Documents
Resources
Learning Center
Upload
Plans & pricing Sign in
Sign Out

TRADING STANDARDS SERVICE - BEST VALUE REVIEW

VIEWS: 14 PAGES: 159

									                                                                                      CABINET

                                                                                   7 APRIL 2003

                                                                                   ITEM NO:   .


                    TRADING STANDARDS‟ SERVICE PLAN 2003/2004
                   Report by Steve Holland, Head of Trading Standards


 The purpose of this report is to advise and seek the views of Cabinet about the
 Trading Standards‟ Service Plan.



1.       INTRODUCTION

         The Local Government Act 2000 requires the County Council, amongst other
         things, to determine and establish a Policy Framework. The Policy
         Framework must incorporate a number of statutory plans and provides the
         County Council with the opportunity to include any other plans which it
         considers should be part of its Policy Framework. At its meeting on 25
         February 2002 the County Council incorporated the Trading Standards‟
         Service Plan (formerly called the Consumer Protection Strategy) within its
         policy framework. Details of, or any amendments to, plans within the policy
         framework are deemed to be Key Decisions which can only be taken by the
         full Council. Key Decisions are published in the Council‟s Forward Plan. The
         current Forward Plan provides for Cabinet‟s consideration of the Trading
         Standards‟ Service Plan at its meeting on 7 April.

2.       TRADING STANDARDS‟ SERVICE PLAN


         The Trading Standards‟ Service Plan sets out the key actions which the
         Trading Standards Service proposes to take over the next year. These key
         actions are directly linked to the County Council‟s community and corporate
         objectives in a clear and transparent way. In addition, specific and
         measurable targets against each of the key actions have been established.

         Annexed to the Trading Standards‟ Service Plan are:

                 the Trading Standards‟ Enforcement Policy (Appendix G)
                 the Food Law Enforcement Plan (Annex I)
                 the Enforcement of Age Restricted Sales Plan (Annex II), and
                 the Farm Enforcement Plan (Annex III).

         The enforcement of the Age Restricted Sales Plan enables the County
         Council to discharge its statutory duty to consider its enforcement of the
         Children and Young Persons (Protection from Tobacco) Act 1991.


C:\Docstoc\Working\pdf\942b25fa-d541-4a5f-97ba-629042539c3f.doc 09/11/2011 16:49
         It is proposed that all targets and key actions will be reviewed on an annual
         basis in order to reflect developments in the County Council‟s community and
         corporate objectives over time

         The Trading Standards‟ Service Plan has also been designed to fully address
         the requirements of the new National Performance Framework for Trading
         Standards Services.

3.       ACTIONS REQUIRED

         The views of Cabinet are sought in relation to the proposed Trading
         Standards‟ Service Plan prior to its consideration by full Council on 12 May.




Contact:          Steve Holland, Head of Trading Standards Tel: 01603 223429
                  e-mail: steve.holland.trad@norfolk.gov.uk

                  Sophie Leney, Assistant Head of Trading Standards (Service
                  Development Tel: 01603 224275
                  e-mail: sophie.leney.trad@norfolk.gov.uk




C:\Docstoc\Working\pdf\942b25fa-d541-4a5f-97ba-629042539c3f.doc 09/11/2011 16:49
                       TRADING STANDARDS
                          SERVICE PLAN

                                          2003/2004

Produced in accordance with the requirements of the National Performance
Framework for Trading Standards Services




             If you would like this report in large print, audio, Braille, alternative
             format or in a different language please contact our Customer Service
             Centre on 0845 7 444466 and we will do our best to help




C:\Docstoc\Working\pdf\942b25fa-d541-4a5f-97ba-629042539c3f.doc 09/11/2011 16:49
                                                          NORFOLK COUNTY COUNCIL
 NAME OF AUTHORITY
 Name of Chief Inspector of
                                                          STEPHEN HOLLAND
 Weights and Measures




 CONTACT DETAILS

     Name              Sophie Leney
     Position          Assistant Head of Trading Standards (Service Development)
     E-Mail Address    sophie.leney.trad@norfolk.gov.uk
     Address           Norfolk County Council Trading Standards Service,
                  County Hall, Martineau Lane, Norwich, Norfolk, NR1 2UD




 STATUS OF PLAN                                                                    DATE


         APPROVED BY MEMBERS (GIVE APPROVAL DATE)


     MEMBER APPROVAL PENDING (GIVE EXPECTED DATE
 FOR OBTAINING APPROVAL)                                                           12TH MAY 2003
      (notify DTI when approval obtained)




C:\Docstoc\Working\pdf\942b25fa-d541-4a5f-97ba-629042539c3f.doc 09/11/2011 16:49
CONTENTS



Part One: Context And Comparative Factors


The Trading Standards Service In The Community

1.    Core Responsibilities of the Trading Standards Service

2.    Community/Corporate Objectives and Local Priorities

3.    Aims, Objectives and Strategic Thinking


Local Structure And Resources

4.    Local Authority Organisation, Accountability and Wider Links

5.    Local Authority Trading Standards Expenditure

6.    Staffing Allocation

7.    Accessibility


Assessing Community Expectations And Feedback

8.    Consumer Needs and Expectations

9.    Needs and Expectations of Local Business

10.   Awareness of Trading Standards

11.   Demand for Specialist Services



Part Two: National And Local Priorities


Provisions For National And Local Priorities

12.   Informed Confident Consumers

13.   Informed Successful Businesses

14.   Enforcement of a Fair and Safe Trading Environment

15.   Efficient, Effective and Improving Trading Standards Service
                                                                     1
Part Three: Review: Assessment And Improvement


Quality Assessment And Review

16.    Quality Assessment and Review



Appendices

A:     Primary Legislation enforced by the Trading Standards Service

B:     Norfolk County Council Community and Corporate Objectives

C:     BVPI 166: The Best Value Performance Indicator for Environmental Health and
       Trading Standards

D:     Trading Standards‟ Actions Following Recommendations made by the Best
       Value Inspectorate

E:     Organisation Chart of the Trading Standards Service

F:     Opera Community Research – Deprivation and Social Exclusion Survey –
        Analysis

G:     Enforcement Policy



Annex I: Food Law Enforcement Plan (FLEP)

Annex II:    Enforcement of Age Restricted Sales (EARS) Plan

Annex III:   Farm Enforcement Plan (FEP)




                                                                                2
PART ONE




     A     -   THE TRADING STANDARDS SERVICE IN THE COMMUNITY




B - LOCAL STRUCTURE AND RESOURCES



C - ASSESSING COMMUNITY EXPECTATIONS
    AND FEEDBACK
A – THE TRADING STANDARDS SERVICE IN THE COMMUNITY


All Trading Standards Services are responsible for a core of functions, including weights
and measures, consumer safety, advice and fair trading. Here in Norfolk we provide a full
range of services not only in line with these core activities but also in support of local
needs, through the pursuit of both community and corporate objectives which take into
account the geographic and demographic profile of our County. These local influences
include:

(a)   Geography

                          Norfolk is a large and predominantly rural county with an
          attractive environment including quiet villages and ancient market towns. Whilst
          it is a county with a strong agricultural base it also has a rich seafaring history
          and an industrial past.

                         Much of the 322km of Norfolk‟s coastline is designated as Areas
          of Outstanding Natural Beauty. The Norfolk Broads, with over 200km of rivers,
          offers a unique and precious environment enriched with rare plants and wildlife.


(b)   Population

         Norfolk has a population of around 804,000, projected to increase to 808,000
          during the 2003/4 service year.

         The County covers a geographical area of 5,372 square kilometres and
          consequently has a very low population density – only 1.5 persons per hectare
          compared with an average of 3.8 in England and 46 in London.

         The County has three large centres of population, which account for 40% of the
          total population:

                  Norwich (194,930)
                  Great Yarmouth (69,275)
                  King‟s Lynn (39,475)

            There are a significant number of market towns (20 with a population in
          excess of 4000) that act as focal points for rural communities.

            25% of the population is aged 60 or over (as compared to the national
          average of 21%)

            Young people in Norfolk represent 23% of the population.
      Only 0.9% of the population comes from black and minority ethnic
    communities.
(c)   Economy

         Norfolk has a diverse economy with no particularly dominant sector. Over 90%
          of firms employ less than 25 people. Firms employing over 200 people account
          for only 1% of the stock but provide almost half of the jobs. Total employment
          equates to 45% of total population.

            Despite growth in some sectors, the county has seen some decline and
          closures and its economic performance generally lags behind that of East Anglia
          as a whole. Unemployment is around 5% and this is higher in urban areas.

            The skills of the Norfolk workforce are below those of the UK as a whole and
          the proportion of people willing and able to become entrepreneurs and set up
          their own business is lower than that in the UK and the East of England.

             Norfolk has good communication links, particularly to continental Europe
          through the East Coast ports; and is served by an international airport.
          However, the county has poor East/West road and rail links.

            Norfolk is the largest tourist destination in the East of England.


(d)   Deprivation in Norfolk

         The average income for Norfolk is 12% less than the national average.

         There are pockets of real deprivation in both rural and urban areas.

         Many rural areas are suffering from declining services and poor access to
          transport.

         The highest areas of multiple deprivation (DTLR Indices of MD, 2000) are in
          urban wards. Out of 230 wards, Norfolk has 12 of the worst 10% nationally and
          29 within the worst 20% nationally. It also has the 2 most deprived wards in the
          Eastern Region.


(e)   Funding

           The total expenditure on Trading Standards in Norfolk at £3,052 per thousand
          population, is significantly lower than the average for the family (audit
          commission) comparison group of £3,475 per thousand population.

           The amount spent on Trading Standards Services in Norfolk is also below the
          average for all Shire Counties, which is £3,162 per thousand population.
1.        Core Responsibilities of the Trading Standards Service
The core responsibilities of the Service are given below:

     Enforcement                                                                      Is this in your
     Responsibility       DESCRIPTION                                                 remit?
                                                                                      (yes or no?)
     Weights and          Work relating to the accuracy of weighing and
     Measures             measuring equipment in use for official purposes and
                          ensuring quantity of goods is within tolerance.             YES
                          Verification services.
        Does your authority maintain local standards?                                        YES
         (Ref: Section 4 Weights and Measures Act 1985)
        Does your service hold Approved Body status?
     (Relates to the Non Automatic Weighing Instruments Directive and linked UK               YES
     Regulations)
                          Includes claims about prices, quality or description of
                          goods and services.
                                                                                              YES
     FAIR TRADING

                          Includes monitoring goods supplied to consumers and
     PRODUCT              checking that they are safe and correctly labelled.
                                                                                      YES
     SAFETY
                          Includes ensuring food is correctly described and
     FOOD                 labelled throughout the supply chain, and that applicable           YES
                          compositional standards are met.
     STANDARDS
      Is the above function shared with Environmental Health?                                YES

                          Includes monitoring licensing regime, ensuring
     CONSUMER             transactions, documentation and adverts comply.
                                                                                              YES
     CREDIT
     Animal Health        Includes movement licences, monitoring welfare during
                          transport and at markets
                                                                                              YES
     and W elfare
     Agricultural         Includes ensuring fertilisers and animal feeding stuffs
                          are of correct composition and labelled.
                                                                                              YES
     Standards
                          Ensuring certain products are not supplied to children:
     Age Restricted
                          for example tobacco, videos, butane lighter fuel,                   YES
     Sales                fireworks.
                          Includes supply of unroadworthy vehicles, overloaded
     Road Traffic         goods vehicles, weight restriction areas.
                                                                                              YES
                          Ensuring fireworks and other explosives are safely
     Explosives           stored on registered premises.                              NO
                          Ensuring petroleum is safely stored on licensed
                          premises.                                                   NO
     PETROLEUM
     Environmental        Includes energy labelling, packaging disposal and motor
                          fuel pollutants.
                                                                                              YES
     Legislation

     Licensing
                          LIST THE MAIN DUTIES ONLY
                         PERFORMING ANIMALS


                         POISONS




Additional Functions. List any additional main duties which fall to your service
(Do not include membership of enforcement forums and business partnerships as these fall into section 4 of
the plan)


Specialist Services                                    Partners


Metrology and Calibration Services
                                                          Local and National Calibration
       One stop calibration shop working                  Laboratories
    with partners to offer comprehensive
    calibration service                                   Test House

                                                          Scale Companies

               Calibration services to other                       Other Trading Standards
                Trading Standards Authorities              Authorities


               Weighbridge Testing                                   Scale companies

Legal Services                                         None

                                                                                   Is this in your
Advice
                         DEFINITION                                                remit?
Responsibility
                                                                                        (yes or no?)
Are you part of a Consumer Support Network?                           YES
                       Provision of advice to business through means
Business Advice                                                       YES
                       other than inspection and home authority.
                       Provision of advice and information to
Consumer Advice                                                             YES
                       consumers.
Indicate the level of consumer advice you provide. (mark Y for yes where appropriate)
(In terms of the Community Legal Services Quality Mark definitions)
                Client
                         Local tax payers           Contract in area         No local connection
Level
Information
                         YES                                 YES                         YES
Assisted
information                                         YES            NO
                      YES
General Help
                              YES                   YES            NO
General help plus
case work                     YES                   YES            NO


The primary legislation that the Service enforces is listed in Appendix A.
2.     Community/Corporate Objectives and Local Priorities
The overall aims and objectives of Norfolk County Council are represented by the “Norfolk
First” Agenda and the core values of the County Council.

The County Council‟s five core values are:

             Improving public services
             Representing Norfolk people effectively
             Targeting resources where most needed
             Delivering value for money
             Investing in the future of Norfolk

These core values are enshrined in the Council‟s eight corporate goals, which are given
below:




Underpinning each of the above goals is a set of community/corporate objectives which
are listed in Appendix B. (The objectives that relate to the Trading Standards Service are
highlighted in bold). Areas of Trading Standards work for the 2003/4 service year (key
actions) which contribute to these objectives, are summarised in table 2.1 (Community
Objectives) and table 2.2 (Corporate Objectives). The key actions and associated key
targets listed in section D to this service plan detail how each of these areas of work are to
be taken forward.
                 2 .1   Community Objectives And How Areas Of Norfolk Trading Standards Work Link To Them



                                                                                                     KEY ACTION SUMMARY
               COMMUNITY OBJECTIVE                      KEY ACTION REFERENCE
                                                        NUMBER
               2.4 A positive image of Norfolk in the   5, 6, 7, 8, 9, 10, 13, 14, 18, 21            1.  Consumer Support Network          20. Enforcement of Age
                                                                                                     2.  Consumer Champions Initiative         Restricted Sales
 A THRIVING        world as a place to do business                                                   3.  Consumer Advice                   21. Farm Enforcement Plan
  NORFOLK                                                                                            4.  Consumer Information via          22. Investigations
               2.6 Improved infrastructure to           5, 6, 7, 8, 9, 10, 13, 14, 15, 16, 17, 18,       SUPER 2                               (Complaints/Referrals)
 ECONOMY           support business.                    21                                           5. Home Authority Principle           23. Investigations (Pro-Active
                                                                                                     6. Business Advice                        Inspection & Project Work)
               2.7 Improved skills base of the          5, 6, 7, 8, 13, 14, 21                       7. Regulatory Information via         24. Rogue Traders
                                                                                                         SUPER website                     25. Witness Care/Victim
                   Norfolk economy                                                                   8. Metrology Unit website                 Support Scheme
 PROVIDING     3.6 Reduced misuse of drugs              20                                           9. Verification Service               26. Learning and Development
                                                                                                     10. Metrology Services                27. Health and Safety Plan
 EFFECTIVE         (including alcohol and tobacco)                                                   11. Resolution of Consumer            28. Well-Being Initiatives
SERVICES FOR                                                                                             Complaints/Business Enquiries     29. Equal Opportunities Action
               3.11 Carers receive sufficient support   19                                           12. Metrology Complaints/Business         Plan
  PEOPLE IN                                                                                              Enquiries                         30. Maintenance of
    NEED                                                                                             13. Risk Based Inspection                 Accreditations
                                                                                                         Programme                         31 Weighing & Measuring
               5.1 Reduced crime rates                  19, 20, 21, 22, 23, 24                       14. Home Authority Inspections            Equipment Calibration
                                                                                                     15. Inspection of High-Risk Weights   32. Sustainable Development
               5.3 Consumers and businesses are         11, 12, 13, 14, 15, 16, 17, 18, 19, 20,          & Measures Equipment              33. Corporate Projects
   MAKING          exposed to less trading              21, 22, 23, 24                               16. Food Standards Agency             34. Corporate Purchasing
                                                                                                         Framework for Food Law            35. Efficiency & Effectiveness
  NORFOLK          malpractice                                                                           Enforcement                           of Trading Standards
   SAFER       5.5 Fire and other emergencies are       16, 21                                       17. Planned Inspection,                   Service
                                                                                                         Enforcement & Sampling            36. Trading Standards
                   dealt with promptly and                                                               Activities                            Improvement Plan
                   effectively                                                                       18. Fair Trading Scheme               37. Satisfaction Rates
                                                                                                     19. County Crime & Disorder           38. Service Plan Performance
               5.7 There is an effective consumer       1, 2, 3, 4, 5, 6, 7, 8, 11, 12, 16, 17,18,       Reduction Strategy                    Monitoring
                   and business advice service          19, 20, 21, 22, 25

 PROTECTING    6.1 County Council policies and          32
    AND            actions encourage sustainable
 ENHANCING         development
 NORFOLK‟S
ENVIRONMENT
               7.1 Opportunities to learn are readily   2, 4
 LEARNING          available
THROUGHOUT     7.2 People are encouraged to go on       2, 4
    LIFE           learning
                      People have improved basic                1, 2, 3, 4
                      skills



                   2 .2    Corporate Objectives And How Areas Of Norfolk Trading Standards Work Link To Them




                                                                                                                  KEY ACTION SUMMARY
             CORPORATE OBJECTIVE                                KEY ACTION REFERENCE
                                                                NUMBER
             8.2 NCC works effectively as one                   16, 17, 19, 29, 32, 33, 34                        1.  Consumer Support Network          20. Enforcement of Age
                                                                                                                  2.  Consumer Champions Initiative         Restricted Sales
                 organisation
                                                                                                                  3.  Consumer Advice                   21. Farm Enforcement Plan
             8.3 NCC works in partnership with other bodies     1, 2, 4, 7, 10, 16, 17, 19, 20, 21, 23, 24, 25,   4.  Consumer Information via          22. Investigations
                                                                30, 36                                                SUPER 2                               (Complaints/Referrals)
             8.4 NCC is a learning organisation with the        26, 36                                            5. Home Authority Principle           23. Investigations (Pro-Active
                                                                                                                  6. Business Advice                        Inspection & Project Work)
                  capacity to innovate                                                                            7. Regulatory Information via         24. Rogue Traders
             8.5 Public views are taken into account            16, 33, 36, 37                                        SUPER website                     25. Witness Care/Victim
             8.6 Norfolk people value our services              36, 37                                            8. Metrology Unit website                 Support Scheme
                                                                                                                  9. Verification Service               26. Learning and Development
             8.7 Services are readily accessible (including     1, 3, 4, 6, 7, 8                                  10. Metrology Services                27. Health and Safety Plan
                  electronically)                                                                                 11. Resolution of Consumer            28. Well-Being Initiatives
    AN       8.8 Services are locally delivered and locally     1, 3, 4, 6, 7, 8, 9, 10, 11, 12, 13, 14, 20, 21       Complaints/Business Enquiries     29. Equal Opportunities Action
 EFFICIENT        responsive                                                                                      12. Metrology Complaints/Business         Plan
   AND                                                                                                                Enquiries                         30. Maintenance of
             8.9 All clients and potential clients experience   26, 29                                            13. Risk Based Inspection                 Accreditations
RESPONSIVE        equal opportunity                                                                                   Programme                         31 Weighing & Measuring
 COUNCIL     8.10 The public understand what the Council is     20, 36, 37                                        14. Home Authority Inspections            Equipment Calibration
                  doing                                                                                           15. Inspection of High-Risk Weights   32. Sustainable Development
                                                                                                                      & Measures Equipment              33. Corporate Projects
             8.12 Employees and Members understand what         36, 38                                            16. Food Standards Agency             34. Corporate Purchasing
                  the Council is doing                                                                                Framework for Food Law            35. Efficiency & Effectiveness
             8.13 Employees are appropriately skilled and       16, 21, 26, 28, 34                                    Enforcement                           of Trading Standards
                                                                                                                  17. Planned Inspection,                   Service
                  well motivated                                                                                      Enforcement & Sampling            36. Trading Standards
             8.14 Employees experience fair conditions of       26, 28, 29                                            Activities                            Improvement Plan
                  employment                                                                                      18. Fair Trading Scheme               37. Satisfaction Rates
             8.15 Services are demonstrably competitive and     3, 6, 10, 16, 21, 30, 34, 35, 36, 38              19. County Crime & Disorder           38. Service Plan Performance
                                                                                                                      Reduction Strategy                    Monitoring
                  cost effective
             8.16 Our assets are well managed and               30, 31, 32, 34, 35, 36, 38
                  maintained
             8.17 We comply with regulations and the law        27, 29, 32
             8.18 Optimum use is made of new technology         4, 7, 8
3.    Aims, Objectives and Strategic Thinking
The aim of the Trading Standards Service is to enhance the social, economic and
environmental well being of consumers and businesses through the provision of
consumer protection and trading standards where there is the greatest need. So as
to achieve the greatest enhancement we will target our resources:

            at those consumers who are most in need:
                   the young, who can lack experience
                   those of working age who live in the most deprived areas of the
                    County
                   older people, who may be vulnerable

            at those businesses:
                   who are disproportionately burdened by red tape
                   who have the greatest impact on the economy of Norfolk
                   who cause the most detriment to the most vulnerable consumers

            where our legislative enforcement has the greatest impact on the
             environment.

The Service's objectives in meeting this aim are:

Objective 1 Ensuring Norfolk citizens are aware of their consumer rights through
            an effective programme of education, advice and support where there
            is the greatest need

             in particular targeting resources at:
              the young, who can lack experience
              those of working age who live in the most deprived areas of the County
              older people, who may be vulnerable

Objective 2 Ensuring Norfolk businesses are aware of their rights and legal obligations
            and comply with them through effective programmes of education, advice,
            support and risk based inspection, where there is the greatest need

             in particular targeting resources at those businesses
              who are disproportionately burdened by red-tape
              who have the greatest impact on the economy of Norfolk

Objective 3 Putting things right through an effective programme of complaint resolution
            where there is the greatest need and helping Norfolk citizens to seek redress
            when it is appropriate

             in particular targeting resources at reducing detriment to the most vulnerable
             consumers
Objective 4 Protecting Norfolk consumers and businesses from rogue traders through
            effective enforcement activities where there is the greatest need

                  in particular targeting resources:

                      at those businesses that cause most detriment to the most vulnerable
                       consumers, or
                      where our legislative enforcement has the greatest impact on the
                       environment.

