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Ensuring compliance, advancing performance
a toolkit for improving night-time deliveries
Delivering the goods
Delivery improvement toolkit 1
Delivering the goods:a toolkit for improving night-time deliveries
Contents
About this toolkit _________________________________________________________________________________________ 2
Part One: Making night-time deliveries: methodology and guidance _________________________________________ 3
Defining success ______________________________________________________________________________________ 3
Understanding the noise abatement notice process ________________________________________________________ 3
Methodology ________________________________________________________________________________________ 3
Site investigation report ________________________________________________________________________________ 4
Technical monitoring __________________________________________________________________________________ 5
Part Two: Trial studies _____________________________________________________________________________________ 6
The trial study ________________________________________________________________________________________ 6
Monitoring and methodology ___________________________________________________________________________ 6
Part Three: Night-time deliveries: noise ____________________________________________________________________ 8
Guidance and standards _______________________________________________________________________________ 8
Summary ___________________________________________________________________________________________ 12
Draft monitoring regime ______________________________________________________________________________ 13
Part Four: Night-time deliveries: light _____________________________________________________________________ 15
Guidance and standards ______________________________________________________________________________ 15
Summary ___________________________________________________________________________________________ 16
Draft monitoring regime ______________________________________________________________________________ 16
Part Five: Post trial study assessment _____________________________________________________________________ 18
Environmental _______________________________________________________________________________________ 18
Community _________________________________________________________________________________________ 18
Commercial _________________________________________________________________________________________ 18
Monitoring and assessment ___________________________________________________________________________ 18
Noise and light monitoring ____________________________________________________________________________ 18
Marketing questionnaire ______________________________________________________________________________ 19
Conclusion __________________________________________________________________________________________ 20
Part Six: About the templates ____________________________________________________________________________ 21
Appendices
Annex A: Consultation: sample letter from a retailer to a local authority ______________________________________ 22
Annex B: Consultation: sample market research questionnaire _______________________________________________ 23
Annex C: So you want to undertake a trial study? – sample retailer checklist ___________________________________ 32
Annex D: Checklists for night-time delivery site investigation reports – blank ___________________________________ 36
Annex E: Checklists for night-time delivery site investigation reports – completed _______________________________ 41
Annex F: Night-time delivery – partners’ tasks – output – responsibilities – blank _______________________________ 46
Annex G: Night-time delivery – partners’s tasks – output – responsibilities – completed __________________________ 47
Annex H: Night-time delivery training manuals ____________________________________________________________ 50
2 Delivery improvement toolkit
Delivering the goods: a toolkit for improving night-time deliveries
About this toolkitYou can use this toolkit to help you get delivery restrictions relaxed. It also provides a framework for running a trial study.
Before you start to use the toolkit, however, we recommend that you read the Delivery Improvement Guide, available at http://www.dft.gov.uk
Industry and Government are keen to promote night-time deliveries that:
• do not adversely affect residents
• benefit the environment
• help to relieve traffic congestion both locally and nationally
• improve safety
• make operations more efficient
This toolkit identifies the methodology that retailers and their logistics providers should apply when they want to withdraw from voluntary delivery curfews. The toolkit has been developed for food stores but it may also be applicable to other sectors although this has not been tested.
AcknowledgementFTA would like to express its sincere thanks to the many professional organisations who have contributed information towards the research necessary to complete this toolkit. In particular, FTA would like to acknowledge the role of Peter Roland, Projects Co-ordinator of DHL/Exel Logistics who has acted as the principal author of this document. Without his help the publication of this toolkit would not have been possible.
Delivery improvement toolkit 3
Delivering the goods: a toolkit for improving night-time deliveries
Part One: Making night-time deliveries: methodology and guidance
Defining successThe trial must demonstrate positive environmental benefits, help to relieve traffic congestion both locally and nationally, enhance safety and increase operational efficiency. At the same time it must not cause local residents nuisance.
Understanding the noise abatement notice processThe local authority has a statutory duty to inspect its area periodically for statutory nuisances that do or may occur. In addition, if a complainant (usually a resident) objects to night-time noise disturbance at a store, a council environmental health officer must take reasonably practicable steps to investigate whether the disturbance is ongoing and amounts or may amount to a Statutory Nuisance. The local authority may then carry out subjective and/or objective (technical) analysis. An environmental health officer will subjectively analyse the noise either by witnessing the operation or by recording the noise from inside the complainant’s dwelling and analysing the noise later. Alternatively, they may use a noise level meter to monitor noise in accordance with current professional practice. The results may be compared with a range of generic noise assessment guidance including BS 41421. BS 4142 assesses the likelihood of noise complaints. If the environmental health officer is satisfied that the noise constitutes a disturbance, they will formally contact the store. If, however, the environmental health officer is satisfied that a Statutory Nuisance exists or may occur or recur, s/he must serve an abatement notice on the person/s responsible for the nuisance, requiring that the nuisance be ceased or abated within a specified timescale, and may require works to be carried out to comply with the notice.
This noise assessment process is not the same as the process for assessing Statutory Nuisance. Whether a disturbance amounts to a Statutory Nuisance or not does not depend on the results of generic noise assessment guidance such as BS 4142. Statutory Nuisance is assessed on a case-by-case basis, and a range of criteria are taken into account, which include duration, frequency, impact, local environment, motive, and sensitivity of plaintiff. There are no objective levels at which a noise is or is not a Statutory Nuisance.
If there are no planning conditions restricting delivery times, anecdotal evidence suggests that the council will encourage the store to restrict deliveries voluntarily, usually to between 7.00 am and 10.00 pm.
If an agreement cannot be reached and the council can establish that the noise constitutes a Statutory Nuisance, or might do so in the future, it must serve a Noise Abatement Notice (NAN). The Environmental Protection Act (EPA) 1990 (Part III Section 79 subsection 1) defines a Statutory Nuisance in relation to noise as “noise emitted from a premises so as to be prejudicial to health or a nuisance” and in relation to noise from the street “noise that is prejudicial to health or a nuisance and is emitted from or caused by a vehicle, machinery or equipment in a street”. In relation to artificial light, a Statutory Nuisance is defined as “artificial light emitted from premises so as to be prejudicial to health or a nuisance”.
What is and is not a Statutory Nuisance is ultimately decided by the courts on a case-by-case basis. In essence, a Statutory Nuisance has come to mean that which affects someone’s reasonable use of their property (usually home), and/or which does or may adversely affect their health.
MethodologyThe methodology has three main parts:
• site investigation (SI) report – to determine the current and commercially optimum delivery situation, provide a brief description of the local area and identify what improvements may be needed
• technical noise and light monitoring – to determine the current noise and light levels and those resulting from night-time deliveries
• consultation – to see what local people think of a night-time trial, find out how the trial affects them and help develop ways of improving how deliveries are made
The methodology aims to maximise success by providing solutions and making sure that staff are thoroughly trained. The aim is to prevent disturbance to the local community, so minimising the likelihood of complaints. The methodology looks at the current and proposed delivery situation, the technical measure of noise and light and the subjective views and concerns of residents.
1 Refer to Part 3 for more on current professional practice including BS4142 and other generic noise assessment guidance
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Delivering the goods: a toolkit for improving night-time deliveries
Site investigation reportOnce the retailer decides where to carry out the trial, they must complete a store appraisal or site investigation (SI) report. The SI report is in five parts.
Store survey
This will determine both the current delivery pattern and the preferred or ‘commercial optimum’ pattern. The store survey will determine the benefits of changing a limited amount of crucial daytime delivery to night-time delivery. See section 1.1 of Annex D ‘Checklists for night-time delivery site investigation reports’ for the ‘store survey’ checklist of requirements. For a completed version of the same checklist refer to section 1.1 of Annex E.
Physical survey
This details the store locality including the physical characteristics of the site infrastructure, lorry access and delivery area. The results will determine existing sources of noise and light and so help identify any improvements that may be needed. See section 1.2 of Annex D for the physical survey checklist of requirements. For a completed version of the same checklist refer to section 1.2 of Annex E.
Improvements
This part of the survey will identify improvements aimed at reducing sources of noise and light at the start of a night-time delivery trial. However retailers will have to consider whether the commercial benefit of the potential ability to deliver goods during the night outweighs the cost of the improvements. See section 1.3 of Annex D for the ‘improvements’ checklist of requirements. For a completed version of the same checklist refer to section 1.3 of Annex E.
Training guidelines
Training guidelines will ensure that staff get the right training before the trial starts, so that delivery good practice is established and maintained. The training should involve the driver and all store staff involved in the delivery process. It should cover administrative referral if a complaint is received. See section 1.4 of Annex D for the ‘training guidelines’ checklist of requirements. For a completed version of the same checklist refer to section 1.4 of Annex E.
Protocol
The protocol is a procedure for dealing with complaints, made direct to the store and/or passed on by the council. All complaints must be treated seriously and sympathetically and investigated. Where possible, the retailer should take remedial action. See section 1.5 of Annex D for the ‘protocol’ checklist of requirements. For a completed version of the same checklist refer to section 1.5 of Annex E.
Deliveries will need a current London Lorry Control Scheme (LLCS) permit if they are made:
• within Greater London
• with lgvs (large goods vehicles) weighing over 18 tonne
• using Association of London Government (ALG) designated ‘restricted’ roads that are off the designated ‘exempted’ road network
Delivery vehicles can travel off the exempt road network between the hours shown in table 1.1 below if retailers or logistic companies obtain free permits from the Association of London Government and clearly display them on their lorries. Delivery drivers must make the fullest use of the prescribed network described in the permit conditions and be aware of the environmental reasons for those conditions.
Table 1.1 London Lorry Control Scheme lgv restrictions
Monday – Friday Midnight-7am; 9pm-midnight
Saturday 1pm-midnight
Sunday At any time
Breaking the permit conditions leaves the retailer/logistics provider and the driver liable to the statutory penalty charge notice (PCN) fine(s). For further information visit the Transport for London website at http://www.tfl.gov.uk/tfl/freight/permits-and-policies.asp
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Delivering the goods: a toolkit for improving night-time deliveries
Technical monitoringTechnical monitoring involves installing equipment on the façade of the home considered to be most exposed to noise and light from deliveries. If the resident of that property declines to take part in the trial, ask the occupier of the next most exposed home to participate. Use the following procedure when contacting residents.
Either retailer and/or project partner to contact the local authority and
• tell them of the possibility of carrying out a night-time delivery trial
• explain the technical requirements and introduce the consultant who will carry out the monitoring
• get a contact in the environmental health and/or planning departments
• send the council a copy of Making Night-Time Deliveries: Methodology and Guidance
The consultant should discuss with the local authority what approach to take for contacting the resident. With local authority permission, the consultant can make direct contact with the resident. Ideally, a council representative should accompany the consultant on the first visit. The visit is an opportunity to:
• tell the resident why they were chosen
• explain what the equipment is and how it works
• talk through the consultant’s visiting needs, and arrange visiting times
• provide a list of contact names and numbers
The monitoring will provide a technical appraisal of the ‘before’ (current situation) and ‘after’ (during trial study) conditions. It will determine the effect of night-time deliveries and identify the worst offending noise and light sources.
The monitoring should follow best practice and meet the latest British and EU standards. An independent technician should carry it out, to ensure impartiality. Monitoring should continue for 24 hours a day over during the first week of the trial.
Contacting most affected residents
Monitoring equipment needs to be installed outside the property considered most exposed to night-time delivery noise and light, so the householder will have to give his or her permission. Contact the resident most likely to be affected to obtain permission to install suitable equipment.
Consulting the local authority
The local authority needs to be fully informed of the whole trial process before it starts.
Following informal contact, the retailer will write to the local authority (see Annex A) for a copy of the letter). The letter formally introduces the trial, identifies the potential benefits and outlines the approach. The retailer should send a copy of Making Night-Time Deliveries with the letter.
A retailer must formally advise both the council and local residents of the trial study if the store curfew is subject to statutory restrictions.
It should be noted as this point that should the site chosen for a trial have an outstanding notice in relation to delivery noise, and the trial causes a Statutory Nuisance, the site could be subject of prosecution proceedings.
Public consultation/market research
The main purpose of research is to understand the impact of night-time deliveries on the quality of life for local residents.
Without referring to the trial study, each resident is asked to describe any recent changes resulting from local environmental issues. They should also be asked if they feel these are demonstrably worse, and whether they are likely to try to do something about them.
The residents’ responses will help to prioritise possible remedial works in an effort to minimise complaints, while determining residents’ motives for acting on their complaints, or not, as the case may be.
Residents would not normally be told of a trial at a store with a voluntary curfew. This so residents are not prompted to complain about a disturbance that they fear may occur, which at worst could jeopardise the trial from starting in the first place. It should also ensure that any complaints made while the trial study is underway are genuine. If, however, the curfew was subject to statutory restrictions, then residents would have been told of the proposed trial study before it began.
If market research is appropriate, refer to Annex B ‘Market research questionnaire’.
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Delivering the goods: a toolkit for improving night-time deliveries
Part Two: Trial studies
Anyone who would like delivery restrictions eased needs to justify why to all interested parties. They need to prove that their interests are not being served at the expense of others.
A trial study is a popular way of persuading local authorities of the benefits of relaxing freight delivery times.
A trial study allows anyone who wants delivery restrictions eased to measure and quantify the alleged benefits. But they also need to demonstrate those benefits to both the local authority and the community. The benefits would have to be seen as real and sustainable. Any negative aspects to less restricted delivery times would need to be outweighed by positive ones.
The trial studyThis trial study model illustrated here is a supermarket, with a voluntary curfew between 22.00 and 07.00.
The study would need to show the following benefits in main or in part.
Environmental benefits
Nationally:
• less fuel consumed by delivery vehicles
• fewer emissions from delivery vehicles
Locally:
• less congestion at or near the supermarket
• better road safety
Community benefits
• Better safety for vehicle occupants and pedestrians at the supermarket where there is shared access
• A better shopping environment available to the local community with greater access to goods and services
Commercial benefits
• Reduced operating costs
• Improved freight operations
• Increased sales
• Less food wasted
• Less fuel consumed by delivery vehicles
Monitoring and methodologyAny planned trial study must first be rigorously researched and evaluated. The research will try to establish the benefits of reduced delivery restrictions and the likelihood of current delivery restrictions being lifted. At the same time, the study will have to show the likely impact of reduced restrictions on the local community. The trial study will only go ahead if the outcomes of these complex criteria are positive and do not indicate conflicts of interest.
Before the trial study begins, participants must define their methodology. This will set out what observations and recommendations they will make, and include a checklist of actions.
The methodology, including monitoring, incorporates:
• site investigation – site level survey, physical level survey, measures to improve the site, training, protocols
• independent technical monitoring – both before and during the trial study
• consultation – by various methods
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Delivering the goods: a toolkit for improving night-time deliveries
The participants must follow the methodology and monitor progress on the study according to a defined and audited series of actions. They must act transparently and support the established procedures.
The two key Statutory Nuisances that deliveries can cause, noise and light, are now examined in more detail. Published legislation and guidelines are discussed for each nuisance. A suggested monitoring regime for each Statutory Nuisance is also detailed to assist anyone looking to trial a delivery curfew relaxation.
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Delivering the goods: a toolkit for improving night-time deliveries
Part Three: Night-time deliveries: noise
Supermarkets need deliveries. Scheduling deliveries outside normal working hours can:
• reduce congestion
• improve freight operations
• cut air pollution from traffic
However, supermarkets in urban areas are often close to noise-sensitive properties, including people’s homes. These are generally considered to be more sensitive to noise during the evening and even more sensitive at night. Re-scheduling deliveries into these periods potentially increases noise disturbance for those who live close to supermarkets.
This document provides guidance to those concerned with assessing the potential noise impact of retail deliveries in residential areas that might occur in the evening or the night. It describes the issues that need to be considered and, in general terms, the process that should be followed. The outcome of any such assessment would be an understanding of the nature and the extent of the potential noise impact.
The guidance focuses on the noise that would arise from such activities and how the noise impact should be assessed. For the most part those affected will be people in dwellings and other noise-sensitive premises where people reside (eg residential homes and hospitals). In addition, there may also be issues of noise in the evening affecting other noise-sensitive premises such as places of learning (eg during evening classes) and places of worship
There are no prescribed guidelines or standards for the assessment of noise, although general principles have been established over the years and these principles can be used in this case. The main elements of the noise assessment are:
• characterise the existing (baseline) noise environment
• predict or measure the noise likely to arise from the proposed activity (in this case deliveries during the trial study)
• compare the predicted or measured noise levels with the baseline noise environment to understand the nature and extent of the change in noise environment that will occur if the trial is extended
• using relevant but generic standards and guidelines, draw a conclusion about the extent that those changes will have on those potentially affected
• report the findings
Guidance and standardsPPG 24
Planning policy guidance notes set out the Government’s policies on different aspects of planning. Local authorities are required to take into account this advice in preparing development plans and when considering planning applications, including those for supermarkets.
