RPVD Handbook

The Taxi/PHV
Drivers Handbook
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What you will need to gain a Taxi or Private Hire License
To apply for a Taxi/Private Hire Driver license you will need to submit:
(N.B. Depending on the local licensing authority. However the list below is fairly
standardised across England.)
• A FULL British/EU driving license; held for a least 1 year, prior to your application.
• A completed CRB form.
• A Driver Standards Agency Taxi Test Pass Certificate OR details of your test ap-
pointment.
• A completed medical form from your GP. (Please note that if you already have
a HGV/PSV licence a medical form is not required.)
• A completed application form for Hackney Carriage / Private Hire/Combined
Driver License.
All drivers must be licenced with the local council and hold an issued driving
badge displaying their photo, licence number and expiry date. They must
display their badge in the vehicle and wear one at all times whilst working.
What is the difference between a Taxi & a Private Hire Vehicle?
Hackney Carriage Vehicles (Taxis)
• Hackney plates display the details of the vehicle, license number, number of pas-
sengers to be carried and the expiry date of the license.
• They must display a Taxi sign on the roof.
• They can be hailed in the street.
• They operate mostly from town centre ranks.
• They do not need to be pre-booked.
• They will have a fare meter and table of fares inside the vehicle. (Metres must be
used for journeys within the borough, but you may negotiate the fare if the jour-
ney ends outside the borough.)
• The metre should always be used. Negotiated fares would not exceed the
amount that appears on the metre
• They will have an internal comment card displayed inside the vehicle. This will
indicate the vehicle licence number and expiry date.
1.

Private Hire Vehicles
• Private Hire Vehicles are normally saloon vehicles.
• They cannot be legally referred to as a Taxi.
• PHV plates display the details of the vehicle, license number, number of
passengers to be carried and the expiry date of the license.
• They have door signs displayed on the front or rear door panels, with the words
‘Advanced Bookings Only’.
• Private Hire Vehicles cannot be hailed in the street.
• They must be pre-booked by telephone, or in person by visiting the operator’s
office.
• They will have an internal comment card displayed inside the vehicle. This will
indicate the vehicle license number and expiry date.
About Taxi Driving
The job of a Taxi Driver involves picking up and dropping off passengers at given
destinations. Taxi Drivers are also responsible for taking payment for these fares,
judged by a meter that is visible in the front of the Taxi, which can be seen by both
driver and passenger as time and mileage passes.
There are two kinds of Taxi vehicle in operation:
Licensed Hackney Carriages: These meet the truest
definition of Taxi in that these can be hailed off the
street or at a Taxi Rank. They can be hailed in random
locations where people frequent, picking up their fares
as and when they are gestured to. The fares and the
geographical boundaries for Hackney Carriages are set
by the local authority. In London, Hackney Carriages
are easily identified as the famous‘Black Cabs’.
Licensed Private Hire Vehicles (PHVs): Also known
as Minicabs, these cars are not allowed to pick up
passengers from the street and cannot display a‘Taxi’
light on the roof. Instead, they can only be pre-booked by phoning or calling in at
the Minicab office which receives commission on their fares. They are often booked
to pick up fares after nights out, from the airport or train station, and even on school
runs.
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The Job
Most Taxi Drivers are self-employed and own their own vehicle. This means that they
are in charge of its maintenance, fuel, insurance, and accountancy. The job involves
customer interaction as the driver picks up passengers and determines where they
wish to go. The driver must know the shortest and cheapest route, and be capable
of handling money for the fare. It may also be necessary to help with luggage and
assist passengers with mobility difficulties.
The hours incorporate days, nights and weekends, with Friday and Saturday nights
being peak times. To earn good money it will be necessary to put in long hours.
Driver Qualities
• Friendly, polite & sociable.
• Safe & experienced driver.
• Excellent Local geographical knowledge & sense of direction.
• Calm in instances of traffic or dealing with aggressive passenger(s).
• Able to handle money.
Entry
There is no formal qualification to become a
Taxi Driver, and each local authority has its
own specifics on licensing conditions. You
may be required to take the DSA Vocational
Driving Test.
Hackney Carriage Drivers must be twenty-
one or above and have held a driving license
for twelve months. They must have no
criminal convictions in fraud, theft, violent
or sexual offences. They may have to pass a
medical test and a formal‘test of the area’, like
the‘London Knowledge Test’.
Private Hire Drivers must have been driving
for twelve months and must pass similar medical and criminal checks. Although
the age barrier differs, people under twenty-five may struggle getting the relevant
insurance.
3.

Fitness to Drive
• Drivers must be fit to drive at ALL times.
• DON’T drive when affected by alcohol, drugs or medicines.
• DON’T drive when affected by illness.
• DON’T drive when you are too tired to do so safely.
You should inform your organisation about any health issue or personal
circumstances that may affect your driving. (Your organisation may make this a
requirement). You are also legally required to inform the DVLA of any medical
condition that may affect your ability to drive safely.
Eyesight
The minimum legal eyesight standard for driving is that you can read a number
plate at a distance of twenty metres (around sixty-five feet). If you have to use
glasses or contact lenses to do this, then they must be worn when driving. It is
strongly recommended that you have your eyesight checked regularly, (at least
every two years, or more often if your Optician recommends it).
Drugs
DO NOT drive if you have taken any illegal drugs. They can affect your decision-
making and driving skills and ability, as well as your physical and mental condition
and behaviour.
Alcohol
Avoid drinking alcohol in the hours before you will be
driving (for example, at lunchtime). It can take several
hours for alcohol to be removed from your body, and
you may still be over the limit, or affected by alcohol
the morning after you have been drinking. Alcohol
impairs judgment, making drivers over-confident
and more likely to take risks. It slows their reactions,
increases stopping distances, impairs judgment of
speed and distance and affects vision. Even a small
amount, well below the legal limit, seriously affects the
ability to drive safely.
The legal drink drive limit is 80mg of alcohol per 100ml of blood.
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4% beers & ciders: Average strength beers and ciders are two-hour pints. Each pint
takes at least two hours to leave your blood stream from when you stop drinking.
5.5% beers & ciders: Stronger beers and ciders are three-hour pints.
A 250ml glass of 15% wine: Is a four-hour drink.
Drinking a bottle of 15% wine: After just three, 250ml glasses you CAN’T drive for
13 hours. (1pm the next day if you finish at midnight).
A 25ml Shot: Is a one-hour drink.
A 35ml Shot: Is a one and a half-hour drink.
A 70ml Double: Is a three-hour drink.
250ml - 330ml bottles of 5.5% beer - Bottles of this size and strength are two-hour
bottles.
Drivers with a blood alcohol concentration between fifty and eighty mg per 100ml
of blood are two to three times more likely to crash and six times more likely to be
in a fatal crash. The risk increases massively when over the limit. A driver who is
double the legal limit is fifty times more likely to be in a fatal crash.
The legal drink drive limit is 80 mg of alcohol per 100 ml of blood.
In reality it is better not to take any risks as risks can cost lives in this job.
Medicines
Check with your GP or Pharmacist whether any over-
the-counter or prescribed medicines you are taking
are likely to affect your driving (for example, by
causing drowsiness). If so, ask for an alternative that
does not, or avoid driving. Always check the label of
medicines and the Patient Information Leaflet to see
if there are any warnings. If the label says that certain
side-effects may occur, assume that they will do so.
Illness
Illness can also affect our ability to drive. We can
often be tempted to‘soldier on’, when in fact it would
be safer for everyone concerned, for us not to drive
until we are feeling better.
5.

