Trading Standards Service Plan 2017 - 2018

Contents

Page

Section 1 Introduction 1

Section 2 Core Functions 2

Section 3 Service Priorities 3

Section 4 Council Priorities 4

Section 5 National Priorities 5

Section 6 Regional & National Working 6

Section 7 Service Structure & Profile 7

Section 8 Service Context 8

Section 9 New Challenges 9

Section 10 Key Priority Areas 10

Section 11 Contact Us 11

Appendix 1 Key Actions & Activities 12

1.0 Introduction

The Borough of Stockton-on-Tees covers an area of 20,393 hectares and is an area of contrasts - a mixture of busy town centres, urban residential areas and picturesque villages, whilst maintaining a strong industrial presence. The population of around 194,000, living in approximately 84,500 households, has been increasing steadily since the 2001 census and is expected to increase by a further 11% by 2037.

Stockton-on-Tees Borough Council has a vital role to play in providing quality services to the people of the Borough. The Council is performing strongly and is committed to improving services for local people through strong leadership, effective partnerships and investment in priorities.

Dealing with the continued budget reductions required by Central Government alongside the growing demands for its services, provides a massive challenge for the Authority. It is expected that by 2018/19 government funding to the Council will have reduced by £67 million since 2010.

Stockton-on-Tees Borough Council has always been recognised as a customer-focused council that delivers value for money and makes effective use of its resources, through strong political and executive leadership, good governance and talented, committed employees. It is these attributes, alongside a planned approach to managing the

budget reduction that has helped the Authority in protecting frontline services.

Within this setting the Trading Standards Service provides an important regulatory function, carrying out a range of duties aimed at protecting consumers and reputable businesses. This protection is provided in relation to virtually the full range of personal and household goods and services, from the purchase of daily necessities to the arrangement of a mortgage.

Through advice, education, enforcement and partnership working, the primary aim of the Trading Standards Service is to provide a fair and safe trading environment for the benefit of consumers and reputable businesses in Stockton-on-Tees.

The service planning process for Trading Standards is vital in ensuring that resources are allocated to priority areas, which meet the needs and wishes of local consumers and businesses. Taking steps to review, develop and modernise service provision underpin this process and help to identify possible service efficiencies.

Any feedback on this Plan, good or bad, is welcomed and can be made in writing to Trading Standards, 16 Church Road, Stockton-on-Tees, TS18 1TX, by telephone on 01642 526560, or via e-mail at trading.standards@stockton.gov.uk.

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2.0 Core Functions

The work of the Service aims to promote open and competitive markets whilst empowering consumers making it easier for them to resolve problems. Only in a safe and fair trading environment, which protects both consumers and reputable business activity, can the local economy succeed and flourish. The Service’s key areas of responsibility can be shown as follows:

Responsibility Description

Business Advice Providing advice and assistance to businesses on all aspects of Trading Standards legislation to raise their awareness and help them comply with their legal responsibilities.

Consumer Advice Advice and assistance for consumers with problems and disputes arising from the supply of consumer goods and services.

Fair Trading Protecting against scams, tackling counterfeiting, doorstep crime, disrupting the informal economy and dealing with misleading statements about the price, quality or description of goods and services.

Product Safety Monitoring consumer goods to ensure that they are as safe as possible and do not present a risk to health.

Age Restricted Sales Ensuring age restricted products, e.g. alcohol, tobacco, videos, e-cigarettes, butane lighter fuel and fireworks, are not supplied to children.

Food Standards Ensuring that food is correctly described and labelled throughout the supply chain, and that compositional and nutritional standards are met.

Weights and Measures Work relating to the accuracy of weighing and measuring equipment in use for trade and the accuracy of quantity declarations made on products.

Consumer Credit Monitoring the consumer credit licensing regime and ensuring transparency in credit transactions, documentation and advertisements.

Fertilisers and Animal Feed Registration and inspection of designated animal feed establishments and ensuring that both fertilisers and animal feeds are correctly labelled, safe to use and do not present an on-going risk to the human food chain.

