Whirlpool: Product Safety System

Debate between Margot James and Alberto Costa

Wednesday 26th April 2017 Westminster Hall

[Margot James]

I agree with the hon. Lady; that is not practical advice.

Whirlpool has, however, been taking action to address the concerns that we have debated this afternoon. The hon. Member for Swansea East (Carolyn Harris) is the only one among us, apart from myself, who has met Whirlpool. What Whirlpool said to her is largely right, in terms of what it has lived up to following the proposals that its representatives made when they met her some time ago.

Whirlpool has increased its engineer workforce by 50%, allowing it to resolve approximately 100,000 cases per month. It has now exceeded the number of cases that it anticipated resolving when it met the hon. Lady. It has modified more than 1.5 million machines—almost 90% of the total number registered with the company—but, of course, that leaves 10% unresolved, to say nothing of all the other machines out there that nobody knows of. Whirlpool now employs the UK’s largest technician workforce, at 1,700-strong, which is almost three times the size of the next largest one in the country.

In response to demands for a full recall, I understand the attraction of that proposition, but the key must be to take whatever action is most likely to achieve the outcome we are all aiming for, which is to ensure that consumers are protected from unsafe products. That may be statutory recall in some instances, but other forms of corrective action, including making modifications to products in a consumer’s home, may be more proportionate, appropriate and effective in other cases. It is often better and more effective to encourage a company to accept its responsibilities and take action proactively.

[Alberto Costa]

I appreciate that time is short, but on that point, will the Minister give way?

[Margot James]

I will give way to my hon. Friend, who has reappeared.

[Alberto Costa]

I had important constituency business to attend to. The Minister is correct in saying that modifications at home might be the correct course of action. Indeed, I witnessed a modification to my tumble dryer. However, the issue I have is that Whirlpool is not disclosing to Which? or to any of us the independent expert analysis stating that such modification makes the tumble dryer safe.

[Margot James]

I am sorry that my hon. Friend has not had satisfaction from Whirlpool on that. Whirlpool wrote to me on 4 November outlining its engineer training programme and auditing programme of the machines that it has modified. I am happy to share that correspondence with him and other hon. Members.

We hear from industry and other experts that recall programmes typically have a success rate of resolving between 10% and 20% of affected products. In this case, Whirlpool’s resolution rate is over 40%, which is well above the industry norm. We can therefore posit that the action taken by Whirlpool in co-ordination with Peterborough trading standards has achieved more in terms of resolving cases than recalls typically achieve, meaning a greater number of consumers have been protected from potential harm.

Faulty Tumble Dryers (Fire Risk)

Debate between Margot James and Alberto Costa

Tuesday 13th September 2016 Commons Chamber

[Margot James]

I thank my hon. Friend for that very helpful intervention. I did speak to the Hertfordshire trading standards authority about another firm’s tumble dryer in August. It pointed out that total product recalls are never total, and my hon. Friend quoted the statistic. One can be lulled into a false sense of security by a total product recall, which is in fact, using the statistics my hon. Friend quoted, getting back only one in four goods—just a quarter. It is not easy to reach enough of the population who may have purchased one of these machines.

I am going to come on to the work that is being done following the Lynn Faulds Wood report, which was mentioned very helpfully by the hon. Member for Makerfield (Yvonne Fovargue). In response to the question from the hon. Member for Hammersmith, the steering group has met twice. It is industry-led, but it also has representation from the Chief Fire Officers Association. The group works closely with officials from my Department who provide a secretariat function. It is primarily focusing on three work strands: establishing a centre of excellence, or official website, for business and the public, very much along the lines that the hon. Member for Makerfield called for; considering how to ensure that we have more reliable, detailed guidance on product recalls, which would, I hope, improve the rate of recall from its current one in four success rate; and establishing a mapping process whereby all organisations involved in product recalls can have access to better data and information sharing.

