THE VOICE OF INDEPENDENT FUNERAL DIRECTORS May 2021 | NO. 229

WHICH WAY NOW? HOW INDEPENDENTS CAN SHAPE THEIR TEAMS, THE PLANET AND THE FUTURE

Working smart for members SAIF’s work on your behalf to help you stay compliant, safe and well

CONTENTS

FEATURES

16 20 24 FUNERAL PLANS: THE FUTURE GREEN COFFINS OUR PANDEMIC RESPONSE As the Financial Conduct Authority (FCA) launches a period Behind the scenes at Terry Tennens reveals of consultation on its proposals, SAIFInsight meets Richard Musgrove Willows, in part how SAIF has represented Sutcliffe, the FCA’s Head of Consumer and Retail Policy two of our environment series members during the crisis

CONTACTS

PUBLISHERS EDITORIAL SAIF Claire Day, co-editor SAIF Business Centre [email protected] 26 28 36 3 Bullfields, Sawbridgeworth Michael Fern, co-editor Hertfordshire CM21 9DB michael.fern@ LEADING WELL TEAMWORK SAIF CHARTER Telephone: 0345 230 6777 goldencharter.co.uk Julian Walker Nathan Martin Chair Adam National President: talks leadership explores the K Ginder reflects PRODUCTION Mark Porteous as Independents importance on strengthening Produced by: [email protected] face challenges of investing protections for Connect Publications Chief Executive: (Scotland) Ltd and changes in your team customers Terry Tennens Managing Editors: [email protected] David Cameron Scottish President: david@connect James Carcary REGULARS communications.co.uk [email protected] Pauline Burnett GOLDEN CHARTER pauline.b@connect 8 37 communications.co.uk Head Office REPORTER KEY CONTACTS FOR SAIF, Design: Stuart Mathie SAIF SCOTLAND AND Canniesburn Gate Bearsden G61 1BF 31 GOLDEN CHARTER Telephone: 0141 942 5855 ADVERTISING DR BILL Advertising sales: Chief Executive Officer: Jane Deane 40 Suzanne Grahame jane@connect 34 MEMBERSHIP UPDATES suzanne.grahame@ communications.co.uk SAIF BUSINESS CENTRE AND DIRECTORY goldencharter.co.uk Telephone: 0131 561 0020

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3

LEADER

TERRY TENNENS SAIF CHIEF EXECUTIVE Find your ‘why’ SAIF CEO Terry Tennens on bringing values to life imon Sinek wrote the best-selling that genuinely help them reduce cost, 4. Longevity goes a long way book Find Your Why to assist complexity and confusion are more effective, There is, as the old saying goes, a difference entrepreneurs, business owners and as are firms that keep their promises. between involvement and commitment; team leaders to set ambitious goals. like the difference between ham and SHis view was: “People and organisations 2. The ‘why’ eggs, the chicken is involved, but who know their WHY enjoy greater, long- Here’s the opportunity for the pig is committed. For sure term success, command greater trust and family brands. Consumers SAVE independents are the ham – loyalty among employees and customers and will readily identify with there is total commitment to are more forward-thinking and innovative a clear sense of purpose, THE ensure your business thrives than their competition.” backed up by positive DATE by succeeding in offering In order to know their why, organisations behaviours. ‘Why’ a professional care and service need to be on the same page, no matter how business does what it does, SAIF Education Day for your clients at the worst small the business is. Clear purpose, shared as opposed to the ‘what’ or is on November 10 time of their lives. It’s because values and a compelling vision are three the ‘how’, is something few in Leicester. your name is above the door. ingredients that can accelerate your firm companies articulate. Family What you see with family from average to excellent. and independent businesses businesses is longevity of In the last edition, we considered how tend to be founded with a real commitment. There is a deeper our society is seeing the renaissance of sense of purpose and vision, and while this emphasis on vision, value and intent than independent businesses during the pandemic may have been forgotten over time, it can in non-family businesses. This leads to and the cultural advantages of this. Further be rediscovered and used to powerful effect. brand consistency and continuity over time. advantages of being an SME include: Customers know and trust your name and 3 The desire for connections can predict your behaviour, and this leads to 1. Consumers want authenticity We live in a digital world where people want preference and loyalty. Consumers need to be able to believe in a to connect and smaller businesses can thrive For a family brand, the quality of your brand. This isn’t as fluffy as it sounds. You’ve on building direct links with consumers. relationships can actually become your been in business for a hundred years, so But there is a more profound and long- point of differentiation. You can offer a what? To really leverage the value of your term need for connection so, in the work service that’s very similar to a competitor’s, family brand, you have to go deeper. we do, empathy and personal relevance but if you’ve built a relationship with your Today consumers can dig around on have become much more important. These consumer, they may prefer to stick with you. the internet and discover in five minutes qualities can often be found in abundance in The imperative here is to maximise what whether you’re trying to portray an image the generational story of a family brand and you stand for as a firm. Articulate very clearly you don’t live up to in reality, so it’s more the new modern funeral director. So, when what your values are and emphasise your important than ever to help them get around we tell brand stories, we must make sure we consistent sense of purpose in everything their inherent distrust. Independent brands include values that consumers can relate to. you say and do. Bring it all to life so people can identify with your story and your brand. That’s how you inspire preference and FCA & CMA UPDATE loyalty and achieve commercial advantage. The SAIF-FCA Regulatory Taskgroup regulation’ for English funeral directors Finally, I’m pleased to say that SAIF (Paul Allcock, Sean Martin, Declan and we hope the Welsh and Northern virtual AGM on 21 April 2021 was successful, Maguire and Jeremy West) has Irish Governments will align with this. with annual accounts, reports and election of submitted our response to the FCA’s SAIF looks forward to collaborating Executive Members taking place. The 2022 consultation paper. More news on this and supporting a common quality AGM will take place at The Dalmahoy Hotel, to follow. The CMA’s final order for assurance standard across the three Edinburgh, on March 17-20, so please save online pricing is due by June 17 and the nations. SAIF Scotland is liaising with the date! SAIF-CMA Regulatory Taskgroup will the Scottish Government, the continue to engage with them on this. Inspectors, and the Burial and Best wishes, We are very encouraged that the Cremation team and we await the UK Government’s Ministry of Justice implementation of their statutory has agreed to experiment with ‘co- Code of Practice. [email protected]

5

LEADER

SUZANNE GRAHAME GOLDEN CHARTER, CHIEF EXECUTIVE OFFICER Future plans Supporting plan holders this year and beyond

f spring is a time for new beginnings, in Malcolm Flanders’ early online calls satisfaction surveys through telephone that’s quite literally the case at which persist to this day, in giving you calls from our research partner. We know Golden Charter, where we have information by webinar, video and podcast, from last year’s surveys how successful begun our new financial year. This and in how our Business Managers this method is in giving you the space Imonth, I want to set out how I will lead adapted to support your specific needs. to speak your mind. Together with Golden Charter through the next year Financial Conduct Authority (FCA) customer surveys reaching thousands and beyond. regulation is also explicitly about customer of plan holders every year, we can ensure Like everyone surrounding the funeral experience. Its consultation hammered we capture your customers’ varying profession, including the regulators, home its aim to ensure products “meet needs more successfully than ever. my core consideration is serving and the individual needs of customers”. protecting the people purchasing If you’ve read my column before, you Recognition funerals. All sides of the regulation know how seriously I take regulation, and I see the fruits of your families-first discussion have been clear from the this year is the culmination of that focus: approach every day in our interactions beginning that a families-first approach we will be able to apply for authorisation with customers and what they say about is the only way to organise rules everyone before the year is out. your service. As regulation has shown, it’s can adhere to. That can mean different With your support of our Handbook vital your work with families is recognised. things for each of us, yet is also already a and Funeral Director Agreement, you Our 2019 awards introduced new philosophy at the heart of many of your can be reassured you already have the categories beyond simple funeral plan businesses, often going back generations. fundamentals in place, and together we sales. Now we will go further by re- Recently, we have had a glimpse of can provide families with the reassurance introducing the ‘Independent Funeral how the regulators and Government see of FCA regulation very soon. Director Business Awards’, putting your customer focus in practice. service to families front and centre. Consultation It feels too soon to plan a mass Regulation Just as the regulators consult ahead of participation event, so we are exploring For the Competition and Markets changes, I am committed to engaging with options beyond our usual awards dinner. Authority (CMA), price transparency is funeral directors as we plan our future We will update you soon, but rest assured key to protecting customers, as its latest together – and not through time-bound the awards will showcase great customer draft order emphasises. consultations. SAIFCharter’s working experiences and I look forward to having Many of you had already moved towards groups are the heart of insight gathering the privilege to present these, in whatever full transparency, including through for the decisions Golden Charter makes, format is possible. helpful resources like localfuneral.co.uk, as regulation has shown: we’ve had great It looks as though we are cautiously our find-an-Independent site, which has input from the Regulatory Working moving out of the pandemic, but funeral developed to reflect CMA expectations. Group to focus our FCA response and directors tell me the effects on colleagues One of my earliest goals for the year wider plans. The group has successfully have been dramatic. Yet your response has been to expand how the site helps brought SAIFCharter Executive has been equally strong. you meet regulation’s requirements. members together with a wider range of You have always been at the core of That is now taking concrete form: funeral directors, and I thank those such your communities; this year, through funeral directors will now be able to list as Michael Hart-Abbott, Ross Hickton, regulation, the Government’s response attended and unattended funeral prices. George Locke, Julian Walker and Max to it, and even the Independent Funeral The result: families searching for a local Webber for their recent work alongside Director Business Awards, the local funeral director online can find clear, Executive members. services you provide to families are being consistent information meeting the Working groups go far beyond recognised on a national scale. CMA’s requirements. regulation, and are hugely valuable I will ensure such innovative solutions to me in understanding and planning continue to meet future challenges. We Golden Charter’s future. Spreading our diversified what we do early in the insight gathering net even wider, we are pandemic, through localfuneral.co.uk, launching revamped funeral director [email protected]

7 THE DUKE OF EDINBURGH’S FUNERAL + FIFE FAVE Reporter RETIRES + JOHN WEIR’S THE QUEEN’S CHOICE

Plans for the Duke of Edinburgh’s funeral were codenamed Operation Forth Bridge, while the Queen’s, which were established in the 1960s, are named Operation London Bridge.

The Duke’s coffin was draped in his standard, which represented elements of his life, from his Greek heritage to his British titles. Duty for the Duke Leverton & Sons provide impeccable service for the royal family AIF member Leverton & Sons appointed royal undertaker by the Lord was in the spotlight as the Chamberlain’s office and has since world watched the Duke conducted the funerals of Princess of Edinburgh’s funeral on Diana, the Queen Mother and Princess SSunday, April 17. Margaret. Centre of the procession from the The company is also no stranger The family firm, which is based private chapel to the State Entrance to notable funerals over its 200-year in north London and was a founding of Windsor Castle was the hearse, history, having looked after those of member of SAIF, is now led by cousins made from a Land Rover Defender George Orwell, Sir Henry Royce (co- Pippa and Andrew Leverton. TD5 130 chassis. founder of Rolls-Royce) and Margaret Coverage of the Duke of Edinburgh’s Thatcher. In 1991, Leverton & Sons was military procession to St George’s Chapel at Windsor Castle was viewed by more than 13.5 million in the UK alone, while the Queen Mother’s funeral was watched by 10.4 million and the Princess of Wales’ ceremony had a record 32 million in 1997. Prior to the Duke of Edinburgh’s funeral, SAIF CEO Terry Tennens tweeted: “We were deeply saddened In procession behind the specially to learn of the passing of HRH The adapted Land Rover carrying Prince Prince Philip, Duke of Edinburgh. The Philip’s coffin were princes Charles, @NationalSAIF family sends sincere Andrew, Edward and Princess Anne, condolences to the Queen and the as well as grandsons, princes William Royal Family. And know @Levertons and Harry. They were joined by will serve the Royal Family with Princess Anne’s son Peter Phillips, distinction as a founding Independent her husband Vice Admiral Sir Tim Pippa and Andrew Leverton of SAIF.” Laurence and the Earl of Snowdon.

