BVRLA News Summer 2019

Summer 2019

The quarterly newsletter of the British Vehicle Rental & Leasing Association

Boost for company car market Nearly a million company car drivers received a welcome boost in July as the Government announced a range of measures to reduce the Benefitin-Kind (BIK) tax impact of the new WLTP emissions standard.

The changes (see box below) were introduced in response to HM Treasury’s recent Review of WLTP and Vehicle Taxes. They follow

a concerted and co-ordinated campaign by BVRLA members and other fleet industry colleagues which urged the Government to show greater support for the company car.

In its response, the Treasury acknowledged the value of the company car market in supporting the transition to zero-emission technology, demonstrating an

At a glance: What’s new? › Those with vehicles registered before 6 April 2020 will see their company car tax bands being frozen at the 2020/21 rates until 2022/23. › Those registering new cars after 6 April 2020 will have a two-percentage point tax cut. CCT rates will then increase by one percentage point in 2021/22 and 2022/23.

› All zero-emission company car drivers will pay no tax.

The government has also confirmed that it will aim to announce appropriate percentages at least two years ahead of implementation to provide certainty for employers, employees and fleet operators.

Members can access the updated Company Car Factsheet on the BVRLA website.

increasing alignment between the Government’s environmental and fiscal policies.

“The company car fleet is still the cleanest on the road and there are signs that it is finally getting the recognition it deserves,” said the BVRLA’s Chief Executive, Gerry Keaney.

The changes announced by the Treasury do not affect the Lease Rental Restriction, Capital Allowances or any other CO2-related taxes and incentives but include the fuel benefit charge. The Government missed an opportunity to make any WLTP-related adjustments to VED bands, although the BVRLA understands that there will be a call for evidence to look at the benefits of introducing more granular VED CO2 bands in the future.

The BVRLA will continue to make the case for a more supportive range of low-emission motoring taxes and incentives in discussions with Government ahead of its forthcoming Budget and Spending Review. u

YOUR ASSOCIATION Welcome to the BVRLA family 2 BVRLA welcomes Chairwoman… 4 …and says goodbye to Simon Kerr 4 Voice of influence…

6 Strong relationship with Treasury 6 Mayoral candidate meets members 6 Leasing Broker Conference is a hit 7 Congratulations to Jay Parmar 7 Proud BVRLA Members campaign 15 REGULATION & COMPLIANCE Demand on ADR service is up Consumer Rights: Did you know?

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FUTURE MOBILITY Summer Reception wins support 8 Future Mobility Congress 11 RESEARCH & INSIGHT Road to Zero Report Card Cars in the City

10 10

PROFESSIONAL DEVELOPMENT e-learning is key to training NLP course proves a hit

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YOUR ASSOCIATION

Welcome to the BVRLA family

New starters

Since the previous edition of BVRLA News was published, the association has welcomed 29 new members: 21 corporate members, five leasing broker members and three associate members.

The BVRLA has welcomed two new starters this summer.

Corporate members

Joshua Saunders joins the membership team as the new Membership Support Officer, reporting to Greg Theaker.

Joshua has previously spent 12 years working in a variety of retail and customer-facing roles, holding management and field positions with wellknown electronics and grocery retailers.

Joshua brings with him a wealth of experience in customer relations and data management.

Ace Rent A Van Croydon Audi UK Milton Keynes Autoall Pembroke Dock BDS Van Hire Cardiff Commercial Associates Leicester CTM Hire Rainham Dragons Automotive Portsmouth Fast Van Hire Doddinghurst Halstead Tyre & Exhaust Centre Halstead Hireway Vehicle Rental Wishaw Liquid Fleet Stockton Rentafford Tavistock Rente London RBC One Cheltenham RRG Group Manchester Scenic Self Drive Romford Secure Trust Bank Solihul Tempest Rentals (Stickney) Spalding Tottington Motor Company Radcliffe 7 Ways Rental.com Stockport 486 Portsmouth

Leasing broker members

Car Leasing Network Truro Chicane Automotive Management Llandudno FTS Group Shepperton European Vehicle Contracts Cramlington We Are Electric London 2

Associate members Automotive Software Solutions Chelmsford automotivesoftwaresolutions.com Suppliers of products that enhance business processes, maximise efficiency and provide data insights across the automotive lifecycle. Products include software that delivers performance and diagnostics data, a SaaS mobility operations system and an ID verification system.

