Quality Policy

Participating Businesses:

1. clarify requirements before accepting work;
2. use competent people and approved suppliers;
3. control changes to scope, cost and programme;
4. maintain appropriate records and evidence;
5. inspect or verify work according to risk;
6. communicate material issues promptly;
7. address defects, complaints and non-conformities;
8. use feedback and performance information to improve; and
9. make only accurate, supportable public claims.

Contractual requirements, specifications, service levels and acceptance criteria are reviewed before commitment. Any assumption, exclusion or dependency material to delivery is communicated by the Black & White business applying this policy.

Where work does not meet requirements, the responsible business contains the issue, assesses safety and customer impact, agrees remedial action, identifies the cause where proportionate and verifies completion.

Outsourcing does not remove accountability. Supplier selection, instruction, monitoring and acceptance are proportionate to the risk and importance of the work.

Requirements are established before commitment through enquiry review, survey or diagnosis where appropriate, documented scope, assumptions, exclusions, responsibilities, acceptance criteria, programme and commercial terms. Changes are authorised and traceable. Suppliers, materials and specialists are selected according to the risk and technical demands of the work.

Delivery is controlled through competent people, current information, suitable equipment, inspection points and protection of the customer's premises. Hidden conditions, conflicting instructions and deviations are raised promptly. Work is not represented as complete until agreed checks, evidence, certification, waste removal and handover requirements are addressed.

Nonconforming work or service is identified, contained where necessary, recorded and assessed. Correction, re-performance, concession or other resolution is authorised by an appropriate person. Root-cause review is proportionate to recurrence, impact and risk. Complaints, callbacks, defects, missed appointments, supplier performance and customer feedback feed improvement.

Each business defines useful measures rather than publishing unsupported targets. Measures may include right-first-time completion, response against agreed service levels, repeat attendance, open corrective actions, complaint themes, audit findings and document currency. Records demonstrate what was required, delivered, checked and accepted.

This policy reflects quality-management principles but does not claim certification to ISO 9001 or another external standard.

Approved by David Swaddle, Founder, on 30 August 2026.