Planning Policy Guidance Note 24 (PPG 24) Planning and Noise was issued by the Department of the Environment in September 1994. PPG 24 covers England and there are similar documents for Wales and Scotland.
PPG 24 acknowledges that the planning system must guide development to the most appropriate location, and that noise can be a material consideration when determining planning applications. It notes in paragraph 2 that:
“It will be hard to reconcile some land uses, such as housing, hospitals and schools, with other activities which generate high levels of noise, but the planning system should ensure that, wherever practicable, noise-sensitive developments are separated from major sources of noise (such as road, rail and air transport). It is equally important that new development involving noisy activities should, if possible, be sited away from noise-sensitive land uses. Development plans provide the policy framework within which these issues can be weighed but careful assessment of all these factors will also be required when individual applications for development are considered. Where it is not possible to achieve such a separation of land uses, local planning authorities should consider whether it is possible to control or reduce noise levels, or to mitigate the impact of noise, through the use of conditions or planning obligations.”
A supermarket, its delivery bays and approach road, may constitute development involving noisy activities, and homes may constitute noise-sensitive land use. A local authority may zone an area for retail development in its development plan. It can also decide to permit development of a supermarket, but limit its delivery hours either directly or indirectly.
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Delivering the goods: a toolkit for improving night-time deliveries
Paragraph 10 of PPG 24 advises that there needs to be a balance that will not unjustifiably limit development, but will not give rise to unacceptable disturbance:
“Much of the development which is necessary for the creation of jobs and the construction and improvement of essential infrastructure will generate noise. The planning system should not place unjustifiable obstacles in the way of such development. Nevertheless, local planning authorities must ensure that development does not cause an unacceptable degree of disturbance. They should also bear in mind that a subsequent intensification or change of use may result in greater intrusion and they may wish to consider the use of appropriate conditions.”
The guidance refers to “an unacceptable degree of disturbance”. This implies that a degree of disturbance may be acceptable. This may perhaps be because its intensity or frequency is limited, or it happens at a time when those who hear the noise are less likely to be disturbed by it. However, PPG 24 does not state that a degree of disturbance is acceptable.
The existence of a planning permission does not mean that a Statutory Nuisance cannot exist. Statutory Nuisance can exist whether a particular site has planning permission for deliveries or not. Circumstances and local environments change, so, for example, noise that was not a Statutory Nuisance before may become one.
PPG 24, paragraph 11, deals with noise from specific types of development, and refers to more detailed advice in Annex 3.
While PPG 24 outlines factors to be considered, it does not, with one exception, set prescriptive technical standards of acceptable noise levels. The one exception is in Annex 1 where noise exposure categories are set out for local authorities to use when considering applications for new housing developments. The Noise Exposure Category (NEC) system establishes four categories of noise exposure. It does this by reference to the dominant noise source, the time of day and noise levels before the development took place. For a site in NEC A , a noise need not be a determining factor in granting planning permission, while for NEC D, planning permission should normally be refused.
The categories are measured in units of the ‘A’ weighted equivalent continuous sound level, abbreviated to LAeq,T. The ‘A’ weighting differentially weights sounds of differing frequencies. This reflects the sensitivity of the human ear to sound of different pitches. The ‘eq’ refers to a steady sound that would have the same total energy as the fluctuating sound over the period of time ‘T’ that is being measured. LAeq,T is now the most frequently used parameter for measuring noise disturbance.
Different noise exposure levels are given for daytime (07.00 to 23.00 hours) and night-time (23.00 to 07.00 hours). Higher levels are acceptable during the day.
The NEC system is designed for road, rail and air traffic and mixed sources. ‘Mixed sources’ refers to any combination of road, rail, air and industrial noise in which none dominates. Most urban supermarkets would contribute to mixed noise.
However, the NEC procedure only applies where a developer wants to introduce residential development into an area with existing sources of noise. Table 3.1 below sets out the recommended boundaries for noise exposure categories for this type of situation. The procedure does not apply to the reverse situation where new noise sources are to be introduced into an existing residential area. Therefore planning authorities should not use it when considering an application for a supermarket in a residential area or an intensification of use of an existing supermarket is being contemplated. Likewise, PPG 24 should not be used by the industry to justify the introduction of night-time deliveries.
Table 3.1 Noise levels corresponding to NECs for new dwellings (dB LAeq,T) for mixed sources
Time A B C D07.00-3.00 hours 55 55-63 63-72 >7223.00-07.00 hours 45 45-57 57-66 >66
Another noise parameter is mentioned in a footnote, LAmax. The LAmax is the highest ‘A’ weighted level recorded during a noise measurement. The guidance is that where individual noise events exceed 82 dB LAmax several times in any hour at night, planning authorities should categorise the site as NEC C, regardless of the night-time LAeq,T. The exception is where the LAeq,T at night already puts the site in NEC D.
LAmax is highly variable, particularly where it is incidental to an activity rather than a central feature of it – eg, pile driving.
There is plenty of evidence on the relationship between noise exposure in LAeq,T units and disturbance. There is some evidence on the relationship between the magnitude of LAmax and sleep disturbance. But there is almost no evidence on the relationship between disturbance and how often events with high LAmax values occur.
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Annex 1 of PPG 24 explicitly states that the NEC system should not be used to assess whether a new noise source, such as a supermarket, is acceptable in a residential area. However, Annex 2 sets out the guidance that has been used in deriving the boundary limit values in Annex 1. Reference is made, for example, to a World Health Organisation (WHO) document of 1980, the current version of which is reviewed below.
Of particular interest in the present context are the NEC A upper boundary limits of 55 dB LAeq,16 hours and 45 dB LAeq,8 hours for daytime and night-time respectively. These are separate situations in which noise need not be a determining factor, and those in which conditions should be imposed on a new housing development to protect residents adequately against noise.
Both daytime and night-time boundary limits are taken from the WHO document.
Paragraph 5 of Annex 2 cites a field study on aircraft noise and sleep disturbance published in 1992. While earlier studies suggested that aircraft noise below 82 dB LAmax, would cause little sleep disturbance, the field study reported that in practice, aircraft noise below 80 dB LAmax is unlikely to wake people up.
Annex 3 of the guidance advises on the assessment of noise from different sources. Supermarkets fall into the category of industrial and commercial developments discussed in paragraphs 19 and 20.
Paragraph 19 recommends the use of BS 4142:1990 to assess noise from these sources. A new version of this standard was issued in 1997. Paragraph 19 also mentions BS 8233 as a source of general guidance on acceptable noise levels within buildings. BS 4142 only deals with the noise exposure of dwellings.
In summary, PPG 24 supports the use of the LAeq,T parameter as a tool for assessing and controlling noise disturbance. It also cites the parameter LAmax. BS 4142 and BS 8233 are useful for assessing the noise of supermarket deliveries.
World Health Organisation guidelines
The guidance cited in PPG 24 is Environmental Health Criteria 12, issued by the World Health Organisation in 1980. Noise specialists have interpreted this as advocating a standard of 55 dB LAeq daytime and 45 dB LAeq at night, both levels being external and free-field.
In 1999, WHO issued revised guidance, Guidelines for Community Noise. This has not so far been incorporated explicitly into national guidance. The table below sets out the current WHO guideline values.
Table 3.2 WHO guideline values
Specific environment Critical health effects dB LAeq Time base (T in hours)
LAmax
Outdoor living area Serious annoyance, daytime and evening
Moderate annoyance, daytime and evening
55
50
16
16
–
–
Dwelling, indoors Speech intelligibility and moderate annoyance, daytime and evening
35 16 –
Inside bedrooms Sleep disturbance, night-time 30 8 45Outside bedrooms Sleep disturbance, window
open (outdoor values)45 8 60
WHO assumes that the insertion loss through the façade of a dwelling when windows are open will be 15 dB(A). In practice this will vary between dwellings, and according to how far the windows are open.
Some have questioned the WHO guidance. It sets stringent standards and many existing homes exceed one or more of its guideline values. If homes exceed the guidelines even before a new noise source is introduced, they are of limited use in assessing the impact of that new source.
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BS 8233
BS 8233:1999 Sound insulation and noise reduction for buildings – Code of Practice, defines its scope in paragraph 1:
“This British Standard gives recommendations for the control of noise in and around buildings, and suggests appropriate criteria and limits for different situations. These criteria and limits are primarily intended to guide the design of new or refurbished buildings undergoing a change of use, rather than to assess the effect of changes in the external noise level.”
The standard distinguishes between ‘anonymous’ noise, such as that from road traffic, and noise from neighbours that may trigger complex emotional reactions that are disproportionate to the noise level.
The standard describes a level of 30 dB LAeq,T in living rooms as good for ‘anonymous’ noise, and a level of 40 dB LAeq,T as reasonable. A level of 30 dB LAeq,T in bedrooms is described as good, and 35 dB LAeq,T as reasonable. The Standard also suggests that for bedrooms at night, individual noise events should not normally exceed 45 dB LAmax. These levels are consistent with the WHO 1999 guidelines.
The types of noise likely to arise from night-time deliveries will often be a mixture of anonymous noise and other noises with characteristics (such as irregularity, impulsiveness and tonality) that might be expected to trigger a greater response from neighbours.
BS 4142:1997
BS 4142:1997: A method for rating industrial noise affecting mixed residential and industrial noise, adopts a different approach. WHO and BS 8233 provide absolute values as to what is an acceptable or a desirable noise climate. They do not deal with the acceptability of a new noise source where the existing noise climate already exceeds an absolute standard.
In contrast the method set out in BS 4142:1997 can be used in any situation regardless of the existing noise climate. This is because it depends on a comparison between noise from the new source, and noise within the existing noise climate. On the downside, BS 4142 does not make a judgement about the acceptability of the existing noise climate, and can also lead to issues of creeping background noise levels.
The existing noise climate is described by the noise parameter LA90. This is the ‘A’ weighted noise level that is exceeded for 90 per cent of the time that is being measured, and is called the background noise level.
Noise from a new source, which is the subject of the assessment, is described by the LAeq,T parameter. This is corrected by adding 5 dB if the noise is tonal and/or impulsive in character, and/or irregular enough to attract attention. The subsequent value is called the ‘Rating Level’.
If the rating level from the new source exceeds the background noise level by around 10 dB or more, this indicates that complaints are likely. If the rating level is more than 10 dB below the background noise level, complaints are unlikely. A difference of +5 dB is marginal.
The standard does not set different numerical values for day and night-time, but implicitly it does set a more stringent standard at night, particularly for fluctuating or intermittent noise sources.
There are two reasons for this. First the background noise has to be that which would occur when the source is operating. Since ambient noise levels almost always follow a daily cycle – lower during the evening and lowest at night – the standard becomes most stringent at night.
Secondly, the LAeq,T unit is an energy-weighted average over the time period ‘T’. Where a noise source consists of short events or fluctuating sound levels, the average period of exposure becomes important. This is set at one hour during the day but only five minutes at night. The standard does not define night-time in hours, but as “the times when the general adult population are preparing for sleep or are actually sleeping”. If the new noise source consists of, for example, deliveries, and each lasts for less than an hour, the LAeq,T corrected noise level will be higher during the night than during the day.
For example, consider a house with a background noise level of 50 dB LA90 during the day and 40 dB LA90 at night. The house is exposed to noise from deliveries at a rate of one an hour throughout 24 hours. Assume each delivery lasts six minutes and the house is exposed to an LAeq,6 minutes of 50 dB during each one. In this example, for simplicity, the noise is not tonal or impulsive in character or irregular enough to attract attention.
During the day a background noise level of 50 dB LA90 is to be compared with a source noise of 50 dB LAeq. But the noise only lasts for six minutes during the assessment period of one hour. Correcting for the six minutes duration of the noise gives a
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correction of -10 dB during the day. The new noise source therefore has an LAeq,1 hour of 40 dB and the background noise level is 50 dB. This is a difference of -10 dB, indicating that complaints are unlikely.
However at night the six minutes duration exceeds the reference period of five minutes. So there is no reduction for averaging out over a longer time period. The background noise level is 40 dB and the noise from the new source is 50 dB, a difference of +10 dB – an indication that complaints are likely.
This standard advises against noise measurement during rain or when wind speeds are above 5 m/s.
Directive 2002/49/EC: Assessment and Management of Environmental Noise
This directive requires member states to map the noise exposure of people living in urban areas and near major roads, railways and airfields. It is aimed at a strategic level, not at specific developments.
However, it is relevant to the present study in two respects. First, it explicitly distinguishes between ambient noise during the day, evening and night, defined as 07.00 to 19.00, 19.00 to 23.00, and 23.00 to 07.00 respectively. Member states can adjust the times within limits to suit local circumstances but there is currently no indication that the UK Government will do so.
Secondly, the measurement used to assess the community response to noise and is abbreviated to Lden. to the measurement that is used to assess sleep disturbance is Lnight. Lnight is simply the value in decibels for the ‘A’ weighted equivalent continuous sound level over the eight hours from 23.00.
Lden is the time weighted sum of the LAeq,T levels within the day, evening and night-time. However, before adding the three together, the evening physical noise level is corrected by +5 dB, and the night level by +10 dB. These are large weightings, and imply that a single noise event at night equals 10 similar incidents during the day.
SummaryThe parameter most commonly used in environmental noise assessment is the ‘A’ weighted continuous sound level, LAeq,T.
The period ‘T’ is usually set for the entire day, night or evening with the exception of BS 4142 where the daytime period is one hour and the night time period is five minutes.
Directive 2002/49/EC assumes night-time to be 23.00 to 07.00.
Directive 2002/49/EC suggests that an evening period is 19.00 to 23.00.
A number of authorities have recommended desirable or acceptable ambient noise levels either inside or outside dwellings.
The documents citing fixed levels do not contain evidence to assess the effect of a possible new noise source where ambient noise already exceeds the guideline level.
BS 4124 sets a relative standard which compares the new noise source with the existing background noise.
An assessment using BS 4142 tends to be more stringent at night, particularly for short duration noise events.
Some authorities also refer to the maximum sound level LAmax, particularly in relation to sleep disturbance at night. However, there is a suggestion that this is only relevant when noisy events are likely several times in any hour, for example, the impulse noises that would be expected when a lorry is being loaded or unloaded.
Noise should not be measured when it is raining or windy.
The noise levels measured or predicted during the trial study should be compared with the baseline noise levels to understand how the noise environment has changed. Standard comparison methods used in current professional practice should be used and these are likely to include those shown in Table 3.3.
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Table 3.3 Indicator comparisons likely to be required in assessment
Predicted BaselineLAeq LAeq
LA10 LA10
LA10 LA10
LA10 LA90
The type of questions that need to be answered are:
• by how much has the LAeq and LA10 risen?
• how does the LAmax levels from the deliveries compare with the existing LAmax values?
• how do the LAeq levels whilst delivery activities are occurring compare with the LA90 values?
• how do the LAmax levels during the delivery activities compare with the LA90?
This type of analysis will help inform a discussion of the nature of the impact that has occurred. Consideration also needs to be given to any features of the delivery noise, eg in terms of the frequency spectrum shape, tonality and general character of the noise (impulsiveness) etc, that may give rise to a response different from that suggested in the data described above.
A conclusion will be drawn from this analysis about the extent the changes during the trial study have had on those potentially affected using the generic standards and guidelines discussed previously.
It has to be accepted that there are no guidelines available that specifically apply to this situation but those guidelines that do exist may assist in understanding the nature and extent of the effect of the noise from the proposed deliveries on those affected. There are no specific noise limits that can be applied, although it is clear (especially at night) that levels that might be expected to awake the vast majority of those affected should not occur. Account should be taken of the change in noise level that is likely to be heard and how the noise may interfere with those affected – eg be a distraction, interfere with conversation, cause annoyance, disturb sleep.
Account will also need to be taken of the numbers affected, but having said that, it does not necessarily mean that if only a few people are affected, then there is not a problem. If those few are badly affected then a serious issue will exist.
Draft monitoring regimeThe following is a draft monitoring regime which responds to the above analysis.