Road Traffic Work regarding unroadworthy vehicles, overloaded goods vehicles and weight restricted areas.

Alcohol Control Duties as a Responsible Authority under the Licensing Act 2003, especially in protecting children from the harm caused by alcohol.

Tees Valley Measurement Tees Valley Measurement, is jointly funded by Stockton, Middlesbrough and Redcar and Cleveland Trading Standards Services and is subject to a formal partnership agreement. The Centre provides a specialist metrology facility for partner authorities and makes available a specialist calibration service for local industry.

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3.0 Service Priorities

Through advice, education, enforcement and partnership working, the primary aim of the Trading Standards Service is to provide a fair and safe trading environment for the benefit of consumers and reputable businesses in Stockton-on-Tees.

In striving to meet this aim, the Trading Standards Service undertakes a number of activities including:-

• Pro-active, intelligence led market surveillance work to ensurelegal requirements are met and consumers can shop withconfidence. This includes sampling and testing of goods andcarrying out business inspections to identify problems beforethey cause harm.

• Advice and support services for businesses to ensure that theycan get things right at an early stage and meet their legalobligations. This includes the testing and certification ofweighing and measuring equipment and providing tailoredbusiness advice.

• Providing specialist advice and information to consumers toenable them to make sound, safe and well informed choices.

• Responding to complaints from local consumers andbusinesses and investigating breaches of consumer protectionlegislation to help prevent harmful and hazardous business

practices, prevent detriment to consumers and reputable business and to ensure public safety.

• Working in partnership with a number of different organisationsand bodies such as other Council services, the Police,Scambusters and the Citizens Advice Consumer Service, tounderpin all of the above activities and to develop and improveservice delivery.

To help achieve its aim, the Service has identified five key service priorities:-

1. Ensuring a safe, fair and competitive trading environment.

2. Supporting reputable businesses.

3. Contributing to public health and wellbeing.

4. Protecting the vulnerable.

5. Providing an effective service.

Each priority has a number of actions and activities identified for the period of this Plan. These are set out in more detail in Section 10 and at Appendix 1.

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4.0 Council Priorities

BIG PLANS, BRIGHT FUTURE

Trading Standards sits under the Community Safety corporate theme; however the Service also makes important contributions in other corporate theme areas:-

BIG PLANS FOR OUR PLACES AND OPEN SPACES

BIG PLANS FOR AN OUTSTANDING BOROUGH

BIG PLANS FOR THE CARE WE PROVIDE

BIG PLANS FOR KEEPING OUR COMMUNITIES SAFE

Testing the accuracy of ‘green’ claims; Controls on construction products, hazardous substances and packaging requirements; Fertilisers and pesticides enforcement and sampling; Monitoring the provision of Energy Performance Certificates and Display Energy Certificates; Regulating estate agents, letting agents and property misdescriptions; High quality calibration service for local industry.

Advice, assistance and practical help to local businesses; Risk based, comprehensive inspection of businesses; Active targeting of rogue traders and trading malpractice; Tackling product counterfeiting.

Consumer advice and information; Home Safety initiatives; No Cold Calling Zones; Rogue trader days; Dealing with doorstep crime; Scams awareness.

Ensuring the safety of all consumer goods; Promotion of a fair, safe and equitable market place; Help in tackling anti-social behaviour caused by the under-age sale of alcohol and fireworks; Tackling illegal money lending; Dealing with doorstep crime; Road traffic overloading and unroadworthy vehicles; Creation of No Cold Calling Zones; Stockton Doorstoppers Initiative; Detecting serious and organised crime.

BIG PLANS FOR THE HEALTH OF OUR PEOPLE

BIG PLANS FOR THE YOUNG PEOPLE OF OUR BOROUGH

BIG PLANS FOR HELPING OUR COMMUNITIES PROSPER

BIG PLANS FOR GREAT EXPERIENCES

Smoke Free Stockton Alliance; Food standards, labelling, composition and sampling; Healthy Catering Partnership; Alcohol Harm Reduction Strategy; Controls on the advertising and labelling of tobacco products; Animal feed enforcement and sampling.

