R & S Magazine

January 2013 Removals & StoragePB

Features

Removals & Storage January 2013 1

Features

www.bar.co.uk

Removals & StorageThe Magazine of the British Association of Removers

Inside this Issue

Industry News BAR News

>> Government to raise HGV speed limits

>> Top training award for Matt Purdie & Sons

>> Sheffield 2013 Conference line up and details>> New inspections procedures

>> Chancellor scraps fuel duty rise

>> Revells in extreme removals operation

Features

>> Overnight allowances for drivers and porters

>> Key questions to ask about automatic enrolment

Breaking News

Family business bucking the recession

January 2013 // Issue 462 // £4

On the cover Ayrshire-based removal and storage business, Richard Healey Removals Limited (RHR), is growing its operations and expanding its workforce as demand for the company’s services continues to grow. Pages 48-49

January 2013 Removals & Storage2

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BAR News

Removals & Storage January 2013

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Industry News

January 2013 Removals & Storage

News from Watford

Results of the telephone survey of the entire BAR membership and information about a pilot for a new informal conciliation service.

On the cover: The team at Richard Healey Removals, Scotland.

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People News57

Membership

Diary Dates

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Contents

The Remover’s ApprenticesBAR and its partner West Herts College plan to accelerate industry take-up of the award-winning Commercial Moving Apprenticeship this year.

Price is not the only way to win business Rob Wilson of Rightmove looks at customer survey results to determine the factors that are important for consumers when choosing their removals company. “Price is not the only way to win,” he says. 52

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The ultimate removals job Anton Bowring of Revells Removals is Expedition Co-Leader of The Coldest Journey, an expedition headed by legendary explorer Sir Ranulph Fiennes that aims to conquer the last great polar challenge: crossing Antarctica in the winter.

Overseas Group News

Self Storage Special Interest Group News

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Commercial Moving Group News30 Training News44

Contents

Industry News

Just a snippet...•Osbornescrapsfueldutyrises•HGVRoadUserLevyBill•Motorwayupgradesbroughtforward•MPsscrutiniseVOSA•Crackingdownondrinkdriving•Bigbusinessestargetedoverlatepayment•HarrowGreenwinscustomerserviceaward

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BAR News

BAR marketing leaflets for the removals and storage industry, and find out what’s been discussed at the Area meetings.

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Richard Healey Removals bucks the recession Overnight allowances for drivers and portersThe R&S Interview: NEST and key questions on automatic enrolmentInside the RBA: Paul BullockMarshall & Macintosh bring a fresh approach to family tradition

Features48

Young Mover Profile

StephenCompton-UpandRising!

BAR Membership Criteria

New BAR inspections procedures.

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BAR Services26

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European News41

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BAR News


News from Watford

Starting this month are the annual inspections of companies under the revised Criteria for BAR Membership. Initially, over the course of January and February, these will be done to coincide with those Quality Standards inspections already arranged, and feedback from those Members involved will be used to refine the procedures for a full launch of the annual inspection programme with effect from March onwards. More details on this can be found on page 28.

Everyone will be aware that a telephone survey of the entire BAR membership (probably the first of its kind), was undertaken by the Commercial team during November 2012. The results have been analysed, and can now be found in the Members area on the BAR website, alongside a new Strategy Review document that was considered and approved by the BAR Board of Directors at their most recent meeting. Interesting reading, as you will see if you take a few moments out of your busy daily schedules to look at both documents, and let us have any views and feedback, as appropriate, here in Watford.

Complaints from customers are a fact of life in even the best run removals business, and to be honest, experience shows that they vary from the genuine to the cheeky. BAR operates an informal conciliation service, which overall has a pretty good success record in resolving such matters. However, we are always looking for better ways to do things, and we have now commenced a trial ‘outsourced’

conciliation service using the services of the Centre for Effective Dispute Resolution (CEDR) for those complaints where we have not been able to resolve matters with a couple of swift telephone calls. This outsourcing will have the immediate advantage of being seen by the public to be absolutely impartial, and once the trial is concluded, and its effectiveness or otherwise assessed, we can take a view whether or not to make the change permanent. A full further report on this subject will be made in due course.

Everyone who attended the 2012 Annual Conference in Windsor will remember the very successful vintage vehicle display and drive-past – a highlight of the event. The Conference in Newcastle upon Tyne this year will once again feature a vintage vehicle exhibition, this time at the Beamish Museum, in addition to a full business and social programme, so if you have not yet got it in the diary, why not do so now?

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Contact Details:

Editorial Contributions on all aspects of the removals and storage industry are welcome, together with photographs if appropriate.

Please contact the Managing Editor, Louise Gale on:Tel: 020 3235 1806Email: [email protected]

Advertising For all enquiries and bookings, please contact Steve Pearce on:Tel: 0117 957 5400Email: [email protected] or [email protected]: The booking deadline for all display advertisements for the February 2013 issue of R&S is 10 January.

Subscriptions Removals & Storage is subscribed to by members oftheBritishAssociationofRemoversintheUKand Overseas. Current annual subscription is £48.00intheUKand £72.00 overseas. Additional subscriptions are available from BAR.

Registered as a magazine © The British Association of Removers 2013. ISSN 0034-4265

All rights reserved. No part of this publication may be scanned, reproduced, stored in a retrieval system or transmitted in part or whole in any form or by any means (electronic, mechanical, photocopying, recording or otherwise) without the prior written permission of the British Association of Removers.

Opinions expressed in Removals & Storage are not necessarily those of the publisher, British Association of Removers.The description of a product or service in this publication does not constitute endorsement by the publisher.The publisher does not accept any responsibility for any claims by advertisers.The articles in this publication are for general information only and are not intended to be advice to any specific person.Readers are recommended to seek professional advice before taking or refraining from taking any action on the basis of the contents of any article in this publication.

The British Association of Removers

Tel: 01923 699 480 Fax: 01923 699 481 Email: [email protected]

Tangent House, 62 Exchange Road, Watford, Hertfordshire WD18 OTG

President: Ian StuddDirector General: Stephen VickersCompany Secretary: James Falkner

Removals & Storage is designed on behalf of The British Association of Removers by:Rubicon Marketing Ltd. Tel: 0117 957 5400Email: [email protected]

Removals & Storage is written and edited for the British Association of Removers by Analytica MediaTel: 0203 235 1800 Email: [email protected]

Copy and advertising deadlines 2013 for future issues of R&S magazineArticle submission: 2nd of the month preceding publication

Booking of display Adverts: 10th of the month preceding publication

Booking of classified Adverts: 10th of the month preceding publication

Booking of trade Adverts: 10th of the month preceding publication

Artwork for Adverts: 15th of the month preceding publication

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Industry News


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Government proposes increase to HGV speed limitsThe Government is consulting the industry on its plans to increase the speed limit for heavy goods vehicles (HGVs) over 7.5 tonnes on single carriageways for HGVs to 45 mph or 50 mph from the current 40 mph. Roads Minister Stephen Hammond said “this is likely to lead to more than £30m a year in benefits for businesses through quicker journeys and reduced congestion.” DfT statistics on monitored free-flow roads estimate that around 70% of HGVs currently travel over 40 mph and it is argued that these HGVs have an unfair competitive advantage over those who stick to the speed limit. The speed limit for smaller HGVs (those between 3.5 tonnes and 7.5 tonnes) is 50 mph. This will remain unchanged. This consultation does not cover any other speed limits. A report commissioned by the DfT from the Transport Research Laboratory (TRL) said that raising the speed limit to 50 mph would make legal the speeds that most HGVs in the category currently adopt. “The maximum potential increase in the average speed would be about 3 mph and the actual change in average speed could well be less,” the report concluded. The news has been welcomed by the freight industry which says this will help growth by improving journey times, cutting congestion and reducing costs to business and the cost of goods people buy. It could also reduce the number of collisions caused by other road users overtaking slower moving lorries. Jack Semple of the Road Haulage Association believes the legal limit should be raised to 50 mph on suitable A-roads as this would improve efficiency and reduce congestion. The RHA suggests that suitable roads for a 50 mph speed limit could be defined in regulation as stretches of A-roads where the national speed limit for cars is in place rather than a lower limit. Where there is a lower limit, such as 50 mph, the 40 mph limit should be retained. “Raising the limit for HGVs in this way would be a progressive move that would have the strong support of the road haulage and logistics industry.” The consultation will run until 1 February.

“The Government will provide further support to businesses and motorists by cancelling the 3.02 pence per litre fuel duty increase that was planned for 1 January 2013,” Mr Osborne said. “The 2013-14 increase will be deferred to 1 September 2013. This will mean that fuel duty will have been frozen for nearly two and a half years. For the remainder of the Parliament, subsequent increases will take effect on 1 September each year, instead of 1 April.” The cancellation of the 3p rise came as a welcome surprise to many, including FairFuel UK which has been pointing out to the Treasury that it would have cost around 35,000 jobs and hit economic growth in

this country. Quentin Willson of FairFuel UK said: “To their credit the Treasury and the Chancellor have engaged constructively and have made the right decision. BAR has been supporting the FairFuel UK campaign and BAR Director General Stephen Vickers said this was “excellent news.” However, he warned that “economic conditions for the removals sector are still tough and I believe that the Chancellor should cut fuel duty this year. A lower fuel price would be a real shot in the arm for the removals industry, which is one of the largest employers in the transport sector.”

Osborne scraps fuel duty rise The removals industry received an early Christmas present in December, when Chancellor of the Exchequer George Osborne scrapped a three pence rise in fuel duty that was planned for January.

Road User Bill moves through ParliamentAt the end of 2012, the HGV Road User Levy Bill successfully completed its second reading in the House of Commons followed by a reading by the Public Bill Committee.

The Bill will provide for the introduction of a heavy goods vehicle (HGV) road user levy from April 2014. The levy applies to both foreign and UK registered hauliers with vehicles weighing more than 12 tonnes.

“Vehicles that cause wear and tear to our roads should make a payment that takes that into account. HGVs registered abroad are more likely to carry their weight on fewer axles than UK-registered vehicles, which means that foreign-registered vehicles cause more wear and tear to our roads,” Transport Secretary Patrick McLoughlin told the House of Commons at the bill’s second reading. “It is therefore more unjust that they do not make a contribution towards the

maintenance of these roads. They leave the burden to fall entirely on the British taxpayer.” He said that this measure will correct the imbalance from foreign hauliers using roads in the UK without paying to use the UK’s road network, “while our own hauliers pay to use roads through tolls and other charging schemes when they travel abroad in Europe.”

Charges and finesThe maximum daily charge would be the equivalent of £10 (subject to change) and would be set in accordance with Vehicle Excise Duty bands. UK hauliers can receive an offset in their vehicle excise duty (VED) so that they will be, by and large, no better or worse off from the implementation of the levy.

It will be an offence not to pay the levy, for which the maximum fine is due to be £5,000.

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Motorway upgrades brought forward The Secretary of State for Transport, Patrick McLoughlin, has announced that three major motorway upgrade projects will be accelerated, and should now all be complete by Spring 2015. The three schemes being accelerated are: M3 J2 to 4a, Surrey; M6 J10a to 13, West Midlands; and M1 J28 to 31, Derbyshire. The Government is introducing major improvements to the way road schemes are planned and built. This is due to result in lanes added to motorways in up to half the time it normally takes, according to the Transport Secretary. The ambition to accelerate major road improvement schemes is supported by the Prime Minister David Cameron who recently told the Confederation of British Industry: “It’s our ambition to cut the time it takes to upgrade our roads in half”. Vital improvements to the A160/A180 route to the Port of Immingham will also start construction sooner than originally planned in the summer of 2015 and completed in autumn 2016, cutting 18 months off the original construction timetable. It is estimated that 1km of managed motorway (using the hard shoulder as extra lanes and variable speed limits) can be built every two weeks, instead of every four.More complex, traditional capacity improvements on non-motorway routes, such as the A160/A180 Immingham improvements, are expected to be delivered up to 25% more quickly.

MPs scrutinise VOSA The Transport Committee of the House of Commons is to conduct an inquiry into the work of the Vehicle and Operator Services Agency (VOSA). The last time the Committee scrutinised VOSA was in 2009 and its members now intend to follow up the recommendations in the 2009 report. Key areas that the Committee will seek to address include concerns about standards of foreign HGVs operating in the UK, improving standards across the board (including at EU level) as well as arrangements for vehicle test sites. It will also review the role of VOSA in supporting the work of the Traffic Commissioners and how the HGV Road User Levy Bill could be implemented and its effect on VOSA.

The consultation which ends in the middle of January has been seeking the views of the industry, motorists and other stakeholders on the benefits of moving towards a purely online system. Under current law, insurance companies must issue a paper or electronic certificate when agreeing a policy. However, many organisations, including the police and vehicle rental companies, already rely on information stored on the Motor Insurer’s Database as evidence of valid insurance.

Implementing a fully online system would mean that motorists will no longer be forced to retain certificates as details will be accessible online. This will remove the legal requirement whereby vehicle owners are required to return their certificates to insurance companies in order to cancel the policy.For more information, see https://www.gov.uk/government/consultations/removal-of-motor-insurance-certificates.

Insurance certificates to be scrapped Drivers could benefit from less motor insurance red tape depending on feedback from a government consultation to scrap the legal requirement to issue certificates.

UKWA slams empty warehouse rates The Government’s failure to reduce the tax burden on owners of empty commercial property is partly to blame for a shortage of usable warehousing and storage space that is stifling Britain’s economic recovery, the United Kingdom Warehousing (UKWA) has warned. In 2008, the previous Labour administration changed the tax position relating to empty warehouses by making unoccupied facilities liable for empty property rates at the same rate as occupied buildings. Over the last four years, the recession has made it increasingly difficult to fill warehouses and, to avoid paying the tax, many warehouse owners have simply demolished empty buildings. With a substantial fall in speculative new-build developments since the start of the recession, the logistics industry is now facing an acute lack of good quality, affordable warehouse and distribution space. Roger Williams, Chief Executive Officer of UKWA, said that the Empty Property Rate Tax Rules have “not only encouraged the early demolition of older empty warehouse buildings but could also be said to have discouraged the construction of new speculative warehouses.”

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Industry News


The introduction of the proposed Ultra Low Emission Discount (ULED) would take place in July 2013 and provide a single 100% discount from the Congestion Charge for electric and ultra low emission cars and vans. To qualify for the discount, vehicles will have to either be entirely electric or emit 75g/km or less of CO2 and meet the Euro 5 emission standard for air quality.

The ULED would replace the current Greener Vehicle Discount (GVD) and the electric vehicle discount, and would ensure that only ultra low emission vehicles would be provided with a 100% discount to the Congestion Charge. While the ULED is technology neutral, no currently available diesel car would meet the criteria for the discount and this is unlikely to change for the foreseeable future.

TfL said the proposed ULED will help tackle the increasing dieselisation of London’s car fleet. Over the past decade, diesel car sales have increased from

around 10% to 50%, partly as a result of low carbon vehicle incentives. A Euro 4 diesel car emits about 22 times as much particulate matter as the equivalent petrol car.

In recognition of the fact that many drivers made the decision to purchase a low emission car in order to benefit from the existing GVD, if these changes are approved, then the current owners of vehicles registered for the discount would continue to receive a full discount for that vehicle for a further two years from the proposed commencement of the scheme, until 29 June 2015.

