Appendix 1

National Performance Framework 2003/04

Hampshire County Council

Trading Standards Service

Part One: Context and Comparative Factors

A Trading Standards and the Community

1 Introduction

1.1 Hampshire County Council is England's third largest shire county with a population of 1.25 million. Its economy is estimated at £16.3 bn, making it the second largest shire economy. The county is predominantly rural, with 87% of the population living in the 10% of the county classified as urban, mainly in the northeast and along the M3 and M27 corridors. Hampshire is generally affluent with higher than national average earnings and low unemployment levels. However, there are pockets of deprivation with a number of wards falling within the worst 20% of deprived areas nationally. Significant rural areas are subject to national and international environmental designations, including the proposed new National Parks for the New Forest and South Downs. These, together with the historic city of Winchester and the extensive coastline, make Hampshire a popular tourist destination. Portsmouth and Southampton also have an important effect on the local economy.

2 Community and Corporate Objectives

2.1 The County Council is part of a county Local Strategic Partnership (LSPs) that is working with the eleven district councils and related LSPs in the county to produce an overall Community Service Plan. This will address crosscutting issues but has yet to be finalised as the eleven LSPs are moving are different speeds and have not yet all produced Community Plans. However, community objectives are an integral part of the County Council's corporate objectives below.

2.2 The County Council's corporate strategic aims are:

Aim 1	Maximising life opportunities
Aim 2	Stewardship of the environment
Aim 3	Achieving economic prosperity
Aim 4	Building strong and safe communities
Aim 5	Improving services
Aim 6	Developing Councillors and staff

The Trading Standards Service links to the above aims are summarised below:

Aim 1. Trading Standards works with young people to reduce access to age-restricted products and provides consumer education through a special education package for Key Stage 3 and 4 pupils. It also participates in Junior Citizen, a multi-agency initiative for younger Key Stage 2 children. The Service provides a Consumer Advice Service that deals with over 21,000 enquiries from the public and businesses each year.

Aim 2 is assisted by helping to reduce packaging waste and protecting water sources from petroleum pollution.

Aim 3, economic prosperity, is supported by the provision of specialist and general advice to all local business on compliance with Trading Standards legislation and consumer law. The Service also supports specific Hampshire schemes such as Hampshire Fare, Farmers Markets and the trader approval scheme `Buy with Confidence'.

The primary link to Aim 4 is by improving health and safety through food and product safety sampling programmes and business inspection. The Service also works with other local authorities and agencies together with community groups to reduce accidents and improve health.

Support for Aims 5 and 6 is demonstrated by:

· a commitment to the Investors in People

· accreditation to recognised quality systems

· an emphasis on communicating with the public and business

· a reliance on outcome-based service planning techniques

· a culture of continuous improvement

2.3 The County Council's key local priorities are:

· Education and Skills Development

- improving educational attainment

- reducing truancy/exclusion/widen educational relevance

- expand vocational skills

· Older People

- improve care at home

- achieve CPA/PSA targets

- improve the quality of life

· Transportation (Mobility/Accessibility) and Economic Housing

- improve access to housing for targeted people

- improve footways/rural roads

- reduce congestion

- reduce rural isolation

- achieve CPA/PSA targets

· Crime, Youth and Deprivation

- achieve maximum ratings for young (CPA/PSA)

- schemes to reduce crime & vandalism,

youth isolation and disaffection,

anti-social behaviour

2.4 The above aims and objectives take account of consumer needs by research conducted through a Citizens' Panel of 1,600 residents , supported by focus group work, County Councillors, information from Departments and Government policies.

3 Aims, Objectives and Strategic Thinking

3.1 The Trading Standards Service has four key functional teams:

· Advice, Community, Education and Business Support Team

· Fair Trading Team

· Food and Agriculture Team

· Safety and Standards Team

Each functional team produces its own annual Service Plan, which also includes anticipated and planned developments over a three-year period. An umbrella Service Plan for Regulatory Services as a whole is also produced. Community and Corporate Objectives and their linkage to Trading Standards Service aims are summarised in 2.2 above and described in greater detail in the plans. In summary they are as follows:

Vision

· To be recognised as leaders of service excellence

Mission Statements

· Provide an Advice Service to assist in life long learning by encouraging confident and knowledgeable consumers and business

· Provide a Trading Standards Service to achieve a fair, safe and equitable trading environment

Key Objectives

· To protect and support the public and businesses by promoting and enforcing Trading Standard laws and working in partnership to improve health and reduce accidents in Hampshire

· To provide advisory, business and education services to our clients

· To continuously improve our service

3.2 Links to the Corporate objectives are shown in 2.2 above. A key priority for the Service will be to implement the Improvement Plan resulting from the Best Value review conducted in 2002. The Service aims to achieve 100% in Best Value Performance Indicator 166 and to maintain continuous improvement by following the European Foundation Quality Model (EFQM).

3.3 Member approval is pending for the Food and Agriculture Service Plan and the National Performance Framework Service Plan.

