How It Works
Below is a brief overview which shows our process map from collection of products through to the point of delivery.
Collection of Bags
Our collection teams collect all over the UK. Each team is allocated its own area. Each team delivers and collects from every household in their area every four weeks.
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We only use the biggest and more well-known charities to ensure that the quality of clothing that is donated is of the highest quality. We have a combination of very large national charities and smaller local charities which are very popular in their particular area. We know that people make a choice and donate only to their favourite charities. That is why door-to-door quality is far superior to quality from textile bins which is considered more of a waste facility.
Controlled Collection
A member of staff accompanies the collection driver to ensure the donated bags collected from the doorstep arrive at the depot untouched.
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In the past, we have had problems with collection staff tampering with the bags. This started to happen when we employed East European personnel. Although we do still have East Europeans working for us, we are satisfied they are honest and conscientious, indeed all of them have been with us for many years. Nevertheless, a member of staff often accompanying them on their collections, this gives confidence to our customers that the donated bags remain untouched. It is our policy now to recruit only UK citizens. In many of our depots, UK citizens collect the majority of the bags. As a result, we no longer have serious quality issues.
Processing Of Products
Each team’s collection is unloaded and checked individually.
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Any waste or wet clothing is immediately removed from the bags. Bric-a-brac and household linen are also removed to be sold separately, leaving only good quality clothes, shoes and accessories.
Barcode and Labeling
Each collection bag is allocated a bespoke barcode and coloured label.
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If there are any quality issues the bag can be tracked by team, area and date of collection. The collection teams are fully aware of the system. If there is any tampering of bags the barcode system will enable us immediately to identify the culprits.
Quality Checking
From each collection, we check at least 30 to 40 bags. Each donated bag is then quality checked and the contents analysed to ensure only the best quality products are delivered to our customers.
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When checking we also make sure that at least 75% of the bags contain shop mix and cream quality. If any waste is found it is removed.
Warehouse Security
CCTV is installed in all of our warehouses.
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Our CCTV is monitored daily and every process is recorded. We use the CCTV to ensure that quality checks are being completed to the highest level and to also make sure that any items of clothing are not being taken from the bags.
Product Storage
We store all of the donated goods that have been collected into designated storage bays. Each warehouse is organised, tidy and well maintained at all times.
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The collection vans are always unloaded in individual bays in the warehouse. By this method, we can always take great care load by load.
Loading
We load every truck or sea container with care. (photographs are available on request)
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Once we receive a customer’s order, we take the utmost care to ensure that the truck is loaded correctly. Each truck is photographed at various loading stages and monitored from beginning to end. When the load is delivered to the customers’ warehouse they can compare the photograph of the final stage of loading with the image when the doors of the truck or sea container are opened. This ensures that the driver has not been tampering with the truck. If there is a suspicion that a driver is involved we request the GPS tracking of the truck.
Bonus Scheme
We operate a bonus scheme which has been operated over several years and has proved to be successful for our customers
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The bonus scheme structure has been successful in maintaining good quality products for our customers. If there have been no complaints about each depot for each calendar month ALL the teams are rewarded.
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