Fatigue
Consider whether you are likely to be drowsy or sleepy while driving. Tired drivers
are more likely to crash, especially on long, monotonous journeys, and especially in
the early hours of the morning. Discuss any problems with your Manager.
Safe Speed
Drivers who travel at higher speeds have less time to identify and react to what is
happening around them. It takes them longer to stop and, if there is a crash, it is
more severe, causing greater injury to the occupants and any pedestrian or rider
they hit. Higher speeds also magnify other driver errors, such as close-following or
driving when tired or distracted, thus multiplying the chances of causing a crash.
Excessive speed contributes to 26% of collisions in which someone is killed, 18% of
crashes resulting in a serious injury and 12% of all injury collisions.
This means that around nine hundred people are killed each year on Britain’s roads
because drivers and riders travel too fast, and over six thousand are seriously
injured.
Speed Limits
Always stay within speed limits (including variable
limits and temporary limits at road works) even if
you think the limit is too low. Speed limits set the
maximum speed for that road. However, there are
many circumstances when it is not safe to drive
at that speed (for example, around schools at
opening and closing times, on busy, narrow roads,
on rural roads which are bendy and hilly and
visibility is restricted). Make sure you know the
speed limit of the roads you are using. If you are
not sure, assume the limit is lower until you see a
sign.
Distractions
Driving requires your full concentration all of the time. Trying to do something else
while driving will distract you, slow your reactions and increase the risk of crashing.
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Mobile Phones
It is illegal to use a hand held mobile phone while driving, this includes any activity
that involves holding the phone such as dialing a number or writing a text. It
can also be illegal to use a hands-free phone while driving. Depending upon the
circumstances, drivers could be charged with‘failing to have proper control of
their vehicle’, or‘careless’or‘dangerous driving’if they are distracted because they
are using a hands-free phone. Using a hands-free phone while driving, does not
significantly reduce the risks because the problems are caused mainly by the mental
distraction and divided attention of taking part in a phone conversation at the same
time as driving. It is also an offence to‘cause or permit’a driver to use a hand held
mobile phone, so your organisation should have policies to ensure their drivers do
not use a mobile phone while driving.
Other Equipment
An increasing number of vehicles are being fitted with various devices designed to
help the driver, with‘Satellite Navigation Systems’being the most common. While
these devices can, if used properly, reduce the risk of drivers crashing, they can also
increase the risk (e.g. by distracting the driver) if not used properly. If your vehicle
is provided with any technology, such as‘Sat-Nav’, ask your Manager for training in
how to use it safely. In particular, you should not adjust or operate devices while
actually driving. For example, routes in the‘Sat-Nav’should be set before the
journey starts. If it is necessary to make adjustments or to input new information,
only do so when stopped in a safe place.
Eating, Drinking, Smoking, Tuning the Radio
Many other things, that might seem simple and innocent, can be distracting when
driving. Fatal crashes can, and do, occur because a driver chose to un-wrap a sweet,
take a drink or light a cigarette while driving. Safe driving needs concentration, so
avoid unnecessary distractions.
Driver Training
Check your organisation’s policies on assessment and training. They may be able
to assist you in undertaking some refresher or further training courses. This can
take many forms, ranging from classroom sessions to in-vehicle training. Your
organisation may provide driver assessment or driver training when you start as
a volunteer, on a regular basis, after an accident or motoring conviction. Driver
training is particularly important if you are driving a vehicle, such as a Minibus, that
you do not normally drive.
7.

Dress, Appearance & Behaviour
When you are at work and particularly in a job where you meet your customers face
to face, at close quarters, it is extremely important that you present yourself well:
• Be clean and tidy.
• Dressed Smartly: Clean, polished shoes.
• Behave appropriately at all times. This is important because when you are at
work you represent your company as well as yourself.
It is all about presenting the right image to your customers; if you look the part it’s
half the battle. Your customers will look at you and watch how you behave. It will
affect their impression of the business, if it is professional, reputable etc.
If on the other hand you are unwashed, not properly groomed and dressed untidily
they will probably think the organisation is sloppy and un-professional. If this is
the impression that customers get from you that would suggest to them that the
company also wouldn’t be reliable, their vehicles are probably dirty and more likely
to break down.
Dealing with Difficulties at Work
Appearance, dress and behaviour is important and if you have any issues with
anyone else’s regard in terms of these you need to report it to your Manager or
address it politely with them (If it isn’t a big issue where they will get offended
or angry). You don’t want your own and the
organisations reputations to be affected negatively.
Opportunities for Improving Customer Care
This is where you can build upon the firm
foundations you laid by giving your customer’s such
a good first impression of you and your company.
You can do this by first of all providing consistent,
reliable customer service and meeting or exceeding
customer expectations.
Talk to and be friendly with your customers, but again don’t overstep the mark by
talking too much or by trying to be too friendly. If you watch their body language
and listen to them you will soon work out when they want to talk and when they
don’t. If you get the balance right you will develop a spirit of goodwill between your
customers and your company that bodes well for the future.
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The Positive Customer Experience
Your aim and your companies aim should always be to‘delight the customer’. If you
make them feel really good about their experience with you they’ll come back time
and time again.
Recognising Opportunities for Improvements to Customer Care
By thinking about what you like and dislike when you are a customer and listening
to what your customers/ passengers say or indeed what you hear people saying in
general will give you a good idea of what is likely to impress your customers and
give you a lead on what to focus your improvements on.
Promoting Customer Care
The development of professional relationships with your customers is really
important to you own future and the future of the organisation that you work for.
This is how you grow business. Employers would hope that the same customers ring
time and again to the extent that whenever they need transport they automatically
think of your company.
To get to this point you need to create a situation where your customers have
complete confidence in you and your organisation. To help you to do this you need
to hold certain values and practise them. These values should always include the
following:
9.
Key Values
Behaviour
Appearance
Trust
Reliability
Quality of
Service

Appearance: Means presenting both yourself and your vehicle in a clean and tidy
manner at all times.
Behaviour: Means your own and that of your colleagues.
Reliability: Means always being there at the right place, at the right time and on
time. It also means always providing a high quality service
Quality of Service: Means the whole experience, from the customer booking the
service or buying a ticket to arriving at their destination safely, comfortably and on
time.
If you demonstrate time and again that you can get everything right then your
customers will have complete trust in the service that you and your company
provides. But remember there can be no let up in this or they will walk away.
If you pay equal attention to and practise each of these values it will go a long way
to securing repeat business from your existing customers. This will also have a great
bearing on additional work as your customers spread the word.
Policies & Procedures for Customer Care
All organisations engaged in the transport of passengers
except perhaps some of the very small ones will have
policies and procedures for customer care.
Definition of Customer Service
Customer service is described as:“The ability of an
organisation to constantly and consistently give the
customer what they want and need.”
Whilst excellent customer service is defined as:“The
ability of an organisation to constantly and consistently
exceed the customer’s expectations”
In accepting this definition you have to recognise that every aspect of your business
has an impact on customer service, not just those that involve face-to-face contact.
If your organisation is going to consistently exceed its customer’s expectations it
will have to focus improvements in three areas:
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1. Customer friendly policies and processes.
Example: Provide warm comfortable waiting rooms with drinks facilities for
customers.
2. Employee commitment to customer service.
Example: Train, supervise, encourage staff to take a positive and genuine interest in
every aspect of the service you provide for your customers.
3. Ongoing dialogue with customers
Example: You must talk to your customers, listen carefully to what they say and
they’ll tell you what you need to improve. It’s important that you feed back what
they say to your manager.
Knowledge, Authority & Responsibilities
You may find that particularly with the experience of long service you may hold
quite a lot of knowledge about the company and its employees and clients which
is fine in itself but for the good of the company this knowledge must not be passed
onto others because if it gets into the wrong hands someone could use it against
your company. So, it’s not just a matter of having knowledge, it’s a case of knowing
what you can safely pass on to others and what you should not. If in doubt, always
ask your manager.
Also in your work you may be given certain responsibilities; things that you are
responsible for doing or for making sure that someone else does. You should take
these responsibilities seriously and make sure that things are done when they
should be and to the required standard. Always make sure that you do just what you
are supposed to do and check with your manager before you do anything beyond
the limits of your authority or responsibilities.
Customer Care Information
You and all your colleagues need to know what the company’s customer service
policies are, particularly those that affect the customer directly.
Such things as changes to published timetables, routes, price increases and the type
of service itself will need to be available so that customers can be informed before
the changes come into effect.
11.