B Local Structure and Resources

4 Local Authority Organisation, accountability and wider links

4.1 The County Council has eight main departments and the Corporate Management Team is comprised of the Chief Executive and seven Department Directors. The authority has adopted a Leader with Cabinet structure. Ten members form the Cabinet, nine of which have a portfolio responsibility. The Leader is responsible for the Policy and Resources portfolio which includes Property, Business and Regulatory Services, of which Trading Standards is part. The organisational structure of the Trading Standards Service and how it fits into the Corporate Structure is shown below.



4.2 Trading Standards provides the following services in partnership with other agencies:

Activity	Description	Partners
Citizenship Education Package	Educating Key Stage 3 and 4 school children in consumer rights and responsibilities	Education Department and local teachers
Junior Citizen	Educating Key Stage 2 school children in on age-restricted products; food and product safety	Education Dept, Police and multi-agency
Metrology equipment	Monitoring specialist equipment	Contract with DTI

Metrology equipment	Monitoring accuracy of a range of metrology equipment	Contract with DTI
Child Car Seats	Ensuring correct fitting and use of child car seats	Britax; HCC Road Safety Unit; Child Accident Prevention Trust
Electric Blanket	Free tests on electric blankets to reduce accidents and fires	Fire & Rescue Service; District Councils; Argos Age Concern
Responsible Tobacconist Award Scheme	Control cigarette sales to under-age children by linking law & health and promoting best practice	Health Promotion Service and District Councils
Under-age sale of alcohol	Control under-age purchasing of alcohol	Hampshire Constabulary
Hampshire and IoW Tobacco Alliance	Joined up working on smoking prevention and cessation	Primary Care Trusts Environmental Health Armed Services
Petrol leakage	Protect water sources from pollution	Environment Agency
Doorstep sales	Protecting the vulnerable from scams and distraction burglary	Hampshire Constabulary Neighbourhood Watch and Charities
Good Trader Scheme (Buy with Confidence)	Promote compliance with TS law and sign-post consumers to reliable traders	Business Link Hampshire Businesses Referenceline
Buy with Confidence	Reducing second-hand car complaints	Retail Motor Federation Industry (RFMI) Electrical Contractors Assoc (ECA) and Assoc Of Plumbing & Heating Engineers (APHC)
Buy with Confidence	Home improvements and repairs (as above)	Age Concern
Consumer Advice	Linking advice agencies	Consumer Support Network
Animal Health & Welfare	Enforcing laws on health and welfare	DEFRA RSPCA
Horse-Watch	Joint working to reduce crime related to horses and equipment	Hampshire Constabulary farmers and horse owners
Animal Health	Compliance with animal health legislation	Contract with Southampton City Council to enforce laws in city

Social exclusion in Havant	Community out-reach work in deprived area	Havant District Council
Community Safety	Doorstep scams	District Council Community Safety Services & Age Concern
Farmers' Markets	Sale of local produce and crafts	Hampshire farmers NFU
Promote locally produced products	Origin approved scheme to promote Hampshire foods and craft products	Hampshire Fare
Overloaded vehicles	Protocol to inspect weighbridges and provide statements of accuracy	Hampshire Constabulary
Metrology Services	Weighbridge and bulk fuel inspections	Contracts with Soton and Portsmouth City Councils

4.3 Hampshire Trading Standards Service takes part in the following forums for the exchange of information and best practice etc.

· South East Trading Standards Authorities (SETSA) Regional Liaison Group. As part of this group Hampshire is the lead authority for food, metrology and legal procedures and provides the Chair for each group and the secretaries for the first two. The authority also provides the Chair for the Consumer Advice Focus Group and takes part in all other Focus Groups

· Consumer Support Network

· Local Authority Co-ordinating Body on Regulatory Services (LACORS) Food Labelling; Metrology; Explosives and Product Safety Advisory Groups

· National Weights and Measures Laboratory (NWML) and DTI Metrology Group

· Hampshire Charity Commission forum

· Government Agencies Information Network (GAIN)

· Trading Standards Institute Southern Branch - provides Branch Executive representative

· South East Liaison Co-ordinating Group on Petroleum Licensing (SELCOG)

· Petroleum Enforcement Liaison Group (National Body)

· Association of Petroleum Enforcement Agencies - authority provides Branch Secretary

· Regional Animal Health and Welfare Panel

· Divisional DEFRA/Local Authorities Animal Health & Welfare Forum

· Memorandum of Understanding with Hampshire Constabulary for the exchange of information

· Trading Standards Institute Consumer Education Liaison Group (CELG)

· Officer participation in the European Commission's programme for EU enlargement

4.4 The Trading Standards Service is a member of Basingstoke and Deane and North Hampshire Local Business Partnerships and regularly contributes to their newsletters, which reach over 7,000 businesses. The Service was also instrumental in the establishment of Farmers Markets in the county and Hampshire Fare, an origin accreditation scheme for local food and products. It continues to support both these initiatives.

