the trader - issue 1

Magazine for Trading Standards Approved Businesses

The TraderIssue 1 I February 2013

Trader of the Year Awards 2012 Winners and photographs inside

Looking for a business you can trust? Trading Standards have done your homework...Trading Standards have checked out local businesses to make sure that they are reliable, honest and trade fairly.. And we have approved the ones we think are the best.All you need to do is get 3 quotes and find the best price!

Click on www.traderscheme.org.uk or call 0151 691 8369

This is an exciting time for Trading Standards and its member businesses as we are now ready to launch the new ‘Trading Standards Approved’ brand and related promotional campaigns to increase consumer awareness.

Recognition of the scheme has dramatically grown in the last 3 years through word of mouth proving the demand for this vital service. As we move forward, Trading Standards remain focussed and commited to supporting businesses through offering advice on a range of subjects from consumer law to cancellation policies and will continue to provide relevant information to ensure that your business is well informed.

Finally, I would like to take this opportunity to congratulate all winners at the Trader of the Year Awards, in particular, Andrew Horner of Renroh Engineering. I hope that all guests enjoyed the evening and we welcome any feedback that will assist in planning next years event. I would also like to welcome our newest members to the scheme and thank existing members for your continued support.

Nicola Smith, Project Manager

Welcome

The Trader I Contents

Issue 1 I February 2013 3

Contents4 Wirral Trading Standards issue first ASBO

6 Scam - Rogue Tree Surgeons

7 Les Perry Success

8 Feature: Consumer Contracts

20 Member News

21 Member Directory

Trader of the Year Awards 2012: Special Feature Pages 10-19


Gwyn Hamilton has become the first trader on Wirral to be issued with an Anti-Social Behaviour Order on conviction after being branded as “an utterly dishonest liar and a rogue who would not take no for an answer” by District Judge Abelson at Wirral Magistrates’ Court.

On Monday 21 January 2013 at Wirral Magistrates’ Court, Hamilton, of New Start Park, Nantwich was found guilty of offences of fraud and aggressive trade practices. On Monday 28 January 2013, Hamilton was made subject of the Order and was also sentenced to five months imprisonment, disqualified from driving for 18 months and was ordered to pay costs of £2,300 and £95 compensation for the re-bedding of roof tiles after the incident. The Judge also made a Deprivation Order in relation to the van he used whilst committing the offences.

In July 2012, Hamilton cold called to a couple in their 80s and told them that they needed work doing to roofing tiles on their home in Bromborough, Wirral. The couple did not want the work doing and did not believe that the work in fact needed doing but Hamilton bullied and intimidated the couple into eventually agreeing to the work being done. An initial price of £37 was quoted but this later escalated to £400 after Hamilton’s colleague went up on the roof to start work. Thankfully, the couple did not pay the money as

Trading Standards obtain their first ASBO against a rogue trader


The Trader I Investigation

they stood their ground and refused to pay. Hamilton also failed to provide the couple with a notice detailing their right to a seven day cancellation period.

The District Judge paid tribute to the female consumer who, aged 80 years of age, gave evidence in the trial of Hamilton calling her an “absolutely totally compelling witness”, “outstanding, complete and who told the truth, the whole truth and nothing but the truth”. The Judge stated that he had a duty to protect other elderly and vulnerable residents on Wirral from traders like Hamilton and that he wanted to send out a clear and unequivocal message to other rogue traders like Hamilton.

The terms of the ASBO prohibit Hamilton anywhere within England or Wales from cold calling at any residential premises without prior permission of the occupier, touching the fabric and grounds of any building or dwelling belonging to anyone not of the same household as Hamilton without the permission of the occupier, or persuading, encouraging, coercing or otherwise harassing occupiers of premises to access additional monies from any source in order to meet demands for payments that were not originally agreed and not to incite or encourage others to commit any act prohibited by the Order.

The Order lasts indefinitely. Should Hamilton breach the Order, he faces up to five years in prison.

