Commercial Vehicle Driver's Handbook 2021

Centrica

Commercial Vehicle
Driver’s Handbook

2021

Commercial Vehicle Driver’s Handbook – January 2021 (British Gas Fleet Assistance – 03701 50 60 50) Page 1 of 39

Useful phone numbers and information
British Gas Fleet Assistance – 03701 50 60 50

Options:

1. Accident, bodywork, attempted theft and accident related hires

2. Tyres including punctures and spare wheel changes

3. Glass replacement

4. Breakdown

5. Service bookings, maintenance and maintenance related hires

6. Fuel cards and fleet administration queries

UK law / Centrica policies, procedures and systems related to driving at work

Road Traffic Act 1991
Road Safety Act 2006
Health & Safety Executive – Driving at work – Managing work related road safety
The Highway Code – Annexes 1 to 8 (Annex 4 – The road user & the law)
Centrica Standard on Driving on Company Business – Document number HSES-STD-05
Driver Risk Management System (DRMS) – Driver profiling data management system to identify
trends and high risk drivers
Fleet User Groups to agree vehicle specification
Centrica risk assessments related to Fleet
Safety bulletins related to Fleet
MyHealth vehicle assessments

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CONTENTS

1.0 Introduction
1.0.1 Did you know?

DRIVER

1.1 Key legal requirements
1.2 Receiving your vehicle
1.3 Driving licences
1.4 Authorised use of vehicles
1.5 Passengers
1.6 The Highway Code
1.7 Change of driver details
1.8 Working time
1.9 Roadside enforcement inspections
1.10 Vehicle documents
1.11 Document production
1.12 Mobile phones
1.12.1 Mobile phone legislation
1.13 Satellite navigation
1.14 Smoking
1.15 Use of inverters
1.16 Stress and fatigue
1.17 Hire vehicles
1.18 Telematics
1.19 Driver Risk Management System (DRMS)
1.20 Driver training

VEHICLE

2.1 Vehicle condition
2.2 Unplanned maintenance process
2.3 Planned maintenance process
2.4 Dashboard service lights
2.5 Diesel particulate filter
2.6 Coolant level
2.7 Engine oil level
2.8 Windscreen washer fluid and wiper blades
2.9 Windscreen and glass
2.10 Mirrors and seatbelts
2.11 Brakes
2.12 Load including roof racks
2.13 Tyres
2.13.1 Tyre changing
2.13.2 Tyre pressures
2.13.3 Tyre tread depth

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2.14 2.13.4 Tyre and wheel condition
2.15 2.13.5 Tyre services
2.16 2.13.6 Winter/cross climate tyres
2.17 AdBlue
2.18 Vehicle consumables (Halfords)
2.19 NDC items
Keys
2.20 Armadillo locks
2.21 Fuel cards
2.22 2.19.1 How to use your Allstar card
2.23 2.19.2 Fuel card security
2.24 Washing your vehicle
Pollution from washing your vehicle
Engine idling
Vehicle end of life
Alternative fuel vehicles
2.24.1 Driving an electric vehicle (EV)

JOURNEY

3.1 Motorway breakdown
3.2 Vehicle incidents
3.2.1 Third party information forms
3.3 3.2.2 Incident in a hire or surplus vehicle
3.4 3.2.3 Reporting vehicle incidents
3.5 3.2.4 Reporting vehicle incidents to other insurers
3.6 Personal and vehicle security
Vehicle theft
3.7 Motoring offences
3.8 Parking
3.9 3.6.1 Parking at home
3.10 3.6.2 Parking at night
3.11 3.6.3 Parking on an incline
3.12 3.6.4 Reverse parking
3.13 3.6.5 Parking permits
3.14 3.6.6 Fixed penalty parking notices
3.15 3.6.7 Parking in cities or areas with restricted parking
3.16 Congestion charging
Finding the correct driving position
Driving standards and behaviours
Driver courtesy
Defensive driving
Speed limits and speed limiters
Speed and vehicle incidents
How to avoid a rear collision
Fuel efficient driving tips
Driving in bad weather

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1.0 Introduction

Your vehicle is a vital link in delivering our promise of excellent service to our customers. It
should transport you to the customer without fail and project a positive image, as well as
providing support in terms of spare parts and equipment.

Centrica Fleet is doing everything possible to ensure your vehicle meets these requirements.
We continually add emerging technologies to our vehicles, and we are also looking for you to
play your part in ensuring that your vehicle operates safely and efficiently.

This handbook outlines your responsibilities along with the arrangements in place with key fleet
suppliers to help you achieve these objectives.

Please take the time to read this important handbook. It will help you get the best from your
vehicle, ensuring your safety and the safety of others whilst keeping the vehicle roadworthy and
ensuring optimum performance.

Driving is a significant safety risk for our people and our rigorous road safety standards strive to
place safety at the forefront of our minds and help create safer driving practices. For example,
we recommend wherever possible you stop to make and receive phone calls, only using hands
free when you judge it to be essential.

Your safety is of paramount importance to us, as is the safety of your colleagues, our
customers, our contractors and the public. We expect everyone to go home safely after each
working day to family and friends. To achieve this every one of us needs to play our part.

If you require any assistance with your vehicle, please call British Gas Fleet Assistance on
03701 50 60 50.

Steve Winter
Head of Fleet

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1.0.1 Did you know?

In 2019 there were 1,752 reported road deaths, a decrease of 2% compared with the previous
year and a decrease of 21% compared with the previous decade.

In the same year there were 25,945 serious injuries and 153,158 casualties of all severities.
Compared with the previous year this is a decrease of 2% and 5% respectively. Between 2018
and 2019 traffic rose by 0.3%.

There is no single underlying factor that drives road casualties, however, there are a number of
contributory factors such as the distance people travel, the mix of transport modes used, the
behaviour of drivers, riders and pedestrians, plus the mix of groups of people using the road
(e.g. changes in the number of newly qualified or older drivers). These together with external
effects such as the weather will alter the same daily journey and why 100% concentration on the
road is always required.

(Department for Transport Statistical Release 30 September 2020)

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DRIVER

1.1 Key legal requirements

The law says it is the driver as well as the operator who are responsible for the vehicle’s correct
operation and roadworthiness. This means that you, the driver, can be fined, have your licence
endorsed or removed or in extreme cases face a prison sentence should you fail to adhere to
the law.

To satisfy the legal requirements you must:
• Comply with all legal requirements relating to vehicles, driving and the use of public
highways.
• Ensure you comply with the rules contained within the Highway Code.
• Be able to read a new style number plate (AA11 AAA) from 20 metres (66 feet) or an old
style number plate (A111 AAA) from 20.5 metres (67 feet).
• Notify the Driver & Vehicle Licensing Agency (DVLA) of any change of details including
medical changes.
• Have a valid driving licence for the type and category of vehicles you drive on company
business or a driving licence issued overseas entitling you to drive legally on UK roads.
• Ensure the vehicle has a current tax and MOT certificate (if required). This can be
checked by visiting the websites: www.gov.uk/check-vehicle-tax or www.gov.uk/check-
mot-status.
• Regularly check and maintain the vehicle using guidance provided in this handbook.
• Ensure your lights, windows and registration plates are always clean.
• Safely load your vehicle and make sure it is not above the maximum permitted weight
limit for the vehicle or each axle.
• Wear a seat belt (for your safety, we also recommend that you wear a seat belt when
parked or while working in the front seat of your vehicle to avoid injury if hit by another
vehicle).
• Wear, use or carry in the vehicle (as appropriate) any safety equipment required by law,
or as specified by Centrica.
• Report all incidents that involve your company vehicle to the nominated accident
management provider and your line manager at the earliest opportunity.
• Not make or receive any telephone calls while driving, except as permitted by law.
• Not use any device while driving to access the internet, read, write or send an email or
text message, or to take, view or send still or moving images.
• Display a ‘No Smoking’ sticker in the top left corner of the windscreen and not allow
anyone to smoke in the company vehicle at any time.
• Not drive if affected by illegal drugs, alcohol, medication or any medical, physical or
emotional condition which could affect your ability to drive safely.

The standards and guidelines for driving on company business are available on the HSE
intranet site.

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1.2 Receiving your vehicle

Due to the large number of vehicle types and specifications an individual electronic vehicle user
guide is provided for your vehicle. You should refer to this guide for more specific operating
instructions. In addition, you will receive the vehicle manufacturer’s handbook which you should
read before driving your allocated Centrica vehicle to familiarise yourself with the vehicle and its
controls and operation.

