Professional Documents
Culture Documents
RS May 2012
RS May 2012
uk
PHS Teacrate:
This month:
News from Watford 06 07-18 Industry News - BAR gears up for self storage battle - Haulage industry under pressure from fuel prices - Fuel price anger mounts - OCRS changes - Helping to fight serious crime - London traffic investments pay off - A1 upgrade nears completion - New Government support for work experience - Small firm confidence rises - Scheme to boost small business lending - Preparing for online VAT returns - New standard for container seals - Customs modernisation in Trinidad - Anglo Pacific receives visa boost - Basil Frys new website - Crown Worldwide opens Cambodia library - Euro Group acquires APAK - At the heart of its operations: Reddaways Removals - Santa Fe opens in Qatar - Pluscrates to supply Johnson Business Moves - Bishops Move extends deal with Reason Global - Williams & Gosling turns 75 - Matt Purdie road train goes to Hebrides - Britannia Anchor Removals sponsor youth team - Anglo Pacific launches guarantee for trade shippers - Harrow Green re-fits Southend civic centre - Celebrity client for Richard Healey - GB Liners new Swiss service - Housing market still choppy - Red Recruits charity cycle ride 17 May BAR News - The DMotY 2012 finalists - Display of the BAR/OFT badge - New affiliate to BAR: DKV - Area meetings roundup - Young Movers go safari! - Quarterly industry statistics - BAR at the European Parliament 20-32
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Alternative Dispute Resolution is usually by far the cheapest option for resolving commercial disputes, but with most consumers belongings being worth hundreds rather than thousands of pounds there can be an issue of proportionality of the cost of the mechanism used specifically, you dont want a Mediator or Arbitrator whose daily rate will wipe out any money that might be offered to settle the dispute. Gregory Hunt, Managing Director IDRS Ltd and Director of CEDR Disputes Group
Features: 50-58
- Insurance claims on international shipments - Planning for the Diamond Jubilee holiday - PHS Teacrate: One-stop-shop packaging and handling partner - Getting a good deal when the consumer wants justice - Reg Hackworthy: Reformer bows out - Alexanders: sustained growth since 2005
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May 2012 Removals & Storage 5
BAR Services Olympics Monitor Overseas Group News QSS Update Commercial Moving Group News - CMG website goes live this month! Training News European News Competition Diary Dates Memberships
On the cover: The PHS Teacrate team at the entrance of the Scrubs Lane office in London.
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BAR News
he 2012 Annual Conference at the Beaumont Estate in Windsor is almost upon us, and the proceedings on Friday 18 May will start off bright and early at 9.15am, with the BAR Annual General Meeting and the AGM of the Removers Benevolent Association. The Conference will then be formally opened by the newly installed BAR President, and a varied programme of business sessions is provided throughout the day, including a Q&A session with members of the Board of Directors, as well as the latest on the CMotY and DMotY 2012 awards. There will also be presentations by the Residential Landlords Association, the Centre for Effective Dispute Resolution, the Department for Business, Innovation and Skills, Transport for London, and the National Apprenticeship Scheme. The keynote speaker at the Conference is UKIP MEP, Mike Nattrass, who has some trenchant views on the workings of the European Parliament. The pace will be maintained on Saturday 19 May, with a
series of conference workshops on ways to optimise business in challenging times, such as effective cost modelling and website marketing. All work and no play would make us all very dull, of course, and the social side is certainly not lacking with a welcome evening on the Thursday, party night on Friday, and popular Gala Dinner on Saturday. Most Members will be aware of the Removers Benevolent Association and the good work it does with needy people in our industry. The RBA Trustees (Derek Payne, John Court and Matt Purdie), regularly consider applications for assistance, and what might best be done to alleviate hardship and distress. Ex-BAR President, Jonathan Hood, has recently agreed to join the Trustee body, where his long experience in the removals industry will be of real value in what are often difficult judgements. A raffle with high quality prizes will be held on behalf of the RBA throughout the Annual Conference.
Please dont forget that, the draft revised Membership Criteria is out for consultation, and all feedback will be considered by the Board at their meeting in late June. For your views to be taken into account, you have to take part in this consultation, so do make sure your opinion on this important matter is made known either at Area Meetings, to any of the three Directly Elected Directors, or direct to BAR headquarters.
Subscriptions
Removals & Storage is subscribed to by members of the British Association of Removers in the UK and Overseas. Current annual subscription is 48.00 in the UK and 72.00 overseas. Additional subscriptions are available from BAR (see contact details to the left). Registered as a magazine The British Association of Removers 2012. 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: info@bar.co.uk Tangent House, 62 Exchange Road, Watford, Hertfordshire WD18 OTG
President: Reg Hackworthy Director General: Stephen Vickers Company Secretary: James Falkner
Advertising
For all enquiries and bookings, please contact Steve Pearce on: Tel: 0117 957 5400 Email: steve@rubiconmarketing.net Deadlines: The booking deadline for all display advertisements for the June 2012 issue of R&S is 11th May.
Removals & Storage is designed on behalf of The British Association of Removers by: Rubicon Marketing Ltd. Tel: 0117 957 5400 Email: steve@rubiconmarketing.net
Copy and advertising deadlines 2012 for future issues of R&S magazine
Article submission: 4th 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
Industry News
he existing regime exempts from VAT rental of self storage space. The supply of self storage is usually exempt from VAT as it typically relates to a discrete area of land to which the customer has access for the purposes of storing their goods. However, storage provided by traditional removal companies is always standard rated for VAT purposes. The aim of the proposed new legislation is to tax the provision of storage facilities to the end user i.e. to a person for the storage of their goods. The Board of BAR endorsed a policy to ensure a level playing field and will be responding to the Government consultation accordingly. We encourage all interested Members to do the same, Stephen Vickers, Director General of BAR, told R&S. David Trenchard, Managing Director at Leatherbarrows Removals and Storage, believes the Governments proposal has the potential to finally create a level playing field for movers and storers. Since his time as Vice-Chairman of
BAR External Affairs Committee, David has carried on working on this cause together with other Committee members, including former Chairman Tony Richman, and Michael Gerson who made representations to the Treasury on behalf of BAR. This is really good news to an industry that has lost a vast amount of market share due to this 20% price advantage over us movers who have always had to charge VAT. David urges all Members to support BAR in its lobby work, to contact their local Members of Parliament. You can be sure the big guns of the big self-storage companies will be counterlobbying and we need to explain why the existing regime is unjust. The HMRC consultation on draft secondary legislation closes on 4 May. The HRMC guidance notes on the Governments plans to change the VAT rules relating to self storage are available via the BAR website, www.bar.co.uk (MyBar>Resources>Consultation).
recent report by the Freight Transport Association on distribution costs indicates that the high cost of fuel remains the biggest cause for concern amongst haulage operators. Operators continue to be squeezed by rising operating costs and pressure for earlier payment terms from suppliers whilst facing pressure to minimise any increases in haulage rates and lengthening payment terms from customers. Bruce Goodhart, FTA Research Analyst, said: Fuel now represents around 40% of annual operating costs compared to around a third just three years ago. Whilst operating costs have now reached an all-time high, hauliers continue to face pressure from customers not to raise their haulage rates. As a result, balance sheets remain fragile and hauliers vulnerable during this period of weak economic activity. The update calculates that, on average, vehicle operating costs for rigid, articulated and drawbar vehicles have risen by 3.7% in the year to 1 January 2012 to reach an alltime high. The largest contribution to the rise came from an increase in the price of diesel, which has risen by 6.3% in the year to 1 January 2012. In addition, tyre costs have risen by 9.2% and overheads by 4.0% in the same period. In contrast, increases in haulage rates have not matched the rise in operating costs. According to calculations in the update, domestic haulage rates have risen by an average of just 3.1% in the year to 1 January 2012 and international haulage rates have risen by an average of just 1.6 % in the same period. Forty-six per cent of the contributors to the update indicated that they had not increased their haulage rates since the start of 2011.
ollowing the announcement that tanker workers voted for strike action which is expected to result in up to 90% of garages being shut across the UK Alistair Bingle, Managing Director of Bishops Move, has spoken out against the Chancellors plans to increase fuel by 3p per litre as from August. This is very disappointing news for the removals industry and businesses, not to mention hard-working families who use the roads, he said. Petrol prices could well be above 150p a litre by August when the planned 3p a litre increase takes effect. With VAT added, pump prices will rise 3.62p a litre. This has a significantly negative impact on the performances of businesses in the road haulage industry. Given the amount of fuel thats consumed throughout the removals industry on a daily basis, even a small hike in price means our costs increase significantly. We cant
Industry News
he package will run over the next three years and the Government intends to build the scheme around employers as only employers can offer young people the real work experience and jobs that they need. Any company that takes on a young unemployed person from the Governments Work Programme can now claim a wage incentive payment worth up to 2,275. Chris Grayling, Minister for Employment, said in a letter to BAR and its Members: In many cases, this will be someones first job, and Im convinced that if you give them a chance to demonstrate what they can do, they will pay you back. The Government is also asking for employers across the country to offer short voluntary work experience placements in their businesses, giving a young person the chance to gain valuable skills, gain confidence and improve
their CV. There will also be a simplified approach to health and safety requirements for businesses participating in the package. For more information about the Youth Contract, see www.dwp.gov.uk/youth-contract or call 0845 601 2001. For more information about the health and safety side, see www.hse. gov.uk/aboutyou/information-simple/index.htm
he 318m project to upgrade the A1 between Dishforth and Leeming reached a major milestone in March when the Highways Agency finished work on the northbound section between junctions 50 (Baldersby) and Gatenby (6.1 miles). The Agency and its contractor have also worked to fully open the remaining sections to traffic: northbound between Gatenby and Junction 51 (Leeming), and the final section, southbound from Junction 51 (Leeming) to Junction 50 (Baldersby). Following completion of the section between Junction 49 (Dishforth) and Junction 50 (Baldersby) last October this will complete the upgrade of the A1 to a motorway. Roads Minister Mike Penning said: the completion of work along the A1 between Dishforth and Leeming will be a significant milestone in our plans to improve one of the key transport routes in the North of England. Upgrading this section of the A1 to a motorway will improve safety, reduce congestion and make journey times more reliable this can only be good news for road users and the economy. Work on the A1 Dishforth to Leeming scheme started in March 2009. The project involves widening 12 miles of dual carriageway and providing a new access road for local traffic alongside the upgraded A1(M) for surrounding communities.
Steven Meyerhoff of Backhouse Jones Solicitors told R&S: Companies should ensure, when contemplating dismissing someone within a 2 year period (or after, for that matter) that they use consistent procedures and have evidence to demonstrate that dismissal was for a non-discriminatory and fair reason. For more information, please contact Steven Meyerhoff at Backhouse Jones on 01254 828300 or email steven.meyerhoff@backhouses.co.uk
OCA, the Serious Organised Crime Agency, has been tasked by the Home Office as part of the governments organised crime strategy to produce an assessment on the extent of corruption by organised criminals in the public and private sectors. The project ultimately seeks to provide a comprehensive overview on the threat and impact of corruption on the UK. As this assessment will pull together responses from across the public and private sectors, all responses will be sanitised and strategically assessed to highlight only broad themes in the final report. SOCA is asking BAR Members for their thoughts, questions or feedback and to contribute to this assessment. For more information, see www.bar.co. uk/trade/MyBAR/Resources/ SeriousOrganisedCrimeAgency.aspx
Industry News
OCRS changes
The Vehicle and Operator Services Agency (VOSA) has recently made some changes to its Operator Compliance Risk Score (OCRS) system in order to better target non-compliant operators.
