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ncca Features:
Textile Insects Green Cleaning Identifying Curtain Damage
PictureŠBrintons Marquis Regal Red Flake
November 2015
The official journal of the National Carpet Cleaners Association
Contents
Published monthly by:
03 From the Editor: Training courses for 2016
The National Carpet Cleaners Association, 62c London Road, Oadby, Leicestershire, LE2 5DH. Tel: 0116 271 9550 E-mail: admin@ncca.co.uk Website: www.ncca.co.uk
04 From the President 06 Standards and Fair Trading report - member complaints and misuse of name and logo 07 Help to stamp out logo misuse
Editor Nicky Law
08 A free room of carpet cleaning - does it ever work?
Editor in Chief Keith Robertson
10 Latex in carpets and rugs
Design Editor Nikki Law
12 A day well spent! 14 Green cleaning: protecting our environment 16 Identifying curtain damage 18 Textile insects 22 Remember, remember... the 3rd of November (new sentencing guidelines) 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. ŠCarpet 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.
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President/Admin Director Nigel Lay Technical Director Paul Pearce Company Secretary/1st Vice President/ Training Director Glyn Charnock Corporate Director/2nd Vice President Allan Simmons Membership Director Martin Johns Marketing Director Keith Robertson Director Dave Wheadon www.facebook.com/NCCAFloorCare www.twitter.com/NCCA_floorcare_
From the Editor: Training courses for 2016
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he dates for 2016 training courses have been set. If you would like to improve your existing business, or extend the range of services you offer, then we would like to remind you that our excellent training schools will help you do just that! Below are the courses we have lined up for you next year: NCCA H&S for the Carpet and Upholstery Cleaner Health and Safety laws apply to all businesses no matter how small, even the self-employed. The laws are there to prevent people from being harmed at work and to provide a satisfactory working environment. They are also there to protect the public from workplace dangers. This excellent course includes: The law, manual handling, lone working, emergency plans and reporting accidents, work environment guidelines, slips and trips, first aid guidelines, the importance of training and induction, risk assessment, method statement, H & S policy, COSHH assessment and Health and Safety PDF documents on CD. Course tutor: Paul Pearce NCCA Advanced Spot and Stain Removal Spot and stain removal is still a genuine craft and requires a higher degree of skill and knowledge than almost any other process undertaken by the professional carpet cleaner. On this course you will use your own spotting products on the prepared samples (which will be handed out during the training). You will not just be taught how to remove the stains, but also how to do this without causing damage.
You will also receive a course manual and three spotting tools to be used on the day, which can be taken home to use again. Course tutor: Paul Pearce Nicky Law NCCA Leather Identification Newslink Editor and Cleaning Leather is an extremely complex product and cleaning it is at least as involved as cleaning fabrics, possibly sometimes more so. On this course you will learn: About the tanning process, how to identify different types of leather from Aniline through to Bicast and Faux leathers, how to determine when it is cleanable (or in need of restoring or replacing), how to identify different finishes and how to clean leather upholstery (with demonstrations). You will also be supplied with course notes and a set of leather samples. Course tutor: Pawlo Woloszyn IICRC Commercial Carpet Maintenance Technician (CCMT) Early next year we will also be hosting an IICRC training school, designed for professional carpet cleaners looking to move into commercial work. Attendance at this school will qualify you to take the IICRC exam to become a certified Commercial Carpet Maintenance Technician (CMT). Course tutor: Paul Pearce For a list of dates and locations, please see page 11 of Newslink this month. If you are interested in attending any of the above courses please contact the NCCA office on: 0116 271 9550 or visit: www.ncca.co.uk/training.php
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From the President
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Nigel Lay
or most carpet cleaners the run up to the Christmas period is exceptionally busy and most reputable companies will find it difficult to keep up with demand as it outstrips supply. But then, post-Christmas, when finances are tougher, the demand is weaker and consumers have more choice when selecting a supplier. If they have not used the services of a cleaning company before, then it becomes difficult to sort the wheat from the chaff and they will ask themselves “Who can I trust?� As NCCA members you already have credibility as part of a recognised national trade association. But, to ensure that element of trust is utilised to maximum effect, you need to take heed of the points below: 1. Tell it like it is: Be completely honest and transparent in all your dealings with clients. Don't use spin to give a false impression - sincerity is vital. 2. Admit and correct mistakes: Mistakes are sometimes unavoidable, the important thing is to admit when the fault is your own and make amends. 3. Constantly make improvements: Provide your clients with plenty of opportunities to give feedback and, where possible, make improvements. Clients will feel more confident that you have the ability to meet their changing needs. 4. Keep your promises: Make sure that you deliver the results you have promised, which will gain
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brand credibility. Once again, if mistakes happen, be accountable. 5. Treat everyone equally: Treat all your clients with genuine respect and consideration, regardless of who they are or how much money they spend. If you put into practice some of the things above, you will find that you also become more efficient, saving yourself and your clients more time and money. This will further ensure that consumers come to know your business as trustworthy.
NCCA consumer leaflets The NCCA tri-fold leaflet, which is available to members, presents another opportunity for you to promote yourself and gain new business. Aimed at the customer, it includes details on the Association, members, surveying and cleaning and includes a section on how to tackle stains and spillages, encouraging your customer to retain the leaflet for future reference. There is also a space on the back where you can place your own company details, ensuring that your customer will have your particulars readily available should they want their carpets and upholstery cleaned again in the future. For further information, or to place your order, please call the NCCA office on: 0116 271 9550.
