Client Information - General

Organisation and responsibilities

We fully undertake to maintain a safe working environment for all employees and sub contractors, and in particular where the use of plant machinery or hazardous substances may be applied.  We ensure the safety of the general public where they may be affected by the company activities by reviews on a regular basis.  We report/assess and monitor all/any health and safety issues/arrangements on a regular basis through meetings, directly to the Managing Director, any incident that has bought about, or may have bought about, an injury, or otherwise, that may be hazardous to Health and Safety are also identified at these meetings.

All managers are experienced in their line of work.   They are not necessarily qualified (certificated) with regards to health and safety, but have gained experience in this due to knowledge and competency within their field.  Arrangements are made within the company for all managers for guidance and advice by using trained consultants in relevant fields including health and safety and personnel.  We also use the HTA and HSE as required for online/telephone advice and help.    

The Company and all employees at all levels have a responsibility for health and safety.  Managers ensure that appropriate information and instruction is given to all employees and monitored through meetings, appraisals and as required. 

 All employees report to their duty managers/managers with regards to any health and safety matters and vice versa through meetings/as required.  All duty managers/managers report to the Managing Director and vice versa through meetings/as required.     

Incidents/accidents are evaluated where applicable.  If necessary the incident/accident is evaluated in the form of a risk assessment and this is then discussed through with relevant employees members at meetings or add hoc as required. 

All machinery/equipment is evaluated and assessed on purchase.  Risk assessments are created and relevant employees are shown in house how to operate the machine/equipment safely and any associated risks.  

Employees

All employees complete an induction when joining the department making them aware of all safety procedures (attached with this document).  This includes items such as accident reporting, health and safety arrangements/duties/responsibilities, fire evacuation, welfare etc.  All employees sign the induction form on completion of this to say they have understood all.  Before commencement of work, each employee is given thorough in house training on the equipment they will be using and associated hazards/risk assessments.  Employees sign on completion of these.  Any additional training whether in house or external is made aware at this time.  Training needs are also discussed on a yearly basis during employees’ appraisals.

Training record/risk assessments/signature forms are created for each new employee with review dates as appropriate.  Any outside training course/refresher courses are also highlighted within these training records.  Copies of all certificates are kept within the employees personnel file.    

 A company Manual and Health and Safety Policy is given to all employees at the start of their employment.  The Company Manual and Health and Safety Policy is reviewed on a regular basis.  When additions and amendments are made all employees are given a new a copy.

 All employees made aware at inductions how important it is to feed back any causes for concern with regards to health and safety.  To assist them with this we have created ‘near miss/cause for concern forms for all staff to use.  This form is then handed to the manager so that they can assess the situation and put correct controls in place for future safe working practice.

Risk Assessments/Method Statements 

All significant risks associated with the business activities are identified and control measures (method statements) implemented as required Before commencement of work, each employee is given thorough in house training on the equipment they will be using and associated hazards/risk assessments/control measures.  Employees sign on completion of these once they have understood.  No machinery/equipment is allowed to be used without having first been inducted on these. 

All risk assessments are reviewed on an annual basis.  If changes are made then employees are made aware of these.  All risk assessments/control measures are available in the office for viewing by employees at all times.  Any new machinery/equipment purchased is assessed before given to employees for use.  All employees are inducted on this before commencement of using. 

COSHH

All chemicals and substances which have a possible hazard implication to an employees health are assessed for their risk.  COSHH assessment forms are created for each one.  These are reviewed annually unless we have been notified by outside relevant sources that a certain product has been removed from supply. 

Any product which has been removed is disposed of under correct regulations by using a licensed disposal company.  All safety data sheets are stored with each COSHH assessment sheet and are available for viewing by employees using the products at all times.  Employees are advised that no substances are allowed to be employed or produced outside of the MAFF approved pesticides list.  Any additional chemicals substances used are assessed as required and a COSHH sheet is produced.  Employees whom spray all hold current pesticide spray certificates.  All chemicals used on sites are recorded.    

First Aid and Accident Reporting

All employees are advised to take reasonable and practical precautions to guard against inflicting personal injury on themselves or to colleagues or visitors.  First aid kits are supplied for vehicles and in offices.  When working on commercial sites, first aid help can be provided as required by the client.  Vehicle kits are subject to regular and scheduled inspection to ensure that they remain in proper condition.  All employees are given the information at induction with regards to procedures of all accidents and injuries and reporting.  Accidents are recorded in the accident books and notified to RIDDOR if appropriate.  All injuries sustained at work should be reported to the recipients’ medical practitioner as required.  A doctor’s note is required for more than 3 days absence. 

