April 2011

newslink

ncca

April 2011

The official journal of the National Carpet Cleaners Association

Features:

Niche Marketing The Cleaning Show ŠMajestic by Brintons

Contents

Published monthly by:

03 From the editor

The National Carpet Cleaners Association

03 Marketing news 04 Chem-Dry’s Kilimanjaro challenge - update 04 Company profile: Vitec Global 06 Niche marketing for hard floor cleaning

62c London Road, Oadby, Leicestershire, LE2 5DH Tel: 0116 271 9550 Fax: 0116 271 9588 E-mail: admin@ncca.co.uk Website: www.ncca.co.uk

and other services 08 The Cleaning Show 2011 - an ‘outstanding event’ 10 Chemspec Europe wins two awards for innovation at the 2011 Cleaning Show 12 A Board decision 14 The key to top Google results for your website 18 One-to-One 20 Health and Safety training for the carpet and upholstery cleaner 21 Checking out the competition 22 UK water testing regulations 26 The 2011 Budget - how it has affected small business 30 Enforcement notices - what you need to know Opinions expressed in this publication are not necessarily those of the Association or it’s officers or members. Whilst every effort is made to ensure the accuracy of the statements within this publication, we cannot accept responsibility for any errors, or omissions, or matters arising from any clerical or printing errors, and whilst every care is taken of manuscripts and photographs submitted to us, we can accept no responsibility for any loss or damage.

Editor Nikki Law Editor in Chief Keith Robertson Design Editor Nikki Law Company Secretary/ Technical Director Paul Pearce Training Director Pawlo Woloszyn Marketing Director Keith Robertson Member Liaison Director Glyn Charnock Associate Liaison Director Denise Pitt Events Director Nigel Lay

©Carpet Cleaners Association Ltd 1994 (Trading as the National Carpet Cleaners Association).

No part of this Newsletter may be reproduced, stored in a retrieval system or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without the prior permission of the Carpet Cleaners Association Ltd.

page 2

From the editor

O

©Photographs: Quartz Publishing and Exhibitions

n the 1st - 3rd March we attended The Cleaning Show 2011 at the NEC in Birmingham - a major biennial event where companies can market, sell and promote their products and services to an international audience.

Each year the show gets bigger and better, attracting thousands of visitors keen to see all that's new in the cleaning industry. This year it welcomed almost ninety new exhibiting companies and has been heralded an outstanding success, drawing a high quantity and quality of visitors to the stands.

The show exceeded all our expectations, especially in light of the current economic climate. Our stand was extremely busy and we received more expressions of interest in Association membership than at any previous show, handing out over a hundred information packs. We were really pleased that people took the time to stop and speak to us and were receptive to learning more about the NCCA and our role within the industry.

All sectors of the cleaning industry were represented at the show and many new specialist cleaning solutions were launched. This year innovation was rewarded with an expanded and enhanced awards programme. Two awards were presented to Chemspec Europe, who won in the Carpet and Upholstery Cleaning Products/Services category for their acclaimed detergent free cleaning product DFC105 and in the Cleaning

Product/Service category for their water-based, broad spectrum, anti-microbial Formula 429.

Neil Nixon, chair of the judging panel and editor of Nikki Law C&M, said “Judging the expanded scheme was a tougher task than ever before. Competition was fierce and we had some excellent winners”.

The Cleaning Show 2013 will be staged at the NEC, Birmingham from 19th to 21st March 2013.

For further details please contact Martin Scott on: 01895 454438 or visit: www.cleaningshow.co.uk

Marketing news As usual we have been busy with our marketing endeavours and continue to have articles printed in the trade press.

We have now also fully launched ourselves into the world of Social Media Marketing (SMM), recognising it to be an excellent way of generating exposure and maintaining/gaining close links with prominent industry players.

For those who’d like to join us we can be found on Facebook at: www.facebook.com/NCCAFloorCare and Twitter at: www.twitter.com/NCCA_floorcare_ Our existing marketing campaign - the main objective of which is the inclusion of editorial in as many home, women's interest and lifestyle magazines as possible - continues to run alongside our other marketing ventures.

During the last month our efforts in this area have come to fruition with the publication of an article in a prominent and widely read womens interest magazine.

The article focuses on women who have made changes in their lives and set up successful businesses. It features NCCA Director, Denise Pitt.

It can be viewed in the April edition of Good Housekeeping.

page 3

Chem-Dry’s Kilimanjaro challenge - update

W

e are extremely proud to announce that thirteen members of our team reached Kilimanjaro's Uhuru Peak on Friday 11th March at around 8am, following a hellish nine hour walk in absolute darkness, eerie silence and bitterly cold winds.

For seven days the team lived out of backpacks, slept under canvas and clocked up between six to eight hours of walking every day.

The Challenge has been an incredible experience and a wonderful means of raising funds (and the profile) of our charity of the Year - Asthma UK. To date we have raised in excess of ÂŁ7,500 which will be presented to the charity next month.

We would like to thank everyone who supported our challenge and helped to raise funds for Asthma UK.

Company profile: Vitec Global

V

itec is a global leader and has built solid portfolios of products around

environmentally friendly next generation antimicrobial nanotechnologies. Recent developments have produced high quality products which create long lasting antimicrobial barriers on all textiles, including carpets and upholstery. Vitec demonstrates that it is possible for businesses driven by environmental concerns to deliver economic solutions in increasingly competitive markets. www.maxgermguard.com

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Call Dave For More Info on: 0208 393 4778

Keith Robertson

Stoneman’s Corner

Marketing for hard floor cleaning and other niche services

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ore and more carpet and upholstery cleaners are adding further services to their existing business in order to gain more work, with many now branching into hard floor care and maintenance.

It is important to remember, when introducing a new service, to approach the prospective customer in the right way. Many of us, when responding to an enquiry, will simply make a site visit to carry out a survey and prepare a quotation. We call this an 'estimate'. However, if you are looking to expand your horizons it could be more advantageous to offer an 'audit' rather than an 'estimate'.

What is the difference? Well, let me explain.

Instead of simply measuring the rooms, or checking the items to be cleaned, explain to your prospect that with their co-operation there is a way in which you can offer them an even better service. The idea is gain their permission to list all the areas and items

which you are able to look after on their behalf, then inform them you are qualified and equipped to care for these items and explain the services you offer.

You may also want to explain that from time to time you offer special discounts to long term clients who have a care and maintenance plan in place.

Often when you inform them of this they will respond to your ideas in a much more positive way.

Where possible, it is better to discuss the audit before you visit, but even once you arrive it is still possible to get permission to carry out a full or sometimes partial audit. However, if you just cannot bring yourself to discuss this, or feel you don't want to invest the time to carry out audits, then simply keep your eyes and notebook open and write down whatever you can see.

Once you have created an inventory of the flooring and furnishings within the property you will page 6

need to carefully log the details of the prospects' furnishings on your database for future reference.

Was the hall carpeted or engineered wood flooring?

Was the kitchen limestone or ceramic? What was the flooring in the cloakroom? A detailed log is extremely important if you wish to offer a smooth and seamless service.

To further spread the knowledge of your additional services it is good policy to always leave some printed information with prospects and existing clients. This might include an NCCA leaflet, written material about your company, a list of your niche services and your credentials, including membership of the NCCA. Among my own arsenal of information I have a four-page A3 size menu and printed leaflets. I also have PDF copies of all my printed information for emailing. It is important to take every opportunity possible to inform your prospects/clients of everything you do.

