Rugby First

Town Centre Business FAQs 

This FAQ has been produced to support Rugby town centre businesses following the end of the Rugby Business Improvement District (BID), operated by Rugby First. It explains how key services will operate going forward and who to contact for support. 

Street Cleaning 

Who is responsible for street cleaning in the town centre? 

Rugby Borough Council is responsible for street cleaning within public spaces in the town centre. 

How do I report a street cleaning issue? 

Street cleaning issues can be reported by: 

• Calling the Council’s Contact Centre on 01788 533533 (Normal opening hours are Monday–Friday, 9am–5pm) 
• Completing an online or app form https://services.rugby.gov.uk/report-a-problem 
• Emailing streetcleaning@rugby.gov.uk 

Are businesses responsible for cleaning shop doorways? 

Yes. Cleaning within shop doorways or other areas that are not part of the public highway remains the responsibility of the individual business owner. 

Highways 

Who is responsible for Highways in the town centre? 

Warwickshire County Council Highways is responsible for the public highway within the town centre. This includes roads, pavements, potholes, street lighting, signage and other highway-related issues. 

Potholes, faults and other highways concerns can be reported directly to Warwickshire County Council via the following link: 

https://www.warwickshire.gov.uk/contactuscountyhighways   

Who is responsible for opening and closing the gates on High Street and Sheep Street? 

Warwickshire County Council remains the Highways Authority for High Street and Sheep Street. 
However, Rugby Borough Council has assumed responsibility for the daytoday operation of opening and closing the gates on these streets. 

The gates are closed daily from 11:00am to 4:00pm, seven days a week, and opened outside of these hours. 

Why are the gates closed during these hours? 

The gates are closed in line with a Warwickshire County Council Traffic Regulation Order (TRO), which prohibits vehicle access to High Street and Sheep Street between 11:00am and 4:00pm. 

Previously, the gates were operated on a Monday to Saturday basis only. Rugby Borough Council has now assumed responsibility for operating the gates seven days a week to ensure that the TRO is fully enforced, supporting pedestrian safety and compliance. 

Crime, Disorder and Community Safety 

Who deals with crime in the town centre? 

Warwickshire Police are responsible for dealing with crime and serious incidents in the town centre. This includes: 

• Shoplifting and retail theft 
• Assaults or violent behaviour 
• Drug-related offences 
• Threatening, aggressive or intimidating behaviour 

All crimes must be reported to the Warwickshire Police, even where the offender has left or the value of the incident is low. Consistent reporting helps inform police activity and longer-term crime reduction. 

How do I report crime to the Police? 

• 999 – if a crime or incident is happening now, someone is in danger, or there is an immediate risk 
• 101 – for non-emergency crimes or incidents 
• Online reporting – Warwickshire Police also provide an online reporting form for non-emergency crimes or incidents 

What is the role of Rugby Borough Council’s Community Wardens? 

Rugby Borough Council operates a Community Warden Service that supports town centre safety by addressing low level antisocial behaviour and environmental issues. Community Wardens provide reassurance patrols and engagement but do not replace the role of the Police or emergency services. 

What can Community Wardens do? 

Community Wardens can: 

• Address low level antisocial behaviour 
• Respond to noise, odour and light statutory nuisance complaints 
• Report and support the removal of graffiti 
• Deal with fly tipping 

What Community Wardens cannot do 

Community Wardens: 

• Do not deal with crime, including shoplifting 
• Do not investigate criminal offences 
• Do not have powers of arrest or detention and cannot detain individuals 
• Do not replace Police or other emergency services 

If a criminal offence has taken place or is suspected, Warwickshire Police must be contacted. 

When do Community Wardens operate? 

Community Wardens complete patrols across the Borough: 

• 8am to 10pm 
• Seven days a week 

How do I contact the Community Warden Service? 

0800 096 8800 

Business Radio Scheme 

Will there be a town centre radio network for businesses? 

Yes. The Warwickshire Retail Crime Initiative (WRCI) is currently setting up a town centre radio network with support from Rugby Borough Council’s Community Safety Team. 

When will the radio network be live? 

Work is ongoing to deliver the system as quickly as possible. A live date has not yet been confirmed. 

Who will monitor the radio network? 

Once live, the town centre radio network will be monitored by the Council’s new CCTV Control Room. 

What will it cost? 

WRCI will advise on costs once the system is confirmed. 

Pubwatch 

Is Pubwatch still available in Rugby? 

Yes. Pubwatch continues to operate and is coordinated by the Warwickshire Retail Crime Initiative (WRCI). 

How do I join or enquire about Pubwatch? 

Contact wrcinorth@wrci.org.uk  

Town Centre CCTV

Who monitors town centre CCTV? 

Rugby’s public space CCTV is monitored by the West Midlands Combined Authority from their CCTV Control Room. 

What if I have a question about town centre CCTV? 

If you have general questions about public space CCTV in the town centre, you can contact Rugby Borough Council at cctv@rugby.gov.uk  

This inbox is for general enquiries only, such as: 

• Queries about CCTV coverage in the town centre 
• Data protection or subject access requests 
• Requests for general advice or information about the CCTV service 

Important – reporting incidents or crime 

The cctv@rugby.gov.uk email address must not be used to report crimes or incidents, and it is not monitored for live issues. 

If an incident is taking place, or has already taken place, businesses should report it to the appropriate service in the first instance: 

• Warwickshire Police – for all crimes and serious incidents
  999 in an emergency 
  101 for non-emergency crime
• Community Warden Service – for low level antisocial behaviour or environmental issues within their remit
  0800 096 8800 

Can I contact the CCTV Control Room directly? 

No. There is no public telephone number or direct contact method for the CCTV Control Room. Warwickshire Police or the Community Warden Service will liaise with CCTV where appropriate as part of their response. 

Health and First Aid Incidents 

What should businesses do if a first aid incident occurs in the town centre?

Businesses or members of the public should:

• Call the Ambulance Service on 999 where emergency medical assistance is required
• Use on‑site First Aid Kits within their business or nearby premises where appropriate
• Be aware that there is a network of publicly accessible defibrillators (AEDs) across the town centre

How do I access a defibrillator in the town centre?

Defibrillators are accessed by:

• Calling 999
• The Ambulance Service will identify the nearest available defibrillator and provide instructions and an access code where required

Defibrillators are designed to be used by members of the public and come with clear voice instructions once activated.
 

BID Transition plans