CRS was introduced in 2006 with the aim of targeting non-compliant operators more effectively as well as reducing the number of compliant vehicles that are stopped. Operators with higher risk scores (red or amber) are more likely to be inspected than those with lower risk scores (green). Although the system is generally well respected in the industry, following consultations, VOSA has decided to make some important adaptations to OCRS to further improve its effectiveness. The changes include ending the practice of providing a predictive score to operators with no historic data for annual tests or roadside inspections. Instead, they will have no score and a grey fleet marking. In addition, VOSA will be moving towards a rolling 3-year set of data to calculate the OCRS score, up from 2 years, with the dataset starting from May 2009. All points will also be weighted by age, with more recent defects and offences given more points than older ones. Because it is not always easy to understand how points received for a defect or offence will impact on an operators score, VOSA is moving the system for point allocation for traffic offences to the same system as for mechanical defects, with a set number of points based upon the seriousness of the defect or offence. However, some events will now trigger an operators status to red, whatever their underlying score. For example, a conviction
will move an operator to red for a 12 month period, after which the operator will revert to the status merited by their baseline score. If as the result of a roadside inspection an operator receives a Most Serious Infringement (MSI), an operators status will move to red for six months; these infringements cover areas such as driver hours, fraud, unsafe vehicles, dangerous goods, driving without a license, false documents and overloading. The changes took effect from 30 April. The Freight Transport Association has been broadly supportive of these changes. Its main concerns are the possible consequences of new Straight to Red offences and the six-month period in which an operators entire fleet would come under intense scrutiny. Putting operators on red for six months will cause massive disruption and delay that may well be deserved but I cant believe it will take this long for VOSA to pay the operator a visit to see what is really going on, said an FTA spokesperson. If Straight to Red offences are introduced VOSA will need to revise its enforcement priorities or allow operators to demonstrate that the infringement was one-off and go Straight (back) to Green.
he Mayor of London and Transport for London have welcomed progress in cutting delays on the capitals roads thanks to a sophisticated programme of works to make traffic signals more efficient and adaptive to traffic flows. TfL has been introducing innovative technology known as Split Cycle Offset Optimisation Technique (SCOOT). This allows traffic signals to detect vehicles passing along a road and work together to amend their signal timings on a second by second basis to adjust traffic flows accordingly through an area, making journeys more reliable. Over the last two years, TfL has begun to increase the number of signals using the system from 2,000 to 3,000. Work has already begun at 861 sites and been fully completed at 514 locations. It has helped deliver an average 12.7% reduction in delays for vehicles travelling across the network. At some locations, this increases to almost 20%. Around 40% of the Capitals 6,000 traffic signals now utilise SCOOT and work continues at a pace to have half of Londons traffic signals running with the system by spring 2014.
oliticians from the West Country have held a summit meeting in London to call for upgrades to the A303. Somerset County Council Leader, Ken Maddock, said: the A303 is crucial to Somersets economy and is of local, regional and national importance. It has been recognised for some time now that major work is needed in order to deal with the huge increases in traffic we have seen on the route over recent years and the time is right to take this forward. He believes more sections of dual carriageway will help to speed up travelling times between the West Country and London and the South East.
Industry News
n January this year, enquiries for international removals company Anglo Pacific were up 45% on the equivalent period in 2011. When isolating the figures for Australia alone, this shot up to 60%. New legislation that will come into force as from 1 July 2012 to make it tougher to obtain permanent residency in Australia is believed to be responsible for this surge in interest. Jason Diggs, Sales Director for Anglo Pacific, explains, whilst January always sparks a peak in traffic as the British public wallows in winter and post-Christmas blues, 2012 has been particularly unusual. The Australian dollar hasnt weakened, the British housing market hasnt strengthened and weve seen no mass advertising campaigns or migration events backed by the Australian Government. All fingers seem to point therefore at the biggest change to Australias skilled migration programme since the points
test was introduced 33 years ago: SkillSelect. From 1 July, applicants will face an invitation-only visa system with no guarantee of permanent residency. And, its not just removals enquiries that were up in January; job registrations via the Anglo Pacific jobseeker service were up by 60% year-on-year.
he Chancellor, George Osborne, has launched the National Loan Guarantee Scheme (NLGS) to help smaller businesses (with an annual group turnover of up to 50m) access more affordable credit. The Government is providing up to 20bn of government guarantees on unsecured borrowing by banks, enabling them to borrow at a cheaper rate. Around 5bn in guarantees will be made available in the first tranche. Participating banks will pass on the entire benefit that they receive from the guarantees to smaller businesses across the UK through cheaper loans. Businesses that take out an NLGS loan will receive a discount of 1 percentage point compared to the interest rate that they would otherwise have received from that bank outside the scheme.
10 Removals & Storage May 2012
The Government is not guaranteeing individual loans to businesses and thus not taking on the credit risk of loans made under the scheme. The banks retain the credit risk and therefore their usual lending and credit parameters will apply. The banks currently participating in the scheme are: Barclays, Santander, Lloyds and RBS. Simon Walker, Director General of the Institute of Directors, warned that these new, discounted loans will make it easier for smaller businesses to borrow and invest, but they are not a silver bullet. Those firms who are able to get loans will benefit from lower interest payments, but little will change for many who are having problems getting bank finance in the first place. Even those who could borrow under
this scheme need confidence, as well as available credit, in order to do so. Without sufficient confidence in the future, they wont want to take on loans, even cheaper ones.
Industry News
s of 12 March, 2012 the Customs & Excise Division of Trinidad and Tobago has fully launched its new automated system ASYCUDA World, which means that all goods entering or leaving the country will be processed electronically. Tricia Mitchell of local movers A J Mauritzen & Company has contacted R&S to ensure that all BAR Members know that all clients must provide an itemized list with individual cost for customs in Trinidad and Tobago, which should be emailed to us prior to the arrival of the shipment. She explains: we will also need the client to sign a Customs Declaration which will be provided electronically by A J Mauritzen & Co Ltd, which must be returned to us with the list of values for Customs.
he Government is on track to increase its contracts with SMEs from 6.5% to 13.7% by the end of the year. Francis Maude, Minister for the Cabinet Office, acknowledges that some of its previous promises to increase SME procurement had failed, saying:
&G has been in the household removals industry for over 35 years and handles over 80% of the corporate relocations into and out of Fiji. The formation of W&G Ltd goes back to the mid 1920s when Captain Williams and Captain Gosling, who were at the time involved in pilotage services for the vessels entering the Fiji group of islands, got together and decided to form a partnership in Suva. This partnership was incorporated in October 1935 as a private liability company, predominantly engaged in stevedoring and pilotage services. Since then the company has grown, diversified and established itself as part of an international network of cooperating agents involved in freight forwarding, Household and Office Removals, Local and International Courier services and other businesses in the transport and logistics area. Dave Aidney, W&Gs Managing Director, told R&S that the companys new complex is located
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Industry News
hile all the useful functions of the old website have been retained including, importantly, the facility to raise marine certificates electronically the new site is laid out so that it is more practical and interactive for its users. Basically, its been sexed up, jokes Greg Wildman, Director, Basil Fry & Co. More seriously, the general look and feel of the site is now much less clunky and much easier to use. Weve updated and expanded the range of documents and templates that BAR Members can use, and weve added a News section, as
well as information about our Removals Claims Service. Portcullis Service As one of the three recognised service providers to the military for insurance cover, Basil Fry & Co will be launching their Portcullis Service this month on a dedicated website for members of the military to purchase insurance for their personal effects when moving. For more information, see www.basilfry.co.uk
rown Worldwide founder and Chairman Jim Thompson has inaugurated the Hazel Joyce Library in Cambodia. The library, located in the remote Pursat Province in the Phnom Kravanh district, is the result of Jims generous donation. The Hazel Joyce library is named after Jims sister in recognition of her charitable work. Nearly 3,000 people, including Jims sister and students from the adjacent Lech High School, attended the ceremony. In his speech at the inauguration ceremony, Jim expressed his wish that people would take advantage of the opportunities the library offered, and through reading and learning, education could lift people out of poverty. The library houses both English and Khmer books and also offers study areas with sets of tables and chairs. This philanthropic project supports Jims belief that education is crucial for the growth of Cambodia. The new library is Jims third philanthropic project in Cambodia. He said: There are so many needs in the world, its overwhelming but when you begin to focus, you can really do something of lasting value for people.
Contact
EuroUSA Tel: 01638 515335 Email: tony@eurousa.co.uk Website: www.the-eurogroup.com
anta Fe Group has opened a new Santa Fe Relocation Services office in Doha, Qatar. Santa Fe Relocation Services offers combined moving and relocation services throughout Qatar and the United Arab Emirates region. For more information, contact Kim Creutzburg, Managing Director, Middle East (UAE and Qatar), Santa Fe on Tel: +974-44101860 / 44101808 or see www.santaferelo.com
Industry News
Nick Flaxman (r) secures the deal with Gareth Hilton of JBM
Directors Mike and Geoff Clinch cutting the ribbon with Reg Hackworthy and Stephen Vickers
or JBM, which celebrates its 141st anniversary this year, the Pluscrates appointment is part of a quality initiative intended to bring continuous, planned improvements across its portfolio of services, which include commercial relocation, project management, IT and PC moves, asset recycling and archive records management. Pluscrates Regional Director, Nick Flaxman said, JBM have always kept us on our toes and we dont expect their declared commitment
now to change that. On the contrary, we are very proud to have gained the trust of JBM and will continue to deliver the levels of service they demand and make sure that their trust in us is rewarded in full. JBM works with corporate clients across the UK from its offices in Manchester, Birmingham and London. Pluscrates will service the account from its distribution centres in Livingston, Manchester, Birmingham, London and Bristol.
The Reddaways team (L-R): Linda Clinch, Mike Clinch, Aron Ditchburn, Ben Woodhouse, Geoff Clinch, Joe Rice, Marion Clinch, Helena Williams
Moving in (L-R): Joe Rice, Aron Ditchburn, Mike Clinch, Linda Clinch, Geoff Clinch, Ben Woodhouse, Helena Williams
Industry News
nglo Pacific is launching a Money Back Guarantee for its trade shipping customers, which will come into effect on 1 May this year. Teresa Connolly, Anglo Pacifics Trade Shipping Manager, explains that in the unlikely event that the transit time from receipt of goods at our London depot to arrival at North American ports exceeds nine weeks, or 12 weeks for Australasian and other worldwide ports, we will commit to refunding all our groupage charges for receiving, handling and shipping plus customs clearance, delivery and unpacking. Naturally this guarantee will keep us on our toes but it sends out a strong message about Anglo Pacifics confidence and commitment to deliver on time. Whilst Anglo Pacific is unable to guarantee the transit time through customs, the company is experienced in prioritising trade groupage shipments to ensure their timely arrival at the destination port. The money back guarantee applies to any late delivery excluding those subject to force majeure or any other circumstances beyond Anglo Pacifics control. For more information, contact Teresa and her team on Freephone 0800 707 6093 or see www.anglopacific.co.uk/trade_shipping.htm.
Bishops Move has signed another exclusive 3-year deal with specialist insurance broker, Reason Global. The companies have enjoyed a successful working relationship since 2009 when Reason Global was appointed the sole insurance provider to the Bishops Move group.
