Space for Everyone? Older people’s perspectives on access to car parking in Wales

Introduction

Use of the internet for everyday activities continues to grow, and while many older people in Wales are confident internet users, many others are not and face significant and increasing challenges that often lead to exclusion.

Issues relating to digital exclusion and its impact are frequently raised with the Commissioner by older people across Wales at engagement events and through her Advice and Assistance service. The scale of this issue is reflected in a range of data, which shows that around a third of people aged 75+ do not have internet access or use the internet at all. In contrast, just 13% of people aged 65-74 and ‘none’ of those aged 25-44 report not using the internet.

Research also suggests that around a third of people over the age of 65 and 12% of people aged 55-64 do not use a smartphone.^[1]

Digital-only services therefore present a significant barrier to older people who are ‘digitally disconnected’ being able to fully participate within society.

One particular area where older people often raise these kinds of concerns is car parking, with the growing use of digital or app-based systems, cashless payments and card-only machines. Older people have shared their concerns and frustrations about the impact of these kinds of changes, which have made everyday activities more difficult and, in some cases, discouraged individuals from going out altogether.

For many older people, being able to park the car means being able to get out and about into their community and do the things that matter to them. It means being able to get to health or other appointments or having opportunities to volunteer or socialise. It means having freedom and independence, something we all value regardless of our age.

This report highlights older people’s experience and concerns, alongside examining the extent to which digital and cashless payment methods are being used in local authority car parks (the Commissioner’s remit does not cover private car parks), gaps in accessibility and the consequences for older people.

The report also includes a series of recommendations, setting out the action needed to ensure that car parks continue to be amenities that older people can use easily.

Key findings

• The perception that car park payments are now predominantly app-based is impacting on older people’s independence, wellbeing, and the ability to take part in community life. Information shared by local authorities suggests there is some disconnect between older people’s perceptions and practice (no local authorities have moved to app-only payments, for example), indicating a need for clearer communication about the parking options available.
• While different payment options are often available, the shift towards promoting appbased payments, even as a last resort when parking machines are out of order, is contributing to exclusion for those with limited digital skills or those who lack access to a smartphone. This means older people may be forced to rely on others or risk fines for non-compliance.
• Older people may also face additional barriers, including the complexity of navigating multiple apps, concerns about data privacy, and unreliable mobile signal – particularly in rural or poorly connected areas. These challenges underscore the urgent need for inclusive solutions that ensure older people are not left behind in an increasingly digital world. The potential impact on older people of removing cash payment options does not seem to have been fully recognised, and older people have not been included in decision-making processes in the ways they should expect, with meaningful opportunities to make their voices heard.
• Resolving these issues, retaining the use of cash payments, providing reassurance that payment methods that do not rely on smartphones are always available, and communicating this message effectively, will ensure that older people can continue to undertake everyday activities and play a full part in community life. This is central to creating Age Friendly communities, places where people of all ages can live and age well, supported by inclusive design, accessible services, and strong social networks.

Background and context

Digital exclusion

As highlighted above, digital exclusion affects a large number of older people in Wales and continues to impact on people’s lives in a wide range of ways, something explored most recently by the Commissioner in her 2024 Access Denied report, which was based on experiences shared by older people.

The report found that digital exclusion is not a binary issue: many older people are confident using the internet for specific tasks – such as staying in touch with family and friends – but may struggle (or choose not to) take part in more complex or sensitive activities, such as online banking, managing utilities, or accessing public services. This partial exclusion means that individuals may be digitally engaged in some areas while still facing significant barriers in others.

The report also highlighted wider barriers that prevent older people from accessing digital services, including limited access to digital devices, unreliable or unaffordable internet connectivity and inadequate support for navigating digital systems, issues also highlighted in a range of other research.

These issues emphasise that while the increasing digitisation of public services might be beneficial for many older people, it can also result in significant numbers of individuals being excluded.

