toolkit for improving night-time deliveries

Ensuring compliance, advancing performance

a toolkit for improving night-time deliveries

Delivering the goods

Delivery improvement toolkit 1

Delivering the goods:a toolkit for improving night-time deliveries

Contents

About this toolkit _________________________________________________________________________________________ 2

Part One: Making night-time deliveries: methodology and guidance _________________________________________ 3

Defining success ______________________________________________________________________________________ 3

Understanding the noise abatement notice process ________________________________________________________ 3

Methodology ________________________________________________________________________________________ 3

Site investigation report ________________________________________________________________________________ 4

Technical monitoring __________________________________________________________________________________ 5

Part Two: Trial studies _____________________________________________________________________________________ 6

The trial study ________________________________________________________________________________________ 6

Monitoring and methodology ___________________________________________________________________________ 6

Part Three: Night-time deliveries: noise ____________________________________________________________________ 8

Guidance and standards _______________________________________________________________________________ 8

Summary ___________________________________________________________________________________________ 12

Draft monitoring regime ______________________________________________________________________________ 13

Part Four: Night-time deliveries: light _____________________________________________________________________ 15

Guidance and standards ______________________________________________________________________________ 15

Summary ___________________________________________________________________________________________ 16

Draft monitoring regime ______________________________________________________________________________ 16

Part Five: Post trial study assessment _____________________________________________________________________ 18

Environmental _______________________________________________________________________________________ 18

Community _________________________________________________________________________________________ 18

Commercial _________________________________________________________________________________________ 18

Monitoring and assessment ___________________________________________________________________________ 18

Noise and light monitoring ____________________________________________________________________________ 18

Marketing questionnaire ______________________________________________________________________________ 19

Conclusion __________________________________________________________________________________________ 20

Part Six: About the templates ____________________________________________________________________________ 21

Appendices

Annex A: Consultation: sample letter from a retailer to a local authority ______________________________________ 22

Annex B: Consultation: sample market research questionnaire _______________________________________________ 23

Annex C: So you want to undertake a trial study? – sample retailer checklist ___________________________________ 32

Annex D: Checklists for night-time delivery site investigation reports – blank ___________________________________ 36

Annex E: Checklists for night-time delivery site investigation reports – completed _______________________________ 41

Annex F: Night-time delivery – partners’ tasks – output – responsibilities – blank _______________________________ 46

Annex G: Night-time delivery – partners’s tasks – output – responsibilities – completed __________________________ 47

Annex H: Night-time delivery training manuals ____________________________________________________________ 50

2 Delivery improvement toolkit

Delivering the goods: a toolkit for improving night-time deliveries

About this toolkitYou can use this toolkit to help you get delivery restrictions relaxed. It also provides a framework for running a trial study.

Before you start to use the toolkit, however, we recommend that you read the Delivery Improvement Guide, available at http://www.dft.gov.uk

Industry and Government are keen to promote night-time deliveries that:

• do not adversely affect residents

• benefit the environment

• help to relieve traffic congestion both locally and nationally

• improve safety

• make operations more efficient

This toolkit identifies the methodology that retailers and their logistics providers should apply when they want to withdraw from voluntary delivery curfews. The toolkit has been developed for food stores but it may also be applicable to other sectors although this has not been tested.

AcknowledgementFTA would like to express its sincere thanks to the many professional organisations who have contributed information towards the research necessary to complete this toolkit. In particular, FTA would like to acknowledge the role of Peter Roland, Projects Co-ordinator of DHL/Exel Logistics who has acted as the principal author of this document. Without his help the publication of this toolkit would not have been possible.



Part One: Making night-time deliveries: methodology and guidance

Defining successThe trial must demonstrate positive environmental benefits, help to relieve traffic congestion both locally and nationally, enhance safety and increase operational efficiency. At the same time it must not cause local residents nuisance.

Understanding the noise abatement notice processThe local authority has a statutory duty to inspect its area periodically for statutory nuisances that do or may occur. In addition, if a complainant (usually a resident) objects to night-time noise disturbance at a store, a council environmental health officer must take reasonably practicable steps to investigate whether the disturbance is ongoing and amounts or may amount to a Statutory Nuisance. The local authority may then carry out subjective and/or objective (technical) analysis. An environmental health officer will subjectively analyse the noise either by witnessing the operation or by recording the noise from inside the complainant’s dwelling and analysing the noise later. Alternatively, they may use a noise level meter to monitor noise in accordance with current professional practice. The results may be compared with a range of generic noise assessment guidance including BS 41421. BS 4142 assesses the likelihood of noise complaints. If the environmental health officer is satisfied that the noise constitutes a disturbance, they will formally contact the store. If, however, the environmental health officer is satisfied that a Statutory Nuisance exists or may occur or recur, s/he must serve an abatement notice on the person/s responsible for the nuisance, requiring that the nuisance be ceased or abated within a specified timescale, and may require works to be carried out to comply with the notice.

This noise assessment process is not the same as the process for assessing Statutory Nuisance. Whether a disturbance amounts to a Statutory Nuisance or not does not depend on the results of generic noise assessment guidance such as BS 4142. Statutory Nuisance is assessed on a case-by-case basis, and a range of criteria are taken into account, which include duration, frequency, impact, local environment, motive, and sensitivity of plaintiff. There are no objective levels at which a noise is or is not a Statutory Nuisance.

If there are no planning conditions restricting delivery times, anecdotal evidence suggests that the council will encourage the store to restrict deliveries voluntarily, usually to between 7.00 am and 10.00 pm.

If an agreement cannot be reached and the council can establish that the noise constitutes a Statutory Nuisance, or might do so in the future, it must serve a Noise Abatement Notice (NAN). The Environmental Protection Act (EPA) 1990 (Part III Section 79 subsection 1) defines a Statutory Nuisance in relation to noise as “noise emitted from a premises so as to be prejudicial to health or a nuisance” and in relation to noise from the street “noise that is prejudicial to health or a nuisance and is emitted from or caused by a vehicle, machinery or equipment in a street”. In relation to artificial light, a Statutory Nuisance is defined as “artificial light emitted from premises so as to be prejudicial to health or a nuisance”.

What is and is not a Statutory Nuisance is ultimately decided by the courts on a case-by-case basis. In essence, a Statutory Nuisance has come to mean that which affects someone’s reasonable use of their property (usually home), and/or which does or may adversely affect their health.

MethodologyThe methodology has three main parts:

• site investigation (SI) report – to determine the current and commercially optimum delivery situation, provide a brief description of the local area and identify what improvements may be needed

• technical noise and light monitoring – to determine the current noise and light levels and those resulting from night-time deliveries

• consultation – to see what local people think of a night-time trial, find out how the trial affects them and help develop ways of improving how deliveries are made

The methodology aims to maximise success by providing solutions and making sure that staff are thoroughly trained. The aim is to prevent disturbance to the local community, so minimising the likelihood of complaints. The methodology looks at the current and proposed delivery situation, the technical measure of noise and light and the subjective views and concerns of residents.

1 Refer to Part 3 for more on current professional practice including BS4142 and other generic noise assessment guidance



Site investigation reportOnce the retailer decides where to carry out the trial, they must complete a store appraisal or site investigation (SI) report. The SI report is in five parts.

Store survey

This will determine both the current delivery pattern and the preferred or ‘commercial optimum’ pattern. The store survey will determine the benefits of changing a limited amount of crucial daytime delivery to night-time delivery. See section 1.1 of Annex D ‘Checklists for night-time delivery site investigation reports’ for the ‘store survey’ checklist of requirements. For a completed version of the same checklist refer to section 1.1 of Annex E.

Physical survey

This details the store locality including the physical characteristics of the site infrastructure, lorry access and delivery area. The results will determine existing sources of noise and light and so help identify any improvements that may be needed. See section 1.2 of Annex D for the physical survey checklist of requirements. For a completed version of the same checklist refer to section 1.2 of Annex E.

Improvements

This part of the survey will identify improvements aimed at reducing sources of noise and light at the start of a night-time delivery trial. However retailers will have to consider whether the commercial benefit of the potential ability to deliver goods during the night outweighs the cost of the improvements. See section 1.3 of Annex D for the ‘improvements’ checklist of requirements. For a completed version of the same checklist refer to section 1.3 of Annex E.

Training guidelines

Training guidelines will ensure that staff get the right training before the trial starts, so that delivery good practice is established and maintained. The training should involve the driver and all store staff involved in the delivery process. It should cover administrative referral if a complaint is received. See section 1.4 of Annex D for the ‘training guidelines’ checklist of requirements. For a completed version of the same checklist refer to section 1.4 of Annex E.

Protocol

The protocol is a procedure for dealing with complaints, made direct to the store and/or passed on by the council. All complaints must be treated seriously and sympathetically and investigated. Where possible, the retailer should take remedial action. See section 1.5 of Annex D for the ‘protocol’ checklist of requirements. For a completed version of the same checklist refer to section 1.5 of Annex E.

Deliveries will need a current London Lorry Control Scheme (LLCS) permit if they are made:

• within Greater London

• with lgvs (large goods vehicles) weighing over 18 tonne

• using Association of London Government (ALG) designated ‘restricted’ roads that are off the designated ‘exempted’ road network

Delivery vehicles can travel off the exempt road network between the hours shown in table 1.1 below if retailers or logistic companies obtain free permits from the Association of London Government and clearly display them on their lorries. Delivery drivers must make the fullest use of the prescribed network described in the permit conditions and be aware of the environmental reasons for those conditions.

Table 1.1 London Lorry Control Scheme lgv restrictions

Monday – Friday Midnight-7am; 9pm-midnight

Saturday 1pm-midnight

Sunday At any time

Breaking the permit conditions leaves the retailer/logistics provider and the driver liable to the statutory penalty charge notice (PCN) fine(s). For further information visit the Transport for London website at http://www.tfl.gov.uk/tfl/freight/permits-and-policies.asp



Technical monitoringTechnical monitoring involves installing equipment on the façade of the home considered to be most exposed to noise and light from deliveries. If the resident of that property declines to take part in the trial, ask the occupier of the next most exposed home to participate. Use the following procedure when contacting residents.

Either retailer and/or project partner to contact the local authority and

• tell them of the possibility of carrying out a night-time delivery trial

• explain the technical requirements and introduce the consultant who will carry out the monitoring

• get a contact in the environmental health and/or planning departments

• send the council a copy of Making Night-Time Deliveries: Methodology and Guidance

The consultant should discuss with the local authority what approach to take for contacting the resident. With local authority permission, the consultant can make direct contact with the resident. Ideally, a council representative should accompany the consultant on the first visit. The visit is an opportunity to:

• tell the resident why they were chosen

• explain what the equipment is and how it works

• talk through the consultant’s visiting needs, and arrange visiting times

• provide a list of contact names and numbers

The monitoring will provide a technical appraisal of the ‘before’ (current situation) and ‘after’ (during trial study) conditions. It will determine the effect of night-time deliveries and identify the worst offending noise and light sources.

The monitoring should follow best practice and meet the latest British and EU standards. An independent technician should carry it out, to ensure impartiality. Monitoring should continue for 24 hours a day over during the first week of the trial.

Contacting most affected residents

Monitoring equipment needs to be installed outside the property considered most exposed to night-time delivery noise and light, so the householder will have to give his or her permission. Contact the resident most likely to be affected to obtain permission to install suitable equipment.

Consulting the local authority

The local authority needs to be fully informed of the whole trial process before it starts.

Following informal contact, the retailer will write to the local authority (see Annex A) for a copy of the letter). The letter formally introduces the trial, identifies the potential benefits and outlines the approach. The retailer should send a copy of Making Night-Time Deliveries with the letter.

A retailer must formally advise both the council and local residents of the trial study if the store curfew is subject to statutory restrictions.

It should be noted as this point that should the site chosen for a trial have an outstanding notice in relation to delivery noise, and the trial causes a Statutory Nuisance, the site could be subject of prosecution proceedings.

Public consultation/market research

The main purpose of research is to understand the impact of night-time deliveries on the quality of life for local residents.

Without referring to the trial study, each resident is asked to describe any recent changes resulting from local environmental issues. They should also be asked if they feel these are demonstrably worse, and whether they are likely to try to do something about them.

The residents’ responses will help to prioritise possible remedial works in an effort to minimise complaints, while determining residents’ motives for acting on their complaints, or not, as the case may be.

Residents would not normally be told of a trial at a store with a voluntary curfew. This so residents are not prompted to complain about a disturbance that they fear may occur, which at worst could jeopardise the trial from starting in the first place. It should also ensure that any complaints made while the trial study is underway are genuine. If, however, the curfew was subject to statutory restrictions, then residents would have been told of the proposed trial study before it began.

If market research is appropriate, refer to Annex B ‘Market research questionnaire’.



