January/February 2018
www.bvrla.co.uk
The bimonthly newsletter of the British Vehicle Rental & Leasing Association
Regional campaign for ‘fleet-friendly’ Clean Air Zones BVRLA members are talking to local policymakers up and down the country as part of the association’s campaign for a ‘fleet-friendly’ approach to Clean Air Zones. The discussions took place at a series of Air Quality Roundtables jointly hosted by the BVRLA, Energy Saving Trust and some of the UK cities that have been tasked with introducing Clean Air Zones by 2020. Rental, leasing and commercial vehicle members were present, alongside a range of other fleet operators. Events have already taken place in Leeds, Nottingham and Derby, with a further roundtable scheduled for Birmingham in March.
The BVRLA’s Toby Poston at the Leeds event Gerry Keaney, Chief Executive of the BVRLA, said: “We are very grateful to these cities for welcoming us to their offices for some hugely important discussions. For many, local Clean Air Zones will be the first tangible evidence of the government’s drive to improve air quality. It’s vital that their design and implementation encourages growth and doesn’t impede people’s ability to get around and transport goods.
“We need to see a consistent approach to signage, charging and restrictions to minimise confusion and avoid non-compliance. “We are calling for a carefully managed transition that encourages people and businesses to use more sustainable vehicles and modes of transport. The key to getting a quick and effective transition will lie in the government’s ability to implement a practical and workable solution which considers fleet operating cycles as well as offering incentives and support to operators.” As well as engaging with local authorities, the BVRLA is also lobbying central government, speaking to a range of influential MPs and presenting at a series of air quality conferences. An update on all the association’s activity in this area can be found in the Fleet Air Quality section of our website. u To coincide with the roundtable events, the BVRLA has published a new factsheet outlining its proposals for a fleet-friendly air quality policy. As well as highlighting the clean air credentials of the vehicle rental, leasing and car club sectors, the document also urges policymakers to take fleet priorities into account when considering Clean Air Zones and other air quality measures.
Tributes paid to Freddie
The BVRLA has been mourning its Honorary Life President, Freddie Aldous, who died in December. page 5
Industry Outlook
Over 170 members and guest speakers joined the BVRLA at its Industry Outlook Conference in November. page 6
Member inspection improvements launched The AA and CCAS are piloting new approaches in their member inspections. page 7
Membership up in 2017
BVRLA membership grew throughout 2017 to reach a record fleet size – almost 5 million vehicles. page 8
Fair Wear & Tear Guide for Cars under revision
The BVRLA reviews its Fair Wear & Tear standards every three years to ensure they remain current – find out how you can contribute. page 10
BVRLA joins flickr
Now you can see what the association has been up to on the leading image-sharing platform. page 11
2018 Fleet Technology Congress date released
The 2018 Fleet Technology Congress will take place on Thursday 5 July, in Oxfordshire. page 12
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CONTACT THE BVRLA TEAM Chief Executive Gerry Keaney 01494 545716, gerry@bvrla.co.uk Secretary to the Chief Executive Kate McLaren 01494 545709, kate@bvrla.co.uk Management Accountant Bharti Ladwa 01494 545708, bharti@bvrla.co.uk Accounts Assistant Melanie Richardson 01494 545722, melanie@bvrla.co.uk Director of Communications & External Relations Toby Poston 01494 545700, toby@bvrla.co.uk Research & Insight Manager Phil Garthside 01494 545717, phil@bvrla.co.uk Media Relations & Communications Manager Andrea Davies 01494 545710, andrea@bvrla.co.uk Marketing & Communications Executive Tamsin Stuczynska 01494 545707, tamsin@bvrla.co.uk Director of Member Services Nora Leggett 