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Trading Standards Service Plan 1/28 2008-9

2008 - 2009


Here are some interesting facts that you may not know about Slough Borough Council’s Trading Standards service:

It is part of the Regulatory Services Unit, under the Green & Built directorate of the Council.

The service to the public costs

around 4p per Slough resident per week.

The team comprises of 10 staff , 5

full time and 5 part-time members

Members of the public sought

advice on over 1500 enquiries and complaints, last year.

The work of the Service affects every resident and business in the Borough and, therefore, has a major impact in promoting fair trade and protecting the safety and welfare of the public. Some examples of this include: investigating consumer fraud, inspection and testing of consumer products, seizure of unsafe and counterfeit goods including imported goods and prevention of the sale of age-restricted goods to young people and risked based routine inspections. This plan explains how we are going to promote a fair and safe trading environment within the Borough.

We will do this by: • Providing free and impartial advice

and information on goods and services to both consumers & businesses

• Targeting specific areas with project

based enforcement • Inspecting businesses on the basis of

risk • Inspection and testing of the safety

of products • Detection and investigation of

consumer fraud • Education through projects and press

releases • Investigating complaints • Consulting our customers on the

quality of our Service and key issues This plan is reviewed every year. We would welcome your views and comments on it and any suggestions on how it could be improved. Please post your comments on: http://www.slough.gov.uk or write to Trading Standards Manager, Town Hall, Bath Road, Slough SL1 3UQ To find out more about last year’s work and the initiatives that we are planning this year, please read on!

http://www.slough.gov.uk/


Our Vision Making Slough a Safer Place to Live, Work and Visit We want to make Slough a safer place to work and visit but we recognise that we cannot achieve this goal in isolation. It is vital that we foster partnerships with local enterprises, Trading Standards South East (TSSE), Consumer Direct, Age Concern, Thames Valley Police and Slough Primary Care Trust to meet shared goals and targets. Our Community Strategy sets out a long-term vision for Slough, for the people, the place, the prosperity of the town, and the things that need to be done to make this a reality. Organisations within Slough are already working together to improve life in the Borough. The Community Strategy builds on this work and is an agreement about the key aims and priorities for the future. It identifies where we can work together more closely to make a difference to the things that are most important to improving the life of Slough’s people. This Service Plan sets out the actions we are taking to promote Trading Standards for the benefit of the local community, visitors to the Borough and those who operate businesses in our town. The Regulatory Enforcement Team provides The Trading Standards Enforcement Service for Slough Borough Council and is also responsible for enforcing food safety, imported food control, infectious disease control and health and safety law.

An important aspect of this vision is to build strong community links in order to give everyone the opportunity to be involved. Our Enforcement Policy aims to ensure a graduated approach based on risk. It reaffirms our commitment to carry out our duties in an open, fair and consistent manner that promotes economic development. We recognise that most businesses want to comply with the law; therefore, we want to support and enable businesses to meet their legal duties without unnecessary expense. Firm action, however, will be taken, including prosecution, where appropriate.

SEGRO – Slough Estates, Europe’s Largest Singularly owned Trading Estate


Priorities:

Priority 1: To ensure Consumers are educated and informed by providing timely and accurate advice, appropriate information and targeted education. – Pages 5 - 9

Priority 2: To ensure Businesses are educated and informed by providing timely and accurate advice, appropriate information and targeted education. – Pages 9 - 13

Priority 3: To promote a Fair and Safe Trading Environment. - Pages 14 - 18

Priority 4 : To provide an Efficient, Effective and Improving Trading Standards Service.

- Pages 15 - 20

These priorities are also reflected in the plan for 2008/9 and fulfil corporate objectives and the five themes in the new LOCAL AREA AGREEMENTS:

We have four main priorities as follows:

1 – Community Cohesion 2 – Health & Wellbeing – adding years to life and life to years 3 – Safer Communities 4 – Economy and Skills 5 - Environment


Priority 1: To ensure Consumers are educated and informed by providing timely and accurate advice, appropriate information and targeted education through: Junior Citizen 2007 This annual event raises safety awareness to 11 year olds from East Berkshire (Bracknell Forest Borough Council, Slough Borough Council and Royal Borough of Windsor & Maidenhead) in ensuring that they will learn important life skills. Partners at the event gave the following presentations:

Fire Service – water and fire safety

Police – stranger danger/criminal damage

Network Rail – railway dangers British Red Cross – first aid Road Safety – seat belts & cycle

safety Royal Borough of Windsor &

Maidenhead Wardens – cost of vandalism

HYPE (Helping Young Persons through Peer Education) – drugs risks

Trading Standards & Consumer Direct – counterfeit goods

Trading Standards officers from the 3 Boroughs and officers from Consumer Direct asked the young students to compare one ‘real’ item and one ‘fake’ item from: DVDs, Trainers, Cuddly Toys, Socks and Disinfectants. The officers encouraged the students to discuss the similarities and differences to see whether they could ‘spot the fake.’ This interactive way was used to demonstrate the poor quality of the fake items and how they could potentially be unsafe.

Over two weeks 1500 pupil attended from schools throughout East Berkshire and evaluation forms were extremely complimentary of the event. 99% of the schools felt the presentations were suitably aimed for their pupils. CONSUMER SAFETY RECALLS (Non Food)

The recent General Product Safety Regulations 2005 gave us new powers and requirements regarding notification and recall procedures when unsafe products have been sold. With the large number of national and international companies based in Slough the team have become more and more involved in this area of work. Officers often liaise with companies, their legal representatives and engage in consultation and risk assessments to ensure that any safety issues are properly and efficiently addressed. That where serious safety issues are raised proper consideration is given to the content and nature of a recall programme. This year we have dealt with several products with varying safety issues including, child resistant caps that were faulty, an appliance with a faulty mains lead, and electronic components that could overheat. In each case we notify BERR (Department for Business, Enterprise & Regulatory Reform) of the action taken,


and where this has involved products being supplied outside the UK further notifications, called ‘RAPEX’ are then made to the European Commission to advise our colleagues and consumers on the continent. To find out more about products recalled or notified, access can be found at: http://www.tradingstandards.gov.uk/cgi-bin/newslist.cgi?area=safe and http://ec.europa.eu/consumers/dyna/rapex/rapex_archives_en.cfm Press Releases (Consumer advice).