Part Two: Trial studies

Anyone who would like delivery restrictions eased needs to justify why to all interested parties. They need to prove that their interests are not being served at the expense of others.

A trial study is a popular way of persuading local authorities of the benefits of relaxing freight delivery times.

A trial study allows anyone who wants delivery restrictions eased to measure and quantify the alleged benefits. But they also need to demonstrate those benefits to both the local authority and the community. The benefits would have to be seen as real and sustainable. Any negative aspects to less restricted delivery times would need to be outweighed by positive ones.

The trial studyThis trial study model illustrated here is a supermarket, with a voluntary curfew between 22.00 and 07.00.

The study would need to show the following benefits in main or in part.

Environmental benefits

Nationally:

• less fuel consumed by delivery vehicles

• fewer emissions from delivery vehicles

Locally:

• less congestion at or near the supermarket

• better road safety

Community benefits

• Better safety for vehicle occupants and pedestrians at the supermarket where there is shared access

• A better shopping environment available to the local community with greater access to goods and services

Commercial benefits

• Reduced operating costs

• Improved freight operations

• Increased sales

• Less food wasted

• Less fuel consumed by delivery vehicles

Monitoring and methodologyAny planned trial study must first be rigorously researched and evaluated. The research will try to establish the benefits of reduced delivery restrictions and the likelihood of current delivery restrictions being lifted. At the same time, the study will have to show the likely impact of reduced restrictions on the local community. The trial study will only go ahead if the outcomes of these complex criteria are positive and do not indicate conflicts of interest.

Before the trial study begins, participants must define their methodology. This will set out what observations and recommendations they will make, and include a checklist of actions.

The methodology, including monitoring, incorporates:

• site investigation – site level survey, physical level survey, measures to improve the site, training, protocols

• independent technical monitoring – both before and during the trial study

• consultation – by various methods



The participants must follow the methodology and monitor progress on the study according to a defined and audited series of actions. They must act transparently and support the established procedures.

The two key Statutory Nuisances that deliveries can cause, noise and light, are now examined in more detail. Published legislation and guidelines are discussed for each nuisance. A suggested monitoring regime for each Statutory Nuisance is also detailed to assist anyone looking to trial a delivery curfew relaxation.



Part Three: Night-time deliveries: noise

Supermarkets need deliveries. Scheduling deliveries outside normal working hours can:

• reduce congestion

• improve freight operations

• cut air pollution from traffic

However, supermarkets in urban areas are often close to noise-sensitive properties, including people’s homes. These are generally considered to be more sensitive to noise during the evening and even more sensitive at night. Re-scheduling deliveries into these periods potentially increases noise disturbance for those who live close to supermarkets.

This document provides guidance to those concerned with assessing the potential noise impact of retail deliveries in residential areas that might occur in the evening or the night. It describes the issues that need to be considered and, in general terms, the process that should be followed. The outcome of any such assessment would be an understanding of the nature and the extent of the potential noise impact.

The guidance focuses on the noise that would arise from such activities and how the noise impact should be assessed. For the most part those affected will be people in dwellings and other noise-sensitive premises where people reside (eg residential homes and hospitals). In addition, there may also be issues of noise in the evening affecting other noise-sensitive premises such as places of learning (eg during evening classes) and places of worship

There are no prescribed guidelines or standards for the assessment of noise, although general principles have been established over the years and these principles can be used in this case. The main elements of the noise assessment are:

• characterise the existing (baseline) noise environment

• predict or measure the noise likely to arise from the proposed activity (in this case deliveries during the trial study)

• compare the predicted or measured noise levels with the baseline noise environment to understand the nature and extent of the change in noise environment that will occur if the trial is extended

• using relevant but generic standards and guidelines, draw a conclusion about the extent that those changes will have on those potentially affected

• report the findings

Guidance and standardsPPG 24

Planning policy guidance notes set out the Government’s policies on different aspects of planning. Local authorities are required to take into account this advice in preparing development plans and when considering planning applications, including those for supermarkets.

Planning Policy Guidance Note 24 (PPG 24) Planning and Noise was issued by the Department of the Environment in September 1994. PPG 24 covers England and there are similar documents for Wales and Scotland.

PPG 24 acknowledges that the planning system must guide development to the most appropriate location, and that noise can be a material consideration when determining planning applications. It notes in paragraph 2 that:

“It will be hard to reconcile some land uses, such as housing, hospitals and schools, with other activities which generate high levels of noise, but the planning system should ensure that, wherever practicable, noise-sensitive developments are separated from major sources of noise (such as road, rail and air transport). It is equally important that new development involving noisy activities should, if possible, be sited away from noise-sensitive land uses. Development plans provide the policy framework within which these issues can be weighed but careful assessment of all these factors will also be required when individual applications for development are considered. Where it is not possible to achieve such a separation of land uses, local planning authorities should consider whether it is possible to control or reduce noise levels, or to mitigate the impact of noise, through the use of conditions or planning obligations.”

A supermarket, its delivery bays and approach road, may constitute development involving noisy activities, and homes may constitute noise-sensitive land use. A local authority may zone an area for retail development in its development plan. It can also decide to permit development of a supermarket, but limit its delivery hours either directly or indirectly.



Paragraph 10 of PPG 24 advises that there needs to be a balance that will not unjustifiably limit development, but will not give rise to unacceptable disturbance:

“Much of the development which is necessary for the creation of jobs and the construction and improvement of essential infrastructure will generate noise. The planning system should not place unjustifiable obstacles in the way of such development. Nevertheless, local planning authorities must ensure that development does not cause an unacceptable degree of disturbance. They should also bear in mind that a subsequent intensification or change of use may result in greater intrusion and they may wish to consider the use of appropriate conditions.”

The guidance refers to “an unacceptable degree of disturbance”. This implies that a degree of disturbance may be acceptable. This may perhaps be because its intensity or frequency is limited, or it happens at a time when those who hear the noise are less likely to be disturbed by it. However, PPG 24 does not state that a degree of disturbance is acceptable.

The existence of a planning permission does not mean that a Statutory Nuisance cannot exist. Statutory Nuisance can exist whether a particular site has planning permission for deliveries or not. Circumstances and local environments change, so, for example, noise that was not a Statutory Nuisance before may become one.

PPG 24, paragraph 11, deals with noise from specific types of development, and refers to more detailed advice in Annex 3.

While PPG 24 outlines factors to be considered, it does not, with one exception, set prescriptive technical standards of acceptable noise levels. The one exception is in Annex 1 where noise exposure categories are set out for local authorities to use when considering applications for new housing developments. The Noise Exposure Category (NEC) system establishes four categories of noise exposure. It does this by reference to the dominant noise source, the time of day and noise levels before the development took place. For a site in NEC A , a noise need not be a determining factor in granting planning permission, while for NEC D, planning permission should normally be refused.

The categories are measured in units of the ‘A’ weighted equivalent continuous sound level, abbreviated to LAeq,T. The ‘A’ weighting differentially weights sounds of differing frequencies. This reflects the sensitivity of the human ear to sound of different pitches. The ‘eq’ refers to a steady sound that would have the same total energy as the fluctuating sound over the period of time ‘T’ that is being measured. LAeq,T is now the most frequently used parameter for measuring noise disturbance.

Different noise exposure levels are given for daytime (07.00 to 23.00 hours) and night-time (23.00 to 07.00 hours). Higher levels are acceptable during the day.

The NEC system is designed for road, rail and air traffic and mixed sources. ‘Mixed sources’ refers to any combination of road, rail, air and industrial noise in which none dominates. Most urban supermarkets would contribute to mixed noise.

However, the NEC procedure only applies where a developer wants to introduce residential development into an area with existing sources of noise. Table 3.1 below sets out the recommended boundaries for noise exposure categories for this type of situation. The procedure does not apply to the reverse situation where new noise sources are to be introduced into an existing residential area. Therefore planning authorities should not use it when considering an application for a supermarket in a residential area or an intensification of use of an existing supermarket is being contemplated. Likewise, PPG 24 should not be used by the industry to justify the introduction of night-time deliveries.

Table 3.1 Noise levels corresponding to NECs for new dwellings (dB LAeq,T) for mixed sources

Time A B C D07.00-3.00 hours 55 55-63 63-72 >7223.00-07.00 hours 45 45-57 57-66 >66

Another noise parameter is mentioned in a footnote, LAmax. The LAmax is the highest ‘A’ weighted level recorded during a noise measurement. The guidance is that where individual noise events exceed 82 dB LAmax several times in any hour at night, planning authorities should categorise the site as NEC C, regardless of the night-time LAeq,T. The exception is where the LAeq,T at night already puts the site in NEC D.

LAmax is highly variable, particularly where it is incidental to an activity rather than a central feature of it – eg, pile driving.

There is plenty of evidence on the relationship between noise exposure in LAeq,T units and disturbance. There is some evidence on the relationship between the magnitude of LAmax and sleep disturbance. But there is almost no evidence on the relationship between disturbance and how often events with high LAmax values occur.



Annex 1 of PPG 24 explicitly states that the NEC system should not be used to assess whether a new noise source, such as a supermarket, is acceptable in a residential area. However, Annex 2 sets out the guidance that has been used in deriving the boundary limit values in Annex 1. Reference is made, for example, to a World Health Organisation (WHO) document of 1980, the current version of which is reviewed below.

Of particular interest in the present context are the NEC A upper boundary limits of 55 dB LAeq,16 hours and 45 dB LAeq,8 hours for daytime and night-time respectively. These are separate situations in which noise need not be a determining factor, and those in which conditions should be imposed on a new housing development to protect residents adequately against noise.

Both daytime and night-time boundary limits are taken from the WHO document.

Paragraph 5 of Annex 2 cites a field study on aircraft noise and sleep disturbance published in 1992. While earlier studies suggested that aircraft noise below 82 dB LAmax, would cause little sleep disturbance, the field study reported that in practice, aircraft noise below 80 dB LAmax is unlikely to wake people up.

Annex 3 of the guidance advises on the assessment of noise from different sources. Supermarkets fall into the category of industrial and commercial developments discussed in paragraphs 19 and 20.

Paragraph 19 recommends the use of BS 4142:1990 to assess noise from these sources. A new version of this standard was issued in 1997. Paragraph 19 also mentions BS 8233 as a source of general guidance on acceptable noise levels within buildings. BS 4142 only deals with the noise exposure of dwellings.

In summary, PPG 24 supports the use of the LAeq,T parameter as a tool for assessing and controlling noise disturbance. It also cites the parameter LAmax. BS 4142 and BS 8233 are useful for assessing the noise of supermarket deliveries.

World Health Organisation guidelines

The guidance cited in PPG 24 is Environmental Health Criteria 12, issued by the World Health Organisation in 1980. Noise specialists have interpreted this as advocating a standard of 55 dB LAeq daytime and 45 dB LAeq at night, both levels being external and free-field.

In 1999, WHO issued revised guidance, Guidelines for Community Noise. This has not so far been incorporated explicitly into national guidance. The table below sets out the current WHO guideline values.

Table 3.2 WHO guideline values

Specific environment Critical health effects dB LAeq Time base (T in hours)

LAmax

Outdoor living area Serious annoyance, daytime and evening

Moderate annoyance, daytime and evening

55

50

16

16

–

–

Dwelling, indoors Speech intelligibility and moderate annoyance, daytime and evening

35 16 –

Inside bedrooms Sleep disturbance, night-time 30 8 45Outside bedrooms Sleep disturbance, window

open (outdoor values)45 8 60

WHO assumes that the insertion loss through the façade of a dwelling when windows are open will be 15 dB(A). In practice this will vary between dwellings, and according to how far the windows are open.

Some have questioned the WHO guidance. It sets stringent standards and many existing homes exceed one or more of its guideline values. If homes exceed the guidelines even before a new noise source is introduced, they are of limited use in assessing the impact of that new source.



BS 8233

BS 8233:1999 Sound insulation and noise reduction for buildings – Code of Practice, defines its scope in paragraph 1:

“This British Standard gives recommendations for the control of noise in and around buildings, and suggests appropriate criteria and limits for different situations. These criteria and limits are primarily intended to guide the design of new or refurbished buildings undergoing a change of use, rather than to assess the effect of changes in the external noise level.”

The standard distinguishes between ‘anonymous’ noise, such as that from road traffic, and noise from neighbours that may trigger complex emotional reactions that are disproportionate to the noise level.

The standard describes a level of 30 dB LAeq,T in living rooms as good for ‘anonymous’ noise, and a level of 40 dB LAeq,T as reasonable. A level of 30 dB LAeq,T in bedrooms is described as good, and 35 dB LAeq,T as reasonable. The Standard also suggests that for bedrooms at night, individual noise events should not normally exceed 45 dB LAmax. These levels are consistent with the WHO 1999 guidelines.

