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GREAT TORRINGTON PANNIER MARKET 
MARKET MANAGEMENT POLICY

Version: 1.0
Policy Owner: North Devon Handmade Collective
Approved By: North Devon Handmade Collective
Approval Date: 01/08/2026
Review Date: 12 months from approval date

Market Operator: North Devon Handmade Collective

Market Manager: The Market Manager appointed by the Market Operator.

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1. POLICY STATEMENT

 

Great Torrington Pannier Market is a historic community asset that serves as a marketplace, community hub, cultural venue and visitor destination. The Market is committed to providing a safe, inclusive, welcoming and sustainable environment that supports local enterprise, community engagement, heritage preservation and economic development.

 

This policy establishes the principles, responsibilities and operational arrangements for the management of Great Torrington Pannier Market and all regular market activities conducted within the premises.

 

2. PURPOSE

 

The purpose of this policy is to:

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  • Ensure the effective management and operation of the Market.

  • Support local businesses, producers, makers and artisans.

  • Protect and enhance the historic significance of the Pannier Market.

  • Promote fair and transparent trading practices.

  • Provide a safe environment for traders, customers, volunteers and visitors.

  • Support community participation and social inclusion.

  • Ensure compliance with legal and regulatory requirements.

  • Maintain the reputation and long-term sustainability of the Market.

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3. SCOPE

 

This policy applies to:

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  • Permanent traders.

  • Casual traders.

  • Market staff.

  • Volunteers.

  • Contractors.

  • Community groups participating in market activities.

  • Any individual or organisation authorised to trade within the Market.

 

This policy applies to all regular market operations.

 

Separate Event Management Policies and Venue Hire Procedures shall apply to events, exhibitions, performances and activities outside normal market operations.

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4. COMMUNITY AND HERITAGE OBJECTIVES

 

Great Torrington Pannier Market exists to:

 

Economic Objectives

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  • Support local businesses and entrepreneurs.

  • Encourage local spending and economic growth.

  • Provide affordable trading opportunities.

  • Promote locally produced goods and services.

 

Community Objectives

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  • Provide a welcoming space for residents and visitors.

  • Support community groups and charitable activities.

  • Encourage social interaction and community wellbeing.

  • Promote accessibility and inclusion.

 

Heritage Objectives

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  • Preserve and protect the historic character of the Pannier Market.

  • Respect the heritage significance of the building.

  • Promote understanding and appreciation of local history.

  • Ensure market activities are compatible with the preservation of the building.

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5. GOVERNANCE AND MANAGEMENT

 

5.1 Market Operator

 

The Market Operator and Licence Holder for Great Torrington Pannier Market is the North Devon Handmade Collective.

 

The Market Operator has overall responsibility for:

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  • Strategic direction and development of the Market.

  • Financial oversight.

  • Compliance with licence conditions.

  • Legal and regulatory compliance.

  • Policy approval and review.

  • Protection of the Market's reputation.

  • Preservation of the historic building.

  • Ensuring the Market operates in accordance with its community and heritage objectives.

 

5.2 Market Manager

 

The day-to-day operation of the Market shall be undertaken by the Market Manager.

 

The Market Manager is delegated authority by the Market Operator to manage all operational aspects of the Market within the framework of this Policy and associated procedures.

 

The Market Manager shall be responsible for:

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  • Trader recruitment and management.

  • Stall allocation.

  • Market operations.

  • Health and safety management.

  • Contractor management.

  • Volunteer coordination.

  • Building operational oversight.

  • Customer service.

  • Market promotion.

  • Complaint handling.

  • Policy implementation.

 

The Market Manager may make operational decisions without prior approval from the Market Operator provided such decisions are:

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  • Consistent with this Policy.

  • Within approved budgets.

  • Lawful and reasonable.

  • In the best interests of the Market.

 

5.3 Delegated Authority

 

The Market Manager shall have authority to:

  • Approve trader applications.

  • Allocate and relocate stalls.

  • Issue warnings.

  • Suspend traders where necessary for safety or operational reasons.

  • Refuse trading applications.

  • Authorise routine expenditure within approved budgets.

  • Manage operational emergencies.

 

The Market Operator retains authority over:

  • Strategic decisions.

  • Major financial commitments.

  • Policy changes.

  • Long-term contractual arrangements.

  • Major disciplinary matters.

  • Building alterations.

 

5.4 Temporary Appointment and Absence

 

Where the Market Manager is absent, unavailable or unable to fulfil their duties, the Market Operator may appoint an authorised representative to undertake the responsibilities of the Market Manager on a temporary basis.