Standards and Fair Trading report - member complaints and misuse of name and logo Lewis Scroby
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n the last twelve months the NCCA has investigated ten formal complaints against members. This is an improvement on the previous year's fifteen complaints, and we have also been aware of the positive actions of several members in preventing complaints escalating and/or requiring our intervention. However, the attitude of some members towards customers with a complaint continues to be a concern. Whilst we appreciate that there are some very difficult customers out there, remaining professional when a problem arises is very important in ensuring a situation can be amicably resolved. Members need to appreciate the position that they are in when a customer has reason to complain. You do not have to accept liability for a problem, but you do have a responsibility to properly investigate the claim and provide an appropriate response to the customer. The NCCA Code of Practice includes instructions and a timeline of actions for your response when a complaint arises and a detailed guide to complaints is available in the member's area of the website. Another common factor with complaints reported to the NCCA is that members are not properly qualifying with their customers prior to starting work. A survey, written report and a chat with the customer before turning on the machine will reduce concerns and reasons for complaint. If you can determine their
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expectations, find out about problem areas and make sure they understand your process before starting, they will have much less reason to question the results. This is a fundamental process taught on every entry level training course and it surprises us how many technicians still don't carry it out. We know we do labour the point, but the benefits of surveying and qualifying have been proven time and time again. The Association continues to work on preventing unauthorised companies and individuals making use of the NCCA name and logo. In the past twelve months we have contacted and warned twenty seven companies about logo misuse or false claims of membership. Most of these have responded and/or removed any illegal references (three of the companies in fact rejoined), but some are still under investigation. We are limited in our capacity for finding these breaches and do rely on many of them being reported to us by members and other parties. We are very appreciative of the members that took the time to inform us when they came across questionable companies or advertising. Some cases have been difficult to resolve, but we do all we can to ensure that these infringements are addressed and any companies or individuals involved are well aware they are in breach of various laws and regulations.
Another common problem is companies and technicians publishing the fact they have training or a certificate from the Association. Whilst we do have our own guidelines in place and actively try to discourage this, we unfortunately have no authoritative backing to prevent companies advertising the fact they have training (if they indeed have completed the course). We agree that it could be confusing and potentially misleading to customers that see the NCCA mentioned in advertising and on websites, but Trading Standards and legal bodies will not provide any support for us to pursue this. Providing they are true, we unfortunately cannot prevent statements like “NCCA Trained� (using the logo is still a breach, however, so any mention of training by non-members that is accompanied by the logo would require our investigation). Our advice to members is to distinguish the fact they are registered members, which entails much more than just training. Finally, we are currently involved in a case against a former member that continues to misuse the NCCA logo. Despite previously being prosecuted for utilising underhand sales tactics and false advertising, this individual has caused problems for customers in a new area and is again under investigation. We never like to hear about companies targeting and defrauding vulnerable customers and we are assisting Trading Standards in any way we can. We hope a second conviction will put an end to this individual's involvement in the industry and serve as a warning to others making use of these unscrupulous methods.
Help to stamp out logo misuse The NCCA logo and the name NATIONAL CARPET CLEANERS ASSOCIATION are officially registered trademarks. We need your help to ensure that only bone fide members of the Association use the coveted name and logo and to safeguard our good name from use by unscrupulous individuals or companies. If you become aware of an individual or company using our name and/or logo, and you have reason to believe that they are not members of the NCCA, please send us any evidence you can, together with any other information that might help us when we take a particular case to Trading Standards. We accept as evidence the appearance of our name or logo on websites or any printed material. In the case of official publications we would need to know the date and name of the journal/directory in which misuse occurred. It is in everyone's interest to help us stamp out the illegal use of our name and logo, so please be vigilant. We assure you that, with the right evidence, we will press Trading Standards to prosecute offenders. One trader has already been successfully prosecuted for making a false statement by means of a leaflet bearing the NCCA logo. His County Council Trading Standards brought the prosecution and the company was fined and ordered to pay costs towards the prosecution. The company was further ordered to pay compensation to an aggrieved customer.
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A free room of carpet cleaning - does it ever work?
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ould you like a strategy that can bring in a greater Return on Investment (ROI) than any other? And with a better quality of client? And all it costs you is a little bit of your time? Then look no further than offering a free room of carpet cleaning. Or as we could call it… a ‘Free Sample’. It can be one of the very best strategies for bringing in new work for a number of reasons and, by offering a free sample, you'll be in good company with one of the greatest advertising men who has ever lived, Claude Hopkins. Claude Hopkins (1866–1932) was one of the great advertising pioneers. In 1907 (at the age of 41) he was hired by Albert Lasker, owner of Lord & Thomas Advertising, on a salary of $185,000 a year. He believed that a good product and the atmosphere around it was often its own best salesperson and, as such, he was a great believer in sampling. Here's a quote from his autobiographical work ‘My Life in Advertising’ published in 1927… “Mother made a silver polish. I molded it into cake form and wrapped it in pretty paper. Then I went from house to house to sell it. I found that I sold about one woman in ten by merely talking the polish at the door. But when I could get into the pantry and demonstrate the polish I sold to nearly all. That taught me the rudiments of another lesson I never have forgotten. A good article is its own best salesman. It is uphill work to sell goods, in
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David Coker
print or in person, without samples. The hardest struggle of my life has been to educate advertisers to the use of samples. Or to trials of some kind. They would not think of sending out a salesman without samples. But they will spend fortunes on advertising to urge people to buy without seeing or testing. Some say that samples cost too much. Some argue that repeaters will ask for them again and again. But persuasion alone is vastly more expensive. I wish that any advertiser who does not believe that would do what I did with that silver polish. It taught me a lesson which has saved advertisers a good many millions of dollars. It will teach any man in one day that selling without samples is many times as hard as with them”. (For 'samples' read 'Free Room of Carpet Cleaning'). Did you notice his reasoning behind offering a free sample? - “…persuasion alone is vastly more expensive”. Unlike an advert or flyer, offering a free room of cleaning can cost you virtually nothing apart from your time. And if you don't
have much work on at the moment, it makes even more sense. There are of course some provisos: ŸThis only really works if you are a premium priced service otherwise the economics don't add up. ŸYou must be dealing with qualified buyers. The best way to deal with this is to call it a 'Free Trial Offer' rather than just a free room of carpet cleaning, implying that they are simply 'trying you out'. ŸIt's best to only offer a small area for cleaning, say 100 sq ft or 120 sq ft, so as to exclude their lounge and main areas. However, many will buy based on the fact that you clearly must be confident about your cleaning service to be able to offer it 'Free' and they will book in more work immediately.