HaynesPro UK Maidstone haynespro.co.uk Suppliers of automotive data specific to the UK market.

As one of a small number of licence holders with both DVLA and SMMT, they are a leading supplier of accurate vehicle data enabling the identification of vehicles and access to service maintenance and repair data.

Service schedules, repair times, procedures and fault diagnostics are available for 98% of UK vehicles.

Quotevine Bedford quotevineapp.com Providing a suite of SaaS solutions with a digital-first approach. Innovation and digitisation sit at the heart of what they do. They work with the UK’s leading tech partners to ensure their solutions offer rich functionality and expertise, aligning with customers’ changing expectations in the digital age.

Wilma Bowles joins the finance team as the new part-time Sales Ledger Administrator, reporting to Bharti Ladwa. Wilma is an experienced accounts assistant, taking over from Melanie Richardson who retired recently.

Please join us in welcoming both Joshua and Wilma to the BVRLA family. u

91%

of members say that the BVRLA provides status and credibility to their organisation 2018 Member Survey Summer 2019 |

Gerry’s note: It has been a busy summer for the BVRLA, which has seen over 600 members, policymakers and industry stakeholders participate in a series of high-profile events.

London played host to our first ever Leasing Broker Conference and, in another first, we took our new Future Mobility Congress to Birmingham.

This year’s Summer Parliamentary Reception at the House of Commons was our most successful yet. Members, parliamentarians and guests joined us as we launched our Road to Zero Report Card and over 50 MPs and peers signed our pledge board supporting our recommendations for how government can accelerate the take up of low emission vehicles.

The level of support from across Whitehall was unprecedented and we were delighted to welcome not one, but two government ministers to the Parliamentary Reception.

We welcomed the comments made by then BEIS minister Andrew Stephenson in supporting our policy asks.

The campaign strategy we put in place at the start of 2018 is now bringing results.

Across our Tax, Air Quality and Future Mobility workstreams, ministers, policymakers and officials have engaged with us and are demonstrating that they want to work with BVRLA to drive a cleaner road transport system.

It was wonderful to see so many members supporting our key events this summer.

We would like to build on the momentum of these events and will be holding another thought-leadership event, the BVRLA Industry Outlook Conference, in Nottingham in December.

I look forward to seeing you there. u

Gerry Keaney, BVRLA Chief Executive

© COPYRIGHT BVRLA 2019

THE BVRLA TEAM • THE BVRLA TEAM • THE BVRLA TEAM • THE BVRLA TEAM

Chief Executive: Gerry Keaney Secretary to the Chief Executive: Kate McLaren Management Accountant: Bharti Ladwa Sales Ledger Administrator: Wilma Bowles Director of Communications & External Relations: Toby Poston Public Affairs Manager: Rachael Hewish Research & Insight Manager: Phil Garthside Communications Manager: Andrea Davies Senior Communications Officer: Helen Lawrence Director of Member Services: Nora Leggett Events Manager: Fran Hampson Member Services Executive: Laura Birdsey Training & Development Administrator: Tessa Warn Director of Policy & Membership: Jay Parmar Membership Manager: Greg Theaker Senior Compliance Officer: Adam Holt Compliance Officer: Hayleigh Clayton Compliance & Membership Co-ordinator: Joshua Saunders CRM Data Manager: Robert Burford Senior Policy Advisors: Catherine Bowen Jinmi Macaulay Government Affairs Manager: Paul Thompson Head of Operations: Amanda Brandon Conciliation Service Manager: Sallie Catchpole Conciliation Service Officers: Stephen Dix Amanpreet Kalu Sarah Philp Laura Pite

BVRLA, River Lodge, Badminton Court, Amersham, Buckinghamshire HP7 0DD Tel 01494 434747 Fax 01494 434499 Email info@bvrla.co.uk Web www.bvrla.co.uk BVRLA News articles may be used copyright free by members provided that an acknowledgement is given.

