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SCENARIO
Woodbury Garden Centre occupies a large site on the outskirts of a small town, easily accessed via
car or public transport. It is part of a national chain of garden centres that each grow and sell a wide
selection of trees, plants and shrubs, suited to the temperate climate.
The garden centre site is made up of a small warehouse and office, 10 glasshouses (where young and
tender plants are cultivated), and public areas consisting of a large, fenced, outdoor area, smaller
covered outdoor area, a large shop and a small café. From the car park, a wide paved pathway leads
to the shop entrance; both areas are well-lit and well maintained. On entering the shop, to the right is
the café area; bifold doors opening to extend the café area (when the weather permits) and provide
outdoor tables and seating, with small pond and ornamental fountain. Customer toilets are located
adjacent to the café.
The air-conditioned shop sells a wide variety of items including garden furniture (much of which is sold
as ‘flat-packs’ for home assembly), garden tools (ranging from large items such as lawnmowers, to
spades, forks, rakes, and trowels), plant pots, seeds, garden ornaments and garden chemicals (such
as fertilisers and pesticides).
At the back of the shop is the entrance to the covered, paved outdoor area which in turn leads through
to the larger uncovered area, where wide gravelled pathways guide customers around. Displays of
plants and shrubs line each side of the pathways, some on waist-high display stands, others at ground
level. Customers can use either a basket or flatbed trolley to take their items to the checkout counters
which are located in the main shop area. Workers are on hand to assist with the handling of large or
bulky items such as large plants and bags of compost; notices are displayed throughout the shop and
outdoor public areas urging customers to request assistance where needed. The garden centre also
operates a local delivery service for heavy and bulky items.
Woodbury Garden Centre is open 7 days a week Monday – Saturday 08.00 – 20.00, and Sunday 10.00
– 16.00. The garden centre employs 200 workers, some of them are based solely in the office, shop,
or café, but many carry out a variety of roles across the site. Several of the workers are part-time. As
the garden centre has extensive glasshouse facilities and carries out horticultural work, the garden
centre provides work placements to learners from a nearby college. Working in partnership with local
health services, they also provide several rehabilitation placements for people who have suffered from
mental health problems and are having difficulties finding and retaining work.
Sickness absence rates at the garden centre are generally low and the organisation prides itself on
looking after its workers, many of whom have been employed by the organisation for over a decade.
Workers are regularly consulted for their views, surveys are conducted on a variety of topics, and there
is an effective worker suggestion scheme. There is a strong sense of community and workers feel
valued. All workers are provided with a uniform suitable for the temperate climate. This consists of
heavyweight polo-shirt, jacket, and trousers. Outdoor workers are also provided with waterproof
jackets.
Many of the workers carry out a range of manual handling tasks as part of their day-to-day work.
Common manual handling tasks frequently carried out include:
– lifting large plant pots weighing 5 – 10kg from the floor to the display stands at waist height;
– loading a wide range of products and plants into customer vehicles, and into a van for delivery to
customers.
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All workers attend a half-day manual handling training course at induction and complete online
refresher training each year.
Eight of the ten glasshouses are modern, with automated systems in place for watering via overhead
mist sprinklers and ground level irrigation. The irrigation system consists of a large rainwater-fed
storage tank, pump, timer, and system of surface pipework. Irrigation takes place for 3 hours every
day in the summer months (split between morning and evening) and for shorter periods during winter,
(as required). Workers regularly remove any leaves or other debris that enter the tank (through gaps
in the lid) to help ensure there are no blockages. Ventilation of these glasshouses is automated, and
consists of large fans, and roof and side vents. Heating is provided when required via a calorifier
(connected to the gas fired boiler) and a system of pipework across surfaces and floor areas. Paved
pathways run alongside all benches and planting areas. The temperature in these glasshouses varies,
but rarely exceeds 27°C.
The remaining two glasshouses are older and set apart from the newer buildings; although access is
good, lighting of pathways is limited, and some paving is a little uneven. These glasshouses have
venting to the sides and roof that is manually operated, and do not have any fan units. The side vents
are rarely opened as they can be difficult to access through dense areas of planting; sometimes
workers are too busy to remember to open the roof vents and temperatures quickly rise in the summer
months. Watering is completed manually using hosepipes fitted with a spray nozzle. The manager is
aware of the difficulties in maintaining a suitable temperature in these glasshouses, but with a
significant financial investment required to update to an automated system, they cannot afford to carry
out these improvements until their financial situation improves. Until this can be done, these areas are
used to grow heat-tolerant plants only, during the summer months.