NCCA on Facebook
Why not write for Newslink? Contributions to Newslink from readers are always welcome, as are suggestions and new ideas. So.... if you fancy expanding your repertoire, why not put 'pen to paper' and add 'author of published article' to your skillset. Don't worry if you feel your writing skills are not up to the job, as all articles undergo an editing process before they are included. What we need from you is the knowledge and stories you undoubtedly have. Contributions can be regular, or simply a one-off, it's entirely up to you. We endeavour to publish all editorial received and all contributions will, of course, display your name as the author. If you feel you'd like to send something in, or have an idea, don't be shy, just give Nicky in the office a ring on 0116 271 9550 or email: nicky@ncca.co.uk We look forward to hearing from you.
Did you know that the NCCA have two Facebook pages? 1) Industry-facing page - go to: www.facebook.com/nicky.law.315 (includes a private Group exclusively for NCCA members). 2) Consumer-facing page - go to: www.facebook.com/NCCAcarpetcleaning (contains useful information on flooring and soft furnishing cleaning which is ideal for sharing with your customers and others within your industry). So pop on, have a look, and if you see something you like… just share it!
Member referral report Since publishing a referral statistics report in the last issue of Newslink there have been 91 recommendations for full members provided by the NCCA. This number is made up of 47 referrals from the NCCA office and 44 potential customers contacting members directly through the website,
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Latex in carpets and rugs
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Derek Bolton (Honorary Member)
atex is an adhesive material that is applied during the manufacturing process of carpets and rugs. It has several purposes, such as anchoring the pile tufts into the backing materials Carpet rippling in woven carpets and fixing the secondary backing to the primary backing in tufted carpets. The Latex itself is a complex material and contains elements which affect its durability. Because of this it Delamination starts to undergo begins to dry out into a dust, contributing a deterioration significantly to the breakdown of the Latex; process (caused this in turn leads to the separation of the by airborne gases, primary and secondary backings in tufted sunlight and foot carpets. traffic) as soon as A few years ago I dealt with several of the it is used. major carpet retailers in Leicester, and was Chemicals are often at the stores in the evenings when the added in an effort fitters were loading up carpets ready for to impede degradation but, unfortunately, this installation the following day. Particularly during cannot prevent entirely the inevitability of the the colder months of the year it was not unusual process taking place. to see the secondary backings already parting Another component used in the Latex is a (delaminating) from the primary backings on bulking agent, namely China Clay, which adds bulk tufted carpets as they were being loaded on to but has no adhesive properties. Very soon the clay the vans.
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Diary Dates 2016 An indication that delamination may have taken place within a carpet installation is the appearance of bubbling/rippling across the surface. On several occasions, over the years, I have been requested by customers to 'shrink' their carpets during the cleaning process to 'eradicate the rippling'… unfortunately it doesn't work like that! The fun part is trying to explain this to your customer. Latex within carpet backings can also cause offgassing (the release of toxic Volatile Organic Compounds (VOCs) into the air). Have you considered, when having purchased a new carpet, the smell that lingers for several weeks before dissipating… that's off-gassing. In the first few weeks following a new installation of carpet, VOCs emitted during off-gassing can cause headaches, irritation to the eyes, nose, and throat and can even affect the central nervous system. The release of VOCs from new carpet will be at its highest within the first seventy-two hours after installation. However, low levels can continue to be emitted for several years. Another phenomenon linked to Latex in carpets, which I have written about before in Newslink, is Phenolic Yellowing. If you recall, I highlighted several incidents where rugs placed on new (or relatively new) carpets prevented the VOC's from being released into the atmosphere, leaving a yellow colouring (BHT - Butyl Hydroxy-Toluene) on the surface of the carpet… not always possible to remove satisfactorily. Fortunately, this can easily be picked up on during a pre-clean survey. It's simply a matter of understanding what it is that you are looking at.
NCCA COURSES Carpet & Upholstery Cleaning 22nd - 23rd January 18th - 19th March 13th - 14th May 8th - 9th July 16th - 17th September 18th - 19th November Advanced Spot & Stain Removal 19th February 24th June 7th October Health & Safety for the Carpet & Upholstery Cleaner 17th March 6th October Leather Identification & Cleaning (Dates for 2016 courses coming soon) All above courses held at NSPCC Training Centre, Leicester unless otherwise stated. Visit: www.ncca.co.uk for booking forms and further details. IICRC COURSES (TUTOR: PAUL PEARCE) Held at NSPCC Training Centre, Leicester Tel: 0116 271 9550 Commercial Carpet Maintenance Technician 9th - 10th February IICRC COURSES (TUTOR: ADAM JANKOWSKI) Held at National Flood School, Surrey Tel: 01252 821185 (Dates for 2016 courses coming soon) IICRC COURSES (TUTOR: PAUL PEARCE) Held at Alltec Network, Hertfordshire. Tel: 01763 208222 (Dates for 2016 courses coming soon) IICRC COURSES (TUTOR: ADAM JANKOWSKI) Held at Chemspec Europe Ltd, Yorkshire Tel: 01274 597333 (Dates for 2016 courses coming soon) Visit: www.iicrc.org for further details on all IICRC Training Courses.
A day well spent!