The Service will achieve its aim and objectives by undertaking the key actions and meeting
the key targets in Section D which also details how these areas of work are linked to the
National Performance Framework priorities, the community and corporate objectives and
Best Value performance indicators.

The Service‟s aims and objectives are encapsulated within this Service Plan, which was
developed following consultation with consumers, businesses, Norfolk citizens, elected
Members and staff and in comparison with other Trading Standards Departments and
similar service providers.


The aims and objectives take account of the following local and national drivers:

   (a)       The service requirements of customers:

             Consumers feel strongly that the Trading Standards Service should provide a
              higher level of service such that they get:

                     A clear assessment of their complaint's viability (what chance it has of
                      being successful)
                     A defined conclusion (successful or not)
                     Support by taking action on behalf of customers whose own complaints
                      have been ignored

             Businesses feel strongly that an enabling and educational role is the correct and
               ultimately more efficient stance for the Service

   (b)       The human geography and demography of the county (See Section A above)
   (c) The Government's White Paper "Modern Markets: Confident Consumers" which
       seeks to "put consumers at the heart of government". The White Paper proposes a
       wider role for Trading Standards Authorities including:

           provision of consumer education
           participation in the Consumer Advice Network
           development of codes of practice for local businesses
           enforcement of "Stop Now" Orders (injunctions which require businesses to
            desist from detrimental trading practices)

      It also challenges traditional service delivery, emphasising the requirement for
      greater focus on the needs of consumers and businesses.

   (d) The Audit Commission's "Measure for Measure" Report which also highlighted
       weaknesses in traditional service delivery, including failure to:

       1.     assess consumer and business needs by consultation
       2.     assess risk and target resources effectively
       3.     operate adequate information systems to inform decisions and evaluate
             performance
       4.     develop a framework for continuous improvement.

   (e) The Local Government Act 2000 that requires the Service to promote and improve
       the social, economic and environmental well being of Norfolk citizens. In order to
       maximise impact the Service must focus on areas where well being is currently at
       it's lowest.

   (f) The Food Standards Agency Framework Agreement on Local Authority Food Law
       Enforcement which provides the Agency with the opportunity to be proactive in
       setting and monitoring standards and auditing local authority food law enforcement
       activities in order to ensure they are effective and undertaken on a more consistent
       basis.

   (g) The Best Value Performance Indicator for Environmental Health and Trading
       Standards (BVPI166). This is a composite performance indicator consisting of a
       checklist against which to judge the effectiveness of the Trading Standards Service.
       A copy of the BVPI is attached as Appendix C.

   (h) The National Performance Framework for Trading Standards Services which
       introduces performance standards for Trading Standards and aims to ensure that
       Trading Standards services throughout the UK are able to develop a modern
       service working towards national and local priorities in a coherent way.

In support of this Service Plan is the Best Value Improvement Plan, developed following
the Best Value Review of Trading Standards.
Member approval was gained for the Best Value Review and the Improvement Plan
through the Service Development Committee. This committee and the Fire Community
Protection Review Panel monitor performance against the Improvement Plan. Further
details may be found in Section E along with the report of the Best Value Review of the
Trading Standards Service – May 2001.

The Trading Standards Service was inspected by the Best Value Inspectorate in
November 2001. It was assessed as providing a good, two star service that has excellent
prospects for improvement. The Best Value Inspectors made four recommendations.
These have been used directly during the formulation of this Service Plan and are detailed
in Appendix D.
B – LOCAL STRUCTURE AND RESOURCES


4.        Local Authority Organisation, Accountability and Wider Links
4.1       Local Authority Organisation

Norfolk County Council provides services through a number of directorates as detailed on
the Council Organisation Chart shown below.


                                                        Chief Executive




 Education              Social             Youth                 Finance               Special                Economic            Corporate
                       Services            Justice                                     Projects              Development          Resources




     Communications              Planning              Norfolk             Norfolk                Cultural                 Fire
                                    &                  Property            County                 Services
                              Transportation           Services            Services




          Democratic              Policy             Personnel              Trading                Law                 County
           Services                                                        Standards                                 Emergency
                                                                                                                      Planning




The Trading Standards Service is located within the Chief Executive‟s Department. The
Head of Trading Standards reports to the Director of Corporate Resources. The service is
delivered from three offices, County Hall and Carrow House, both in Norwich and St
Margaret's House in King's Lynn. However the Carrow House office is soon to be vacated
with all Norwich based staff moving into a new office area within County Hall.

An organisation chart of the Trading Standards Service is attached at Appendix E.
4.2   Accountability

The Council has 84 elected Members. The Conservatives took control in June 2001.
They hold 47 council seats, Labour 26 and Liberal Democrats 10. The structure of the
Council is shown in the diagram below:


              Joint
          Committees
          (with District
           Councils)
                                     FULL COUNCIL


                                                                      Standards
                                                                      Committee
                                     All 84 Members
          Regulatory                                               Personnel
          Committees                                               Committee




                       CABINET                                        OVERVIEW
                      10 Members                                         &
                                                                      SCRUTINY




                         Service
                       Development
                        Committee

                                                       Cabinet            5 Review
                                                       Scrutiny            Panels
                                                      Committee


The Head of Trading Standards reports to the Fire and Community Protection Review
Panel, which can review and scrutinise any decisions made or action taken. The Trading
Standards Service Plan (TSSP) and the complementary Food Law Enforcement Plan
(FLEP) (Annex I) form part of the policy framework of Norfolk County Council. They must
therefore be approved by the full Council, having been prepared by the Cabinet.
4.3     Partnerships

The Trading Standards Service has developed partnerships with a number of agencies in
order to deliver its services more effectively. These are listed below:



PARTNER                                       ACTIVITY
Information and Advice
 Citizens Advice Bureaux
 BBC Radio Norfolk
 Norfolk County Council Education
                                              Consumer Support Network
   (Basic Skills Unit)
 Norfolk County Council Youth and
                                              Development of SUPER 2 – A project to
   Community Service
                                              ensure consumer information and advice
 Norwich City Council Advice &               is accessible electronically
   Information Services
 Age Concern Norwich
 Mancroft Advice Project
 Norfolk County Council Cultural
                                              Provision of Consumer Information &
   Services
                                              Advice Points
 Norwich City Council
 Norfolk County Council Social               Provision of information and advice to
   Services                                   elderly and vulnerable people
 Norwich & Norfolk Voluntary Services        Promotion of joined-up working between
                                              the County Council and the Voluntary
                                              Sector
     Waveney and Norfolk Business Link       Development of the Local Business
                                              Partnership
     The Norfolk Chamber of Commerce
     The Norfolk Prince's Trust
     Norwich Enterprise Agency Trust         Provision of business information, advice
     Women's Employment, Enterprise and      and services
      Training Unit
     Redundancy Advice Network
     The Office of Fair Trading
                                              Dissemination of consumer and business
     The Department for Environment,         information
      Food and Rural Affairs
     District Council Environmental Health
      Departments                             Development of SUPER - a project to
     District Council Planning Departments   ensure all regulatory information and
     District Council Building Control       advice is accessible electronically
      Departments
Partner                                    Activity
                                            Cross referrals and joint enforcement
          Inspection/Enforcement
                                                        and in particular
   Other Trading Standards Departments Operation of the Home Authority Principle
   District Council Environmental Health
    Departments
   The Food Standards Agency              Food, animal welfare and animal by-
   The Department for Environment,        products matters
    Food and Rural Affairs
   The Meat Hygiene Service
   The Police                             Serious Fraud, Underage Sales of
                                           Alcohol, Computer Forensics,
                                           Unroadworthy vehicles, photographic
                                           evidence and PNC checks
   Vehicle Examiners                      Unroadworthy vehicles
   The Benefits Agency
   Customs and Excise                     Market Trading Exercises
   The Inland Revenue
   The Office of Fair Trading             Consumer Credit exchange of information
   The Federation Against Copyright
    Theft and the Federation Against
    Software Theft
                                           Counterfeiting enforcement
   British Phonographic Institute
   The International Federation of Spirit
    Producers UK
   Norfolk Health & Safety Working        Consumer/Home Safety
    Group
   Norfolk Alliance Against Tobacco       Underage sales of tobacco
4.4.   Membership of Enforcement Forums

       The Service participates in a variety of forums to facilitate the exchange of
       information, ensure consistency of approach and assimilate best practice. The
       main ones are listed below:-


                       Forum                                      Purpose


          Norfolk County Council Crime and                    To develop partnership
           Disorder Reduction Strategy, in           working in each of the seven district
           partnership with:                         council areas in order to tackle crime
                                                     and disorder in Norfolk
              Breckland District Council
              Broadland District Council
              Great Yarmouth Borough
               Council
              Borough Council of King‟s Lynn
               and West Norfolk
              North Norfolk District Council
              Norwich City Council
              South Norfolk Council
              Norfolk Constabulary and Police
               Authority


            Norfolk Enforcement Liaison                                    Norfolk
           Group, incorporating:                     based inter agency forum sharing
                                                     information and participating in joint
              Police                                operational activities
              Customs & Excise
              Benefits Agency
              Health and Safety Executive
              Vehicle Inspectorate
              Inland Revenue
              DVLA
              Trading Standards


             Government Agencies                       Regional inter agency forum
           Intelligence Network                      bringing together public sector
                                                     enforcement agencies from both
                                                     central and local government, to
                                                     share intelligence
                 Forum                                   Purpose


     East of England Trading Standards      A partnership between ten local
    Authorities (EETSA)                       authority Trading Standards
                                              Services. Representing the
                                              eastern region as part of the
                                              LACORS liaison structure, it aims
                                              to enhance Trading Standards
                                              Services within the region by
                                              sharing best practice, sharing
                                              resources and providing mutual
                                              support


      Norfolk Food Liaison Group,           The formal liaison group set up in
    including:-                               accordance with Food Safety
                                              Codes of Practice which require
        Seven Norfolk Environmental          local liaison arrangements between
         Health Services                      food authorities
        Meat Hygiene Service
        Public Analyst
        Public Health Laboratory
         Service (PHLS)


   National Poultry Products Sector         A forum comprising local
    Group                                     authorities responsible for
                                              enforcing Food Standards for
                                              poultry products. It‟s aims include
                                              sharing information and agreeing a
                                              common enforcement approach to
                                              this manufacturing sector
                        Forum                                       Purpose


             DEFRA Regional Liaison Group           Ongoing liaison forum, led by
                                                      DEFRA in order to facilitate
                                                      common enforcement and
                                                      information sharing on a range of
                                                      issues


           DEFRA Animal Welfare Liaison             Forum led by the Divisional
          Group                                       Veterinary Manager for the
                                                      Counties of Norfolk, Suffolk and
                                                      Cambridgeshire to agree on local
                                                      arrangements and targets for
                                                      welfare issues.


           Consumer Education Liaison               Forum focussing on consumer
          Group                                       education and advice involving
                                                      mainly Trading Standards
                                                      authorities, on a national basis


           National Measurement Partnership         A partnership network linking
          (Working Party)                             scientific, industrial and
                                                      governmental organisations as a
                                                      mechanism for promoting better
                                                      measurement practice, supporting
                                                      competitiveness and regulatory
                                                      compliance



4.5   Membership of Business Forums/Business Partnerships

             The Service currently has no plans to develop any new local business
      partnership (LBPs) during 2003/4. However it will continue to play an active
      role in existing forums, examples of which include:-

             The Federation of Small Businesses
             National Association of Estate Agents
             Society of Valuers and Auctioneers
             Norfolk and Norwich Licensed Vituallers Association
5 Local Authority Trading Standards Expenditure


COLUMN 1: WHERE AVAILABLE GIVE ACTUAL EXPENDITURE FOR LAST FINANCIAL YEAR, WHERE
FIGURES ARE NOT YET AVAILABLE STATE ESTIMATED EXPENDITURE AND SEND FULLY
COMPLETED FORM TO DTI WHEN FIGURES ARE CONFIRMED.


COLUMN 2: GIVE DETAILS OF YOUR BUDGET ALLOCATION.


                                                         1                     2
                                                         Gross Expenditure
                                                         (or forecast spend)
                                                         2002/2003             BUDGET ALLOCATED
                                                                               FOR COMING YEAR
                                                                               2003/2004
EMPLOYEE COSTS
Include: basic pay, overtime, employer‟s
superannuation, employer‟s national insurance
SSP due, pay arrears, other                                     £2,062,675         £2,325,570
allowances/payments, car allowances/payments,
car allowances/mileage/leases/travel expenses
and fares, subsistence, pension increases and
other employee costs.
PROPERTY COSTS                                                   £126,398           £172,020
SUPPLIES AND SERVICES
Include: computer equipment (purchase/rental/
maintenance), furniture, equipment and other tools               £212,367           £116,460
including protective clothing, publications, journals,
newspapers and other supplies and services.
SAMPLING COSTS
Include: purchases made for the purposes of                         £2,520            £3,600
sampling/testing
TRANSPORT AND PLANT                                                 £4,762            £5,550
Include: hire of external vehicles
ADMINISTRATION
Include: printing and stationery, telephones,
advertising (recruitment), postages/couriers,                      £85,907           £53,150
insurance, medical costs, petty outlays,
hospitality and other administration costs
TRAINING AND CONFERENCES
Include: training, conferences, membership                         £35,724           £23,700
fees/subscriptions and exam fees.
PAYMENT TO OTHER BODIES
For example, public analyst, test unit, cross-                     £75,433           £61,850
boundary projects
PAYMENT TO CONTRACTORS                                                  £0                £0
TRANSFER PAYMENTS                                                       £0                £0
FINANCING CHARGES                                                   £9,593           £11,980
Include: central support costs
GROSS COSTS (total of all above costs)                          £2,615,379         £2,773,880
INCOME                                                  £294,723                       £99,810
Please note expenditure heads are based on CIPFA expenditure heads. From Audit Scotland’s Self
Assessment Guide
FUNDING FOR LOCAL BUSINESS
                                                                £0                           £0
PARTNERSHIPS
FUNDING FOR VOLUNTARY
                                                        £352,000                     £410,640
SECTOR ORGANISATIONS
6 Staffing Allocation

(Numbers to be expressed as full time equivalents to one decimal point as employed at the start of the
financial year. Where staff are shared with other services or have mixed roles include the hours spent on
Trading Standards roles to full time equivalents. Examples of mixed roles might be enforcement staff acting
as consumer advisers on a regular duty rota or DTS trainees who additionally have an enforcement role.
Role                      Description                                           Number of staff
                          Staff primarily concerned with the management of
Managerial                staff within Trading Standards. Include only the                  6.00
                          proportion of time spent on such duties.
Administration            Staff that support the service within the office                 10.15
                          Staff such as Trading Standards Officers and
Enforcement staff         Consumer Protection Officers authorised under                    39.40
                          criminal legislation
                          Staff not authorised under criminal legislation but
Enforcement
                          who support that aspect of the service, for example              11.60
support staff             laboratory staff, technical assistants
                          Include both full time staff dedicated to providing
Consumer advice           advice to consumers and the proportion of time                    3.80
                          other staff spend on such duties.
DTS Trainees              From degree or APEL routes                                            0
Total Number of
                          Exclude vacant posts                                             70.95
Staff
Current vacancies         All roles                                                             2
Long term                 Note number of vacancies of more than 4 months
                          duration
                                                                                                0
vacancies


Qualification             Description                                           Number of staff
DTS                       Diploma in Trading Standards or equivalent                           17

DCA                       Full Diploma in Consumer Affairs                                      9
                          Full Diploma in Consumer Affairs with Food
DCA Food paper            qualification
                                                                                                1
                          Full Diploma in Consumer Affairs with Animal Health
DCA Animal Health         qualification
                                                                                                0

DMS & similar             Diploma in Management Studies                                         7
                          List other relevant qualifications
Others:                   (include PC training for example ECDL, single DCA
                          papers)
7.     Accessibility


Methods of Access      Level of Availability


(a) Personal Callers      Both the County Hall and St Margaret‟s House offices are
                           open to the public:

                                       8.30am to 5.30pm Monday to Thursday
                                       8.30am to 4.30pm on Friday

                                          Staff qualified to give consumer advice are
                           always available at each site and offer a drop-in service.


(b)   By Phone              The Trading Standards Customer Service Centre is
                           manned by 4 frontline members of staff.

                             It is operational during normal opening hours (see
                           above).


(c)   Answerphone             An automated out-of-hours service directs customers to
                           alternative service provision and informs them of the
                           opening hours.


(d)   E-mail                      There are two dedicated e-mail addresses for:-

                               >         consumers and businesses
                               >         administrative contacts.


(e)   Web Site                Trading Standards has a dedicated internet site which
                           includes contact details.

                             The Trading Standards Service internet site can be
                           accessed via the Norfolk County Council internet site

                             An internet-based database for regulatory information
                           and advice is now available (SUPER) and an equivalent
                           database for consumer information and advice is soon to be
                           launched (SUPER 2)
(f)   By Post      The County Hall address appears on all our information
                    resources.
(g)   Via Information           There are Consumer Information Points in Gorleston
      Points                Library; Age Concern, Norwich; The Forum, Norwich; and in
                            the foyers of County Hall and St Margaret‟s House. Further
                            Information Points are planned in Wymondham and
                            Fakenham.


(h) Methods of                 All guidance material produced by Norfolk Trading
    Access for Those        Standards invites people to request the following alternative
    with Special            options:-
    Needs
                            >         large print
                            >         audio
                            >         Braille
                            >         language other than English

                           The Council offers interpretation and translation facilities
                            with immediate access, via INTRAN.
C – ASSESSING COMMUNITY EXPECTATIONS

AND FEEDBACK



8.    Consumer Needs And Expectations

8.1   Reactive Assessment Of Consumer Needs

8.1.1 Consumer Complaint Analysis

              Norfolk Trading Standards records all consumer complaints in
              accordance with the Office of Fair Trading (OFT) Categorisation
              System. During 2002 we recorded the following results for trading
              practice and goods/services categorisation.


      Trading Practices               % of Total   Goods/Services                      % of Total
                                      Complaints                                       Complaints


      1.   Defective goods/services      45%       1.   House, Fittings & Appliances      32%
      2.   Selling Techniques            31%       2.   Personal Goods/services           15%
      3.   Non-Delivery/Delay            10%       3.   Transport                         15%
      4.   Faults not put right           7%       4.   Leisure                           15%
      5.   Prices and Pricing             4%       5.   Other Household Requirements      12%
      6.   Health and Safety              2%       6.   Other Services                     3%



8.1.2 Feedback from Other Agencies

              During 2002 the service consulted on the Consumer Protection
              Strategy (now renamed The Trading Standards Service Plan), seeking
              the views of a diverse audience which included consumer groups.
              Feedback from this consultation included:-

                    the need for the enforcement of lists of detailed ingredients and their
                     sources to be given on foodstuffs;
              (Norfolk Federation of Woman‟s Institutes)

                     suggestions to attract young people to the service; for example to
                      provide free mouse mats, key rings etc;
                      (Citizens Advice Bureau)
                  Trading Standards should concentrate on improvements in support
                   and advice to consumers ie. the implementation of the Consumer
                   Support Network;
                   (Norfolk County Council Education Department)

                  language is important and phrases like “the elderly” are better
                   expressed as “older people”;
                   (Norwich and Norfolk Voluntary Services)

                  “Visiting the CABx” is not that easy. Limited hours, long queues, little
                   public transport can be obstacles.
                   (Norwich and Norfolk Voluntary Services)


8.1.3 Analysis of Make up of Community

      For a brief overview of the demography of the County, please see Section A.


8.2   Proactive Assessment Of Consumer Needs

8.2.1 User Surveys

           Consumer satisfaction surveys are carried out every quarter and
            comprise at least 5% of the contacts for that period. This proactive
            survey is conducted on a random basis incorporating all sections of
            the service that have direct contact with consumers. During 2002 the
            mean return rate from consumers is approximately 50% which amounts
            to feedback from around 300 consumers per year. The criteria for
            categorisation of questions and responses is based on the Community
            Legal Service (CLS) Quality Mark, although additional questions are
            also used for targeting purposes. Finally the survey includes a
            measure of ethnicity, disability, gender and age.

           Currently (up to 31st December 2002) the average satisfaction rate for
            these surveys is 96% which represents an increase on 2001 when the
            rate was approximately 92%.

           Consumer‟s comments provided as part of these surveys include:-

                 “Thank for your help. After telling me on the phone what I need
                  to know everything went well”. (September 2002).

                 “I contacted you on a simple matter regarding my rights, the
                  matter was resolved straight away. The advice you gave me was
                  very helpful”. (September 2002).
            “I have contacted you twice this year to find that you couldn‟t
                 actually do anything more than advise on letter writing which I
                 could do perfectly well myself”. (September 2002).

            “Some thought ought to be given to improving your telephone
                directory entry”. (September 2002).

            “I think this is an excellent service which should be better
                  advertised”. (September 2002).



8.2.2 Consultation with Non Users

     (a)   The Citizens‟ Panel

                  The Norfolk-wide Citizens‟ Panel was established in September 1999.
                   It consists of 7000 members with 1000 members based in each of the
                   District Council areas. The first Citizens‟ Panel Questionnaire was
                   sent out to panel members during November 1999.

                  Two questions concerning the Trading Standards Service were
                   included. The first on how Consumer Advice Services should develop
                   in the future and the second on the prioritisation of the Service.

                  Nine out of ten respondents agreed that Consumer Advice Services
                   should both provide customers with a clear assessment of their
                   complaint ie. what chance it has of being successful (93%) and
                   support complainants by taking action on behalf of customers whose
                   own complaints have been ignored (92%). A majority (53%), though
                   much smaller than above, also agreed that the Consumer Advice
                   should be available via regular surgeries at local community centres
                   and village halls.

                  When asked to prioritise the work of the Trading Standards Service,
                   very few respondents were prepared to class any of the aspects of
                   work put before them as a low priority. In fact, a majority of
                   respondents believed every one of the aspects was a high priority.
                   Top of the list of priorities, however, was product safety – investigating
                   the safety of all consumer goods (79%). A little way behind this came
                   ensuring animal welfare (70%), fair trading activities (69%), such as
                   ensuring legally required information about goods is accurate and
                   displayed where appropriate, food contents and labelling (67%), and
                   regulating finance and credit organisations (65%).
             A second citizens‟ panel questionnaire was sent out in July 2002 this
              time focussing on awareness of consumer rights and faulty
              goods/services.

