Consultation Q&A Week 1, 2, 3 & 4 31/01/2025

It was said redundancies would be based on skill set, what are the exact criteria that will be used?

The criteria is based on the following:

Attendance and lateness, adaptability and flexibility, customer service and team participation.

How is the company going to try and find suitable alternative employment for those being made redundant?

This is the individual’s responsibility and not that of the business.

What will the new closing time of the orange tree and express cafe if the shop is closing earlier?

This will be based on the close down procedure and will be looked at by the Catering Manager to be discussed with Senior Management.

Now that there is no more customer service desk in Wenvoe, who is responsible for answering phone calls? Currently till staff have the phone but we have to either answer the phone and ignore the customer in front of us or let it keep ringing and annoy the customer we are serving

We are working on procedures alongside Telbridge to ensure the relevant calls get directed to the relevant departments. All members of the team will be responsible for dealing with customer queries over the phone, depending on department and manager implementation. All managers and staff will be trained on new procedures to ensure smooth transition.

If someone works 4 8 hr shift currently 32 hrs will their new contract be for 30 hrs 4 7.5 hrs shifts

This will only be the case in Wenvoe due to a change in opening times. As per consultation, no one will be financially disadvantaged

I’m my department, it is sometimes necessary for me to, at short notice, start earlier than my scheduled hours. Although I have discussed with my line manager that any overtime is to be pre-authorised, there are certain instances that this is not possible. For example, today was scheduled at 8, but needed to drop both fryers before service as well as prepping for breakfast. How should I proceed?

There will be an end of day producer put in place to drop fryers ready for cleaning the following day and should not require any earlier start time than you’re contracted hours specified on the rota, please discuss this with your line manager.

If the decisions are made regarding redundancies before the end of the consultation period will we be told once decided or will you still wait until the end of the 45 days?

We will not wait until the end of the 45 day consultation before letting those impacted know.

Why can’t we book holidays? Do we have to wait until March as prices will go up?

We have not said that colleagues cannot book holidays. As per our holiday procedure all holidays need to be submitted and authorised. We would always advise ensuring your holidays have been authorised before booking anything, to ensure that timings meet the needs of the business and no one else already has the same time off that would impact the minimal model in your department for that period of time.

Will a days holiday pay stay at 8 hours?

We are no longer working in holiday hours it will be based on holiday days.

Will a Sunday holiday be paid 8 hours? (1 day)

Regardless of working hours, your holiday “days” will be based on an average of your monthly contracted hours. They are no longer defined by hours but total days depending on your contract. E.g. A full-time contract at 37.5 hours per week, is entitled to 28 days holiday per year. (Unless length of service impacts this).

With regards to the 30 minute hospitality break we are finding it difficult to understand how this will work when the peak trading is lunchtime?

Over the consultation period we have taken this on board and have been looking into detail at the trading patterns and sales per hour. We agree that based on this we will swap the 30 minute unpaid break to 2 x 15 minute unpaid breaks in hospitality only, to ensure the correct levels of staff are on the floor when peak trading is occurring. Trading patterns are different in other departments and will remain at one 30 minute unpaid break.

Please note an amendment to the transition dates of moving from weekly to monthly pay:

21 February – Weekly pay as usual

28 February - 12 days’ pay in arrears. New contracts & salary from 1 March.

14 March – 50% of new salary as a payment in advance.

28 March - Remaining 50% of new salary.

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How does being in the GCA improve our sales? A quick Google will tell you that there are 200 GCA approved garden centres, yet there is over 2300 garden centres in the UK so I don’t see how being in the minority is giving us an advantage? All of the standards that are implemented through the GCA should be implemented by our managers as a standard working practice? We could save that money by operating at a high standard that we set ourselves.

Since joining the GCA our sales have grown substantially, at least partly as a result our development of all the ‘retail details’ that the GCA processes encourage.

When we look at sales data and photos of both Wenvoe and Radyr now, compared to pre GCA days, we can see that our ranges, housekeeping, merchandising, layout, Christmas displays, linked sales etc have all improved vastly as has our reputation locally, and across the wider trade nationally.

Most of the leading and most successful garden centres use the GCA inspection system as a means to achieving higher standards, as they realise that managers and staff of all levels benefit from constructive input from their peers within the trade.

Although there may be over 2000 Garden Centres across the UK, only the best meet the professional requirements and retail standards set by the GCA, and the number of centres applying to join the GCA keeps on growing as more centres recognise their need to improve.

But we do review the benefits and costs of the GCA service, just like any other cost - that is good basic business practice.