For all new recruits, a one day fleet induction is provided to assess driving skills and understand
this driver handbook, the Highway Code and Centrica policies and procedures.

1.3 Driving licences

The driver of any vehicle used on the public highway must hold a valid licence for that type of
vehicle. Using a vehicle without an appropriate licence is an offence and will invalidate most
insurance policies. In the UK, driving licences are issued by the Driver & Vehicle Licensing
Agency (DVLA).

Most Centrica vans fall into the driving licence category B, which allows you to drive a car or van
up to 3.5 tonnes maximum authorised mass (MAM).

To drive a Centrica vehicle an electronic licence declaration (eDeclaration) must be completed
every three years and is issued by the nominated licence check provider. Failure to complete
the eDeclaration promptly may result in withdrawal of permission to drive company vehicles.

Change of address must be notified to the DVLA immediately and failure to do so is an offence.
All drivers holding a non-UK issued driving licence should ensure that their licence remains full
and valid whilst driving on UK roads. If you are unsure of your legal permission as a foreign
licence holder check this website: www.gov.uk/driving-nongb-licence.

You must notify your line manager as soon as you receive any penalty points, endorsements or
suspension of your licence. If your driving licence entitlement has been revoked or you have a
pending conviction which may result in your licence being revoked, you must report it
immediately to your line manager. You must not drive a Centrica vehicle if your licence
entitlement has been revoked.

1.4 Authorised use of vehicles

• Your allocated vehicle is provided for you to undertake authorised work in connection
with your employment with Centrica and the vehicle must not be used for any other
purpose unless authorised in writing.

• Any unauthorised use could lead to disciplinary action taken against you.
• Never use a Centrica vehicle to carry unauthorised passengers or animals.
• Never use a Centrica vehicle for private use. THIS IS STRICTLY FORBIDDEN.

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1.5 Passengers

Your vehicle will have a maximum seating capacity, which will be based on the number of seats
fitted with seatbelts. Do not exceed this limit and do not let anyone travel in the vehicle without
using a seatbelt.

No passengers other than authorised employees are to be carried in commercial vehicles.

1.6 The Highway Code

The Highway Code applies to England, Scotland and Wales. The Highway Code is essential
reading for everyone: www.gov.uk/guidance/the-highway-code.

The most vulnerable road users are pedestrians, particularly children, older or disabled people,
cyclists, motorcyclists and horse riders. It is important that all road users are considerate
towards each other.

Many of the rules in the Highway Code are legal requirements and if you fail to comply with
these rules you are committing a criminal offence, which may leave you liable to prosecution
where you may be fined, given penalty points on your licence, be disqualified from driving or in
the most serious cases sent to prison. Such rules are identified by the words ‘MUST/MUST
NOT’.

Although failure to comply with any of the other rules of the Highway Code may not cause a
person to be prosecuted, the Highway Code may be used in evidence in any court proceedings
under the Traffic Acts to establish liability. This includes rules which use the advisory wording
‘should/should not’ or ‘do/do not’.

1.7 Change of driver details

It is a legal requirement that Centrica can identify who is driving a vehicle. Therefore, it is
essential that you notify British Gas Fleet Assistance and your line manager of any changes
to personal details.

Keep your name, address, telephone number, email address and vehicle allocation information
up to date as you are linked to the vehicle on the fleet database. If you are allocated a different
vehicle for any reason or any of your personal details change you must ring British Gas Fleet
Assistance option 6 and advise them of the new details.

All communications relating to your vehicle will be sent directly to your details held on the fleet
database. Incorrect vehicle allocation data may result in a police fine being delayed or sent
incorrectly to you or other fines being incorrectly charged to your line manager’s cost centre.

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1.8 Working time

Under domestic driver hours rules you must have:

• A maximum average of 48 hours working time per week, however you may sign to opt
out of this limit.

• Adequate rest. This means you should have regular rest periods that are sufficiently long
and continuous to ensure you do not injure yourself, colleagues or others and that you
do not damage your health in the short or long term.

1.9 Roadside enforcement inspections

The Police, VOSA, Customs & Excise and Trading Standards are empowered to inspect your
vehicle at the roadside. Checks may be for mechanical defects, overloading or incorrect fuel
type.

Where a document is issued to you at a roadside inspection, you must immediately report the
matter to British Gas Fleet Assistance to obtain advice on necessary repairs or actions to be
taken.

1.10 Vehicle documents

When first allocated a vehicle, you should have:

• An electronic copy of this handbook.
• An electronic copy of the vehicle user guide.
• A vehicle manufacturer’s handbook.

Please ensure you have either paper or electronic copies of these documents so that guidance
is to hand whenever you need it.

1.11 Document production

If asked by the police to produce a valid MOT certificate and/or insurance certificate for your
vehicle, ring British Gas Fleet Assistance immediately option 6 and they will forward the
documents to your home or email address.

Return the documents in the prepaid return envelope as soon as you have produced them to
the police.

Do not delay return of the documents. They are important legal documents and must be held
on file by British Gas Fleet Assistance.

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1.12 Mobile phones

All individuals driving on company business are personally responsible for their own safety and
the safety of others and we don’t encourage you to make or receive calls while driving, even if
hands free. However, we will leave it to your judgement if the phone call is essential given the
circumstances.

You must not use any device while driving to access the internet, use apps, read, write or send
emails, text or instant message or take, view or send moving or still images. Satellite navigation
devices are only to be used where the details have been entered prior to driving. Corrections
may only be entered when the vehicle is safely parked up.

Distraction while driving is a major cause of road accidents, with four in five crashes due to lack
of driver attention. Mobile phones are a major cause of distraction behind the wheel which is
why we do not encourage you to use your mobile phone while driving. There is compelling
evidence that even using hands free mobile phones affects driving performance and can lead to
serious injuries and fatalities.

1.12.1 Mobile phone legislation

It is illegal to hold a mobile phone, or other communication device, while driving so any device
must be hands free. You must also ensure the device does not block your view of the road or
traffic ahead.

The Highway Code states you must exercise proper control of your vehicle at all times.

Legislation came into force in 2017, which means offenders who drive using hand held phones
or similar devices will receive 6 penalty points and a £200 fine. There will not be any option to
take part in a driver improvement course. The legislative change means a new driver could lose
their licence if they are caught just once using their phone.

Under careless driving laws, motorists who are involved in a fatal incident whilst avoidably
distracted at the wheel could face a maximum 5 year prison sentence. This law permits courts
to imprison drivers who cause death by not paying due care to the road or to other road users.

Avoidable distractions, which courts will consider when sentencing motorists, include:

• using a mobile phone (calling or texting).
• drinking and eating.
• altering a satellite navigation device.
• anything else which takes their attention away from the road and which a court judges to have
been an avoidable distraction.

The legislation on mobile phone use may change and you should make sure you are always up
to date with the current legislation.

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1.13 Satellite navigation

When using a satellite navigation device, it should always be securely attached to the vehicle. It
should not be placed in the lap or held by hand whilst driving. If the device is attached to the
windscreen, it must not block the view of the road ahead (i.e. be outside of the “swept area” of
the windscreen wipers). Whenever possible, voice prompts should be used instead of looking at
the screen. You should avoid entering or adjusting route data when driving. If the route needs to
be manually reprogrammed this should be done whilst legally parked, ideally with the engine
switched off.

1.14 Smoking

The no smoking regulations in the UK make it illegal to smoke in a commercial vehicle since the
vehicle is classified as a business premise. It is an offence to smoke or knowingly permit
smoking in your vehicle. All vehicles must display a ‘No Smoking’ sticker in the top left corner of
the windscreen. If you do not have a sticker you can order one from the National Distribution
Centre (NDC) using code D01035.

Centrica treats electronic cigarettes the same as normal cigarettes, therefore they are not to be
used in company vehicles. Please do not charge electronic cigarettes in your vehicle as this
could be a fire risk.

1.15 Use of inverters

Unauthorised poor quality adaptors and 12 volt to 240 volt (mains) power inverters must not be
used under any circumstances and is against company policy due to the fire risk.

Drivers should only use manufacturer approved leads that are supplied with company
equipment to charge 12 volt devices.

1.16 Stress & fatigue

Drivers should not plan to drive more than 6 hours in any one working day. Where a planned
day is likely to exceed these hours an overnight stay in a hotel should be considered.

