Man and Van Driver Guide

On and off the road driver’s guide

INTRODUCTION We value each and every driver and monitor your earnings to ensure that all drivers are earning

equal. We are committed to reducing high driver turnover and to maintain relationships with you.

We are the largest in London and have a national rollout plan scheduled for 2015/16. For every driver

that joins our team we increase our advertising budget, this gives us more exposure and the number

of bookings increase. For every 5 new drivers we add 1 more call centre agent. This simple matrix

helps us to grow exponentially and also means that almost on a weekly basis we take more jobs

which means less dead mileage for each of you.

We are in fact only as good as our customer’s last experience, in this case that is you and the move

experience on the day. It is paramount that you treat the client and their belongings as your own,

remember that moving is one of the top 4 most stressful experiences in the world and they may be

more ‘highly strung’ on the day, please make allowances for this.

We take pride in our infrastructure, our teams, and their commitment to working together to deliver

the best service to the customer. You must bear in mind that even though you are in the vehicle and

out on the road that you are still part of a team, that mind-set will ensure the customer receives an

equal experience on the day as they had during the booking process and that you maximise your

potential to earn money.

We rely heavily on IT and have invested a considerable amount of time and money to make sure

we streamline the business and reduce our costs, this not only makes us competitive but allows for

greater earnings for you our work force.

The busy periods are Thursday through Monday and obviously busier at the weekends when people

are off from work. This means that we are now extremely busy for the 5 days Thursday through to

Monday. Some drivers choose to take Tuesday and Wednesday off which means that there is

probably as much work with less drivers on those 2 days should you decide to work.

Items below marked in BOLD are there to make them stand out please read all of the following

carefully paying particular attention to those items in bold, if you have any questions please call us

to discuss.

CONTACT INFORMATION

Drivers Line 0203 3327 7304

Driver SMS text 07860021976

Driver Services Email [email protected]

ESSENTIAL EQUIPMENT This is the basic equipment that you would require in the vehicle to carry out a move.

1. Satellite Navigation (ideally with live traffic info) if you have Android phone then Google Maps

navigation is free but uses data.

2. 4 x Ratchet Straps (6 for a Luton van)

3. 5 x Blankets (10 for a Luton van)

4. 1 x Trolley – capable of holding a minimum of 400lbs weight

5. 1 x Skates (Luton only)

6. 1 x Tool kit – Allen keys, screwdriver set etc.

7. 4 x door stops

DRIVER RESPONSIBILITIES

1. Vehicle insurance, MOT and road tax are in date.

2. Vehicle’s roadworthiness.

3. Vehicle is washed regularly and clean at all times, obviously in bad weather these vehicles need

cleaning more often.

4. Loading area is clean, dry and empty at start of shift.

5. Customer seating area (the cab) is clean and presentable as passengers will be travelling in the

vehicle.

6. Ensure all clients property has been removed from the van at the end of the job, if a client calls due

to goods being left on the vehicle then you will be redirected back to the client at your own cost.

Make sure the client signs the job completion sheet to that effect.

7. Tax & Insurance - you are responsible for your own tax and insurance, a wealth of information can

be found here http://www.hmrc.gov.uk/selfemployed/

8. All LWB Transit vehicle drivers are required to travel on their own, failure to do so may result in you

being charged the incurred travel expenses for a customer that would otherwise have been able to

travel in your vehicle be it train or taxi.

9. It is essential that your phone is switched on and adequately charged so we can contact you whilst

you are working.

GENERAL DRIVER ADVICE

1. When you are on the way to your first job of the day you must call or preferably text the despatch

team to make them aware. Please make sure you are stationary when doing this.

2. Do not call the despatch team constantly, they also talk to clients and this will result in lost calls and

obviously affect the amount of money that you earn. If it isn’t urgent you can send them a text

message which they will pick up on within minutes & respond. You stand more of a chance of

communicating with despatch by SMS text message than by phone, as there is only 1 on duty at any

one time they are constantly on the phone and this causes delays in despatching work.