During the year over forty press releases were issued resulting in many news paper articles being published and radio interviews being broadcast. Some of the topics covered during the year were;

• Christmas shopping and the sales • Counterfeit products warning

including vodka • Scams • Cold calling • Child car seat safety checks • Mobile cash back schemes • Charity scams

Buy with Confidence (BWC)

In response to concerns about ‘rogue traders’ the Trading Standards Service introduced a Buy with Confidence approved trader scheme. This scheme provides consumers with a list of reliable local businesses who have proved their commitment to trading fairly. The scheme has been operating for nearly a year being launched in April 2007. Since that time the number of businesses who have been accepted continues to grow. The BWC scheme aims to provide Slough’s residents with a list of approved and legitimate businesses and traders who give good customer service, do good work and are financially viable. The list would mean any resident, who wanted a local trader, could look at the list and choose an approved trader. The scheme is for all businesses from plumbers, electricians, carpenters and builders to motor dealers, mechanics, insurance brokers or estate agents. In fact anyone who serves the public. Each business will go through the following checks: • audit • background • credit checks • references • Criminal Records Bureau The cost of the scheme to a Slough business is discounted to £25 with an extra £20 charge for each member of staff needing to be checked with the Criminal Records Bureau.

http://www.tradingstandards.gov.uk/cgi-bin/newslist.cgi?area=safe

http://www.tradingstandards.gov.uk/cgi-bin/newslist.cgi?area=safe

http://ec.europa.eu/consumers/dyna/rapex/rapex_archives_en.cfm

http://ec.europa.eu/consumers/dyna/rapex/rapex_archives_en.cfm


All the businesses that are approved are then being placed onto the Buy with Confidence list which will be available on Slough Borough Council’s website and also to a wider audience on the Trading Standard’s South East region’s Buy with Confidence website: http://www.buywithconfidence.info They will also get a certificate, stickers for any work vehicles or office windows, a logo to use on letterheads and promotions. Any trader wishing to join the Buy with Confidence scheme, or any resident wishing to nominate a trader or business they feel have provided a good level of customer satisfaction should contact the BWC team at trading standards on 01753 875255 or e-mail [email protected]. Food awareness week

This was undertaken in conjunction with SHAP (Slough Health action Partnership) and involved seven practical food education sessions during the week with children at Colnbrook Primary school. Explanations and presentation of nutritional labelling on various food products was given and students were then asked to weigh out the different levels of sugar, salt and fat in these

products to physically demonstrate proportions in the food. The results were then presented to teachers and parents as a display in the Main Hall, where further advice, information and leaflets were available. Talks & forums The Trading Standards Team continued to support consumers and businesses by engaging in education initiatives Particular emphasis was made by the department, in order to engage with ‘hard to reach’ and vulnerable consumer groups (e.g. young persons and more mature members of the community, etc.). During the year, Trading Standards have carried out a number of seminars and presentations to a variety of consumer groups.

Junior Citizen & Food Awareness Week (previously mentioned)

Langley Neighbourhood Forum

Townswomen’s Guild Old Peoples forum St Mary’s Church Group OAP Week at Age Concern Thames Valley Sparks – On the work of trading standards and consumer rights

Health & Wellbeing Day at

Langleywood School – Food labelling & nutrition

Age concern – Scambusters – a

musical dedicated to give confidence to the elderly in dealing with ‘Rogues’ and unwarranted ‘Doorstep sales’


National Consumer Week The theme for the 2007 Trading Standards Institute National consumer week was buying from afar (distance selling). This was to aid and give consumers confidence in buying goods and services from a website, TV shopping channel, over the phone or responding to a magazine advertisement. Officers went to the local internet café’s to give the business owners leaflets on

their obligations and to advise customers on their rights when buying from afar. In addition just before this week, the International Consumer Protection and Enforcement Network (ICPEN) organised a project across the world to catch rogue trading practices involving the web and the use of testimonials, guarantees & endorsements. Our service joined in with the international web sweep focusing on any UK based get rich quick schemes.

Officers from the Trading Standards team spent hours searching for key words given by ICPEN using some well known and some lesser known search engines, to see which sites could contravene UK Laws and regulations. From this search, the team found 20 websites which could be possible scams and the relevant authorities were notified of our findings. Child car seat safety checks

On three occasions during the year Trading Standards and the Royal Berkshire Fire and Rescue Service surveyed and examined Child Car Seats at Asda’s car park in Slough. More than 60% of child seats failed safety tests which is 10% more than last year. Most of the faults were due to loosely fitted seats, twisted seat belts, incorrect seat belt routing and harness not being adjusted correctly. This means that some of the seats that had problems, if in an accident the child sitting in them would be more likely to be injured. It is important for parents to purchase new car seats, making sure they are fitted correctly and that the instructions


are retained. A car seat should be inspected before every journey to check for faults and loose fitting. A properly fitted child restraint prevents the child from being thrown about inside or ejected from the vehicle. This will dramatically reduces the likelihood of a child being killed or injured even at an impact speed of 30mph. The events educate parents as to the risks involved with incorrectly installed car seats and takes place at Asda 3 to 4 times a year for two days. Our customer feed back has always been very positive and as a result we will be extending this project in to schools and the Asian community with the assistance of our Community wardens.