There are effective measures available if you feel tired whilst driving. You should find a safe and
secure location to park. If possible, consume the caffeine equivalent of two cups of coffee and
take a 15 minute break which should include an element of walking if safe to do so. A 15 minute
break should be taken every two hours and more frequent breaks on very long journeys. These
rest stops are a good opportunity to drink, eat and catch up on phone messages. More
information is available from the Driving on Company Business Guidelines.

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1.17 Hire vehicles

If you require a replacement vehicle and a spare vehicle on patch or a surplus vehicle is not
available, you may be provided with a hire vehicle.

Hire vehicles should be given to you in a legal and roadworthy condition and you must conduct
a walkaround check of the vehicle noting any damage/defects either on receipt or within 24
hours if you were not present when the vehicle was received. However please remember, as
the driver, you are responsible for ensuring the vehicle is road legal.

Hire vehicles must be provided with a full bulkhead between the cab and the rear of the vehicle.
If this is not the case, please contact British Gas Fleet Assistance option 5 and they will
organise a replacement.

You will also need to ensure the vehicle is registered for tolls including Dart Charge, congestion
charges and parking permits (if required).

If you have an incident in a hire vehicle you must report this immediately to British Gas Fleet
Assistance option 1. Please be aware that Centrica is fully liable for any damage costs or
penalties incurred for hire vehicles.

It is important that hire vehicles are off hired as soon as possible to avoid any unnecessary hire
charges. Hire vehicles should be supplied to you with a full tank of fuel and returned with a full
tank of fuel to prevent any additional charges being applied by the hire company.

1.18 Telematics

Telematics enables monitoring of harsh manoeuvres including braking, cornering, acceleration
and violation of posted speed limits. An app is available for you to download and monitor your
individual driving style to improve your telematics safety score.

In addition, data on the vehicle health is passed to British Gas Fleet Assistance so they can
proactively manage service, maintenance or repair events on the vehicle.

1.19 Driver Risk Management System (DRMS)

The DRMS uploads data from several sources including incident history, driver licence
endorsements, maintenance activity, unfair wear and tear charges, tyre changes and telematics.

Drivers are allocated risk points that total up to an overall risk score with a corresponding RAG
(red, amber, green) status. The RAG system quickly identifies drivers in need of additional
support so that line managers can conduct safety reviews as appropriate and arrange additional
support or driver training if required.

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1.20 Driver training

Driver training is provided to individuals for the following reasons:

• Driving a branded vehicle or company car for the first time.
• Changing from a small commercial van to a larger one.
• Drives 20,000 miles per year or more on company business.
• Is less than 25 years old.
• Has held a driving licence for less than two years.
• Has not driven a vehicle for six months or more.
• Is returning to driving duties following a driving ban.
• Is on secondment from or to a foreign country.
• Has had two avoidable incidents in any 2 year period.
• Has had a ’significant’ or more severe vehicle incident.
• Is employed as a professional driver.
• A specific request from an employee or manager.

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VEHICLE

2.1 Vehicle condition

You are responsible for ensuring that your vehicle is properly maintained. In order to keep your
vehicle safe and reliable you should regularly carry out vehicle checks, via the Vehicle Check
App, and before driving a vehicle that is new to you.

2.2 Unplanned maintenance process

If your vehicle has failed to start or suffered a breakdown call British Gas Fleet Assistance
option 4. Many faults do not render your vehicle inoperative but do require attention and repair.
Where this occurs:

• Ring British Gas Fleet Assistance where technical help is on hand to discuss the
problem and advise on the best course of action. Roadside assistance or vehicle
recovery will be sent out where appropriate.

• British Gas Fleet Assistance will arrange for the necessary repairs to be carried out
with the minimum of disruption to your work schedule.

• Where it will be necessary to take your vehicle out of service during one of your work
periods a surplus or hire vehicle will be delivered to an agreed location for your use.

• It may be possible to defer the repair or instruct a mobile mechanic to attend the vehicle.
Discussion with British Gas Fleet Assistance will determine the best option.

Minor parts or small parts (e.g. door mirrors) can sometimes be obtained or fitted without the
need to book your vehicle into a garage. Discuss the problem or part required with British Gas
Fleet Assistance and they will advise you of the best course of action.

2.3 Planned maintenance process

If you are contacted by text or email to book your vehicle in for service or MOT, please arrange
for the work to be done with British Gas Fleet Assistance option 5. The current process is
shown below:

• British Gas Fleet Assistance will agree an appointment including vehicle collection and
delivery, if applicable. The appointment will be confirmed by text, email or a call.

• British Gas Fleet Assistance are instructed to provide out of hours and rest day
appointments so that operational downtime is kept to a minimum.

• It may be possible to leave your vehicle keys in a pre-agreed safe and secure location
so that you do not need to be present when the vehicle is collected, however, you must
arrange this in advance with British Gas Fleet Assistance.

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• Every effort will be made to arrange for the work to be done when you do not need your
vehicle. Where this is not possible, a surplus or hire vehicle will be arranged if required.
If you need a hire vehicle, line manager authorisation will be sought before delivery.

• If your vehicle will not be ready as expected (e.g. additional faults found or spare parts
unobtainable) British Gas Fleet Assistance will let you know what is happening and
deliver a surplus or hire vehicle before the start of your next working day.

• If your vehicle has not been returned as promised or by 17:00 hours on the day
expected, ring British Gas Fleet Assistance for an update.

2.4 Dashboard service lights

Your vehicle has a service indicator countdown, which will illuminate when a service is due. The
service must be completed within the time period or mileage indicated. Once the light
illuminates you should immediately ring British Gas Fleet Assistance option 5 to ensure a
service booking is made within the correct timescales.

There is no set time period or mileage at which the service light will illuminate as it is based
upon how the vehicle is being operated.

Please remember, if you see a dashboard warning/service light displayed then refer to your
vehicle handbook and call British Gas Fleet Assistance to book your vehicle in for
service/maintenance work.

2.5 Diesel particulate filter

Modern diesel vehicles are fitted with a diesel particulate filter (DPF), which collects harmful
emissions from the engine. Periodically the DPF needs to clean itself to prevent it from getting
blocked. If the DPF light illuminates on amber this indicates that a regeneration is taking place.
Please continue to keep the engine running and keep driving if possible, to allow the filter to
regenerate. If the warning light is ignored it will turn red and the vehicle will switch to ‘limp home’
mode and will need mechanical attention. Low mileage and frequent engine on/off duty cycle
can cause this to happen. If this situation occurs, call British Gas Fleet Assistance.

2.6 Coolant level

You can check the coolant level by a visual inspection of the markers indicated on the
translucent header tank. If the level is low immediately ring British Gas Fleet Assistance
option 5 to discuss the best course of action. Low coolant level may indicate an underlying issue
which requires mechanical attention.

Do not top up the coolant system yourself as the system is pressurised so removal of the
filler cap when the coolant is hot could result in serious injury.

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2.7 Engine oil level

The oil level should never be above the ‘high’ mark on the dipstick or below the ‘low’ mark. The
oil level should be checked and topped up with the correct grade of oil when the engine is cold
with the vehicle parked on level ground.

2.8 Windscreen washer fluid and wiper blades

Refer to the vehicle handbook for the position of the washer fluid reservoir. Use only automotive
windscreen washer additives diluted as directed.

Check the condition of wiper blades. If they are excessively worn or damaged and fail to clear
the windscreen effectively call British Gas Fleet Assistance. You may also follow the vehicle
consumables process and get the wiper blades replaced at a Halfords retail store.

2.9 Windscreen and glass

Your vehicle’s windscreen is a vital part of your vehicle’s bodyshell and contributes towards its
overall strength. This means it plays an important role in crash protection, which is one of the
reasons why a damaged windscreen can be a MOT failure.

If your vehicle requires windscreen or glass replacement/repair call British Gas Fleet
Assistance option 3 and they will make the necessary arrangements.

Where possible the glass supplier will provide a mobile service at the roadside or your home
address. Where this is not possible you may need to go to a branch location, for example some
bonded glass fitting systems require the vehicle to be placed under cover.

Chips, cracks or deep scratches in your windscreen should be reported to British Gas Fleet
Assistance option 3 as soon as possible to make sure that it is still legal and safe. You should
also report glass damage where the vehicle has been broken into or vandalised.

Internally, ensure the area swept by the windscreen wipers is kept clear of any obstructions e.g.
satellite navigation devices. Failure to do so is an offence under the Highway Code.

2.10 Mirrors and seatbelts

You must ensure that mirrors are set correctly and clean. It is a legal requirement that you must
have two rear facing mirrors. If you require door mirror glass replacement call British Gas Fleet
Assistance. Blind spot mirrors are available for vehicles without factory fitted blind spot mirrors.
The NDC blind spot mirror code is C00256.