On my Hard Floor course I make a point of supplying the delegates with some samples of the leaflets and written information that I use to market my various services. I am not suggesting they copy them, but to view them as an example of the sort of material they should be handing out.

Last year, fellow member David Weaver explained to me how he always kept his eyes open when visiting customers' homes and businesses and would see all sorts of surfaces he knew he could restore. The thing is, until he pointed this out to his customers they were completely unaware that he was capable of looking after these as well as their soft furnishings.

This is the point - they don't know. Their minds are focussed on what they need today and they tend to blank everything else out, so it is our responsibility to educate them.

I come from a sales background but now ignore many of the techniques I learned to close sales, preferring to use education as my chief method of convincing prospects that I am different from the herd. I don't subscribe to Neuro-linguistic programming (NLP) techniques (i.e. messages

intended to condition the conscious or unconscious mind), like many in sales are prone to do, and personally get very cross when I detect that a sales person is trying to use them when talking to me.

When using the 'education' method of selling your services it is obviously imperative that you keep an up-to-date level of knowledge of the services you are offering.

If you are involved in hard floor care there are a number of things available that you can do to increase your knowledge.

The NCCA offer a Hard Floor Course which is an ideal starter if you are considering dipping your toe in the water.

There is also an IICRC Stone and Tile Cleaning course available, which is theoretically based and extremely informative. On this course you will learn over one hundred and fifty specific facts which you will apply throughout your stone and tile cleaning career.

Karl at Amtech also offers hard floor training as does Nu-Life in Stockport and Dry Fusion in Lancashire. Recently Alltec brought in the inventor of a new marble polishing system and over twenty attendees, mostly NCCA members, spent two full days learning how to use this system (these are the hard flooring courses offered by Associate members that I am aware of, but if you know of any others please let me know).

After attending a course you will need to set aside some time to practice in the garage or workshop before meeting your public. I always think you can never practice too much, nor is it possible to overrehearse what you are going to say to your customers.

To summarise, keep looking for new niches, learn and equip yourself before offering them to your customers and then make sure you tell your existing and new customers what you can do to help them.

Of course there are niches other than hard floors. I recently read Chemspec's latest Newsletter and the content nudged me to prepare a leaflet on my new 'Antimicrobial Treatment Service`. So, what's going to be your next service? page 7

©Photographs: Quartz Publishing and Exhibitions

The Cleaning Show 2011 - ‘an outstanding event’

A

nybody with concerns that the current economic climate might damage the quality of attendees at The Cleaning Show 2011 needn't have worried - the event closed its doors on Thursday 3rd March following three vibrant days which both exhibitors and visitors described as 'outstanding'.

The official number of visitors attending this year's event is 7,652, with the vast majority being in a position to purchase or specify equipment and services. Martin Scott, exhibition sales director, said: "The Cleaning Show 2011 exceeded all our expectations, and was a clear demonstration that the UK cleaning industry continues to thrive despite tough economic times. As organisers we were struck by the quality of the exhibits and the amount of genuine innovation on show.

From our exit survey, it appears that visitors were similarly impressed. We welcomed almost ninety

new exhibiting companies to this year's event - I look forward to seeing them all again in 2013."

Mark Woodhead, chairman of the British Cleaning Council, said: "The Cleaning Show was a huge success from the BCC's perspective.

Throughout the course of the three days I was able to meet numerous decision-makers and influential people from a variety of industries and countries, as the show once again displayed that its appeal spans continents and industry sectors. I particularly liked the new innovations for the show, especially the Green Zone and the improved Innovation Awards, which demonstrated our industry's appetite to engage with issues of sustainability and social responsibility, both of which will be explored again at our own Cleaning Conference in October.

I would like to pass on my congratulations to Quartz for another successful show from all of page 8

the BCC's members, and look forward to seeing everyone again in two years time."

Exhibitors, too, were full of praise for the event.

Lyndsay Taylor from first-time exhibitor New Zealand Pump Company, said: "It was the first time exhibiting for us at The Cleaning Show and the response that we had was phenomenal. It ranks among the top five shows that we have exhibited at across the globe. We would also like to thank the event staff for making the booking process easy and hassle-free. Now the hard work begins with following up the leads."

Other new initiatives that proved particularly successful were the Priority Pass Scheme, which enabled visitors to prepare their badges in advance on-line, and the VIP Visitor Programme, sponsored by ICE. Innovation Awards The organisers of The Cleaning Show 2011 rewarded innovation with an expanded and enhanced awards programme at this year's event. Neil Nixon, chair of the judging panel and editor of C&M, said: "Judging the expanded scheme was a tougher task than ever before, but extremely rewarding. I am very grateful to my fellow judges - Bob Vincent, Paul Thrupp, John Stinton, Maureen Marden and Michael Poulter - for their diligent work, enabling us to physically judge almost fifty products during the first day of the show.

Competition was fierce, and we had some excellent winners. Thanks to all the exhibitors that took part, submitting one hundred products and services for the consideration of the judges."

Congratulations to this year's winners: ! Carpet and upholstery cleaning products/services: Chemspec Europe - DFC 105. ! Chemicals and dosing systems: GLORIA - Foam Master.

! Eco/green products: Centrego - Toucan Eco. ! Floor cleaning machines (indoors): ICE Cleanfix Robo 40. ! Floor cleaning machine (outdoors): Gumclear CCR3000. ! Food hygiene products/services: Bio-Based Europe - Hard Surface Sanitiser. ! Healthcare products/services: Chemspec Europe - Infection Control Fogging Solution. ! Pressure washers/graffiti removal products/services: Bio-Based Europe - Graffiti Remover. ! Retail cleaning products/services: Prodifa Aluminium Ashtray Bag. ! Washroom products/services: Cannon Hygiene Activap. ! Software and management systems: OGL - ProfIT Plus Business Intelligence Module. ! Window cleaning products/services: Aqua-Dapter - Flow Controller. ! OVERALL WINNER: Aqua-Dapter - Flow Controller.

The Cleaning Show 2013 will be staged at the NEC, Birmingham from 19th to 21st March 2013. The event will co-locate with the highly successful IMHX exhibition, ensuring the crossover of visitors from the materials handling and warehousing event.

The Cleaning Show is organised every two years on behalf of the cleaning industry by BCCE Ltd, a company jointly owned by the British Cleaning Council and Quartz Publishing & Exhibitions Ltd, publisher of C&M. For further details on The Cleaning Show please contact Martin Scott on: Tel: 01895 454438, Email: martinscott@quartzltd.com www.cleaningshow.co.uk page 9

ŠPhotograph: Pawlo Woloszyn

Richard Sudall and Julie Roberts from Chempec Europe with the awards

Chemspec Europe wins two awards for innovation at the 2011 Cleaning Show

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long history of developing and marketing innovative products has been acknowledged and rewarded this year when Chemspec Europe won awards in two of the twelve categories at the 2011 UK Cleaning Show.

DFC 105 was awarded the Innovation Award 2011 in the category of Carpet and Upholstery Cleaning Product.

Formula 429 was awarded the Innovation Award 2011 in the category of Healthcare Cleaning Product/Service.