             Panel members tended to guess correctly when considering their
              consumer rights. The majority were incorrect, however, regarding
              their consumer rights when purchasing goods by mail order or over
              the internet.

             Views were more confused about faulty goods and services overall,
              with the majority incorrectly stating that shops have the right to try and
              repair faulty goods before offering a refund.


(b)   Community Research

         In 1999, a consumer consultation exercise was undertaken. The key
              findings of which were:

                   The need for help and assistance with Trading Standards issues
                    is most acute with young people and those in disadvantaged
                    areas. However, use of the enquiry line is skewed towards an
                    older, more affluent section of the population. Use of the
                    service is deriving from word of mouth. Targeted promotion of
                    the service is therefore a priority, with a particular focus on
                    young people and deprived areas.

                   Consumers feel strongly that a higher level of service is required
                    and should be available for everyone. Consumers want a
                    service where they get:-

                      a clear assessment of their enquiry‟s viability
                      hand-holding where this is productive
                      importantly, a defined conclusion (successful or not).

             During 2001 a consultation exercise was conducted to examine both
              the supply and demand sides of the local economies in examples of
              the 20 most deprived wards in Norfolk. The research was targeted at
              those residents that, it was felt, represent those people with the
              greatest need:-

                  young teenagers who are starting to purchase for themselves;
                  low income families;
                  independent older people still purchasing for themselves.

             The key message from the consultation was that Trading Standards
              should adopt the role of “expert friend” to show ways to access the
              best value choices. The stance and tone adopted by Trading
              Standards is critically important.

             Specific recommendations as detailed in Appendix F have directly
              influenced the formulation of the Trading Standards Service Plan and
              the manner in which we deliver our services.

(c)   Best Value

         The Audit Commission inspected the Best Value Review in November
             2001 and made the following comments concerning how best to take
             forward the needs of consumers:-

                  improve customer access to the service generally, especially for
                   disadvantaged groups;
                  physical access to the consumer advice service is not good.

         A detailed summary of recommendations made by the Best Value
             inspectorate and the Norfolk County Council Actions which were
             identified as necessary is given in Appendix D.
9.    Needs and Expectations of Local Business

             Sectorally, the Norfolk economy is made up of a wide range of
             activities, with no particularly dominant sector. Despite steady job
             losses, manufacturing remains a very significant employer (along with
             public administration). Norfolk County Council‟s Shaping the Future
             Strategy identified the following nine business sectors as having a key
             role to play in the economic prosperity of the County:

         Agriculture and Food Processing
         Boat Building
         Business and Financial Services
         Creative Industries
         Energy
         Engineering and Electronics
         Health and Life Services
         Information and Communications Technologies
         Tourism

      The economy is dominated by Small and Medium Sized Enterprises – especially
      micro-businesses. Over 90% of firms employ less than 25 people, but this provides
      only 25% of total employment in businesses. Larger firms (over 200 employees)
      account for only 1% of the stock but provide almost half the jobs.

9.1   Reactive Assessment of Local Business Needs

9.1.1. Analysis of Business Requests

            The type and nature of business requests to the service are not recorded in
             as detailed a format as consumer complaints. However the following
             breakdown of requests received during 2002 provides a useful assessment
             of business needs during that period:-

                    Total number of requests – 4092
                    Request breakdown by premises type:-


                          Premises Type                  % of Requests
                          Retailers (non food)               30%
                          Service Industry                   28%
                          Food Retailers                     11%
                          Food Manufacturers                 11%
                          Non Food Manufacturers              8%
                          Agriculture/hunting/forestr         6%
                 y
                         Packers/Importers                    3%
                         Other businesses                     3%
9.1.2 Analysis of the Demands of Home Authority Work

          The Trading Service remains strongly committed to the Home Authority
           Principle and has a good reputation for the service it provides in this area.
           Increasingly the support offered to Home Authority Businesses is as much to
           do with the wider economy and a level playing field as it is about protecting
           consumers. However this work is no less important when set against the
           need to support business infrastructure within the County, highlighted by the
           importance of larger firms in providing employment.

          The extent of Home Authority demand can be measured in terms of:-

                the number of Home Authority businesses – 84
                the number of Home Authority requests for advice – 98
                the number of Home Authority referrals/complaints – 275

           N.B. These figures are for 2002 and whilst they do not represent a large
           number compared to all premises/requests/complaints, they generally
           represent high level detailed enquiries which can be very time
           consuming.

          The breakdown below details the proportion of requests by business type
           and broadly reflects the fact that the biggest demand has historically been
           from food manufacturers. This is not surprising given the rural and
           agricultural base of the county.


                                                       Percentage of Home
                                                       Authority Requests
           HOME AUTHORITY BUSINESS TYPE
                Food Manufacturers                             43%
                Large Retailers                                23%
                Non-Food Manufacturers                         16%
                Packers/Importers/Wholesalers                  8%
                All Other Business Activities                  10%
9.1.3 Assessment of Business Needs Arising from New Legislation

             The following areas have been identified as likely to have a degree of
             impact on businesses during 2003/4. Each area has also been
             assessed as to the likely input required from this service, in order to
             support businesses in their attempts to implement new legislative
             requirements.


                                  Impact on Business           Trading Standards Input Required
      New/Proposed Legislative
           Requirements                                Inspection/                            Mails
                                                                     Seminar/    Media/
                                  Significant   Some    Sampling                            Shots/Web
                                                                      Talks     Marketing
                                                       and Advice                              Info


     FOOD STANDARDS                                                                           
      New Meat Product
       Regulations                                                                               
      Revised Fruit Juice
       Regulations

     CONSUMER LAW                                                                              
          New Consumer
       Goods Regulations                                                                        
      New Enterprise Act

                                                                                                
     CONSUMER SAFETY
           New General                                                                         
       Product Safety
       Regulations
           New Tobacco
                                                          
       Product Regulations
           New
       Environmental
       (Substances)
       Regulations


     ANIMAL HEALTH AND                                                                          
     AGRICULTURE
          New Animal By
       Product Regulations
                                                                                                
          New Animal
       Movement Regime                                    
          New Feedingstuff
       & Fertiliser Regulations

                                                                                                 
     CONSUMER CREDIT
      Wholesale Review of
       Consumer Credit Law
                               
METROLOGY
 Extended Weighing
  Machine Requirements
  (NAWI)
                               
 Ongoing
  Implementation of
  Metrication
  Requirements
9.1.4 Analysis of Inspections

      (a)   Quantative Findings

                   In all there were 6814 enforcement visits made to Norfolk Businesses
                    during 2002.
                   These visits were made for a number of reasons, for example:-

                           as a result of a consumer complaint
                           as part of a specific project
                           following a request from a business
                           as part of the risk based inspection programme
                           following receipt of hazard information/intelligence

                   Activities at the premises inspected are listed below along with
                    respective figures for areas found to require attention:-


                                  Activity                  Number and       Number and %
                                                              % of All         of Matters
                                                              Checks           Requiring
                                                                               Attention

                           Checks on Fair Trading
                                                             3005 (34%)            919 (30%)
                            Issues


                           Ensuring Safety of
                            Consumer Goods and               1739 (20%)            122 (7%)
                            Underage Sales


                           Checks on Food and
                                                             1520 (17%)            285 (19%)
                            Agricultural Standards


                           Auditing Control Systems                          Information Not
                                                             960 (11%)
                            and Staff Training                                   Available


                           Inspecting and Verifying
                            Weights and Measures             896 (10%)             105 (12%)
                            Equipment


                           Protecting Animal Health          641 (7%)             213 (33%)
                            and the Food Chain
(b)   Qualitative Feedback from Staff

           Inspection staff were asked to consider the following three questions:-

                  What are the most common areas where businesses state they
                   need improved service from Trading Standards?

                  What are the most common areas where businesses state that
                   we do well in meeting their needs?

                  What are your recommendations for delivering this need to
                   businesses?

      In response to these questions, staff made the following comments:-

           Common business needs:

                  More/specialist advice on:

                   - pricing
                   - metrology
                   - safety
                   - food

                  Better access to the service eg. by phone or by the internet.
                  More preprinted fact sheets.

           Things we do well:-

                  The “SUPER” website and information fact sheets.
                  Good, impartial advice service.
                  Our inspection programme, raising the service profile.

           Ways we could improve/deliver on business needs:-

                  Increased marketing of the service.
                  Recognising best practice by traders.
                  Focussing also on the “level playing field” by tackling
                   infringements by bigger companies.
9.1.5 Business Profile

                      Description                                             Number
Businesses
                     This brings consistency to statistics between             29,410
registered for       authorities. Give most recent figures.              (2002 Figure)
business rates
Home Authority
                     Following LACOTS Home Authority principle
Firms: formal        guidance. Give estimate at end March 2002.
                                                                                     0
agreements
Home Authority       Number of traders you recognised as being based in
Firms: informal      your area and about which you will take enquiries.           142
recognition          Give estimate for end March 2002.
Enquiries received Include figures from other enforcement agencies.
concerning your      Exclude consumer complaints and enquiries and
                     requests for business advice. Give estimate for end
                                                                                  158
Home Authority
firms.               March 2002.
Risk Assessment: assessment of risk a business poses to consumers and competitors to
determine frequency of inspection visits and appropriate enforcement
High                 Follow LACOTS guidance on premises risk                      118
                      assessment (revised and issued early 2002). Give
Medium                figures from your database for year end for the                   2,109
                      number of businesses based, or with physical
Low                   premises, in your local authority area. This can                 13,627
                      include internet sites where the supplier is based in
No inspectable risk   your area, stalls and other mobile traders as well as             7,556
                      fixed premises.


Other Business Data
                      Description                                             Number
Business start ups    Use figures based on VAT registrations. Give                      1,890
                      figures for end March 2002.
Business failures     Figures used are for 2000                                         2,040
9.2   Proactive Assessment of Local Business Needs

9.2.1 User Surveys

            The Trading Standards Service regularly surveys business customers to
             assess their level of satisfaction with the services it provides. Satisfaction
             Surveys are sent out quarterly to a random selection of those who have had
             contact with the Service.

            Business satisfaction surveys are carried out in two ways. Businesses which
             request information or advice are surveyed in the same way as consumers
             ie. every quarter and at least a 5% random sample of businesses who have
             made requests. The survey criteria mirrors the CLS Quality Mark
             requirements with additional targeted questions. Race, gender, age and
             disability monitoring is included. Businesses which receive proactive visits
             by enforcement staff are surveyed independently for satisfaction with our
             enforcement practices. This is also carried out every quarter and at least a
             5% random sample is selected. The mean return rate for both surveys is
             approximately 55%.

             Currently (up to December 2002) the mean satisfaction rate is 97% which
             represents an increase on the 2001 satisfaction rate which was
             approximately 96%.

            Business comments include:-

                   “Exceptionally supportive” (October 2002).

                   “Your officer was helpful and polite, and assured me I was doing fine”
                    (October 2002).

                   “Make an appointment and tell us of the complaint before you come.
                    Then we will be ready with the information” (October 2002).

                   “4 bodies inspect us. Save time by not duplicating inspections”
                    (October 2002).

         The Metrology Service delivers commercial calibration services to customers
             who extend well beyond the borders of Norfolk. These customers have high
             accuracy calibration needs. A programme of proactive postal surveys of
             these customers is carried out quarterly to ascertain their perception of the
             service received and their future needs. At least 40% of Norfolk Calibration
             customers are surveyed over the year by selecting 10% every quarter.
            Currently (up to December 2002) the satisfaction rate is 100% of customers
            surveyed. This maintains the excellent satisfaction rate during the 2001
            service year. Comments by these customers include:

                 “Staff were very courteous and very helpful”. (December 2002)

                 “Excellent service, customer communication and delivery”. (August
                  2002)

                 “Your Accounts Department are not conversant with commercial
                  practices. Most companies operate end of month + 30 days. Your
                  people start chasing after 14”. (April 2002)


9.2.2 General Business Surveys/Consultation

           Two major consultation exercises involving business clients have been
            conducted by Trading Standards in recent years. The research objectives of
            the first, conducted in 1999, were:

                 to understand customer expectations of the Trading Standards
                  Service
                 to assess the Service‟s actual performance against current
                  expectations
                 to recommend how the Service should be evolved in order to improve
                  service quality.

        The survey involved:-

                 Four discussion groups with

                  -   Home Authority businesses
                  -   Tourism and leisure businesses
                  -   Farmers
                  -   New businesses

                a random selection of Norfolk businesses
                a random selection of businesses who had contacted Trading
                  Standards with a business enquiry in the previous year.

                                                  The key findings of the business
                                                   survey were:

                There are specific areas of business where a lack of understanding of
                  the role of Trading Standards is acute:

                  -   farmers
                  -   start-up businesses.
                   Home Authority businesses represent a very distinct group; they are
                   well aware of the service Trading Standards provides and are very
                   pleased with the relationship they enjoy.

                   All businesses felt strongly that an enabling and educational role was
                   the correct and ultimately more efficient stance for the Service.

                     The idea of a single contact number for businesses is by far the
                   most important service development for this group, and should be
                   prioritised.

                    The development of a mediation service would appear to be a
                   positive step.

         The second consultation exercise was conducted in 2001 and was designed to
             examine both the supply and demand sides of the local economies in
             examples of the 20 most deprived wards in Norfolk.

            The key message from the consultation was that Trading Standards
             should adopt the role of “expert supporter” to show traders ways to
             protect their business and to achieve the balance of rights and
             responsibilities. Again, the stance and tone adopted by Trading
             Standards is critically important.

            Specific recommendations as detailed in Appendix F have directly
             influenced the formulation of this Trading Standards Service Plan and
             the manner in which we deliver our services.


10.   Awareness of Trading Standards

            Local awareness of Trading Standards has historically only been measured
             in general terms.

            The Citizens‟ Panel questionnaire sent out in November/December 2001
             revealed that 5% of respondents had contacted the Trading Standards
             Service during the last 12 months.

            This appears to be broadly in line with a DTI consumer knowledge survey
             conducted at the end of 2000. This established that, amongst the small
             minority of complainants who do take further action when their problem is not
             resolved by the product seller or service provider, just 4% get in touch with
             their local Trading Standards Department.

            The qualitative consultation exercise conducted by Trading Standards in
             2001 revealed that, in general, awareness of Trading Standards was low.
            Specifically:

                older people tend to rely on long-trusted sources for information, such as
                  Citizens Advice Bureaux (CABx) and do not have an extensive
                  knowledge of Trading Standards.
                amongst low-income families there is a general awareness of Trading
                  Standards but not of its role. CABx tend to be relied on for advice.
                teenagers have little knowledge of Trading Standards and rely on their
                  parents to take action to protect consumer rights.
                for businesses, there is confusion between the role of Trading Standards
                  and that of Environmental Health.

            However the more recent Citizens‟ Panel questionnaire sent out in July 2002,
             indicated an awareness level of the Trading Standards Service of 80%. This
             is higher than the result of a recent national survey, conducted by the
             Department of Trade and Industry (DTi), which put the overall awareness of
             Trading Standards at 72%.

            Despite this apparent high awareness of Trading Standards amongst Norfolk
             citizens, a significant number of respondents to our satisfaction surveys
             comment about their lack of awareness, an example being:- “I think this
             excellent service should be better advertised. I found the number by looking
             randomly for anything that might look like it could be of help in the local
             phone book” (September 2002).

            In an attempt to combat this, a cross-party Member/Officer group has
             recently been established to scrutinise the work of Trading Standards. Its
             remit is to recommend innovative ways to ensure that all the people of
             Norfolk understand the value of the service delivered by Trading Standards.
             The group is due to report to the Fire & Community Protection Review Panel
             in September 2003.


11.    Demand for Specialist Services
11.1   Calibration and Metrology Services

       During 2002/03 income generated by the Metrology Unit rose by 38%. The
       success of the unit in terms of generating calibration income has offset, to
       some extent, the trend of falling verifications income , as self-verification
       becomes more widespread. However it is recognised that marketing
       strategies must be rigorous to ensure continued growth and this is reflected
       by the Key actions and targets set out in Section D of this Service Plan. There
       are plans to increase the number of staff within this Unit to 6 FTE staff in
       order to accommodate the increase in demand.
11.2   Legal Services

           In order to ensure high levels of consumer protection it is vital that the
            Trading Standards Service has an effective criminal prosecution service. It
            can be argued that any trading standards advice will be ignored by those
            traders wishing to comply with the law if no action is taken against those who
            choose to breach it.

           The Trading Standards Service operates a Legal Process Unit which takes
            all the Service's prosecutions before the courts. Trading Standards is a
            specialised area of law and this has been found to be a very successful and
            cost-effective means of securing convictions. In addition, insights gained in
            court have allowed the Legal Process Unit to provide on-going training to
            Enforcement Staff in terms of investigative techniques.

           Estimates for demand in relation to the number of prosecutions and in-house
            training are detailed within the Key Actions and Targets set out in Section D
            of this Service Plan.
PART TWO




            D – PROVISIONS FOR
           NATIONAL AND LOCAL
                 PRIORITIES
D - PROVISIONS FOR NATIONAL AND LOCAL PRIORTIES


The following four subsections set out the key actions that the Trading Standards Service
will undertake during the 2003/4 service year to work towards the priorities of:


            Informed Confident Consumers (Subsection 12)
            Informed Successful Businesses (Subsection 13)
            Enforcement of a Fair and Safe Trading Environment (Subsection 14)
            Efficient, Effective and Improving Trading Standards Service (Subsection 15)

Each key action links directly to one or more of the County Council‟s objectives and has an
associated key target or targets set for 2003/4.

This section also provides for the implementation of specific plans where these are
required as part of additional framework responsibilities, in particular

            Key Action Number 16 -     Implement the Food Standards Agency
                                        Framework for Food Law Enforcement (FSA-
                                        FFLE)

                Key Action Number 20 –      Implement the Enforcement of Age
                                      Restricted Sales (EARS) Plan

                Key Action Number 21 -     Implement the Service Level Agreement as
                                      agreed with the Department of the Environment,
                                      Food and Rural Affairs (DEFRA), through the
                                      production of a Farm Enforcement Plan.


             Each of these specific plans includes key actions and targets of their
             own, to take forward those parts of the service. All three plans are
             annexed to this service plan such that:

                Annex I - Food Law Enforcement Plan (FLEP)
                Annex II - Enforcement of Age Restricted Sales (EARS) Plan
                Annex III – Farm Enforcement Plan (FEP)
12.     INFORMED CONFIDENT CONSUMERS

 National                                                                              Key Targets
 Performance                        Key Actions                        (By 31st March 2004 unless otherwise                 Community/Corporate Objective
 Framework Priority                                                                       stated)
                      1.   Continue to participate in the              CSN membership extended to include 6
                           Consumer Support Network to                  district councils
                           increase access to consumer                 Referral protocols between CABx and          Goal 5: Making Norfolk Safer
                           information and advice                       Trading Standards implemented                Objective 5.7: There is an effective consumer
                                                                       System for monitoring and reporting on       and business advice service
                                                                        CABx referrals to Trading Standards
                                                                        developed and implemented                           Goal 7: Learning Throughout Life
                                                                       Information points set up in Wroxham and     Objective 7.1: Opportunities to learn are readily
                                                                        Fakenham                                     available
                      2.   Contribute to the „Consumer                 Approximately 20 hours training per year     Objective 7.2: People are encouraged to go on
                           Champions‟ initiative as part of the         provided to the Consumer Champions           learning
 INFORMED                  Consumer Support Network                     volunteer training scheme                    Objective 7.3: People have improved basic skills
 CONFIDENT            3.   Increase the capacity and                   20,000 consumers to access Trading
                                                                                                                      Goal 8: An Efficient and Responsive Council
 CONSUMERS                 effectiveness of the consumer                Standards via the Customer Service Centre
                                                                                                                     Objective 8.3: NCC works in partnership with
                           advice service                               (CSC)
                                                                                                                     other bodies
                                                                       60% of consumer complaints/ business
                                                                                                                     Objective 8.7: Services are readily accessible
                                                                        enquiries to be fulfilled by the Customer
                                                                                                                     (including electronically)
                                                                        Service Centre
                                                                                                                     Objective 8.8: Services are locally delivered and
                                                                       92% of personal callers, telephone calls,    locally responsive
                                                                        letters, faxes and emails to be handled in   Objective 8.15: Services are demonstrably
                                                                        accordance with the service standards set    competitive and cost effective
                      4.   Ensure all consumer information             Super 2 launched                             Objective 8.18: Optimum use is made of new
                           and advice is accessible                    Topics reviewed and updated continuously     technology
                           electronically via the implementation        as required
                           of the SUPER 2 project
13.     INFORMED SUCCESSFUL BUSINESS

 National                                                                             Key Targets
 Performance                        Key Actions                        (By 31st March 2004 unless otherwise                 Community/Corporate Objective
 Framework Priority                                                                      stated)
                      5.   Operate the Home Authority (HA)                      Review and re-issue the HA
                           Principle                                    Strategy annually ready for implementation
                                                                        on 1st April
                      6.   Increase the capacity and                            2,000 businesses (including HA
                           effectiveness of the business advice         businesses) to access Trading Standards
                           service (including that provided to          via the Customer Service Centre
                           Home Authority (HA) businesses)                      100 requests for advice from HA     Goal 5: Making Norfolk Safer
                                                                        businesses responded to                      Objective 5.7: There is an effective consumer
                                                                                150 referrals from other            and business advice service
                                                                        organisations about HA businesses
                                                                        responded to
                                                                                                                     Goal 2: A Thriving Norfolk Economy
                      7.   Ensure all regulatory information                    SUPER to be available via Norfolk   Objective 2.4: A positive image of Norfolk in the
                           and advice is accessible                     County Council                               world as a place to do business
                           electronically via the maintenance of                Topics reviewed and updated         Objective 2.6: Improved infrastructure to support
                           the SUPER project                            continuously as required.                    business
 INFORMED             8.   Upgrade our Metrology Unit website         Website developed to attract new business     Objective 2.7: Improved skills base of the Norfolk
                                                                       and provide a source of commercial            economy
 SUCCESSFUL
                                                                       metrological information for businesses
 BUSINESSES           9.  Provide an excellent verification           100% of verification requests completed in    Goal 8: An Efficient and Responsive Council
                          service to businesses                        accordance with the service standards set     8.3. NCC works in partnership with other bodies
                      10. Increase provision of our                   Metrology Unit calibration income to          Objective 8.7: Services are readily accessible
                          metrological services to local and           exceed £37,200                                (including electronically)
                          national companies, other Norfolk           E2 UKAS calibration status applied for and    Objective 8.8: Services are locally delivered and
                          County Council departments, other            accreditation granted                         locally responsive
                          Local authorities and enforcement           Length calibration service to ISO 17025 for   Objective 8.15: Services are demonstrably
                          agencies                                     micrometers and callipers introduced          competitive and cost effective
                                                                      Gravimetric procedures to ISO 17025 for       Objective 8.18: Optimum use is made of new
                                                                       petrol measures, glassware and pipettes       technology
                                                                       introduced
                                                                      PAT testing services provided in-house
                                                                      10% new customers added to customer
                                                                       base
                                                                      New partnerships developed with at least
                                                                       two businesses/organisations
14.     ENFORCEMENT OF A FAIR AND SAFE TRADING ENVIRONMENT