It is a legal requirement that all seatbelts must be working correctly where they are fitted, and
they must not show any wear and tear or signs of distress.

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2.11 Brakes

Brakes are one of the most important items on your vehicle.

The lifespan of brake pads, discs and other brake parts will vary depending on mileage, type of
vehicle, the way a vehicle is driven and its load.

Faulty brake pads may damage the brake discs. Brake pad efficiency will only be maximised if
the discs are in good condition. Faulty or worn out brakes may lead you to lose control of the
vehicle during emergency braking. In addition, the driver and company could face prosecution if
a vehicle is used with faulty brakes.

It is therefore essential that brakes are checked regularly.

Your vehicle will have a brake inspection at every service and therefore regular servicing is
important.

In addition to the safety implications of inefficient or worn out brakes, unnecessary costs and
downtime can be avoided by preventing brake pads wearing down to the metal.

At the first signs of any deterioration in your vehicle’s brake performance e.g. stopping
performance, brake judder, noise or warning lights you must immediately contact British Gas
Fleet Assistance. If during discussions it is determined that the vehicle must be taken off the
road immediately you will be advised of this and an alternative form of transport organised.

2.12 Load including roof racks

Your vehicle has been specifically designed for the job you do. The interior racking and load
security systems ensure that the vehicle operates safely and within its legally permitted weights.

The permitted weights of your vehicle appear on the Vehicle Identification Number plate (VIN
plate). This may be located on the driver or passenger door post/step or under the bonnet.
British Gas Fleet Assistance will provide advice if you are unable to find the VIN plate.

If you do not use the racking properly and accumulate unnecessary items, the load may become
unstable and damage the racking. You may also commit an offence by overloading.

If you need to check your vehicle’s weight, you can find the location of your nearest public
weighbridge on this website: www.gov.uk/find-weighbridge. You can claim back any costs
through normal reimbursement channels. Compare the weights of each axle and the gross
weight against the VIN plate. Redistribute or reduce the load as necessary to avoid prosecution.
If in doubt on any vehicle weights call British Gas Fleet Assistance for advice.

If your vehicle is fitted with roof equipment, then please refer to the specific vehicle user guide
for correct access and storage advice.

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2.13 Tyres

You are legally responsible for the proper maintenance of tyres and ensuring they are in a safe
and roadworthy condition. This is an important area of vehicle operation and one which
deserves close attention.

2.13.1 Tyre changing

If you drive a car derived (small) van you may change a road wheel so long as:

• You feel confident to do so.
• You comply with all aspects of the Changing a Company Vehicle Wheel risk

assessment.
• You follow the advice given in the vehicle manufacturer’s handbook.
• You use appropriate PPE.

As soon as possible after changing your own spare wheel you must call the nominated tyre
provider by ringing British Gas Fleet Assistance option 2. The tyre provider will be able to
arrange for the wheel nut torques to be checked and repair/replace the punctured spare.

If you drive a large panel van or large goods vehicle (LGV) you should not attempt to change a
road wheel yourself as the weight of the vehicle is substantially more and it is considered too
great a risk. You should call British Gas Fleet Assistance option 2 to request assistance to
change your wheel.

2.13.2 Tyre pressures

You must regularly check and maintain tyre pressures at the level indicated on each wheel arch.
It is recommended that you check the tyre pressures at least every fortnight. Underinflated tyres
are not safe and will decrease the life of the tyre and increase fuel consumption.

Tyre pressures 10% below the correct value will result in a 30% reduction in tyre life and 1%
decrease in fuel efficiency. The excess heat generated may cause failure of the tyre casing.

Tyre pressures that are too high will also result in accelerated tyre wear and there will be
reduced grip for cornering and stopping.

2.13.3 Tyre tread depth

UK law requires that tyres must have a minimum tread depth of 1.6 mm across the central three
quarters of the tyre width. This extends to the whole circumference. Failure to comply could
result in you getting 3 penalty points for each tyre below the minimum legal requirement.

Centrica policy is for all tyres to be changed at a depth of 2 mm.

Tyre tread depth gauges and tyre pressure gauges are available via the National Distribution
Centre (NDC) using the codes T00729 and T00730 respectively.

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2.13.4 Tyre and wheel condition

You must regularly check the condition of wheels and tyres. It is recommended that you visually
check the condition of the wheels and tyres at least weekly.

If in doubt refer to the manufacturer’s handbook or call British Gas Fleet Assistance for
advice.

Check:
• Wheel nuts are secure.
• Road wheel is undamaged.
• Tyre sidewalls are not damaged and there are no cuts, bulges or cords exposed.
• Tread pattern for wear and damage.

2.13.5 Tyre services

You can request repair or replacement of tyres through British Gas Fleet Assistance option 2.
Always request the mobile tyre service so you don’t have to attend a centre as this is more
convenient and reduces downtime. In some circumstances the tyre provider can attend while
you are working, if the location is suitable.

When calling for the mobile service make sure you have your vehicle registration number,
vehicle make/model and tyre size to hand.

The tyre supplier will aim to attend your vehicle within 2 hours for emergencies or a mutually
agreed appointment time for non-emergencies.

The tyre provider will also carry out a programme of tyre safety checks on all vehicles. This will
usually be done at team meetings and other briefing sessions.

2.13.6 Winter/cross climate tyres

Most vehicles will be fitted with winter or cross climate tyres as standard. There are 3 main
differences between a standard and winter/cross climate tyre:

• Tread compound – at 7°C and below the tread compound in standard tyres begins to harden
and loses grip. Winter/cross climate tyres however remain flexible and grip even at low
temperatures thanks to a high proportion of natural rubber.

• Tread pattern – the tread pattern on a winter/cross climate tyre is particularly effective on
snow and slush. The snow is pressed into the wider grooves which provide additional
traction.

• Sipes – a high number of sipes creates a multitude of biting edges that interlock with the
wintry surface, thus guaranteeing reliable braking properties and improved acceleration.

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If your vehicle is fitted with winter/cross climate tyres then the tyres on each axle must be of the
same type (no mixing of winter, cross climate or standard tyres on the same axle). Different
types of tyres may be mixed safely in axle pairs.

Please note that winter/cross climate tyres are directional so if the arrow indicating the direction
of travel is rotating in the wrong direction then the tyre should be treated as a temporary spare.
You must not drive at speeds above 50 mph and should call British Gas Fleet Assistance to
arrange for the tyre to be replaced with one rotating in the correct direction.

More information can be found on winter/cross climate tyres in the vehicle user guide. If in any
doubt, please call British Gas Fleet Assistance.

2.14 AdBlue

Euro 6 diesel vehicles need to be filled with a special fluid called AdBlue. This is to make sure
the vehicle adheres to emissions regulations.

The display on the vehicle will advise when the AdBlue needs topping up. It will show a
countdown to the tank being empty. You should top up as soon as it is safely possible. Once the
countdown reaches zero the vehicle won’t start.

The AdBlue is filled into a separate filler neck which can be identified by a blue cap labelled
AdBlue. This is located either in the engine bay or next to the fuel filler cap, depending on the
vehicle type. It’s vitally important that AdBlue is filled into the correct tank. Putting AdBlue into
the fuel tank will seriously damage the vehicle.

More information on how to top up the AdBlue is provided in your specific vehicle user guide.

2.15 Vehicle consumables (Halfords)

You may purchase vehicle consumables such as wipers blades, bulbs and engine oil from
Halfords retail stores. Each store has its own fleet card for use when you are at the till. You will
need to give your staff number in a 7 digit format adding any preceding zeros as required.

If you require assistance when at the retail store call British Gas Fleet Assistance option 5.

The products available at Halfords retail stores are:

• AdBlue to be filled and cannister disposed of at store.
• Lights and indicator bulbs which can be fitted if required.
• Wiper blades.
• Windscreen washer fluid.
• Engine oil.
• De-icer and windscreen scraper.
• Battery check.

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2.16 NDC items

The following items can be ordered from the NDC:

Product Code
Blind spot mirror C00256
Caddy rear door strap C00342
Blue motorcycle/cycle warning stickers D01034
No smoking sticker D01035
Rear door yellow waste bag T00629
Tyre tread depth gauge T00729
Tyre pressure gauge T00730

2.17 Keys

If you lose your keys or they are stolen this must be reported to British Gas Fleet Assistance
option 1.