ROGUE traders in Wirral are finding new ways to try and scam vulnerable local residents out of their hard-earned cash. The latest reports that have come into Wirral Trading Standards involve the current concerns about diseased Ash trees – or Chalara Dieback – and people going door-to-door, particularly targeting elderly residents, offering to ‘test’ or ‘spray’ their trees, regardless of what species they are. As with many other cold-callers, the people offering these services are almost certainly scammers with no expertise or interest in the problem, they are merely driven by the desire to take money off people under false pretences.

The advice to residents who might find themselves facing these unscrupulous people on the doorstep is the same as it always is – whether they are genuine salespeople or not, a few simple rules should be followed.

Cllr Brian Kenny, Wirral Council Cabinet member for Environment, said: “Door-to-door salespeople can be very convincing and their advice can appear plausible, but people should remember that, in the main, this kind of rogue trader is really just after quick cash. By following our advice, it will show them that you are not an easy target and the likelihood is they will move on very quickly.”

If anyone is unsure about people calling at their house and offering their services, or if you suspect anything suspicious, then you can contact the Citizens Advice Consumer Service on 08454 04 05 06 or you call the police on 101.

Beware Bogus Tree Surgeons

The Trader I SCAM Alert


The Trader I Member News


Proving success through trading fairlyLes Perry Roofing Contractors Ltd based in Barnston are proving that trading fairly and honestly makes a huge difference to vulnerable people within our communities and impacts positively on business growth in the long term.

When Les Perry responded to a customer enquiry, whereby the client was completely blind, Les Perry thought about how he could effectively communicate the quote and schedule of works included to the customer.

As a result, Les Perry commissioned for the quote to be translated into braille. However, at the meeting with the customer and after hearing about the stories of a number of roofers cold calling at his door and beingmoved by the poor quality of life he appeared to have, Les Perry decided to repair his roof free of charge and provided him with details of Trading Standards Approved Businesses, if in future, he was in need of any reliable and trustworthy trades.

Les commented: “He actually carried a tape recorded around with him permanently in order to take down any important messages or telephone numbers and I gave him some contact numbers at that time. He seemed a lot happier when i left him that morning!”

Les Perry have recently become CHAS registered and have employed a full time quantity surveyor. In addition, they have picked up some lucrative commercial projects for the Mast House Group in Bootle and have teamed up with a local renewable energy company for the supply of PV and hot water panels.

Derek Payet, Head of Trading Standards said “This is a heart-warming example of how member businesses’ treat customers fairly. Trading Standards will continue to support the good reputable businesses to protect consumers from rogue traders. It is great to see that members are promoting the scheme and recommending each other to consumers.”

As a business, entering into contracts with consumers is central to what you do. Since your contracts convey a message about your business, it’s just like any other marketing opportunity.

Your contracts can be used to inspire confidence in your customers and long term success through repeat business. When dealing with any reputable

business, customers trust that contracts will be fair, so they often focus on upfront information like the price and the key things you tell them about your product or service. By thinking about what your customers reasonably expect, for example, no hidden surprises in the small print or features not properly explained, you can create clear and fair contracts that meet their expectations as well as the needs of your business. Here are some top tips to help you establish clear and fair contract terms:

Consider Customer Expectations

As we all know, most customers have limited appetite for details. They just want to know what they will be getting and what it will cost. That’s why, when developing your contract terms, it is important to carefully choose what to highlight upfront and what to include in the small print. This is best done by determining what type of information your customer expects in order to avoid things coming as a surprise later:

• See it from your customers’ point of view. Draw on your own experience as a customer and think about the level of information that you would like to know when entering a contract.

• Be realistic. The truth is that some customers tend to be overly optimistic at the point of sale so consider what elements of the contract they may not foresee.

• Pay attention to complaints and feedback. Look at comments you have received in the past, or websites that showcase what has put customers off.

Customer Contracts - What you need to know


Leave no surprises in the small print

If your contract contains small print terms that could surprise your customers, do one of the following:

• Ensure your customers understand what they’re getting into. Consider: adding a clear and prominent summary box at the start of your contract, highlighting elements of the contract that could be overlooked or misunderstood within marketing materials and website and ensuring staff understand, highlight and explain key terms.

• Change terms in the small print to bring them in line with customer expectations. For instance, make certain that additional charges only cover costs to which they relate.