Under age sales enforcement; Promoting healthy eating and nutritional standards; Protecting children from the harm caused by alcohol.

Consumer advice and information; Business advice and support.

Acting as a Responsible Authority under the Licensing Act, involved in the licensing of regulated entertainment, late night refreshment and alcohol sales.

AMBITIOUS, EFFECTIVE AND PROUD TO SERVE

Regular programme of consultation with consumers and businesses; On-going satisfaction surveys demonstrating a very high level of customer satisfaction; Corporate and professional competency frameworks maintained; Customer Service Excellence; Commitment to train staff and update skills and knowledge.

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5.0 National Priorities

National Trading Standards Board (NTSB)

The NTSB is a group of senior and experienced local government heads of Trading Standards, representing all regions across England and Wales. The Board has been set up by the Government as part of changes to the consumer protection landscape and an enhanced role for Trading Standards. The NTSB provides leadership, influence, support and resources to help combat consumer and business detriment nationally, regionally and locally. A vast amount of work has been carried out pulling together a national strategic assessment for Trading Standards based on intelligence which has identified those areas causing the most detriment to consumers and businesses.

The NTSB has developed a control strategy having regard to the strategic assessment, which outlines the national priorities for intelligence, prevention and enforcement activities.

For 2017/18, NTSB has identified the following priority areas:-

• Doorstep crime.• Mass marketing scams.

• Fair trading issues.• Product safety.• Illegal money lending.• Intellectual property.

The NTSB recognise that the internet and social media are ever increasing as a medium for the trade in unsafe and illicit goods and as a means of perpetuating consumer fraud. Therefore tackling e-crime is a key underpinning strategy across all priority areas.

These priority areas provide a focus for regional and local regulatory activity and collaborative working with partner organisations, delivering national outcomes through local action. Local authorities are empowered to use local discretion and autonomy to select the most appropriate ways to meet the regulatory priorities in their locality.

The Service has considered these national priority areas when setting its own key priorities for 2017/18.

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6.0 Regional & National Working

North East Trading Standards Association (NETSA)

NETSA is a regional partnership of the twelve north east local authority Trading Standards Services, working to enhance local service provision and to contribute to meeting local, regional and national priorities. NETSA has sub-groups focussed on specialist areas such as fair trading, product safety and metrology, which report directly to the Executive.

The NETSA Executive provides strategic direction and is made up of the managers from the region’s Trading Standards Services and Regional Investigation Team. The Executive’s work is supported by a Regional Coordinator funded via the NTSB.

Regional Investigation Team (Scambusters)

The Regional Investigation Team: North East (Scambusters) is a small team of enforcement officers responsible for tackling level 2 (regional) and level 3 (national) criminality. Whilst the team is funded via the NTSB, governance is provided through the NETSA Executive. Work can be allocated to the team via the NTSB’s National Tasking Group or NETSA’s Regional Tasking Group (a sub group of the Executive).

Regional Intelligence Analyst

A Regional Intelligence Analyst, funded by the NTSB, works with Local Intelligence Liaison Officers from each Authority to improve intelligence collection and analysis and to develop intelligence sharing with other enforcement agencies including the three regional Police forces, HMRC, NCA and others.

National Trading Standards Board (NTSB) Teams

The NTSB oversees a number of directly funded national teams that undertake enforcement action and co-ordinate national enforcement projects in specific areas:-

• The Estate Agency Team, based at Powys Trading Standards,is the UK’s regulator under the Estate Agents Act 1979.

• The e-Crime Team, based at North Yorkshire TradingStandards, aims to protect consumers and businesses inEngland and Wales from internet crime and online fraud.

• The Illegal Money Lending Teams based in Birmingham andCardiff, take enforcement action against loan sharks andprovide help and support to victims of illegal money lenders.They also carry out awareness raising initiatives in support oftheir work.

