MAY 2013

Hairy Biker gets a hair-raising experience. Page 2

Delivery fleet meets CLOCS scheme requirements. Page 6

Aerial ViewPowered Access Hire, Sales and Industry & Construction Training

Customer Newsletter Issue 35 February 2016

Following a number of online initiatives carried out in recent months, we are now available to do more business with you online, anytime and at your convenience.

You can trade with us online, anytime

The Construction Industry Training Board (CITB) has announced some important changes to their Site Safety Plus Scheme refresher course rules.

From 1 January 2016 the grace period of six months to undertake a refresher course to retain the Site Safety Plus certificate has been removed, meaning that people must attend the refresher course before the end date on their certificate.

Anyone who does not attend a refresher course before their certificate expires will be at risk of having to attend the full course again.

Therefore anyone who currently has a Site Safety Plus Scheme certificate should check its expiry date to ensure that they attend the two-day refresher course in good time. Site Safety Plus Scheme refresher courses provided by UTN Training include:

n Site Management Safety Training Scheme (SMSTS)

n Site Supervisor Safety Training Scheme (SSSTS).

To find out more information or book a course, visit utntraining.co.uk, contact us on 08707 871 511 or email enquiries@utntraining.co.uk

Don’t let your Site Safety Plus certificate expire

For example, we have launched a customer web portal that gives customers real time information about online orders, contracts, projects, financial information, and KPI reports (Page 4).

We have also extended our range of health and safety related online training courses by adding an additional 28 courses. These online courses are a more convenient alternative to traditional methods of learning because they can be completed at a time suitable to the employee and the business (Page 4).

In a further move to make it easier for you to access our online services we have launched a new mobile app that brings access to our MEWP hire, training, sales, and truck and track mount business all together in one app (Page 5).

We have also upgraded our websites to make them easier to navigate and we have not forgotten that when you are on a training course you still need to keep in touch with your business – we are now offering complimentary Wi-Fi throughout

all our training centres (Page 5). These online initiatives are a major part of our commitment to customer service and we are delighted to report that the progress we are making has received national recognition – we have reached the finals of a prestigiousaward scheme run by the Institute of Customer Service (Page 3).

AFI shortlisted in two national award categories. Page 3

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AFI machines help to restore London’s historic Greenwich Market

Structural steelwork specialists McNealy Brown Limited had 12 AFI machines on hire at the peak of an eight-month contract to restore London’s historic Greenwich Market roof.

We supplied diesel, electric and bi-energy powered access machines, including several Niftylift HR12 boom lifts, Haulotte Compact 12DX diesel and Skyjack SJ4632 electric scissor lifts.

McNealy Brown’s work at Greenwich Market involved removing, restoring and reinstating the existing iron frame roof and installing a new glass covering to increase daylight and improve ventilation. The work is part of the redevelopment of the historic market situated in the Maritime Greenwich World Heritage site.

Ian Brooks, McNealy Brown Contracts Manager, said: “We needed machines that had good manoeuvrability whilst providing sufficient reach for us to work on the roof structure. To help us select the most suitable machines, we found all the information we needed on AFI’s website. This included details such as working heights and weight limitations.”

A Wilson Access truck mount lifted Hairy Biker Dave Myers sky-high over the city of Stoke-on-Trent to film a new TV programme called Hairy Builders.

Dave traded in his chef ’s hat for a hard hat to work as an apprentice for York-based William Anelay Ltd, one of the oldest construction companies in the UK specialising in the restoration and conservation of historic buildings.

Wilson Access truck mount operator Danny Perkins said: “We provided William Anelay with a 45 metre Wumag WT450. When the basket was about 38 metres off the ground it got a bit scary for the Hairy Builder who asked me how much higher we would be going.”

Hairy biker’s hair-raising experience

‘Hairy Builder’ Dave Myers is pictured with l-r : Wilson Access truck mount operator Danny Perkins, and William Anelay Site Manager Gary Shea.

William Anelay Site Manager Gary Shea said: “The Wilson Access truck mount was ideal for filming. The 45 metre reach height was more than adequate for the job in hand and the seven man basket capacity meant that

we could easily accommodate Dave Myers, a builder, cameraman, soundman and producer, as well as the truck mount operator.”