Theyve been a constant support in contact on a daily basis to answer any insurance questions, clarifying policy covers, and discussing any issues or questions. Signing the 3-year partnership was an easy decision. Ryan Squirrell, Reason Global Account Manager added: Its fantastic to see the commercial value our insurance sales training has delivered to Bishops Move. With more than a quarter-centurys staff expertise in the industry and a deep understanding of the commercial challenges facing clients, we feel perfectly placed to add even more value to their business over the coming years.
he partnership will see Reason Global continue to implement its staff training programme on the sale of insurance, after previous training unlocked additional revenue for the company across both branch and area sites. There will also be collaboration with Bishops Move on claims reporting as the removals expert looks to reduce its claims costs and improve on risk management. Commenting on the deal, Al Bingle, Bishops Move Managing Director, said: Since appointing Reason Global in 2009 we have enjoyed an excellent level of service, as well as some incredibly competitive premiums.
arrow Green is working with Southend-on-Sea Borough Council to provide relocation services at the Civic Centre, undertaking a major reconfiguration, re-fit and enhancement programme. The planned works are aimed at enhancing the Civic Centre and enabling the interior space to be used as a more flexible working environment with greater occupancy, allowing other council buildings to be vacated. We have successfully completed the first phase, said Scott Poulton, Harrow Greens Sales Manager responsible for project co-ordination. We have a well-thought through plan to complete the project in October 2012. Harrow Green will be responsible for the relocation of around 1,100 staff and effects, 1,500 linear metres of filing, along with furniture, safes and other equipment. Harrow Green will also handle the decommissioning and relocation of the Civic Centre IT.
Al Bingle (L), MD of Bishops Move and Ryan Squirrell, Reason Global Account Manager
Industry News
s part of their commitment to the local community, Britannia Anchor Removals has sponsored the new Boothstown Lions U9s Junior football team kit. Chris Smallwood, Managing Director of the company, believes that even in these difficult trading times, it is crucial to support the local community. Personally I am delighted that my company is able to support the team I manage and I know that people appreciate the time and effort as well as the money we have put into the team, he said. Boothstown Lions currently lie just below
the half way line in the City of Salford league and Chris says they are developing well. TV stardom ahead Make sure you watch the Britannia Anchor Removals team on television show, You Deserve This House, in June on Channel 4. The daytime series is based on presenter Amanda Lamb and a team of volunteers completing the secret makeover of the homes of community heroes. Britannias team of Anthony Wynn and Gary Cox will be seen by a nationwide audience!
n response to customer demand, GB Liners have launched a new twice weekly service to and from Switzerland. Working in conjunction with their Swiss partners, Packimpex, vehicles will depart from GB Liners West London Warehouse on Mondays and Wednesdays arriving at Packimpexs facilities in Freiburg on Wednesday and Friday respectively. From arrival at Freiburg, delivery will be made within two working days. The service also runs in reverse with vehicles leaving Freiburg on Mondays and Wednesdays and arriving at London on Wednesdays and Fridays. GB Liners are also offering a guaranteed delivery time from arrival at London to most UK destinations. Thomas Hare at GB Liners is in charge of the new service and he says that he sees a lot of potential for a guaranteed, timetabled part load service. Eventually, the service will be extended to cover Southern Germany and possibly further afield, depending on customer demand. He says, I see a great future in a point-topoint service using local knowledge and skills with partners at each end for origin or delivery services. The Swiss service, of course, is in addition to GB Liners existing groupage services to Dubai, Cyprus and India.
Industry News
House prices continued to be volatile in the first quarter of 2012. Encouraging data in January and February seems to have been partly prompted by the end of a stamp duty holiday in March, with buyers anticipating their property purchases to escape the higher rate. The underlying picture of continued uncertainty in housing prices seems set to persist for some time.
ationwide reported that house prices fell by 1 per cent in March. The price of a typical home is now 163,327, 0.9 per cent lower than in March 2011. This was the first year-on-year decline in six months. Chief economist Robert Gardner said a slowdown was to be expected, given the imminent expiry of the stamp duty holiday, which had provided a temporary boost to house prices in early 2012 as buyers brought forward purchases that would otherwise have taken place later in the year. The removal of the stamp duty holiday for first time buyers purchasing a property up to the value of 250,000 was confirmed in the Budget. Nationwide added that the introduction of a 7 per cent stamp duty threshold on properties purchased for over 2 million is likely to have a dampening effect on activity, albeit a modest one, given the relatively small number of transactions involving properties over 2 million. In 2010 there were 4,000 such transactions, accounting for just 0.5% of total residential property transactions in the UK. Figures from the Land Registry for February record an annual price decrease of 0.6 per cent which takes the average property value in England and Wales to 161,588. The monthly change from January to February was an increase of 0.1 per cent. The region in England and Wales which experienced the highest increase in its average property value over the last 12 months is London with a movement of 4.2 per cent. Wales experienced the greatest monthly rise with a movement of 2.0 per cent. The North West experienced the greatest annual price fall with a decrease of 3.5 per cent. The North East saw the most significant monthly price fall with a decrease of 2.6 per cent. The most up-to-date figures available show that, during December 2011, the number of completed house sales in England and Wales increased by 8 per cent to 61,470 compared to 56,875 in December 2010. The number of properties sold in England and Wales for over 1 million in December 2011 decreased by 13 per cent to 488 from 559 in December 2010. Halifax said that on a monthly basis, house prices increased by 2.2 per cent in March. This followed Februarys 0.4 per cent fall as prices continue to fluctuate month-to-month as transactions levels remain historically low. Prices in the first three months of 2012 were 0.6 per cent lower than in the same period last year. This was the smallest fall in prices on this measure of the annual rate since October 2010 (+1.2 per cent). The UK average price in March 2012, at 163,803, was almost identical to that
in July 2011 (163,765). Housing economist Martin Ellis said We continue to expect little overall movement in prices this year provided that the UK economy does not suffer a pronounced weakening. Figures from Communities and Local Government (CLG) for January show that UK house prices increased by 0.2 per cent over the year and decreased by 0.7 per cent over the month. The average mix-adjusted UK house price was 206,523. Average house prices increased by 0.2 per cent over the quarter to January, compared to an increase of 0.6 per cent over the quarter to October. Average prices decreased during the year in three UK countries; Wales (-0.5 per cent), Scotland (-1.7 per cent) and Northern Ireland (-7.6 per cent). However, there was an increase of 0.4 per cent in average house prices in England.
Price change by region
The National Association of Estate Agents report for February showed an increase in the number of sales made at member branches across the UK. While there was some regional fluctuation, an average 7 sales were recorded per branch for the month, up from 6 in January and the highest figure since October 2011 (average of 8 sales). NAEA agents cited the imminent end of the Stamp Duty holiday for properties under 250,000 as a key reason for continued buyer interest from this section of the market. Demand for property also rose during February. On average, the number of house-hunters registering with an agent increased from 260 in January to 293 in February. Compared with year-on-year data, buyer interest is considerably higher than in February 2011, when just 268 house-hunters registered.
Source: Land Registry
BAR News
or over 75 years, DKV Euro Service has been the leading service provider to the goods and passenger transport sector. Through the DKV Card and additional services the company offers its customers a range of products geared to day-to-day transport operations and designed to optimise the fleet management process. The aim is to help its customers avoid delays, take advantage of price benefits and operate in a more efficient manner. With more than 54,000 service stations DKV has the largest and most
comprehensive supply network in the sector. We will be proud to introduce ourselves as a new BAR Affiliate member and meet you during the BAR Conference at Royal Windsor in May, for us a real New Focus! says Valerie Bamping, DKV Sales Manager. We consider this a great opportunity to personally discuss with BAR Members their requirements in order to offer a customized package. Fuel, toll, VAT reclaim, excise duty refund and cost management: these are examples of what we can offer you with DKV as your partner. You drive, we care! Over 35,000 filling stations across 42 countries, including UK and Ireland Toll solutions for all European countries VAT and Fuel Duty refund services Dedicated Account Manager and Administration Assistant Breakdown services and 24 hour helpdesk On Line services for Route Planning, Station Finding, e-reporting, Tachomanager etc. 78 years of experience. (85,000 customers with 1.6m cards)
DKV Sales Manager Neil White confirms that he and Valerie will be at the Conference in the exhibition area. We will be happy to answer any questions and arrange appointments to discuss your individual requirements.
C T
BAR Members can display the BAR/OFT badge with OR without their BAR membership number, provided it is in the correct place.
learly by displaying the BAR/OFT badge together with the BAR National & European Group Member hat logo, Members can take advantage of branding their marketing materials (including websites) to set themselves apart from other removal companies. The badge and logo also raises the profile of BAR which will in turn increase public awareness of the Association and its objectives. To download the logos, go to the MyBAR section of www.bar.co.uk where you will also find downloadable guidelines and toolkit documents on how to correctly display the BAR/OFT badge. BAR has republished information on how to correctly display the BAR/OFT badge - make sure you take a look at the BAR notices on the opposite page. For more information, please contact commercial@bar.co.uk
he recent BAR Kent Area meeting took on a different set up with BAR Members visiting a local hospice charity in Kent instead. Local BAR Members decided to meet with Pilgrims Hospice which provides specialist palliative care to people in East Kent to discuss their ideas to help with the collection of furniture, books, clothing and toys to be sold in the Hospices shops across Kent. Tom Bourne, Area Secretary explained to R&S that the local removals and storage
22 Removals & Storage May 2012
Berin Riley, Move-it Channelmoving (left) and Steve Auty, Pilgrims Hospices.
BAR News
n his keynote speech on What I Know Now That I Didnt Know Then! Ian Studd, BAR Vice-President, looked at the evolution of the industry over the past five years since he has been on the BAR Board, and gave an overview of the interests and concerns that BAR Members have conveyed to him since he became BAR Vice-President two years ago. He spoke of a change of feel in the management of BAR and followed with observations which included: the need to improve communication channels with Members; how to engage with the silent majority; the role of directly elected Members of the Board; the need to embrace social networking; effective and targeted marketing; training and support for Area officers, and the prospects for the movers apprenticeship scheme. Ian skilfully brought the 60 participants at the meeting up to date with the current debate on new BAR Membership criteria. There was a constructive and lively debate on the criteria, inevitably with reference to previous debates relating to the referendum on standards. A number of strong views were expressed as to ways in which the BAR badge could be made to mean more. There was a clear consensus that standards should be strengthened, imposed and enforced. Ian took note of the varying positions and views that were aired at the meeting so that these can be fed back to the Board prior to the adoption debate at the Conference in May. Caroline Suard, BAR Marketing Manager, presented BARs ambitious new approach to raising the profile of the Association and its Members. She also updated BAR Members on information relating to the London 2012 OIympic and Paralympic Games, with detailed
Discussing Training & Apprenticeships in the industry (L to R): Paul Fox of Fox Moving and Storage (BAR President 2004/05), Ian Studd, (BAR Vice President) and Matt Faizey (BAR Directly Elected Director).
maps and routes. For more information, see the Olympics section of the BAR website. Chris Waymouth, Chief Executive of QSS Ltd, set out the benefits for removals companies of having the Overseas Moving Standard BS 8564:2011 and the simple steps for applying for the standard. Chris informed the New Met Area participants that QSSs seven auditors are all highly experienced in the industry. As Chris said, were here to help, not to score points! The Big New Met Debate The final session of the day took the form of a debate with a panel Ian Studd, (BAR Vice President), Paul Fox of Fox Moving and Storage (BAR President 2004/05) and Matt Faizey of M&G Transport (Directly Elected BAR Director) to discuss Training & Apprenticeships in the industry. Bob Tree of Basil Fry acted as chairman/presenter and meeting participants talked frankly about the
problems of training staff who subsequently leave, the poor perception of the industry, problems of recruitment and ageing staff and the need to demonstrate at schools level the possibility of a career in logistics. Plenty of useful suggestions were shared on how to motivate staff beyond the simple issue of pay, and the importance of training in raising the self-esteem and confidence of employees. The meeting was sponsored by Wellers, Basil Fry & Co, and Red Recruit and Referenceline. Proceeds of a raffle at the meeting were donated to the Removers Benevolent Association BA, and a hamper of goodies was generously donated by Red Recruit. The New Met Area also held an annual general meeting where it was agreed to expand the Committee, preferably adding someone with IT skills. The next meeting will be on Thursday, 21 June 2012 at ICM Gerson Ltd, Potters Bar.