Plants in all outdoor areas of the garden centre are watered regularly using hosepipes with spray
nozzles. In hot weather, watering can be needed twice a day.
The warehouse is well-organised with strong aluminium racking and clearly marked out pedestrian
walkways. A computerised stock control system is in operation that records the quantities, weights
and positioning of items held in the warehouse (items cultivated on site are not included within this
system). There are two electric forklift trucks and numerous pallet (pump) trucks. All equipment is
kept in a good state of repair. The warehouse itself is well-lit and kept clean and tidy. At the rear of
the warehouse is a small open-plan office where the manager and 6 office workers are based. Access
to the office is via external doors (there is also an additional internal doorway into the warehouse itself).
Next to the office are the worker toilets and washrooms that include two shower units. The delivery
area is found to the left of the warehouse; the van used for local deliveries is also parked in this area.
The van is compact in size with a limited internal height of 145cm, but this is sufficient to enable delivery
of any of the bulky items on sale if required. The two drivers combine their delivery duties with other
warehouse tasks. Although only one driver is usually needed for any delivery, occasionally the other
driver will also help if deliveries are particularly bulky or heavy.
One of the workers in the ‘Cultivation Team’ has been employed by the garden centre for 20 years.
They are hardworking and reliable and held in high regard by the manager. Following a back injury
sustained while playing football (which required surgery) the worker has been on sickness leave for 6
months and is due to return to work in 3 days’ time. The worker is understandably anxious about their
return. They are concerned about how they will cope with the demands of the job but are finding it
difficult to manage on a reduced income while off sick and need to get back to work as quickly as
possible. They have missed their work colleagues and are feeling very isolated, not having had any
contact with anyone for so long. The worker is concerned the organisation may ‘think less of them’
due to their extended period of sick leave. Although the manager is relieved the worker is returning
soon (as the Cultivation Team are extremely busy), they are also concerned for the worker’s health.
They have arranged a ‘return-to-work interview’ with the worker the day before they return to work and
are keen to ease their return. They have communicated potential work adjustments for discussion at
the interview consisting of a phased return to work and reduced hours (either shorter working days, or
alternate days).
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The garden centre is always busy with customers at weekends, but with unusually good weather it has
been a particularly hectic day. There has been a ‘special offer’ on compost that has resulted in workers
being inundated with requests for help with these heavy items. Although they are happy to help load
items into customers’ cars (they have a great reputation for excellent customer service) this can result
in long queues at the checkout counters, with less workers as a result being available to process
transactions. One customer has become frustrated at this delay; they are not buying any compost and
want to go past three people to the front of the queue to pay for their items quickly. They become very
vocal and start to shout loudly at other customers and the checkout workers, causing quite a
disturbance. After ten minutes, one of the rehabilitation placement workers goes across to the
customer to see if they can be of any help. The customer loses their temper and sharply pushes the
worker away, who falls to the ground, banging their leg against a nearby display unit. The customer
drops their basket and rushes out of the shop.
The rehabilitation placement worker is visibly shocked and upset. The manager, seeing what has
happened, comes across to help; the first-aider is called to assist and after assessment decides there
is no need to call for an ambulance. The worker is taken to the office area to recuperate; the police
are called, and the violent incident is reported. The worker describes their version of events, and the
closed-circuit television (CCTV) recordings of the incident are given to the police officers. Positioning
of the cameras in the shop has given an excellent view of the incident, clear CCTV images from the
car park area show the assailant leaving the premises, and their vehicle registration details. The
manager drives the worker home when they feel ready.
On their return to the office, the manager goes over the recorded details of the incident once again.
They speak to the other workers who witnessed the assault before completing an incident report. The
manager, disturbed this has happened to one of their workers, is committed to doing whatever may be
necessary to help ensure such an incident is not repeated. They revisit previous incident reports, risk
assessments and other relevant documents to identify if anything had been missed and begin to
consider what changes they can make to improve matters.
With challenging targets, several unfilled job vacancies, and strong local competition, the manager is
under a great deal of stress. To add to their considerable workload, each of the Woodbury Garden
Centre branches have been asked to complete a review of all water systems. A rival garden centre
was recently prosecuted for failing to assess and manage the risks associated with legionella bacteria;
the Woodbury Group are worried and keen to avoid anything similar happening to them. The review
is to be completed urgently.