• Remember, it’s not all in the small print. When developing or reviewing your contract terms:

• Think about how to make the term simpler. This does not only mean the way it is described but, more fundamentally, the way it works.

• Remember your customers have limited ability to process information or calculate prices. If possible, avoid charges that are complex, deferred, or of an uncertain likelihood or amount. If you can’t avoid them, make sure customers understand them, for example, by using illustrative examples.

• Give customers clear information in good time. Present key information as soon as possible so customers can make calm and effective use of it - not at the last minute before purchase. The most important information should be in marketing materials, on websites, and reiterated face to face where possible.

Pay close attention to these terms

There are key contract terms that, if misrepresented, have higher potential to harm consumers. Avoid problematic terms within your contracts by applying the tips listed above to the following contract terms:• Terms setting the scope of contract subject matter: the nature and detail of what’s being delivered, for

example restrictions of service or quality that consumers may not expect or understand.• Terms covering risks to contract performance, such as traders’ liabilities for failure or external

disruption.• Remote charges: any additional costs for consumers that they may not expect or take on board, such

as charges that only arise in certain circumstances, are hard to understand or that only appear in small print.

What you should avoid

Contracts should not include terms that are easy to miss or misunderstand which create a significant mismatch between what customers expect and what the deal delivers. For example, higher than expected charges for basic services customers would assume were included in the main price, such as accepting payment by card. Avoid surprising your customers with terms whose significance may be missed, by asking:• Do any such terms make the purchase

significantly less attractive?• Do any additional charges significantly

increase the overall price of the deal? If so, do these reflect your costs to provide the deal?

• Over-complicate the deal rather than explaining it. For example, terms that refer to unnecessarily numerous options or to circumstances that the customer is unlikely to foresee.

Ensure your contractual information is clear and fair, by asking:• Are the main terms clear or is there

room for ambiguity?• Do the main terms cover the key issues

of concern to my customers?• Can customers easily understand the

implications of the terms?• Do customers have enough time to

accurately interpret the terms?

The Trader I Customer Contracts


The Trader I Trader Awards 2012

The Trader of the Year Awards have been presented at a glittering ceremony held at Oxton Bar and Kitchen, Oxton Village. A total of 7 awards were presented to Trading Standards Approved Businesses to highlight outstanding success in Excellence in Customer Service. The annual awards recognise the achievements of companies that demonstrate a commitment to serving the people of Wirral. Categories included ‘Supporting Employment’, ‘Supporting the Local Community’, ‘Leader in Customer Service’ and ‘Environmental Responsibility’. There was also the prestigious ‘Trader of the Year’ award, which recognises outstanding commitment to continuous customer service development.

Presenting the awards were Councillor Brian Kenny, Wirral Council Interim Strategic Director of Regeneration Kevin Adderley, Chief Executive of Involve NW Justine Molyneux, Pat Lloyd of Age UK, and Derek Payet from the Council’s Trading Standards team.

Cllr Brian Kenny, Cabinet Member for the Environment, said: “I am incredibly impressed with the outstanding merits of these businesses. Not only do they offer their customers an excellent service but they play a major role in contributing to the local economy. The Trading Standards Business Approval Scheme is going from strength to strength and through word of mouth, customer awareness is growing. As a Council we are committed to promoting the scheme.”

Hosting the evening was professional magician, illusionist, stand-up comedian and entertainer John Harding, who has 20 years experience of entertaining on stage and screen, including appearing on ITV’s Astounding Celebrities, and for the Prince of Wales, the Princess Royal and the Duchess of Wessex.

The Winners

Trader of the Year 2012 - Renroh Engineering

Protecting Vulnerable People 2012 - Bell Mobility Ltd

Supporting Employment 2012 - JBC Building Disabilty Adaptations




Supporting Communities 2012 - Cureton Gas Ltd

Leader in Customer Service 2012 - Merilyn Phillips Ltd

Special Recognition 2012 - J.G Dodd Bathroom Installationss

Protecting the Environment 2012 - TaxAssist Accountants

The Speakers The Guests


Cllr Brian KennyWirral Council

Kevin AdderleyWirral Council

Derek PayetWirral Council

Excellence in Customer Service Award Winners 2012• A & S Garden Services• A1 Improvements• Abbey Electrical Contractors