 National                                                                          Key Targets
 Performance                        Key Actions                     (By 31st March 2004 unless otherwise                Community/Corporate Objective
 Framework Priority                                                                    stated)
                      11. Fair Trading Teams to resolve             At least 70% of detrimental trading
                          consumer complaints/business               practices put right
                          enquiries and put right detrimental       50% of referrals about Norfolk based
                          trading practices                          businesses closed out within one working
                                                                     day of referral from the CSC
                                                                    30% of referrals about Norfolk based
                                                                     businesses closed out within five working
                                                                     days of referral from the CSC
                                                                    10% of referrals about Norfolk based
                                                                     businesses closed out within twenty                  Goal 5: Making Norfolk Safer
                                                                     working days of referral from the CSC       Objective 5.3: Consumers and businesses are
                                                                    100% of referrals (except those where an    exposed to less trading malpractice
                                                                     Investigation File has been raised or a     Objective 5.7: There is an effective consumer
                                                                     complaint sample is involved) closed out    and business advice service
 ENFORCEMENT                                                         within 40 working days
                                                                                                                      Goal 2: A Thriving Norfolk Economy
 OF A FAIR AND        12. Metrology Unit to resolve                 100% of complaints and business
                          metrological complaints and                                                            Objective 2.4: A positive image of Norfolk in the
                                                                     enquiries completed (does not include
 SAFE TRADING             business enquiries in the                  calibration requests)
                                                                                                                 world as a place to do business
 ENVIRONMENT              following areas:                                                                       Objective 2.6: Improved infrastructure to support
                                                                                                                 business
                          Coal
                                                                                                                 Objective 2.7: Improved skills base of the Norfolk
                          Petrol
                                                                                                                 economy
                          Water meters
                          Non Automatic Weighing                                                                Goal 8: An Efficient and Responsive Council
                              Machines (heavy and                                                                Objective 8.8: Services are locally delivered and
                              specialised equipment)                                                             locally responsive
                          Oil meters
                      13. Achieve a risk based business            All high risk businesses to receive an
                          premises inspection programme             annual inspection (100% of total)
                                                                   All medium risk businesses to receive an
                                                                    inspection once every two years (50% of
                                                                    total)
                                                                   All low risk businesses to receive an
                                                                    inspection once every four years (25% of
                                                                    total)
National                                                                         Key Targets
Performance                        Key Actions                      (By 31st March 2004 unless otherwise       Community/Corporate Objective
Framework Priority                                                                  stated)
                     14. Ensure Home Authority (HA)                 100% of High-risk HA premises inspected
                         businesses receive an inspection           50% of Medium-risk HA premises
                         visit proportionate to the risk they        inspected
                         present                                    25% of Low-risk HA premises inspected
14.     ENFORCEMENT OF A FAIR AND SAFE TRADING ENVIRONMENT

 National                                                                      Key Targets
 Performance                       Key Actions                   (By 31st March 2004 unless otherwise                 Community/Corporate Objective
 Framework Priority                                                               stated)
                      15. Inspect high risk weights and          50% of oil meters, coal weighing machines,             Goal 5: Making Norfolk Safer
                          measures equipment                      and weighbridges inspected                   Objective 5.1: Reduced crime rates
                                                                                                               Objective 5.3: Consumers and businesses are
                      16. Implement the Food Standards          FSA – FFLE implemented                        exposed to less trading malpractice
                          Agency Framework for Food Law                                                        Objective 5.5: Fire and other emergencies are
                          Enforcement (FSA – FFLE)                                                             dealt with promptly and effectively
                          [Annex I]                                                                            Objective 5.7: There is an effective consumer
                      17. Initiate and implement planned        Work in partnership with Norfolk Police and   and business advice service
                          inspection, enforcement and            Fire Service on the sale and storage of
                          sampling activities                    fireworks                                          Goal 2: A Thriving Norfolk Economy
                                                                Participate in “National Consumer Week”       Objective 2.4: A positive image of Norfolk in the
                                                                Participate in “National Safety Week”         world as a place to do business
                                                                Second hand Goods                             Objective 2.6: Improved infrastructure to support
                                                                Safety of Seasonal Goods                      business
 ENFORCEMENT                                                    Metrication
 OF A FAIR AND                                                                                                 Goal 3: Providing Effective Services for
 SAFE TRADING         18. Implement a Fair Trader Scheme,       1000 businesses to sign up to the “How am     People in Need
 ENVIRONMENT              committing businesses to fair          I Trading?” scheme in 2003/2004               Objective 3.6: Reduced misuse of drugs
                          trading practices                                                                    (including alcohol and tobacco)
                      19. Make a major contribution to the      Trading Standards Service contribution        Objective 3.11: Carers receive sufficient support
                          County Crime and Disorder              included in the Strategy
                          Reduction Strategy                    Contribution made to the work of the seven     Goal 8: An Efficient and Responsive Council
                                                                 Crime and Disorder Reduction partnerships     Objective 8.2: NCC works effectively as one
                                                                 where appropriate                             organisation
                                                                Incoming calls on the Bogus Caller/Rogue      Objective 8.3: NCC works in partnership with
                                                                 Trader hotline monitored and referred to      other bodies
                                                                 other agencies where appropriate              Objective 8.5: Public views are taken into
                      20. Implement the Enforcement of Age      EARS plan implemented                         account
                          Restricted Sales (EARS) Plan                                                         Objective 8.13: Employees are appropriately
                          [Annex II]                                                                           skilled and well motivated
                                                                                                               Objective 8.15: Services are demonstrably
                                                                                                               competitive and cost effective
14.     ENFORCEMENT OF A FAIR AND SAFE TRADING ENVIRONMENT

 National                                                                       Key Targets
 Performance                       Key Actions                      (By 31st March 2004 unless otherwise               Community/Corporate Objective
 Framework Priority                                                                stated)
                      21. Implement the Service Level                  SLA terms achieved
                          Agreement (SLA) as agreed with               Farm Enforcement Plan implemented
                          the Department of the Environment,
                          Food & Rural Affairs, through the
                          production of a Farm Enforcement                                                             Goal 5: Making Norfolk Safer
                          Plan [Annex III]                                                                       Objective 5.1: Reduced crime rates
                      22. Investigations Team to resolve           10% closed out within 1 working day of       Objective 5.3: Consumers and businesses are
                          complaints/ referrals and put right       referral                                     exposed to less trading malpractice
 ENFORCEMENT              detrimental practices                    30% closed out within 5 working days of      Objective 5.5: Fire and other emergencies are
                                                                    referral                                     dealt with promptly and effectively
 OF A FAIR AND                                                                                                   Objective 5.7: There is an effective consumer
                                                                   50% closed out within 20 working days of
 SAFE TRADING                                                                                                    and business advice service
                                                                    referral
 ENVIRONMENT                                                       100% (except those where an Investigation
                                                                    File has been raised) closed out within 40   Goal 8: An Efficient and Responsive
                                                                    working days                                 Council
                      23. Investigations Team to achieve the       Unroadworthy vehicles – 28 staff days        Objective 8.3: NCC works in partnership with
                          following pro-active inspection and      Counterfeiting – 28 staff days               other bodies
                          project work                             Unclassified videos – 28 staff days
                                                                   Clocked vehicles/other TDA enforcement –
                                                                    28 staff days
                                                                   Persistent offenders – 28 staff days
National                                                                     Key Targets
Performance                       Key Actions                 (By 31st March 2004 unless otherwise         Community/Corporate Objective
Framework Priority                                                               stated)
                     24. Deter rogue traders                  84 formal investigations to be undertaken
                                                               by the Investigations Team
                         The Trading Standards‟               50% of proactive investigations completed
                         Enforcement Policy is attached        and reported within 50% of the statutory
                         as Appendix G                         time limits
                                                              75% of complaint-led investigations
                                                               completed and reported within 50% of the
                                                               statutory time limits
                                                              87.5% of traders prosecuted do not re-
                                                               offend within two years
                                                              71 prosecutions initiated
                                                              50 cautions issued
                                                              87.5% of prosecutions to result in a
                                                               successful conviction
                     25.Introduce Witness Care/Victim         Scheme introduced
                       Support scheme
15.     EFFICIENT, EFFECTIVE AND IMPROVING TRADING STANDARDS SERVICE

 National                                                                          Key Targets
 Performance                        Key Actions                      (By 31st March 2004 unless otherwise             Community/Corporate Objective
 Framework Priority                                                                   stated)
                      26. Deliver the annual Learning and            Learning and Development Plan
                        Development Plan                              developed and delivered
                                                                     IiP status maintained
                      27. Deliver the annual Health and Safety       Health and Safety plan delivered
                          Plan                                                                                  Goal 6: Protecting and Enhancing Norfolk‟s
                      28. Implement well-being initiatives          Initiatives delivered                      Environment
                                                                                                                Objective 6.1. County Council policies and
                                                                    BV12: Less than 7.8 average working days
                                                                                                                actions encourage sustainable development
                                                                     lost due to sickness per FTE
                                                                    BV14: Less than 0.31% early retirements
                                                                                                                Goal 8: An Efficient and Responsive
                                                                     as % of total workforce
                                                                                                                Council
                                                                    BV15: Less than 0.50% ill health           Objective 8.2: NCC works effectively as one
                                                                     retirements as % of total workforce        organisation
                      29. Contribute to the Chief Executive‟s       Achieve the planned outcomes of the CEX    Objective 8.3: NCC works in partnership with
                          Department‟s Equal Opportunities           Department‟s EO Action Plan                other bodies
 EFFICIENT,               Action Plan                               BV11: 30% or more senior management        Objective 8.4: NCC is a learning organisation
 EFFECTIVE AND                                                       posts filled by women                      with the capacity to innovate
 IMPROVING                                                          BV16A: At least 2.75% of Local Authority   Objective 8.9: All clients and potential clients
                                                                     employees declaring they are disabled as   experience equal opportunity
 TRADING                                                             per the DDA                                Objective 8.13: Employees are appropriately
 STANDARDS                                                          BV17A: At least 0.66% of Local Authority   skilled and well motivated
 SERVICE                                                             employees from minority ethnic             Objective 8.14: Employees experience fair
                                                                     communities                                conditions of employment
                                                                    100% of published documents meet           Objective 8.15: Services are demonstrably
                                                                     corporate accessibility standards          competitive and cost effective
                      30. Maintain accreditations to:               Accreditation to BS EN ISO 9001:2000       Objective 8.16: Our assets are well managed
                          BS EN ISO 9001:2000                       maintained                                 and maintained
                          UKAS ISO 17025:2000                      Accreditation to ISO 17025:2000 by UKAS    Objective 8.17: We comply with regulations
                          The Community Legal Service               maintained                                 and the law
                            (CLS) Quality Mark                      CLS Quality Mark maintained
                      31. Ensure all departmental and contract      100% of equipment within calibration
                          weighing and measuring equipment
                          remains within calibration
National                                                                       Key Targets
Performance                       Key Actions                    (By 31st March 2004 unless otherwise         Community/Corporate Objective
Framework Priority                                                                stated)
                     32. Participate in the Norfolk County       All key operational activities managed to
                         Council‟s sustainable development        reduce environmental impact
                         programme                               KPI8: 40% of purchases made through
                                                                  ESPO are green purchases
15. EFFICIENT, EFFECTIVE AND IMPROVING TRADING STANDARDS SERVICE

National                                                                            Key Targets
Performance                        Key Actions                       (By 31st March 2004 unless otherwise                Community/Corporate Objective
Framework Priority                                                                    stated)
                     33. Contribute to key corporate projects        Service representation on key corporate
                         to achieve more efficient and                projects to ensure customer and service
                         effective services                           needs are met
                     34. Ensure that our activity contributes       KPI4 (BV8): 100% undisputed invoices
                         towards improving the corporate             paid within 30 days
                         purchasing performance                   KPI1: Saving of 2% on supplies & services
                                                                  KPI2: Increase in the % of purchases via
                                                                     approved contractual arrangements             Goal 8: An Efficient and Responsive
                                                                  KPI3: Reduction in the number of suppliers      Council
                                                                  KPI5: 50% of purchases made via e-              Objective 8.2: NCC works effectively as one
                                                                     procurement                                   organisation
                                                                  KPI6: Reduction in process costs                Objective 8.3: NCC works in partnership with
                                                                  KPI7: 70% of purchasing employees who           other bodies
                                                                     have been trained                             Objective 8.5: Public views are taken into
EFFICIENT,                                                                                                         account
EFFECTIVE AND 35. Continue to improve the efficiency              The percentage score against a checklist
                  and effectiveness of the Trading                   of enforcement best practice for Trading      Objective 8.6: Norfolk people value our
IMPROVING         Standards Service                                  Standards to be 100%                          services
TRADING                                                                                                            Objective 8.10: The public understand what the
              36. Implement the Trading Standards                 The planned outcomes of the Improvement
STANDARDS         Improvement Plan (the Best Value                                                                 Council is doing
                                                                     Plan achieved in relation to:
                                                                                                                   Objective 8.12: Employees and Members
SERVICE           Review Action Plan) and the BVPI                   Consultation
                                                                                                                   understand what the Council is doing
                         166 Action Plan, incorporating the          Intelligence Strategy
                                                                                                                   Objective 8.13: Employees are appropriately
                         work of the Member/Officer group on         Publicity/Marketing
                                                                                                                   skilled and well motivated
                         promoting the Trading Standards             Service Standards
                                                                                                                   Objective 8.15: Services are demonstrably
                         Service                                     Benchmarking
                                                                                                                   competitive and cost effective
                                                                     Management Information
                                                                                                                   Objective 8.16: Our assets are well managed
                                                                     Information Management
                                                                                                                   and maintained
                                                                  The planned outcomes of the BVPI 166
                                                                     Action Plan achieved
                     37. Monitor the satisfaction rates of our   92% of customers to rate our:
                         customers and respond to                  Customer Service Centre
                         indications of dissatisfaction            Fair Trading intervention
                                                                   Fair Trading inspection
                                                                   Metrology Unit
                                                                 service as satisfactory or better when surveyed
National                                                                     Key Targets
Performance                       Key Actions                  (By 31st March 2004 unless otherwise      Community/Corporate Objective
Framework Priority                                                              stated)
                     38. Monitor performance against the       Performance monitoring against key
                         Trading Standards Service Plan         actions and targets reported quarterly
                         (TSSP) 2003/4                                     TSSP delivered
             PART THREE




E - QUALITY ASSESSMENT

AND REVIEW
E – QUALITY ASSESSMENT AND REVIEW



16 Quality Assessment and Review

16.1 Provisions to review the work of the service against the Trading Standards Service Plan and
     standards.

16a     Monitor progress against plan



SERVICE PERFORMANCE MONITORING. ONCE THE TRADING STANDARDS‟ SERVICE PLAN,
AND THE SUPPORTING FOOD LAW ENFORCEMENT, ENFORCEMENT OF AGE RESTRICTED
SALES, FARM ENFORCEMENT AND IMPROVEMENT PLANS, HAVE BEEN APPROVED, THE
TRADING STANDARDS SERVICE‟S KEY ACTIONS AND TARGETS ARE TRANSLATED INTO TEAM
AND INDIVIDUAL TARGETS AND AGREED AT STAFF APPRAISALS.

Individual performance is monitored by Team Managers on an ongoing basis, with a formal mid term
review held six months through the service year. Team performance is monitored on a monthly basis by
each Assistant Head of Trading Standards.

A performance monitoring report, compiled by the Assistant Heads of Trading Standards, is presented to
the Departmental Management Team on a quarterly basis. Performance is reviewed, any variations from
the plan are identified and remedial action is put into effect.



PERFORMANCE MONITORING BY MEMBERS. PROGRESS AGAINST THE TRADING STANDARDS‟
SERVICE PLAN IS REPORTED TO THE FIRE & COMMUNITY PROTECTION REVIEW PANEL ON A
QUARTERLY BASIS, FOLLOWING THE DEPARTMENTAL PERFORMANCE REVIEW.
Progress against the Trading Standards‟ Improvement Plan (originally the Best Value Review Action
Plan) is reported to the Fire & Community Protection Review Panel and the Service Development
Committee on a biannual basis.



COMMUNICATION OF PERFORMANCE MONITORING. PROGRESS IS COMMUNICATED TO ALL
TRADING STANDARDS STAFF VIA THE SERVICE‟S BIMONTHLY INTERNAL BULLETIN “TRADING
POST”.

16b     Review policies and procedures in plan:
(i)     to assess effectiveness
(ii)    to assess successes
(iii)   to ensure examples of good practice have been taken up and/or disseminated

9001:2000 management system review. Our 9001:2000 accredited management system incorporates
a comprehensive review process. All policies and procedures are audited by internal auditors (who are
trained as Lead Assessors and who attend departmental refresher training) as part of the annual audit
programme.
Any failure to meet requirements, or opportunity to improve the requirements, highlighted during internal
audits are addressed via the quality improvements and auditing procedure. In addition, where
opportunities to improve are identified other than during internal audits, these are also handled via this
procedure.

Improvements to the management system are communicated to all staff as they are implemented.

The management system is reviewed by the Extended Departmental Management Team on an annual
basis. The review includes the results of both internal and external quality audits; examination of records
concerning non-conforming service and the effectiveness of corrective and preventative actions which
have taken place; review of formal complaints about the Service and the corrective and preventative
actions arising from them: and a review of the effectiveness of changes to the system as a result of the
previous management review meeting.

Service Plan review. Specific procedures in the management system relate to service designs & plans
and policy formulation, deployment & review.

Service plans are required before the commencement of the delivery of service and outline the
performance objectives which are planned to be achieved in delivering the service. The Trading
Standards‟ Service Plan is reviewed on an annual basis as are all other major service plans including the
Food Law Enforcement Plan. A service planning guide has been introduced, for use next year, to ensure
that drivers such as customer needs, the National Performance Framework priorities & legal
requirements and other issues such as resources, health & safety and sustainability are taken into
consideration during the service planning process.

Planned inspection, enforcement and sampling activities (or projects) are documented prior to
commencement, outlining the performance objectives which are planned to be achieved in delivering the
project. A project template was introduced last year to ensure that projects meet legal requirements and
have regard to official and professional guidance and standards.

This year, Project Managers will be asked to present project reports to the Departmental Management
Team on completion of the project so that the results can be assessed, further actions can be agreed and
outcomes can be disseminated both within the Service and externally as appropriate.

Policy review. All policies are reviewed on an annual basis although more frequent reviews are
undertaken where it is appropriate to do so. Reviews may be required where corporate or Service
priorities change, where new legislation is enacted, or where customer feedback suggests amendments.
Again, any amendments to policies are communicated to all staff as they are implemented.
16c Use of external accreditation, self and peer assessment models to appraise service

The Trading Standards Service holds a number of awards, standards and quality marks as listed below:

     In what year will/was the Trading Standards service
                                                           2000/2001
     part of a Best Value review by your authority?
     Indicate if you have received, or are working                      Working
                                                           Received
     towards, any of the following:                                     towards
          Charter Mark
           Investors in People                            1999
           OFT excellence award (scheme under review)
           Beacon Status (what topic)
                                                           2000
           CLS Quality Mark
                                                           Full 2001
                                                           1994
                                                           9002:2000
           ISO 9000
                                                           2003
                                                           9001:2000
     Do you use the EFQM ® model? (yes or no?)             YES
     Do you have a service level agreement with the
                                                           YES
     Office of Fair Trading? (Yes or no?)
     Others: (list below)                 Brief description
                                          For Mass at OIML Class F1, F2, M1 and
                                          M2 uncertainties
                                          For Non-Automatic Weighing Machines up
     UKAS Accreditation for Metrological to 2060kg on site (analytic balances to
     Services                             platform machines)
                                          For Non-Automatic Weighing Machines up
                                          to 2060kg in the laboratory (simple
                                          machines such as spring balances)

9001:2000 accreditation. As already outlined under Standard 16b above, our 9001:2000 accredited
management system incorporates a comprehensive review process with an annual internal audit
programme. In addition the Service is audited by the certification body twice a year.

Peer Reviews. We are keen to implement peer reviews. We are currently working with other East of
England Trading Standards Authorities (EETSA) on the implementation of a peer review process in
relation to food law enforcement. We are also considering the District Council Environmental Health
Departments as appropriate partners in this process.

We are awaiting the Dti/LACORS guidance on peer reviews to allow us to progress this process in areas
other than food.

Self-Assessment. 2003/2004 is the final year of the Trading Standards Service‟s Improvement Plan.
The 3-year Improvement Plan was drawn up in May 2001 as a consequence of the Best Value Review of
the Service. This Improvement Plan forms an integral part of the Trading Standards Service Plan.

In order to formulate an Improvement Plan for 2004/2005 and beyond, we intend to conduct a self-
assessment of the Service using the EFQM excellence model in the forthcoming service year.
   16d   Comparison of outcomes with similar Trading Standards Services

   We recognise that comparing ourselves with other similar Trading Standards Services and learning from
   the best practice demonstrated in other authorities is an invaluable way to improve our own service
   delivery and to ensure consistency of enforcement. This year, our Improvement Plan includes the
   development of a benchmarking strategy to take this work forward. We are working with other East of
   England Trading Standards Authorities with a view to formalising benchmarking in the region, using the
   Tri-Nations Good Practice Guides.