5 Local Authority Trading Standards Expenditure

5.1 The Chartered Institute of Public Finance and Accountancy (CIPFA) return will collect expenditure for the service.

5 Staffing Allocation

6.1 Staffing details will also be collected by CIPFA.

6 Accessibility

6.1 The following provides a summary of service provision and accessibility.

Contact can be made in person, letter, telephone, fax, textphone, e-mail or via the internet. Offices are open from 8.30am to 5.00pm Monday to Friday.

· Consumer & Business Advice Service Contact Centre at HQ. Minimum of four officers available by telephone (Lo-call 0845 telephone number) - 9.00am to 5.00pm Monday to Friday. Fax and Textphone also available. Outside normal office hours clients can use a comprehensive recorded advice service or an answer phone message facility.

· Comprehensive website with a wide range of information, advice, factsheets and leaflets for consumers and businesses, together with links to related information and agency sites. Available 24/7.

· E-mail facility linked through to Advice Service for consumer and business advice. Also connected to Consumer Complaints national network.

· Trading Standards Officer available in two Divisional Offices to deal with personal callers, emergency enquiries and business advice on dedicated telephone numbers.

· Specific telephone number for animal health and welfare enquiries and licences staffed from 8.30am to 5.00pm.

· 24 hour emergency service for animal health complaints, illegal landings (rabies) etc.

· 24 hour emergency service in relation to petroleum licensing, leaks and spillages.

· Translation services are available 24/7 by means of a corporate contract with Language Line, a private company that provides the service directly over the phone if required urgently, or in writing.

· Factsheets and leaflets are available in alternative languages or large print on request.

C Assessment of Community Expectations and Feedback

8 Needs and expectations of consumers

8.1 Community expectation is assessed by a number of methods, including:

· Analysis of consumer complaints and OFT Code data

· Analysis of customer satisfaction questionnaires

· Corporate Citizen Panel (1600 Hampshire residents) conducted by MORI.

· Comparison with best practice authorities as part of Best Value review

· Complaints relating to the service

· Review of Service Plan projects

· Investigation of individual incidents reported by the public

· Authority initiated projects and investigations

The main findings from the Citizen's Panel survey in 2002 were:



Estimate of reactive work

The survey also gave the following information:

· 58% awareness of Advice Service and high satisfaction levels

· Mainly use telephone directory to find out about Trading Standards

· 75% prefer to use the phone for advice

· 61% asked for more publicity about Trading Standards

A separate satisfaction survey of Advice Service customers gave the following results:

· High levels of customer satisfaction

· Difficulty in finding out how to access the service

· Difficulty in getting through to advisors using current telephone system

· Preference for speaking to advisor rather than listening to taped information.

The Advice Service reacts to a constant flow of complaints and enquiries from the public and businesses and dealt with over 21,000 last year. The advice given is therefore demand driven and consultation provides opportunities for fine adjustments to the methods of delivery rather than changes to the type of service.

The top three areas of complaint are:

· Second-hand cars

· Home improvements and repairs

· Other personal goods and services

Experience shows that the public wants advice on which businesses are reliable, particularly in the area of home improvements and repairs. There is also a growing expectation for consumers to be educated on their rights and responsibilities. In addition there is a clear need for information and advice when consumer rights change due to new legislation.

The majority of consumer complaints that are dealt with by enforcement staff relate to fair trading issues and the Service dealt with over 2,000 enquiries in the past year. Consumers considered `cowboy traders' to be the highest priority for the service; dealing with consumer complaints the second highest priority; food quality and labelling third and faulty or misdescribed goods / services the fourth.

During the Best Value Review comparison with best practice authorities indicated that an intelligence led approach targeted on key trade sectors could lead to reductions in complaints and improvements for consumers.

The service deals with approximately 1,000 consumer complaints p.a. relating to product safety and under-age sales, showing this to be a key area of public concern. In addition it is estimated that 350 complaints will be received in respect of food composition and labelling. Animal welfare is another area of public concern and a number of pressure groups are particularly active, which makes this an important area of work.

Proactive Work

County Council research has identified protecting vulnerable groups and individuals as a priority. In recognition of this finding the Service is extending its range of projects aimed at protecting the older vulnerable residents of Hampshire. Another important area highlighted by Members and partners in the NHS is the issue of under-age sales. Project results also show a continuing high level of unsatisfactory food samples and consumer products.

As stated above, consultation with the public showed `cowboy traders' and dealing with consumer complaints were their two highest priorities for the service. One approach to dealing with these areas of concern is to provide consumer education to the public so that future purchasing difficulties are avoided. The Buy with Confidence trader approval scheme has also been targeted at the trade sectors that generate most public complaints.

9 Needs and expectations of local business

9.1 Business need and expectation is based on consultation; inspection and sampling results; businesses enquiries; complaints; Hampshire Planning & Research Profile and Corporate and Government priorities. Business demand is dealt with in greater detail in the Service Plans and is summarised below.

