Trading Standards
Service Base Line/Initial Challenge
Description of Current Service – Baseline
Who provides the service?The service is provided by Stockton Council and forms part of the Community Protection Division of the Development and Neighbourhood Services Directorate
History how service was formed and why it exists
The service was formed in 1996 when Stockton became a Unitary authority. There is a statutory responsibility for the authority to provide the service. The service was last restructured in 2002.
How is the service provided
Service Structure
The service employs 9.5 FTE Trading Standards staff (Manager also has responsibility for Licensing), 3 FTE Consumer Advice staff, and shares a team of 5.5 FTE admin staff with the Licensing function (also providing first point of reception for Environmental Health). NB 0.5 FTE post of Enforcement Officer due to cease at August 2010.
Duties are carried out in a number of ways including:
· Consumer Advice Centre in the Central Library
· Business Advice provided free of charge
· Routine Inspections using a risk based system
· Intelligence led enforcement – following complaints and also proactively target rogue traders
· Special enforcement projects targeting particular illegal trade practices
· Consumer education talks to community groups
· Joint Working including ‘No Cold Calling Zones’ and Good Garage Scheme
The service works in partnership to deliver Metrology services to industry, with Middlesbrough as lead authority. This partnership has been the subject of 3 value for money reviews since its inception in 1996
The North East Trading Standards Association (a partnership of the 12 Trading Standards Services in the GONE region) have also been awarded central government funding to run regional services (at no direct cost to SBC) including Consumer Direct, Scambusters team, Illegal Money Lending team and some work on Tobacco Enforcement. The Trading Standards & Licensing Manager sits on the Governance Board for all of these teams.
What influences impact on the service( political social economical, technological)
All of these factors can impact on service provision in some way:-
The political climate can impact on the quantity and type of legislation at both a national and European level.
Social factors such as an aging population, can influence service provision with older adults more likely to be targeted by door step criminals.
The state of the economy obviously influences trading conditions and the current recession may result in more companies cutting corners to reduce costs, thereby failing to meet their statutory obligations. Also, the ‘informal economy’ tends to flourish during a recession and this in turn drives down investment and slows the recovery. All of this adds to the work of the service.
Technological advances also impact on service delivery. For example the increasing use of the internet as a purchase medium affects the number and type of complaints dealt with by the service. Officers need updated skills and knowledge to deal with new technology, whilst for the criminal it can provide new opportunities to break the law. This can be seen in the technological advances made by the product counterfeiter.
How does the service perform
CIPFA Benchmarking
Each year as part of our service planning process a desk top benchmarking exercise of the data submitted as part of the Chartered Institute of Public Finance and Accountancy (CIPFA) return is carried out. This return includes trading standards data on expenditure, staffing, levels of enforcement work, prosecution and formal cautions. Data for 2005 – 2007 is shown in the following charts.
The Nearest Neighbour Model on the Institute of Public Finance’s website has been used to identify similar unitary authorities in respect of population density and profile, staffing levels and net cost. From our 15 nearest neighbours, the nearest 3 plus Redcar & Cleveland and Darlington were chosen. Comparison with the unitary authority average (UAA) has also been made.
It can be demonstrated that the service provides above average performance at below average cost.
National Performance Statistics
Local Statistics
Performance Indicators for this service are contained in the Community Safety Plan, the New National Indicator Set, Community Protection Service Delivery Plan, and the Trading Standards and Licensing Delivery Plan. These are all monitored on a quarterly basis.
Sickness levels at Q3 of 2008-09 are 3.6 days per FTE against a Council average of 7.77 days.
Trading Standards feed into two National Indicators:
NI 182 – Satisfaction with the Regulation Services (this is joint and covers all the regulation services) For 2008-09 this was 70%
NI 183 – Impact of local authority trading standards services on the fair trading environment
For 2008-09 this was 2.46%
All Service Improvement Plan targets for 2008-09 were achieved.
Strong performances included:
· Increase Test Purchase Attempts year on year
From a baseline of 59 in 2006-07, during 2008-09, 110 test purchases were completed, and 11 positive sales were made.