 

Any temporary appointment shall operate within the provisions of this Policy and any delegated authority determined by the Market Operator.

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6. CONFLICT OF INTEREST

 

The North Devon Handmade Collective is committed to ensuring that all decisions relating to the management and operation of Great Torrington Pannier Market are made fairly, transparently and in the best interests of the Market.

 

A conflict of interest may arise where an individual’s personal, financial, business or family interests could influence, or be perceived to influence, their decision-making or actions in relation to the Market.

 

The Market Operator, Market Manager, employees, volunteers and any person acting on behalf of the Market shall:

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  • Act honestly and in the best interests of the Market.

  • Avoid situations where personal interests conflict with the interests of the Market.

  • Declare any actual, potential or perceived conflict of interest as soon as it becomes known.

  • Not participate in decisions where a conflict of interest exists unless expressly authorised by the Market Operator.

 

Examples of conflicts of interest may include:

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  • A trader application submitted by a family member, partner or close associate.

  • A decision involving a business in which the decision-maker has a financial interest.

  • The award of contracts, services or supplies to connected persons or organisations.

  • Decisions that may provide a personal financial benefit to the decision-maker.

 

Where a conflict of interest is identified, the Market Operator shall determine appropriate measures to manage the conflict, which may include:

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  • Recording the conflict.

  • Restricting involvement in discussions.

  • Excluding the individual from decision-making.

  • Seeking an independent review of the matter.

 

All declared conflicts and actions taken to manage them shall be recorded and retained by the Market Operator.

 

Where a member of the North Devon Handmade Collective is also a trader or applicant, decisions relating to that trader shall be made independently by the Market Manager and documented accordingly.

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7. MARKET OPERATING PRINCIPLES

 

The Market shall operate according to the following principles:

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  • Fairness.

  • Transparency.

  • Community benefit.

  • Sustainability.

  • Accessibility.

  • Safety.

  • Professionalism.

  • Respect for heritage.

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8. TRADER APPLICATIONS

 

Applications shall be assessed using a weighted scoring framework to ensure fairness, transparency and consistency.

 

Criteria                                                                               Weighting

Product Quality and Presentation                                                  25%

Market Need and Diversity of Offer                                              25%

Locality (Great Torrington, Torridge or Devon Based)                         20%

Sustainability and Environmental Responsibility                                 15%

Community Benefit and Social Value                                              15%

 

Applications shall normally be scored out of 100.

 

The trader scoring framework is intended to support fair and transparent decision-making but does not create an entitlement to trade at the Market.

 

The Market Manager may consider additional operational factors including:

 

  • Available space.

  • Utility requirements.

  • Health and safety considerations.

  • Existing trader mix.

  • Building capacity.

 

The Market Manager may take account of wider operational considerations including market balance, capacity, customer demand and strategic objectives when making decisions.

 

The Market Manager reserves the right to refuse applications that are unsuitable for the Market irrespective of score.

 

Where demand exceeds available capacity, the Market Manager may establish and maintain waiting lists.

 

Applicants placed on a waiting list shall be considered when suitable trading opportunities become available.

 

Placement on a waiting list does not guarantee a future trading opportunity.

 

Waiting lists shall be reviewed periodically to ensure information remains current.

9. SUPPORT FOR LOCAL TRADERS

 

The Market recognises the importance of supporting the local economy.

 

When considering applications, preference may be given to:

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  • Businesses based in Great Torrington.

  • Businesses based within Torridge.

  • Devon-based producers and makers.

  • Local food producers.

  • Artisan and craft businesses.

  • Sustainable and ethical businesses.

 

This shall not prevent applications from businesses outside the local area where they contribute positively to the diversity and quality of the Market.

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10. STALL ALLOCATION

 

The Market Manager shall allocate stalls in a fair and transparent manner. Allocation may take account of:

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  • Health and safety requirements.

  • Product type.

  • Utility requirements.

  • Accessibility needs.

  • Market balance and diversity.

  • Building constraints.

 

No trader shall have an automatic right to a particular stall location.

 

The Market Operator reserves the right to relocate traders where operationally necessary.

 

11. MARKET CAPACITY

 

Capacity limits shall be documented in operational procedures and reviewed annually.

 

The Market Operator shall determine the maximum market trading capacity having regard to:

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  • Fire safety requirements.

  • Means of escape.

  • Occupancy limits.

  • Accessibility requirements.

  • Building layout.

  • Heritage protection considerations.

  • Customer comfort and circulation.

  • Operational requirements.