Priority 2: To ensure Businesses are educated and informed by providing timely and accurate advice, appropriate information and targeted education through:

Weights & Measures Medical weighing project

In November we undertook a project with TSSE- Trading Standards South East – 19 local authorities to visit local hospitals to establish the accuracy of weighing equipment being used. Slough was not out of line with other authorities in finding a large proportion of weighing equipment to be outside normal acceptable limits of error. Over two days we checked 77 pieces of equipment and found 25 instruments to be inaccurate 31%. The hospital authorities have recognised these findings and a maintenance and replacement programme has been put in place to ensure that their weighing equipment is accurate and functioning properly. This was an important project as some weighing equipment is used for medical treatment for example in oncology for radiation doses, or in maternity for weighing premature babies requiring feeding. This project although regional is now to be carried out on a national basis to improve standards in medical weighing equipment and practice through partnership working with trading standards authorities.

Car seat display at Slough’s Asda Supermarket

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http://images.google.co.uk/imgres?imgurl=http://www.centralcarolinascale.com/WSI/WM-50-alternate.jpg&imgrefurl=http://www.centralcarolinascale.com/WSI/page3.htm&h=299&w=299&sz=22&hl=en&start=1&tbnid=agrYKdlzl5j9yM:&tbnh=116&tbnw=116&prev=/images%3Fq%3Dmedical%2Bweighing%2Bequipment%26gbv%3D2%26hl%3Den%26sa%3DG


Under age retail packs Slough “Proof of Age” card

Age restricted goods are controlled because of health and safety concerns for children. For example cigarettes are addictive and have long term health implications, solvent abuse can cause instant death and fireworks have potential for serious injury. Research has shown that preventing a habit forming and restricting access can influence future health and life chances. Unfortunately some retailers persist in flouting the law and making illegal sales, when caught by they insist the child looked older believing the sale was legal. In November 2005, to assist retailers and prevent illegal sales, Slough Trading Standards Team launched a free proof of age ‘Citizen Card’ to 16 – 18 year olds. The scheme was endorsed By Fiona Mactaggart MP, and was made available through 10 of 11 local schools, with the assistance of schools, police and retailers. To date three thousand cards have been issued.

The message to all is “No I.D. No sale”, there are no excuses to make illegal sales. Free Information packs have been made available to all Slough retailers selling age restricted products. These packs not only endorse the “No I.D. No sale policy, but contain guidance information for traders in complying with the law on age restricted products. The packs also highlight the changes in the age limit for the sale of tobacco products and knives which increased from 16 to 18 years in October 2007. They are also being distributed during retails inspections by officers. Home Authorities Within the borough lies Europe’s largest privately owned industrial estate. Coupled with the M25, M4 and M40 road links and close proximity to Heathrow this means Slough is the ideal base for many national and international companies with many famous brand names, e.g.: Tefal , ICI, Mars, LG, Honda, Fiat, Pentax, Amazon, Sara Lee, O2, Black & Decker. Trading Standards are responsible for about 50 of these companies, where the controlling mind for the company is based in the Borough. The Home Authority Principle has been setup with national companies across the country, to help reduce the burden on businesses, so that the company can have one single point of contact for their Trading Standards needs. Work includes:

Business Advice Consumer Advice Partnership working Product Recalls


Animal health in Slough??

Yes – we have been fully involved with Foot and Mouth controls during 2007, as well as other more general animal health issues

The last outbreak of Foot & Mouth disease (FMD) was first reported on 12th September 2007 in Egham, Surrey. A ‘Protection Zone (of 3km radius) and a ‘Surveillance Zone’ (of 10km radius) was set up by Surrey Trading Standards. Assistance in marking and signage was provided by Slough & Surrey Highways department. The Surveillance Zone initially transacted Slough on the South East side (i.e. Colnbrook, Langley, Upton area).

A nationwide ban on the movement of livestock was implemented. Through close liaison with Surrey Animal Health officers, DEFRA and other neighbouring authorities work was coordinated, in order to contain the virus spread.

An ‘Officer Reaction Group’ was set up (involving the Chief Exec, Highways, Emergency Planning and Trading Standards) to address any local issues affected by the outbreak.

Letters were dispatched to local Butchers, within the zone, to advise them on supply and sale issues. 22 premises were contacted and advised.

DEFRA Information Packs, outlining bio-security measures, were distributed by the Slough Trading Standards Team to 50 premises inside and outside of the Slough Borough.

Of the 23 premises visited that were actually within the Slough borough only 5 premises actually possessed livestock.

Further outbreaks were reported in Virginia Water on 18th September and most notably in Wraysbury on 30th September 2007.

Subsequently the Surveillance Zone was extended to incorporate the entire of the Slough borough. The extended Protection Zone was then found to cut through the Poyle area of the borough.

Slough Planning and GIS (Geographical Information System) mapping departments liaised with their counterparts in Surrey to ensure a seamless monitoring of the Borough. As there were no Public Rights of Way in this area, no pathways were closed.

One livestock keeper in the Poyle area had his cattle blood-tested. The results came back negative.


On 19th October 2007, following no new outbreak reports, the Protection Zone was lifted and incorporated into the 10km Surveillance Zone. On 19th November 2007, the whole Restricted Zone for this outbreak was revoked.

Slough Trading Standards continue to work closely with Emergency Planning, to ensure that contingency plans remain updated for any future potential animal disease outbreaks including avian flu.

Langley Horse Fair

The Langley Horse Fair on Parlaunt Road is new to the Borough and is usually held every Wednesday. This is a regular meeting and trading point for the traveller community from a wide area around Slough.

The Trading Standards Animal Health Team are currently in liaison with the event organisers, police, RSPCA and other organisations to ensure the health and welfare of the animals and that there is compliance with legislative controls. Slough Trading Standards are working closely with other Animal Health officers from neighbouring authorities, to ensure a consistent approach is made towards enforcing this sensitive animal welfare legislation. The horse fair seems successful and is likely to continue and expand its activities.