TfL is also seeking views on increasing the penalty charge for the Congestion Charge from £120 to £130. This would bring the penalty charge in line with other moving traffic, bus lane and parking penalty charges within London. The consultation closes on 8 February 2013. For more information, see https://consultations.tfl.gov.uk/roads/congestioncharging

Changes to the London Congestion ChargeTransport for London has opened a consultation on proposed changes to the Congestion Charging scheme, including the introduction of a new UltraLowEmissionDiscount(ULED)andanincreaseinthepenaltycharge.

Bath lorry ban overturned The Department for Transport has overturned proposals by Bath and North East Somerset Council to impose an 18-tonne weight restriction lorry ban in the city centre and on Cleveland Bridge. The DfT agreed with an appeal from neighbouring Wiltshire and Somerset County Councils that the measure would lead to increased traffic on local roads. The A46-A36 route through Bath is a popular short cut for large vehicles going to the south coast from the M4. According to Somerset County Council, the ban would add an extra 45 miles to journeys and force lorry drivers to use roads unsuitable for HGVs. A spokesman for the DfT said that the proposed ban “would turn Bath into a surprise dead-end for hundreds of lorries.” Unless the proposals include proper through-routes for all types of traffic, they will have serious costs for local businesses and surrounding communities. Bath & North East Somerset council will now work with representatives from the Highways Agency, Somerset County Council, Wiltshire Council, and the Government to address the concerns of local residents about heavy goods vehicles travelling through Bath, particularly along A4 London Road and A36 Bathwick Street.

Severn Bridge tolls rise As of 1 January, the toll on the Severn Bridge has risen from £18.10 to £18.60 (2.8%) for lorries and coaches heading into Wales, from £12.10 to £12.40 (2.5%) for vans and from £6 to £6.20 for cars. The current franchise for operating and maintaining the Bridge expires in 2018. First Minister Carwyn Jones has called for control of the bridges to be transferred to the Welsh Government, although he has ruled out scrapping the tolls if the Welsh government were to control the Bridge.

Cracking down on drink drivingA package of tough measures to crack down on drink drivers has been unveiled.

Included in the proposals are plans to remove the statutory right to a replacement blood or urine test where a breath test reading is above and close to the legal limit, closing the loophole which allows those testing positive in breath to sober up while they wait for a blood or urine sample to be taken.

In order to speed up the enforcement process, under the new plans, following the introduction of mobile evidential testing devices, the police could perform the eventual test at the roadside so the preliminary test would not be required. There are

also plans to give registered healthcare professionals greater roles in testing drink drivers.

Currently, drivers who record less than 50 micrograms (mcg) of alcohol per 100 millilitres (ml) of breath have the right to demand a blood or urine test, despite being over the legal limit of 35mcg per 100ml. This is known as the statutory option and dates back to the original introduction of breathalyser technology when there were concerns over reliability. However, the Government believes that improvements in the accuracy of technology means that this option is no longer necessary and evidence shows that it is being used by some people as a delaying tactic.

Industry News


Evesham bridge approved Work to replace the Abbey Bridge over the River Avon in Evesham has received final approval from Local Transport Minister Norman Baker.

The bridge and viaduct need to be replaced as they are in poor condition and the current structures are already subject to a 7.5 tonne weight restriction. Once completed, the new bridge will mean it can be used by HGVs, coaches and buses and will improve access to Evesham town centre from the south.

Scotland acts on bridge strikes Scottish Transport Minister Keith Brown (pictured below) has used the opening of the £2m replacement Chartershall Bridge to highlight actions taken by the Scottish Government and industry bodies to reduce bridge strikes in the country. The original M9 Chartershall Bridge was closed to traffic in 2006 due the damage caused by bridge strikes. “We continue to work with stakeholders such as road and freight hauliers, Network Rail, farming, ferries and ports, to remind high sided vehicle drivers to plan their journeys in advance and carefully consider bridge signs on their approach,” Mr Brown said. “By doing this, we not only reduce the direct costs from bridge repairs, but also the indirect impact caused by traffic disruption while works are carried out. This also enables us to ensure journey times are more reliable for all road users.” The Transport Scotland ‘Strike it Out’ campaign implemented in 2008 has been raising awareness of this issue to the haulage industry, as well as highlighting the cost to the public of repairs and delays. Since its introduction, there has been an 80% reduction in bridge strikes on trunk roads in Scotland.

Goods traffic to Europe higher…Recent figures comparing the total number of good vehicles travelling from Great Britain to mainland Europe in Q3 2012 and Q3 2011 showed an increase by 1.7%. The number of powered vehicles increased by 3.5% over the same period, whereas the number of unaccompanied trailers fell by 3.1%.

During Q3 2012, 611,000 goods vehicles travelled from Great Britain to mainland Europe, according to DfT statistics. Of this 452,000 were powered vehicles and 158,000 were unaccompanied trailers.

The number of foreign-registered powered vehicles has increased from 0.39m at the end of Q3 1992 to 1.47m at the end of Q3 2012. The Q3 2012 figures show 16% of vehicles were Polish-registered, followed by 11% Dutch-registered, and vehicles from Germany (7%) and France (6%). 82,000 power vehicles travelling from Great Britain to mainland Europe were UK-registered compared to 370,000 foreign-registered vehicles. In Q3 2012, UK-registered vehicles accounted for 18% of all powered vehicles travelling to mainland Europe, a 1% decline compared to proportions in Q3 2011.

…while UK traffic dipsAll motor vehicle traffic was 1.0% lower in the third quarter of 2012 than Q3 2011. This is the lowest amount of traffic for any third quarter since 2001.

Car traffic decreased by 1.1%, to 59.3bn vehicle miles, over the same period.

Light goods vehicle traffic totalled 10.5bn vehicle miles in Q3 2012, 2.0% higher than the same quarter of the previous year. Light goods vehicle traffic has grown by 22.0% in the last 10 years – much more than other vehicle types.

Heavy goods vehicle traffic decreased by 2.9%, to 3.8bn vehicle miles, in July to September 2012 compared with the same period in 2011. This is the lowest level since 1993 and 15.8% below its peak of 4.6bn vehicle miles in Q3 2007.

Traffic on urban roads has fallen by 7.9% since its peak in Q3 2007. This is the largest decrease for any of the road types. The DfT said that while the economy recovered in the third quarter of the year, economic contraction was seen in the sectors most likely to contribute towards traffic levels such as construction. The third quarter also saw extremely high rainfall, and the Olympics and Paralympics may also have contributed to the decline in traffic.

Kent launches HGV WatchA pilot scheme has been launched to tackle the issue of HGVs using inappropriate rural routes in Kent.

Organised by Kent Council, local volunteers are now recording the identifying features of large vehicles on unsuitable roads and these will be passed onto Kent Police. Operators will then be

contacted to find out about routing through the area. This will increase awareness for drivers to avoid unsuitable roads wherever possible and operators will be encouraged to route their vehicles in a considerate manner.

Last year, 87% of HGVs travelling between the UK and Europe passed through the county.

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Industry News


Big businesses targeted over late paymentBusiness Minister Michael Fallon has warned big businesses that they will be publicly named if they fail to sign up to the Prompt Payment Code, a voluntary agreement to promote good payment practices.

The Institute of Credit Management’s Code demonstrates a commitment to good practice and signatories are obliged to pay their supplier within an agreed time and to make sure there is a proper process for any issues that may arise.

Mr Fallon said “too many of our biggest companies are ignoring the Prompt Payment Code. My message to them is clear: make prompt payment a priority or face the consequences of being named.”

Currently 1,182 companies are signed up to the Prompt Payment Code. However, only 27 FTSE 100 companies and five FTSE 250 companies are signatories. Chief Executive of the Forum of Private Business, Phil Orford said “all too often we see a ‘domino effect’ of late payment right down the supply chain. It decimates cash flow and forces many firms into administration so it is important that we do whatever it takes to reverse this trend and set in motion a culture of prompt payment for small businesses and the economy as a whole.”

All signatories of the Prompt Payment Code are already publicly available online, and the Government wants to be more pro-active in highlighting companies that are not committed to the code.

Mr Fallon also urged small companies to make use of Supply Chain Finance schemes, which allow banks to offer loans to businesses when an invoice has been approved from the supplier.

The proposed changes are designed to allow fathers to play a greater role in raising their child, help mothers to return to work at a time that is right for them, and create more flexible workplaces to boost the economy. Under the new system of flexible parental leave, parents will be able to choose how they share care of their child in the first year after birth. Employed mothers will still be entitled to 52 weeks of maternity leave. However, working parents will be able to opt to share the leave.

Mothers will have to take at least the initial two weeks of leave after birth as a recovery period, but following that they can choose to end the maternity leave and the parents can opt to share the remaining leave as flexible parental leave. It will be up to both parents to decide how they share the remaining weeks of the leave. Statutory paternity leave will remain at two weeks.

Extending flexible workingWhile supporting greater flexibility for parental leave, the Institute of Directors (IOD) has criticised another Government proposal which extends the right to request flexible working to all employees, for example, grandparents could apply for flexible working to help care for their grandchildren.

“Flexible working is not suitable for every employee or every business,” said Simon Walker, Director General of the IOD. “Extending the right to request does not change this, it only creates more unnecessary form-filling and wasted time. This move runs counter to the Government’s drive to reduce the burden of regulation on business.”

The Government plans to introduce the changes to flexible working in 2014 and to flexible parental leave in 2015.

More flexibility for parental leaveReforms to parental leave regulation will enable both parents to share up to a year’s leave to look after their new-born children.

Most employees to opt in to new pensions

New Government figures suggest most people will stay in a pension scheme and start saving for their old age under automatic enrolment.

The Department for Work and Pensions’ latest survey on retirement saving shows nearly three quarters (70%) of people say they are likely to stay in a pension scheme if they are eligible to be automatically enrolled.

Minister for Pensions Steve Webb said “automatic enrolment is helping millions to save for the first time and this survey shows most people will ‘stay

in’ when they are offered the chance to save in a pension. The simple fact of being offered a company pension is a clear driver to helping people save.”

He said that the Government wants to take “the hassle out of saving in a pension through automatic enrolment” and is working with the industry to restore trust and confidence in pensions.

The Department has also published its proposals to reverse nearly half a century of declining membership in workplace pensions. The Reinvigorating Workplace Pensions paper contains new ideas for sharing the risks more equally between employer and employee, and for helping people get the most out of what they save in a pension. The paper includes a range of ideas for restoring confidence in pensions, including the creation of new Defined Ambition pensions, achieving greater scale in pension funds, more transparency on charges, and other ways to help people recognise a good pension scheme.For more information on automatic enrolment, see our feature on page 50-51.

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Industry News


Antarctic adventure for BAR MemberInternational travel and logistics is the lifeblood of the removals business, and there can be few places in the world that aren’t served by a BAR Member. But Anton Bowring of Revells Removals is now setting a new first by leading a major expedition into the sixth continent – Antarctica.

Anton is the co-founder and the Expedition Co-Leader of The Coldest Journey, an expedition headed by legendary explorer Sir Ranulph Fiennes that aims to conquer the last great polar challenge: crossing Antarctica in the winter.

The 2,000-mile journey across the continent has for many years been considered too perilous to try and

the expedition’s six-man ‘Ice Team’ will have to overcome one of earth’s most hostile environments if they are to succeed, exposing themselves to temperatures dropping close to -90C and operating in near permanent darkness.

Sir Ranulph, Anton and the rest of the expedition set out on in early December 2012 from London on the

SA Agulhas, a South African, polar research/supply vessel, which is due to arrive in the Lazerev Sea, Antarctica around mid-January 2013.

It was thanks to Anton’s logistics skills and industry contacts that the expedition was able to find SA Agulhas. The ship is unusual in being an ice-strengthened vessel that also has the cargo and crane capacity needed to carry the 20-tonne Caterpillars the team will be using, as well as being compliant with all the latest pollution controls.

Once the ship arrives in Antarctica, a base camp will be established close to the runway at the Russian scientific base at Novolazareskaya. If all goes to schedule, on 21 March, the Autumn equinox, the six-man expedition will then head out to the South Pole, in a 2,223km traverse, travelling from the coast at an average of 35km per eight-hour-day. This part of the journey alone will take 84 days – 63 days of skiing, and 21 days for rest or contingencies.

All this time, Anton will be managing the ship, maintaining regular communications with the Ice Team and providing all the support they need. In a very real sense, he will be their lifeline to the world during this critical period.

A trusted partner in RevellsRevells Removals is playing an on-going role in supporting The Coldest Journey. As well as Anton’s critical involvement in the expedition, Revells is a sponsor and is also the only removals company that is involved in delivering essential equipment and belongings for the Sir Ranulph, Anton and other members of the Ice Team. While Anton is away for the best part of the year, Revells Removals will be ably run by Paul Nichols. Anton will keep in regular touch with Paul, and he joked to the Revells team who visited him on the SA Agulhas before he set off that he will be sorting out the salaries from the Antarctic!

The expedition will be carrying out five international scientific projects and will also be in constant contact with schools throughout the Commonwealth. It is also running a fund-raising initiative with the aim of raising $10m for the Seeing is Believing charity, to help fight blindness around the world.

Anton Bowring of Revells Removals with Expedition Co-Leader Sir Ranulph Fiennes.

Revells delivers essential equipment for The Coldest Journey.

ContactFor more information, see www.thecoldestjourney.org and if you want to keep in touch with Anton during the expedition, please see the facebook page of the site www.facebook.com/TheColdestJourney

Industry News


L-R Comedian Des Clarke, Mick Jackson of Skills for Logistics, Matt Purdie and TV presenter Mary Rhodes.

Do you have any news to share with R&S readers?Send to: [email protected]

Anglo Pacific pitches for checked baggage Airport check-in desks are turning into battlegrounds and Twitter streams are littered with irate rants. The culprit? Excess baggage charges. Anglo Pacific International believes that this struggle will soon be consigned to history.

Steve Perry, Founder and Director of Anglo Pacific, says that airlines are making it harder and pricier for passengers to check-in baggage for very good reason. Rising fuel costs, extra taxes and hard-hit economies have conspired against the aviation industry as they see their profits nosedive. Not only does this mean that they have to find extra income from stealth charges such as extra legroom seats, priority boarding, in-flight

catering and so on, but it also means that they have to turn their aircraft round quickly – planes only make money while they are in the air. Checked baggage simply gets in the way.

The message from Anglo Pacific is pack light for the flight and let an independent international shipping company handle the rest. It says this works out to be far cheaper than any low cost airline. Anglo Pacific is marketing its services to supply, deliver and collect bespoke export strength cartons for owner packing in the comfort of their home and deliver it all to their door overseas. “And we’ll log and track each item so you know where it is at all times,” says Steve. “As fully bonded members of the British Association of Removers, our customers’ belongings are in safe hands – and if you’ve ever watched an airline baggage handler at work, that’s a real comfort!.

Now in its 19th year, the celebration attracted around 600 industry guests and was presented by TV personality Mary Rhodes. Matt Purdie & Sons were awarded the Scotland’s Top Training Operator trophy in view of their constant focus on training over the last few decades resulting in the company holding all five quality standard certifications. The company’s periodic training schedules are planned six months ahead and a dedicated time slot is used every Wednesday morning

to keep staff learning on schedule. In addition to legal and regulatory training, every Matt Purdie driver or porter is taught a myriad of packing and lifting skills which are complemented by rigorous personal presentation standards and well-honed customer care procedures. The Blackburn firm’s premises include a dedicated training room and a mock up living room, complete with furniture and bone china, which provides a realistic environment for packing and shifting courses.