• First the retailer will carry out or commission a site visit. This will note any homes that could be affected by the pilot study. The site visit will also identify whether more than one possible noise source could affect homes, for example where some residences may be affected by vehicles on an approach road and others by activities within a delivery area
• The retailer will seek the co-operation of the local environmental health department. In cases where statutory curfews are in place, permission from the Environmental Health and Planning departments is essential prior to the initiation of the monitoring regime
• The selected residents will be asked by letter to co-operate with the trial study. If they refuse, the retailer should approach a neighbouring property. Recompense of £25 should be offered for any inconvenience
• Noise monitoring instruments will be installed at the selected properties. The instruments will have been calibrated at a United Kingdom Accreditation Service (UKAS) registered laboratory within the preceding two years. The microphone should be mounted one metre from the most exposed window on the most exposed façade of the residence. The precision sound level meter should be installed inside the dwelling
• Monitoring will continue for seven days. The instrument will log a continuous ‘A’ weighted time history
• The retailer will arrange to get data on precipitation and wind speed during the monitoring period. However there is no need to analyse any period when the weather is outside the parameters of BS 4142
• A technician will be on site for a total of 25 hours during the monitoring period. They will note what happened when. The record of activities that create noise will use the same categories as the National Noise Incidence Survey, expanded to
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distinguish different types of noise associated with deliveries. The technician will take short-term octave band records both during and between deliveries
• The retailer should get records of deliveries and activities covering when the technician was not on site
• After the trial study, analysis of the results will show the period LAeq, LA90, and LAmax noise levels when activities took place, and when they did not. This will be reported separately for the time periods specified by the EC directive. The assessment time periods will be one hour during the day and five minutes at night
• A technical report will be prepared setting out the work that has been carried out. It should be in sufficient detail to enable the method, assumptions and conclusions to be transparent and in terms of any noise prediction, able to be reproduced by others. The conclusion of the report should include a professional judgement on the extent of the impact (once all mitigation has been taken into account) so that the decision maker can properly take noise into account with the other issues (including the benefits to the retail outlet) in forming a decision about whether to permit
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Part Four: Night-time deliveries: light
Supermarkets need deliveries. Supermarkets in urban areas are often close to noise-sensitive properties, including people’s homes. Scheduling deliveries outside normal working hours can:
• cut congestion
• be more time-efficient
• reduce air pollution from traffic
However, people are generally more sensitive to artificial light nuisance during the evening and even more so at night. Re-scheduling deliveries into the evening and at night increases potential artificial light nuisance for those who live near supermarkets with poor lighting control.
The potential increased disturbance to local residents will be easier if its based on a detailed knowledge of the size of the disturbance. This project seeks to derive an appropriate monitoring regime for determining the light nuisance consequences of out-of-working hours deliveries.
Guidance and standardsTown and Country Planning Act 1990
The act requires anyone who wants to install external lighting to get planning approval, although there is no requirement for local authorities to investigate or resolve light pollution.
Environmental Protection Act 1990, Part III – statutory nuisance
Under the Environmental Protection Act 1990 (as amended by section 102 of the Clean Neighbourhoods and Environment Act 2005) local authorities are required to investigate their area periodically for instances of “artificial light emitted from premises so as to be prejudicial to health or a nuisance”, and to take reasonable practicable steps to investigate complaints of such nuisance. If satisfied that artificial lighting amounts to a statutory nuisance, or that a nuisance may occur or recur, the local authority must serve an abatement notice under section 80 of the 1990 Act, requiring the nuisance to be abated, or that its occurrence or recurrence is prohibited or restricted, within a specified timescale, and may require works to be carried out to comply with the notice.
There is a 21 day period in which to appeal against an abatement notice in the magistrates’ court. If the appeal is unsuccessful, or if one is not made, there is a fine of up to £20,000 upon summary conviction for non-compliance with or breaching of an abatement notice.
Guidance on the light nuisance provisions in the Clean Neighbourhoods and Environment Act 2005 is available will be available on Defra’s light nuisance page at http://www.defra.gov.uk/environment/localenv/light/index.htm
Planning Policy Statement 23 (PPS 23)
Some local authorities have written lighting policy based on the guidance given in PPS 23: Planning and Pollution Control. Local authority lighting policies tend to be in descriptive wording rather than quantifiable or measurable terms.
Local planning authorities can, under PPS 23, specify the type of lighting to be used on buildings as part of the planning permission. It is intended that an Annex to PPS 23 on planning and light pollution will be published in the future.
Guidance notes for reducing light pollution
The Institute of Lighting Engineers has published guidance on reducing light pollution. The guidance suggests that local planning authorities adopt a system of environmental zones as part of their lighting policies.
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Table 4.1 Obtrusive limitation for extending lighting installations
Environmental zone Sky glow ULR
[max %]
Light into windowsE [Lux] (1)
Source intensityI [kcd] (2)
Building luminance before curfew (3)
Before curfew
After curfew
Before curfew
After curfew
Average L[cd/m2]
Max L[cd/m2]
E1 0 2 1 0 0 0 0
E2 2.5 5 1 0.5 0.5 5 10
E3 5.0 10 2 1.0 1.0 10 60
E4 15.0 25 5 2.5 2.5 25 150
Where:
ULR = Upward Light Ration of the installation (and is the maximum permitted percentage of luminaire flux for the total installation that goes directly into the sky
E = Vertical Illuminance in Lux normal to glazing
I = Light Intensity in Candelas
L = Luminanace in Candelas per square metre
Table 4.1 sets quantifiable criteria for environmental zones. E1 is intrinsically dark areas, E2 is low brightness areas, E3 is medium brightness areas and E4 is high brightness areas.
The measurement of the lighting limitations mentioned in table 4.1 is possible with conventional field instruments but weather conditions must be right. Fog, rain, snow etc will affect the readings.
SummarySome key points from the material reviewed above are:
• artificial light nuisance is regulated under the statutory nuisance regime of the Environmental Protection Act 1990 (Part III) as amended by the Clean Neighbourhoods and Environment Act 2005
• there is planning guidance available to help local authorities develop lighting policies
• the ILE guidance on the reduction of light pollution is the only measurable lighting criteria
Draft monitoring regimeThis is the first draft of a proposed monitoring regime which responds to the above analysis. First the retailer needs to organise a site visit. This will note the potentially worst affected residences. Where light comes from more than one possible source, the retailer will need to select more than one residence. The retailer should also enlist the co-operation of the local environmental health department.
The retailer will write to the selected residents to seek their co-operation. If they do not wish to co-operate, the retailer should contact neighbouring properties. The retailer should offer each household £25 in recompense for any inconvenience.
The retailer will arrange for light monitoring instruments to be installed at the selected properties. The instruments will have been calibrated at a UKAS-registered laboratory within the preceding two years. The light monitoring instruments will be mounted internally to the most exposed window on the most exposed façade of the residence.
Light will be monitored with the store’s exterior lighting and signage switched off. This will determine the background lighting level. The light nuisance from the supermarket’s exterior lighting can then be established.
A visual survey of the immediate area and its lighting will be made. The survey will focus on the suitability of lighting for its purpose and any contribution it makes to light pollution.
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The light monitoring equipment will also record lighting levels in the residence, so that false readings can be discounted. Light monitoring will be carried out over seven days at a sampling frequency to be determined.
A technician will remain on site for 24 hours during the monitoring period to note what happens and when. This should include when street lighting and exterior lighting is turned on and off and the timing of deliveries.
When the technician is not on site, store records will show when deliveries and other events took place. After the monitoring, it will be possible to work out the range of light presented to the residence and to identify, if possible, the source of any light nuisance.
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Part Five: Post trial study assessment
After the trial study all the evidence needs to be assessed. It will hopefully lead to conclusions that may be used when seeking approval from a local authority for a relaxation of delivery restrictions.
The trial study partners would evaluate the evidence and draw their conclusions as objectively as possible. They would study the following areas and include both the independent monitoring and the demonstrated benefits. Some of the benefits overlap, so have been included more than once in the following sections. And naturally as each trial study location is unique, degrees of possible gain will vary.
Environmental• Reduced fleet vehicle usage at periods of traffic congestion
• Less local road congestion
• Improved access to the store service road and shared car park for pedestrians and/or motorists and/or delivery vehicle drivers – depending on access arrangements
• Improved safety at the store for both pedestrians and vehicles – depending on access arrangements
Community• Less local traffic congestion
• Improved access to the store service road and shared car park for pedestrians and/or motorists and/or delivery vehicle drivers – depending on access arrangements
• Improved safety at the store for both pedestrians and vehicles – depending on access arrangements
• Full fresh food availability at the start of trading, to the benefit of customers
Commercial• Reduced fuel costs (with fewer emissions)
• Fresh food now on the shelves at 8.00 am, maximising sales
• Greater stock availability from start of trading
• Increased sales and immediate replenishment, reducing wastage
• Consistent delivery time, improving daily operational planning
• Less delivery congestion
• Warehouse less congested, improving health and safety
• Greater stock merchandising before the store opens, which improves staff productivity and morale
• More productive, happier staff
Monitoring and assessment • Independent noise and light recording and observation, both before and during the trial study
• Marketing questionnaire, conducted with local residents during the trial study
Noise and light monitoringThe format would vary depending on the location and perceived noise and light issues. But it is likely to consist of the following.
Noise
Measurements to give a detailed description of noise over a single 24 hour period, carried out by an on-site technician. These measurements can show the effect of specific events, such as a delivery vehicle arriving.
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Over a 24 hour period, five minute samples of the noise climate would be taken at various times. This would be at a residential location deemed to be the one most likely to be adversely affected by noise and light pollution. A technician would attend for a total of 24 hours over seven days. During these sampling periods the technician would record the standard noise indices (LAeq, LA10, LA90 and Lmax) together with one-third octave frequency information. The technician would also keep a diary of noise sources and activities.
Light
Light monitoring determines whether the headlights of delivery vehicles, external floodlights, warehouse lights or any other activities associated with deliveries would affect nearby premises. Monitoring measures the light falling on the façade of buildings near the delivery area, in candelas per m2. The results of the monitoring should show whether any light from night-time deliveries is in keeping with established levels and residents are not being disturbed. If so, could the data then be used in a submission to the local authority seeking a relaxation of delivery restrictions?
If the monitoring shows that residents are being disturbed, what could the retailer do to improve the situation? And are any such improvements viable, practical and cost effective for the retailer to carry out before seeking a relaxation of delivery restrictions?
Marketing questionnaireA research survey
A marketing questionnaire can provide useful and constructive data to supplement the trial study model. It would reinforce the most important aspects of the study – the views of the community.
Here is a sample methodology.
Background
The research aims to understand the effect of night-time deliveries to supermarkets at night on the quality of life of residents.
Method and sample
Face-to-face doorstep interviews with a predetermined number of residents.
Context and objectives
The questionnaire aims to identify whether residents had noticed any impact on their quality of life as a result of a delivery being moved from day to night-time. The research should focus on:
• noise from vehicles, drivers and staff
• light from vehicles and store
• pollution/emissions
• other negative environmental effects
• effects on traffic
Interviewers should not refer to night-time deliveries directly in case they trigger a response based on residents’ pre-conception of the disturbance these might cause. The questionnaire would cover the following areas and further probing would follow, depending on interviewee response:
• traffic levels
• parking
• pollution from vehicles
• daytime traffic noise levels
• night-time traffic noise levels
• daytime other noise levels
• night-time other noise levels
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• litter
• night-time light pollution
The marketing research company’s conclusions would need to be evaluated to establish:
• whether residents’ quality of life was affected by night-time delivery
• whether indications that residents’ quality of life was not harmed, together with positive noise and light monitoring data, which could be used in a submission seeking a relaxation of delivery restrictions
• what remedial steps the retailer would need to take if the results were less positive
• whether such steps are practical and cost effective
ConclusionA relaxation of delivery restrictions requires:
• realistic appraisal of a store where a trial study would be likely to succeed
• an accurate and comprehensive assessment of the site
• all aspects of the trial study project checklist followed
• all due diligence in the trial study procedures, training and protocols
• suitable monitoring and assessment by impartial organisations
• a transparent audit trail to ensure good practice compliance
A well researched and formulated trial study, carried out in keeping with the above, should give positive results that may be used when applying to a local authority for a relaxation of delivery restrictions.
If evidence from a successful trial study results in approval for relaxation of delivery restrictions, it would set a useful precedent that could be applied more widely.
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Part Six: About the templates
The toolkit contains a range of templates. They are not definitive, but provide structured guidelines that you can adapt to fit your needs.
The templates were developed from trial studies carried out over a three-month period in 2005. These trial studies involved a leading British supermarket retailer in co-operation with a London based transport organisation.
The templates illustrate an imaginary supermarket retailer – ‘Tindill’ – and transport group – ‘UK TrafficMove’. The trial study is located in the fictional town of ‘Anytown’.
Annex A Consultation: Sample letter from a retailer to a local authority
Annex B Consultation: Sample market research questionnaire
Annex C So you want to undertake a trial study? – Sample retailer checklist
Annex D Checklists for night-time delivery site investigation reports – blank
Annex E Checklists for night-time delivery site investigation reports – completed
Annex F Night-time delivery – Partners’ tasks/outputs/responsibilities – blank
Annex G Night-time delivery – Partners’ tasks/outputs/responsibilities – completed
Annex H Night-time delivery training manuals
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Annex A: Consultation: Sample letter from a retailer to a local authority
Dear [Client’s name here]
Tindill Night-Time Delivery Trial
[Name of either retailer and/or project partner goes here] would like to assess impartially the impact of night-time deliveries to food stores. These deliveries have the potential to reduce traffi c congestion and improve safety and the environment. We feel such a trial would also improve operational effi ciency.
[Name of either retailer and/or project partner goes here] role is to ensure that any such trial balances operational effi ciency with the needs of residents, and to ensure the rigour of the research techniques.
We want to carry out a night-time delivery trial at the Tindill store at [insert address]. We propose a three-month night-time delivery trial starting in [Month]. We will also conduct technical monitoring and face-to-face consultation one month into the trial. The technical monitoring will objectively measure noise and light emissions while the consultation will gauge residents’ views on local environmental issues. The attached questionnaire would form the basis of this consultation.
At present the store voluntarily restricts deliveries between 10pm and 7am. Anecdotally we believe this increases traffi c congestion, reduces effi ciency and, with peak congestion travelling time, increases delivery vehicle fuel consumption with attendant increases in emissions and air pollution.
We have produced the attached document, Making Night-Time Deliveries: Methodology and Guidance. This sets out the methodology we will follow when conducting the night-time delivery trial in order to minimise or mitigate any adverse effects on residents.
The methodology is in three parts.
• Site investigation report – this describes the current situation, our proposed operational changes, their anticipated effects and some initial improvements. The report also includes staff training requirements and a protocol to help in handling any complaints relating to the trial
• Technical monitoring – this offers guidance on conducting noise and light monitoring. The monitoring is to identify the day and night-time noise and light levels. Monitoring will measure both ‘before’ (current situation) and ‘after’ (during trial study). Monitoring will be conducted independently by consultants appointed by [Name of either retailer and/or project partner goes here]
• Consultation – one month into the trial, residents who stand to be affected by night-time deliveries will be consulted to determine their views on local environmental issues. We will not tell residents of the trial in advance so as not to bias the outcome of the survey. An independent market research fi rm will consult on behalf of [Name of either retailer and/or project partner]
We hope that the methodology will allow the trial of night-time deliveries to go ahead without a noise abatement notice being served on the store.
We would be grateful for your comments on our proposed approach and any concerns that you may have. Should you need any further information please do not hesitate to contact [name] on telephone [number].
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Annex B: Consultation: sample market research questionnaire
MARKET RESEARCH QUESTIONNAIRE
Job number Serial number Card
(1) (2) (3) (4) (5) (6) (7) (8)
0 7 8 7
Good afternoon/evening. My name is ______________ and I am an independent research consultant/from an independent market research company – and I’m conducting some research into local transport issues amongst local residents on behalf of [name of questionnaire commissioning party].
Have you got a few minutes to answer some questions?
QA Can I just check first of all – is this your normal place of residence?
Yes Continue
No Close
QB And, approximately, how long have you been living here?
(11)
Less than a week Close
1-4 weeks Close
Longer than a month – less than 6 months continue 1
6-12 months continue 2
1-2 years continue 3
Longer continue 4
Don’t know continue 5
Q1 [Name of questionnaire commissioning party] is interested in hearing local residents’ views about the area in which they live. First of all, taking all things into account, how satisfied are you with this area?
