Shifts & Multipliers


KHL charge a ‘multiplier’ claiming that their AIW staff work shifts and that outside of their hours, overtime is paid. To date we have been provided contradictory accounts of these shifts by KHL and suspect that the multiplier (enhancements) are NOT all applicable i.e. not all paid to AIW staff. These ‘multipliers’ can be found in a document produced by KHL – click here.

The accounts to date are:


On 27/10/2015, we met KHL staff. We learned that the AIW’s worked shifts, that  they are treated more like staff, so they work on a staff based contract, three shift rotas:

  1. an early morning into the afternoon,
  2. a later morning that goes into the evening and
  3. then an evening shift that goes into the night

Based upon the above, AIW’s work from early morning to late at night.  KHL reinforced their statement by adding:

there’s a cut-off point where there is a period of about six or seven hours where it is all based on standby rotas

Therefore, a shift pattern exists with rota cover and it appears that for this to be 6 or 7 hours, based on the above shift pattern (‘a’ to ‘c’), AIW’s likely work until about 11pm and start again at 6am (7 hour gap).  Or, to put KHL’s statement another way, of the 24 hour day, over 20 hours are covered by AIW shifts.

As AIW staff worked from 6am to 11pm, it appeared reasonable to conclude that outside of those hours, staff would be paid a multiplier either

  1. they would work beyond their 9 hour day or
  2. they would be called in to work on a rest day or
  3. their scheduled day fell on a Bank Holiday


On 10/11/2015, we emailed KHL and asked a question:

Q (CMA):         AIW duties

We note an AIW ‘also carries out other duties regarding incidents on the road’. Please:

  • Advise the other duties undertaken, what functions they perform, and the work they undertake when not attending damage to roadside property matters.
  • Approximately, how much of their time is associated with attending the incidents (1153) per week?


“Our AIW’s are on the roads 24 hours a day, 365 days of the year.  Roughly 60% of the AIW’s time is spent dealing with unplanned repairs/attendances and 40% carrying out routine maintenance.”

On the basis the AIW’s are on the road 24/7 we reasonably believe that the out of hours attendances form part of their contract and in turn they receive no multiplier (or not that stated).


On 27/02/2016, we were informed by KHL (the same person who advised of ‘Shift Hours 1’ – above):

‘we have three shifts a day’ and their ‘scheduled core hours are 8am to 5pm’.

18/01/2016 we emailed KHL (11:23):

Could we be provided a copy of the standard contract, or at the very least the portion that relates to the rates an AIEW is being paid for other than on a ‘day’ shift. We have been seeking this information for a while and I refer you to an email of 10/11/2015.

The information was not forthcoming.


In March 2016, we spoke with a person with we understand is an AIW for KHL.

They referred to receiving very little overtime and stated that they worked a 12 hour shift.

We have repeatedly asked KHL for contact details of an AIW, these have never been forthcoming.  KHL has on at least one occasion advised that a statement would be obtained by an AIW in respect of a claim. No statements have ever been forthcoming.


On 04/04/2016 KHL emailed (16:54):

“In relation to the AIW I have confirmed to you multiple times as has (redacted) that our teams work day time shift patterns which there are 3 of staggered by an hour and no longer work the 12-hour shifts that the ISU used to do. So I can only assume the AIW you quote works for another company as we rota all AIWs to a 45-hr week the same as a staff member and they work Monday to Friday – I cannot however talk for all other companies as they all have their own specific ways of working”

The above shift pattern contradicts those previously described. By reference to this latest explanation, AIW’s, working a 9 hour shift, staggered by an hour, provide cover for 11 hours yet 20 hours+ is explained above (27/10/2015).


We subsequently managed to speak with an AIW, or so we thought.  This person was recorded as an AIW on KHL’s correspondence but explained they were not!  Whilst the person had been charged as an AIW, they were a KHL employee (who we see charged at less than half the AIW rate) who likely happened to be in the yard when an AIW was called out and wanted someone to accompany them.  This at-hand person was however charged out at the an AIW £70/hour rate.  The gentleman explained that he  thought an AIW – one week may do earlies, which is the five o’clock shift, but next week he may do lates, which could be the night shift, or the late shift which is 11 ‘til half eight, and then the night shift which is nights; eight at night ‘til half past five in the morning. However, he was uncertain.

