Agenda item

The Chair introduced Amanda Maxim, Trading Standards Manager, to the meeting who delivered a report regarding the current status of the county council's Safe Trader Scheme in Lancashire.

The Committee were informed that the Safe Trader Scheme was established in 2009 with assistance from Help Direct and had acquired 1,300 members. It was noted that funding for the scheme ceased in March, 2015, and was currently being managed by the county council and Trading Standards. It was explained that the scheme was currently managed by the county council due to synergies with doorstep crime enforcement work.

Members were informed that the scheme enabled consumers to deal with traders they could trust and was available to all Lancashire's residents.

It was noted that five hundred complaints of doorstep crime were received annually, along with a multitude of complaints regarding sub-standard workmanship and overcharging.

Regarding the method for businesses to join the scheme, it was conveyed that traders had to apply and would then be visited by Trading Standards officers who would assess their suitability to join. If successful, businesses would sign up to a code of conduct outlining that consumers were to be treated fairly and charged reasonable prices.

The Committee were informed that the scheme was feedback based and in the event of dispute, officers would mediate and endeavoured to resolve issues.

It was noted that a small number of traders had been removed from the scheme, and a small number hadn't been allowed to join as it was deemed extremely important to maintain the integrity of the scheme itself.

Members received that businesses on the scheme were provided with assistance with legislation, received branded materials, stickers for their vans, and the logo for the scheme could be used. It was noted that in previous years when the scheme was fully resourced, award ceremonies were held and had been popular. However, the current arrangement was that businesses with sufficient positive feedback would receive a certificate that could be displayed for consumers.

It was highlighted that 75% of traders stated that they had received extra business since becoming members of the scheme. It was also noted that consumers had very positive feedback regarding the use of the scheme.

The Chair thanked Amanda Maxim for presenting the information and invited comments from the Committee.

CC Christian Wakeford queried whether businesses were contacted to be part of the Safe Trader Scheme, or contacted the service to be included. Amanda Maxim explained that traders contacted Trading Standards to become part of the scheme and that they would then be placed on a waiting list and assessed in due course. 

CC Christian Wakeford noted that the report stated 'victims of doorstep crime were over twice as likely to die or go into residential care within two years of an incident', and therefore requested more information. Amanda Maxim noted that rogue traders shared information between themselves, and as an example, informed vulnerable people that their roof was unsafe and acquired work using such methods. It was noted that this could severely impact a vulnerable person's confidence resulting in the aforesaid issues. 

CC Christian Wakeford asked whether more could be done to prevent cold calling in areas that had a high population of elderly residents. 

CC Christian Wakeford asked how residents who did not have internet access received information about the scheme. Amanda Maxim explained that leaflets were distributed by age concern and community groups, and members of the scheme would also distribute promotional materials.

The Chair queried if there were electronic copies of promotional materials that county councillors could distribute. Amanda Maxim noted that she would investigate if such material was available following the meeting.

CC David O'Toole queried the lexis used in the report noting that members of the scheme were required to 'carry out work to a reasonable standard' and asked why this did not state to a high standard. It was expressed that the term 'reasonable' was very loose and open to interpretation which could cause issues in the event of a legal challenge. Amanda Maxim explained that the lexical choice adhered to legislation outlining that work was required to be carried out to a reasonable level of skill, however the code of practice would be reviewed.

CC Richard Newman-Thompson elucidated that for the scheme to be sustainable, contributions would be needed from local businesses wishing to be members. Therefore, it was queried how much this could cost, and whether this would be a flat rate or depend on the scale of the businesses involved. Amanda Maxim explained that the scheme would potentially charge for the service to ensure its sustainability. It was noted that some similar schemes cost £350-£400 for membership, however as only the operational costs were needed, it would not be as expensive. It was also explained that it would likely be a flat rate but feedback was required from members of the scheme to determine the approach.

CC Carl Crompton made reference to how vulnerable residents had been escorted to banks to withdraw cash for works carried out by rogue traders, and queried if banks were liaised with to provide advice to identify such incidents occurring. Amanda Maxim explained that a scheme was recently launched in Preston with banks and building societies to train their staff to identify behaviours suggesting rogue activity was occurring. It was explained that the scheme was delivered jointly with the Police and had been rolled out to other areas also. This, it was conveyed, had resulted in some success in which banks had contacted the service to notify of rogue activities.

CC John Shedwick asked if banks were allowed to notify Trading Standards and the Police when such incidents occurred. Amanda Maxim expressed that banks were in a difficult position in terms of confidentiality, but if they had sufficient safeguarding concerns about a certain consumer they would raise the issue. It was emphasised that as this involved the Police, banks felt more confident in flagging such incidents.

CC Vivien Taylor noted that in some rural areas there were very few banks with a low Police presence and asked what work was undertaken to tackle rogue traders in such areas. Amanda Maxim noted that the service had a rapid response team who would travel to any location in the county and deal with any incidents by helping the consumer, offer any advice, and on an ongoing basis, try to ensure the trader didn't return which also had Police support.

CC Vivien Taylor expressed that the rapid response team needed more publicity and requested information to be shared with Members.

The Chair requested that an email be produced outlining information about the rapid response team. Amanda Maxim agreed to provide the information.

Resolved: That;

1. The Committee note the contents of the report.

2. The Committee receive information regarding the rapid response team.