Looking forward to hearing from you soon. The Editorial Team at R&S E: rands-editorial@analyticamedia.com T: 020 3235 1806
24 Removals & Storage May 2012
The Professional Advisers Panel is a brand new initiative specifically designed to offer members extended support across every aspect of their business. This is a development of our highly successful Insurance Broker Panel scheme whereby BAR members receive unlimited support, guidance and advice from qualified specialist companies within the UK. We are constantly
looking at ways to support our members businesses; therefore, if this initiative proves to be a success, we will develop the Professional Advisers Panel even further into other relevant areas such as Health & Safety and Environmental services.
For any FREE* independent insurance, financial or legal advice, please contact a BAR Professional Adviser partner.
Insurance
Basil Fry & Co Ltd Reason Global Insurance
Financial
Wellers
Legal
Backhouse Jones Solicitors
in association with
BAR News
DOMESTIC
MOVER OF THE YEAR
2011-1 2
DOMESTIC
MOVER OF THE YEAR
2011-1 2
ongratulations to the following BAR Member companies who have successfully qualified as finalists for the Domestic Mover of the Year 2012. Matt Purdie & Sons Ltd , Bathgate Matt Purdie & Sons Ltd, Kilmarnock M.J.Christophers & Son Certificate of Merit Well done to the following companies who will be presented with a Certificate of Merit: Andrews of Kent International Removals & Storage Britannia Anchor Removals Ltd Maidmans Removals & Storage Reddaways Removals Ltd Richard Healey Removals Ltd Who will become the next Domestic Mover of the Year? Find out at the BAR Conference on Saturday 19th May 2012 where the winner will be announced. Good Luck to all of this years DMOTY finalists! Donation of a prize:
. J. Christophers and Son is a family owned firm in its third generation located on the north coast of picturesque Cornwall. The company offers a wide range of services, primarily domestic removals and storage within the UK, European and Overseas removals, using its purpose-built fleet of vehicles from two containerised warehouses. With its South Western location we offer trade assistance to fellow BAR Members. M.J.Christophers is extremely proud to have held the European Standard for Household Furniture Removals (BS EN 12522) since 1999, shortly after the standard was introduced. Its long-standing staff are loyal, dedicated and committed to providing a high quality service from enquiries through to completed removals. The company continuously strives to maintain and improve standards, and provides a personal and professional service every time, which is reflected through comments in its quality questionnaires, being DMotY Finalists last year and the accolade of being a Finalist again this year.
Location: Newquay, Cornwall
ilmarnock Removals International was started in 1976 by Lynda and Bill Kerr, long-time BAR Members and avid supporters of the association. Since joining Matt Purdie & Sons Ltd in 2009 when Lynda and Bill retired, the company has added two vehicles to their fleet, increased the number of operations staff by 40 per cent and brought staff training into line with the other Matt Purdie & Sons branches.Over the last three years, Matt Purdie & Sons, Kilmarnock trading as Kilmarnock Removals International has also obtained three quality standards, BS EN 12522, BS EN 15696 and BS EN 14873. Director Matt Campbell says we are delighted to be Finalists this year. Being in the final three is just reward for the hard work and dedication and professional standards shown by our staff in the last 12 months. Some of the staff have been with the team for nearly 25 years.
Kilmarnock, East Ayrshire Matt Campbell 11 5 14,000 ft2
Principals: Mike Christopher (Senior) Mike Christopher (Junior) Lynette Christopher Employees: 10 Number of Vehicles: 6 Size of warehouse(s): 10,000 ft2
BAR News
DOMESTIC
MOVER OF THE YEAR
2011-1 2
att Purdie & Sons Ltd, Bathgate is proud to have reached the final of DMotY, the most prestigious award within the removals industry. As Central Scotlands largest removal company, Matt Purdie & Sons offers a complete range of removal services including UK domestic removals and storage, European and Overseas removals. It is the only British company to have achieved all five industry related British (BS) and European (EN) Standards in all aspects of moving services, including the Kitemark, and is inspected and audited independently on an annual basis. The company is striving to become more environmentally conscious and is currently working to the Environmental Management Standard (ISO 14001), due to be audited later in May. Company owner Matt Purdie says to reach the final three times in four years is a huge accolade for the Bathgate branch. The increased staff morale and percentage of enquiries converted are directly attributed to DMOTY, the most prestigious award in our industry.
Location: Principals: Blackburn, West Lothian Matt Purdie Archie Purdie Audrey Smillie Neil Purdie 34 15 45,000 ft2
BAR News
Young Movers
hey heard an eye-opening and informative presentation from BAR Director of Marketing, Caroline Suard about cost effective marketing solutions and best practices. Carolines presentation caught the imagination of the Young Movers; she talked about how to use free marketing tools to the best effect, gave tips on website optimisation and how to analyse your website information and statistics. She also talked about how businesses are now using social media and how BAR Members can benefit from the corporate alliances she has created. After this, the Young Movers went on a wild foot safari where they saw animals such as lemurs, monkeys, giant turtles, penguins, sealions and lynxes. Some then went around the Safari Park in their cars to see the larger animals, and they spotted ostriches, elephants, lions, tigers, zebra, camels and some very cheeky monkeys! Of course, the Young Movers continued their networking in the evening with a nice meal together, a glass or two and some pretty energetic dance moves!
BAR News
of nearly 1 per cent. Moves to European countries in Q1 2012 showed a good deal of fluctuation, recording a 29 per cent increase in January, a 16 per cent increase in February and an 18 per cent decrease in March. The top European removal destination for Q1 2011 was France followed by Spain and then Switzerland. The top European removal destination for Q1 2012 was Spain followed by Germany and then France and Switzerland. Moves to non-European countries continued to decline in 2012, with a year to date decrease of 10 per cent in Q1, reflecting the fact that while the statistics show there are reasons to be cheerful for some, the market overall is still in a fragile condition. At this moment in time business is very tough in the removal industry, Tony Allen, of EasyMove (Bristol) told R&S. We are doing our utmost to secure any work that is available. The top Overseas (non-European) removal destination for Q1 2011 was Australia followed by USA and then New Zealand. The top Overseas (non-European) removal destination
for Q1 2012 was USA followed by Australia and then New Zealand.
BAR would like to thank those Members who have participated in the Industry Surveys. There will be a new approach to presenting industry statistics. Full details to follow soon. For more information, please contact the Commercial Department: commercial@bar.co.uk or call 01923 699 483
Mar 2.28%
Feb -8.06%
BAR News
BAR News
welve times a year the European Parliament, which carries out most of its everyday work in Brussels, meets in its official seat, the medieval French city of Strasbourg. This historic town, which over the course of the centuries has been fought over and governed by both French and Germans, has become a symbol of European unity and reconciliation and is home to countless European institutions. At the invitation of Member of European Parliament Mike Nattrass, a small group of BAR Members visited the city for the March sitting of the Parliament. It was a fantastic trip an excellent mix of business and pleasure, Brian Maidman, Managing Director of Maidmans, says. It was very interesting to see how we can get the ears of MEPs and make our case heard as BAR Members if we approach the European institutions in the right, structured way. It was a real eye-opener. The organisation of the BAR expedition was pitch-perfect, with no problems encountered on the high speed rail line from London to Paris Gare du Nord and a smooth transfer to the Gare de lEst. It was then on to another high speed train to Strasbourg and to an excellent hotel in the city centre and a dinner on the first night of local delicacies and beers. The following morning, Mike Nattrass invited the team into the public gallery of the European Parliament, where they could listen to a debate on the Greek bailout, before a Maltese civil servant gave an extensive and informative overview of how the various European institutions work together. I found the talk very helpful and useful, John Luxford, Managing Director of Luxfords of Weybridge told R&S. It
explained very well how the system works, why it matters, and put it all into perspective. We hear a lot in the British press about some of the more unhelpful EU laws, according to John, and its easy to be anti-Europe and blame Europe for legislation. But most of the laws actually make sense, and the transport laws that affect removal companies seem fair enough and common sense. Its important for us that there is Europe-wide legislation and that the general rules are the same. While Mike Nattrass didnt necessarily convert us all to UKIP hes an entertaining guy and a great host, and were very grateful for his time and company! The BAR Members were also able to see some other European institutions on a trip through Strasbourgs historic canals in the afternoon, including the Council of Europe, which is a different and older organisation than the European Union, and was founded in 1949 on the inspiration of Winston Churchill. The Council, which now has 47 member states, ollowing the Lisbon Treaty signed in F 2007, the Parliament has much more power to influence European legislation. he Parliament budget funds the T running of an institution with 736 Members and 23 official working languages. The 2011, the Parliaments budget amounted to EUR 1.686bn. he UK has chaired the Council of T Europe since November 2011 and is due to pass on the chairmanship to Albania on 14 May 2012. he UK will next hold the Presidency of T the EU in 2017.
established the European Court of Human Rights, which is also based in Strasbourg. The river trip was fascinating, Brian told R&S. In addition to all the European political activities, Strasbourg has an interesting (and at times gruesome) history and is full of medieval architecture. I would definitely return. During the journey, one of the topics the group discussed was the possibility of BAR organising study groups to Europe, perhaps under the auspices of the Young Movers, to visit other removal and self-storage companies with stateof-the-art facilities, for example in France, Belgium and the Netherlands. According to John, Study tours are an excellent opportunity not only to find out how other companies do things abroad, but also to talk to other Members and network. Brian agrees: The Strasbourg trip was so well organised by Tracy Britten of BAR and so interesting that we think a similar study tour could be of real value to other BAR Members.
Keynote Speech
Dont miss Mike Nattrass keynote speech at the BAR Annual Conference on Saturday 19th May. Mike is likely to be an interesting speaker who will challenge our thoughts on how the EU functions. There is still time to register: see www.bar.co.uk/conference2012.aspx.
ne of the Parliaments main roles is to O scrutinise other EU institutions, particularly the European Commission, to make sure they are working democratically he first direct elections to the European T Parliament took place in 1979. The current MEPs were elected in 2009 and will serve until 2014.