3. If you have a general query you can email it to the address above or if the query is not urgent then

leave it until you have another query so you can discuss at the same time.

4. Don’t analyse job by job, wait until the end of at least a 7 day period or more, as we have said there

will be good and bad jobs and you must take them as they come.

5. Do not pester the despatchers for cash, they will allocate the work based on who is closest. The

relationship between you and the despatchers is paramount, work with them and they will look after

your best interest, work against them and this will affect the amount you can earn.

6. On receiving a job, you must call the client and introduce yourself. This will also give you the

opportunity to speak about parking availability at the collection address. The client should then

contact only you, unless there is a problem. We will not be held responsible for any losses where a

client decides not to go ahead (i.e. Cancelled on arrival).

7. When you have cleared a job you must inform despatch immediately even if you need a break do

not just head home.

8. Any discussion not related to a job in progress or despatch query must be discussed with driver services

by email only.

9. Occasionally a job may be despatched with a zero (0) price, don’t panic this is due to the client price

being changed manually, the correct price will be calculated at the time of producing the pay run.

This also applies to jobs where the price may be showing below the minimum fare, these will also be

corrected before the pay run. All prices sent are subject to a final review against the agreed rates we

publish to you, if we find that a price has been sent out incorrect we reserve the right to amend that

at a later date to the correct value as published.

10. Fridge Freezers and LWB Vans – we have had several instances where these have been laid down in

a vehicle, this can cause irreparable damage to the gas component, these MUST be kept upright,

should there be a fridge freezer and the client tells you to lay it down you must get the client to sign

to the effect that they are responsible if it doesn’t work once moved or offer the client the opportunity

to wait for a Luton Van. If you have no signed document then you will be liable for any damages.

ESSENTIAL DRIVER SKILLS AND COMPETENCIES

1. Experienced in navigating a van around London & Home Counties.

2. Experience lifting furniture in enclosed spaces with care and loading vehicle, please watch this video

to assist you http://www.youtube.com/watch?v=Sm5tLv6lrKE

3. Stamina to manage up to 8hrs per day of light removals.

4. Reasonable and conversant English.

5. Ability to use own initiative when the despatcher is unable to help.

6. Pleasant, helpful and friendly manner, moving is a very stressful time for our clients and we will not

tolerate rudeness of any kind.

http://www.hmrc.gov.uk/selfemployed/

http://www.youtube.com/watch?v=Sm5tLv6lrKE

TYPES OF WORK YOU MUST ACCEPT

1. Account work – refusal carries penalties that can be either a short period of suspension or a financial

penalty imposed. Once we take monies from a client we enter in to a legally binding contract with

them.

2. All household light removals including fridge freezers, ovens & washing machines, boxes, documents,

office equipment.

3. Work that includes dismantling and assembling of furniture and packing boxes when required.

TYPES OF WORK YOU / WE CANNOT ACCEPT

1. Hazardous items – e.g. paints, chemicals.

2. Overweight loads (you should know your vehicle’s maximum load weight).

3. A job that is marked as Quotation – these bookings are not confirmed and you will not be paid by

the company, if you are allocated one by despatch then you must call or text them immediately to

tell them.

LATENESS & DELAYS

1. If you know you are going to be late for a job assigned to you (and we do not know), call the

despatch team so they can update the customer. If you call us with just minutes to spare this could

result in a complaint and financial restriction based on outcome of resolution.

2. We understand occasional traffic problems but please don’t be a driver who gets a reputation for

it. If we receive a string of late attendances it will affect your status with us and carries penalties that

can be either a short period of suspension or a financial penalty imposed.

WORK PATTERNS

1. If you are full time you must work Monday & Saturday, any other day is open shift. Please bear in

mind that if you work in the morning you are with us for the whole day and cannot take just 1 job

and have the afternoon off.

2. You must give the company at least 48 hours’ notice if you are not available during a period where

you have said you are, you must understand that you may not be able to take the time off if work

has been taken for you. In the event of short notice, and at our discretion, if we are unable to provide

a vehicle to a client we retain the right to claw back any profits lost and additional sums to limit

brand damage.

