Once a company is registered, their details are issued to one of the Scheme’s experienced Monitors who will contact the company to arrange a suitable time to carry out an office visit.
Initial office visit
This is an annual visit which is an opportunity to review a company’s performance against the areas of the Scheme’s Code of Considerate Practice, and ensure that the company is meeting the expectations of registration. It will be a detailed discussion around the relevant questions and prompts within the Monitors’ Checklist and a review of the company’s processes, policies and systems.
The office visit will result in the issuing of a report and an ‘indicative’ score that reflects their ‘assumed’ or expected performance against the Scheme’s criteria based on discussions, observations and evidence where available.
Companies will receive an indicative score for each section of the Code, which will normally be given as a range, e.g. between 6 and 7, or between 7 and 8 as the Monitor is unlikely to be able to give a definitive view without seeing how the company operates ‘in the field’. This will give an indication of the performance rating that the company might achieve once the validation visits have been carried out.
If the Monitor is happy that the company is performing to at least the basic expectations of registration, the company will receive the appropriate registration material (including Scheme branded posters and vehicle stickers) along with a Certificate of Registration.
Companies failing to meet the basic expectations will be monitored again, once sufficient time has been allowed for non-compliance issues to be addressed.
Following on from the initial office visit, site visits, or validation visits, will be carried out to to verify that the standards discussed at the office are being implemented on site. Companies with an annual turnover less than £250k will receive one validation visit, while all others will receive two each year. A typical site visit lasts approximately one hour.
Companies will be prompted to provide opportunities for validation visits shortly after the office visit has been completed, giving ample time to undertake any development work discussed at the office visit. The Scheme Monitor and company will agree on a date and location to conduct the validation visits.
The results of the office visit and subsequent site validation checks are combined to produce a final report and confirmed score for that company, which will then result in being awarded with a star rating (this is a rating out of five which companies can use to promote their performance).
As with the office visit, Monitors will again review a company’s considerate performance based on what they witness against the Code using the Monitors’ Checklist to ask questions and guide discussions.
The first validation visit will result in the Monitor providing an updated report and indicative score (normally in a range) based on the observations and discussions at the time of the visit. The report will highlight areas of good practice while also providing advice and guidance on how to further improve.
For companies that undertake smaller individual projects or jobs, a site visit may not be appropriate. If this is the case, there is the option of a ‘multi-visit’ where the Monitor will spend a couple of hours shadowing your company on one or more projects or jobs to ascertain your company’s overall level of performance. Where a multi-visit is appropriate, please note that only one will be conducted within each registration period following which you will be issued with a validated score and star rating.
For those companies that receive a second validation visit, the Monitor will once again update the report which will show a second indicative score and then a final score for that registration period. A star rating will also be confirmed based on this final score.