Quality Policy

Our Quality Commitment

We are committed to:

1. Meeting Client Requirements: Understanding and fulfilling client needs and expectations
2. Right First Time: Delivering services correctly the first time, every time
3. Compliance Excellence: Ensuring all work meets regulatory and statutory requirements
4. Evidence-Based Delivery: Documenting and proving the quality of our work
5. Continuous Improvement: Constantly seeking ways to improve our services
6. Customer Satisfaction: Measuring and acting on client feedback
7. Competent Workforce: Ensuring our people have the skills and knowledge to deliver quality

ISO 9001:2015 Certification

Our Quality Management System (QMS) is certified to ISO 9001:2015, the international standard for quality management. This certification demonstrates that we operate consistent, controlled processes focused on customer satisfaction and continuous improvement.

Our ISO 9001 system includes:

• Customer focus and requirements management
• Leadership commitment and quality objectives
• Process-based approach to service delivery
• Risk-based thinking and opportunity identification
• Competence, training, and awareness
• Documented information and records
• Operational planning and control
• Performance evaluation and monitoring
• Internal audits and management review
• Corrective action and continuous improvement

Certification Body: [Certification body name] Certificate Number: [Number] Valid Until: [Date]

Quality Objectives

We set measurable quality objectives to drive performance and improvement.

Current Quality Objectives

Objective	Target	Measurement
Customer satisfaction score	≥4.5 out of 5	Post-job surveys
First-time fix rate	≥92%	Job completion data
Complaint rate	<1% of jobs	Complaints logged
Complaint resolution time	<5 working days	Complaint records
Rework rate	<3%	Recall/rework data
Certificate accuracy	100%	Audit checks
Appointment kept rate	≥98%	Scheduling data
Response time (emergency)	<4 hours	Job timestamps
Response time (urgent)	<24 hours	Job timestamps
Response time (routine)	Within SLA	Job timestamps

Objective Review

Quality objectives are:

• Set annually by senior management
• Aligned with client requirements and business strategy
• Communicated throughout the organisation
• Monitored monthly
• Reviewed quarterly at management meetings
• Updated as necessary to drive improvement

Quality Principles

Our approach to quality is guided by the following principles:

Customer Focus

The customer is at the centre of everything we do. We:

• Understand client needs and expectations
• Communicate clearly and proactively
• Deliver services that meet or exceed requirements
• Seek and act on feedback
• Build long-term partnerships based on trust

Leadership

Quality starts at the top. Our leaders:

• Demonstrate commitment to quality
• Set clear quality objectives
• Provide resources for quality management
• Create a culture of accountability
• Lead by example

Engagement of People

Our people are our greatest asset. We:

• Employ competent, qualified professionals
• Invest in training and development
• Empower people to take ownership of quality
• Recognise and reward quality performance
• Encourage ideas and suggestions

Process Approach

We manage our activities as processes. We:

• Define clear processes for all activities
• Identify inputs, outputs, and controls
• Assign process ownership and accountability
• Monitor process performance
• Improve processes based on data

Improvement

We never stand still. We:

• Continuously seek ways to improve
• Learn from mistakes and successes
• Benchmark against best practice
• Embrace innovation and technology
• Set challenging improvement targets

Evidence-Based Decision Making

We make decisions based on facts. We:

• Collect and analyse performance data
• Monitor key quality indicators
• Use data to identify trends and issues
• Make informed decisions based on evidence
• Verify the effectiveness of actions

Relationship Management

We build strong relationships. We:

• Work collaboratively with clients
• Partner with reliable suppliers
• Manage subcontractors effectively
• Communicate openly and honestly
• Resolve issues fairly and promptly

Scope of Quality Management

Our Quality Management System covers all aspects of our service delivery:

Services Covered

• Gas safety services (CP12, boiler servicing, installations, repairs)
• Electrical services (EICR testing, remedials, installations)
• Fire safety services (alarm testing, emergency lighting, fire doors)
• Water hygiene services (legionella risk assessments, L8 compliance)
• Mechanical services (plant maintenance, ventilation, lifts)
• Building envelope services (roofing, windows, fabric repairs)
• Reactive repairs and maintenance
• Compliance documentation and evidence management
• Planned preventive maintenance programmes

Locations

• All client sites across England and Wales
• Our offices and depot facilities
• Remote and mobile working

Exclusions

No exclusions from ISO 9001:2015 requirements apply to our operations.