SUPPORTING DOCUMENTS
1. Doctor’s letter
2. Floor plan of garden centre
3. L23
4. Safety data sheet Drain-buster
5. Procedure for use of Drain-buster
6. Climate charts
Task 1: Planning an approach to manual handling risk assessment
1 (a) The health and safety officer is reviewing the overall approach to manual
handling risk assessments at the garden centre.
(i) With the exception of weight, outline how other manual handling
risks arising from the loads are relevant to what is handled at the
garden centre. (15)
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(ii) Outline how relevant manual handling risks arising from the work
environment are relevant to what is handled at the garden centre. (15)
Note: You should support your answers, where applicable, using relevant
information from the scenario and relevant supporting documents.
(b) Manual handling assessment tools have been selected to assess each of
the two common manual handling tasks carried out at the garden
centre.
For EACH of the tasks below, comment on the selections made.
(20)
(30)
Common Manual Handling
Task
Manual handling
assessment tool selected
(i) Lifting large plant pots
weighing 5-10kg from the
floor to the display stands at
waist height.
Simple filter indicates a
lowrisk task with no further
risk assessment required.
(ii) Loading a wide range of
products and plants into
customer vehicles, and into a
van for delivery to customers.
Simple filter tool not
appropriate.
V-MAC with MAC.
Note: You should support your answers, where applicable, using relevant
information from the scenario and supporting documents. You are not required
to carry out the manual handling risk assessment using any of the
tools you refer to.
Task 2: Returning to work following long-term sickness absence
2 What are the positive and negative aspects of the support provided by the
organisation in relation to
(a) the long-term sickness absence of the Cultivation Team worker? (5)
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Task 3: Report on the assessment and management of legionella bacteria
3 Following concerns about legionella this branch of the Woodbury Garden
Centre chain has been asked to complete a review of THREE of the relevant
water systems and present their review findings in a report.
Complete this report using the Task 3 report template provided in the answer
sheet.
Note: You should support your answer, where applicable, using information
from the scenario and relevant supporting documents to complete the report
(45)
template.
Task 4: Reducing the risk of violent incidents
4 The assault on the rehabilitation placement worker by a customer is being
investigated internally, and actions identified to reduce the risk of anything
similar happening again.
(a) Based on information contained in the scenario only, what current areas
of good practice help to reduce the risk of violent incidents? (8)
(b) Suggest additional actions the garden centre could take to help reduce
the risk of this specific type of incident. (12)
(c) The local health service has contacted the garden centre to tell
them that the rehabilitation placement worker is traumatised by the
violent
incident and reluctant to continue with their placement.
What support could the garden centre provide to help them continue?
Task 5: Thermal Environments at the garden centre
5 (a) Workers at the garden centre carry out tasks in both moderate and
(5)
extreme thermal environments.
Describe the range of thermal environments that workers may be
exposed to and the effect EACH would have on worker thermal comfort. (20)
(b) (i) What are the possible adverse effects on safety of working in
(b) the return to work of the Cultivation Team worker?
Note: You should support your answers, where applicable, using relevant
(20)
information from the scenario and relevant supporting documents.
ID2-0001-ENG-OBE-QP-V1 Nov21 © NEBOSH 2021 page 6 of 13
these more extreme thermal environments?
(ii) What are the possible adverse effects on health of working in
(5)
these more extreme thermal environments? (5)
(c) Consider what practical control measures the garden centre could put
in place to minimise the risks to those in the Cultivation Team who spend
most of their working time in the glasshouses.
Note: You should support your answers, where applicable, using relevant
(15)
information from the scenario and supporting documents.
Task 6: Chemical health and safety considerations for unblocking drains
6 The regular watering of plants results in soil and debris running off into the surface
drains. As a result, these drains frequently get blocked. A drain unblocker
chemical called ‘Drain-buster’ is used once a week to help manage
this problem.
(a) Using the information provided in supporting documents 4 and 5,
describe
(i) the hazards (5)
(ii) the risks (5)
that are relevant to this product and its use.
(b) The garden centre manager has asked for an explanation of some of the
information in the safety data sheet (SDS) for Drain-buster (supporting
document 4). In particular, they want to understand the information in
the table at section 8.
Prepare a briefing note to
(i) explain in detail the meaning of this information. (15)
(ii) explain the relevance of the information to the use of Drain-buster
at the garden centre. (10)
(c) Suggest specific improvements that could be made to the information
provided in supporting document 5. (35)
Note: You are not required to produce a revised procedure.
