Loading and Unloading Site Instructions for Haulage Offices

Site instructions are often created after something has already gone wrong: a driver cannot find the gate, a customer refuses a delivery, a fork-lift is not available, or a low bridge blocks the approach. A better office routine captures useful site information before the next job.

HSE workplace transport guidance covers loading, unloading and site safety risks. DVSA load-security guidance also makes clear that safe loading is not just a driver's afterthought. This article focuses on what a haulage office should record and reuse. It is general information, not legal advice.

Why site notes matter

Drivers need clear, current information. A postcode may get them near the site, but it does not tell them which gate to use, whether there is a booking reference, whether PPE is required, whether the customer loads the vehicle, or what to do if the site is closed.

Good site notes reduce:

avoidable calls to the office
wrong entrances and unsafe manoeuvres
missed delivery windows
disputes about waiting time
load-security confusion
failed POD or missing delivery evidence

They also help new, agency and occasional drivers who do not know the customer.

What to record for each site

Keep the record practical. The aim is not to write a manual; it is to give the driver the information they need at the right moment.

Useful fields include:

correct trading name and address
safe entrance or gate instructions
loading bay or yard directions
booking reference process
opening hours and cut-off times where known
PPE or induction requirements where the customer specifies them
loading equipment or tail-lift expectations
contact point for the site
known height, weight, width or access restrictions
POD or signature instructions
what to do if refused, delayed or damaged

Avoid storing unnecessary personal data. If a named contact is needed, keep it accurate and proportionate.

Make instructions visible at dispatch

Site information is only useful if it appears when the job is planned and when the driver receives the work. If the note lives in one planner's memory, it is not a system.

The office should make site instructions visible when:

quoting or accepting the work
planning the route
assigning driver, vehicle and trailer
briefing the driver
recording arrival, delivery and POD
reviewing delays or exceptions

For multi-stop jobs, attach instructions to the stop, not only the overall job. The third delivery may have different access restrictions from the first.

Keep site notes current

Old site notes can be dangerous. A gate may change, a road may close, a booking process may move online, or a customer may introduce new safety rules. Drivers should be able to flag "site instruction wrong" as an exception.

The office should review notes after:

a failed delivery
a driver delay
a bridge, access or reversing concern
a customer complaint
a change in customer contact
a new site opening or move

Do not allow duplicate customer locations with slightly different instructions. That is how bad information survives.

Link exceptions to the job

When something happens at a site, record it against the job: delay, refused load, no staff on site, damaged goods, unsafe access, missing equipment, or customer instruction that differs from the plan.

Photos may help where safe and appropriate, but the written note should explain the event. A picture without job context is hard to use later.

Separate site safety from customer service notes

A good location record often needs two kinds of information. Customer service notes help the office complete the job: booking reference, contact point, delivery paperwork, POD requirements and expected waiting time. Site safety notes help the driver avoid mistakes: entrance, restricted turning area, reversing rule, PPE, weighbridge process, loading bay, height restriction or no-parking instruction.

Keep both visible, but do not mix them into one long paragraph that drivers will ignore. The driver-facing note should be short, practical and current. Office-only commercial notes can sit elsewhere.

Use repeated delays as data

If the same site repeatedly causes missed windows, long waiting time or failed deliveries, it is not a one-off problem. Review the job history and decide whether the office needs a different booking time, clearer customer instruction, adjusted price, different vehicle type or escalation process.

This is where digital job records help. A planner can compare actual events instead of relying on memory. The aim is not to blame the site; it is to stop the same avoidable delay being rediscovered every week.

Frequently asked questions

Should site instructions be shown to drivers in full?

Show what the driver needs, when they need it. Long internal notes can be confusing. Keep operational instructions clear and separate from office-only information.

Who owns customer site data?

The office should nominate an owner for customer and location records. Drivers can report issues, but someone in the office should review and update the master record.

Are loading site instructions a legal document?

Usually they are an operational record. However, they can support safer planning, help explain delays and show how the business manages repeat site risks.

Final takeaway

Good loading and unloading instructions are not admin decoration. They help drivers find the right entrance, follow the right process, and report exceptions clearly. Keep them current, attach them to the job or stop, and use every exception to improve the next visit.

Loading and unloading site instructions: what haulage offices should record