Hero Awards

CONFERENCE 2017 Courage and convictions During Conference, CTSI was honoured to give out 10 Hero Awards to remarkable officers, volunteers and members of the public Elsie Derbyshire Geraldine and Lorene Maclaine Walker Christine Farrow and David Turner Chris Smith University of Bournemouth’s National Centre for Post-Qualifying Social Work Leon Blake From left: CTSI Council chair Sara Barry, Hero Award recipients Elsie Derbyshire and Lorene Walker, Bolton Trading Standards officer Liam Kelly, councillor Nick Peel, and consumer campaigner Lynn Faulds Wood Three women – who, despite intimidation by a rogue trader, stuck with Bolton Trading Standards to have him successfully prosecuted – have each received a CTSI Hero Award. Elsie Derbyshire, Lorene Walker and (Florence) Sylvia Hardman, along with other elderly residents in their street, were targeted by a rogue trader who used misleading and aggressive practices to get them to pay to have driveways relaid. The work – which most of the residents did not want done – was of poor quality, and one woman’s driveway was left unusable after being dug up. In another case, the trader removed steps to a victim’s front door, making access very dif cult because she struggles with her mobility. Several residents agreed to give witness statements. However, Derbyshire, Walker and Hardman were the only ones able to nd the physical and mental strength to attend the ve court hearings, and see the case through to the end. This was despite intimidation from the trader, which led to bail conditions being set. Thanks to their tenacity, these three heroines helped bring the trader to justice. He was given a 12-week prison sentence, suspended for two years, ordered to carry out 120 hours of unpaid work and 10 days of rehabilitation activity, and told to pay costs and compensation of £1,200. Leon Livermore, CTSI chief executive, said: ‘These women showed incredible bravery and determination in seeing justice done – not just for themselves, but for others who had suffered as a result of this trader. We are incredibly grateful to them.’ To share this page, You might also like click on in the toolbar Heroes and villains – July 2016 Click images above to read more CTSI Hero Awards In this feature l rogue traders l scam prevention l standing up for vulnerable citizens Champions, one and all CTSI wishes to congratulate all those who were highly commended for their actions. Well done to: Syeda Aaminah, volunteer at Community Champions; Laura Bennett and the Derbyshire Scam Watch team; Angela Cawthra, debt and benefits advice worker, West Yorkshire Trading Standards; Dudley Trading Standards; Carl Hitchings, trading standards officer, Devon, Somerset and Torbay Trading Standards; Gareth Lewis, dementia support worker, Alzheimer’s Society Cymru; Stuart Phillips, BWY Canine; Step Change volunteers, Anglesey; and 5th Tilehurst Guides, Reading. Credits Images: Sam Atkins Elsie Derbyshire Geraldine and Lorene Maclaine Walker Christine Farrow and David Turner Chris Smith University of Bournemouth’s National Centre for Post-Qualifying Social Work Leon Blake From left: CTSI Council chair Sara Barry, Hero Award winner Geraldine Maclaine, Redbridge Trading Standards and licensing manager Ed Chaplin, and consumer champion Lynn Faulds Wood Volunteer Geraldine Maclaine has been presented with a CTSI Hero Award for her work leading the Old Protection Scheme in Redbridge. The project – supported by Age UK, Victim Support, Meals on Wheels and the police – has advised hundreds of vulnerable people on personal security, enabling them to continue living in their own homes. It is also credited with reducing doorstep crime. Maclaine was inspired to start the initiative in 2011, after visiting the victims of crimes and hearing about the devastating effect of scams. She helps raise awareness of how to identify scammers and advises people on ways they can protect themselves. She also writes up in-depth reports of her visits to victims of bogus callers, which are forwarded to her local trading standards service. Ed Chaplin, Redbridge Trading Standards and licensing manager, nominated Maclaine. ‘She is an enormous asset in dealing with the cold-caller problem,’ he said. ‘She works tirelessly – investing countless hours – to give essential advice to the old and vulnerable.’ Leon Livermore, CTSI chief executive, said: ‘Maclaine used her compassion and initiative to realise her vision of a better-protected environment for those who need it most. By working with trading standards and local agencies, she has helped to make a real difference to people’s lives.’ Click images above to read more Elsie Derbyshire Geraldine and Lorene Maclaine Walker Christine Farrow and David Turner Chris Smith University of Bournemouth’s National Centre for Post-Qualifying Social Work Leon Blake David Turner and Christine Farrow collect their Hero Awards for their work developing a new banking protocol to help protect consumers Havering Trading Standards of cer David Turner, and fraud prevention manager with Financial Fraud Action UK Christine Farrow, have each received a CTSI Hero Award, in recognition of their work developing a new banking protocol. The ‘Havering Model’ was devised by Turner and is designed to help people who are being ripped off by doorstep criminals. It works by training bank staff to look out for unusual customer behaviour and to tactfully ask questions about the reason for a large withdrawal. Bank staff can summon swift police support by dialling 999 and disclosing a password – as they did when a 95-year-old man in Twickenham tried to withdraw £3,000 for house repairs. The pensioner had been driven to the bank by a rogue builder, who was arrested as he waited in his car. Farrow was among the rst to recognise the potential of the Havering Model and was responsible for securing agreement from the Metropolitan Police to treat the incidents as emergencies. She also helped to bring all the major nancial institutions on board with the scheme. Havering Trading Standards started working on the project in 2011, but it was not until 2016 – when the Home Of ce launched the Joint Fraud Taskforce, to promote the bene ts of police, trading standards and nancial institutions working together – that it gathered momentum under Farrow’s leadership. In its rst four months, the protocol helped save vulnerable pensioners £1m and enabled the Metropolitan Police to make 14 arrests. Turner has personally dealt with 12 cases that were agged as a result of his system in the past year. Leon Livermore, CTSI chief executive, said: ‘Turner didn’t just come up with a great idea – he had the passion to see it through to fruition. Farrow’s determination to get this initiative moving, and her refusal to take no for an answer, is an inspiration to many of us in the consumer protection eld. Without their tireless efforts to bring trading standards, the police, social services and the banks together, this project would never have got off the ground.’ The protocol is now expected to be rolled out nationally. Click images above to read more Elsie Derbyshire Geraldine and Lorene Maclaine Walker Christine Farrow and David Turner Chris Smith University of Bournemouth’s National Centre for Post-Qualifying Social Work Leon Blake Chris Smith receiving his Hero Award from CTSI Council chair Sara Barry Chris Smith, the owner of Black Swan Taxis, in Dawlish, Devon, was awarded a CTSI Hero Award after Devon, Somerset and Torbay Trading Standards nominated him for his ‘outstanding contribution to consumer protection’. Smith intervened to prevent doorstep traders from ripping off an elderly couple, after the gang demanded £700 for cutting down a tree – a job for which they had originally quoted £170. The couple didn’t have the money at home, so they called Black Swan Taxis to take them to the bank. Once in the taxi, the customer told Smith she had to withdraw more money because the traders had upped the price by more than 300 per cent. Smith decided not to go to the bank and persuaded her to call the police. He was worried about her husband, who had stayed behind with the workmen, so he offered to come back and wait until the police – and trading standards of cers – arrived. Of cers told the traders the contract was unenforceable and they were asked to leave. Smith said: ‘I am very proud to receive this award, but it was always about helping a vulnerable couple who felt threatened, and preventing them from losing a considerable amount of their savings.’ Leon Livermore, CTSI chief executive, said: ‘Smith showed exceptional bravery and stood his ground. We do not encourage people to put themselves in harm’s way, but, nevertheless, he is a worthy winner of a Hero Award.’ Click images above to read more Elsie Derbyshire Geraldine and Lorene Maclaine Walker Christine Farrow and David Turner Chris Smith University of Bournemouth’s National Centre for Post-Qualifying Social Work Leon Blake Hero Award winner Leon Blake with CTSI Council chair Sara Barry Leon Blake and Alison Reeves were given CTSI Hero Awards for their courage in sharing their personal stories to save lives. Sandwell Trading Standards and Public Health have produced hard-hitting DVDs – based on real-life stories – to raise awareness of the impact of underage sales. The DVDs are used as a training aid for businesses primarily, but have also been employed in schools and parenting clubs. Blake courageously stepped forward to be featured in the alcohol DVD, speaking about the impact of drink on his life. He recounted how he lost his driving licence, his job and, eventually, contact with his daughter. At the end of the DVD, Blake delivers a very powerful message when he admits: ‘I went from having everything to losing everything.’ Reeves bravely agreed to be featured in the tobacco DVD, to share the story of her late ancé. He started smoking at 13, was diagnosed with lung cancer on 24 August 2014, and died on 8 October 2014 – just two days before their wedding. Reeves’ view is very clear: ‘If retailers are knowingly selling tobacco to young people, then they are just as bad as drug dealers.’ The pair told their stories because they wanted to help others avoid the heartache that they have suffered. Sadly, Reeves died last year – not long after making the DVD – so her daughter accepted the award on her behalf. Leon Livermore, CTSI chief executive, said: ‘It takes real courage to share personal stories. By doing so, Reeves and Blake are helping to show the human cost of young addiction, and the importance of preventing underage sales.’ Click images above to read more Elsie Derbyshire Geraldine and Lorene Maclaine Walker Christine Farrow and David Turner Chris Smith University of Bournemouth’s National Centre for Post-Qualifying Social Work Leon Blake From left: CTSI Council chair Sara Barry, the University of Bournemouth National Centre for Post-Qualifying Social Work team – Dr Sally Lee, Dr Lee-Ann Fenge and Professor Keith Brown – and consumer champion Lynn Faulds Wood The University of Bournemouth National Centre for Post-Qualifying Social Work (NCPQSW) received a CTSI Hero Award for its signi cant contribution to understanding the relationship between adult social care and trading standards enforcement. The university has highlighted a need to reach out to organisations across the consumer-protection landscape, to understand better the shared challenges of shielding people from scams – especially as elderly, isolated and vulnerable individuals are a growing part of our communities. By contributing its research expertise, the NCPQSW team has delivered a detailed snapshot of the current thinking on protecting vulnerable dults from scamming. It has also made recommendations to local and central government on how preventative measures can help improve the outcomes for consumers. The team is committed to working on more detailed work in the future, to understand the challenges caused by scammers to vulnerable individuals. Working in partnership with the trading standards profession – especially the National Trading Standards Scams Team and CTSI – NCPQSW has published practical policy requirements for government and for businesses that interact with vulnerable consumers. These were championed in government working groups and at a reception in the House of Commons by NCPQSW – and, in particular, by the centre’s director, Professor Keith Brown – earlier this year. Leon Livermore, CTSI chief executive, said: ‘It is an honour to present a Hero Award to NCPQSW, and we are proud to work with them to raise awareness of the impact of scams.’ Click images above to read more