In the category of Carpet and Upholstery Cleaning Product the Award was granted to Chemspec Europe for an innovative new Detergent Free Cleaning product, DFC105, that is made from naturally

generated ingredients and totally avoids the use of surfactants and phosphates.

The ingredients in DFC105 are confirmed as 'generally safe for consumption', by the Food Standards Agency, being part of our everyday diet.

DFC is formulated to work even on severe soiling and, with the trend being towards natural product use, it is Chemspec’s ambition that DFC becomes the industry standard for responsible carpet cleaners and for those specifying carpet cleaning work to be done. Professional carpet cleaners should see this as a unique opportunity to market safe and natural methods of cleaning to an increasingly conscious marketplace. Chemspec Europe claim that DFC105 does the job at no higher page 10

cost to the user and zero cost to the environment, so they believe that it makes really good sense to use safe, natural products, with no synthetic chemistry, that are perfectly safe for chemically hypersensitive individuals, children and babies.

DFC105 has been fully tested and has more independent accreditation than any other single product in the industry.

The other Award, in the category of Healthcare Cleaning Product/Service, relates to the vital requirement for an effective procedure to significantly reduce the incidence of Healthcare Associated Infections (HCAI). In 2010, Chemspec Europe qualified as one of nine selected from a list of two hundred and fifty organisations to take part in a national, Smart Solutions programme seeking new technologies with the potential to reduce HCAI rates within the NHS. In the category of Healthcare Cleaning Product/Service, the 2011 Innovation Award was granted to Chemspec Europe for the delivery of an innovative service, in conjunction with their service

partner, ISS, in the form of an Ultra Low Volume, cold fogging system, using Formula 429.

Formula 429 is a water-based, broad spectrum, antimicrobial incorporating Byotrol, which is fogged to control levels of environmental bacteria. It does not require heating and does not use solvents or chlorinebased compounds. The HCAI trial evaluated the effectiveness and turnaround times of the cold fogging system using Formula 429 in decontamination of hospital ward rooms such as infection control side rooms, patient toilets and bath areas, sluice rooms, bedded bays and associated equipment in Barts and The London NHS Trust hospitals. The Department of Microbiology at the London Hospital assessed the Results for E.coli. C. difficile and MRSA. Overall the study indicated that cold fogging with Formula 429 is a practical and effective method of decontaminating hospital ward areas that are potential sources of infection. A summary of the findings is available via the link: http://www.smartsolutionsforhcai.co.uk/documents/C hemspecfinalsummary14Feb2011.pdf

A measured standard of cleaning Winner of the NEC Cleaning Show, Carpet and Upholstery Product/Service category, Product Innovations Award of 2011 The most highly decorated products in the industry!

Holder of seven independent industry validations Tel: 01274 597333/Fax: 01274 597444 Website: www.chemspec-europe.com E-mail: info@chemspec-europe.com

A Board decision

F

Keith Robertson

rom time to time, situations develop which lead to the Board of Directors being required to meet to consider problems affecting members and in some cases make adjustments to our views, or interpretation, of what is or isn't acceptable in matters relating to full or Associate members.

The running of the Association is based on three separate documents that set-out and detail the way the NCCA and members carry out their business in relation to each other.

First, there are the legally required Articles of Association that form the basis of the Association's constitution. These were updated in 2010 and approved by the members to meet the requirements of the 2006 Companies Act. They set out the legal framework of the Association and how certain things are to be performed, dealing with operating issues such as the calling of general meetings and the process for appointing and selecting directors.

Secondly there is the Code of Practice which all members are required to follow. This was last reviewed in 2007 and can be read by anyone, including the public, on the NCCA website.

The third is a series of documents held in the head office detailing the Standard Operating Procedures (S.O.P.’s) which are applied to the daily running of the Association. At my last count there were fifty six individual S.O.P.'s covering everything from Staff and Directors, Office Procedures and Finances, to matters affecting the Membership. Additions and alterations to the S.O.P.'s are made as events dictate and are all approved by the Board. Periodically they are all checked and reviewed.

An example of a matter, which has recently required Board consideration, was a member complaint that an Associate member had advertised a training course in Newslink and having applied to attend the course the member was turned down.

The basis for this was the location of his company, which happened to be in the same town where the

Associate member operated the cleaning side of their business.

The Board could understand both sides of the argument, one that an advert had been placed in Newslink for the attention of members and yet the member had been turned away. On the other hand the Associate member had a legitimate reason in their view for concluding that they did not want to participate in the training of a competitor who was on their doorstep.

The Board understood that not all training companies or trainers would take this view as the NCCA tutors teaching NCCA courses are under obligation to train any member regardless of where they live. Both myself and Paul Pearce, and no doubt previous trainers over the last forty years, have trained others who are on their personal doorstep.

To ensure that we were being fair to both parties the Membership Director, in conjunction with the Associates Director, sought legal advice and were told that although we live in an age where it appears that you dare not discriminate under any circumstances, it is still quite legitimate to protect your own business interests in a situation like this.

It is not for the Association's Board to dictate or require any member or Associate to alter their business practice but it is at the same time important to consider and protect the interest of our members, so a decision has been taken that in future any advertisement placed in Newslink must not discriminate in any way.

In other words, any service or product advertised in the Association's magazine must be available to any member regardless of where they are based.

The Board is not expecting Associate members to change any of their operating rules or practices, except when advertising through the Association.

During the Boards discussion the question was raised about the possibility of dealing with a member who may have a poor record of paying and whether our decision might impact on this page 12

potential problem. The answer, we believe, is quite simple and that is, if an Associate has reason to believe that there may be an issue they are quite entitled to request payment in advance. Certainly in the case of training this is now the norm rather than the exception.

The board was faced with this particular issue recently, when an industry supplier requested to become an Associate member. The company in question had previously gone into liquidation and had subsequently reformed but had, at the time of going out of business, owed money to the Association.

The owner of the company who is well known in the industry has always proved to be an advocate of the NCCA and the Board agreed he would be an asset, nevertheless, our first interest was to protect the Association's members financially and so the decision was reached that the company would be allowed to join as long as they agreed to pay in advance. Unfortunately, the individual involved was upset at this request and declined the offer and subsequently rumours have circulated that the Board were unfair in their decision.

Let's be honest, the members of the Board are not special, but are simply representatives from the members, and none of us presume we are gifted or different to anyone else. We all run our own businesses while at the same time volunteering some of our time to assist with the running of the Association. We are assisted on specific projects by some extremely loyal members and we would be lost without the help of our three full-time members of the Oadby office staff.

From time to time we do have individual Directors who have brought a wealth of useful and practical experience to the Board as did past president, June Frankum and most recently Nick Johnston. June retired in 2010 and Nick has recently left the industry to pursue another career.

We sincerely wish them both well. They became good friends both to the Association and to the Directors and each left behind influences and

alterations to working practices which have been of great benefit to the Association.

Currently, as we move forward, the Board which includes the three directors who joined in 2010 are, among other things, working on arranging the next GM and also an incredible event for the autumn and a new programme for 2011. We are extremely keen that we all have the opportunity of getting more out of the Association and strongly believe that if we could have at least two events each year where we can all get together we will become a much stronger and cohesive force in the marketplace.

NCCA member referral results Since publishing a referral statistics report in last month's Newslink there have been 244 recommendations for full members provided by the NCCA. This number is made up of 93 referrals from the NCCA office, 145 potential customers contacting members direct through the website and 6 referrals to members without an email address, which we have tracked using the office database.