8 REPORTER ALAN’S ADIEU Alan Morrison, a well-known National SAIF offices in face at SAIF events, has Sawbridgeworth, meeting swapped meetings for the golf the likes of Chas Nethercott, course having taken early Gary Neill, Alun Tucker, Paul retirement. Allcock, Helen Whittle, Mervin Alan entered the Tullock, Julie Walker, Clive Independent world in 1993 Leverton and Chris Parker. I when he swapped the Co-op got to know a lot of people and for Kirkcaldy-based Crosbie the more people you know, the Matthew Funeral Directors. more you get drawn into.” It was a decision he did The SAIFInsure Cup (now not regret as he became a known as the Gordon Kee key player in the business’ Cup) was a good fit for this expansion to Glenrothes, gregarious golfer and, in 2003, Dalgety Bay and Rosyth. Alan began many years of Key roles in SAIF Scotland travelling to Spain, Portugal followed, and he fondly and Dublin, raising money for remembers his first meeting charity along the way. at the Royal Hotel in Perth. Meanwhile, his SAIF “About 100 members were Scotland executive career there and it was standing blossomed into a Treasurer room only – there was a great and Membership role, which atmosphere.” He was hooked! he stood down from just a A role on SAIF Scotland’s couple of years ago. the IFD college was a great privilege but now it’s time for executive team followed, “I enjoyed all of the years, thing, as was setting the the next chapter while I’ve still then a two-year stint as Vice and looking back at what standards for Independents. got my health.” President of SAIF Scotland SAIF Scotland and SAIF have It’s been a rollercoaster ride With his love of golf and under Jim Brodie. “That achieved over the years is and I learned so much being cars Alan will no doubt have meant I travelled down to really rewarding. Developing part of SAIF – it has been a little difficulty filling his days!

9 REPORTER “It’s a truly amazing honour” As John Weir settles into his new role as High Sheriff for Kent, SAIFInsight gets the inside info on what it involves…

part from the funeral collecting taxes and, of course, enforcing and emergency services are upheld. business, I’ve spent 24 law and order and there was no choice The courts and the prisons are familiar years as a magistrate, and of being put in nomination. So, when territories for me, but the role also I was bench chairman for the list was written in ink, people would involves ensuring the welfare of High “Athe North Kent bench, but when I was try to get the names off of it, but when Court judges when they visit the county asked if I’d like my name to be put in there’s a hole in the parchment there’s to conduct trials, and I will support nomination for the post of High Sheriff no going back. the Lord Lieutenant in the county and of Kent, it took a bit of thinking about. But it’s not until 12 April, when the attend any royal visits that may occur. But it’s an amazing honour, it truly is. confirmation appears in the London My diary is beginning to fill up At a private ceremony at Windsor Gazette, that you can actually press the with High Sheriff duties now, but I’m Castle on March 10, the Queen picked green button. The Lord Chief Justice very fortunate that at the office we’ve the sheriffs in a tradition which goes issued a word of caution to say whilst got a very, very good team. As we are back 1,000 years. What’s amazing, and he congratulated us all for being in a very large practice, I don’t go out humbling, is that the sovereign still nomination, Her Majesty would be on every funeral, but if any families picks the sheriffs personally using a mightily displeased if we were to particularly want me, or if I’m looking silver bodkin which Elizabeth I used for assume we were going to be chosen. after people that I know, that will the first time in the 16th century. Three So, for the next year, I am the Queen’s take precedence. I’m very fortunate names are on a parchment scroll for each representative in all things judicial in that Beverly, my wife, is a very good area, and she pricks one. That’s done the county of Kent, making organiser, as is my PA, Debbie Tunnard, because, years ago, the High Sheriff sure her interests in so I’ve just got to turn up. had tremendous powers including police, prisons, courts Because of COVID, I was sworn in on April 16 at St Margaret’s Church, Rainham, with events overseen by His Honour Judge David Griffith-Jones QC, resident judge and honorary recorder at Maidstone Crown Court. Traditionally you’d entertain the people afterwards, provide them with refreshments and so forth, but that wasn’t possible. However I’ve had so many warm wishes from people within the funeral business. High Sheriffs tend to have a theme for the year. If I were to follow that, my theme would be young people. I’ve chaired a lot of youth courts in the past, and one of my aims is to support the young offender teams in Medway in Kent in an endeavour to keep young people out of the criminal justice system. However, because of the year we’ve just had, I’m going to concentrate on the unsung heroes, to say thank you to those who have kept this county going. It’s going to be an interesting year.”

About John John has been in the funeral business for 50 years, since he was 17, and has funeral homes in the Medway towns of Kent: Rainham, Gillingham, Chatham and Parkwood. Medway is the biggest conurbation in the southeast John’s High Sheriff outside of London, with a population uniform is 18th century of 260,000 people. Along with Terry court dress, consisting of Tennens, John has represented SAIF a velvet jacket with steel members’ interests on a weekly buttons, breeches, and Cabinet Office group throughout the shoes with steel buckles COVID-19 pandemic.

10 REPORTER Plan ‘pioneer’ retires Colleagues and funeral directors commitment, her style and her banter. celebrated the achievements of Linda All the best for the future, Linda.” Harvie as she steps down after 23 years of bringing Golden Charter to What the funeral directors say… businesses in the north. Regional Business Manager, “Linda has been the face of Golden Georgia Henney said: “Linda was key Charter in our company for over 20 ONLINE RESOURCE in the expansion of our funeral director years and we miss her already.” network in the north. Her success at Sheila Matthew, Crosbie Matthew LAUNCHES Golden Charter is no better articulated Funeral Directors Suicide Bereavement UK, an than by how highly everyone speaks of organisation regarded as a leader her. She has been an incredible asset “Linda has been a shining light in Golden in the field of suicide bereavement to Golden Charter and we will miss her Charter’s relationship with funeral training and research, has launched directors across Scotland. The integrity a series of training modules. The with which she has upheld her roles will ‘On The Go’ modules complement make her very difficult to replace.” Suicide Bereavement UK’s face-to- Jim Auld, James Auld Funeral Directors face training, covering ‘Postvention Assisting those Bereaved by “Linda deserves a damehood for Suicide’ and ‘Emergency Services delivering, so eloquently, the many Postvention Response’ training. varied and wonderful messages from The next module, Applying the above. She was a great ambassador for ‘Grief Map’ Model to Support People Golden Charter, and we will miss her.” Bereaved by Suicide, is on May 24 Ian Sturrock, Sturrock Comb & Davidson at 10am.

“We can’t imagine the next chapter For more information go to Linda (left) with without her. All of our future successes suicidebereavementuk.com/ Vicki Fraser will involve a toast to Linda!” sbuk-training Vicki Fraser, John Fraser & Son

11 12 REPORTER

The Peter Grenfell funeral home in Ashington is now a purpose-built funeral home with increased resources

New funeral hub for North East £1.5 million investment offers five teams state-of-the art facilities

Five Northumberland funeral firms will will continue to serve local communities benefit from a rebrand and major £1.5 from existing branches and benefit from million investment as funeral director access to a state-of-the-art central hub William Purves brings its northern at the Peter Grenfell funeral home in branches under one banner and adds a Ashington. The building has undergone new funeral hub for the North East. a £1.5 million refurbishment and is now a This significant investment from one of purpose-built funeral home with increased the largest independent funeral directors resources all of the branches can access. in the UK unites five legacy firms – Gary North East regional manager Gary Staker, Jacob Conroy & Sons, Alistair Staker said: “While local people may Turner, Tom Woodhouse and Peter notice a new name and identity for the five Grenfell – under a single brand identity. firms, the biggest changes are behind the Inside the Together as part of William Purves, they scenes. A new mortuary and embalming new mortuary theatre means that we can really back up what we offer to families and give them approached by businesses looking to more time with their loved one. It has been sell. Tim Purves, chairman of William such a benefit during the second wave of Purves, said: “As a fifth generation family COVID-19 because, with five businesses business, William Purves is rooted in local across seven sites, it meant we could communities. Our North East firms are a manage the workload and bring staff in key part of our family and this investment to help where needed.” brings together five of the industry’s best The acquisition of businesses across under one banner and ensures they can Scotland and North East England has deliver the highest quality funeral services, been organic as William Purves has been today and tomorrow.”

A SAD FAREWELL TO JIMMY Ben Broadhead, of E Turnbull & Son generation to run E Turnbull & Son in North Shields, says goodbye to his Ltd, a company established in 1790. grandfather, fifth generation funeral He started at the tender age of 18 and director James Turnbull. was still a regular visitor to the office “It is with deep sadness that we even after his recent retirement. The announce the death of James Turnbull business continues to be run by his (Jimmy), aged 86, on April 24. He died daughter, Jane Broadhead. He will be peacefully at home surrounded by hugely missed by his family, friends his loving family. Jimmy was the fifth and all the staff at Turnbulls.”

13 REPORTER Politics THE LATEST POLITICAL NEWS AND VIEWS SURROUNDING THE FUNERAL PROFESSION

CMA: UK GOVERNMENT URGES ASSOCIATIONS TO AGREE FCA consults on regulatory framework UNIVERSAL STANDARDS FOR ENGLISH FUNERAL DIRECTORS for plan providers The FCA has published its draft rulebook esponding to the Competition A UK Government spokesperson for regulating funeral plan providers, and Markets Authority said: “The funeral sector is often launching a consultation on its proposals. (CMA)’s recommendations made up of unsung heroes within the Among the potential changes, the FCA is in its Final Report, the UK community, with much of their work consulting on proposals that would require Government has pledged to unseen by the public. The Government firms to provide all plan holders with an work with funeral directors recognises the hard work of the funeral annual statement, notify the plan holder’s in England to develop sector, and further appreciates its designated representative upon their death, a voluntary standards dedication through the challenges of and, where a customer is paying a plan in Rframework for the profession. the pandemic. Funeral directors have instalments beyond 12 months, promise to Given the effects of the coronavirus met the demands of this particularly deliver the funeral if the plan holder dies pandemic on the funeral sector, the challenging period, often providing before they have fully paid for the plan. UK Government believes now is not informal bereavement support in Under the draft proposals, plan the time for full statutory regulation addition to their usual services.” providers would also have to enhance of the at-need market in England, and Alongside Government plans for their oversight of Trust operations, end wishes to see both trade bodies agree on a voluntary standards framework in payments of commission to intermediaries, a universal set of voluntary standards. England, the CMA has launched a and set out proposals for stringently While rejecting an immediate consultation on its draft Order, which vetting and monitoring funeral directors. move to statutory inspections, the UK will apply by statute in England, The FCA has designed the draft rules Government agrees, in principle, that Scotland, Wales and Northern with consumers in mind, aiming to consumers in England would benefit Ireland. The CMA would require all improve outcomes for consumers through from a registration and inspection funeral directors to offer set attended better value products, sales practices and regime in the future. It will closely and unattended funeral packages controls. The regulator will confirm the monitor the effectiveness of the Scottish as defined by the regulator, display final rules for the funeral sector this Government's statutory inspection and standardised price lists, and submit summer, firms will be able to apply for registration regime, with a commitment annual compliance statements. The authorisation from autumn 2021, and to reviewing England's voluntary CMA consultation on the draft Order statutory regulation will commence on arrangement at a future date. is open until 5pm on Monday 17 May. 29 July 2022.

Lockdown and Golden Charter calls on next Scottish and Welsh loneliness: 3.7 million Governments to review impact of bereavement UK adults feel alone

In advance of this year’s Scottish of bereavement on family life. The proportion of Brits who say they often and Welsh parliamentary Following the death of a partner, one or always feel lonely has increased from elections, Golden Charter launched in five UK households drops below one in 20 during the early pandemic to one its Manifesto for the Bereaved. The the official poverty threshold while in 14, according to a recent report by the plan provider is calling on the next the social impacts of bereavement Office of National Statistics (ONS). Scottish and Welsh Governments can include loneliness, physical The ONS said that bereavement, living to introduce a named minister with health problems often brought in a single-person household, relationship responsibility for bereavement. on after prolonged periods of difficulties caused by the pandemic, and It argues that in the aftermath depression and anxiety, and even not having anyone to talk with had all of the pandemic, the new increased likelihood of suicide. contributed to the increase in loneliness. administrations will need a named Golden Charter is also calling According to the study, North East minister to co-ordinate strategy on the Governments to equip all England has the highest rate of loneliness, across Government, and ensure schools to respond to loss in a with 8.7% of adults experiencing social that policy makers give bereaved pupil’s life. This would include isolation, while Scotland had the lowest people the priority they deserve at taking steps to reduce the rate of rates of adult loneliness, at 6.5%. every stage of the grief journey. funeral poverty, particularly among Noting that loneliness can be as According to Golden Charter, low-income families with no bad for someone’s health as having a one of the first tasks for a named entitlement to funeral benefit,and long-term illness, the Royal College Minister should be to review encouraging families to plan for the of General Practitioners has called on the financial and social impact end of life. the Government to do more to tackle social isolation.

