Frequently Asked Questions

We get asked many questions by our customers, so we have compiled a list of frequently asked questions. Please click on the questions below to reveal the answer. If you can't find the information that you are looking for then please do not hesitate to call us on 01733 370 808 or drop us an email.

Transport/Courier/Fleet

• Q. If I phone for a quote for a courier job, how long will I have to wait for a response?

Answer:
If you call for a quote our trained transport team will be able to provide you with an immediate quote over the phone without any delay. This can be backed up with a written quote via email or fax, as required.

• Q. Can you provide full traceability of the load from collection to delivery point?

Answer:
Yes, all vehicles are fitted with modern temperature data logger equipment and all drivers are trained in their use. If the goods have been held at our cold store facility overnight or for a longer period we are also able to provide temperature logs for this period as well.

• Q. If I require a courier at very short notice can Chiltern help me?

Answer:
Yes, we are able to handle short notice emergency loads at any time of the day or night, as our drivers are on call 24 hours a day, 7 days a week.

Response times are kept to a minimum as our courier drivers take their vehicles home with them at the end of the day. This removes the requirement for the drivers to report to Peterborough before hand and they can be on the road within 20 minutes.

• Q. How are your fleet vehicles maintained?

Answer:
All Chiltern vehicles are regularly maintained and serviced according to the manufacturers recommended intervals and by the manufacturers own dealerships. Through the nationwide dealer networks we have full support anywhere in the UK and mainland Europe in the event of breakdowns.

Ancillary equipment such as refrigeration units, tail lifts & temperature data loggers are serviced, tested and calibrated as per the manufacturers recommended intervals.

Chiltern also have a policy to replace all vehicles before the end of their third year to ensure we have the reliability of a modern well maintained fleet providing us with the minimum of downtime and disruption to our service levels.

• Q. Does Chiltern take steps to consider the environmental impact of its transport fleet?

Answer:
Yes, Chiltern has invested greatly in route planning software able to identify the most fuel efficient routes in the UK and mainland Europe in an effort to reduce CO² emissions.

All vehicles are fitted with satellite tracking which enables us to monitor the vehicle movements ensuring drivers keep to designated pre planned routes. However this also offers the ability to alter routes whilst in transit to avoid traffic delays and road closure in the most efficient way.

By replacing our fleet on a regular basis we also ensure compliance with all Euro V emissions levels. Synthetic engine oils are used to extend required oil drain off periods as recommended by manufacturers.

A driver training programme is also in place to reduce accident rates and energy consumption, with drivers continuously monitored on their individual MPG performance.

All contracted suppliers maintaining the fleet vehicles and any ancillary equipment are also audited to ensure their compliance with environmental best practice when it comes to the disposal of exchanged parts, oils & lubricants.

Goods In - Inspection Control

• Q. How does the company ensure the quality of goods being delivered into store?

Answer:
Upon arrival at Chiltern all delivery vehicles are checked to ensure they are clean, free from odours that could cause taint and free from any potential contaminate.

All deliveries are off loaded and inspected in the enclosed loading bay.

Product temperature checks are taken from the back, middle and front of the load. The receipted goods target temperature are 0 to + 3°C for chilled goods and -18°C or below for frozen.

A goods receipt form is completed recording the following:

• Customers product code
• Use by date
• Quantity
• Product description
• Unique pallet number
• Any damage
• Outer packaging clean and dry

Goods are moved into the chill or frozen chamber and located in pallet positions within the racked arrangement.

All information will then be entered into the computerised stock control system.

If a delivery does not meet one or more of the above criteria at any point the customer/owner of the goods is contacted immediately and advice sought as to whether to accept or reject all or part of the delivery.

• Q. Are goods for despatch checked for quality prior to being despatched?

Answer:
All collecting vehicles are inspected prior to loading to ensure they are clean, free from odours that could cause taint and free from any potential contaminates. The state of the vehicle is then recorded on the dispatch paperwork.

If the vehicle is considered unsuitable for loading the customer/owner of the goods is contacted immediately and advice sought on what action to take.

Products are loaded quickly and taken directly from the chamber and placed onto the vehicle to prevent temperature abuse, all carried out on a sealed loading bay.

All products are inspected upon loading to ensure they are:

• Correctly coded
• Within the appropriate depot life and shelf life requirements
• Correct quantity
• Safely stacked or palletised
• The correct temperature

Food Safety Management

• Q. How does the company control pests?

Answer:
Pest control is carried out by a BPCA company, Green Compliance Group.

The service includes a monthly inspection using modern bar coded scanning technology, with follow up visits if rodent activity is discovered or sighted. Visits are then carried out every other working day until two clear visits have been achieved.

Preventative measures for pest control include electric fly control units, internal & external rodent tamper proof bait boxes. These are all identified on a site plan.