• The Safety at Ports Team, based at Suffolk Trading Standards,works to prevent unsafe and non-compliant consumer goodsfrom entering the country by intercepting them at the point ofentry.

• The National Scams Team, based at East Sussex TradingStandards, has introduced a referral system between agencies,gathering intelligence on mass marketing scams and scamvictims and raising public awareness of the damage caused bysuch scams.

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7.0 Service Structure & Profile

An organisational structure chart for the Trading Standards Service is outlined below:

For 2017/18, the budget for the Trading Standards Service, including the contribution to the Tees Valley Measurement Centre, is £346,675. This represents a 15% reduction in funding compared to levels in 2016/17. A summary is provided below:-

Trading Standards Service Budget 2016/17 (£)

2017/18 (£)

Trading Standards 410,641 367,675

Tees Valley Measurement 77,000 58,000

Gross Budget 487,641 425,675

Income 79,000 79,000

Net Budget 408,641 346,675

One particular issue that will impact upon the work of the Service is the closure of the Analytical and Testing Laboratory at the Tees Valley Measurement Centre. In the past the vast majority of food and non-food samples taken would be analysed internally at this Testing Laboratory. However, given its closure, along with other budgetary restraints and the loss of four qualified Trading Standards Officers over the last couple of years, it is inevitable that the Service will take fewer samples for testing, given that it has to rely wholly on analysis by external Public Analysts and other test houses which will be charged at commercial rates.

Trading Standards Manager

Trading Standards

Officer (x4 FTE)

Trading Standards

Enforcement Officer

(x2 FTE)

Trading Standards

Adviser

Operational Support

Assistant (x 0.5 FTE)

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8.0 Service Context

Looking at the level of work undertaken, how it is carried out and assessing customer satisfaction levels can be used to indicate if service provision is being targeted appropriately. Some headline figures include:-

Service Demands

Nature of Contact 2015 2016

Advice Centre Complaints & Enquiries 1128 940

Citizens Advice Consumer Service1 1803 1798

Criminal Complaints, Enquiries & Investigations 648 541

Most Complained About Subject Areas

Top Three Complained About Goods & Services (2016) % of Total

Home maintenance, repairs and improvements Second-hand motor vehicles Food and drink

19% 10% 6%

Top Three Criminal Complaints (2016) % of Total

Misleading actions and professional diligence Counterfeit and illicit goods Product safety concerns

43% 14% 12%

1 The Citizens Advice Consumer Service gives first tier telephone advice on consumer issues. The more complex problems and those requiring follow up casework are referred onto our specialist Trading Standards Adviser.

Top Three Requests for Advice from Business (2016) % of Total

Civil Law including problems relating to the supply of faulty consumer goods and services Product Safety Food Standards including labelling and composition

68%

10% 9%

Customer Satisfaction Levels

Satisfaction levels remain exceptionally high for those using the Trading Standards Advice Centre.

2014/15 %

2015/16 %

2016/17 %

Satisfaction Index 98.6 98.6 98.8

Redress Levels

This is the amount of money that the Service has obtained in redress for local consumers and businesses.

2014 £

2015 £

2016 £

Redress Obtained 156,717 137,814 250,086

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9.0 New Challenges

Trading Standards has to face the challenge of delivering an effective service despite growing demands and reducing resources. Add to this, new statutory duties, on-going service reviews and emerging trends, all of which will affect the way in which the Service operates. Some of the main challenges are summarised below:-

Tobacco Control

There have been several new controls in relation to tobacco usage, supply and advertising, including the introduction of standardised packaging, also known as plain packaging. Whilst these new controls have been in force since May 2016, there has been a transitional period in place allowing for the sale of old non-conforming stock. However from 21 May 2017, this transitional period ends and all tobacco products sold on the UK market must comply with the new requirements, including the need for standardised packaging.