Show card
Not at all Completely satisfied satisfied
0 1 2 3 4 5 6 7 8 9 10 dk ()
Q2 Why do you say that?
Score 0-5
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Score 6-10
Q3 And how satisfied are you with each of the following specific local issues? Show card
Traffic levels
Not at all Completely satisfied satisfied
0 1 2 3 4 5 6 7 8 9 10 dk ()
Availability of parking
Not at all Completely satisfied satisfied
0 1 2 3 4 5 6 7 8 9 10 dk ()
Levels of pollution from vehicles
Not at all Completely satisfied satisfied
0 1 2 3 4 5 6 7 8 9 10 dk ()
Traffic noise levels – daytime
Not at all Completely satisfied satisfied
0 1 2 3 4 5 6 7 8 9 10 dk ()
Traffic noise levels – night-time
Not at all Completely satisfied satisfied
0 1 2 3 4 5 6 7 8 9 10 dk ()
Other noise levels – daytime
Not at all Completely satisfied satisfied
0 1 2 3 4 5 6 7 8 9 10 dk ()
Other noise levels – night-time
Not at all Completely satisfied satisfied
0 1 2 3 4 5 6 7 8 9 10 dk ()
Litter
Not at all Completely satisfied satisfied
0 1 2 3 4 5 6 7 8 9 10 dk ()
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Light pollution – night-time
Not at all Completely satisfied satisfied
0 1 2 3 4 5 6 7 8 9 10 dk ()
Q4 For each of these issues I would like you to tell me...
a) whether or not there has been any change over the last few months and, if so,
b) is it better or worse?
Show card
a) Change b)
Yes No Much better Better Worse Much worse Traffic levels 1 2 () 1 2 3 4
Parking () 1 2 () 1 2 3 4
Pollution from vehicles () 1 2 () 1 2 3 4
Daytime traffic noise levels () 1 2 () 1 2 3 4
Night-time traffic noise levels () 1 2 () 1 2 3 4
Daytime other noise levels () 1 2 () 1 2 3 4
Night-time other noise levels () 1 2 () 1 2 3 4
Litter () 1 2 () 1 2 3 4
Light pollution, night-time () 1 2 () 1 2 3 4
If any coded ‘Worse’ or ‘Much worse’ at Q4b continue – others skip to Classification
Q5a Ask for all issues which are Worse or Much worse (Q4b any codes 3 or 4)
Why is it now worse than before with regard to (Q4b)? Probe fully for reasons/causes
Traffic levels
()
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Parking
()
Pollution from vehicles
()
Daytime TRAFFIC noise levels
()
Night-time TRAFFIC noise levels (probe very fully here – why is it worse, where is it coming from, what has been the impact, etc)
()
Daytime OTHER noise levels
()
Night-time OTHER noise levels
()
Litter
()
Light pollution, night-time (probe very fully here – why is it worse, where is it coming from, what has been the impact, etc)
()
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Q5b Ask for all issues which are worse or much worse (Q4b any codes 3 or 4) And what do you think could be done to improve the situation (Q4b)? Probe fully for improvements
Traffic levels
()
Parking
()
Pollution from vehicles
()
Daytime TRAFFIC noise levels
()
Night-time TRAFFIC noise levels
()
Daytime OTHER noise levels
()
Night-time OTHER noise levels
()
Litter
()
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Light pollution, night-time
()
Q6 a) Have you taken any action with regard to (.........any considered worse or much worse at Q4b)?
b) Are you planning to take any action with regard to (...........any considered worse or much worse at Q4b)?
a) b) Yes No Yes No DK
Traffic 1 2 () 1 2 3 ()
Parking () 1 2 () 1 2 3
Pollution from vehicles () 1 2 () 1 2 3
Daytime traffic noise levels () 1 2 () 1 2 3
Night-time traffic noise levels () 1 2 () 1 2 3
Daytime other noise levels () 1 2 () 1 2 3
Yes No Yes No DK
Night-time other noise levels () 1 2 () 1 2 3
Litter () 1 2 () 1 2 3
Light pollution, night time () 1 2 () 1 2 3
If no action taken or considered continue – others skip to Q8
Q7 Why aren’t you considering any action?
Do not prompt – probe fully
Don’t know who to complain to* 1
Not really that bad 2
Not worth it 3
No point – nothing would be done about it 4
Doesn’t really affect me 5
Moving house soon 6
Other 7
* If code 1, ask if respondent would like us to pass their name on to [name of questionnaire commissioning party]
Yes 1
No 2
Any action already taken at Q6a continue – others skip to Q9
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Q8 What action have you taken regarding (...Q6a)? Probe – anything else?
Do not prompt – allow multicode
Traffic Parking Vehicle pollution
Day traffic noise
Night traffic noise
() () () () ()
Contacting local council 1 1 1 1 1
Contacting local residents’ society/group 2 2 2 2 2
Contacting organisation responsible for problem (eg national rail, shops, pubs/bars etc)
3 3 3 3 3
Contacting police 4 4 4 4 4
Monitoring problem 5 5 5 5 5
Contacting [name of questionnaire commissioning party] 6 6 6 6 6
Contacting the local authority 7 7 7 7 7
Other (write in) 8 8 8 8 8
Day – other noise
Night – other noise
Litter Light pollution
Contacting local council () () () ()
Contacting local residents’ society/group 1 1 1 1
Contacting organisation responsible for problem (eg national rail, shops, pubs/bars etc)
2 2 2 2
Contacting police 3 3 3 3
Monitoring problem 4 4 4 4
Contacting [name of questionnaire commissioning party] 5 5 5 5
Contacting the local authority 6 6 6 6
Other (write in) 7 7 7 7
8 8 8 8
Any action being considered at Q6b continue – others skip to Classification
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Q9 What action are you considering regarding (...Q6b)? Probe – anything else?
Do not prompt – allow multicode
Traffic Parking Vehicle pollution
Day traffic noise
Night traffic noise
() () () () ()
Contacting local council 1 1 1 1 1
Contacting local residents’ society/group 2 2 2 2 2
Contacting organisation responsible for problem (eg national rail, shops, pubs/bars etc)
3 3 3 3 3
Contacting police 4 4 4 4 4
Monitoring problem 5 5 5 5 5
Contacting [name of questionnaire commissioning party] 6 6 6 6 6
Contacting the local authority 7 7 7 7 7
Other (write in) 8 8 8 8 8
Day – other noise
Night – other noise
Litter Light pollution
() () () ()
Contacting local council 1 1 1 1
Contacting local residents’ society/group 2 2 2 2
Contacting organisation responsible for problem (eg national rail, shops, pubs/bars etc)
3 3 3 3
Contacting police 4 4 4 4
Monitoring problem 5 5 5 5
Contacting [name of questionnaire commissioning party] 6 6 6 6
Contacting the local authority 7 7 7 7
Other (write in) 8 8 8 8
CLASSIFICATION
Name
Address
Postcode
Tel no (unless asked above)
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Occupation of head of household (write in)
Occupation/job title of the person who contributes most financially to the household (WRITE IN)
Age 18-24 1
25-34 2
35-44 3
45-54 4
55+ 5 ()
SEG AB 1
C1 2
C2 3
DE 4
Sex: Male 1
Female 2
Working status () Adults in HH ()
Full time 1 One 1
Part time 2 Two 2
Unemployed – seeking work 3 Three or more 3
Not working 4
Student 5
Retired 6
Children (ages under 5) in HH () Children (ages 6-15) in HH ()
None 1 None 1
One 2 One 2
Two 3 Two 3
Three plus 4 Three plus 4
Interview length (mins)
Thank you very much for your help
I confirm that this interview was administered according to the MRS Code of Conduct
Interviewer Date Signature
32 Delivery improvement toolkit
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eed
even
if N
→
Step
4
4
Cons
ulta
tion
with
‘ret
ail’
– es
tabl
ish
curf
ew t
ype/
time
Y Pr
ocee
d →
St
age
2
STA
GE
TWO
– S
TOR
E V
ISIT
ATI
ON
Step
C
hec
k Y/
N
Act
ion
M
ove
to
1
Det
erm
ine
any
likel
y re
side
ntia
l iss
ues.
Can
the
y be
ove
rcom
e?
Y/N
Pr
ocee
d on
ly if
Y →
St
ep 2
2
Det
erm
ine
optim
um d
eliv
ery
times
/fre
quen
cy
Y Pr
ocee
d →
St
ep 3
3
Dis
cuss
Cur
few
issu
es E
HA
/LA
or
volu
ntar
y in
rel
atio
n to
1 a
bove
Y
Proc
eed →
St
ep 4
4
Site
sur
vey
with
evi
dent
ial p
hoto
grap
hs d
epic
ting
and
inco
rpor
atin
g:
•
vehi
cula
r ac
cess
– s
tree
t in
fras
truc
ture
/fur
nitu
re-m
anoe
uvrin
g
Y
Proc
eed →
–
•
obse
rve
exis
ting
cong
estio
n st
ore/
surr
ound
ing
area
s Y
Pr
ocee
d →
–
•
vehi
cle
nois
e/lig
ht e
mis
sion
s –
engi
ne/b
rake
s/ge
ar/f
ridge
/ligh
ts
Y Pr
ocee
d →
–
•
unlo
adin
g ar
ea in
fras
truc
ture
– s
hutt
er t
ype/
wal
ls/s
cree
ning
Y Pr
ocee
d →
–
•
met
hod
of u
nloa
ding
– s
ciss
or li
ft/t
ail l
ift/p
ump
truc
k/ba
nk/p
late
Y
Proc
eed →
–
•
dist
ance
bet
wee
n tr
aile
r an
d w
areh
ouse
Y
Proc
eed →
–
•
gene
rate
d un
load
ing
nois
e, t
akin
g ab
ove
into
acc
ount
Y
Proc
eed →
• di
stan
ce a
nd lo
catio
n of
res
iden
tial p
rope
rty.
Acc
epta
ble?
Y/N
Pr
ocee
d on
ly if
Y →
St
age
3
STA
GE
3 –
CO
ST IM
PLIC
ATI
ON
S
Pro
gre
ss p
ath
Ch
eck
Y/N
A
ctio
n
Mo
ve t
o
1
A f
ull c
ost
eval
uatio
n co
verin
g
•
unlo
adin
g in
fras
truc
ture
cha
nges
inco
rpor
atin
g Y
Proc
eed →
–
•
nois
e re
duct
ion/
impr
ovem
ent
incl
udin
g
•
soun
d de
aden
ing
scre
ens/
wal
ls/e
lect
ric s
hutt
er o
pera
tion;
Y
Pr
ocee
d →
–
•
sile
nt r
unni
ng p
ump
truc
ks
Y Pr
ocee
d →
–
•
chan
ges
to s
tore
per
sonn
el
Y Pr
ocee
d →
St
age
4
Cont
inue
d on
nex
t pa
ge
Delivery improvement toolkit 33
Delivering the goods: a toolkit for improving night-time deliveriesST
AG
E 4
– C
OST
DEC
ISIO
N
Pro
gre
ss p
ath
Ch
eck
Y/N
A
ctio
n
Mo
ve t
o
1
Is t
he c
umul
ativ
e ex
pend
iture
req
uire
d co
st e
ffec
tive
for
a c
urfe
w in
itiat
ive
with
thi
s st
ore?
Y/
N
Pr
ocee
d on
ly if
Y →
St
age
5
STA
GE
5 –
CU
RFE
W T
YPE
Pro
gre
ss p
ath
Ch
eck
Y/N
A
ctio
n
Mo
ve t
o
1
Esta
blis
h na
ture
of
curf
ew –
EH
O/L
A o
r vo
lunt
ary
Y Pr
ocee
d →
St
age
6
STA
GE
6 –
CO
MM
UN
ICA
TIO
N/L
OC
AL
RES
IDEN
TS A
ND
LO
CA
L A
UTH
OR
ITY
Pro
gre
ss p
ath
Ch
eck
Y/N
A
ctio
n
Mo
ve t
o
1
If cu
rfew
of
EHO
/LA
nat
ure,
info
rm a
nd c
omm
unic
ate
as a
pre
-req
uisi
te,
prio
r to
tria
l-stu
dy, t
he f
ollo
win
g:
•
cons
ult/
info
rm lo
cal a
utho
rity
of p
ropo
sals
Y
Proc
eed →
–
•
loca
l res
iden
ts
2 If
curf
ew o
f vo
lunt
ary
natu
re, i
nfor
m a
nd c
omm
unic
ate,
as
Y Pr
ocee
d →
–
a
pre-
requ
isite
, prio
r to
tria
l stu
dy, t
he f
ollo
win
g:
•
cons
ult/
info
rm lo
cal a
utho
rity
of p
ropo
sals
Y
Proc
eed →
–
•
loca
l res
iden
ts –
if s
o ag
reed
by
both
par
ties
Y Pr
ocee
d →
–
3
If cu
rfew
of
volu
ntar
y na
ture
, inf
orm
and
com
mun
icat
e, p
rior
to t
rial-s
tudy
, us
ing
or n
ot u
sing
the
fol
low
ing,
dep
ende
nt u
pon
site
spe
cific
circ
umst
ance
s:
•
crea
te s
tore
dis
play
, dep
ictin
g pr
opos
als
Y Pr
ocee
d →
–
•
dist
ribut
e lo
cal ‘
flyer
’ to
resi
dent
s de
taili
ng p
ropo
sals
Y Pr
ocee
d →
–
•
esta
blis
h st
ore
cont
act
to a
ddre
ss r
esid
ents
’ con
cern
s Y
Proc
eed →
–
•
info
rm lo
cal c
ounc
illor
, in
advi
sory
man
ner,
of p
ropo
sals
Y Pr
ocee
d →
St
age
7
STA
GE
7 –
LOC
AL
AU
THO
RIT
Y
Pro
gre
ss p
ath
Ch
eck
Y/N
A
ctio
n
Mo
ve t
o
1
If EH
O c
urfe
w p
roce
ed a
s pe
r fir
st b
ulle
t po
int
of 1
abo
ve
Y Pr
ocee
d →
–
2
Com
bine
d Ti
ndill
/UKT
raffi
cMov
e re
pres
enta
tion
to lo
cal a
utho
rity
Y Pr
ocee
d →
–
3
Inte
grat
ed in
volv
emen
t of
Tin
dill
Esta
te M
anag
ers
Y Pr
ocee
d →
–
4
Such
rep
rese
ntat
ion
to b
e ba
sed
on e
nviro
nmen
tal g
roun
ds a
s pr
imar
y co
nsid
erat
ion
Y Pr
ocee
d →
–
5
Mee
tings
with
loca
l aut
horit
y re
pres
enta
tives
as
requ
ired
Y Pr
ocee
d →
–
Aw
ait
appr
oval
(or
othe
rwis
e) o
f pr
opos
al b
y lo
cal a
utho
rity
Y/N
Pr
ocee
d →
–
6
If pr
opos
al r
ejec
ted,
con
side
r ap
peal
Y/
N
Proc
eed →
–
7
If ap
peal
suc
cess
ful a
nd/o
r ap
prov
al g
rant
ed
Y Pr
ocee
d →
St
age
8
34 Delivery improvement toolkit
Delivering the goods: a toolkit for improving night-time deliveriesST
AG
E 8
– SI
TE IN
VES
TIG
ATI
ON
REP
OR
T
Pro
gre
ss p
ath
Ch
eck
Y/N
A
ctio
n
Mo
ve t
o
1
Prep
are
full
and
com
preh
ensi
ve s
ite in
vest
igat
ion
repo
rt, i
ncor
pora
ting
and
Y Pr
ocee
d →
St
age
9
em
ploy
ing,
as
appr
opria
te, a
ll ac
tions
tak
en in
Sta
ge
1 –
Stag
e 7
abov
e.
Circ
ulat
ion
and
agre
emen
t be
twee
n tr
ial-s
tudy
par
tner
s.