3. We also request that communication for extended periods of time off are communicated to Driver

Services and not by word of mouth to despatch, in the past we have had incidents where drivers

have been penalised when they had informed despatch that they were away for a period and we

would like to prevent this from happening again, we did of course correct this.

4. You cannot go home without informing despatch first at least 3 hours prior, please bear in mind that

it may not be possible for you to go home if work has been taken for you.

5. You must call in during the afternoon by 4pm at the latest for your work the following morning to

avoid loss of earnings.

6. We require 1 weeks’ notice if you intend to leave, as we have taken work on your behalf we need

to cover it. Failure to provide mutual notice will result in financial penalties.

DRIVER MAINTENANCE POLICY We try to avoid this at all costs and doesn’t happen often, it is meant ONLY as a deterrent but please

be aware that you may be suspended or fined for any of the following offences, the value of the

fine will be determined by the disruption caused. Previous attempts to deal with some of the

challenges we face managing a self-employed fleet have failed and as a business you will agree

that we need to maintain a level of service for our customers. If we feel that your actions have

caused ‘Brand’ damage there will be a separate penalty applied.

1. If you commit to working a specific day and let us down at short notice.

2. If you fail to turn up to a job allocated to you.

3. If you fail to let despatch know that you are going to be late arriving at a job.

4. If there are extras on a job that have been paid in cash and you have not declared this.

5. If you overcharge a client.

6. If you refuse an account job. An account job is any job where less than 100% of the payment is being

paid to you directly by the client.

7. If you refuse any job that has reasonably been assigned within your working pattern / shift for any

reason, this includes last minute time-off requests, remember we take the work on your behalf so

letting us down at short notice will result in a penalty being applied.

8. If you are off more than 3 days without notice and cannot produce a doctor’s certificate.

9. If you break down and cannot provide documentary evidence from a vehicle recovery company

or a legitimate garage with bills proof of parts all date stamped. We have in the past had drivers use

this excuse to carry out a private job in preference of ours, please remember we take the work on

your behalf so handing back a job is not an option and we will claim back any losses incurred.

The decision to fine you, and how much is the Managers decision and is final. By accepting your first

job with us you automatically accept the terms laid out in this agreement irrespective of the signature

that is required on the engagement form below.

DRIVER COMMISSIONS & PAYMENTS Driver pay statements are produced between Sunday and Wednesday and relate to all jobs

completed up to midnight the Thursday before.

The weekly statement will outline work that you have completed for both cash and account jobs

and is based on the information received on the signed job completion sheets. Please check this at

your earliest convenience and report back with any queries within 24 hour as incorrect figures cannot

be dealt with after that time frame has passed and the values will be locked down. Payments will be

transferred Thursday between 18:00 and 23:59.

If a job is missing off a sheet don't panic, please email details to the email address above with the ID

and detail of the job and we will look into it. Occasionally an account job may be held back if there

is a dispute or billing issue, or simply because we have not received the feedback request from the

client, once resolved or received it will appear on a subsequent sheet. Do not call the despatch

team as they cannot and will not answer your queries regarding payments or job queries.

Where whole, or part, cash payment is collected by you the commission due to us is 60% of the total,

this applies to overruns (extra time) and / or added mileage if the job goes elsewhere. Remember

we call each client daily to ask them to rate the move and also to attain whether any monies have

been collected. The balance will be either, transferred to your bank account in the event we owe

you money or an invoice raised where you owe us. This invoice can be paid by credit / debit card

only, online and by phone after you receive it. Failure to pay within 48 hrs will result in immediate

suspension, Admin and late payment charges will be applied if not within the timeframe and failure

to pay will result in court fees being applied, an application for a CCJ will be registered at County

Court.

Congestion charge is collected by us from the customer and paid to you, this will be displayed on

your weekly statement. When entering the zone you must make sure you have paid the congestion

charge to avoids fines from TFL later on.