Top training award for Matt Purdie & SonsBlackburn based Matt Purdie & Sons lifted Scotland’s Top Training Operator title at the recent annual Transport News Scottish Rewards presentation ceremony held in Glasgow.

15

Industry News


The Award in this category recognises an organisation that employs formal policies and operational procedures to ensure that customer service is at the forefront of its activities. The lengthy judging process examined the following clearly defined criteria: Staff Training and Customer Satisfaction, Customer Feedback Process, Continuous Process of Improvement and Future Market Penetration and Growth Plans. Harrow Green Director Bob Bradley said that around five years ago the Harrow Green Board decided to build on its reputation as industry innovators in order to radically change the manner in which the company engaged with its customers. “We began the transformation from being perceived as an excellent

but reactive commodity provider, to becoming a proactive and valued business partner,” he said.

Harrow Green wins customer service award Harrow Green has won the prestigious Leadership in Customer Focus award at the 28th East London Chamber of Commerce/Docklands Business Awards.

O’Neil Software supports Sandy relief It seemed like it was made for the big screen. A Hollywood, blockbuster movie. “Frankenstorm” Sandy with a thousand-mile wing-span. Bulls eye: the East Coast areas and one of the hardest hit, Staten Island, New York, the hometown of one of O’Neil Software’s employees.

Staten Island roadways, residential and coastal communities were flooded. Houses caught on fire. Storm waters rose, killing and devastating the lives of people, their property and treasured memories. Days later, Staten Island residents were still pleading for food and water, while others tried to survive cold temperatures without heat, electricity and necessities.

When BAR Affiliate O’Neil Software learned that one of their employee’s family, friends and neighbours had been in its path and suffered great storm loss and damage, they wanted to help. “We just couldn’t stand by and do nothing,” said Ian Thomas, Executive Vice President of O’Neil Software.

Employees were encouraged to bring into work items that were badly needed by those in Staten Island hit the hardest: cleaning supplies, toiletries, blankets, towels, toys and warm clothing, to mention a few. These small tokens of kindness and compassion were then boxed up and shipped by O’Neil Software to a local Staten Island school, that would handle the distribution to those in need.

Backhouse Jones’ charity Paris bike ride Grinning from ear to ear, Andrew, Steven and Scott from specialist transport solicitors Backhouse Jones made it to Paris by bike, raising £5,295 (to date) for charity Transaid in the process. The team from BAR’s legal partners arrived at the Eiffel Tower after 7 long days and cycling a total of 505 miles.

Backhouse Jones would like to extend its sincere thanks to all of those who have donated and supported Andrew, Steven and Scott to keep going!

Harrow Green relocates housing group

Business relocation specialist Harrow Green is currently involved in a major three-phase project for one of the country’s leading housing providers. Fabrick Housing Group has chosen the company to move it from a number of locations within Middlesbrough to a new company headquarters at Hudson Quay in Middlehaven.The first phase move, which involved the relocation of files, storage and IT equipment, was undertaken in July with further moves in November, and the final move planned for March 2013. Around 200 members of staff work in the new

Fabrick Housing Group head office after a decision to bring services together and boost integrated working, skills and knowledge, as well as reducing the cost of running multiple sites. Andrew Arkle, Property Manager for Fabrick Group, said: “We selected Harrow Green following a procurement exercise and have been impressed with the attention given to pre-move planning, as well as the efficiency on the day of the move itself. All went to plan and we look forward to working with Harrow Green on our forthcoming moves.”

Industry News


Under the Employment Rights Act 1996, when an employer fails to provide work throughout a day during any part of which an employee would normally be required to work in accordance with his contract of employment, the employee is entitled to a statutory guarantee payment. However, the Employment Appeals Tribunal (EAT) has clarified that when employees have agreed to a temporary reduction in normal working hours – in the case of Abercrombie and others v Aga Rangemaster Ltd, no longer working on Fridays – employees are no longer entitled to a guarantee payment with respect to those Fridays. According to Backhouse Jones, the EAT suggested that employment tribunals will have to investigate the position on the day when it is said that the employee was not provided with work. Tribunals will have to ascertain whether the employee would, at that time, normally be required to work in accordance with their contract. In the case studied by the EAT, the effect of the agreed variation meant that the employees were not normally required to work on the Fridays in question. On appeal, the judge said that the fact that an agreed variation of contract terms is temporary does not prevent there being a change to employees’ normal working hours for the purpose of considering entitlement to guarantee payments. Backhouse Jones say that the decision “applies an

extremely restrictive interpretation of the entitlement to guarantee payments. Some would say that the intention of guarantee payments is to provide support to employees in just the type of situation that arose in this case i.e. where employees are put on short-time working, leaving them with reduced pay.” “It appears that where there is agreement to vary working patterns (as opposed to an employer imposing a contractual right to lay off employees without pay), that varied pattern will become the ‘norm’,” the solicitors add. “It is important to be aware of this when negotiating to reach an

agreement to short-time working and considering redundancy situations.”

No guarantee payments for reduced working hoursTransport law solicitors Backhouse Jones reports that the Employment Appeals tribunal has ruled that employees who agree to reduced working hours are not entitled tostatutory ‘guarantee payments’.

Our company’s sole purpose since its inception in 1977 is to serve the

membership – to supply good quality, innovative packaging products at

low prices. This is achieved by buying jointly on your behalf and passing

on the discount achieved from this bulk purchasing power!

As a member, we should be your preferred supplier but are we?

For many of you the answer will be yes but for those of you that say no

then we would like to know why!

Your feedback is important so please ring us on 01342 870087 or you

can simply email [email protected]

We look forward to hearing from you.

Are we your preferred supplier - if not, why not?

Steven Meyerhoff of Backhouse Jones

To contact Backhouse Jones solicitors, Telephone: 01254 828 300 or Email: [email protected]

For more information, see www.backhouses.co.uk.

17

Industry News


Industry News


Property market stays frozen House prices and property transaction numbers remained subdued at the end of 2012, and in 2013 even rental prices look set to follow suit, after years of outpacing property prices.

Much ink has been used analysing the macroeconomic and microeconomic reasons for the continued stagnation in the market, but from the removal industry’s perspective there is one main message – property prices and rents are flatlining because people cannot afford to pay more. Most cannot afford to move to a larger property, and many renters say they feel ‘trapped’. Average rents have increased by 13.6% since 2009 as demand continues to outstrip supply. However, according to Rightmove, rents will only rise by about 2% in 2013; 61% of landlords plan a rent freeze, as they become increasingly mindful of tenants’ ability to meet rising rental demands. Meanwhile, 59% of existing tenants say that they would like to buy but cannot afford to and are therefore ‘trapped’. This is up on the 54% recorded last quarter and now stands at the highest level Rightmove has ever recorded. In spite of the largest ever monthly fall in December 2012 for asking prices for house sales, Rightmove forecast a 2% rise in house prices for 2013. It explained the drop in asking prices at the end of 2012 was due to an established pattern in December when new sellers take heed of the winter slowdown. Asking prices fell by an average of £7,772 (-3.3%). It believes house prices will rise by 2% nationally in 2013 assisted by greater competition among lenders. By the end of 2012, there were signs of a slight improvement in the market, with the average gap between the final asking price and sold price narrowing to 3.7% compared to 4.9% in 2009, 2010 and 2011.

Million pound homesOn the whole, property transaction numbers remained depressed in 2012.

The October 2012 data from the Land Registry showed an annual price increase of 1.1% which took the average property value in England and Wales to £161,605. The monthly change from September to October was a decrease of 0.3%.

Nationwide said that house prices were unchanged in November 2012, leaving them 1.2% below the level prevailing twelve months before. Similar data was published by the Halifax which recorded house prices in November 2012 as virtually unchanged compared with November 2011. House prices in the three months to November were 0.7% lower than in the previous three months. This was the sixth consecutive fall in this measure of the underlying trend but was an improvement on the 1.0% decrease in October. House prices increased by 1.0% in November. There have been five monthly rises and six falls in the first 11 months of 2012.

At the same time, the number of properties sold in England and Wales for over £1 million in August 2012 increased by 12% to 843, from 753 in August 2011. In fact, Lloyds TSB said there was a 3% market-wide rise in property sales in the first-half of the year, compared

with an 11% decline in million pound home sales; there were 3,043 million pound property sales in Great Britain in the first half of 2012, the smallest total since the first half of 2009. Of course, sales of million pound homes account for a minor part of the national

housing market, representing just 1.0% of total sales in the first six months of 2012. Lloyds TSB estimates that there are around 166,000 homes in Great Britain worth at least one million pounds. Even in London, million pound sales accounted for only 5.2% of all sales.

19

Industry News


Olympics Monitor

BAR Training ServicesTraining from the Removals Experts

To book - Call: 01923 699484 or email: [email protected]

BTEC Award in Practical EstimatingThis 2 day course is practically based and is designed to teach students the art of estimating as well as face to face sales techniques, covering topics such as:

• Quantity assessment made easy • Instructor with 27 years experience in estimating • Best practice - survey to report to quote • Confidence in sales & estimating. • Understanding the importance of communication £545 + VAT p/p (BAR Member)

Course Dates 20135-6 March

Course to be held at BAR, Watford

NEWLYIMPROVED

for 2013!

20

BAR News


Getting the most out of the BAR website The BAR website contains an ever growing selection of useful materials for its Members. In the Resources section of the Members’ Area, you can find marketing materials, model forms and general information on how to run your business effectively and in full compliance with the law. Over the next few issues, R&S will highlight some of the resources available online.

Opting in for free BAR sale leads

Marketing leaflets for the removals industry

As the BAR Board has agreed that the BAR sales leads will continue to be free for all Members, make sure your company has opted in for the leads.To take advantage of this opportunity, follow the step by step guide on the BAR website (Members’ area) on how to opt in, or contact the BAR Commercial department on 01923 699 483.

New Met Quiz 2013In an attempt to alleviate the unremitting economic gloom, the New Met Area is starting the year with a bit of seasonal cheer by launching its very first NEW MET Quiz of the Year 2013!

Rob Syers (pictured below) of the New Met Area tells R&S that this ‘Quiz with a difference’ has been devised for amusement and diversion only. It is open and free to all BAR Members, Affiliates and Partners.

The winner will receive two complimentary invitations to the New Met Special Summer Event at the Brooklands Motor and Aviation Museum in June, not to mention the honour, prestige and glory of being the very first winner of this new competition! Make sure you get started quickly as the deadline for entries is 28 January 2013. For more information, go to the BAR Areas of the trade section of the BAR website, www.bar.co.uk.

BAR has produced a series of marketing leaflets that are designed to help Members promote their removal services to consumers and businesses to ensure a successful move.

“Avoid the headache” is a useful and attractive guide for domestic customers, which informs them about how they can best contribute to a smooth move. Removal companies should ideally send their customers this leaflet well in advance of moving day, to help them prepare and plan for an efficient move.

The leaflet explains such items as service specification, packing, insurance, mains services, deep freezers, carpets and curtains, parking and access, and how to manage the ever challenging issue of children and pets. The document helpfully sets out a moving check list for the customer to fill in, and rounds off with a useful selection of Golden Rules – such as don’t move on Friday and, of course, always choose a BAR Member!

BAR has also published more specific leaflets for moving overseas and moving to Europe. The overseas moving leaflet contains with a number of Top Tips for this segment of the market, such as not to plan the move for the day of a flight but rather a day or two before, and to give a BAR Overseas Remover as much notice as possible of the preferred moving date, particularly in the summer.

All the literature clearly explains what BAR membership means, and strongly recommends the use of a BAR Member company for any move.For more information, see www.bar.co.uk/trade/mybar

January 2013 Removals & Storage 21

BAR News

Roundup of the Area MeetingsBAR Area Meetings in the second half of 2012 were dominated by debates about the implications of the upcoming termination of the OFT code of practice, as well as by interesting discussions and presentations about Internet marketing, in addition to issues of more local interest. Members across the country were particularly concerned by the financial implications of the transfer to a new Code, and what these changes will mean for company literature, livery and advertising.

Southern AreaAt a Southern Area Meeting at Romsey Golf Club, chaired by Alan Eldridge, Members held a useful discussion on how best to use the Internet to grow their businesses.

Shamus Mahmood from Reach Local, who are Internet advertising specialists and BAR Affiliates, gave a well-received presentation on how to reach the consumer in today’s world. The Area Members also heard from Brian Maidman about the benefits of being a member of the CMG. Brian has been a CMG councillor for 12 years and listed a number of advantages CMG membership has brought his company.

He also discussed his role as a BAR Directly Elected Director which is to shape and help enforce policy and called on Area members to consider getting more involved in BAR policy issues. Bernice Pardy closed the meeting by providing an interesting history of Mike and Ann Johnson and their well-known local business, Johnsons of Shaftesbury. The business was started in the 1890’s. Mike and Ann decided to retire, partly due to ill health and the business has now been sold to Thomas Firbank.

Western AreaThe Western Area meeting at Brent House in Highbridge was chaired by Mark Chudley, who opened the meeting by asking everyone to stand and raise a glass to toast Shelley Chamberlain of Easymove Swindon who very sadly passed away after her fight against cancer.

All Members agreed that the money raised from the meeting’s raffle would be donated to the Prospect Hospice in memory of Shelley. Paul Fox provided Members with a briefing of the latest National Council, and explained that how the new TSI code will affect BAR Members. There were many questions about the financial and practical implications of the new code. Area Members noted BAR’s efforts and success in gaining more public awareness, which in turn has gained Members more recognition and work.

Some Members argued that money would be better spent on increasing public awareness through BAR rather than on re-writing an OFT or TSI approved code. After this intense debate, the meeting ended on a lighter note, with an entertaining money horse racing competition.

Winner Gary Morgan of Kwikmove went home with a bottle of Champagne, while Kwikmove’s Kevin Kavanagh came second with a bottle of lager!

South Western AreaMeetings of the South Western Area have above average attendance, and judging by the efforts made by the Area members for their recent annual meeting and dinner dance, this is no surprise. Sue Christophers of M.J. Christophers & Son told R&S that the South Western Area returned to the Hotel Bristol in Newquay for their annual dinner dance in November 2012. She reports “With its balance of meeting and relaxation it turned out to be a fantastic and memorable weekend. The familiar venue and friendly welcome from the staff as members entered the hotel set the mood of the weekend immediately. Several Members made the most of the opportunity to have weekend in ‘wind swept’ Cornwall by getting together on Friday evening with friends to sample the local delicacies. A superb evening was had by all. During Saturday afternoon the Area held their business meeting which was well attended by Area Members and Members from across the country. After informative feedback from the National Councillor, Geoff Clinch from Reddaways, BAR Director of Marketing, Caroline Suard, led a tailor-made meeting which addressed many areas of interest and concern for Members. With her infectious enthusiasm, she told us about the exciting developments BAR Marketing is forging and how as Members we could and should make the most of everything. A well-received informative meeting which made an impact on all who attended! Pre-dinner drinks in the bar were complemented by a quality 3 course meal. After dinner, Members retired to the ballroom where the raffle, auction and dancing took place. Prizes for the Area’s annual charity auction were kindly sponsored by AGS Movers, Britannia Movers International, Basil Fry & Co Ltd, FK Commercials Ltd, John Mason, Bluefin Insurance Services, BAR Services, Trafalgar Cases,

Matt Purdie & Sons Ltd, Wessex DAF and BAR South Western Area members. First-time auctioneer Shaun McMullin worked hard for the first part of the auction and got it off to a memorable start. This was followed by the masterful and experienced, David Trenchard, taking the floor for the auctioning of a model lorry sponsored by Terry Sinott from Unique Van Bodies. There was an intense atmosphere during the bidding for the lorry, as well as an engulfing feeling of immense generosity in the room; two bidders, George Rose, from Rose Removals and Nigel Shaw from Specialised Movers, both offered £600 for the lorry. Within moments, Terry agreed to donate another lorry so they could each have one. The BAR South Western Area raised a staggering amount in the region of £2,000 during the dinner dance and we are very grateful to all the sponsors. In the past, money raised has been split between the RBA, Shelter Box, Mayfield Special School and the neonatal unit at Treliske in Truro – all of these have a special place in the hearts of the South West Area Members.