Wirral Ltd• Alan D Scoffield Heating• Astra Property Care Ltd• Bebington Glass and Glazing Ltd• Bell Mobility Ltd• Belmar & Liston Funeral Directors

Limited• Billing and Rowan Building

Contractors• Bluecrest Mobility Services• Borough Property Services Ltd• C & C Plumbing Services• C & T Landscaping• Caldy Construction Company• Colin Jones Bathrooms• Cureton Gas Services• D & R Services NW Ltd• D Atherton Painting &

Decorating• DDA Ramps & (Building)

Adaptations Ltd• Derek’s Building Services• Discount VW Audi Centre Ltd• Everite Windows Limited• Furber Roofing Ltd• Gateway Development Ltd

• Gilmore Developments Ltd• Higher Bebington Gas Ltd• J.Dodd Bathroom Design and

Installation• JBC Building & Disability

Adaptations Ltd• JC Plumbing & Heating &

Electrical Services• John McManus Painting &

Decorating • Kane & Able Developments• Les Perry (Roofing Contractors)

Ltd• Lock And Key Master• MCA Services• Mentseux Builders• Merilyn Phillips• Midland Building and Property

Repairs Ltd• Minshull Windows Ltd• NTC Building Contractors Ltd• Nursery Kitchen• P & R Contractors (Wirral) Ltd• Perrys SGE Ltd• PP Electrical Services• R J M Building and Decorating

Services• Renroh Engineering• SH Heating & Plumbing Services• Strongpark Estates Limited• TaxAssist Accountants• Wendywise Garden Services• Wholesale Windows at Wholesale

Prices Ltd



The Wirral Trader Scheme has now been rebranded to the ‘Trading Standards Approval Scheme’. All members will be issued with a new toolkit to promote the brand. The toolkit will include: electronic logo, membership certificate, leaflets and posters.

In addition, the new website is now live and can be found at www.traderscheme.org.uk. A formal launch event will take place in the late spring, whereby members and stakeholders such as Age UK, Citizens Advice and Council officers will be invited. This will be followed by a high profile PR campaign to promote the scheme to consumers.

The benefits of the new brand include: wider consumer recognition and the ability to pool resources with other Trading Standards service to include a regional approach.

As part of Members commitment to the scheme, businesses are kindly asked to promote the scheme as widely as possible, therefore, if you require additional support from Trading Standards to enable this, please contact the Business Approval Team on 0151 691 8369.

We’ve launched...

Members are being targeted by a SCAM, whereby a company pretending to be Trading Standards are offering to build your website. Please be assured that this has nothing to do with Trading Standards and please do not agree any contracts over the phone.

One of our members, Andrew Horner of Renroh Engineering is running the London Marathon in April 2013 for the charity www.sense.org.uk. They are a deaf and blind charity and he is looking to raise £1500.00. If you would like to support Andrew in his quest to raise money for charity, please click onto:

w w w . j u s t g i v i n g . c o m /andrewhorner40 where you can donate online or text ‘DOIT73’ to 70070. We wish Andrew well in the marathon!

Renroh to run the London Marathon!

Scam targeting members

The Trader I News

Member prices must be advertised inclusive of VAT

The Business Approval Team would like to remind all members that as per the Code of Practice, your prices must be advertised or given to customers inclusive of VAT. If you would like to receive further advice or guidance, please contact the team on 0151 691 8369.