Trading Standards Advice Centre

Over a number of years the Advice Centre has operated with three Advisers in providing a quality assured service to both local consumers and traders, giving advice and assistance with problems arising from the supply of faulty goods and services. However, from the beginning of May 2017, staffing levels will be reduced to just one Adviser which will inevitably mean that service levels will be affected. As a result of this, the opening hours of the Centre will be reduced to 10.00am to 12.00 noon on a morning and 2.00pm to 4.00pm on an afternoon. This arrangement will be reviewed regularly and monitored alongside feedback from on-going customer satisfaction surveys.

Intelligence Model

The Service has operated under the national intelligence model (commonly known as 5x5x5) when receiving, recording and disseminating intelligence, using a database called Memex for this purpose. However, there is a now a new national intelligence model (known as IR) in operation which all enforcement agencies across the country will adhere to. Trading Standards will switch to this new model from the 1st April 2017, once the Memex database has been adapted to comply with IR requirements.

Financial Investigations

The Service now has a qualified Financial Investigator and where appropriate will look to restrain and/or confiscate the assets of an offender under the Proceeds of Crime Act 2002. This will help to reduce costs, streamline the criminal investigation process and is an asset that could in certain circumstances be used by other regulatory services within the Council.

Scams Awareness

An ageing population means that there are more residents vulnerable to rogue traders and mass marketing scams. To raise awareness of these issues, the Service has signed a partnership agreement with the National Scams Team to identify and support victims in Stockton-on-Tees and will continue to introduce No Cold Calling Zones in suitable locations throughout the Borough.

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10.0 Key Priority Areas

The service planning process helps to identify the key areas of work that support national, regional and local objectives and priorities. For 2017/18, five key service priorities have been identified. Related project work and targets against these key priorities are detailed at Appendix 1. The key service priorities are:-

1. Ensuring a Safe, Fair and Competitive Trading Environment

The Service aims to combat those traders who operate illegally, putting consumers at risk and placing reputable businesses at a trading disadvantage. To do this the effective use of all available intelligence and information will continue to play an essential role in highlighting emerging issues and targeting resources at the areas that will have the greatest impact.

2. Supporting Reputable Businesses

The majority of businesses want to comply with the law and the aim of the Service is to provide support and advice which is accessible, clear and easy to understand. This will help these businesses to develop and in turn this will help promote and sustain economic growth within the Borough.

3. Contributing to Public Health and Wellbeing

The work of the Service contributes to a healthy, safe and vibrant community. This can be evidenced in the work carried out around age restricted products, tobacco and alcohol controls, food labelling, composition and nutrition and animal feed hygiene. Officers work closely with regional organisations, Balance and Fresh.

4. Protecting the Vulnerable

The Service is committed to tackling rogue traders, especially those who target older or vulnerable residents in their own homes. This is often done through direct enforcement action, but in addition over 80 ‘No Cold Calling Zones’ have been established around the Borough.

A partnership agreement has also been signed with the National Scams Team which will help officers in identifying, advising and educating those local vulnerable consumers who are being targeted by scam mail and other mass marketing scams.

5. Providing an Effective Service

The Service continues to look at ways in which to develop, modernise and continually improve service provision. Given the financial challenges facing the Authority it is important that the Service is cost effective and offers value for money and gives priority to the areas that are most important to its residents, businesses and partners.

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11.0 Contact Us

Citizens Advice Consumer Service – can be contacted for consumer advice.

Telephone: 03454 04 05 06 Monday to Friday 9:00 am – 5:00 pm.

Trading Standards Advice Centre – located at the Customer Service Centre, within Stockton Central Library, Church Road, Stockton-on-Tees TS18 1TU. The Centre is open from Monday to Friday:-

Mornings 10.00 am – 12:00 noon Afternoons 2.00 pm – 4:00 pm.

Telephone: 01642 527938 E-mail: trading.standards@stockton.gov.uk Website: https://www.stockton.gov.uk/community-safety/trading-

standards/

Trading Standards Enforcement Section – located at 16 Church Road, Stockton-on-Tees TS18 1TX, note this building is not open to the general public.