 

The Market Manager shall ensure that trader numbers do not exceed the approved capacity of the Market.

 

Capacity levels may be reduced temporarily where operational, safety or maintenance considerations require.

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12. MARKET OPERATIONS

 

Opening Procedures

 

Prior to opening:

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  • The building shall be inspected.

  • Emergency exits shall be checked.

  • Fire safety equipment shall be verified.

  • Public areas shall be checked for hazards.

  • Utilities shall be inspected where required.

 

During Trading

 

Management shall monitor:

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  • Health and safety.

  • Customer experience.

  • Trader compliance.

  • Building condition.

 

Closing Procedures

 

Following market closure:

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  • Traders shall clear their stalls.

  • Waste shall be removed.

  • Public areas shall be inspected.

  • Security checks shall be completed.

  • The building shall be secured.

 

13. TRADING STANDARDS

 

Traders shall:

  • Sell only approved products.

  • Display prices clearly.

  • Trade honestly and professionally.

  • Comply with consumer protection legislation.

  • Maintain high standards of presentation.

  • Hold a minimum £5 million Public Liability Insurance.

  • Product Liability Insurance where appropriate.

 

The sale of illegal, counterfeit, dangerous or prohibited goods is strictly forbidden.

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14. FEES AND CHARGES

 

14.1 Market Fees

 

Market fees shall be determined by the Market Operator and reviewed periodically.

 

Fees may vary according to:

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  • Stall size.

  • Market type.

  • Utility requirements.

  • Frequency of attendance.

  • Promotional arrangements.

 

14.2 Payment Terms

 

All fees shall be paid in accordance with the Market's published payment terms.

 

Failure to make payment may result in:

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  • Refusal of future bookings.

  • Suspension of trading rights.

  • Cancellation of stall allocations.

  • Debt recovery action.

 

14.3 Refunds

 

Refunds shall be considered on a case-by-case basis.

 

Refunds will normally only be considered where:

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  • The Market cancels a trading day.

  • Exceptional circumstances exist.

  • The Market Manager determines that a refund is appropriate.

 

For the purposes of this Policy, exceptional circumstances may include, but are not limited to:


• Serious illness or injury affecting the trader or an immediate family member.
• Bereavement.
• Severe weather preventing safe travel.
• Vehicle breakdown or transport disruption beyond the trader's reasonable control.
• Other unforeseen events that, in the opinion of the Market Manager, make attendance unreasonable or impracticable.

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Each request shall be assessed on its individual merits and supporting evidence may be requested where appropriate.

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14.4 Financial Controls

 

The Market Operator shall maintain appropriate financial controls to ensure:

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  • Proper management of Market income and expenditure.

  • Accurate financial records.

  • Appropriate authorisation of expenditure.

  • Protection against fraud and misuse of funds.

  • Compliance with legal and taxation requirements.

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15. HEALTH AND SAFETY

 

The Market is committed to maintaining a safe environment.

 

All traders, staff and volunteers shall:

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  • Follow health and safety procedures.

  • Cooperate with safety inspections.

  • Report hazards immediately.

  • Comply with risk assessment requirements.

 

Unsafe practices may result in immediate suspension from trading.

 

16. FIRE SAFETY

 

All persons using the Market shall:

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  • Keep exits clear.

  • Maintain access routes.

  • Follow evacuation procedures.

  • Comply with fire safety instructions.

 

No activity shall compromise fire safety arrangements.

 

17. ELECTRICAL AND UTILITY SAFETY

 

All electrical equipment must:

  • Be maintained in a safe condition.

  • Be suitable for commercial use.

  • Comply with current safety standards.

 

The Market Manager may prohibit the use of unsafe equipment.

 

Utility use may be restricted where safety or operational concerns arise.

 

18. FOOD TRADERS

 

Food traders shall:

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  • Be registered with the appropriate local authority.

  • Comply with food safety legislation.

  • Maintain appropriate hygiene standards.

  • Provide allergen information where required.

  • Cooperate with inspections.

 

Failure to comply may result in immediate suspension.

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19. BUILDING AND HERITAGE PROTECTION

 

All users of the Market shall help protect the historic building.

 

The following are prohibited without written permission:

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  • Drilling or fixing into walls, beams or historic fabric.

  • Structural alterations.

  • Activities likely to damage historic features.

  • Unauthorised signage or installations.

 

Any damage must be reported immediately.

 

The Market Manager shall seek to preserve the historic character and significance of the building at all times.

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20. COMMUNITY ACCESS

 

The Market shall seek to provide fair and equitable access to all members of the community.