This undermines principles of equality, accessibility, and inclusive service design. Without appropriate alternatives, digital-only systems risk deepening existing inequalities and reducing older people’s ability to participate fully in society.

Digital exclusion is also linked to the issue of digital ageism, an issue examined by the Commissioner in a report published in October 2025.^[2]

Digital ageism refers to the stereotyping, prejudice or disadvantage directed at people on the basis of age within digital contexts, which impacts upon individuals, as well as affecting wider services and systems. For example, older people may face barriers when accessing digital services due to poorly designed platforms and systems that assume digital literacy or are developed with younger users in mind.

The Commissioner’s report highlighted why opportunities for older people to co-design digital services are so important to tackle these kinds of barriers, and why a much greater focus is needed across public services on ensuring that systems and platforms can be accessed and used by people of all ages.

Parking and accessibility

Feedback to the Commissioner via consultation responses, engagement events, and enquiries to her Advice and Assistance service has highlighted growing concerns amongst many older people regarding the accessibility of car parking payment services. In particular, the shift (both real and perceived) towards predominantly app or cashless payment systems has created substantial barriers for older people who:

• Do not own smartphones or mobile devices
• Lack internet access or mobile data
• Are unfamiliar with or unable to navigate digital applications
• Wish to pay by cash

These barriers have tangible consequences, as explored below. Older people report being unable to travel independently, attend appointments, or participate in social and community activities due to inaccessible parking systems. In some cases, individuals have faced financial penalties for non-compliance with digital payment requirements, further exacerbating stress and feelings of exclusion.

Older people’s experiences also highlight how digital transformation – in this case the restriction or removal of cash and card payment options in favour of app-based systems – can restrict access to essential services and negatively impact well-being.

Methodology

This report has been developed using a mixed-methods approach, considering qualitative insights against quantitative data collection to help provide a more comprehensive understanding of the issue.

• Lived Experience Analysis: Qualitative insights were drawn from recent consultations and engagement with older people and enquiries to the Commissioner’s Advice and

Assistance service. These accounts provide valuable insight into the real-world impact.

• Engagement with local authorities: Direct correspondence was sent to all 22 local authorities in Wales requesting data on car park ownership, location, and current payment methods.
• Desk-Based Research: into car park payment systems across local authorities in Wales.

This multi-source methodology ensures that the findings and recommendations within this report are grounded in both the lived experiences of older people and statistical evidence.

In June 2025, the Older People’s Commissioner for Wales contacted all 22 local authorities to request information on payment methods available in car parks operated by the authority. Local Authorities were asked to respond to the following questions:

1. How many pay-to-use car parks does your local authority operate?
2. How many car parks in your local authority are contracted out to third parties?
3. For each car park, what payment methods are currently accepted (e.g. cash, card, mobile app, contactless, etc.)?
4. How many payment machines have been out of order for a week or more in the last 12 months?
5. What arrangements are in place for payment if a machine is out of order?
6. Are there any plans to phase out cash payments for parking? If so, please provide the timeline and rationale.
7. Has the local authority conducted any assessments or consultations regarding the impact of cashless-only parking?
8. What alternative arrangements (if any) exist for individuals who are unable to use digital payment methods?
9. Are any concessions available in the car parks you operate or manage? If so, do these require users to display a physical ticket or permit, or are digital methods required?

All 22 local authorities responded providing the data requested on car park ownership, payment infrastructure, and accessibility. Fourteen responses were received within the deadline. A further two were received after one follow-up, five after a third contact, and the final one only after repeated requests.

Older people’s experiences

This section draws on the lived experiences of older people who engaged with the Commissioner through her priority-setting consultation in spring 2025, the Access Denied report (2024), direct contact via the Advice and Assistance service, and other research undertaken on behalf of the Commissioner.

These accounts reveal a number of common issues and challenges that are frequently faced by older people:

• Concerns about having to rely on mobile apps as the sole method of payment
• Lack of access to smartphones or limited digital skills
• Poor mobile signal preventing app use
• Broken or inaccessible payment machines
• The absence of cash payment options

As highlighted by the accounts from older people below, these barriers have a range of impacts, preventing individuals from accessing essential services, visiting family and friends, and participating fully in their communities.