Telephone: 01642 526560 E-mail: trading.standards@stockton.gov.uk Website: https://www.stockton.gov.uk/community-safety/trading-

standards/

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Appendix 1 – Key Actions & Activities

1. Ensuring a Safe, Fair and Competitive Trading Environment

Objective Actions Targets Timescale Officer

To ensure that goods and services available within the Borough are safe to use and accurately described, measured and priced

Undertake project based work looking at particular identified products / trade sectors

Q1 – Estate agents Q2 – Tobacco products & e-cigarettes Q3 – Toys Q4 – Sunbed hire

June 2017 Sept 2017 Dec 2017

March 2018

THU JWY JWY THU

To work closely with partners and other agencies where appropriate to coordinate, streamline and improve regulatory activity

To work closely with the other Responsible Authorities under the Licensing Act

Develop further links with HMRC and Immigration Officers

Attend monthly meetings and continue with joint working arrangements

Plan and carry out targeted enforcement exercise

Monthly

March 2018

JAL

JAL

To ensure that goods and services available within the Borough are accurately measured

To participate in the NETSA free pouring spirit measures survey in pubs and clubs

Carry out survey and any identified follow up enforcement work

Dec 2017 PCH

To ensure that goods and services available within the Borough are accurately described

Undertake project looking at the accuracy of claims made regarding membership of trade associations and the approval or standard of those products supplied

Undertake project and any identified follow up enforcement work

Dec 2017 THU

To help prevent the sale of unsafe, illicit and counterfeit goods through social media channels and local internet selling sites

Consider new ways of tackling the sale of unsafe, illicit and counterfeit goods through social media channels such as Facebook or through local internet selling sites

Look at options and implement recommended course of action where appropriate

March 2018 JMO

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2. Supporting Reputable Businesses

Objective Actions Targets Timescale Officer

To ensure that local catering establishments are aware of their legal responsibilities with respect to allergens

Provide advice to local catering establishments on the requirements with regard to allergens

Produce and distribute advice Sept 2017 AGL

To support new start-up businesses and help ensure that they are aware of their legal responsibilities

Work with other Council Departments to identify potential new start-up businesses and when requested provide pre-opening business compliance advice and checks

Carry out pre-opening compliance advice and checks to new start-up businesses as requested

March 2018 JAL

To help ensure businesses are aware of their legal obligations especially with respect to new legislation

Provide advice to small local retailers to ensure compliance with the new rules for tobacco products

Produce and distribute advice April 2017 JWY

To encourage and promote safe and fair trading at markets across the Borough

Coordinated approach with the Markets Manager and local market traders to introduce the Real Deal Charter for safe and fair markets across the Borough

Introduce and launch the Real Deal Charter

Sept 2017 JWY

To ensure that Trading Standards enforcement work is targeted effectively at businesses who are causing significant detriment to consumers and reputable businesses

Monitor quarterly levels of complaints about local businesses and carry out intervention work where appropriate

Instigate an intervention for every business with an unacceptable level of complaints

Liaise with and task the North East Regional Enforcement Team (Scambusters) where appropriate, concerning unfair trading practices that have an adverse effect across the region

Quarterly

When required

PCH

PCH

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3. Contributing to Public Health and Wellbeing

Objective Actions Targets Timescale Officer

To ensure that food products are safe and accurately described

Produce risk based, intelligence led plan for interventions at local food premises

600 interventions at local food premises March 2018 JJO

To ensure that food products are safe and accurately described

Participate in FSA regional food sampling programme

25 food samples March 2018 AGL

To ensure that food products are safe and accurately described

Undertake project based work looking at particular identified food products/issues

Q1 – Meat species Q2 – Non-permitted colours Q3 – Country of origin for meat products Q4 – Allergens

June 2017 Sept 2017 Dec 2017

March 2018

AGL AGL AGL AGL

To reduce underage sales of alcohol, cigarettes and other age restricted products and ensure that all effective enforcement options are considered