If you have not yet supplied us with an email address, but would like to receive notification when your details have been given out, please contact the NCCA office on: 0116 271 9550.

NCCA logo When displaying the NCCA logo the Association always recommends featuring your membership number. This, along with promoting your company, will assist the NCCA in misuse of logo cases. If you would like a copy of the NCCA logo with your member number please contact the office.

This can be sent via email or on disc.

page 13

The key to top Google results for your website...

SiteWizard

T

here are two roads (and trains of thought) to getting your website found in the search engines. The Short Road (Pay Per Click) and the Long Road (Free Listings). Google is the most widely used search engine in the UK and we are going to be focussing on the methods for getting your site to the top of the pile.

In this article we reveal how you can get targeted visitors to your website via the Short Road or 'Pay Per Click'.

Pay Per Click or PPC is a technique that allows your website to feature in the first page of search results for search terms you specify. You pay a small fee for each time someone clicks on your link.

You have paid for just the click and the visit. That is why it is so essential to make your website appealing and targeted towards getting the visitor to contact you or use your services.

People spend a great deal of time and money getting visitors to their websites. The question is, do you want a visitor from Korea or the USA to find your site? You probably don't! Do you want someone searching for your service in your local area to find you? You probably do!

We call PPC the Short Road because you can literally get your website to the first page of search results for any phrase you choose within a few hours of reading this article. However, as with any quick solution, it has cost implications.

The biggest mistake you can make when implementing a PPC campaign for your website is using terms that are too broad or vague. The second biggest mistake is if you only offer a service in one area but are paying for national or even international exposure.

If you are not sure how to find the keywords that will be suitable for you, you can go to Google and search for 'google keyword tool'. This is a free tool that enables you to see if the keyword that you are thinking about paying for gets any traffic. Once you have followed the instructions this tool will let you

know how many searches are done for the keyword locally (UK) and globally each month. There is also a green bar that will show you how high the competition is for the keyword, so you really should look for keywords or key phrases that have plenty of searches but low competition therefore your keyword will cost you less but will generate you the right kind of leads. At the time of writing this article I can tell you that 'upholstery cleaner' had 5,400 searches a month locally with high competition. The key phrase (please note this is spelt incorrectly deliberately) 'uphostery cleaner' had 22,200 searches locally per month, it also has high competition. Of the two key phrases I have looked up I would go for the incorrectly spelt one for a PPC campaign as there are more people who cannot spell than can spell.

You need to know this information so that you can make the correct decision as to which key phrase you are going to invest in using PPC. It is vital that you do not pick broad search terms when paying for visitors. If you picked the term 'upholstery cleaner' (spelt whichever way!) you will get lots of click costing you money each time but you might not cover the area of the person searching Google. If, however, you choose terms such as 'upholstery cleaner London' or 'carpet cleaner London' (and limit the geography - see below) then page 14

you are reaching your specific target audience and almost certainly paying less for each click. Clicks start at around 10p each.

Also it is essential that you limit the geographical location for which your search terms will be displayed especially if you are going for a generic term. Google (and ONLY Google at this time) offer a unique service of limiting your PPC advertising to only be displayed to people within your local vicinity (assuming that you do not sell online then this is the information to follow). You need to choose the countries, towns or areas that wish your website to be found in. This can narrow it right down to a specific town or area near you!

We also recommend un-ticking the option called 'Content network' under 'Networks' in your Google Account.

For more detailed information and a free, impartial guide about setting up a Google Pay Per Click Account (Google Adwords) and creating your first geographically targeted campaign see the SiteWizard web page: www.sitewizard.co.uk/payperclick.htm There is another way to be found in Google and that is in the organic listings which takes longer but often has a lower cost or can be free if you do it yourself.

If you would like more information regarding getting your website listed in Google then please visit: www.sitesizard.co.uk/ncca

Reminder We would like to remind you that you now have the option to receive Newslink via email, at your request.

You may receive this in addition to, or to replace, the hard-copy version you receive each month.

The online Newslink is displayed at high resolution, enabling user-friendly reading and is presented like an actual magazine, with pages that ‘turn’ when flicking from one double-page spread to the next!

If you would like to receive Newslink via email please ring Nikki on: 0116 271 9550 and request it as an addition or replacement to your existing hard-copy.

Diary Dates 2011 NCCA COURSES Carpet and Upholstery Cleaning 17th - 18th June 23rd - 24th September (please note: change of date) 25th - 26th November Health and Safety For The Carpet and Upholstery Cleaner (NCCA members only) 16th June 15th September 17th November Spot and Stain Removal 18th November Hard Floor Cleaning 3rd - 4th November Leather Identification and Cleaning 12th May 14th July 14th September NCCA courses held at NSPCC Training Centre, Leicester unless otherwise stated.

Visit: www.ncca.co.uk for booking forms and further details.

IICRC COURSES (SURREY) Fire and Smoke Restoration Technician 19th - 20th April with Adam Jankowski Odour Control Technician 21st April with Adam Jankowski Held at National Flood School, Farnham, Surrey. Tel: 01252 821185

IICRC COURSES (HERTS) Commercial Carpet Maintenance Technician 4th - 5th May with Paul Pearce Carpet Cleaning Technician 7th - 8th June with Paul Pearce Held at Alltec Network, Royston, Hertfordshire.

Tel: 01763 208222

Visit: www.iicrc.co.uk for further details on IICRC Training Courses page 15

One-2-One

I

Derek Bolton and James Parker (StainShield Ltd)

n the December/January issue of Newslink we introduced a new concept where we printed the contents of a telephone conversation between two of our members, Derek Bolton and Peter Collins. The discussion focused on the use of protectors in the home.

On reading the dialogue, James Parker from StainShield was prompted to contact Derek to discuss his own particular views on the subject.

Below is the conversation which ensued.

James: Hi Derek your conversation with Pete about protectors has prompted me to make the following comments‌ I'm going to start with the subject of solvent protectors - come on Derek, you cannot warn your readers against using solvent protection in peoples' homes without advising them of the downsides of the alternative, which are: 1. With most new upholstery on the frame the risks of water-based applications are unacceptable.

Irreversible damage through shrinkage and cockling

(distortion) are common, especially with mixed fibre suites.

2. Members could face an unwelcome outcome when confronted by sisals, jute, sea grasses and viscose, etc.

3. A reduction in the use of solvents could also quickly lead to the demise of the lucrative and potentially huge market for on-site curtain cleaning, not to mention the dry cleaning of upholstered furniture. I recently visited an over-hyped retail furniture chain where around 40% of the upholstery on display had 'dry clean only' tickets on it.

I appreciate that we all have to be aware of the powers of 'Elf and Safety' but I am not aware that today's hydrocarbon (mineral) solvents are on anyone's 'hit list'. And, as you are aware, the public can readily purchase far more dangerous products for home use than these professionally applied fluorocarbons. What we can also be sure about is that none of your members want to be in the 'risk' business and all these markets can be safely catered page 18

for with the application of solvent protectors or cleaners.

Derek: Blooming heck James! I reckon you are enjoying one of your sessions of playing Devil's Advocate again. Can I just point out that…

1. Most protectors are water-based these days and quantities being applied vary from product to product. Some require as little as one litre of readyto-use protector to a three piece suite which equates to approximately twenty-six square yards of fabric. You have to move quickly so the problems you mention are hardly relevant.

