FAQs

Membership

Membership FAQs

How do I update my membership?

Membership is automatically renewed annually unless the member gives 3 months’ notice prior to 31st December of the current year. Resignation must be received in writing to the Association Head Office.

How can we pay for our annual subscription?

You will receive an annual invoice on 1st January each year. This requires payment within 30 days via Bacs. You can spread the cost and pay by instalments over 3 or 6 months. This arrangement must be agreed before 31st January of the current year.

When will we receive our Membership Certificate?

Membership Certificates are issued upon receipt of the annual subscription fee or upon payment of the first standing order payment.

How do we update our company contact details?

Company details can be updated on the website via the members’ section.

Change of details should be submitted in writing to the secretariat.

Can we change our Company name?

Yes, this must be done in writing to the Association secretariat.

We have more than one company, can we have one account for both?

No, each company must be registered individually and will have their own listing on the website. Additional companies will incur £150.00 subsidiary fee.

Services

Services FAQs

How long will the audit take?

Target is 4 hours dependant on the size of the business and accessibility to required documentation.

What documentation will the auditor need to see?

Company manual including company standards, training/induction records, HACCP plan, CE, RoHS and WEEE certification, pest control records, dispensers, filter and parts certification.

Who needs to be available?

Staff with day to day responsibility for the business operations.

How many EDWCA people will be attending?

During an audit, only one auditor is required.

Will the auditor need to be accompanied at all times?

Yes, the auditor will need to be accompanied at all times during the audit.

Can I correct a non-conformance during the audit?

Yes, provided it is the correct action. This will still be recorded on the audit checklist.

Should business continue as normal during the audit?

Yes, the auditor will be looking to see evidence that your company procedures and standards are in place.

How often do I get an audit?

EDWCA audits are an annual mandatory requirement of membership for operators.

What happens after the audit?

Any Control Points failures will need to be addressed and corrected within 60 days of the audit. A corrective action plan should be sent to EDWCA with an indication of when the work will be completed.

Any evidence to support your corrective actions should be submitted to EDWCA.

Non-conformances should be actioned as soon as possible and will be checked at your next annual audit.

What is a Control Point?

A step at which control must be applied and is essential to reduce the risk or hazard to an acceptable level.

Failure of a Control Point is failure of the audit.

What happens if I fail?

Should you fail, your auditor will go through the points with you before leaving your site. They will advise on the course of action required and is there to help with template documents, advice and support. Remember, you will have 60 days to provide a plan of corrective action.

Will the auditor return to check all is ok?

The auditor will only re-visit to carry out another audit if your original audit fails to meet 75% pass criteria. This audit will take place within 30 days to allow time for the member to make improvements and an additional audit fee will be payable.

Can we use the EDWCA audit logo?

Yes, once you have passed your audit, you are entitled to use this logo on all sales and marketing literature. You should be proud to use it and shout about it.

Who will have access to our audit records?

Your auditor, the audit manager and yourself. These documents are kept strictly private and confidential.

What can I do if I don’t agree with the findings of the audit?

You have the right to appeal in writing to the Audit Committee.

Can I re-book my audit?

Yes, however if this appointment is cancelled within 7 days of the agreed date, a cancellation fee of £100 will be levied.

Where can I download the necessary guidelines?

Audit Standards and Guidelines can be found in the members’ section of the website along with the “Getting ready for your audit” document.

How can we book training courses?

Course can be booked by contacting the Association secretariat.

Where can we find documents on industry subjects?

All documents can be found on the EDWCA website in the Downloadable Information section. Some documents require member log-in details.

Can I download the documents I require?

Yes, all documents are available to download.

Technical

Technical FAQs

EDWCA, as a matter of “Best Practice” advise that if there are any complaints regarding Illness or Bacteria in relation to dispensers or water, you should contact your supplier or trade association for immediate advice.

All dispensers

1. Noisy dispenser

There could be a number of reasons for this:

  • The dispenser is not level?
  • The dispenser has been recently been moved?
  • Something is leaning on the dispenser, at the side or on the back?

Check all of the above and if the problem persists contact your supplier.

2. Not Heating/Not Chilling

  • Is the dispenser plugged in and switched on? (There is a switch on the back of most models for a hot and cold dispenser.)
  • If the dispenser has been used excessively, it could take some time to re-chill or re-heat the water. Leave it 20 minutes and try again.

Check all of the above and if the problem persists contact your supplier.

3. Blowing Fuses (In customer premises)

Contact your supplier.

4. Illness from Water

Contact your supplier.