01494 545713, nora@bvrla.co.uk Events Manager Fran Hampson 01494 545703, fran@bvrla.co.uk Training & Development Manager Duncan McMillan 01494 545719, duncan@bvrla.co.uk Member Services Executive Laura Birdsey 01494 545714, laura@bvrla.co.uk Director of Policy & Membership Jay Parmar 01494 545706, jay@bvrla.co.uk Membership Manager Greg Theaker 01494 545705, greg@bvrla.co.uk Compliance & Governance Executive Adam Holt 01494 545718, adam@bvrla.co.uk Compliance & Membership Co-ordinator Diane Alexander 01494 545720, diane@bvrla.co.uk CRM Data Manager Robert Burford 01494 545702, robert@bvrla.co.uk Senior Policy Advisor Patrick Cusworth 01494 545712, patrick@bvrla.co.uk Legal & Policy Executive Amanda Brandon 01494 545701, amanda@bvrla.co.uk
BVRLA staff welcoming members to the 2017 Industry Outlook Conference
Gerry’s note: We are investing to meet future challenges As 2018 gets underway, the vehicle rental and leasing industry faces an unprecedented array of short and long-term policy, regulatory and communications challenges. Each of them has the potential to impact every organisation in our diverse membership. Our industry is coming up with innovative responses to the growing challenge of Clean Air Zones and connected car data. It is embracing tighter scrutiny in providing responsible motor finance and is proactively tackling the threat of vehicle terrorism. Meanwhile, members are weathering the adverse impact of a poorly designed tax regime and ill-informed media attacks on the car rental sector. All these issues are policy priorities for the government and regulators and
most of them have also made frontpage national news in the past twelve months. They each represent a threat to members’ business models and the wider reputation of our industry. Over the next three years, the BVRLA is making some major investments to meet these challenges. As well as a new website and e-learning platform, we will be strengthening our communications, policy, governance and training teams and boosting our research output. Just as the BVRLA’s membership and their contribution to the UK economy continue to grow, your association’s capabilities must match your ambitions and achievements. u
Gerry Keaney, BVRLA Chief Executive
British Vehicle Rental & Leasing Association River Lodge, Badminton Court Amersham, Buckinghamshire HP7 0DD
Conciliation Service Manager Sallie Catchpole 01494 545715, sallie@bvrla.co.uk
Tel 01494 434747 Fax 01494 434499 Email info@bvrla.co.uk Web www.bvrla.co.uk
Conciliation Service Officers 01494 545711
BVRLA News articles may be used copyright free by members provided that an acknowledgement is given.
Laura Pite Sarah Philp laurap@bvrla.co.uk sarah@bvrla.co.uk
Chairman Matt Dyer Vice Chairman Simon Oliphant
© COPYRIGHT BVRLA 2018
Honorary Treasurer Brian Back
Stephen Dix Mairead Sullivan stephen@bvrla.co.uk mairead@bvrla.co.uk
| January/February 2018
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NEW MEMBERS
Welcome to the BVRLA family Since the previous edition of BVRLA News was published, the association has welcomed four Corporate Members, five Leasing Broker Members and two Associate Members.
Corporate Members Bussey and Saberton Bros Norwich K2 Lease London Sandbach Truck and Van Sandbach 4 Rent Vehicle Hire Hampshire
Leasing Broker Members Mark Aston Cowbridge White Rose Vehicles Leeds Eastern Western Motor Group Broxburn Auto Choices Fleet Greenfleets Finance Sittingbourne
Associate Members DMN Logistics Ltd
Birmingham www.dmnlogistics.co.uk Established in 2011, DMN Logistics is an automotive logistics business offering a range of services to the automotive industry, including new vehicle deliveries, inspect and collect, demonstrator services, fleet management, vehicle storage and driver labour supply.
Cazana
London www.cazana.com Established in 2012, Cazana provides a comprehensive suite of business products, insight and intelligence to the corporate market using ‘Big Data’ to provide customers with market-leading valuation and forecasting data relevant for all the sectors of the automotive industry.