Call us on 08707 511 005P3

We have been shortlisted in a prestigious award scheme run by the Institute of Customer Service (ICS) to recognise organisations that have implemented successful customer service strategies.

We have reached the finals of the ICS Customer Commitment category of the UK Customer Satisfaction Awards 2016. The winner is due to be announced on 1 March after being judged by a panel of industry experts, business leaders and academics.

AFI shortlisted for top customer service award

Our award submission outlined how we are undertaking the biggest customer service initiative in our history and how we are committed to ‘continually raising the bar’.

AFI Customer Service Director Carlo Vinci said: “We are delighted to be shortlisted for this award amongst some of the most customer service focused businesses in the UK. Being shortlisted is recognition for the great strides the AFI group of companies have made in putting the customer at the

heart of everything we do. It will encourage our team to continue to work hard as we strive to build an enviable reputation in delivering consistent top quality service for our customers.”

We have reached the finals in two categories of the Construction News Specialists Awards for 2016 – the Access & Scaffolding Specialist of the Year award and the Training Excellence award. The winners are due to be announced on 24 February.

Our Access & Scaffolding Specialist of the Year entry focused on the significant expansion of our operations, our

...and we are in the finals of two more awardsconsiderable investment in training and health and safety, the continued development of our customer service initiative, and our major investments in our hire and delivery fleets and depot network.

In our Training Excellence award entry, we highlighted our success in gaining the Investors in People Gold standard, how our behavioural training programme has continued to reduce accident frequency rates, and the introduction of our leadership development training programme.

AFI Director Nick Selley said: “We are delighted to have been shortlisted for these prestigious awards. We are proud to have

We have presented a cheque for £5,000 to Together for Short Lives – a leading UK charity for children with life-threatening and life-limiting conditions.

Stephen Ballantyne, Director of Fundraising at Together for Short Lives, said: “We are thrilled with the donation from AFI and would like to say a huge thank you to them for supporting Together for Short Lives. The money will help us reach out to thousands of families caring for a child with a life-shortening condition; making sure they get the care and support they need.”

reached the finals alongside some of the best businesses in the industry and this is all due to the expertise and hard work of the AFI team.”

Construction News Editor Rebecca Evans said: “ The Construction News Specialists Awards continue to grow, with this year seeing a record number of companies entering. We are proud that our Specialists Awards are the only national awards recognising the achievements of specialist contractors whose hard work and innovation fuels the success of the UK construction industry.”

“We support those who help, love and care for children and young people who are unlikely to reach adulthood. We work with children’s palliative care and hospices, and a range of other services across the country to ensure that every child, young person and their family have the best possible care and support whenever and wherever they need it. From the moment of diagnosis, for whatever life holds, we help to ensure families make the most of their precious time together,” he added.

AFI makes £5,000 donation to children’s charity

AFI Director Pete Wajner said “We are delighted to have been able to make this donation to Together For Short Lives. As part of our corporate social responsibility programme we chose to support this charity because of the excellent work it carries out.”

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Online anytime, simple, easy and convenient

We have made it even easier for customers to trade with us by launching a customer web portal. The new portal gives customers real time information about aspects such as:

n Ability to order online

n Details of online orders

n Live contracts: copies of PDIs, LOLERs, hire contracts and delivery notes

n Live projects: anyone who has major projects ongoing can see all contracts relating to the project and can monitor what they have on hire

n Recent contracts and projects: machines that they have had in the last 90 days and the relevant information relating to this as per the live projects

New customer portal enables you to access live data 24/7

n Financial information, including customer spend, outstanding balances per month, invoices and statements

n KPI reports: breakdowns, credit notes and damage charges.

As part of our commitment to offering excellent customer service the new customer portal has been developed with our customers in mind. It gives you greater transparency when doing business with us and you have access to your account at a time that suits you.

To find out how to register for the customer portal, visit afi-uplift.co.uk/customerportal

Customers interested in buying special offer machines from our Resale website can now reserve a machine for 24 hours before making a commitment to purchase.

This extra time gives customers the opportunity to inspect a machine before purchasing and to get any funding in place if required.

The new feature is part of a major redesign of the AFI Resale website, afi-resale.co.uk. The website is now responsive so that it reorganises its layout and content to provide the best presentation on a variety of different media, from smart phones and tablets through to PCs.