All reports and recommendations are documented manually and electronically. These can be viewed online directly by our customers providing full traceability. The system is completely self auditing.

• Q. How does the company control glass breakages?

Answer:
The company adopts a glass & hard plastics policy and daily checks are carried out and any breakages are documented.

There are documented procedures covering glass & plastics breakages and dedicated equipment in place to avoid contamination of any products.

Maintenance and Waste Management

• Q. What controls are in place for water?

Answer:
The mains supply is from Anglian Water Authority.

Five evaporator condenser units are installed, three units servicing the cold store refrigeration plant with two additional oil cooler condensers. An external contractor tests for Legionella and completes monthly water treatment checks on the condenser units.

All evaporative condenser units are registered with the local authority and regular internal audits are carried out to ensure compliance to all legislation.

Dipslide tests are carried out weekly by our on site trained maintenance staff. All results are documented.

• Q. Is there facility for maintenance of plant and equipment?

Answer:
All refrigeration plant equipment is maintained under contract by Armstrong Refrigeration.

Chiltern employ a team of on site maintenance staff who carry out services and repairs to much of the equipment and building fabric. However specialist contractors are employed as required, for example FLT maintenance, PAT testing etc.

All relevant equipment is serviced, tested and calibrated as per manufacturers recommended intervals or as required under relevant legislations.

Fork lift truck and mechanical manual handling equipment is maintained by an external contractor under a repair and maintenance contract who have access to their own dedicated workshop facility on site.

• Q. How is waste controlled?

Answer:
Waste bins/containers are located around the store at various key points for non-recyclable waste and are emptied on a regular basis into a compactor which is taken away for landfill.

All other waste including cardboard, plastic, damaged wooden pallets are all recycled.

All skips and other vessels containing waste are located on site away from buildings/structures and are segregated keeping recycled waste away from that for landfill.

Additional food waste skips are brought in as & when required when disposing of large amounts of food waste at the requested of the customer. Food waste is decanted from any outer packaging which is recyclable whilst the food is disposed off as animal feed or if not suitable for recycling treated to ensure it cannot be returned into the food chain.

Personnel and Training

• Q. Is staff training planned and documented?

Answer:
Induction training is given to all staff upon commencement of employment with Chiltern. The programme includes health and safety issues, company hygiene rules and operational procedures inline with the companies HACCP procedures.

Guidance notes in the form of an induction booklet are issued to all staff for their retention and to refer to at any point.

All warehouse staff are trained, tested and certified by in house trainers/examiners on the use of mechanical manual handling equipment.

FLT (reach and counterbalance) training and testing is carried out by external contractors at regular intervals and refresher training is carried out on an annual basis.

Training records are kept on personnel files and are maintained and updated on a regular basis.

• Q. Is there a health and safety system in place?

Answer:
The management team are responsible for health and safety and ensuring that the policy is adhered to.The operations support manager is responsible for implementing any updates to the policy as and when they may be required. Risk assessments are carried out at regular intervals, or as required, or when new equipment/procedures are to be adopted.

General Company Information

• Q. Can I view a summary of your general company details online?

Answer:
Yes, see below.

Name:	Chiltern Cold Storage Group Ltd
Address:	Chiltern House Shrewsbury Avenue Woodston Industrial Estate Peterborough PE2 7LB
Tel No:	01733 370808
Fax No:	01733 394488
Email:	info@chilterncoldstorage.co.uk
Website:	www.chilterncoldstorage.co.uk
Company Registration No:	3018221
Security:	Manned Security in operation 24 hrs per day, 365 days per year, full CCTV coverage of entire site, key fob automated access control points for secure/sensitive areas.
Fire Alarm System:	Maintained by Newflame
Public & Product Insurance:	AXA Insurance UK – Policy No: NH PPP6353574
Employers Liability Insurance:	AXA Insurance UK – Policy No: NH COM6604787
Motor Insurance:	Zurich – Policy No: JL265450
Goods in Transit Insurance:	AXA Insurance plc - Policy No: BM GIT1288471
Size:	8.5 acres, of which approximately 5 acres are covered by storage loading/unloading areas and offices.
Buildings:	Constructed of brick, concrete, steel framework and exterior and interior insulated cladding. Floors are built to cold store specifications withstanding temperatures of -27ºC and below. Drainage by means of mains domestic sewage system plus underground interceptor tanks located in key points around the site.
Shift Pattern:	Various depending on department.
Staff at Chiltern Cold Storage Group Ltd - Peterborough (01/07/2011)
Office/Administrative:	18
Warehouse (Days):	13
Warehouse (Backshift):	8
Warehouse (Nights):	9
On Site Maintenance/Tray wash:	3
Transport/Drivers:	29
Security:	4
Total:	84