Paul Watchorn (Doncaster Carpet Cleaners)
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Photograph ©Paul Watchorn
T
o me, the thought of attending a Health and Safety course was not exactly a waste of time, but it was close to it. I remember years ago having to attend Health and Safety meetings when I worked in industry. Not something I was about to do when I was the boss! For a while, avoiding Health and Safety courses seemed ok. However, lately, other members of my family have grown up and joined the firm… so now I worry. But why should it take the presence of loved ones to do what I should have been doing all along? Who knows? What I do know is that I have been sailing far too close to the wind for comfort. Ignorance is bliss… or is it? Well no it isn't. The fact is that ignoring everyday Health and Safety may well land you in hospital, or worse. English law is quite clear, ignorance is no defence. Ignore it and face hefty fines! So I booked the NCCA Health and Safety course and we went to Leicester safe in the knowledge that, if nothing else, the lunch is always jolly nice there. I couldn't have been more wrong in terms
of being bored. The course was run by Paul Pearce and anybody that has attended a course with Paul will know that, hidden amongst the bits that have to be absorbed, there are always interesting ditties and funny anecdotes to ease the way. I need this sort of thing because I have a tendency to drop off in warm classrooms watching power points. It transpired that I was actually quite far away from doing what I was supposed to be doing in terms of Health and Safety. However, I am pleased to say that my attendance on the course has now spurred me into action. I can't do it all at once, but I've already put a few little things into place and this has definitely now placed me in
the right mind-set to work thought the rest. We have put some 'What you need to know' HSE posters in the vans which, if you read the HSE site, should be displayed in EVERY work premises. Does this extend to the vans? I'm not sure, probably not, but our vans are our workplace and Donni won't have one in the living room. So, as we have to have one displayed somewhere, this is where they are going to have to go. We also now have an eye wash station fixed in the vans, along with a new first aid kit and a two kilogram fire extinguisher. That was just the start. Then I moved onto safety data sheets. We all need a folder in the van with safety data sheets for every product on the vehicle. In fact, this was actually a very good exercise. Perhaps it's just us, but we seemed to have a lot of products on the vans that we didn't actually use. We don't now! We threw out everything that we don't use and asked for safety data sheets for what was left. I still have a lot more to do however (a health and safety policy to write, manual handling instructions, and risk assessments, to name but a few). The course came with a CD packed full of templates and even some health and safety manual examples. I will write my own though and, with the aid of the course manual and the huge amount of free information on the HSE website, it won’t be anywhere near as difficult as it could have been. It was well worth a day spent in Leicester. My advice? Book yourself onto the course and look after yourself… AND YOUR WALLET!
Latest TrustMark Statistics Since its launch in April last year, the category of Carpet and Upholstery Cleaners on the TrustMark website has been searched a total of 110,165 times! TrustMark membership within the Carpet and Upholstery Cleaners category is ONLY available to NCCA members. So, put simply, that's over 110,165 times NCCA members' company details have been searched by consumers looking for a carpet and upholstery cleaner on the TrustMark website!
How to apply for TrustMark membership To see joining criteria go to ‘Benefits and Schemes’ in the members’ area of the NCCA website. If you would like to apply to become a TrustMark member please ring the NCCA office on 0116 271 9550 or email: admin@ncca.co.uk
New NCCA Members Angloclean Cheltenham & Gloucester Gloucester, Gloucestershire Courtney's Carpet Cleaning Dereham, Norfolk Carpet Bright Harrogate, North Yorkshire Elite Care Leicester, Leicestershire Sapphire Cleaning Services Clydebank, Dunbartonshire
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Green cleaning: protecting our environment Ken Wainwright
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n our environmentally conscious world, ecological issues are becoming an everyday fact of life. Scientists are revealing greater risks and looming disasters to both ourselves and our planet, and at the same time developing new products and initiatives to minimise mankind's negative environmental impact. The media has a significant role to play in the 'green' debate, informing and educating the public about the problems we face and suggesting ways in which we can become more 'Eco-Friendly'. Most of our customers have now acquired a sound understanding of the problems facing our planet and, as business people, we also have a part to play. The 'green' issue is something that the cleaning industry has seriously considered, and many procedures and regulations are now in place to combat our negative impact on the environment. If you talk to the NCCA Corporate Member companies, you will find that most who supply chemicals will offer products that are greener and friendlier than their traditional cleaning solutions. It is of little commercial benefit, however, to start using greener solutions and techniques if we don't tell our customers and prospects about it. We need to develop and hone these 'greener' products and systems so that we can sell our superior service. I have spoken to quite a few NCCA Members who have promoted their businesses using ‘Ecofriendliness’ as a major selling point, and they’ve
all said that this has allowed them to market to a wider audience and, ultimately, gain more customers. Something which is not often discussed in our industry, and which is a significant part of the ‘green’ debate, is the carbon issue. Everything from the manufacture of equipment and its transportation, right through to its end use, all carries a carbon cost. With a little thought and planning we can all reduce our carbon footprint. Have you ever considered planning your day so that you keep to
just one geographical area? It will save you time, money and reduce your costs and carbon footprint. When it comes to cleaning, are you using your chemicals at the right temperature? Heating water, whoever pays the bill, is costly and less environmentally friendly. Just remember that proper execution of all the preparatory procedures of ANY cleaning system will allow a quicker, better, more efficient clean. Many NCCA members have now adapted to ‘green’ concerns and are already offering services with much more consideration to the
environment; including use of chemicals manufactured from sustainable resources, more efficient equipment with reduced water and energy consumption, cold water processes saving energy on heating and more economical transport and transit solutions. Whether or not you feel that the ecological and green issues are justified, as business people you have the opportunity to provide your services in a way that the marketplace will approve of. If that gives you an edge over the competition, then all the better.