If the keys need a new battery these must be obtained from a main dealer, which can usually be
arranged without a booking. If a new key fob is required due to wear and tear caused by age or
is no longer working call British Gas Fleet Assistance option 5.

The vehicle will need to be booked into a main dealer as the key has to be reprogrammed to the
vehicle.

2.18 Armadillo locks

All commercial vehicles are fitted with Armadillo security locks. It’s important these are always
used to increase the level of security on the vehicle. If they are not used regularly this can cause
them to fail as dirt and moisture can enter causing the lock to corrode and seize.

If the lock seizes call British Gas Fleet Assistance option 5. They can arrange for the lock
supplier to attend and carry out repairs. They can also send out lubricant for the lock. Please do
not use lubricant other than that provided by the manufacturer as this can damage the lock.

If an armadillo lock key is lost call British Gas Fleet Assistance option 5 immediately. A
replacement can be posted out within 3 working days. You will need to provide the serial
number on the lock to ensure the correct key is ordered.

If you suspect an armadillo key has been stolen call British Gas Fleet Assistance option 1
immediately.

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2.19 Fuel cards

You have been issued with a fuel card called Allstar Plus. It is vital you read and follow these
instructions:

2.19.1 How to use your Allstar Plus card

• Your Allstar Plus card is accepted at most fuel stations, however if a discount diesel site
is suitably located this MUST be used. The cheapest fuel available is at discount
diesel sites. The price paid will be lower than the published fuel pump price as an
additional discount is applied.

• The location of your nearest discount diesel site can be found at
www.allstarcard.co.uk/sitelocator or by downloading the Allstar co-pilot app and locating
the icon. Make sure you select the ‘Allstar Plus Card’ option from the menu. You
MUST swipe & sign the card at discount diesel sites rather than use chip & pin. This is to
ensure the fuel transaction goes through as discounted diesel.

• If a discount diesel site is not available in your area you MUST fill up at a supermarket
fuel retailer.

• Do not buy premium fuels. This option has been blocked on the card.
• You may use your Allstar Plus card to purchase fuel and car wash only. AdBlue may be

purchased in an emergency but in the first instance you should obtain this from a
Halfords retail store.
• Simply present the card and enter the PIN or sign as required. You will be asked to
provide the vehicle registration and mileage. You should keep receipts for one month as
you may be asked to produce them.

Please be aware that all transactions on your Allstar Plus card are monitored and you will be
challenged on any unauthorised use.

2.19.2 Fuel card security

Your Allstar Plus card is personally allocated to you and you are responsible for its correct use
and safekeeping.

• Do not swap your fuel card with another driver as the card and PIN are personal to you.
• You may use your fuel card to fill up your own vehicle or a surplus or hire vehicle.
• If you change vehicles you should retain your Allstar Plus card as it belongs to you not

the vehicle. If you leave the business, you must return the Allstar Plus card to your line
manager. You must not use the Allstar Plus card after you leave the business.
• You must report any lost, stolen or damaged cards immediately to British Gas Fleet
Assistance. It is especially important to report lost or stolen cards promptly so they can
be cancelled to prevent fraudulent use.
• You must keep your Allstar Plus card in a safe place at all times. Never leave your card
on view in your vehicle. Treat your fuel card as you would a personal credit card. Keep it
safe and secure.

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2.20 Washing your vehicle

It is important that you keep your allocated vehicle clean. You have a legal responsibility to
ensure that the windscreen, windows, mirrors, number plates and light lenses are all clean and
in good working order.

The customer also expects to see a clean vehicle in good condition when you attend their
property.

You can purchase a vehicle wash at any fuel station that accepts the Allstar Plus card where the
car wash is owned by the garage and not franchised. Alternatively, you can use any IMO or
ARC to wash your vehicle. If your vehicle is not fitted with an external roof rack or spinning air
vent you may use a brush wash provided the radio and telephone antenna are removed or
made safe from damage.

2.21 Pollution from washing your vehicle

Vehicle washing may cause dirt, brake dust, traffic film residue and oil to be washed off. The
cleaning agents you use (including those labelled biodegradable or traffic film removers) are
poisonous to river life and therefore pollutants. Causing or allowing pollution is a criminal
offence. Uncontrolled vehicle washing will lead to pollutants draining to ground, surface water
drains or to foul water drains.

Commercial vehicles should be cleaned in a reputable commercial cleaning facility in order to
be confident that the activity will not lead to any pollution. Company vans should not be washed
on your own driveway or the roadside.

2.22 Engine idle

In order to minimise vehicle emissions that negatively impact the environment and public health,
Centrica is committed to reducing engine idle. You must not idle the engine more than is
necessary to safely and correctly operate the vehicle. This applies at home, in stationary traffic
queues or when parked at the roadside.

The Highway Code states that ‘you must not leave a parked vehicle unattended with the engine
running or leave a vehicle engine running unnecessarily while the vehicle is stationary on a
public road’.

You are therefore responsible for ensuring your vehicle does not idle unnecessarily. Engine idle
is not only bad for the environment, air quality and public health but it also wastes fuel and
money. Engine idle is monitored through the telematics and you will be challenged on any
excessive idle.

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You are expected to follow these anti-idling rules:

• Do not leave your vehicle unattended with the engine running.
• Do not leave the engine running during loading and unloading (except where specific

machinery requires it).
• Do not leave the engine running at home.
• Do not leave the engine running when you are parked up or when you are on a break.
• If you anticipate being stationary for more than one minute in traffic, consider turning

your engine off.
• Where automatic engine cut off equipment is fitted e.g. stop-start, any problems with the

equipment must be reported to British Gas Fleet Assistance.
• If automatic engine cut off equipment is fitted e.g. stop-start, do not turn off this

functionality.

Local authorities may issue fines to drivers who idle the engine. Centrica also receives
complaints from members of the public about engine idling.

2.23 Vehicle end of life

The condition of a vehicle at the end of its life affects the residual value of the vehicle so it is
important that you look after your vehicle (exterior and interior) to ensure the residual value is
not adversely affected.

‘Fair wear and tear’ is acceptable over the lifetime of the vehicle but any specific damage
(exterior and interior) must be reported and repaired as soon as possible to keep the vehicle in
good condition.

If you have any queries regarding damage to your vehicle or the Centrica ‘fair wear and tear’
policy contact British Gas Fleet Assistance.

2.24 Alternative fuel vehicles

An increasing number of cities and towns are introducing clean air zones (CAZ) and ultra low
emission zones (ULEZ). Centrica has committed to achieve ‘net zero’ carbon emissions by 2030
with the ambition to reach that target earlier if possible. This means vehicles with an internal
combustion engine will be replaced over time with electric vehicles.

2.24.1 Driving an electric vehicle (EV)

Driving an EV is not difficult but it may be a little disconcerting for drivers that have never driven
an electric vehicle or a vehicle with an automatic gearbox before.

Before driving an EV for the first time, please refer to the owner’s manual to familiarise yourself
with how the controls differ from a conventional petrol or diesel engine vehicle. Most controls
are similar but some, notably the handbrake and gear lever, are likely to be different.

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Before starting, make sure the vehicle has enough range to complete your journey or at least
enough to reach a suitable recharging point (the range is the equivalent of the fuel gauge in a
conventionally powered vehicle).

Before pushing the power switch to start the electric motor, depress the brake pedal firmly. This
will prevent the car from creeping when you move the gear lever into D (Drive) position.

When you are ready, release the footbrake and depress the accelerator. Be aware that the
vehicle is likely to accelerate quickly, much faster than conventionally powered vehicles of a
similar size, so please take this into account and accelerate gently.

You will need to be more aware of and vigilant towards pedestrians and vulnerable road users
as EVs are quieter than conventional vehicles. Get to know where the horn is located and make
sure you use it appropriately to warn others of your approach if needed.

The range of the vehicle will depend upon several factors:

- Speed.
- Vehicle load.
- Electrical load from accessories e.g. heating, air conditioning.
- Traffic and road conditions.

In most EVs, the use of an ECO or B mode will generate power (when the accelerator pedal is
released in these modes the regenerative brake converts the vehicle’s forward motion into
electrical power to help slow the vehicle). This will be felt as a surging motion which some
drivers find uncomfortable at first.

Make sure you carry the charging cable in the vehicle so that you can charge the vehicle as part
of your journey if required. Please refer to the owner’s manual for instructions about charging.

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The Journey

3.1 Motorway breakdown

If your vehicle breaks down on a motorway, you should comply with these instructions:

• When your vehicle fails, check behind you, signal left and move onto the hard shoulder
as far to the left hand side as possible.