14 15 IN CONVERSATIONFEATURE WITH THE FCA FUNERAL PLANS: THE FUTURE As the Financial Conduct Authority (FCA) launches a period of consultation on its proposals, SAIFInsight meets Richard Sutcliffe, the FCA’s Head of Consumer and Retail Policy…

16 I WORK CLOSELY WITH FUNERAL DIRECTORS, SO HAVE AN UNDERSTANDING OF THE WORK YOU DO AND CHALLENGES YOU MAY BE FACING Richard Sutcliffe

Can you tell us a bit about the Financial firms providing these services. Find out consumer may be looking to buy a funeral Conduct Authority’s (FCA) objectives more about our approach to regulating plan. We’ve produced a short video and and your role at the FCA? funeral plan firms on our webpages.” have webpages that give more details about “Our aim is to make financial services protecting vulnerable customers.” work well – for people, businesses of all What’s the FCA's approach to sizes and the wider economy. We want to protecting vulnerable consumers? The funeral profession is unusual make sure that financial markets, including “We want vulnerable consumers to as most Independents are small and the pre-paid funeral plans market, are fair, experience outcomes that are just as good as micro businesses; what experience honest and effective so that consumers get those for other consumers, so we expect all does the FCA have in regulating a fair deal. firms to pay close attention to fair treatment sectors where small businesses have I’m head of the FCA’s funeral of vulnerable consumers. Protecting these a large presence? plans project, so I’ll be leading the customers will be particularly important for “We regulate more than 60,000 financial implementation of our regulation of firms in the funeral plans market. The very services firms. So, while we regulate the funeral plans. I’ve been at the FCA for nature of the product means that customers biggest players in UK financial services, about 18 years so have a lot of experience are much more likely to be vulnerable at the vast majority of the firms we deal with sectors which are new to regulation. the point of purchase, especially via a with are small. We regulate a very large I want to make sure that funeral directors funeral director. We’ve done research into number of small firms and sole traders in have the smoothest possible transition this and a vulnerable customer is someone various sectors. For example, we regulate to regulation, bringing good results for who, due to their personal circumstances, thousands of financial advisers. Some of consumers. We’ll be helping you along is especially susceptible to harm. But these may be individuals running a micro each step of the way. As well as working all customers are at risk of becoming business, while others may provide advice at the FCA, I’m also a part-time Church vulnerable, though the risk is greater in as part of their role in a much larger of England priest. In this role, I work certain circumstances, such as having to organisation. We expect firms coming closely with funeral directors, so have take on new caring responsibilities or into our regulation will meet our specific an understanding of the work you do suffering an emotional shock. Clearly, standards for the sector but, depending and challenges you may be facing. This these circumstances can be triggered by on the type of firm, we have a range of experience has been, and will continue to issues such as bereavement, and it’s during initiatives to help them understand and be, valuable in guiding my work during this time of increased vulnerability that a meet the conditions. We also take a your transition to FCA regulation.”

As a statutory regulator, the FCA seeks to protect consumer interest in financial markets. How will the FCA do this for consumers in the pre-paid funeral plan market? “First and foremost, our aim for this market is to achieve good outcomes for consumers. That means the funeral plans that firms offer actually meet consumers’ needs and provide fair value. We also want to make sure that firms look after consumers’ money and use it to deliver the funeral services that customers paid for. To make this happen, we plan to apply new standards and rules to funeral plan firms, to ensure they’re treating their customers fairly, keeping their customers’ money safe, and creating a level playing field among

17 IN CONVERSATION WITH THE FCA

IN CONVERSATIONFEATURE WITH THE FCA

GOOD REGULATION INSTILS CONSUMER CONFIDENCE, AND GIVES ALL FIRMS OPERATING IN THE SECTOR A LEVEL PLAYING FIELD Richard Sutcliffe

proportionate approach to our ongoing authorisation to help customers get access typically be a plan provider. We expect that supervision of firms, which is tailored to to a car loan. We’ve been regulating this most funeral directors selling third-party their size and complexity, and the risk of sector since 2014, when we took over the plans will tend to take the AR route. If harm that they present.” regulation of this type of activity from the funeral directors want to continue arranging Office of Fair Trading.” pre-paid funeral plans as an AR, a principal Pre-paid funeral plans are only firm will need to register them with us. a small part of what most funeral In what ways can regulation be good We recommend that funeral directors director businesses do, so what’s for small and micro businesses? speak with a principal, or principals (as the FCA's experience in regulating “Good regulation instils consumer they can be registered with more than one a portion of activity? confidence, and gives all firms operating principal) as soon as possible. We expect “Many firms carry out some activities in the sector a level playing field. By that funeral directors will probably want which are regulated, for which they require meeting our standards and following to maintain continuity and speak with the correct authorisation from us, as well our rules, you and your customers can those firms with which they have already as others which are not regulated. What be confident of fair treatment, and good forged existing links. If the principal is regulated and what is not is set out in value services and products. For funeral agrees to appoint a funeral director as legislation from the Treasury. We tend directors selling other providers’ plans, an AR, then the principal will become to talk about this distinction in terms of our regulation of providers will mean responsible for the AR’s conduct within activities within the regulatory ‘perimeter’, the plans you are selling meet our the FCA’s rules and regulatory standards. which is the boundary, and those outside standards, as well as helping make sure The principal won’t be responsible for the of it. We have a great deal of experience providers are financially secure, effective business more generally, just for the pre- in working with firms that do activities and honest firms.” paid funeral plan activities which we’re both inside and outside of the perimeter. regulating. Some individuals within your In all circumstances, it is crucial that the Once statutory regulation comes into firm may need to be approved by us as firm providing or advising on the products force, independent funeral directors part of becoming an AR firm. Find out and services understands whether it is selling third-party plans must be more about appointed representatives undertaking regulated activity, and that appointed representatives (ARs) of a and principals at: www.fca.org.uk/firms/ it has the correct permissions to do so. principal firm or be directly authorised appointed-representatives-principals” Consumer credit is an example where by the FCA. How will these work for firms need FCA authorisation to undertake independent funeral directors? Can you explain how the introducer regulated activities alongside their main “Funeral directors who sell third-party appointed representatives (IAR) business. For instance, a car dealership’s plans can either apply to the FCA to be model of regulation will work for main business is to sell cars, but it may directly authorised or become an appointed independent funeral directors? need to arrange finance for its customers representative (AR) of an appropriately “An introducer appointed representative to buy them. The car dealer will need our authorised firm (principal), which would (IAR) is similar to an appointed representative (AR) in that they act for a principal firm. However, they can only make introductions and distribute non-real time adverts (e.g. leaflets) to customers. So a funeral director that becomes an IAR could introduce a customer that wants to take out a pre-paid funeral plan by passing on their contact details to the provider or handing out a provider’s leaflet to the customer. These sorts of IAR arrangement exist in a number of different sectors. A typical example is in the motor vehicle sector where car dealers introduce customers to finance or insurance.”

18 ADVERTISINGFEATURE FEATURE

CARZONE AIR STERILISER Signature group has extended its range of air sterilisers with the launch of the all-British designed and built Carzone air steriliser. You can help to protect staff and clients by purifying the air, seats and air conditioning after each funeral by ozonating your individual cars using the Carzone 12. This device simply plugs into the car cigarette THE AUTHORISATION lighter and in a few minutes will have cleared the car of microorganisms and volatile organic compounds (VOCs). GATEWAY OPENS IN The process is simple and, for faster results, users can SEPTEMBER 2021, leave the air conditioning running so that the ozone will help clean the air con and be distributed throughout the vehicle. SO YOU NEED TO After use just open the car windows and the ozone will quickly disperse, leaving the car fresh for your next BE GETTING YOUR appointment. l

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What can the funeral profession learn from those that currently use the AR-principal model? “The AR regime allows ‘exempt persons’ to carry on certain regulated activities under the umbrella of a principal firm which does have permission for those activities. For certain types of firm, becoming an appointed representative (AR) of a principal firm may be an appropriate alternative to seeking authorisation. ARs exist in other sectors, such as the general insurance and investment managements sectors. Our thematic reviews in these sectors have underlined the need for principal firms to have a sound understanding of their regulatory obligations and take full responsibility for the conduct of their ARs. Our reviews also show the importance of (1) principal firms having well-defined processes and procedures for ARs to follow and (2) having effective monitoring and supervision over ARs to ensure compliance with our rules.”

What should plan providers and independent funeral directors that hope to continue selling third-party plans as ARs be doing now to prepare for statutory regulation commencing in summer 2022? “All firms in the pre-paid funeral plans market need to be preparing for FCA regulation. While summer 2022 might seem a way off, the authorisation gateway opens in September 2021, so you need to be getting your firms ready for regulation now. You can find out what you need to do now on our web pages. Make sure you sign up for email updates so that you don’t miss anything.” l

19 GREENING UP

How it all begins. Planting willow on the Somerset farm THE GROWTH SECTOR With green funerals on the rise, SAIFInsight goes back to grass roots to find out how Musgrove Willows grows its own coffins

In the run-up to the cross 200 acres on its farm lorry loads of willow to weave baskets. COP26 summit in on the Somerset Levels, Then, around 35 years ago, we began Glasgow this November, Musgrove Willows not only supplying the Somerset Willow company makes wicker coffins, but when they first started making coffins.” SAIFInsight is shining also grows the material from When an opportunity came along a light on what the scratch. The family is carrying for Musgrove Willows to make its own funeral sector is doing on a growing and coppicing coffins, it jumped at the chance. The past to mitigate against tradition which Mike Musgrove 20 years have seen huge growth in the climate change. This Alearned from his father and grandfather. company, which now employs around 35 “Our heritage is in growing the willow people in the agricultural and workshop month we look at natural itself,” explains Ellen, Mike’s wife and aspects of the business. Their son, Jack, coffin manufacture. business partner. “Originally we supplied and daughter, Holly, have also joined large companies which would buy them, which is a source of pride for

20 Mike and Jack Musgrove unloading steamed willow from the boiler

Willow is graded The farm has 200 acres of land and sorted by hand

Mike strips the willow One of the skilled A bespoke West Ham Utd with specialist machinery weavers at work willow coffin

Ellen: “I’m very pleased they both chose and-come-again crop which absorbs carbon that personalising coffins has never been to come into the business. They both had from the atmosphere as it grows. more important for families. opportunities to do other jobs, but they’ve “We are a carbon negative company,” says “Restrictions could have led to services taken a massive interest in Musgrove Ellen. “Each process is as environmentally- being austere, but a hand-crafted and Willows and they’re involved in all aspects friendly as possible – we use minimum environmentally-friendly piece becomes a of it.” Jack assists on the agricultural side intervention with chemicals to grow the discussion point for all the right reasons. of things, where he and his dad have built willow itself, then rain water, collected in People appreciate the craftsmanship. a reputation for producing a high-quality huge tanks, is used to wash the willow and “Because of the efficiency in the product, while Holly runs the coffin it’s hand dyed using natural dyes.” production process, we can control costs finishing and despatch sections. The coffins are lined with calico – the and pass that on to funeral directors, making Willow is a renewable and sustainable only element not locally-sourced – although the coffins a very attractive alternative for material, which is harvested annually from the Musgroves are investigating options families looking for a greener option.” what’s known as withy beds, and it’s a cut- including material made from bamboo. Surprisingly, costs compare favourably For more information, go to www. with that of a middle of the range wooden musgrovewillowscoffins.co.uk. Next coffin – even for a customised version. And, month, we look at traditional and in these COVID-19 times, Ellen believes emerging techniques.