Don’t assume that because you have improved or extended the range of services
you offer that your customers are aware of them. You must tell them!
Possible Situations Involving Passenger Behaviour
Doing the job at all times of the day and night you will see the whole range of
human behaviour; the best and the worst of it! As such you need to be equipped to
deal effectively with whatever is thrown at you including but not limited to:
• Verbal and/or Physical Abuse.
• Damage to Vehicle.
• Assault on Other Passengers or in Worst Circumstances Yourself.
• Interference with your Driving.
• Fighting in the Vehicle.
• Vomiting in the Vehicle.
• Fouling in the Vehicle.
• Smearing Food-stuff on the Vehicle Interior.
Courses of Action you can & are authorised to Take
There are a number of things that you can do when confronted by bad or
inappropriate behaviour. The trouble is that your first instinct might well land you
in trouble with your employer, or with the law and in the worst of all cases you
might actually put yourself or other passengers in a dangerous situation.
Approved Procedures & Guidelines
Hackney Carriage and Private Hire driving are fairly high
risk occupations because you can find yourself caught in
the best and the worst of human behaviour. Many of the
fares you are asked to carry are late at night when pubs
and clubs are closing and people in different states of
intoxication are wandering the streets.
It follows then that you need to have some knowledge
of what your company expects of you and what you are
obliged to do under local licensing laws.
Ask your company for some guidance and procedures that spell out exactly what
is expected of you and study and be aware of the requirements of the licensing
authority. You need to be prepared so that you can act immediately. At the end of
your shift you will probably need to complete an incident report describing:
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• What Happened?
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• Any Injuries or Damage Resulting from the Incident.
• What Action you Took.
• The Outcome of your Action.
• Did you call for help?
• Where the Emergency Services needed? Did you ring them? (I.e. Ambulance,
Police or Fire Brigade.)
Your Organisational & Legal Responsibilities
When an incident occurs through passengers behaving badly your employer will
expect you to assess each individual situation and by following company guidelines
and procedures decide on the right course of action and then prioritise your
actions.
Your main responsibility is for your own safety and that of all your passengers and
any member of the public who quite innocently becomes caught up in the incident
Secondly your employer would not want to see the vehicle or any other property
damaged as a result of the incident.
Licensing conditions (under which you operate if you drive a Hackney Carriage
and are plying for hire or stood at a rank) will mean that you are obliged to accept
passengers who:
• Flag you down.
• Are waiting at the rank.
However, you do have some choice in the matter as you can choose to refuse a fare
if the person(s) appears to be drunk, is abusive or just behaving badly.
Assertive & Professional
Having the ability to be assertive and remain professional in times of conflict is a
good thing so long as you don’t become too assertive. If you do you might come
over as being arrogant. Taking control of a situation in a calm, assured (assertive)
way is really an exercise in communications. A good communicator should always
be:
• Clear
• Polite
• Confident
13.

It is possible to be assertive and have each of the three qualities listed meaning
that you can take charge of a situation without causing offence to anyone involved.
Don’t forget there could be genuine well behaved passengers or even members of
the public watching and listening to everything you say and do.
Impress Them, Don’t Offend Them.
The seriousness of the situation will influence your response. For example, if you
had to decide whether to remain in the vehicle or get out. If you are out of the
vehicle be aware of possible danger of violence and make sure that you avoid this
by:
• Not standing too close to the aggressor.
• Keeping your hands in front of you so you can protect yourself.
• Staying in control of your emotions.
• Not rising to the challenge.
• Allowing the aggressor to rant and rage without being afraid.
In this type of situation you must also think about the Health & Safety of your
passengers/customers and members of the public who may be caught up in the
incident. Depending upon the circumstances if you get out of the vehicle you might
ask other passengers to remain inside the vehicle or alternatively you may ask
another driver to take them to their destination, or at least out of harms way.
Whatever you do you must communicate with them so that they know what’s
happening.
Calling for Help
If you are concerned, at all, for your own safety or that of your passengers or by-
standers then call for assistance by any practical means. Do the same if you feel
your vehicle is likely to be damaged. If you can, drive the vehicle a safe distance
away from the persons causing the trouble and then radio in for police assistance.
On the other hand, if the persons causing the trouble are in the vehicle, drive up to
a policeman on patrol or go to the nearest police station.
Emergencies & Incidents
It is important for the safety of everyone including yourself that you are aware of
the sorts of emergencies and incidents that you might have to deal with.
These can range from serious road traffic accidents, natural disasters, illness or
death, down to someone forgetting a piece of luggage.
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Actions you can take
Once you have identified, a) that there is a problem and b) what that problem is,
then you can think about a proper course of action. Clearly you need to prioritise
depending upon the seriousness of the accident or incident with the Health &
Safety of the people involved as the major priority. When deciding upon a course
of action you must always follow company guidelines and never attempt to do
anything that you don’t have the authority to do.
Accidents
If when driving your vehicle you are involved in an accident you must comply with
the legal requirement to exchange information with others involved and report the
accident to the police.
Vehicle Breakdown
This is a matter for you and your own organisation and it is expected that you would
inform your operator so that a replacement vehicle could be sent to complete the
journey for the customer. If you are a single vehicle operator then you need to have
some sort of back-up arrangement to supply a second vehicle. Breakdowns will
always occur but if you have a proper service and maintenance schedule you can
keep them to a minimum. The authority encourages
operators to allow time to carry this out.
Fires
The authority insists that you carry a specific type of fire
extinguisher in your vehicle to enable you to attempt to
limit damage to the vehicle and property if a fire starts.
Illness
Taxi Drivers are not employed as trained First Aiders and
so you are not expected to treat illness or injury. You are
expected to use your common sense and if someone
appears to be seriously ill in your vehicle drive them
straight to the hospital.
15.

Natural Disasters
Future planning for tackling natural disasters it is likely to bring into action that Taxis
will be utilised to transport people to safety in emergency situations. If a natural
disaster happens when you are driving stay calm and take the most rational sense
of action. If in doubt and it is safe to do so, radio in and ask for guidance. Follow
company policies and procedures relating to this at all times.
Theft
The authority encourages you as drivers to be vigilant as you drive around
neighbourhoods because you may see incidents and unusual events that should be
reported. By doing so you are providing a valuable service to local communities.
If anything is stolen from, you, your Taxi or another individual who is using your
service make sure that you report it to your organisation and/or the police.
Summary
The value of working partnerships with both the local licensing
authority and the communities can’t be over stated. As Taxi
Drivers, because of the shift patterns you work you are often
about late at night and early in the morning when most other
decent law abiding citizens are either at work or at home. As a
result you often see things happening that shouldn’t and are
often able to fill the police in with information that will lead to
crimes being solved.
Other partnerships involve you in looking out for local people’s
welfare, for example if you have regular elderly customers who
fail to ring you as normal you would be encouraged to call in
and see if they are alright. They may be fine but on the other hand they could be in
trouble and your action could be critical in saving lives.
Helping Passengers
Providing help to passengers is all part of the service and some passengers will
require more help or different types of help than others.
The first thing you have to do is to be able to recognise when a passenger needs
your help and then to decide on the type of help you will give. Passengers most in
need of your help will be those with special needs and disabilities.
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The Equality Act (2010)
The Equality Act (2010) Aims to protect disabled people and prevent disability
discrimination. It provides legal right for disables people in the areas of
• Employment.
• Education.
• Access to goods, services & facilities including larger private clubs & land based
transport services.
• Buying & renting land or property.
• Functions of public bodies, for example the issuing of licenses
The Equality Act also provides rights for people not to be directly discriminated
against or harassed because they have an association with a disabled person. This
can apply to a carer or parent of a disabled person. In addition, people must not be
directly discriminated against or harassed because they are wrongly perceived to be
disabled.
Disability & Disability Awareness
The Categories of Disability
The Disability Discrimination Act (1995) (with amendments) recognises that there
are over 8.5 million disabled people in the United Kingdom.
What the Law Says
The Disability Discrimination Act 1995 introduced new laws aimed at ending the
discrimination that many disabled people face. The Act gave disabled people
new rights of access to goods, facilities and services, as well as in employment and
buying or renting property. Though Taxis fall into the‘access to service category’,
Part III of the Act says any means of transport is excluded from the provisions of the
Act.
Whilst this is true you may well find that your own licensing authority makes it a
condition that you comply with the spirit of the Act when granting licenses.
The Disability Discrimination Act 1995 requires taxis to carry assistance dogs. If you
refuse to carry an assistance dog you may be fined a sum up to £1000. The only
legal way you can avoid carrying an assistance dog is if you have an exemption
license from your local licensing authority.
17.