Chairwoman Nina Bell Vice-Chair Nick Brownrigg Honorary Treasurer Brian Back | Summer 2019

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YOUR ASSOCIATION

BVRLA welcomes Chairwoman The association’s AGM, held in May, saw the official welcoming of Nina Bell as the new BVRLA Chairwoman, taking over from LeasePlan’s Matt Dyer, who stepped down after completing his two-year term.

Nina has been with Avis Budget for seven years and UK Managing Director since 2015. She joined the BVRLA’s Committee of Management in August 2015 and became Vice-Chair in May 2018.

Commenting on her new position, Nina said: “It is an honour to be appointed as the first female Chair of the BVRLA and I am delighted to be working with Gerry, the Committee of Management and the excellent team at the BVRLA to continue progressing delivery of our three-year Business Plan, successfully launched under Matt’s leadership.”

Other significant changes on the BVRLA board include Alphabet’s Chief Executive Officer, Nick Brownrigg, becoming the new Vice-Chair of the association.

Nick Brownrigg, Nina Bell, Gerry Keaney

In addition, Neal Francis, Managing Director of Pendragon Vehicle Management joins the board having recently been appointed the Chairman of the Leasing and Fleet Management Committee as well as Prohire Sales Director, Andrew Morley, the new Chairman of the Commercial Vehicle Committee.

Fleet Alliance’s Managing Director, Martin Brown, joins the Committee of Management, providing leasing broker representation at board level for the first time. Richard Jones, Managing Director of Lex Autolease, also joins the board, replacing Tim Porter. u

Working Groups: Get involved Members are taking advantage of the increasing number of engagement opportunities that come with being part of the BVRLA family.

Coming together three or four times a year, these Working Groups convene to share insights and expertise across a range of subjects for the greater good of the industry.

Brexit Taskforce Compliance Working Group Connected Vehicle & Data Working Group Customer Service Working Group Electric Vehicles Working Group

BVRLA says goodbye to Simon Kerr The BVRLA regrets to inform members of the death of Simon Kerr, Chairman of the Association from 1999-2001 and Treasurer 2003-2007.

Simon, who died in July, was also a member of the Commercial Vehicle Committee for many years and a member of the Committee of Management from 1989-2007.

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Robin Mackonochie, Head of Communications during Simon’s Chairmanship, said: “He was such a strong supporter of the BVRLA. Such was his interest that upon receiving his copy of BVRLA News he would ring me and go through each article and its relevance to what we were trying to do for the sector.”

Chief Executive Gerry Keaney represented the BVRLA at Simon’s funeral on 7 August. u

Fleet Operator Working Group Future Mobility Working Group HGV Fair Wear & Tear Guide Review Group Parking Working Group Public Affairs Working Group Tax Advisory Group WLTP for Vans Keep up to date with the list of Working Groups by checking the Working with the BVRLA webpage.

Summer 2019 |

REGULATION & COMPLIANCE

Demand on ADR service is up It has been a busy year so far for the BVRLA Alternative Dispute Resolution (ADR) service, with 1,317 complaint cases being handled during the first half of the year, up from 1,099 during the same period in 2018.

One of the advantages for rental and leasing customers choosing a BVRLA member is that customers can access the ADR, completely free of charge, should an unresolved issue arise.

The service adds real value to membership for both member organisations and their customers.

Damage continues to be the main reason for complaints from both rental and leasing customers, with common areas of contention relating to who is liable for causing the damage and whether damage should be deemed as fair wear and tear.