STA
GE
9 –
PRE
IMPL
EMEN
TATI
ON
REQ
UIR
EMEN
TS
Pro
gre
ss p
ath
Ch
eck
Y/N
A
ctio
n
Mo
ve t
o
1
Phys
ical
infr
astr
uctu
re c
hang
es/e
nhan
cem
ents
as
requ
ired
to s
tore
unl
oadi
ng a
rea
Y Pr
ocee
d →
–
2
Mod
ifica
tions
and
impr
ovem
ents
/equ
ipm
ent
purc
hase
, as
deem
ed n
eces
sary
to
Y Pr
ocee
d →
–
less
en n
oise
dis
turb
ance
3
Retr
aini
ng o
f st
ore
staf
f in
unl
oadi
ng/lo
adin
g –
best
pra
ctic
e Y
Proc
eed →
–
4
Trai
ning
of
stor
e re
cept
ion
staf
f in
‘com
plai
nts’
pro
cedu
re
Y
Proc
eed →
–
5
Trai
ning
of
duty
man
ager
in ‘c
ompl
aint
s’ p
roce
dure
Y
Proc
eed →
–
6
Driv
er t
rain
ing
in p
roce
dure
s an
d co
mm
unic
atio
n Y
Proc
eed →
–
7
Revi
ew o
f fle
et s
peci
ficat
ions
ens
urin
g co
mpl
ianc
e w
ith p
ropo
sal r
equi
rem
ents
Y
Pr
ocee
d →
–
8
Esta
blis
h m
axim
um d
eliv
ery
dura
tion
– w
orst
cas
e sc
enar
io
Y Pr
ocee
d →
St
age
10
STA
GE
10 –
TR
IAL-
STU
DY
Pro
gre
ss p
ath
Ch
eck
Y/N
A
ctio
n
Mo
ve t
o
1
Noi
se a
nd li
ght
inde
pend
ent
cont
rolle
d m
onito
ring
of n
oise
and
ligh
t po
llutio
n Y
Proc
eed →
–
of n
oise
and
ligh
t po
llutio
n pr
ior
to a
nd d
urin
g tr
ial-s
tudy
2
Com
para
tive
mon
itorin
g of
:
•
dura
tion
of d
eliv
ery
(pre
tria
l to
tria
l) Y
Proc
eed →
–
•
traf
fic c
onge
stio
n (p
re t
rial t
o tr
ial)
Y Pr
ocee
d →
–
•
acce
ss a
nd s
afet
y co
nsid
erat
ions
Y
Proc
eed →
St
age
11
Cont
inue
d on
nex
t pa
ge
Delivery improvement toolkit 35
Delivering the goods: a toolkit for improving night-time deliveriesST
AG
E 11
– E
VA
LUA
TIO
N O
F TR
IAL-
STU
DY
Pro
gre
ss p
ath
Ch
eck
Y/N
A
ctio
n
Mo
ve t
o
1
Eval
uatio
n re
port
of
inde
pend
ent
nois
e an
d lig
ht m
onito
ring
agen
cy a
vaila
ble
in t
he p
ublic
dom
ain.
If r
epor
t be
nign
, com
bine
with
tria
l-stu
dy p
artn
ers
dem
onst
ratin
g re
cord
ed b
enefi
ts:
•
impr
oved
veh
icul
ar a
cces
s to
sto
re
Y Pr
ocee
d →
–
•
impr
oved
saf
ety
cons
ider
atio
ns a
t st
ore
Y
Proc
eed →
–
•
redu
ced
cong
estio
n at
sto
re a
nd s
urro
undi
ng r
oads
Y
Proc
eed →
–
•
less
ened
veh
icle
usa
ge –
few
er d
eliv
erie
s Y
Proc
eed →
–
•
mor
e ef
ficie
nt v
ehic
le o
pera
tion
with
com
men
sura
te r
educ
ed f
uel
cons
umpt
ion,
red
uced
em
issi
ons
•
com
mer
cial
ben
efits
incl
udin
g im
prov
ed p
rodu
ct a
vaila
bilit
y, in
crea
sed
sale
s, g
reat
er c
usto
mer
sat
isfa
ctio
n, le
ssen
ed f
ood
was
tage
, mor
e ef
ficie
nt
use
of s
taff
and
war
ehou
se s
pace
Y
Proc
eed →
St
age
12
STA
GE
12 –
PO
ST T
RIA
L ST
UD
Y
Pro
gre
ss p
ath
Ch
eck
Y/N
A
ctio
n
Mo
ve t
o
1
If cu
rfew
of
volu
ntar
y na
ture
, inf
orm
and
com
mun
icat
e, a
s
Y Pr
ocee
d →
–
appr
opria
te, t
he p
ropo
sal t
o m
ake
tria
l stu
dy d
eliv
erie
s a
perm
anen
t
fe
atur
e, b
y th
e m
etho
ds e
mpl
oyed
at
Stag
e 6
2
If cu
rfew
of
envi
ronm
enta
l hea
lth n
atur
e, p
erfo
rm s
tage
s as
Y
Proc
eed →
–
desc
ribed
at
3 be
low
3
Info
rm lo
cal a
utho
rity
of p
ropo
sal t
o m
ake
tria
l stu
dy d
eliv
erie
s a
perm
anen
t
feat
ure.
(It
is a
ssum
ed t
hat
prev
ious
ly c
ondu
cted
neg
otia
tions
with
LA
wou
ld
have
inco
rpor
ated
suc
h pr
opos
al t
o be
mad
e, s
ubje
ct t
o a
succ
essf
ul t
rial s
tudy
an
d po
sitiv
e lo
cal r
esid
entia
l fee
dbac
k.)
Y Pr
ocee
d →
–
4
Ass
umin
g pr
opos
al a
ccep
ted
irres
pect
ive
of c
urfe
w n
atur
e,
Y Pr
ocee
d →
–
impl
emen
t pe
rman
ent
deliv
ery
prop
osal
5
Reas
sure
loca
l aut
horit
y, lo
cal c
ounc
illor
, and
loca
l res
iden
ts o
f in
tent
ion
to
have
per
man
ent
stor
e co
ntac
t av
aila
ble
for
rece
ivin
g an
d ad
dres
sing
any
as
pect
of
resi
dent
ial c
once
rn w
ith r
egar
d to
del
iver
ies
Y Pr
ocee
d →
En
d
36 Delivery improvement toolkit
Delivering the goods: a toolkit for improving night-time deliveriesA
nn
ex D
: C
hec
klis
ts f
or
nig
ht-
tim
e d
eliv
ery
site
in
vest
igat
ion
rep
ort
s –
bla
nk
1.1
Sto
re l
evel
su
rvey
(t
o be
com
plet
ed b
y re
taile
r)
Cu
rren
t si
tuat
ion
Co
mm
ent
Cri
teri
a m
et
Stor
e na
me
and
addr
ess
Stor
e m
anag
er n
ame
and
cont
act
deta
ils, i
nclu
ding
oth
er r
elev
ant
cont
acts
Curf
ew t
ype
and
times
res
tric
ted
Del
iver
y tim
e
Del
iver
y fr
eque
ncy
– lo
rry
type
and
num
ber
Prov
ide
deta
ils o
n ad
ditio
nal d
eliv
ery
lorr
ies
for
brea
d, m
ilk, c
igar
ette
s,
new
spap
ers,
etc
Dis
tanc
e in
km
s tr
avel
led
per
lorr
y
Fuel
use
in li
tres
Lorr
y ro
ute
from
RD
C to
sto
re
Prov
ide
com
men
ts d
etai
ling
curr
ent
prob
lem
s an
d is
sues
and
how
the
y m
ay, i
f re
quire
d, b
e re
solv
ed (m
ax 1
50 w
ords
)
Evid
ence
in t
he f
orm
of
phot
o’s
deta
iling
cur
rent
con
cern
s
Co
mm
erci
al o
pti
mu
m –
pre
ferr
ed d
eliv
ery
situ
atio
n
Co
mm
ent
Cri
teri
a m
et
Del
iver
y tim
e
Del
iver
y fr
eque
ncy
– lo
rry
type
and
num
ber
Will
the
num
ber
of lo
rrie
s de
liver
ing
to t
he s
tore
dec
reas
e?
Is t
here
an
oppo
rtun
ity f
or m
erge
d lo
ads?
Will
lorr
y re
use
occu
r?
Redu
ctio
n in
km
s tr
avel
led
Fuel
sav
ings
in li
tres
/em
issi
on s
avin
gs
Lorr
y ro
ute
from
RD
C to
sto
re (i
f di
ffer
ent
to a
bove
)
Prov
ide
supp
ortin
g co
mm
ents
on
how
cha
ngin
g th
e de
liver
y si
tuat
ion
to
the
com
mer
cial
opt
imum
will
impr
ove
loca
l con
ditio
ns (m
ax 1
50 w
ords
)
Delivery improvement toolkit 37
Delivering the goods: a toolkit for improving night-time deliveries1.2
Ph
ysic
al l
evel
su
rvey
(to
be c
ompl
eted
by
reta
iler)
Lorr
y ac
cess
Co
mm
ent
Cri
teri
a m
et
Prov
ide
a br
ief
desc
riptio
n of
the
gen
eral
are
a
Loca
l acc
ess
road
typ
e an
d di
men
sion
s
Loca
l acc
ess
road
con
ditio
n. Id
entif
y al
so p
ossi
ble
nois
e so
urce
s –
kerb
s,
drai
ns e
tc
Doe
s th
e lo
cal a
cces
s ro
ad r
equi
re r
epai
rs t
o re
duce
noi
se?
Det
ail t
he im
med
iate
del
iver
y ba
y ac
cess
Com
men
t on
per
ceiv
ed c
hang
es t
o th
e lo
cal a
cces
s ro
ad o
r de
liver
y ba
y ac
cess
roa
d th
at c
ould
impr
ove
cond
ition
s (if
any
)
Prov
ide
a pl
an d
etai
ling
the
lorr
y pa
th, r
esid
entia
l loc
atio
ns a
nd t
he
deliv
ery
area
Phot
os s
how
ing
the
lorr
y pa
th a
nd r
oad
cond
ition
incl
udin
g th
e de
liver
y ba
y ac
cess
Lorr
y n
ois
e an
d li
gh
tC
om
men
tC
rite
ria
met
Com
plia
nce
with
DfT
bes
t pr
actic
e (c
ontr
ol o
f bo
dy n
oise
fro
m c
omm
erci
al
vehi
cles
)
Iden
tify
lorr
y an
d tr
aile
r ty
pe a
nd m
odel
Iden
tify
all l
orry
noi
se s
ourc
es a
nd h
ow t
hey
can
be r
educ
ed
Iden
tify
all l
orry
ligh
t so
urce
s an
d ho
w t
hey
can
be r
educ
ed
Un
load
ing
are
aC
om
men
tC
rite
ria
met
Type
of
deliv
ery
bay
and
cond
ition
Num
ber
of a
nd p
roxi
mity
of
resi
dent
s (a
nd o
ther
sen
sitiv
e es
tabl
ishm
ents
) to
the
unl
oadi
ng a
rea/
deliv
ery
bay.
Pro
vide
rel
evan
t ad
dres
ses
Met
hod
of u
nloa
ding
and
equ
ipm
ent
used
Iden
tify
all n
oise
s as
soci
ated
with
the
unl
oadi
ng o
f th
e lo
rry
Plan
dra
win
g of
the
del
iver
y ba
y ar
ea
Phot
os o
f th
e de
liver
y ba
y/un
load
ing
area
Sto
re r
elat
ion
ship
wit
h lo
cal r
esid
ents
C
om
men
tC
rite
ria
met
Park
ing
avai
labi
lity
38 Delivery improvement toolkit
Delivering the goods: a toolkit for improving night-time deliveries
Cont
inue
d on
nex
t pa
ge
Curr
ent
traf
fic c
ondi
tions
and
con
gest
ion
issu
es
Hea
lth a
nd s
afet
y co
ncer
ns
Iden
tify
any
prev
ious
res
iden
tial c
onta
ct a
nd/o
r co
mpl
aint
s
1.3
Am
elio
rati
ve m
easu
res
(to
be c
ompl
eted
by
reta
iler)
Lorr
y an
d t
raile
rC
om
men
tC
rite
ria
met
Lorr
y di
esel
pow
ered
Trai
ler
to b
e eq
uipp
ed w
ith d
isc
brak
es a
nd r
oad
frie
ndly
sus
pens
ion
Ensu
re t
raile
r sh
utte
r is
mod
ern
and
wel
l mai
ntai
ned
Ensu
re r
ever
sing
ala
rm is
sw
itche
d of
f
Ensu
re c
ab r
adio
and
ref
riger
atio
n un
it ar
e sw
itche
d of
f w
hen
lorr
y is
be
ing
unlo
aded
Ensu
re h
igh
beam
s an
d he
adlig
hts
are
not
used
. Sid
elig
hts
are
to b
e us
ed
as s
oon
as s
afel
y po
ssib
le a
nd s
witc
hed
off
whe
n no
t in
use
Intr
oduc
tion
of r
ev li
mite
rs
Iden
tify
any
othe
r m
easu
res
to r
educ
e lo
rry
and
trai
ler
nois
e an
d lig
ht
Del
iver
y b
ay/a
rea
Co
mm
ent
Cri
teri
a m
et
Ensu
re r
olle
r sh
utte
rs a
re m
oder
n an
d w
ell m
aint
aine
d
Inst
all e
lect
roni
c do
ors
or e
nclo
se m
etal
cha
in in
rubb
er s
heat
h
Inst
all r
ubbe
r m
atte
d flo
or w
here
app
ropr
iate
Ensu
re r
ubbe
r bu
ffer
s/pa
ddin
g ar
e in
stal
led
to s
ciss
or li
fts
whe
re
appr
opria
te
Repa
ir da
mag
ed a
nd u
neve
n as
phal
t/con
cret
e de
liver
y ba
y flo
or
Ensu
re m
oder
n, w
ell m
aint
aine
d pa
llet
jack
s an
d ot
her
equi
pmen
t is
use
d.
Rubb
er w
heel
s ar
e in
trod
uced
whe
re a
ppro
pria
te
Inst
alla
tion
of s
ound
dea
deni
ng c
anop
ies,
scr
eens
or
wal
ls
Tens
ion
roll
cage
s w
here
app
ropr
iate
to
stop
loos
e m
etal
par
ts
Iden
tify
any
othe
r mea
sure
s to
redu
ce d
eliv
ery
bay
noise
and
ligh
t
Is s
cree
ning
app
ropr
iate
for
red
ucin
g lig
ht g
lare
?
Shou
ld la
mp
pole
hei
ghts
be
adju
sted
to
min
imis
e lig
ht g
lare
?
Delivery improvement toolkit 39
Delivering the goods: a toolkit for improving night-time deliveriesIs
the
fitt
ing
of la
mp
hood
s to
red
uce
light
gla
re/lo
ss a
ppro
pria
te?
Are
ligh
ts a
ngle
d to
ens
ure
that
ligh
ting
is w
here
it is
nee
ded?
Is t
he s
uper
mar
ket
adja
cent
to
natu
re r
eser
ve?