In order to claim exemption you will have to take a medical examination to prove
that you have, for example, an allergy to dogs.
The popular view is that disabled people always use wheelchairs. This view is totally
inaccurate as only 5% of the 8.5 million use wheelchairs. That’s 425 000. That’s still a
lot but only a very small proportion of the total.
Some of these people have more than one
disability and some have disabilities that can’t be
seen. This means that in practice it’s often not so
easy for you as a Taxi Driver to recognise many
of these conditions and decide just what type of
help is required.
An experienced controller will know to ask the
right questions when someone books a taxi:“Do
you have any special needs or requirements”
is a good starting point. In this way you can often
be fore-warned that the person you are collecting will be in need of certain types of
help.
So what are the categories of disability? Under the Act a disabled person is anyone
with“a physical or mental impairment which has a substantial and long-term adverse
effect upon his/her ability to carry out normal day-to-day activities”.
Your organisation, through your actions, will have to ensure that both as an
employer and a provider of services to the public that they don’t discriminate
against disabled people. These people may be customers or employees.
To help you in this you need a clear definition of what the Act classes as disabled.
The disability could be:
• Mental
• Sensory (Sight or Hearing)
• Physical
It is not difficult to recognise that someone in a wheelchair needs help but we need
to recognise the other categories. This is not so easy and you need to be alert to the
possibility that any passenger you transport could have a disability of some sort.
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The Limits of your Ability & Responsibilities when Providing Help to Passengers
As providers of transport services to the public your organisation is not legally
bound by the Disability Discrimination Act but it would be a foolish thing to ignore
it. There is a great deal of business out there for those companies that are prepared
to go the extra mile and provide a proper service for disabled customers.
You must greet all your passengers in a polite and considerate way. Ensuring that
you respect the dignity of a disabled person when providing them with your
services be prepared to go the extra mile without being patronising.
Always offer help before it is asked for because this is a very good first step in
gaining the goodwill of your passengers.
To comply with the spirit of the Disability Discrimination Act you need to think and
plan ahead to meet the requirements of your disabled customers.
One of the obvious things to do is to provide some vehicles with wheelchair access
and ramps to assist. However, don’t forget wheelchair users account for only a small
percentage of disabled people.
Think about the way you treat disabled customers. Let them know how to request
assistance, and provide a customer complaints procedure that’s easy for them to
use.
The limits of your ability to help will depend upon the following things:
• Physical Strength.
• Ability to Communicate.
• Reading of Body Language (A Type of Communication).
• Powers of Observation (Recognising what the Disability is).
• Ability to anticipate what’s required next.
• Company Guidelines & Procedures.
Physical Strength
It is important that you understand your own physical strengths and limits if you
have to lift passengers into your Taxi or if you have to push them up ramps etc.
Remember the importance of Manual Handling and make sure that you have had
training on this before carry out any lifting.
19.

Ability to Communicate
You need to be able to communicate with all customers in some way or you won’t
know when and how to help.
Reading of Body Language
This is always important as it can tell you a lot without a word being spoken and
even if all you can read is an expression of pain or distaste when you take hold of a
passengers arm, you’ll know to stop doing it.
Powers of Observation
This means watching and listening carefully for clues that will help you to recognise
what kind of disability you’re dealing with.
Ability to Anticipate What’s Required Next
For example, if you are dropping off a wheelchair user after a trip to the
supermarket it’s no good leaving them at the kerb edge, you must take them to the
door and provide further help as requested.
Company Guidelines & Procedures
This will give you a good guide as to what your employer expects you to do in these
situations but above all the comfort, safety and
satisfaction of your passengers is the main thing.
‘Communication is Especially Important’
Many disabled people have medical conditions
that make it more difficult for them to
communicate and so you must be patient and
try extra hard to understand their individual
needs. This is not just about the exchange of
information although this is vital it’s also very
much about the way you conduct yourself whilst
you are communicating.
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Equal Opportunities
Disabled passengers have the right, by law, to travel in the same degree of safety
and comfort as any other passengers. If you offer them a lower standard of
service than other passengers because they are disabled then you will be guilty of
discrimination against them. In practice sometimes this can pose difficulties. For
example, if you arrive to pick up a fare in an ordinary Private Hire car and then, when
you get there find a wheelchair bound passenger waiting for you.
Contribute to Effective Working Relationships
The aim of your employer is to run an effective and commercially successful Taxi
business. No matter how much he or she tries this will simply not happen unless
you and your colleagues play a full part in supporting your employer in this aim.
Do this by developing effective working relationships with all your colleagues and
they with you.
What Does Effective Mean?
Effective means:‘Efficient, valuable, useful, helpful, of use.’
In terms of your everyday work:
• Treating colleagues how you like to be treated.
• Responding quickly to colleagues requests for help.
• Helping each other within the limits of your job role.
• Making the extra effort to get on with each other.
• Helping regardless of the affect upon your own work.
• Providing information that is accurate
& up-to-date.
• Helping to train new staff.
If you and your colleagues work together
effectively your employer will feel the
following benefits. The company will be
more efficient in financial terms and from
the customers point of view will appear
to be more professionally run.
If you don’t work together effectively
you’ll certainly disrupt the running of the
business.
21.

Journey Planning
It is important to plan your route before every journey. The more planning in
advance you can do, the less that unforeseen and risky circumstances will arise,
and you will be better prepared to deal with them if they do. Avoid driving in poor
conditions and check the weather forecast before you set off, especially if there has
been recent bad weather. If the reported advice is to only make essential journeys
then you should follow it. Preventing driver sleepiness is something that your
organisation can help you manage.
Accidents caused by driver fatigue are most likely to occur:
• On long journeys on monotonous roads.
• Between 2am and 6am.
• Between 2pm and 4pm.
• After having less sleep than normal.
• After drinking alcohol.
• After taking medicines which cause drowsiness.
Safe Vehicle
Vehicle defects are only involved in a small proportion of crashes. However, the
type of vehicle also has a major influence on the likelihood and severity of injuries
when there is a collision. Your organisation should have a clear rule that any vehicle
that is, or suspected to be, in an unsafe or illegal condition will not be used until all
necessary repairs have been completed. As the driver, you are also responsible for
ensuring that the vehicle you are driving is safe and legal.
Before driving any vehicle, check:
• Tyres: Undamaged (no cuts or bulges), are at the correct pressure for the number
of passengers or equipment being carried, & have enough tread depth. The legal
minimum is 1.6mm, but above 3mm gives much shorter braking distances
in the wet.
• There are no signs of vehicle damage.
• Oil, coolant & windscreen wash levels are correct (check when cold).
• You know the correct type of fuel for the vehicle.
• Brakes are working.
• Lights & indicators are working.
• Windscreen & windows are not damaged.
• Washers & wipers are working.
• Mirrors are correctly positioned.
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• All occupants are using their seat belts and head restraints are adjusted correctly.
• Loads are securely restrained.
If you are in any doubt about how to check any of the above, read the vehicle’s
handbook, and/or ask someone to show you. Ask your organisation if they provide
a pre-drive checklist. If you find any problem during the check, report it to your
Manager immediately.
Driving Position
You should be able to:
• See & reach all of the controls comfortably.
• Have a good all-round, unobstructed, visibility. (This is vital.)
• Check that your view is not obstructed unnecessarily by objects such as stickers
or devices such as Sat-Navs.
• That Sat-Navs are not placed where they might be hit and flung forwards by an
airbag.
If you are not familiar with the vehicle, check the handbook to ensure you know
what the different lights mean.
Finally, consider whether the vehicle is suitable for the task, for example:
• If carrying passengers, is there a seat belt for each occupant?
• If carrying children, is there an appropriate child seat for each child that needs
one?
• If carrying a heavy load or an animal, can you secure it safely?
Accident, Breakdown & Emergency Procedures
Your organisation should have procedures for emergencies, such as accidents or
breakdowns. It is essential that you are familiar with, and follow, these procedures, if
an emergency occurs.
In the vehicle, keep copies of:
• The emergency procedures.
• Contact details for the person(s) to whom you should report emergencies.
• Contact details of the breakdown firm your organisation uses & any reference
numbers that you may need to quote.
Make sure you have a fully charged mobile phone to summon help if necessary.
23.