EVERYTHING IS DONE WITH Harvesting the willow THE ENVIRONMENT IN MIND

21 ADVERTORIAL COLLABORATING TO COMBAT CLIMATE CHANGE Scott Storey, Head of UK Operations at OpusXenta, explains the part the funeral sector has to play

magine taking a subject most people both have substantial impacts on the Technology don't want to talk about – death – and environment, ranging from CO2 emissions The year of the pandemic has taught everyone pairing it with a subject many people and fuel use in cremation to issues of how to use technology to deliver services. It know little about – climate change. deforestation, pollution, and carbon can also be used to assist the profession in IThat's the conundrum facing the death footprint with caskets, monuments, and optimising processes as well as educating care profession as this century advances. traditional burials. Likewise, funeral others. Using services such as byondcloud The health of the planet is top of mind, homes and cemetery owners must be on to book services and arrangements increases but so too is the solvency of funeral homes, board as well, realising that the profession proficiencies and uses technology to benefit crematoriums, and cemeteries amid this must do its part in the global community. both the profession and the families it serves. global challenge. Even if citizens of the world Technology could also support online are aware of climate change, many may not Process cemetery mapping tools, digital transactions realise that funerals, burials, and cremations How can the industry optimise processes? and digital memorials, as well as grounds add to that environmental impact. Or introduce new ones? As stewards of management tools to schedule maintenance, That's why in times of crisis, the the planet, we must make decisions identify native plants and use alternate fuel bereavement services profession has the which help reduce pollution and energy, sources when possible. opportunity to respond with trailblazing enhance recycling efforts, and encourage And, yes, while the death care profession solutions. To that end, OpusXenta is environmentally-friendly grounds is steeped in personal touch and customer working with the Federation of Burial and management processes. service, today's digital native generation is Cremation Authorities (FBCA) to produce an Some are obvious (and possibly costly), more accustomed to using, and expecting, educational webinar series to help identify, such as seeking out better filters or heat technology to do business. So it makes good develop and implement green agendas within exchangers for retorts. Some are small sense for the profession to follow suit. this sector. The Environmental Stewardship but noteworthy, such as limiting water Group (ESG) was also formed in late 2020 in use or the use of chemical pesticides in Communication response to climate emergency declarations. cemeteries. Others take more conscious The Environmental Stewardship Group is The goal of the Paris Agreement is planning but can make a subtle difference, focused on educating those in the profession to keep the increase in global average such as using thoughtful grounds on recommendations and options for temperature to well below 2°C above management to secure natural wildlife moving forward in a greener way. This pre-industrial levels and to pursue efforts areas or streamline maintenance protocols. will bring about a greater understanding to limit the increase to 1.5°C in order to Funeral directors and crematory of the nature of the emergency and where substantially reduce the risks and impacts operators may also want to explore up-and- it impacts the sector. of climate change. One of the main ways of coming technologies that could lower the But it's not just about communicating doing this is by reducing emissions, some industry's environmental impact. Many are within the profession. Understanding of which come from cremations. experimental (and sometimes controversial) and relaying alternatives to burial and So, what are the next steps for the but cracking open a Pandora's box of cremation to families go hand in hand. death care sector? Essentially, there are possibilities is worth exploring – things How can the death care profession four steps worth discussing – people, like alkaline hydrolysis, Promession, and manage these goals to achieve its goals process, technology, and communication… natural organic reduction. Those, of course, of being more environmentally friendly would need to overcome significant cultural stewards of the planet? Collaborations People and societal challenges, such as the ESG are one step in the right Part of the problem with climate change but no major direction. Working to eliminate the taboos is convincing people we all have a role to shifts come around death, and the discussion of final play. The buy-in, of course, has to be overnight disposition alternatives, is also important. with the living who make decisions or without Every country must deliver a climate for their loved ones. struggle. strategy to achieve the targets agreed upon Acknowledging that in the Paris Agreement, which means every choices matter is key, country must reduce CO2 emissions by a and funeral directors and minimum of 7.7% every year starting now, cemetery owners need to amounting to an aggregated 65% reduction be able to communicate in CO2 emissions by 2030. that impact to families. It's a Our planet’s population is not getting case of changing minds before smaller, and the impact is increasing each changing habits. day. That's why it's time to introduce end- For example, most families of-life conversations, with staff and families, consider cremation a greener that can have meaningful impacts not just alternative to burial. Still, for the families, but for Mother Earth.

22

SUPPORTING MEMBERS COVID-19: SAIF’S RESPONSE In what has been an incredibly challenging year, members have been a priority for SAIF, as CEO Terry Tennens explains…

Forming a united front co-ordinate, so the Deceased Management When the effects of COVID-19 “On Friday, March 20, 2020, I had a Advisory Group (DMAG) was formed. began to strike the UK in March meeting with a number of key sector That meant we could co-ordinate our 2020, confusion reigned. With no members from the Association of Private efforts to find answers, whether it was previous outbreak on this scale to Crematoria and Cemeteries, the Federation on clarification of mourner numbers, draw comparison or lessons from, of Burial and Cremation Authorities, limousine use, or whether clients could the issues facing the funeral sector the Funeral Furnishing Manufacturers’ view the deceased. A big challenge for were often difficult to navigate in Association, the Institute of Cemetery us in the Cabinet Office meetings, and the months that followed. However, and Crematorium Management and the across the Local Resilience Fora was that SAIF remained committed to National Association of Funeral Directors they just wouldn’t share the modelling getting the best information for (NAFD). Then, on March 24, we all met with us. And we kept petitioning them members, and recognition of the the Cabinet Office and that kicked off a and arguing our case. We’re still meeting hugely important role they have weekly meeting with them. There was a weekly, representing the four nations. played as the nation faced one contingency plan, from 2008/2009, which How we stop delays is the driver for all of of its toughest challenges. SAIF and the NAFD had agreed with the these meetings.” Over the next two issues, UK Government, but they just didn’t SAIFInsight talks to SAIF’s follow it. Instead, we were all scrambling Finding answers CEO, Terry Tennens, to examine to find out information from Public Health “Part of the challenge DMAG faced how the challenge has brought England, the Department of Health, and was that often there weren’t immediate improvements to our sector, and the devolved Governments. So, we just solutions to the questions members what lessons we have learned. thought, hang on a minute, we need to needed answered. At first it wasn’t clear This month, we begin with how independents faced up to the pandemic and how necessity has been the mother of invention for WE WERE WORKING 15-HOUR DAYS, SAIF and its frontline members… SCRAMBLING TO FIND THE ANSWERS TO ISSUES MEMBERS FACED

24 whether that was body bags, limousine go out to all members around 8pm. Now use or the protection of funeral staff. We we’re doing one bulletin a week, which can did everything possible on our members’ help us react as members’ needs change. behalf, including me fielding calls with For example, when the First Minister of the Department of Health to get answers, Scotland talked about mourner numbers or else getting them to research things. rising to 50, there were lots of questions The HQ team was outstanding, as Claire, around social distancing, so we had more Corrine, Angela, Maria and Sam hunted to say as we responded to those issues.” around for PPE suppliers, which was the priority issue to begin with, and offered Working differently guidance to the many very distressed “In the SAIF office, we were closely funeral directors who called.” monitoring the situation around the country by phoning SAIF members across the four Learning processes nations and this was really an early warning “Sharing key information has been hugely sign – if there was a problem emerging, we beneficial. Take Jo Parker’s experience of could spot it. SAIF Scotland’s early use of dealing with the Kent Local Resilience Slack, and its subsequent roll-out across the Forum. Care homes asking for funeral rest of the SAIF members in the UK, was staff to be tested on arrival to do a removal great too. It’s just such a great tool.” was a case in point. However, testing and clearance takes 45 minutes, so it Achieving recognition completely messes with any scheduling “The biggest challenge SAIF and the and was deemed unnecessary as the staff NAFD faced was getting funeral directors had probably been tested in the office. recognised as essential workers. Once we When the same was mooted in Scotland, had achieved that, getting the vaccination Joe Murren was able to really push back to early for funeral directors was the next the Burial and Cremation team at Holyrood hurdle. On November 27, I drafted the by illustrating how it would skew the letter DMAG sent to Professor Pollard, whole management of the death process.” the chair of the Joint Committee on Vaccination and Immunisation (JCVI), Creating solutions warning them that funeral directors were “Despite lots of frustration among funeral potential super spreaders because they directors who couldn’t do what they were going into care homes, hospitals and really wanted to for their families, their individuals’ homes. We felt that they could agility has been amazing. Their ability really ignite an infection rate. When we to respond to families in the restricted had no reply, we wrote again, and pressed times with FaceTimes, Zoom and drive through the Ministry of Justice, who met pasts was admirable. George Locke, in with the DMAG. In the second half of Warwickshire, used Perspex over the December, JCVI changed its guidance to coffin so that families could still see their include funeral operatives and, although loved one, but obviously, couldn’t touch there was some dissatisfaction in DMAG them. That was a very creative solution. because it didn’t include crematorium And the plastic screens in limousines or burial and cemetery staff, it meant what we were dealing with and no one helped families further.” that funeral directors were part of the knew what the risks were to funeral staff vaccination programme when it began in and their families, so we were slow out the Improving communication early January. That was a huge win.” blocks in the first ten days and then as an “We quickly began doing a SAIF bulletin organisation we really stepped up. During every day to meet the need for answers.  the first wave, from March to July, we were I’d have the DMAG meeting each day Next issue we reveal stress points working 15-hour days, scrambling to find 4-6pm, then I would work on a bulletin encountered by DMAG, and the the answers to issues members faced, with Mark Binnersley, our PR advisor, to sector-wide lessons learned.

Funeral directors being given essential worker status has been a huge boost to our sector

25 WORKING TOGETHER LESSONS IN PARTNERSHIP Julian Walker assesses the importance of strong direction and key alliances as independent businesses face challenges and changes

26 I DON’T THINK WE’VE GOT ANYTHING TO HIDE

Challenges under pressure, so we have developed “When COVID-19 hit, we were in a team which is now more robust and the process of delegating day-to-day capable. Nothing will ever be as difficult as About Julian responsibility to a new management team. the situations arising from the pandemic, Along with his brother, Matthew, Very quickly, we had to revert back to so in may respects we all emerge stronger Julian leads A.B. Walker & Son, a centralised control as things became very from it. family business which has served hands-on. I believe we accepted the reality Not shying away from difficult the Berkshire area for nearly of the emerging threats quite quickly, decisions, acting quickly and accepting the 200 years. The company has 55 recognised that we needed to have the reality without losing hope enabled us to staff across nine branches. The moral courage to take the difficult people deal with the lack of centralised support. brothers also operate the charitable decisions, including separating groups of Certainly, in our experience, assistance donations website Memory Giving. employees and certainly restricting their or guidance from entities such as a After handing on the Chairmanship daily work experiences. We have since Local Resilience Forum, local authority of SAIF Charter in 2019, Julian learnt that by taking the initiative early, support and local NHS Trust were wholly re-engaged with his military past we earned the confidence and trust of the ineffective. But this gave us the power to and has been appointed the County team which certainly made things easier. lead ourselves and our clients through the Colonel for The Rifles Regiment. Because I largely share duties with practical and emotional challenges that my brother, we’ve had the opportunity to there were. It was challenging, it was at focus on the short-term issues as well as times frightening but with some forward- funeral director for all practical support. the capacity to scan forwards and identify scanning, active thought and energy we With that mindset, we are probably going the emerging threats. got through. Being proactive was probably to move towards regulation for funeral We did an awful lot of learning in the the secret.” plans very easily. first wave, things like how many coffins I spent six years on the board of Golden we might need to stock, or where to Changes Charter and throughout that time, the find the meagre sources of PPE. But our “Co-ordination of the profession in order discussions around regulation were ‘when, greatest discovery was about our people to meet the challenges of the Competition not if’: it was always expected to happen. and ourselves. How we all react to stress, and Markets Authority (CMA) and the The model by which we had tried to self- how we can all be resilient and how we Financial Conduct Authority (FCA) regulate through the Funeral Planning learned to cope. is critical now, because there is an Authority (FPA) was focused on the One of the difficult leadership tasks opportunity for the funeral profession funeral plan as a financial product rather was identifying in the first phase of the to act quietly in the interests of their than the execution of the actual funeral: COVID-19 pandemic what roles were no communities and be identified as a force the performance and behaviour of the longer needed. We had two people who for good. funeral director on maturity remain critical were fully dedicated to selling funeral plans The FCA changes are a matter of and will need to form part of the longer- face to face and, given that opportunity was working closely with a chosen partner term formal control measures in order to lost, we went through the furlough process – in our case that’s Golden Charter – protect the consumer. However, I don’t and eventually to redundancy. Likewise, and understanding the restrictions that think the vast majority of independent we moved to subcontract our memorial regulation brings, then adhering to the funeral directors have got anything to hide. masonry and that reduced our headcount rules so that we can effectively sell funeral We work in partnership with Golden by a further three. That required a different plans. The banning of commissions and Charter and it’s a mutually beneficial form of leadership – how to continue to the interrelationship between the funeral arrangement. I know the value of my manage people who were fearful for their director and the funeral plan company are business is far greater because of the jobs and also to deal with the unpleasant sensible proposals because it’s all focused bank of funeral plans. I can use that as redundancy process that never results in on doing the right thing for the customer. an asset in the future if I should dispose satisfaction on either side. Funeral directors are in the solutions of my business or sell some shares. It’s The pandemic was an opportunity to business, sensitively finding solutions for probably our family business’ closest identify the people with the ability to lead families who are largely reliant on their working partnership.” l

27 TEAMWORK PAYS OFF TOGETHER WE ARE STRONGER Nathan Martin explores the importance of investing in your team

his year sees me complete pandemic, which in itself has tested us all. experience which I am keen to share. 21 years within the funeral The past 12 months have not only seen Never has it been more important to profession. During that time, our company grow, but I found myself involve the team and support each other, yet I have seen an abundance of looking after our team under my new in the majority of businesses, the turnover Tchanges, both good and bad. Perhaps role as Chief Operations Officer. So, of team members can often be frequent, the most challenging for me has been while still relatively young in terms of a which can put pressure and unrest on the overseeing our team through the recent career, I have more than two decades of company and its team.