The conference has always been a very positive experience for BAR Services. We get to talk to our customers about what they really want, whether that is new services, new products or simply just advice, comments Miranda. We dont want to be the anonymous voice at the end of of the phone, we want our customers to know who we are as we feel this helps build and improve our working relationships. The company has attended the BAR conference since BAR Services began in the 1970s and any regular conference goers will know Miranda and Ali from many of these events. This year they will also be joined by their new Account Manager, Tim Oliver. No doubt, many of you will already have had a visit from Tim but for those of you who havent, this is the ideal time to discuss with him any packaging issues you may have or to book an appointment. The conference stand is the ideal place for you to talk to the team and see what new products are now available. This year BAR have also provided all suppliers attending the conference with a fifteen minute showcase to be able to provide further information on any new and innovative products that will be of interest to the removal industry. BAR Services will be showcasing its revolutionary new RB flute cartons. As you will already no doubt know, BAR Services has
recently launched a new range of corrugated cases that are manufactured using RB-flute. RB-flute is a new type of corrugated fluting that is smaller, flatter and closer together than BC flute so consequently, it has major benefits to the removal industry. The specially designed shape and pitch of the flute means more corrugated can be loaded on to a pallet. This leads to fewer deliveries to handle therefore savings in logistics and less storage space requirements. These factors lead to a reduction in its cost. With orders already in excess of 100,000, the product has been well received and BAR Services has found feedback to be very encouraging. They will be talking in detail about the benefits of this product at the BAR Services show case on Friday 18 May at 4.25pm, so please feel free to join them and be able to see a sample of this corrugated board. BAR Services know you will have a busy few
days attending workshops, discussions, not to mention the evenings entertainment, but dont forget to visit the team if you are attending. Miranda, Ali and Tim will look forward to seeing Members at the conference, to both meet their new customers and to catch up with existing ones.
BAR Services Moorhall Sandhawes Lane East Grinstead West Sussex RH19 3NR Tel: 01342 870087 Email: sales@barservices.co.uk
he transport industry has welcomed the decision by Mayor of London, Boris Johnson (pictured), not to increase parking fines to 200 during the Olympics. John Mitchell, Managing Director of Pluscrates who spoke out against the plans in the February 2012 issue of R&S said: the challenges facing vehicle operators in the capital during the London Olympics are going to be difficult enough without the added burden of increased fines. This U turn is a triumph of common sense over financial opportunism. The Freight Transport Association said that the Olympics and Paralympics are likely to see commercial vehicle operators attract more Penalty Charge Notices as they try to feed greater demand for goods against a backdrop of severe road restrictions. A higher PCN level would have penalised those companies who unfairly attract PCNs in the course of keeping Londons high streets well stocked; a function that is of even greater importance when London plays host to the worlds greatest event this summer, FTA said. The cost of PCNs issued to trucks and vans in London has been rising steadily and has increased by 30% in just two-and-a-half years. Natalie Chapman, FTAs Head of Policy for London, said while the number of tickets issued to our members rose by 30%, London Councils data shows the number of PCNs
L
issued to all road users, including motorists, actually reduced over the same period. This suggests there is a need for commercial vehicle operators to improve their understanding of how certain parking restrictions apply. As well as training drivers and identifying PCN hotspots, a welltargeted and intelligent approach to appealing unfair PCNs could save some companies hundreds of thousands of pounds a year. As well as providing great opportunities, this summer is going to pose an enormous challenge for the logistics sector in London the last thing it needs are further financial burdens. Todays decision by the Mayor will go a long way to stop the spiralling costs of delivering to businesses and residents in London during the Games.
T
apart from the roads needed to build the Cycle Time Trial venue at Hampton Court Palace. For more information, see the Olympics section of the BAR website and www. getaheadofthegames.com for details and advice on routes. Drivers are advised to avoid the areas on competition days, but if journeys are absolutely necessary they should use all of the information provided by TfL to plan their route carefully and leave additional time for journeys. Along one section of the Olympic Route Network, the Euston Road, City Road and Commercial Street, some bus stops and pedestrian crossings will be suspended, with some banned right turns on event days. ORN on Road Event days will be in operation on 28 and 29 July, and 1, 4, 5, 7, 11, 12 August for the Olympics and on 9 September for the Paralympics.
Out-of-hours deliveries
s mentioned in the February 2012 issue of R&S, TfL has also developed a code of practice for out-of-hours delivery and servicing during the Games. This is designed to provide businesses and delivery companies with simple, practical guidance on how to minimise noise from night-time deliveries. For more information visit www.tfl.gov.uk/assets/downloads/code-of-practice-out-of-hoursdeliveries.pdf
constantly being told about the internal benefits that companies have gained: staff are more aware of what is expected of them and what processes to follow. The establishment of written procedures often teases out clumsy, outdated working practices and brings consistency and reduces errors. Errors cost money and lose customers! Do you think the public perception of the industry has altered much over the last ten years? In general, many removers have become considerably more professional. Unfortunately there is still an army of man and van operators out there, using untrained labour and the most basic of equipment, providing shoddy services for cash. They continue to bring a bad name to our industry and in the eyes of the public we struggle to shrug off that bungling, Steptoe image. Membership of BAR and the holding of quality standards counters this to some extent but sadly (and unfairly) I think many people still take a rather outdated view of us. How do you think the industry will develop in the future? Firstly, thats a tricky one because we are so dependent on outside influences e.g. the economy, global mobility, the business climate, and we are largely at their mercy. We cannot sell the need to move, we can only react and provide a service when people have already made their own decision. Secondly, theres no question that technology changes the way businesses operate, but because we are not a particularly rich industry especially at the present time we have been relatively slow to adopt it. But, it will come to all, in time, and it will change radically the way many removers communicate and operate.
Bath branch. In 1987 I was the National chairman of IFWRI later to become The Movers Institute. In 1996 I returned to London as the General Secretary for BAR. When/how did you get into auditing? After retiring from BAR in 2009 and not wishing to face the cliff-edge descent into a life of enforced idleness, it seemed a natural progression to become qualified as an external auditor, to use my knowledge of the Standards, membership criteria and the industry in general and offer my services to QSS Ltd. What do you most like about the job? Helping those who wish to do better. Auditors are not always the most welcome visitors, but a policeman doesnt have to be a stormtrooper. What do you think the audit system does to enhance the removal industrys profile? Companies gain self-confidence and prestige and this reflects in how they perform and helps to create a more professional image to the moving public.
Melissa Fowler
What was your route to working for QSS? I began working at BAR in September 2007 as a temp. I became permanent in July 2008 working as a receptionist and doing many other duties as well. I enjoyed being involved in the work of different departments within BAR. I was promoted at the beginning of 2011 to Administrator which involves working for three departments: working for QSS in the mornings and Regulatory (dealing with inspections and complaints) in the afternoons, as well as Support answering phones, setting up meetings etc. What do you do specifically for QSS? I deal with the administrative side for QSS which includes a variety of activities. I do much of the support work for the auditors,
Robert Syers
Industry expertise: I joined Moves of London first as a van driver, then as a manager. I moved to the West Country in 1979 working for Bishops Move, Exeter, later taking on responsibility for the
such as liaising with the British Standards Institution (BSI) and ensuring that they receive all the relevant paperwork, so that everybody else in our team is able to get on with their jobs.
then became a manager. After this I had a spell with Seagraves, Pit and Scott (Pickfords) then Clark & Rose before joining BAR as their field officer/trainer. After nine years I joined QSS. What pleases/displeases you about the auditing procedure? I like to see how companies have developed since joining BAR. It pleases me when companies have prepared for the audit and I am disappointed when others are not ready. What do you think the audit system does to enhance the removal industrys profile? It gives the companies an extra set of eyes to look from outside at what they are doing and it helps to ensure that they comply with current legislation.
Peter Thomas
Industry expertise: Before establishing myself as an auditor I came from a consultancy background. I have more than 20 years experience of warehousing and haulage plus about 12 years experience in removals. How long have you been working as a quality auditor? I have been a practising management systems auditor for over 25 years and specialise in the three management systems standards, ISO 9001, ISO 14001 and OHSAS 18001, being able to assist in installing or auditing any two or all three of these systems. You are said to have many qualifications in the field of quality. Is that so? Yes, I do prefer the more challenging tasks of Integrated Management Systems and of Integrated Records & Archive Management systems and am a Fellow of the Chartered Quality Institute and am a Chartered Quality Professional.
Sarah Rowlands
Industry expertise: I began my removals career in October 1980 with Anglo Pacific, London. I started on the Baggage Sales Desk and was Removals Manager when I left in 1992. How did you get into auditing? After having been made redundant from UTS in 1997 I moved back to Wales from London and became self-employed. I met Mike Sarl (Sterling) at a party in 1998 and he asked me if I would like to help them with the recently introduced FAIM certification, which then led to working with about 25 international removal companies and this gave me a good insight into quality standards. This led to becoming an auditor for QSS in 2006. What pleases/displeases you about the auditing procedure? Its nice to put faces to names. I feel that I have built a good working relationship with my clients, especially those that I have been visiting for some time. I look forward to seeing them. I cover South & Mid Wales, the M5 corridor up to Birmingham, South West, across to Abingdon and down to Bournemouth. Sometimes the longer journeys can be troublesome. and I feel that it shows a lack of commitment not only for the auditor but the audit process (the Standard itself) when companies are not ready for their audit. What do you think the audit system does to enhance the removal industrys profile? Its a good way of checking their systems and sometimes throws up alarming results e.g. vehicles not being serviced, no manual handling records. Most of all, it gives companies the opportunity of having something to aspire to.
George Sutherland
Industry expertise: I worked in the transport industry for over 40 years and first became involved in the removals sector when I became Managing Director of Rentacrate in 1984. How did you begin working as an auditor? I sold my interest in a removals company in 2004. In 2005 I was approached by David Trenchard and Tony Allen at a BAR Services board meeting who asked if I would be interested in working for QSS because of my experience in the industry. What pleases/displeases you about the auditing procedure? I like renewing old contacts and meeting new ones as well as supporting owner/managers in the current tough economic environment. I cover the South East and East Anglia. It is annoying to arrive at a company which has been advised that I will be coming and finding nothing has been done to prepare for the inspection. This lengthens the time both I and the owner/ manager have to spend on it. Time is money as they say! What do you think the audit system does to enhance the removal industrys profile? Professionalism, while endeavouring to keep the remover up-to-date with key membership and legal requirements, which can, and do, slip between the cracks when removers are busy running day-to-day operations.
Lynne Thomas
Industry expertise: I began my working career as a professional musician but married into the removals industry. I worked in the family business until it was sold to Trans Euro and there that I began to work in the area of quality under the tutelage of Chris Waymouth. Is it your impression that removals companies are diversifying into alternative, related areas? As I go around the country I see many different things that removal companies do to try to earn a little more income. One has a caravan park, another makes space available for lorries having to park-up overnight. Recently I saw a company which had installed solar panels. What I like to see are companies who have side-stepped removals and diversified into document and archive storage, shredding and other semi-related areas, which make use of the underutilised warehouse and yard. In your opinion how, and why, does a quality standard alter the direction of a company? I think it improves the continuous standard of the company: making it more professional. I have noticed that immediately a company begins to work towards attaining a Quality Standard the workforce appears to have a higher opinion of itself and crews and office staff take even more pride in their jobs.