Do not use the phone while driving. A summary of the main points to remember is
below. But you should always follow the procedures set down by your organisation.
Accidents
• Use hazard warning lights & switch off your engine.
• Do not move injured passengers unless they are in immediate danger of further
injury from other vehicles or from fire or explosion.
• Call the emergency services immediately: Provide them with information about
the situation, any special circumstances (for example, if carrying oxygen bottles)
& if any passengers have special needs.
• If child passengers are present, ensure an adult remains with them.
• If the emergency services are called, stay at the scene until they allow you to
leave.
• Obtain the names & addresses of all independent witnesses.
• Ensure the vehicle is roadworthy before continuing the journey.
• If there is any injury or the names of people involved are not exchanged, you
must report the accident to the Police as soon as possible or in any case within
24 hours.
Following an accident you may need to discuss the details with your Line
Manager at the next appropriate moment. This will help them ensure that any risk
assessments that they have made are relevant and up to date.
Breakdowns
• Move the vehicle off the carriageway (onto the hard shoulder on a motorway) &
switch on the hazard warning lights.
• If this is not possible, move it as far away from moving traffic possible.
• Move passengers out of the nearside of the vehicle & as far away from it and
other traffic as possible. No one should stand between the vehicle & oncoming
traffic.
• On motorways or other busy roads, passengers should be taken onto the
embankment or grass margin & as far from the traffic as is practicable.
• Keep passengers together, keep children under constant supervision.
• Telephone the emergency services, or breakdown firm, giving them accurate
details of the vehicle’s location, & whether children or passengers with mobility
problems are being carried.
• Telephone your nominated contact person to tell them what has happened.On a
motorway, use the roadside emergency telephone as this will enable the Police
to pinpoint your location.
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Smoking Legislation
This came into effect in July 200. It states that all licensed vehicles are affected by
the introduction of Governments Smoking Legislation. No person (including the
driver) is permitted to smoke in a licensed vehicle.
Seat Belt Laws
The Seat belt Law became effective from the 18th September 2006 in cars, vans and
goods vehicles. Check the advice and information at: www.childcarseats.org.uk.
RoSPA also have advice about Carrying Other People’s Children Safely, available to
download free at: www.rospa.com/roadsafety/carryingchildren/index.htm.
Who is responsible?
• The driver is responsible for self.
• The driver is responsible for every person carried under the age of 14.
• The passengers are responsible for themselves: If over 14.
• Front Seat belts MUST be worn if available.
• Correct child restraint MUST be used.
• Correct child restraint MUST be used.
• All seat belts MUST be worn if available.
• Rear seat belts MUST be worn if available.
Correct child restraint MUST be used. If one is not available in a Taxi, they may
travel unrestrained.
Carrying Children Safely
In a crash at just 30 mph, an unrestrained child would be thrown forward with a
force thirty to sixty times their body weight. They would be thrown about inside the
vehicle, injuring themselves and quite possibly seriously injuring (or even killing)
other people inside the vehicle. They are also likely to be ejected from the car
through one of the windows.
It is not safe to hold a child on your lap. In a crash, the child could be crushed
between your body and part of the car’s interior. Even if you are using a seat belt,
the child would be torn from your arms - you would not be able to hold onto them,
no matter how hard you try.
It is also dangerous to put a seat belt around yourself and a child (or around two
children).
25.

Type of Child Restraint Weight Range Approx Age Range
Rearward-facing baby seat Group 0 for babies up to
10 kgs (22 lbs)
Birth to 6 to 9 months
Rearward-facing baby seat Group 0+ for babies up to
13kg (29 lbs)
Birth to 12 to 15 months
Combination seat Group 0+ - 1
0-18 kgs (20 to 40 lbs)
Birth to 4 years
Forward-facing child seat Group 1
9-18 kgs (20 to 40 lbs)
9 months - 4 years
Booster Seat Group 2
15-25 kgs (33 to 55 lbs)
4 years to 6 years
Booster Seat Group 2 and 3
15-36 kgs (33 to 79 lbs)
4 years to 11 years
Booster Seat Group 1, 2 and 3
9-36 kgs (20 to 79 lbs)
9 months to 11 years
Booster Cushion Group 3
22-36 kgs (48 to 79 lbs)
6 to 11 years
A properly fitted child restraint keeps the child in their seat, preventing them from
being thrown about inside or ejected from, the vehicle. It also absorbs some of the
impact force. This means that your child is much less likely to be killed or injured in a
crash.
To be effective, child restraints must be fitted and used correctly. Surveys have
consistently shown that a high proportion of child restraints are incorrectly fitted,
usually for one or more of these reasons:
• Seat belt too loose.
• Seat belt not routed through child seat correctly.
• Buckle crunch (Buckle resting against part of the child seat’s frame, which means
that in a crash it might break or snap open).
• Handle on baby seat not positioned properly.
• Child seat not compatible with car.
• Child seat old and in bad condition.
• Child too large or too small for the seat they are using.
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Booster Seats
By the time children weigh 15 to 25 kgs (33 to 55 lbs) (Usually about 4 to 6 years
old, but the weight is the most important factor) they are ready to use booster
seats. This means that the adult seat belt will go around them and the seat. So it is
important that the seat belt is correctly adjusted. The basic points to note are:
• The belt should be worn as tight as possible.
• The lap belt should go over the pelvic region, from hip-bone to hip-bone, not
the stomach.
• The diagonal strap should rest over the shoulder, not the neck.
Seat Belts
Seat belts are designed for people 150 cms (about 5ft) and taller.
A child shouldn’t graduate to using the seat belt on it’s own too soon. Children are
usually big enough to use the seat belt on it’s own by the time they are about 11
years old, although this varies from child to child.
Three-point seat belts (lap and diagonal) provide greater protection than lap belts.
However, lap belts are far better than no belt at all.
The lap belt should be placed over the pelvis (from hip-bone to hip-bone), not the
stomach and worn as tight as possible.
Passenger Restraints
Some passengers with disabilities may need postural support during the journey,
and a variety of passenger restraints to assist people to remain upright in their seat
are available. Under no circumstances should they be used instead of a suitable seat
belt as they do not conform to a recognised standard nor are they designed for this
purpose.
Children up to 3 years old
In the Front Seat
• The correct child restraint MUST be used.
• It is illegal to carry a child in a rear-facing child seat in the front, which is
protected by an active frontal airbag.
27.

