How Covid led to better import processes at Happy Hot Tubs

We wanted to share this new case study because it’s a great story that shows how positive results can come out the darkest times.
Our client Happy Hot Tubs are one of Britain’s biggest hot tub dealers, their success has been built over three decades importing high end hot tubs from the US. Responsibility for import procedures belongs to Vicky Tudor, the company’s Office and Projects Manager and the story starts when Covid hit the UK in 2021.

The problem
The Covid pandemic created a problem for Happy Hots Tubs (HHT) that many other businesses would have been delighted to share. Lockdown meant people were stuck at home and HHT’s order book quickly filled to bursting.
Many readers will remember the problems of obtaining product from abroad during COVID, pressures that brought home to Vicky the importance of smooth, efficient import processes, and a recognition that HHT’s procedures needed looking at.
Just at this point HMRC asked some difficult questions about commodity codes used on import documentation for the company’s growing range of accessories and parts. As most import professionals know, commodity codes can be a grey area so Vicky decided HHT needed to bring in an expert and contacted Tracey Renshaw at Import Export Support.
The solution
Discussions between Vicky and Tracey showed that it was time to relook at HHT’s import procedures from the ground up. A root and branch review was carried out to map the company’s activities, processes and responsibilities. Then Vicky and Tracey developed a new series of step by step procedures, designed to give Vicky and her team complete control over the import system.
Alongside this work, detailed discussions started with HMRC over commodity code allocation and applications went in for Advance Tariff Rulings (ATFs) on the most important codes.
The results
HHT now has detailed written plans for the entire import process which outline who, why, what and when for each step. Vicky says: “We now have full written documented processes, systems for allocating commodity codes and a much better understanding of HMRC’s requirements”
Along with this, HMRC approval on ATFs gives Vicky confidence when applying commodity codes, and continuity across all the Clearing Agencies handling their imports. Systematic checks on all Clearing Agency declarations mean issues can be raised immediately, avoiding financial surprises further down the line and improving cost-control.
The new import procedure also includes processes to apply for Preferential Duty (PD) on goods from countries with UK trade agreements, potentially saving considerable sums every year.
Vicky sums up by saying: “Now we have the confidence we’re operating correctly and, when HMRC come back to us to check shipments, we’re in a much more positive place. Thankfully we found Tracey. I don’t think we could have gone through the process with HMRC without her.”