Digital payment systems

Older people frequently raise concerns about a growing number of car parks operating with apponly or predominantly digital payment systems, which often require smartphone apps, QR code scanning or online pre-registration.

Older people have expressed reluctance entering payment details into apps or online platforms, citing concerns about security, usability, and access:

“I do not like that parking meters sometimes need a card or downloading an app, rather than coinage.”

“I would be unable to park the car if the only means of payment was through an app.”

“Parking in King St Car Park noticed drivers using smartphones and apps, which I don’t have. Luckily it still took coins. If that facility is taken away, many like us will stop going to Mold with bad consequences for local businesses.”

“I have found it difficult to pay for a car park digitally.”

“Can’t use car parks because of having apps!”

“Car parking meters need to be cash not just card or app.”

“It’s bullying and discriminating as we can’t even park our car.”

These quotes clearly demonstrate a sense of exclusion and frustration, particularly among older people who do not own smartphones or lack internet access.

Older people also expressed concerns about losing the option to pay for parking with cash, and the impact this would have on their lives, with some individuals calling for cash payments to be a legal requirement in local authority car parks.

As highlighted in the next section, responses from local authorities stated that ‘most’ of the car parks they operate retain at least one cash or card payment option, which suggests that some of the concerns raised may relate to privately run car parks.

However, it is important to recognise that many older people may not make this distinction, and that even the perception that digital payments are the only option when parking can still act as a significant barrier.

Accessibility and usability

Beyond digital exclusion, older people also raised concerns about the physical and cognitive accessibility of parking machines and apps. Many described the process as confusing, timeconsuming, and stressful, especially in poorly lit or isolated areas:

“Parking has become a problem in some car parks, especially in seaside resorts. Numbers on keyboards on payment machines should be larger and printed so as not to fade into the sunlight.”

“There is the issue of being able to see the screen and understand the instructions. I am having to look in 2 or 3 places sequentially and by the time I work my way through it all I am timed out and have to start again. Far from easy with arthritic fingers or a tremor.”

“Council car park ticket machines are too confusing. Dread having to use one.”

“I am confident digitally but struggle with the car park machines that have been installed across Wales lately. They are very confusing.”

Even those with digital skills reported difficulties navigating newer systems, citing poor design and lack of clarity. Others expressed anxiety about data security and mistrust of apps:

“Paying for car parks etc. online is very easy if you upload the app, however some older people either do not know how to do this or are sceptical of uploading on their phones for security reasons.”

These issues were often compounded by the need to use different apps across local authorities, which requires users to download and learn multiple systems.

Inaccessible parking systems

Older people who shared their experiences with the Commissioner described the challenges created by inaccessible parking systems, which often forced individuals to seek help, find alternative parking locations, or abandon their plans altogether.

“If I cannot pay by cash – I have to look for another car park.”

“Car parks – stopped parking in some places as only take card.”

“Where I have failed to obtain a parking ticket to place on the car windscreen, I have to abandon my day out.”

“Systems should not be put in place that the elderly generation cannot use. Car parking, for example.”

These kinds of experiences have left many older people feeling frustrated, powerless, and excluded in an increasingly digital world. The inability to pay for parking in a way that suits their needs has prevented some individuals from accessing essential services, attending health appointments, or enjoying social and recreational activities.

Broken machines and accessibility

Broken or malfunctioning machines were frequently cited by older people as creating additional barriers, especially for those with mobility challenges:

“One of the two machines in the village car park has been broken for months, which results in long queues for the remaining machine. This can cause difficulties for individuals who may have mobility issues having to stand and wait.”

While most local authorities reported that faults are addressed promptly, some acknowledged delays of over a week.

One positive example was a local authority that waives parking charges when machines are out of order, offering a more inclusive approach.