In the Rear Seat
• The correct child restraint MUST be used.
• In a licensed Taxi or licensed Hire Car, if a child restraint is not available then the
child may travel unrestrained in the rear. This is the only exception for children
under 3, and has been introduced for practical rather than safety reasons. You
should always think about ways to make sure that a child seat is available.
Cars
The law requires all children travelling in cars to use the correct child restraint
until they are either 135 cm in height or the age of 12 (which ever they reach first).
After this they must use an adult seat belt. It is the driver’s responsibility to ensure
that children under the age of 14 years are restrained correctly in accordance with
the law.
It is the driver’s legal responsibility to ensure that the child is correctly
restrained.
In the Front Seat: Children aged 3 and above, until they reach EITHER their 12th
birthday OR 135cm in height. The child MUST use the correct child restraint.
In the Rear Seat: The child MUST use the correct restraint, where seat belts are
fitted.
There are three exceptions where there is not a child seat available. In each case the
child MUST use the adult belt instead. These are:
1.In a licensed Taxi or Private Hire Vehicle.
2.If the child is travelling on a short distance for reason of unexpected necessity.
3.If there are two occupied child restraints in the rear which prevent the fitment of
a third.
In addition, a child 3 and over may travel unrestrained in the rear seat of a vehicle if
seat belts are not available.
Children over 1.35 metres in height, or who are 12 years old
• When in the Front Seat the adult seat belt MUST be worn.
• In the Rear Seat the adult seat belt MUST be worn.
Passengers Over 14 years old
• When travelling in the front or rear seat, an adult seat belt MUST be worn.
• It is the responsibility of the individual passenger to ensure that they are wearing
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Summary of the Seat Belt Laws for Cars, Taxis and Private Hire
Cars
Front seat Rear seat Who is
responsible?
Driver Seat belt
MUST be
worn if
available.
Driver
Children un-
der 3 years
old
Correct
child re-
straint
MUST be
used.
Correct child restraint MUST be used
If one is not available in a taxi, then
the child may travel unrestrained in
the rear
Driver
Children
aged 3 and
above, until
they reach
EITHER
their 12th
birthday OR
135cm in
height
Correct
child re-
straint
MUST be
used
Where seat belts fitted, correct child
restraint MUST be used
MUST use adult belt if the correct
child restraint is not available in three
scenarios:
• In a in a licensed Taxi or Private
Hire Vehicle
• For a short distance for reason of
unexpected necessity.
• Two occupied child restraints pre-
vent fitment of a third.
• In addition, a child 3 and over may
travel unrestrained in the rear seat
of a vehicle if seat belts are not
available
Driver
Child over
1.35 metres,
or 12 to 13
years
Seat belt
MUST be
worn if
available
Seat belt MUST be worn if available Driver
Adult pas-
sengers (i.e.
14 years and
over)
Seat belt
MUST be
worn if
available
Seat belt MUST be worn if available Passenger
29.

Maintenance
Basic car maintenance is something every car owner should know. Being able to
check the engine oil, the pressure of the tyres and the overall condition of the
brakes can save you money, and you won’t need to rely on the skills of a mechanic
to do everything. All you will need is some basic tools to do the job and of course
some time!
Engine Oil
If your engine doesn’t have the right amount of oil, it could be seriously damaged,
sometimes beyond repair.
Checking
• Check the level at least once a week, when the engine is cold and the car is on a
level surface.
• The dipstick usually sticks out from one side of the engine. On more modern cars
it may have a coloured handle: usually red, orange or yellow.
• Pull the dipstick out and wipe it clean with a rag. Return it to the full extent, pull
it out again and holding the stick horizontal, check that the oil mark is between
the upper and lower limits on the dipstick.
Topping up
• Make sure you use the right oil, and the same as what’s currently in the engine.
Your owner’s manual will contain these details.
• Find the oil filler cap - it’s usually on the top of the engine and marked‘oil’, it too
is usually coloured the same as the dipstick. Unscrew this carefully and place
to one side. Pour in a small amount of new oil and recheck the level with the
dipstick. Repeat until the level is about halfway between the maximum and
minimum marks on the dipstick.
• DO NOT EXCEED THE MAXIMUM MARK
• Oil is usually replaced at every service inspection of your car. This is usually a
maximum of 10,000 miles.
• Refer to the owners’manual for details.
Tyres
It’s dangerous to drive on tyres that are in poor condition or incorrectly inflated.
There’s a legal minimum tread depth. If you crash while driving on illegal tyres and
you’ll be in trouble with the police and your insurance company.
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Pressure
• Always check tyre pressures cold.
• Pressure is measured in pounds per square inch (psi) or bar (1bar = 15psi) and
the right amounts for your car should be listed in your owner’s manual.
• If the amount on the pressure gauge is below that mentioned in your owner’s
manual, you will need to inflate the tyre. To do this, connect a pump or an air line
on a garage forecourt and fill until the right amount is shown on the pressure
gauge.
• If you put too much air into the tyre, depress the pin in the centre of the valve to
let some out.
• Don’t forget the pressure of the spare wheel.
Tread Depth
Locate a tread wear marker; small squares found in the grooves of the tyre, and
make sure your tyre’s tread depth is higher than this. If it’s lower, your tyres need
changing. For a more accurate measure, use a tyre tread depth gauge. A minimum
tread depth of 1.6mm should be across the central three-quarters (75%) breadth
of the tyre and the entire outer circumference or any specification set down by your
local licensing authority, (3mm is recommended). Any lower and the tyres will
need changing. Look for any cuts, bulges and foreign objects (such as nails) stuck
into the tyres.
Exhaust
If the engine sounds rough or you can hear a blowing sound, the exhaust may
have a leak, have it checked.
The emissions are tested in the annual MoT test. If your car fails on either of these
tests you will need to get the problem solved by an authorised service centre.
Shock Absorbers (Dampers)
Push down on each corner of the car and then release. If the shock absorbers are
working, the corner of the vehicle will quickly settle into its normal position. If it
bounces, the shock absorber at that corner will need to be replaced.
Rust
During the MoT test the entire car will be examined for rust, especially in structural
areas.
31.

Brakes
Brakes are crucially important for safety, of course, but complicated to fix. If there’s
a problem, avoid using your car until an authorised service centre can perform
repairs and adjustments. Ask the service centre to check the overall condition of the
braking system.
• If there is a great deal of pedal movement before the brakes begin to bite, the
rear brakes may need adjusting.
• Pull on the handbrake: If it takes more than a few clicks before it will hold the car
on a hill, the cable or rear callipers / drums need inspection.
• If the pedal feels spongy and braking lacks sharpness: This is an indication of air
in the system or component seizure.
• If the brake reservoir is low: This may indicate a leak BUT more likely the pads are
nearing renewal.
• Brake fluid: Check the brake fluid level is between the minimum and maximum
points – driving with low levels of brake fluid can be dangerous.
• Brake fluid is HYGROSCOPIC (absorbs moister from the atmosphere): It should
be changed every two years.
Cooling
If it’s winter, make sure that there is sufficient anti-freeze in the cooling system.
Coolant: Ensure the tank isn’t hot, and use a cloth to remove the cap. Check the
minimum and maximum levels on the coolant tank, and fill up with water to the
halfway point. In the winter it’s a good idea to use a 50/50 mixture of water and
anti-freeze. Take care as anti-freeze can damage paintwork. This will help prevent
freezing, which could crack your car’s engine block.
Headlights
Check your lights are working. These include headlights, tail lights, brake lights,
indicator lights and fog lights. If a bulb is blown or doesn’t work, it may need
replacing. Follow the following guidelines to make sure that this is done correctly:
1.Open the bonnet & look behind the headlight.
2.Identify the faulty bulb & remove it from its holder.
3.Check your vehicle handbook for the right specification or ask an engineer to
find the right bulb before buying. It can be helpful to take the old bulb along to
ensure you buy the correct one.
4.Unscrew the old bulb & screw in the new one. Take care when touching the bulb;
a small piece of dirt or grease can ruin the bulb.
5.Ensure there are no cracks or dirt on the bulb’s seal.
6.After fitting a new bulb, switch on the lights to check they work.
32.
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Windscreen Wipers
If the wiper blades are leaving behind dirty smears or tiny scratches instead of
cleaning the windscreen, it’s time to replace them.
1.Check your vehicle handbook for the correct wiper blade size.
2.Lift the old wiper blade up away from the windscreen.
3.Slide the old blade off. You may need to release a securing tab to remove it.
4.Slide the new wiper blade onto the wiper arm by clicking it into the metal hook
of the wiper arm.
5.Lower the wiper back into place.
6.Repeat with the second wiper.
7.Test the new wipers by activating the washer control & switching them on.
You can clean your wiper blades with vinegar each week to keep them in good
condition. Give them one quick wipe with a cloth.
Screen-wash
Ensure washer fluid is filled up to the maximum mark, but take care not to overfill.
Battery
Check that your battery is charged. Battery chargers are not expensive and it is
worth giving it a boost.
Safety First
Before you even think of trying to get your car going with jump leads, you need to
follow some simple, but exceptionally important safety rules:
If you are in any doubt whatsoever about what to do then leave well alone and
get some professional help. Also check your vehicles handbook.
While there are general rules for jump starting engines, some models have very
specific procedures.
When you are getting ready to jump start your vehicle, make sure you keep all metal
objects away from the battery as this could create unnecessary sparks and could, in
some circumstances, explode the battery. Also be careful of watches, rings, tools or
stray wires
33.