Will we send less colleagues on buying trips? Do we need to send 5 or 6 people on buying trips when realistically it should be 1 from each site and their respective manager?

This is a really valid question, and it is one that we continuously challenge and evaluate. All departments require a buying strategy and skilled individuals to do this. Buying trips support employee development and growth. We have a budget in place for this and in the past year have scrutinised and reduced costs within this area, being selective with who attends these trips with clear objectives set. Presentations are then formatted and presented to other management and senior managers with key learnings and an overview of the perspective range identified. Most of the time suppliers fund a percentage of the trips. For example the most recent trip 100% of travel expenses is being funded by the supplier and not Pugh’s, which allows us to send more colleagues that we feel will benefit in order to grow their professional experience. From our experience over the years, the minimum we could ever send is four members of staff.

If we are looking at redundancies because we’ve made a loss last year and potentially this year, why is it only the “low-level” workers that are facing redundancies? If we are the reason for low sales, wouldn’t it be down to mismanagement?

As per our initial consultation communication, any potential redundancies are not sales related. We do not see any colleagues as “low level” all roles are based on skillset and experience, depending on the relevant department, and all form a valuable part in ensuring the business runs on a day-to-day basis. The loss is not resulting from sales; sales have plateaued in the past year across all UK garden centres. The loss is based on increased minimum wage, employee NI and pension contributions over the past 3 years.

Will we look at the price of stock that we buy? The furniture range that we had this year was too overpriced which will have an impact on our total sales. Not everyone has £2.5+ for a set of furniture.

We continuously plan and range our products in line with our target demographic and pricing strategy. We do not target all consumers we have a clear target audience and set objectives accordingly. We base our purchasing on historical sales and market trend analysis, furniture for 2024 was impacted across the whole industry due to the weather and delivery scheduling do to the Suez Canal issues and war in Ukraine and we adapted our purchasing accordingly.

Would leaving the GCA actually be detrimental to the company, considering it was a successful company before joining a few years ago? We have the tick sheets and if implemented by all managers and staff daily, standards should not drop. All it seems to do is increase stress on shop staff around visit times, excessive signage that customers don't notice and increase waste

The GCA offers us as a business to access sales data across the GCA group which enables us to benchmark and set clear KPI’s and objectives. It also provides an array of staff training via the GCA GROW module which has been curated and developed specifically for the garden centre industry. Regarding signage, we have recently identified the high amount that was being produced and reduced this right down since the beginning of last financial year and going forward. The feedback we get from a cross section of staff following inspection is that there is a welcomed motivation and proud of how everyone works as a team. This is testament to the ethos during this time resulting in our amazing result we achieved this year.

If all work days are now 7.5hrs, does that mean we have to start an hour earlier on Sundays?

Sunday hours are not impacted due to Sunday trading laws.

Will VM's be on a daily/weekly till rota.

For Garden Centres, no.

Will VM's be expected to cover tills when staff are on holiday or off sick.

For Garden Centres, no.

When exactly! Will closing at 5pm start.

From Monday 24th February 2025* Please note this has been amended to Monday the 3rd March 2025

An EPOS staff member said he's been told his job is safe. How does he know this after 6 days - will we all know sooner. Why are some departments confirmed and others not.

No individual members have staff have had one to one conversation regarding their roles yet apart from colleagues at The Garden Kitchen in Rogerstone. There has been no communication initiated by Directors and Senior managers to date with individuals; however, when this begins it will be a phased approach over a period of time.

As we are told Wenvoe is struggling over the last few years surely that means that management, VM’s, office should be looked at as well as all the staff.

All departments will be impacted by the consultation with contractual changes, break restructure and shorter working weeks. All financial elements of these departments have been costed and analysed in the lead up to the consultation announcement. This process allowed us to identify where cost savings were required.

How do we manage unexpected late deliveries which if unloaded would put us outside our contracted hours?

All our suppliers will be notified of our delivery scheduling. If prior authorisation has been given to work additional hours to receive a late delivery, then this will be classed as overtime and paid accordingly. If a delivery arrives and that cannot be put implemented, as we do now, these will be turned away.

With certain sites struggling with profit why send multiple managers and vms on expensive trips to Holland and Italy?

Answered in question 2, please see above.

Can it be considered that staff get consistent days off so we can plan outside of work for this like the dentist?

Yes, this is part of the restructure and we and striving to ensure parity and integrity for all days off and consistent rotas.

When will I get told my working days, I have commitments already booked on my day off?

The new rotas will start W/C Sunday 23rd February. * Please note this has been amended to Monday the 3rd March 2025

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If departments are running on minimal staffing. How are they meant to provide till cover at peak times?