Identifying curtain damage
NCCA Library
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urtains play an integral part in enhancing the comfort, beauty and luxury of any room. Although fabric selection, installation and usage conditions vary, window textiles in general are often exposed to more destructive conditions than either carpets or upholstery, such as direct sunlight and (sometimes severe) abrasion damage (due to rubbing against the window sill, cornice, wall etc). As with other soft furnishings, curtains also interact with the air circulation within the building they are situated in. They accumulate dust and dirt, as well as residues from cooking, smoking, heating and other combustion; these damaging elements tend to be exacerbated by high humidity and other temperature conditions. Because of this, various problems or changes in the fabric can occur as a result of use and exposure. Sometimes the changes occur so gradually that they are not even evident until after the cleaning process. The most common problem with curtains and other window dressings is yellowing, or the development of yellow streaks. This occurs because of sunlight exposure, which can cause a yellowing of all fibres and breakdown of optical brighteners, sizings, coatings, or finishes. The fibre content of the fabric, the item’s construction, additives and finishes used etc, all influence the extent of sunlight damage. However,
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exposure to light can reduce the strength of most fibres, sometimes after only a few months of use. The weakened curtain and/or its lining may lack the strength to withstand the normal agitation involved in cleaning, resulting in shredding and other damage. There is no way to prevent light damage, but it can be reduced by having a good lining and rotating curtains to minimize direct sunlight exposure. Yellowing and weakening of fibres can also be caused by environmental pollutants. When moisture in the air reacts with gases such as sulphur oxide or nitrogen oxide, weak sulphuric and nitric acids are formed. These acids attack curtain fibres, resulting in a loss of strength. Again, these effects may not become noticeable until after the cleaning has taken place. Colour changes can also occur on curtains. Most dyes are affected or weakened by exposure to
sunlight, atmospheric fumes, heat vents, pet residues etc. The weakened dyes may run or bleed during cleaning. Water marks that appear as tan, yellow or brown stains with heavy irregular edges can also develop. These are a result of condensed moisture or rain transferred onto the curtains. The stain is due to either a weak dye or dirt in the fabric which is carried along with moisture as it wicks into the surrounding fabric. This is hard to remove and even special spotting procedures are not always successful. Shrinkage is another factor to consider. Some curtains can be observed to raise or lower with changes in humidity and temperature but, in many cases, they can be resized to their original length.
NCCA survey forms Using NCCA survey forms will: ŸAllow you to record vital information
including any previous damage or inherent problems. ŸProvide you with an evidence trail in
the possible event of a later problem or dispute. NCCA survey forms are available for members to purchase and come in pads of 100 with a carbonated sheet. For further information, or to place your order, please call the NCCA office on: 0116 271 9550.
NCCA Member Benefits Adelante Merchant Services 01628 820500 BeValued - Home Options (specialist claims management - insurance work) Call Shaun Mulvey on 01323 418432 Control Account PLC 01527 882901 Hibu (previously Yell) Ask for Corporate Advertising Department 0808 100 7890 HMCA (free legal & counselling helpline) 0117 934 2600 HMCA (medical health cover) 01423 866985 Payatrader 01296 660177 SiteWizard (website creation) 08450 608860 Thompson Local Call 03330 145 045, or email info@thomsonlocal.com quoting “Scheme 1” in the subject line TrustMark (Ring NCCA Office) 0116 271 9550
Corporate Member Benefits 20% off RESEARCH and CITRUS products for all NCCA members at Cleaners Warehouse! Go to www.cleanerswarehouse.co.uk (A registration page has been set up on the site for NCCA members)
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Textile insects
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Julie Roberts (Chemspec Europe Ltd)
nsects in textiles and carpets have become much more common in recent years, probably due to many factors including the climate, better insulated houses, increase in the use of natural fibres etc., and even something as simple as the rise in consumer interest in antique furniture (which in some cases can act as transport for insect larvae into the home). Needless to Carpet moth (Endrosis Sarcitrella) say, pets are also perfect for transporting a wide range of bugs; if you consider that example, can harbour Moth damage there are 200 million insects up to 800 moths per to carpet to every human on this cubic metre. In most planet, we are bound to cases the walls in the come across some in our building have to be daily lives and so are our taken down and the pets. wool insulation Almost every professional destroyed. So, as you carpet cleaner will encounter can understand, it is a case of textile damaging recommended that insects at some point. After insects in homes and all, you are cleaning soft furnishings every day and businesses are kept under control. But how? these items - including carpets - are a popular Unfortunately textile insect control is a missed food source for a wide range of insect larvae. So opportunity for many carpet and upholstery too are other interior materials, often acting as a cleaning companies, but it's actually a relatively reservoir. Wool insulation, as an extreme easy process as long as you are trained and use
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the correct products and personal protective equipment (which many of you already use for solvent and infection control anyway). Professional carpet cleaners are used to dealing with very severe situations with extreme care. Most of you will be equipped to deal with biohazards on a daily basis, from vomit to blood and faeces. You protect yourselves and your customers with the most appropriate and thoroughly tested antimicrobials, ensuring potential contaminations are removed. However, generally, when carpet cleaners come across insects they find themselves ill-equipped and often don't know the rules involved or the potential hazards. For this reason many choose to pass on this very lucrative business opportunity to another company, or the council pest controller, which is (in effect) handing over potential profits.