Of all cases handled in the first half of 2019, 69% were found in favour of the member, 30% in favour of the complainant and 1% were resolved directly.

BVRLA Head of Operations Amanda Brandon says: “When we are assessing cases, we are looking at evidence so it is extremely important for members to document everything when it comes to the condition of vehicles and the logging of any existing or new damage.

“Customers referring complaints to us tend to be looking for compensation but that is not something that we offer. We need members to help manage the expectations of complainants by being clear about the fact that the ADR is not a compensatory service. In the event of a case being ruled in favour of the complainant, we will instruct the member to put right any wrongs by refunding any unjustified charges incorrectly raised. u

Consumer Rights: Did you know?...

The BVRLA has been reviewing the legislation around consumer rights when a vehicle develops a fault. This follows research into case decisions by the Financial Ombudsman Service, which holds leasing companies to account when a vehicle is rejected as unsuitable by a customer.

Under the Consumer Rights Act the consumer has the following rights: › The right to reject goods within the first 30 days after they are obtained/delivered.

| Summer 2019

› After 30 days the customer has a right to demand that faulty goods be repaired, but if a fault develops again with the same item then the customer has the right to reject it.

Did you know…

Members may have to terminate the agreement if a fault with a lease vehicle cannot be fixed?

Obviously, in an ideal world this should be done with the support of the manufacturer, but if not then the customer still has the right to reject the vehicle. u

Ask Adam Send your questions about the BVRLA inspection programme to Senior Compliance Officer Adam Holt at adam@bvrla.co.uk.

Q: Do I need to do anything for SM&CR? A: If you’re FCA-regulated, then yes. Although the regime is not due for implementation until 9 December 2019 it is recommended that firms start preparing now. The FCA has advised that firms look at their senior managers and decide with whom these responsibilities lie. It is important that you also check that your details registered with the FCA are up to date as this may determine whether you are categorised as a Limited, Core or Enhanced Firm type.

Members can get more detailed advice from the BVRLA Senior Managers and Certification Regime Factsheet on our website.

Q: What are my responsibilities when providing child seats to my customers?

A: Child seats offered to customers as an additional service should be stored and logged in a safe and tidy manner. They should be in a ‘ready to rent’ condition, meaning that they should be clean and functional.

It is best practice to check every seat on a regular basis and to keep a documented log as evidence. Most importantly, every seat must meet the European standard, which will be evidenced by a label showing a capital ‘E’ in a circle.

For more information on child seat law, see our fact sheet on the BVRLA website.

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YOUR ASSOCIATION

Voice of influence…

Following the recent appointment of Prime Minister Boris Johnson, the BVRLA has written to the PM as well as all the new senior ministers of interest to our sector, to welcome them into their role and explain the importance of our industry in helping the government deliver its decarbonisation and industrial priorities.

Although the names of secretaries of state and senior ministers have been revealed, not all junior ministers have yet been confirmed.

The BVRLA is seeking to arrange meetings with all ministers of key importance to the industry, including

the new Secretaries of State: Grant Shapps MP, who replaces Chris Grayling at the Department for Transport; Theresa Villiers MP, who replaces Michael Gove at DEFRA; and Andrea Leadsom MP, who replaces Greg Clark at the Department for Business, Energy and Industrial Strategy. u

Relationship with Treasury strengthens The BVRLA continues to nurture the strong relationships built at HM Treasury, with the association enjoying regular access to, and engagement with, senior Treasury officials.

So far this year there have been five meetings and two conference calls, including a private roundtable attended by three members. Treasury officials also joined BVRLA representatives at a meeting with advisers at 10 Downing Street, where it was reiterated that tax neutrality, fairness and certainty are 6

principles that the government should abide by when looking at WLTP. Did you know…

BVRLA members were key influencers in the Government’s recent WLTP and vehicle taxes review, contributing over 60% of all consultation responses received by HM Treasury. The association also secured support from ten cross-party MPs and peers, who submitted parliamentary questions relating to WLTP on behalf of the BVRLA. u

London Mayoral candidate meets BVRLA members The BVRLA recently facilitated a meeting between Conservative mayoral candidate Shaun Bailey and a selection of members from the car club sector.