May 2012 Removals & Storage 41
Peter Gawthrop
Industry expertise: After leaving school I did an apprenticeship in signal and telecommunications for British Rail and then worked for the Cambridgeshire police force as a traffic officer. I joined Proctors Removals of Cambridge as an estimator and
Contact
Please contact Chris Waymouth on T: 01923 699480 or E: chris.waymouth@bar.co.uk
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.
he website has been developed to provide information to anyone involved in a relocation tender or who is looking for commercial moving information. Our aim with this new website is to give more visibility to CMG Members and to increase leads generated online, Caroline Suard, BAR Director of Marketing, told R&S. The website has been designed and structured to provide extremely practical and immediate assistance to anyone looking to organise a commercial move in the public or private sectors. It clearly positions the BAR CMG Members as leading professionals in the commercial sector, with high quality of service and nationwide coverage. Only CMG Members will be listed on the Member directory to ensure that anyone using the website will know that these companies have attained the stringent criteria for commercial moving required for membership of the CMG. Free, targeted sales leads Mark Herrington, the Chairman of the CMG, introduces the specialist group of companies and explains how the CMG is organised and the range of services that CMG Members offer. As well as having a very professional external facing function, the website will create a useful portal for CMG Members. The site sets out how to make the most of the CMG Membership, including full access to marketing materials and CMG terms and conditions. It also provides information on training and suppliers. CMG Members will receive their login
access information by 4 May. This will allow them to enter the Member Only Area, which includes the CMG Forum/Social Networking area to share best practice with other removers and access the latest BAR and industry news. Members can also access industry-specific market leads. The free monthly sales leads for relocation projects throughout the UK are likely to prove an attractive offering for CMG Members. The Member area of the website will publish 10 free targeted sales leads every month. BAR has teamed up with construction data specialists Lead-In Research who track and enhance occupier data for commercial and
industrial premises, providing vital contact data for businesses looking to supply services to those moving, extending or refurbishing. As R&S went to press, the CMG website was due to be launched on 2 May. It was designed by Zooble Technologies Ltd, the CMG marketing group and in collaboration with the CMG Council and CMG Membership. Check it out at www.barcmg.co.uk For more information, please contact Caroline Suard in the BAR Commercial Department on +44 (0)1923 699 483, or email caroline.suard@bar.co.uk
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. To read the feedback from the large numbers of people participating in these courses during the months of March and April, please go to www.removalstraining.co.uk.
Introduction to Estimating
People who were new to estimating felt more confident after this course in using techniques for cubing furniture and estimating the effects. They clearly understood the unit system by the end of the course and proved this when cubing the furniture in the training room.
Commercial Estimating
Participants: BARTS delivered the new 1-day training course at BAR HQ, Watford to 6 delegates from Britannia Ryans, Business Moves, Cadogan Tate, J A Steel and Alexanders Removals. Most of the attendees had experience in estimating but felt that they needed further knowledge to estimate commercial properties. Peter Walters explained to the group how to simplify cubing up large amounts of furniture and effects without being daunted by the scale of some commercial moves, and also how to identify potential problems that may easily be overlooked when estimating.
Export wrapping
Participants: BARTS delivered a 1-day training course in export wrapping at the premises of Britannia Movers International, Croydon to 11 operatives from the host depot and other companies within the Britannia group. Some of the delegates had some experience of export wrapping but most had little or no experience. Areas Covered: After the morning spent on the theory, explaining the types of materials used, the standard required and labelling, the afternoon was used to demonstrate and let the group practice with a selection of furniture, they worked in pairs and the efforts were mixed, some made a good attempt of wrapping and some were asked to start again and re-wrap the items, they really invested more time and thought in the process and there was a massive improvement. By the end of the training session, they had all proved to Peter that they knew and fully understood the standard required for export wrapping and no doubt more practice will make perfect.
Introduction to Estimating
Ideal for staff who are new to the role. This 1 day course focuses on teaching students the unit system, methods of estimating, risk assessment, the role of the Estimator and selling services to the customer Quantity Assessment The Role of the Estimator Health & Safety Contract Conditions Communication Techniques Removals Insurance
BRAND NEW
for 2012!
prices start from as little as 49.25 + vat per driver, delivered on site at your premises
Training News
Driver CPC
Participants: BARTS delivered another Driver CPC training course for Express Removals of Bexhill. Modules: Physical Risk which covers drivers diets and the dangers of bad diet, ergonomic principals and bad posture, and Risk Assessment which covers the five steps to risk assessment. delegates appreciated that sometimes we all take our bodies for granted when it comes to Manual Handling, especially when looking after our backs, and he hopes all will bear in mind the correct lifting procedures in the future. Vehicle loading was also a refresher module as most of the trainees had experience in vehicle loading, but they received good pointers on vehicle positioning. Participants: a 3-day Driver CPC training course for 13 drivers of UTS Bournes. Modules: 2 modules were delivered each day: Safe and Efficient Driving, Customer Image and Customer Care, Emergency Situations, Manual Handling, Prevention of Physical Risk and Risk Assessment. All of the drivers participated well and shared many views on all of the modules. As with previous courses at UTS Bournes, these 3 days were a good humoured affair. From Peters experience in the industry, people working in the removals trade have a unique sense of humour and this shone through particularly with both of the groups of drivers from UTS Bournes. Areas covered: The morning session was theory based and focussed on the correct lifting techniques, types of injury caused through Manual Handling, double handed lifts and team lifts. The afternoon session was the practical part of the course and showed the trainees the versatility of the webbing as opposed to lifting straps. Peter demonstrated how to secure sofa beds, wardrobe and cupboard doors and how to strengthen weakened items of furniture using the webbing. He also demonstrated how to use the webbing as a lifting aid this went down well with the trainees who all took part in carrying a 4-drawer filing cabinet up the stairs. They all agreed that using the webbing was much easier.
Participants: BARTS delivered a 1 day Driver CPC training course at the premises of Camp Hopson to drivers from 3 removal companies; Camp Hopson Removals, Woods Removals and Easy Move. Modules: Manual Handling & Vehicle Loading. Although the course was more of a refresher for the teams, Peter felt that the
European News
European News R&S is grateful to FEDEMAC for its contribution to this section
News Roundup
The European Commission has changed its rules on mega lorries and will now allow the vehicles to cross the borders of member states that are trialling them.
arguments presented by both vehicle manufacturers and green NGOs, calling for the rules to facilitate aerodynamic streamlining of trucks. This would provide both significant improvements in fuel efficiency (with economic and environmental benefits) and contribute to road safety. Limited changes to the dimensions rules to permit 45-foot containers to be carried may also be appropriate given their increasing use in international trade. I expect to make final proposals for these amendments towards the end of the year. Members of the European Parliament immediately reacted against the move to allow cross-border trials, and after a lively debate with Transport Committee MEPs, Mr Kallas said I will think it over again. He said he had not realised that the issue was that sensitive since no Member State will have to accept longer trucks on its territory if it does not wish to.
he modular mega lorries, also known as gigaliners, can be up to 25m long and weigh 60 tonnes. Countries which are trialling the vehicles include the Netherlands and the Nordic countries, while trials are also planned in some German states. No other EU Member State allows the vehicles to use its roads. So far, the trials have been restricted only to the roads of an individual Member State. However, at the end of March, Transport Commissioner Siim Kallas said that the vehicles would be able to move across the borders of participating countries, as part of the trials. Mr Kallas said the move did not reflect a change of policy, but a different interpretation of existing legislation. There are still no plans to require the mega trucks to be accepted on all European roads. However, he said that as part of the on-going consultation on changes to European legislation on the weights and dimensions of road vehicles, I have been impressed by the
he next MoeLo, International Trade Fair for Furniture Logistics, will take place 19-21 September 2013 in Kassel, Germany. AM, the German movers association, encourages all members of FEDEMAC to visit this exhibition, and participate in its interesting lectures, and an evening event for all visitors and exhibitors at the MoeLo. AM hopes this event will be a great opportunity for members of the industry to share professional information and to meet colleagues from all over Europe.
oing business in more than one Member State in the European Union often means dealing with several tax administrations in different languages and can be very burdensome and costly for companies. However, the European Commission has now taken a first step towards a One Stop Shop for all electronically delivered services that will benefit businesses as from 1 January 2015. Algirdas emeta, European Commissioner for Taxation, said the complexity of the current EU VAT system is an obstacle to
ill Webb of Webbs International Removals on the Spanish island of Majorca has drawn our attention to a recent price-fixing case that may partly explain some of the high price of moving to the Balearic Islands. At the end of February, the Commission of Fair Trading (CNC), the Spanish competition authority, slapped combined fines of EUR 54m on the five major ferry lines in the Balearics, after it had found the companies were running a cartel and had an agreement to divide the maritime market between them to keep prices high. Ive been saying this for years, Bill says. 110 euros a linear metre for a truck, at least, says it all! The companies involved in the cartel were Trasmediterrnea, Balearia, Islea Martima de Contenedores, Sercomisa and Mediterrnea Pitiusa. According to the CNC, routes affected were the Spanish mainland to the Balearic Islands and also lines between the islands themselves.
European News R&S is grateful to FEDEMAC for its contribution to this section
new Association is born! I wish the Bulgarian Movers Association (BMA) a warm welcome. Im very proud of this success. FEDEMAC worked intensively and with great determination to achieve this goal. And I am also grateful to our existing Bulgarian Direct Affiliates, Matrix Relocations and Movex, for their time and the efforts they dedicated to this project. At the outset with Bulgaria, I was told that it was an insane project because it would be impossible to put together the Bulgarian movers to form a national association. However FEDEMAC succeeded, only three months later than planned (General Assembly 2011). I used to be a good salesman so when the gauntlet was handed to me, I found it to be a stimulating challenge! It is important that there is an association for Bulgaria because, like in the rest of Europe, movers need to express their local needs with a single voice to national and EU institutions. FEDEMAC met a number of times with leading Bulgarian movers to discuss the formation of the BMA. An effective coordination role has since been played by Dr Ellen Troska from FEDEMACs headquarters and by FEDEMAC Board member, Stephen Vickers, who assisted by providing the statutes and bye laws of BAR, as a guide. These were unanimously accepted with a few amendments to comply
with Bulgarian national law The Bulgarian movers then arranged their inaugural meeting, on 10 March, and by agreeing the statutes and bye laws they all witnessed the birth of BMA. (I suggested the name to be the Bulgarian Removers Association, BRA, but Stephen Vickers wisely convinced them of using BMA!) The first General Assembly, held on the same day, ended with the unanimous decision to also apply for FEDEMAC membership. As the Association has just been formed and is finding it difficult to meet the various operational and start-up costs, I am proposing the BMA for immediate membership, without payment of subscription fees for the remainder of 2012. I hope FEDEMAC members will all agree to this. FEDEMACs wide reach FEDEMAC currently represents at the European level: 14 full Member National Associations, namely: Austria (OEMTV), Belgium (CBD/BVK), Denmark (DMF), France (CSD), Great Britain (BAR), Germany (AM), Hungary (MAKOESZ), Italy (AITI), Luxemburg (Fdlux), Netherlands (OEV), Norway (FIDI Norway), Spain (FEDEM), Sweden (SMF) and Switzerland (ASTAG) but soon 15 with the addition of Bulgaria (BMA).