5. Bacteria

  • What are the bacteria?
  • Do you have a report from a testing company? If so, contact your supplier for further assistance.
  • Is the dispenser sanitised on a regular basis? Bottled dispensers should be sanitised at least every 3 months and POU dispensers should be sanitised at least every 6 months.
  • Has the dispenser been left for an extended length of time? If so, flush the dispensers with 2 litres of water from each dispense area.

6. Limescale

Many areas in the UK suffer from hard water. Limescale will build up around the tap area and in the reservoir of the dispensers over a period of time. This can be controlled by:

  • Regular sanitation.
  • In-house maintenance on the taps in between scheduled visits from your supplier. This can be achieved with warm soapy water and a clean cloth.

7. Hot water from both taps

Contact your supplier.

POU Dispensers

1. Not dispensing

  • Is the dispenser plugged in and switched on?
  • Is the water source on?

If the answer to the above question is yes, please follow the instructions below to help reset your dispenser:

  • From the grey installation kit located on the copper piping leading to the dispenser, depress the RED reset button for 15 seconds. This should reset the water block and allow the water to dispense.

If the issue persists contact your supplier.

2. Particles

  • Is your main water source the same as usual?
  • Have your cups been exposed?
  • Check sanitization details.

3. Leaking

  • Is the drip tray empty?
  • Is the water leaking from tap area? Tighten taps.

If the problem persists, isolate the dispenser with shut off valve on installation kit (as shown above) or by turning the blue/white isolator tap a ¼ turn (as shown below) and contact your supplier.

4. Water taste

This can occur from time to time for a variety of reasons. Firstly check:

  • Is your main water source the same as usual? Workmen or the environment can impact the water source.
  • Have your cups been exposed? Check that your cups are being stored away from potential contaminants.
  • Have you had a recent sanitation visit?
  • Does the system require further flushing?

If none of the above applies please contact your supplier.

5. Can I use my own filters
Yes, if your dispenser belongs to you. If you rent your dispenser from an EDWCA supplier they will exchange your filters every 6 months.

Bottled Dispensers

1. Leaking dispenser/bottle

  • Remove the bottle from the dispenser. If water is around the spike, this means the bottle is faulty.
  • If there is no water around the spike and the dispenser is still leaking, remove excess water from the spike area with cleaning paper/kitchen roll.
  • Once you have completed this, pull 2-4 cups from the dispenser, still with the bottle removed.
  • Introduce a fresh bottle to the dispenser.

If the problem persists contact your supplier.

2. Not dispensing

  • Is water in the bottle? If no, replace with a new bottle.
  • If yes, try squeezing the bottle while pressing both taps down. There may be an air lock and this could help to clear it.
  • There may be a block in the reservoir, try lifting the bottle and replacing it back on the dispenser. This may clear it.

3. Green Bottle

  • Where are the bottles stored? Are they kept in direct light or even in day light?
  • Is it a warm room they are stored in?

If any of the above applies, please find an alternative storage area for the bottles. Bottles should be stored away from direct light, any heat source or source of contamination. All of these measures will improve the quality of the water.

4. Green Dispenser

  • Does the dispenser sit in direct sunlight or even a warm room?
  • Has this happened a few times or is this the first time?
  • Do you have a dispenser hood?

If any of the above applies, please find an alternative area for the dispenser. Dispensers should be installed away from direct light, any heat source or source of contamination. All of these measures will improve the health of your water dispenser.

5. Particles in Water

  • Do you store your cups in an area that may cause loose particles or dust to penetrate the packages? Ensure all cups are stored in a hygienic environment in sealed packaging.
  • Have you boiled the water from your bottled dispenser? If yes, this would create particles in the water. Water should not to boiled.

If none of the above applies please contact your supplier.

6. Water Taste/Smell

  • Have you tried replacing the bottle and flushing a few cups through?
  • Has the dispenser been sanitised recently? Is the bottled water in date? Check the neck of the bottle for the expiry date.
  • A 6 month shelf life is realistic for an unopened bottle of water stored in ideal conditions. However, when a bottle is put on a dispenser, shelf life is reduced as dust and dirt may get into the water from the cooler ‘spike’ or from the protective cap sticker which customers often fail to remove. The hygienic condition of the water contact surfaces inside the dispenser will also affect water quality.
  • Has the drip tray been emptied and cleaned regularly? If this is full or dirty, it could cause a smell. The exterior, including drip tray, is the customer’s responsibility.

If you have any other questions, please contact tracy@edwca.com