The meeting followed on from a flurry of activity promoting car clubs in the capital, with the London Assembly supporting the Mayor’s aims of reducing vehicle emissions and converting the travel behaviour of Londoners from private vehicle ownership towards shared models. u Summer 2019 |

YOUR ASSOCIATION

Leasing Broker Conference proves a hit Over 160 BVRLA members, guests and speakers attended the association’s first-ever dedicated Leasing Broker Conference in London earlier this summer.

The date for the next conference has already been confirmed as Wednesday 20 May 2020, and leasing brokers are being encouraged to save the date.

The conference featured a line-up of speakers looking at compliance and business development.

Members, sponsors and speakers alike have all been keen to share their positive feedback. u Those interested in attending next year’s free-to-attend event should email the BVRLA events team.

A thoroughly worthwhile and current agenda with relevance to our evolving sector.

Keith Hawes, Nationwide Vehicle Contracts

Fantastic bite-sized content which was all very relevant to our sector and topical.

Great opportunity to network too.

Paul Bulloch, Concept Vehicle Leasing

| Summer 2019

An informative, well-run, pacey conference packed with ideas and information.

Barry McGirr, Genus Vehicle Solutions

Congratulations to Jay Parmar The BVRLA’s Director of Policy and Membership, Jay Parmar, will be leaving the association at the end of September to take up the position of Chief Executive of JIB, the Joint Industry Board for the Electrical Contracting Industry.

Jay joined the BVRLA as Legal Assistant in July 2000 and became a director in 2011.

Thanking him for his service, BVRLA Chief Executive Gerry Keaney said: “Jay has been a much-valued member of the senior management team at the BVRLA, representing our industry on a national and EU level. His contribution during the past two decades has helped to drive our industry forward and his commitment to delivering the highest industry standards has supported our members through times of unprecedented change and challenge.

“On behalf of all members of the BVRLA family, please join me in congratulating Jay and wishing him every success in his new role.” u 7

FUTURE MOBILITY

Summer Parliamentary Reception attracts record support The BVRLA’s Parliamentary Reception, held in June at the House of Commons, was attended by over 200 guests, making it the biggest Parliamentary event ever hosted by the BVRLA. The association used the event to launch its Road to Zero Report Card, which provides a comprehensive analysis of the Government’s progress towards its Road to Zero targets and makes recommendations for how policymakers can accelerate progress. (Read more on page 10.)

The roll call of guests at the event included one hundred BVRLA members, two government ministers, three shadow ministers, the chair of the BEIS Select Committee, 18 Select Committee members, three shadow spokespeople and three peers, as well as other guests and officials.

Whilst at the reception, MPs and peers added their names in support of the BVRLA’s recommendations. Some also voiced their views to camera, which can be viewed via a three-minute video published on the association’s YouTube channel.

BVRLA Chief Executive Gerry Keaney said: “It’s been a fantastic event for members and great to see so many representatives from government supporting our recommendations.” u 8

Carol Monaghan MP signs the BVRLA’s pledge board

We have made a strong start in implementing the Government’s Road to Zero Strategy, but the Government cannot deliver a zero-emission future for the UK alone.

The vehicle rental, leasing and fleet industry is a vital partner in mobilising the sort of behaviour change needed to deliver a cleaner, greener road transport system, and I look forward to working with the BVRLA to help achieve our ambitions.”