Smoking Ban On July 1st 2007, England

introduced a new law to make virtually all enclosed public places and workplaces in England smoke free. A smoke free England ensures a healthier environment, so everyone can socialise, relax, travel, shop and

work free from second-hand smoke. England at the time was the biggest jurisdiction to implement Smoke free legislation in the world. Slough Borough Council’s trading standards team; environmental health teams and licensing team were all empowered to enforce this law. Plans were put in place to visit all businesses within the borough. The teams were armed with information leaflets, signs and fixed penalty notices to help businesses comply with the legislation. Officers were out every day of the week for the first two weeks, and then went back to a normal working week.


By the end of July, 98% of businesses inspected were found to be compliant with the law. As the whole of the country was aware of this legislation, it has been relatively self regulatory, the most non compliances we found were due to incorrect signs being displayed or no signs up. Fireworks

The Trading Standards Service is responsible for ensuring that fireworks are stored and supplied safely and not sold to children under the age of 18. Because of public safety concerns we carry out 100% inspection of the 25 premises registered and selling fireworks. Recent years have seen the introduction of tighter controls on the sale of fireworks including restrictions on when they can be sold. Therefore, this year, the Service also carried out undercover test purchases of fireworks to see if retailers would sell outside the allowed periods of sale. A total of 22 retailers were visited for purchases and no sales were made. This was done as part of a region wide Trading Standards project which included participation from 14 other Authorities, where some illegal sales were made.

In addition the Service carries out test purchase exercises with the assistance of children to see if retailers will sell fireworks to under age persons. No sales were made and lessons appear to have been learnt from the previous year when a retailer sold a box of Red dragon Opal Fireworks to two volunteers aged 14 and 15. The trader was subsequently prosecuted and pleaded guilty in December 2007, he was ordered to pay a fine and costs amounting to just over £1,000.

Press releases (Business advice) During the year over forty press releases were issued, some of these were specifically aimed at businesses and topics covered were;

• Fireworks • Estate agents and Home

information packs • Child appealing and child resistant

lighters • Under age sales • ‘Buy with Confidence’ scheme.


Priority 3: To promote a Fair and Safe Trading Environment through: Doorstep crime

Part of the work of Trading Standards Nationally is to protect the elderly and vulnerable of our societies who have for many years been constantly easy prey to bogus door step callers. These bogus callers often convince the elderly and vulnerable that they need urgent, unnecessary and inflated expensive maintenance work carried out either on their homes or in their gardens. They also often persuade these elderly vulnerable people to accompany them to the bank/building society where they wait whilst the victim draws out cash to enable payment and leaving no tractability. Slough Trading Standards working in partnership with Trading Standards South East (TSSE) and our local Police are proactively helping Slough’s elderly and vulnerable community to combat these criminals. During June as part of the national police “Operation liberal “ we conducted a “Rogue Trader Day” operating with the Police, and Slough’s Community Wardens patrolling areas looking for these traders working on people’s homes. The occupiers of these houses were interviewed and asked if they had received the correct paperwork

and if they were happy with the work being carried out. The traders in general were happy to part take in this day as bogus callers often devalue their workmanship and the trust that consumers have in genuine traders. Rogue traders identified were immediately brought to the attention of the central co-ordinating body working for “Operation Liberal”. In August, working in partnership with Slough Police, all Banks and Building societies in Slough where visited. We drew to their attention that many of their customers may be being accompanied to draw out large sums of cash by bogus callers. To highlight this with the banks, leaflets were especially produced to enable them to train their staff to recognise such incidents and report them to either Trading Standards or the Police.

Further leaflets were produced for consumers and many of these were distributed to Age Concern venues and libraries throughout Slough.

The educational musical ‘Trickster’ was brought to Slough in September and two performances were held at Age Concern. The actors play a scene which not only alert the victims to such practices but gives them the confidence to say “No” to cold callers such as tarmacers.


The musical also depicted scenes and how to handle scams such as mailing bogus prize winners of free holidays, lottery scams, and telephone calls stating the recipient has won a prize/free holiday. Under Age sales work Under Age Sales test purchasing exercises were carried out during 2007 in conjunction with the Home Office / TSSE - TUSAC (Tackling Underage sales of Alcohol Campaign). The focus was on ‘persistent offenders’. A new offence for ‘Persistent Selling’ was brought in under the Licensing Act 2003, and the maximum fine is £10,000. 49 premises were visited, over four operations, and 9 illegal sales were made. One trader actually sold 3 times over these periods and prosecution are being considered for this new offence.

During the year the following were prosecuted in the courts:

Mr Hassan Tonbul the owner of Slough Off Licence, 247 Farnham Road, Slough, was fined a total of £350.00 plus £650.00 costs, for selling 2 bottles of Bud Ice to a 15 year old.

Mr Abrar Ahmed of Premier News Express, 406 Farnham Road was given a Conditional Discharge with costs of £150.00 for the sale of 2 x Bottles of Bacardi Breezer.

Mr Mohammed Sharif the owner of

I&H Food & Wine was given a £200.00 fine and £250.00 costs for the sale of a large bottle of Bacardi Breezer to a 15 year old.

The seller, Mr Bhatti, was also prosecuted and was fined £100.00 with £125.00 costs

Mr Jagat Kurija partner of Quality

Foods, 55 Cheviot Road, Slough, was fined £200.00 with £250.00 costs, for selling alcohol to a minor.

Mr Satvinder Rai, of Family

Foodstores, 2 Cherwell Close, Slough, was fined £2000.00, with £150.00 costs for selling a bottle of “WKD Vodka Blue” to a 15 year old.

Mr Supinder Singh at the One Stop

Liquor Store, 402 Farnham Road, Slough, sold 2 bottles of Bacardi Breezer to a 15 year old and was fined a total of £1000.00 plus £750.00 costs.

Also, Mr Rajav Pathak the owner of the store accepted a Caution, plus £1500 costs, in respect of their responsibility for this offence.


Mr Kewal Randhawa owner of 1 Stop Shop, 394 Farnham Road, was fined £5000.00 with costs of £3030.00 in respect of a sale of alcohol to a 15 year old.