Process Management

We manage our operations through defined, controlled processes.

Core Processes

Process	Purpose	Key Controls
Enquiry and Quotation	Converting opportunities to contracts	Requirements capture, pricing accuracy, response times
Contract Mobilisation	Setting up new contracts	Client briefing, data setup, resource allocation
Job Scheduling	Allocating work to engineers	Skill matching, route optimisation, SLA compliance
Service Delivery	Performing maintenance work	Safe systems, competent operatives, quality checks
Certification	Issuing compliance certificates	Accuracy, completeness, timeliness
Evidence Management	Documenting and storing proof	Photos, signatures, audit trails
Invoicing	Billing for completed work	Accuracy, timeliness, supporting documentation
Complaint Handling	Resolving client concerns	Response times, root cause, corrective action

Support Processes

Process	Purpose
Recruitment and Training	Ensuring workforce competence
Procurement	Sourcing quality materials and services
Equipment Management	Maintaining tools and vehicles
Document Control	Managing policies, procedures, and records
IT and Systems	Supporting operational processes

Service Delivery Standards

We maintain high standards in all aspects of service delivery.

Before the Job

• Client requirements clearly understood and documented
• Correct skills and competencies allocated
• Materials and equipment prepared
• Risk assessment and method statement in place
• Appointment confirmed with client or resident
• Access arrangements confirmed

During the Job

• Operative arrives on time and prepared
• ID badge displayed and introduction made
• Work area protected and kept clean
• Work performed to required standards
• Safety procedures followed
• Client or resident kept informed
• Any issues reported immediately

After the Job

• Work area left clean and tidy
• Client or resident briefed on work completed
• Certificate or documentation issued
• Photos and evidence captured
• Job completed on system
• Feedback requested

Competence and Training

Quality depends on competent people. We ensure our workforce has the skills and knowledge to deliver quality services.

Competence Requirements

All operatives must have:

• Relevant trade qualifications
• Current registration with trade bodies (Gas Safe, NICEIC, etc.)
• Valid competency cards and certifications
• Completed company induction
• Role-specific training
• Understanding of quality requirements

Training Programme

Training Type	Purpose	Frequency
Induction	Company standards and procedures	On joining
Technical training	Trade skills and knowledge	Ongoing
Manufacturer training	Product-specific competence	As required
Quality awareness	QMS understanding	Annual
Customer service	Client interaction skills	Annual
System training	Using company systems	As required

Competence Verification

• Training records maintained for all staff
• Competency cards and certifications tracked
• Expiry dates monitored and renewals scheduled
• Subcontractor competence verified
• Performance monitored and feedback provided

Supplier and Subcontractor Quality

We ensure our suppliers and subcontractors meet our quality standards.

Supplier Approval

Before appointing suppliers, we assess:

• Quality management arrangements
• Product or service quality
• Reliability and delivery performance
• Technical capability
• Financial stability
• References and track record

Approved Supplier List

We maintain an approved supplier list for:

• Materials and equipment suppliers
• Subcontractors and specialist trades
• Professional services
• Hire and rental providers

Only approved suppliers are used for contract work.

Ongoing Monitoring

• Supplier performance monitored
• Quality issues logged and addressed
• Annual supplier reviews
• Poor performers removed from approved list
• Good performers recognised

Subcontractor Management

Subcontractors must:

• Meet our quality standards
• Follow our procedures and systems
• Provide evidence of work quality
• Respond to quality issues promptly
• Participate in audits and inspections

Documentation and Records

We maintain documentation to support quality management.