Insect control is, in fact, a perfect add-on for any professional carpet cleaning business. If you think about it from a customer's point of view, what would be more of a problem for them‌ a stain or an infestation of insects? The answer is obvious. And if you can be the one to solve their insect problem, then you HAVE to be their choice for cleaning problems as well! Bear in mind, however, that in order to professionally apply insecticide (i.e. spray it anywhere except your own home) you MUST use a product that carries a UK Health and Safety Executive Number and you MUST be trained in its application. This is because insecticides are very different to your usual products in that they are designed to kill. The best insecticides are obviously those with a low mammalian toxicity (i.e. less harmful to humans). However, you should always treat these products as poisons whatever the chemistry is. If you have already embarked on insect Carpet beetle control without training - and have bought an off-the-shelf product from a janitorial supplier you must do this with the knowledge that, if the product is sold without training, although it can be used in your own house it MUST NOT be used in anyone else's property (except by the owner of the property). Vets can also supply product designed for Continued on next page
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use by consumers but, again, these cannot be used commercially. The good news is that setting yourself up as a textile insect controller is relatively easy and inexpensive. T.I.P (Textile Insect Pest) training is cheaper than a spotting or carpet cleaning course, and some of the products you would be using cost less than £2.00 to treat 20 square metres of carpet! When you consider that some pest control contractors charge £140 or more just to come out and look at infestations, your potential profit is immense. A qualification to become a Textile Insect Pest Technician can be achieved with attendance on a one-day course or even with online training - an even faster and lower cost option. Chemspec offer a course (both a day-school and online) which includes full training on the biology and potential harbourages of the insects commonly found in textiles, including carpet beetles, moths, fleas and flies etc. On this course you would learn how to identify an Endrosis Sarcitrella or a Hofmannophila Pseudospretella and many other insects which undergo a complete metamorphosis (think of the butterfly egg, larvae, pupa and adult). You would be taught where to find eggs, where they hatch and potential breeding habits and life spans. You would also learn how to eradicate the insects at their source and kill them in a safe, responsible, effective and professional way. The course will not teach you how to kill other insects (such as cockroaches) and will not cover you to become a
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full blown Pest Controller, but it WILL equip you to be a Textile Insect Pest Technician. Upon successful completion of your training, whether online OR classroom based, you will achieve a license number and certificate as proof of your capabilities in this area. Of course there are also other insecticide suppliers who can provide you with the relevant training. At the end of the day it doesn't matter which training provider you use, you just need to make sure that you are trained and carry a certificate before you buy any product and charge your customers to apply it professionally. Anyone can be affected by insects in their home or business, so if you are reading this and thinking “I have a sprayer and carpet brush, why am I not doing this?” then now is the time to start thinking about adding it to your list of skills. It would provide another very profitable income stream for your company. Insects were here long before humans and will probably continue to be here long after we have gone, so the opportunity and potential will not go away. As long as we continue to live in centrally heated houses and buy beautiful carpets and rugs it can, in fact, only increase. Consumers are often unsure what to do and who to call when they are faced with an insect infestation. But think about it, what would your customer prefer? Pest controllers with signwritten vans parked outside their house, or the services of their professional carpet cleaning company who they know and can trust? I know which I would prefer.
Want to become a Textile Insect Pest Technician? Do the training and exam on your own PC at home!
Get a starter pack and enter this very lucrative market
Chemspec Europe, Tong Park, Otley Road, Baildon, West Yorkshire, BD17 7QD. Tel: 01274 597333 Fax: 01274 597444 E-mail: info@chemspec-europe.com Website: www.chemspec-europe.com
Remember, remember... the 3rd of November - new sentencing guidelines published! James Appleby (Eversheds LLP)
T
he Sentencing Council Guidelines for 'Health and safety offences, corporate manslaughter and food safety and hygiene offences' were published on the 3rd November 2015. They are expected to have a significant impact on the sentencing of related offences when they come into force on the 1st February 2016. They will apply to any case heard on or after that date, irrespective of when the offence occurred. While the Guidelines apply to organisations of all sizes, this article will focus on the impact for small businesses (referred to as 'micro' organisations for the purposes of the Guidelines) and the individuals that work in them. Health and safety offences - Organisations The Guidelines are based on the concept that 'culpability' and 'harm' are used to determine the level of fine, cross-referenced against the size of the Defendant organisation.
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The measure of 'culpability' varies from 'low' (where failings are minor and isolated), to 'very high' (where there has been a deliberate breach or flagrant disregard for the law). The level of 'harm' is based upon the risk of harm created by the offence, which is then exacerbated if actual harm has occurred. Once the 'culpability' and 'harm' categories are established, the turnover of the organisation will be used to allocate a particular sentencing matrix and the level of any fine will be determined by reference to this. There are different matrices
depending on the size of the organisation: ŸMicro - Turnover not more than £2 million. ŸSmall - Turnover between £2 and £10 million. ŸMedium - Turnover between £10 and £50 million. ŸLarge - Turnover over £50 million. The matrix can be found within the Guidelines (at https://www.sentencingcouncil.org.uk/wpcontent/uploads/HS-offences-definitive-guidelineFINAL-web.pdf) and provides a starting point for a fine and a range within which a fine may be imposed. To demonstrate the extremes: ŸA 'low' culpability and 'low' harm case has a starting point of £200, with a range between £50 and £2,000; whereas ŸA 'very high' culpability and 'severe' harm case has a starting point of £250,000, with a range between £150,000 and £450,000. The implications of the above are that small companies are likely to face significantly higher fines for health and safety offences than previously imposed. If one compares fines administered previously against those likely under the new Guidelines, they may increase by a factor of 10. Once the matrix has been used to determine the fine range, it will then be left for the Court to engage in the normal sentencing exercise and to pursue the following process: ŸConsider any mitigating and aggravating features of the case, as listed in the Guidelines. ŸEnsure that the fine is proportionate to the means of the offender. ŸConsider other factors that may warrant
adjustment of the fine, such as the impact of any fine on the local economy; and ŸApply a reduction for a guilty plea (where appropriate). Whilst the figures used within the Guidelines provide some clarity to the sentencing process, the above four stages still maintain a level of unpredictability about the fine to be imposed. There will be cases with similar fact patterns that may still differ in the level of fine, perhaps due to the mitigating and/or aggravating features that are applicable. Health and safety offences - Individuals When dealing with sentencing individuals for health and safety offences, the exercise to determine 'culpability' and 'harm' remains very similar to that used for organisations. There are also similarities with the use of a matrix to determine a starting point and category range for punishment. The key 'take home' message is the increasing possibility of custodial sentences. Even for those offences involving low culpability, there is still the possibility of a 26 week prison sentence in cases involving the highest level of harm. Companies - Corporate manslaughter The sentencing Guidelines are much clearer for corporate manslaughter offences. There is no need to determine the level of 'harm' as all prosecutions will follow a fatality. 'Culpability' levels are also reduced into two categories: 'serious' and 'more serious'. Continued on next page
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The proposed fines are significant and much larger than the majority of those imposed for corporate manslaughter offences since April 2008. Even for 'micro' organisations, the starting points are set at £450,000 (for more serious culpability) and £300,000 (for serious culpability). The sentencing exercise then mirrors that to be followed for health and safety offences (above). The impact The concept of imposing higher fines for serious health and safety offences and corporate manslaughter is not new. Sentencing guidelines were published a number of years ago but failed to have the impact expected. A suggested starting fine of £500,000 for corporate manslaughter offences has been imposed only twice, once against a company in liquidation. Some health and safety cases in more recent years have hinted towards increased fines, but these new Guidelines represent a more joined up approach. We expect the Guidelines to increase the level of fines dramatically. Further, when sentencing, there will be significant work input by both the Prosecution and Defence when determining the correct levels of 'harm' and 'culpability'. The difference between one harm category and another could have a massive effect financially. We expect the Guidelines to have the following impacts: ŸSentencing hearings will take longer and it may be necessary to undergo hearings to establish facts ('Newton Hearings') so that there can be
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evidence and legal arguments on the correct level of 'harm' and 'culpability'. ŸExpert evidence may be required, even for simple guilty pleas, in order to settle on the correct sentencing categories; and ŸOrganisation responses to regulator investigations may need to be more focused on mitigating the most serious sentencing categories. Conclusion The Guidelines are arguably cynical; they are based on the premise that duty holders will take health and safety more seriously if the penalties are higher. Those organisations that react to the Guidelines will most likely be those that have robust procedures. Those organisations that are ignorant of the Guidelines will be in for an unwelcome surprise.