Cover for all areas is considered, during peak trading we will offer any additional hours to employed colleagues at first refusal or recruit temporary seasonal staff as and when required. There are two peak periods, Spring and Christmas.

In line with floor staff and VMs, will all till and office staff be up skilled to assist the departments during peak times?

Yes, where necessary depending on requirements and department.

If my contract hours is 38 h per week do I need to work 40 and a half hours to get paid 38 , because of unpaid breaks .

You will be paid for 38 hours and unpaid breaks are on top of this, which means you are onsite for longer than 38 hours, your 30 minute break is not a period of work.

Will the cutbacks mean we'll be leaving the GCA?

Definitely not, it is more imperative than ever to work alongside our industry, share information and set benchmarks to ensure our standards remain at their highest to enable business growth.

Does the minimum model take into daily workload? Shrubs may take the majority of its money on the weekend, but delivery days are probably busier, especially Thursday and Fridays

Yes, the minimum model will take this into account and there will be sufficient staffing levels on these days.

If we only get paid in 15 minute slots how will clocking in and out for breaks work? Would I have to clock out after the hour at 1.04 - then clock back in before the hour at like 1.29 to ensure I get paid correctly? Couldn`t it be much easier to just take everyone`s 30 minute break off their hours or get a system that does that automatically?

30 minutes automatically gets taken off via pay roll; however, we require clocking in and out to monitor break accuracy and also need to know who is on/off site for health and safety reasons.

If we are contracted salaried, why do we all need to clock in and out for breaks?

As above, to monitor break accuracy and to determine who is on site/off site for health and safety reasons, for example fire alarm or evacuation procedures.

Morale is currently low and it is felt it is no longer family run and more corporate?

We fully appreciate that going through any type of consultation impacts morale during an uncertain period, which is why we are being as clear in communication as we can be. A 45 day period can unsettle people when a job is in question and we fully understand the impact this has in the short term. Please be assured that change does not mean corporate, we are a family run business and that will not change. As a family we are driving the decision making based on business circumstance and in line with all other businesses. For clarity, all employment laws and updated policies and procedures are all the same regardless of what type of business you work in. We have a duty of care to our teams to ensure our business is sustainable and we would not be responsible business owners if we did not continue to adapt and move forward as we have done for the past 70 years. Our core values and ethos still very much remain the same, and are the driving force behind our future.

I understand it will be easier for you to pay us monthly - but it is not easier for us. You are just taking another perk away from us really.

Whilst we appreciate the change of payment dates means adaptability in your lifestyles, this consultation is to make business savings to remain sustainable and protect the future of the business. By moving the payments from weekly to monthly, Pugh’s will make a saving of £84,000 per year on administration costs and accountancy fees, which is substantial. We can help signpost members of the team to any financial advisory needs, please speak to your line manager.

Why can`t we just not work over our 30 minute break as we aren`t getting paid for it?

It is a legal requirement to have a break time depending on working hours.

Seeing as the Wenvoe Foodhall tills will be moving to the main checkout area, how will we maintain hygiene and food safety with both food items and unsafe items (such as weed killer) coming through the same checkout area

All garden care products are boxed, this will be no different than being at a supermarket where you purchase household or garden products alongside food. Any foods going through the till will already be wrapped or sealed in line with food hygiene regulations. Any additional training on tills for food related products will be implemented where required. Eg. Use of scales.

With the removal of the additional breaks, what are the new rules for DSE users? It is recommended that we take shorter breaks more often over one longer break. Will we be allowed to split our breaks due to our screen time?

There will be a separate policy for those who use display screen equipment for their primary job roles (office based employees), due to the legal requirement of screen use set by the health and safety executive, which will be communicated at the end of the 45 day consultation period.

Given the reduced working hours for the week, will we still receive additional pay for attending the morning heads-up meeting at 8:45 before the official start of the workday?

We expect members of the team to be on the shop floor ready to start work for their shift time. On moving to salary pay, the ten minutes prior has been encompassed into the salaried rate.

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Now that breaks are being adjusted for those who work under 6 hours, would there be any possibility of having seating at Wenvoe tills? Matching Radyr as standing at the tills for 6 hours straight is very uncomfortable and causes back/feet stress.

Any seating requests will need to be requested via a reasonable adjustment form though HR on a case-by-case situation.

What is minimal model? What does it mean for staff?

The minimum model is a document broken down into 30 minute periods of daily takings, spanning over a daily/weekly period aligned with our wages verses sales trading pattern. It identifies what levels of staff are required and what times/days/weeks based on our fluctuation of trade. Going forward this may or may not impact your current working hours/days or could impact on employment with Pugh’s. It may or may not also impact the department you currently work in, and you may be considered to work within another departments.