2. Although you are correct in saying that members could be in trouble when it comes to natural flooring, can I refer you to my previous answer and to the small amounts that need to be applied.

3. On-site curtain cleaning has moved on and there are now ways of wet cleaning curtains, without solvents, and shrinkage has been either minimised or eliminated.

James: You have made some fair points Derek. You also mentioned lengthy curing times during your discussion with Pete. With fluorocarbon curing there is now no need for any more downtime to allow protected items to cure. Our own aqueous and solvent based treatments, along with many others, are now fully air curing (i.e. once dry - fully cured). The cautionary note to this is that 'touch dry' means very little and if moisture is still evident underneath the surface the protector will not work properly.

Derek: I take your point that there are now products on the market claiming there is no curing time required. I have to say, though, that I have seen no written technical evidence to support these claims. Until such time as I do I will remain sceptical if only to make sure there are no toxicology problems if used too soon.

James: Yes, sometimes it is sensible to approach things with caution and if you don’t feel entirely comfortable then I agree you should hold back.

During your conversation with Pete you made a comment about Polypropylene being nonabsorbent and therefore unable to absorb

protector: No argument there, however, this 'stain free' fibre is also often used in the same way as nylon in a wool mix. Such mixes vary between 10 50%; they do not wipe clean and would, in my opinion, fully justify protection.

Derek: Absolutely, although one has to be careful how much product is applied. I have come across instances of over application on Polypropylene rich carpets which have then dried sticky with the protection rendered ineffective.

James: Over application is something you should avoid with many cleaning related products.

Derek: Couldn’t agree more. Anyway, I had better go now. I have been summoned by ‘she who must be obeyed’. I just want to finish up by saying that ‘protection’ is an excellent additional service which can increase revenue for the cleaner, plus there are the obvious benefits to the customer.

Bye for now.

New NCCA Members FULL MEMBERS Healthy Homes & Businesses (Bedford, Bedfordshire) Advanced Clean (Southampton, Hampshire) T L C Carpet Cleaning (Weymouth, Dorset) Mylondonhome Ltd (Westminster, London) Premium Carpet Care (Stevenage, Hertfordshire) Xtract2clean (Bridgewater, Somerset) The Carpet Doctor (Cheltenham, Gloucestershire)

page 19

Health and Safety training for the carpet and upholstery cleaner Ken Wainwright

I

've always regarded carpet cleaning as being exciting, upholstery cleaning as being rewarding‌ and health and safety as being 'as dull as ditchwater'. How wrong could I be?

I recently attended the first in-house NCCA Health and Safety training course. I've attended other H&S courses in the past but this new one, with tutor Paul Pearce, was the first one I've come across that is aimed purely at our industry and my eyes have been well and truly opened.

We all know Paul from our specialist training courses. His style is easy-going, yet animated and the subjects are always presented in an uncomplicated, almost casual style, which is why the content sticks in your memory. This new H&S course is no different and everything seems to flow so well.

Health and Safety can be quite off-putting because it involves quite a bit of time, energy and paperwork. Documents such as Risk Assessment, MSDS, COSHH, Health and Safety Policy and Method Statements can all be more than a little daunting.

But Paul really has come to the rescue. For those attending this course, a CD Rom is provided containing lots of ready prepared documents. You just download them to your own computer and fill in some of your own details. It couldn't be easier.

As if this wasn't enough, Paul has also included a

small library of official HSE informative guideline documents, so you have virtually everything you need to fulfil your H&S obligations.

So who is this course for? Being a sole trader, I was always under the impression that because I had fewer than five employees, the law was less relevant to me. This would appear to be both correct and, more seriously, incorrect at the same time. Although I am not obliged to follow some of the administrative paper chases, as are larger companies, I am still bound to follow the same laws, rules and regulations as everyone else. The consequences of not following the law can be very severe. Fines and costs can be unaffordable. I could quite easily lose my home and end up in prison. In a court of law, my word is not proof that I did everything correctly, however, relevant paperwork, properly presented, would be sufficient in presenting the evidence required.

The NCCA course and the template documents can provide you with virtually everything you need.

Just 'cross the T's and dot the I's' and you'll be ready to roll.

So, don't bury your head in the sand like I have for the last couple of decades, do what you know makes sense and attend the next NCCA Health and Safety Training Course. You owe it to yourself, your company and most importantly your family. page 20

Checking out the competition

I

have a very good friend whose boyfriend used to own a contract cleaning business in America.

One of his contracts was for five of some twenty branches of a bank.

They prided themselves on the high standards they liked to maintain and always left the buildings spotless.

Much to their annoyance, one evening they received a complaint from a new manager, claiming all their branches were not up to standard and they would lose the contract if things didn't improve.

Incensed by this, when they had finished that nights clean, they drove to the nearest branch their competitors cleaned to see how good their cleaning was.

In America, most banks have their ATM's in a lobby, not outside in the street, and the only way they could see into the bank was to enter the lobby and look through the windows, which they did.

Peering through the windows and running their fingers along the window frames checking for dust, convinced this branch was nowhere near as clean as the ones they looked after, they decided to look at a few more. After driving to most of the local banks and repeating the process, they satisfied themselves they were doing a much better job than their competitors.

As they made their way home along the freeway at close to midnight, they noticed that every exit had a police car blocking it. Something big must have gone down they were saying to each other.

Glyn Charnock

After passing several of these police cars flashing lights lit up the sky, sirens screamed all around them and they were forced off the freeway. Armed police had surrounded the car, the drivers' door was thrown open and my friend’s boyfriend was dragged from the car, slammed spread eagled across the bonnet with guns at his head. The biggest officer she had ever seen leapt into the driver’s seat and yelled at her “Sit still and don't move”. Terrified she screamed “We're only cleaners, leave him alone!”

As their car was searched, all she could think about was the hunting knife her boyfriend had left in the back of the car covered in blood from gutting a fish earlier that day. Were they going to be arrested for murder? Luckily the knife wasn't found.

It transpired that the petrol station next door to

the first bank they had visited that evening had been robbed about the time they were checking out the bank. A green car was thought to be involved and their car was green. They had been tracked 'casing' all the local banks, so the police, assuming they had robbed the petrol station, thought they were planning to raid a bank as well!

It took a lot of explaining, but the police eventually believed their story and they were allowed to make their way home.

They didn't lose the contract for the bank cleans, the manager got 'moved on' and my friend moved back to England, setting up a cleaning business over here which she still runs today. But she doesn't do bank jobs! page 21

ŠJoe Lim

UK water testing regulations Peter Collins

T

here are many companies in the UK that operate in the production of safe drinking water and all must comply with quality standards. The Water Supply Regulations provide strict limits on substances and contaminants that may be present in drinking water. Below I have listed the limits, known as Prescribed Concentration or Values (PCV's), for many of these substances.

HYDROGEN ion (pH): This is the measure of the acidity or alkalinity of water. PCV amount allowed: 6.5 to 10.0 pH units.

COLOUR: This is an aesthetic requirement; water should be clear but may occasionally show a slight reddish or yellowish tint. This discolouration is commonly caused by corrosion of iron mains and is

not harmful to health. Programmes of work are in place to replace corroded mains. PCV allowed: 20 mg/l Pt/Co. TURBIDITY: Sometimes water appears milky because of air bubbles. This is not harmful and if the water is left to stand for a few minutes it will clear from the bottom upwards. A more stringent limit is set at treatment works to ensure the process is operating effectively. PCV allowed: 1 Formazin turbidity units (at treatment works), 4 Formazin turbidity unit (at customer taps).