If a an employee has sustained an injury either at work or home that we feel may effect their performance, health or safety whilst working we like to approach the employee for authorisation to contact their doctor.  This is done in a form of a letter to the employee and a further letter to the doctor.  All letters give the employee their rights as of the access to medical records ACT 1988.  Wherever possible and appropriate for both the Company and the employee other duties (if possible) will be given if the doctor has requested light duties short term. 

All employees must fill out a back to work report when returning after absence.  This helps the Company assess the situation and forward best practice.  

All accidents are reported to a supervisor/manager so a suitable entry can be recorded in the accident book, irrespective of the severity of any injury.  Every accident is assessed and any underlying causes identified.  If a risk assessment is a appropriate then this will be raised and discussed with the employee and other relevant members. 

Employees Welfare

Where employees work off site they are provided by all commercial contracts the use of washroom and toilet facilities.  When working in private gardens clients support this or we find the nearest public convenience for the employees to go to, also providing them with cleansing disinfected wipes for each vehicle.  For lone workers risk assessments/control measures are provided.

Manual Handling Operations

An in house risk assessment for manual handling has been created highlighting the associated risks and control measures.  Employees are trained by an outside trainer with regards to associated hazards.  Copies of certificates are kept in employees personnel file.  The Company makes it clear to all employees that we do not ask anything of them beyond their capability.  If they require help in lifting etc they must ask for help and the Company supports this. 

Personal Protective Equipment

All employees are provided with PPE as required to the relevant tasks they carry out.   All employees are made aware that they must wear this at the appropriate times.  All employees are made aware that they must notify any defects immediately to the manager.  Renewal of PPE is supplied as required. 

Machinery and Equipment

All employees are provided with the correct machinery and equipment to carry out all tasks.  Employees are made aware at induction that visual inspections must be made to every piece before use.  Any defects must be reported to the Manager and assessed whether they are safe to use before using.  If they are unsafe then the manager assesses whether these require replacement or mending and whichever the appropriate is completed.  

All equipment is checked and serviced regularly by a competent employee and recorded.  Full services or works beyond their capability are then carried out by a local company.  Invoices are kept for 2 years as a record for replacement/repair.   

Our Standards

Whilst there are a number of different standards that are widely used throughout the UK and internationally we as a Company choose those best suited to our business needs and requirements.  We have adopted these standards to assist with keeping us focused for our future, to benefit us in improving customer satisfaction, internal efficiencies and employee involvement. 

We are full members of the following recognised professional bodies, which aid and support us in achieving the above.

• Safe Contractor
• Horticultural Trades Association
• The Approved Professional Landscapers
• The Garden Centre Association

Many of the above require certain aspects before becoming a full member such as intricate vetting processes and conformities. 

 We can share and gain information with regards to all aspects of our industry from standards existing and new, new legislation, health and safety, awards for best standard and practice and much more.  

Purchasing and ordering

All managers are in control of all purchasing and ordering.  Electronic systems are in place for the Garden Centres for ordering.  For other departments purchasing is completed via paper route and added to the system as it arrives to site.      

We purchase good quality stock in all areas of the business.  This is analysed regularly by comparison of other suppliers’ goods at trade shows and viewing competitors’ goods.  We will not purchase below par goods as we pride ourselves on our competitive, good value and quality stock and services.       

Stock Control, delivery, supply chain and information management

For the Garden Centres stock levels are monitored as frequently as required.  These are all on our integrated IT system in place.  Information is available at a touch of a button.  Stock levels are evaluated regularly.  Past year stock levels can be measured against up to date stock levels.  All goods are ordered electronically and bar-coded. 

Stock is ordered as required; only small levels are kept on a day-to-day basis to ensure we have the freshest stock as possible for our clients.  Stock control levels are monitored each quarter (3 months).  Stock is added to system as it arrives on site and allocated to clients as required. 

Information is available electronically for areas of the business including clients’ details, purchased goods, stock sold or on rental etc. 

Invoicing is completed electronically using the Opera  (Pegasus) system.

We are also Ariba Suppliers.  This enables any customers whom are Ariba Buyers to send electronic paperless purchase orders and for Stewarts Landscaping to raise and send electronic paperless invoices.   

Delivery is controlled and delivered at agreed dates.  All goods are checked on delivery arrival for quality and quantity.  Any damaged or below par quality goods are returned via delivery vehicles at the time of arrival and the supplier notified.  

THE Company Best Business Practice

At Stewarts we acknowledge the importance of monitoring and measuring business objectives for best practice.  Stewarts consists of two large Garden Centres, a Plant Nursery, an Office plants business and a Garden Design and Landscape Business. 

Our best practice is not a one off project; it’s a continual process for our future.    

Our management best practice involves all levels of the business using the following:

• A clear mission and strategic planning.
• Communication at all levels incorporating an open and communicative management style.
• Constant reviewing of setting demanding but realistic targets.