TRY TO GIVE YOUR TEAM AT LEAST TEN OR 15 MINUTES OF YOUR TIME EACH WEEK

28 GIVE YOUR GOALS A TARGET DATE

Ways to engage to constantly be thinking of new ideas and generation to enhance the business, but As a newly-appointed leader, I am suggestions to help develop the company. sadly, the third will often see its demise constantly seeking to engage with our This is ‘our company’ and if the idea can as they rest on laurels of the previous team and find ways to ensure they remain be supported, we actively welcome their generation’s accomplishments. That is content in their roles, to maintain a solid involvement in helping us to grow. A team testament that a company should not and stable team where the likelihood of will be more effective if its members can rely on members of its own family. As a them wishing to leave is minimal. see their ideas have come to fruition. leader, you should invest in members of For me, it is key to show an interest Personally, I have never been one to the team who present the best possible in team members. At times, it is likely set myself goals, but I have now seen opportunities for the company and its team that you will spend more time with them how important it is to push yourself to develop and excel. than your own family. Conduct regular to achieve your potential and writing A weekly open team meeting helps and confidential one-to-one sessions so down your goals is a constant reminder of each member to raise any problems they you can discuss what they are working what you seek. Giving your goals a target may have. However encouraging the on, but also so they can speak openly to date will also offer you direction. You may team to bring solutions to the table is you about any concerns they have, both at not always hit your target, but you will not another important factor to encourage. work and at home. I have found this can be far off! Keep pushing! There may well be problems, but to initially be awkward, but people soon see overcome that, we must have a solution, these sessions as a safe space for them to Training and leadership so it is more advantageous for your team talk openly. Offer them 15 minutes first, Within the last six months, we have members to think about how they can followed by 15 minutes for you to speak to restructured the team at Viner & Sons solve a problem and bring that forward them. If time is scarce, try to give them at and created new leadership roles. This for discussion. Regardless, these meetings least ten or 15 minutes of your time each doesn’t add undue hierarchy, none help strengthen communication within week. The reward for this gesture will be of us openly display that anyway, but the team. returned in abundance. it does give the team members the Leading a team and showing a vested Within these one-to-one sessions, I have opportunity to excel in developing their interest in all those who work with you discussed the need for the team member own leadership skills. It also means will ensure they invest in their work as well they have a purpose and are not ‘just’ as the company’s future. As the longevity an employee. of the company is partly in the hands of Having completed two diplomas its employees, it is my belief that taking within the profession, I can appreciate the time to empower them will ensure a how challenging training can be, especially solid team that can help take your business while working full time, so we seek to offer forward with minimal disruption. our team support during their ongoing development. A team needs to feel that you, as a leader, are actively helping them to be the very best they can be, and we are currently planning our own in- house training scheme. We have a multi- functional space where we and other organisations can present workshops and hold meetings, so new team members are trained at each level, ensuring they have met their own expectations as well as the requirements of the company standards before moving on to the next stage of development.

Not just family Staff working for an independent family About the author firm can often feel that progression will Nathan Martin, Dip.FD. Dip.FAA. be limited for ‘non-family’ members of the MBIFD, is a funeral director and team, but this should not be the case. It’s Chief Operating Officer with important that it’s possible for anyone with Viner & Sons, Kent. The firm was the passion and drive to take a position established in 1777, making it one higher than that of a family member if of the oldest independent, family- this will benefit the business. In fact, it is run funeral directors in the UK. often said that a family business can be Nathan joined the company in broken down into three generations. The 2005 and has recently been first will start the business, the second will promoted to Chief Operating Officer. seek to develop it in readiness for the next

29 KEEPING THE FUNERAL INDUSTRY INFORMED

TO ADVERTISE CONTACT Elliot Whitehead 0131 561 0020

30 SUPPORT

THE BALANCE OF POWER Grief Journey’s Dr Bill Webster on viewing life through different filters

n the 1970s, there was an adaptation of the How’s that working for you? The fact is Understanding this lets us better famous Wizard of Oz story called The Wiz. that there will always be negative people comprehend why others may think and One of my favourite songs from the film, around. It can take a toll if we’re constantly act differently. Istill shown on YouTube, was a song called hearing or telling negative stories, but ‘Don’t Nobody Bring Me No Bad News’. the same could be said of the Pollyanna 2. Look for the positive in others Unfortunately, there is bad news these positivity some embrace. Neither is the It’s difficult to find good in someone days, and lots of it. And to ignore it would only portrait of reality. spewing negativity. Remember this be the ultimate denial. But somehow, media Negativity is defined in the Vocabulary behaviour is often more about the focus seems almost exclusively negative. web dictionary as: ‘A tendency to be detractor. Try to focus on positive points We hear of rising COVID statistics, downbeat, disagreeable, and sceptical… – is there something, anything, you can imperfect vaccines, and certain people a pessimistic attitude that always expects compliment them on? not following rules and recommendations. the worst.’ I hardly want to watch the news. We all know people like that, don’t we? 3. Look for lessons and move on The question becomes, ‘is bad news But have you ever stopped to ask why? Maybe you or your organisation have had the only message these days?’ Certainly Negativity is often a product of negative comments. While it is easy to the COVID story has been ghastly, but depression or insecurity. It can stem from become defensive, consider the criticism. there have also been positives like the difficult life events – break-up, betrayal, You may find some validity in it, and be able development of vaccines, and the sacrifices bereavement, job loss, illness or accidents, to take steps to make any adjustments. Then of caregivers and first-responders. We or a lifetime of little assaults on an ego. move on: don’t dwell on negative comments. rarely hear these ‘good news’ stories. Even a cheerful person can be laid low by Most journalists don’t deliberately adverse circumstances. So the ‘negative’ 4. Treat others as you want to be treated report falsehoods. The issue is what they person may be a person who’s hurting, Behaviours attract similar behaviours. Try emphasise. In truth, the media gives the needing more ‘reach-out’ than ‘push off’. to make your positive attitude rub off on audience what it feels they want. Perhaps Sometimes negativity can be an attempt that negative person. negativity these days is in reaction to to regain control. politicians, business executives, and While negativity may be a defence 5. Balance negativity with positivity personalities portraying themselves in mechanism, it can become a destructive Negativity can wear down even the most the ‘best light’. The media might claim habit. positive person. By keeping your life to be cutting through self-promotion to There will always be negative people in balance, you are better equipped to the truth. around, but there are some ways you handle negative comments or situations. But human nature loves bad news, can get positive results with negative By engaging in exercise, meditation or doesn’t it? individuals: hobbies on a regular basis, you are better Like everything else, there has equipped to handle criticism and barbs you to be balance. My car won’t start 1. View life through encounter. unless the negative and positive different filters Life is positive and negative. Like the battery charges work together to The ‘lens’ through which we battery or the magnet, they can work make it happen. But in life, many see our world is shaped by together or repel each other. We can are polarised. life experiences, upbringing view the positive exclusively through our The advice often is: ‘Stay away and environment. The way I lens, or else focus on the negative, but from negative people. Surround see my world may not be it’s really better to look at them equally, yourself with optimistic, upbeat and how someone choose which guides us, and make both positive folks.’ else does. work together for us.

Dr Webster 31

SAIF BUSINESS CENTRE Business Matters UPDATE BY REVIEWING A SUCCESSFUL AGM CLAIRE DAY

SAIF’S VIRTUAL AGM his year SAIF held its first online the past year, which included the work AGM. Proceedings began with an carried out to support the profession introduction and welcome from during the pandemic, including the Terry Tennens, Chief Executive, creation of the Deceased Management followed by National President Mark Advisory Group (DMAG) from seven Porteous who provided a summary major death care trade associations. The Tof the past year highlighting the challenges CMA investigation was also raised along Main: SAIF CEO Terry Tennens spoke faced by the profession concerning the with the Funeral Services Consumer about the challenges of the past year pandemic and the Competition and Standards Review (FSCSR) which was From top: Mark Porteous National, Markets Authority (CMA). formed by both SAIF and the National President; Jo Parker, 1st Vice President; First Vice President Jo Parker offered Association of Funeral Directors (NAFD) Mark Horton 2nd Vice President a minute’s silence to all those connected to explore a common benchmark for a to SAIF member firms who passed away national code of practice. re-elected, with the SAIF Officers being during the last year. The AGM minutes from 2020 and the formally elected. Terry Tennens also gave a summary of accounts for the year end December 31, The meeting formally closed at 5.40pm 2020 were formally adopted. and, apart from a couple of technical This year, the reports that problems, the event went very well. were included in the AGM The full version of the reports can be booklet were pre-recorded found in the AGM 2021 booklet, which was with those who had provided emailed to all members and is available a report available for a virtual in the members’ area of the SAIF website. Q&A session after, and were formally adopted. Elected to the National Next year’s AGM will be held in Executive Committee were Edinburgh at the Dalmahoy Hotel Declan Maguire, Amanda & Country Club on Saturday March Dalby and Gary Staker with 19, 2022. Further details of the Paul Allcock, Ross Hickton weekend will be available later in and Gemma O’Driscoll being the year, but please reserve March 17-20, 2022 in your diaries. The Q&A panel

34 BUSINESS MATTERS OUT OF HARM’S WAY Health and safety advisor Simon Bloxham’s advice on dealing with hazardous substances

afety with hazardous substances is cleaning product for something milder, instigate health surveillance in order something I’m interested in on my or use a vacuum cleaner rather than a to catch any effects on health early visits to funeral directors. “Are you brush? doing CoSHH assessments?”, I ask. ■ Can you use a safer form? e.g. does Does it apply to me? “Oh yes,” comes the response. Then it come in a solid rather than liquid Yes, it certainly does. If you have employees, I’m handed a load of documents in form so you can avoid splashes, or can you control their work, so every part of an old folder and they’re usually a powder that can easily be breathed be CoSHH applies. Sout of date chemical data sheets that replaced by a solid product? If you have no employees but you take definitely aren’t CoSHH assessments. Employers are required to prevent hazardous substances to other people’s CoSHH is the main set of regulations or control exposure as far as possible premises (e.g. if you’re an embalmer), that deals with the safe use, storage and and provide safe systems of work for all all parts of CoSHH regulations apply handling of hazardous substances and employees who work with hazardous except those about monitoring and health stands for the Control of Substances substances. They should take the Safety surveillance. Hazardous to Health. It is the regulation Data Sheet (SDS, sometimes known as an that requires employers to control MSDS) that comes with the hazardous Employees have responsibilities too substances that are dangerous to health. substance and, by looking at how they Likewise, your employees have You can prevent or reduce workers’ use it, create a risk assessment. If you responsibilities. They must: exposure to hazardous substances by: haven’t got an SDS, try Googling it as this ■ Use, handle and store the substances in ■ Finding out what the health hazards are should give you the most up-to-date one. a prescribed manner as detailed in the ■ Deciding how to prevent harm to health The SDS gives you information about CoSHH assessments ■ Providing control measures to reduce the substances, with the most important ■ Take care when using any hazardous harm to health sections being the list of hazards, the substance and read all labels and ■ Making sure they are used list of precautions and the emergency written advice on usage before using ■ Keeping all control measures in good information to take if it goes wrong. the substance working order You should carry out the risk ■ Co-operate fully with any monitoring ■ Providing information, instruction and assessment on all hazardous substances in of the workplace, any control measures training for employees and others order to identify: and the appropriate health surveillance ■ Providing monitoring and health ■ All of the risks associated with exposure programme as required surveillance in appropriate cases to the substance ■ Always use any personal protective Most businesses use products that are ■ What control measures are required to equipment provided and report any mixtures of substances. Some processes prevent or reduce exposure defects create substances too. These could cause ■ What, if any, alternative substances ■ Report immediately any suspicion harm to employees, contractors and other could be used that they may have that either they or people. ■ All emergency procedures that should another employee is being affected by Sometimes substances are easily be adopted in the event of exposure the use of any material at work recognised as harmful. Common and/or spillage substances such as paint, bleach or If you still want support, help is at dust from natural materials may also be You will also need to: hand! As a member of SAIF you can talk harmful though. There are also body fluids ■ Provide information and train to a safety professional at Safety for to think about. all employees who may use the Business by calling 08456 344164. You substances, on the hazards and are also entitled to a discount on our What do I need to do? risks of hazardous substances fees when we help you with your health There are things you need to and the control measures to be and safety needs. Safety for Business do to make things a little safer. implemented can visit you to see how you are doing Think about what you are doing ■ Review hazardous substances when it comes to compliance. This is with chemicals and consider the periodically. If possible, free of charge apart from travel costs. following: eliminate or substitute with a ■ Can you avoid using a hazardous safer alternative where substance? practicable. ■ Can you substitute ■ Monitor exposure it for something safer Safety expert and, where – e.g. swap an irritant Simon Bloxham necessary,