Scottish AreaThe Scottish Area met at the Hilcroft Hotel in Whitburn, and was chaired by David Woodhouse. New members Kerr’s Removals were presented with their membership certificate by Directly Elected Director Timon Thorncroft. Timon carefully explained to Members the implications of the changes to the Consumer Code. Outside speaker Sean Dawson of KMS independent financial advisers gave an informative talk on the up and coming pensions reform and on auto enrolment (for more information, see page 50). A delighted Austin Clark of Clark & Rose won a bottle of whisky in the prize draw, kindly donated by PHS Teacrate.

22

BAR News


Increasing new business in 2013BAR Affiliate, TwentyCi, owners of moveme.com, offer a range of services to removal companies including a unique type of lead which enables removal companies to contact movers as soon as their property is listed as under offer or sold.

The value of these leads can be enhanced further with the option to select specific geographical areas and just properties of particular value i.e. only £150,000 and over. This enables removal clients to effectively target their marketing only towards the type of movers who are likely to use a professional removal firm. “No other company is able to accurately identify as soon as a property goes under offer, making TwentyCi’s services invaluable to BAR Members in assisting with marketing and brand awareness,” their Account Manager, Katy Moore, told R&S. “Bucking the trend for standard direct mail campaigns, existing customers regularly achieve response rates of over 10%!” BAR Members can benefit from an exclusive 20% discount on the cost of these leads, making them an efficient way of getting your brand in front of movers at the very point at which they need your services. The leads are supplied to no more than three companies in any area and TwentyCi offer an additional 10% discount for any company signing up for an initial three month trial. TwentyCi are aware that not all removal companies have experience in, or the time to devote to direct mail marketing and as such they are always more than happy to answer any questions you may have and make suggestions as to how you can make the leads work best for your company. For further information, please contact the TwentyCi Removals Team on 01908 829300 or email [email protected].

Rightmove exclusivity confirmedFollowing the partnership agreement reached with BAR last October, Rightmove have confirmed that membership of Rightmove’s removal leads service will now be exclusive to BAR Members throughout 2013.

Following the partnership agreement reached with BAR last October, Rightmove have confirmed that membership of Rightmove’s removal leads service will now be exclusive to BAR Members throughout 2013.

BAR head office worked in partnership with Rightmove’s account managers to hit a target of getting 200 depots live and receiving leads by the end of November, triggering the exclusivity period.

Rob Wilson, Head of Consumer Services said “I’m really pleased that BAR Members have seen the benefits of working with us, particularly as we work hard to only deliver genuine leads

through our great filters, tight geographic targeting and limit of 4 firms per quote.”

As part of Rightmove’s recent consumer survey on attitudes toward removers (see pages 52-53), Rightmove found that BAR has twice the awareness among pre-move consumers than the next nearest organisation and nearly three times the awareness amongst in-process movers. Rob noted that “the BAR is significantly more effective in their marketing efforts than competing organisations.”

A great start to the New Year for BAR Members and BAR’s Commercial Department.


BAR News

To help prepare for the proposed changes, BAR has appointed IDRS Ltd, a wholly-owned subsidiary of the Centre for Effective Dispute Resolution (CEDR) to run a pilot Conciliation Service which started as from 17 December 2012 and will end 28 February 2013.

The CEDR Disputes Group, which incorporates IDRS and CEDR Solve, is Europe’s leading Alternative Dispute Resolution (ADR) service provider. CEDR Solve has dealt with over 20,000 referrals since its launch and annually some 700 commercial cases. IDRS is one of the UK’s leading dispute resolution service providers, best known for its consumer redress schemes.

ConciliationConciliation is very similar to mediation. It is a flexible process conducted confidentially in which a neutral person actively assists the parties in working towards a negotiated agreement of a dispute or difference, with the parties in ultimate control of the decision to settle and the terms of resolution. Where the parties are unable to reach an agreement, the conciliator will make a recommendation to the parties in writing, based on the discussions that have taken place.

The conciliator appointed will be independent of BAR and completely neutral. They will have no vested interest in the outcome of the process and will remain impartial at all times. Their role is to facilitate communication between the parties, helping the parties to overcome deadlock and to explore settlement proposals in depth.

The conciliation process is confidential on two levels. The entire conciliation is in confidence; it is held in private. What is discussed remains confidential and the outcome is only publicised if the parties so agree; and no private information shared with the conciliator in a private meeting with one party can be passed on without the party’s express permission. The process is conducted without prejudice, which means that anything discussed during the process cannot be used later in court or by an arbitrator.

The BAR Conciliation ProcessOnce BAR has been notified of the dispute it will take initial steps by telephone to encourage the customer and Member to settle the dispute. Should this be unsuccessful, BAR will refer the case to IDRS for

conciliation. Once the case has been referred to IDRS, BAR will have no further contact with the parties in relation to the case other than to provide IDRS with technical advice if needed. The service will normally take six weeks from receipt of the application by IDRS to the closure of the case.

The proceedings start when BAR sends the conciliation referral form to IDRS. IDRS will acknowledge receipt and invite the parties to submit any evidence they would like the conciliator to consider, within five working days.

IDRS will then appoint a conciliator, sending all evidence and correspondence received in respect of the case to date. The conciliator will seek to conclude the conciliation within 21 days of his or her appointment. The conciliation will take place by phone only.

If a solution is found, then the conciliator will record that solution in writing and send it to the parties (via IDRS) in the form of a simple, Confirmation of Outcome Statement (the Statement), for signature. The parties must sign and return the Statement to IDRS within 14 days. Upon receipt of both signed copies of the Statement IDRS will advise the parties accordingly and they must then take action to comply with the agreed outcome. IDRS will provide

a copy of the Confirmation of Outcome Statement to BAR for record purposes (on a confidential basis).

If either party does not sign or return the Statement to IDRS within 14 days, then it has no effect and IDRS will write to the parties to conclude the conciliation. At the same time, IDRS will issue a BAR Arbitration Application Form to the customer, who may choose either to go to arbitration or to court. If the customer chooses Arbitration, then the application form must be submitted to IDRS within 28 days from the date the form is sent by IDRS to the customer together with the appropriate fee.

Conciliation is a separate process to Arbitration, and anything that is discussed during the conciliation process is confidential. If the parties are unable to settle, they may proceed to arbitration under the Rules of the BAR Arbitration Scheme, which, apart from the administration of the application process, will remain the same.


BAR to pilot a new independent Conciliation ServiceAs part of the new revisions to the Consumer Codes Approval Scheme (CCAS) proposed by the Trading Standards Institute (TSI), from 1 April 2013, BAR will be required to provide the availability of a speedy, responsive, accessible and user- friendly alternative dispute resolution for consumer disputes.

ContactFor more information: [email protected]

24

BAR News


Stephen Compton – Up and rising! Young Mover Stephen Compton of Browns Removal and Storage, Belfast, talks about joining the business and the many doors that he hopes it will open for him.

Browns Removal and Storage, Belfast is the longest-established removals company in Northern Ireland, founded back in 1904. Stephen joined the business three years ago, and has worked both in Belfast and in the sister company, Tweedy Acheson Removals & Storage, based at Limavady in the north-west of the country.

Although he comes from a family of movers, removals wasn’t Stephen’s first choice of industry. After leaving school with five good GCSEs, Stephen qualified as a domestic and commercial plumber before realising that plumbing was not, in fact, for him.

Stephen’s father William, who worked for over 40 years in the removals industry, talked with Fenton Archer, the owner of Browns and Tweedy Acheson, with whom he worked alongside and both agreed to give Stephen an opportunity.

William retired from the industry in February 2012 and Stephen told R&S: “I realised that I had an aspiration to follow my father’s footsteps,” Stephen says.

“I am very grateful to Fenton for opening the door for me. I love all the diversity of this business.”

Stephen started out on the lorries and has steadily worked his way up the company. “It was really useful to start at the most basic level and find out all about moving from the bottom up,” he says.

“As well giving me insight into the business, I think it’s also helped me earn respect from the workforce. I would recommend that all young movers start out on the lorries.”

Stephen currently holds the position of General Manager and is based mainly in the company offices. His responsibilities include surveys and

quotes, invoicing, calls and enquiries, and general office management and paperwork.

“Being involved in all of these parts of the business means that I can quickly identify any problems and fix them sooner rather than later,” he says. “Sometimes I am also able to find ways of making each task simpler or quicker.”

Because of his many work commitments, Stephen hasn’t been able to attend as many Young Mover events or meet his peers in the industry as often as he would like.

Like many Young Movers he says that the highlight of recent years was the Laser Quest day at Star City in Birmingham.

Stephen has also attended two BAR Conferences so far, and took his wife along to the gala dinner. “Attending industry events such as the Annual Conference and the Young Movers is both enjoyable and informative,” he says.

“It gives you a chance to meet people in the industry from various backgrounds and of all areas. I was able to build a rapport with many people and hopefully that will help us establish working relationships with each other.”

Stephen was married just before he joined Browns, and outside of removals he leads a busy life. The young couple love to travel whenever and wherever they can.

Stephen is also a keen rugby fan and a dedicated supporter of Ulster Rugby, a powerful and efficient team who are well known across the British Isles and Europe – just like Browns Removals and Storage!

Young Mover Profile

‘‘Attending industry events such as the Annual Conference and the Young Movers is both enjoyable and informative, it gives you a chance to meet people in the industry from various backgrounds and of all areas.

‘‘

Domestic Mover of the Year 2013

Deadline for entries is 18 February 2013

Application forms can be downloaded from

www.bar.co.uk/dmoty2013.aspx or contact BAR on

01923 699483

WINNER

DOMESTICMOVER OFTHE YEAR

2013-14


BAR News



Application forms can be downloaded from

www.bar.co.uk/dmoty2013.aspx or contact BAR on

01923 699483

26

BAR News


BAR ServicesBAR Services

Introducing our latest member of the teamIn October 2012, Max Boisvert (pictured) became the latest recruit to the rapidly expanding BAR Services team. Nineteen year old Max has been taken on to work alongside Suzy Barrak in Customer Services and help support Nicki in the office.

As well as his role in Customer Services, Max is also responsible for managing and developing the BAR Services website. Max left college in May 2012 having studied business and ICT as two of his main subjects. He has a keen interest in sales and marketing as well as website design. Max spent six months after leaving college working as ground staff at Gatwick Airport whilst looking for a job that suited his interests. He is looking forward to the challenge of being able to develop his knowledge at BAR Services. He may be young and have little experience in the removal or packaging industry but he sees this as a positive – it gives him plenty to learn. He is extremely enthusiastic and eager to acquire new skills. In his spare time, Max enjoys weekends out at pubs and clubs with friends and he also spends much of his time in the gym keeping fit. BAR Services feels that Max will be an invaluable addition to the company, by providing a fresh, new and younger perspective to the business. The office is also pleased that the male/female ratio of staff is finally looking more equal!

BAR Services unveils its new look websiteRecent months have seen BAR Services invest fully in its website as it views this as an important part of the service it provides. It is now pleased to further unveil a brand new look to the website, including an affiliate-linking module that enables Members to link to its online shop.

Max Boisvert will oversee its development, alongside Open SEO. Since Max was recruited in October 2012, he has been researching the advantages and disadvantages of the website in its current form and identified areas that could be improved. The outcome of this research is a new look website and the good news is it is available to use now. The new and easy to use website is simple, fresher looking and more user friendly.

Members will be able to view the discounted prices that are available to BAR Members only. As with the original website, access to these prices will be gained by your own individual log-in details and details of these will be emailed to you at the end of January for safe keeping. BAR Services has seen a dramatic increase in website orders over the last few months and hope that the simple to use design of its new website will

encourage more customers to use this option for ordering. Max is pleased with the final product: “The business world today is a fast moving place and removal companies need to be able to order their packaging quickly and easily,” he comments. “I am sure the new, fuss free design will make it more straightforward to find and order the products they require which saves on a costly and time consuming phone call.”

If you would like to view the website go to www.barsrvices.co.uk. Should you have any questions regarding the website please contact Max Boisvert on 01342 870087 or email [email protected]



Application forms can be downloaded from www.bar.co.uk/dmoty2013.aspx or contact BAR on 01923 699483

WINNER

DOMESTICMOVER OFTHE YEAR

2013-14


BAR News

28

BAR News


More BAR News

BAR Membership Criteria: new procedures

During January and February 2013 a trial of the new inspection procedures will be undertaken with the thirty-eight Members who are already scheduled to have a Quality Standards audit during those two months, and other companies in the local vicinity, to test the robustness of those new procedures and, with the benefit of feedback from the Members involved, to refine the details for full implementation from March onwards.

Revised inspection regimeThe revised inspection regime will fall into two parts: pre-inspection and on-site inspection. Completion of pre-inspection procedures will save time and effort both for BAR, the inspectors, and most importantly for the Members themselves.

It will operate as follows: Inspection dates will be agreed as now between inspector and company, and confirmed by email. That confirming email will include a pre-inspection questionnaire requiring information to be returned electronically to BAR, no later than two weeks before the agreed inspection date, covering such basic matters as:

• VATregistrationnumber• O-Licencedetails,orOperatingCentre agreement• Insuranceoptionsofferedtocustomers,and

details of broker, policy number• Terms&Conditionsinuse(otherthanBAR

approved)• Premises–ownedorrented(basicleasedetails

for the latter)• PAYEregistrationnumber• ArrangementsforAgencyorself-employedstaff• Staffnumbers,bycategory• Vehiclenumbers• Volumeofbusinessactivityoverprevious 12 months.

Compliance It would obviously be self-defeating if BAR had to chase Members to co-operate with this important request. So, other than to a very trivial degree, any non-compliance which imposes additional cost and effort on both BAR and the inspectors will attract a surcharge of £75 on each occasion. It is felt that this is unlikely to be necessary as this information should be readily available, and prompt compliance with the pre-inspection request is confidently expected from Members. Should an agreed on-site inspection be cancelled by a Member within 30 days of the date set, then a cancellation fee of £135 will be levied by BAR. However, once again, this is expected to be an infrequent circumstance.

The revised Membership Criteria reinforces the importance of establishing the financial standing of BAR Members. To that end, where Members are not

required to file accounts at Companies House, sufficient information is to be made available for credit checks to be undertaken by a reputable credit agency – Creditsafe Business Solutions – at the request and discretion of BAR. This, in fact, is not strictly speaking a new requirement, as the provision to the Association of evidence of financial stability has been allowed for under the BAR Rules for many years, and under the revised Criteria this is simply being put on a more formal basis.

Everyone will understand the value in timely compliance with the really quite simple pre-submission procedure. This is especially so, as the introduction of annual checks can be used as a significant marketing tool, reinforcing the message to potential customers of the real value in using the services of a BAR Member.