James Appleby is the son of NCCA member Peter Appleby of Cleaning Doctor in Leeds, West Yorkshire.
NCCA Shop Are you making the most of your NCCA membership? Have you got an NCCA tie, badge, leaflets, survey forms or van stickers? To see all the NCCA items for sale, log on to the Members' Area of the NCCA website.
NCCA Corporate Members + Allied Insurance Services Ltd: 0844 8156211 (I) + Alltec Network Ltd: 01763 208222 (C/M/F/T) + Amtech UK: 01444 232211 (C/M) + Ashby's Cleaning Equipment: 01795 436999 (C/M/E) + Bio Productions Ltd (inc. Stapro): 01444 244000 (C) + Camberford Law (insurance brokers): 0208 315 5000 (I)
Promote your business on thomsonlocal.com with their NEW Trade Association product… Thomson Local are pleased to be able to provide a new, innovative product specifically designed for NCCA members. With consumers being more and more focused on calling businesses who are trustworthy, credible and reliable, their scheme endorsed product allows you to promote your business on thomsonlocal.com with standout artwork, giving you the ideal opportunity to attract new customers to your business. Included in their new Trade Association product is a listing on thomsonlocal.com with a profile page, allowing you to communicate with new and existing customers around your unique products and services. You will also receive an additional listing on an exclusive page specifically for NCCA members only. From as little as £29 per month you can enjoy all the benefits of their new Trade Association product today. To find out more call: 03330 145 045 or email: info@thomsonlocal.com quoting “Scheme 1” in the subject line.
+ Chemdry Franchising Ltd: 01482 872770 (C/M/Fr) + Chemspec Europe Ltd: 01274 597333 (C/M/T/D/F) + Cleanerswarehouse Ltd: 01772 434333 (T/C/R/M) + Cleaning Systems UK: 01334 656787 (C/M/T/F) + Cleansmart Ltd: 0115 8240034 (T/C/R/M/K) + Cleantec Innovation Ltd: 0870 733 7733 (T/C/W/M) + Columbus Cleaning Machines Ltd: 01772 426527 (M) + Crisp & Brite: 01509 881137 (C/M) + Dri-Eaz Products Ltd: 01908 611211 (C/M/T) + Dry Fusion UK Ltd: 01772 433711 (C/M/T/W/Fr) + Furniture Clinic Ltd: 01207 279964 (C/Tr) + Get Booked Up Software: 01405 813665 + Gleaming Insurance (insurance brokers): 0845 4740068 (I) + Hi-Tec Cleaning Group: 02866 341416 (C/E/F/M/T) + Host Von Schrader Ltd: 0151 347 1900 (M/C) + Hydro Dynamix: 01622 664993 (Fr/T) + LTT Leathercare: 01423 881027 (T/Tr) + McGregor Lloyd (insurance brokers): 0121 706 0616 (I) + NSL Restormate: 01670 590099: (M/C/Tr) + Nu Life Stone Care Ltd: 0161 480 7284 (M/C) + Oates Laboratories (Europe): 01772 433711 (C) + Print & Deliver Ltd: 01628 633336 + Prochem Europe Ltd: 0208 974 1515 (C/F/M/T) + Rainbow International: 01623 422488 (M/C/Fr) + Restoration Express: 01252 726106 (M/C/T/A) + Robert Saunders Marketing Mentor: 08450 537129 (K) + Safeclean: 01235 444700 (Tr) + Sebo UK Ltd: 01494 465533 (M) + ServiceMaster Ltd: 0116 275 9000 (M/C/Fr) + Stainshield Ltd: 01372 841467 © + Textile Cleaning Solutions: 01934 521155 (M/C) + The Big Clean: 0208 3934778 (M,C,W,K) + The Ultimate Floor Sanding Co.: 00353 91846488 (M/C/Fr) + The WoolSafe Organisation: 01943 850817 + Vaclensa: 0161 728 1800 (M) + Worldwide Cleaning Support: 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 / Fi - Finance / Tr - Training.