Don’t try to jump start a battery that looks damaged as this could be very
dangerous. Make sure you check the flat battery thoroughly for damage and avoid
smoking and naked flames.
Using Jump Leads
• Make sure the batteries are the same voltage before you connect the leads and
make sure that the vehicles are parked with their handbrakes on and ignitions
off. Also, make sure they are not touching as this can cause sparks.
• Connect the positive terminal on the‘good’car to the positive terminal on the
bad (flat battery) car, using the live (red) lead before the earth.
• Attach the black, earth lead to the negative terminal on the good car and then
to a suitable earthing point on the bad car, such as the engine block or chassis,
rather than the negative battery terminal of the ailing car (this protects the
electronics).
• Once you have connected the leads, wait a few minutes before starting either
engine.
• Start the engine of the good car and allow it to run for a minute then, with it still
running, start the engine of the other car and leave both running at a fast idle for
ten minutes.
• Don’t remove the jump leads while the engines are running as this can damage
the electronics on both cars.
• If the jump leads get hot, switch off both engines and allow the leads to cool
down.
• Turn the ignition off on both cars and then disconnect the leads carefully in the
reverse order. Be careful not to touch the clips against each other or against the
car bodywork
• As a final check, you should try starting the car that had the flat battery. If it won’t
start, then it may well have a more serious problem that will need the help of a
mechanic or garage.
Valeting (Secrets of the Experts)
• A can of upholstery foam cleaner is excellent to keep in the boot of the car, as
a general purpose, clean. If you have a spillage in the car you can clean it up
there and then, or else, you can prevent making your upholstery dirty by using
it to wash your hands. Although it is not a very powerful cleaner, it is enough to
clean greasy hands from takeaway’s or clean up after changing a spare wheel.
You can do just about anything with it from cleaning dust from your dashboard
to removing birds mess from the outside of your car. It’s also good for removing
grubby marks from clothing in an emergency. But its best use is if somebody is
sick in your car. It will not spread the contamination and it will mask the smell.
34.
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34.
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• Normally most people would advise against using household products on your
car, especially those from the kitchen, but with your car’s interior there are lots
of products that do work. For example, sprinkling bicarbonate of soda on your
carpets an hour before you vacuum will help rid your car of stale smells. It’s
probably best not to put anything on your seats, instead wiping them with a
damp, leather or micro-fibre cloth removes most dirt.
• Most plastic surfaces are best washed with a damp cloth and warm soapy water.
However, it is very important that the cloth is just DAMP and not wet when
cleaning your dashboard. Many cars have sensitive electronics, anything from
computers which control air-bags to switches for your windows, none of which
respond well to water. A single droplet of water in the wrong place could end up
costing you thousands of pounds! For this reason it is important never to spray
anything directly onto your dashboard. Furniture polishes such as Pledge works
as well as most Automotive plastic dressings, just be sure to spray it onto a cloth
and don’t spray directly.
• You can Vacuum hard to reach places if you get yourself a length of hose pipe.
All you need to is to tape the hosepipe inside the nozzle of the vacuum cleaner.
This narrow extension not only enables you to get into those hard to reach areas
down the side of the centre console, but it actually has more suction.
• White vinegar will remove calcium deposits which cause unsightly water stains
on your cars windows and mirrors.
• Don’t wax polish the windscreen and this can cause smearing.
• Carry a box of baby wipes (wet wipes) in the boot of your car. Don’t leave them in
the sun or they will dry out, but in the boot they will be fine. They are inexpensive
and supermarkets often have deals on them. They can be used for wiping bird’s
mess from the car’s paintwork and for wiping sticky fingers. They are also great
for wiping over the dashboard when it’s dusty.
• When using a pressure washer, never allow the nozzle to get closer that 4”to
the surface you are cleaning. A pressure washer won’t get all the dirt off, so you
shouldn’t even try, instead use it to get the grit off, then use a wash mitt and
soapy water to agitate the remaining dirt. Once you have loosened it with the
mitt, it should then all blast off with the pressure washer.
Valet’s: Step by Step Car Valeting
Cleaning the Car Interior
• Remove all litter.
• Remove any personal objects.
• Vacuum the carpets and the seats thoroughly.
• Make sure you look in the boot and remove any rubbish and vacuum out.
• When you have finished the vacuuming it’s time to valet the seats.
• First spray the seats with upholstery cleaner.
35.

• Then, using a small scrubbing brush or interior sponge, work the cleaner into the
upholstery.
• Remove the dirty water with a water extraction machine.
• Any excess water that is situated in difficult to get to places should be moped up
with a micro-fibre cloth.
• Clean any door panels that have fabric inserts at the same time.
• Clean the headlining with Interior liquid cleaner or Interior Foam Cleaner. (This
product spray’s on a thick foam that dissolves dirt and grime away.)
• Clean any Leather upholstery with Leather Cleaner, This product cleans feeds and
protects all leather. Simply rub on and polish off with a clean soft cloth.
• Cleaning the dash, centre consol and plastic or vinyl door panels is easy, simply
wipe over with an interior cleaner spray then polish the dash & trim with a vinyl
polish dressing.
Cleaning the Engine
• Pay attention and keep away from the electrical components.
• Leave the engine running as the heat helps to keep the engine dry.
• Using a quality degreaser, either spray on or use a paint brush to agitate the
worst areas.
• You will also need a strong cleaning agent, such as Traffic Film Remover (TFR.).
• Spray the TFR over the engine and allow to soak into the grease and oil.
• Then wash off the TFR and the dirt will go with it.
• You can use a hot water steamer but a cold one works perfectly well, it’s just
takes a bit more time.
• Wash off the engine and allow to dry keep the engine running to promote
drying.
• Finally you can finish off with an Engine Lacquer once the engine has cooled
down. Or use WD40 penetrating oil if required, to finish off.
Washing the Car
• Before washing the vehicle, clean the doors and boot openings, either with a
sponge or paint brush.
• For alloy wheels use an acid Alloy wheel cleaner if they are heavily covered in
brake dust or have baked on dirt, but be very careful not to leave it on the wheel
too long as it might mark the alloy. Non-acid cleaners are also available.
• Spray the alloy wheel cleaner onto the wheel, or put some of the cleaner in a
small pot and use a paint brush to work into difficult areas. Old toothbrushes are
handy to reach difficult areas.
• Use a power washer to spray the vehicle, including the wheel arches, with a non-
caustic Traffic Film Remover to loosen up the dirt.
36.
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• Then hand wash the vehicle with a car shampoo. There are many different types
available depending on what of finish you want to achieve. The best, is Wash
& Wax, it leaves a protective wax shine to your car’s paintwork with no need to
polish, simply shammy off.
• If you are going to polish the car you can use an ordinary car shampoo. Finally
rinse off the car with your power washer. Dry off the car using synthetic leather.
Polishing the Paintwork
When the car is dry you can apply the polishes to the
exterior. Body polish is a matter of choice, and depends
on the type of paintwork the car has that is been
valeted. Premium polish is an all round polish that is
suitable for all types of body work. Apply the polish
to the car with a polishing sponge or soft cloth in a
circular movement, leave to dry, and then remove with
a circular movement with a clean soft cotton cloth.
Clean the glass on both the inside and outside of the
vehicle as well as the door and rear view mirrors. Don’t
forget the area that sits in the rubbers. A low dusting Glass polish or a Solvent glass
solution can be used.
Exterior Trims & Tyres
With the bodywork finished you can move onto the bumpers and other vinyl trims.
• Use Vinyl polish or Vinyl Gel rubber, plastic bumper conditioner on these and it
will bring back the original colour.
• Then you can do the tyres with the Rubber cleaner tyre dressing or Vinyl Gel
dressing.
• You can either spray the Rubber dressing over the tyre, or use a paint brush and
paint it on. The Vinyl Gel can only be put on with a brush as it is a thicker solution.
• Putting an air freshener into the vehicle is a good idea.
• Any lasting lingering odours should be treated with a de-odouriser. These come
in several fragrances, to leave a long lasting fresh fragrance.
Car Survival Kit
The chances of being trapped in a snow drift for several days are pretty slim in
Britain, but a car survival kit can help protect your car.
37.

