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Quality

Providing you with the top quaility service you deserve

Raffles is delighted to be setting the standards in quality for the private hire industry.   We are very proud to carry the BS EN ISO 9001:2008 Quality Assurance Certificate for the provision of a private, public and PSV hire service for the carriage of people and occasional parcels.  This certification has been issued by TUV UK Limited who is accredited by UKAS.  UKAS is the sole national accreditation body, recognised by the Government to assess organisations that provide certification services. 

To meet the required standard, the following areas are assessed during visits by TUV:

  • QualityManagement Commitment
  • Management System Documentation (Quality Manual)
  • Internal Communication 
  • Management Review
  • Quality Policy
  • Objectives
  • Staff Resourcing and Training
  • Driver Records and Licenses
  • Continual Improvement
  • Inspection of Vehicles and Licenses
  • Booking Processes
  • Estimating
  • Customer Requirements
  • Customer Satisfaction
  • Control of Monitoring and Measuring Devices
  • Internal Audits
  • Control of Documents and Records
  • Corrective and Preventative Actions
  • Planning
  • Purchasing Processes
  • Quality Control activities
  • Staff Training
  • Facilities
  •  

Assurance of Vehicles

  • All vehicles are licensed and plated by MKC who inspects and plates the vehicles twice per annum; checking vehicles comply with vehicle criteria, pass roadworthiness test and hold valid insurance, MOT and road tax, checking vehicle registration and that all vehicles carry a fire extinguisher and first aid kit.
  • The fleet manager and controllers inspect vehicle documents, photocopy them and file them in the driver’s file.  These include:
  1. Plating certificate from MKC; this is of prime importance as it ensures vehicles are fit to taxi including insurance, MOT and road tax.
  2. MOT.
  3. Vehicle insurance.

Instructions and check forms are provided for guidance.  Details and expiry dates are input onto our Cabmaster system which warns driver on their PDA of expiry of document and will not allow driver to work past expiry date.  To continue working, drivers are required to produce documents for inspection.  These are copied and updated on the system prior to expiry date.  The Director carries out audits of vehicle documents and records.  This procedure and our audits are observed and checked by TUV for the assessment of the QMS.

  • The Fleet and Systems Manager conduct spot checks to ensure that vehicles meet the required standard in terms of quality, equipment and cleanliness.  It is a 16 point documented check.  This procedure is audited by the Director and observed and checked by TUV for the assessment of the QMS.  It checks:
  1. Cleanliness of interior
  2. Cleanliness of exterior
  3. Appropriate driver attire
  4. Valid private hire or hackney carriage badge on display
  5. Valid private hire or hackney carriage plate fixed to vehicle
  6. Two Raffles door signs
  7. Two Milton Keynes Council private hire door signs
  8. Fire Extinguisher
  9. First Aid Kit 
  10. Price charts
  11. Official Milton Keynes Map (latest version)
  12. Account docket book
  13. Receipt cards
  14. Airport nameboards
  15. Vehicles lights
  16. Tyres

Assurance of Drivers

  • All drivers that work on the Raffles’ circuit have Private Hire or Hackney Driver’s Licences (badge) issued by Milton Keynes Council.  To obtain this licence, the driver must satisfy MKC by passing:
  1. Entitlement to work in the UK
  2. Current DVLA driving licence for at least one year
  3. Induction course
  4. Knowledge test of the area
  5. Medical examination
  6. CRB enhanced disclosure check 

If driver has any convictions for motoring or other offences, he will be interviewed to establish whether he is a “fit and proper” person to be licensed.

  • The fleet manager and controllers inspect driver documents, photocopy them and file them in the driver’s file:
  1. Badge from MKC
  2. DVLA driving licence
  3. Identity documents

Details and expiry dates are input onto our Cabmaster system which warns driver on their PDA of expiry of document and will not allow driver to work past expiry date.  To continue working, drivers are required to produce documents for inspection.  These are copied and updated on the system prior to expiry date.  The Director carries out audits of driver documents and records.  This procedure and our audits are observed and checked by TUV for the assessment of the QMS.

  • The system manager inspects, copies and files the DVLA driving licence for all drivers annually to check for offences and ensure validity.  At other times we will immediately remove or suspend a driver from circuit on the instruction of MKC if convictions arise that invalidate the driver’s entitlement to work.
  • All of our Account/VIP/Executive drivers hold a NVQ level 2 in Road Passenger Vehicle Driving (Taxi/Private Hire).  This is an Edexcel qualification conducted by M2 Training. Units of this qualification include:
  1. Health and safety in the work environment
  2. Drive safely and efficiently
  3. Professional customer service
  4. Deal effectively with difficult passengers
  5. Emergencies and incidents
  6. Transport service for passengers who require assistance
  7. Defensive driving
  8. Routine cleaning of vehicles
  9. Transport parcels, luggage and other items
  10. Plan routes
  • All drivers joining Raffles undergo a comprehensive interview and induction with the Fleet Manager covering all requirements including:
  1. Customer service
  2. Company procedures and policies
  3. Health and safety
  4. Use of PDA and other equipment
  5. Fare structure
  6. Documentation requirements
  7. Vehicle and driving standards
  • All drivers requesting to join the VIP and Executive circuits are vetted as to their suitability and inducted by the Fleet Manager and approved by the Director. All Raffles VIP, Account and Executive drivers are required to be polite, courteous, helpful and to dress smartly.  Any misdemeanour may mean immediate removal of the driver from the relevant circuit.

Assurance of Quality of Service Delivered

  • The Controller monitors all jobs on screen constantly to ensure a quality service is delivered and that bookings run on time. The Controller has up to the second information on screen concerning all bookings and drivers including the GPS position of the driver.
  • Jobs are checked by the Director to ensure that they have been dispatched on time.
  • Every effort is made to ensure that the system in place delivers the customer’s requirements first time with no delays or mistakes.  We consistantly check our systems for any area where improvements may be made.
  • We have Callview Desktop Wallboard with over 200 call centre statistics to choose from to help ensure calls are answered efficiently.
  • We use a fully computerised booking and dispatch system called Cabmaster.  Each driver has a PDA unit with satellite navigation and GPS tracking.
  • We operate a CCTV system in our offices that is recorded 24 hours/day that enables us to monitor the efficiency of staff.
  • The management team can log onto the Cabmaster system and the CCTV system via the internet to ensure that staff are doing their jobs in the correct manner.
  • We email customer satisfaction surveys directly to a random selection of Acccount, VIP and Executive passengers on a regular basis, review responses and take any action required to improve performance.  This procedure is assessed by TUV for the QMS.
  • The booking process is very robust and thorough with confirmations being triple checked.  The booking procedure is assessed by TUV for the QMS.


We take quality very seriously and strive to ensure that your experience with Raffles is a positive one.  All calls are monitored and recorded for quality and training purposes.

Contact us to learn more

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