The main findings from consultation with businesses as part of the Best Value Review were:

· Trading Standards were customer focused, knowledgeable and helpful

· Home Authority companies were particularly appreciative of the advice and support received

· Businesses valued the relationships built up with their nominated officer

· Businesses praised the weights & measures calibration service

· Visits following a complaint were seen as constructive

· Businesses were interested in "Legislation Seminars" to be introduced

The following results came from the survey of 300 members of the Buy with Confidence Scheme :

· 80% found the officer they dealt with helpful or very helpful

· 72% were satisfied that there was a distinction made between what was the law, and what was good practice

· 56% had read the service's enforcement policy

· The most popular forms of receiving advice from the service were

· By telephone

· Business factsheets

· One to one advice.

The top priority areas identified by businesses were:

· Falsely described goods and services

· Underage sales

· Responding to consumer complaints

· Misleading pricing and credit

· Responding to complaints from businesses.

There is continued demand for metrology verifications and work related to new and re-developed petroleum storage sites. Home authority requests for advice are strong for food labelling and composition; product safety and fair trading. A number of companies need officers with specialist knowledge e.g.

· Mineral water producers

· Cosmetic manufacturers

· National DIY chain

· National Internet Service Provider

· Consumer Credit companies

· Product Safety manufacturers and importers

· Horse markets

The Service aims to ensure a high level of compliance with Trading Standards legislation at the same time as supporting the Corporate Aim of Achieving Economic Prosperity. Our underlying philosophy is based on advising and working with businesses, with progressive action for non-compliance.

More recent consultation with business gave the following as key priorities:

· Advice to consumers (91%)

· Advice to businesses (90%)

· Sampling and analysis of products and services (88%)

· Visits to businesses (85%)

· Investigating complaints about businesses (80%)

Businesses also indicated that the most helpful methods of supporting them were through advice leaflets (94%); telephone advice line for businesses (85%); e-mail (79%); and visits by appointment ((78%). Business seminars were only supported by 62% of respondents. Consultation indicated that businesses supported our approach, especially the continuation of our `Home Authority' business support and the development of our trader approval scheme `Buy with Confidence'.

Counterfeit goods, particularly clothing and software, give rise to complaints from businesses and trade mark holders and Blackbushe market is a particular area of concern. Sampling results demonstrate the need for continuing action on product safety and food. Inspections of weighbridges and bulk fuel meters also show a high percentage of equipment to be outside permitted tolerances. Livestock farmers require advice and a responsive service on changing licensing rules following foot and mouth.

The Hampshire Planning and Research Profile shows the county to be close to the national average for large firms with over 100 employees. There are 31 businesses per head of population, slightly above the national average of 28. A high proportion of employees are in high technology, `knowledge based' industries, with twice the percentage of manufacturing employment than nationally. However, Hampshire is below the national average for knowledge based services. Taken together Hampshire is just above the national average.

10 Local awareness of Trading Standards

10.1 The MORI survey of Hampshire's Citizens' Panel in 2002 showed an increase in consumer awareness of the Trading Standards Advice Service from 41% (2001) to 58%. Only 14% had used the Advice Service.

· 75% preferred to contact the service by phone;

· 8% by phone; 8% by e-mail

· 61% opted for more publicity about the service.

Greater awareness of the service is being promoted through press releases, radio and television interviews and articles in the County Council's magazine, `Hampshire Now', which is sent to all households in the county at least three times a year.

Recent consultation with business via a Local Business Partnership (LBP) and Enterprise Trusts resulted in a very low response rate (1%) from non-service users, indicating a lack of interest. Adding Home Authority businesses in the survey increased the response rate to just over 10%.

Awareness is high at food premises and among farmers due to an extensive food inspection and sampling programme and licensing respectively. Among businesses targeted by the service or affected by licensing e.g. product safety premises and petroleum sites, awareness is reasonably high. Knowledge of the service across the car trade is known to be high from inspection and investigation activities. Press releases; articles in LBP and Federation of Small Businesses newsletters and trade seminars aim to increase awareness of the service.

11 Demand for specialist services

11.1 The Weighbridge Test Unit is hired out to other authorities and commercial operators. Demand from commercial users has grown steadily but has been offset by reducing demand from local authorities. The high level of weighbridges found to be incorrect on inspection in Hampshire makes this a priority area of metrology work.

11.2 The Bulk Fuel Unit is used by Southampton and Portsmouth unitary authorities for six days a year and occasionally by the Isle of Wight. Use of the unit within Hampshire is a priority due to the lack of controls and checks available to consumers and relatively high failures found on inspection.

11.3 There is a small but steady need from businesses for the Service to verify EC equipment and therefore the authority will maintain its Approved Body Status under the Non-automatic Weighing Instruments Regulations.

Part 2: National and Local Priorities

D Policies on National and Local Priorities

12 Informed Confident Consumers

12.1 Demand for the Consumer Advice Service continues to grow and although a non-statutory function this need will be met by maintaining a core team of well trained, dedicated Advisory Officers. As a result of consultation and IPF feedback a particular feature of the 2003/4 service plan will be the introduction of taped advice to provide a service to the public outside normal hours. Consumers will be kept informed of issues through press releases, talks, presentations, factsheets and further development of our website. The Service will continue to consult users and non-users of the service at regular intervals.