Theft Prevention
Hundreds of thousands of cars are stolen or broken into each year. There are some
simple steps you can take to make sure you’re not the next victim:
• Make sure you keep valuables out of sight when your car is unattended.
• Always close and lock doors, boot and sunroof. If it hasn’t already got one, fit an
alarm and immobiliser.
• Have the windows and windscreen etched with your car’s registration number.
• Try to leave your car in the most visible location, especially if it’s staying there
overnight.
• If your car is fitted with alloy wheels, replace one nut on each wheel with a
locking version that needs a special adapter to remove.
• Under the bonnet there should be a small metal plate bearing the vehicle
identification number (VIN). Make sure it’s visible.
The V5 has been replaced by the V5C Registration Certificate (or‘logbook’), which
can be recognised by its bright red front cover page. New V5Cs are issued to anyone
who has taxed their vehicle (using the V11 renewal reminder form), or declared it on
a‘Statutory Off Road Notification (SORN)’form or has registered a vehicle in a new
name.
Failure to have a V5C Registration Certificate could make selling your vehicle
difficult, and dealers or private buyers may refuse to purchase your vehicle without
one.
For more information on the new V5C Registration Certificate, visit the DVLA
website at dvla.gov.uk or contact them on 0870 240 0010.
MoT
The MoT scheme is now done on computer to protect motorists from fraudsters
and improve general test standards. You can check the MoT status of any vehicle
you own, or are considering buying by contacting the Vehicle & Operator Services
Agency 0870 330 0444 or vosa.gov.uk.
Manual Handling
STEP 1
Think about all the activities in your workplace which involve staff moving materials
and assess whether such manual handling is really necessary, for example could you
use lifting aids such as trolleys, lift trucks, hoists, chutes or roll cages?
38.
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38.
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STEP 2
If you can’t avoid manual handling, then you need to assess the risks associated
with each task involving movement of materials, considering steps 3 - 7 below.
STEP 3: Think about the load
If it is heavy: Consider breaking it up or ordering smaller packages?
If it is difficult to grasp or could shift during carrying consider placing the load in a
container for carrying or binding it together before moving.
If it is awkward consider using another person to assist, or the use of a trolley.
STEP 4: Think about the task
If it involves twisting, stooping or reaching consider rearranging the storage
facilities by providing more space or shelving or reorganising shelves so that the
heaviest items are kept at a height between mid thigh and mid-chest. Consider also
the use of stepladders or platforms for access to higher shelves.
If it involves long distance carrying consider rearranging the layout of the workplace
to minimise travel by arranging delivery and storage to be as near as possible to the
point of use or consider using a trolley or powered truck.
STEP 5: Think about the working
environment
Remove any obstructions in the areas
where people need to carry materials and
ensure that there are no tripping hazards.
Ensure that lighting levels are adequate.
If there are steps or ramps consider use of
more than one person or the use of chutes,
hoists, or conveyors.
STEP 6: Think about the physical
capability of your staff
Ensure the staff you are asking to handle materials are capable of doing so. Consider
those who are pregnant, or who have a physical weakness.
Train all staff in the safe lifting technique and in the safe procedures you have
identified for moving materials.
Instruct staff on the correct clothing and footwear to use.
Provide protective shoes, hats and gloves where necessary.
39.

STEP 7: The Safe Lifting Technique
Remember to assess any new manual handling tasks.
1. Stop & Think
• Do I need help?
• Where is the load going?
• Are there any aids to help me?
2. The Lift
• Feet apart.
• Leading leg forward.
• Bend the knees.
• Lift in stages.
• Keep back straight.
• Keep load close to body.
• Lean forward a little for good grip.
• Keep shoulders level.
• Get a firm grip.
• Put down first, then adjust.
3. Don’t
• Jerk.
• Overstretch.
• Twist.
• Lift loads which are too heavy.
For Further Information refer to:
Manual Handling - Solutions You Can Handle.
Health & Safety Executive: ISBN 0-7 176-0693-7
Risk Assessment
HAZARD: Means anything that can cause harm.
RISK: Is the chance that someone will be harmed by the HAZARD
A risk assessment is a careful examination of what, in the workplace could cause
harm. The aim is to ensure whether enough has been done and precautions taken
to prevent harm. The important factor is to decide whether a HAZARD is significant
and whether it is covered by satisfactory precautions so that the RISK level is
SMALL. 40.
ZARD
he workplace could c
n done and precautio
e whether a HAZARD
cautions so that the RISK
d cause
ions taken
D is significant
K level is
40.

The following are the 5 Steps to follow. (Taken from the HSE website is the
document guide:“5 Steps to Risk Assessment”):
1.Look for the Hazards.
2.Decide who might be harmed & how.
3.Evaluate the risks & decide whether existing precautions are adequate or
whether more should be done.
4.Record your findings.
5.Review your assessment & revise if necessary.
Resources
Driving for Work
A series of RoSPA Guides about many of the aspects covered in this booklet, and
sample policies for organisations’to put into practice.
http://www.rospa.com/roadsafety/resources/employers.htm
Managing Occupational Road Risk (MORR™): The RoSPA Guide (£25) The
RoSPA guide explores the issue of MORR in depth, and is an invaluable tool for
organisations. It explains how to put the people, policies and procedures in place to
successfully manage occupational road risk.
http://www.rospa.com/morr/information/morr_guide.htm
Other Resources
A full list of other MORR advice can be found on the Occupational Road Safety
Alliance website.
http://www.orsa.org.uk/resources/list.htm
The Highway Code
Make sure that you are familiar with the Highway Code, which
contains frequently updated advice on traffic law and how to
stay safe on the roads.
http://www.highwaycode.gov.uk
41.

NOTES
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Pathway Group
Fairgate house, 205 Kings Road, Tyseley, Birmingham B11 2AA
Tel: 0800 955 0870 / 0121 707 0550
Email: info@pathwaygroup.co.uk
Web: www.pathwaygroup.co.uk
Pathway Groupputting you first

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