35 SAIFCHARTER EMBRACING REGULATORY CHANGE SAIFCharter Chair Adam K Ginder discusses how FCA regulation of the funeral plan market will encourage funeral directors to strengthen protections for customers, and how many well-run firms are already close to meeting the expected standards…

the time you’re reading this The principles of treating customers 2021/22 renewal declarations, confirming article, the Financial Conduct fairly, looking after plan holders’ data and ongoing acceptance of the terms and Authority’s (FCA) consultation on checking for signs of customer vulnerability conditions of membership and securing BY its proposed rules for regulating are all key themes underpinning this access to the range of benefits. I’d like to the funeral plan market will have closed interactive resource. These principles are encourage anyone who has not yet done so to submissions, and the FCA will be central to the FCA’s requirements. It is to complete your declaration by clicking on considering the profession’s responses. evident this important work will position the link in the email sent by our Secretary I’m pleased to have had the opportunity to us at a clear advantage compared with John Byrne, or by logging in to the secure discuss the proposals with different groups providers with more limited guidance and members’ area of saifcharter.co.uk. of our members, which informed Golden controls around funeral plan sales. If you are The declaration takes just a few seconds, Charter’s response to the regulator. not doing so already, I would encourage asking you to confirm you are continuing I’d like to specifically thank our all of our members to work to these to be a member of SAIF, and wish association’s Regulatory Working Group, customer-focused principles, to promote Golden Charter chaired by Helen Wathall, which has been ensuring funeral plans instrumental in reflecting feedback on how Independents exclusively in the changes may impact our association’s working order to access varied range of businesses. While, of course, with Golden the range of there are some areas which will benefit from Charter are at benefits. The further consideration and refinement to the forefront deadline for deliver the best outcomes for customers and of regulatory our renewal funeral directors, I’m reassured to hear of change and in submission is the positive contributions and input received the strongest 31 May. by SAIFCharter and Golden Charter. position to gain If you need It’s also reassuring to see the FCA most under this any support with recognises many well-run planning firms, new regime. our renewals particularly those regulated by the Funeral process, or Planning Authority, are already meeting, SAIFCharter have anything to or close to meeting, the standards the 2021/22 raise through the FCA will require. It’s hugely positive that membership association, please so many of our members are leading the renewal – don’t hesitate to get way through our partnership with Golden Deadline 31 May in touch with John at Charter, as we work to the standards set Meanwhile, I’d like to [email protected], out in the Funeral Plan Handbook at thank the majority of our with one of our Executive partners.goldencharter.co.uk. members for submitting their team or with me directly. l

Your SAIFCharter Executive To contact your SAIFCharter Executive about any subject, please send an email to [email protected] If you want to speak directly to a funeral director, you can also reach the Chairman, the SAIFCharter Secretary, or any of the Executive members around the country through the details below.

 Adam K Ginder (Chair  Arran Brudenell  John Tempest  James Tovey (Golden and Golden Charter Board Anstey & District Funeral Robson & Ellis Funeral Service, Charter Board representative) representative) Services Ltd, Leicester, Leeds, Yorkshire & East Lancashire Tovey Bros Funeral Directors, M K Ginder & Sons, Watford, East Midlands [email protected] Newport, South Wales North London [email protected] [email protected] [email protected]  Anthony O’Hara  Helen Wathall (Golden  James Morris Nicholas O’Hara Funeral Directors Charter Board representative) William Purves Funeral Limited, Dorset, West England G Wathall & Son Ltd, Derby, East Directors, Scotland [email protected] Midlands [email protected] [email protected] Please follow @SAIFCharter on  John Byrne   Twitter and like our Facebook page Jeremy West Paul Stevenson (Secretary) and follow us on LinkedIn to keep (SAIF representative) Paul Stevenson Funeral J T Byrne Funeral Directors, up to date with our association’s West & Coe Ltd, Directors Ltd, Ayrshire, Central Lancashire news and updates as we grow our Essex, South East London Scotland [email protected] community of independent funeral [email protected] [email protected] [email protected] businesses online.

36 YOUR SAIF EXECUTIVES

The Executive Committees act as the governing institution of SAIF. To contact your SAIF Executives, email [email protected] or call 0345 230 6777

NATIONAL

Mark Porteous James Carcary Sean Martin National President Scottish President Executive Committee

Jo Parker Amanda Dalby Gemma O’Driscoll 1st Vice Executive Committee Executive Committee President

Mark Horton Suzanne Grahame Liam Roberts 2nd Vice Golden Charter Executive Committee President

Jim Auld Simon Helliar-Moore Paul Sillett Immediate Executive Committee Executive Committee Past President

Terry Tennens Ross Hickton Gary Staker Chief Executive Executive Committee Executive Committee & Secretary

Paul Allcock Declan Maguire Jeremy West F.SAIF Executive Committee Executive Committee Executive Committee

SCOTLAND

James Carcary Gavin Terry Tennens President / Henshelwood Chief Executive Complaints & Standards Secretary National SAIF

James Morris Joe Murren Tim Weir 1st Vice Scottish Government Executive President Liaison Officer Committee

Declan Maguire Paul Jim Henshelwood 2nd Vice President, Stevenson Honorary Life President Treasurer & Membership Past President

Jim Auld Mark Porteous Executive Executive Committee Committee

37 UK funeral director business support network: local representatives

SENIOR MANAGEMENT NORTH

Mark Moran Georgia Henney Nico Rocchiccioli Claire Gibson Director of Sales National Business 1North 3Lothian & Borders M: 07834 417 312 Manager North Scotland ABM & North Cumbria ABM E: mark.moran@ M: 07740 236 897 M: 07717 314 280 M: 07542 854 612 goldencharter.co.uk E: georgia.henney@ E: nico.rocchiccioli@ E: claire.gibson@ goldencharter.co.uk goldencharter.co.uk goldencharter.co.uk

Mike Jones West Scotland Paul Hodgson National Business & Northern North East Manager 2 4 England ABM M: 07808 243 769 Ireland ABM Please contact Nico M: 07834 417 315 E: mike.jones@ Rocchiccioli (details E: paul.hodgson@ goldencharter.co.uk above) goldencharter.co.uk

Louise Love Head of Business Compliance T: 07738 702 758 CENTRAL E: compliancesupport @goldencharter.co.uk Daniel Hare Michael Claire Roberts Regional Business 5 Stanway 8 West Midlands Manager Central North West England and North Wales ABM This team also includes each 07717 696 683 ABM 07714 923 342 Regional Business Manager M: M: E: daniel.hare@ M: 07542 854 613 E: claire.roberts@ goldencharter.co.uk E: michael.stanway@ goldencharter.co.uk goldencharter.co.uk BUSINESS DEVELOPMENT Amy Stephen Heath Simon Pearson 6Smithson 9Midlands ABM South Business West Yorkshire & M: 07809 320 838 Development East Lancashire ABM E: stephen.heath@ Manager M: 07711 368 112 goldencharter.co.uk M: 07713 383 945 E: amy.smithson@ E: simon.pearson@ goldencharter.co.uk goldencharter.co.uk Sally Dyson 7East Yorkshire ABM M: 07738 741 707 E: sally.dyson@ goldencharter.co.uk

SOUTH

Steve Driscoll Nicholas Iain Regional Business 10Dawson 13Catchpole Manager South East England ABM South East England M: 07808 101 886 M: 07921 066 740 ABM E: steven.driscoll@ E: nicholas.dawson@ M: 07568 100 555 goldencharter.co.uk goldencharter.co.uk E: iain.catchpole@ goldencharter.co.uk

Steffan Terry Lee 11 Davies 14 South West South Wales ABM England ABM M: 07740 239 404 M: 07713 309 750 E: steffan.davies@ E: terry.lee@ goldencharter.co.uk goldencharter.co.uk

Kristi Jones 12 West England ABM M: 07834 417 314 E: kristi.jones@ goldencharter.co.uk

38 CENTRALISED BUSINESS TEAM Reach any of the team on 0800 111 4512

Martin McGhee Telephone Team This map shows the numbered Business Manager regions that our Area Business T: 0141 931 6394 Managers (ABMs) cover. Please E: martin.mcghee@ see the contact list opposite to find goldencharter.co.uk your area and the relevant contact Anthony details. You can get in touch with Fitzpatrick your ABM regarding anything you Telephone Business need to know about Golden Charter. Manager If your business doesn’t have an M: 07927 668 500 assigned Business Manager right E: anthony.fitzpatrick@ now, please contact the National goldencharter.co.uk Business Manager most appropriate Hazel for where your business is located McCall-Martin and they will be delighted to put you Telephone Business in touch with one. Manager Those of you who work with our M: 07927 668 504 Telephone Business Managers can E: hazel.mccall-martin 1 also find their contact details on the @goldencharter.co.uk column on the left. Morgan Murray Telephone Business Manager M: 07927 668 508 E: morgan.murray@ goldencharter.co.uk

Pauline Foley Telephone Business 3 Manager 2 M: 07717 882 955 E: pauline.foley@ goldencharter.co.uk

Caroline Taylor 2 4 Telephone Business Manager M: 07921 064 146 E: caroline.taylor@ goldencharter.co.uk 7 5 6