(d) Drain-buster is bought in bulk quantities and stored in the warehouse prior
to use. There are typically 20 x 5 litre containers of the concentrate on a
pallet and further product is ordered once the stock levels get down
to the last 5 containers.
Following a recent delivery of a new pallet of Drain-buster, one of the
warehouse workers notices that some of the containers are damaged and
it appears the product has leaked out onto the floor of the
warehouse.
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Consider the potential risks resulting from such a spillage. (10)
Note: You should support your answers, where applicable, using information
from the scenario and relevant supporting documents.
Supporting Documents 1
To whom it may concern:

I have today 10th November 2021 assessed and can
confirm that following back surgery, this patient may be fit for work taking account of the
following advice:

 A phased return to work is required.
 To undertake amended duties: light work only, with no heavy lifting.

It is of my opinion that this will be the case for a 6-week period. I will not need to assess their
fitness for work again at the end of this period.

Your sincerely
ID2-0001-ENG-OBE-QP-V1 Nov21 © NEBOSH 2021 page 8 of 13
Supporting Documents 2
Supporting Documents 3
Manual Handling Operations Regulations 1992; Guidance on Regulations
L23 (Fourth edition); Published 2016:
https://www.hse.gov.uk/pubns/books/l23.htm
Free download:
https://www.hse.gov.uk/pubns/priced/l23.pdf
ID2-0001-ENG-OBE-QP-V1 Nov21 © NEBOSH 2021 page 9 of 13
Supporting Documents 4
1. Identification of substance
Name of substance: Drain-buster
Product Identification: Sodium hydroxide solution
Relevant identified uses Strong alkali solution, dissolves grease and slime. Used to unblock
wastewater drains
2. Hazard Identification
Classification under GHS: May be corrosive to metals H290
Causes severe skin burns and eye damage H314
Hazard pictogram:
Precautionary
statements:
P280 – Wear protective gloves/protective clothing/eye protection/face
protection
P264 – Wash contaminated skin thoroughly after handling
P305, P351, P338 – IF IN EYES: Rinse cautiously with water for several
minutes, remove contact lenses if present and easy to do. Continue rinsing
P315 – Get immediate medical advice/attention
P301, P330, P331 – IF SWALLOWED: Rinse mouth, do NOT induce vomiting
P303, P361, P353 – IF ON SKIN (or hair): Immediately remove/take off all
contaminated clothing, rinse skin (or hair) with water/shower
P304, P340 – IF INHALED: Remove victim to fresh air and keep at rest in a
position comfortable for breathing
P260 – Do not breathe dust/fumes/gas/mist/vapour/spray
P390 – Absorb spillage to prevent material damage
P405 – Store locked up
Other hazards: This product is NOT identified as a persistent, bio-accumulative and toxic
substance (PBT)
3. Composition/information on ingredients
30-50% Sodium hydroxide solution
4. First-aid measures
Inhalation: Move to fresh air immediately. If breathing is difficult, give oxygen. Transfer
to hospital as soon as possible
Contact with skin:
Immediately remove all contaminated clothing if possible and wash skin
immediately with plenty of water, rinsing skin with running water for at least 15
minutes. Consult a doctor. Wash clothing before re-use
Contact with eyes: Remove contact lenses if present. Rinse eyes with running water for 15
minutes. Seek immediate medical attention
ID2-0001-ENG-OBE-QP-V1 Nov21 © NEBOSH 2021 page 10 of 13
Ingestion: Wash out mouth with water. Give water to drink. Do not induce vomiting (risk
of perforation). Transfer to hospital as soon as possible
Most important
symptoms/effects, acute
and delayed:
Blistering of skin, severe corrosive skin damage; permanent eye damage,
blindness, corneal burns; corrosive burns to lips, vomiting of blood.
Symptoms may include burning pain, stinging, redness, swelling, shortness
of breath, coughing. Effects can be immediate but can also be delayed
Indication of immediate
medical attention and
special treatment needed:
Eye-bathing equipment to be available. Immediate effects can be expected
after exposure; however, some symptoms may be delayed
General information: Ensure first aid and medical workers take precautions to protect themselves
5. Firefighting measures
Extinguishing media: Extinguishing agent suitable for the type of surrounding fire should be used
Hazards arising in fire:
Product is not combustible but may decompose on heating releasing fumes.
