The second of Forecourt Trader’s ‘safety on the forecourt’ features focuses on unmanned sites.
As the fuel retail landscape has continued to evolve, forecourt operators are increasingly exploring unmanned site models – either by operating fully automated locations around the clock or by switching to unmanned modes during overnight hours. While the transition can offer clear commercial benefits, such as reduced overheads and extended availability, it also introduces unique operational, safety and regulatory considerations.
Why the move to unmanned sites?
No industry stands still. Driven by new technologies and changing consumer expectations, the adoption of unmanned forecourts has gained traction, particularly in rural areas, smaller towns and locations with lower night-time footfall. Increasingly, customers are comfortable with self-service solutions, and automation offers a way to maintain service provision without the cost burden of overnight staff when you don’t always know what the demand will be.
Unmanned sites also provide a practical solution for operators facing recruitment challenges given that those running a site overnight may be working alone often in an isolated place, which brings its own safety concerns.
However, these benefits for those operations come with a non-negotiable requirement: robust systems and protocols that ensure safety, compliance, and customer satisfaction.
For many those systems and protocols may not be that different, but they must all be thought through thoroughly.
Full versus partial unmanned sites
Many operators opt for a hybrid model, with staff present during peak hours and the site switching to unmanned overnight. This allows for controlled testing of systems and builds customer confidence gradually.
Fully unmanned sites, while potentially offering greater cost savings, demand a higher level of investment in automation, security, and particularly customer support infrastructure.
Of course the other options always remain having staff on site at all times or indeed not being open at all times – these may be the right choice for a particular site too.
Safety protocols and emergency systems
- Emergency stop mechanisms: Ensure emergency stop buttons are highly visible, clearly signed, and accessible at multiple points on the forecourt. Indeed, making sure things are clear is particularly important when there are no operational staff on site – it must be obvious for someone driving onto a site what to do if things don’t go as planned.
- Automatic shut-off systems: Install sensors and systems that detect fuel spills, overfills, or unusual behaviour and trigger automatic pump shutdowns. Much of this will already be in place regardless of how many people you have on site.
- Remote monitoring: CCTV with live feeds monitored remotely play an important role in safety, providing visual verification in the event of incidents or the ability to intervene before something goes wrong. CCTV can also help deter criminal activity, which, given the huge growth of forecourt thefts in recent years, may well be one of the considerations that stops some operators trusting the switch to an unmanned site.
Customer assistance and communication
- Clear signage: It’s not just emergency stops that need clear signage, you’ll need to ensure that sites display comprehensive, easy-to-understand signage detailing how to operate pumps, pay, as well as to seek help in emergencies.
- Help points: Provide clearly signposted intercoms or help buttons perhaps connected to a 24/7 control centre. Response times should be minimal to reduce customer frustration and risk.
Compliance and legal responsibilities
- Health & Safety: Unmanned sites must meet the same legal requirements as manned sites, including DSEAR (Dangerous Substances and Explosive Atmospheres Regulations) compliance and regular risk assessments.
- Environmental protection and licensing: Automated leak detection systems, secondary containment, and regular testing of tank integrity are essential to prevent contamination just as they are in manned sites, but you may find that petroleum enforcement authorities include specific licensing conditions for unmanned operations. While this model is an increasingly common way of working, it may not be right for every site; engage early with planning and licensing departments and work with them to address the specific risks in play.
Maintenance and Routine Checks
- Regular inspections: Even if a site is unmanned overnight, it must be inspected regularly by on-site personnel during staffed hours.
- Preventive maintenance: Establish contracts for regular servicing of dispensers, payment terminals, lighting, and emergency systems.
As always, a checklist like that is only a start point and the Red Guide and Blue Book remain the key go-to places for guidance on site design and operation, while working with petroleum enforcement is key.
The shift towards unmanned forecourts is likely to continue as technology advances and consumer habits adapt. For operators, the opportunity lies in combining automation with accountability—delivering a seamless, safe, and efficient experience while meeting all safety and compliance requirements.
What to do if you are moving to an unmanned operation:
- Conduct a thorough risk assessment: Tailor assessments specifically to the unmanned operational periods.
- Invest in staff training: All team members should understand the technology and emergency procedures, even if they are not on-site 24/7.
- Pilot and review: Many who have made the transition will have trialled unmanned operation on selected sites in a network or during limited hours before a full rollout. Reviewing performance and incident logs is key to the long-term safe operation of a site.
- Customer feedback: While this is new to some site operators, it is often ‘more’ new to your customers, so it’s always worth making sure they are happy with the changes and asked how they think things could be improved.