Can the 30 min break be split into two 15 mins?

This is not feasible based on the new minimum model requirements, where peak trading is considered. To remain consistent and ensure parity across the whole business and internal departments this will no longer be an option.

Will there be any redundancies?

Once managers have worked through the minimum staffing model, this may or may not result in redundancy. Every colleague that this may impact will be spoken to individually and made aware if this is applicable during this consultation period. Any redundancy process will be carried out on skillset.

If there are changes to days worked, will the staff be able to have a say at all or will the proposed shifts be non-negotiable?

If there are changes to days worked in line with business needs then any staff effected can put in a flexible working request; however, it will need to meet the needs of the business and will be looked at on a case-by-case basis.

Does clocking out and in for lunch breaks start with immediate effect?

For retail areas, this has been in place since October and should already be being adhered too. For hospitality and Radyr Food Hall this will need to be implemented when the consultation period is finished.

Will I still be paid based on the hours that I've worked (hourly) with moving from weekly to monthly pay

Your new monthly pay will be worked out against your hourly rate based on contracted hours and will now be salaried. Any authorised additional hours will be paid in the monthly salary.

For those who currently get paid on the closest Friday to the 15th of the month, how will this transition to the last Friday of the month work without having a 7 week gap which is unmanageable?

After next Friday 17th, there will be 2 x 5 week months, payments will be made on 21st February, 28th March and then the 25th April (last Friday of the month), thereafter will continue in line with all other employees on the last Friday of the month.

Will any of these changes effect our holiday entitlement?

As the holidays will now be based on days rather than hours, there will be no impact on holiday entitlement.

How are the salaries now worked out if I am currently on hourly payments?

Your new salary if you are on national living wage/minimum wage will be calculated as the following:

£12.21 multiplied by your contracted hours eg.37.5 = £457.88 x 52 weeks = £23,809.50 Divided by 12months = £1984.12 gross monthly salary (before tax, NI and pension etc.). Any additional authorised hours will be incurred on top and added to the monthly pay within the cut of timeline (this time line will be published for all staff within the next few weeks). Should authorised overtime miss the cut off this will then go into the following months pay.

Will the job role of a VM change? If so how?

We don’t envisage the role of VM changing in line with consultation, only evolve through annual reviews with your line manager.

Will VM’s be till trained and expected to work in other departments?

All employees who work on or around the shop floor will be upskilled to use the till systems, to ensure customer service remains the priority going forward. Training will be given; however, this will not be part of the main role for VM’s, and only when absolutely necessary.

If an “end of employment” is a possibility for some departments, does that mean some staff members face redundancy or dismissal?

Yes we will determine the outcome following the completion of the minimum model build that will be completed for all departments over the next couple of weeks.

If redundancy is choice, then would there be compensation paid out to anyone facing redundancy?

We will follow the employee law on Government guideline for any redundancy payments.

If redundancies are made, when will they be announced?

Any redundancies will be announced once the framework has been worked through with management and will be announced by the end of the consultation period 21st February. Redundancy has already been carried out at the Garden Kitchen and has now been concluded. The Garden Centres will be in due course.

Now we have had our first one to one with our managers. How often will we be updated going forward?

Any questions will be answered by the Friday of the following week. Any specific questions relating to individuals, please discuss with your line manager. At the end of the consultation period your line manager will be going through all new terms of employment.

Will we get anymore one to ones during the consultation period?

These can be requested via your line manager if there is a requirement, or any questions can be directly posted in the boxes provided or on the online form. Any specific confidential circumstances, if your name/email is also submitted will not be posted in an open forum.

Will holidays be booked in days or hours. Can I book half days and/or an hour if needed?

Holidays will be looked at based on days or half days and not hours.

Buzz meetings. How will these work with colleagues starting later?

If there is specific information to be shared, colleagues who start later should be pulled aside to discuss when they begin work or at the earliest convenience.

How much notice do we have to give if we decide to leave based on the new contract?

For anyone under 2 years service the notice period is one week. For any colleague that has been employed for over 2 years the new notice period will be one month. There are longer notice periods for certain employee contracts depending on job roles within the business.

What job cuts are happening at Head office/ senior level – if any?

Not all departments will be affected by job cuts, only those where the minimum staffing model is being actioned. All discussions regarding any job if impacted will be discussed on a one to one basis.

What will the new structure look like in head office?

We do not refer to any area as head office; however, the over arching management and department structure has been worked on over the past few years and will remain the same.