DILUTION ODOUR/TASTE: These are quality control tests to measure the level of odour and taste and are carried out by specialist testing panels. PCV allowed: dilution number 3 at 25° C. page 22

CONDUCTIVITY: By passing an electric current through water, water companies can measure the level of mineral salts it contains. PCV allowed: 2500 ¾S/cm at 20°C. RESIDUAL FREE CHLORINE: Chlorine is added to water to remove any bacteria and other microorganisms present in raw water. Some remains as residual free chlorine to maintain wholesome water as it passes through the system and to the tap. The aim is to keep levels at customers' taps low to minimise associated taste and odour. PCV allowed: Results are compared against long term average. Any significant difference is investigated.

COLIFORM BACTERIA, ESCHERICHIA COLI, CLOSTRIDIUM PERFRINGENS and ENTEROCOCCI: These bacteria which can sometimes be found in untreated raw water. Disinfection during treatment removes them. However, they may sometimes appear in tests in small numbers, although follow up tests usually show that the mains water is satisfactory. Their presence in samples triggers immediate investigative work. PCV allowed: this is the same in all cases - 0/100 ml.

COLONY COUNT 2 DAY AT 37 DEGREES C / COLONY COUNT 3 DAY AT 22 DEGREES C: Small amounts of harmless bacteria can be present in the water.

Water companies check the numbers of these bacteria. The information obtained helps to maintain the efficiency of the water treatment process and the cleanliness of the water mains. PCV allowed: results compared against a long term average. Any significant difference is investigated.

AMMONIUM: Ammonium occurs naturally in water from some sources. It does not cause health problems and where it occurs it can be controlled, or removed by treatment. PCV allowed: 0.5 mg/l.

NITRITE, NITRATE: Both These substances are found in water running over and through agricultural land.

Concentrations in the raw water above the amount allowed are reduced by treatment or blending. PCV allowed: 0.1mg/l at treatment works, 0.5 mg/l at customers' taps.

CHLORIDE: Comes from rocks through which the water passed, but also comes from the use of salt to de-ice roads, or from sea water intrusion into underground sources. It is not harmful to health.

PCV allowed: 250 mg/l.

FLUORIDE: Fluoride occurs naturally at varying levels. Some companies add fluoride at the request of local health authorities, however not all water companies carryout this procedure. PCV allowed: 1.5 mg/l.

Continued on next page

page 23

Continued from previous page SULPHATE: This occurs naturally in water and comes from mineral deposits. PCV allowed: 250 mg/l.

MANGANESE: Manganese occurs naturally in water and is not harmful to health. PCV allowed: 50 µg/l ALUMINIUM: This occurs naturally in water and is also used to remove impurities from water in some treatment works. Its use in water treatment is very closely controlled and continually monitored. PCV allowed: 200 µg/l.

ACRYLAMIDE and EPICHLOROHYDRIN: These can arise from use of water treatment chemicals. Strict controls are placed on the products that are used to prevent this happening. PCV allowed: in both cases is 0.01 µg/l.

VINYL CHLORIDE: This can be found in PVC plastic pipes after manufacture. Where used in water companies systems strict control is placed on the product to prevent this happening. PCV allowed: 0.5 µg/l.

TOTAL INDICATIVE DOSE TRITIUM: Measured for assessing radioactivity resulting from natural or artificial radionuclides in the environment. PCV allowed: 0.10 mSv/year and 100 Bq/l.

SODIUM: Sodium salts occur naturally in water but can be added to drinking water by water softeners if these are not installed properly. Sodium at levels around 200 mg/l will cause a 'salty' taste in the water. PCV allowed: 200 mg/l.

COPPER: Traces of this metal usually come from property pipe work, especially when newly installed.

So called 'Blue Water' caused by problems with copper can be avoided through good practice in plumbing installation. PCV allowed: 2.0 mg/l.

IRON: Iron is found naturally in some underground water. At sources where natural iron levels are high, treatment plants are provided to remove it. The use of iron in water treatment is closely controlled and does not cause health problems, however corroded iron mains and pipe work are usually the main

source of iron contamination found in water. PCV allowed: 200 µg/l.

LEAD: Lead was formerly used as a plumbing material and 40% of lead piping can still be found in the UK's water systems. Lead in amounts well above the standard can be a health risk if consistently consumed over many years. Water (especially soft water) passing through lead pipes can dissolve lead (plumbosolvency). Treatment is optimised to minimise plumbosolvency. The PCV allowed is 25 µg/l.

ANTIMONY, ARSENIC, BORON, CADMIUM, CHROMIUM, CYANIDE, MERCURY, NICKEL and SELENIUM: These substances are rarely found in drinking water. PCV's allowed for these substances are: 5 µg/l, 10 µg/l, 1.0 mg/l, 5 µg /l, 50 µg/l, 50 µg/l, 1 µg/l, 20 µg/l, 10 µg /l respectively.

TRIHALOMETHANES: Trihalomethanes (THMs) derive from the combination of chlorine with organic matter. Treatment is carefully controlled to limit formation of the substances. PCV allowed: 100 µg/l.

CARBON TETRACHLORIDE, SUM OF TRICHLOROETHENE + TETRACHLOROETHENE, BENZENE, 1,2, DICHLOROETHANE: These are solvents which can arise from industrial processes but can be removed during treatment. Water companies work with the industries themselves to ensure they do not reach the water supply in the first case. PCV's allowed are: 3 µg/l, 10 µg/l, 1.0 µg/l, 3.0 µg/l respectively.

TOTAL POLYAROMATIC HYDROCARBONS: Polycyclic aromatic hydrocarbons (PAHs) are widespread in the environment and have been detected in food, air and water. They can arise in very low levels from old coal tar or bitumen lined pipes. These are no longer used; however some remain in the system.

PCV's allowed: 0.10 µg/l, Benzo 3, 4, Pyrene A, PAH 0.010 µg/l.

page 24

ALDRIN, DIELDRIN, HEPTACHLOR, HEPTACHLOR EPOXIDE, OTHER INDIVIDUAL PESTICIDES and TOTAL PESTICIDES: Water companies test for various pesticides which may be used in their areas and may be present in the water. These come from their use by farmers, local authorities, gardeners, etc. The traces found are no longer a threat to health, being far lower than the limits which the governments medical advisers say would be necessary to protect health, however water companies are never complacent and take measures to remove even minute traces. PCV's allowed: 0.03 µg/l, 0.03 µg/l, 0.03 µg/l, 0.03 µg/l, 0.10 µg/l and 0.50 µg/l.

BROMATE: This can be formed during water treatment where ozone is used in the process. It can also arise from the use of hypochlorite when this is used as a disinfectant treatment chemical. Strict control is placed on the specification of hypochlorite used in water treatment and ozonation is carefully controlled to limit bromate in treated water. PCV allowed: 10 µg/l.

CRYPTOSPORIDIUM: This is a microscopic parasite that is present in the environment. Water supplies are strictly monitored, especially where this organism poses a risk in some areas of the UK. Low

numbers are occasionally found at the water treatment works in treated water, but these are well below the regulation limit. PCV allowed: only measured at the treatment works.