There will be regular updates on the work of the group, including progress on the new website. Hon. Members will be able to see that information posted on gov.uk very shortly. As a result of this debate and what I have read in the press prior to coming here this evening, I have asked my officials to arrange for me to meet the chair of the steering group and the member from the Chief Fire Officers Association. Although they have set themselves a timeline of reporting within two years, I will be asking them at least to produce an interim report, in a much shorter timeframe, with measures that the Government can then consider implementing without further delay.

I will say a little word about Peterborough Council’s trading standards. I accept that there can be an issue, in that we have very good, well-qualified expert people working for a relatively small organisation in Peterborough dealing with a large multinational company. However, trading standards in this country is respected around the world, so I would not want to dismiss its expertise for one minute. It has been the lead regulator for Whirlpool and has agreed the full risk assessment carried out by the company.

[Alberto Costa]

I would not wish to cast any aspersions on trading standards. I am sure that the Minister is as familiar as I am with washing one’s clothes and placing them in a tumble dryer. Is it safe to put clothes in a tumble dryer only if one is present while they are drying, as we have been told? If she agrees that it is not practicable with today’s lifestyles to stand looking at one’s tumble dryer, then surely she will agree that the product is not safe and that she should therefore communicate again with trading standards on a more appropriate response to this matter.

[Margot James]

I have been in contact with trading standards, and to date I have been satisfied with its approach. The advice and guidance through the process of modification that Whirlpool is implementing whereby one has to attend the tumble dryer while it is carrying out its operation is certainly inconvenient—I would be the first to admit that. If one has dual meters so that machines can be put on overnight, that does not help with energy conservation. However, I am not yet persuaded that the product is necessarily unsafe, because the very few fires overall in terms of the 5 million machines that have been sold have mostly been contained within the machine. On being present, bearing in mind what trading standards believes to be a very low risk, I think that the advice is reasonable given that a total product recall is unlikely to get back more than one in four machines.

--- Later in debate ---

[Margot James]

I thank the hon. Gentleman for clarifying one of those points. I will most certainly raise what he has said with the chairman of the steering group and the fire officer when I meet them.

I want to share with the House the key points made to me by the chief executive of Whirlpool. Following its acquisition of Indesit in 2014, its global safety experts worked to review the product portfolio, proactively engaged with trading standards, shared with it all relevant information available and sought its determination on what action to take. Trading standards subsequently determined that corrective action was required and that a modification programme was necessary to resolve the issue. Since then, Whirlpool has been in continual dialogue with the trading standards authority. Alongside a wides- pread safety alert and information campaign, including adverts in the national press, it rapidly engaged with customers and set up a dedicated phone line and websites and an online model-checker for consumers to instantly find out whether they had an affected appliance. It is continuing its efforts to identity all owners of the affected models and to contact them directly by all of the usual means. In addition to direct consumer outreach, it has continued to work with retail and trade partners to identify the machines involved and to communicate with owners.

[Alberto Costa]

But it ignores MPs.

[Margot James]

In reading this out, I am acutely conscious that my hon. Friend has not received a reply to his letter. Whirlpool engineers are visiting more than 4,000 homes a day across the UK and, as of today, it has resolved more than 805,000 customer cases. I am assured by Peterborough trading standards that that is true and, although the mood in the Chamber tonight is hostile to Whirlpool, that is quite a creditable performance and not to be lightly dismissed. It is continually looking into additional ways to improve the efficiency of the programme, and I am sure that tonight’s debate will have illuminated a few of those additional ways. It is increasing the number of engineers all the time—it has increased its team of engineers by more than 45%.

It is true to say that Whirlpool, for all its faults in communicating with my hon. Friend, is making a concerted effort to deal with the safety of these appliances. I accept from everything that has been said in this debate that we need rapidly to get on top of the issue. I will, as I have promised the hon. Member for Hammersmith, meet the relevant people, talk specifically to representatives of Peterborough trading standards, and convey to them the mood of the House and the concerns of hon. Members. Although statistically the risk of the 5 million machines that have been sold may be very low, people have been killed by them. As the Minister with responsibility for consumer rights, that is obviously something that I will take extremely seriously. In conclusion, I thank the hon. Gentleman again for this timely debate.

Question put and agreed to.