As well as offering an easy-to-use Machine Search function, enabling you to search by machine type, power type and working height, the website now has a video link providing a 360 degree view of a ‘Featured Machine of the Month’.

Customers visiting afi-resale.co.uk can see real time information and images of Resale’s extensive range of new and used machines for sale. The website’s Finance section makes purchasing easy by offering AFI’s own range of Operating Lease, Hire Purchase, Contract Hire, Finance Lease and Outright Purchase options.

New features for AFI Resale website

We have extended our range of health and safety online training courses by adding an additional 28 courses.

For the first time, UTN Training candidates have the option of undertaking IOSH and NEBOSH approved courses online if they prefer that approach rather than taking one of our training centre based courses. We have also now added RoSPA approved health and safety courses to our online portfolio.

Candidates undertaking online IOSH and NEBOSH courses will be provided with an online tutor to guide them through the process and they will receive the same qualification as somebody attending a course at a training centre.

The online courses are a more convenient alternative to traditional methods of learning because they can be completed at a time suitable to the employee and the business, and they reduce the employee’s time away from the workplace.

To find out more about our e-learning courses go to: utntraining.co.uk/onlinecourses

More online courses

Call us on 08707 511 005P5

Online anytime, simple, easy and convenient

Wi-Fi access while you are training with usWe understand that when delegates come on one of our UTN training course they still need to keep in touch with their work by checking emails – that’s why we are now offering you complimentary Wi-Fi throughout all of our training centres.

This new service is simple, free and easy to use. Look for the Wi-Fi posters around the training centre to give you the network code. When you connect you will be taken to a page to register your details and you can then go online.

We have launched a new mobile app that makes it easier for our customers to access our online services.

Available on Apple, Android, Windows, Blackberry and Kindle platforms, the app brings our various online elements all together within one app, enabling you to carry out the following activities:

n Search for machines and training courses

n Access our customer web portal

n Book training and reserve machines to hire and buy

n View and book / reserve special offers

n Access information such as our webinars, HSEQ bulletins, videos and MEWP hire checklists

n Access contact information and AFI locations

n View our latest news

n Learn more about the AFI group of companies

n Receive notifications on late availability training places, sales offers, the latest HSEQ bulletin and news.

You can download the AFI group app from the Apple App Store, Google Play or the Windows Store.

New mobile app

We are offering customers a 15% discount on all our training centre based working at height and health and safety courses. To be eligible for the offer you must book by 31 March 2016 and attend a course at one of our 21 training centres by 30 June 2016. To take advantage of this offer call 08707 871 511 and quote New Year 15.

Special offers on training courses

Wilson Access now has a new upgraded website, wilsonaccess.co.uk. The new website offers a quick and easy navigation system for customers to find essential information about the truck and track mounted access platforms provided by Wilson.

The new site lists the company’s extensive range of access platforms for hire and provides machine specification sheets and information about the different services offered, such as how to book a free site survey. Other useful features include a live chat facility and a range of social media channels providing regular updates from the company.

New upgraded website for Wilson Access

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AFI gains Van Excellence accreditation

Aerial View is also available onlineAerial View is now available online in an easy-to-read ‘flip page’ format at: afi-group.co.uk/news.html If you prefer this option and would like to unsubscribe from the printed version, please tell us by emailing info@afi-group.co.uk

As a Fleet Operator Recognition Scheme (FORS) Gold accredited company AFI meets all the requirements of the Construction Logistics and Cycle Safety (CLOCS) scheme.

CLOCS is a nationally recognised scheme that is being adopted by a number of major contractors and construction companies. Designed to protect cyclists, it lays out requirements for traffic management both on and off construction sites for vehicles over 3.5 tonnes – so it applies to our delivery vehicles when transporting machines to sites.

Fleet operators of vehicles going onto a CLOCS site have to ensure that their transport operations meet the standard of an approved independent fleet management audit, and there are various requirements for side detection systems, reversing sensors, warning signs etc.

To demonstrate CLOCS adherence, an operator has to be accredited at FORS Bronze level, so our Gold accreditation surpasses all the requirements to allow our delivery trucks onto a CLOCS site.

