Agenda item

To provide Members with an analysis of service requests received by Brent and Harrow Trading Standards Service which will assist further to help identify where the Service’s resources should be deployed to achieve the biggest impact.

The Senior Enforcement Officer presented a report on the analysis of service requests received by Brent and Harrow Trading Standards from 1st April 2023 to 31st March 2024. The report provided an overview of the types and volume of complaints and highlighted areas where resources should be focused to have the greatest impact.

A total of 4,397 service requests were received during the period. Most complaints (85.3%) came via the Citizens Advice Consumer Service, with the remainder coming from statutory bodies, businesses, officers, and councillors.

The types of goods and services complained about were grouped into 68 categories. The highest number of complaints concerned used vehicles (610 complaints) and building/renovation services (482 complaints). Substandard services and defective goods were the most reported breaches, often linked to these two categories.

Regarding complaints by location, the NW10 postcode (Brent) and HA1 postcode (Harrow) had the highest number of complaints against businesses. Prioritisation was discussed, noting that only the most serious complaints were investigated due to resource constraints.

The board was informed that used vehicles and building/renovation services would continue to be the most frequently reported issues. Additionally, the rise in complaints concerning locksmith services in Harrow was noted as an emerging trend.

In conclusion, the service will continue to target hotspot areas and the most complained-about businesses, aiming to raise compliance and reduce complaints. There will also be efforts to raise public awareness of consumer rights and to work with other council departments to address anti-social behaviour linked to certain businesses.

The following questions were asked by the Members of the Board in response to the update provided:

The Board enquired about the difference in complaints between Brent and Harrow, noting a higher proportion of complaints from Harrow residents compared to Brent. The Senior Enforcement Officer advised that this was only the second year of gathering this type of data. A clearer comparison could be provided in the future as trends are further analysed.

The Board highlighted a discrepancy in the report on page 29, where it mentioned February as having the highest demand for Harrow. However, data showed May had higher complaints. The Senior Enforcement Officer acknowledged the error and confirmed that May indeed had the highest demand, noting the need for further analysis to identify trends and seasonal fluctuations in complaints.

The Board raised a concern about used vehicle sales in hotspot areas, such as car parks near train stations, and asked how Trading Standards and the Council could take action in such locations. The Senior Enforcement Officer explained that they often collaborate with businesses for CCTV footage to aid investigations. He also suggested the need for public education on buying used vehicles, particularly around conducting checks such as HPI reports and ensuring sellers’ credentials match vehicle details. Additionally, they would consider publicising areas that are prone to fraudulent vehicle sales.

The Board Member provided an example from his ward, where a specific location was notorious for vehicle crime. He suggested a "name and shame" approach for businesses that attract such criminal activity. The Senior Enforcement Officer acknowledged the suggestion, stating that any public warnings would need to go through the proper legal channels. They also noted the possibility of working with primary authorities to raise awareness of crime at specific businesses.

Board Members enquired about the scale of the problem in Brent and Harrow compared to other boroughs or on a national level. The Senior Enforcement Officer responded that, while some national data is available through the Association of Chief Trading Standards Officers, most local authorities do not analyse complaints in the same detail. Comparative data with neighbouring boroughs would be reviewed and presented in future reports. The Chair clarified that some boroughs, like Westminster, have more businesses than residents, which can skew complaint data. Comparable data from outer London residential boroughs would offer a more accurate reflection of trends.

The Board endorsed the recommendations and noted the report.

The Chair thanked the team for their hard work in complying the report and their ongoing work.