The types of noise likely to arise from night-time deliveries will often be a mixture of anonymous noise and other noises with characteristics (such as irregularity, impulsiveness and tonality) that might be expected to trigger a greater response from neighbours.

BS 4142:1997

BS 4142:1997: A method for rating industrial noise affecting mixed residential and industrial noise, adopts a different approach. WHO and BS 8233 provide absolute values as to what is an acceptable or a desirable noise climate. They do not deal with the acceptability of a new noise source where the existing noise climate already exceeds an absolute standard.

In contrast the method set out in BS 4142:1997 can be used in any situation regardless of the existing noise climate. This is because it depends on a comparison between noise from the new source, and noise within the existing noise climate. On the downside, BS 4142 does not make a judgement about the acceptability of the existing noise climate, and can also lead to issues of creeping background noise levels.

The existing noise climate is described by the noise parameter LA90. This is the ‘A’ weighted noise level that is exceeded for 90 per cent of the time that is being measured, and is called the background noise level.

Noise from a new source, which is the subject of the assessment, is described by the LAeq,T parameter. This is corrected by adding 5 dB if the noise is tonal and/or impulsive in character, and/or irregular enough to attract attention. The subsequent value is called the ‘Rating Level’.

If the rating level from the new source exceeds the background noise level by around 10 dB or more, this indicates that complaints are likely. If the rating level is more than 10 dB below the background noise level, complaints are unlikely. A difference of +5 dB is marginal.

The standard does not set different numerical values for day and night-time, but implicitly it does set a more stringent standard at night, particularly for fluctuating or intermittent noise sources.

There are two reasons for this. First the background noise has to be that which would occur when the source is operating. Since ambient noise levels almost always follow a daily cycle – lower during the evening and lowest at night – the standard becomes most stringent at night.

Secondly, the LAeq,T unit is an energy-weighted average over the time period ‘T’. Where a noise source consists of short events or fluctuating sound levels, the average period of exposure becomes important. This is set at one hour during the day but only five minutes at night. The standard does not define night-time in hours, but as “the times when the general adult population are preparing for sleep or are actually sleeping”. If the new noise source consists of, for example, deliveries, and each lasts for less than an hour, the LAeq,T corrected noise level will be higher during the night than during the day.

For example, consider a house with a background noise level of 50 dB LA90 during the day and 40 dB LA90 at night. The house is exposed to noise from deliveries at a rate of one an hour throughout 24 hours. Assume each delivery lasts six minutes and the house is exposed to an LAeq,6 minutes of 50 dB during each one. In this example, for simplicity, the noise is not tonal or impulsive in character or irregular enough to attract attention.

During the day a background noise level of 50 dB LA90 is to be compared with a source noise of 50 dB LAeq. But the noise only lasts for six minutes during the assessment period of one hour. Correcting for the six minutes duration of the noise gives a



correction of -10 dB during the day. The new noise source therefore has an LAeq,1 hour of 40 dB and the background noise level is 50 dB. This is a difference of -10 dB, indicating that complaints are unlikely.

However at night the six minutes duration exceeds the reference period of five minutes. So there is no reduction for averaging out over a longer time period. The background noise level is 40 dB and the noise from the new source is 50 dB, a difference of +10 dB – an indication that complaints are likely.

This standard advises against noise measurement during rain or when wind speeds are above 5 m/s.

Directive 2002/49/EC: Assessment and Management of Environmental Noise

This directive requires member states to map the noise exposure of people living in urban areas and near major roads, railways and airfields. It is aimed at a strategic level, not at specific developments.

However, it is relevant to the present study in two respects. First, it explicitly distinguishes between ambient noise during the day, evening and night, defined as 07.00 to 19.00, 19.00 to 23.00, and 23.00 to 07.00 respectively. Member states can adjust the times within limits to suit local circumstances but there is currently no indication that the UK Government will do so.

Secondly, the measurement used to assess the community response to noise and is abbreviated to Lden. to the measurement that is used to assess sleep disturbance is Lnight. Lnight is simply the value in decibels for the ‘A’ weighted equivalent continuous sound level over the eight hours from 23.00.

Lden is the time weighted sum of the LAeq,T levels within the day, evening and night-time. However, before adding the three together, the evening physical noise level is corrected by +5 dB, and the night level by +10 dB. These are large weightings, and imply that a single noise event at night equals 10 similar incidents during the day.

SummaryThe parameter most commonly used in environmental noise assessment is the ‘A’ weighted continuous sound level, LAeq,T.

The period ‘T’ is usually set for the entire day, night or evening with the exception of BS 4142 where the daytime period is one hour and the night time period is five minutes.

Directive 2002/49/EC assumes night-time to be 23.00 to 07.00.

Directive 2002/49/EC suggests that an evening period is 19.00 to 23.00.

A number of authorities have recommended desirable or acceptable ambient noise levels either inside or outside dwellings.

The documents citing fixed levels do not contain evidence to assess the effect of a possible new noise source where ambient noise already exceeds the guideline level.

BS 4124 sets a relative standard which compares the new noise source with the existing background noise.

An assessment using BS 4142 tends to be more stringent at night, particularly for short duration noise events.

Some authorities also refer to the maximum sound level LAmax, particularly in relation to sleep disturbance at night. However, there is a suggestion that this is only relevant when noisy events are likely several times in any hour, for example, the impulse noises that would be expected when a lorry is being loaded or unloaded.

Noise should not be measured when it is raining or windy.

The noise levels measured or predicted during the trial study should be compared with the baseline noise levels to understand how the noise environment has changed. Standard comparison methods used in current professional practice should be used and these are likely to include those shown in Table 3.3.



Table 3.3 Indicator comparisons likely to be required in assessment

Predicted BaselineLAeq LAeq

LA10 LA10

LA10 LA10

LA10 LA90

The type of questions that need to be answered are:

• by how much has the LAeq and LA10 risen?

• how does the LAmax levels from the deliveries compare with the existing LAmax values?

• how do the LAeq levels whilst delivery activities are occurring compare with the LA90 values?

• how do the LAmax levels during the delivery activities compare with the LA90?

This type of analysis will help inform a discussion of the nature of the impact that has occurred. Consideration also needs to be given to any features of the delivery noise, eg in terms of the frequency spectrum shape, tonality and general character of the noise (impulsiveness) etc, that may give rise to a response different from that suggested in the data described above.

A conclusion will be drawn from this analysis about the extent the changes during the trial study have had on those potentially affected using the generic standards and guidelines discussed previously.

It has to be accepted that there are no guidelines available that specifically apply to this situation but those guidelines that do exist may assist in understanding the nature and extent of the effect of the noise from the proposed deliveries on those affected. There are no specific noise limits that can be applied, although it is clear (especially at night) that levels that might be expected to awake the vast majority of those affected should not occur. Account should be taken of the change in noise level that is likely to be heard and how the noise may interfere with those affected – eg be a distraction, interfere with conversation, cause annoyance, disturb sleep.

Account will also need to be taken of the numbers affected, but having said that, it does not necessarily mean that if only a few people are affected, then there is not a problem. If those few are badly affected then a serious issue will exist.

Draft monitoring regimeThe following is a draft monitoring regime which responds to the above analysis.

• First the retailer will carry out or commission a site visit. This will note any homes that could be affected by the pilot study. The site visit will also identify whether more than one possible noise source could affect homes, for example where some residences may be affected by vehicles on an approach road and others by activities within a delivery area

• The retailer will seek the co-operation of the local environmental health department. In cases where statutory curfews are in place, permission from the Environmental Health and Planning departments is essential prior to the initiation of the monitoring regime

• The selected residents will be asked by letter to co-operate with the trial study. If they refuse, the retailer should approach a neighbouring property. Recompense of £25 should be offered for any inconvenience

• Noise monitoring instruments will be installed at the selected properties. The instruments will have been calibrated at a United Kingdom Accreditation Service (UKAS) registered laboratory within the preceding two years. The microphone should be mounted one metre from the most exposed window on the most exposed façade of the residence. The precision sound level meter should be installed inside the dwelling

• Monitoring will continue for seven days. The instrument will log a continuous ‘A’ weighted time history

• The retailer will arrange to get data on precipitation and wind speed during the monitoring period. However there is no need to analyse any period when the weather is outside the parameters of BS 4142

• A technician will be on site for a total of 25 hours during the monitoring period. They will note what happened when. The record of activities that create noise will use the same categories as the National Noise Incidence Survey, expanded to



distinguish different types of noise associated with deliveries. The technician will take short-term octave band records both during and between deliveries

• The retailer should get records of deliveries and activities covering when the technician was not on site

• After the trial study, analysis of the results will show the period LAeq, LA90, and LAmax noise levels when activities took place, and when they did not. This will be reported separately for the time periods specified by the EC directive. The assessment time periods will be one hour during the day and five minutes at night

• A technical report will be prepared setting out the work that has been carried out. It should be in sufficient detail to enable the method, assumptions and conclusions to be transparent and in terms of any noise prediction, able to be reproduced by others. The conclusion of the report should include a professional judgement on the extent of the impact (once all mitigation has been taken into account) so that the decision maker can properly take noise into account with the other issues (including the benefits to the retail outlet) in forming a decision about whether to permit



Part Four: Night-time deliveries: light

Supermarkets need deliveries. Supermarkets in urban areas are often close to noise-sensitive properties, including people’s homes. Scheduling deliveries outside normal working hours can:

• cut congestion

• be more time-efficient

• reduce air pollution from traffic

However, people are generally more sensitive to artificial light nuisance during the evening and even more so at night. Re-scheduling deliveries into the evening and at night increases potential artificial light nuisance for those who live near supermarkets with poor lighting control.

The potential increased disturbance to local residents will be easier if its based on a detailed knowledge of the size of the disturbance. This project seeks to derive an appropriate monitoring regime for determining the light nuisance consequences of out-of-working hours deliveries.

Guidance and standardsTown and Country Planning Act 1990

The act requires anyone who wants to install external lighting to get planning approval, although there is no requirement for local authorities to investigate or resolve light pollution.

Environmental Protection Act 1990, Part III – statutory nuisance

Under the Environmental Protection Act 1990 (as amended by section 102 of the Clean Neighbourhoods and Environment Act 2005) local authorities are required to investigate their area periodically for instances of “artificial light emitted from premises so as to be prejudicial to health or a nuisance”, and to take reasonable practicable steps to investigate complaints of such nuisance. If satisfied that artificial lighting amounts to a statutory nuisance, or that a nuisance may occur or recur, the local authority must serve an abatement notice under section 80 of the 1990 Act, requiring the nuisance to be abated, or that its occurrence or recurrence is prohibited or restricted, within a specified timescale, and may require works to be carried out to comply with the notice.

There is a 21 day period in which to appeal against an abatement notice in the magistrates’ court. If the appeal is unsuccessful, or if one is not made, there is a fine of up to £20,000 upon summary conviction for non-compliance with or breaching of an abatement notice.

Guidance on the light nuisance provisions in the Clean Neighbourhoods and Environment Act 2005 is available will be available on Defra’s light nuisance page at http://www.defra.gov.uk/environment/localenv/light/index.htm

Planning Policy Statement 23 (PPS 23)

Some local authorities have written lighting policy based on the guidance given in PPS 23: Planning and Pollution Control. Local authority lighting policies tend to be in descriptive wording rather than quantifiable or measurable terms.

Local planning authorities can, under PPS 23, specify the type of lighting to be used on buildings as part of the planning permission. It is intended that an Annex to PPS 23 on planning and light pollution will be published in the future.

Guidance notes for reducing light pollution

The Institute of Lighting Engineers has published guidance on reducing light pollution. The guidance suggests that local planning authorities adopt a system of environmental zones as part of their lighting policies.



Table 4.1 Obtrusive limitation for extending lighting installations

Environmental zone Sky glow ULR

[max %]

Light into windowsE [Lux] (1)

Source intensityI [kcd] (2)

Building luminance before curfew (3)

Before curfew

After curfew

Before curfew

After curfew

Average L[cd/m2]

Max L[cd/m2]

E1 0 2 1 0 0 0 0

E2 2.5 5 1 0.5 0.5 5 10

E3 5.0 10 2 1.0 1.0 10 60

E4 15.0 25 5 2.5 2.5 25 150

Where:

ULR = Upward Light Ration of the installation (and is the maximum permitted percentage of luminaire flux for the total installation that goes directly into the sky

E = Vertical Illuminance in Lux normal to glazing

I = Light Intensity in Candelas

L = Luminanace in Candelas per square metre

Table 4.1 sets quantifiable criteria for environmental zones. E1 is intrinsically dark areas, E2 is low brightness areas, E3 is medium brightness areas and E4 is high brightness areas.