Contact with some metals may release hydrogen gas
Firefighting instructions:
Cool unopened containers using water spray. Firefighters to wear self-contained
breathing apparatus and appropriate protective clothing
6. Accidental release measures
Personal precautions:
Must wear protective clothing. Mark out the affected area with appropriate
signage. Turn any leaking containers (leak side-up) so the liquid can no longer
escape. Keep unauthorised workers away from the area
Environmental
precautions:
Contain the spill with appropriate bunding. Avoid liquid entering drains or water
courses
Cleaning methods:
Absorb onto sand, or dry earth. Transfer into a closable salvage container,
suitably labelled, for appropriate disposal. Wash the site of the spillage with
plenty of water
7. Handling and storage
Safe handling: Ensure there is adequate ventilation. Avoid direct contact; avoid the
production of any mist or spray
Safe storage:
Keep in original packaging with containers tightly closed. Avoid contact with
incompatible materials
8. Exposure controls / Personal protection
Hazardous ingredients: Sodium Hydroxide
Workplace Exposure Limits:
LTEL
(8-hour
TWA)
STEL
(15 min reference
period)
– 2mg/m3
Engineering measures: Ensure adequate ventilation
Respiratory protection: Avoid breathing mist or spray
Hand protection: Gloves (impermeable)
Eye protection: Safety goggles, face-shield, (ensure eye wash facilities are available)
ID2-0001-ENG-OBE-QP-V1 Nov21 © NEBOSH 2021 page 11 of 13
Skin protection: Protective clothing (impermeable)
9. Physical and chemical properties
State: Liquid
Colour: Colourless
Odour: Odourless
Solubility: Highly soluble in water; also soluble in Methanol and Ethanol
pH: Highly alkaline
Boiling Point: 142°C
10. Stability and reactivity
Reactivity: Stable under the transport and storage conditions detailed
Chemical stability: Stable under normal conditions
Incompatible materials: Avoid strong acids, aluminium, zinc, leather
Hazardous
decomposition products: Toxic fumes given out when this substance burns
11. Toxicological information
Symptoms/Routes of
exposure:
Skin contact – blistering, severe corrosive skin damage
Eye contact – permanent eye damage, blindness, corneal burns
Ingestion – corrosive burns to lips, vomiting of blood
Inhalation – shortness of breath, burning sensation, coughing
12. Ecological information
Persistence and
degradability: Biodegradable. Dilution and neutralisation occur quickly
Bio-accumulative
potential:
No potential to bio-accumulate
Mobility in soil: Will readily absorb into soil
PBT identification: This product has not been identified as either a PBT or vPvB substance
Other adverse effects: Harmful to aquatic organisms in very large quantities
13. Disposal considerations
Disposal operations: Can neutralise prior to disposal with a WEAK acid solution. Product can be
discharged to a foul water drain along with copious amounts of water
Packaging disposal: Wash with water and dry. Dispose of as normal industrial waste
Please note: All disposal to be conducted in accordance with any
regional and national regulations in place
14. Transport information
Shipping name: Sodium Hydroxide solution
Transport hazard class: 8
Packing group: II
ID2-0001-ENG-OBE-QP-V1 Nov21 © NEBOSH 2021 page 12 of 13
Environmentally
hazardous: No
Supporting Documents 5
Procedure: Use of Drain-buster for the cleaning of surface drains
Ref: 006
Version: 2
Date: August 2020 Review due: 12 months
Training required for this procedure:
Read this procedure
Must have read the material safety data sheet for Drain-buster
PPE required: (tick as required)


Any other PPE or safety equipment information:
Not applicable
Permit-to-work required: YES / NO No
Procedure:
1. Collect 1 x 5 litre container of Drain-buster from warehouse.
2. Put on PPE required.
3. Set up hose pipe close to where drains require cleaning.
4. Check there are no customers in the area where work is to be done.
5. Pour 5 litres of Drain-buster down drain.
6. Use hose pipe with jet nozzle to spray a small amount of water down drain so the product just enters the drain.
7. Leave for at least 2 hours.
8. Use hose pipe with jet nozzle to spray water down drain for at least 15 minutes.
9. Tidy away hose and dispose of Drain-buster container in skip.
10. Repeat above for all surface drains.
Procedure Prepared by:
D. Bullen
Signed:
Dan Bullen
ID2-0001-ENG-OBE-QP-V1 Nov21 © NEBOSH 2021 page 13 of 13
Supporting Documents 6
Woodbury Garden Centre is situated in a country with a temperate climate; cool, wet winters and warm, wet
summers. Average rainfall, maximum and minimum daytime temperatures, and daylight hours are shown in the
charts below:

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CITATION