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Case study: Bristol City Council Parking Services

When an internal investigation revealed a host of management issues and low staff morale, Bristol City Council Parking Services embarked on a long and challenging journey to turn things around. Here we describe what happened…

The challenge

With its 115 employees, including 49 civil enforcement officers, Parking Services had suffered a history of poor staff relations. Sickness and absence levels among enforcement staff were steadily increasing. The quality and quantity of fixed penalty notices was dropping and staff morale was at low ebb.

When the corporate health and safety team carried out a lone worker training session, it became clear that there was no consistency in the instructions given to staff when dealing with threatening behaviour. On deeper investigation, a number of serious health and safety deficiencies were found which led to an internal improvement notice being issued.

Eventually, HSE became aware of the situation and in February 2008 an inspector called. The inspector highlighted the need to take action to reduce the risk of verbal and physical attack on staff, improve communications, and reduce stress among the workforce. A letter was sent to the Chief Executive outlining these problems and a follow-up meeting was agreed.

What they did

Senior managers called in an industrial arbitrator. During this process the service manager and one of the trade union safety reps had an informal meeting to discuss the future of the service.

  • They clarified the various outstanding issues covering health and safety, industrial relations, and corporate matters.
  • One of the safety reps acted as a full-time trade union safety rep while retaining his substantive post as a civil enforcement officer.
  • It was agreed that other industrial issues would not be brought into health and safety meetings.
  • Lines of communication and a quick method of resolving day-to-day issues were put together.
  • They adopted a health and safety management system which could demonstrate to everyone that health and safety issues were being dealt with and that progress could be seen.
  • To provide structure to meetings and health and safety management, the service health and safety committee agreed to pilot a health and safety management action plan and monitoring system that had been developed in the directorate.
  • Appropriate issues were discussed at appropriate levels.

Progress

  • A bespoke version of the corporate lone working training was developed and delivered to all existing staff and new recruits with refresher courses held regularly.
  • Risk assessments were reviewed, simplified and the hazard controls were compiled into a handbook of safe systems of work and issued to each member of staff.
  • Following consultation, communication equipment was bought and staff properly trained in its use, with ongoing refresher training.
  • A robust recruitment and induction process was developed.
  • Measures to monitor and support staff suffering from stress or trauma after becoming involved in incidents have been actioned.

Benefits so far:

  • a reduction of sickness absence;
  • a reduction in incidents of violence and aggression against civil enforcement officers;
  • a staff survey which confirmed staff are happy in their work and feel valued;
  • preliminary costing indicates a saving of over £36 000 in the first year.

Further development

  • To enhance the role of the full-time health and safety representative.
  • To promote good communication and co-operation between the trade union and management throughout the whole authority.
  • To support the implementation of the piloted health and safety management action plan and monitoring system throughout the directorate and encourage its adoption throughout the authority.