CLASSIFIEDS EQUIPMENT FOR SALE Chemspec hose reel for truck mount (plastic) £200. Contact aquadriinfo@btconnect.com for further information or contact Andy on: 07970 544806. EQUIPMENT FOR SALE Airflex Storm 800psi, Solution hose 25ft(high pressure), 25ft x 1.5" vacuum hose with 1.5" cuff fitted at each end, Westpak 4" stainless steel hand/detailer tool with splash guard, 6" stair tool, Upholstery Pro Sapphire Hand Tool, HOST Reliant agitator, Sebo BS36 upright vacuum cleaner, DriEaz Air Mover Sahara E 3 speed, Magma heater 1313, Assorted horse hair brushes, Furniture Foam Snap Blocks x 360, Orion 6L Sprayer with nozzle set, 10 Litre Bucket x 2, Carpet Sliders x 8, pH Test Paper, Corner guard, Hose hook, Pumptec Powersprayer BOM, Mesh hose bag. Assorted cleaning chemicals - some opened. Bereavement forces sale. Cost: £4500 ONO (Bought as new in 2013 for £7500). All items used a maximum of 5 times so in 'as new' condition. Please contact Jamie Edmonds at: Jledmunds@hotmail.co.uk. Tel: 07795 546037. Items located in North Cornwall. EQUIPMENT FOR SALE 3 Ozone plates 4'' x 6'' to fit Jetazone 600 ozone generator - £15.00 for the 3, plus £5.00 p & p. Please phone Pete Collins on 07885 804560. TOOLS AND CHEMICALS FOR SALE One 5.4kg tub of host powder (unopened). Retails at around £29 - only £12. Also Kleenrite curtain cleaning tool - £25.00. Contact Lester Gale (oxfordshire) 07949 207777. EQUIPMENT FOR SALE s/hand Extracta Scrubba Deluxe. Heavy duty motor. Height and handle adjustment. 13" cleaning width, twin brushes (requires Extracta cleaning machine to couple to, or can also be connected to TruckMount). Ideal for large areas. Surplus to requirements. £375. Buyer collects or we could meet. Call Tim Stockdale on 01904 413612.
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EQUIPMENT FOR SALE Due to retirement the following items for sale; 2 Sebo vacuum cleaners and bags; Sebo Duo; stainless steel spray can; 2 black fans; Ashbys Power Brush (hardly used/as new condition); Ashbys V2 water heater (almost as new); carpet dryer with stand; 74 feet one and a half inch vacuum hose, 26 feet water hose, 64 feet 1 inch hose (all hoses unused/new and good quality), 2 new hose bags; large range of unopened chemicals; brushes; plastic sheets and towelling; numerous miscellaneous items. Contact Philip on 01865 882345 (Oxford) or Email: philip8823@gmail.com JOB VACANCY (CARPET & UPHOLSTERY CLEANING TECHNICIAN) We are looking for an experienced, full time, Carpet & Upholstery Cleaning Technician to work for an independent specialist business in Norwich, Norfolk. Please contact Danny on 07716 475415 to discuss further. CARPET & UPHOLSTERY CLEANING TECHNICIAN REQUIRED An exciting opportunity is available for an experienced Carpet & Upholstery Cleaning Technician to do a 2 - 3 month temporary placement in Dubai! The successful applicant will work with a team, primarily on domestic jobs, and will be expected to train the team in best practices. No previous management or supervisory experience is necessary as long as the candidate is personable and has good technical experience. Work visa and flights provided along with a competitive salary. For more information email Sid at: siddarthdalamal@gmail.com CLEANING AND RESTORATION EQUIPMENT FOR SALE 2 turbo dryers, 1 whole room dryer, 2 Dry Fusion machines with pads, 1 hard floor buffing machine, 2 dehumidifiers (Dri-Eaz). Offers accepted around £2000. Ring Mike James on: 078818 074346 or email: mjames1963@sky.com
CLASSIFIEDS EQUIPMENT FOR SALE - IDEAL FOR NEW BUSINESS Everything you need to start carpet cleaning, including: Ashbys Ninja adjustable up to 400psi with Dry Cleaning Functionality built in, 2 x25m vacuum hoses, 1 x silencer hose, 1 x wand, 1 x upholstery tool, 1 x dry cleaning solvent tool. Sebo Duo agitator. Sebo Vacuum BS36. 1.5hp blower dryer. Truvox high speed buffer. Prochem Stain Removal kit. 2 x 6 litres pressure sprayers. 1 x 1 litre upholstery/spot sprayer. 1 x vinyl mat for Ninja and 1 terrapaulin sheet. Huge array of chemicals including: Prochem Power Burst, Defoamer, Prochem Pre Spray Gold, Prochem Natural Carpet Cleaner, Ashby's supreme Anti Grease, Prochem Browning prescription, Prochem Fabric and Fibre Rinse, Ashby's Extra Fresh, Prochem Odour Fresh. Box of other bits including: shoe covers, brushes, polystyrene pads, measuring jugs, dry compound. All in excellent condition. Selling as my second business is consuming all of my time. Selling for £1950. Contact Richard on 07903 841534.
EQUIPMENT FOR SALE Dowding & Plummer contrator400 carpet/floor scrubber/polisher (slow speed - 105 rpm approx.) including buckets with stand and mops and pads. All can be used again after servicing £400 o.n.o. Call Jon on 07736 512527 up to 8pm. Based in West Midlands. CARPET CLEANING EQUIPMENT FOR SALE Host freestyle machine for sale, complete with 3 sets of brushes. Machine is approximately 10 years old but little used - £1500 o.n.o. There are also (as nearing retirement) various other bits and pieces as for sale. Contact Stephen on 07766 327327 (Essex).
Advertise with us! You can advertise FREE OF CHARGE within the classifieds section of Newslink. For further information call Nicky Law on: 0116 271 9550.
WANTED Sebo BS36 vacuum cleaner in good condition. Call Tim Stockdale on 01904 413612. CARPET CLEANING MACHINE FOR SALE Prochem Steempro 2000 Powermax - twin vacuums, 150 p.s.i. solution pump, serviced regularly. Vacuums have been replaced regularly. Comes with 25ft vacuum and solution hoses, also a twin jet swan-neck wand. Price £695.00. Call Steve on 07973 264783 (based in Farnborough Hants). WANTED - SHADOWING OPPORTUNITY Manchester based technician looking for opportunity to shadow another carpet technician. Already familiar with all cleaning aspects and done over 30 jobs in past year. Just looking to gain more confidence in the process. Compensation for your time will be provided. Contact Kamila Logozny on 0161 4084457.
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.
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