• Switch on the hazard warning lights.
• Where possible exit your vehicle on the passenger side.
• The emergency telephones located on the hard shoulder are answered by the police

who will know your location by the telephone number you are calling from. The police will
take your details and you should give them the British Gas Fleet Assistance number
03701 50 60 50 option 4 so that the appropriate breakdown provider can be organised.
• If you call British Gas Fleet Assistance from your mobile phone, quote the nearest
marker post number or the emergency telephone box number, which will help the
breakdown provider find you. You must also call the police from an emergency
telephone to let them know you are stationary on the motorway.
• Whilst you are waiting for the breakdown organisation to arrive it is advisable to move
well away from your vehicle to the motorway boundary fence or the safe side of the
crash barrier if possible. Always wear a fluorescent vest so other road users can see
you.

3.2 Vehicle incidents

If you are involved in an incident:

• STOP!
• Warn other drivers of the obstruction (use hazard lights).
• Call emergency services if necessary.
• Do not admit liability.
• Use the third party information form.
• Note the names, addresses and telephone numbers of all drivers involved.
• Note the names, addresses and telephone numbers of witnesses.
• Note damage to all vehicles involved.
• Note time and date of incident.
• Note road and weather conditions.
• Call the accident management provider as soon as possible (ideally the same day as the

incident occurred) by ringing British Gas Fleet Assistance on 03701 50 60 50 option 1.
They will arrange to recover the vehicle from the roadside if necessary.
• The accident management provider will take the details over the phone and if a third
party is involved you will be sent an incident form to complete. You will need to check
the details and supply photos of the vehicle damage and incident scene if possible.

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• If the vehicle is roadworthy, they will agree a repair date with you. They will also request
that you send in photos of the damage so they can complete a desktop estimate of the
repairs required.

• If the vehicle is roadworthy but you feel unable to continue your journey contact British
Gas Fleet Assistance on 03701 50 60 50 option 1.

• If a replacement vehicle is needed the accident management provider will arrange for it
to be delivered to you.

Remember:

• Keep your head.
• Keep your temper.
• Do not admit liability.

Incidents where you must give your details or report to the police within 24 hours:

• Injury to another person.
• Injury to certain animals (including dogs, sheep, horses and cows but not cats) not

carried in your vehicle.
• Damage to another vehicle where you cannot exchange details with the third party.
• Damage to fixed roadside property e.g. lampposts, trees or gate posts.
• Third party refuses to stop or refuses to exchange details.

3.2.1 Third party information forms

To help you capture and pass on all relevant vehicle information you are provided with a third
party information form. If you do not have this form, please contact British Gas Fleet
Assistance on 03701 50 60 50 option 1. Complete the form, detach the Centrica driver section
and pass to the third party. Retain the third party section to help with completing the claim form.
If you do not have this form, please ensure you capture the minimum information detailed above
and below.

To assist the management of third party claims provide as much detail as possible as this will
improve the number of claims managed effectively on our behalf, which reduces our financial
liability. Below are examples of how you can improve the information you provide:

• Always complete the incident form in full.
• Provide complete details e.g. mobile numbers, names and addresses of drivers and

witnesses.
• Confirmation of how many passengers were in the third party vehicle (this is crucial to

prevent fraudulent claims).
• Police crime reference number and officer name are required where the police are

involved.
• Photographs of third party damage and location are very useful to prevent additional

claims at a later date.

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It is vital you obtain accurate and full information so that we can contact the third party promptly.
In cases where Centrica is at fault, we offer to manage the repairs and provide a replacement
vehicle for the third party in order to minimise costly claims.

If you receive any correspondence relating to a third party claim please send to Centrica Claims
Management Unit, Belvedere House, 2nd Floor, Basing View, Basingstoke. RG21 4HG
(telephone 0333 009 5841).

3.2.2 Incident in a hire or surplus vehicle

If you have an incident in a hire or surplus vehicle you must report this immediately by ringing
British Gas Fleet Assistance on 03701 50 60 50 option 1. Please be aware that Centrica is
fully liable for any damage costs or penalties incurred for hire vehicles. Centrica standard
policies apply for all hire and surplus vehicles and they should be driven in accordance with the
standard Centrica company vehicle policies and procedures outlined in this driver handbook.

3.2.3 Reporting vehicle incidents

You MUST report all incidents immediately irrespective of the vehicle type. This includes
damage to surplus vehicles, hire vehicles, property and those involving a third party vehicle.
Ideally you should report the incident while still at the scene (if safe to do so). Even minor
incidents, or those not involving another vehicle, must be immediately reported.

Never rely on the third party to report the incident on your behalf – it is your responsibility.

All vehicle incidents should be reported to British Gas Fleet Assistance on 03701 50 60 50
option 1. Once reported please also call 1313 to record the incident on MyHSES.

3.2.4 Reporting vehicle incidents to other insurers

Drivers should report any incidents in company vehicles to their personal motor insurers or any
other insurance company where you are a named driver (such as a spouse’s policy) as it is a
material fact and the duty of disclosure applies.

3.3 Personal and vehicle security

For your safety and the security of your vehicle:

• Take extra care if your vehicle breaks down on the motorway or a highly populated area.
• Do not leave mobile phones, satellite navigation devices or computer equipment in the

vehicle, even if out of sight. If you must leave valuables in your vehicle, make sure they
are out of sight and that the vehicle is properly locked.
• Never leave your vehicle with the engine running or the keys in the ignition.
• Be careful where you leave your keys and never leave spare keys in the vehicle.
• When parking at night, keep to well lit areas and use car parks with CCTV surveillance
or regular security patrols.

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• Lock all the doors when on the move.
• Be suspicious of anyone who flags you down, apparently in need of help. Muggers and

car thieves may use this approach.
• Check that no parts or equipment are on display within the cab area as these present a

safety hazard to you in the event of an incident, plus may contain information on the
label including your name.
• Check that no customer data is left on display or is visible from outside the vehicle as
this would represent a breach of GDPR under our FCA rules.

3.4 Vehicle theft

If your vehicle is stolen, you must follow these instructions:

• Call the police and report the theft immediately.
• Obtain a crime reference number and arrange to complete a police report.
• Contact British Gas Fleet Assistance on 03701 50 60 50 option 1 to report the theft.
• A replacement vehicle will be delivered to you if required.
• If your original vehicle is recovered the police will inform you. You must ring British Gas

Fleet Assistance and pass the details onto them.

3.5 Motoring offences

Moving offences where the notice cannot be issued directly to you will be sent to British Gas
Fleet Assistance as the registered keeper of the vehicle. They will complete the Notice of
Intended Prosecution (NIP) stating the driver allocated to that vehicle and return to the
prosecuting authority, together with a copy to your line manager.

Should you receive a NIP it is your responsibility to either pay the fine and accept the licence
endorsement, accept and pay for any corrective course offered or contest the offence through
the courts. If you were not driving the vehicle at the time of the offence you should indicate the
responsible driver on the NIP and return the form as instructed.

3.6 Parking

You must not park where it is dangerous or illegal as indicated by line markings or signs
displayed. The Highway Code gives full advice on where you must not and should not park.
Always check parking restrictions to avoid parking fines. Always purchase a parking ticket
where applicable and park considerately within the marked bays.

3.6.1 Parking at home

Local bylaws and property covenants often prohibit the parking of commercial vehicles. You
should familiarise yourself with any restrictions that apply to your own locality and obey them.
Please be considerate so as not to annoy customers or neighbours when parking.

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3.6.2 Parking at night

The law states that cars, motorcycles and goods vehicles not exceeding 2,500kg gross vehicle
mass (GVM) may park during the hours of darkness without lights on any road where:

• The road is subject to a speed limit of 30mph or less.
• No part of the vehicle is within 10 metres of a road junction.
• The vehicle is parked close to the kerb and parallel to it with its nearside to the kerb

(except in the case of a one way street).

Car derived (small) vans are below 2,500kg GVM so do not need to display lights. Medium and
large panel vehicles are over 2,500kg GVM so are required to comply. If in doubt about your
vehicle’s GVM then ring British Gas Fleet Assistance on 03701 50 60 50.

Most vehicles cannot provide full lighting for extended periods from their own electrical system
therefore overnight parking must be off the road. You must have permission from the owner of
the land on which you park. If you experience problems, you should discuss the matter with your
line manager. At night, you must park facing the direction of the traffic flow unless you are
parked in a recognised parking space.

