Quality Control We consider monitoring our work to be a key element in ensuring customer satisfaction and therefore have a full quality management system in place in line with ISO9001 2008. This system provides a process approach so that all our staff members are clear on their role in the continuous improvement of our services and on the objectives of the company.

Inspections

Inspection frequencies are agreed with our clients when a contract commences with the majority of our sites receiving a formal inspection once a month alongside regular Contract Management visits. Clients are provided with copies of our inspection findings and are encouraged to comment on our managers observations. Wherever possible we will try and involve clients and or residents in the inspection process and this can take the form of inspections, surveys, comments boxes on site and attending tenants meetings.

Surveys

We carry out regular surveys of our clients so we can better understand their needs and improve our services. We appreciate that this feedback is essential to our ongoing growth and success and our most recent survey saw us score 89% good or excellent for our overall services. We are looking to improve this to 92% by the end of 2013. Health and Safety