctioned.
• Parts took several months to up to a year to replace
• Frequent breakdowns caused operational disruptions.

Operational Inefficiencies

• Drivers often got stuck at the barriers due to camera read errors or insufficient payments.
• This led to queues and delays.
• The inefficiencies caused significant driver dissatisfaction.

High Operational Burden

• The intercom system was heavily used to manually release drivers.
• This resulted in lost revenue and significant staff time spent handling these issues.
• The manual interventions were unsustainable.

The Hozah® Solution

The Hozah^® Ecosystem encompasses every aspect of car park management. Its true strength lies in its integrated approach, where all components communicate seamlessly to optimise revenue. Moreover, the Hozah^® Ecosystem’s modular nature allows clients to select the most relevant features for their specific needs, ensuring a tailored solution for Wellgate.

Solution Approach

We proposed and implemented a solution within three weeks. Key aspects and benefits of the implementation included:

Step 1: Utilising Existing Infrastructure

• Hozah’s expert install team integrated their software with the existing machines.
• Cameras were upgraded with Hozah’s industry-leading ANPR software to improve read rates.

This approach minimised disruption and downtime.

Step 2: Barrier Management

• The new system automated the operation of barriers to open and lower for any car.
• Management retained the ability to manually control the barriers via smartphone for security purposes.
• The car park was essentially converted into a free-flow ANPR car park.

Step 3: Clear Car Park Signage

• Ample signage was installed to advise drivers to pay for parking before leaving.
• Barriers reinforced this message, despite being open to any car.

This ensured drivers were well-informed about the new system, reducing confusion and enhancing compliance.

Step 4: Flexible Digital Payment Options

• Hozah^® Autopay: Connected state-of-the-art ANPR systems with innovative payment processing software, allowing drivers to sign up once and be automatically charged for their parking duration.
• PayByWeb: Enabled drivers to make one-off payments. payments via their mobile phones without needing to create an account.

Results

Enhanced Driver Experience

• Multiple convenient payment options, including Kiosk, PayByWeb (PBW), AutoPay, and Permits, providing flexibility for all types of users.
• Positive impact from being located outside of Dundee’s Low Emission Zone (LEZ), making it more accessible and appealing for drivers.
• Reasonable tariffs contribute to customer satisfaction and return visits.

Increased Revenue Potential

• Strategic focus on dwell-time, particularly for gym users, allows for additional paid parking time beyond free allowances.

Strategic Partnerships

• Strong relationship with JD Gyms, leveraging their customer base to encourage extended stays and additional revenue.
• Growing engagement with the nearby High School through easier permit sign-up, resulting in increased permit uptake.

Operational Efficiency & Permit Uptake

• Streamlined digital permit system has led to 155 recurring permits, reducing administrative overhead.
• Easier onboarding for local partners has boosted permit sign-ups, particularly from educational institutions.

Since taking over car park management at the Wellgate Shopping Centre, Hozah^® has delivered impressive results. In just the first three months (December to February), revenue increased by an average of 22% year-on-year, with January up 26% and February up 23%. These early gains underscore the significant commercial impact of the Hozah^® Ecosystem and its potential to drive sustained growth.

The transformation of car park management at Wellgate Shopping Centre is proof of the measurable impact Hozah’s Ecosystem can deliver in just a few short months. By introducing user-friendly payment options, automating permits, and forging strong local partnerships, we’ve not only enhanced the driver experience but also reduced operational costs and encouraged more repeat visits.

The result is a smoother, smarter, and more engaging parking journey that benefits both drivers and site owners. Most importantly, Wellgate saw a 22% uplift in revenue within the first three months, clear evidence of the scalable growth opportunities our Ecosystem unlocks. With cutting-edge technology, seamless operations, and targeted community engagement, Hozah^® provides a future-proof solution that maximises revenue, strengthens relationships, and delivers lasting improvements for every site we work with.

Want to Simplify Your Parking Experience?

Want to learn how Hozah^® can support your site? Book a meeting below for a free consultation.

Overview 

• One Car Park for All Users: St Ann Estate hosts offices, flats, hotels, restaurants, and pubs, all relying on a single Multi-Storey Car Park (MSCP). On-street parking bans added further pressure.
• Conflicting Parking Needs: With tenants, guests, staff, and the public sharing one car park, managing varied access and demand was a daily challenge.
• No Room for Error: Limited space and high turnover meant parking needed to be tightly controlled and clearly communicated.
• Tough to Monitor: The estate’s layout and mixed-use nature made it difficult to oversee and enforce fair, efficient parking.