All BAR Members will be aware of the more stringent Criteria for membership of the Association which were introduced after extensive consultation with effect from 1 January 2013. A key, and perhaps the most visibly prominent, part of those changes is the move to conduct annual inspections, rather than at intervals of three years. Revised procedures have now been established to enable this ‘step-change’ to be accomplished.

QSS has been instructed to carry out the annual inspections under the new procedures outlined above.

By James Falkner, BAR Company Secretary


BAR NewsOlympics Monitor

Please let us know if you are not receiving and want to receive our monthly email reminders for submitting ideas, news, comments and events to include in future issues of the magazine, and the deadlines for submissions. While we cannot promise to publish all your news and information, it does help if submissions are received within the copy deadlines.

Please also send us your feedback on the content of the magazine and your ideas for new regular sections or other improvements made.

It’s your magazine!

Looking forward to hearing from you soon. The Editorial Team at R&S E: [email protected] T: 020 3235 1806

If you have any news or comments about your business, the economy, and

the industry in general, please send in your information, letters or articles.

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BAR News


CMG News

The Commercial Moving Group (CMG) is a dedicated group of companies within the British Association of Removers that specialise in all aspects of commercial relocations.

After the sporting activities undertaken by many and enjoyed by all, the gathered masses headed for the CMG Seminar, ably hosted by John Mitchell of Pluscrates. It’s worth noting that this was the first seminar of this kind organised by the CMG. It was designed to be short and informative and, at the same time, to give a flavour of things to come from the CMG Council in the future.

Ian Studd, our fabled President, welcomed everyone in his usual upbeat manner and extolled the virtues of the BAR & CMG. Andy Carr, former CMG Chairman, talked about life outside the CMG, which was enlightening to say the least, especially when he told us how much he missed being a part of the group. Barry Kempton from Abrahams Cases spoke about the products that CMG members could use for the transportation of delicate items on

relocation as well as their plans for the future. Bob Tree from Basil Fry & Co is an accomplished speaker and took time to inform us of the insurance side of life. He was followed by John Mitchell and a presentation on packing crates.

This was a fairly laid back affair where the delegates took the opportunity to mingle with the sponsors and other participants such as DKV, BARTS, QSS and Steel Storage.

Following the Seminar and a short interlude to change for dinner, we were entertained by John Stiles, son of the World Cup 1966 winner Nobby Stiles. Many stories were told and enjoyed, and several members of the audience (including John Mitchell, Kevin Mack and Loren Webster) were the gracious targets of some anecdotes and joviality.

To round off the evening, there was an auction. The lots were a week in an apartment in Portugal donated by Nigel & Carole Shaw of Specialised Movers, a round of golf for 4 at St Pierre and a late surprise from John Stiles – 2 authentic signed shirts from the European Cup winning side, complete with letters of authenticity. A significant amount of money was raised (£2,050) and the beneficiaries are to be the RBA and Ataxia UK.

The usual suspects adjourned to the bar area, where it is rumoured that the ‘world was put to rights’ and anything else they remember!

Once again the organising committee would like to thank the companies and people who sponsored or supported the event and were a key part of making it a success.

CMG News

Following on from the R&S report in October 2012 of the CMG’s marketing plans that were presented at the CMG Seminar and the Golf Day at St Pierre, Chepstow last year, Kevin Mack of Company Moves has kindly supplied an account of the first CMG Seminar of this kind.

CMG markets its brand to local government BAR’S CMG members showed their commitment to promoting their unique brand of quality by manning a CMG stand at the Local Government Procurement Network exhibition last November.

CMG Members Sarah Cole of Universal Commercial Relocation and Simon Fahey of P Fahey and Sons were at the exhibition in London to meet with procurement delegates and to answer their questions in relation to relocation tenders. Delegates were interested in the CMG’s Tender Guide and also wanted to find out more

about the BS 8522 standard and its quality criteria. The event hosted by BIP Solutions was supported by organisations such as the International Association for Contract & Commercial Management and the Government Procurement Service. According to Simon, “procurement delegates are being told by Central

Government to make the tendering process more specific to the requirements of the project and less onerous on the contractor by working more as a partnership.” He believes “this can only be good for simplifying the tender process and in turn good for the relocation industry!”

CMG Seminar

Matt Purdie; intrepid traveller and CMG Member

Kevin Mack and Rod Seeland

John Mitchell hosting the Seminar

A good time was had by all


BAR NewsCMG News

Kevin Mack and Rod Seeland

John Mitchell hosting the Seminar

A good time was had by all


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BAR News


Overseas Group News

The Overseas Group (OG) is a dedicated group of companies within the British Association of Removers that specialise in all aspects of overseas relocations.

Overseas Skills TrainingBAR Training Services delivered two Overseas Skills training courses in the last quarter of 2012. The course is an introduction to the world of Overseas Removals for people new to the industry or overseas shipping. Funded by the Overseas Group, it covers all aspects of international removals including sea and air freight, shipping cars and customs clearance. The course also focussed on costing with the experience of Louis Spies from White and Co. who kindly delivers this part of the course. After showing the students all the costing elements involved with air freight and shipping, Louis set them several costing tasks, where they demonstrated that they could cost an overseas removal competently. They also showed that they had a good level of understanding of the overseas removal industry with a short test at the end of the course, where nobody scored less than 80%. For full feedback from the participants and more information, see www.removalstraining.co.uk.

John Stanley, GB Liners: “This was an excellent introduction into the theory and practice of overseas moving. It will be most useful in my career.”

Gina Almandras, Britannia Movers International: “It has been a great opportunity to meet and network with other young people working in the same industry, essentially the future and new generation of removals, shipping and storage. I have learnt a great variety of information and hope to use this going forward and at the office.”

Melissa Dale, Burke Bros: “I felt the course gave a good insight to overseas removals and was very well led by the trainer, Peter.”

Magdalena Horczak, ICM Gerson: “Global aspects discussed during the training made me enjoy my work even more – it’s been very beneficial.”

Guy Lovegrove, Clockwork: “Peter and Louis provided an excellent overview and technical training in overseas removals.”

Lise Watkins, Elite Moving Systems: “Interesting course which gives a great overview of international moving.”

Dean Harrison, White & Co: “Provides a quality introduction to overseas removals.”

Catherine Goodman, Team Relocations Ltd: “The course provides a really good overview of International Shipping and is perfect for anyone who is new to the industry.”

Tom Vickery, Cadogan Tate: “A very informative course. Great to learn the basics of Overseas Shipping.”

Robert Aitken, Bishop’s Move Group: “The course was very useful and informative.”

Charles Goblet, Cadogan Tate: “It’s a great course to get an overview of how the process of international shipments operate and then hear from others on the course how they do things in their own companies. Having gone back to basics in a classroom environment, I feel more comfortable when putting out quotes now that I know where all of the charges have originated from.”

Victoria Knight, Excess International Movers: “Suitable for newcomers to the industry and a handy brush up for the more experienced members. Teaches you things that spreadsheets can’t – taking you back to basics.”

Andrew Wilkins, Harrow Green: “This course has further increased my knowledge of the industry.”

The Overseas Group membership

currently consists of 54 Members.

There are 149 BAR International

Associates.

For more information on joining the Overseas Group contact:

email: [email protected] or Tel: 01923 699 483



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4pp Conference Advert(Jan 2013 Martyn)

page 3

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Industry News


European News

At a recent European Commission conference in Cyprus, the IRU’s General Delegate to the EU, Michael Nielsen, highlighted the fact that 76% of attacks on cargo and drivers took place in parking areas, lay-bys or service areas. He called on Member States to offer more and better secured truck parking areas and to make their location and features automatically and systematically available to road transport operators and drivers as provided by IRU’s TRANSPark. TRANSPark is a free of charge online application and service, which allows users and parking operators to rate parking areas according to the levels of security and comfort they provide. The IRU has requested that the EU simplifies current labelling standards for truck parking areas, and redefines criteria and grades for security and comfort services. For the IRU, a truck parking in a lower quality parking area is still better than a truck parking on the roadside. The organisation is developing a number of solutions and wants to see greater involvement by authorities, shippers, transport operators, insurers and parking operators in decisions

about parking areas. This would avoid problems such as increasing parking costs, as well unrealistic requirements from shippers or insurance companies on which parking area to use.

IRU lobbies for secure parking TheInternationalRoadTransportUnion,theIRU,continuestohighlight the risks of attacks on cargo and drivers in parking areas.

Belgian restrictions by SMS

MöLo 2013 focus on logistics

Wallonia (the southern, French-speaking part of Belgium) is installing a system that will warn transporters, several hours in advance, of any traffic restrictions taking effect so that drivers can change routes before the restricted zones and take detours.

During the winter period each year, numerous stretches of motorway are closed off to HGVs due to risky weather conditions. In Belgium, particularly in Wallonia, these road blocks mostly concern the Ardennes Mountains and connections between Luxembourg, Namur, Brussels and Luxembourg, Liege and Maastricht.

To take advantage of this free-of-charge warning system, register on the website http://trafiroutes.wallonie.be and indicate the mobile number you wish to use to receive text message (SMS) alerts about any restrictions.

In Wallonia, winter driving restrictions for HGVs

only apply to vehicles longer than 13 metres (articulated vehicles and trucks with trailers). All shorter trucks, no matter their tonnage, as well as vehicles transporting passengers, will not be affected by any heavy vehicle traffic restrictions.

Advance notice that MöLo, the International trade fair for New Furniture Logistics, Movers and Service, will take place from 19-21 September 2013 in Kassel, Germany. This year’s focus will be on logistics.

The event is intended to provide a platform for the exchange of information between suppliers,

forwarders and potential customers. The exhibitors at the MöLo will be showing and demonstrating solutions for transport, IT systems, safety, advice, packaging solutions and storage technology, including solutions to logistics requirements for forwarding furniture.

New tyre rules in force Double check that your business is compliant with the new EU tyre labelling rules which alter the way tyres are now sold. As from 1 November 2012, new EU rules require all new tyres on sale in Europe to be classified and labelled for fuel efficiency, wet grip and noise performance. The new legislation ensures that all new tyres are labelled with clear ratings, and aims to provide end-users of vehicles with clear and relevant information about the quality of the tyre, and to guide them towards choosing a product which is more fuel efficient, has better wet braking and is less noisy. The labelling is similar to that required for household appliances and potential buyers will be able to compare tyre characteristics before making a purchase. Like the European energy label, the tyre label will use classes ranging from best-performance (green ‘A’ class) to worst (red ‘G’ class). Besides indicating how much the tyre affects the vehicle’s fuel efficiency, it will also give information about its performance in wet conditions and its external rolling noise in decibels. Andy Mair, FTA Head of Engineering said “the new tyre labelling requirements are likely to have more of an effect on passenger cars rather than commercial vehicle operators. The road transport sector in recent years has seen an increasingly focussed approach on tyre selection and maintenance, and commercial fleet managers are well ahead of the game when it comes to specifying tyres for commercial vehicles.” The labels will not be mandatory on type C3 tyres (for heavy commercial and PSVs), but the information should still be available in another format from tyre manufacturers.

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BAR News


Self Storage Group

The Self Storage Special Interest Group was established in response to the needs of many Members who now include self storage as an important element in their service offerings. The Group offers a forum for companies to promote and develop their self-storage operations and is designed to encourage best practice in the self-storage industry.

SSSIG Member Profile: Britannia LegerstarBritannia Legerstar Self Storage is part of the Britannia Leatherbarrows removals group that is owned and operated by David and Diane Trenchard together with their daughter, Sarah Vale. R&S spoke to General Manager Darren Vale about the growth of the self-storage business over the last 20 years.

David and Diane originally set up Britannia Legerstar Self Storage in 1983 to provide trade storage facilities in standard wooden storage containers for removal contractors in their local area of Hampshire and Dorset.

These facilities originally included secure racked storage for palletised products for various businesses, requiring some off-site back-up storage of mostly packaging materials. The company also provided short term rental space of open floor areas within the warehouse for various uses.

However, even 20 years ago one of the surprising growth areas of the business was demand from private customers who wanted self storage. Domestic customers would bring in their goods and stow them either themselves or with professional assistance into Legerstar’s wooden storage containers.

“Demand for self storage grew and eventually part of the main warehouse was set aside for walk-in access to containers,” says Darren Vale, who is married to the Trenchards’ daughter Sarah and manages Legerstar Self Storage. “The archive self storage access grew and today we have over 250 shelved containers being used by many different users. We have now also developed tailor-made solutions to provide retrieval, delivery and collection, and we also manage the secure destruction of files as there is a clear demand for this service in the market.”

Trend towards 24/7 accessDemand over the years has evolved, and in 1998 the company started to provide new, high quality 20ft containers coated with anti-condensation roof lining, for customers to rent by the month on short-term self storage contracts allowing 7 day, 24 hour access. Since then, under the management first of David Earp and now of Darren, there has been a steady increase in the number of containers – and the number of contracts.

Legerstar has standardised on the 9ft 6ins high ‘Hi Cube’ version of the containers. Darren says these are a huge improvement over the early 7ft 6 and later 8ft 6in high boxes which proved difficult to pack with standard furniture items. “The high cube boxes are also easier to rack out for archives and we have commercial

customers who find these extremely convenient,” he adds.

“We have found the range of self store products that BAR Services introduced a few years ago to be of great benefit,” Darren adds. “The quality of the padlocks is far better and cheaper than those we previously sourced elsewhere. We particularly like the single point of sale packs of plastic covers.”

Darren joined the company six years ago. Having worked at B&Q Head Office and the Portman Building Society, he says it is refreshing to be part of a family-run business that is committed to the personal touch.

“The focus on personal service here is just as important as making as much money as possible,” he says. “I think this is the main reason we have such a long standing customer base. As manager, my main focus is to continue providing this level of personal service. I believe that this is one of the main reasons that we have prospered through tough trading conditions, in addition to being very competitively priced and providing quality facilities.”

‘‘The archive self storage access grew and today we have over 250 shelved containers being used by many different users. Darren Vale, Legerstar Self Storage

‘‘


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Training News

BAR Training Services carry out a range of training courses for removals companies. Peter Walters, BARTS Field Trainer, provides a roundup of the courses recently delivered. For full feedback from delegates and for more information on all courses, please go to www.removalstraining.co.uk

Pretlove’s RemovalsRemovals Essentials

BARTS delivered the brand new Removals Essentials course that was launched last year. The course is a practical course with no classroom element and covers manual handling, vehicle loading, packing, wrapping, risk assessment and any topic related to the removals industry that trainees wish to know more about.

A total of 23 Pretlove’s staff followed the course, the majority of them having many years’ experience in removals.

C. Pretlove: “I thought this course was a good experience as I learnt facts that I might not have known until coming across them personally. I feel I have gained valuable facts and information and also some new techniques.”

Jack Pretlove: “I found the course very helpful. I learnt how to use the tools I’m given on the job more efficiently and to ensure the way I pack materials is as safe as possible.”

Feedback includes:

S Dell & SonsDriver CPC Training

During the last quarter of 2012, S Dell & Sons took advantage of quieter weekends as the mad summer rush eased for their Driver CPC training. As a result of their Saturday and Sunday training, this has put them on course for completing the required hours by the September 2014 deadline.

They chose to cover the following training modules: Risk Assessment, Manual Handling, Company Image & Customer Care and Vehicle Loading. The drivers in attendance were all experienced drivers and used the course as a refresher and for learning a few new things along the way.

Rob Anderson: “Always good to re-visit risk assessment to improve your knowledge.”