Fines and enforcement

Several older people reported being fined when they were unable to pay due to broken machines or inaccessible digital systems. In one case:

“One of the members had been fined by Bridgend CBC last year after she parked in one of their car parks. The payment machine was out of order so she was unable to pay by cash (preferred method) or by card. When she challenged Bridgend CBC she was told she should have used the app. She doesn’t feel confident doing anything in relation to an app including downloading or using so this would never have crossed her mind.”

This example highlights a broader issue acknowledged by several local authorities: when machines are out of order, the only alternative is often to pay using an app, with no clear guidance for those who cannot access or use digital tools.

This assumes universal digital literacy and ownership of a smartphone, which is far from being the case, something which is not acceptable.

Challenges with phone payments

In areas where cash, and sometimes card payments are not possible, some local authorities also offer the option to pay by phone in addition to apps. While this is a welcome alternative, it presents its own challenges for some groups of older people:

“Difficulties using pay by phone for parking for people with sensory loss – one member has hearing loss and finds it extremely difficult to ‘pay by phone’, particularly if she is outside/not in a quiet environment.”

Other individuals expressed discomfort with reading bank details aloud in public spaces, fearing that others might overhear and misuse their information. These concerns reinforce the need for multiple, accessible payment options at all car parks.

The importance of choice

A recurring theme in older people’s feedback was the importance of choice in payment methods. Many felt that digital-only systems removed their ability to pay in a way that suited their needs:

“Choice has been taken away from a number of services. For example, car parks can be unusable because apps are the only way to pay.”

“Why should someone need a smartphone, for example, to charge an electric car at a public charge point? Or just to park your car in a public car park? That should really be banned.”

Older people also expressed concern about the lack of consultation prior to changes in parking systems. Many reported no Traffic Regulation Order consultations, public notices, or opportunities to raise concerns.

While many older people preferred to use cash, others preferred card or contactless payments, reinforcing the need for a range of inclusive payment options.

There is no single “best” method – only the need for flexibility and accessibility.

Responses from local authorities

All 22 local authorities provided the information requested by the Commissioner, as set out in the Methodology section.

Ownership and operation

The number of car parks operated by each local authority ranged from eight in Merthyr Tydfil to 56 in Swansea.

Notably, none of the authorities had outsourced car park operations to third-party providers; all car parks were owned and managed directly by the local authority.

Payment methods

In Blaenau Gwent and Torfaen, all local authority car parks are free to use at all times. Of the remaining 20 local authorities,18 confirmed that cash payments remain available in ‘most’ car parks.

Encouragingly, most local authorities said they offer multiple payment options within individual car parks. In some cases, car parks had several machines offering different payment methods, although this could be confusing for users without clear and explicit signage indicating the available options.

However, responses from some areas indicate that options to pay with cash are more limited or will become more limited in the future.

In the Vale of Glamorgan, for example, 50% of the car parks no longer accept cash, although there are no plans to fully phase out cash parking.

In Ceredigion there is currently no option to pay for parking using cash: payments must instead be made by card, contactless or via a digital wallet, with the PayByPhone app currently being implemented. Season tickets can be purchased online, over the phone, or in person, which does offers an option to pay by cash or cheque.

Ceredigion reported that the decision to completely remove cash payments was made during the COVID-19 pandemic, with an Integrated Impact Assessment signed off in December 2020.

This assessment stated that the decision would have a positive impact on people over 50, with the rationale for this based on rates of debit card ownership, the then trend towards reduced use of cash, and greater safety as a result of not carrying it.

Due to the timing and context of the Integrated Impact Assessment, Ceredigion stated that it “has not been possible to engage or consult widely or in a meaningful way prior to implementing the change” but that further engagement activity was being considered.

The Commissioner remains concerned that older people were not given the opportunity to input their views to what amounted to a significant change in policy and that consultation was not undertaken at the time.

The use of cash has been rising since 2022, possibly as a result of the ongoing cost of living crisis, which demonstrates a potential change in the evidence base of the Assessment.