BVRLA members buy nearly half of all new vehicles sold in the UK, supporting around 317,000 jobs and contributing nearly £25bn to the economy each year
BVRLA welcomes Laura to the Conciliation team The BVRLA is delighted to welcome Laura Pite to the BVRLA family. She has joined the fivestrong Conciliation team as a Conciliation Service Officer and brings with her a wealth of experience. Before joining the association, Laura spent over a decade working in a variety of customer-facing roles in the retail and automotive sectors, including time spent at a BMW dealership, and with Autorama. She also handled customer complaints at clothes retailer ASOS We are sure you will join us in welcoming her to the team. u 4
BVRLA members operate a combined fleet of almost 5 million cars, vans and trucks
A year in the life of the Conciliation Service The BVRLA Conciliation Service provides members and their customers with access to a government-approved Alternative Dispute Resolution Service, dealing with unresolved complaints from customers renting or leasing from members in the UK. Once internal complaints processes have been exhausted, customers can then escalate the matter to the Conciliation Service, free-of-charge, for independent adjudication. The average time taken to resolve a case during 2017 was 19 days, falling well within the 30-day target. Just over 1,700 complaints were handled in 2017, of which 27% found in favour of the customer – an annual reduction of 30%, indicating that members’ processes
are improving. The two key reasons why complaints were upheld were that members did not adhere to their stated company procedures and/or were unable to provide supporting evidence to substantiate their position. Our 2017 Member Survey revealed that 76% of members consider the Conciliation Service to be an important benefit of membership. The Conciliation Service works closely with the BVRLA Compliance and Member Services teams to share information on key trends and areas of concern. This information is used to inform our training programmes, Code of Conduct and inspection regime to increase awareness and improve standards and professionalism across the industry. u January/February 2018 |
SOCIAL & NETWORKING
Parliament hosts BVRLA reception The BVRLA held its annual Christmas Parliamentary reception in the House of Commons in December, where BVRLA Chief Executive Gerry Keaney addressed 93 guests, including members, journalists from trade and national press, and 14 Parliamentarians. Touching on many of the key issues affecting BVRLA members, including Brexit, vehicle terrorism, air quality and taxation, Gerry made it clear that government has a greater chance of achieving its goals by engaging with and listening to the voice of the BVRLA and its members. The BVRLA also recently had two meetings with Transport Minister Jesse Norman to discuss the HGTV Road User levy, and the Direct Vision Standard.
BVRLA Chief Executive Gerry Keaney (left) with Richard Burden MP
The BVRLA’s local constituency MP, Cheryl Gillan, who attended the reception, is due to visit the BVRLA office in March to discuss the key policy issues affecting the vehicle rental and leasing sectors. u To find out more about the BVRLA’s engagement with ministers and MPs, contact BVRLA Senior Policy Adviser Patrick Cusworth (pictured with Chancellor Philip Hammond).
Cheryl Gillan MP with BVRLA Chairman Matt Dyer
Tributes paid to Honorary Life President The BVRLA is greatly saddened to announce the passing of its Honorary Life President, Freddie Aldous, who died in December, aged 89.
of Honorary Life President in 2004, in recognition of his services to the industry. The Chief Executive of the BVRLA, Gerry Keaney, said: “Freddie was respected and loved across the industry and will be sorely missed. He played a key role in both the growth of the UK vehicle rental industry and the trade body that represents it. Across five decades his hard work, advice and guidance helped the association meet countless challenges and played a key role in building the modern, thriving trade body we have today.” u
Freddie was a pioneer and innovator in the vehicle rental and leasing industry and played a pivotal role in the development and operation of both the BVRLA and the European Car and Truck Rental Association (ECATRA). As the BVRLA’s Chairman (1971-1973) and President (1992-2004) , Freddie helped it grow from a small collection of like-minded individuals and companies into the large trade association that it is today. He was appointed to the position | January/February 2018
Freddie Aldous
Freddie’s obituary can be read in full on the BVRLA website. 5
LEARNING & DEVELOPMENT
A close look at the BVRLA Industry Outlook Conference Over 170 members and guest speakers joined the BVRLA at the East Midlands Conference Centre in November, where the association unveiled its 2018 Industry Outlook Report.