Undertake targeted test purchasing exercises of age restricted products with young volunteers

To assist the Police with Operation Sceptre and undertake a specific underage test purchase exercise in relation to knives

Assess links with Public Health agencies and explore ways to improve the quantity and quality of intelligence on underage sales

Carry out an underage test purchase exercise in relation to knives

Carry out intelligence led underage test purchase exercises

Sept 2017

May 2017

March 2018

JAL

JAL

JAL

To ensure that designated animal feed establishments are appropriately registered and do not present an on-going risk to the human food chain

Participate in FSA regional feed hygiene inspection and sampling programme

Undertake agreed inspection and sampling programme

March 2018 JMO

To promote the Smoke-Free message to coincide with the 10 year anniversary of legislation restricting smoking in public places

Coordinated work in conjunction with Environmental Health and Public Health

Collate intelligence, carry out compliance checks and raise awareness of legislation

July 2017 JAL

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4. Protecting the Vulnerable

Objective Actions Targets Timescale Officer

To disrupt criminals who target the elderly and vulnerable in their own homes

Work with other agencies including Police, HMRC and VOSA to target these offenders

Participate in organised days of action, such as National Rogue Trader Day and Operation Mermaid as well as in other initiatives such as the Banking Protocol

March 2018 JWY

To identify and support vulnerable consumers targeted by junk mail and other mass marketing scams

Continue participation in referral arrangements with the National Scams Team (NST) to identify and support victims in Stockton-on-Tees

Identify, visit and support victims and submit monthly return to NST

Monthly THU

To raise awareness of doorstep crime amongst local residents

Introduce further No Cold Calling Zones in suitable locations

Consider all requests for No Cold Calling Zones and action as appropriate

When needed

JWY

To identify and support vulnerable consumers suffering with dementia who are being targeted by nuisance telephone calls

Participate in the NTS campaign to identify and protect dementia sufferers using trueCall call blocking devices

Liaise with Adult Social Care and the Dementia Hub to allocate and provide the devices to the most vulnerable

Sept 2017 THU

To raise awareness of current consumer protection issues and increase the profile of the Service

Attend and/or organise consumer events as and when required

Attend Home Safety event in conjunction with the Stockton Home Safety Association

Provide talks to resident groups on doorstep crime and other consumer protection issues

June 2017

When required

THU

JWY

To receive, record and disseminate intelligence on rogue traders in accordance with national protocols

Integrate the requirements of the new national intelligence model into local working practices

Provide cascade training to officers on the new intelligence model

Monitor use of the Memex database to ensure that the Service is complying with the new requirements

April 2017

Monthly

PCH

PCH

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5. Providing an Effective Service

Objective Actions Targets Timescale Officer

To ensure that the Trading Standards Advice Centre continues to provides high quality advice and information

Review the work of the Advice Centre with regard to established quality procedures and the reduction in staffing and opening hours

Carry out a satisfaction survey of Advice Centre customers

Review the work of the Advice Centre

A minimum satisfaction index of 90%

6 monthly

March 2018

JJO

FPA

To inform stakeholders with regard to service priorities and related performance

Circulate information summarising last year’s performance

Produce and circulate annual report for 2016/17

June 2017 JJO

To ensure effective and efficient use of the Civica database system

Review current use of the Civica database system and look at extending the application of electronic action diaries

Carry out a trial extending the use of electronic action diaries

March 2018 JJO

To ensure that officers have the necessary skills and knowledge to carry out their functions effectively

Implement training programme An average of 35 hours of training per officer per year, to include: Food/Feed officers 20 hours for competency requirements; Trading Standards Advisers 6 hours for SQM requirements

March 2018 JJO

To recover, where appropriate, the financial benefit that an offender has obtained from criminal conduct

Liaise with other Regulatory Services within the Council to highlight the benefits of an investigation under the Proceeds of Crime Act 2002

Produce guidance material and distribute to other Regulatory Services

March 2018 JAL

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