If so
, the
pot
entia
l im
pact
s of
nig
ht-t
ime
nois
e an
d lig
ht o
n bi
odiv
ersi
ty a
re t
o be
con
side
red
and
miti
gatio
n m
easu
res
deve
lope
d
1.4
Tra
inin
g g
uid
elin
es (t
o be
com
plet
ed b
y re
taile
r)
Dri
ver
trai
nin
gC
om
men
tC
rite
ria
met
Ensu
re t
he d
river
is a
war
e of
the
impo
rtan
ce o
f qu
iet
driv
ing
Fam
iliar
ise
driv
er w
ith a
cces
s pa
th a
nd d
eliv
ery
bay/
area
Driv
er t
o be
tra
ined
in a
ppro
pria
te a
ccel
erat
ion,
bra
king
and
man
oeuv
ring
with
in t
he a
cces
s ro
ad a
nd d
eliv
ery
bay
Reve
rsin
g al
arm
and
rad
io t
o be
sw
itche
d of
f
App
ropr
iate
ope
ning
/clo
sing
of
cabi
n do
ors
and
trai
ler
shut
ter
Sens
itive
use
of
head
light
s
Sto
re s
taff
tra
inin
g –
un
load
ing
pro
ced
ure
sC
om
men
tC
rite
ria
met
Ensu
re s
tore
sta
ff a
re a
war
e of
the
impo
rtan
ce o
f qu
iet
wor
king
te
chni
ques
. Nig
ht-c
rew
sup
ervi
sor
resp
onsi
bilit
ies
Iden
tify
each
act
ivity
req
uire
d to
unl
oad
and
relo
ad (i
f ne
cess
ary)
Iden
tify
diff
eren
t ty
pes
of d
eliv
erie
s an
d di
ffer
ence
s
Proc
edur
es f
or d
iscr
eet
ackn
owle
dgm
ent
of t
he d
eliv
ery
vehi
cle’
s ar
rival
Proc
edur
e fo
r un
load
ing
the
lorr
y an
d re
load
ing
the
lorr
y (if
nec
essa
ry)
App
rais
al o
f st
ore
unlo
adin
g eq
uipm
ent
incl
udin
g pu
mp
truc
ks, p
alle
t ja
cks,
etc
to
ensu
re t
hey
are
wel
l mai
ntai
ned
and
effic
ient
Proc
edur
e fo
r ha
ndlin
g no
n-re
tail
deliv
erie
s –
brea
d, n
ewsp
aper
s,
ciga
rett
es e
tc
Iden
tify
deliv
ery
bay
requ
irem
ents
– t
o in
clud
e al
loca
ting
area
s fo
r pa
llets
, co
ntai
ners
, pap
er b
ails
etc
Reco
very
pro
cedu
res
for
acci
dent
al a
nd e
xces
sive
noi
se, l
ight
and
en
viro
nmen
tal p
ollu
tion
Proc
edur
e fo
r w
aste
dis
posa
l and
pic
k up
and
rem
oval
40 Delivery improvement toolkit
Delivering the goods: a toolkit for improving night-time deliveries1
.5 P
roto
col
(to
be c
ompl
eted
by
reta
iler)
Pro
toco
l fo
r h
and
ling
sto
re c
om
pla
ints
Co
mm
ent
Cri
teri
a m
et
Iden
tify
staf
f m
embe
rs t
o ha
ndle
sto
re c
ompl
aint
s
Staf
f tr
aine
d to
pro
cess
pho
ne, l
ette
r, fa
ce t
o fa
ce a
nd r
esid
entia
l co
mpl
aint
s be
the
y di
rect
or
pass
ed o
n fr
om t
he b
orou
gh
Proc
edur
es t
o fo
llow
up
com
plai
nt a
nd r
emed
ial a
ctio
n as
app
ropr
iate
Basi
c m
onito
ring
proc
edur
e to
fol
low
up
resi
dent
/s (a
nd/o
r bo
roug
h)
conc
erns
aft
er r
emed
ial a
ctio
n ha
s be
en u
nder
take
n. T
his
to d
eter
min
e ef
fect
iven
ess
and
mai
ntai
n an
exp
ecte
d le
vel o
f am
enity
Dev
elop
men
t of
com
plai
nt s
peci
fic a
udit
trai
ls
Delivery improvement toolkit 41
Delivering the goods: a toolkit for improving night-time deliveriesA
nn
ex E
: C
hec
klis
ts f
or
nig
ht-
tim
e d
eliv
ery
site
in
vest
igat
ion
rep
ort
s –
com
ple
ted
1.1
Sto
re l
evel
su
rvey
(t
o be
com
plet
ed b
y re
taile
r)
Cu
rren
t si
tuat
ion
Co
mm
ent
Cri
teri
a m
et
Stor
e na
me
and
addr
ess
Tind
ill S
uper
mar
kets
, 127
-134
, Hig
h St
, Any
tow
n, A
nyco
unty
LV
18 2
JW
Stor
e m
anag
er n
ame
and
cont
act
deta
ils, i
nclu
ding
oth
er r
elev
ant
cont
acts
Stor
e M
anag
er –
Mik
e Th
omas
0188
8-23
2323
D
uty
Man
ager
– J
o Fr
anki
sh
}
Curf
ew t
ype
and
times
res
tric
ted
Volu
ntar
y cu
rfew
– 2
2:00
– 0
7:00
Del
iver
y tim
e07
:00
– 07
:30
Del
iver
y fr
eque
ncy
– lo
rry
type
and
num
ber
One
– (p
ossi
bly
two
if ba
lanc
e ou
tsta
ndin
g)
Prov
ide
deta
ils o
n ad
ditio
nal d
eliv
ery
lorr
ies
for
brea
d, m
ilk, c
igar
ette
s,
new
spap
ers,
etc
Brea
d, m
ilk, a
nd n
ewsp
aper
s ar
e no
n Ti
ndill
del
iver
ies
Ciga
rett
es a
re T
indi
ll de
liver
ed w
ith a
mbi
ent
prod
ucts
Dis
tanc
e in
km
s tr
avel
led
per
lorr
y56
km
s –
Lesi
ngto
wn
RDC
to s
tore
. 112
km
s ov
eral
l trip
Fuel
use
in li
tres
Die
sel –
32.
94 li
tres
ove
rall
trip
Lorr
y ro
ute
from
RD
C to
sto
reRo
ute
deta
ils –
see
site
sur
vey/
inve
stig
atio
n re
port
Prov
ide
com
men
ts d
etai
ling
curr
ent
prob
lem
s an
d is
sues
and
how
the
y m
ay, i
f re
quire
d, b
e re
solv
ed (m
ax 1
50 w
ords
)Re
sum
e dr
afte
d –
see
site
sur
vey/
inve
stig
atio
n re
port
Evid
ence
in t
he f
orm
of
phot
o’s
deta
iling
cur
rent
con
cern
sRe
leva
nt a
ccom
pany
ing
phot
ogra
phs.
– s
ee s
ite s
urve
y/in
vest
igat
ion
repo
rt
Co
mm
erci
al o
pti
mu
m –
pre
ferr
ed d
eliv
ery
situ
atio
n
Co
mm
ent
Cri
teri
a m
et
Del
iver
y tim
e05
:00
– 06
:00
Del
iver
y fr
eque
ncy
– lo
rry
type
and
num
ber
One
del
iver
y on
ly. D
iese
l pow
ered
art
icul
ated
lgv
Will
the
num
ber
of lo
rrie
s de
liver
ing
to t
he s
tore
dec
reas
e?Ye
s
Is t
here
an
oppo
rtun
ity f
or m
erge
d lo
ads?
Yes
Will
lorr
y re
use
occu
r?Ye
s –
but
nigh
t-tim
e de
liver
y pr
eclu
des
the
use
of m
ore
than
one
lorr
y de
liver
ing
to t
he s
ame
loca
tion
at p
eak
perio
d tr
avel
ling
times
Redu
ctio
n in
km
s tr
avel
led
Non
e
Fuel
sav
ings
in li
tres
/em
issi
on s
avin
gsTo
be
mea
sure
d w
hen
tria
l stu
dy u
nder
way
. Qua
ntifi
able
sav
ings
in f
uel
cost
s (2
5%) a
nd r
educ
tion
in f
uel t
ype/
noxi
ous
emis
sion
s
Lorr
y ro
ute
from
RD
C to
sto
re (i
f di
ffer
ent
to a
bove
)Ro
ute
for
prop
osed
del
iver
y tim
es r
emai
ns a
s at
pre
sent
Prov
ide
supp
ortin
g co
mm
ents
on
how
cha
ngin
g th
e de
liver
y si
tuat
ion
to
the
com
mer
cial
opt
imum
will
impr
ove
loca
l con
ditio
ns (m
ax 1
50 w
ords
)Q
ualif
ying
sub
mis
sion
dra
fted
– s
ee s
ite s
urve
y/in
vest
igat
ion
repo
rt
42 Delivery improvement toolkit
Delivering the goods: a toolkit for improving night-time deliveries
Cont
inue
d on
nex
t pa
ge
1.2
Ph
ysic
al l
evel
su
rvey
(to
be c
ompl
eted
by
reta
iler)
Lorr
y ac
cess
Co
mm
ent
Cri
teri
a m
et
Prov
ide
a br
ief
desc
riptio
n of
the
gen
eral
are
aM
ainl
y co
mm
erci
al in
asp
ect
with
som
e re
side
ntia
l pro
pert
y
Loca
l acc
ess
road
typ
e an
d di
men
sion
sCo
mm
unal
car
par
k w
ith a
cces
s ro
ad –
10
met
res
wid
th –
lead
ing
to
deliv
ery
bay
Loca
l acc
ess
road
con
ditio
n. Id
entif
y al
so p
ossi
ble
nois
e so
urce
s –
kerb
s,
drai
ns e
tcA
cces
s ro
ad t
o ca
r pa
rk a
nd c
ar p
ark
road
sur
face
– g
ood
cond
ition
. Re
cent
ren
ovat
ion.
No
nois
e so
urce
s
Doe
s th
e lo
cal a
cces
s ro
ad r
equi
re r
epai
rs t
o re
duce
noi
se?
No
rem
edia
l wor
k co
nsid
ered
nec
essa
ry. (
Boro
ughs
mon
iter
and
repa
ir as
re
quire
d)
Det
ail t
he im
med
iate
del
iver
y ba
y ac
cess
Acc
ess
road
to
com
mun
al c
ar p
ark
and
deliv
ery
bay
Com
men
t on
per
ceiv
ed c
hang
es t
o th
e lo
cal a
cces
s ro
ad o
r de
liver
y ba
y ac
cess
roa
d th
at c
ould
impr
ove
cond
ition
s (if
any
)A
cces
s de
emed
acc
epta
ble.
How
ever
pre
sent
del
iver
y tim
es n
eces
sitat
e m
anoe
uvrin
g w
hilst
car
par
k in
use
. Pro
pose
d de
liver
y tim
es re
mov
e th
is da
nger
ous
heal
th a
nd s
afet
y el
emen
t
Prov
ide
a pl
an d
etai
ling
the
lorr
y pa
th, r
esid
entia
l loc
atio
ns a
nd t
he
deliv
ery
area
Plan
det
ailin
g ve
hicl
e pa
th, l
ocal
acc
ess
road
, car
par
k, d
eliv
ery
bay
and
resid
entia
l loc
atio
ns –
see
site
sur
vey/
inve
stig
atio
n re
port
Phot
os s
how
ing
the
lorr
y pa
th a
nd r
oad
cond
ition
incl
udin
g th
e de
liver
y ba
y ac
cess
Phot
ogra
phs
of a
fore
men
tione
d –
see
site
sur
vey/
inve
stig
atio
n re
port
Lorr
y n
ois
e an
d li
gh
tC
om
men
tC
rite
ria
met
Com
plia
nce
with
DfT
bes
t pr
actic
e (c
ontr
ol o
f bo
dy n
oise
fro
m c
omm
erci
al
vehi
cles
)Co
mpl
ianc
e to
DET
R Co
ntro
l of
Body
Noi
se f
rom
Com
mer
cial
Veh
icle
s –
Best
Pra
ctic
e m
aint
aine
d w
ith D
river
Tra
inin
g
Iden
tify
lorr
y an
d tr
aile
r ty
pe a
nd m
odel
Die
sel p
ower
ed S
cani
a 11
4L t
ract
or u
nit
with
acc
ompa
nyin
g di
sc b
rake
d ta
ndem
axl
e 40
’ tra
iler
equi
pped
with
RFS
Iden
tify
all l
orry
noi
se s
ourc
es a
nd h
ow t
hey
can
be r
educ
edRe
leva
nt n
oise
sou
rces
and
cou
nter
mea
sure
s –
see
site
sur
vey/
inve
stig
atio
n re
port
Iden
tify
all l
orry
ligh
t so
urce
s an
d ho
w t
hey
can
be r
educ
edRe
leva
nt li
ght
sour
ces
and
coun
ter
mea
sure
s –
see
site
sur
vey/
inve
stig
atio
n re
port
Un
load
ing
are
aC
om
men
tC
rite
ria
met
Type
of
deliv
ery
bay
and
cond
ition
Tunn
el b
ay. 9
’ wal
l on
east
ern
face
Num
ber
of a
nd p
roxi
mity
of
resi
dent
s (a
nd o
ther
sen
sitiv
e es
tabl
ishm
ents
) to
the
unl
oadi
ng a
rea/
deliv
ery
bay.
Pro
vide
rel
evan
t ad
dres
ses
App
rox
10 fl
ats
– 70
mtr
s Ea
st –
14
hous
es –
55
mtr
s W
est
– 10
hou
ses
100
mtr
s N
orth
– 1
0 ho
uses
– 2
00 m
trs
Sout
h Ea
st –
see
site
sur
vey/
inve
stig
atio
n re
port
Met
hod
of u
nloa
ding
and
equ
ipm
ent
used
Scis
sor
lift
– ad
ditio
nal p
ump
truc
k us
e
Iden
tify
all n
oise
s as
soci
ated
with
the
unl
oadi
ng o
f th
e lo
rry
Rele
vant
noi
se s
ourc
es id
entifi
ed –
see
site
sur
vey/
inve
stig
atio
n re
port
Delivery improvement toolkit 43
Delivering the goods: a toolkit for improving night-time deliveriesPl
an d
raw
ing
of t
he d
eliv
ery
bay
area
Plan
dra
fted
– s
ee s
ite s
urve
y/in
vest
igat
ion
repo
rt
Phot
os o
f th
e de
liver
y ba
y/un
load
ing
area
Phot
ogra
phs
of a
fore
men
tione
d –
see
site
sur
vey/
inve
stig
atio
n
Sto
re r
elat
ion
ship
wit
h lo
cal r
esid
ents
C
om
men
tC
rite
ria
met
Park
ing
avai
labi
lity
At
pres
ent
deliv
ery
times
– in
car
par
k. P
ropo
sed
deliv
ery
times
– n
o pa
rkin
g ne
cess
ary
Curr
ent
traf
fic c
ondi
tions
and
con
gest
ion
issu
esA
t pr
esen
t de
liver
y tim
es, h
eavy
tra
ffic
and
cong
estio
n. A
t pr
opos
ed
deliv
ery
times
, lig
ht t
raffi
c co
nditi
ons
and
no c
onge
stio
n
Hea
lth a
nd s
afet
y co
ncer
nsA
t pr
esen
t de
liver
y tim
es –
the
pre
senc
e of
tra
ffic
and
pede
stria
ns. A
t pr
opos
ed d
eliv
ery
times
– a
n ab
senc
e of
tra
ffic
and
pede
stria
ns
Iden
tify
any
prev
ious
res
iden
tial c
onta
ct a
nd/o
r co
mpl
aint
sTo
be
inve
stig
ated
– s
ee s
ite s
urve
y/in
vest
igat
ion
repo
rt
1.3
Am
elio
rati
ve m
easu
res
(to
be c
ompl
eted
by
reta
iler)
Lorr
y an
d t
raile
rC
om
men
tC
rite
ria
met
Lorr
y di
esel
pow
ered
Yes
Trai
ler
to b
e eq
uipp
ed w
ith d
isc
brak
es a
nd r
oad
frie
ndly
sus
pens
ion
Yes
Ensu
re t
raile
r sh
utte
r is
mod
ern
and
wel
l mai
ntai
ned
Yes
– al
l tra
ilers
are
sub
ject
to
man
dato
ry s
ervi
cing
eve
ry s
ix w
eeks
Ensu
re r
ever
sing
ala
rm is
sw
itche
d of
fYe
s. D
etai
ls in
driv
er t
rain
ing
docu
men
tatio
n
Ensu
re c
ab r
adio
and
ref
riger
atio
n un
it ar
e sw
itche
d of
f w
hen
lorr
y is
be
ing
unlo
aded
Yes.
Det
ails
in d
river
tra
inin
g do
cum
enta
tion
Ensu
re h
igh
beam
s an
d he
adlig
hts
are
not
used
. Sid
elig
hts
are
to b
e us
ed
as s
oon
as s
afel
y po
ssib
le a
nd s
witc
hed
off
whe
n no
t in
use
Yes.
Det
ails
in d
river
tra
inin
g do
cum
enta
tion
Intr
oduc
tion
of r
ev li
mite
rsTr
acto
r un
its h
ave
audi
ble
alar
ms
indi
catin
g ov
er r
evvi
ng
Iden
tify
any
othe
r m
easu
res
to r
educ
e lo
rry
and
trai
ler
nois
e an
d lig
htBe
st p
ract
ice
– dr
iver
tra
inin
g
Del
iver
y b
ay/a
rea
Co
mm
ent
Cri
teri
a m
et
Ensu
re r
olle
r sh
utte
rs a
re m
oder
n an
d w
ell m
aint
aine
dEl
ectr
onic
ally
ope
rate
d sh
utte
r su
bjec
t to
mai
nten
ance
ser
vice
Inst
all e
lect
roni
c do
ors
or e
nclo
se m
etal
cha
in in
rubb
er s
heat
hYe
s –
as a
pplic
able
Inst
all r
ubbe
r m
atte
d flo
or w
here
app
ropr
iate
Lift
floo
r ar
ea c
ompr
isin
g of
syn
thet
ic c
over
ing
Ensu
re r
ubbe
r bu
ffer
s/pa
ddin
g ar
e in
stal
led
to s
ciss
or li
fts
whe
re
appr
opria
tePa
ddin
g ap
plie
d w
here
app
ropr
iate
Repa
ir da
mag
ed a
nd u
neve
n as
phal
t/con
cret
e de
liver
y ba
y flo
or
War
ehou
se in
tern
al fl
oor
soun
d an
d up
to
stan
dard
Ensu
re m
oder
n, w
ell m
aint
aine
d pa
llet
jack
s an
d ot
her
equi
pmen
t is
use
d.