Brian Dell: “A thorough training course, well presented and information was excellent. Questions and answers were handled professionally and fully. Well done BARTS.”

Peter Bradding: “The presentation by the tutor made what could have been a boring several hours quite enjoyable with the friendly banter. The training instructor treated us like adults and made the course as enjoyable as I think it could be.”

Feedback includes:

Manual and Furniture Handling

BARTS delivered a 1-day Manual and Furniture Handling course to 9 delegates at Andrew Porter Ltd in Chorley towards the end of 2012. The morning session was theory based, emphasising the dangers of not following the correct lifting procedure and the possible damage this can do to your back. Peter Walters, BARTS Field Trainer, delivered the course and said “Although the trainees had a good basic knowledge of manual and furniture handling, we worked on changing some habits which could risk injury.”

The afternoon session was the practical session, where Peter demonstrated the correct use of the webbing. All delegates demonstrated that they could identify the appropriate situations to use certain techniques in carrying up and down stairs in Andrew Porters’ purpose-built house mock-up. Although the course was delivered at their premises on a Saturday, this was done at no extra cost, as with all of BARTS’ other courses.

Andrew Porter Ltd.

Michael Bolton: “This built on what I know and helped to point out parts that through familiarity I have paid less attention to. I found this course very helpful.”

Robert Guthrie: “Training was really helpful, instruction very well presented.”

Glynne Rees: “I found the instructor helpful and willing to take the time and demonstrate what he was trying to emphasise while training.”

Lee Pow: “I felt the training given was well delivered and relevant to my job.”

Les Jackson: “This was a good course to build on the skill and knowledge that I already have.”

Feedback includes:


BAR NewsTraining News

To book Call: 01923 699484 or email: [email protected]

Just £99 + VAT p/p (BAR Member)

Selling Skills/Promoting the BAR Code of PracticeThis 1 day course is designed to enhance sales skills and to demonstrate the most effective way of promoting the BAR OFT Code of Practice to win business, covering topics such as:

• The Role of the Salesperson • Marketing• Prospecting & Negotiating • Promoting the OFT Code • Communication & Presentation• Identifying Customer Needs • Closing the Sale

Course Dates 201327 February

BTEC in Removals ManagementThe course can now be completed in 5 days meaning less time away from your place of work!

Upon completion of the later exam, successful students will be presented with a nationally recognised BTEC qualification.

Course Dates 201328 January - 1st February

£1,675 + VAT p/p (BAR Member)

NEWLY IMPROVED for 2013!

BTEC Award in Practical EstimatingThis 2 day course is practically based and is designed to teach students the art of estimating as well as face to face sales techniques, covering topics such as:

• Quantity Assessment • The Role of the Estimator• Health & Safety • Contract Conditions • Communication Techniques• Removals Insurance

Course Dates 2013

5-6 March

£545 + VAT p/p (BAR Member)

1 Day (7 hours) Driver CPC

Prices start from as little as £49.25 + VAT per driver, delivered on site at your premises

Course Dates 2013For further details contact BAR.

JAUPT APPROVED CENTRE AC00191

*BAR Training Services train you at BAR in Watford, in the BAR areas or at your premises.


BARTS 2013 Training Dates All courses taking place at BAR Watford*

Did you know that BARTS can deliver all training onsite at your premises?

Please visit www.removalstraining.com and see all of the different training sessions, workshops and courses we provide, as well as the Removals Apprenticeship Scheme and Online E-learning.

We can also tailor training programmes to fit your individual business needs.

Call BARTS on 01923 699484.

NEWLY IMPROVED for 2013!

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BAR News


Training News

BAR Training Services carry out a range of training courses for removals companies. Peter Walters, BARTS Field Trainer, provides a roundup of the courses recently delivered. For full feedback from delegates and for more information on all courses, please go to www.removalstraining.co.uk

Britannia Anchor Removals and Cheshire RemovalsDriver CPC Training

One Saturday in mid-November 2012, competitor companies came together to train 13 members of their personnel in order to comply with the Driver CPC requirement and get their people involved in refresher skills training.

The courses involved training for Manual Handling, Fire Safety and Emergency Situations, provided by BARTS. By training together in this way and choosing these modules, the companies involved are making sure they are complying not just with the Driver CPC requirement but also the obligation to train personnel in certain topics so that the company is ready for its BAR inspection!

The venture came about when Chris Smallwood, Managing Director of Britannia Anchor Removals,

arranged for Peter Walters of BARTS to deliver the training courses. He circulated an e-mail to all BAR Members in the area informing them of the course and Michael Fahey of Cheshire Removals was quick to respond. Michael agreed to send 7 of his staff to Britannia Anchor’s Salford premises, which added to Chris’s 6 staff who attended this Driver CPC course.

Training took place in the warehouse on a brisk Saturday morning, and the 13 hardy individuals from both companies were treated to bacon butties, drinks and a warm up in the offices!

Commenting on the event, Chris Smallwood said he was “delighted that Michael Fahey contacted me, and shared my keen commitment to the training. I have no doubt he recognised the value of such a ground

breaking initiative, not only to show his commitment to do the right thing by investing in his staff and their safety, but also because he recognised the opportunity to get real value for money.” The whole exercise cost an average of £75 plus VAT per operative, with both companies now completing their obligatory training for the next 3 years.

Michael Fahey said that if Chris hadn’t contacted him, he probably would not have thought about doing the training, but was so glad that he went ahead with it and is now also thinking of having future joint training for a variety of courses. He said that this was a great way of making training cheaper for both companies and recommends that more companies get together for joint training.

BARTS delivered a 1-day training course at the premises of Headington Carriers in Woodstock, Oxfordshire to 10 members of their removals staff. Peter Walters reports: “After covering the theory side of fragile packing, I asked them to show me how they would pack a carton from what they had learnt, and with a few tips and demonstrations, they showed me that they were willing and quick to learn, using plenty of bounce, separation sheets and wrapping items of glassware, crockery and other items properly. It’s said that if you have packed a carton properly, you should be able to drop it from 3 feet without any damage, and they proved this correct when they did just that!” According to Peter, the staff all had a good knowledge of vehicle loading, and Peter demonstrated how to secure items and the load on a vehicle using the web knot.

Headington Carriers

Fragile packing and Vehicle Loading

Paul Nicholls:“Very useful course, have been in the trade for 10 years but still learnt new things.”

James Adams:“The trainer knew what he was on about and showed us new things about packaging and also loading and made things easier.”

James Gaul: “Very enjoyable, informative and worthwhile, learnt new and quick ways of doing things.”

Daniel Barrett: “Very informative training in order to offer the best possible service in the industry.”

Chris Gilkes: “Having worked in the industry for nearly 10 years, I found the course very helpful in general as I have never had any formal training for fragile packing. I found the tips for fragile packing very interesting.”

Kate Johnson: “I learnt a lot about packing and export wrapping. This will help me and our business for the future.”

Timothy Freeman: “I would recommend all porters are given the course as basic training.”

Sam Curry: “Worth doing as I now have some new skills to help progress my career in the removals trade.”

Deane Paine: “I enjoyed both the theory and practical side of it and feel I have learned something new and improved my skills overall.”

Paul Thorpe: “A thorough but simplistic training session that covered many aspects of packing theories.”

Feedback includes:

Feedback includes:

David Gilkes RemovalsBARTS also delivered the 1-day course at the premises of David Gilkes Removals. As the company is now moving into the export wrapping for shipping, Peter Walters covered the theory side of wrapping and packing, and then showed them some new ways of wrapping. “We worked together on wrapping in a constructive manner, checking at all times that the team could wrap and pack to a satisfactory standard which should keep on improving with experience,” Peter said.


BAR NewsTraining News

Feedback includes:

The Remover’s ApprenticesBAR and its partner West Herts College plan to accelerate industry take-up of the award-winning Commercial Moving Apprenticeship this year.

As BAR Members will already know, last year BAR Training Services (BARTS) won the ‘Most Innovative BTEC Apprenticeship Provider of the Year’ award at the 2012 National BTEC Awards in recognition of the delivery of BARTS BTEC’s and the Commercial Moving Apprenticeship.

The Commercial Moving Apprenticeship was designed specifically for the commercial moving industry by BARTS and the BAR Commercial Moving Group and is delivered nationally by BARTS in partnership with West Herts College.

Sambit Sen, Head of Employer Responsiveness at West Herts College, says that although apprentice numbers were still just below target at the end of 2012, a select group of industry leaders have shown their clear appreciation of the value of the apprenticeship and have become enthusiastic advocates for the scheme.

“Since the programme was launched in May last year, we’ve had an intake of learners across the country working for JTS Relocations, Britannia GBS and Harrow Green,” he told R&S. “We have people on the scheme from Manchester, Liverpool and many from London, where Harrow Green has taken on a number of apprentices. The Apprenticeship Scheme is gaining traction.”

Sambit’s goal is for the number of apprentices to more than double to 30 by this summer. “The Apprenticeship is all about succession planning for employers,” he says. “Employers need to attract the next generation of removal personnel into the sector.”

Management in removal companies needs to take a long hard look at just who is coming into the business. Who is there in the pipeline that you can identify who will lead the business in 20 years’ time? Where can you find these people, and how can you train them? These are important questions for the future of the industry.”

Fully funded The Commercial Moving Apprenticeship represents the first time ever that BAR Members have had the opportunity to access government funding for

training. Most Members already recognise that the training provided by BARTS is world-class; by signing up to the Apprenticeship, they can provide a new generation of movers with that training, and at little cost. “BARTS understands training within the removals industry better than any other organisation,” Sambit says. “The training they provide to young movers will help removal companies maintain and grow their businesses in the future, in the short term and for the long term.”

Full funding is available for employees aged 16-18 years old. For apprentices over 19 years old, there is an employer contribution. The costs of employing a young apprentice are minimal; £2.65 is the current minimum wage level for this category of employee. Because an apprentice represents an investment in the future of a removals company, a number of BAR Members pay slightly more than the minimum £90 a week, and some also provide travel expenses. “To attract a good apprentice who will want to commit to the business, I think it’s worth paying that little bit more,” according to Sambit.

The main role of West Herts College in the Apprenticeship is to find high quality apprentices across the country. West Herts helps removals companies advertise on the National Apprenticeship website and then carries out the initial telephone interviews with the first wave of candidates. The College forwards all the best candidates to the employers.

“Our aim is to help the employers at every step of

the recruitment stage,” Sambit explains. “All a BAR Member company has to do is to fill out a vacancy form. We will then advertise for you, keep track of all the applications and manage the recruitment process. There is very little red tape, as we take care of most of the recruitment process ourselves.” Once a company has taken on an apprentice, it is largely down to BARTS to manage the process, guide managers and their Apprentices through their learning and development and assess training and performance that will turn these rough diamonds into fully professional removal men and women.

“BAR is the training partner and we are the funding partner,” Sambit says. “As West Herts College is also based in Watford, we are very excited to have a sustainable local partnership that is going to thrive in the long term. This is a nationwide provision with no requirement for students to attend the Watford college campus, so we want to see BAR Members get involved and increase their support for apprentices this year.”Any BAR Member interested in taking on an apprentice should first of all contact Loren Webster at BARTS.

ContactBAR Training ServicesCall 01923 699484 or email [email protected]

Are you the next Commercial Mover of the Year 2013?

Apply now! Closing date for entries is 31 January 2013

For more information, see www.bar.co.uk.cmoty2013/aspx

WINNER

COMMERCIALMOVER OFTHE YEAR

2013


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With the Government telling the business world to brace itself for difficult times ahead, it is gratifying to hear about removals companies who are successfully moving forward and developing their businesses.

Founded in 1965 by Richard Healey Snr., and initially trading with just a single van on the Glasgow to London route, this family business has seen its fortunes steadily improve over the last five decades.

Now run by Richard’s children, Richard Healey Jnr. and Georgina Berry, and Operations Manager Barry Howitt, the business serves commercial and domestic customers nationwide and globally.

From solely providing a removals service, the company has expanded its range to include shipping, a wide range of storage solutions and other value-added services to ensure that they are a

one-stop facility for all removal, shipping and storage requirements.

And while RHR continues to serve the domestic market in a wide variety of ways, it has grown its commercial operations considerably over the last few years. The company now delivers solutions to a wide range of private companies as well as to many public sector clients.

Expanding the workforceWinning longer-term public contracts has meant further job security for staff, and RHR expects to grow staff numbers by a further 25% over the next three years, contributing even more to the economies of Ayrshire and of Scotland itself.

“By diversifying and opening new business avenues, the company has been able to expand and we are encouraged by the results,” Richard Healey

Jnr. says. “Our employees’ strong commitment to high standards and customer satisfaction has also helped to ensure that we continue to be at the forefront of our industry. We look forward to employing more job candidates who will embrace our company’s mission and work ethics.”

RHR prides itself on providing the highest standards of service along with a personable, knowledgeable and flexible approach tomeeting all their clients’ expectations at the best possible prices. To ensure this is always the case, the company regularly holds rigorous in-house and external training for all staff. The commitment to delivering quality service is further exemplified by RHR’s accomplishment of stringent industry certifications, including BS EN 12522, BS 8522 and BS EN 14873.

In 2012, as part of their continued training development programme, all porters completed a level 2 Warehousing NVQ, and all managers completed a level 3 Logistics Operation Management NVQ, along with completion of export wrapping, fragile packing and additional manual handling training.

Awards and recognitionThe company’s culture of continuous business improvement was acknowledged by the industry when RHR was awarded Scotland’s Top Training Truck Operator 2012 by Transport News, receiving the award from HRH Princess Anne. This recognition was preceded by a Certificate of Merit in the final rounds of the BAR Domestic Remover of the Year in 2012. There is no danger of the company sitting on its laurels. Georgina Berry says that “for

Richard Healey Removals Limited (RHR), an Ayrshire-based removal and storage business, is bucking the recession, growing its operations and expanding its workforce as demand for the company’s services continues to grow.

Family business bucking the recession trend


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as long as the business continues to grow we will look to continue to invest in our staff training development programmes. We would also hope to put at least two new employees through the Commercial Moving Apprenticeship programme run by BAR Training Services.”

In addition to this investment in staff training and accreditations, there has also been considerable investment in purchasing and upgrading vehicles.

The company upgrades its fleet regularly, and the latest vehicle to join the RHR fleet is a newly designed DAF CF65 which aims to maximize payload and fuel efficiency by minimising aerodynamic resistance through shaping bodywork and lightweight construction.

The vehicle was specially designed by RHR in partnership with Tekbo Ltd. and supports RHR’s stand on environmental issues by reducing the carbon footprint of the fleet. All levels of the company are very aware of the need to preserve the environment, and RHR has implemented a recycling culture across the business.

As a great supporter of the industry and its future development, RHR is an active member of BAR and Georgina has held the position of Scottish Area Secretary for the last three years. RHR is committed to playing a major part in the development of the removals and storage industry and supporting any improvements and growth within the sector by working with BAR and member businesses.

All told, RHR is fast becoming an industry leader in

this extremely competitive sector. The future looks bright and it is encouraging to see this family business thriving, with ambitions to grow and continue the heritage started by their father over 40 years ago.

Driven by recent successes, Richard Healey Removals fully intends to continue to increase its market share by ensuring that customers always get nothing but the very best of their services and products. For as long as the business

continues to grow we will look to continue to invest in our staff training development programmes. We would also hope to put at least two new employees through the Commercial Moving Apprenticeship programme run by BAR Training ServicesGeorgina Berry, Richard Healey Removals

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‘‘Contact:For more information,Email: [email protected] Visit: www.richardhealeyremovals.co.ukor Call: 01505 502220


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The R&S Interview: The key questions to ask about automatic enrolment

As of October 2012, employers have new duties when it comes to providing pensions to their workers. The changes are being gradually rolled out to all firms between now and 2018.