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Link URLs in this page

  1. Worker involvementhttps://www.hse.gov.uk/involvement/index.htm
  2. The basicshttps://www.hse.gov.uk/involvement/basics.htm
  3. Health and safety representativehttps://www.hse.gov.uk/involvement/hsrepresentatives.htm
  4. Overview - Preparehttps://www.hse.gov.uk/involvement/prepare/index.htm
  5. Talk to your employeeshttps://www.hse.gov.uk/involvement/talktoyouremployees.htm
  6. Facts and figureshttps://www.hse.gov.uk/involvement/factsfigures.htm
  7. Overview - What the law sayshttps://www.hse.gov.uk/involvement/prepare/law/index.htm
  8. Which regulations applyhttps://www.hse.gov.uk/involvement/prepare/law/flowchart.htm
  9. 1977 regulationshttps://www.hse.gov.uk/involvement/prepare/law/1977.htm
  10. 1996 regulationshttps://www.hse.gov.uk/involvement/prepare/law/1996.htm
  11. Both regulationshttps://www.hse.gov.uk/involvement/prepare/law/bothregs.htm
  12. Employment protectionhttps://www.hse.gov.uk/involvement/prepare/law/empprotection.htm
  13. Overview - Gain commitmenthttps://www.hse.gov.uk/involvement/prepare/commitment/index.htm
  14. How to encourage employees to be health and safety representativeshttps://www.hse.gov.uk/involvement/prepare/commitment/encemployees.htm
  15. Overview - Union-appointed repshttps://www.hse.gov.uk/involvement/prepare/union/index.htm
  16. Representhttps://www.hse.gov.uk/involvement/prepare/union/represent.htm
  17. Attend training courseshttps://www.hse.gov.uk/involvement/prepare/union/attendtraining.htm
  18. Contact with inspectorshttps://www.hse.gov.uk/involvement/prepare/union/contact.htm
  19. Workforce-elected repshttps://www.hse.gov.uk/involvement/workerelectedreps.htm
  20. Overview - Elections for representativeshttps://www.hse.gov.uk/involvement/elections/index.htm
  21. How many representatives?https://www.hse.gov.uk/involvement/elections/howmany.htm
  22. How often will elections take place?https://www.hse.gov.uk/involvement/elections/howoften.htm
  23. Encourage and involve employeeshttps://www.hse.gov.uk/involvement/elections/encourage.htm
  24. Fair and open electionhttps://www.hse.gov.uk/involvement/elections/fairandopen.htm
  25. Overview - Prepare-good practice tipshttps://www.hse.gov.uk/involvement/preparetips/index.htm
  26. Consult your workforcehttps://www.hse.gov.uk/involvement/preparetips/norep.htm
  27. Joint involvementhttps://www.hse.gov.uk/involvement/preparetips/jointinv.htm
  28. Don't decide for your workershttps://www.hse.gov.uk/involvement/preparetips/decision.htm
  29. Reflect diversityhttps://www.hse.gov.uk/involvement/preparetips/diversity.htm
  30. Train your repshttps://www.hse.gov.uk/involvement/preparetips/reptraining.htm
  31. Give it timehttps://www.hse.gov.uk/involvement/preparetips/time.htm
  32. Shared perspectivehttps://www.hse.gov.uk/involvement/preparetips/training.htm
  33. Overview - Planhttps://www.hse.gov.uk/involvement/plan.htm
  34. Factors to considerhttps://www.hse.gov.uk/involvement/factorstoconsider.htm
  35. Overview - What to consult abouthttps://www.hse.gov.uk/involvement/whattoconsult.htm
  36. A competent personhttps://www.hse.gov.uk/involvement/competentperson.htm
  37. Risk assessmentshttps://www.hse.gov.uk/involvement/riskassessments.htm
  38. When to consulthttps://www.hse.gov.uk/involvement/whentoconsult.htm
  39. Overview - Traininghttps://www.hse.gov.uk/involvement/training.htm
  40. Training Providershttps://www.hse.gov.uk/involvement/trainingproviders.htm
  41. Planning checklisthttps://www.hse.gov.uk/involvement/planningchecklist.htm
  42. Overview - Plan-good practice tipshttps://www.hse.gov.uk/involvement/plantips/index.htm
  43. Scope of consultationhttps://www.hse.gov.uk/involvement/plantips/consult.htm
  44. Consult employeeshttps://www.hse.gov.uk/involvement/plantips/involve.htm
  45. Provide feedbackhttps://www.hse.gov.uk/involvement/plantips/feedback.htm
  46. Address health issueshttps://www.hse.gov.uk/involvement/plantips/healthissues.htm
  47. Involve employeeshttps://www.hse.gov.uk/involvement/plantips/invemployees.htm
  48. Overview - Consulthttps://www.hse.gov.uk/involvement/consulttips/consult.htm
  49. Overview - What your duties arehttps://www.hse.gov.uk/involvement/yourduties.htm
  50. Allow paid time offhttps://www.hse.gov.uk/involvement/paidtimeoff.htm
  51. Provide facilities and assistancehttps://www.hse.gov.uk/involvement/facilities.htm
  52. Provide informationhttps://www.hse.gov.uk/involvement/provideinformation.htm
  53. Overview - How to involve your employeeshttps://www.hse.gov.uk/involvement/involveemployees.htm
  54. Consulting directly with employeeshttps://www.hse.gov.uk/involvement/facetoface.htm
  55. Consulting indirectly with employeeshttps://www.hse.gov.uk/involvement/indirectly.htm
  56. Where English is not the first languagehttps://www.hse.gov.uk/involvement/englishlang.htm