   16e   User surveys to assess satisfaction

   We have a well-established system for surveying our customers, both consumers and businesses.
   Surveys are conducted every quarter and encompass at least 5% of consumer and business contacts for
   that period. We survey customers who have received one or more of the following services:
       Consumer information and advice delivered by our Customer Service Centre and/or our Fair
         Trading Teams
       Business information, advice and support
       Business inspection
       Metrological services

umer and business information surveys, the criteria for the categorisation of questions and
  responses is based on the Community Legal Service (CLS) Quality Mark, although additional,
  targeted questions are also used. The majority of surveys also include a measure of ethnicity,
  disability, gender and age.

 survey responses (both positive and negative) are fed back to officers and their team managers to
   either confirm that they are delivering a quality service to the customer‟s satisfaction or to allow
   them to modify their service delivery to improve customer satisfaction.

sults are analysed and reported to the Departmental Management Team on a quarterly basis. Where
   suggestions for service improvements are recommended, they are considered and adopted, if
   appropriate, across the Service on an ongoing basis.

   16f   Consultation with stakeholders to assess effectiveness

   All our customer satisfaction surveys ask for suggestions on how we could improve the service we
   provide. In addition we have undertaken two major surveys of consumers and businesses in the last five
   years (as detailed in Section C) and much of the intelligence gained from them is still informing our
   thinking on the manner in which we deliver our services. For example, in the 1999 survey, respondents
   were keen to see the Service support complainants by taking action on behalf of customers whose own
   complaints have been ignored. Last year the Service underwent a significant re-engineering process,
   forming Fair Trading Teams. The teams‟ main remit is to put right trading malpractices, often on behalf of
   individual consumers who have been unable to obtain redress on their own.

   Our Improvement Plan details several consultation processes that we intend to implement this year
   including running web-based surveys and the inclusion of feedback forms as standard with the consumer
   and business information we distribute.

   A cross-party Member/Officer group has just been established to scrutinise the Trading Standards
   Service as a whole. Members will engage with a broad cross-section of staff and customers in an effort
   to develop innovative ways to ensure that the people of Norfolk understand the value of the service
delivered by Trading Standards. The group is due to report to the Fire & Community Protection Review
Panel in September 2003.

16g   Monitoring the quality and consistency of advice and performance

As already outlined under Standard 16b above, our 9001:2000 accredited management system
incorporates a comprehensive review process with an annual internal audit programme.

We have established induction, appraisal and learning & development systems. Individual performance
is monitored by Team Managers on an ongoing basis, with a formal appraisal/mid term review held every
six months. Team Managers are responsible for quality auditing their staff to ensure the provision of
advice and other service delivery matches established policies, procedures and protocols. Last year a
formal monitoring procedure was introduced to improve the quality of the recording on our FLARE
database of services delivered.

Last year also saw the introduction of an internal peer review process for implementation this year. The
process is specifically designed to promote compliance with the Service‟s standards and policies and
good practice in respect of the delivery of services. It involves officers accompanying one another in a
series of work situations and documenting their assessment of performance.
16.2 Variations from the 2002/03 Service Plan

The Service Plan for the 2002/03 service year was referred to as the Consumer Protection Strategy
(CPS). As is the case this year, the CPS contained a comprehensive list of key objectives which
identified those key areas of work to be taken forward during that service year. Whilst the majority of
objectives were delivered as planned, in some cases variation from the original plan was necessary.
These areas of variation are listed below:

              Areas of Variation                             Reason for Variation
             To identify and promote           Work was not undertaken in respect of this due to
           access to effective consumer          a lack of resources. This issue will be raised with
           skills material for use in            Members of the County Council.
           schools
             To increase the number of         Whilst an increase in consumer numbers
           consumers who access the              accessing the service was achieved, the 20,000
           consumer advice service               target was not reached. This shortfall was due in
                                                 part to problems with the telephone system. In
                                                 addition our recording mechanisms are such that
                                                 we count the number of “jobs” handled (which
                                                 could involve multiple calls to the service) as
                                                 opposed to all consumer contacts made.
            To develop the local               Our plans to develop the LBP with Business Link
           Business Partnership (LBP)            have not been possible due to a wish on their
                                                 part to tackle other priorities first. Recently
                                                 Business Link has indicated a willingness to
                                                 revisit this area although in itself this has not
                                                 been identified as a key action for the 2003/04
                                                 service year.
             To increase calibration           The calibration income target was exceeded by
           income by 10% per year, by            67% due to effective marketing, very hard work
           increasing competitiveness            by the Metrology Unit and excellent customer
                                                 service. This success has allowed us to consider
                                                 the appointment of an additional member of staff
              Areas of Variation                             Reason for Variation
                                                within this team.
             To develop and deliver on        A full proactive programme was not devised due
           a business education                 to a lack of resources. Priority during the year
           programme                            was given to reactive work (including a number of
                                                business talks). A decision was taken to limit the
                                                amount of proactive work undertaken to allow the
                                                Service to complete a major business re-
                                                engineering programme called “Getting in
                                                Shape”. The programme represents our
                                                commitment to changing the shape of the service
                                                to improve service delivery over the medium to
                                                long term.
             To ensure high standards         Premises inspection rates were not achieved due
           of animal health and welfare         to a significant number of formal animal health
           - Premises inspection rates          and welfare investigations taking priority.
             To initiate and implement        Three projects were not delivered due to a lack of
           planned enforcement and              resources. A decision was taken to limit the
           sampling projects                    amount of proactive work undertaken to allow the
                                                Service to complete the “Getting in Shape”
                                                programme described above.
              To develop the following        No progress was made in these areas of
           strategies as part of the            improvement as the “Getting In Shape”
           Improvement Plan                     programme has taken priority. The development
           - Intelligence Strategy              of all three strategies is contained in the Service‟s
           - Publicity Strategy                 Improvement Plan for 2003/04.
           - Benchmarking Strategy
              To deliver the Training &       Learning and development forms a key part of
           Development Plan                     the “Getting In Shape” programme and, as such,
                                                has taken place in a less formal environment
                                                than in former years. Staff have been able to
                                                settle into their new teams, prior to receiving
                                                intensive in house training over the coming
                                                months.

16.3   Areas for Improvement

The Key Actions and Targets within Section D take forward not only the core areas of Trading Standards
work but also those activities where real improvement is recognised as a priority. Many of these areas
flow also from the Improvement Plan, which is itself identified as a key action in section D (Key Action
Number 36) representing the Department‟s ongoing commitment to best value. The areas for
improvement are identified below:

                   Area For Improvement                          Where Addressed In Plan
             To increase the capacity and                     Section D - Item 12, Key Action 3
           effectiveness of the consumer advice
           service                                       This Key Action will allow greater
                                                         access to the service. A fundamental
                                                         part of this is the integration of the
                                                         Trading Standards Customer Service
                                                         Centre into the corporate one and the
           Area For Improvement                       Where Addressed In Plan
                                                key role that the current Trading
                                                Standards staff will have to play.


      To implement a Service Level Agreement       Section D - Item 14, Key Action 21
    (SLA) with the Department of the
    Environment, Food & Rural Affairs (DEFRA)   This Key Action will provide for
    through the production of a Farm            additional resources to be allocated to
    Enforcement Plan                            farm enforcement and hence increase
                                                the full range of activities including
                                                programmed premises inspection.

      To initiate and implement planned            Section D - Item 14, Key Action 17
    inspection, enforcement and sampling
    activities                                  This key action represents a reduction
                                                in the overall number of proactive plans
                                                on last year, but allows increased focus
                                                on priority areas.

      Implement the Trading Standards              Section D - Item 15, Key Action 36
    Improvement Plan and the BVPI 166 Action
    Plan, incorporating the work of the         This Key Action recognises the
    Member/Officer Group in marketing the       importance of taking forward our
    Trading Standards Service                   commitment to the Improvement Plan.
                                                It also builds on those areas not
                                                delivered in 2002/03, including the
                                                intelligence, publicity and benchmarking
                                                strategies. An important development,
                                                in terms of Member involvement, is the
                                                creation of a Member/officer group,
                                                whose scrutiny work should have a
                                                positive impact in terms of the
                                                marketing and awareness of the
                                                service.

     Deliver the annual Learning and               Section D - Item 15, Key Action 26
    Development Plan
                                                This Key Action aims to build on the
                                                “Getting In Shape” Programme which
                                                now requires the identification and
                                                delivery of individual learning and
                                                development needs.
APPENDICES
                                   Appendix A


  Primary Legislation enforced by the Trading Standards Service


Accommodation Agencies Act 1953
Administration of Justice Acts 1970 & 1985
Agriculture Act 1970
Agriculture (Miscellaneous Provisions) Act 1968
Agricultural Produce (Grading and Marking) Acts 1928-1931
Animal Health Acts 1981 & 2002
Animal Health and Welfare Act 1984

Business Names Act 1985

Children & Young Persons Act 1933
Children & Young Persons (Protection from Tobacco) Act 1991
Companies Act 1985
Consumer Credit Act 1974
Consumer Protection Act 1987
Copyright Designs and Patents Act 1988
Courts and Legal Services Act 1990
Crossbows Act 1987

Development of Tourism Act 1969

Education Reform Act 1988
Energy Act 1976 (S.1(4))
Energy Conservation Act 1981
Enterprise Act 2002
Environmental Protection Act 1990
Estate Agents Act 1979
European Communities Act 1972 (S.2)

Fair Trading Act 1973
Farm & Garden Chemicals Act 1967
Food & Environment Protection Act 1985
Food Safety Act 1990
Forgery & Counterfeiting Act 1981

Hallmarking Act 1973
Health & Safety at Work Act 1974

Insurance Brokers (Registration) Act 1977

Medicines Acts 1968-1971
Merchant Shipping Act 1995
Mock Auctions Act 1961


                                     Appendix A
                                     Page 1 of 2
Motor Cycle Noise Act 1987

Nurses Agencies Act 1957

Performing Animals (Regulation) Act 1925
Poisons Act 1972
Prices Acts 1974 & 1975
Property Misdescriptions Act 1991
Protection from Harrassment Act 1997
Protection of Animals Acts 1911-1987

Registered Designs Act 1949
Road Traffic Act 1988 (S.17, 18 & 75)
Road Traffic Act 1991 (S.16)
Road Traffic Offenders Act 1988

Slaughter of Poultry Act 1967
Solicitors Act 1964

Telecommunications Act 1984
Theft Acts 1968 & 1978
Timeshare Act 1992
Trade Descriptions Act 1968
Trade Marks Act 1994
Trading Representations (Disabled Persons) Acts 1958-1972
Trading Stamps Act 1964

Unsolicited Goods & Services Acts 1971-1975

Video Recordings Act 1984

Welfare of Animals at Slaughter Act 1991
Weights and Measures Acts 1976-1985




                                        Appendix A
                                        Page 2 of 2
                                   Appendix B


Norfolk County Council Community and Corporate Objectives



Goal 1 – Increasing Achievement by Norfolk School Children
01.1 Improved standards of numeracy and literature
01.1 Improved standards for all at the end of Key Stage 3
01.2 Improved standards for all at the end of Key Stage 4
01.3 Increased access to ICT in schools and improved ICT skills
01.4 Fewer schools requiring additional support
01.5 Special needs of all pupils are taken into consideration
01.6 School attendance is high
01.7 All eligible pre-school children can access a high quality early years
01.8 education
01.9 Enough school places are available in suitable buildings
01.10 Teaching, leadership and management in schools is of a high quality



GOAL 2 – A THRIVING NORFOLK ECONOMY
02.1 Increased employment in key sectors
02.2 Low unemployment
02.3 Increased external funding attracted to Norfolk
02.4 A positive image of Norfolk in the world as a place to do business
02.5 Reduced rural and urban deprivation
02.6 Improved infrastructure to support business
02.7 Improved skills base of the Norfolk economy

Goal 3 – Providing Effective Services for People in Need
03.1 Neglect and abuse of children is minimised
03.2 Looked after children are fostered or adopted whenever possible
03.3 Looked after children reach their full potential
03.4 Children‟s development and emotional needs are fully met
03.5 People are encouraged to live in a healthy lifestyle
03.6 Reduced misuse of drugs (including alcohol and tobacco)
03.7 Employment and training needs of the disadvantaged are met
03.8 Avoidance of unnecessary hospital stays & emergency admissions
03.9 Adults live at home wherever possible
03.10 Adults who cannot live at home receive quality, cost effective residential care
03.11 Carers receive sufficient support
03.12 Increased social cohesion and vibrant local communities



GOAL 4 – BETTER TRAVEL AND TRANSPORT
04.1 Continuing improvement to the road and transport network
04.2 Roads and Bridges are maintained in the agreed standards


                                       Appendix B
                                       Page 1 of 2
04.3 Bridges are strengthened as planned
04.4 Streetlights work safety and properly
04.5 Improved passenger transport
04.6 Effective Park & Ride schemes
Goal 5 – Making Norfolk Safer
05.1 Reduced crime rates
05.2 Fewer deaths and injuries from fires
05.3 Consumers and businesses are exposed to less trading malpractice
05.4 Fewer deaths and injuries from road accidents
05.5 Fire and other emergencies are dealt with promptly and effectively
05.6 The County of prepared for major emergencies
05.7 There is an effective consumer and business advice service

Goal 6 – Protecting and Enhancing Norfolk’s Environment
06.1 County Council policies and actions encourage sustainable development
06.2 The public can readily enjoy the countryside
06.3 Our natural and built environment is conserved and enhanced
06.4 Reduced impact of HGV‟s on communities
06.5 Norfolk‟s landscape and bio diversity is enhanced
06.6 A substantial proportion of household waster is recycled or composted

Goal 7 – Learning Throughout Life
07.1 Opportunities to learn are readily available
07.2 People are encouraged to go on learning
07.3 People have improved basic skills
07.4 Support enables young people to make positive and appropriate choices
07.5 Increased use of libraries, museums and the Record Office
07.6 Increased participation in arts, sports and cultural activity
07.7 More young people stay involved in learning
07.8 Our heritage assets are conserved but publicly available
07.9 More people have NVQ qualifications

Goal 8 – An Efficient and Responsive Council
08.1 NCC Takes a major (often leading) role in local governance
08.2 NCC works effectively as one organisation
08.3 NCC works in partnership with other bodies
08.4 NCC is a learning organisation with the capacity to innovate
08.5 Public views are taken into account
08.6 Norfolk people value our services
08.7 Services are readily accessible (including electronically)
08.8 Services are locally delivered and locally responsive
08.9 All clients and potential clients experience equal opportunity
08.10 The public understand what the Council is doing
08.11 Extra public funds become available to the County
08.12 Employees and Members understand what the Council is doing
08.13 Employees are appropriately skilled and well motivated
08.14 Employees experience fair conditions of employment
08.15 Services are demonstrably competitive and cost effective
08.16 Our assets are well managed and maintained
08.17 We comply with regulations and the law

                                    Appendix B
                                    Page 2 of 2
08.18 Optimum use is made of new technology




                                Appendix B
                                Page 3 of 2
Appendix C


BVPI 166: The Best Value Performance Indicator for Environmental
Health and Trading Standards

Score against a checklist of enforcement best practice for environmental
health/trading standards
The proposed checklist below is drafted with 10 points, with one or more question
per point. Each point is worth 1 mark. The question(s) under each point are worth a
fraction of that mark. Each question requires a “Yes” or “No” answer. For example
there are eight questions under point 1, so a “Yes” answer to one question under
point 1 attracts a score of 1/8th, and a “Yes” answer to five questions attracts a score
of 5/8th.
Written enforcement policies
(Enforcement means action carried out in the exercise of, or against the background of, statutory
powers. For example, the inspection of premises for the purpose of checking compliance with
regulations and the provision of advice to aid compliance would be covered.
1 a) Does the authority have written and published enforcement policy/policies,
   formally endorsed by its members that cover all aspects of environmental health
   and trading standards enforcement?
   b) Is non-compliance with statutory requirements followed up in accordance with
   the enforcement policy/policies?
   c) Do the policy/policies confirm that the authority has signed the Enforcement
   Concordat?
   d) Do the policy/policies take into account the guidance set out in “The Code for
   Crown Prosecutors”?
   e) Do the policy/policies include the criteria to be met before formal enforcement
   by the authority?
   f) Do the policy/policies make provision for situations where there is a shared
   enforcement role?
   g) Do the policy/policies make provision for the particular interests of consumers
   within the authority‟s area including business owners, employees and the public?
   h) Are the policy/policies mentioned above followed, monitored, and reported on,
   and any variations addressed within a service plan or BVPP?
Planned enforcement activity
2 Does the authority have risk-based inspection programmes, and sampling and
   surveillance regimes for regulatory services that:
       a) meet legal requirements;
       b) otherwise have regard to official guidance;
       c) otherwise have regard to professional guidance and standards

The authority must be able to demonstrate that it regularly reviews its interpretation
and application of legislation and guidance. For example, in the trading standards
area, it should carry out an annual comparison of the proportion of its trading
premises that it has classified as having „high‟, „medium‟ or „low‟ inspectable risk with
the figures for other authorities. It should then carry out process benchmarking with
other authorities if these proportions differ significantly from the average, ie, if the
authority‟s figures are in the upper or lower decile.


                                              Appendix C
                                              Page 1 of 2
3 Are the programmes and regimes mentioned above in point 2 followed,
  monitored, and reported on, and any variations addressed within a service plan
  or BVPP?

4 Does the authority have targeted educational and information programmes?

5 Are the programmes mentioned above in point 4 followed, monitored, and
  reported on, and any deviations from the planned programmes addressed within
  a service plan or BVPP?

Reactive and responsive enforcement activity
6 Does the authority have and implement policies, procedures and standards for:
      a) responding to and dealing with complaints made to the local authority
         about a third party and requests for services regarding statutory
         enforcement functions?
      b) supporting the provision of consumer advice, including participation in a
         Consumer Support Network?

7 Does the authority have and implement policies, procedures and standards for
  responding to and dealing with:
     a) statutory notifications (e.g. RIDDOR reports of accidents, occupational
        diseases and dangerous occurrence)?
     b) the referral to other regulators of relevant information received where there
        is wider regulatory interest?

8 Are the policies, procedures and standards mentioned above in points 6 and 7
  followed, monitored, and reported on, and any variations addressed within a
  service plan or BVPP?

Appropriate Resources
9 Has the authority within the last five years benchmarked its resources for relevant
  services against similar local authorities or comparable service providers
  including private and voluntary?

Consultation and satisfaction levels
10 a) Does the authority have a range of mechanisms in place to consult
   stakeholders affected by their service regarding the development of the
   enforcement policy?
   b) Does the authority have a range of mechanisms in place to consult
   stakeholders affected by the service regarding satisfaction levels?
   c) and are the consultation responses considered and acted upon?




                                      Appendix C
                                      Page 2 of 2
Appendix D


Trading Standards' Actions Following Recommendations made by
                  the Best Value Inspectorate

INSPECTION RECOMMENDATIONS                NCC ACTION
1(a)   Improve customer access to         Our Best Value Review identified the need
       the service generally,             to improve customer access to the Service.
       especially for disadvantaged       The implementation of the Trading
       groups.                            Standards Consumer Protection Strategy
                                          (and the associated Action Plan) has led to
                                          and will continue to lead to increased
                                          access, specifically by:
                                           The development of the Consumer
                                              Support Network (CSN) - joined-up
                                              working with the Citizens Advice
                                              Bureaux, BBC Radio Norfolk, Age
                                              Concern Norwich, Norfolk County
                                              Council Youth & Community Service,
                                              Norwich City Council Advice and
                                              Information Services and MAP to
                                              increase access to consumer
                                              information and advice. [Please note
                                              the Norfolk CSN is only the second to
                                              be formally recognised by the DTi]
                                           The development of a consumer advice
                                              database that will be available on the
                                              Internet both to consumers themselves
                                              and, in a modified version, to Trading
                                              Standards and CABx advisors. [A
                                              £20,000 grant has been secured from
                                              the DTi to fund this]
                                           The delivery of an outreach programme
                                              of consumer advice in the most
                                              deprived areas of the County
                                           The distribution of consumer
                                              information resources through a range
                                              of agencies including libraries, post
                                              offices, village shops and GP surgeries.




                                      Appendix D
                                      Page 1 of 3
INSPECTION RECOMMENDATIONS                    NCC ACTION
1 (a)                                             The establishment of the Local
continued                                          Business Partnership (LBP) with the
                                                   Small Business Service and business
                                                   agencies to increase access to
                                                   business information and advice.
                                                  The development of the SUPER project
                                                   - electronic delivery of regulatory
                                                   information for businesses through a
                                                   database driven website and contact
                                                   centre facility. The regulatory database
                                                   will be available on the Internet both to
                                                   businesses themselves and, in a
                                                   modified version, to Trading Standards
                                                   and District Council regulators.
                                                   [£500,000 European Union funding
                                                   (match funded by the Council) was
                                                   secured for this development]
                                                  The establishment of the Trading
                                                   Standards Contact Centre (with an
                                                   improved telephone system) to improve
                                                   access for both consumers and
                                                   businesses via our telephone and email
                                                   systems.
1(b)        The Inspectors noted in               The Trading Standards Service is
            particular that physical access        currently looking with NPS into the
            to the consumer advice                 feasibility of relocation.
            service is not good.                  The Trading Standards Service is
            Signposting of the service at          exploring the possibility of improving
            both County Hall and the               signposting and signage for the Trading
            King's Lynn office is poor and         Standards Service in King‟s Lynn.
            'drop-in' advice is not
            promoted by the remote
            location of the service within
            these offices.
2.          Continue to develop the               Our Best Value Review led to the
            service to achieve top quartile        production of the Trading Standards'
            cost and performance, high             Consumer Protection Strategy
            quality service delivery and           2001/2002 - 2003/2004, the associated
            flexibility to react to what           Action Plan and the Trading Standards'
            consumers want in the future.          Service Development Agreement that
                                                   sets specific targets to achieve.
                                                   Delivery of the action plan over the
                                                   three-year period will ensure that the
                                                   Service develops into a top quartile one
                                                   as recommended by the Inspectors.