As you can see water companies have to conform to the very strict laws that the government has imposed. Geographically, water in the UK supplied by the water companies is to a certain extent 'different', however due to the strict rules, every consumer should receive water that is potable and palatable. Think of the strict controls and testing by water companies, they treat and test every single drop of water released into the mains (and these are treated and tested as well on a regular basis).

However, companies that sell bottled water are, by law, only required to test their products once a week. Their water could possibly be subject to all types of contamination and there is some concern in the water industry that it is possible the plastic bottles may be able to leech PVC's into the product.

Well… that concludes the last article in the water series. However, it is such a vast subject I think I will need to revisit it in the future; there is certainly a lot more I could learn myself. However, until then, on a lighter note below are some totally useless facts about water:

! Surprisingly, although we are told we need to drink eight glasses of water per day to be healthy, there is very little drinking water consumed by the population in the UK. Much of our water supply is used by domestic consumers for laundry, bathing, washing cars, cleaning and cooking. ! There are 396 sewage works along the river Thames cleaning the sewage and returning the water to the river. This is necessary because a drop of rain falling into the Thames could potentially (depending on where it falls) have been drunk by as many as eight people before it reaches the sea. ! The maximum speed of rain is 18 mph. ! Raindrops are about one-fifth of an inch in diameter; drizzle is about one-fiftieth of an inch. ! Including drizzle, the total weight of rain that falls on the UK in a year has been calculated as around 115 billion tons. ! A 'shower' is officially 'precipitation from a convective cloud' (that's a bubble type broken cloud).'Rain' is precipitation from 'layered cloud'. ! If a shower lasts more than twenty minutes, it's probably rain. ! A useful weather verb: 'to driffle', means to rain fitfully, or in sparse drops. ! In the UK weather forecast, the saying, 'It'll be much the same as yesterday', is right three days out of four.

page 25

Phil McCabe (FPB)

The 2011 Budget - how it has affected small business

T

he Forum of Private Business welcomed the proposals in the Comprehensive Spending Review last year, especially concerning taxation, but argued that they didn't go far enough.

While these policies have certainly moved on a little in the 2011 Budget, small businesses could be forgiven for thinking that, on balance, it is more of the same.

The complexity of the taxation system has been repeatedly highlighted as a major issue for Forum members, with 45 per cent surveyed recently insisting the current system is a disincentive to growth and job creation. Surprisingly, 57 per cent said they would pay more tax if the system was streamlined and greater profitability resulted.

So some of the Chancellor's plans, including consulting over the possibility of combining Income Tax and National Insurance (NI), tax breaks for innovators and keeping relief for community enterprise investments are pleasing, positive steps towards making the tax system more user-friendly.

Further, because the increasing cost of petrol is a major concern for businesses of all sizes - but

especially smaller mobile carpet cleaning firms - the unexpected and immediate cut in fuel duty alongside cancellations of planned future rises will be rightly welcomed by many.

However, others will question the real benefits the move will produce for businesses and consumers faced by unstable oil prices affected by factors such as dwindling reserves, political unrest, OPEC's stranglehold on oil production and the lack of viable alternative fuel to petroleum.

What we needed was a stabiliser allowing for greater direct control of pump prices - not one that's more obviously about regulating the Government's tax take from oil companies. The Forum has repeatedly highlighted the need for this and it formed a central pillar of the organisation's submission to the Budget, based on its new Get Britain Trading campaign.

The Forum's Get Britain Trading manifesto was launched in February in order to draw attention to the huge contribution small firms make to the UK's economy and encourage the Chancellor to adopt radical tactics on tax, red tape, finance and page 26

opportunities for growth to help SMEs flourish.

Rising fuel prices go hand in hand with a range of other factors that erode small firms' ability to maintain any kind of cash flow, including creeping late payments and soaring raw material costs.

Despite 54 per cent of FPB members seeing a steadying of business by the end of 2010, 46 per cent stated they had seen a sharp drop in profitability. Increasing gas, electricity and other costs have taken their toll on small businesses, eating into their profitability and ability to compete. These factors combined have a massive impact on small traders who already exist on a knife edge and rely on a degree of stability to stay afloat.

For small firms to create employment and drive the economy history shows they need tax and regulatory systems geared to growth. So it was all the more disappointing that while the Chancellor gave even more generous cuts to the big business Corporation Tax rate there was nothing extra to bring down small firms' expenditure, leading some to argue that this was really a Budget for large

companies, not entrepreneurs.

Red tape costs the UK's small employers ÂŁ12 billion per year with approximately ÂŁ1.8 billion being spent on tax compliance. A commitment to reviewing and stripping back all unnecessary bureaucracy - particularly that associated with health and safety legislation - is very welcome but it is important that there is action, and that the thirty seven hours business owners spend on form-filling every month is drastically reduced.

Finally, going forward the ability of small firms to take on new staff in order to be able to win more contracts and employ further is crucial. The Government is calling on the private sector to fill the gap left by public sector cuts by creating jobs, but conditions need to be created to ensure that SMEs can step up to the breach, via reforms to the education system, so it produces workers that help drive businesses forward.

There were some steps in the right direction in this Budget, but much more is required to create a genuinely entrepreneurial culture for the economy to make significant strides forward.

Enforcement notices - what you need to know Philip Crosbie (Eversheds LLP)

W

hilst health and safety prosecutions are regularly in the media spotlight, there is another realm of health and safety enforcement which is demanding more and more attention. Many companies invest their efforts trying to avoid a day in Court, but make the mistake of not attaching the same importance to our current topic, enforcement notices (“Notices�).

The most common Notices are improvement (requiring a change within a time frame) and prohibition notices (requiring the cessation of an activity until changes are made). In 2009/10, there were reportedly over 15,000 enforcement notices issued by enforcing authorities, around two thirds of these being improvement notices.

In difficult economic times, enforcement notices can be an unwelcome blemish on a company's record, the ramifications of which some fail to appreciate. In a tender process, disclosure of a previous Notice could see a bid ignored in favour of a company with a clean record. There is typically no investigation of the detail of a Notice; why it was served and what was done to comply. In many clients' eyes, a Notice is a Notice. Notices can also be significant in any future prosecution, as evidence of previous problems.

It is therefore important, whenever facing the prospect of being served with a Notice, that a business' response is appropriate and measured.

Responding to a Notice Whilst a business should endeavour to work with enforcing authorities to ensure a Notice is never

required, there are a number of options available if a Notice is received. Firstly, a Notice should never be ignored.

If warranted, then a Notice can be accepted and complied with. In this situation, it assists to enter dialogue with the enforcing authority to understand what options are available to achieve compliance and how the business can obtain the authority's approval for the changes that are made.

If there are concerns with either the formalities of the Notice or the matter to which it relates, then it is possible to appeal the Notice at the Employment Tribunal. If appealing a prohibition notice, the notice remains in place until the outcome of the appeal. If appealing an improvement notice, then it is suspended until the outcome.

The final option when served with a Notice is to consider negotiating with the enforcing authority, to determine if the Notice can be withdrawn or even complied with in part. This is particularly the case with improvement notices, which can be unilaterally withdrawn or amended by the page 28

enforcing authority if satisfied that the breach no longer remains.

In any event, the reaction to a Notice should be informed by the following considerations.