18 Direct Affiliates in Bulgaria (Matrix and Movex), Croatia (Credo), Cyprus (Orbit), Finland (NIEMI), Greece (Teletrans), Ireland (RelocateDC), Latvia (FFInternational), Malta (DOM, Thomas Smith and Cube Relocation), Poland (Euromove and Universal Express), Portugal (Global International Relocation), Romania (CDD Relocation and Rilvan), Slovakia (Triv) and Slovenia with Vatovec Relocations. Given that we represent national associations from 27 countries means that FEDEMAC wields considerable political power for its lobbying activities at EU levels. Whats next? I leave the FEDEMAC Chair in September, however before that my ambition is for FEDEMAC to repeat the same success story we have had in Bulgaria with projects to form national associations in Greece, Poland and Portugal. Direct Affiliates are a great help when they respond promptly to FEDEMAC and when they actively represent FEDEMAC with local Institutions. However, it is FEDEMACs long-term aim to have a national association as its member in each country, representing the overall interest of the moving industry rather than a few companies. Dear Greek, Polish and Portuguese movers, see you soon!
or Philip Wildman of Basil Fry & Co, it comes as no surprise to see that the majority of marine insurance claims relate to consignments bound to Australia. After all, it is the most common destination for overseas removals from the UK, he says. But the surprise is that, according to the most recent figures supplied by the Movers Trading Club (MTC) in relation to 2009, 2010 and 2011, summarised in the pie charts, the volumes shipped to the USA were not far behind. Philip explains that to find out the reason for this and whether there are particular features to be aware of with the various major destinations you need to look at the claim pie charts prepared by Basil Fry & Co which summarise claims numbers for the last three years. It is worth noting that Reason Global also confirm similar trends in claims figures. These show that Australia generates around a third of all claims, although this figure is gradually diminishing through the three year period. Numerically there are far more shipments to Australia rather than the USA with average volumes being much smaller. Further, the corporate move market to the USA is greater with associated higher qualities of packing and handling. New Zealand, Canada and South Africa are
50 Removals & Storage May 2012
of course the other traditional strong markets but, according to the two specialist insurance brokers, the Middle and Far East are becoming increasingly important reflecting the impact of the world economic situation against the traditional migrant market. Philip also mentions that customs are a big issue so far as Australia and New Zealand are concerned, particularly when it comes to the respective Australian Quarantine and Inspection Service (AQIS) and New Zealand Ministry of Agriculture and Forestry (MAF) requirements. Having customs heavy handling and inspection of a consignment is never a good thing, he told R&S. Your customers really do need to be made aware of the extent of these regulations as customs handling does increase claim costs. After the 9/11 attacks in the USA, heavy handed customs inspections did increase claim costs but that has improved in recent years. Keep the destination in mind Pilferage issues need to be guarded against in South Africa. According to Philip, In the past clothes often went missing but more recently electrical items, CDs and computer games have become more of a target. Naturally, this is something where working closely with your
South African agents can help to avoid these problems. Mould and mildew damage is still excluded from many policies but where removals companies offer the customer the choice of insuring against these risks, Basil Fry & Co suggest you might like to bear in mind the destination. Higher levels of humidity and temperature can accelerate this type of damage so this can be an obvious issue for certain exotic destinations. For the more mainstream locations, the southern states of America can be an issue in the summer months as can the more equatorial parts of Australia. Cars, particularly convertibles, can be susceptible to mould attack when destined to more humid destinations. We have also experienced some problems where cars are shipped in reefer containers, says Philip. Changing types of commodity can create new issues. Flat screen televisions and monitors need careful handling to ensure that any pressure on the screen is avoided. The screens can stop working even if there is no external damage if an item has pressed against them in the course of transit. Leather furniture is more common these days and can suffer from pressure imprints from packing materials particularly to Australia.
Careful choice of agents is obviously important and you can use commercial pressure to ensure that they provide a good service. Too often, careless unpacking can cause damages particularly when stanley knives are extravagantly brandished. Making promises to customers that are not fulfilled creates bad feelings which can often be manifest in exaggerated claims, Philip advises. For example, we have had a few occasions recently where goods that were supposed to be crated have not been and are damaged as a result. Claims then become exaggerated beyond the damage to the non crated items as the customer feels let down. Finally the awkward claimants. Both Basil Fry & Co and Reason Global have noted that, for some reason recently, most awkward claims seem to be emanating from New Zealand bound migrants. We have no idea of the reason why but there must be something in the air down there! says Philip Wildman. R&S gratefully thanks Moore Shanks of the Movers Trading Club for all the support in supplying the most up-to-date data. For more information and analysis of this data, please contact:
Quarterly Volumes outbound worldwide from United Kingdom expressed in 20ft units
2009
2010
Philip Wildman, ACII Chartered Insurance Broker, MD Basil Fry & Co. Ltd E: philipw@basilfry.co.uk; T: 01372 385985
Nicholas Marshall, ACII Executive Director, Reason Global E: nicholasmarshall@reason-global.com; T:01273 200484
2011
Flat screen televisions and monitors need careful handling to ensure that any pressure on the screen is avoided. The screens can stop working even if there is no external damage if an item has pressed against them in the course of transit.
PHS Teacrate:
Your one-stop-shop for crates and packaging a partner that delivers
PHS Teacrate is a leading crate rental supplier to the removal industry, and a committed and long-term partner to BAR. Gordon Philip, Commercial Director, talks to R&S about how Teacrate is supporting BAR Members by listening to their concerns for the future, investing in innovation and building long-term relationships.
HS Teacrate has offered its range of crate and handling equipment rental services to the removals industry for over 20 years. Over the course of the last two decades, the company has expanded its product and service offering to include a range of packaging consumables in response to feedback from BAR Members. As a result, PHS Teacrate can now provide the industry with a one stop shop for all their packaging and handling requirements, Gordon Philip says. This has brought immediate benefits to BAR Members who can tap into the convenience and efficiencies of working with one national supplier for these related services. The company has been a committed supporter of BAR over the years, not only as sponsors of various BAR events but as attendees at the local area meetings. For Gordon: Our association with BAR has allowed us to maintain our independence from any single removal company, preferring to offer a level playing field to all. We have developed a range of support services to our clients to help them grow. Many BAR Members are on friendly terms with a range of Teacrate personnel, such as business development managers and local depot managers. The discussion forum that BAR meetings offer is ideal to ensure that we are on hand to support and listen to our customers and to help us tailor our offering to specific member needs, Gordon explains. We believe its essential for us to offer support to
52 Removals & Storage May 2012
BAR Members from the grass roots all the way up to our sponsorship of national high profile events such as the CMotY award. Affiliate membership of BAR has allowed us to work with like-minded companies who believe that service is paramount. Innovation in e-commerce As with every successful company in any field, one of the keys to the continued leadership of Teacrate has been its investment in innovation over the years. The popular Cratelink system of online crate ordering and tracking is the most prominent example of this; Teacrate is recognised throughout the industry as a leader in using the internet both to enhance efficiency and improve marketing. Complementing Cratelink, Teacrate offers a flexible suite of e-commerce services to the industry, ranging from a straightforward white label web site that can be branded for clients,
through to automatic order feeds from their own websites. Should the volume allow, we can offer branding on cartons and crates, further enhancing our clients marketing, Gordon says. These are all examples of how Teacrate can support its customers growth objectives, from the smallest company right through to the largest. It is not only in the online space that Teacrate is innovating and investing. Last year, the company replaced over a third of its vehicle fleet, substituting older vehicles with modern, cost effective models. Alongside its network of eight fully stocked service centres, Teacrate currently has a national fleet of over 50 vehicles on the road each day undertaking crate collections and deliveries. Meanwhile, the companys priority remains to consolidate its reputation for outstanding quality of service, a reputation which is based as much on its human resources and personnel as on its technology and infrastructure. Teacrates ongoing focus is on building long term relationships with its clients. Most of our staff are long-serving, allowing us to establish a rapport with our clients and ensuring that our commitment to service is maintained, Gordon explains. In addition, we strive to deliver value for money in all aspects of our service, which I believe is as important as price competitiveness. Our promotions are focused on letting potential new clients experience the difference our service levels can make to their business whilst helping our existing clients and ensuring they dont miss out.
Over the years, the company has built up a national network of dedicated depots offering a local service with the reassurance of a nationally recognised company. The companys depot managers, together with warehouse staff and service drivers, have a wealth of local knowledge and can provide a rapid response directly to customers in their areas. Supporting the Industry Teacrate is no fair weather friend; it has been a reliable partner to the removals industry, through housing booms and busts over the years. Based on its track record of customer service and innovation, Teacrate provides a reassuring source of optimism during a period of economic uncertainty for the industry. We believe that although there is a significant pressure on all of us in the industry, there is, and always will be, a demand for professional removal services and the supporting associated
services that we can provide to the market, Gordon says. As an example of the confidence that the industry has in the company, in 2011, Teacrate renewed a 3-year exclusive crate supply agreement with commercial relocation specialists Business Moves Group (BMG). BMG also purchased a core supply of 10,000 company branded crates from Teacrate to support their nationwide service, operating out of offices in Reading, Birmingham, Manchester, Glasgow and Leeds. Teacrates national infrastructure and support capabilities were key to us continuing to choose them as our exclusive crate supplier, Rachel Houghton, Managing Director of BMG says. From our past experience we know that Teacrates services will add value to our operations. In these challenging times, thats a message that many BAR Members will be pleased to receive.
Affiliate membership of BAR has allowed us to work with likeminded companies who believe that service is paramount.
Contact
PHS Teacrate: Tel: 0800 980 7000 Email: sales@teacrate.com Website:www.teacrate.com
hen it comes to the home, and all things connected to it, individuals can, understandably, be very protective, so when moving house and something goes wrong it is not surprising that consumer disputes will arise. In this respect, disputes are unavoidable but how one handles the dispute can make all the difference. For a consumer, especially without legal advice something most people do not have on tap it can be difficult to know how to resolve disputes and it can be even harder when faced with pursuing the matter with a business where no relationship or trust has been built up. Added to this if something goes wrong, the cost of going to court, let alone instructing a lawyer, is often more than the amount in dispute. Alternative Dispute Resolution (ADR which means mediation, adjudication or arbitration) is usually by far the cheapest option for resolving commercial disputes, but with most consumers belongings being worth hundreds rather than thousands of pounds there can be an issue of proportionality of the cost of the mechanism used specifically you dont want a Mediator or Arbitrator whose daily rate will wipe out any money that might be offered to settle the dispute. ADR redress schemes, usually sponsored by industry groups or occasionally governments or other organisations, typically exist to help achieve a faster and cheaper resolution of disputes. For this reason is not unusual for the cost of the ADR to be partially (and occasionally completely) underwritten by the Scheme owner (which in turn is covered, for instance, by a membership cost to the trader) with the claiming consumer just paying a
nominal fee. To keep Schemes affordable the ADR process used may be a customised version of what a lawyer might expect to find in a mainstream commercial dispute. For example, an adjudication may take place with only the submission of forms and papers and no personal interaction, or a scheme mediation might last three hours rather than a full day. It is also very unusual to find consumers legally represented in these lowvalue disputes. The most common ADR processes likely to be encountered by a consumer are mediation, conciliation, ombudsmen (often free but not always the speediest process), and arbitration or adjudication. Which? (the Consumers Association) has said that using an ombudsman in the first instance can be useful to consumers because they are usually free and as they investigate the claim directly the responsibility does not rest solely with the consumer and as a decision is not binding the consumer retains the right to go to court. The British Association of Removers (BAR), with its 500-plus membership, as the UKs leading professional removal and storage companies, has an Office of Fair Trading approved Code of Practice its members must follow. The Code sets out in-
company procedures that should enable any complaints to be resolved. If this fails, then BAR provides its own Conciliation Service. If this fails, the Arbitration scheme operated by IDRS (part of the Centre for the Effective Dispute Resolution) is available which delivers a final and binding outcome to the dispute. The Code, Conciliation Service and Arbitration-Scheme remove the cost and confusion for the consumer (as well as making life easier for BAR members) on how to respond if dissatisfied with the service received or if any damage occurs.