                                          Appendix D
                                          Page 2 of 3
INSPECTION RECOMMENDATIONS              NCC ACTION
3.    Ensure performance-                   Prior to the Best Value Inspection, in
      monitoring systems are in              recognition of the lack of Audit
      place and introduce                    Commission Best Value Performance
      intermediate milestones for            Indicators for the Service, Trading
      longer-term improvements.              Standards developed the Service
                                             Development Agreement, which
                                             contains 40 local service specific
                                             Performance Indicators. Performance
                                             against the targets set is monitored on
                                             a monthly basis
                                            Some systems to monitor performance,
                                             notably those dependent on the
                                             installation of a new telephone system,
                                             are yet to be established although work
                                             is progressing in this area.
                                            It is recognised that some long-term
                                             improvements within the Action Plan
                                             need to be monitored against
                                             intermediate milestones and the Action
                                             Plan is currently being amended to
                                             reflect this.
                                            All service planning and action plans
                                             will connect with the new Consumer
                                             Protection Strategy, which will form part
                                             of the County Council‟s policy
                                             framework. In addition, there is a need
                                             to develop performance monitoring and
                                             service planning to line up with DTI
                                             proposals for a national performance
                                             framework for Trading Standards.
4.    Ensure development of                 Steve Holland, Head of Trading
      SUPER is co-ordinated with             Standards has given a presentation on
      the Council's wider e-                 the SUPER project to the Chief
      government agenda                      Officers' Group and is currently liaising
                                             with Terry Turner to ensure that it is co-
                                             ordinated with the Council's wider e-
                                             government agenda




                                    Appendix D
                                    Page 3 of 3
ANNEX I




FOOD LAW ENFORCEMENT PLAN

2003/2004
NORFOLK COUNTY COUNCIL
               TRADING STANDARDS SERVICE
FOOD LAW ENFORCEMENT PLAN
                                     2003/2004



           Produced in accordance with the requirements of the
Food Standards Agency Framework Agreement




       If you would like this report in large print, audio, Braille,
       alternative format or in a different language please contact our
       Customer Service Centre on 0845 7 444466 and we will do our
       best to help
                                           CONTENTS


                                                               Section


Service Aims and Objectives                                              1



Background                                                               2


      Profile of Norfolk                                                 2.1

      Organisational Structure                                           2.2

      Scope of the Service                                               2.3

      Demands on the Food Enforcement Service                            2.4

      Enforcement Policy                                                 2.5


Service Delivery                                                         3


      Food and Feedingstuffs Premises Inspections                        3.1

      Food and Feedingstuffs Complaints                                  3.2

      Home Authority Principle                                           3.3

      Advice to Businesses                                               3.4

      Food and Feedingstuffs Inspection and Sampling                     3.5

      Control and Investigation of Outbreaks of Food Related
                                                                         3.6
      Infectious Disease

      Food Safety Incidents                                              3.7

      Liaison with Other Organisations                                   3.8
      Food and Feedingstuffs Safety and Standards Promotion             3.9


                                       CONTENTS Continued 2



                                                              Section


Resources                                                               4


      Finance Allocation                                                4.1

      Staffing Allocation                                               4.2

      Staff Development Plan                                            4.3


Quality Assessment                                                      5



Review                                                                  6


      Review against the Food Law Enforcement Plan                      6.1

      Identification of any variation from the Plan                     6.2

      Areas of Improvement                                              6.3


Key Actions and Targets                                                 7




Appendices

      County Council Structure                                    Appendix A

      Food Chain Inspection Programme                             Appendix B

      Food Law Policy                                             Appendix C
Project Plans                                             Appendix D

Inspection Referral System                                Appendix E



                               CONTENTS Continued 3



                                                      Section

Enforcement Policy                                        Appendix F

Enforcement Concordat                                     Appendix G

Guidance Notes for Inspections (Food Standards)           Appendix H

Guidance Notes for Inspections (Feedingstuffs)             Appendix I

Home Authority Strategy                                   Appendix J

Public Analyst Contract                                   Appendix K

Norfolk Food Liaison Group                                Appendix L

Food Law Competencies Schedule 2003/2004                  Appendix M
                                                                                               Page 1 of 19




1.    SERVICE AIMS AND OBJECTIVES

1.1   Aims and Objectives of the Trading Standards Service


1.1.1 Norfolk Trading Standards aims to enhance the well being of consumers and businesses through
      the provision of consumer protection and Trading Standards Services where there is the greatest
      need.


1.1.2 The service works to the Community and Corporate Objectives of the County Council which are
      set out in the Trading Standards Service Plan (TSSP). The TSSP also recognises the National
      Performance Framework priorities as set out by the Department of Trade and Industry
      Performance Standards for Trading Standards. In particular the Service has a major role to play
      in the following areas:


              ·   Informed Confident Consumers
              ·   Informed Successful Businesses
              ·   Enforcement of a Fair and Safe Trading Environment
              .   Efficient, Effective and Improving Trading Standards Service


      The Key Actions and Targets within the TSSP take forward proposals for all aspects of the
      Service during the 2003/2004 service year. The Food Law Enforcement Plan is one of a number
      of plans specifically identified, which also require dedicated key actions and targets in addition to
      those within the TSSP. These additional key actions and targets are detailed in section 7 to this
      plan.
                                                                                              Page 2 of 19



2.    Background

2.1   Profile of Norfolk


2.1.1 Norfolk is a geographically large county spanning some 537,234 hectares. It remains a mainly
      rural county with much of the land set aside to the primary production of foods such as cereals
      and vegetables.


2.1.2 The population of Norfolk has increased steadily over the last few years, rising to 804,000
      in 2000. It is projected that this will increase to 823,500 by 2005.


2.2   Organisational Structure


2.2.1 Norfolk Trading Standards Service is part of the County Council‟s Chief Executive's Department
      which also includes services such as Economic Development, Emergency Planning, Legal
      Services and Corporate Personnel. The Head of Trading Standards reports to the Director of
      Corporate Resources who in turn, reports to the Chief Executive. The Head of Trading Standards
      is responsible for the referral of policies and procedures to the Fire & Community Protection
      Review Panel. Matters which require a County Council decision are referred via the Cabinet for
      members to consider.


2.2.2 The food standards service can be seen to fit in with the overall County Council structure at
      Appendix A, which also details those officers with a specialist responsibility for food standards
      and feedingstuffs.
                                                                                              Page 3 of 19


2.3 Scope of the Service


2.3.1 Norfolk Trading Standards delivers a range of food enforcement services which include controls
      on animal feedingstuffs. Specific functions of this work include:


          ·   programmed inspections
          ·    resolution of complaints
          ·   food and agriculture sampling
          ·   home authority responsibilities
          ·   advice, information and support for businesses
          ·   food promotion activities
          ·   enforcement activities


2.3.2 The delivery of the food enforcement service is mainly the responsibility of operational teams
      based in the East and the West of the County. The service is delivered alongside other similar
      services, for example the inspection of weighing and measuring equipment.


2.3.3 Currently the delivery of the food enforcement service is carried out exclusively by officers
      employed by the County Council. Analytical services are subject to a contract with the Public
      Analyst for Norfolk, Lincoln, Sutton and Wood Ltd, based in Norwich.
                                                                                              Page 4 of 19


2.4   Demands on the Food Enforcement Service


2.4.1 There are a number of large food manufacturers in Norfolk, together with some large food
      packers that are contracted to provide fresh vegetables to the main supermarket chains. There
      are also a number of smaller businesses which include butchers, bakers and sandwich
      manufacturers. Retailers now tend to be concentrated into fewer large multiple outlets. There
      are a number of caterers which include restaurants, hotels and guest houses. The profile of food
      premises that are liable to food law enforcement visits is to be found in the Food Chain Inspection
      Programme at Appendix B.


2.4.2 Manufacturers and processors in Norfolk having specialist or complex processes are also
      identified in the Food Chain Inspection Programme. Some of these companies also come within
      the remit of the Home Authority Principle, and are listed at Appendix J.


2.4.3 Workload can be broadly divided between proactive work, for example inspections/ and sampling;
      and reactive work, such as responding to complaints, requests for advice from traders and
      dealing with other incidents as they occur. Complaints made about food standards are dealt with
      in accordance with the Customer Requests Procedures and Work Instruction „‟Food and
      Feedingstuffs Complaints”.


2.4.4 The service is delivered in the main by operational teams based in Norwich and King‟s Lynn. A
      Customer Service Centre intended to handle all initial enquiries is based at County Hall, Norwich
      where calls are received via a local rate helpline. All services are available from 08.45 to 17.30,
      Monday to Thursday and from 08.45 to 16.30 on Friday.
                                                                                            Page 5 of 19

2.5   Enforcement Policy

2.5.1 Norfolk Trading Standards has an established Enforcement Policy (Appendix F) which includes
      the enforcement of food law. The County Council has signed up to the Enforcement Concordat
      (Appendix G) and the Trading Standards Service fully subscribes to its principles.


3.    Service Delivery

3.1   Food and Feedingstuffs Premises Inspections


3.1.1 Food and Feedingstuffs premises inspections are planned in accordance with the Food Law
      Policy (Appendix C). Details of the type and number of premises, together with a programme of
      inspection are to be found in the Food Chain Inspection Programme and in Project Plans
      (Appendix D).


3.1.2 High-Risk Food and Feedingstuffs inspections will only be carried out by suitably qualified and
      experienced officers. Other inspections, for example certain medium-risk premises will be
      delivered by Fair Trading Inspection Officers as part of the overall inspection programme for the
      Trading Standards Service. This inspection programme is subject to a robust referral system
      (Appendix E) where specialist food law enforcement officers carry out all follow up action.


3.1.3 Food Standards Inspections are carried out in accordance with the relevant Codes of Practice
      and Operating Procedure „Enforcement Visits to Businesses‟. In addition officers are able to
      consult detailed guidance notes for both Food Standards Inspections (Appendix H) and
      Feedingstuffs Inspections (Appendix I).


3.1.4 The frequency of planned inspections to relevant premises will be determined in accordance with
      risk. The risk assessment scheme in use by officers during an inspection is one based on the
      LACORS model, analogous to that contained in Code of Practice 8, but one which also takes
      account of local needs.


                                                                                            Page 6 of 19
3.1.5 Targeted inspection, revisits and other visits will be carried out in addition to programmed risk
      based inspection. Details of these activities are given in the Food Chain Inspection Programme
      and estimated resources required for food and feedingstuffs inspection are 1.75 FTE and 0.7 FTE
      respectively.


3.1.6 Key actions and targets for inspection work during 2003/2004 are detailed within the Trading
      Standards Service Plan.


3.2   Food and Feedingstuffs Complaints


3.2.1 Food and feedingstuffs complaints are dealt with in accordance with the Customer Requests
      Procedures and with work instruction “Food and Feedingstuffs Complaints”.


3.2.2 The Food Law Policy details the priority criteria for samples taken as a result of consumer
      complaints as the number one priority for the service.


3.2.3 Current levels of complaints are:


          ·   food            - 200
          ·   agriculture     - 30


      It is estimated that to investigate and conclude this level of complaints approximately 0.5FTE and
      0.05 FTE respectively are required.


3.2.4 In addition to reactive complaints work, information and advice will be made available to
      consumers. This is achieved through the provision of advice and information in paper form or via
      the Customer Service Centre or the Internet.


3.2.5 Key actions and targets for complaint work during 2003/2004 are detailed within the Trading
      Standards Service Plan.
                                                                                            Page 7 of 19


3.3   Home Authority Principle


3.3.1 The Home Authority Strategy (Appendix J) gives details of the way in which the service supports
      the LACORS Home Authority Principle.


3.3.2 Currently, the service has an active Home Authority relationship with 40 food businesses and 7
      feedingstuffs manufacturers. In addition there are 37 further „food chain‟ businesses for which the
      service is either originating authority or Home Authority (within the LACORS definition) but where
      the latter group is made up of companies with whom less contact is required. A summary of
      these companies along with the relevant contact officer details is provided by the Home Authority
      List (Appendix J).


3.3.3 It is estimated that the Home Authority Strategy will require 1.2 FTE (food) and 0.2 FTE
      (feedingstuffs). This excludes resources required for inspection and promotional activities which
      are dealt with elsewhere.


3.3.4 Key actions and targets for Home Authority work during 2003/2004 are detailed within the Trading
      Standards Service Plan.


3.4   Advice to Businesses


3.4.1 The Service works with businesses to help them comply with the law and to encourage the use of
      best practice. This is achieved through a range of activities including:
             · Advice given during the course of inspections and other visits.
             · The provision of advice and information in paper form or via the internet.
             · Through responding to queries.
                                                                                              Page 8 of 19


3.4.2 It is estimated that in excess of 150 food business enquiries (excluding Home Authority
       Businesses) will be made to the Authority during the year 2003/2004 which will require resources
       of 0.25 FTE. The likely demand for feedingstuffs advice from non Home Authority businesses will
       be relatively small, approximately 30 enquiries, requiring 0.05 FTE.


3.4.3 Key actions and targets for business advice during 2003/2004 are detailed within the Trading
       Standards Service Plan.


3.5    Food and Feedingstuffs Inspection and Sampling


3.5.1 The Service will target its proactive food and feedingstuffs sampling towards products/ingredients
       from companies that manufacture, are based in, or import into Norfolk. Sampling plans will be
       formulated in accordance with the Food Law Policy and the „Sampling‟ procedure. Details are
       given in Project Plans.


3.5.2 The Service‟s sampling programme will also include relevant regional sampling through the
       EETSA (East of England Trading Standards Authorities) group of authorities.


3.5.3 All sampling undertaken by officers will be in accordance with all relevant legislation and all formal
       food samples will be taken in accordance with the Food Standards Agency Code of Practice
       No.7: Sampling and Analysis.


3.5.4 Samples will be procured in accordance with the „Sampling‟ procedure and work instructions
       “Food Samples” and “Agricultural Samples”.


3.5.5 The Service aims to sample at a level which is sufficient to meet the sampling priorities of the
       Authority. The sampling budget for the year 2003/2004 will be approximately £40,000 of which
       £30,000 relates to food sampling and £10,000 to Agriculture sampling. Staffing resources in
       relation to this are estimated at 0.8 FTE and 0.5 FTE respectively.
                                                                                              Page 9 of 19
3.5.6 Samples will be analysed and/or examined by the Service‟s nominated Public Analyst Laboratory
      in accordance with the procedures laid down in the Food Safety (Sampling and Qualifications)
      Regulations 1990 and the Food Standards Agency Code of Practice No.7: Sampling and
      Analysis.


3.5.7 The Public Analyst appointed by the Authority is the subject of a Contract (Appendix K) which is
      reviewed annually.


3.5.8 Key actions and targets for Food and Agriculture sampling are detailed in Section 7 of this plan.


3.6   Control and Investigation of Outbreaks of Food Related Infectious Disease

3.6.1 Food poisoning notifications do not usually fall within the responsibility of the Trading Standards
      Service.


3.6.2 However, should the service become aware of any incident of food poisoning or infectious
      disease, the facts will be reported to the appropriate authority in accordance with Work
      Instructions, „Food and Feedingstuffs Complaints‟ and „Food Hazards‟.


3.7   Food Safety Incidents


3.7.1 On receipt of any food hazard warning, the Trading Standards Service will respond as appropriate
      and in accordance with the relevant statutory Code of Practice issued under the Food Safety Act
      1990 and „Food Hazards‟.
                                                                                             Page 10 of 19


3.7.2 In most cases, food hazard warnings state that the Environmental Health Departments should
      respond. Instances where the Trading Standards Service has had to take action are few and
      have only required a small number of staff hours to resolve. However it is becoming an
      increasing demand in terms of the need to consider each hazard in detail in terms of any need for
      a response. It is estimated that, for the coming service year, 0.05 FTE will be required for the
      work.

3.7.3 In cases where the Service receives reports of chemical contamination of food and there is a
      subsequent threat to human health, it will liase with the appropriate local Environmental Health
      Department, with a view to taking over responsibility of the case, or for undertaking a joint
      investigation, as the situation demands.


3.7.4 Key actions and targets for Food Safety Incidents are detailed in Section 7 of this plan.


3.8   Liaison with Other Organisations


3.8.1 The Service works with a wide range of organisations in varying degrees of formality in carrying
      out it‟s food law enforcement function. These include LACORS, EETSA, Health Authority
      Services, Environmental Health Departments, the Food Standards Agency and others.

3.8.2 The Service maintains a strong regional commitment to EETSA and, via quarterly meetings and a
      regional intranet, aims to ensure that local food and feedingstuffs enforcement activity is
      consistent with neighbouring authorities.


3.8.3 The Service also ensures co-ordination with Environmental Health Departments through the
      Norfolk Food Liaison Group (Appendix L) set up to co-ordinate activities as per the Food
      Standards Agency Code of Practice No.1: Responsibilities for Enforcement of the Food Safety
      Act 1990.


3.8.4 The estimated total resources to be allocated to liaison work during the year are 40 officer days
      (FTE of 0.2).
                                                                                             Page 11 of 19
3.8.5 Key actions and targets for liaison work are detailed in Section 7 of this plan.


3.9    Food and Feedingstuffs Safety and Standards Promotion


3.9.1 Food Standards promotional work for the year will be linked to events attended by the Service, to
       any relevant prosecutions, to information provided through the SUPER and SUPER 2 websites
       and to leaflets/information displayed at points throughout the County. Such promotional work will
       also include regular press releases, locally, regionally and nationally.


3.9.2 Attendance at promotional events by the Service will be assessed considering the likely impact of
       the event, and the client groups and number of potential people who will be subject to the event.
       Previous events include seminars on GM foods, Beef labelling and Farmers Markets.


3.9.3 The estimated total resources to be allocated to promotional work during the year are 10 officer
       days. (FTE of 0.05 officers).


3.9.4 Key actions and targets for Food Standards promotion activities are detailed in section 7 of this
       plan.


4.     Resources
4.1    Finance Allocation


4.1.1 The total budget for the Trading Standards Service (subject to County Council ratification) for
       2003/2004 is estimated to be £2,674,070.
                                                                                              Page 12 of 19


4.1.2 A breakdown of the Trading Standards budget is reproduced below:



                                     Outturn          Forecast Outturn          Estimate
                                     2001/02              2002/03               2003/04

                                    £1,783,382           £1,929,275            £2,201,600
              Staffing
                                    (£131,290)           (£128,085)            (£144,882)


      Sampling Budget (Food
                                      £60,510              £55,518               £40,000
      & Agriculture Analysis)

          Subsistence/Car
                                     £62,742               £75,681               £54,760
          Allowances and
                                     (£4,619)              (£5,024)              (£3,604)
             Travelling


4.1.3 The relative amounts allocated to food law enforcement are given in brackets and are based on
       the staff allocation breakdown given in paragraph 4.2.2.


4.1.4 The Service continues to invest in modern ICT systems. Access to the Internet, to the FLARE
      database and to other information systems is seen as a vital resource for operational staff. All
      food law enforcement officers have been issued with mobile telephones and it is hoped that in
      time officers will be able to have better access to ICT via laptop computers whilst out in the field.
      The current budget for ICT forms part of the overall budget in terms of purchasing and leasing
      costs. This combined with costs associated with equipment amounts to an investment of
      approximately £3,583 in relation to food law enforcement.


4.1.5 Currently no set amount is set aside for legal costs with specific regard to food law. However a
      general legal cost header is allocated to the budget, the forecast amount for 2003/2004 being
      £15,800.
                                                                                            Page 13 of 19


4.2   Staffing Allocation


4.2.1 For operational purposes, the service is divided into four key teams:

             ·   The Customer Service Team (Front Line Services)
             ·   Fair Trading Teams
             ·   A Farm Enforcement Team
             ·   An Investigation Team


      The Fair Trading Teams undertake the majority of food law enforcement although the Customer
      Service, Farm Enforcement and Investigation teams deal with a degree of „gateway‟
      consumer/business advice, feedingstuffs and „high level‟ investigation work respectively.


4.2.2 The Fair Trading Teams inspect any premises supplying goods or services where there is a
      reference to quantity, quality, description or price. The range of duties given to the teams is
      therefore very wide. Whilst there is no dedicated „food team‟, food law enforcement officers have
      been identified within each of the geographical units to carry out this work.

      The Farm Enforcement Team operates county wide from its base in Norwich. This team also
      undertakes a wide range of activities including animal health, Feedingstuffs and fertilisers
      enforcement. The following breakdown of staff allocation is an assessment of staff resources
      from each team:

            Food Law Enforcement          = 4.8 FTE

            Feedingstuffs Enforcement = 1.5 FTE

            Total                         = 6.3 FTE
                                                                                            Page 14 of 19

      Note – These figures reflect the following key functions within each area:

             Complaint Handling

             Business Advice

             Home Authority Work

             Inspections

             Sampling

             Liaison Work

             Formal Investigations

             Food and Feedingstuffs Hazard Response

             Promotional Activities



4.2.3 The staff profile reflecting the proposed time allocated to food law enforcement is also contained
      within the Food Law Competencies Schedule (Appendix M) which also identifies the
      qualifications, skills and knowledge requirements for the various levels of food law enforcement.


4.3   Staff Development Plan

4.3.1 The current structure allows the service to focus on the needs of both specialist food law
      enforcement officers and other staff in terms of their training and continuous professional
      development (CPD).

4.3.2 The current training structure is reflected in the Training and Development procedure and the
      Learning and Development Plan. The „Qualifications, Competency and Training of Enforcement
      and Advice Officers‟ work instruction also provides links via the Training Procedure to the ongoing
      development of staff.


4.3.3 Key actions and targets for staff development are detailed within the Trading Standards Service
      Plan.
                                                                                             Page 15 of 19


5.    Quality Assessment

5.1   Quality Assessment


5.1.1 Food Law Enforcement is subject to the established Quality Improvements and Auditing
      Procedure which applies to the whole of the Trading Standards Service.



5.1.2 Norfolk Trading Standards is accredited to ISO 9001:2000 and is therefore subject to a rolling
      external audit programme, the next audit being scheduled for September 2003.


5.1.3 The service was also successful in achieving the Investor in People award in November 1999.



5.1.4 This Food Law Enforcement Plan and some of the associated procedures represent a dedicated
      plan for this part of the service. It is anticipated that further improvement will be made during the
      2003/2004 service year. Of particular note is the intention to participate in a third party/peer
      review scheme within the EETSA region with the aim of sharing best practice and driving up
      standards.


5.1.5 Key actions and targets for Quality Assessment are detailed in Section 7 to this plan.
                                                                                               Page 16 of 19

6     Review

6.1   Review against the Food Law Enforcement Plan


6.1.1 This Plan is subject to the ongoing monitoring and review of the Service; specifically work
      instruction „Food Law Enforcement Plan‟. The review will include information on the year‟s
      performance against the plan and in particular the specified performance targets/outcomes.

6.1.2 Key actions and targets for review of the Food Law Enforcement Plan are detailed in Section 7 to
      this plan.

6.2   Identification of any variation from the Plan


6.2.1 The review will look for areas where there has been variation in performance and identify reasons
      for that variation.


6.2.2 Where alternative activities have taken place which have achieved the same objectives, these will
      be identified within the review.




6.3   Areas of Improvement


6.3.1 Although recent improvements have already been made to the food enforcement service, it is
      anticipated that the introduction of this food law enforcement plan will result in the identification of
      further opportunities to improve current procedures and practices.