Mr Parmajit Singh Gill of Gills Off Licence, 34 Stoke Poges Lane, Slough, was fined £250.00, with £776.00 costs for selling a box of fireworks to children 14 & 15 years.

Mr and Mrs Loyal had action taken

against them for the sale of alcohol to a minor Mr S Loyal (the seller) was fined £350.00, with costs of £350.00. Mrs Loyal (the owner of the store) accepted a caution with costs of £450.00.

Mr Surbir Arora the owner of Euro

Food & Wine at 307-309 High Street, was fined £400 with costs of £680for the sale of Bacardi Breezer to a 15 year old. The seller, Ms Magdalena Holka was £300 fine, with £790.73 costs.

In addition this year Licence Review hearings have also been taken, in relation to these traders. As a result alcohol licence suspensions of between 1 and 8 weeks have been imposed with further conditions being placed on those licences e.g. maintaining - working CCTV, a refusals register, maintaining fully documented training procedures for all staff. Unfortunately these illegal sales to minors seemed to persist; however,

recently in March 2008 there was a marked improvement. In a survey of 15 retail premises only one made an illegal sale of alcohol to a minor. We will keep supporting those who abide by the law, and we will peruse those who continue ignore our efforts to assist and are prepared to sell to minors. Where these sales are made, we will have no hesitation in bringing the offenders before the courts and our local licensing committees. Inspections

Weights and Measures has a very long history. The subject has been mentioned in many religious books and forms the basis of fair trade. By knowing the weight or measure of commodities enables a person to judge value and pay a fair price for the goods.

Trading Standards Officers are also Inspectors of Weights and Measures and are involved in checking the accuracy of measuring equipment from shop scales to weighbridges; petrol pumps to length measures and of course, the weight and quantity of goods for sale in the shops to ensure that the consumer is getting the correct amount.


Checks are carried out on a routine basis in the shops and manufacturers in the Borough. Many hundreds of pieces of equipment of all kinds have been tested in the past year in an effort to ensure fair trading. Road Traffic Act

Trading Standards enforce the Road Traffic Act in relation to the weight of vehicles on the road. Checks are held in different parts of the Borough to ensure that vehicles are within their permitted weight limits. In the past year, checks were carried out in the Colnbrook area in conjunction with Thames Valley Police. Over 50 vehicles were weighed in 3 sessions and 6 were found to be overloaded. Overloaded vehicles of any kind can be dangerous as the overload can affect the braking and steering characteristics. In addition overloading can cause damage to the roads and will give an unfair advantage over those who stay within the law.

Counterfeiting

The usual goods have been found in Slough. Counterfeit vodka, DVD’s, children’s trainers and mobile telephone accessories have all turned up and have been seized. Unusually, counterfeit lighters and cigarettes have also been found and seized. There seems no end to the products that get copied and sold as genuine. In the current year some 7660 items have been seized with a street value of over £111,506. When you look at the sale value, the loss to the criminals is in the region of £37,972. Several successful operations took place, some in conjunction with the Thames Valley Police, have netted several sellers of DVD’s. These have tended to be people of Chinese origin who haunt the High Street, shops and industrial estates of the Borough.

Counterfeiting is not a victimless crime. Using the example of the counterfeit cigarettes, it can be seen that the counterfeiters will not use the same care and high standards as the genuine manufacturer. This could have a more devastating effect as there is no control


over the chemicals used or their quantities. In addition, the loss to the genuine trader is considerable, putting jobs, tax and national insurance revenue, council tax and business rates revenue at risk. This problem is multiplied when the manufacturer is considered. It is also possible that the counterfeiting operations are linked to more serious crime such as money laundering, people trafficking and terrorism.

Home information packs (HIPS)

From 2007 home owners in England and Wales are required, by law, to produce a Home Information Pack, at their own expense, before putting their homes up for sale and to make this available to prospective purchasers.

HIPS are part of a package of measures being introduced by the Government to dramatically reform the home buying and selling process. Providing key information up front is intended to make the process of selling a home more efficient, clearer and easier for consumers, reducing the risk of delays, failed transactions and minimising wasted expenditure.

Trading Standards Officers are required to enforce the provisions of the new Home Information Pack Regulations and report breaches to the Office of Fair Trading which could result, ultimately in a banning order requiring the agent to cease trading. In order to assist local estate agents a seminar promoted to give information on these new requirements. Speakers included our Trading Standards manager and representatives from the OFT and the Dept. of Communities & Local Government.

Priority 4: To provide an Efficient, Effective and Improving Trading Standards Service demonstrated by.

Charter Mark The Trading Standards team gained

the prestigious Charter Mark award in recognition of their excellent customer focused service in April this year. Consumers and businesses in Slough can rest assured they are getting an excellent service from Trading Standards who offer advice across a very broad range of both consumer and business issues. The award came after submitting an application with over 270 pieces of evidence and a days audit to check that the services met six criterion including, performance, involvement with customers’ partners & staff, access service, effective use of recourses, equal opportunities and a commitment to improve. Charter Mark is notoriously difficult to achieve and this was our first application, which demonstrates the team’s total commitment to customer


service. The award is a fitting tribute to the hard working and committed staff in this relatively small enforcement team. The auditor commented in his report that there was a clear commitment to principles of the Charter Mark standard and its importance in service delivery; He found that customer satisfaction was high with both customers and partners alike. In relation to best practice he was particularly impressed with the production of the service plans. Slough’s MP Fiona Mactaggart was delighted to congratulate the team on gaining the Charter Mark award when she presented the certificate to them in person.

Chief exec commendations On the 25th July the Trading Standards Team attended a reception in the Town Hall given by the Chief Executive, Ruth Bagley who presented the team with her commendation for being awarded the Charter Mark earlier in the year. The team was commended for achieving very high standards in customer service in six key areas including, engaging with customers, partners and staff, promoting choice, and using resources effectively and imaginatively.