All prices stated below include the first 10 miles.

IMPORTANT: You need to bear in mind that the commissions for the cash you collect should be put

aside so you will be able to pay our commission invoice at the end of the week.

INSURANCES We cover both Goods in Transit and Public Liability insurance whilst you are carrying out jobs for us,

this is charged at £9.20 a week billed in advance and will appear on your statement. These policies

are mandatory.

RESOLVING CUSTOMER ISSUES

1. Cash non – payment. As soon as you become concerned that the customer is intending not to pay

as agreed contact the despatch for advice before the vehicle is fully unloaded.

2. Loss of customer property - to avoid this problem always show the customer that the vehicle is empty

before you leave and make sure they sign the job completion sheet to that effect.

3. Damaged customer property – if you damage customer property contact despatch immediately.

We will work to resolve the complaint on your behalf and until such time the job will be placed into

a holding account until resolved.

Our customer services team are second to none, their job is to manage and protect our brand and

its reputation and in the event of a customer dispute we will always defend you as far as possible

and look to get the best outcome possible, in our favour. However, any rudeness, bad temper,

carelessness or lateness will count against you.

CUSTOMER COMPENSATION 1. When a customer enquires about a refund or compensation – please refer them to driver services

2. In most cases we apologise but in some cases we do refund the customer either in part or full or by

giving them a credit against a new job

3. In some cases you will be required to contribute towards this cost where it is clear you are fully or

partially to blame

ATTITUDE & DISCIPLINARY ISSUES 1. Man and Van services are not an exact science, we have good and bad days but please do not

take out the ‘bad days’ on our despatchers, contact centre staff or our customers. All complaints

are a serious matter and will be dealt with accordingly.

2. Existing work - You may work part time with us around your other commitments or long term contracts.

If you have private work you must take the day off to avoid disrupting our scheduling

3. Soliciting for work - Rebooking customers with you privately, or handing them personal business cards

is a dismissible offence and carries heavy financial penalties.

4. You will be courteous to our customers at all times and treat them all with respect, we daily request

feedback from clients to measure our service delivery and customer experience, these records will

be maintained to measure your performance and we may ask you to come in to discuss your working

practises from time to time.

5. You must not discuss payment with the customer, or to despatch in the customer’s presence - other

than if you are collecting payment for extra hours at the end of the job.

90 Minutes 2hr 3hr Per Booked Mile

Overage per 15

mins to be

collected in cash

Long High Top Van Client Self-Load 24.00£ 28.00£ 42.00£ 0.75£ 8.00£

Long High Top Van with 1 Man 27.00£ 32.00£ 48.00£ 0.75£ 9.80£

Long High Top Van with 2 Men 42.00£ 52.00£ 78.00£ 0.75£ 15.50£

Luton Van with 1 Man Loading 35.50£ 42.00£ 63.00£ 0.75£ 15.00£

Luton Van with 2 Men Loading 55.00£ 68.00£ 102.00£ 0.75£ 20.50£

*Rates quoted above are before cash commissions (if cash was paid to you) are deducted. Extra time %ages are higher than normal cash commissions

DRIVER GRADING We grade all drivers based on key indicators, these include, but are not limited to;

Performance feedback from despatch

Service delivery feedback from customers

Time keeping

Communication

Reliability

Our fleet manager will monitor these indicators and grade accordingly, you can ask at any time

what grade you are. These grades have a direct impact on your ability to earn money with us, the

poorer you perform the least likely you are to be allocated work. Using this method we can protect

the brand and improve on our service to clients, thereby attracting recommendations and repeat

business.

PARKING TICKETS Unless you have explicit permission from the client in writing on the disclaimer form provided to park

in a restricted area we will not be liable for any fines. In the event of no disclaimer being signed

dispute the charge with the authorities explaining that you are in removals. Please refer to the copy

letter below which states that certain parking is acceptable. Parking in a disabled bay or on the

footpath cannot be disputed.