6.3.2 Any areas for service development which come out of the review and/or quality or other
      assessments will be taken into account within the provisions of Work Instruction „The Food Law
      Enforcement Plan‟.
                                                                                                                      Page 17 of 19

SECTION 7.    FOOD LAW ENFORCEMENT PLAN 2003/2004 SUMMARY OF KEY ACTIONS AND TARGETS


     National        Food Law Enforcement Plan – Key            Food Law Enforcement Plan – Key           Community/Corporate
   Performance                  Actions                                    Targets                            Objectives
                                                                   st
Framework Priority                                          (By 31 March 2004 unless otherwise stated)


   INFORMED          1.   Initiate and Implement the Food        Food Sampling Plan in place at 1st
  CONFIDENT               Sampling Plan                          April 2003
  CONSUMERS
                                                                 By 31st March 2004 Food Sampling
                                                                 Plan completed                    Goal 5 – Making Norfolk
   INFORMED                                                                                              Safer
  SUCCESSFUL
  BUSINESSES
                     2. Initiate and Implement the              Feedingstuffs and fertiliser sampling   Objective 5.3: Consumers
                        Feedingstuffs and Fertilisers            plan in place at 1st April 2003         and businesses are exposed
                        Sampling Plan                                                                    to less trading malpractice
 ENFORCEMENT
 OF A FAIR AND                                                  By 31st March 2004 feedingstuffs
 SAFE TRADING                                                    and fertiliser sampling plan
 ENVIRONMENT                                                     completed
                                                                                    Objective 5.5: Fires and other
3.   Ensure an effective response to         Food Hazard procedure in place and
                                                                                    emergencies are dealt with
     emergency incidents in relation to       followed                              promptly and effectively
     the food chain
                                             Out of hours emergency response
                                              system reviewed by 31st March 2004

                                             By 31st March 2004 review
                                              undertaken and recommendations
                                              made to implement requirements of
                                              the Food and Environment Protection
                                              Act (FEPA) Authorisation System
                                                                                                                        Page 18 of 19

SECTION 7.    FOOD LAW ENFORCEMENT PLAN 2003/2004 SUMMARY OF KEY ACTIONS AND TARGETS


National             Food Law Enforcement Plan – Key             Food Law Enforcement Plan – Key           Community/Corporate
Performance                     Actions                                     Targets                            Objectives
                                                                    st
Framework Priority                                           (By 31 March 2004 unless otherwise stated)


                     4.   Devise and deliver an                     Food chain education/promotion       Goal 2 – A Thriving Norfolk
   INFORMED               education/promotion programme                                                   Economy
                                                                   programme delivered by 31st
  SUCCESSFUL              for food chain businesses via            March 2004                             Objective 2.6: Improved
  BUSINESSES              seminars, briefings, promotional                                                infrastructure to support
                          events and other communication                                                  business
                          channels

                     5.   Work with the public, private,            Participate in all appropriate
                          business community and                   local/regional/national liaison
                                                                                                          Goal 8 – An Efficient and
                          voluntary sectors to ensure that         groups                                 Responsive Council
    EFFICIENT,            food standards initiatives and
 EFFECTIVE AND            services support each other and          Contribute to the EETSA regional      Objective 8.3: NCC works in
   IMPROVING              work together                            enforcement and food chain             partnership with other bodies
                                                                                                          Objective 8.5: Public views
     TRADING                                                       sampling plan as appropriate           are taken into account
  STANDARDS
     SERVICE                                                        Participate in the Norfolk Food
                                                                   Liaison Group
                                                                                                          Goal 8 – An Efficient and
                     6. Improve targeting of food chain            20% of samples found to be            Responsive Council
                        sampling                                    unsatisfactory on analysis
                                                                              Objective 8.2: NCC works
7.   Deliver the annual learning and       Learning and Development plan     effectively as one organisation
                                                                              Objective 8.13: Employees
     development plan in relation to       delivered                          are appropriately skilled and
     food standards                                                           motivated
                                           By 30th June 2003 food hygiene    Objective 8.15: Services are
                                           competencies reviewed              demonstrably competitive and
                                                                              cost effective

                                           By 31st March 2004 basic and
                                           update training for food hygiene
                                           delivered as required
                                                                                                                      Page 19 of 19

SECTION 7.    FOOD LAW ENFORCEMENT PLAN 2003/2004 SUMMARY OF KEY ACTIONS AND TARGETS


     National        Food Law Enforcement Plan – Key           Food Law Enforcement Plan – Key           Community/Corporate
   Performance                  Actions                                   Targets                            Objectives
                                                                  st
Framework Priority                                         (By 31 March 2004 unless otherwise stated)



                     8.   Implement Food Standards               Competency and Peer review            Goal 8 - An Efficient and
                          Competency and Peer review                                                    Responsive Council
                                                                system in place by 31st March 2004
                          system                                                                        Objective 8.13: Employees
                                                                                                        are appropriately skilled and
                                                                                                        motivated
                     9.   Initiate and implement a Third         By 30th June 2003 review
                          Party Peer Review System              position of current draft EETSA Inter
                                                                Authority Auditing Scheme (IAA)

                                                                 By 31st March 2004 carry out a
    EFFICIENT,
                                                                Quality Assessment of activities
 EFFECTIVE AND
                                                                against the Food Standards Agency
   IMPROVING
                                                                Framework Agreement Standards
     TRADING
  STANDARDS
     SERVICE
                     10. Review the delivery of the Food          By 31st March 2004 carry out
                                                                                                        Objective 8.15: Services are
                         Law Enforcement Plan                   formal review of the Food Law           demonstrably competitive and
                         2003/2004 against the                  Enforcement Plan for 2003/2004,         cost effective
                         requirements of the Food               identifying any variation from the
                         Standards Agency Framework             plan and recommending areas of
                         Agreement                              improvement

                                                                  Performance Monitoring against
                                                                key actions and targets to be
                                                                reported on a quarterly basis
ANNEX II



ENFORCEMENT OF

AGE RESTRICTED SALES

PLAN 2003/2004
                                 NORFOLK COUNTY COUNCIL
                                 TRADING STANDARDS SERVICE




        THE ENFORCEMENT OF
       AGE RESTRICTED SALES
PLAN

                            2003/2004


       If you would like this report in large print, audio, Braille,
       alternative format or in a different language please contact our
       Customer Service Centre on 0845 7 444466 and we will do our
       best to help
                                         CONTENTS



                                                             Pages

„Strategy to reduce the incidence of underage sales of
                                                                     1-6
proscribed goods in Norfolk‟ document

Enforcement of Age Restricted Sales Plan – Key Actions and
                                                                     7 - 10
Targets


CIGARETTES AND TOBACCO PRODUCTS                                 Appendix 1



ALCOHOL                                                         Appendix 2



CIGARETTE LIGHTER REFILLS                                       Appendix 3



FIREWORKS                                                       Appendix 4



VIDEO TAPES AND DVD‟S                                           Appendix 5



LOTTERY TICKET & SCRATCH CARD SALES                             Appendix 6



SALES OF KNIVES                                                 Appendix 7



LACORS/TSI CODE OF BEST PRACTICE FOR THE
INVOLVEMENT OF CHILDREN IN THE ENFORCEMENT OF                   Appendix 8
AGE RESTRICTED GOODS
          NORFOLK COUNTY COUNCIL TRADING STANDARDS SERVICE



ENFORCEMENT OF AGE RESTRICTED
SALES
Strategy to reduce the incidence of underage sales of proscribed goods in Norfolk

1.    Service Aims and Objectives

1.1   Norfolk Trading Standards aims to enhance the well being of consumers and businesses
      through the provision of consumer protection and Trading Standards Services where there is
      the greatest need.

1.2   The service works to the Community and Corporate Objectives of the County Council which
      are set out in the Trading Standards Service Plan (TSSP). The TSSP also recognises the
      National Performance Framework priorities as set out by the Department of Trade and Industry
      Performance Standards for Trading Standards. In particular the Service has a major role to
      play in the following areas:

                Informed Confident Consumers
                Informed Successful Businesses
                Enforcement of a Fair and Safe Trading Environment
                Efficient, Effective and Improving Trading Standards Service

                   The Key Actions and Targets within the TSSP take forward proposals for all
      aspects of the Service during the 2003/2004 service year. The Enforcement of Age
      Restricted Sales Plan is one of a number of plans specifically identified, which also
      require dedicated key actions and targets in addition to those within the TSSP. These
      additional key actions and targets are detailed in section 9 to this plan.


2.    Introduction

      Legislation to prevent the sale of proscribed goods to underage children has been in place for
      a long time. Recently the scope of the legislation has been extended beyond the sale of
      cigarettes and tobacco products to include goods new to the market place and to incorporate
      products associated with new patterns of behaviour. This is in part due to government health
      initiatives and the development of Crime and Disorder strategies in response to a drive for
      enhanced community safety.
Norfolk County Council Trading Standards has recognised that effective enforcement of the
legislation requires a multi-agency approach and this is the core of the strategy set out in the
following paragraphs.
                                                                                         Page 2 of 10


3.    Scope of the Service

3.1 Norfolk County Council Trading Standards delivers the enforcement of a range of legislation
    covering „underage sales‟. This is accomplished by:

                    Programmed inspections
                    The resolution of complaints
                    The provision of advice, information and support for businesses
                    Test purchasing programme
                    Enforcement activity
                    Publicity and promotional activities

3.2 The delivery of the enforcement service is the responsibility of operational and specialist teams
    based in the east and west of the county. This strategy recognises the importance of developing
    a multi-agency approach to the regulation of age restricted products and seeks to build on
    agreements and protocols already in place.

3.3 An important aspect of the enforcement framework will be the development of a robust referral
    system involving the exchange of information with key organisations/agencies in a timely and
    appropriate manner.

3.4   A Customer Service Centre, via a local rate helpline is provided from County Hall in Norwich.
      All services are available from 08.45 to 17.30, Monday to Thursday and from 08.45 to 16.30 on
      Friday.


4.    Age Restricted Sales Policy

      To reduce the incidence of underage sales in Norfolk through the effective enforcement of
      relevant legislation in partnership with key organisations, agencies and businesses. The
      County Council has signed up to the Enforcement Concordat and the Trading Standards
      Service fully subscribes to its principles.


5.    Service Delivery

5.1 Background summaries of relevant legislation are set out in appendices (1) to (7), which highlight
    recent data regarding the incidence of and consequences of supplying proscribed goods to young
    people.

5.2   Citizencard – Proof of Age Scheme

5.2.1 It is widely accepted that the establishment of a recognised proof of age scheme assists the
      trade sector to comply with the law and thereby reduce the number of illegal sales made to the
      under age purchaser.
                                                                                            Page 3 of 10


5.2.2 Norfolk County Council Trading Standards actively supports the introduction of the proof of age
      scheme administered by Citizencard, Newcastle Under Lyme. During 2003/04 the service will
      seek to improve the take-up of the proof of age card in Norfolk in conjunction with Citizencard,
      the Local Education Authority and local businesses.

5.2.3 The Trading Standards Service aims to establish a discount scheme with key businesses in
      Norfolk for those persons holding a Citizencard.

5.2.4 Promotion of Citizencard during 2003/04 will be carried out at appropriate events/activities to
      encourage businesses to ask to see proof of age cards where the purchaser‟s age is in doubt.


5.3 Advice to Business

5.3.1 The Trading Standards Service works with businesses to help them comply with the law. This
      is achieved through a range of activities including:

                    Advice given during the course of inspections and other visits.
                    The provision of information via the SUPER website, www.superuk.com
                    The provision of advice leaflets in hard copy or from the County Council Website.
                    Through responding to queries.
                    The provision of statutory notices, which are required to be displayed in retail
                     premises, eg. The Cigarette and Tobacco notice stating the age restriction for
                     sales of those products.
                    The provision of a „Retailers Pack‟ covering age-restricted sales.


5.4 Test Purchasing

5.4.1 All test purchasing programmes carried out using child volunteers will be in accordance with
      the LACORS/TSI Code of Practice for The Involvement of Children in the enforcement of
      legislation concerning the sale of age restricted goods (see appendix 8).

5.4.2 In the case of test purchases of alcohol, this will be carried out in partnership with Norfolk
      Constabulary.

5.4.3 All test purchase programmes require that appropriate risk assessments be carried out prior to
      any activity involving the help of child volunteers.

5.4.4 Where a purchase occurs or there is other non-compliance with the regulatory requirements,
      all matters shall be dealt with in accordance with the Service Enforcement Policy and
      associated guidelines.
                                                                                           Page 4 of 10


5.5 Liaison with Other Organisations

5.5.1 The key to successful implementation of the strategy is the multi-agency approach which
      requires excellent communications and liaison between individual organisations and agencies.

5.5.2 Key officers/persons require to be identified in each organisation to ensure the effective
      dissemination of information/intelligence and the co-ordination of activities. To enable this to
      happen a contact list will be drawn up and distributed to all participating organisations. Norfolk
      County Council Trading Standards will be responsible for ensuring the currency of this
      information and for its effective dissemination.

5.5.3 The sharing of information will be in accordance with the Data Protection Act requirements
      applicable at the time.


5.6 Multi-Agency Approach

5.6.1 For products covered by specific legislation the key organisations/agencies that enable
      effective enforcement have been identified and listed in Section 8 of this strategy document.

5.6.2 Information/intelligence concerning underage sales gained by any of the participating
      organisations should initially be forwarded to Norfolk County Council Trading Standards
      Service Co-ordinator. All information/intelligence will be dealt with in accordance with the
      Norfolk County Council Trading Standards Service Quality Management System.

5.6.3 Key organisations also need to have an opportunity to contribute to relevant initiatives.
      Consideration at the planning stage, of those organisations that could make an effective
      contribution, is required.

5.6.4 All pro-active work initiated by Norfolk County Council Trading Standards Service will involve
      those relevant organisations identified at the planning stage as having an interest in or the
      ability to contribute to the initiative.

5.6.5 Norfolk County Council Trading Standards Service will provide an annual report to update the
      key organisations on under age sales activities and their outcomes.


5.7 Publicity

5.7.1 Appropriate use of the media will be effected to support and inform the residents and
      businesses of Norfolk about underage sales initiatives and their outcome.

5.7.2 All press releases issued by Norfolk County Council Trading Standards Service will be via the
      council‟s communications unit.

5.7.3 Joint press releases will be issued where possible to reinforce the multi-agency approach and
      to demonstrate the community protection aspect of the work.
                                                                                           Page 5 of 10


6.      Resources

6.1     Finance

6.1.1          Norfolk County Council Trading Standards Service will allocate a proportion of its
               operations budget to the enforcement of underage sales activities, including test
               purchasing, each year.

6.1.2 Where external funding is secured, performance monitoring shall be carried out to ensure the
      effective and appropriate use of the funding.

6.2 Staffing Allocation

6.2.1 For operational purposes, the service is divided into three key teams:

              The Customer Service Team (Front Line Services)
              Fair Trading Teams
              An Investigation Team

6.2.2 The Investigation Team undertakes the majority of enforcement activity with the Customer
      Service and Fair Trading Teams providing consumer/business advice and trade premises
      inspection services.

6.2.3 The following breakdown of staff allocation is an assessment of staff resources from each
      team:
          Investigations Team          = 0.2 FTE
          Fair Trading Teams           = 0.1 FTE
                              Total     = 0.3 FTE


6.3     Child Volunteers

6.3.1 The involvement of children in any test purchasing programme will be in accordance with the
      LACORS/TSI Code of Best Practice (see appendix 8).

6.3.2 It is acknowledged that child volunteers will not always be available, particularly where there is
      a need to respond to a complaint about a specific business. In these cases it may be
      necessary to use other appropriate interventions in which evidence of a sale to underage
      children is not a priority or a necessity.


6.4     Staff Development Plan

6.4.1          Learning and development needs for Trading Standards Service staff identified
               for the implementation of this strategy will be met from the Service‟s learning and
               development budget.
6.4.2 Priority will be given to those staff involved in pro-active work including test purchasing.
                                                                                            Page 6 of 10


7.     Performance Monitoring and Review

7.1    Review against the Enforcement of Age Restricted Sales Plan.

7.1.1 This plan is subject to the ongoing monitoring and review of the Service which includes
      information on the year‟s performance against the plan and in particular the specified
      performance targets/outcomes.

7.1.2 Key actions and targets for review of the Enforcement of Age Restricted Sales Plan are
      detailed in Section 9 of this plan.

7.1.3 Activities funded by external grants will require monitoring by the awarding body and thus there
      is no need for duplication in these circumstances.

7.1.4 Where statutory returns are required for any of the activities listed in the appendices these will
      be provided within the timescales laid down by the appropriate body.

7.2 Identification of any Variation from the Plan

7.2.1 The review will look for areas where there has been variation in performance and identify
      reasons for that variation.

7.2.2 Where alternative activities have taken place which have achieved the same objectives, these
      will be identified within the review.

8.     Key Organisations

       Norfolk County Council

             Trading Standards
             Education
             Youth Offending Team
             Communications Unit

       Norfolk Constabulary
       Norfolk Alliance Against Tobacco (NAAT)
       National Lottery Promoter
       Norfolk Fire Service
       Health and Safety Executive (HSE)
       Consumer Support Network Partners (CSN)
       Drug Action Team (DAT)
       Chamber of Commerce
       Federation of Small Businesses
       Licensed Victuallers Association
       Gt Yarmouth Newsagents Federation
       British Board of Film Classification (FACT)
Retailers Association
Crime and Disorder Reduction Partnerships
Section 9                                                                                                 Page 7 of 10


ENFORCEMENT OF AGE RESTRICTED SALES PLAN 2003/2004

SUMMARY OF KEY ACTIONS AND TARGETS


National Performance
Framework Priority     EARS PLAN KEY ACTIONS           EARS PLAN KEY TARGETS               COMMUNITY/CORPORATE
                                                          (By 31st March unless            OBJECTIVES
                                                            otherwise stated)

                       1. Promote “Citizencard” as a      Engage with Citizencard to
                          Proof of Age Scheme and          facilitate promotional
                          seek ways to increase the        activities during 2003/04       MAKING NORFOLK SAFER
INFORMED CONFIDENT
                          uptake of the scheme                                             O5.7: There is an effective
CONSUMERS
                                                          Work in partnership with        consumer and business advice
                                                           local initiatives to promote    service
                                                           Proof of Age Scheme


                       2. Encourage businesses to         Distribute the retailers pack
                          seek “Proof of Age” when         “Underage Sales” to
                          appropriate and highlight        relevant businesses as part
                          the advantages of a Proof        of the Trading Standards
                          of Age scheme                    Inspection programme            MAKING NORFOLK SAFER
INFORMED SUCCESSFUL
                                                                                           O5.7: There is an effective
BUSINESSES                                                Respond appropriately to
                                                                                           consumer and business advice
                                                           businesses who request
                                                                                           service
                                                           information regarding
                                                           underage sales and
                                                           specifically the advantages
                                                           of Proof of Age schemes

INFORMED CONFIDENT                                                                         An Efficient and Responsive
CONSUMERS   3. Highlight underage sales        Provide a Trading         Council
               activities at promotional        Standards presence at     O8.10: The public understand
               events such as the Norfolk       appropriate promotional   what the Council is doing
               Show                             events during 2003/04
                                                                                                             Page 8 of 10

National Performance
Framework Priority         EARS PLAN KEY ACTIONS            EARS PLAN KEY TARGETS               COMMUNITY/CORPORATE
                                                               (By 31st March unless            OBJECTIVES
                                                                 otherwise stated)

                           4. Work with the public,            Participate in the Crime and
                              private, business community       Disorder Partnerships and
                              and voluntary sectors to          appropriate action groups
                              ensure the effective
                              enforcement of underage          Participate in and work
                              sales legislation                 closely with the Consumer
                                                                Support Network (CSN)
                                                                partners

                                                             Participate in the Norfolk
                                                              Alliance Against Tobacco
                                                              Group contributing resources
                                                              where appropriate            An Efficient and Responsive
EFFICIENT, EFFECTIVE AND
                                                                                           Council
IMPROVING TRADING
                                                             Participate in the Local     O8.3: NCC works in partnership
STANDARDS SERVICE
                                                              Strategic Partnerships       with other bodies

                                                               Contribute to other
                                                                organisations/groups which
                                                                tackle the issues of
                                                                underage sales where
                                                                resources allow

                                                               During 2003/04, draw up
                                                                and implement two
                                                                Memoranda of
                                                                Understanding with Key
                                                                Partners relating to the Sale
                                                                of Alcohol and Fireworks to
underage persons
                                                                                                                   Page 9 of 10


National Performance
Framework Priority          EARS PLAN KEY ACTIONS              EARS PLAN KEY TARGETS            COMMUNITY/CORPORATE
                                                                  (By 31st March unless         OBJECTIVES
                                                                    otherwise stated)

                      5. Implement a programme of                 Achieve 36 staff days of
                         test purchasing based on                  underage sales enforcement
                         “intelligence” received either                                         Providing Effective Services
                         from within the Trading                                                for People in Need
                         Standards Service or from                                              O3.6: Reduced misuse of drugs
                         other organisations; in                                                (including alcohol and tobacco)
                         particular those organisations
ENFORCEMENT OF A FAIR
                         that are part of the intelligence                                      Making Norfolk Safer
AND SAFE TRADING
                         sharing partnerships already in                                        O5.1: Reduced crime rates
ENVIRONMENT
                         existence


                            6. Respond to complaints              Use of appropriate
                               received about alleged supply       intervention to resolve      Making Norfolk Safer
                               of proscribed goods to              complaint and prevent re-    O5.1: Reduced crime rates
                               underage persons                    occurrence
                                                                                                              Page 10 of 10


National Performance
Framework Priority      EARS PLAN KEY ACTIONS             EARS PLAN KEY TARGETS             COMMUNITY/CORPORATE
                                                              (By 31st March unless         OBJECTIVES
                                                                otherwise stated)
                                                           Identify those areas of         Providing Effective Services
                        7. Contribute to the work of the    Trading Standards underage      for People in Need
                           Crime and Disorder               sales related work which can    O3.6: Reduced misuse of drugs
                           Reduction Partnerships           have an impact on the           (including alcohol and tobacco)
                           supporting where possible        planned activities of the
                           those activities identified as   Crime and Disorder              Making Norfolk Safer
ENFORCEMENT OF A FAIR      a “local need”                   Reduction Partnerships eg.      O5.1: Reduced crime rates
AND SAFE TRADING                                            tackling anti-social
ENVIRONMENT                                                 behaviour/ alcohol abuse        An Efficient and Responsive
                                                                                            Council
                                                                                            O8.3: NCC works in partnership
                                                                                            with other bodies
                                                                                            O8.8: Services are locally
                                                                                            delivered and locally responsive


                        8. Publicise activities carried      Achieve 20 proactive
                                                                                            An Efficient and Responsive
                           out to address the issues of       contacts with the media eg.
INFORMED CONFIDENT                                                                          Council
                           underage sales including           via news releases
CONSUMERS                                                                                   O8.10: The public understand
                           prosecution of offenders and
                                                                                            what the council is doing
                           other formal action taken
Appendix 1


                          CIGARETTES AND TOBACCO PRODUCTS
Smoking is the UK‟s single greatest cause of preventable illness and early death. The long downward
trend in smoking since the 60‟s may now be levelling out. Increasing numbers of young people are
starting to smoke. The Tobacco White Paper „Smoking Kills‟ published in December 1998 set targets for
reducing the prevalence of smoking among young people (aged 11-15). The Government believes that a
range of steps will help protect young people both making it less likely that they will begin to smoke and
by helping them to stop. These steps are:

             Minimal tobacco advertising in shops.
             Tough enforcement on under age sales.
             Proof of age card.
             Strong rules on siting of cigarette vending machines.