The Challenge

• The biggest challenge was catering to all the varying parking needs: Offices, residents, and restaurants, which all had different parking requirements and peak times, complicating space allocation.
• Abuse of Whitelists: Unauthorised vehicles parked in restricted areas due to misuse of whitelisted privileges.
• Validated Parking: Some businesses offered discounted or validated parking to their customers or employees, while others did not.
• Designated Space Abuse: Unauthorised vehicles frequently use designated parking spaces, leading to conflicts.
• Peak Hour Congestion: Demand for parking often exceeded supply during peak hours, whereas at other times, the space was underutilised.
• Visitor Management: Managing visitor parking for residents and office staff was challenging.

Objectives

• User-Based Access: Assign spaces by user type, residents, offices, hospitality, or public, for fair, efficient use.
• Dynamic Space Use: Balance peak congestion and off-peak gaps with flexible allocation rules.
• Whitelist Protection: Secure restricted areas with real-time validation and ANPR.
• Reserved Bay Control: Stop unauthorised use of designated spaces through stricter access checks.
• Quick Validation: Let businesses validate parking digitally, no manual work needed.

Solution Implementation

Hozah implemented a comprehensive solution to address these challenges, focusing on ANPR technology, AutoPay, and tailored parking management strategies. ANPR Technology: Hozah installed ANPR cameras at the entrance of the estate and the MSCP. Only authorised vehicles were allowed to park, based on company or residential whitelists, exemptions by establishments, or payment for parking in the MSCP. On-street parking remained prohibited.

Hozah Autopay

By connecting state-of-the-art ANPR systems with innovative payment processing software, Hozah’s AutoPay system offered an automatic service. Drivers signed up once with their registration plate and payment details. The system automatically detects vehicles entering and exiting the car park, charging drivers accurately for their length of stay based on their category, whether tenant, resident, or hotel guest. This system eliminated errors associated with manual payments and ensured all drivers were paid correctly for their parking

Hozah’s product and account management team mapped out the parking needs of the various driver types to identify the correct product needs. The most complex entities, such as offices, were subjected to detailed “Office and Tenant Management”:

1. 1. Each office had different parking agreements. Hozah communicated directly with each office to inform them of their allocated spaces and gathered the relevant vehicle registration marks (VRMs) in a format compatible with Hozah’s system.
      1. Subsequent changes to VRMs were managed by tenants using Hozah’s back-office system, ensuring the number of spaces was not exceeded. Signage indicated which spaces belonged to which company.
   2. User-specific logins were created for entities needing access to validated parking, whilst tablets were provided to entities where the responsibility lay with the driver, as opposed to the business
      1. In addition, Hozah AutoPay solved many validation problems, as once a driver is on AutoPay, the correct (or free) tariff is automatically applied, meaning the driver does not need to take any further action.
   3. To combat abuse of designated space, Hozah deployed a combination of ANPR and MNPR (Manual Number Plate Recognition), where a handheld mobile phone could scan a number to see if the vehicle was authorised to park in the designated space
   4. Where space was underutilised, each company could sell the use of the space to the general public via Hozah’s system, and each company would directly receive the funds for this
   5. When visitors would have to pay for parking, whereas any contractors would be whitelisted in the Hozah validation system, either via the back portal or the tablets

The Results

• Proven Financial Uplift: St Ann Estate experienced a 69% increase in parking revenue within the first year of using Hozah, driven by digital payments and smarter space utilisation.
• Better Space Efficiency: Automated allocation reduced misuse and boosted occupancy during off-peak times, turning unused bays into revenue.
• Lower Admin Burden: Fewer disputes and manual tasks freed staff to focus on strategic duties instead of daily parking issues.
• Real-Time Reporting: Live dashboards offered full visibility on occupancy, compliance, and revenue, helping management stay in control.
• Fewer On-Site Disruptions: With clearer rules, automated validation, and reduced confusion, daily parking-related conflicts and complaints noticeably declined.
• A live dashboard provided full visibility into occupancy, compliance, and revenue, helping management stay in control.

With Hozah’s fully digital system, St Ann Estate has successfully modernised parking across its single MSCP, streamlining access, enhancing control, and removing the need for pay machines or cash handling. The shift to AutoPay, real-time validation, and digital permits has significantly reduced admin workload, minimised misuse, and delivered a smoother, more reliable parking experience for all users.

Want to Simplify Your Parking Experience?

Want to learn how Hozah can support your site? Contact our team now for a complimentary consultation.