Automatic enrolment means all employers will be obliged to put in place a qualifying pension scheme that they offer to their workers and make at least a minimum contribution on their behalf. NEST has been established by law to offer a good value pension scheme which helps make it easier for employers to meet their duties.

R&S: Which companies are affected and when?Graham Vidler: When you will have to enrol your workers into a workplace pension scheme depends on the size of your organisation. This is called your ‘staging date’.

Very large employers, those with tens of thousands of employees, have been affected first, as from late 2012 and early 2013. Smaller employers will follow after this, in stages between 2013 and 2017.

The Pensions Regulator will write to you to confirm your staging date 12 months in advance. It’s worth remembering that it can take at least this long to have all the processes and steps in place. It can be a good idea to check ahead of receiving your letter from the Regulator and to start to plan. Staging dates are dependent on the size of your PAYE payroll and the Pensions Regulator’s website has

details about when you will be affected.Whether you plan to use an existing scheme or

bring in a new one for workers, you’ll also need to think about how to implement the changes. This includes everything from organising data and systems, to telling workers what’s happening. NEST can provide guides on how to put steps in place to fulfil your duties and what’s required of you to do so.

R&S: Who is eligible for automatic enrolment?GV: You must enrol workers if they are not already in a qualifying pension scheme at work, are aged at least 22 but under State Pension age, earn more than £8,105 in a year and work in the UK. In addition, workers can ask to be enrolled into your scheme and you must pay minimum contributions if they are aged at least 16 but under 75 and earn more than £5,564 in a year. You must also enrol any workers aged at least 16 but under 75 who earn less than £5,564 who ask to join the scheme, although you don’t need to pay contributions for them.

R&S: How much do employers have to contribute? GV: As part of the total contribution into your workplace pension scheme, the Government has set minimum standards that employers must meet.

For most employers, this means paying minimum contributions, which including a worker’s own contributions and tax relief from the government, will start at 2% and increase to 8% over the next few years. Of this, the minimum contribution you will have to make starts at 1%, increasing to 3%. These minimum percentages do not apply to all of a worker’s salary. They apply to ‘qualifying’ earnings over a minimum amount (currently £5,564) up to a maximum limit (currently £42,475). These figures apply to the 2012/13 tax year, and will be reviewed every year by the Government.

R&S: How should BAR Members choose the right pension scheme?GV: You might want to consider the following: • Howwillanewschemeworkalongsideany existing arrangement?• Istheschemesuitableforthoseworkerswho haven’t saved in a pension scheme before?• Howdoesitinvesttheirmoney?Doesituseclear language when communicating with you and your workers?• Howwouldanynewschemedealwithlarge numbers of joiners and leavers? • Howeasyisthenewschemetoadminister?• Youshouldalsoaskaboutthescheme’scharges,

how it will invest money on behalf of members and what happens when your workers leave you and the scheme – both in terms of administration and what happens to a member’s money.

Major change is underway in how you provide pensions to your staff. R&S asks Graham Vidler (pictured), Director of Communications and Engagement with NEST, the National Employment Savings Trust, what owners of removals and storage companies need to know.


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Contact:For more information about automatic enrolment and how NEST could help you meet your new duties for workplace pensions, Visit: www.NESTpensions.org.uk

NEST has been set up by legislation especially for automatic enrolment and is run on a not-for-profit basis in the interests of its members. It offers:• 24/7onlineaccesstomembers’retirementpots• Clearcommunications,inplainlanguage• Aninvestmentapproachbasedondetailed research which carefully manages a

member’s risk over your time with NEST • Lowcharges–equivalentto0.5%annual

management charge - which is important as low charges help members get the most from their retirement saving

• OneretirementpotthatstayswithNESTmembers whether they leave your employment or stop working.

R&S: What do employers need to tell their staff? GV: Your staff will need to be told about the changes in writing, either by paper or email. The information must include details of the pension scheme you use and the contributions for your workers, as well as where your workers can go for more information. NEST can provide template communication material for employers that work with us, to help their workers get to know how and when the new pension rules will affect them. NEST also offers UK-based call centres for employers that sign up with NEST and its members, which will be able to answer all the questions you and your workers may have.

R&S: How do BAR Members handle opt-outs? Can they ask their workers not to join?GV: It is within a worker’s right to opt out of saving in a pension. However, it is illegal to force or to try to force a worker to opt out by any means. Employers can be fined by the Regulator for doing so. This means, for example, that an employer can’t offer a pay rise for opting out, or threaten a pay cut for staying in the scheme. We hope and expect that the vast majority of workers who are enrolled into a workplace pension scheme will want to stay in and benefit from employer contributions, but workers have the right to opt out within one month of being automatically enrolled if they don’t think pension saving is appropriate for them. If a member opts out within the one-month period, the employer must pay back any contributions taken from the worker’s pay and any contributions the employer has made will be refunded to the employer by the pension scheme.

After the one-month opt-out period is over, members can’t opt out and get a refund, but they can stop contributing if they want. If they do this any contributions already paid, including those from their employer, will remain invested in the pension scheme. NEST helps employers manage opt-outs by allowing members to opt out electronically, through our website or by telephone.

Our newly enrolled members will receive a letter and welcome pack when they join NEST.

This will give them more information on the opt-out process and answers to some frequently asked questions. We’ll also notify employers automatically if a newly enrolled member has opted out.


Services for full details at [email protected] or 01923 699 484

Removals EssentialsBrand new course – Removals Essentials to be priced £985.00 + VAT, this course will be delivered onsite as practical skills training where we will demonstrate the correct methods for manual handling, vehicle loading, wrapping and packing with delegates taking part in all practical excersises, there will be no classroom element.

Course content:- Manual Handling, Health & Safety, Vehicle Loading, Packing (fragile and non fragile), Wrapping, Tail Lifts, Risk Assessment.

Course can be delivered onsite for your convenience, Please contact BAR Training

This is a practical course, with no classroom element

BRANDNEW

for 2013!

Price is not the only way to win business In the second part of our series on how consumers make their decisions about which removals company to use,

Rob Wilson, Head of Consumer Services at Rightmove, delves into data from Rightmove’s recent survey of 376 active

movers and their attitudes towards removal companies.

“The second part of our survey produced some useful insights into where consumers prioritise value and what they consider important for a removal firm,” Rob explains. “The overriding message is that given the choice, consumers prioritise firms that behave professionally, deliver faster responses, and command strong reputations supported by recommendations, longevity and trade body membership. Price is not the only way to win.”

Remover wish listRightmove asked people who were moving: ‘What are the top 5 most important things you would look for in a Removal company?’

Professionalism of staff

Friendliness of staff

Good instincts about the firm

Quality of vehicles

Trade body membership

A small / independent firm

Closeness of depot to my property

Quality of presentation materials

Insurance for my possessions

Good reviews from previous customers

Long trading history

Storage facilities

Something else

Speedy response to enquiries

74.7%

60.4%

59.6%

55.1%

44.7%

34.6%

26.1%

23.7%

23.7%

18.6%

13.6%

11.7%

10.4%

6.1%

Most important things looked for

The clear winner was professionalism of staff showing the critical importance of a great first impression from the people that represent your business.

That over half of consumers cited speedy response to enquiries shows just how much weight modern, internet savvy consumers attribute to turnaround times on enquiries. Rob says “In Rightmove’s consumer satisfaction follow up calls, we frequently hear people say things like ‘I didn’t even bother returning the calls of anyone who didn’t get in touch within 24 hours as they obviously don’t care enough about my business’ – response times are therefore critical as, if your processes are too slow, you’ll probably find yourself written off and bad-mouthed to all the consumers friends and social circle into the bargain without even getting the chance to present your business.”

Within the ‘something else’ category just over 7% cited value/price/cost, putting that second from last – reassuringly showing that people are prepared to pay for more subjective parts of a service.

How consumers tell removers apartWe wanted to know what factors consumers use to choose between similarly priced, available firms so we asked: ‘If you had to choose between two Removers who were available for your move date and had both quoted a similar price, how would you make your decision?’ and got them to rank the top 5 most important factors.

Once more, the power of establishing good relationships and impressions plays a big part, with ‘professionalism of staff ’ getting the most overall nominations and ‘friendliness of staff ’ also in the top 5. Again, we see just how harshly consumers judge businesses, with speedy response times coming in at position 4. Insurance for possessions was certainly a hot button so worth building in strongly to your proposition and marketing or even offering improved cover incorporated in your fees.

Good reviews received the highest number of first place votes, showing how important collating and publishing testimonials should be. At the other end of the table, quality of presentation materials didn’t seem important, although it’s a reasonable bet that if the materials were poor it would have a disproportionately negative effect. Closeness of depot is a surprise given it was the most popular reason consumers chose a mover in part 1 of this series which prompts the question: maybe it’s more about a perception of being local?

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The vast majority of respondents said they only wanted 3 or 4 quotes

Guess the priceTo get a feel for consumer expectations, we asked participants to guess how much a professional move would be for a range of typical jobs. Here’s what they guessed:

The figures on averages are reasonably in the ballpark, but what is striking is the range of guesses. For those who said they had not used a professional remover before, their answers were roughly 14% lower than those who said they had, indicating pretty good estimations.

If you would like a copy of the results and a breakdown of all the Rightmove data, including full responses from consumers, please get in touch with Tom Goy on 01908 712 115.

Confidence factorsWe asked respondents, ‘If you hadn’t heard of a particular company before, what are the top 3 things that would give you confidence they would provide a good service?’

4% wanted more than 5 quotes

Only

The remainder said they would be happy with just one ‘if they liked the company’

Recommendations, longevity and a reputable trade body were clear winners here so should certainly form key messages in any ‘why choose us’ marketing you undertake.

Finally, as an insight into how consumers perceive the work removers do, we asked ‘If you ran a Removal company, what would you do to stand out from the competition?’ About 230 responses were given here with common themes around image and presentation (“Ensure that every part of the organisation is well presented. Image is everything to gain trust.”), and speedy responses (“Make sure to respond as fast as possible. Customer service is priority in my work and I don’t think enough companies pay sufficient attention.”) Interesting added extras were also suggested: “Offer a small freezer facility in removal van to help with removal of frozen food” or “Include services such as un-plumbing and re-plumbing the washing machine”. The overriding theme throughout was a sense of professionalism and competence.

Recommendation(s) from previous customers

262Membership of a reputable trade body

221Length of trading history

193

Professional looking promotional material

35

Professional looking website

81

Smart vehicles and personnel

114

Size of property Commonest Average Highest Bulk of Guesses

Range

1 Bedroom £500 £529 £2,050 £200 to £1,000

2 Bedroom £500 £723 £4,000 £300 to £1,500

3/4 Bedroom £1,000 £1,008 £5,000 £400 to £2,000

5 Bedroom £1,000 £1,338 £6,000 £500 to £3,500


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DriversDrivers receive a payment for each night spent away from their home base. This is a general subsistence payment which includes an overnight accommodation element.

PortersRemoval vans commonly carry a two-man crew, a driver and a porter. The porter may receive tax-free subsistence payments on the same basis as the driver.

AccommodationThe payment reimburses the long distance lorry driver for the expense of paying for overnight accommodation; or the cost of expenses incurred if they use a sleeper cab. When using overnight accommodation, HMRC agreed with the Road Haulage Association a rate of £33.85 per night for overnight subsistence. This rate was valid until 31 December 2012 and the new 2013 rate is not yet available as R&S goes to press. The benefit of paying these rates for drivers and porters is that there is no personal tax or NICs due on the payment.

Sleeper CabsWhere drivers have a sleeper cab and prefer to sleep in their vehicle instead of alternative accommodation when away from home, they can still receive a general overnight subsistence payment. This payment is intended to cover the cost of an evening meal and breakfast, washing facilities and the upkeep of bedding in the cab.

It is accepted by HMRC that 75% of the nationally agreed overnight subsistence payment made to lorry drivers using sleeper cabs represents reasonable reimbursement and can also be disregarded for both tax and NICs.

On the basis that a high proportion of drivers have sleeper cabs the full rate of overnight subsistence allowance should not be paid without documentary evidence to show that an accommodation expense has been incurred.

CriteriaThe subsistence allowance may be paid by an employer to a long distance driver and need not be taxed if both of the following conditions are met:

• Thereisdocumentaryevidenceavailabletoshowthat the employee had spent the night away from home and away from his or her permanent workplace as a necessary result of a business journey and had incurred expenses in so doing.

• Theamountspaidarenomorethanareasonablereimbursement to cover the cost of accommodation and subsistence incurred as a result of the business journey.

Evidence The following documentary evidence might be needed to support subsistence allowance payments:

• drivers’logsheets• drivers’expensesclaims• receiptsobtainedonpaymentforlodging(for

example, hotel bills)• parkingreceiptsanditineraryrecordskeptbythe

employer in the pay records, or separately, as evidence of nights away from home and permanent workplace.

Excess PaymentsAn employer wishing to make subsistence payments in excess of the approved amount without deducting tax may do so, provided that:

• thepaymentsareintendedmerelytoreimburseany additional expenditure incurred and are made against formal claims from the employee concerned, or

• thedetailedarrangementsunderwhichsuchpayments are made have received the formal approval in writing from the employers’ tax office. Subsistence payments not covered by these provisions should be subjected to Tax and NIC.

EmployersExpenses paid to drivers and porters for subsistence qualify for tax relief subject to the criteria above and the general rules on allowable expenditure.

Where expenses are paid over and above the specified rate, if supported by a VAT invoice the employer may also reclaim the VAT element.

Overnight allowances for drivers and porters Long distance lorry drivers, removal drivers and their porters qualify for a certain amount of tax free subsistence. This allowance could, for example, cover the cost of the evening meal, breakfast and if applicable, the cost of overnight accommodation. Christina Nawrocki of Wellers Accountants sets out the facts to ensure both you and your drivers are benefitting from all the entitlements available.

It is accepted by HMRC that 75% of the nationally agreed overnight subsistence payment made to lorry drivers using sleeper cabs represents reasonable reimbursement and can also be disregarded for both tax and NICs.

‘‘

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Wellers Accountants provide a comprehensive range of accountancy services whilst retaining a partner-led approach. Partners work integrally with each customer to achieve their business objectives. Customers benefit from tangible savings and sustainable business growth, branded by Wellers as ‘Business Oxygen’.

For more information, visit www.wellersaccountants.co.uk


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Inside the RBA: Paul Bullock

As a member of the RBA Committee, Paul is one of the people responsible for analysing how funds are being allocated and also discussing reasons for any cases in which funds have been refused. Being on the Committee has given him a much greater understanding of how the RBA works and the difference that it can make.

“In some cases the RBA makes an incredible difference,” Paul tells R&S. “One case that stands out in my mind, above all others, is the RBA providing funds to help a wife bury her husband. Simple as that.”

As a regular and committed participant at BAR Area Meetings across the South East, Paul says he has become aware that, all too often, area funds are donated to worthy local charities while the RBA is overlooked, even though it is the removal industry’s very own charity. With the full support of BAR Affiliate PHS Teacrate, Paul accepted an invitation by former BAR President and Chairman of the RBA Trustees, Derek Payne, to join the RBA to help change this situation and raise awareness of the work of the RBA.