 

Reasonable efforts shall be made to:

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  • Improve accessibility.

  • Support community participation.

  • Remove unnecessary barriers to access.

  • Promote inclusive activities.

 

The Market Operator shall periodically review accessibility and inclusion arrangements and seek to identify barriers that may prevent participation by members of the community.

 

Reasonable improvements shall be considered where practical and proportionate.

 

21. VOLUNTEERS

 

Volunteers play an important role in supporting the Market.

 

The Market Operator shall:

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  • Provide appropriate induction and training.

  • Ensure volunteers understand their responsibilities.

  • Provide suitable supervision.

  • Ensure volunteers are treated fairly and respectfully.

 

Volunteers shall comply with all relevant policies and procedures.

 

22. EQUALITY, DIVERSITY AND INCLUSION

 

The Market is committed to equality of opportunity and inclusive participation.

 

Discrimination, harassment or victimisation based on any protected characteristic will not be tolerated.

 

All users of the Market shall be treated with dignity and respect.

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23. SAFEGUARDING

 

The Market is committed to safeguarding children, young people and vulnerable adults.

 

Staff, volunteers and traders shall:

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  • Report safeguarding concerns.

  • Follow safeguarding procedures.

  • Promote a safe environment.

 

All safeguarding concerns shall be dealt with in accordance with the Safeguarding Policy.

 

24. ENVIRONMENTAL RESPONSIBILITY

 

The Market Operator recognises its responsibility to minimise environmental impact and support sustainable development.

 

The Market shall seek to:

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  • Reduce energy consumption.

  • Improve energy efficiency.

  • Minimise waste generation.

  • Increase recycling rates.

  • Reduce the use of single-use plastics.

  • Support sustainable procurement.

  • Encourage environmentally responsible trading practices.

  • Promote local sourcing and reduced transport impacts.

  • Contribute to carbon reduction objectives where practical.

 

Traders are expected to support these objectives through their business practices.

 

Environmental performance shall be reviewed periodically as part of the Market's ongoing management and development.

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25. WASTE MANAGEMENT

 

Traders shall:

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  • Keep their area clean and tidy.

  • Dispose of waste appropriately.

  • Remove waste generated by their activities unless alternative arrangements are agreed.

 

Additional charges may be applied where excessive waste is left behind.

 

Where practical, the Market shall seek to monitor:

 

Waste generation.

Recycling performance.

Energy consumption.

Use of single-use materials.

 

Environmental performance information may be used to support future planning, funding applications and sustainability initiatives.

 

26. SEVERE WEATHER AND EMERGENCY CLOSURE

 

The Market Operator may amend, postpone or cancel market operations where:

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  • Severe weather presents a risk to safety.

  • Utility failures occur.

  • Emergency incidents arise.

  • Building safety is compromised.

 

The safety of staff, volunteers, traders and visitors shall take precedence over market operations.

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27. STANDARDS OF CONDUCT

 

All persons using the Market shall:

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  • Behave respectfully.

  • Follow reasonable instructions.

  • Promote a positive environment.

 

The following behaviours are prohibited:

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  • Aggressive conduct.

  • Harassment.

  • Discrimination.

  • Intimidation.

  • Abusive language.

  • Anti-social behaviour.

 

28. REPUTATION AND PUBLIC COMMUNICATIONS

 

All persons associated with the Market shall act in a manner that protects and promotes the reputation of Great Torrington Pannier Market and the North Devon Handmade Collective.

 

Users of the Market shall not engage in behaviour, whether in person or online, that:

 

  • Brings the Market into disrepute.

  • Harasses, intimidates or abuses others.

  • Knowingly publishes false or misleading information relating to the Market.

  • Damages relationships with traders, customers, volunteers, partners or stakeholders.

 

Nothing in this section shall prevent individuals from raising legitimate concerns through appropriate complaints or reporting procedures.

 

29. COMPLAINTS

 

Complaints may be submitted by traders, customers, visitors, volunteers or members of the public.

 

Complaints shall be:

  • Recorded.

  • Investigated.

  • Responded to within a reasonable timeframe.

 

Records shall be maintained in accordance with Data Protection requirements

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30. BREACHES AND ENFORCEMENT

 

Breaches of this policy may result in:

 

Informal Action

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  • Advice.

  • Guidance.

  • Verbal warning.

 

Formal Action

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  • Written warning.

  • Suspension.

  • Removal from the Market.

  • Refusal of future bookings.

 

Serious breaches may result in immediate exclusion.

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31. APPEALS

 

Any trader subject to formal action may submit a written appeal within fourteen days.