8 9 10

11 12 13

14

39 Membership

FULL MEMBERSHIP Hannah Elliott Andrew Lee FULL MEMBER CHANGE PENDING Great Houghton H Lee & Son OF DETAILS/ADDRESS Mr Garry Lloyd Jones Independent Funeral Service Belle Vue Road, Ashbourne, Mr D Wilkinson G Lloyd Jones Funeral Director 7 High St, Derbyshire DE6 1AT David Wilkinson Independent The Star, Ancaster Square, Great Houghton, Barnsley, Funeral Directors Ltd Llanrwst, Conwy, South Yorkshire S72 0AA ACCEPTANCE 291 Hesketh Lane, Wales LL26 0LB Previously advertised INTO ASSOCIATE Tarleton, on SAIF website. MEMBERSHIP Preston PR4 6RJ Branches of the above: Close Date: 19th May 2021 Mr Mark Lynch (Formerly at 311 Hesketh Lane) G Lloyd Jones Funeral Director Lynch Technical Software Ltd 21 High Street, Blaenau Diane Benton t/a Lytesoft Mrs M Russell Ffestiniog, Gwynedd LL41 3AE Forget Me Not Funerals Ltd Farnane, Murroe, Co. Limerick, Mairi Urquhart & Son Wiltshire House, Ireland V94 N1NH G Lloyd Jones Funeral Director Burial Ground Lane, Tovil Green, Funeral Group 6 Sea View Road, Maidstone, Kent ME15 6EJ 1-3 Mitchell Lane, FULL MEMBER Alness IV17 0QW Colwyn Bay, Previously advertised REINSTATED (Formerly called Conwy LL29 8DG on SAIF website. Moksh Funeral Care Ltd Mairi Russell Funeral Services) Previously advertised Close Date: 19th May 2021 (London) on SAIF website. 425 Honey Pot Lane, Close Date: 6th April 2021 ASSOCIATE Stanmore, Middlesex HA7 1JJ Mrs M Russell MEMBERSHIP PENDING Mairi Urquhart & Son Kenneth Taylor / Ellen Taylor Mr Jon Stewart Sharrock FULL MEMBER Funeral Group Kenneth Taylor Funeral Director Woodall Nicholson Ltd t/a BRANCH CLOSED Unit 3c, 57 The Avenue, Seaham, Coleman Milne Mallon Brothers Station Square, Co. Durham SR7 8NS Wigan Road, Funeral Directors Dornoch IV25 3PB Previously advertised Westhoughton, Bolton, 59 Falls Road, Belfast BT12 4PD (Formerly called on SAIF website. Greater Manchester BL5 2EE Mairi Russell Funeral Services) Close Date: 13th April 2021 Previously advertised FULL MEMBER on SAIF website. NEW BRANCH Mrs M Russell Samantha Sole Close Date: 11th May 2021 Mrs G Bisset Mairi Urquhart & Son Allen & Son Funeral Directors Funeral Group Matcon House, Mr Christopher Clark Thetford & District Funeral Services Ltd t/a Seaforth Road, London Road, Ecclesiastical Planning Moreton-in-Marsh, Services Limited (EPSL) Turner Funerals Great North Road, Gloucestershire GL56 0HJ Benefact House, 2a Thetford Road, Brandon, Muir of Ord IV6 7TA Previously advertised 2000 Pioneer Avenue, Suffolk IP27 0BS (Formerly called on SAIF website. Gloucester Business Park, Mairi Russell Funeral Services) Close Date: 13th April 2021 Brockworth, Gloucester GL3 4AW Ms D Hill Previously advertised Joseph Lymer & Son Nicola Park on SAIF website. (Branch of Jepson Funerals Ltd) Heritage Funerals Ltd Close Date: 13th May 2021 Trent Bridge, Bucknall, 53 Katherine Drive, Dunstable, Stoke-on-Trent ST1 6AH Bedfordshire LU5 4NP ACCEPTANCE INTO Previously advertised FULL MEMBERSHIP Mr G Miller on SAIF website. Christopher Mallon Glen Miller Independent Close Date: 15th April 2021 Mallon Brothers Funeral Funeral Directors Directors 13 Percey Terrace, Whitburn, Andrew Wood / Philip Sweet / 394 Falls Road, Belfast BT12 6DH Sunderland SR6 7EW Brett Sweet B. Sweet & Sons Ltd Ross Macbeth Mr & Mrs Brown 12a Oldbury Road, Macbeth Funeral Services Ltd J Brown Funeral Services Ltd 23 High Street, Wendover, Tewkesbury, 4 Regent Street, All pending Buckinghamshire HP22 6DU Note: Gloucestershire GL20 5LZ Burnham-on-Sea, members & associates Previously advertised Somerset TA8 1AX on SAIF website. Mr P Wilson have been advertised Close Date: 14th May 2021 Sarah Butson Spire Funeral Services on the SAIF website Grandfield & Son 11 Church Street, Staveley, for objections from Derbyshire S43 3TL Jonathan Carpenter / David Keenthorne, Nether Stowey, SAIF members. Any Carpenter Bridgwater, Somerset TA5 1HZ E.J. Edgerton and Son Ltd Mrs J Wilson objections should have The Oaklands, Andrew J Humphrey Jacqueline Wilson Independent been received by the Breaden Heath, Castle Court Funeral Home Ltd Funeral Services Ltd close date shown for each 74 Weston Grove, Upton, Nr. Whitchurch, Castle Street, Treforest, application Shropshire SY13 2LF Pontypridd, Rhondda, Chester, Cheshire CH2 1QL Cynon Taff, Wales CF37 1TA E.J. Edgerton and Son Ltd Mr B Palliser (branch of above) Andrew Roughley R. Lawrence & Family (Branch 62 High Street, Whitchurch, Andrew Roughley Independent of Palliser Platt and Sons Ltd) Shropshire SY13 1BB Funeral Directors Ltd 206 Rochester Road, 13-14 Central Square, Gravesend, Kent DA12 4TY E.J. Edgerton and Son Ltd Maghull, Liverpool, (branch of above) Merseyside L31 0AE PROBATIONARY 3 Church Street, MEMBER NEW BRANCH Ellesmere, James Matthews Mr T Clarke Shropshire SY12 0DD Watermans Independent Tony Clarke Previously advertised Family Funeral Directors Funeral Directors Ltd on SAIF website. 40 High Street, Sittingbourne, 55 Keighley Avenue, Downhill, Close Date: 19th May 2021 Kent ME10 4PB Sunderland SR5 4BS

40 SAIF Associates Directory 2021

CARRIAGE MASTERS & 345 555 • [email protected] Burials, Chislehurst Westerleigh Group Ltd HORSEDRAWN CARRIAGES • www.jcwalwyn.co.uk Mrs C Graham • 0208 300 9790 Mr D John (Bristol) • 0117 937 1050 • Motorcycle Funerals Ltd • info@green acresgroup.co.uk [email protected] Mrs M Sinclair (Measham) Leslie R Tipping Ltd • www.greenacrescelebrate.co.uk • www.westerleighgroup.co.uk • 01530 515 250 marian@ • Mr J Tipping (Cheshire) • 0161 480 motocyclefunerals.com 7629 • [email protected] GreenAcres Woodland The Natural Burial • www.motorcyclefunerals.com • www.lrtipping.co.uk Burials, Colney Company Ltd Ms Sam Curtis • 01603 811 556 • Mr C Doggett (Leicestershire) Superior UK Automotive Ltd LifeArt Coffins Ltd info.colney@greenacrescelebrate. • 0116 222 0247 • info@thenatural Mr Peter Smith (Aldermaston) Mr Simon Rothwell (Gloucester) co.uk • www.greenacrescelebrate. burialcompany.com • www. 0118 971 4444 • info@superioruk. 01452 310563 • [email protected] co.uk/colney thenaturalburialcompany.com com • www.superioruk.com • www.lifeart.com GreenAcres Woodland CLOTHING Wilcox & Co (Limousines) Ltd Musgrove Willows Ltd Burials, Epping Keltic Clothing Mr L Wilcox (Chalfont St.Peter, Mrs E Musgrove (Westonzoyland, Deborah McNamara • 01992 Mr D Barry & Mrs L Kendrick Buckinghamshire) • 01753 480 Somerset) • 01278 691105 523 863 • info.epping@ (West Midlands) • 08450 666 699 600 • www.limousines.co.uk • [email protected] greenacres celebrate.co.uk • www. • [email protected] • www.musgrovewillowcoffins.co.uk greenacrescelebrate.co.uk/epping • www.kelticclothing.co.uk Volkswagen Funerals Ms C Brookes & Ms M Orton Natural Woven Products Ltd GreenAcres Woodland Waterfront Manufacturing Ltd (Nuneaton) • 02476 399 296 • Mr A & Mr D Hill (Somerset) Burials, Rainford Mr A Jenkinson (Norfolk) • [email protected] • 01278 588 011 • contact@ Mrs Karen Halpin (Merseyside) 01953 718 719 • alan@waterfront • www.volkswagenfunerals.co.uk naturalwovenproducts.co.uk • 01744 649 189 • info.rainford@ manufacturing.co.uk • www. • www.naturalwovenproducts.co.uk greenacrescelebrate.co.uk waterfrontmanufacturing.co.uk Woods Garage (Carriage masters) • www.greenacrescelebrate.co.uk Mr D Wood (Sevenoaks) • 01732 453 P & L Manufacturing Ltd EDUCATION 256 • [email protected] Mr P Halliday (Gloucs) • 01684 274 GreenAcres Woodland Burials, & TRAINING 683 • sally@pandl manufacturing. Heatherley Wood Independent Funeral Directors’ CASKET & COFFIN co.uk • www.pandl manufacturing. Ms Sharon Solomon (East College Ltd MANUFACTURERS co.uk Hampshire) • 01428 715 915 • info. Corinne Pengelly • 0345 230 6777 Bradnam Joinery Ltd heatherley@greenacres celebrate. • [email protected] Mr B Spittle (Haverhill) • 01440 761 Passages International Inc. Ltd co.uk • www.green acrescelebrate. • www.ifdcollege.org 404 • [email protected] Mr R Crouch (Berkshire) • 01628 co.uk • www.bradnamjoinery.co.uk 290 220 • [email protected] EMBALMING • www.passagesinternational.co.uk Herongate Wood Cemetery G T Embalming Service Ltd Colourful Coffins Ms J Sawtell (Essex) Mr G Taylor (Brighton) Ms M Tomes (Oxford) • 01865 779 Somerset Willow England • 01277 633 085 • enquiries@ • 01273 693 772 172• enquiries@colourfulcoffins. Mrs H Hill (Somerset) • 01278 424 herongatewood.co.uk • [email protected] com • www.colourfulcoffins.com 003 • enquiries@somersetwillow. • www.green-burial.co.uk • www.gtembalming.com co.uk • www.willowcoffins.co.uk DFS Caskets Mr Martin Smith (Annan) • 01461 Tributes Ltd 205 114 • [email protected] • Mrs S Macmillan (W. Sussex) • www.dfscaskets.co.uk 0845 388 8742 • marketing@ tributes.ltd.uk • www.tributes.ltd.uk Halliday Funeral Supplies Ltd Mr P Halliday (Birkenhead) • 0151 Urns UK Ltd KEEPING THE 609 3600 • philip@hallidayltd. Mr P & Mrs B Patel (Potters Bar) co.uk • www.hallidayltd.co.uk 01707 645 519 • [email protected] FUNERAL • www.urnsuk.com J & R Tweedie Mr R Tweedie (Annan) • 01461 206 CEMETERIES/ INDUSTRY 099 • www.jrtweedie.co.uk CREMATORIA GreenAcres Woodland Burials, INFORMED JC Atkinson and Son Ltd Chiltern Mr J Atkinson (Tyne & Wear) • 0191 Ms Marisa Isaacs • 01494 415 1516 • [email protected] 872 158 • info.chiltern@ TO ADVERTISE CONTACT • www.coffins.co.uk greenacrescelebrate.co.uk Elliot Whitehead • www.greenacrescelebrate.co.uk J. C. Walwyn & Sons Ltd 0131 561 0020 Mr K Walwyn (Derbyshire) • 01335 GreenAcres Woodland