members with the opportunity to listen to industry leaders as well as take part in one of a series of subject-specific discussions. u The Industry Outlook Report can be accessed on the BVRLA website: www.bvrla.co.uk
As well as unveiling the report’s findings, the conference provided
The conference provided a great overview of the issues we should be considering as a business. I have a great foundation of topics to consider as part of our own agenda for 2018 and beyond
PAUL BULLOCH, CONCEPT VEHICLE LEASING
The event was very informative and the BVRLA had gathered the most relevant and up-to-date details
A well put together conference with speakers relevant to the current climate MARGARET SPEIRS, ARNOLD CLARK
ANNE GRAINGER, LONDON HIRE
I came away energised about strategy and with a great overview of what issues are important in the industry now and in the future. An excellent conference! EMMA HARRISON, INCHCAPE FLEET SOLUTIONS
A must-attend industry event… you can hear the latest industry updates, obtain ideas for future strategy and network with peers NIGEL KERR, LOGICAL VEHICLE MANAGEMENT
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Good thought-provoking day CHRIS BUSSEY, AUTOTRADER
SAVE THE DATE: This year’s Industry Outlook event will take place on Thursday 29 November. To find out more or to book your place, contact BVRLA Events Manager Fran Hampson. January/February 2018 |
REGULATION & COMPLIANCE
Inspection improvements piloted BVRLA members are committed to embracing a culture of continuous improvement and the association’s governance programme helps to support that through its inspection regime, Conciliation Service and training. As part of the association’s commitment to continuous improvement, the BVRLA actively seeks views and feedback from members to enhance its offering to deliver even more value to members. By listening to feedback, the BVRLA has taken the decision, with the support of committee members, to introduce two new initiatives to help enhance and strengthen the value and effectiveness of the inspection regime (both of which are detailed on the right). u
Rental Member Inspections
The AA, which carries out Rental Member inspections on behalf of the BVRLA, is piloting the following changes: 1. New-look reports are being introduced to provide more userfriendly feedback to members, making it clearer what areas of improvement need to be addressed. 2. Unannounced visits are being introduced alongside a proportion of pre-arranged visits. 3. More areas will be looked at during the inspection, including Data Protection, Digital Customer Data Management, Staff Training and Complaints Management.
To find out more about the BVRLA inspection regime, contact Compliance and Governance Executive, Adam Holt.
Leasing Broker Inspections
CCAS, which carries out Leasing Broker Member inspections on behalf of the BVRLA, is piloting the following changes on a selection of Leasing Broker Members: 1. Full-day inspections are being introduced to allow time for looking at member’s compliance monitoring and sales processes, providing a deeperdive enhanced inspection. 2. There will be more detailed interviews with senior management and other relevant members of staff as part of the inspection to test their understanding of regulatory requirements. 3. There will be a revised ‘Get Well’ process which may subject members to a further remote desktop review if needed to support a member’s implementation of mandatory policies and registers.
SECURITY
Counter terrorism expert Access RISC to deliver workshops to Database to help BVRLA members minimise risk The BVRLA has been accredited by the National Counter Terrorism Security Office (NaCTSO) to deliver a series of one-day counter terrorism awareness workshops to BVRLA members, providing information and guidance on how to tackle terrorist threats.
levels’, ‘identifying and responding to suspicious behaviour’, ‘suspect packages’, ‘bomb threats’, ‘firearms and weapons attacks protocols’, and ‘documentation of an event’. The one-day workshop, called Project Griffin – Industry Familiarisation Workshop, will be delivered by former senior police officer Graham Head. u
The purpose of the workshop is to raise awareness across industry and to help businesses to provide guidance to staff on what to do if they find themselves involved in a terrorist incident, or witness preparations for a suspected terrorist attack.
The training is being delivered free of charge to BVRLA members. A £20 administration fee will apply, inclusive of VAT.
Several different topics will be covered, including ‘examining current threat
Dates for the workshop can be found on Page 10.
| January/February 2018
The BVRLA RISC Database contains details of over 7,000 individuals and companies who have been identified as a potential risk based on the previous experience of rental and leasing organisations. In 2017, an additional 1,400 records were added to the RISC Database. Members can access this system as part of their customer qualification process. To register for access to the system, visit www.risconline.com. u If you have any questions about RISC, please contact BVRLA Member Services Executive Laura Birdsey. 7
RESEARCH & INSIGHT
BVRLA membership grows in 2017 Latest data from the BVRLA shows that membership continued to grow throughout 2017. As the association’s 50th year drew to a close, membership reached 931, with a record fleet size of almost 5 million vehicles – that’s 1-in-8 cars, 1-in-5 vans and 1-in-5 trucks licensed on UK roads. An increasing number of small and medium-sized businesses (SMEs) joined the BVRLA and all core membership categories saw a year-on-year increase. The association recruited 77 new members over the course of 2017 and saw a net year-on-year gain of 23 members across all sectors.