The measurement of the lighting limitations mentioned in table 4.1 is possible with conventional field instruments but weather conditions must be right. Fog, rain, snow etc will affect the readings.

SummarySome key points from the material reviewed above are:

• artificial light nuisance is regulated under the statutory nuisance regime of the Environmental Protection Act 1990 (Part III) as amended by the Clean Neighbourhoods and Environment Act 2005

• there is planning guidance available to help local authorities develop lighting policies

• the ILE guidance on the reduction of light pollution is the only measurable lighting criteria

Draft monitoring regimeThis is the first draft of a proposed monitoring regime which responds to the above analysis. First the retailer needs to organise a site visit. This will note the potentially worst affected residences. Where light comes from more than one possible source, the retailer will need to select more than one residence. The retailer should also enlist the co-operation of the local environmental health department.

The retailer will write to the selected residents to seek their co-operation. If they do not wish to co-operate, the retailer should contact neighbouring properties. The retailer should offer each household £25 in recompense for any inconvenience.

The retailer will arrange for light monitoring instruments to be installed at the selected properties. The instruments will have been calibrated at a UKAS-registered laboratory within the preceding two years. The light monitoring instruments will be mounted internally to the most exposed window on the most exposed façade of the residence.

Light will be monitored with the store’s exterior lighting and signage switched off. This will determine the background lighting level. The light nuisance from the supermarket’s exterior lighting can then be established.

A visual survey of the immediate area and its lighting will be made. The survey will focus on the suitability of lighting for its purpose and any contribution it makes to light pollution.



The light monitoring equipment will also record lighting levels in the residence, so that false readings can be discounted. Light monitoring will be carried out over seven days at a sampling frequency to be determined.

A technician will remain on site for 24 hours during the monitoring period to note what happens and when. This should include when street lighting and exterior lighting is turned on and off and the timing of deliveries.

When the technician is not on site, store records will show when deliveries and other events took place. After the monitoring, it will be possible to work out the range of light presented to the residence and to identify, if possible, the source of any light nuisance.



Part Five: Post trial study assessment

After the trial study all the evidence needs to be assessed. It will hopefully lead to conclusions that may be used when seeking approval from a local authority for a relaxation of delivery restrictions.

The trial study partners would evaluate the evidence and draw their conclusions as objectively as possible. They would study the following areas and include both the independent monitoring and the demonstrated benefits. Some of the benefits overlap, so have been included more than once in the following sections. And naturally as each trial study location is unique, degrees of possible gain will vary.

Environmental• Reduced fleet vehicle usage at periods of traffic congestion

• Less local road congestion

• Improved access to the store service road and shared car park for pedestrians and/or motorists and/or delivery vehicle drivers – depending on access arrangements

• Improved safety at the store for both pedestrians and vehicles – depending on access arrangements

Community• Less local traffic congestion

• Improved access to the store service road and shared car park for pedestrians and/or motorists and/or delivery vehicle drivers – depending on access arrangements

• Improved safety at the store for both pedestrians and vehicles – depending on access arrangements

• Full fresh food availability at the start of trading, to the benefit of customers

Commercial• Reduced fuel costs (with fewer emissions)

• Fresh food now on the shelves at 8.00 am, maximising sales

• Greater stock availability from start of trading

• Increased sales and immediate replenishment, reducing wastage

• Consistent delivery time, improving daily operational planning

• Less delivery congestion

• Warehouse less congested, improving health and safety

• Greater stock merchandising before the store opens, which improves staff productivity and morale

• More productive, happier staff

Monitoring and assessment • Independent noise and light recording and observation, both before and during the trial study

• Marketing questionnaire, conducted with local residents during the trial study

Noise and light monitoringThe format would vary depending on the location and perceived noise and light issues. But it is likely to consist of the following.

Noise

Measurements to give a detailed description of noise over a single 24 hour period, carried out by an on-site technician. These measurements can show the effect of specific events, such as a delivery vehicle arriving.



Over a 24 hour period, five minute samples of the noise climate would be taken at various times. This would be at a residential location deemed to be the one most likely to be adversely affected by noise and light pollution. A technician would attend for a total of 24 hours over seven days. During these sampling periods the technician would record the standard noise indices (LAeq, LA10, LA90 and Lmax) together with one-third octave frequency information. The technician would also keep a diary of noise sources and activities.

Light

Light monitoring determines whether the headlights of delivery vehicles, external floodlights, warehouse lights or any other activities associated with deliveries would affect nearby premises. Monitoring measures the light falling on the façade of buildings near the delivery area, in candelas per m2. The results of the monitoring should show whether any light from night-time deliveries is in keeping with established levels and residents are not being disturbed. If so, could the data then be used in a submission to the local authority seeking a relaxation of delivery restrictions?

If the monitoring shows that residents are being disturbed, what could the retailer do to improve the situation? And are any such improvements viable, practical and cost effective for the retailer to carry out before seeking a relaxation of delivery restrictions?

Marketing questionnaireA research survey

A marketing questionnaire can provide useful and constructive data to supplement the trial study model. It would reinforce the most important aspects of the study – the views of the community.

Here is a sample methodology.

Background

The research aims to understand the effect of night-time deliveries to supermarkets at night on the quality of life of residents.

Method and sample

Face-to-face doorstep interviews with a predetermined number of residents.

Context and objectives

The questionnaire aims to identify whether residents had noticed any impact on their quality of life as a result of a delivery being moved from day to night-time. The research should focus on:

• noise from vehicles, drivers and staff

• light from vehicles and store

• pollution/emissions

• other negative environmental effects

• effects on traffic

Interviewers should not refer to night-time deliveries directly in case they trigger a response based on residents’ pre-conception of the disturbance these might cause. The questionnaire would cover the following areas and further probing would follow, depending on interviewee response:

• traffic levels

• parking

• pollution from vehicles

• daytime traffic noise levels

• night-time traffic noise levels

• daytime other noise levels

• night-time other noise levels



• litter

• night-time light pollution

The marketing research company’s conclusions would need to be evaluated to establish:

• whether residents’ quality of life was affected by night-time delivery

• whether indications that residents’ quality of life was not harmed, together with positive noise and light monitoring data, which could be used in a submission seeking a relaxation of delivery restrictions

• what remedial steps the retailer would need to take if the results were less positive

• whether such steps are practical and cost effective

ConclusionA relaxation of delivery restrictions requires:

• realistic appraisal of a store where a trial study would be likely to succeed

• an accurate and comprehensive assessment of the site

• all aspects of the trial study project checklist followed

• all due diligence in the trial study procedures, training and protocols

• suitable monitoring and assessment by impartial organisations

• a transparent audit trail to ensure good practice compliance

A well researched and formulated trial study, carried out in keeping with the above, should give positive results that may be used when applying to a local authority for a relaxation of delivery restrictions.

If evidence from a successful trial study results in approval for relaxation of delivery restrictions, it would set a useful precedent that could be applied more widely.



Part Six: About the templates

The toolkit contains a range of templates. They are not definitive, but provide structured guidelines that you can adapt to fit your needs.

The templates were developed from trial studies carried out over a three-month period in 2005. These trial studies involved a leading British supermarket retailer in co-operation with a London based transport organisation.

The templates illustrate an imaginary supermarket retailer – ‘Tindill’ – and transport group – ‘UK TrafficMove’. The trial study is located in the fictional town of ‘Anytown’.

Annex A Consultation: Sample letter from a retailer to a local authority

Annex B Consultation: Sample market research questionnaire

Annex C So you want to undertake a trial study? – Sample retailer checklist

Annex D Checklists for night-time delivery site investigation reports – blank

Annex E Checklists for night-time delivery site investigation reports – completed

Annex F Night-time delivery – Partners’ tasks/outputs/responsibilities – blank

Annex G Night-time delivery – Partners’ tasks/outputs/responsibilities – completed

Annex H Night-time delivery training manuals



Annex A: Consultation: Sample letter from a retailer to a local authority

Dear [Client’s name here]

Tindill Night-Time Delivery Trial

[Name of either retailer and/or project partner goes here] would like to assess impartially the impact of night-time deliveries to food stores. These deliveries have the potential to reduce traffi c congestion and improve safety and the environment. We feel such a trial would also improve operational effi ciency.

[Name of either retailer and/or project partner goes here] role is to ensure that any such trial balances operational effi ciency with the needs of residents, and to ensure the rigour of the research techniques.

We want to carry out a night-time delivery trial at the Tindill store at [insert address]. We propose a three-month night-time delivery trial starting in [Month]. We will also conduct technical monitoring and face-to-face consultation one month into the trial. The technical monitoring will objectively measure noise and light emissions while the consultation will gauge residents’ views on local environmental issues. The attached questionnaire would form the basis of this consultation.

At present the store voluntarily restricts deliveries between 10pm and 7am. Anecdotally we believe this increases traffi c congestion, reduces effi ciency and, with peak congestion travelling time, increases delivery vehicle fuel consumption with attendant increases in emissions and air pollution.

We have produced the attached document, Making Night-Time Deliveries: Methodology and Guidance. This sets out the methodology we will follow when conducting the night-time delivery trial in order to minimise or mitigate any adverse effects on residents.

The methodology is in three parts.

• Site investigation report – this describes the current situation, our proposed operational changes, their anticipated effects and some initial improvements. The report also includes staff training requirements and a protocol to help in handling any complaints relating to the trial

• Technical monitoring – this offers guidance on conducting noise and light monitoring. The monitoring is to identify the day and night-time noise and light levels. Monitoring will measure both ‘before’ (current situation) and ‘after’ (during trial study). Monitoring will be conducted independently by consultants appointed by [Name of either retailer and/or project partner goes here]

• Consultation – one month into the trial, residents who stand to be affected by night-time deliveries will be consulted to determine their views on local environmental issues. We will not tell residents of the trial in advance so as not to bias the outcome of the survey. An independent market research fi rm will consult on behalf of [Name of either retailer and/or project partner]

We hope that the methodology will allow the trial of night-time deliveries to go ahead without a noise abatement notice being served on the store.

We would be grateful for your comments on our proposed approach and any concerns that you may have. Should you need any further information please do not hesitate to contact [name] on telephone [number].



Annex B: Consultation: sample market research questionnaire

MARKET RESEARCH QUESTIONNAIRE

Job number Serial number Card

(1) (2) (3) (4) (5) (6) (7) (8)

0 7 8 7

Good afternoon/evening. My name is ______________ and I am an independent research consultant/from an independent market research company – and I’m conducting some research into local transport issues amongst local residents on behalf of [name of questionnaire commissioning party].

Have you got a few minutes to answer some questions?

QA Can I just check first of all – is this your normal place of residence?

Yes Continue

No Close

QB And, approximately, how long have you been living here?

(11)

Less than a week Close

1-4 weeks Close

Longer than a month – less than 6 months continue 1

6-12 months continue 2

1-2 years continue 3

Longer continue 4

Don’t know continue 5

Q1 [Name of questionnaire commissioning party] is interested in hearing local residents’ views about the area in which they live. First of all, taking all things into account, how satisfied are you with this area?

Show card

Not at all Completely satisfied satisfied

0 1 2 3 4 5 6 7 8 9 10 dk ()

Q2 Why do you say that?

Score 0-5



Score 6-10

Q3 And how satisfied are you with each of the following specific local issues? Show card

Traffic levels


0 1 2 3 4 5 6 7 8 9 10 dk ()

Availability of parking


0 1 2 3 4 5 6 7 8 9 10 dk ()

Levels of pollution from vehicles


0 1 2 3 4 5 6 7 8 9 10 dk ()

Traffic noise levels – daytime


0 1 2 3 4 5 6 7 8 9 10 dk ()

Traffic noise levels – night-time


0 1 2 3 4 5 6 7 8 9 10 dk ()

Other noise levels – daytime


0 1 2 3 4 5 6 7 8 9 10 dk ()

Other noise levels – night-time


0 1 2 3 4 5 6 7 8 9 10 dk ()

Litter


0 1 2 3 4 5 6 7 8 9 10 dk ()



Light pollution – night-time


0 1 2 3 4 5 6 7 8 9 10 dk ()

Q4 For each of these issues I would like you to tell me...

a) whether or not there has been any change over the last few months and, if so,

b) is it better or worse?