3.6.3 Parking on an incline

When leaving your vehicle parked, please ensure the handbrake is applied firmly and the
vehicle left in gear. You should apply the handbrake fully while the footbrake is engaged and,
where present, park close to the kerb. When parking on level roads ensure your wheels are
parallel to the kerb.

When parking with the vehicle facing uphill, leave the vehicle in a forward gear and turn your
steering wheel away from the kerb i.e. if the handbrake failed and the vehicle rolled backwards
the tyres would come to rest against the kerb.

When parking with the vehicle facing downhill, leave the vehicle in a reverse gear and turn your
steering wheel towards the kerb i.e. if the handbrake failed and the vehicle rolled forwards the
tyres would come to rest against the kerb.

3.6.4 Reverse parking

Centrica vehicles are fitted with a solid bulkhead between the cab and load space and the rear
doors are deglazed. This improves security but obscures vision immediately behind the vehicle.
You must take care when reversing to ensure the area behind the vehicle is clear. Most vehicles
are fitted with reversing aids but these only work when reverse gear is selected and not when
rolling backwards out of gear. Advice on how these systems work is contained in the vehicle
user guide. Take care when reversing and check for obstacles. This may require you to get out
of the vehicle to check if unsure. Check both external rear view mirrors continuously and keep
the driver’s door window open when reversing in confined spaces.

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3.6.5 Parking permits

If you require a parking permit to park your vehicle outside your home, ring British Gas Fleet
Assistance on 03701 50 60 50 option 6 who will be able to provide you with a letter confirming
your vehicle details. You will need to take this letter to your local council or parking authority to
obtain a permit.

British Gas Fleet Assistance will not meet the cost of the permit. You will need to discuss any
costs incurred with your line manager.

3.6.6 Fixed penalty parking notices

The fixed penalty notice (FPN) system of fines applies to both static and moving motoring
offences. In general, they provide the driver who has committed an offence with the option of
paying a fixed penalty fine or to contest the issue with the local council.

The system is operated by police officers and traffic wardens or by camera enforcement. The
FPN is either passed directly to the driver committing the offence or is fixed to the windscreen of
the vehicle. You should immediately email a photograph of your parking charge notice to the
parking team on [email protected]. This will help the team to process the
notice quickly and prevent a higher charge being incurred.

If you fail to notify the parking team, a reminder notice will be sent to the registered keeper of
the vehicle which is British Gas Fleet Assistance. By this stage the fine amount is likely to
have increased.

Your line manager will be notified of all FPNs and your cost centre will be charged with the cost
of the fine, which your line manager may recover from you.

3.6.7 Parking in cities or areas with restricted parking

Parking controls in London and other large cities have generally been contracted out to private
companies. A parking enforcement operative in uniform has similar powers to that of the police
and traffic wardens when dealing with parking offences.

Responsibility for safe parking and immediate payment of fines remains with the driver. London
based managers have made special arrangements to manage parking fines. Where such
arrangements are in place your line manager will brief you.

3.7 Congestion charging

If congestion charges apply such as areas of central London which operates a congestion
charge scheme through TFL (Transport for London) payment needs to be made to drive your
vehicle in those areas within the times specified.

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If you enter the congestion charge zone on a regular basis it is possible to pre-register your
vehicle so that you do not need to make arrangements to have the charge paid every time you
enter. Your line manager will be able to advise you regarding the most suitable arrangements.

If you enter the congestion charge zone and your vehicle has not been pre-registered you must
call British Gas Fleet Assistance on 03701 50 60 50 option 6 on the day that you enter the
zone to ensure that the daily charge is paid to avoid receiving a fine.

3.8 Finding the correct driving position

People who suffer with back pain may find it is more noticeable during and after driving
especially following prolonged periods at the wheel.

Here’s how to find the correct driving position:

• Sit right back in the driver’s seat so there is no space between your bottom and the
backrest of the seat.

• You may find that your ability to fully and comfortably depress the pedals has changed. If
so, readjust the distance from your seat to the pedals (known as seat reach).

• Check your reach distance from the steering wheel. To do this, fully straighten your arms
and rest them on the top of the steering wheel. If you are the correct distance from the
wheel, your wrists should be resting on the wheel with your hands dangling over the
wheel. If this is not the case, adjust your backrest recline angle (known as seat rake).
Ideally, your backrest should be reclined at a 10 degree angle. Your steering wheel may
also have depth adjustment to help you achieve this position.

• Adjust the seat height to give full and clear vision of the road.
• Adjust the head restraint height to ensure its base is level with the base of your skull.
• Adjust the height of the seat belt retainer to ensure the belt contacts evenly over your

collarbone and chest.
• Your driving position may be quite different now so you may need to readjust the position

of your external driving mirrors.

To minimise strain and injury:

• Think about your posture. Do not hunch over the wheel. If there is limited or no support
to your lumbar region fit a cushion or a lumbar support.

• Keep your chin in rather than sticking it out. Do not grip the wheel too tightly because it
will tense the muscles and add to stress. Relax your shoulders and keep your head
upright over your shoulders.

• Adjust the driving mirrors to suit your posture so you can use the position of the mirrors
to recheck your sitting position.

• Do not drive for long periods without a break. If you are on a long journey, make frequent
stops (at least every two hours). Take the opportunity to walk around to stretch your legs
and spine.

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• Remember that when you adjust your seat to the optimum seating position, you may
experience some discomfort as your body adjusts to the new position. Don’t worry it will
only last for a few days so please preserve. It will be worth it.

• When getting in and out of the vehicle try to avoid straining and twisting. When getting
out turn your whole body towards the vehicle door and slide your feet onto the ground
and then stand up, and vice versa for getting in.

• If you have leaflet pouches behind your seat, avoid twisting round to get them. It is better
to get out of the vehicle and reenter facing the rear by placing one knee on the seat to
avoid twisting the lower back.

• If you need to access the rear of the vehicle to lift items or tools out of the vehicle, try to
keep the space tidy and organised so you can place one knee into the vehicle to reach
and lift items from a good stable base. Avoid stooping from the back with the knees
locked straight.

3.9 Driving standards and behaviours

Driving is probably the most hazardous thing people do. In the UK, about 20 people are killed
and 250 seriously injured every week in crashes involving people driving, riding or using the
road for work purposes. Centrica employees drive approximately 100 million miles each year.
Studies have shown that incident rates for people who drive on company business are 30-40%
higher than other drivers.

Centrica has introduced Driving on Company Business guidelines that aim to:

• Improve driving behaviours.
• Reduce vehicle incidents.
• Increase driver awareness of the risks associated with driving.
• Develop driving skills.
• Uphold Centrica’s duty of care to its employees.

Employees may be required to undertake a driver training assessment in their company vehicle.
The driving assessment covers all road types, junctions, roundabouts, reversing, various road
signs and markings plus any situations incurred during the assessment. Driving errors are
highlighted to the individual for correction. The driver’s licence, eyesight and condition of the
vehicle is also checked. The assessment allows adequate time for driving skills to be assessed
and developed plus instruction on fuel efficient driving.

Additional road safety interventions include a pre-course questionnaire, which takes into
consideration the driver’s experience, knowledge, attitude and behaviour plus a safe driving
pledge.

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3.10 Driver courtesy

Driver courtesy covers all aspects of driving including respect for your own life, your passengers
and all other road users.

Take the following advice:

• Remind your authorised passengers to put on their seat belts.
• Obey speed limits.
• Obey stop signs and stop lights.
• Use your indicators to assist other motorists when you change direction.
• Keep music at a level that still allows you to hear sirens and horns (and act accordingly).
• Watch out for motorcycles, pedestrians, cyclists and horse riders.
• Watch out for children playing near the street or in driveways.
• Remember that pedestrians have the right of way.

Remember you are an ambassador for Centrica and your actions behind the wheel are visible to
our customers and your colleagues. Please be aware that members of the public may report
any discourteous or dangerous driving.

3.11 Defensive driving

Defensive drivers have a good attitude to driving and understand how to maximise safety
margins. They look and plan ahead to keep their vehicle moving and anticipate the actions of
others to reduce their risk.

