Gloucestershire County Council has now signed up to this protocol for use by local authority staff who make calls on people at their homes. The key principles of the local authorities’ protocol are that local authority staff who make personal calls on people at their homes are required to:
 

• make pre-arranged appointments where possible

• provide identity cards and offer the opportunity for the householder to check their identity

• explain the purpose of the visit

• be willing to call back at a later date and time if the householder so requests.

The full text of the protocol is as follows:

National Cold Calling Protocol For Non-Commercial and ‘Enforcement’ Organisations

Where possible representatives will have previously notified appointments. On the occasions where this is not possible the following procedure will be observed.

• The representative will physically hand their identification card to the householder and declare their name and organisation. They will request that the householder compares their face with the photograph on the card and explain that they will not enter until the householder does so.
   

• The representative will carry a larger identification card for examination by persons with sight difficulties. This card will bear print of at least font size14 and enlarged photograph.
   

• The representative will explain the purpose of his/her visit.
   

• The representative will explain that the householder can check their identification by telephoning their organisation and that they can arrange for attendance of a third party e.g. neighbour if they wish.
   

• The representative will make it clear that they will not enter the house unless the householder is happy for them to do so.
   

• The representative will always be happy to return at a later pre-arranged date/time if the householder requests.

The organisation will provide a landline telephone number, preferably free phone, to facilitate employee bona-fide checks. This telephone number must be a direct line to a person/people and not utilise automated call management systems. Where possible this number should also be listed in the public telephone directory and other company advertising material.

Representatives will apply these requirements, where applicable, even when not ‘cold calling’. There will be occasions where it would not be appropriate to apply these requirements, for example when enforcement officers or other officials are exercising entry powers, undertaking criminal investigations, dealing with urgent health, safety or care issues.