Andrew Stephenson MP, Parliamentary Under Secretary of State at the Department for Business, Energy and Industrial Strategy (June 2019) Summer 2019 |

FUTURE MOBILITY

The list of ministers, MPs and peers supporting the BVRLA’s recommendations to accelerate the Road to Zero: Michael Ellis MP and Minister, Department for Transport Andrew Stephenson MP and Minister, Department for Business, Energy and Industrial Strategy Mark Tami MP Bim Afolami MP Matt Western MP Kerry Mcarthy MP Nia Griffiths MP Richard Benyon MP Peter Aldous MP Roger Godsiff MP Sir Peter Bottomley MP Rosie Cooper MP Peter Kyle MP Adrian Bailey MP Philip Dunne MP Alan Whitehead MP Rachel Reeves MP Alex Sobel MP Rehman Chishti MP Baroness Altmann Richard Burden MP Baroness Randerson Robert Courts MP Barry Sheerman MP Rt Hon Nigel Dodds MP Bill Wiggin MP Scott Mann MP Carol Monaghan MP Sharon Hodgson MP Chi Onwurah MP Stephen Kerr MP Christine Jardine MP Stephen Kinnock MP Dame Cheryl Gillan MP Stephen Metcalfe MP Daniel Zeichner MP Steve Baker MP David Amess MP Steve Double MP Douglas Chapman MP Steve McCabe MP Gavin Newlands MP Tommy Sheppard MP Glyn Davies MP Iain Liddell Grainger MP On 11 September, Iain Stewart MP the BVRLA and a group of Jeff Smith MP members will hand in a petition Jessica Morden MP to the prime minister to Jo Churchill MP introduce some of the major John McNally MP recommendations from our Road to Zero Report.

Julian Knight MP We are also seeking a meeting Lord Grantchester with officials in the prime Lord Wigley minister’s policy team.

Mark Pawsey MP

| Summer 2019

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RESEARCH & INSIGHT

This summer the BVRLA has published two major policy-influencing reports designed to support the association’s evidence-based lobbying.

Road to Zero Report Card The BVRLA launched its Road to Zero Report Card in June, providing a comprehensive analysis of the Government’s progress towards its Road to Zero targets, concluding that the ‘brakes are on’.

The report, which was unveiled at the association’s summer Parliamentary Reception, was produced in association with sustainability consultancy firm Ricardo.

In addition to highlighting issues around electric vehicle supply, the Road to Zero Report Card shows that the government is failing in the following key areas: › Tax policy – persuading large fleet buyers to go electric is one of the fastest ways to boost the number of EVs on the road. A lack of clarity about what taxes will be levied on the buyers and users of EVs in future years means they are holding back.

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Cars in the City The Cars in the City report published in July provides some practical recommendations that local and national policymakers can use to start driving transport behaviour change.

› Charge point access – there are still too many rapid charge point ‘blackspots’ and the ability to roam between different charging networks remains a challenge.

Produced in association with advisory firm Global Counsel, the report urges policymakers to consider a growing range of car use options, taking account of the different urban environments we travel in and the needs of those making journeys.

› Leading by example – the Government set a target to make 25% of its car fleet ultra-low emission vehicles (ULEVs) by 2022, but recent data indicates that only 2% are ULEVs, placing the Government way behind on its own plans. u

The BVRLA believes that this strategy can result in fewer vehicles sitting idle on the kerbside, more electric vehicles on the streets and more affordable transport options for families and businesses struggling with the impending cost of Clean Air Zone compliance. u

Read the 16-page summary or the full 64-page report on the BVRLA website.

Read the 32-page report on the BVRLA website.

Our towns and cities need a more intelligent, sustainable use of the car. Promoting the use of car rental, car clubs and other flexible types of car use can make that happen.

Gerry Keaney, BVRLA Chief Executive Summer 2019 |

FUTURE MOBILITY

Future Mobility Congress Over 150 members and guests attended the BVRLA’s first ever Future Mobility Congress, in Birmingham, this summer.

The BVRLA would like to thank sponsors Europcar Mobility Group, Geotab and Ridecell, as well as exhibitors Remote Asset Management, Kee Resources, POD Point, Drive Software Solutions, Jaama, Trakm8 and Fleetondemand – all of whom helped to make the event a success u

How did the event measure up?