Furthermore, as highlighted within this report, feedback indicates that cash is still hugely valued by many older people, who may find themselves excluded if they are unable to use it.

Pembrokeshire’s response stated that all of the car parks within the local authority currently accept cash, but that there are plans over the longer-term to remove cash payments, beginning with the opening of a new cashless car park scheduled to open in summer 2026 (the car park will continue to support card payments).

This plan was put in place following a decision taken by Cabinet members and while the impact of this seems to have been assessed in the context of the well-being goals in the Wellbeing of Future Generations (Wales) Act, with some references to protected characteristics, a formal equality impact assessment has not been published. Furthermore, no specific public consultation has been conducted on this matter.

The Commissioner expects decisions of this nature to be subject to meaningful consultation by local authorities, following the formal guidance issued using her legal powers in March 2025 to improve engagement and consultation with older people.^[3]

Payment machine functionality and outages

At the time of receiving the information from local authorities, at least 18 machines were reported to be out of service for over a week in the past 12 months, with one local authority reporting a “small number” of additional outages. Four local authorities stated they did not hold this data, and one did not provide it.

These outages can be significant, as they often affect the availability of payment methods. Most local authorities indicated that multiple machines were available, with ‘clear signage’ directing users to functioning alternatives. Some authorities also referenced apps with automated telephone services as backup options, though it remains unclear how well these services are advertised or how accessible they are for older people.

One local authority explained that “MiPermit has several methods including phoning, texting, website or app,” although it was unclear whether users must download the app, have a registered account or access the internet to use these services.

Contingency measures

Four local authorities stated that free parking is offered when machines are broken.

However, six authorities pointed to apps as the only alternative, and one advised users to “move to another car park.”

Another stated that users could park “at their own risk,” with an officer verifying whether the machine was indeed out of order.

Alternative arrangements

When asked, “What alternative arrangements (if any) exist for individuals who are unable to use digital payment methods?” most local authorities reiterated that cash and card/contactless options were available to support inclusivity.

In the four cashless car parks outside of Ceredigion and Pembrokeshire, two offered card/ contactless/PaybyPhone, while the other two did not reference any alternatives, which is somewhat concerning.

The Vale of Glamorgan, who have removed cash from 50% of its car parks responded to this question simply with ‘cash/card,’ implying that card payments are available where cash is not.

Ceredigion stated that while it was possible to pay for parking season tickets by cash or cheque, this only applied to durations of three months or more, and recommended older people used a debit card instead. They suggested that individuals without a bank account could use a ‘prepaid debit card’ and also referenced limited free on-street parking and free parking in car parks between 6pm and 8am.

Concessions and permits

Local authorities were also asked about concessions and whether these required physical tickets or digital methods. Responses varied:

• Some authorities offer free or discounted parking for Blue Badge holders, requiring a physical badge.
• Some provide permits offering 50% discounts for individuals aged over 60, though it is unclear whether these are physical or digital, or how they are obtained.
• A small number of car parks offer digital-only permits, including annual or resident permits.
• In car parks using Automated Number Plate Recognition (ANPR), Blue Badge holders must apply for a digital badge.

Variation in practices

The responses from local authorities indicate there is considerable variation across local authorities in Wales regarding car park operations and accessibility, including the range of payment methods available; cash, card, contactless, and app-based systems and the availability and format of concessions, such as discounts for older people or Blue Badge holders.

This inconsistency creates unequal access across regions and contributes to confusion among older people, particularly when travelling between areas with differing systems.

