Private hire cab firms fear new ratings

BIRMINGHAM minicab firms will be scored according to their quality of customer service under a new scheme run by city licensing chiefs.

As well as essential areas of performance, such as quality of record keeping and staff training, operators will also be marked on whether there is a dress code for drivers, ring-back facilities, availability of child car seats, and receipts for customers.

Firms will then be given a rating of platinum, gold, silver, bronze or the basic licensed rating based on their score.

City licensing bosses said they wanted to increase the quality of the trade in Birmingham, but the proposal has been met with hostility from a majority of cab firms.

Head of licensing Chris Neville said: “This is about the carrot approach rather than the stick approach. It is about recognising good practice and good customer service.”

The introduction of ratings for cab firms follows the success of the food hygiene ratings for restaurants, takeaways and canteens.

Cab operators, including online firms like Uber, will be marked on 28 essential criteria and 19 bonus items.

Council bosses are consulting with the industry over the ratings scheme this summer and expect challenges.

Of particular concern is a five point deduction for firms whose drivers are caught plying for hire – picking up passengers who have not pre-booked by phone or mobile.

Mr Neville said that operators had complained that they should not be penalised if their drivers turn off the radio and go rogue.

But he argued: “This will favour those operators who take steps to control their drivers against those who do not.”