(1 = poor and 5 = excellent)

A broad range of current and emerging topics, well presented, with informative speakers [and] panellists, with good opportunities to network and meet suppliers.

Mat Stevens, SG Fleet

Assessment of speakers Assessment of venue

4 4.2

Top 3 reasons for attending: Take away ideas

57%

Network with peers

55%

Gather inspiration

45%

It’s good to see the Leasing and Rental industry leading the automotive sector in longer range mobility and environmental challenges.

Robert Pilkington, Ebbon-Dacs

The next big event…

Industry Outlook Conference

The BVRLA’s annual Industry Outlook Conference provides an exclusive forum for the industry’s senior executives to meet, exchange ideas, develop new contacts and participate in leading-edge debate about the next twelve months and beyond.

WHERE: East Midlands Conference Centre, Nottingham. WHEN: 5 December 2019.

Members can reserve a place at the early bird rate of £175 per person if booked by 30 September Book online via the BVRLA website.

YOUR ASSOCIATION

PROFESSIONAL DEVELOPMENT

Renew membership online From 14 August 2019, members will be able to complete their annual membership renewal process online for the very first time.

The new process will save time and money as the requirement to complete and return the necessary paperwork by post is replaced by a quick and easy online alternative accessed via the BVRLA website.

The new online process provides members with greater control over updating their details, including fleet size, company, registered and trading names, address information and branch locations, website address and telephone number, staff list and contact details.

CONFERENCE

INDUSTRY OUTLOOK CONFERENCE 5 December, Nottingham

FORUMS

TECHNICAL AND OPERATIONAL MANAGEMENT 7 November, Gaydon

It also allows additional information to be added to each member’s BVRLA Member Directory profile.

This is particularly useful for customers visiting the directory when looking for a company from which to rent or lease a vehicle. u

RESIDUAL VALUE AND REMARKETING 20 November, Birmingham

The deadline for 2020 membership renewals is 23 September 2019.

Who is responsible for renewing your membership?

Each BVRLA member has a nominated ‘primary’ contact, who is the point of communication for membership renewals.

Those who are unclear as to who their ‘primary’ contact is, or would like to make a change to their contact details, can email membership@bvrla.co.uk.

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TRAINING COURSES

BVRLA FAIR WEAR & TEAR 15 August, Sutton Coldfield INTRODUCTION TO THE DAILY RENTAL INDUSTRY 4 September, Glasgow NLP SKILLS FOR EFFECTIVE SELLING 17 September, Amersham SM&CR: ARE YOU READY? 19 September, Stockport INTRODUCTION TO THE VEHICLE FLEET INDUSTRY 25 September, Amersham CERTIFICATE IN VEHICLE RENTAL OPERATOR SKILLS 6 November, Wolverhampton, Amersham & Glasgow For more information email email training@bvrla.co.uk training@bvrla.co.uk

PROFESSIONAL DEVELOPMENT

e-learning package is the backbone of our training

NLP course proves a hit

Vince Pemberton, Chief Operating Officer of leasing broker member Rivervale Cars Ltd, was a sceptic at first but is now happy to sing the praises of the BVRLA e-Learning Essentials Package. He recently shared his views in an interview with the BVRLA:

The BVRLA’s NLP for Selling training course has been well received by members, earning praise from both delegates and their employers.

“The Essentials Package is a quality, value-for-money product, and the backbone of our training programme here at Rivervale.

All our sales team learn with Essentials. As a director you want your sales team to be aware of money laundering and treating customers fairly and this package covers those areas and more. I complete all the package modules myself too.

NLP – or Neuro-Linguistic Programming – is said to improve and enhance communication, rapport building and goal setting, having a positive effect on business performance.

In the vehicle rental and leasing industry, where communication is key, it is particularly helpful — and ideal for anybody in a customer-facing sales or account management role.

“We have incorporated the Essentials Package into our induction programme. It provides a sound knowledge base and is relevant to everybody in our business, whether they deal with private or business customers, leasing or used vehicle sales. I would recommend it to anybody in the motor industry who has a touch point with customers.