(L-R: Emma Richards Technical Enforcement Officer, Ruth Bagley Chief Executive Officer, Cllr. Rashad Butt Mayor and Levine Whitham Environmental Health officer)

The Mayor Cllr. Rashad Butt also presented the team with a crystal Charter Mark trophy in recognition of this achievement. I addition during the year the team and individual members have received letters of commendation from our Chief executive Ruth Bagley Staff development

Staff 1 -2 -1s and appraisals are continuously carried out and reviewed. All staff attend various training events which contributes to their professional development and competency.

In addition there are specific training programmes in effect for officers to qualify as Trading Standards officers and Food Enforcement Officers.

During the year Our trainee Russell Clarke has passed five professional examination papers which will eventually lead to his qualification as a Trading Standards Officer

Russell has also attended training and gained certification for competence to examine and test the safety of child car seats.

Russell and Dean Cooke have obtained their ‘petroleum passport’ examination enabling them to work competently on garage forecourts.

Complaints about the service – none Compliments 21 compliments and letter of thanks were received. Two examples being


Many thanks to Jaspal Singh for dealing with debts I incurred while suffering mental illness, and for being very polite and reliable.

Thanks to Slough for help with Consumer Direct SE - Slough is one of the best TS authorities for being proactive and enthusiastic

Benchmarking/ Peer review

Benchmarking has got underway within the 19 authorities that make up the Trading Standards TSSE regions. Initially the group are reviewing Business Advice. Our procedures are in the process of being updated and will reflect some of the standards for ‘Good’ or ‘Better Practice’. However it has been identified we need to do more proactive contact work and consultation with business, which is also part of our Peer Review Improvement plan.

Service improvement? The service moved in to the Town Hall which has meant that we have use of the reception and car paring facilities for our customers which were not available previously at Wellington House. Similarly we have access to a dedicated interview rooms and state of the art meeting rooms in St Martins Place.

We continue to monitor customer feed back and project reviews and enhance the service wherever possible as a result. E.g. car seat safety will be promoted in schools and the Asian community, and message of the dangers of alcohol will be taken in to schools by means of a theatre presentation.

Our quality control procedures are continually reviewed and updated

As part of the Regulatory Enforcement Unit opportunities have been taken for a variety of collaborative arrangements. We have particularly worked proactively together with Environmental Health, Licensing and Community Warden Colleagues. This has led to more efficient and effective enforcement. Examples are; New Smoke Free enforcement, Animal By products, Food awareness week. Under age sales and license reviews. Any comments or recommendations for service improvement can be made directly to:

Keith Eaglestone, Trading Standards Manager. 01753 875255 [email protected]


What will be for 2008/9? The Unfair Commercial Practices Directive – New for 2008/9

The Unfair Commercial Practices Directive is EU legislation that will be put in to UK law during 2008 and will give higher levels of protection to consumers in the UK and across Europe.

Unfair commercial practices potentially harm us all, whether it is misleading pricing, selling clocked cars, prize scams or high pressure selling. This new legislation will give us new powers to tackle a far wider range of consumer abuse. There will be a new duty to trade fairly and we will be able to challenge any business thought to be trading unfairly, with ultimate sanctions being taken through the civil or criminal courts. Although this is a general duty there are 31 specific trading practices that are banned, these include for example inertia selling, refusing to leave someone’s house when requested, falsely stating that the product will be available for a very limited time, running a prize promotion without awarding prizes, making persistent solicitations by telephone, fax, email Some of our existing Consumer Protection laws that overlap with this new legislation will be repealed, such as the very successful Trade Descriptions Act. However, we will now be able to

investigate complaints where we have been unable to do so previously, scams would be a good example. We believe these changes in consumer protection are radical, but will bring better and wider protection and support for consumers as the trade Descriptions Act did back in 1968. Trading Standards Officers do not under estimate the additional work that this will bring to their service and they will require training, but they will rise to these new challenges to assist not only our residents but our businesses in Slough. This will be our main challenge for 2008/9.

Business protection from misleading marketing regulations 2008.

These regulations are designed to Compliment the Unfair Consumer Practices regulations and assist traders By prohibiting any misleading Indication if it

a – deceives, or is likely deceive the trader to who it is addressed and

b -it is likely to effect his economic behaviour or

c- is likely to injure a competitor

“Last Orders” Theatre Show

With the problems of under aged purchase and drinking of alcohol in mind we will be adopting a new approach by taking a message to students on the dangers of under age drinking. This will take the form of a theatre show very similar to the successful ‘Trickster’ doorstep crime shows aimed at vulnerable adults.

http://images.google.co.uk/imgres?imgurl=http://uktv.co.uk/images/sitesection/m/5092_m.jpg&imgrefurl=http://uktv.co.uk/gold/homepage/sid/5030&h=112&w=112&sz=10&hl=en&start=5&tbnid=0w0DjU8jbaHzAM:&tbnh=86&tbnw=86&prev=/images%3Fq%3Ddodgy%2Bdealer%26gbv%3D2%26hl%3Den%26sa%3DX

http://images.google.co.uk/imgres?imgurl=http://www.dvdactive.com/images/reviews/screenshot/2001/9/minder1a.jpg&imgrefurl=http://www.dvdactive.com/reviews/dvd/minder-series-2-part-1-of-4.html&h=315&w=420&sz=24&hl=en&start=48&tbnid=Ia0DR-zuGK7XqM:&tbnh=94&tbnw=125&prev=/images%3Fq%3Ddodgy%2Bdealer%26start%3D40%26gbv%3D2%26ndsp%3D20%26hl%3Den%26sa%3DN

http://images.google.co.uk/imgres?imgurl=http://uktv.co.uk/images/sitesection/m/5092_m.jpg&imgrefurl=http://uktv.co.uk/gold/homepage/sid/5030&h=112&w=112&sz=10&hl=en&start=5&tbnid=0w0DjU8jbaHzAM:&tbnh=86&tbnw=86&prev=/images%3Fq%3Ddodgy%2Bdealer%26gbv%3D2%26hl%3Den%26sa%3DX