A & S Garden ServicesA 2 B Skip Hire (Wirral) LtdA1 ImprovementsAbbey Electrical Contractors Wirral LtdActivate Business Systems LtdAlan D Scoffield Heating LtdAnnadale Roofing LtdArgyle Electrical LtdAstra Property Care LtdAtlas Fire & Security LtdBebington Glass and Glazing LtdBell Contractors LtdBell Mobility LtdBelmar & Liston Funeral Directors LtdBeneck Preservation Ltd Billing and Rowan Building ContractorsBluecrest Mobility ServicesBorough Property Services LtdBusy Bees Maid Service (Northwest) LtdC & C Plumbing ServicesC & T LandscapingCaldy Construction CompanyCJ Charles Heating *New Member*Clearground LtdColin Jones BathroomsCureton Gas Services LtdD & R Services NW LtdD Atherton Painting & DecoratingDDA Ramps & (Building) Adaptations LtdDerek’s Building ServicesDial a Lock LtdDiscount VW Audi Centre LtdE.Twigg BuildersEmpty Homes Partnership LLPEverite Windows LimitedF Wilson & SonFurber Roofing LtdGateway Development LimitedGilmore Developments LtdGreen Lane Car SparesHeating Plus NWHelix Roofing Contractors LtdHigher Bebington Gas LtdHome Heating SystemsJ J Kelly (Builders) LtdJ.Dodd Bathroom Design and InstallationJBC Building & Disability Adaptations LtdJC Plumbing & Heating & Electrical ServicesJEL Electrical Contractors LtdJFW Construction LtdJHS Group Ltd

John McManus Painting & Decorating Johnson Heating (Liverpool) LtdKane & Able DevelopmentsKBH Accountants Ltd *New Member*Les Perry (Roofing Contractors) LtdLock And Key Master LtdManley Tyres & ExhaustsMCA ServicesMCN Builders LtdMentseux BuildersMerilyn Phillips LtdMidland Building and Property Repairs LtdMinshull Windows LtdN & P Windows LtdNorman Hayes & SonNTC Building Contractors LtdOLR ConstructionP & R Contractors (Wirral) LtdPenny Lane Builders LtdPerrys SGE LtdPeter D Welch Electrical Contractors LtdPlumbline Plumbing & HeatingPP Electrical ServicesR C Cook and Son BrickworkR J M Building and Decorating ServicesRenovate Wirral LtdRenroh EngineeringRyan CorriganS Webster BuildersS.T.L Plumbing & Heating LtdScafftech Scaffolding Solutions LtdSH Heating & Plumbing ServicesSolar Clearsky Spar Roofing LtdStrongpark Estates LtdTaxAssist AccountantsTechnical Building ServicesThe Nursery Kitchen LtdThe Way Ahead Equity Release LtdUltra Seal Windows and Conservatories LtdVillage Electrical ServicesVillage Motor Company LtdWainwright Construction LtdWendywise Garden ServicesWholesale Windows at Wholesale Prices LtdWirral DrainageWirral Fascias LtdWirral Property ServicesWirral Roofcare Ltd

The Trader I Member Directory


The Trading Standards Business Approval Scheme gives official approval to businesses that meet a set of standards and agree to a Code of Practice. Approved businesses are qualified to use the certification mark - which demonstrates high standards of customer service, business compliance, quality goods and services, a skilled workforce, honest sales and marketing techniques and an effective complaint handling system in case things go wrong. Trading Standards promote all certified businesses to consumers as businesses we trust.

To apply for membership, visit www.traderscheme.org.uk or call 0151 691 8369 for an application pack.

Give your business a competitive edge..... become a Trading Standards Approved Business

Wirral’s BIGGEST talent competition in 2013Involve Northwest, a Wirral based charity are hosting a

competition to showcase the talents of Wirral’s young people.

This is your organisation’s opportunity to support the young people of Wirral by purchasing a table of six at this ‘glitzy’ talent competition to be held

at the prestigiousLeverhulme Hotel on 16th March 2013.

On the evening you and your guests will receive ‘nibbles’ on arrival and during the shows interval you will be offered the UK’s national

dish of fish ‘n’ chips.Also included in the price of your table is your organisation’s logo printed on

the publicity materials as a ‘thank you’ for your support.

The cost for a table for six people is only

£100.00A great price for an evenings entertainment and refreshments.

If you would like to support Wirral’s young people by purchasing a table please contact Justine Molyneux at Involve Northwest on

0151 644 4201 or email [email protected]

Dress code: Smart

Funded by Wirral Council through Early Intervention Grant

Contact us:

Business Approval TeamTrading Standards

Wirral Council

0151 691 8369

[email protected]

www.traderscheme.org.uk

the trader - issue 1

Documents

new trading standards

money astrading standards

year awards

member businesses

wirral magistrates court

gwyn hamilton

hamilton cold

consumer contracts