“The Essentials product is competitively priced, at £59.95 per learner for an annual subscription. At that cost it is

| Summer 2019

compliance and the audit processes we go through.

It also saves on duplication, as it is backed by principal funders and all the learning is logged and evidenced for them.

Vince Pemberton a manageable expense, ticks the boxes in terms of business responsibilities and helps towards

“We’ve only started using the platform in the last year, but our longer-term plan is that as we can see all staff learning in one place, we can run reports, spot any trends in areas of poorer performance, and address the additional learning needs required.” u Find out more about the Essentials e-Learning Package on the BVRLA website.

Essentials Package The Essentials Package provides a way to evidence compliance with the Financial Conduct Authority’s training and competence regime and the BVRLA Code of Conduct. Modules are tailored to the vehicle leasing sector. The modules enable learners to keep up to date with the core knowledge requirements of the industry. u

“This was the best sales course I have attended and will encourage me to explore NLP more,” said Adrian Horton of Ogilvie Fleet Ltd. Also pleased with the course was Claire Shenton of SG Fleet UK. She said: “I wanted to thank you following on from the NLP sales course that two of my colleagues attended yesterday. Upon their return to the office they immediately gave me feedback to say how informative the course was. They gained a lot of tips and great ideas to help them in their day jobs. Thank you. You never disappoint.” u To check availability for the next NLP for Selling course visit the BVRLA website.

You can also read a BVRLA Blog by NLP trainer Roy McDonald online at bvrla.co.uk 13

YOUR ASSOCIATION

In the spotlight…

In the second quarter of 2019, the BVRLA was mentioned in 178 pieces of media coverage. During the period ten press releases were issued: 1 Top tips for car rental this Easter.

2 ULEZ advice from the BVRLA. 3 Nina Bell appointed BVRLA Chairwoman.

4 Government’s Road to Zero Strategy is falling short.

5 BVRLA comments on latest BiK statistics showing continued decline in company cars.

6 Flexible car use can deliver future urban mobility, says BVRLA. 7 Government provides welcome boost to the company car market.

8 Boost for EV charging as BVRLA provides Plug-in-Pledge update.

9 Top tips for car hire this summer.

10 Company cars maintain their ‘cleanest’ credentials despite rise in CO2.

YOUR ASSOCIATION

The BVRLA Blog The BVRLA Blog shares the knowledge, experiences and views of specialists and industry experts, covering a range of topics of interest to members.

Recently joining the BVRLA blogging community is the Managing Director of Fleet Alliance, and BVRLA board member, Martin Brown, who writes about the crucial role of vehicle leasing in driving the road to zero.

Proud BVRLA Members campaign As people want to do business with a company that inspires confidence, make it easy for them to identify you as a BVRLA member.

By proudly displaying the BVRLA logo, members provide reassurance to vehicle rental and leasing customers that they are dealing with a company that delivers the highest industry standards,

adheres to a Code of Conduct and is subject to an ongoing audit regime.

Add to this the added reassurance of knowing that – should anything go wrong – they can access the BVRLA’s Alternative Dispute Resolution Service free of charge, and it is clear why customers would want to choose a BVRLA member.

With this in mind, the BVRLA has launched the ‘Proud BVRLA Members’ campaign to encourage members to: 1 Display the BVRLA logo with pride, and 2 Post ‘Proud BVRLA Members’ photos online and tag us @bvrla to share them. (The picture must include the BVRLA logo as well as your company name.) u Visit the Proud BVRLA Members photo album on the BVRLA Flickr channel.

| Summer 2019

The BVRLA Blog has also recently hosted Arnold Clark’s Rental Training Manager, Elaine Byrne, who shared her views on why it should be ‘all for one and one for all’ in the vehicle rental sector as it does its bit to fight terrorism. u All BVRLA Blogs are published on the BVRLA website.

If you want to be a BVRLA blogger, contact Helen in the BVRLA Communications team.

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