Show card

a) Change b)

Yes No Much better Better Worse Much worse Traffic levels 1 2 () 1 2 3 4

Parking () 1 2 () 1 2 3 4

Pollution from vehicles () 1 2 () 1 2 3 4

Daytime traffic noise levels () 1 2 () 1 2 3 4

Night-time traffic noise levels () 1 2 () 1 2 3 4

Daytime other noise levels () 1 2 () 1 2 3 4

Night-time other noise levels () 1 2 () 1 2 3 4

Litter () 1 2 () 1 2 3 4

Light pollution, night-time () 1 2 () 1 2 3 4

If any coded ‘Worse’ or ‘Much worse’ at Q4b continue – others skip to Classification

Q5a Ask for all issues which are Worse or Much worse (Q4b any codes 3 or 4)

Why is it now worse than before with regard to (Q4b)? Probe fully for reasons/causes

Traffic levels

()



Parking

()

Pollution from vehicles

()

Daytime TRAFFIC noise levels

()

Night-time TRAFFIC noise levels (probe very fully here – why is it worse, where is it coming from, what has been the impact, etc)

()

Daytime OTHER noise levels

()

Night-time OTHER noise levels

()

Litter

()

Light pollution, night-time (probe very fully here – why is it worse, where is it coming from, what has been the impact, etc)

()



Q5b Ask for all issues which are worse or much worse (Q4b any codes 3 or 4) And what do you think could be done to improve the situation (Q4b)? Probe fully for improvements

Traffic levels

()

Parking

()

Pollution from vehicles

()

Daytime TRAFFIC noise levels

()

Night-time TRAFFIC noise levels

()

Daytime OTHER noise levels

()

Night-time OTHER noise levels

()

Litter

()



Light pollution, night-time

()

Q6 a) Have you taken any action with regard to (.........any considered worse or much worse at Q4b)?

b) Are you planning to take any action with regard to (...........any considered worse or much worse at Q4b)?

a) b) Yes No Yes No DK

Traffic 1 2 () 1 2 3 ()

Parking () 1 2 () 1 2 3

Pollution from vehicles () 1 2 () 1 2 3

Daytime traffic noise levels () 1 2 () 1 2 3

Night-time traffic noise levels () 1 2 () 1 2 3

Daytime other noise levels () 1 2 () 1 2 3

Yes No Yes No DK

Night-time other noise levels () 1 2 () 1 2 3

Litter () 1 2 () 1 2 3

Light pollution, night time () 1 2 () 1 2 3

If no action taken or considered continue – others skip to Q8

Q7 Why aren’t you considering any action?

Do not prompt – probe fully

Don’t know who to complain to* 1

Not really that bad 2

Not worth it 3

No point – nothing would be done about it 4

Doesn’t really affect me 5

Moving house soon 6

Other 7

* If code 1, ask if respondent would like us to pass their name on to [name of questionnaire commissioning party]

Yes 1

No 2

Any action already taken at Q6a continue – others skip to Q9



Q8 What action have you taken regarding (...Q6a)? Probe – anything else?

Do not prompt – allow multicode

Traffic Parking Vehicle pollution

Day traffic noise

Night traffic noise

() () () () ()

Contacting local council 1 1 1 1 1

Contacting local residents’ society/group 2 2 2 2 2

Contacting organisation responsible for problem (eg national rail, shops, pubs/bars etc)

3 3 3 3 3

Contacting police 4 4 4 4 4

Monitoring problem 5 5 5 5 5

Contacting [name of questionnaire commissioning party] 6 6 6 6 6

Contacting the local authority 7 7 7 7 7

Other (write in) 8 8 8 8 8

Day – other noise

Night – other noise

Litter Light pollution

Contacting local council () () () ()

Contacting local residents’ society/group 1 1 1 1


2 2 2 2

Contacting police 3 3 3 3

Monitoring problem 4 4 4 4

Contacting [name of questionnaire commissioning party] 5 5 5 5

Contacting the local authority 6 6 6 6

Other (write in) 7 7 7 7

8 8 8 8

Any action being considered at Q6b continue – others skip to Classification



Q9 What action are you considering regarding (...Q6b)? Probe – anything else?

Do not prompt – allow multicode

Traffic Parking Vehicle pollution

Day traffic noise

Night traffic noise

() () () () ()

Contacting local council 1 1 1 1 1

Contacting local residents’ society/group 2 2 2 2 2


3 3 3 3 3

Contacting police 4 4 4 4 4

Monitoring problem 5 5 5 5 5

Contacting [name of questionnaire commissioning party] 6 6 6 6 6

Contacting the local authority 7 7 7 7 7

Other (write in) 8 8 8 8 8

Day – other noise

Night – other noise

Litter Light pollution

() () () ()

Contacting local council 1 1 1 1

Contacting local residents’ society/group 2 2 2 2


3 3 3 3

Contacting police 4 4 4 4

Monitoring problem 5 5 5 5

Contacting [name of questionnaire commissioning party] 6 6 6 6

Contacting the local authority 7 7 7 7

Other (write in) 8 8 8 8

CLASSIFICATION

Name

Address

Postcode

Tel no (unless asked above)



Occupation of head of household (write in)

Occupation/job title of the person who contributes most financially to the household (WRITE IN)

Age 18-24 1

25-34 2

35-44 3

45-54 4

55+ 5 ()

SEG AB 1

C1 2

C2 3

DE 4

Sex: Male 1

Female 2

Working status () Adults in HH ()

Full time 1 One 1

Part time 2 Two 2

Unemployed – seeking work 3 Three or more 3

Not working 4

Student 5

Retired 6

Children (ages under 5) in HH () Children (ages 6-15) in HH ()

None 1 None 1

One 2 One 2

Two 3 Two 3

Three plus 4 Three plus 4

Interview length (mins)

Thank you very much for your help

I confirm that this interview was administered according to the MRS Code of Conduct

Interviewer Date Signature


Delivering the goods: a toolkit for improving night-time deliveriesA

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load

ing

nois

e, t

akin

g ab

ove

into

acc

ount

Y

Proc

eed →

• di

stan

ce a

nd lo

catio

n of

res

iden

tial p

rope

rty.

Acc

epta

ble?

Y/N

Pr

ocee

d on

ly if

Y →

St

age

3

STA

GE

3 –

CO

ST IM

PLIC

ATI

ON

S

Pro

gre

ss p

ath

Ch

eck

Y/N

A

ctio

n

Mo

ve t

o

1

A f

ull c

ost

eval

uatio

n co

verin

g

•

unlo

adin

g in

fras

truc

ture

cha

nges

inco

rpor

atin

g Y

Proc

eed →

–

•

nois

e re

duct

ion/

impr

ovem

ent

incl

udin

g

•

soun

d de

aden

ing

scre

ens/

wal

ls/e

lect

ric s

hutt

er o

pera

tion;

Y

Pr

ocee

d →

–

•

sile

nt r

unni

ng p

ump

truc

ks

Y Pr

ocee

d →

–

•

chan

ges

to s

tore

per

sonn

el

Y Pr

ocee

d →

St

age

4

Cont

inue

d on

nex

t pa

ge


Delivering the goods: a toolkit for improving night-time deliveriesST

AG

E 4

– C

OST

DEC

ISIO

N

Pro

gre

ss p

ath

Ch

eck

Y/N

A

ctio

n

Mo

ve t

o

1

Is t

he c

umul

ativ

e ex

pend

iture

req

uire

d co

st e

ffec

tive

for

a c

urfe

w in

itiat

ive

with

thi

s st

ore?

Y/

N

Pr

ocee

d on

ly if

Y →

St

age

5

STA

GE

5 –

CU

RFE

W T

YPE

Pro

gre

ss p

ath

Ch

eck

Y/N

A

ctio

n

Mo

ve t

o

1

Esta

blis

h na

ture

of

curf

ew –

EH

O/L

A o

r vo

lunt

ary

Y Pr

ocee

d →

St

age

6

STA

GE

6 –

CO

MM

UN

ICA

TIO

N/L

OC

AL

RES

IDEN

TS A

ND

LO

CA

L A

UTH

OR

ITY

Pro

gre

ss p

ath

Ch

eck

Y/N

A

ctio

n

Mo

ve t

o

1

If cu

rfew

of

EHO

/LA

nat

ure,

info

rm a

nd c

omm

unic

ate

as a

pre

-req

uisi

te,

prio

r to

tria

l-stu

dy, t

he f

ollo

win

g:

•

cons

ult/

info

rm lo

cal a

utho

rity

of p

ropo

sals

Y

Proc

eed →

–

•

loca

l res

iden

ts

2 If

curf

ew o

f vo

lunt

ary

natu

re, i

nfor

m a

nd c

omm

unic

ate,

as

Y Pr

ocee

d →

–

a

pre-

requ

isite

, prio

r to

tria

l stu

dy, t

he f

ollo

win

g:

•

cons

ult/

info

rm lo

cal a

utho

rity

of p

ropo

sals

Y

Proc

eed →

–

•

loca

l res

iden

ts –

if s

o ag

reed

by

both

par

ties

Y Pr

ocee

d →

–

3

If cu

rfew

of

volu

ntar

y na

ture

, inf

orm

and

com

mun

icat

e, p

rior

to t

rial-s

tudy

, us

ing

or n

ot u

sing

the

fol

low

ing,

dep

ende

nt u

pon

site

spe

cific

circ

umst

ance

s:

•

crea

te s

tore

dis

play

, dep

ictin

g pr

opos

als

Y Pr

ocee

d →

–

•

dist

ribut

e lo

cal ‘

flyer

’ to

resi

dent

s de

taili

ng p

ropo

sals

Y Pr

ocee

d →

–

•

esta

blis

h st

ore

cont

act

to a

ddre

ss r

esid

ents

’ con

cern

s Y

Proc

eed →

–

•

info

rm lo

cal c

ounc

illor

, in

advi

sory

man

ner,

of p

ropo

sals

Y Pr

ocee

d →

St

age

7

STA

GE

7 –

LOC

AL

AU

THO

RIT

Y

Pro

gre

ss p

ath

Ch

eck

Y/N

A

ctio

n

Mo

ve t

o

1

If EH

O c

urfe

w p

roce

ed a

s pe

r fir

st b

ulle

t po

int

of 1

abo

ve

Y Pr

ocee

d →

–

2

Com

bine

d Ti

ndill

/UKT

raffi

cMov

e re

pres

enta

tion

to lo

cal a

utho

rity

Y Pr

ocee

d →

–

3

Inte

grat

ed in

volv

emen

t of

Tin

dill

Esta

te M

anag

ers

Y Pr

ocee

d →

–

4

Such

rep

rese

ntat

ion

to b

e ba

sed

on e

nviro

nmen

tal g

roun

ds a

s pr

imar

y co

nsid

erat

ion

Y Pr

ocee

d →

–

5

Mee

tings

with

loca

l aut

horit

y re

pres

enta

tives

as

requ

ired

Y Pr

ocee

d →

–

Aw

ait

appr

oval

(or

othe

rwis

e) o

f pr

opos

al b

y lo

cal a

utho

rity

Y/N

Pr

ocee

d →

–

6

If pr

opos

al r

ejec

ted,

con

side

r ap

peal

Y/

N

Proc

eed →

–

7

If ap

peal

suc

cess

ful a

nd/o

r ap

prov

al g

rant

ed

Y Pr

ocee

d →

St

age

8



AG

E 8

– SI

TE IN

VES

TIG

ATI

ON

REP

OR

T

Pro

gre

ss p

ath

Ch

eck

Y/N

A

ctio

n

Mo

ve t

o

1

Prep

are

full

and

com

preh

ensi

ve s

ite in

vest

igat

ion

repo

rt, i

ncor

pora

ting

and

Y Pr

ocee

d →

St

age

9

em

ploy

ing,

as

appr

opria

te, a

ll ac

tions

tak

en in

Sta

ge

1 –

Stag

e 7

abov

e.

Circ

ulat

ion

and

agre

emen

t be

twee

n tr

ial-s

tudy

par

tner

s.