Up until 2007-08, Trading Standards Service reported into one BVPI:
· ‘BVPI 166b – Score against a checklist for best practice for : Trading Standards’
Performance for this indicator was 100% placing the service in the All England top quartile.
What does inspection tell us about this service
Subject to Peer Review process in 2006/07, leading to Action Plan, now implemented. The final report commented, “Overall, the peer review team would like to congratulate the Service for the way in which it has carried out the self assessment process, and we are as confident as they are that it will result in improving further what is already an excellent Service”.
(The Self Assessment report and Improvement Plan are available on request and have been placed in the Members Library. The Peer Review Final Report can be found at Appendix 1)
Joint Metrology Service reviewed and restructured in 2007. This restructure means that it now focuses on activities of direct benefit to the partner authorities, and has reduced its commercial operations that were increasingly financially unsustainable (tanker/bulk and other accredited calibration, and bulk fuel training courses). 7 FTE remain, and 4 FTE posts were lost as part of the process.
(The review report is available on request and has also been placed in the Members Library.)
CLS Specialist Advice Quality Mark – held October 2005 to date. Final audit report commented, “The Organisation have continued to demonstrate a high level of compliance against the requirements of the Specialist Quality Mark”. Stockton’s Consumer Advice Centre is one of only 3 local authority consumer advice providers in the country to hold the Specialist Quality Mark.
(The final report is available on request and has also been placed in the Members Library)
Customer First Stage 2 awarded October 2008 - a number of elements stood out during the assessment and areas of best practice were identified. Peer review process, risk assessments, benchmarking, team meetings, campaigns (eg. No Cold Calling Zones), and web content were praised. Further improvement was suggested to the information provided in reception area, and development of Equality Impact Assessments.
(The final report is available on request and can be found in the Members Library.)
What resources are used
2009/10 Budget – Trading Standards
Expenditure £532,000
Income (£6,000)
Net Expenditure £526,000
2009/10 Budget – Metrology Lab
Expenditure £102,000
Income £0
Net Expenditure £102,000
What assets are used to deliver the current service
All SBC staff currently based in 16 Church Road, except for Consumer Advice Service currently located at Stockton Central Library – may re-locate.
No vehicles – some specialist equipment.
Joint Metrology currently located at Cannon Park, Middlesbrough – major investment in specialist equipment. Possibility of income from any re-location (after allocation for re-provision)
Are there any limitations or barriers affecting the delivery of the service
If the service is outsourced or provided by a third party, how are service standards monitored
First tier consumer advice (over the telephone) is handled by Consumer Direct, which consists of regional call centres funded by central government. All follow up work is referred to the local consumer advice centres in line with a formal referral protocol. The actual advice given by Consumer Direct is monitored via a secure web link and a feedback system is in place so that Stockton’s Advisors can comment on any of the advice given to Stockton residents by Consumer Direct.
Other government funded organisations that carry out Trading Standards work across the north east region are the Scambusters Team and the Illegal Money Lending Team. These organisations will take on projects and cases that extend over two or more local authority boundaries within the north east region.
The Trading Standards & Licensing Manager sits on the governance board of all three of these organisations. This allows for control over day to day operations and performance. However as all of these organisations are funded by central government, they are also subject to stringent central government monitoring procedures.
Tees Valley Measurement, is the joint metrology centre operated in partnership with Middlesbrough, Redcar and Cleveland and Hartlepool councils. Middlesbrough acts as lead authority and so the centre is subject to Middlesbrough Council’s organisational and budgetary procedures. A Metrology Joint Liaison Group consisting of chief officers from each participating authority meets regularly to discuss and review operational and budgetary issues.
Description of Current Service – Challenge
Could the service be provided through a different mechanismThere is no private or voluntary sector market.
Customer Baseline – Baseline
Who are the customers what are their needs nowIn principle the services are available to all sections of the community, the legislation covers purchases made from the cradle to the grave, and almost every purchase made/service provided on a day to day basis is subject to controls introduced by trading standards legislation.
The Trading Standards Service does not only protect the consumer, a major role is to assist the reputable trader and ensure an equitable market place.