Rubb
er w
heel
s ar
e in
trod
uced
whe
re a
ppro
pria
tePa
llet
jack
s –
neop
rene
whe
el e
quip
ped,
and
sub
ject
to
man
ufac
ture
r’s
mai
nten
ance
con
trac
t
Inst
alla
tion
of s
ound
dea
deni
ng c
anop
ies,
scr
eens
or
wal
lsW
alle
d ea
ster
n fa
ce –
ext
endi
ng c
anop
y -2
yrs
old
– in
exi
sten
ce
44 Delivery improvement toolkit
Delivering the goods: a toolkit for improving night-time deliveries
Cont
inue
d on
nex
t pa
ge
Tens
ion
roll
cage
s w
here
app
ropr
iate
to
stop
loos
e m
etal
par
tsN
ot a
pplic
able
– p
alle
tised
del
iver
y on
ly
Iden
tify
any
othe
r mea
sure
s to
redu
ce d
eliv
ery
bay
noise
and
ligh
tBe
st p
ract
ice
– st
ore
and
driv
er t
rain
ing
– Ex
tern
al b
ay a
rea
Is s
cree
ning
app
ropr
iate
for
red
ucin
g lig
ht g
lare
?N
ot a
pplic
able
– e
xist
ing
scre
en c
onta
ins
light
gla
re w
ithin
Shou
ld la
mp
pole
hei
ghts
be
adju
sted
to
min
imis
e lig
ht g
lare
?N
ot a
pplic
able
– n
o po
led
light
s in
situ
Is t
he fi
ttin
g of
lam
p ho
ods
to r
educ
e lig
ht g
lare
/loss
app
ropr
iate
?N
ot a
pplic
able
– in
tern
al b
ay li
ghtin
g –
hood
(s) fi
tted
if a
ppro
pria
te
Are
ligh
ts a
ngle
d to
ens
ure
that
ligh
ting
is w
here
it is
nee
ded?
Yes
– on
inte
rnal
bay
ligh
ting
Is t
he s
uper
mar
ket
adja
cent
to
natu
re r
eser
ve?
If so
, the
pot
entia
l im
pact
s of
nig
ht-t
ime
nois
e an
d lig
ht o
n bi
odiv
ersi
ty a
re t
o be
con
side
red
and
miti
gatio
n m
easu
res
deve
lope
d
Not
app
licab
le
1.4
Tra
inin
g g
uid
elin
es (t
o be
com
plet
ed b
y re
taile
r)
Dri
ver
trai
nin
gC
om
men
tC
rite
ria
met
Ensu
re t
he d
river
is a
war
e of
the
impo
rtan
ce o
f qu
iet
driv
ing
Exis
ting
in-h
ouse
driv
er t
rain
ing
and
driv
er’s
man
ual
Fam
iliar
ise
driv
er w
ith a
cces
s pa
th a
nd d
eliv
ery
bay/
area
Driv
ers’
aw
are
Driv
er t
o be
tra
ined
in a
ppro
pria
te a
ccel
erat
ion,
bra
king
and
man
oeuv
ring
with
in t
he a
cces
s ro
ad a
nd d
eliv
ery
bay
Exis
ting
in-h
ouse
driv
er t
rain
ing
and
driv
er’s
man
ual
Reve
rsin
g al
arm
and
rad
io t
o be
sw
itche
d of
fD
river
s’ a
war
e –
driv
er’s
man
ual
App
ropr
iate
ope
ning
/clo
sing
of
cabi
n do
ors
and
trai
ler
shut
ter
Driv
ers’
aw
are
– dr
iver
’s m
anua
l
Sens
itive
use
of
head
light
sD
river
s’ a
war
e –
driv
er’s
man
ual
Sto
re s
taff
tra
inin
g –
un
load
ing
pro
ced
ure
sC
om
men
tC
rite
ria
met
Ensu
re s
tore
sta
ff a
re a
war
e of
the
impo
rtan
ce o
f qu
iet
wor
king
te
chni
ques
. Nig
ht-c
rew
sup
ervi
sor
resp
onsi
bilit
ies
Stor
e st
aff
unlo
adin
g –
nigh
t cr
ew –
man
ual.
Nig
ht-c
rew
sup
ervi
sor
resp
onsi
ble
for
all a
spec
ts o
f ni
ght-
time
best
pra
ctic
e de
liver
y an
d tr
aine
d ac
cord
ingl
y
Iden
tify
each
act
ivity
req
uire
d to
unl
oad
and
relo
ad (i
f ne
cess
ary)
Stor
e st
aff
unlo
adin
g –
nigh
t cr
ew –
aw
are
Iden
tify
diff
eren
t ty
pes
of d
eliv
erie
s an
d di
ffer
ence
sSt
ore
staf
f un
load
ing
– ni
ght
crew
– a
war
e
Proc
edur
es f
or d
iscr
eet
ackn
owle
dgm
ent
of t
he d
eliv
ery
vehi
cle’
s ar
rival
Nig
ht c
rew
man
ual
Proc
edur
e fo
r un
load
ing
the
lorr
y an
d re
load
ing
the
lorr
y (if
nec
essa
ry)
Nig
ht c
rew
man
ual
App
rais
al o
f st
ore
unlo
adin
g eq
uipm
ent
incl
udin
g pu
mp
truc
ks, p
alle
t ja
cks,
etc
to
ensu
re t
hey
are
wel
l mai
ntai
ned
and
effic
ient
Mon
itore
d by
war
ehou
se s
taff
– d
efec
ts r
epor
ted
to m
anag
emen
t.
Unl
oadi
ng e
quip
men
t su
bjec
t to
mai
nten
ance
con
trac
t
Proc
edur
e fo
r ha
ndlin
g no
n-re
tail
deliv
erie
s –
brea
d, n
ewsp
aper
s,
ciga
rett
es e
tcEx
istin
g pr
oced
ures
in p
lace
. The
se d
eliv
erie
s no
t su
bjec
t to
nig
ht-t
ime
deliv
ery
Delivery improvement toolkit 45
Delivering the goods: a toolkit for improving night-time deliveriesId
entif
y de
liver
y ba
y re
quire
men
ts –
to
incl
ude
allo
catin
g ar
eas
for
palle
ts,
cont
aine
rs, p
aper
bai
ls e
tcW
areh
ouse
allo
catio
n ar
eas
alre
ady
defin
ed w
ithin
sto
re p
roce
dure
s
Reco
very
pro
cedu
res
for
acci
dent
al a
nd e
xces
sive
noi
se, l
ight
and
en
viro
nmen
tal p
ollu
tion
Supe
rvis
or m
onito
ring
to e
nsur
e be
st p
ract
ice
– ap
prop
riate
rem
edia
l ac
tion
to c
ount
erac
t ac
cide
ntal
exc
esse
s
Proc
edur
e fo
r w
aste
dis
posa
l and
pic
k up
and
rem
oval
Exis
ting
proc
edur
es in
pla
ce. D
ay-t
ime
activ
ity o
nly
1.5
Pro
toco
l (t
o be
com
plet
ed b
y re
taile
r)
Pro
toco
l fo
r h
and
ling
sto
re c
om
pla
ints
Co
mm
ent
Cri
teri
a m
et
Iden
tify
staf
f m
embe
rs t
o ha
ndle
sto
re c
ompl
aint
sM
anag
emen
t an
d re
cept
ion
staf
f aw
are
– m
anag
emen
t an
d re
cept
ion
staf
f m
anua
ls
Staf
f tr
aine
d to
pro
cess
pho
ne, l
ette
r, fa
ce t
o fa
ce a
nd r
esid
entia
l co
mpl
aint
s be
the
y di
rect
or
pass
ed o
n fr
om t
he b
orou
ghM
anag
emen
t an
d re
cept
ion
staf
f aw
are
– m
anag
emen
t an
d re
cept
ion
staf
f m
anua
ls
Proc
edur
es t
o fo
llow
up
com
plai
nt a
nd r
emed
ial a
ctio
n as
app
ropr
iate
Man
agem
ent
and
rece
ptio
n st
aff
awar
e –
man
agem
ent
and
rece
ptio
n st
aff
man
uals
. In-
hous
e an
d ex
tern
al r
efer
ral a
s re
quire
d
Basi
c m
onito
ring
proc
edur
e to
fol
low
up
resi
dent
/s (a
nd/o
r bo
roug
h)
conc
erns
aft
er r
emed
ial a
ctio
n ha
s be
en u
nder
take
n. T
his
to d
eter
min
e ef
fect
iven
ess
and
mai
ntai
n an
exp
ecte
d le
vel o
f am
enity
Proc
edur
e im
plem
ente
d at
sto
re le
vel
Dev
elop
men
t of
com
plai
nt s
peci
fic a
udit
trai
lsPr
oced
ural
mea
sure
s im
plem
ente
d. R
ecor
ded
at s
tore
leve
l and
ext
erna
lly
46 Delivery improvement toolkit
Delivering the goods: a toolkit for improving night-time deliveriesA
nn
ex F
: N
igh
t-ti
me
del
iver
y –
par
tner
s’ t
asks
– o
utp
ut
– re
spo
nsi
bil
itie
s –
bla
nk
Task
an
d s
tag
eO
utp
ut
and
res
po
nsi
bili
tyC
rite
ria/
com
men
tR
etai
ler
Pro
ject
par
tner
Stag
e 1
– st
ore
sel
ecti
on
Iden
tify
stor
e fo
r in
clus
ion
Det
erm
ine
envi
ronm
enta
l ben
efits
Det
erm
ine
com
mer
cial
ben
efits
Esta
blis
h re
stric
tion
times
and
typ
e
Stag
e 2
– St
ore
inve
stig
atio
n a
nd
mo
nit
ori
ng
Det
erm
ine
resi
dent
ial i
ssue
s an
d w
heth
er
they
can
be
over
com
e
Det
erm
ine
curr
ent
deliv
ery
situ
atio
n
Curf
ew is
sues
Det
erm
ine
optim
um d
eliv
ery
time
and
freq
uenc
y
Det
erm
ine
any
loca
l iss
ues
Stor
e co
ntac
t de
tails
Site
su
rvey
an
d m
on
ito
rin
g
Lorr
y ac
cess
– s
tree
t in
fras
truc
ture
Lorr
y di
stur
banc
e –
nois
e
Lorr
y di
stur
banc
e –
light
Unl
oadi
ng a
rea
infr
astr
uctu
re
Met
hod
of s
ervi
cing
and
ser
vici
ng n
oise
Dis
tanc
e be
twee
n tr
aile
r an
d w
areh
ouse
Gen
erat
ed u
nloa
ding
noi
se
Dis
tanc
e an
d lo
catio
n of
res
iden
tial a
nd
othe
r se
nsiti
ve e
stab
lishm
ents
Qua
ntify
ing
nois
e an
d lig
ht
Mon
itorin
g su
mm
ary
Iden
tify
an a
fter
mon
itorin
g re
gim
e
Delivery improvement toolkit 47
Delivering the goods: a toolkit for improving night-time deliveriesA
nn
ex G
: N
igh
t-ti
me
del
iver
y –
par
tner
s’ t
asks
– o
utp
ut
– re
spo
nsi
bil
itie
s –
com
ple
ted
Task
an
d s
tag
eO
utp
ut
and
res
po
nsi
bili
tyC
rite
ria/
com
men
tR
etai
ler
Pro
ject
par
tner
Stag
e 1
– st
ore
sel
ecti
on
Iden
tify
stor
e fo
r in
clus
ion
List
of
stor
es t
o be
incl
uded
in a
nig
ht
time
deliv
ery
tria
lD
eter
min
e vi
abili
ty f
or u
nres
tric
ted
deliv
ery
tria
l by
asse
ssin
g po
tent
ial s
ales
an
d en
viro
nmen
tal b
enefi
ts g
ains
Det
erm
ine
envi
ronm
enta
l ben
efits
Chan
ges
incl
udin
g: le
ssen
ed t
rave
lling
tim
e, r
educ
ed f
uel c
onsu
mpt
ion,
re
duce
d no
xiou
s em
issi
ons
and
loca
lised
im
prov
men
ts t
o co
nges
tion,
acc
ess.
Impr
oved
saf
ety
cons
ider
atio
ns
Bene
fits
note
d as
per
abo
ve. D
eter
min
e tim
e an
d fu
el s
avin
gs. P
hoto
s of
pre
-tria
l co
nges
tion,
acc
ess,
h &
s c
onsi
dera
tions
Det
erm
ine
com
mer
cial
ben
efits
Chan
ges
incl
udin
g: r
educ
ed f
uel
cons
umpt
ion
and
redu
ctio
n in
flee
t si
ze.
Sale
s in
crea
se t
houg
h gr
eate
r pr
oduc
t av
aila
bilit
y, le
ssen
ed w
asta
ge
Fuel
sav
ings
. Fle
et r
educ
tion
if lo
ads
mer
ged.
Fre
sh f
ood
on s
hop
floor
by
08:0
0. In
crea
sed
avai
labi
lty. G
reat
er
cust
/sat
isfa
ctio
n an
d ge
nera
ted
sale
s
Esta
blis
h re
stric
tion
times
and
typ
eN
atur
e of
sto
re r
estr
ictio
n an
d re
stric
tion
times
Curf
ew t
ype
and
rest
rictio
n tim
es
Stag
e 2
– St
ore
inve
stig
atio
n a
nd
mo
nit
ori
ng
Det
erm
ine
resi
dent
ial i
ssue
s an
d w
heth
er
they
can
be
over
com
eLo
cal c
once
rns
and
issu
es g
aine
d fr
om
pers
onal
kno
wle
dge
of s
tore
man
ager
Usu
ally
rel
atin
g to
noi
se, d
istu
rban
ce,
acce
ss, c
onge
stio
n, a
nd s
afet
y
Det
erm
ine
curr
ent
deliv
ery
situ
atio
nD
eter
min
e na
ture
of
deliv
ery,
tim
e,
freq
uenc
y an
d ve
hicl
e ty
pe/s
ize
Del
iver
y tim
e, f
requ
ency
and
con
tent
of
deliv
erie
s no
ted.
All
deliv
erie
s by
tra
ctor
un
it an
d se
mi-t
raile
r
Curf
ew is
sues
Det
erm
ine
the
type
of
curf
ew, b
e it
of a
vol
unta
ry, p
lann
ing
or im
pose
d en
viro
nmen
tal h
ealth
nat
ure
Det
erm
ine
curf
ew: e
nviro
nmen
tal
heal
th, p
lann
ing
or v
olun
tary
Det
erm
ine
optim
um d
eliv
ery
time
and
freq
uenc
yD
eter
min
e m
ost
effic
ient
mea
ns f
or
deliv
ery,
and
opt
imum
del
iver
y tim
e to
sui
t re
quire
men
ts a
nd m
axim
ise
on
bene
fits
Mer
ged
load
s. S
ay 0
5:00
for
firs
t de
liver
y –
fres
h fo
od a
nd 2
1:00
for
last
de
liver
y –
groc
ery
Det
erm
ine
any
loca
l iss
ues
Iden
tify
and
deta
il lo
cal i
ssue
s w
ith
rega
rd t
o an
y re
side
nts’
con
cern
s,
loca
lised
con
gest
ion,
del
ays
etc.
To
be
back
ed u
p by
pho
togr
aphi
c ev
iden
ce
Pres
ence
of
deliv
ery
vehi
cles
pro
mot
ing
cong
estio
n at
sto
re e
ntra
nce
and
with
in
car
park
. Del
ays
to lo
cal t
raffi
c. S
afet
y is
sues
48 Delivery improvement toolkit
Delivering the goods: a toolkit for improving night-time deliveriesSt
ore
cont
act
deta
ilsO
btai
n re
leva
nt s
tore
con
tact
det
ails
for
al
l rel
evan
t st
ore(
s)A
ppoi
nted
sto
re c
onta
ct n
ame
and
cont
act
no
Site
su
rvey
an
d m
on
ito
rin
g
Lorr
y ac
cess
– s
tree
t in
fras
truc
ture
Surr
ound
ing
area
acc
ess,
roa
d su
rfac
e co
nditi
on, m
aint
enan
ce is
sues
, pos
sibl
e no
ise
sour
ces
Rest
ricte
d an
d in
hibi
ting
am a
cces
s.