STA

GE

9 –

PRE

IMPL

EMEN

TATI

ON

REQ

UIR

EMEN

TS

Pro

gre

ss p

ath

Ch

eck

Y/N

A

ctio

n

Mo

ve t

o

1

Phys

ical

infr

astr

uctu

re c

hang

es/e

nhan

cem

ents

as

requ

ired

to s

tore

unl

oadi

ng a

rea

Y Pr

ocee

d →

–

2

Mod

ifica

tions

and

impr

ovem

ents

/equ

ipm

ent

purc

hase

, as

deem

ed n

eces

sary

to

Y Pr

ocee

d →

–

less

en n

oise

dis

turb

ance

3

Retr

aini

ng o

f st

ore

staf

f in

unl

oadi

ng/lo

adin

g –

best

pra

ctic

e Y

Proc

eed →

–

4

Trai

ning

of

stor

e re

cept

ion

staf

f in

‘com

plai

nts’

pro

cedu

re

Y

Proc

eed →

–

5

Trai

ning

of

duty

man

ager

in ‘c

ompl

aint

s’ p

roce

dure

Y

Proc

eed →

–

6

Driv

er t

rain

ing

in p

roce

dure

s an

d co

mm

unic

atio

n Y

Proc

eed →

–

7

Revi

ew o

f fle

et s

peci

ficat

ions

ens

urin

g co

mpl

ianc

e w

ith p

ropo

sal r

equi

rem

ents

Y

Pr

ocee

d →

–

8

Esta

blis

h m

axim

um d

eliv

ery

dura

tion

– w

orst

cas

e sc

enar

io

Y Pr

ocee

d →

St

age

10

STA

GE

10 –

TR

IAL-

STU

DY

Pro

gre

ss p

ath

Ch

eck

Y/N

A

ctio

n

Mo

ve t

o

1

Noi

se a

nd li

ght

inde

pend

ent

cont

rolle

d m

onito

ring

of n

oise

and

ligh

t po

llutio

n Y

Proc

eed →

–

of n

oise

and

ligh

t po

llutio

n pr

ior

to a

nd d

urin

g tr

ial-s

tudy

2

Com

para

tive

mon

itorin

g of

:

•

dura

tion

of d

eliv

ery

(pre

tria

l to

tria

l) Y

Proc

eed →

–

•

traf

fic c

onge

stio

n (p

re t

rial t

o tr

ial)

Y Pr

ocee

d →

–

•

acce

ss a

nd s

afet

y co

nsid

erat

ions

Y

Proc

eed →

St

age

11

Cont

inue

d on

nex

t pa

ge



AG

E 11

– E

VA

LUA

TIO

N O

F TR

IAL-

STU

DY

Pro

gre

ss p

ath

Ch

eck

Y/N

A

ctio

n

Mo

ve t

o

1

Eval

uatio

n re

port

of

inde

pend

ent

nois

e an

d lig

ht m

onito

ring

agen

cy a

vaila

ble

in t

he p

ublic

dom

ain.

If r

epor

t be

nign

, com

bine

with

tria

l-stu

dy p

artn

ers

dem

onst

ratin

g re

cord

ed b

enefi

ts:

•

impr

oved

veh

icul

ar a

cces

s to

sto

re

Y Pr

ocee

d →

–

•

impr

oved

saf

ety

cons

ider

atio

ns a

t st

ore

Y

Proc

eed →

–

•

redu

ced

cong

estio

n at

sto

re a

nd s

urro

undi

ng r

oads

Y

Proc

eed →

–

•

less

ened

veh

icle

usa

ge –

few

er d

eliv

erie

s Y

Proc

eed →

–

•

mor

e ef

ficie

nt v

ehic

le o

pera

tion

with

com

men

sura

te r

educ

ed f

uel

cons

umpt

ion,

red

uced

em

issi

ons

•

com

mer

cial

ben

efits

incl

udin

g im

prov

ed p

rodu

ct a

vaila

bilit

y, in

crea

sed

sale

s, g

reat

er c

usto

mer

sat

isfa

ctio

n, le

ssen

ed f

ood

was

tage

, mor

e ef

ficie

nt

use

of s

taff

and

war

ehou

se s

pace

Y

Proc

eed →

St

age

12

STA

GE

12 –

PO

ST T

RIA

L ST

UD

Y

Pro

gre

ss p

ath

Ch

eck

Y/N

A

ctio

n

Mo

ve t

o

1

If cu

rfew

of

volu

ntar

y na

ture

, inf

orm

and

com

mun

icat

e, a

s

Y Pr

ocee

d →

–

appr

opria

te, t

he p

ropo

sal t

o m

ake

tria

l stu

dy d

eliv

erie

s a

perm

anen

t

fe

atur

e, b

y th

e m

etho

ds e

mpl

oyed

at

Stag

e 6

2

If cu

rfew

of

envi

ronm

enta

l hea

lth n

atur

e, p

erfo

rm s

tage

s as

Y

Proc

eed →

–

desc

ribed

at

3 be

low

3

Info

rm lo

cal a

utho

rity

of p

ropo

sal t

o m

ake

tria

l stu

dy d

eliv

erie

s a

perm

anen

t

feat

ure.

(It

is a

ssum

ed t

hat

prev

ious

ly c

ondu

cted

neg

otia

tions

with

LA

wou

ld

have

inco

rpor

ated

suc

h pr

opos

al t

o be

mad

e, s

ubje

ct t

o a

succ

essf

ul t

rial s

tudy

an

d po

sitiv

e lo

cal r

esid

entia

l fee

dbac

k.)

Y Pr

ocee

d →

–

4

Ass

umin

g pr

opos

al a

ccep

ted

irres

pect

ive

of c

urfe

w n

atur

e,

Y Pr

ocee

d →

–

impl

emen

t pe

rman

ent

deliv

ery

prop

osal

5

Reas

sure

loca

l aut

horit

y, lo

cal c

ounc

illor

, and

loca

l res

iden

ts o

f in

tent

ion

to

have

per

man

ent

stor

e co

ntac

t av

aila

ble

for

rece

ivin

g an

d ad

dres

sing

any

as

pect

of

resi

dent

ial c

once

rn w

ith r

egar

d to

del

iver

ies

Y Pr

ocee

d →

En

d



nn

ex D

: C

hec

klis

ts f

or

nig

ht-

tim

e d

eliv

ery

site

in

vest

igat

ion

rep

ort

s –

bla

nk

1.1

Sto

re l

evel

su

rvey

(t

o be

com

plet

ed b

y re

taile

r)

Cu

rren

t si

tuat

ion

Co

mm

ent

Cri

teri

a m

et

Stor

e na

me

and

addr

ess

Stor

e m

anag

er n

ame

and

cont

act

deta

ils, i

nclu

ding

oth

er r

elev

ant

cont

acts

Curf

ew t

ype

and

times

res

tric

ted

Del

iver

y tim

e

Del

iver

y fr

eque

ncy

– lo

rry

type

and

num

ber

Prov

ide

deta

ils o

n ad

ditio

nal d

eliv

ery

lorr

ies

for

brea

d, m

ilk, c

igar

ette

s,

new

spap

ers,

etc

Dis

tanc

e in

km

s tr

avel

led

per

lorr

y

Fuel

use

in li

tres

Lorr

y ro

ute

from

RD

C to

sto

re

Prov

ide

com

men

ts d

etai

ling

curr

ent

prob

lem

s an

d is

sues

and

how

the

y m

ay, i

f re

quire

d, b

e re

solv

ed (m

ax 1

50 w

ords

)

Evid

ence

in t

he f

orm

of

phot

o’s

deta

iling

cur

rent

con

cern

s

Co

mm

erci

al o

pti

mu

m –

pre

ferr

ed d

eliv

ery

situ

atio

n

Co

mm

ent

Cri

teri

a m

et

Del

iver

y tim

e

Del

iver

y fr

eque

ncy

– lo

rry

type

and

num

ber

Will

the

num

ber

of lo

rrie

s de

liver

ing

to t

he s

tore

dec

reas

e?

Is t

here

an

oppo

rtun

ity f

or m

erge

d lo

ads?

Will

lorr

y re

use

occu

r?

Redu

ctio

n in

km

s tr

avel

led

Fuel

sav

ings

in li

tres

/em

issi

on s

avin

gs

Lorr

y ro

ute

from

RD

C to

sto

re (i

f di

ffer

ent

to a

bove

)

Prov

ide

supp

ortin

g co

mm

ents

on

how

cha

ngin

g th

e de

liver

y si

tuat

ion

to

the

com

mer

cial

opt

imum

will

impr

ove

loca

l con

ditio

ns (m

ax 1

50 w

ords

)


Delivering the goods: a toolkit for improving night-time deliveries1.2

Ph

ysic

al l

evel

su

rvey

(to

be c

ompl

eted

by

reta

iler)

Lorr

y ac

cess

Co

mm

ent

Cri

teri

a m

et

Prov

ide

a br

ief

desc

riptio

n of

the

gen

eral

are

a

Loca

l acc

ess

road

typ

e an

d di

men

sion

s

Loca

l acc

ess

road

con

ditio

n. Id

entif

y al

so p

ossi

ble

nois

e so

urce

s –

kerb

s,

drai

ns e

tc

Doe

s th

e lo

cal a

cces

s ro

ad r

equi

re r

epai

rs t

o re

duce

noi

se?

Det

ail t

he im

med

iate

del

iver

y ba

y ac

cess

Com

men

t on

per

ceiv

ed c

hang

es t

o th

e lo

cal a

cces

s ro

ad o

r de

liver

y ba

y ac

cess

roa

d th

at c

ould

impr

ove

cond

ition

s (if

any

)

Prov

ide

a pl

an d

etai

ling

the

lorr

y pa

th, r

esid

entia

l loc

atio

ns a

nd t

he

deliv

ery

area

Phot

os s

how

ing

the

lorr

y pa

th a

nd r

oad

cond

ition

incl

udin

g th

e de

liver

y ba

y ac

cess

Lorr

y n

ois

e an

d li

gh

tC

om

men

tC

rite

ria

met

Com

plia

nce

with

DfT

bes

t pr

actic

e (c

ontr

ol o

f bo

dy n

oise

fro

m c

omm

erci

al

vehi

cles

)

Iden

tify

lorr

y an

d tr

aile

r ty

pe a

nd m

odel

Iden

tify

all l

orry

noi

se s

ourc

es a

nd h

ow t

hey

can

be r

educ

ed

Iden

tify

all l

orry

ligh

t so

urce

s an

d ho

w t

hey

can

be r

educ

ed

Un

load

ing

are

aC

om

men

tC

rite

ria

met

Type

of

deliv

ery

bay

and

cond

ition

Num

ber

of a

nd p

roxi

mity

of

resi

dent

s (a

nd o

ther

sen

sitiv

e es

tabl

ishm

ents

) to

the

unl

oadi

ng a

rea/

deliv

ery

bay.

Pro

vide

rel

evan

t ad

dres

ses

Met

hod

of u

nloa

ding

and

equ

ipm

ent

used

Iden

tify

all n

oise

s as

soci

ated

with

the

unl

oadi

ng o

f th

e lo

rry

Plan

dra

win

g of

the

del

iver

y ba

y ar

ea

Phot

os o

f th

e de

liver

y ba

y/un

load

ing

area

Sto

re r

elat

ion

ship

wit

h lo

cal r

esid

ents

C

om

men

tC

rite

ria

met

Park

ing

avai

labi

lity



Cont

inue

d on

nex

t pa

ge

Curr

ent

traf

fic c

ondi

tions

and

con

gest

ion

issu

es

Hea

lth a

nd s

afet

y co

ncer

ns

Iden

tify

any

prev

ious

res

iden

tial c

onta

ct a

nd/o

r co

mpl

aint

s

1.3

Am

elio

rati

ve m

easu

res

(to

be c

ompl

eted

by

reta

iler)

Lorr

y an

d t

raile

rC

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Intr

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the

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port


Delivering the goods: a toolkit for improving night-time deliveriesPl

an d

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liver

y tim

es, h

eavy

tra

ffic

and

cong

estio

n. A

t pr

opos

ed

deliv

ery

times

, lig

ht t

raffi

c co

nditi

ons

and

no c

onge

stio

n

Hea

lth a

nd s

afet

y co

ncer

nsA

t pr

esen

t de

liver

y tim

es –

the

pre

senc

e of

tra

ffic

and

pede

stria

ns. A

t pr

opos

ed d

eliv

ery

times

– a

n ab

senc

e of

tra

ffic

and

pede

stria

ns

Iden

tify

any

prev

ious

res

iden

tial c

onta

ct a

nd/o

r co

mpl

aint

sTo

be

inve

stig

ated

– s

ee s

ite s

urve

y/in

vest

igat

ion

repo

rt

1.3

Am

elio

rati

ve m

easu

res

(to

be c

ompl

eted

by

reta

iler)

Lorr

y an

d t

raile

rC

om

men

tC

rite

ria

met

Lorr

y di

esel

pow

ered

Yes

Trai

ler

to b

e eq

uipp

ed w

ith d

isc

brak

es a

nd r

oad

frie

ndly

sus

pens

ion

Yes

Ensu

re t

raile

r sh

utte

r is

mod

ern

and

wel

l mai

ntai

ned

Yes

– al

l tra

ilers

are

sub

ject

to

man

dato

ry s

ervi

cing

eve

ry s

ix w

eeks

Ensu

re r

ever

sing

ala

rm is

sw

itche

d of

fYe

s. D

etai

ls in

driv

er t

rain

ing

docu

men

tatio

n

Ensu

re c

ab r

adio

and

ref

riger

atio

n un

it ar

e sw

itche

d of

f w

hen

lorr

y is

be

ing

unlo

aded

Yes.

Det

ails

in d

river

tra

inin

g do

cum

enta

tion

Ensu

re h

igh

beam

s an

d he

adlig

hts

are

not

used

. Sid

elig

hts

are

to b

e us

ed

as s

oon

as s

afel

y po

ssib

le a

nd s

witc

hed

off

whe

n no

t in

use

Yes.