RECEIVING WORK FROM US We use a despatch platform for managing reservations, this also comes with an Android / iPhone

App for the driver. Your phone, with the app open, should be cradled in the vehicle to the right hand

side of the windscreen, it is illegal to have the cradle situated in the centre of the screen, and

charged at all times when you are in the vehicle. Jobs will be pushed to the device and will have all

relevant information, this will also track you so we can monitor your progress and inform clients of

your location should they call and negates the need to call you whilst you are driving.

If you don’t have the app the job will be sent by SMS which will have very basic info and doesn’t

include and extras that may be on the job, at the same time an email will be sent to your inbox with

all of the information, your device should be able to retrieve emails so you have access to these on

the move. Our advice is to ignore the SMS and open your email to see all the relevant information.

We will not deal with any queries based on messages you have received by SMS.

JOB COMPLETION SHEET The sheet at the bottom of this document needs to be printed in duplicate and held in the vehicle

at all times. At the end of each job you must enter in the following format;

ID – this is the GTPNR/ID for the job sent by App or email

Coll P/Code – the collection address postcode only

Time Started and Finished, this is the actual time you started loading, this may be before or after the

actual booking time. Please ask customer to initial both times to avoid dispute when claiming

overtime

Extra Hour(s) – if the job has run over the allotted time you must enter the amount of hours / minutes

here whether it is cash or account. If it is cash then still enter the amount of hours

Cash Taken? – when you receive cash for extra hours or maybe a second trip for the extra mileage

then enter the amount collected here, you may then receive another blank email / job once we

enter this on the system. Remember failure to declare cash payments will result in restrictions,

financial penalties or exclusions.

You should provide us with 1 sheet for each day. Don’t try to complete the questions yourself, they

are there for your protection so make sure the customer completes the questions and signs off.

The sheet is produced in landscape format with a wide margin on the left to allow this to be put in a

clipboard.

Don’t worry about negative feedback on these forms, they may not be related to the service you

delivered, we want customers to be happy and will work with you to make sure they are.

IMPORTANT: If we do not have a sheet for every day worked this will delay the pay run and payment

may be withheld until we have these handed in. Use a new sheet for each day even if it is only 1 job.

These must be sent at the end of each day without fail. You can photograph or scan these and send

by SMS or email.

INFORMATION FOR LUTON DRIVERS Whatever job we give you will be paid a Luton van rate even if we give you a long wheel base job,

unlike our competitors who pay the LWB rate to Luton van drivers. We respect the fact that you have

a bigger commitment with a Luton van and we want to keep you happy.

If you have a helper we recommend that you only pay them a percentage of the job value as

opposed to a daily rate, this way you can guarantee that you will make money for yourself even

when it is quiet. As a guide it should be 25% of the value of the job per helper, e.g. 2 man job you

pay 25% to the helper and a 3 man job you would pay 50% to the helpers.

WHAT HAPPENS NEXT

1. Please send a photo of the van from all angles and include a photo of the rear loading bay and cab

area, you can send these by SMS to the number above

2. Please print out the engagement document below. Complete the form then either, scan and email

back to us, or, photograph from your mobile phone and send by SMS to the number at the top of

this document.

We would like to welcome you on board and explain the process from this point on.

You should have a clipboard in the vehicle with copies of the attached forms below ready for your

first day. Between 3pm and 5pm the evening before your agreed start date you should receive both

a text message and email with the details of your first job in the morning. Call or text despatch as

soon as you have received the message to acknowledge receipt. If they have not contacted you

please call the drivers line by 5pm at the latest.

When you leave in the morning for your first job text despatch to let them know you are on the way.