Contact
Centre for Effective Dispute Resolution Tel: 020 7536 6000 Email: info@cedr.com
Gina Shimm, CEDR Groups Schemes and Business Development Manager within the Dispute Services team, will run a Business Session at the BAR Annual Conference in Windsor on 17-19 May.
o celebrate the Queens Diamond Jubilee there will be an additional bank holiday on Tuesday 5 June 2012, while the last bank holiday in May has also been moved to Monday 4 June. Acas says that employers may find themselves having to juggle extra leave requests and is reminding employers to plan ahead to avoid last minute leave request clashes or short-term absences. Acas National Helpline Manager Stewart Gee recommends that employers are as fair and consistent as possible by having a policy on how to manage time off and leave requests so employees can join in the celebrations and employers can maintain morale at work. Acas says that as there is no statutory right to any bank or public holiday. The announcement of an extra bank holiday does not increase any entitlement to holiday under the Working Time Regulations. So, whether an employee will benefit from the additional bank holiday will be entirely dependent on the wording of their contract, and the discretion of their employer.
For example, a contract which entitles a worker to 20 days annual leave in addition to all statutory, bank and public holidays, would potentially give the worker an extra days paid holiday. Some contracts will state the number of bank or public holidays they are entitled to, but if public holidays are listed by name, in a contract, it could be trickier. According to Acas, as this additional bank holiday is in the same week as the Monday bank holiday, employers may find they have an increase in requests for time off during the rest of the working week. It would be good practice for an employer to have a taking time off policy. Employers may have rules for when an employee can or cannot take leave and how to apply for leave to help meet the needs of the business. Acas suggest that employers may wish to consult with workers about any arrangements for the additional public holiday as planning and good communications may reduce the risk of absenteeism and other issues around taking time off.
ike many recent new Members of BAR, Alexanders started out as a man and van operation that quickly outgrew its humble beginnings. From having just one Transit van back in 2003, Alexanders now has ten vans, some 350 containers plus 5,0000 sq ft of self storage and a staff of nearly forty people. Its been a meteoric rise, says Alex, who started the business with wife Sam and who has a background in managing an antiques market. I never planned to get into removals and storage but I developed a loyal customer base and the business developed very quickly from there. Alexs first major coup was to strike a deal with Nationwide Self-Storage to sell their services to his clients. The agreement was so successful that demand quickly outgrew Nationwides supply, and Alex took the major step of finding his own buildings and taking his clients with him. With the help of Active Design, we found and designed our own premises, Alex remembers. When we moved in, we were one third full, and in just two years we filled the entire 15,000 square foot capacity. It was then that Alex made his first acquisition, buying the movinUK business, complete with over two hundred containers. That was followed by almost immediately by the purchase of assets from a distressed company, including yet more containers, lorries and Luton vans. Sam and I were very sceptical originally, but we went on a six-week management course that really gave us the confidence to make these deals, Alex says. It was very important for us to prepare a business plan
and then implement it successfully. Alex is convinced that acquisitions represent the best way to grow in this industry, and is currently analysing another possible deal in the storage sector. Organic growth can be very slow, and if you compare the marketing spend that you need for organic growth with buying another company, acquiring another company can be a much more economical way to grow, as well as being a lot quicker. Acquisitions can be a bit more painful, especially when it comes to integrating people from different working cultures. But at Alexanders we have a culture built on dialogue with our workforce, with a lot of feedback from staff, and I think this has helped us grow. And while we didnt go out looking for these opportunities and they came to us, I think we will probably continue to make new acquisitions. At the same time as borrowing to grow, the
company is also very vigilant about its cash position and always maintains a comfortable balance. I would recommend to everyone in BAR that they protect their cash position carefully, Alex adds. As a result of these acquisitions, Alexanders is now making about 150 site surveys per month. It has also occupied a 50,000 square foot warehouse which is home to 350 containers. Although Alex successfully negotiated a very attractive deal with the warehouses landlord at renewal time, he is now keen for the company to acquire its own warehouse. Other plans for the future include growing the commercial side of the business. Currently, the companys turnover is 45 per cent from storage and the rest from removals, but of the removals turnover only 15 per cent is commercial work, a proportion that Alex is keen to increase. The BAR commercial standard will
certainly help us in the market, he says. A major focus for the next one to two years will be on building this business. In the commercial segment, a lot of big offices require their suppliers to be BAR members as a prerequisite. BAR will also be great for networking, communications, training and improving our standards. A couple of us have already taken the estimating course which was a big help. The company is currently mining the rich seam of the special needs education sector. The government is funding the construction of new state-of-the-art schools for handicapped children. This upgrade process involves a lot of storage and decanting work, and Alexanders has already won the contracts for several of these operations. Its been a busy 2012 so far for the company, 40 per cent of whose business comes from previous clients and word-ofmouth recommendations. But while revenues may be rising, Alex says that the biggest challenge facing the industry is rising costs, which are putting pressure on margins across the removals and storage business. It seems as if all our costs
are going up, from fuel to cardboard to plastic, and that can put a squeeze on profits, Alex says. While I dont want to have to go outside of the UK, I am currently looking at Poland and China for ways of buying cheaper materials and services and reducing our business expenses. Business is good now, but the economic climate is still challenging and BAR members cant afford not to look at all ways of reducing their cost base.
At Alexanders we have a culture built on dialogue with our workforce, with a lot of feedback from staff, and I think this has helped us grow. Alex Pope, Alexanders.
Contact
Alexanders: Tel: 0333 800 2323 Email: alex@alexanders.co.uk www.alexandersgroup.co.uk
R&S Competition
Champions League challenge!
1) 2) 3) 4) 5) 6) 7) 8) What is the highest margin of victory in the knockout rounds? Who is the highest all-time scorer, with how many goals? Who is the oldest player to score? Who is the only player to score five goals in a Champions League match? What manager has lost three finals, and won one? Which player won the tournament with three different teams? Who scored the fastest goal in a final, and when? How many teams have defended the Champions League trophy?
the biz!
Feature News of office ends for BAR President, Reg Hackworthy Industry Term
uring his time as BAR President, Reg has overseen the Associations evolution towards a much more democratic organisation. Thanks to the reforms implemented during his term, every position on the main board and boards of BARs subsidiary companies now have to be elected by the Members, and these BAR officials serve a term of office. This allows all Members an opportunity to have a say and get involved in how its association and its subsidiary companies are run, he explained to Louise Gale, R&S Managing Editor. And, there has been plenty for Members to have a say about in the last two years! I think one of the main challenges facing our industry is that many customers do not expect or want to pay what we know is a reasonable price for our services, Reg says. It is often an uphill struggle to persuade them that the extra cost for a professional service is worth paying for, unless they have had a bad experience in the past, and Members can get drawn into a price war. When Reg took on the role of President, people asked him what he hoped to achieve during his term. My answer was to help improve the Association for the Members and make it more democratic, he says, and there can be few readers of R&S who will not agree that is exactly what he has done. Besides the democratic reforms, Regs time as President of BAR was perhaps, above all, characterised by the ever deeper debate about the role of standards. Standards-based membership was an initiative fully endorsed by Reg but rejected by the membership. I believe that as an association we missed an opportunity last year when the majority
58 Removals & Storage May 2012
voted against a standards-based body, Reg reflects. I believe this would have helped us to differentiate ourselves from those who do not operate good practice and high standards, and this would have been a tangible selling point for us all. Some Members will be looking towards building standards and we must be careful not to end up with a two-tier system, which, in my opinion would be disastrous for the Association. However, as a democratic association, the majority rules and the BAR must now work to continually improve the service it offers to its Members as a trade organization, offering information, advice and leads, he comments. In this aspect, BAR has come a long way in recent years and under Reg continued the process of evolving into a more commercially pro-active organisation. The employment of a Director General four years ago was a major step in kick-starting these changes. Members wanted more than was on offer at the time, according to Reg. We wanted the public to recognise the BAR badge and better communication from HQ. In response, our HQ has become much more commercial. We have an excellent team now in Watford, developing new ideas on how to make the Badge better known to the public. For Reg, it is now the turn of BAR Members to reap these benefits of membership. We have recently produced a costing matrix to help Members, which was first shown at our road shows two years ago and at most area meetings. Our Association needs time to develop further, we would have liked to be further
down the road but we have had a difficult two years dealing with internal issues. We do not have the funds (other than increasing subscription) to make an immediate impact so we have approached the task from a different angle which is by a gradual process. My message to BAR Members is: please be patient and help us build and improve for the future. The Association is all about its Members. If you have the chance, get involved and make a difference! As he leaves the Presidency, Reg is particularly concerned by current talk of the VAT threshold in the UK being increased to 150,000 and by the possible impact on the industry of new legislation coming out of Europe. BAR will of course be lobbying hard against any raise in the VAT threshold, while in Europe we will be joining our partners FEDEMAC in their lobbying efforts, he says. And on a personal note, Reg says I have enjoyed the whole two years of my presidency there have certainly been ups and downs, more downs than ups, but it has been a pleasure. He has particularly enjoyed travelling and meeting Members who have invested a great amount of time, money and effort in growing their business. I am sure many friendships will survive into the future, Reg says. Reg is extremely confident that Ian Studd, the new BAR President, will do a tremendous job. He adds: My advice to anyone contemplating becoming a future president is to just be yourself (albeit your most patient, diplomatic and thick-skinned self) and enjoy the experience!
Diary Dates
BOARD, COUNCIL AND COMMITTEE MEETINGS 2012 Board of Directors June 27 - 10.00am-14.00pm National Council June 12 2012 Overseas Group Council June 13 2012 CMG Council June 14 2012 BAR EVENTS 2012 BAR Annual Conference May 17-19 - Beaumont Estate, Windsor BAR Conference Golf Day May 17 - Marriot Lingfield Park Country Club, Surrey BAR and RBA AGM May 18 - Beaumont Estate, Windsor BAR AREA MEETINGS 2012 East Anglia Area Contact: Gary Beattie 01767 312869 gary@clarkandrose.co.uk East Met Area Contact: Paul Freeman 0800 413335 nealesremovals@btconnect.com East Midlands Area Contact: Andy Wade 01476 579210 andy@fnworldwide.com Kent Area Contact: Tom Bourne 01797 228000 tomb@uts-bournes.co.uk New Met Area Contact: Julie Thompson 01932 410100 Julie@luxfords.co.uk June 21 - ICM Gerson Ltd
Northern Area Contact: Alan Hoggin 0191 5491194 alan@harkersremovers.co.uk June 20 North West Area Contact: Annette Harris 0161 6534455 annette.harris@anglopacific.co.uk May 23 - Manchester Northern Ireland Area Contact: Dominic Murray 02890 748588 Dominicmurray@coastways -storage.com Scotland Area Contact: Georgina Berry 0151 502220 georginaberry@btinternet.com Southern Area Contact: Peter Doman 01372 385985 peterd@basilfry.co.uk South Wales Area Contact: Andrew Robbins 01792 584229 amr@britanniarobbins.co.uk South Western Area Contact: Sue Christophers 01637 872529 sue@mjchristophers.co.uk May 29 - The Ley Arms, Kenn Sussex Area Contact: Miranda Hyder 01342 870087 Miranda@barservices.co.uk
Western Area Contact: Ria Russell 01278 447099 ria@britannialanesofsomerset.co.uk May 8 - Brent Knoll, East Brent West Midlands Area Contact: Sarah Pargeter 01384 377786 spargeter@fox-moving.com May 21 - Gainsborough Hotel, Kidderminster Yorkshire Area Contact: Graham Puddephatt 0845 6021775 GrahamPuddephatt@reasoninsurance.com June 21 - York Golf Club, Strensall
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
Do you have any news to share with R&S readers? Send to: rands-editorial@analyticamedia.com
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66 Removals & Storage May 2012