For 2003/4 we have refocused resources into a Secondary Schools package, `Lifesmart', designed to be used as part of the Citizenship curriculum for Key Stage 3 and 4 students. Following the Best Value Review the Service has discontinued the Young Consumer of the Year Competition (YCOY) in favour of expanding support for Junior Citizen. The latter is a multi-agency experiential event for Key Stage 2 children that will enable the Service to reach 10,000 children (twice the current number), and through them their parents and families. The Service also contributes articles to a safety magazine for junior school children.

In order to meet consumers' need for information on reliable businesses the Service is continuing to increase the number of traders in its good trader scheme - `Buy with Confidence' (BWC). In particular it aims to focus on the problem areas of second-hand cars and home improvements. The intention is to sign-post consumers to reliable traders and marginalize the poor ones, thus reducing improving fair trading and reducing consumer problems. The scheme has over 400 members and is believed to be the largest of its kind in the country.

Information and education to elderly consumers is by targeted distribution of a specially designed booklet, `Safe and Sound', in partnership with Social Services, Libraries, and Police together with Neighbourhood Watch links in pilot areas. The Service will also continue outreach work in deprived areas in partnership with a District Council.

The Service will continue to run the local Consumer Support Network and chair the regional Advice Service Focus Group as part of SETSA

Following the Best Value Review the Service is moving to an intelligence led approach for fair trading enforcement. It is anticipated that this approach should lead to a reduction in consumer problems in key areas eg second-hand cars and a close watch is kept on the top ten `problem' companies. Complaints from the public are risk assessed and those of a minor nature are only recorded for information and taken into account in future service planning.

Consultation with staff has indicated a possible problem with misleading price claims at some premises and a project to investigate this is in the Fair Trading Service Plan.

The results from the citizen's panel put Food Quality and Labelling as one of the top three priorities for Trading Standards. This underpinned the decision to maintain resource levels on Food Standards at 16 FTE and also to increase the resource allocation for food promotion activities by 40%. Examples include a SETSA-wide healthy eating campaign, led by Hampshire and a 10-day project designed to identify and promote "hot topics" in the food & agriculture arena to the public.

12.2 Links to the authority's corporate aims are shown in para 2.2 above.

12.3 Local feedback has been taken into account as outlined above and in previous sections.

12.4 Under-age sales are considered to be a high priority area of work due to Government targets on health e.g. reducing the level of smoking; reducing accidents (solvent deaths). Such priorities are reflected in local concerns, particularly relating to alcohol, which links to other aims related to crime and disorder; anti-social behaviour and educational attainment. The service is working closely with the police to enforce the new, shared duty in respect of the alcohol sales, as well as the Youth Service and Social Services.

12.5 The Service Plans give details of planned projects, which cover all the work carried out by the service, targets and the resources allocated. Each project has a project leader who produces a project protocol setting out the links to Corporate Aims; methods to be adopted; details of premises to be visited and/or samples to be taken; performance indicators and anticipated outcome.

The following is a summary of planned service provision.

Provisions for educating, informing, advising and creating confident consumers.
Consumer Need as Assessed in Section 8 and NPF Standard	Actions currently undertaken and planned to address consumer need
Improve accessibility and availability of service and identify gaps and reach non-users	Improve software monitoring call-handling and assess means to meet demand Consult with users and non-users Analyse results to improve service Develop links with vulnerable groups

Consumer Advice Service	Advice Service responding to 21,000 enquiries and complaints. Improve call handling to deal with unmet demand. Maintain Community Legal Services (CLS) Standard. Use enforcement Orders as appropriate. Provide out of hours taped advice
Presentations and Talks	Respond to approx 12 requests
Provide fact sheets; leaflets and ensure wide distribution	Ensure leaflets up-dated take account of new legislation and expected revision of Sale of Goods
Internet Information and Access	Continue development of website to provide consumer information and e-mail facility
Information on trading activities and scams	Press releases and advice with back-up fact sheets as appropriate. Expand and promote the Buy with Confidence Scheme in area of home repairs and improvements and second-hand car dealers. Monitor and take appropriate action against main problem traders.
E-commerce activity	Fact sheet and Press release with advice and information on Distance Selling Regulations and buying on the Internet
Developing and delivering pro-active education programmes to vulnerable groups	Consumer education to Key Stage 2, 3 and 4 via Junior Citizen and Citizenship Education Package. Extend Junior Citizen to cover all county events.
Joined up working with other organisations and regionally	Active participation in SETSA Advice and Education Focus Group Continue to develop Citizenship Education Package with Education Service
Participation in Consumer Support Network (CSN)	Continue to develop CSN
Measure use and effectiveness of education, advice and information services	Continue to analyse feedback from education projects above. The response to all projects has been extremely positive.
Encourage participation in consultation processes	Regular surveys of advice service users. Users and non-users consulted via Citizens Panel.
Enforcement Orders and visits to problem traders	Action as appropriate

13 Informed Successful Businesses

13.1 Business Support is a key feature of Regulatory Services in Hampshire and every visit and other business contact results in some level of advice to the business on trading standards or civil law matters. The assessment shows a strong demand from Hampshire businesses for advice, and the Home Authority Principle is key means of delivering this and a core element of the service. This is built into the Service Plans as core projects and an appropriate number of officer days allocated. The assessment shows a need for:

· A range of leaflets and fact-sheets giving advice and information on legal requirements

· A regular dialogue with over 700 Home Authority businesses

· A business focused advice website

· Special support when new legislation is introduced

· A trader approval scheme to support local businesses

· A regular business newsletter to approved `Buy with Confidence' traders

· Presentations to business groups

· Support for Local Business Partnerships

The consultation with businesses was very positive, in particular the good relations between Home Authority businesses and Trading Standards Officers. This endorsed our decision to focus resources on inspections and sampling at Home Authority Food Premises. The target for 2003/04 are: 2146 inspections of which 242 are high risk, 2000 food samples. For the first time, the whole year's sampling plan was published in the Food Service Plan, so that businesses can easily identify which sampling themes and projects are being carried out at any given time of the year.

The service has probably the most successful local authority trader approval scheme in the country with its `Buy with Confidence' initiative, which has over 400 members. This is designed to support and promote local businesses as well as provide consumers with a choice of reliable traders, marginalising poor companies. The service also actively supports Hampshire Fare, a marketing operation for locally produced foods and craft products, and Hampshire Farmers Markets. It is also an active member of two Local Business Partnerships.

The following is a summary of planned service provision.

Key Tasks to ensure Informed, Successful businesses
Business Need as Assessed in Part C	Actions planned to address business need
Home Authority and local business advice & support	Provide timely advice and guidance to 704 HA companies plus local businesses
Home Authority and local business advice & support	Provide officers with specialist knowledge to deal with specific firms.
Information and guidance	Provide up-to-date leaflets and fact sheets and on website.
Information and guidance	Provide pro-active guidance by media releases, e-mail distribution and business seminars where sufficient demand
Information and guidance	Direct mail shots; seminars and press releases for new legislation
Improve compliance	Develop Buy with Confidence and provide a regular newsletter to members.
Improve compliance and minimise non-compliance and failure	Carry out a risk assessed programme of inspection and sampling - especially in area of food and product safety
As above	Support Local Business Partnerships
As above	Investigate serious criminal breaches and take appropriate action, including prosecution.
As above	Use Enforcement Orders when appropriate
Joint working to improve service delivery through increased coverage and efficiency	Co-ordinate enforcement with neighbouring authorities, regional group and other agencies through joint projects.
As above	Enforce Licensing Act with police through a joint protocol
As above	Expand Responsible Tobacconist Award by joint working with Health Promotion Service and District Councils.
As above	Provide a livestock licensing service in conjunction with DEFRA
Verification Service	Provide responsive verification service for business
Metrology Service - WBTU and Bulk Fuel Meter	Provide specialist metrology services for other TS authorities
Approved Body Status (NAWI)	Provide service to business and other local authorities.
Petroleum Licensing	Provide a responsive service - in particular at new and re-developed sites
Encourage participation in consultation process	Conduct periodic surveys using SETSA questionnaire and Citizens Panel.

14 Enforcement of a Fair and Safe Trading Environment

14.1 The Service is committed to following the principles of the Government's Enforcement Concordat as adopted by the County Council. We have an Enforcement Policy that links to the Code of Crown Prosecutors and use examples of best practice in enforcement e.g. LACORS Code of Practice on under-age sales. The Enforcement Policy has recently been revised following consultation with staff and businesses but there was little interest from non-users of the Service. Fair and safe enforcement is also promoted through the Responsible Tobacconist Award, and Buy with Confidence scheme.

Hampshire originated the Home Authority Principle and is committed to following LACORS guidelines. We act as Home Authority for over 700 businesses that include a number of national companies. A key service objective is to ensure high levels of compliance for goods and services that originate from Hampshire. Guidance and advice to local companies is therefore one of our top priorities. We support effective liaison between local authorities by meeting other TS services to discuss issues relating to Home Authority companies.

Consultation showed that consumers regarded `cowboy traders' as a key priority. This has resulted in a refocusing of effort into those areas of trade giving the most consumer detriment. Targeting rogue traders identified by our intelligence sources, especially the information provided by 21,000 complaints and enquiries from the public and other businesses, will achieve this.

The Service regularly monitors its `top ten' problem traders in relation to consumer complaints and takes progressive enforcement action to improve compliance. This will invariably include advice and written warnings, except in the case of traders who wilfully fail to comply, in which case legal proceedings are taken. In appropriate situations Enforcement Orders will be used to improve the conduct of traders. Problem business sectors are identified from consumer complaints, inspection and investigations. The top two are regularly second-hand cars and home improvements.

The Service has a comprehensive programme of enforcement action that includes sampling and investigation and aims to balance reactive and pro-active work. A key service aim is to ensure high standards of compliance and business inspection is a main element in achieving this. We follow the LACORS and Food Standards Agency risk assessment schemes and aim to visit all High risk premises each year and half those Medium risk premises relating to food and product safety. Inspection relating to fair trading issues will be targeted at second-hand car dealers; electrical retailers; DIY and builders merchants and supermarkets. The focus on the latter two will be misleading price claims as indicated a potential problem area by staff.