Det

ails

in d

river

tra

inin

g do

cum

enta

tion

Intr

oduc

tion

of r

ev li

mite

rsTr

acto

r un

its h

ave

audi

ble

alar

ms

indi

catin

g ov

er r

evvi

ng

Iden

tify

any

othe

r m

easu

res

to r

educ

e lo

rry

and

trai

ler

nois

e an

d lig

htBe

st p

ract

ice

– dr

iver

tra

inin

g

Del

iver

y b

ay/a

rea

Co

mm

ent

Cri

teri

a m

et

Ensu

re r

olle

r sh

utte

rs a

re m

oder

n an

d w

ell m

aint

aine

dEl

ectr

onic

ally

ope

rate

d sh

utte

r su

bjec

t to

mai

nten

ance

ser

vice

Inst

all e

lect

roni

c do

ors

or e

nclo

se m

etal

cha

in in

rubb

er s

heat

hYe

s –

as a

pplic

able

Inst

all r

ubbe

r m

atte

d flo

or w

here

app

ropr

iate

Lift

floo

r ar

ea c

ompr

isin

g of

syn

thet

ic c

over

ing

Ensu

re r

ubbe

r bu

ffer

s/pa

ddin

g ar

e in

stal

led

to s

ciss

or li

fts

whe

re

appr

opria

tePa

ddin

g ap

plie

d w

here

app

ropr

iate

Repa

ir da

mag

ed a

nd u

neve

n as

phal

t/con

cret

e de

liver

y ba

y flo

or

War

ehou

se in

tern

al fl

oor

soun

d an

d up

to

stan

dard

Ensu

re m

oder

n, w

ell m

aint

aine

d pa

llet

jack

s an

d ot

her

equi

pmen

t is

use

d.

Rubb

er w

heel

s ar

e in

trod

uced

whe

re a

ppro

pria

tePa

llet

jack

s –

neop

rene

whe

el e

quip

ped,

and

sub

ject

to

man

ufac

ture

r’s

mai

nten

ance

con

trac

t

Inst

alla

tion

of s

ound

dea

deni

ng c

anop

ies,

scr

eens

or

wal

lsW

alle

d ea

ster

n fa

ce –

ext

endi

ng c

anop

y -2

yrs

old

– in

exi

sten

ce



Cont

inue

d on

nex

t pa

ge

Tens

ion

roll

cage

s w

here

app

ropr

iate

to

stop

loos

e m

etal

par

tsN

ot a

pplic

able

– p

alle

tised

del

iver

y on

ly

Iden

tify

any

othe

r mea

sure

s to

redu

ce d

eliv

ery

bay

noise

and

ligh

tBe

st p

ract

ice

– st

ore

and

driv

er t

rain

ing

– Ex

tern

al b

ay a

rea

Is s

cree

ning

app

ropr

iate

for

red

ucin

g lig

ht g

lare

?N

ot a

pplic

able

– e

xist

ing

scre

en c

onta

ins

light

gla

re w

ithin

Shou

ld la

mp

pole

hei

ghts

be

adju

sted

to

min

imis

e lig

ht g

lare

?N

ot a

pplic

able

– n

o po

led

light

s in

situ

Is t

he fi

ttin

g of

lam

p ho

ods

to r

educ

e lig

ht g

lare

/loss

app

ropr

iate

?N

ot a

pplic

able

– in

tern

al b

ay li

ghtin

g –

hood

(s) fi

tted

if a

ppro

pria

te

Are

ligh

ts a

ngle

d to

ens

ure

that

ligh

ting

is w

here

it is

nee

ded?

Yes

– on

inte

rnal

bay

ligh

ting

Is t

he s

uper

mar

ket

adja

cent

to

natu

re r

eser

ve?

If so

, the

pot

entia

l im

pact

s of

nig

ht-t

ime

nois

e an

d lig

ht o

n bi

odiv

ersi

ty a

re t

o be

con

side

red

and

miti

gatio

n m

easu

res

deve

lope

d

Not

app

licab

le

1.4

Tra

inin

g g

uid

elin

es (t

o be

com

plet

ed b

y re

taile

r)

Dri

ver

trai

nin

gC

om

men

tC

rite

ria

met

Ensu

re t

he d

river

is a

war

e of

the

impo

rtan

ce o

f qu

iet

driv

ing

Exis

ting

in-h

ouse

driv

er t

rain

ing

and

driv

er’s

man

ual

Fam

iliar

ise

driv

er w

ith a

cces

s pa

th a

nd d

eliv

ery

bay/

area

Driv

ers’

aw

are

Driv

er t

o be

tra

ined

in a

ppro

pria

te a

ccel

erat

ion,

bra

king

and

man

oeuv

ring

with

in t

he a

cces

s ro

ad a

nd d

eliv

ery

bay

Exis

ting

in-h

ouse

driv

er t

rain

ing

and

driv

er’s

man

ual

Reve

rsin

g al

arm

and

rad

io t

o be

sw

itche

d of

fD

river

s’ a

war

e –

driv

er’s

man

ual

App

ropr

iate

ope

ning

/clo

sing

of

cabi

n do

ors

and

trai

ler

shut

ter

Driv

ers’

aw

are

– dr

iver

’s m

anua

l

Sens

itive

use

of

head

light

sD

river

s’ a

war

e –

driv

er’s

man

ual

Sto

re s

taff

tra

inin

g –

un

load

ing

pro

ced

ure

sC

om

men

tC

rite

ria

met

Ensu

re s

tore

sta

ff a

re a

war

e of

the

impo

rtan

ce o

f qu

iet

wor

king

te

chni

ques

. Nig

ht-c

rew

sup

ervi

sor

resp

onsi

bilit

ies

Stor

e st

aff

unlo

adin

g –

nigh

t cr

ew –

man

ual.

Nig

ht-c

rew

sup

ervi

sor

resp

onsi

ble

for

all a

spec

ts o

f ni

ght-

time

best

pra

ctic

e de

liver

y an

d tr

aine

d ac

cord

ingl

y

Iden

tify

each

act

ivity

req

uire

d to

unl

oad

and

relo

ad (i

f ne

cess

ary)

Stor

e st

aff

unlo

adin

g –

nigh

t cr

ew –

aw

are

Iden

tify

diff

eren

t ty

pes

of d

eliv

erie

s an

d di

ffer

ence

sSt

ore

staf

f un

load

ing

– ni

ght

crew

– a

war

e

Proc

edur

es f

or d

iscr

eet

ackn

owle

dgm

ent

of t

he d

eliv

ery

vehi

cle’

s ar

rival

Nig

ht c

rew

man

ual

Proc

edur

e fo

r un

load

ing

the

lorr

y an

d re

load

ing

the

lorr

y (if

nec

essa

ry)

Nig

ht c

rew

man

ual

App

rais

al o

f st

ore

unlo

adin

g eq

uipm

ent

incl

udin

g pu

mp

truc

ks, p

alle

t ja

cks,

etc

to

ensu

re t

hey

are

wel

l mai

ntai

ned

and

effic

ient

Mon

itore

d by

war

ehou

se s

taff

– d

efec

ts r

epor

ted

to m

anag

emen

t.

Unl

oadi

ng e

quip

men

t su

bjec

t to

mai

nten

ance

con

trac

t

Proc

edur

e fo

r ha

ndlin

g no

n-re

tail

deliv

erie

s –

brea

d, n

ewsp

aper

s,

ciga

rett

es e

tcEx

istin

g pr

oced

ures

in p

lace

. The

se d

eliv

erie

s no

t su

bjec

t to

nig

ht-t

ime

deliv

ery


Delivering the goods: a toolkit for improving night-time deliveriesId

entif

y de

liver

y ba

y re

quire

men

ts –

to

incl

ude

allo

catin

g ar

eas

for

palle

ts,

cont

aine

rs, p

aper

bai

ls e

tcW

areh

ouse

allo

catio

n ar

eas

alre

ady

defin

ed w

ithin

sto

re p

roce

dure

s

Reco

very

pro

cedu

res

for

acci

dent

al a

nd e

xces

sive

noi

se, l

ight

and

en

viro

nmen

tal p

ollu

tion

Supe

rvis

or m

onito

ring

to e

nsur

e be

st p

ract

ice

– ap

prop

riate

rem

edia

l ac

tion

to c

ount

erac

t ac

cide

ntal

exc

esse

s

Proc

edur

e fo

r w

aste

dis

posa

l and

pic

k up

and

rem

oval

Exis

ting

proc

edur

es in

pla

ce. D

ay-t

ime

activ

ity o

nly

1.5

Pro

toco

l (t

o be

com

plet

ed b

y re

taile

r)

Pro

toco

l fo

r h

and

ling

sto

re c

om

pla

ints

Co

mm

ent

Cri

teri

a m

et

Iden

tify

staf

f m

embe

rs t

o ha

ndle

sto

re c

ompl

aint

sM

anag

emen

t an

d re

cept

ion

staf

f aw

are

– m

anag

emen

t an

d re

cept

ion

staf

f m

anua

ls

Staf

f tr

aine

d to

pro

cess

pho

ne, l

ette

r, fa

ce t

o fa

ce a

nd r

esid

entia

l co

mpl

aint

s be

the

y di

rect

or

pass

ed o

n fr

om t

he b

orou

ghM

anag

emen

t an

d re

cept

ion

staf

f aw

are

– m

anag

emen

t an

d re

cept

ion

staf

f m

anua

ls

Proc

edur

es t

o fo

llow

up

com

plai

nt a

nd r

emed

ial a

ctio

n as

app

ropr

iate

Man

agem

ent

and

rece

ptio

n st

aff

awar

e –

man

agem

ent

and

rece

ptio

n st

aff

man

uals

. In-

hous

e an

d ex

tern

al r

efer

ral a

s re

quire

d

Basi

c m

onito

ring

proc

edur

e to

fol

low

up

resi

dent

/s (a

nd/o

r bo

roug

h)

conc

erns

aft

er r

emed

ial a

ctio

n ha

s be

en u

nder

take

n. T

his

to d

eter

min

e ef

fect

iven

ess

and

mai

ntai

n an

exp

ecte

d le

vel o

f am

enity

Proc

edur

e im

plem

ente

d at

sto

re le

vel

Dev

elop

men

t of

com

plai

nt s

peci

fic a

udit

trai

lsPr

oced

ural

mea

sure

s im

plem

ente

d. R

ecor

ded

at s

tore

leve

l and

ext

erna

lly



nn

ex F

: N

igh

t-ti

me

del

iver

y –

par

tner

s’ t

asks

– o

utp

ut

– re

spo

nsi

bil

itie

s –

bla

nk

Task

an

d s

tag

eO

utp

ut

and

res

po

nsi

bili

tyC

rite

ria/

com

men

tR

etai

ler

Pro

ject

par

tner

Stag

e 1

– st

ore

sel

ecti

on

Iden

tify

stor

e fo

r in

clus

ion

Det

erm

ine

envi

ronm

enta

l ben

efits

Det

erm

ine

com

mer

cial

ben

efits

Esta

blis

h re

stric

tion

times

and

typ

e

Stag

e 2

– St

ore

inve

stig

atio

n a

nd

mo

nit

ori

ng

Det

erm

ine

resi

dent

ial i

ssue

s an

d w

heth

er

they

can

be

over

com

e

Det

erm

ine

curr

ent

deliv

ery

situ

atio

n

Curf

ew is

sues

Det

erm

ine

optim

um d

eliv

ery

time

and

freq

uenc

y

Det

erm

ine

any

loca

l iss

ues

Stor

e co

ntac

t de

tails

Site

su

rvey

an

d m

on

ito

rin

g

Lorr

y ac

cess

– s

tree

t in

fras

truc

ture

Lorr

y di

stur

banc

e –

nois

e

Lorr

y di

stur

banc

e –

light

Unl

oadi

ng a

rea

infr

astr

uctu

re

Met

hod

of s

ervi

cing

and

ser

vici

ng n

oise

Dis

tanc

e be

twee

n tr

aile

r an

d w

areh

ouse

Gen

erat

ed u

nloa

ding

noi

se

Dis

tanc

e an

d lo

catio

n of

res

iden

tial a

nd

othe

r se

nsiti

ve e

stab

lishm

ents

Qua

ntify

ing

nois

e an

d lig

ht

Mon

itorin

g su

mm

ary

Iden

tify

an a

fter

mon

itorin

g re

gim

e



nn

ex G

: N

igh

t-ti

me

del

iver

y –

par

tner

s’ t

asks

– o

utp

ut

– re

spo

nsi

bil

itie

s –

com

ple

ted

Task

an

d s

tag

eO

utp

ut

and

res

po

nsi

bili

tyC

rite

ria/

com

men

tR

etai

ler

Pro

ject

par

tner

Stag

e 1

– st

ore

sel

ecti

on

Iden

tify

stor

e fo

r in

clus

ion

List

of

stor

es t

o be

incl

uded

in a

nig

ht

time

deliv

ery

tria

lD

eter

min

e vi

abili

ty f

or u

nres

tric

ted

deliv

ery

tria

l by

asse

ssin

g po

tent

ial s

ales

an

d en

viro

nmen

tal b

enefi

ts g

ains

Det

erm

ine

envi

ronm

enta

l ben

efits

Chan

ges

incl

udin

g: le

ssen

ed t

rave

lling

tim

e, r

educ

ed f

uel c

onsu

mpt

ion,

re

duce

d no

xiou

s em

issi

ons

and

loca

lised

im

prov

men

ts t

o co

nges

tion,

acc

ess.