41 SAIF ASSOCIATES DIRECTORY

EQUIPMENT • www.funeralconsulting.co.uk • www.seib.co.uk GRAVEDIGGER & & SERVICES EXHUMATION SERVICES CPL Supplies (Stainless Steel Kings Court Trust Ltd The Will Associates t/a Honey DTH Burial & Churchyard Services Specialists) (Estate Administration) Group and Honey Legal Mr D Homer (Measham) • 07912 Mr W McGuckin (N. Ireland) Ms Jill Clayton (Bristol) Mr A Gardiner (Market Drayton, 855 460 • davidhomer67@gmail. 028 8167 1247 • sales@cplsupplies. 0300 3039000 Shropshire) • 01630 723 105 • com com • www.cplsupplies.com •:[email protected] [email protected] • www.kctrust.co.uk • www.honeylegal.co.uk IT & WEBSITE Fibrous (Funeral Supplies) Adtrak Media Ltd (Digital Ms V Hancock (Cheshire) Laurelo Ltd Trident Marketing Anglia Ltd marketing consultancy) 0161 429 6080 • vanessa.hancock@ (Probate Advisors) (Graphic Design, Website and Mr C Robinson (Nottingham) fibrous.com Mr Timothy Woolcock (Ongar, Marketing) • 0115 959 7192 • hello@adtrak. • www.fibrous.com Essex) • 0203 0582329 • info@ Mr C Beswick/Mrs V Beswick co.uk • www.adtrak.co.uk laurelo.co.uk • www.laurelo.co.uk (Semer, Ipswich) • 01473 823 Hygeco (Mortuary Solutions) 700 • [email protected] Comtecs Associates LLP Ms H Lockwood (W. Yorkshire) Lemon Business Solutions Ltd • www.tridentmarketinguk.com (Development & Design • 0113 277 8244 • [email protected] (24/7 call management & IT Support) • www.hygeco.com solutions) Trust Inheritance Ltd Mr C Elwood (Tunbridge Wells, Mr M Anderson & Ms L Wratten Alan Spencer (Weston-Super- Kent) 01892 514 636• chris@ Rose House Funeral (Stockton-on-Tees)• 0800 612 7595 Mare) • 01934 422 991 • comtecs.co.uk Supplies Ltd • [email protected] • alanspencer@trustinheritance. • www.comtecs.co.uk Mr M Wilson (Derbyshire) www.no-sour-business.co.uk com • www.trustinheritance.com • 01283 819 922 • martin@ Donatis Giving Ltd rosehousegroup.co.uk Mark Binnersley (PR/media) UK200group.co.uk (Donation management solution) • www.funeral-supplies.co.uk (W. Midlands) • 07392 006 928 • (Association of Independent Mr M Robinson (Devon) [email protected] Accountants & Lawyers) • 01803 229 467 • Hello@donatis. Mortuary Equipment Direct Ltd • www.markbinnersley.co.uk Ms S Wise (Aldershot, co.uk Mr W Quail (Hants) Hampshire) • www.donateinmemory.co.uk • 01276 601 039 • william@ Safety For Business • 01252 401 050 mortuaryequipmentdirect.co.uk Mr S Bloxham (Letchworth • admin@uk200 group.co.uk Eulogica (Bespoke funeral • www.mortuaryequipmentdirect. Garden City) • 0845 634 4166 • www.uk200group.co.uk software) co.uk • [email protected] Mr D I Wright (Sheffield) • www.safetyforbusiness.co.uk FUNERAL OFFICIANTS • 0845 351 9935 • diw@eulogica. Workwear (East Anglia) Ltd Association of Independent com • www.eulogica.com Mr David Tennens (Eye, Suffolk) Neopost Ltd Celebrants 01379 871110 • david.tennens@ Mr A Coo (London) Mr P Spicksley (Lincolnshire) I-NETCO Ltd (Web design) workwearltd.com • www. • 01708 716 000 • 07783 323 324 • chairman@ Mr G King (Newcastle) • 0191 242 workwearltd.com • www.neopost.co.uk independentcelebrants.com • 4894 • [email protected] • www.independentcelebrants.com www.funeraldirectorwebsites.co.uk FINANCE & Occupational Safety Systems (UK) PROFESSIONAL Ltd Humanists UK Search4Local Ltd (Digital SERVICES Mr S Bloxham (Letchworth Garden Mr R Prout • 020 7324 3060 • Advertising Assitance) Curtis Legal Ltd City) • 0845 634 4166 • info@ [email protected] • Mr C Andrews (Devon) • 01392 Mr C Bond (Monmouth) • 01600 safetyforbusiness.co.uk www.humanism.org.uk 409 159 • [email protected] 772 288 • [email protected] • • www.safetyforbusiness.co.uk • www.search4local.co.uk www.curtislegal.co.uk Civil Ceremonies Ltd The Probate Bureau Anne Barber (Northamptonshire) MEMORIALS & Forum of Private Business Mr D Hartley West (Hertfordshire) • 01480 276 080 • info@ REMEMBRANCE Mr I Cass (Knutsford, Cheshire) • • 01920 443 590 • info@ civilceremonies.co.uk Acorn UK (2006) Ltd 01565 626 001 • [email protected] probatebureau.com • www. • www.civilceremonies.co.uk (Jewellery) • www.fpb.org probatebureau.com Mrs Wendy Owen (W. Kingsdown, County Celebrants Network Kent) • 01474 853 672 • 07956 143 Funeral Administration Ltd Redwood Collections Mr Eric Gill (Wiltshire) • 07770 049 • [email protected] Mr A Tucker (Suffolk) (Debt collectors) 625 378 • ericgillcelebrant@ • www.acorn-uk.co.uk • 07803 562 008 • alun@ M Rogers (Surrey) •0208 288 3555 outlook.co.uk • www.county funeraladministration.co.uk • [email protected] celebrantsnetwork.com Lynch Technical Software Ltd t/a • www.redwoodcollections.com Lytesoft (Funeral Management Frontline Communications Institute of Civil Funerals Software) Group Ltd (Call handling / SAIFInsure (Unicorn Susan Flipping (Sittingbourne, Mark Lynch (Co.Limerick, Ireland) delivery service) Insurance Brokers) Kent) • 01480 861 411 • admin@iocf. • +34 661195050 • mark@lytesoft. Mr D Jones (Portsmouth) Mr B Hart • www.saifinsure.co.uk org.uk • www.iocf.org.uk com • www.lytesoft.com • 01489 866 630 • 0203 603 4194 / 0774 057 7651 • [email protected] • [email protected] FUNERAL PLANNING Aura Flights (Ashes into space) • www.wearefrontline.co.uk Golden Charter Ltd Dr Chris Rose (Sheffield) SAIF Resolve (Scott & Mears) Mr M Jones (Glasgow) • 0141 931 • 0114 213 1050 • info@auraflights. Funeral Products B.V (Debt collectors) 6300 • mike.jones@goldencharter. com • www.ashesinspace.com Mr M Brooks (London) • 01908 538 Bill Baddeley (Essex) • 01702 312 co.uk • www.goldencharter.co.uk 016 • [email protected] 737 • [email protected] Cleverley & Spencer • uk.funeralproducts.eu • www.saifresolve.co.uk Golden Leaves Ltd (Monumental masons) Barry Floyd (Croydon, Surrey) Mr I R Spencer (Dover) • 01304 206 Goldray Funeral Skingle, Helps & Co • 0800 854 448 • barry@ 379 • [email protected] Consultancy Ltd (Accountants) goldenleaves.com • www. • www.clevspen.co.uk Mr R Barradell (E. Yorkshire) • Mr J Helps (Surrey) goldenleaves.com 01964 503 055 • richard@goldray. • 0208 770 1095 Fotoplex Grigio Ltd co.uk • www.helps.co.uk Open Prepaid Funerals Ltd (Personalised photos) Mr J Taplin (Solihull) • 0330 660 Mr C Gray (Hampshire) G Turner Consulting Ltd South Essex Insurance 0072 • john@openprepaidfunerals. • 01329 311 920 Mr G Turner (Wellington) • Brokers Ltd co.uk • www.openprepaidfunerals. • [email protected] 07917 221 497 • guy.turner@ The Manager (Essex) co.uk • www.fotoplex.co.uk funeralconsultancy.co.uk • 01708 850 000

42 Groupe Delfosse New Urn Funeral Service Journal (Part of Mimeo (UK) Ltd) National Repatriation Mr D Arnaud (Sault–Brénaz, (FSJ) Mr M Moore (Huntingdon) • Mr T W Hathaway (Doncaster) France) • 0033 474 3726 928 • (Worthing, West Sussex) 01480 410 444 • info@gateway- 07780 118 458 • info@national [email protected] Editorial: Russ Bravo / publishing.co.uk • www.gateway- repatriation.co.uk • www.national • www.newurn.co.uk Advertising: Denise Walker • publishing.co.uk repatriation.co.uk 01903 604 338 • [email protected] Life Expressions • www.fsj.co.uk Polstead Press Rowland Brothers (UK & Europe) Ltd Tracy Goymer (Suffolk) • 01449 International (Derbyshire) • 0800 368 9233 Funeral Guide 677 50 • [email protected] • Fiona Greenwood • 0208 684 • [email protected] (Funeral resource for the public) www.polsteadpress.co.uk 2324• info@rowlandbrothers • www.lifeexpressionsltd.co.uk Mr E Gallois/Mr K Homeyard international.com • www.rowland (Exeter) • 01392 409 760 RNS Publications brothersinternational.com The MuchLoved • [email protected] Mr C Shaw (Blackpool) • 01253 832 Charitable Trust • www.funeralguide.co.uk 400 • [email protected] •www.rns.co.uk Staffords Repatriation Services Mr J Davies/Ms J Baker J Stafford & C Davis (Dublin) (Amersham) • 01494 722 818 • LCK Funeral Support REMOVAL & • 0035 318 550 555 [email protected] Services Ltd REPATRIATION • [email protected] • www.muchloved.com Mr A Mccafferty (Hayes) Alba Repatriation & Cremated • 0208 900 9222 Remains Transportation Walkers Repatriation Scattering Ashes • [email protected] • www. Mr S Murren (Paisley) 07834 489 Service Mr R Martin (Devon) lckfuneral supportservices.co.uk 766 • [email protected] Mr T Walker (Staffordshire) • • 01392 581 012 • www.albarepat.co.uk 07792 022 048 • tjwalker60@ • [email protected] Professional Help Ltd gmail.com • www.scattering-ashes.co.uk Mrs C Betley (Burton in Kendal) Cremated Remains Transport • 01524 782 910 • info@ Services SOFT GOODS & Secure Haven Urns & Keepsakes professionalhelp.org.uk Lord John P A Kersley (Bognor FUNERAL SUPPLIES Ltd • www.professional help.org.uk Regis) • 01243 583 913 • advance Allsops CTF Ltd Mrs C Yarwood (Essex) • 01277 [email protected] • www.advance Mr G Allsop (W. Sussex) 377 077 • cyarwood@securehaven. The Bereavement Register salesuk.com • 01903 213 991 co.uk • www.securehaven.co.uk (Suppressing unwanted mail) • [email protected] 0207 089 6400 • help@ Euro-City Direct Ltd Shaw’s Funeral Products, thebereavementregister.org.uk Mr J W Kindleysides (Dorking, Bradnam Joinery Ltd Shaw & Sons Ltd • www.thebereavementregister. Surrey) • 01306 632 952 Mr B Spittle (Suffolk) Ms Sarah Smith (Crayford, org.uk [email protected] • 01440 761 404 Kent) • 01322 621 100 • sales@ • info@bradnam joinery.co.uk shaws.co.uk • www.shawsfuneral Reach Plc Guy Elliot Ltd • www.bradnamjoinery.co.uk products.co.uk (Multimedia publisher) Mr G Elliot (Kingswells, Aberdeen) Mr D Minns (Hull) • 01482 428 866 0777 040 7610 • conscientiously@ Clarke & Strong Ltd Signature Aromas Ltd • [email protected] outlook.com Mr B Fry (W. Midlands) • 0247 622 Mr Brian Chappell (Sedgley) • www.funeral-notices.co.uk 1513 • [email protected] 01902 678 822 • brianchappell@ Key Air – The Repatriation • www.clarkeandstrong.com signaturearomas.co.uk Stevens and Sons Funeral People • www.signaturearomas.co.uk Services Ltd (Supply staff, Mr B Birdsall (Hayes, Middlesex) Leslie R Tipping Ltd vehicles & land repatriations) 0208 756 0500 • repatriations@ Mr J Tipping (Cheshire) The Natural Burial Mr G Stevens (East Finchley) keyair.eu • www.keyair.eu • 0161 480 7629 • sales@lrtipping. Company Ltd • 0203 507 1707 • office@ co.uk • www.lrtipping.co.uk Mr C Doggett (Leicestershire) stevensandsons.co.uk LCK Funeral Support • 0116 222 0247 • info@thenatural Services Ltd The Mazwell Group burialcompany.com • www. The White Dove Co Ltd Mr A Mccafferty (Hayes) • 0208 (PPE and chemicals) thenatural burialcompany.com (releasing doves at funerals) 900 9222 • [email protected] Mr Caldwell (Whitchurch, Mr K Proctor (Essex) • 0208 508 • www.lckfuneral supportservices. Hampshire) • 01256 893 868 • OTHERS 1414 • info@thewhitedovecompany. co.uk [email protected] • Grief Journey co.uk •www.thewhite www.themazwellgroup.com Linda D Jones (Harlow, Essex) dovecompany.co.uk Mears Repatriation • 07779 108760 Mr G Hart (London) • 0203 455 Thorley Smith Ltd • [email protected] PRINTING & 0305 • [email protected] • Mr D Tonks (Wigan) • 01942 243 • www.griefjourney.com STATIONERY www.mearsrepatriation.com 331 • [email protected] Gateway Publishing • www.thorleysmith.com

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