  57. Overview - Consulting with representativeshttps://www.hse.gov.uk/involvement/representatives.htm
  58. Investigating accidents, hazards and complaintshttps://www.hse.gov.uk/involvement/accidents.htm
  59. Inspections of the workplace https://www.hse.gov.uk/involvement/inspections.htm
  60. Overview - Set up a H&S Committeehttps://www.hse.gov.uk/involvement/hscommittees.htm
  61. How to set up your H&S committeehttps://www.hse.gov.uk/involvement/howtosetup.htm
  62. How your H&S committee will workhttps://www.hse.gov.uk/involvement/agreeprinciples.htm
  63. Membership of your H&S committeehttps://www.hse.gov.uk/involvement/membership.htm
  64. More about membershiphttps://www.hse.gov.uk/involvement/membership-cont.htm
  65. Frequency of meetingshttps://www.hse.gov.uk/involvement/frequency.htm
  66. What your H&S committee will dohttps://www.hse.gov.uk/involvement/whatwillhsdo.htm
  67. Decision makinghttps://www.hse.gov.uk/involvement/committeedecisions.htm
  68. What resources will be neededhttps://www.hse.gov.uk/involvement/committeeresources.htm
  69. Overview - Consult-good practice tipshttps://www.hse.gov.uk/involvement/consulttips/index.htm
  70. Recognise the rolehttps://www.hse.gov.uk/involvement/consulttips/recogniserole.htm
  71. Different work patternshttps://www.hse.gov.uk/involvement/consulttips/workpatterns.htm
  72. Preferenceshttps://www.hse.gov.uk/involvement/consulttips/preferences.htm
  73. Involve the representativehttps://www.hse.gov.uk/involvement/consulttips/involve.htm
  74. Plan a programme of inspectionshttps://www.hse.gov.uk/involvement/consulttips/inspectionplan.htm
  75. Agree the number of representativeshttps://www.hse.gov.uk/involvement/consulttips/repnumber.htm
  76. Inspect togetherhttps://www.hse.gov.uk/involvement/consulttips/inspecttogether.htm
  77. Consult specialistshttps://www.hse.gov.uk/involvement/consulttips/specialists.htm
  78. Break down taskshttps://www.hse.gov.uk/involvement/consulttips/breakdown.htm
  79. Involve a variety of peoplehttps://www.hse.gov.uk/involvement/consulttips/committeereps.htm
  80. Think about minor incidentshttps://www.hse.gov.uk/involvement/consulttips/minorincidents.htm
  81. Plan meetings in advancehttps://www.hse.gov.uk/involvement/consulttips/flexible.htm
  82. Communicatehttps://www.hse.gov.uk/involvement/consulttips/communicate.htm
  83. Keep the datehttps://www.hse.gov.uk/involvement/consulttips/keepdate.htm
  84. Address strategic issueshttps://www.hse.gov.uk/involvement/consulttips/resolve.htm
  85. Agreementshttps://www.hse.gov.uk/involvement/consulttips/agreements.htm
  86. Disagreementshttps://www.hse.gov.uk/involvement/consulttips/disagreements.htm
  87. Overview - Improvehttps://www.hse.gov.uk/involvement/improve/index.htm
  88. Monitoring performancehttps://www.hse.gov.uk/involvement/monitorperformance.htm
  89. Reviewing progresshttps://www.hse.gov.uk/involvement/reviewprogress.htm
  90. Meet the challengeshttps://www.hse.gov.uk/involvement/meetchallenges.htm
  91. Review checklisthttps://www.hse.gov.uk/involvement/reviewchecklist.htm
  92. Overview - Improve-good practice tipshttps://www.hse.gov.uk/involvement/improve/goodpractice.htm
  93. Signs of successhttps://www.hse.gov.uk/involvement/improve/success.htm
  94. Seek help https://www.hse.gov.uk/involvement/improve/seekhelp.htm
  95. Overview - Resourceshttps://www.hse.gov.uk/involvement/resources.htm
  96. Publicationshttps://www.hse.gov.uk/involvement/publications.htm
  97. Overview - Case studieshttps://www.hse.gov.uk/involvement/resources.htm
  98. Devonport Docks https://www.hse.gov.uk/involvement/casestudies/devonport.htm
  99. Overcoming challengeshttps://www.hse.gov.uk/involvement/casestudies/overcomingchallenges.htm
  100. BT Group plchttps://www.hse.gov.uk/involvement/casestudies/btgroup.htm
  101. Springfield Fuelshttps://www.hse.gov.uk/involvement/casestudies/springfield.htm
  102. UCATT North-Westhttps://www.hse.gov.uk/involvement/casestudies/ucatt.htm
  103. University of Leedshttps://www.hse.gov.uk/involvement/casestudies/leeds.htm
  104. Bristol City Councilhttps://www.hse.gov.uk/involvement/casestudies/bristol-city-council.htm
  105. Researchhttps://www.hse.gov.uk/involvement/research.htm
  106. Lord McKenzie speechhttps://www.hse.gov.uk/involvement/mckenzie141008.htm
  107. Overview - Videoshttps://www.hse.gov.uk/involvement/assets/video/index.htm
  108. Judith Hackitthttps://www.hse.gov.uk/involvement/assets/video/judith-hackitt.htm
  109. Useful linkshttps://www.hse.gov.uk/involvement/usefullinks.htm
  110. More case studies https://www.hse.gov.uk/involvement/casestudies/index.htm
  111. Consulting employees on health and safety: A brief guide to the lawhttps://www.hse.gov.uk/pubns/indg232.pdf
  112. Involving your workforce in health and safety: Good practice for workplaces HSG263https://www.hse.gov.uk/pubns/books/hsg263.htm

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2021-09-30