Impr

oved

saf

ety

cons

ider

atio

ns

Bene

fits

note

d as

per

abo

ve. D

eter

min

e tim

e an

d fu

el s

avin

gs. P

hoto

s of

pre

-tria

l co

nges

tion,

acc

ess,

h &

s c

onsi

dera

tions

Det

erm

ine

com

mer

cial

ben

efits

Chan

ges

incl

udin

g: r

educ

ed f

uel

cons

umpt

ion

and

redu

ctio

n in

flee

t si

ze.

Sale

s in

crea

se t

houg

h gr

eate

r pr

oduc

t av

aila

bilit

y, le

ssen

ed w

asta

ge

Fuel

sav

ings

. Fle

et r

educ

tion

if lo

ads

mer

ged.

Fre

sh f

ood

on s

hop

floor

by

08:0

0. In

crea

sed

avai

labi

lty. G

reat

er

cust

/sat

isfa

ctio

n an

d ge

nera

ted

sale

s

Esta

blis

h re

stric

tion

times

and

typ

eN

atur

e of

sto

re r

estr

ictio

n an

d re

stric

tion

times

Curf

ew t

ype

and

rest

rictio

n tim

es

Stag

e 2

– St

ore

inve

stig

atio

n a

nd

mo

nit

ori

ng

Det

erm

ine

resi

dent

ial i

ssue

s an

d w

heth

er

they

can

be

over

com

eLo

cal c

once

rns

and

issu

es g

aine

d fr

om

pers

onal

kno

wle

dge

of s

tore

man

ager

Usu

ally

rel

atin

g to

noi

se, d

istu

rban

ce,

acce

ss, c

onge

stio

n, a

nd s

afet

y

Det

erm

ine

curr

ent

deliv

ery

situ

atio

nD

eter

min

e na

ture

of

deliv

ery,

tim

e,

freq

uenc

y an

d ve

hicl

e ty

pe/s

ize

Del

iver

y tim

e, f

requ

ency

and

con

tent

of

deliv

erie

s no

ted.

All

deliv

erie

s by

tra

ctor

un

it an

d se

mi-t

raile

r

Curf

ew is

sues

Det

erm

ine

the

type

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Annex H: Night-time delivery training manuals

Example driver manualTindill and UKTrafficMove have joined forces to look into increasing their night-time deliveries to shops.

Night time delivery benefits both the environment and the retailer. Environmental benefits include:

• fewer delivery vehicles on the roads at peak times

• less congestion on the roads of Anytown

• less congestion around shops

• delivery vehicles run at their most efficient

• least possible amount of particulates and noxious emissions produced

Retail customer benefits include:

• more fresh food on sale when the store opens

• more intelligent use of warehouse space

• more efficient use of staff

• smaller fuel and overtime bills

Trial study

This will take place at the Anytown store. At the moment the store has a ‘voluntary’ curfew only. The trial study will try to find out whether local residents will object to night-time deliveries.

We believe residents will approve night time deliveries.

WITH YOUR VALUABLE HELP – WE CAN PROVE IT

Why you were chosen

You have been selected as the delivery driver for the entire trial study period.

You were chosen because you are

• willing and approachable

• conscientious and reliable

• a good and fuel-efficient driver

• an effective communicator

• able to carry out this task in a thorough and professional way

THANK YOU FOR AGREEING TO BE PART OF THIS VALUABLE TRIAL STUDY

YOU ARE A VITAL PART OF THE TRIAL STUDY

WITHOUT YOUR CO-OPERATION AND GOOD EFFORT IT WILL NOT SUCCEED

Procedures

On the following page you will find the measures which we would like you to follow throughout the trial study. They don’t cover everything, and if you feel there are other things that you could do to help with the trial study, then please feel free to mention them.

Remember – your involvement is essential and much appreciated, and your feedback is welcome at any time.



The delivery vehicle

You will be driving the late model Scania 114L diesel powered tractor unit and non-tail lift trailer, unless told otherwise. The 114L offers the maximum environmental benefit both in terms of reduced emissions and fuel consumption as well as overall quietness.

The trial study will take place during Monday to Saturday deliveries only.

There will be just the one delivery of produce at the new delivery time.

The delivery day

The start of your journey

• You should be on duty in good time for your journey. Your departure time should be the same every day

• Check that nothing is wrong with your tractor unit and trailer, especially as far as anything that might make it noisier is concerned

• Make sure your mobile phone is fully charged and that the duty transport clerk or manager has the number

• Remember – only use your mobile when it is legal and safe to do so

The journey

• Drive safely to your destination, obeying the Highway Code at all times, and driving in a fuel conscious way

• Aim to arrive at your destination at the same time each day

• The duty transport clerk will tell Thamesham store when you set off, and the roads should be quiet enough so that you arrive at approximately the same each day – 05:00 hours

• The car park gates should be open when you arrive

• Make the final approach to the store with the minimum amount of noise

• When you reach the store delivery area, immediately switch off the refrigeration unit. Access should be unrestricted. If not, park, then switch off the refrigeration unit, engine, radio and headlights. Get out of the cab and ring the bell by the gate or barrier. Wait for the store staff

At the store

• Generally try not to make any noise

• Keep your headlights and radio switched off

• Use lights when manoeuvring, but the minimum for safe movement

• Manoeuvre onto the bay or scissor lift with as little noise as possible

• Switch off the reversing ‘audible warning’, but do not compromise safety. Get help from store staff when reversing

• Engage gears quietly

• Keep engine revs to a minimum

• Apply brakes gently

• Close driver’s door quietly

Unloading

• Unload as quietly as possible with no banging

• Be careful when using pump trucks. Try not to touch trailer walls, lift guardrails, and other obstructions

• Keep conversation to an absolute minimum and speak softly. Even if you are in a good mood, don’t start singing, whistling or laughing!

• Do not collect salvage for return to the RDC



The return journey

• Don’t slam the door when you get into your cab

• Keep your foot off the accelerator pedal when you start the engine

• Engage gears quietly

• Keep engine revs to a minimum

• Apply brakes gently

• Try to avoid using dipped headlights until you are on the store approach road – stick with sidelights until then if you can

• Accelerate gently until fully away from the store

Conclusion and complaints

Most of what you are being asked to do is a matter of common sense for an experienced driver like you. But it’s very important that you try to keep to the guidance at all times throughout the trial study.

A moment’s forgetfulness could lead to residents complaining, and the trial study would be put in jeopardy.

If, however, you are unfortunate enough to be approached by a complaining resident while delivering, remember:

• be polite and pleasant

• keep cool, calm and collected

• keep the conversation to a minimum

• do not get into an argument or debate

• apologise for any inconvenience

• advise the resident to speak to the store manager later that day

• do not refer to the trial study or anything else to do with it

• say goodbye as politely as possible

Finally

Thank you in advance for your co-operation in this combined and important venture, which relies so much on your willing and professional participation.

Thank you for reading this manual.



Example duty manager manualTindill and UK TrafficMove have joined forces to look into increasing night-time deliveries to stores. Night-time delivery benefits both the environment and the retailer. The environmental benefits include:

• fewer delivery vehicles on the roads at peak times

• less congestion on the roads of Anytown

• less congestion around shops

• delivery vehicles run at their most efficient

• least possible amount of particulates and noxious emissions produced

Retail customer benefits include:

• more fresh food on sale when the store opens

• more intelligent use of warehouse space

• more efficient use of staff

• smaller fuel and overtime bills

Trial study

This will take place at the Anytown store.

At the moment the store has a ‘voluntary’ curfew only.

The trial study is to determine whether local residents will object to night-time deliveries.

We believe residents will approve night-time deliveries.

WITH YOUR VALUABLE HELP – WE CAN PROVE IT!

The duty manager

As duty manager your involvement in the trial study is crucial. You may well be the first point of contact for customers and residents.

We hope that residents will not complain about the trial study deliveries.

However, if they do, it is essential that you treat all complaints consistently and record them accurately.

YOU ARE A VITAL PART OF THE TRIAL STUDY

WITHOUT YOUR CO-OPERATION AND GOOD EFFORT IT WILL NOT SUCCEED

Procedures

On the following pages you will find the measures which we would like you to follow throughout the trial study. They don’t cover everything, and if you feel there are other things that you could do to help with the trial study, then please feel free to mention them.

Remember – your involvement is essential and much appreciated. Your feedback is welcome at any time.

The delivery vehicle

Deliveries throughout the trial study will be made using a Scania 114L diesel tractor unit and non-tail lift trailer. The late model Scania 114L gives the maximum environmental benefit both in terms of reduced emissions and fuel consumption as well as overall quietness.

The trial study will take place during Monday to Saturday deliveries only.

The driver and the journey

The same driver will deliver throughout the trial study period. He or she will deliver as far as possible at the same time each day.



Residents

There will be just one delivery of produce at the new delivery time. The delivery will take place at the normal delivery bay. Staff will unload the delivery as quickly and quietly as possible. We hope that the delivery will not disturb residents.

Complaints

We may receive complaints from residents:

• by letter

• by telephone

• face-to-face

We must respond politely and sympathetically to residents’ concerns, especially phone calls or face-to-face contact. You may well be the one who deals with the resident’s concerns.

It may well be that a resident contacts you when you are under pressure. You may be short of staff. You may be supervising a delivery or work in the warehouse. You may have just dealt with an angry and abusive customer. You may have just had to discipline a member of staff. You may be tired or unwell. If you are especially unlucky you may have to cope with all of these things! But however difficult you may find it, if you do have to deal with a resident complaining about the trial study delivery, please make every effort to be:

• concerned

• helpful

• interested

• polite

Complaints form

A complaints form will be provided for recording:

• complainant’s name and address

• nature of the complaint

• the date

• your confirmation of acknowledgement

Reception staff are to contact you as soon as they receive a complaint.

If you are unavailable, the complainant will be informed that he/she will be contacted by management as soon as possible.

If you are unavailable, reception staff will try to make you aware of the complaint as soon as they can. If this is not before the end of their shift, they will pass the details to their replacements before leaving.

Referral

If a resident has a question or complains about the trial study, make sure that the complaint form is filled in and keep a log of all contacts with the resident. Forward the details to FTA at Lesingtown RDC on a weekly basis.

Letter

• Note the details on the complaint form

• Contact Peter Roland at Lesingtown RDC, so that every written complaint is listed and can be audited

• Each letter will then be carefully read, evaluated and replied to

Telephone call

Note the details as described above on the complaint form and apologise to the resident for upset caused. Explain that:

• the store is carrying out a short-term trial study for fresh food delivery



• the aim is to relieve local traffic congestion and reduce environmental pollution

• the trial study is a joint venture between Tindill and UKTrafficMove with the prior knowledge of Anytown Council

If the resident is dissatisfied with this explanation, apologise and explain that he/she will be contacted by someone directly involved with the trial study, who will explain in more detail. Then contact Peter Roland at Lesingtown RDC.

Face-to-face

Note the details on the complaint form. Listen with sympathy to what the resident has to say and let them completely finish talking before you reply.

Try to stay composed if the resident is rude or aggressive. Apologise for any upset. Explain that:

• the store is carrying out a short-term trial study for fresh food delivery

• the aim is to relieve local traffic congestion, and cut pollution

• the trial study is a joint venture between Tindill and UKTrafficMove with the prior knowledge of Anytown Council

• if the resident is unhappy with the explanation, apologise and explain that he/she will be contacted by someone directly involved with the trial study, who will explain in more detail

Finally

As duty manager, you are most likely to be the key contact with aggrieved residents. We hope of course that there won’t be any! But the trial study is an experiment and we must prepare for every possibility. As such, a consistent approach and your diplomacy toward the complaining resident are of the utmost importance. However it is unlikely that a complaining resident will present you with a scenario that is any worse than those which you undoubtedly have experienced many times before!

If you would like any further information about the trial study please contact FTA (Stephen Kelly – [email protected]).

toolkit for improving night-time deliveries

Documents