Between department managers – are duty management shifts being allocated/shared across the week using the model to make it fair for managers to manage their work load?

Yes

Have cost cuts been looked at in other aspects of the business? E.G – over buying certain sites on certain product. Moving of stock between sites as a cost?

Yes these areas are always a priority and have been assessed in detail over the past 2-3 years, which have resulted in more efficient and cost effective ways of business management. We have several working documents in place and these reports are monitored daily/weekly/ monthly.

Are department managers roles at risk?

The management structure has been worked on in recent years and we are confident with the structure now in place.

When min wage goes up, will management automatically receive a percentage increase also or will they receive their annual review based on start date? Would it be possible to have all management reviews the same time in March. If on the lower band in management, we will be paid similar to general colleagues until next review.

No, as in previous years there will not be an automatic increase. Any pay reviews from management or current salaried staff will be carried out at review dates, based on start dates. It is not possible to have all management reviews at the same time as start dates vary.

When these meetings are taking place. Can we please make sure its compulsory that colleagues are not in earshot or if in the lodge can a radio be on in the background. Details have been shared so believe conversations have been overheard.

Yes any meetings or discussions on the consultation period should be carried out in a confidential space, and questions should be directed to the correct route of communication.

Are voluntary redundancies being offered? And are we being offered to cut hours?

Voluntary redundancies are not being offered as it does not affect all members of staff. If the model highlights the need in any hour reduction, then this will be discussed on a case by case situation.

Can we run an open surgery at both sites? A good opportunity for all colleagues/managers to air any concerns with senior level. Questions can be asked and answered directly.

No, as per consultation guidelines all questions must been answered accurately and fairly and must be submitted to the Q&A forum via consultation stations or online form. Any individual concerns can be also raised with line manager.

We are concerned about the impact that the removal of the additional 15 minimum break will have for staff in extreme weather conditions and their wellbeing.

The reason for removing the 15 minute break is simply for the fact we cannot afford as a business to continue this. We are streamlining and making it fair across all our businesses. We are bringing parity within industry leading standards. This is in line with all other family run garden centre businesses. Where we have a hot weather policy in extreme weather circumstances, for those working outside we will look to implement a cold weather policy to ensure staff wellbeing.

How often will you have the 45 day consultation period? Will it be an annual occurrence?

The objective of this consultation is to mitigate any further changes to our business at this period in time; however, as an ever-growing business we have to react to and adapt to external/government policies and environment as and when we need to.

With a 5 day week will I have to work extra weekends?

As a result of feedback during this consultation we will be changing the working week from Monday-Sunday to Sunday – Saturday; therefore this will not result in extra weekends.

How’s the 5 day working week going to be worked out over a two week period?

This will be explained directly by your lined manager.

Does point 3 mean we will be receiving the living wage and not minimum wage?

The national living wage is for over 21’s which will be £12.21 from April 2025, the minimum wage will be for colleagues aged 18-21 which will be £10.00, and any colleague under 18 will be £7.55. As stated in the business announcement we will be implementing the new pay structure for anybody impacted by a contractual hourly decrease from March. Those who’s hours are not impacted will received the increase from April.

How will the drop in hours for full time be implemented?

This will go to a 7.5 hour working day, with a 30 minute unpaid break resulting in an 8 hour shift.

Will we still be able to have a morning coffee/tea? Will these changes only affect shop floor staff or everyone? So, all employees wouldn’t get a morning cuppa.

There has never been authorisation to have a morning hot drink whilst working. Any hot drinks should only be consumed during break times and not on the shop floor, this has always been part of the policy and should be adhered too.

Will I owe the tax man any money at the end of the of the tax year?

Only colleagues who do their own tax returns will need to consider this or if you have gone over a certain threshold on salary within the tax bands.

Will the rota be a rolling rota?

Yes, there will be a two-week rolling rota. Any changes to the rota on days worked will need to take holiday.

Will we still have a break on a Sunday?

If you work over 6 hours, then yes there will be a 30 minute unpaid break. For anyone under 6 hours there is no break.

What is a clear career path for progression throughout the company? Is this just referring to a set banding of salaries in the hierarchy?

No, there are several levels of progression across different departments, based on skill set and experience. This will be accessible post consultation.

Will the changes alter my pension?

No as no one is negatively impacted financial by the proposed consultation points.

How is holiday pay worked out, if we work a different number of hours on different days?

This is worked out by calculating your contracted hours into holiday day entitlement.

When will the working cut off point be regarding monthly pay?

The cut off point will be the Sunday before the Friday pay day, which is the final Friday of the month.