Controlled Documents

Document Type	Purpose
Quality Policy	States our quality commitment
Quality Manual	Describes our QMS
Procedures	Define how activities are performed
Work Instructions	Provide step-by-step guidance
Forms and Templates	Capture required information
Specifications	Define technical requirements

Document Control

• Documents approved before issue
• Current versions available to users
• Obsolete documents removed from use
• Changes controlled and communicated
• External documents identified and controlled

Quality Records

We maintain records to demonstrate conformity and provide evidence of quality:

• Job records and completion data
• Certificates and compliance documentation
• Photographs and evidence
• Test and inspection results
• Customer feedback and satisfaction data
• Complaint records and resolution
• Training and competence records
• Audit reports and findings
• Management review minutes
• Corrective action records

Record Retention

Record Type	Retention Period
Compliance certificates	Duration of validity + 6 years
Job records	6 years
Photographs and evidence	6 years
Customer feedback	3 years
Complaints	6 years
Training records	Duration of employment + 6 years
Audit records	6 years

Inspection and Verification

We verify that our services meet requirements.

Self-Inspection

Operatives are responsible for checking their own work:

• Visual inspection of completed work
• Functional testing where applicable
• Comparison against requirements
• Correction of any defects before leaving site

Supervisory Checks

Supervisors conduct quality checks:

• Site visits and spot checks
• Review of completed documentation
• Client feedback review
• Performance monitoring

Quality Audits

We conduct regular quality audits:

• Internal audits at least annually
• Process audits to verify compliance
• Job audits to check work quality
• Documentation audits to verify records
• Subcontractor audits

Certificate Verification

All compliance certificates are verified:

• Technical accuracy checked
• Completeness confirmed
• Authorisation verified
• Issue controlled

Measuring Customer Satisfaction

Customer satisfaction is our ultimate measure of quality.

Feedback Collection

We collect customer feedback through:

• Post-job satisfaction surveys
• Regular client review meetings
• Annual satisfaction surveys
• Complaint and compliment monitoring
• Resident feedback
• Net Promoter Score (NPS) tracking

Satisfaction Metrics

Metric	Target	Frequency
Overall satisfaction score	≥4.5/5	Per job
Net Promoter Score (NPS)	≥50	Quarterly
Client retention rate	≥95%	Annual
Recommendation rate	≥90%	Annual

Acting on Feedback

• All feedback reviewed and logged
• Negative feedback investigated
• Root causes identified
• Corrective actions implemented
• Trends analysed and addressed
• Positive feedback shared and recognised

Complaints and Non-Conformances

We take complaints seriously and use them to improve.

Complaint Handling

Our complaint process:

1. Receipt: Complaint logged within 24 hours
2. Acknowledgement:  Client contacted within 24 hours
3. Investigation: Root cause identified within 3 working days
4. Resolution: Corrective action completed within 5 working days
5. Verification: Client satisfaction confirmed
6. Close-out: Complaint closed and lessons learned

Non-Conformance Management

When work does not meet requirements:

• Non-conformance identified and recorded
• Immediate containment action taken
• Root cause analysis performed
• Corrective action implemented
• Effectiveness verified
• Recurrence prevented

Corrective Action

Corrective actions address root causes:

• Problem clearly defined
• Root cause identified (not just symptoms)
• Action plan developed
• Responsibilities assigned
• Actions implemented
• Effectiveness verified
• Lessons shared

Continuous Improvement

We are committed to continuously improving our quality performance.

Improvement Sources

We identify improvement opportunities from:

• Customer feedback and complaints
• Audit findings
• Performance data and trends
• Employee suggestions
• Industry best practice
• Technology developments
• Regulatory changes

Improvement Process

1. Identify: Recognise opportunity for improvement
2. Analyse: Understand current state and root causes
3. Plan: Develop improvement approach
4. Implement: Execute the improvement
5. Verify: Confirm effectiveness
6. Standardise: Embed into normal operations
7. Share: Communicate learning across organisation

Innovation

We embrace innovation to improve quality:

• New technologies and tools
• Improved materials and methods
• Digital solutions and automation
• Industry developments
• Client-driven innovation

Risk-Based Thinking

We apply risk-based thinking to quality management.