Here are some tips to become a better defensive driver:

• Maintain a good level of attention and regularly scan ahead for accurate observation.
• Be aware of the risks inherent in road and traffic situations then act to keep identified

risks to a minimum.
• Be aware of your own limitations and those of your vehicle and the roads you travel.
• At roundabouts when you are waiting for traffic from your right, remember to look

forwards before moving off. The vehicle in front may have stopped again.
• Take regular breaks on long journeys.
• When in slow or stationary traffic, leave a gap big enough to be able to see the bottom of

the tyres of the vehicle in front. This will enable you to move around vehicles to avoid
danger. It will also reduce the risk of the vehicle behind pushing you into the vehicle you
are following. Remember ‘Tyres and Tarmac’ and if you can't see both you are too close!
• When stationary engage the handbrake to avoid being pushed into the vehicle in front.
• Leave a 2 second gap between you and the vehicle in front to reduce the danger of a
vehicle collision. Remember the saying ‘Only a fool breaks the 2 second rule’. Stopping
distances increase by between 2 and 5 times in wet weather and by 10 times in snow or
ice. Tailgating is an offence and the police may prosecute you.

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3.12 Speed limits and speed limiters

It is important for the safety of all road users, your own entitlement to drive and the good
standing of Centrica that you obey posted speed limits.

The law prohibits most commercial vehicles (vans) from travelling faster than 50 mph on single
carriageways and 60 mph on dual carriageways. Some vans may be registered as a ‘car-
derived van’ in which case the speed limits are the same as a car, but this is the exception not
the rule therefore Centrica policy is to apply the lower speed limits to all commercial vehicles.

You should drive at safe speeds in towns and villages and stay within the limits:

• Watch out for speed limit signs. Repeater signs are not common in 30 mph zones and
some signs may be small or covered by mud or foliage.

• Check your speedometer regularly. It only takes a fraction of a second and should be as
automatic as checking your mirrors. Remember that breaking limits by just a few miles
per hour can be fatal.

• Use your gears. As you approach a 20 mph or 30 mph zone from a higher limit road
switch to a lower gear. If you are driving on a 20 mph or 30 mph road and are travelling
downhill also switch to a lower gear to prevent you unwittingly picking up speed.

All Centrica commercial vehicles are fitted with a speed limiter, which is programmed to limit the
vehicle top speed to 70 mph. The top speed limiter has no detrimental effect on acceleration or
engine performance so the vehicle will drive as normal until 70 mph is reached. When top speed
is reached allow the accelerator pedal to lift slightly, as driving with the accelerator hard down
will not increase speed but will severely increase fuel consumption.

3.13 Speed and vehicle incidents

Inappropriate speed choice contributes to incidents resulting in serious injury and death. This
includes both 'excessive speed' when the speed limit is exceeded but also driving or riding
within the speed limit when this is too fast for the conditions e.g. poor weather, poor visibility or
high pedestrian activity.

Drivers and riders who are travelling at inappropriate speeds are more likely to crash and their
higher speed means that the crash will cause more severe injuries to themselves and to other
road users. Inappropriate speed also magnifies other driver errors such as driving too close or
driving when tired or distracted, multiplying the chances of these types of driving causing a
vehicle incident.

Approximately two thirds of all crashes in which people are killed or injured happen on roads
with a speed limit of 30 mph or less. At 35 mph a driver is twice as likely to kill someone as they
are at 30 mph.

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At 30 mph, vehicles travel 12.0 metres (or 3 car lengths) every second. Even in good conditions
the difference in stopping distance between 30 mph and 35 mph is an extra 8.5 metres, which is
more than 2 car lengths.

Statistics show that when stopping dead from the following speeds at a distance of 23 metres
(75 feet), these are the outcomes for the pedestrian you hit:

Initial Speed Stopping Speed Outcome
30mph 0mph No injury
32mph 11mph Serious injury
40mph 26mph Killing zone
50mph 40mph Dead

3.14 How to avoid a rear collision

Being hit from behind whilst in a stationary or slow moving queue is one of the most common
vehicle incidents. There is a general misconception that there is nothing a driver can do to avoid
their vehicle being hit from the rear, but the following tips can help to avoid a collision:

• Ensure all lights are kept clean so that other road users can see you.
• Drive defensively. Look ahead, anticipate the road conditions and the action of others.
• When at the back of a queue always leave a large gap. Remember ‘Tyres and Tarmac’

and if you can't see both you are too close!
• Keep an eye on your mirrors for approaching traffic. This gives you space to move

forward to lessen or avoid impact. You may even be able to move out of the way.
• If the queue is hidden from following traffic by a bend, rise or bridge consider stopping

where following traffic can see you even if this is well short of the queue, only moving
forward when you are sure vehicles approaching have seen you.
• Consider keeping brake lights on and be ready to use hazard lights if necessary. These
may be wise anyway in particularly vulnerable situations.
• Avoid harsh acceleration and braking. Do not carry out any unpredictable manoeuvres.
• Use your direction indicators thoughtfully and in good time to inform other road users of
your intentions.

3.15 Fuel efficient driving tips

• Drive smoothly avoiding harsh acceleration and heavy braking whenever possible.
• Use selective gear changes and block changing up e.g. 3 to 5.
• Brisk acceleration so that ‘cruising speed’ is achieved as soon as possible.
• Allow the vehicle to slow down using its own momentum and using engine braking on

the approach to roundabouts and other hazards (in gear, no gas, no brakes, clutch pedal
up).
• Reverse into parking spaces so that when you move again, and the engine is cold, you
can drive away immediately rather than having to manoeuvre first.

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• Drive off immediately when starting from cold. Idling to heat the engine wastes fuel and
causes rapid engine wear.

• Keep the vehicle moving and avoid stopping whenever possible.
• Drive safely in as high a gear as possible without causing the engine to labour.
• Apart from it being illegal to exceed posted speed limits, driving at lower speeds can

save up to one litre of fuel for every 20 miles driven.
• Turn off air conditioning when not required as this can increase fuel consumption by up

to 10%.
• Check your tyre pressures regularly. Underinflated tyres wear more quickly and increase

fuel consumption.

3.16 Driving in bad weather

Check your vehicle and ensure that:

• Tyres have a good tread depth and are inflated correctly (including the spare).
• Windscreen wipers and washers are working properly.
• Lights are clean and working.
• Check that all your vehicle windows and mirrors are clear from mist, frost and snow.

Snow and ice reduce what you can see and can be dangerous to other road users as it
falls off your vehicle.

When driving in wintry weather:

• Drive according to the conditions on treated and untreated roads.
• Reduce speed in poor visibility, where there is snow or if ice may have formed.
• Use the highest gear possible to help keep control of the vehicle and avoid harsh

braking and acceleration.
• Maintain larger stopping distances. 2 seconds between vehicles is acceptable for good

conditions but on a wet road surface means it will take twice as long to stop, so you
need to be at least 4 seconds behind the vehicle in front.
• Use dipped headlights in poor visibility and snow so others can see you.
• Use rear fog lights in poor visibility but remember to switch them off when conditions
improve.
• Watch out for other road users including motorcyclists, cyclists, pedestrians and
children, who may also be having difficulties in the conditions.

Fog is especially a danger in autumn and winter and is a major cause of incidents:

• Slow down, keep your distance and turn your lights on in fog.
• Drive very slowly using dipped headlights. Use fog lights if visibility is seriously reduced

but remember to switch them off when visibility improves.
• Don't hang on the taillights of the vehicle in front. This gives you a false sense of security

and means you may be driving too close.
• Don't speed up suddenly. Even if it appears to be clearing you can suddenly find yourself

back in thick fog.

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Ice, snow and slush drastically reduce the ability of your tyres to grip the road, which means that
slowing down, speeding up or changing direction all become hazardous. The trick to driving in
these conditions is to be as smooth as possible:

• Drive slowly, allowing extra room to slow down and stop.
• It can take 10 times longer to stop in icy conditions than on a dry road.
• Use the highest gear possible to avoid wheel spin, manoeuvre gently and avoid harsh

braking and acceleration.
• To brake on ice and snow without locking your wheels, get into a low gear earlier than

normal, allow your speed to fall and use the brake pedal gently.
• If you skid, ease off the accelerator but do not brake suddenly.

Remember:

• Be sure to give cyclists and motorcyclists extra room in bad weather.
• Dazzle from the low winter sun can be dangerous. Carry a pair of sunglasses in the

vehicle just in case it's too low for the visor. Make sure your windscreen is completely
clean.
• It takes twice as long to stop on a wet road as it does on a dry one and up to 10 times
longer in icy conditions.

When you come across flood water or fords:

• Do not try to cross floods if the water seems too deep as water getting into the engine
will cause it to fail. If you must go through a flood, drive slowly in first gear to avoid
stalling the engine. Keep the engine revs high and slip the clutch if necessary.

• Avoid the deepest water, which is usually near the kerb.
• After you have gone through a flood test your brakes. Only drive on at your usual speed

if the brakes are fine.

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