However, we have since managed to speak to an AIW who has stated, with regard to their shifts and ‘from the horse’s mouth’ these are:

  • 05:00hrs to 14:30hrs      9.5 hours
  • 11:00hrs to 20:30hrs      9.5 hours
  • 20:00hrs to 05:30hrs     9.5 hours

that is to say, there is 24/7 cover, at least for week days.

If AIW staff are working 24/7, as part of their contract, paid a wage for doing so:

  • why are KHL charging drivers, fleets and insurers more for incidents that occur outside what KHL refer to as ‘core hours’ i.e. 8am to 5pm or 7am to 6pm – subject to which account is correct?
  • why are Highways England, who receive and address invoices over £10,000, not charged the multipliers?
  • why do Highways England believe the process is appropriate, they are aware of it, they have been provided a copy of KHL ‘Insurer Guide’: Click Here to view a copy.

The guide states, at page 10:

Our operations are provided 24 hours a day, 7 days a week, 365 days a year and involve different bands of charges. By way of example, the table opposite sets out the bands that we use for our AIWs on the Highways England contracts, together with an explanation of the multiplying factors that would be applicable. Similar arrangements are applied on other contracts, and details will be provided of these, as appropriate.  Clearly, the timing of an incident will incur these charges, as appropriate.

But when are the multipliers appropriate, if at all? KHL have been specific about AIW’s:

  • they’re working Monday to Friday, 08:00 to 17:00, 8am to 5pm.
  • outside of that, then we would pay them more money, yes.

But according to an AIW, their hours are very different.


Whilst Kier would have us believe their AIW’s work 8am to 5pm, Monday to Friday, on 30/01/2017 at Baisingstoke Count Court Ms Granville, Kier’s claims manager stated to the Judge when asked why Kier no longer use ISO’s (Incident Support Operatives): 

“Because it was part of an efficiency drive with Highways England and it was, I think it goes back, like I said, between two and three years ago there were discussions about how we can make the overall service more effective and also make sure that it’s targeting the safety elements of it for the road users, which is where the inspection element came about because they, these individuals are on the network every single day and know their routes inside out, but obviously we still need responders for accidents so we just added that on to a duty, because it’s unrealistic to have somebody on 24 hour shift patterns just waiting for accidents to happen.” (362)

It appears AIW’s work ‘every single day’ i.e. weekends. 


Following an incident on 29/07/2016 giving rise to a claim for about £14,000 (U04B286) we wrote to Highways England

We note from the IMF that 2 AIW’s attended, Mr ******** and Mr *******.  Please confirm The shift that they were working on the day in question

In May 2017, the response received was:

Nights 20.00 – 05.30

See ‘Shift Hours 6′ above’ – just who are we / you to believe? It appears AIW’s work shifts, that these are 9.5 hours and that they are not on duty during ‘core hours’ only i.e. but from 8am to 5pm Monday to Friday … so why would we be advised to the contrary and why are Kier Highways Ltd charging Third Parties an uplift, a ‘multiplier’?

With regard to the ‘Insurers Guide’, the multiplier for Friday to Monday 1700 – 0800 we understand to be incorrect at 2.5x; that the rate charged for a weekend should be 2x.

The multipliers see a £70 / hour charge increase to £105 / hour for work outside ‘core hours’, £140 / hour of a weekend and £175 / hour of a Public holiday.  Yet it appears KHL do not incur any additional charge … nor that the staff are paid these funds. additionally, that HE are provided the staff at less than £30 / hour.

We have waited in excess of 5 months for the information relating to the contract / shifts / multipliers. We were advised it would be provided. It appears it is not to be supplied but is required to substantiate claims. What else are we to conclude other than that our concerns are well-founded; that the ‘multiplier’ system represents a further means by which KHL exaggerate an invoice?

If the multipliers are not paid to staff we question how the actions of the contractor are, other than a knowingly, making a false representation intending, by making the representation, to gain for themselves or KHL, or to cause loss to a driver, fleet or insurer or to expose them to a risk of loss.

  • Are the representations made by your KHL about ‘multipliers’ true i.e. are staff paid these?
  • Which representations are true – surely they cannot all be!