How are service users consulted and how do their views shape delivery
The Service carries out an annual feedback and satisfaction surveys for both consumers and local businesses. In addition specific consultation exercises are carried out from time to time – see link below for exercise carried out with businesses in 2004. This resulted in the service launching a ‘Good Garage’ scheme. The results can be found at Appendix 2.
Consumers may be consulted on specific projects e.g. the views of consumers are sought in the setting up of ‘No Cold Calling Zones’. This is done via letter and residents meetings. An example of consultation information sent out recently with regard to the possible setting up of a zone in Billingham, is available on request and has been placed in the Members Library.
As part of the Specialist Quality Mark procedures at the Consumer Advice Centre feedback forms are sent out in all instances where casework has been carried out by the Advisors. The feedback is recorded on an excel spreadsheet (2008/09 spreadsheet attached). This feedback and indeed complaints about service are used to shape service delivery e.g. following a complaint about service, Advisors are now instructed to write to consumer after one-off casework where nothing further is heard from the consumer, to enquire whether the matter has been resolved to their satisfaction and whether any further help is required.
(Copies of the spreadsheet are available on request, and one has been placed in the Members Library.)
How satisfied are the customers
Customers continue to be very satisfied with service provision. Over the last few years consumer and business satisfaction has been measured as part of the National Performance Framework on Trading Standards and the results are summarised in graph form below.
Over this period Stockton’s consumer satisfaction has consistently been within the top 5 best performers throughout the whole of the country. Indeed the figure remained exceptionally high for 2008/09 at 97.6%. Business satisfaction has also been high, with levels up to 90%, well above the government’s upper threshold target of 75%.
How do you communicate with your users
Communication with service users is carried out through the normal channels. The Consumer Advice Centre located in the central library in Stockton, operates an open door policy without appointment, where consumers can drop in for immediate face to face advice.
The service does have its own designated website from which complaints and comments can be made - /stockton
How are these services promoted / marketed
The service regularly issues press releases to advise residents of particular areas of concern or interesting areas of work that have been carried out. Articles have also been placed in Stockton News.
Proactive consumer education work is undertaken as a means of raising awareness of consumer rights issues and also promoting the service itself. This includes talks to local community groups and targeted leaflets and information material.
The service also has its own designated website www.tradingstandards.gov.uk/stockton
What do Viewpoint Surveys/ internal audit reports tell us about the service?
Viewpoint Survey in September 2004:
· Unsafe goods, age restricted product sales, and misleading prices were ranked as most important issues.
· Trading Standards activities were ranked in following order of importance: Investigation of Trading Malpractice (most important), Routine Inspection of Trade Premises, Provision of Advice and Information to Consumers, Provision of Advice and Information to Business.
Viewpoint Survey in June 04 surveyed responses to the new website (website created following previous survey highlighted the need):
· 55% said that the site contained useful information (30% answered ‘don’t know’)
· 56% said they would use it in future (30% answered ‘don’t know’)
· The average rating for the website out of 10 was 6.4%
Viewpoint survey in Nov 06 asked about the service in general:
· 72% were aware that SBC had its own Trading Standards service
· Respondents thought home delivered leaflets were the best method of raising profile of the service
· If respondents had problems with faulty goods/service, most people would contact the ‘trader’, followed by ‘Stockton’s Consumer Advice’, followed by ‘Citizen’s Advice’.
· When asked to rank areas of work in terms of importance, ‘investigation of malpractice’ was seen as most important, closely followed by ‘provision of advice to customers’, ‘routine inspections to trade premises’, and then ‘provision of advice to businesses’
· In terms of consumer protection issues, ‘safety of goods’, sale of age restricted products’ and ‘inaccurately described food’ were seen as most important.
(Full copies of the Viewpoint results are available on request and copies have been placed in Members Library.)
Internal audit are due to carry out a full review of service provision in the Autumn of this year.
As lead authority Middlesbrough Council have carried out a recent internal audit at Tees Valley Measurement, the joint metrology centre operated in partnership with the other Teesside authorities. The report concluded, “In our opinion substantial assurance is placed on the adequacy, efficiency and effectiveness of management controls”.
(The full report is available on request, and has been placed in the Members Library.)
Customer – Challenge