Stre
et f
urni
ture
, ker
bs, d
rain
s, v
ehic
les.
Po
ssib
le d
amag
e to
pro
pert
y, v
ehic
les
and/
or p
erso
ns
Lorr
y di
stur
banc
e –
nois
ePl
an o
f lo
rry
path
. Det
ail l
orry
eq
uipm
ent,
and
rev
iew
its
com
plia
nce
with
DfT
bes
t pr
actic
e
Iden
tify
each
noi
se s
ourc
e as
soci
ated
w
ith a
mov
ing
lorr
y in
clud
ing
the
peak
no
ise
asso
ciat
ed w
ith e
ach
activ
ity
Spec
ifica
lly r
ever
sing
war
ning
dev
ices
, air
brak
e ap
plic
atio
n, h
igh
engi
ne r
evs,
gea
r se
lect
ion,
roa
d tr
ain
nois
e em
issi
ons,
cab
do
ors
Lorr
y di
stur
banc
e –
light
Plan
of
lorr
y pa
th. D
etai
l lor
ry
equi
pmen
t, a
nd r
evie
w it
s co
mpl
ianc
e w
ith D
fT b
est
prac
tice
Iden
tify
each
ligh
t so
urce
, qua
ntify
an
d m
onito
r, id
entif
y lig
ht s
ensi
tive
esta
blis
hmen
ts a
nd d
eter
min
e lik
ely
effe
ct
Vehi
cle
head
light
s. C
ar p
ark
and
load
ing
bay
light
s. D
irect
ion
of li
ghts
, bea
m a
nd
inte
nsity
. Ass
ess
Unl
oadi
ng a
rea
infr
astr
uctu
reD
eter
min
e ty
pe o
f ex
istin
g in
fras
truc
ture
an
d im
prov
emen
t m
easu
res
to m
inim
ise
nois
e an
d lig
ht. I
dent
ify li
ghtin
g re
quire
men
ts r
equi
red
for
nigh
t tim
e de
liver
y
Eval
uate
for
noi
se a
nd li
ght
cons
ider
atio
ns c
onne
cted
with
un
load
ing.
Pra
ctic
al m
easu
res
that
m
ay b
e re
quire
d to
min
imis
e ab
ove
dist
urba
nce
Met
hod
of s
ervi
cing
and
ser
vici
ng n
oise
Det
erm
ine
met
hod
used
and
whe
ther
no
ise
redu
ctio
n m
easu
res
may
be
appl
ied
Noi
se: v
ehic
le e
ngin
e, g
ears
, bra
kes;
ve
hicl
e m
ovem
ent,
veh
icle
doo
rs a
nd
stor
e sh
utte
rs; t
ail a
nd/o
r sc
isso
r lif
t,
pum
p tr
ucks
, voi
ces.
Acc
epta
ble
deci
bel
ratin
g
Dis
tanc
e be
twee
n tr
aile
r an
d w
areh
ouse
Det
erm
ine
dist
ance
and
met
hods
for
m
inim
isin
g no
ise
and
light
impa
ct.
Intr
oduc
e am
elio
rativ
e m
easu
res
as
appr
opria
te
Impl
icat
ions
of
this
in t
erm
s of
noi
se a
nd
light
Dur
atio
n of
noi
se a
nd q
uant
ity o
f lig
ht
emitt
ance
. Acc
epta
ble?
Scr
eeni
ng
– co
st a
nd v
iabi
lity
Gen
erat
ed u
nloa
ding
noi
seRe
taile
r/lo
gist
ics
prov
ider
to
item
ise
list
of a
ctiv
ities
det
erm
inin
g th
e lo
ades
t th
roug
h to
the
qui
etes
t
Inde
pend
ent
nois
e an
d lig
ht m
onito
ring
cons
ulta
nts
to m
onito
r no
ise
and
light
di
stur
banc
e
Noi
se a
nd li
ght
gene
ratio
n as
abo
ve.
Dec
ibel
thr
esho
ld –
com
plia
nt o
r hi
gher
?
Dis
tanc
e an
d lo
catio
n of
res
iden
tial a
nd
othe
r se
nsiti
ve e
stab
lishm
ents
Phot
os o
f lo
catio
n of
fro
ntag
e of
pr
oper
ties
and
thos
e to
be
cons
ulte
d Pr
oduc
e a
plan
map
indi
catin
g th
e se
nsiti
ve e
stab
lishm
ents
, lor
ry p
ath
and
deliv
ery
bay
area
. Ide
ntify
tec
hnic
al
requ
irem
ents
and
whe
re n
oise
m
onito
ring
devi
ces
will
be
inst
alle
d
Show
acc
ess
rout
e, o
ccup
ied
prop
erty
, re
side
nces
, del
iver
y ba
y. N
oise
/ligh
t re
lativ
e to
dis
tanc
es. P
ossi
ble
requ
ired
chan
ges.
Mon
itorin
g si
tes
Cont
inue
d on
nex
t pa
ge
Delivery improvement toolkit 49
Delivering the goods: a toolkit for improving night-time deliveriesQ
uant
ifyin
g no
ise
and
light
Mon
itorin
g co
nsul
tant
s to
iden
tify
met
hod
to q
uant
ify n
oise
and
ligh
t le
vels
(a
bsol
ute
or r
elat
ive)
nee
ded
to m
aint
ain
appr
opria
te le
vel o
f re
side
ntia
l am
enity
an
d/or
a r
esid
ent’
s rig
ht t
o a
‘goo
d ni
ghts
sle
ep
The
cont
inuo
us a
nd r
igid
app
licat
ion
of
all b
est
prac
tice
unlo
adin
g pr
oced
ures
, by
bot
h dr
iver
and
sto
re s
taff
so
mai
ntai
ning
con
tinui
ty
Mon
itorin
g su
mm
ary
Prod
uce
a on
e pa
ge s
umm
ary
for
both
th
e pr
e an
d po
st t
rial
Hig
hlig
ht a
nd e
mph
asis
e ne
gativ
e pr
e an
d po
sitiv
e po
st-t
rial e
lem
ents
Iden
tify
an a
fter
mon
itorin
g re
gim
eCo
ntin
ue s
ite c
onta
ct n
o. M
onito
r co
mpl
aint
s an
d re
med
y as
req
uire
d.
Ensu
re s
taff
con
tinue
to
appl
y be
st
prac
tice
50 Delivery improvement toolkit
Delivering the goods: a toolkit for improving night-time deliveries
Annex H: Night-time delivery training manuals
Example driver manualTindill and UKTrafficMove have joined forces to look into increasing their night-time deliveries to shops.
Night time delivery benefits both the environment and the retailer. Environmental benefits include:
• fewer delivery vehicles on the roads at peak times
• less congestion on the roads of Anytown
• less congestion around shops
• delivery vehicles run at their most efficient
• least possible amount of particulates and noxious emissions produced
Retail customer benefits include:
• more fresh food on sale when the store opens
• more intelligent use of warehouse space
• more efficient use of staff
• smaller fuel and overtime bills
Trial study
This will take place at the Anytown store. At the moment the store has a ‘voluntary’ curfew only. The trial study will try to find out whether local residents will object to night-time deliveries.
We believe residents will approve night time deliveries.
WITH YOUR VALUABLE HELP – WE CAN PROVE IT
Why you were chosen
You have been selected as the delivery driver for the entire trial study period.
You were chosen because you are
• willing and approachable
• conscientious and reliable
• a good and fuel-efficient driver
• an effective communicator
• able to carry out this task in a thorough and professional way
THANK YOU FOR AGREEING TO BE PART OF THIS VALUABLE TRIAL STUDY
YOU ARE A VITAL PART OF THE TRIAL STUDY
WITHOUT YOUR CO-OPERATION AND GOOD EFFORT IT WILL NOT SUCCEED
Procedures
On the following page you will find the measures which we would like you to follow throughout the trial study. They don’t cover everything, and if you feel there are other things that you could do to help with the trial study, then please feel free to mention them.
Remember – your involvement is essential and much appreciated, and your feedback is welcome at any time.
Delivery improvement toolkit 51
Delivering the goods: a toolkit for improving night-time deliveries
The delivery vehicle
You will be driving the late model Scania 114L diesel powered tractor unit and non-tail lift trailer, unless told otherwise. The 114L offers the maximum environmental benefit both in terms of reduced emissions and fuel consumption as well as overall quietness.
The trial study will take place during Monday to Saturday deliveries only.
There will be just the one delivery of produce at the new delivery time.
The delivery day
The start of your journey
• You should be on duty in good time for your journey. Your departure time should be the same every day
• Check that nothing is wrong with your tractor unit and trailer, especially as far as anything that might make it noisier is concerned
• Make sure your mobile phone is fully charged and that the duty transport clerk or manager has the number
• Remember – only use your mobile when it is legal and safe to do so
The journey
• Drive safely to your destination, obeying the Highway Code at all times, and driving in a fuel conscious way
• Aim to arrive at your destination at the same time each day
• The duty transport clerk will tell Thamesham store when you set off, and the roads should be quiet enough so that you arrive at approximately the same each day – 05:00 hours
• The car park gates should be open when you arrive
• Make the final approach to the store with the minimum amount of noise
• When you reach the store delivery area, immediately switch off the refrigeration unit. Access should be unrestricted. If not, park, then switch off the refrigeration unit, engine, radio and headlights. Get out of the cab and ring the bell by the gate or barrier. Wait for the store staff
At the store
• Generally try not to make any noise
• Keep your headlights and radio switched off
• Use lights when manoeuvring, but the minimum for safe movement
• Manoeuvre onto the bay or scissor lift with as little noise as possible
• Switch off the reversing ‘audible warning’, but do not compromise safety. Get help from store staff when reversing
• Engage gears quietly
• Keep engine revs to a minimum
• Apply brakes gently
• Close driver’s door quietly
Unloading
• Unload as quietly as possible with no banging
• Be careful when using pump trucks. Try not to touch trailer walls, lift guardrails, and other obstructions
• Keep conversation to an absolute minimum and speak softly. Even if you are in a good mood, don’t start singing, whistling or laughing!
• Do not collect salvage for return to the RDC
52 Delivery improvement toolkit
Delivering the goods: a toolkit for improving night-time deliveries
The return journey
• Don’t slam the door when you get into your cab
• Keep your foot off the accelerator pedal when you start the engine
• Engage gears quietly
• Keep engine revs to a minimum
• Apply brakes gently
• Try to avoid using dipped headlights until you are on the store approach road – stick with sidelights until then if you can
• Accelerate gently until fully away from the store
Conclusion and complaints
Most of what you are being asked to do is a matter of common sense for an experienced driver like you. But it’s very important that you try to keep to the guidance at all times throughout the trial study.
A moment’s forgetfulness could lead to residents complaining, and the trial study would be put in jeopardy.
If, however, you are unfortunate enough to be approached by a complaining resident while delivering, remember:
• be polite and pleasant
• keep cool, calm and collected
• keep the conversation to a minimum
• do not get into an argument or debate
• apologise for any inconvenience
• advise the resident to speak to the store manager later that day
• do not refer to the trial study or anything else to do with it
• say goodbye as politely as possible
Finally
Thank you in advance for your co-operation in this combined and important venture, which relies so much on your willing and professional participation.
Thank you for reading this manual.
Delivery improvement toolkit 53
Delivering the goods: a toolkit for improving night-time deliveries
Example duty manager manualTindill and UK TrafficMove have joined forces to look into increasing night-time deliveries to stores. Night-time delivery benefits both the environment and the retailer. The environmental benefits include:
• fewer delivery vehicles on the roads at peak times
• less congestion on the roads of Anytown
• less congestion around shops
• delivery vehicles run at their most efficient
• least possible amount of particulates and noxious emissions produced
Retail customer benefits include:
• more fresh food on sale when the store opens
• more intelligent use of warehouse space
• more efficient use of staff
• smaller fuel and overtime bills
Trial study
This will take place at the Anytown store.
At the moment the store has a ‘voluntary’ curfew only.
The trial study is to determine whether local residents will object to night-time deliveries.
We believe residents will approve night-time deliveries.
WITH YOUR VALUABLE HELP – WE CAN PROVE IT!
The duty manager
As duty manager your involvement in the trial study is crucial. You may well be the first point of contact for customers and residents.
We hope that residents will not complain about the trial study deliveries.
However, if they do, it is essential that you treat all complaints consistently and record them accurately.
YOU ARE A VITAL PART OF THE TRIAL STUDY
WITHOUT YOUR CO-OPERATION AND GOOD EFFORT IT WILL NOT SUCCEED
Procedures
On the following pages you will find the measures which we would like you to follow throughout the trial study. They don’t cover everything, and if you feel there are other things that you could do to help with the trial study, then please feel free to mention them.
Remember – your involvement is essential and much appreciated. Your feedback is welcome at any time.
The delivery vehicle
Deliveries throughout the trial study will be made using a Scania 114L diesel tractor unit and non-tail lift trailer. The late model Scania 114L gives the maximum environmental benefit both in terms of reduced emissions and fuel consumption as well as overall quietness.
The trial study will take place during Monday to Saturday deliveries only.
The driver and the journey
The same driver will deliver throughout the trial study period. He or she will deliver as far as possible at the same time each day.
54 Delivery improvement toolkit
Delivering the goods: a toolkit for improving night-time deliveries
Residents
There will be just one delivery of produce at the new delivery time. The delivery will take place at the normal delivery bay. Staff will unload the delivery as quickly and quietly as possible. We hope that the delivery will not disturb residents.
Complaints
We may receive complaints from residents:
• by letter
• by telephone
• face-to-face
We must respond politely and sympathetically to residents’ concerns, especially phone calls or face-to-face contact. You may well be the one who deals with the resident’s concerns.
It may well be that a resident contacts you when you are under pressure. You may be short of staff. You may be supervising a delivery or work in the warehouse. You may have just dealt with an angry and abusive customer. You may have just had to discipline a member of staff. You may be tired or unwell. If you are especially unlucky you may have to cope with all of these things! But however difficult you may find it, if you do have to deal with a resident complaining about the trial study delivery, please make every effort to be:
• concerned
• helpful
• interested
• polite
Complaints form
A complaints form will be provided for recording:
• complainant’s name and address
• nature of the complaint
• the date
• your confirmation of acknowledgement
Reception staff are to contact you as soon as they receive a complaint.
If you are unavailable, the complainant will be informed that he/she will be contacted by management as soon as possible.
If you are unavailable, reception staff will try to make you aware of the complaint as soon as they can. If this is not before the end of their shift, they will pass the details to their replacements before leaving.
Referral
If a resident has a question or complains about the trial study, make sure that the complaint form is filled in and keep a log of all contacts with the resident. Forward the details to FTA at Lesingtown RDC on a weekly basis.
Letter
• Note the details on the complaint form
• Contact Peter Roland at Lesingtown RDC, so that every written complaint is listed and can be audited
• Each letter will then be carefully read, evaluated and replied to
Telephone call
Note the details as described above on the complaint form and apologise to the resident for upset caused. Explain that:
• the store is carrying out a short-term trial study for fresh food delivery
Delivery improvement toolkit 55
Delivering the goods: a toolkit for improving night-time deliveries
• the aim is to relieve local traffic congestion and reduce environmental pollution
• the trial study is a joint venture between Tindill and UKTrafficMove with the prior knowledge of Anytown Council
If the resident is dissatisfied with this explanation, apologise and explain that he/she will be contacted by someone directly involved with the trial study, who will explain in more detail. Then contact Peter Roland at Lesingtown RDC.
Face-to-face
Note the details on the complaint form. Listen with sympathy to what the resident has to say and let them completely finish talking before you reply.
Try to stay composed if the resident is rude or aggressive. Apologise for any upset. Explain that:
• the store is carrying out a short-term trial study for fresh food delivery
• the aim is to relieve local traffic congestion, and cut pollution
• the trial study is a joint venture between Tindill and UKTrafficMove with the prior knowledge of Anytown Council
• if the resident is unhappy with the explanation, apologise and explain that he/she will be contacted by someone directly involved with the trial study, who will explain in more detail
Finally
As duty manager, you are most likely to be the key contact with aggrieved residents. We hope of course that there won’t be any! But the trial study is an experiment and we must prepare for every possibility. As such, a consistent approach and your diplomacy toward the complaining resident are of the utmost importance. However it is unlikely that a complaining resident will present you with a scenario that is any worse than those which you undoubtedly have experienced many times before!
If you would like any further information about the trial study please contact FTA (Stephen Kelly – skelly@fta.co.uk).
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