Thanks for joining us and welcome on board. Driver Services Team

Driver Engagement Document: for use by Self-Employed Owner/Drivers and Sub-Contractors Name __________________________ Home Tel __________________________

Company Name (if app) ________________________________________________________

Address __________________________ Mobile Phone __________________________

IPhone Android

Town/City __________________________ Bank Name __________________________

County __________________________ Acc No __________________________

Postcode __________________________ Sort Code __________________________

Date of Birth __________________________ Nationality __________________________

NI Number __________________________ Date arrived in UK (if app) _________________

Email address____________________________________________________________________

Emergency Contact No _____________________________________________________________

Emergency Contact Name & Relationship ______________________________________________

It has been explained and I understand that: I am due to pay commission as stated on every job I receive and that these monies will be deducted from account work I complete. If I undertake more cash work than account work, I confirm that I will pay the funds less my commission. I must declare any cash (not tips) given to me by a customer for any extra payments received, e.g. extra time overrun on the job completion sheets I am self-employed, do not work exclusively or primarily for the company and am therefore responsible for my own tax and National Insurance contributions. I must give the Company 48 hours’ notice if I am not available during a period where I have said I am, and I understand that I may not be able to take the time off should work have been accepted for me. I cannot refuse any job that has reasonably been assigned within my working pattern/shift for any reason and I understand that a penalty may be applied should I do so. If I am running late due to a fault of my own I must inform Despatch before communicating with the client. I will not communicate with a client directly to reschedule a booking without the consent of the company, neither will I approach any client for direct work. I am acting as a representative of the brand and understand that my dress, attitude and willingness must reflect that. This includes smoking whilst clients are in view or proximity. I have been shown videos on how to load a van, am aware of the health and safety aspects of my profession. I agree that I will make myself available on Monday’s and Saturday’s to cover the peak periods. I understand the terms of this agreement in relation to fines being imposed if I do not meet them as outlined in the Driver Guide.

Date __________________________ Signed__________________________(Applicant)

Please scan / photo the required documents ** and send to driver services: Vehicle Requirements Vehicle Docs ** Driver Docs **

Straps/Ties _______ Insurance Driving License Card Trolley Yes/No* MOT Driving License Paper Blankets _______ V5 Document Toolkit Yes/No* Skates (Luton only) Yes/No* Door wedges Yes/No* Sat Nav Yes/No* *delete as applicable **copies will be taken for retention in our files For Office Use Only: Document Checklist

Vehicle/s LWB Transit Luton Tail-lift fitted? Yes/No*

Driver No/Ref __________________________ Start Date __________________________

PARKING DISCLAIMER On the following page you will see the parking disclaimer form that the client needs to complete

where parking is only available in a restricted area. Once signed any charges against you will be

covered by the client. Please print this in duplicate and keep in the vehicle at all times.

Parking Disclaimer

I confirm that should the vehicle, registration number …………………………………………, receive a

parking fine due to the loading or unloading of goods in a restricted zone during the time I am

paying for the hire of the vehicle I (the customer) will be held responsible and this will be charged

separately upon receipt of the penalty notice and agree to pay.

Print Name………………………………… Signed by Customer …………………………………

GTPNR ID…….……………………………… Date:………………………………………






GTPNR ID…….……………………………… Date:………………………………………






GTPNR ID…….……………………………… Date:………………………………………






GTPNR ID…….……………………………… Date:………………………………………

Qualification Disclaimer

I confirm that the removal man has explained that he is not a qualified;

Electrician | Plumber | and therefore not responsible for any outcome or damage in relation to any

appliance that I have asked him to connect / disconnect.

Carpenter | Handyman | and therefore not responsible for any damage caused whilst assembling

or disassembling any unit or removing doors to allow access.

Print Name………………………………… Signed by Customer ………………………………

GTPNR ID…….……………………………… Date:………………………………………



appliance that I have asked him to disconnect.




GTPNR ID…….……………………………… Date:………………………………………



appliance that I have asked him to disconnect.




GTPNR ID…….……………………………… Date:………………………………………

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st)Th

e ve

hicle

is em

pty

Pro

pe

rty Dam

aged

or

Missin

g?C

lien

t: Prin

t Nam

eC

lien

t: Signatu

re

1 2

3 4

5Yes / N

oYes / N

o…

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Man and Van Driver Guide

Automotive

Transcript of Man and Van Driver Guide