And Finally……. …did you know? For consumer advice always call

consumer direct on 08454 04 05 06 We received 1104 consumer

complaints up 10.4% on last year 93.75% of those complaints were

responded within target time We serve just under 120,00 residents

Our Enforcement Policy can be found

on: http://www.slough.gov.uk/services/2263.asp

Trading Standards Service can be

viewed on the Slough Borough Council website: http://www.slough.gov.uk/services/764.asp

Contact Us Our offices are open from: 9am until 4.45pm Monday - Friday Address: Town Hall Bath Road Slough SL1 3UQ Telephone: 01753 875255 Fax: 01753 875221 Web/Email http://www.slough.gov.uk

Do It Online Age Concern: http://www.ageconcern.org.uk Consumer Direct: http://www.consumerdirect.gov.uk Citizen’s Advice Bureau: http://www.citizensadvice.org.uk Department for business trade and regulatory reform: http://www.berr.gov.uk Office of Fair Trading: http://www.oft.gov.uk

http://www.slough.gov.uk/services/764.asp

http://www.slough.gov.uk/services/764.asp

http://www.slough.gov.uk/

http://www.ageconcern.org.uk/

http://www.consumerdirect.gov.uk/

http://www.citizensadvice.org.uk/

http://www.berr.gov.uk/

http://www.oft.gov.uk/

Pilot - Team Plan Template


Trading Standards Enforcement Team Plan 2008/9 Part 1 – Introduction SERVICE ACTION: Guidance note: A ‘Team Plan’ must be completed for each ’Service Action’ as set out in the relevant ‘Service Plan’.

To provide an effective and efficient Trading Standards service

SERVICE:

Neighbourhood Enforcement Team

DIRECTORATE:

Green & Built Environment

DIRECTORATE MISSION STATEMENT:

To ensure a better quality of life for everyone now and for generations to come.

DIRECTORATE OBJETCIVE:

Provide and effective and well co-ordinated Public Protection Service.

PERIOD OF TEAM PLAN:

1 year – 2008/9

OFFICER RESPONSIBLE:

Name: Keith Eaglestone Job title: Trading Standards Manager

Part 2 – Financial resources TEAM CAPITAL BUDGET 2005/6 TO 2006/7:

£

TEAM REVENUE BUDGET 2005/6 TO 2006/7:

£



Part 3– Staff appraisals and personal development plans WHERE APPLICABLE, ARE ALL STAFF APPRAISALS (INCLUDING PERSONAL DEVELOPMENT PLANS) IN PLACE? Guidance note: All staff employed directly by Slough Borough Council who have been in employment for more than one year should have an annual Appraisal and Personal Development Plan.

YES

Part 4 – Context WHERE ARE WE NOW? Guidance note: In 2/3 paragraphs, clarify the context and issues that face the team and its users. Be proud of your accomplishments and sharing your learning. Be honest with assessing and owing the challenges the service faces.

The Trading Standards Team is a highly motivated successful unit with a history of achieving in almost every

aspect of service delivery. The work in combating all aspects of counterfeiting, underage sales, doorstep crime etc. although successful are

unremitting challenges to the service and more proactive work will be needed to improve trader compliance for the foreseeable future..

The launch of the approved trader scheme “Buy with Confidence” in April will continue provide new opportunities for the team to work to the benefit of consumers and businesses, with the long term goal of reducing consumer/trader complaints.

The every increasing profile of the service, added burdens of legislation and increasing numbers of complaints, will in themselves create more pressures on the team to maintain service delivery within its existing stretched resources.

In conjunction with the Food and safety Team Trading Standards achieved the Governments Charter mark Status for excellence in service delivery

WHERE DO WE NEED TO BE? Guidance note: In 2/3 paragraphs assess what needs to change. This will help set a clear vision for the team over the long term as well as focusing on Team Outputs over for the year ahead.

There needs to be a continued drive for increased awareness of the service to all our stakeholders and greater

joint working arrangements with other regulatory enforcement teams and outside agencies. With the increasing demands placed on the service there needs to be a more focused approach to all our

enforcement activities with greater emphasis on prioritisation of work demands. This will include the updating of written procedures.

HOW DO YOU MEET USER EXPECTATIONS? Guidance note: In 2/3 paragraphs outline how the tram meets user expectations. Service planning should be driven by what serves residents and existing or potential customers’ best. Refer qualitative or quantitative surveys (e.g. Annual Attitude Survey) and/or formal and informal feedback.

Customer and trader feedback questionnaires will continue to be sent out with feedback analysis. Consultations with all our stakeholders by surveys at events such as trader seminars, National Consumer Week,

Junior Citizen Week, Children’s Car Seat Safety Projects, will provide both quantitative and qualitative feedback on the needs of businesses and residents.

Businesses within the borough of Slough to which we provide timely and accurate legal advice in all aspects of consumer law to be surveyed to see whether the service we provide meets their needs. This will also provide an opportunity to take on board suggestions that would improve service efficiency.



Part 5 – Service activities and team outputs SERVICE ACTIVITIES 2005/6 to 2007/8

OFFICER RESPONSIBLE: Guidance note: Insert name and job title.

TEAM SUCCESS MEASURES: Guidance note: Provide a maximum of 3 team success measures for each service activity. How do we know we have succeeded? We will be successful if…

2006/07 TEAM OUTPUTS Guidance note: Provide a maximum of 5 team outputs against each service activity.

BY WHEN: Guidance note: Use the following format – month, year e.g. September 2006

Children & Young People

To continue to introduce Proof of Age cards for all school Children of relevant age. [2]

Linda Johnson Senior Trading Standards Officer

To provide added assistance to traders to comply with under age legislation

Improve compliance Ongoing

To try to improve obesity in Schools through education and training on the nature of food ingredients and food labelling. [2]

Angela Satterly Principal Technical Enforcement Officer

To education school children on food labelling to improve obesity levels.