 

Appeals shall:

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  • Be reviewed by a person or panel not involved in the original decision.

  • Be considered fairly and impartially.

  • Receive a written outcome.

 

Appeals shall normally be determined within twenty working days of receipt.

 

Where additional time is required, the appellant shall be informed of the reasons for delay.

 

The decision of the appeal panel shall be final.

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32. MONITORING AND REVIEW

 

The Market Operator and Market Manager shall monitor the effectiveness of this Policy and the performance of the Market.

 

Performance indicators may include:

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  • Trader occupancy rates.

  • Number of trading days delivered.

  • Visitor numbers.

  • Financial performance.

  • Customer satisfaction.

  • Trader satisfaction.

  • Community participation.

  • Volunteer engagement.

  • Environmental performance.

  • Building condition and maintenance requirements.

  • Health and safety incidents.

  • Complaints and compliments received.

 

This Policy shall be reviewed annually or sooner where:

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  • Legislation changes.

  • Operational requirements change.

  • Significant incidents occur.

  • The Market Operator determines that a review is necessary.

 

33. RISK MANAGEMENT

 

The Market Operator is committed to the proactive management of risk.

 

The Market Manager shall:

  • Maintain a Market Risk Register.

  • Conduct annual operational risk reviews.

  • Undertake risk assessments for market activities.

  • Review incidents and near misses.

  • Monitor emerging operational risks.

  • Implement appropriate control measures.

  • Escalate significant risks to the Market Operator.

 

Risk assessments shall consider:

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  • Health and safety.

  • Fire safety.

  • Security.

  • Building condition.

  • Environmental impacts.

  • Reputational risks.

  • Financial risks.

  • Business continuity risks.

 

The Market Manager shall ensure that significant incidents are reported to the Market Operator as soon as reasonably practicable.

 

Examples include:

 

  • Serious injury or illness.

  • Safeguarding concerns.

  • Significant property damage.

  • Structural issues.

  • Security incidents.

  • Major complaints.

  • Matters likely to attract media attention.

 

Significant incidents shall be recorded and reviewed.

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34. DATA PROTECTION

 

The Market Operator is committed to protecting personal information and complying with UK data protection legislation.

 

Personal data relating to traders, volunteers, contractors, customers and other stakeholders shall be collected, stored and processed in accordance with:

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  • UK GDPR.

  • Data Protection Act 2018.

  • The Market's Data Protection Policy.

 

The Market Manager shall ensure that:

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  • Personal information is handled securely.

  • Access is restricted to authorised persons.

  • Information is retained only as long as necessary.

  • Data breaches are reported and managed appropriately.

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35. CONTRACTOR MANAGEMENT

 

All contractors undertaking work within the Market shall:

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  • Hold Public Liability Insurance.

  • Hold Employer's Liability Insurance where applicable.

  • Comply with health and safety legislation.

  • Follow Market policies and procedures.

  • Protect historic building features.

  • Provide risk assessments where required.

  • Provide method statements where appropriate.

  • All traders must comply with the Market Licence and any conditions attached to it.

 

Contractors shall not commence work until authorised by the Market Manager.

 

The Market Manager may stop any contractor activity considered unsafe or inappropriate.

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36. BUSINESS CONTINUITY

 

The Market Operator shall maintain arrangements to support continuity of market operations during periods of disruption.

 

Potential disruptions include:

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  • Utility failures.

  • Severe weather.

  • Flooding.

  • Building damage.

  • Public health incidents.

  • Loss of key personnel.

  • Security incidents.

 

The Market Manager shall:

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  • Maintain emergency contact information.

  • Communicate operational changes promptly.

  • Implement temporary arrangements where appropriate.

  • Seek to minimise disruption to traders and customers.

 

The safety of staff, volunteers, traders and visitors shall take precedence over continuity of operations.

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37. RELATED DOCUMENTS

 

This policy should be read alongside:

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  • Trader Terms and Conditions

  • Event Management Policy

  • Venue Hire Policy

  • Health and Safety Policy

  • Fire Safety Policy

  • Safeguarding Policy

  • Equality and Diversity Policy

  • Data Protection Policy

  • Complaints Policy

  • Risk Assessment Procedures

  • Emergency Evacuation Procedures

HQ: Docton Court, 2 Myrtle Street, Appledore, Devon. EX39 1PH

PRIVACY POLICY

EMAIL: hello@northdevonhandmadecollective.co.uk

@2026 COPYRIGHT BY NORTH DEVON HANDMADE COLLECTIVE

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