Best practice

The following is an index of best practice of LAATSN scheme operators:

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Carmarthenshire County Council Registered Traders Scheme

• Initial and regular audits for members
• feedback questionnaires are required to be given to all members' customers
• comprehensive Information Pack provided to members as well as additional training if required
• all complaints about members investigated and disciplinary action taken if necessary
• mediation service provided to aid resolution of disputes between a member and consumer if requested.

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South Yorkshire Motor Trade Business Partnership

• Strong links developed with Police Vehicle Crime Group
• business received a copy of their completed audit form
• protection of consumer cash deposits up to £100,000 per claim
• mystery shopper from a neighbouring authority used
• members offered customer complaints log
• motor engineers available for members to use if need arises
• yearly re-audit conducted twice yearly monitoring visits
• training seminar held annually
• consultation with CABx
• mediation offered by trained officers
• member businesses given customer complaints log
• neighbouring authority to visit member businesses to check compliance
• yearly satisfaction form to be sent to members.

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Buy With Confidence

• Full and comprehensive initial compliance assessment
• CRB checks on all employees and subcontractors working in or on domestic premises
• members offered standard complaints procedure and log
• references obtained from previous customers as part of audit procedure
• training and guidance on handling complaints made available to members
• prepaid customer feedback forms provided to all members
• members offered civil/criminal law training sessions
• regular newsletter distributed to all members and partners
• free entry on scheme website
• web visit statistics supplied to members
• complaints about members monitored and disciplinary action taken if necessary
• re-auditing programme for existing members. 

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Staffordshire and Stoke on Trent Home Improvement Trader Register

• Consultation with a range of consumer groups and businesses conducted prior to establishment of the scheme
• standard contract made available to both businesses and consumers
• close working with Home Improvement Agencies means that vulnerable consumers who may be eligible for additional service are identified and offered these through the Agencies
• complaints and feedback on members monitored on a monthly basis
• yearly questionnaire sent to members.

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Dudley Fix -A- Home

• All traders are interviewed in person before membership is permitted
• all consumers who use the service receive a customer satisfaction questionnaire and 30% are returned
• random, regular follow up calls are made to customers
• 50 per cent of members are consulted annually by telephone
• members are consulted via a questionnaire every 18 months
• members are required to ensure that vulnerable homeowners understand the price and details of any work to be undertaken.

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Bedford Borough Council - Trading Standards Approved scheme

• All applicants audited prior to membership being granted
• consultation questionnaire issued annually to members
• results sent to members and published on scheme website 
• customer feedback surveys available to all consumers using scheme members. Feedback published on scheme website
• mediation offered by experienced consumer advisors
• bi-annual member newsletter
• civil/criminal law training available to members
• references obtained from previous customers as part of audit proceedure
• random re-auditing of existing members each year
• complaints about members monitored and investigated.

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Cheshire Trading Standards - Golden Spanner scheme

• All members are personally interviewed and have to pass a robust approval process, including audits to ensure that the scheme requirements are met
• yearly, independent 'mystery shop' where a vehicle with introduced faults is submitted to service/repair outlets
• yearly auditing of members to ensure standards are being maintained
• employment of a business consultant to represent the members & liaise with Trading Standards
• monthly monitoring of complaints and feedback on members
• bi-annual newsletter
• bi-annual members meeting/training day.

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Wirral Trading Standards - Wirral Trading Scheme

• All members undergo a comprehensive approval process which includes checks into their trading practices and audit inspections before being accepted onto the scheme
• annual reviews are conducted of each member before granting the renewal of their membership
• feedback from their customers is used to introduce continuous improvements
• annual 'Wirral Trader of the Year Award' for the members with the best feedback from their customers
• dispute resolution conducted by experienced officers, whose decision is binding on the members
• quarterly newsletter
• updates and training on civil and criminal legislation.

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