CLOCS also requires that drivers have been on an awareness training course specifically aimed at vulnerable road users, e.g. the ‘Safe Urban Driving’ course.

...our delivery fleet meets all the requirements of the CLOCS scheme

AFI Director Nick Higgins said: “We are delighted to have gained this accreditation because it demonstrates our commitment to safety and customer service.”

We are pleased to report that we have gained the Freight Transport Association (FTA) Van Excellence accreditation. Van Excellence is a nationally recognised, transport industry led initiative that is designed to enhance standards of van operator compliance and celebrate operators who demonstrate excellence.

Gerry Shaw, Manager, Audit and Accreditation Process Freight Transport Association, commented to AFI: “The recognition of excellence is the cornerstone of Van Excellence and this accreditation demonstrates your organisation’s commitment to safer, more efficient and sustainable van operations. In turn, this will help your standing with customers and employees and reassure both the public and Government that van operators are addressing the issues of concern to them.”

To gain Van Excellence accreditation AFI vehicles underwent an audit which included driver and vehicle records, pre-use vehicle inspections and maintenance, safe working, load carrying, and vehicle appearance.

All our London drivers have completed an appropriate course and training is now being rolled out on a national basis so all AFI drivers will shortly have completed the course.

Some of the latest vans to join the AFI fleet.

Call us on 08707 511 005P7

We have been awarded the prestigious SafeHire certification quality mark, which is operated by Hire Association Europe (HAE) for the hire and rental industry.

To achieve the certification, we underwent a series of rigorous inspections to confirm that our operations meet stringent safety and quality criteria. The audit covered aspects such as health, safety and welfare, environmental and quality management, training, and financial controls.

Brian Parker, AFI Business Development Manager – Technical Support, said: “This is excellent news for AFI. It demonstrates that we have the necessary robust internal procedures in place backed up by documentation. This ensures we are not only meeting but exceeding the highest standard necessary for our clients.”

...and the SafeHire quality mark

“Achieving SafeHire also means that we are now approved under the Contractors Health and Safety Assessment Scheme (CHAS). This will make it easier for us to apply for work within public and private sector organisations – being CHAS approved reduces duplication

as suppliers compliance is accepted by all CHAS buyers,” he added.

Hire Association Europe Managing Director Graham Arundell said: “This certification ensures that AFI is fully committed to looking after their customers by having safe equipment available for hire. Our independent assessors have carried out a detailed examination of their operations, including a review of the servicing and testing procedures implemented to make sure that all equipment is safe before it is hired.

“They have also checked to ensure that all customers are provided with correct safety instructions. In addition, throughout the certification period, there is an ongoing assessment process to ensure that these high standards are being maintained.”

The Institute of Customer Service (ICS) has now completed its second survey of a random selection of our customers – and the survey shows that we have made excellent progress.

The survey helps organisations to understand how effective their customer service strategy is, and identifies areas for improvement.

Carlo Vinci, AFI Customer Service Director, said: “In this latest survey, our index score rose from 73.8 out of 100 to 79. This is a really good result but we will not be resting on our laurels.”

The survey gauged how satisfied our customers are across a range of benchmarking measures, including:

n Professionalism – friendliness and competence of staff, handling enquiries, ensuring that customers are valued

n Problem solving – keeping customers informed

n Timeliness – speed of service

n Ease of doing business with us

n Quality and efficiency.

“One of the customer needs highlighted by the survey is that they want more opportunities to do business online. I am pleased to report that we are meeting this need through initiatives such as our customer web portal, our new mobile app and the introduction of online ordering for machine hire, machine sales and training,” added Carlo.

“Another area of focus was the way we handle and resolve complaints. We have made good progress from the first survey but there is still more work to be done. We are actively taking measures to bring about further positive changes.”

AFI makes excellent progress in latest ICS customer survey

During November 2015 UTN Training spread the word about courses available at our Liverpool training centre by taking part in our first ever radio advertising campaign.

We placed thirty second spots on four radio stations – Radio City, Radio City 2, Radio City 3 and City Talk. Running throughout November, the commercials reached a staggering half a million listeners. The commercial was targeted at employers who want to up skill their workforce and individuals who want to improve their CVs. The campaign has been very successful, leading to an increase in course bookings at our Liverpool training centre.

AFI’s first ever radio campaign

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