“As a member of the Committee, I want to ensure that the RBA is at least considered and that the BAR Areas are aware of what the RBA does to help those in need,” Paul explains. “I want to emphasise that the RBA is for BAR Members and benefits the staff of BAR Members; any funds they provide is for that purpose alone, it isn’t spent in any other way.”

As with most charitable organisations, the main challenge for the RBA currently is to maintain and increase funds available. The RBA’s constitution prevents the association from using the capital the RBA has accumulated over the years. Only the interest earned on capital and the monies donated can be awarded to deserving cases.

“Obviously it has become even more difficult in the current financial situation where we have low interest rates to gather those funds,” Paul says. “We want to be able to award more money to deserving

cases. Sadly we often feel we haven’t been able to do enough. I would ask all member companies of the BAR to support the work of the RBA, which does such a tremendous job for current and former employees in the industry.”

Paul Bullock (pictured), Key Account Manager at PHS Teacrate, talks to R&S about the work of the Removers Benevolent Association (RBA) and his fundraising activities on the RBA Committee.


To book Call: 01923 699484 or email: [email protected]

Commercial EstimatingA specially designed course for the commercial estimator, expanding the knowledge of Estimating in general. The course focuses on calculating volume, methods for Estimating in the Commercial environment, what to look out for and questions to ask the customer. This course will make estimating large office moves less daunting for the less experienced estimator and includes a practical exercise, where delegates will experience estimating in a ‘real time’ situation.

• Why is volume important • How do we calculate volume • Things to be aware of when estimating furniture • Estimating the amount of packing crates, questions to be asked, method of a site viewing • What should be included in a commercial quotation, practical exercise.

Just £199 + VAT per person

BRANDNEW

for 2013!

Course Dates 201323 JanuaryCourse to be held at BAR Headquarters, Watford between 10:00am and 16:00pm


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Marshall & Macintosh was founded in 2008 and has expanded rapidly since then. Like many start-up removals companies, the company started out with one small van and worked out of the front room.

Five years later, the company’s fleet has grown to include two 18 tonners, one 10 tonner, three 7.5 tonners and two small panel vans, meaning that almost no moving job is too large or too small for Marshall & Macintosh.

The balance of work has also shifted since Marshall & Macintosh was established. “When we began our work was all domestic moves, but in the years since then our commercial work has grown very quickly,” says partner Nick Dunlop. “Our work is now divided 50/50 between commercial and domestic.”

At the same time as expanding its fleet, Marshall & Macintosh has also rapidly built up its workforce. The company’s investment in well trained and experienced staff has enabled it to provide consistently excellent service to all of its customers, and has been one of the main factors in its rapid growth.

Strong industry expertiseBased near Woking, Surrey, Marshall & Macintosh provides services to all regions of the United Kingdom. Many of its commercial and residential clients use the company to move either to or away from local towns such as Guildford, Woking, Staines and Kingston. In its local catchment area, the company has earned an enviable reputation over the last five years.

Nick is not a newcomer to the removals business. Before starting up the business with his wife and son as partners in Marshall & Macintosh, he worked for another removals firm for over 10 years and built up valuable experience of all the elements of moving.

The Dunlop family has also been involved in the removals business for several generations. Although Marshall & Macintosh is a relatively new company, it is one whose traditions, culture and professionalism represent all that is best about BAR Members. “We are proud to be a multi-generation company providing very high standards of service in the removals and storage sector,” Nick says.

“Our family-run firm has built up a reputation for expertise and knowledge with satisfied customers located all over the UK.

As over 70% of our business comes from recommendation and repeat business we can promise that we offer a great service and offer real value. We aim to provide a personal, reliable service with great attention to detail, and we pride ourselves in exceeding our customer’s expectations.

I hope that becoming a BAR Member will provide us with new networking opportunities, as well as showing our customers that we are a company that is dedicated to doing things to a high standard.”

Bringing a fresh approach to family tradition New BAR Member Marshall & Macintosh is a family-run company that in less than five years has become one of Surrey’s best known and most respected removals brands.

We are proud to be a multi-generation company providing very high standards of service in the removals and storage sector.Nick Dunlop, Partner Marshall & Macintosh

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Some of the team at Marshall & Macintosh: Steve, George, Martin, Nick and Robert.

For more information, Visit: www.marshallandmacintosh.co.uk or call 01483 725 251


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Industry News


People News

Promotion for Teacrate Tara In line with PHS Teacrate’s policy of developing and promoting talent from within, the company has recently promoted Tara Dawson to Telesales Manager. Tara has been part of Teacrate’s Telesales team since joining the company in 2007. Known fondly as ‘Teacrate Tara’, she has built strong relationships with a wide range of customers. Patrick Sheehy, National Sales Manager, and Tara’s Line Manager comments: “Tara is an invaluable member of the team. Her can-do attitude and friendly approach make her very effective in her role.” Tara is now managing a team of sales executives at Teacrate’s head office, Scrubs Lane, as well as continuing to provide support to her existing client base.

Happy Retirement Chris!

Campbell McGimpsey, Director of McGimpsey Brothers (Removals) Limited thanked Chris for the great business relationship the two companies had built up over the past number of years and also for his on-going detailed insurance reports and analysis which had been a substantial benefit to the company. The company presented Chris with a

Connemara whiskey set which Campbell hopes Chris will “enjoy in the coming months while sitting back and relaxing, with his feet up, and thinking of all his friends and colleagues who are currently still working 60 hour weeks and fighting through the on-going worldwide recession. Lucky you Chris – enjoy your retirement!”

McGimpseys had a ‘final’ visit from Chris Fry from Basil Fry & Co Insurance Company, on the eve of his retirement at the end of last year.

Campbell McGimpsey (right) thanking Chris Fry before he retired from Basil Fry & Co.

Are you the next Commercial Mover of the Year 2013?

Apply now! Closing date for entries is 31 January 2013

For more information, see www.bar.co.uk.cmoty2013/aspx

WINNER

COMMERCIALMOVER OFTHE YEAR

2013

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BAR News


Diary Dates

BOARD, COUNCIL AND

COMMITTEE MEETINGS 2013

Board of Directors

April 10 & 11 2013

National Council

February 5 2013

Overseas Group Council

February 6 2013

CMG Council

February 7 2013

BAR AREA MEETINGS 2013

East Anglia Area

Contact: Andrew Pearson

01362 853777

[email protected]

East Met Area

Contact: Paul Freeman

0800 413335

[email protected]

East Midlands Area

Contact: Andy Wade

01476 579210

[email protected]

January 23 2013

Kent Area

Contact: Tom Bourne

01797 228000

[email protected]

New Met Area

Contact: Julie Thompson

01932 410100

[email protected]

March 12 2013 - AGM

Novotel Hotel, Heathrow

Do you have any Diary Dates?E-mail them to: [email protected]

Diary Dates

To view diary dates/events, please log into ‘MyBAR’ and click on the Calendar/Events and BAR Calendar tabs where you can view full details including time, date, location and agendas (when available).

To view area minutes, please log into ‘MyBAR’ and click on the BAR Areas tab and then one of the 15 areas listed. Minutes from past 2012 area meetings can be viewed and downloaded (where available).

Northern Area

Contact: Alan Hoggin

0191 5491194

[email protected]

North West Area

Contact: Annette Harris

0161 6534455

[email protected]

January 17 2013

Northern Ireland Area

Contact: Dominic Murray

02890 748588

Dominicmurray@coastways

-storage.com

Scotland Area

Contact: Georgina Berry

0151 502220

[email protected]

January 15 2013

Southern Area

Contact: Peter Doman

01372 385985

[email protected]

March 6 2013

South Western Area

Contact: Sue Christophers

01637 872529

[email protected]

January 22 2013

Sussex Area

Contact: Miranda Hyder

01342 870087

[email protected]

Western Area

Contact: Ria Russell

01278 447099

[email protected]

January 29 2013 - AGM

Brent House, East Brent Highbridge

West Midlands Area

Contact: Sarah Pargeter

01384 377786

[email protected]

Yorkshire Area

Contact: Graham Puddephatt

0845 6021775

GrahamPuddephatt@reason-

insurance.com

January 17 2013 - AGM

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BAR News


Memberships

Registered:The following Members have registered:

Additional Trading Name

Marshalls Removals & Storage an ATN of M. J. Christophers & SonMemb No: C001Quarry Park RoadNewquayCornwallTR7 2NPTel: 01637 872 529Web: www.marshalls-removals.co.uk

International Associate

Service De Déménagement International LTEEMemb No: S328M3 MotorwayIndustrial ZoneRiche TerrePort-LouisMauritiusTel: +230 247 2400Web: www.demenagement.mu

Applications:BAR has received the following application for:

National & European Group

Premier MoversUnit 10 Walkers Industrial EstateTuxfordNottsNG22 0PQWeb: www.premiermovers.co.uk

Amendment:

National Affilliate

ECB Group has been reinstatedMemb No: E027

BAR Memberships January 2013

Any Member wishing to make any comment regarding an application should do so in writing to BAR Head Office within 21 days of receipt of this notification. Details of membership applications in process may also be found on the BAR website: www.bar.co.uk



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Ireland Channel Islands

France For Sale

Scotland/Europe Isle of Man

Scotland and Islands

SHETLAND ISLESIAN F REID

Removals & StorageUnits 5&6, Lower Blackhill Ind. Estate, Lerwick, ZE1 ODG

Regular nationwide serviceTel: 01595 696268 • Fax: 01595 693515

Email: [email protected]

EASYMOVES

YOUR MOVE IN SAFE HANDS

Weekly Service between Ireland and UK & UK and Ireland Part Load Specilaists with Competitive rates and fastest times available

Tel:00353 9066 23457 or Freephone UK on 0800 3284984 or Ireland on 1850 35 75 75 Email:[email protected] No:E309

This space is available from just

£67 a month

When booked as a mono unit for a series of 12 issues.

62

Trade Services


Germany Germany and Austria

Switzerland

Italy For Sale

This space is available from just £33 a month



£67 a month



Trade Services

Cyprus and Malta

Greece

GREECEby Road

&ITALYENROUTE

• 7day transit time

• Twice-monthly departures

• BritishCrews & ProfessionalService

• Highlyrecommended in Greece

00441733311561 | [email protected]

www.nomad-international.com

Spain Europe

UK Office: 01843 585055, [email protected] Office: 0034 971 693566, [email protected] website: www.william-worldwide-webb.com

Weekly Scheduled Service, Containerised Storage DepotsHolder of Spanish Transport Licence

for our Tranship vehiclesUnrivaled Infrastructure in Mallorca, Menorca & Ibiza Excellent Rates, Payment in Euros or GBP accepted

Purely The Balearics, No Bull!

WEEKLY

REGULAR

MALLORCAMENORCAMAINLAND

SPAINFRANCE

IBIZAPORTUGAL

CYPRUSNORWAY

Memb No: W001

TEL: 01202 576514FAX: 01202 574011

[email protected] www.whitesmovingandstorage.com


£67 a month


France - Spain - Portugal - ItalyWeekly Service for the Trade. Call now for best rates

Depots in Preston, Chester, Alicante, Malaga

PRESTON 01772 651570Email: [email protected] Web: www.moversint.co.uk


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Trade Services


United Arab Emirates

SingaporeChina Caribbean

Israel Qatar

Europe

Europe and Scandinavia

Scandinavia


Trade Services

LOCAL MOVING • WORLDWIDE SHIPPINGWEEKLY EUROPEAN SERVICE

Recommended by the worlds finest piano manufacturers,auctioneers, music colleges & academies.

A family run business, Est. in 1968.

THE PIANOSPECIALISTS

Mem. No G005

100 BOLLO LANE, CHISWICK, LONDON W4 5LXTel: +44 (0) 20 8994 9733 Fax: +44 (0) 20 8995 0855Email: [email protected] www.gandrremovals.co.uk

G&R Advert 60x60mm:Layout 1 20/10/08 16

NO NEED TO GO ANYWHERE ELSE FOR YOUR TRAININGOPERATIVE TRAINING THAT COMES TO YOUR FRONT DOORPACKING • MANUAL HANDLING • EXPORT WRAPPINGVEHICLE LOADING • CONTAINER LOADING

REMOVAL SPECIFIC HEALTH & SAFETY TRAINING ON SITEHEALTH & SAFETY POLICIES • HEALTH & SAFETY ASSESSMENT • ACCIDENT CONTROL • FIRST AIDRISK ASSESSMENT • HSE COMPLIANCE

Call BARTS on 01923 699484 or email [email protected]

Piano SpecialistsTraining

Space to HireSpecialist Services

Trailer Hire For SaleWarehouse Containers

Worldwide

Worldwide

We offer Trade storage at competitive rates. Undercover Loading & Unloading Flexible hours

£6.00 p/w no handling charge

www.trekremovals.com [email protected]: 0800 1389242 or 01708 552981

Trade Storage


£33 a monthWhen booked as a mono unit

for a series of 12 issues.

66

Classifieds

Removals & Storage January 2013 Removals & Storage January 2013

Are You Looking To Sell?

We are looking to buy good quality household moving and storage companies in London and the

home counties.Please call 07933 123 123 in full confidence for a quick decision.

Vehicle for Sale

Mercedes 7.5T furniture box van. Sleeper cab. 04 reg.

MOT Aug. Regular service. £5k ono

Contact: 01224 213336 or 07774 119979

OpportunitiesFor Sale

For Sale


Library Packing and RemovalsBrand new course designed, based on member feedback aimed at training operative foremen, packers and estimators in the methodologies for packing and removing libraries and extensive filing systems.

Course content:- Library Classifications, Sequential order, Labelling and packing the crate, Methods for packing a library, Using existing shelving, Mobile shelving, Crew organisation, Special collections and Integrating collections. Just £985 + VAT

BRANDNEW

for 2013!

Course DetailsCourses will be on site

at your premises.

Call BARTS to book

your date.

Services for full details at [email protected] or 01923 699 484Course can be delivered onsite for your convenience, please contact BAR Training

Furniture Removals & StorageBusiness for Sale in Brisbane, Australia The Brisbane based business provides full scope regional, national and international household moving and storage. Having been in existence for more than 20 years, the business has an impressive history of controlled generic growth and market positioning.

• Member of a worldwide association

• Federation Member of a national organization

• AQIS accredited

• Customs / Quarantine 17B Bond store

• Registered Carrier status with Brisbane ports and airports

• Customs License

• Well developed subcontractor and service supplier network

Expressions of interest and inquiries should be directed to

Andrew Gibbs at +61 7 3512 6922 or at [email protected] of interest and inquiries should be directed toAndrew Gibbs at +61 7 3512 6922 or at [email protected]


BAR News

Advertising Deadlines

Classifieds

Sell it, Fill it, R&S it!Your R&S is the perfect ‘vehicle’ to advertise your:

- Business- Vehicles- Vacancies-Andmuchmorebesides!

Call Sandra on 0117 957 5400 for details

Issue Booking Artwork

Deadline Deadline

Feb 18th Jan 23rd Jan

Mar 13th Feb 18th Feb

Apr 18th Mar 22nd Mar

May 15th Apr 19th Apr

Jun 31st May 5th Jun

Jul 19th Jun 24th Jun

Aug 15th Jul 19th Jul

Sep 16th Aug 22nd Aug

Oct 18th Sep 24th Sep

Nov 17th Oct 23rd Oct

Dec 15th Nov 21st Nov

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BAR News


R & S Magazine

Documents

Transcript of R & S Magazine