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January/February 2018 |
We are delighted to report another year of membership growth at the BVRLA. This continued growth in both the size and diversity of our membership, as well as the size of fleet they operate, gives us a greater power of influence when representing our industry’s interests on a national and an international stage BVRLA CHIEF EXECUTIVE GERRY KEANEY
The largest growth area during 2017 was the leasing broker sector, which grew 4.3% to 318 members. Rental membership rose to 276, representing a 1.5% increase. The association sees this sector as a priority for recruitment efforts over the coming year. The total combined BVRLA members’ fleet size was up 2% year-on-year. This was driven by generic growth, member acquisitions and new members joining the association. Cars continue to be the most dominant vehicle type on fleet, remaining stable at 3.9 million. The number of vans on fleet continues to grow, with both the LCV and HGV fleet sizes increasing significantly, up 13% and 18% respectively. Personal contracts remained buoyant throughout 2017, accounting for over 1.6 million vehicles – that’s 34.5% of the total BVRLA fleet, in line with the same period last year. The overall picture for corporate leasing remained static, representing over 2.6 million vehicles – that’s 55.8% of the total BVRLA fleet. The BVRLA rental sector fleet grew by almost 39,000 units in 2017, with over half of those coming in the short-term car rental sector and a third in the shortterm LCV van rental sector. The rental sector fleet has increased by 9%, with both cars and LCVs showing an increase. u To find out more about membership data, contact BVRLA Research & Insight Manager Phil Garthside. | January/February 2018
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LEARNING & DEVELOPMENT
Fair Wear & Tear Guide for Cars under revision The BVRLA reviews its Fair Wear & Tear standards every three years to ensure that they remain current and fit-for-purpose in today’s market. This year, the BVRLA’s Director of Member Services, Nora Leggett, will lead a review of the guide for cars. She will host a series of meetings to look at various aspects of the standards to understand requirements and establish what updates are required. The guides continue to be a valued resource for members and their customers. In 2017, the most popular search term on the association’s website was ‘BVRLA Guidelines’ and the most popular pages viewed were:
understand how to use the guides to ensure that customers are treated fairly. In 2017, the BVRLA’s Fair Wear & Tear training courses were attended by 116 individuals, 93% of whom said they had ‘exceeded expectations’. u To take part in Fair Wear & Tear meetings, contact Nora Leggett. To arrange BVRLA training for six employees or more at your own premises, contact Duncan McMillan.
MANAGING CONFLICTS OF INTEREST AND INCENTIVES Available online via the BVRLA YouTube channel Fair Wear & Tear Training
BVRLA e-learning update
Steve Tongue, Compliance Director at Select Car Leasing, said: “The system is nice and simple to use. The modules have good detail and take some time to do, which is good, as we want our staff to think and retain what they have learned.” Graham Prince, a member of the BVRLA’s Leasing Broker Committee and 10
RESIDUAL VALUE AND REMARKETING FORUM 13 June Birmingham
WEBINAR
3 Using the BVRLA Conciliation Service
Brokers subscribing to the platform include Fleet Alliance, Neva Consulting, Select Car Leasing, Low Cost Vans and Synergy Automotive. Feedback has been extremely positive, with users rating the training as ‘Excellent’ overall.
TECHNICAL AND OPERATIONAL MANAGEMENT FORUM 7 June Daventry
WORKSHOP
2 Returning a Lease Vehicle
It’s been just over three months since the BVRLA launched its eLearning platform and, to-date, 455 users from 25 different leasing broker companies have used it as part of their staff development.