To aid us in achieving the above management best practice we use the following tools as a company:

• Benchmarking ourselves against other market leaders.
• Forecasting and financial planning.
• Performance monitoring and communication.
• Communication with external sources such as trade bodies.

To aid us in achieving our best practice we use the following tools as a company:

• Internal analysis
• External analysis
• Benchmarking
• Reviewing appropriate standards

 Our mission

‘To help People enjoy their Garden, Home and Workplace’

To achieve our mission we encompass the following principals and values:

• We aim to always supply the ever changing needs of our customers
• We are committed to offering an outstanding and personal service with good standards and consistency. 
• We aim to always be profitable as a company and be good value to every customer. 
• We aim to offer inspiring ranges and be competitive within our field.
• We strive to be well known for exceptional quality service and products, knowledge and advice.
• We strive to be fair, open and honest to staff, customers and suppliers.
• We always strive to offer unique experience incorporating fun and difference.  
• We support local suppliers, fair trade initiatives and are as organic as practically possible.
• We strive to retain our tradition as plants people.
• We listen to our customers.
• We strive to make our centres and work places safe for both employees and customers.

Stewarts Landscaping specific objectives

• To enhance customers’ workplaces with quality interior plants and well maintained grounds.
• To be supportive in every aspect to our client, offering a consistently efficient and effective service.
• To carry out all aspects of the maintenance service, keeping health and safety at the forefront of everything we do.
• To provide services to our clients with the minimum of disruption to our client and others. 
• To liase regularly as required with our client with a view to providing added value where appropriate.

Stewarts Service Level Agreement

 Aim: To help people enjoy their workplace

To do this we will provide and manage a high quality interior and exterior landscaping service to the satisfaction, safety and enjoyment of our clients, clients’ visitors, their employees and our employees.

Our guaranteed pledge of customer satisfaction

We are committed to ensuring that all our clients receive the best possible service from Stewarts.  To this end we will:

• Provide advice to our clients as and when required. 
• Provide up to date location details of all interior planters, health and safety documents, insurance documents and other requirements whenever required. 
• Respond to any client query within 1 working day and confirm a completion time agreed by both parties within good practical time.    
• We will adhere to ‘Stewarts Best Practice’ at all times. 

 Starting our working relationship

• Stewarts will provide no obligation quotations.  Quotations will include a breakdown of all services included.  On large projects (such as soft landscaping projects) we will also include a bill of quantities that will give a further breakdown of works and costs.
• We will listen to your requirements and put together a contract plan that meets your needs.
• Stewarts’ company ethos has never been to cut corners. We use only high quality materials and products from trusted suppliers.  Strict quality control procedures will ensure that each and every interior plant is carefully monitored and only top grade specimens are supplied to our clients.
• There will be no minimum order for purchasing or renting interior plant displays.  The client will be offered all designs available, including contemporary and traditional designs, and the final choice will be tailored to their needs. 
• We will agree fixed prices for periods of time agreed by both parties, and/or rolling contracts as required. 

Our maintenance service

• We provide trained employees, who are professional, undisruptive and work in a safe and tidy manner.  
• Interior plant maintenance service includes free plant replacement as and when necessary, and all other materials to ensure the healthy growth of the plant.
• Grounds maintenance will be carried out to the standards specified in our maintenance proposals provided.
• A set number of regular visits will be agreed on all maintenance services provided.
• Where possible, maintenance visits will be structured to fall on a specific day.  This may occasionally change e.g. due to employee absence, holiday cover or unsuitable weather for the tasks in hand.
• Quality audits will be carried out using the inspection forms provided.
• There will be no extra costs to the maintenance service provided without written agreement by both parties.

Health and Safety is important to us and our clients

• We are committed to providing and maintaining safe and healthy working conditions for all our employees. We will provide appropriate tools and equipment and ensure that our operational processes promote safe systems of work covering all our activities.
• We will adhere to our client’s fire procedures and health and safety requirements on site. 
• We will ensure that all health and safety legislation is complied with. Risk assessments and method statements will be carried out where appropriate, and all actions shown to be necessary will be implemented. 
• We will at all times consider the environmental impacts of running our business. We will manage our activities to minimise, wherever practicable, their effect on the environment. 

Should you ever be dissatisfied with our service

We value all feedback, including complaints. We use this feedback to identify the root causes of problems and to ensure that improvements are made to our processes, for the benefit of both our customers and ourselves.

These are the promises we make to all our customers who raise issues with us:

• We will listen to you and make every effort to understand the reasons for your complaint. We care about why you are dissatisfied.
• We will endeavour to resolve your problem at your first point of contact.
• We will take ownership of your complaint to ensure resolution.
• We will offer fair solutions quickly.
• We also welcome positive feedback from our customers about our services and staff.