Notices do not prevent further action The fact that a Notice is served, does not bar a prosecution based on the same issue. A Notice may be a prelude to prosecution or it may be the end of the matter. This uncertainty can lead to difficulty when deciding how to respond.

If a Notice is not warranted, but it is still complied with then this can substantiate a later prosecution, as evidence of previous problems at a company which needed to be formally remedied.

Indeed, it is also worth considering that a business' reaction to a Notice may inform whether the enforcing authority will prosecute at all. A well thought out response may decrease the likelihood of a prosecution following.

Appreciating the wider picture In large companies or those with remote teams/facilities, it can be the case that a Notice is served and complied with at a local level, without this being communicated across the company.

If changes are made on the basis of the Notice, then changes may need to be made at other similar locations across the business. It is important that all staff are aware of the implications of Notices so that they know to communicate them at the highest level in order that a proper response can be formulated and any changes made company-wide as necessary.

Advice There can be concern that a business that pushes back, where appropriate, will face increased scrutiny from an enforcing authority. Whilst this might be the case, there is also merit in being a business known for scrutinising any attempt at enforcement.

It is important that the significance of Notices is appreciated and that the reaction to service is properly considered. The number of Notices have been increasing year on year recently and it pays to be prepared.

Items for sale BUSINESS FOR SALE Carpet and Upholstery cleaning services business for sale, established in 2001. Package includes Renault Master van (2006) with bespoke fittings for chemical storage.

Premium interactive website with online survey/quotation facility which can be viewed at www.spotlesscleaningservices.com The domain names www.spotlesscleaningproducts and also www.spotlessnetwork domain names included, and online shop facility. Steempro 2000 with all extras, Sebo Vacuum cleaner, karcher hot water extraction stainbuster, orbis cyclical cleaner, chemicals, etc. Leather restoration kit. Regular customer base. Reason for sale: Allergy to chemical products. Sale price £20,000 O.N.O. Tel: 0141 941 2510. Email: spotless@ntlworld.com

BUSINESS FOR SALE Small, long-established, reputable NCCA Registered, working carpet, upholstery and soft furnishings cleaning company. Essex based. Owner Operator retiring. To be sold as a complete package only. Mobile HWE and dry cleaning system. Domestic and commercial clients.

Genuine interested parties only please to call 07903 497298 and leave details.

VAN & TRUCKMOUNT Blue Line ThermalWave HP II - 50hp and Citroen Relay LWB Van. True Twin Wand Operation Truck Mount Cleaning. Asking Price: £17,995 + VAT. Call 0118 931 0516 for more details. Or Visit: www.truckmount.info

VAN & TRUCKMOUNT Hydramaster Boxxer 318 with only 600 hours on the clock, in excellent condition comes with all attachments and chemicals and Ford Transit 51 reg service history and 60,000 miles ply lined and racking for chemical storage in excellent condition. £9000 + vat call 07970 835686 for more details.

BUSINESS FOR SALE URGENT SALE! Due to the owners moving away!

Carpet, upholstery and stone floor cleaning company 50% OFF the valued price to the first person who offers the sale price of only £75K. Fully Automated business system in place. Full training and consultation will be provided, if needed, for a limited time only. Contact Andrew Sacker on: 07711 454402 or email: andy@GoldenProdigy.com

The Association advises that all goods are checked to be in a satisfactory condition, and comply to electrical and health and safety standards, etc. It is recommended that equipment serial numbers should be checked to ensure the seller is the legitimate owner. The Association accepts no responsibility or liability arising from any transaction or dispute between the buyer and seller.

page 29

NCCA Associate Members NCCA Shop The NCCA has a number of items to order by members. Below are some of the more popular items purchased. For a full list of merchandise please visit the website on: www.ncca.co.uk.

Orders may be placed online, or you can contact the NCCA office on: 0116 271 9550. + PAS86 Code of Practice £40.00 each + Carpet Care Survey Forms (Pad of 100) £19.50 each or £50 for 3 + NCCA Lapel Pin Badge £3.00 each

+ Alltec Network: 01763 208222 (C/M/F/T) + Amtech UK: 0845 130 4755 (C/M) + Ashby's Cleaning Equipment: 01322 227806 (C/M/E) + Bio Productions Ltd (inc. Stapro): 01444 244000 (C) + Camberford Law: 0208 315 5000 (I) + Chemdry UK: 01482 872770 (C/M/Fr) + Chemspec Europe Ltd: 01274 597333 (C/M/T/D/F) + Cleanerswarehouse Ltd: 01772 434333 (T/C/R/M) + Cleaning Support Ltd: 0844 8482371 (C/M/W) + Cleaning Systems UK: 01334 656787 (C/M/T/F)

+ Large NCCA Van Sticker (21x7 inches approx) Pack of 2 for £17.63

+ Cleansmart Ltd: 0115 8240034 (T/C/R/M/K)

+ Small NCCA Van/Machine Sticker (12x3 inches approx) £2.50 each

+ Dri-Eaz: 01908 611211 (C/M/T)

+ Promotional Leaflet 10p each (under 500), 8.5p each (500 and over) + NCCA Tie £12.93 each All prices include VAT and Postage and packaging. A receipt invoice will be sent by the office. Please allow 21 days for delivery. Goods will not be sent until payment is received.

+ Cleantec Innovation Ltd: 0870 733 7733 (T/C/W/M) + Dry Fusion UK Ltd: 01772 433711 (C/M/T/W/Fr) + Forum of Private Business: 01565 634467 + Hi-Tec Cleaning Group: 02866 341416 (C/E/F/M/T) + Host Von Schrader Ltd: 0151 347 1900 (M/C) + Homeserve at Home: 0870 320 3333 + Hydro Dynamix: 01622 664993 (Fr) + LTT Leathercare: 01423 881027 (T) + McGregor Lloyd (insurance brokers): 0121 706 0616 (I) + Nilfisk Advance Ltd: 01284 763163 (M) + Nu Life Stone Care Ltd: 0161 480 7284 (M/C)

NCCA Member Benefits

+ Prochem Europe Ltd: 0208 974 1515 (C/F/M/T)

+ Amicus Legal Ltd (free legal helpline): 01206 366500

+ Rainbow International: 01623 422488 (M/C/Fr)

+ SiteWizard (website creation) 08450 608860 + EMJ Management Ltd (workwear clothing and accessories): 02392 434650

+ Restoration Express: 01252 726106 (M/C/T/A) + ServiceMaster Ltd: 0116 275 9000 (M/C/Fr) + Sebo UK Ltd: 01494 465533 (M) + Stainshield Ltd: 01372 841467 (C) + Textile Cleaning Solutions: 01934 521155 (M/C)

+ Brian James (Marketing Consultant): 08450 608860

+ The Big Clean: 0208 3934778 (M,C,W,K)

+ Thompson Local (Ask for Corporate Advertsing Department) 01252 390385

+ Vitec Global: 02392 666053 (C)

+ Yellow Pages (Ask for Corporate Advertising Department) 0808 100 7890 + Adalante Merchant Services 01628 820500

+ Truvox International Ltd: 02380 702200 (M) + Woodbridge Comercial Ltd: 01279 422220 (C/M) C - Chemicals / M - Machinery / W - Wholesalers / Fr Franchises / I - Insurance / K - Marketing / T - Technical Services / F - Fire Retardents / A - Auxiliary Services (Restoration Cleaners) / E - Supply/Repair of Curtains and Blinds