Lowered obesity levels in schools

Ongoing

To prevent access to age related products e.g. alcohol, cigarettes, etc. [3]

Dean Cooke Technical Standards Officer

To improve levels of compliance by traders and added protection to children

Improved compliance March 2009

To work with the Police, Fire Service, Road Safety and other similar bodies during Junior Citizens week to educate on life skills. [1]

Russell Clarke Technical Enforcement Officer

Improved partnership working Partnership working and improved awareness of life skills in school children

March 2009

To reduce substance abuse by Proactive measures to prevent the sale of solvents to underage school children. [3]


To improve levels of compliance by traders and added protection to children

Improved compliance March 2009

To look again at Children’s lunch boxes to improve healthier eating. [2]


To educate school children to improve healthier eating

Lowered obesity levels in school

March 2009

To educate school children on alcohol issues re: health and legality through “Last Orders” Performance and Workshop. [3]

Linda Johnson Senior Trading Standards Officer

To educate school children on alcohol related issues.

Improved awareness of alcohol abuse amongst school children

March 2009



SERVICE ACTIVITIES 2005/6 to 2007/8


TEAM SUCCESS MEASURES:

2006/07 TEAM OUTPUTS

BY WHEN:

Safer & Stronger Communities To organise a series of children’s car seat safety checks for mothers. [1]

Russell Clarke Technical Enforcement Officer

To improve the safety of children in motor cars

Improved awareness of children’s car seat faults

Ongoing

To continue to contribute to the enforcement of Smoke Free environments in public places. [2]

Dean Cooke Trading Standards Officer

To improve levels of compliance Reduction in health related issues e.g. cancer mortalities.

Ongoing

To programme a series of overloaded vehicle checks within the borough. [3]

Peter Adshead Senior Trading Standards Officer

To deter over loaded vehicles from travelling in Slough and reduced incidents of non compliance

Prosecutions, prohibitions and caution

March 2009

To provide legal advice to consumers on all aspects of consumer law. [3]

Fakhra Zaman Senior Technical Enforcement Officer

To improve consumer awareness of consumer protection legislation

Customer satisfaction levels and improved response times

Ongoing

To continue to carry out a programme of food sampling projects to look at food composition, labelling and quality for legal compliance. [2]


To improve legal compliance Reduced level of non-compliance

March 2009

To target the most complained about trader to improve compliance. [3]


To work with these businesses to reduce complaints

Reduced levels of consumer complaint

Ongoing

To educate consumers through education leaflets, press releases, articles and events etc. [1]

Keith Eaglestone Trading Standards Manager

To educate business and consumers on consumer protection law.

Improved awareness of legislation.

Ongoing

To examine for awareness grants and areas for service costs recovery to assist service provision. [4]


Improved Service delivery Improved awareness of service.

Ongoing







BY WHEN:

Healthier Communities and Older People To protect vulnerable and elderly people from bogus itinerant traders through the Doorstep Crime Initiative. [3]


To provide an effective and efficient response team for the elderly and vulnerable against predatory callers

To educate older and vulnerable people and deter itinerant traders from cold calling sales

March 2009

To continue to educate older people on food labelling awareness and other consumer law subjects areas. [2]


To educate older people on healthier eating through food labelling awareness.

Healthier eating awareness. Ongoing

To work in conjunction with TRIXSTER to raise awareness of doorstep scams to the elderly and vulnerable. [3]


To provide an effective and efficient response team for the elderly and vulnerable against predatory callers

To educate older and vulnerable people and deter itinerant traders from cold calling sales

March 2009

To produce an Emergency plans for Animal Health outbreaks e.g. Foot & Mouth, Avian Flu. [5]


To update on ongoing basis Annual Health emergency plan for notification disease outbreaks

Publish up to date information for consumers and relevant businesses

Ongoing

To prevent the sale of age restricted goods which could contribute to anti-social behaviour e.g. aerosol paints, knives, fireworks and alcohol. [5]


Proactive measures to deter sale on age restricted goods.

Contribute to prevention of anti social behaviour issues within borough.

March 2009

To help to reduce mortality from cancer by alcohol and tobacco enforcement. [2]


Greater levels of compliance and education

Contribution to reduction in cancer mortalities.

Ongoing







BY WHEN:

Economic Development & Enterprise To continue with the Buy with Confidence Trading standards Approved Trader Scheme. [4]

Fakhra Zaman Senior Technical Enforcement Officer

To assist Slough companies comply with legislation and help consumers in selecting approved traders.

Improved compliance and reduced complaints

Ongoing

To continue to provide legal advice and guidance to our local and multinationals businesses through the Home Authority Principle. [4]

All To provide a cost effective scheme for businesses in Slough to ensure compliance.

Improved compliance Ongoing

To investigate consumer and business complaints to tackle rogue traders. [4]

All Investigate rogue traders to protect consumers.

Rapid enforcement action against offenders

Ongoing

To continue to carry out inspections of businesses based on risk. [4]


To assist and educate consumers on consumer legislation

Improved compliance. Ongoing

To continue to deter counterfeit products of all types being offered for sale by targeting the sellers. [4]


Investigate and target counterfeit traders to protect legitimate businesses


Ongoing

To proactively target itinerant rogue traders by inspections and raids. [4]


Investigate and target counterfeit traders to protect legitimate businesses


Ongoing

To work with the other 19 TSD authorities in the South East [TSSE] for a safe and fair trading environment to maximise efficiencies and effectiveness whilst retaining local accountability. [4]

All the Team To provide enhanced protection for consumers and legitimate business through economies of scale

Improved compliance and cost effectiveness.

Ongoing

Local Area Agreement Themes

[1] Community Cohesion [2] Health and Wellbeing - adding years to life and life to

years [3] Safer Communities

[4] Economy and Skills [5] Environment

the role of trading standards - slough.gov.uk · slough’s residents with a list of approved and...

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