Conclusions and recommendations

The experiences shared by older people throughout this report clearly demonstrate how just one aspect of digital exclusion – often considered to be relatively minor – can impact upon older people in a number of ways:

• Restricted Mobility: Many older people avoid town centres, local attractions, or essential services due to inaccessible parking systems.
• Social Isolation: Limited ability to travel freely reduces opportunities for social interaction, contributing to loneliness and declining mental wellbeing.
• Reduced Independence: Older people feel less confident travelling alone, particularly in unfamiliar areas where digital payment is assumed. This increases reliance on others and diminishes autonomy.
• Feelings of Inadequacy and Exclusion:  Some older people feel undervalued by society and believe their needs are overlooked by service providers.
• Health and Wellbeing Risks: Being unable to access healthcare, attend appointments, or engage in meaningful activities can lead to poorer health outcomes and increased emotional distress.

While the vast majority of local authorities have confirmed they will continue to offer a mixture of options to pay for parking using cash or card, the increased use and promotion of app-based payment systems seems to be creating the perception that the opposite is the case and that these options are being phased out. This suggests there have been failures to reach out to and communicate effectively with older people so they understand the options available.

Without a change in these perceptions, older people (and others) without digital access are at risk of being marginalised and excluded, undermining independence, and causing stress and anxiety over what should be a simple task.

Local authorities have a vital role to play here, alongside ensuring that, more widely, all members of their communities, regardless of age or digital ability, can access the services they need in a way that suits them to help them participate fully, a simple but essential step towards building age-friendly, inclusive communities.

Recommendations for local authorities

The Commissioner has identified a number of practical actions that should be delivered by local authorities to respond to the issues highlighted within this report and ensure they are meeting their responsibilities to ensure inclusive access:

• Maintain non-digital options (cash, card, phone) in all local authority car parks to ensure older people are able to pay for parking without needing to use a smartphone.
• Identify ways to reach out to and communicate with older people to improve awareness about the payment options available within local authority car parks, to challenge perceptions relating to ‘digital only’ payments and provide reassurance no smartphone is required – involving older people here will help to ensure messages are clear, relevant and impactful.
• Use clear, visible signage in car parks to reinforce messaging.
• Ensure payment machines and apps are simple to use – with clear instructions and readable screens – and are accessible to older people, including those with disabilities or sensory loss.
• Regularly inspect and maintain car park payment infrastructure for accessibility and functionality and commit to not issuing fines when app-only payment is required due to machine failure.
• Undertake meaningful engagement and consultation with older people, following the guidance issued by the Commissioner in March 2025 when changes to services are being considered, using their lived experiences to guide inclusive and responsive decision-making.
• Conduct and publish Equality Impact Assessments before any decisions are taken to ensure that the potential impact on different groups, including older people, has been fully considered.

Action by the Commissioner

The Commissioner will also take forward a range of action to ensure the issues highlighted within this report are recognised and responded to:

• Circulate a copy of this report to Chief Executives of local authorities in Wales, reiterating that services such as paying for parking must be easily accessible to older people and always include a non-digital option.
• Continue to engage with older people throughout Wales to understand the extent of this issue, draw attention to their experiences, and address the challenges posed.
• Raise with Welsh Government the concerns of older people regarding the reduction of non-digital and cashless payment options in car parks and beyond, framing this as an issue of equality and digital inclusion, and urging them to take proactive steps to support action from local authorities.
• Use this issue as an example of the need for public services to undertake an audit of the services they provide to older people to ensure that they are digitally inclusive and that non-digital alternative options are always provided to the same standard as digital ones. Highlight the impact of digital ageism and the need for governments at all levels – Welsh, UK and local – to take action to tackle this.

[1] Age UK (2024), Briefing: Facts and figures about digital inclusion and older people.  Available at:  https://www. ageuk.org.uk/siteassets/documents/reports-and-publications/reports-and-briefings/active-communities/internet-usestatistics-june-2024.pdf

[2] Older People’s Commissioner for Wales (2025), Exploring Digital Ageism.  Available at: https://olderpeople.wales/ resource/digital-ageism/

[3] Older People’s Commissioner for Wales (2025), Engagement and consultation with older people in Wales: Guidance for local authorities.  Available at: https://olderpeople.wales/resource/engagement-and-consultation-with-older-people-in-wales-guidance-for-local-authorities/