Agenda item

At the January meeting of the Residents Experience Board the Trading Standards Service was asked for further information on how residents access consumer advice, on how residents can be protected from scams, and on the use of Proceeds of Crime legislation. This report provides that information..

Declarations of interest:

None

Witnesses:

Steve Ruddy, Head of Trading Standards

Key points raised during discussions:

1. The Officer outlined the main themes that were contained within the report, including:, how residents access could consumer advice; how residents could be protected from scams, and Buckinghamshire and Surrey Trading Standards’ use of Proceeds of Crime legislation. The Board were asked to help continue the development of new approaches and partnerships to better protect residents, especially the most vulnerable people in the community.

2. The Board were informed that residents were signposted to contact the Citizen Advice Consumer Services (CiTACS) for consumer advice and assistance. Trading Standards analyse the complaints and information received via CiTACS and other sources and use the intelligence to determine which cases to investigation further.

3. The Officer also highlighted some key points from the report with regards to tackling scams and financial abuse. Some examples of this were: lonely older people are more likely to be at risk of being scammed; dementia causes a fluctuation of mental capacity; technology facilitates the issue of scams, and scams can be a major factor in the decline of health in older people, and undermines wellbeing and quality of life.

4. The Board were also addressed on how Trading Standards communicated with residents, the officer was keen to demonstrate the balance used to tailor information to all audiences. For example for those who do not have access to social media, material is distributed via doorstep or in places where vulnerable people go such as libraries and pharmacies. Trading Standards utilised social media sources such as Facebook, Instagram, Linkedin and Twitter, and have achieved a large number of followers.

5. The Officers made reference to Checkatrade and Trustmark who Trading Standards work in partnership with in promoting approved, accredited traders that residents may use confidently. The two schemes were designed to help drive out rogue traders in both counties.
   
   
6. There was a discussion around call blocking services and the Board were addressed on a device which had been fitted in homes to accommodate those who were victims of scam calls. Since starting this provision, around 11,500 calls had been blocked and feedback had shown positive results.
   
   
7. Members were briefed on Trading Standards’ use of Proceeds of Crime legislation; how criminal assets were reallocated and compensated back to victims.

8. Members expressed the importance for simple and understandable information to be circulated and available to all different types of audience, in particular for people with special education needs and disabilities. The Officer assured the Board that information was already tailored and produced for all audiences was readily available.

9. Officers informed the Board of a recent successful prosecution in Guildford, where residents were a victim of deceptive sales, Trading Standards were in the process of discussing compensation for the victims.

10. Members referred back to RIPA, in particular with regards to communication and whether there was a network of sharing information and promote using those resources to identify problems pro-actively. Officers explained that joint checks are taken and intelligence is shared nationally.

11. Officers clarified some concerns regarding Checkatrade, explaining to Members that the system was more robust than it used to be, and a positive scheme for both Counties. Officers further assured the Board the Checkatrade system worked very well and further added that companies which falsely advertised membership to the scheme can face criminal charges. Officers suggested that the Checkatrade Chief-Executive may be invited to attend a future Board meeting to answer further queries if the Board decide an update on the scheme should be considered a future item for scrutiny.

12. Members queried what proportion of assets recovered was compensated back to the victims of crime. The Officer explained that victims would receive as much compensation as possible from the assets from the proceeds of crime raised. If there was a surplus of assets after identified victims had been fully reimbursed, then the remainder would be distributed to the Home Office, HM Courts and Tribunal Service the prosecution and investigative authorities.

13. The Officer reported that the funding behind the leaflets tabled at the meeting was provided from private sector sponsorships, funds received from the Proceeds of Crime and the office of the Surrey Police Crime Commissioner. The Officer offered provide Member’s with a stock of leaflets if they wanted to distribute them in their divisions.

14. Board Members suggested that, in order to save funds, electronic versions of leaflets should be circulated through online media to widen the awareness of scams and the work of Trading Standards. In addition it was proposed, in an effort to promote the website, the TS Alert link should be shared and circulated as effectively as possible by Members.

15. Officers clarified to the Board that the voluntary sector may get involved in the scam conferences that are due to take place, promoting the expansion of a broader network.

Actions:

The Board congratulated Trading Standards for the approach taken to protect residents and supported the range of initiatives taken to protect residents from scams in Buckinghamshire and Surrey.

In particular, the Board supported the proposal to hold a Scams conference later this year and associated new initiatives such as Friends Against Scams and encouraged Members to partake in a Stand Against Scams training session to become Scamchampions or Scambassadors, and use their knowledge actively in their role as Councillors.