Appendix 2


                                               ALCOHOL

Over 70% of local crime audits conducted by crime and disorder partnerships identified alcohol as an
issue.

Recently the British Medical Association has called for alcohol drinks to carry „health warnings‟ and the
drink industry to cease targeting young people. In the BMA document „Alcohol and Young People‟ the
following concerns were listed:

             High strength alcoholic drinks are targeted at teenagers.
             Studies indicate a rise in drinking between the ages of 11-15.
             The appeal of designer drinks is greatest among teenagers between 13 and 16.
             Unhealthy teenage drinking patterns could lead to addiction in later life.

A recommendation from the report was for test purchasing to establish if retailers obey the law.

In the Criminal Justice and Police Act 2001 the Police and Trading Standards departments were given the
powers to use children (under 18 years of age) to make test purchases of alcoholic drinks.
Appendix 3


                                  CIGARETTE LIGHTER REFILLS
Volatile substance abuse (VSA), also known as “glue sniffing” and “solvent abuse”, continues to cause
death in the UK. St George‟s Hospital Medical School has monitored deaths from VSA over the past
twenty years and has observed that the majority of deaths have been among children, the most frequent
age of death being 15 years and the youngest case so far being 9 years old.

The latest statistics are for 1999 and some of the key findings are:

             There were 73 deaths associated with volatile substance abuse in 1999.

             Over the last 10 years, there have been significant falls in the number of deaths associated
              with aerosols and glues, whilst there has been little change in those associated with gas
              lighter fuels.

             One third of all VSA deaths are still in under 18 year olds.




Appendix 4


                                              FIREWORKS
In 2000, 972 people were injured by fireworks, a fall on the previous year. The highest number of
accidents occurred at family or private parties and casual incidents in the street or other public places (a
total of 700). More than half of those hurt were children who should not be handling fireworks.

In the year 2000, two people died from their injuries. These two fatalities were to 18 year olds who got
hold of the dangerous category 4 fireworks.



Appendix 5


                                     VIDEO TAPES AND DVD‟S
The classification of videos and DVD‟s is used to inform purchasers of the suitability for viewing video
works, by people, categorised by age. The British Board of Film Classification issues certificates for
video works when they are submitted by the maker prior to general release. The regulation of sale of
video works is covered by the Video Recordings Act 1984 and associated regulations enforced by
Trading Standards Authorities.
Appendix 6


                          LOTTERY TICKETS AND SCRATCH CARDS
The National Gambling Prevalence Study (2000) stated, „Over the past decade the nature of gambling in
Britain has been changing, due largely to the introduction of the National Lottery, but also to the
increasing availability of other forms of gambling such as spread-betting and gambling on the Internet‟.

It was found that almost three quarters (72%) of the population, that is about 44 million adults, took part in
some form of gambling activity within the past year, of which by far the most popular gambling activity is
the National Lottery Draw. Two thirds (65%) of the population bought a National Lottery ticket during the
past year. The next most popular gambling activity is the purchase of scratch cards, with over one in five
people (22%) purchasing scratch cards in the past year.



Appendix 7


                                           SALE OF KNIVES
From the 1st January 1997, it has been an offence to sell to a person under the age of sixteen:

             any knife, knife blade or razor blade (certain exceptions);
             any axe;
             any other article, which has a blade or which is sharply pointed and which, is made or
              adapted for use for causing injury to the person.

The issue of knives has for many years been a concern to the police service relating to violent assault.
National campaigners have found people carrying knives and other offensive weapons, with many
children under 16 years of age being involved. Recent incidents of violence and the use of knives have
further raised concerns amongst law enforcement agencies and the general public.
ANNEX III



FARM ENFORCEMENT PLAN 2003/2004
NORFOLK COUNTY COUNCIL



      TRADING STANDARDS SERVICE

FARM ENFORCEMENT PLAN

                                 2003/2004


        If you would like this report in large print, audio, Braille, alternative format
        or in a different language please contact our Customer Service Centre on
        0845 7 444466 and we will do our best to help
                                          CONTENTS



                                                                  Sections

Background                                                           1


Structure and Aims of the Service                                    2


Service Delivery                                                     3


Finance                                                              4


Enforcement Policy                                                   5


Key Actions and Targets                                              6




Appendices


On Farm Inspections Checklist                                        A

Cleansing, Disinfecting and Planning for Visits to Agricultural
                                                                     B
Premises

Enforcement Policy – Animal Health & Welfare Issues                  C


Enforcement Policy – Agriculture                                     D


Standard Letters                                                     E
                                                                                  Page 1 of 10

1. BACKGROUND

In the 2003/2004 service year, the Department of the Environment, Food and Rural Affairs
(DEFRA) is proposing to introduce a framework agreement for the Animal Health and Welfare
function. This authority is part of a pilot, trialing the agreement.

The key ingredients can be stated as follows:

  1. Service delivery principles which includes:
       High level organisational information
       Specific Objectives
       Specific Profiles

  2. Risk analysis of agricultural type premises

  3. Activities carried out

  4. Management information (data capture of enforcement work)

  5. Finance


1.1 Breakdown of Agriculture Premises Types within Norfolk (where known)

As part of the agreement, the profile of the Animal Health and Welfare function has been
carried out and this can be stated as follows:

  Total number of Business Premises:                                  4,881

  Number of premises currently risked as:
  High-Risk
  Medium-Risk
                                                                      See below
  Low-Risk
  No Inspectable-Risk:

  Note. No specific risk assessment has been carried out on the holdings in Norfolk
  although particular sectors have been targeted during foot and mouth. However,
  following discussions with the Divisional Veterinary Manager, a risk-based approach to
  inspections will be considered in accordance with the number of visits to premises.

  Total number of Premises registered as livestock keepers:           4,839

  Number of keepers – Mixed Species:                                  Not Known

  Number of keepers – Single Species:
  Cattle
  Sheep/Goats
                                                                      Not Known
  Pigs
  Deer

  Note. The number of Poultry Premises has not been included, as the framework
  agreement does not extend to this species at present. When the agreement is
  expanded the figures will change to reflect this.
                                                                                     Page 2 of 10

  Number of Markets (all types):                                        1 per week
  (Number of Market operating days):

  Number of Collecting Centres (all types):                             1 per week
  (Number of Collecting Centre operating days):

  Number of Abattoirs (all types, including OTMS):                      16
                                                                        (red and white meat)

  Number of Knackers/Hunt Kennels:                                      8

  Number of Ports/Airports:                                             4

  Number of Commercial Hauliers:                                        12

  Data Capture System used:                                             FLARE


1.2 Profile of Norfolk

 Norfolk is a large county (537,000 hectares) with a population of near 806,000

 25% of the population is aged 60 or over (as compared to the national average of 21%)

 Only 0.39% of the population comes from Black and minority ethnic communities

 The county has three large centres of population

      Norwich      (194,930)
      Gt Yarmouth (65,275)
      King‟s Lynn (39, 475)

 There are a significant number of market towns (20 with a population in excess of 4000)
  that act as focal points for rural communities

 There are pockets of both urban and rural deprivation with areas of Great Yarmouth, King‟s
  Lynn and Norwich amongst the 10% most deprived areas in the country

 There are 29,000 businesses, over 60% of which are small (employing 5 or fewer people)

 It remains a predominantly rural county, with a significant number of people employed in the
  agriculture sector

 The skills base is low and earnings are below the national average

 According to the Agriculture Census statistics of June 2000 there are currently 4,839
  holdings in Norfolk. In total there are 754,839, animals split into the following species:

                Sheep             140,932
                Goats                 679
                Pigs              519,300
                   Dairy Cattle        21,165
                   Beef Cattle         72,763

                                                                                     Page 3 of 10


2. STRUCTURE AND AIMS OF THE SERVICE

The primary aim of the Farm Enforcement team is to:

        Ensure high levels of animal health and welfare
        Enforce the Agriculture Act in relation to feedingstuffs and fertilisers

The principal legislation enforced can be listed as follows:

Acts
         Agriculture Act 1970
         Animal Health Act 1981
         Protection of Animals Act 1911
         Agriculture (Miscellaneous Provisions) Act 1968
         Animal Health Act 2002


Secondary Legislation

         Anthrax Order 1991
         Animal By-Products Order 1999
         Animal Gatherings Order 2003 - as amended
         Cattle Identification Regulations 1988
         Disease Control (Interim measures)(England)(No.2) Order 2003 – as amended
         Feeding Stuffs (Establishments and Intermediaries) Regulations 1999
         Feeding Stuffs Regulations 2000
         Fertilisers Regulations 1991
         Markets, Sales and Lairs Order 1925 – (Temporarily Revoked)
         Rabies (Control) Order 1974
         Sheep and Goats Identification (England) Order 2000 - as amended
         Specified Risk Materials Order 1997 – as amended
         Sheep Scab Order 1977
         Swine Fever Order 1963
         Transport of Animals (Cleansing and Disinfection) England (No.2) Order 2000 – as
                 amended
         Welfare of Animals (Transport) Order 1997
         Welfare of Animals at Markets Order 1990
         Welfare of Horses at Markets (and other places of sale) Order 1990


The following outlines some of the most important enforcement areas under the above
legislation (Source: LACORS document - Animal Health and Welfare LA roles on farms):

I.       The Specified Risk Material (SRM) Regulations 1997 (Food Safety Act) and the
         Specified Risk Material Order 1997 as amended by the TSE Regulations 2002 (Animal
         Health Act) local authority have responsibilities for the enforcement of separation,
         staining, storage, record keeping, prohibition of sale, or use for food purposes, of SRM
         in all premises not licensed under the Fresh Meat (Hygiene and Inspection) Regulations
         1995. In addition to farms, this includes slaughterhouses, unlicensed cutting premises,
          collection centres, rendering plants, knackers yards, hunt kennels, veterinary and
          medical laboratories and other premises which might use SRM eg. tennis racket
          manufacturers and includes control while in transit.

                                                                                        Page 4 of 10


II.       False certification or declarations, regarding meat, meat products, carcases or animals,
          in relating to BSE, country and place of origin, and animal identifications (Trade
          Descriptions Act 1968, Cattle Identification Regulations 1988, Fresh Meat (Beef
          Controls) (No.2) Regulations 1996.

III.      Breach of any disease restriction notice or requirements such as TB, Brucellosis, Foot
          and Mouth, Swine Fever etc.

IV.       Illegal animal imports and illegal landings of rabies susceptible animals whether
          intentional or accidental.

V.        Failure to keep records as required by any Order.

VI.       Illegal feeding of waste food or inappropriate carcase disposal (Animal By-Products
          Order 1999) – due to change.

VII.      Transit of unfit animals, causing unnecessary suffering in transport and transporting
          animals not fit for the intended journey.

VIII.     Other breaches of the transit regulations, including journey times, vehicle standards and
          provisions regarding rest and feeding.

IX.       Exposure of unfit animals for sale and other breaches of the markets legislation, likely to
          involve unnecessary suffering.

X.        Failure to treat scab-affected sheep, movement of scab affected sheep, clearance of
          common land, seizure of unauthorised sheep (Sheep Scab Order 1997).



The current number of officers (as of 18.03.03) employed to carry out the farm enforcement
functions consist of the following:

      Animal Health & Welfare Enforcement Officers                               5 FTEs
      Agriculture Enforcement Officers (12 months temporary contract)            2 FTEs
      Admin/Licensing Officers (12 months temporary contract)                    2 FTEs

      As a result of additional DEFRA funding (£140,000 gross) these staffing will change,
      increasing to:

      Farm Enforcement Officers                                                  9 FTEs
      Licensing Officers (Temporary)                                             2.5 FTEs
      Census Officers (2 x 6 month contracts)                                    1 FTE

      Recruitment is currently underway.
                                                                                    Page 5 of 10

3. SERVICE DELIVERY

The proposals for service delivery are detailed in Section 6 (Key Actions and Targets). These
include requirements which flow from the DEFRA Framework Agreement and also the
Framework Agreement for Food Law Enforcement, which details procedures and policies for
feedingstuffs enforcement in the following areas:

     Inspection
     Home Authority work
     Sampling
     Promotion
     Complaints
     Advice to Businesses
     Liaison Arrangements

Increasingly the key actions of the Farm Enforcement Team contribute to wider controls on
primary food production. It is recognised that improved liaison arrangements between
agencies in enforcing such controls are vital in order to achieve confidence in the food chain.
Principal areas of concern include:

     Animal by-products (meat fraud)
     Veterinary residues (banned medicines)
      Feedingstuffs (undesirable substances)

There also needs to be a closer working relationship with the various teams in the Service
itself. Policies and procedures will therefore be introduced so there is a rigorous and robust
approach in service delivery thus ensuring the health and welfare of animals and creating a
confidence level where Norfolk consumers do not have concerns about the food they eat.

Estimates for the associated resources required are given below:

  FARM ENFORCEMENT TEAM AVAILABLE STAFF DAYS:                          1487.5 (8.5 FTEs)
  BREAKDOWN OF RESOURCES/ACTIVITIES:
             Task          No. Per Year                                Staff Days
  Road Traffic           12 (48 inspections)                               12
  Investigations (Est.)                      46                           184
  Complaints (Est.)                500 (200 inspections)                  450
  Markets                                    48                            72
  AMLS                                        -                           240
  Targeted Inspections                      342                           242
  Feed Type Premises                 (90 Samples) 180                      95
  ABP Type premises                          96                            48
  Abattoirs                                  32                            32
  (16 Red & White Meat)
  Shows/ Specific Markets*                   24                            12
  Totals:                                   1016                          1487
  *This enforcement function will be shared with DEFRA

                                                                                     Page 6 of 10

The requirements for activities will be communicated to individual staff by way of goal setting in
their annual appraisal. This is supported by guidance/checklists, an example being the “On
Farm Inspection” Checklist (see Appendix A) and guidance on cleansing and disinfection (see
Appendix B)


4. FINANCE

The sampling budget allocated for feedingstuffs and fertilisers analysis is £10,000. This
equates to approximately 90 samples. This area of work links directly to the Food Law
Enforcement Plan (FLEP), which provides for the production of a detailed Feedingstuffs and
Fertiliser Sampling Plan (FLEP Section 7, Key Action 2).

Ongoing costs for the team relate to the procurement of personal protective equipment and
disinfectant. This will come directly out of the Operating Equipment budget.

Welfare inspections which lead to investigations require a large input from Local Veterinary
Inspectors. The cost of such inspections can be quite high so £5,000 has been made available
for this. Additionally it may be necessary for an expert to look at animal carcases, bones etc.,
and this needs to be accounted for in the said monies.


5. ENFORCEMENT POLICY

To ensure consistency with investigations of animal health and agriculture matters, policies
specific to said investigations have been produced. These are as stated in Appendices C and
D.

In addition standard letters have been agreed on repeat offences. (See attached Appendix E)

Furthermore service level agreements have been agreed with particular Local Veterinary
Inspectors (LVI‟s) to provide assistance on welfare cases. The Service Level Agreement is
currently under review and will be part of the plan when the LVI‟s have signed up to it.
                                                                                                                         Page 7 of 10
Section 6: Farm Enforcement Plan 2003/2004 – Summary of Key Actions and Targets

    National
  Performance     Farm Enforcement Team                         Farm Enforcement Team
                                                                     Key Targets                           Community/Corporate Objective
   Framework      Key Actions                            (By 31st March 2004 unless otherwise stated)
     Priority
                  1. Farm Enforcement Team to resolve     10% of referrals closed out within 1
                     complaints/business enquiries and     working day of referral from Team
                     put right detrimental practices       Manager/Duty Officer to Actioning
                                                           Officer
                                                          30% of referrals closed out within 5
                                                           working days of referral from Team
                                                           Manager /Duty Officer to Actioning           Goal 5: Making Norfolk Safer
INFORMED                                                   Officer                                      Objective 5.3: Consumers and
CONFIDENT                                                 50% of referrals closed out within 20        businesses are exposed to less trading
CONSUMERS                                                  working days of referral from Team           malpractice
                                                           Manager/Duty Officer to Actioning            Objective 5.7: There is an effective
                                                           Officer                                      consumer and business advice service
                                                          100% of referrals except those where
                                                           an IF has been raised or a sample is
                                                           required closed out within 40 working
                                                           days

                  2. Achieve a risk based inspection     Number of premises inspected in the             Goal 2: A Thriving Norfolk Economy
                     and sampling programme              following categories:                          Objective 2.4: A positive image of
                                                          48 Road Traffic (Hauliers)                   Norfolk in the world as a place to do
ENFORCEMENT                                               48 Markets                                   business
OF A FAIR AND                                             24 Shows/other markets                       Objective 2.6: Improved infrastructure to
SAFE TRADING                                              32 Abattoirs                                 support business
ENVIRONMENT                                               96 Animal-By-Products inspections            Objective 2.7: Improved skills base of
                                                          200 Complaint led inspections                the Norfolk economy
                                                          292 Other targeted inspections               Goal 5: Making Norfolk Safer
    National
  Performance   Farm Enforcement Team                         Farm Enforcement Team                                     Page 8 of 10
                                                                   Key Targets                          Community/Corporate Objective
   Framework    Key Actions                           (By 31st March 2004 unless otherwise stated)
     Priority
                                                         180 Feed Premises inspections              Objective 5.3: Consumers and
                                                         90 Feed Samples                            businesses are exposed to less trading
                                                                                                     malpractice
                Achieve a risk based inspection and      85% of inspections found to be             See above
                sampling programme continued              correct or corrected on first visit

                3. Investigations                        46 Investigation Files raised              Goal 5: Making Norfolk Safer
ENFORCEMENT                                              85% of investigations completed and        Objective 5.1: Reduced crime rates
OF A FAIR AND                                             reported within 50% of the statutory       Objective 5.3: Consumers and
SAFE TRADING                                              time limits                                businesses are exposed to less trading
ENVIRONMENT                                                                                          malpractice
                4. Conduct AMLS Follow-up Work         292 follow-up activities (240 staff           Goal 8: An Efficient and Responsive
                                                        days)                                                        Council
                                                       85% correct or corrected on first visit      Objective 8.3: NCC works in partnership
                                                                                                     with other bodies
EFFICIENT       5. Conduct Farm Premises Census          100% of farm premises subject to
EFFECTIVE AND                                             telephone census                           Goal 8: An Efficient and Responsive
IMPROVING                                                                                            Council
TRADING                                                                                              Objective 8.15: Services are
STANDARDS                                                                                            demonstrably competitive and cost
SERVICE                                                                                              effective

INFORMED        6. Education & Advice                    Proactive involvement in education &        Goal 2: A Thriving Norfolk Economy
SUCCESSFUL                                                training events                            Objective 2.6: Improved infrastructure to
                                                                                                     support business
BUSINESSES                                                                                           Objective 2.7: Improved skills base of
                                                                                                     the Norfolk economy
    National
  Performance      Farm Enforcement Team               Farm Enforcement Team
                                                            Key Targets                          Community/Corporate Objective
   Framework       Key Actions                 (By 31st March 2004 unless otherwise stated)
     Priority
              Page 9 of 10




                  7. Continuous Professional      Review and implement adequate
                     Development                   training systems to ensure officers        Goal 8: An Efficient and Responsive
                                                   meet DEFRA‟s agreed standard               Council
                                                                                              Objective 8.13: Employees are
                                                                                              appropriately skilled and well motivated
EFFICIENT
EFFECTIVE AND     8. Risk Assessment              Carry out risk assessment of all farm
IMPROVING                                                                                     Goal 5: Making Norfolk Safer
                                                   premises
TRADING                                                                                       Objective 5.3: Consumers and
STANDARDS                                                                                     businesses are exposed to less trading
SERVICE                                                                                       malpractice
                                                                                              Goal 8: An Efficient and Responsive
                                                                                              Council
                                                                                              Objective 8.15: Services are
                                                                                              demonstrably competitive and cost
                                                                                              effective
    National
  Performance      Farm Enforcement Team                         Farm Enforcement Team
                                                                      Key Targets                          Community/Corporate Objective
   Framework       Key Actions                           (By 31st March 2004 unless otherwise stated)
     Priority
                   9. Emergency Preparedness                Test plans, ensure staff are aware         Goal 5: Making Norfolk Safer
                                                             and trained
                                                                                                        Objective 5.3: Consumers and
                                                                                                        businesses are exposed to less trading
                                                                                                        malpractice
                                                                                                        Objective 5.5: Fire and other
                                                                                                        emergencies are dealt with promptly and
                                                                                                        effectively
                                                                                                        Goal 8: An Efficient and Responsive
                                                                                                        Council
                Page 10 of 10                                                                           Objective 8.3: NCC works in partnership
                                                                                                        with other bodies
                                                                                                        Objective 8.8: Services are locally
                                                                                                        delivered and locally responsive
                                                                                                        Objective 8.13: Employees are
                                                                                                        appropriately skilled and well motivated
                   10. Review the delivery of the Farm    Carry out formal review of the Farm
EFFICIENT             Enforcement Plan 2003/2004           Enforcement Plan identifying any             Goal 8: An Efficient and Responsive
EFFECTIVE AND         against the requirements of the      variation from the plan and                  Council
IMPROVING             DEFRA Framework Agreement            recommending areas of improvement            Objective 8.15: Services are
TRADING
                                                          Performance monitoring against key           demonstrably competitive and cost
STANDARDS
                                                           actions and targets to be reported on        effective
SERVICE
                                                           a quarterly basis

								
To top