FAQ

Below is a copy of the current FAQ directly from the hillingdon.gov.uk website. If any additions, removals or updates are made, we will track them here. Please let us know if you see any changes.

First Uploaded: 07/05/2009.

About the card

1. Why are we introducing a residents’ card?

HillingdonFirst will offer access to services and privileges that are not available to non-residents.

2. How do you know residents want it?

We have consulted with residents about the idea of a residents’ card and what it might be used for. Residents were even involved in choosing the name and design of the card. The responses have been overwhelmingly positive.

3. Do I have to pay for my HillingdonFirst card?

No, membership is free for all Hillingdon residents.

4. Will the costs of the card be put onto council tax bills?

No.

5. How will the council pay for the card?

It will be funded through charging non-residents extra for using council facilities, for example parking in Hillingdon or using Hillingdon’s public amenity sites.

6. Who will get the card?

HillingdonFirst is being sent to residents over 18 years old.

7. When will I receive my new card?

The council aims to launch HillingdonFirst in summer 2009. You will be sent your HillingdonFirst card at this time. If you do not receive your card, you should contact us so we can register your details and get a card sent out to you.

8. I am a new resident how do I get a card?

Once the card is launched you will be able to register for a new card through the council’s website (www.hillingdon.gov.uk/hillingdonfirst). If you do not have access to the internet you will be able to call 01895 556677.

Using your card

1. How do I use my HillingdonFirst card?

Using your HillingdonFirst card is simple:

• To borrow from a Hillingdon library - simply take your HillingdonFirst card with you to the counter as normal.
• For preferential parking rates – Remember to take your HillingdonFirst card with you and before you put your money into the parking machine, press the yellow button and touch your card as shown on the machine.
• For discounts at local shops and businesses – Show your HillingdonFirst card at the till before you purchase your goods or services.
• For free access to the waste and recycling centre in Harefield – just touch your card on the picture of HillingdonFirst on the machine at the entrance. Changed 10th June 2009.
  
• For free access to regular domestic landfill waste areas at the waste and recycling centre in Harefield – just touch your card on the picture of HillingdonFirst on the machine at the entrance.

2. Do I have to do anything to activate or register my HillingdonFirst card?

No, just start using it to enjoy resident privileges and discounts.

3. How will this card work as my library card?

If you are an existing library member HillingdonFirst will replace your library card. Please destroy your old library card and start using your HillingdonFirst card. If you have not used a library before, please bring your HillingdonFirst card and one proof of ID and you can join the library immediately.

4. Can I renew my library books using the 01895 556677 phone number on the card?

Please renew your library books in the library or online as you do at the moment.

5. What do I do to get discounted parking? Changed 27th May 2009
5. What do I do to get the preferential parking rates?

Simply press the yellow button and touch your card on the picture of HillingdonFirst on the parking machine.

6. What happens if I forget my card?

You will have to pay the full charge and will not receive the preferential rate.

7. Which shops are participating in the scheme?

The latest list of participating shops will soon be available through the council’s website (www.hillingdon.gov.uk/hillingdonfirst)

8. What do I do if a shop refuses my card?

Ask to speak to the shop manager in the first instance. Acceptance of the HillingdonFirst card is at the shop manager’s discretion.

9. Will I need a proof of ID to show that the card belongs to me when buying goods or services?

No, just show your HillingdonFirst card.

10. Can I use the card to make an online purchase from a participating store?

No, you will need to show your card in store.

11. Does the council endorse the businesses, products and services in the loyalty scheme directory?

The council does not endorse businesses, products and services in the directory.

12. Will any other services be added to my HillingdonFirst card?

We are planning to add more services in the future, including preferential rates when you use the council’s leisure centres, golf courses and theatres.

13. Is this card the same as my council tax card?

No, HillingdonFirst cannot be used to pay council tax.

14. Can I lend my card to a friend or relative?

No, HillingdonFirst privileges and benefits are only for the card holder.

15. Where can I find the terms and conditions of the HillingdonFirst scheme?

The full list of terms and conditions of use for the HillingdonFirst card and scheme will be available at www.hillingdon.gov.uk/hillingdonfirst once the card is launched for a full .

Security

1. Will my personal information be on the card?

We will only store and print your name and card number. No address or financial information will be stored or printed on the card.

2. Is my HillingdonFirst card secure?

Yes. The HillingdonFirst card does not contain personal details and does not allow anyone to access money by using it.

3. Will you share my personal information with any other organisation?

No personal information will be made available to other organisations without your permission.

4. What should I do if I lose my HillingdonFirst card?

To report a lost or stolen card you should contact the council immediately by calling 01895 556677 visit the council’s website at www.hillingdon.gov.uk/hillingdonfirst once the card is launched. We will cancel it as soon as you tell us and will order you a new card. The first replacement is free, but further replacements cost £5.

Business queries

1. I want my business to be part of the loyalty discount scheme for card holders – What should I do?

Please complete the online enquiries form at the bottom of this page including your contact details and a member of the HillingdonFirst team will contact you

2. What if I want to leave the scheme?

You can choose to leave the scheme at the annual review.

3. If I am part of the scheme, can I say that the council endorses my business?

No. The council is not able to endorse members of the HillingdonFirst scheme.

4. If I want to change to benefits/discounts I am offering residents, what do I need to do?

You have committed to offer the published incentive for 12 months. You may add to this incentive at any time. You can withdraw this incentive at the annual review.

Question not answered?

Please submit your query by completing our online enquiries form which will be recorded by our contact centre and answered by the appropriate department.