The Service maintains a high level of food and product safety sampling as part of annual programme of work. The former is not only to meet Food Standards Agency requirements but also public concern over food safety, composition and labelling.

We have developed and trained a senior officer with IT and computer forensics skills to assist in investigating cases involving Internet websites and e-commerce activities. Enforcement in this area is primarily re-active but special projects are run periodically to examine trade sectors on the web. This includes the purchase of goods for testing under product safety legislation.

We are conducting inspections at second-hand car dealers in the current year and working with the Retail Motor Industry Federation to link dealers to our Buy With Confidence scheme. Home improvements and repairs are also being dealt with through our Buy With Confidence scheme.

Children are a key vulnerable group and the Service has increased its activities in the area of under-age sales, in particular cigarettes, solvents and alcohol. This area of work was identified by members and businesses, and links to corporate aims relating to health, youth, crime and disorder. It also ties in with work of the Hampshire Tobacco Alliance, which is chaired by a senior member of the Service.

A Community Projects Officer is developing projects that will improve protection of vulnerable and socially excluded groups. This includes working with Neighbourhood Watch Groups, Social Services, the Library Service and the police. A booklet called `Safe and Sound' has been specially designed for this group. In addition a local district is being used to pilot networking of agencies to help and protect vulnerable members of society.

Hampshire plays a key role in SETSA by providing Chairman and Secretaries to a number of Focus Groups and a member of the Executive.

The service operates a customer focused verification service to meet business needs and provides an out of hours service when necessary. Inspection is concentrated on equipment with the highest failure rate i.e. weighbridges and bulk fuel. Metrology inspection at the production level is a high priority and the food team also carries out metrology inspections at retail food premises.

The following is a summary of key areas of planned work for 2003/04 to ensure a Fair and Safe Trading Environment.

Activity	Need or Risk	Outcome
Inspection programme of business premises, including farms	Based on LACORS and FSA premise risk assessment	Improved compliance Reduced consumer risk Fair competition
Investigate complaints relating to food and product safety	To protect the health and safety of consumers Ensure fair competition	Reduce ill health and accidents and improve consumer safety
Investigate serious fair trading complaints eg fraud; counterfeit goods unroadworthy cars; misdescribed holidays etc	To deal with rogue traders and protect consumers' economic interests	Improved compliance Reduce consumer detriment Ensure fair trading
Respond to enquiries relating to Home Authority companies and local businesses	To support businesses other local authorities, agencies.	Improved compliance Economic success Fair trading Reduced consumer complaints
Programme of food sampling	High levels of unsatisfactory samples	Improved compliance Reduced consumer detriment and health improvement Fair trading
Programme of product safety sampling	High levels of unsatisfactory samples	Reduction in accidents and ill health
Under-age sales programme eg alcohol; cigarettes; fireworks and solvents.	Government and Corporate aims to improve health	Reduced levels of sales of age restricted products
Community initiatives eg doorstep sales protocol, 'Safe and Sound' booklet and agency networking	Protecting the elderly and socially excluded	Reduced consumer complaints Reduced level of doorstep scams
Animal health licensing	DEFRA Interim Disease Control Measures	Disease free animal farming industry
Intelligence-led approach on Fair Trading issues	To deal with key areas of consumer concern eg secondhand-cars	Reduced consumer detriment and complaints Improved compliance

Weights and Measure Verification Service	To meet business demand and statutory duty	Accurate equipment Improved business efficiency and consumer protection
Petroleum licensing	Statutory duty and high risk product - fire and pollution Safeguard consumer health and business protection	No accidents or pollution
Electric blanket and child car seat testing	High levels of unsafe products on previous checks High demand from consumers	Improved safety of elderly and children Reduction in accident levels
Excess packaging project	High cost and quantity of waste going to landfill Consumer and Member concern	Reduction in amount of packaging waste
Counterfeit goods	Meet demand from local businesses and Trade Mark holders regarding unfair competition	Fair competition Economic success for businesses Improved consumer protection
Junior Citizen and schools safety magazine	To promote safety messages relating to food and age restricted goods	Improved health and welfare of children and their families.
Maintain and develop publicity, literature and website	To meet need for advice and information by public and businesses.	Improved consumer knowledge and reduction in complaints Fairer trading Improved compliance Reduced consumer detriment Successful businesses

E Efficient, Effective and Improving Trading Standards Service

15 Efficient, effective and improving Trading Standards Service

15.1 A key objective of the Service is to continually improve quality, effectiveness and efficiency. The Service was reviewed and re-structured in October 2001 in order to meet stakeholder needs more effectively and efficiently. The new arrangements were reviewed in September 2002 and found to be working well. Staff reaction has been very positive, the only disadvantage identified being a tendency towards `silo' team working. Steps have been taken to counteract this through improved communications, combined projects and managers emphasising the importance of joined up working.