LEASING BROKER FORUM 23 May Venue TBC
PROJECT GRIFFIN – INDUSTRY FAMILIARISATION 15 March, 24 April and 2 May Amersham
1 Fair & Wear & Tear Guides
The BVRLA provides ongoing training opportunities to ensure that members
FORUMS
ASSET MANAGEMENT AND RISK CONTROL FORUM 19 April Northampton
Senior Partner at Neva Consulting, said: “The training is excellent. It’s far more relevant than our previous provider’s, and it makes you think.” Neva has set a target for staff to complete one module per month to spread the learning time and prevent it from being overwhelming. u
e-learning modules 1 2 3 4 5 6 7 8 9 10
Anti-Bribery Complaints Handling CONC: Consumer Credit Standards Data Protection Fraud Prevention Money Laundering Prevention Personal Conflicts of Interest Safeguarding the Vulnerable (Persons) Treating Customers Fairly Whistleblowing
COURSES
INTRODUCTION TO DAILY VEHICLE RENTAL 10 – 11 April Bromsgrove BVRLA FAIR WEAR & TEAR TRAINING 11 April Sutton Coldfield NLP SKILLS FOR SALES PROFESSIONALS 14 May Amersham PROFESSIONAL FLEET CONSULTANT DEVELOPMENT PROGRAMME (#19 MODULE 1) 15-16 May Amersham PROFESSIONAL FLEET CONSULTANT DEVELOPMENT PROGRAMME (#19 MODULE 2) 5-6 June Amersham
For further information about BVRLA Learning & Development opportunities contact Training & Development Manager Duncan McMillan
SOCIAL & NETWORKING
BVRLA puts pics on flickr image-sharing platform The BVRLA has added image-sharing platform flickr to its stable of social media channels, enabling the association to provide members, media and others with instant access to photography. A selection of ‘albums’ contain photographs taken from a wide range of BVRLA events, including forums, workshops, training courses and roundtables, as well as large annual events such as the association’s Annual
Get Social! Stay in touch and keep updated with the latest news and views from the BVRLA by following us on Twitter, LinkedIn or Facebook:
Dinner, Fleet Technology Congress and Industry Outlook Conference. BVRLA Communications Manager Andrea Davies said: “We are constantly looking at ways to improve the way we communicate with members, influencers and others who have an interest in our work and social media plays a part in that. Flickr provides the platform for us to share images real-time, providing journalists and others with instant access to images to accompany articles and news stories relating to the association’s activities. It’s also a useful resource for members who may want to publish content on their own channels relating to BVRLA events and activities.” u
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View the latest film footage and photographs from our wide range of events and receive alerts by following us on YouTube, Instagram and Flickr:
The BVRLA photo albums can be accessed at www.flickr. com/photos/bvrla/albums
www.bvrla.co.uk/ videos
@bvrla
A year in the life of the BVRLA
www.flickr.com/ photos/bvrla/ albums
The BVRLA has published its 2017 Annual Review to provide an overview of what the association did last year to support members. All members have been sent a printed copy of the 36-page document (pictured below). A digital version is available on the BVRLA website.
Top Tweet:
BVRLA Industry Outlook for 2018 The BVRLA has produced an Industry Outlook Report for 2018, which highlights the key topics that will impact the industry in the coming year. The Industry Outlook report (pictured above) was unveiled at the association’s annual Industry Outlook Conference. A digital version is available on the BVRLA website.
| January/February 2018
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DATA & CONNECTED VEHICLES
2018 Fleet Technology Congress date released The BVRLA is delighted to announce that the 2018 Fleet Technology Congress will take place on Thursday 5 July at the Williams Formula 1 Conference Centre in Oxfordshire. Members are encouraged to save the date and book a place. Topics of discussion will include: Powertrains, ADAS, intelligent mobility, digitisation, driver behaviour, data sharing and GDPR. u
Some of the thoughts shared by delegates who attended last year highlighted the value of the event: The Fleet Technology Conference was really worthwhile and gave invaluable insight into the growing importance of technology and data in our industry, and the potential changes that will happen‌ as a result of new innovations SIOBHAN CONNELLY, FLEET ALLIANCE
One of the most interesting conferences in the industry due to the breadth and depth of information provided TOM USHER, EUROPCAR
I found the event very enjoyable and informative and it has given me some great insights to take away and use in our business
SHARON TAYLOR, GET MOTORING UK LTD
To reserve a place, contact BVRLA Events Manager Fran Hampson