Quality Risks

We identify and manage risks that could affect quality:

Risk Area	Examples	Controls
Competence	Skill gaps, expired certifications	Training, monitoring, verification
Materials	Defective products, wrong specifications	Approved suppliers, inspection
Equipment	Tool failure, calibration drift	Maintenance, calibration, replacement
Information	Incorrect data, outdated documents	Document control, verification
Subcontractors	Poor performance, non-compliance	Approval, monitoring, audits
Scheduling	Missed appointments, resource conflicts	Planning, contingency, communication
Communication	Misunderstandings, missing information	Clear processes, confirmation, records

Opportunity Identification

We also identify opportunities to enhance quality:

• New service offerings
• Improved processes
• Technology adoption
• Client partnerships
• Market developments

Internal Audits

We conduct internal audits to verify our QMS is effective.

Audit Programme

• Annual audit programme covering all QMS elements
• Audit frequency based on importance and risk
• Audits conducted by trained internal auditors
• Auditors independent of area being audited

Audit Process

1. Planning: Scope, criteria, and schedule defined
2. Preparation: Audit checklist and documents reviewed
3. Execution: Evidence gathered through interview and observation
4. Reporting: Findings documented and communicated
5. Follow-up: Corrective actions verified

Audit Findings

• Non-conformances require corrective action
• Observations noted for consideration
• Good practices recognised and shared
• Trends analysed across audits

Management Review

Senior management reviews the QMS to ensure its continuing suitability and effectiveness.

Review Frequency

Management reviews are conducted at least quarterly.

Review Inputs

• Audit results (internal and external)
• Customer feedback and satisfaction
• Process performance and conformity
• Complaint and non-conformance data
• Corrective action status
• Progress against objectives
• Changes affecting the QMS
• Resource adequacy
• Supplier performance
• Improvement opportunities

Review Outputs

• Improvement decisions and actions
• Resource allocation
• Objective updates
• System changes
• Risk and opportunity updates

Responsibilities

Quality is everyone’s responsibility.

Role	Quality Responsibilities
Managing Director	Overall accountability for quality, policy approval, resource provision
Quality Manager	QMS management, audits, reporting, improvement coordination
Operations Manager	Service delivery quality, process compliance, performance monitoring
Contract Managers	Client satisfaction, contract performance, issue resolution
Supervisors	Work quality oversight, team performance, quality checks
Engineers/Operatives	Work quality, self-inspection, procedure compliance, issue reporting
Subcontractors	Compliance with quality requirements, evidence provision
All Employees	Following procedures, reporting issues, suggesting improvements

Communication

We communicate quality information effectively.

Internal Communication

• Quality policy displayed and accessible
• Objectives communicated to all staff
• Performance data shared regularly
• Quality alerts for urgent issues
• Team meetings and briefings
• Recognition of quality achievements

External Communication

• Quality credentials in client proposals
• Performance reporting to clients
• Certificate and evidence provision
• Client review meetings
• Response to client enquiries

Technology and Systems

We use technology to support quality management.

Key Systems

System	Quality Function
Job Management System	Scheduling, tracking, completion, evidence capture
CAFM Integration	Client system connectivity, data exchange
Mobile App	Real-time data capture, photos, signatures
Document Management	Controlled documents, records, certificates
Reporting Dashboard	KPI monitoring, trend analysis, alerts
Training System	Competence tracking, expiry alerts

Data Quality

We ensure the quality of our data:

• Accurate data entry at source
• Validation checks and controls
• Regular data quality reviews
• Error correction and prevention
• System access controls

Review and Improvement

This policy is reviewed annually and updated as necessary.

Review Triggers

• Annual scheduled review
• Following significant quality issues
• Changes in ISO 9001 requirements
• Changes in our operations
• Client feedback and requirements
• Audit findings

Approval

This Quality Policy has been approved by the Managing Director and is communicated to all employees, subcontractors, and relevant stakeholders.

Date: [Date]

Review Date: [Date + 1 year]

Contact

For quality enquiries or to provide feedback:

Quality Manager Email: quality@allservices4u.co.uk Phone: [Phone number]

Customer Feedback Email: feedback@allservices4u.co.uk Phone: [Phone number]

All Services 4U is committed to delivering quality services that meet client requirements and exceed expectations. This policy is available to all interested parties on request.