Overview 

• Multi-Level Retail Parking: Eagles Meadow operates several parking areas serving a busy town-centre shopping environment. Prior to Hozah^®, the existing operator created friction with visitors through an over-reliance on penalty charge notices.
• Driver Experience Was Key: The centre needed a customer-first solution that would encourage longer visits, reduce complaints, and enhance the public’s perception of parking on site.
• Mixed Visitor Types: Regular shoppers, local workers, and first-time visitors all required different levels of flexibility, demanding a smarter, more adaptive approach to tariffs and payments.
• Simple, Smart Integration: Eagles Meadow sought a system that would work seamlessly with its existing infrastructure, providing instant, automated payments and minimal administrative overhead.

The Challenge

• Encouraging Repeat Visits: The previous PCN-led approach discouraged shoppers from returning. Eagles Meadow required a solution that felt fair, flexible, and easy to use from the outset.
• Flexible Tariff Assignment: Visitors ranged from occasional shoppers to regular local workers, each requiring different tariff structures, payment preferences, and levels of access.
• Instant Revenue Recognition: To support tenants and retail partners, the centre needed immediate, accurate reporting on usage, dwell time, and income, without manual processing or delays.
• Mixed Infrastructure: With varying levels of ANPR coverage across the site, Eagles Meadow required a system that could operate seamlessly across both camera-enabled and traditional car parks. 

Objectives

• Deliver a Frictionless Experience: Introduce a fully app-free, cashless AutoPay system to support pay-as-you-go visitors and reduce barriers to entry.
• Automate Tariff Logic: Enable intelligent, automated tariff assignment based on user type, ensuring regulars, staff, and visitors are charged appropriately without manual input.
• Future-Proof the System: Integrate smoothly with existing ANPR infrastructure, while supporting a phased rollout to additional sites as camera coverage expands.
• Streamline Admin & Ensure Compliance: Relieve centre staff of day-to-day parking admin through a dedicated support channel for permit management and driver queries. At the same time, ensure all tariff rules, exemptions, and VAT reporting are handled automatically and in full compliance.

Implementation Approach

• Discovery & Planning: Conducted stakeholder workshops to refine the site’s permit categories and user journeys. Identified priority car parks for immediate ANPR integration, with a roadmap for future camera rollouts.

• System Configuration: Built SSO links and set up custom eligibility questions (e.g. staff full-time vs. part-time, permit status, visitor pass requirements). Programmed Hozah’s AI tariff engine to assign the correct permit category instantly.

• Pilot Rollout: Deployed to a small subset of local staff and visitors for initial testing. Gathered feedback on the application flow, AutoPay experience, and whitelisting function.

• Full Launch & Communication: Created guides and FAQs for Eagles Meadow’s intranet. Provided staff training sessions to introduce the Hozah portal and tablets for on-site vehicle management.

• Ongoing Optimisation: Monitored daily usage and addressed any integration refinements in real time. Hosted monthly check-ins with Eagles Meadow to review performance data, feedback, and next-phase requirements.

   

The Results

Proven Uplift

• Dwell time increased by 21%, resulting in higher in-store spend and foot traffic.
• Overall parking revenue increased by £200,000 per year, with new revenue streams contributing an additional £25,000 annually.

Improved Flexibility

• AutoPay PAYG: Drivers who rarely park on-site avoided costly monthly fees, paying only when they actually parked.
• Multiple Payment Options: Users accessed a quick, app-free payment journey, with no requirement to download or top up.

Better Driver Experience

•  The shift from a penalty-led system to a customer-first model resulted in a reduction of complaints and negative press, encouraging repeat visits and enhancing community sentiment.

Enhanced Data Visibility

• Centralised reporting provided real-time insight into usage trends, allowing the centre to optimise car park capacity and plan future ANPR expansions.

Ongoing Support & Reporting

Monthly Usage & Financial Reports:

• Hozah® supplies Eagles Meadow with data on how many permits are active, how often they’re used, and how many drivers choose PAYG.
• Financial summaries outline tariffs collected, zero-cost permits, and the VAT breakdown for all transactions.

Regular Meetings & Feedback:

• Hozah® meets with Eagles Meadow every month to assess system performance, handle any technical queries, and discuss future enhancements (e.g. extending ANPR to new sites).

Dedicated Customer Support:

• Hozah’s support team manages driver queries about account issues, VRM changes, or payment details, so shopping centre staff can stay focused on core responsibilities.

Want the full story? Reach out to hello@hozah.com for a free consultation.

Want to Simplify Your Parking Experience?

Want to learn how Hozah can support your site?