During the spring and summer of 2002 the Service conducted a Best Value review that included a Challenge workshop with key stakeholders; benchmarking with best practice authorities and consultation with the public and business. Members were an integral part of the review and were invited to all Best Value meetings and the two sub-groups dealing with Consultation and Comparison. The Best Value Improvement Plan was approved by the County Council in April 2003 and will be the prime vehicle for improving the service. Staff can present ideas for improvement via a `Brainwave' suggestion scheme, the Performance Development Review process and staff meetings.

Full details on improvements planned for 2003/04, together with performance indicators, can be found in the Best Value Improvement Plan. The following is an outline summary:

Activity	Purpose	Outcome
Improve targeting of fair trading concerns by introducing an intelligence led approach	Pilot new approach after Best Value comparison with Beacon authority	Reduced level of consumer complaints and improved compliance
Carry out trend analysis of complaints to inform future service planning	Ensure intelligence led approach is targeted on key areas	As above
Research and development to protect vulnerable in society	Recruit officer for new post and develop projects re under-age sales; doorstep sales; and rogue traders	Reduce incidence of under-age sales and doorstep scams in Hampshire
Reduce food sampling budget but maintain current sampling level	To release resources for new officer above	Improved sampling analytical procedures to speed up process
Implement consultation strategy	Greater understanding of public and business concerns and expectations	Improved targeting of resources

Continue to produce publicity and educational information about service	To improve public and business awareness of the service and website	Improved awareness and understanding of service and how it can help Greater public and business self-help via website.
Review and develop partnership arrangements	Increase awareness of partnership opportunities with external agencies	Increase effectiveness of partnerships and joint working
Develop systematic approach to monitoring and benchmarking key performance indicators	Meet Government performance measures Provide evidence of continuous improvement	Improved knowledge and understanding of performance Identify strengths and weaknesses
Improve efficiency and effectiveness by addressing a range of management issues arising from BV Review, including EFQM and Equalities assessments.	Improve Advice Service call handling Continue use of EFQM self-assessment Generate creativity and innovation Develop more flexible working practices Review effectiveness of internal communications Participate in corporate training activities Implement equalities action plan Develop use of electronic systems	Improved efficiency and effectiveness

Part 3 Review, Assessment and Improvement

16 Quality Assessment and Review

16.1 Provisions for ensuring the work of the service is assessed against the Service Plan and ISO Standard include the following:

· To continue to work to an accredited ISO 9001 Quality System

· To continue to work to an accredited IIP Quality System

· To continue to work to an accredited CLS Quality System

· To continue to develop an approach that matches the EFQM Excellence model

· To monitor performance against BV 166

· To monitor Service Projects at team and management level on a quarterly basis

· To monitor projects leaders effectiveness at Performance Development Reviews

· To develop further consultation processes with stakeholders to inform future policies

· To continue with peer assessment of specific service aspects

· To compare performance by reference to CIPFA information; IPF benchmarking information; best practice reports and regional benchmarking

· To develop service delivery methods to ensure Equality of Service provision for the public

Current Awards

As indicated on the Profile Form, Hampshire already holds the following awards:

IIP ISO 9001 CLS Quality Mark

Benchmarking and Peer Assessment

Hampshire is a member of SETSA, the South East regional Trading Standards liaison group of 10 neighbouring authorities, which operates benchmarking and focus groups to share best practice. It also undertakes peer assessment of metrology, food enforcement and health and safety issues with partners in this group. Benchmarking on CIPFA statistics against the six shire counties in England with a population exceeding 1 million, and English counties as a whole, is carried out. Best Practice and statistical comparison was also conducted with four other county councils that were commended or received the OFT Excellence Award, or Beacon Status. Similar comparisons have been made with other agencies, including the AA and the police. A comprehensive assessment against the EFQM model has been conducted as part of the Best Value Review. This work will continue to be developed.

Performance against Service Plan

Monitoring the progress of service plan projects is measured on a monthly basis by TS Managers and Team Leaders and at quarterly specialist officer team meetings. It is also reported to the Regulatory Services Management Group and an Annual Report is produced. Quarterly reviews are used:

· To identify any significant variations from the plan and the reasons and action to be taken

· To analyse complaint statistics and trends and identify any amendments required to enforcement programmes or service delivery

· To take account of any external influences that were not considered when the plan was prepared e.g. changes in local or national policy; new opportunities etc

· To identify good practice and successful projects and build on these

· To identify additional non-planned work that has met objectives

· To review the balance of pre-planned and reactive work

· To ensure that the overall plan is achievable by resource planning

ISO 9001

As part of its Quality System the Service has procedures covering all aspects of its work. The Service Plan includes a programme of internal audits against the procedures with subsequent reporting and remedial action. TS Managers are responsible for ensuring that the Quality System is followed and kept up to date by specialist officers. The Quality System is subject to an annual Management Review and Action Plan.

All Teams and Specialist Officers have a copy of the Service Plan and are aware of how their individual work feeds into the aims and objectives of the Plan.

16.2 The Plan will also need to take account of changes necessary following any Service Level Agreement with DEFRA. The Service Plan was finalised in March and no other significant changes have been identified at this stage.

16.3 An action plan has been drawn following a recent Quality Management Review.