Scope of the Management System

Unit 14 Lyons Industrial Estate Hetton–le–Hole Tyne & Wear DH5 0RH

ISO9001:2008 Quality Management Systems Manual

Version 12

December 2014

My Network Places/Data on Server/John/Johnw Documents/Network Document Control/ISO007L My Network Places/Data on Server/John/John Documents/Network Document Control/ISO007/K QP12 QP11 QP10 QP9 QP8. QP7 QP6 QP5 QP4 QP3 QP2 QP1 Introduction

December2014 Version12 23.09.2014 21.08.2013 24.08.2012 23.03.2011 07.10.2010 26.01.2010 05.01.2009 09.02.2007 03.08.2007 19.01.2006 Date Quality SystemsManual Version NoVersion 11 10 2 1 9 8 7 6 5 3 CONTENTS Procedures Vehicle Servicing, Repairs And M.O.T Sub-ContractorsOfControl Calibration The CounterOver To SalesThe Public ActionsPreventive FaultsClaims & With DealingComplaints, Compensation Requiring Isolation ManagementSafety & Situations PerformanceReview ManagementRecords ControlDocument Internal Auditing Surveying,Ordering & Installation Developed by Developed          DS/JW Index of Business Index of Procedures Sunter Ltd Training Policy Sunter Ltd Development Policy Sunter DirectionLtd Business StatementSunter Ltd Mission Sunter Ltd Quality Policy ofScope Management System Sunter Sunter Ltd Organisation Chart ProcessCollective Sunter Ltd as Operationsa M.P. JW JW JW JW JW JW JW JW Issued by Issued M.P. JW JW JW JW JW JW JW JW DS

Sunter Brothers, becoming a Limited Company in 1999 and changing the trading name to name trading the changing and 1999 Sunter Ltd. as in 1973 Company in Limited a established becoming were Brothers, contractors Sunter heating and plumbing building, quality Ltd Sunter QUALITYPOLICY SUNTER LTD Manufacturing.andfacilities, Storage forOfficeaboveaddress TheCompany the uses DH5 0RH Wear Tyne& Hetton-le-Hole, Estate,LyonsIndustrial Unit14, isbased at: Ltd Sunter headquarters 7.5.2 7.3 are ISO9001:2008 of clauses from excluded scope: following the therefore completion on inspected physically be cannot that output any produce not does and heating designs supplied customer to works Ltd and Sunter plumbing building, are the business. small apart of sales trade public forms and the Overcounter activities business core of North England. East the contracting throughout The adaptations. of disabled modernisation and refurbishment the covers services social in and premises commercial in working as well as properties private and public system management Ltd Sunter of Scope THE MANAGEMENT SCOPE SYSTEMOF December2014 Version12 STATEMENTMISSIONSUNTER LTD Considerate the of standard principle the business. aspects Constructorsin Schemeallof maintaining and requirements defined customer all with complying to committed fully is Ltd Sunter this to addition In Policy. Development the and Direction Business the in defined are targets Specific improvement. continual of process a through business the and employees our of development the to committed is Company The of England. East North the in Associations Housing and Authorities Local from is work of aspect main The ‘ At Sunter we constantly strive to achieve a culture of excellence, maintaining a maintaining high of a excellence, culture striveto achieve we constantly SunterAt commitment that will continue to develop relationships with both new and existingand with new relationshipsboth to develop continue that will commitment

standard of workmanship: leading the way forward with a level of service and service of forwardwith level the a way workmanship:leading of standard Design & Development&Design Validation of processes for productionforservicesprovisionandprocesses Validation of Quality SystemsManual clients’. Introduction

Key areas of Sunter Ltd’s development policy are:Ltd’sdevelopmentpolicyof areasSunter Key Direction. Business our to pursue incommitment the ongoing needs development their identify are and performance they their ensure maximise to to employees, opportunity every our given all of interests the in implemented been has Policy This DEVELOPMENT SUNTER POLICY LTD OurStrategy: to committed is Company the and performance, our improve and by:achievingthis monitor to is aim Our DIRECTION BUSINESS SUNTER LTD December2014 Version12 intoworkplaceor outcomes the team learningImplementthe individual development the their for purpose the individual is aware of Ensuring that           equipment, therefore creating a positive health and safety culture for all employees all for culture safe safety and and conditions health positive healthy a safe creating work, therefore equipment, of systems safe maintaining and Providing staff outstanding already our on improving people, emphasisingandthereimportance. commitment retention their valuing by local developing and Training them. exceed wherever possible and toexpectations meet customer Continue Equal opportunities for all employeesopportunitiesforallEqual development needstheir identify own employees Encouragingto by team, and individual the for proceduresavailablelearningappropriatemost to the themaccessgiving requirements development specific the Maximising Companyanddevelopment needs Identifyingindividual, team employeesof all Commitment tomthe development links partnerships.and long-term new establishing by achieved be can this base, client our maintain Develop, forgenerations.future environment to maintain the helping therefore aspects, environmental all with complies Company the that Ensuring Companies the undertakings.byanyone andaffected Quality SystemsManual

To continuously monitor and review, promote and deliver best practice including innovation including practice best deliver and promote review, and monitor services, continuously enabling To including excellence, of standards and performance. and processes, people services quality high deliver To OurPromisesinclude: jobs, of smallest the from undertakings Sunter name’. our of areas ‘the in out all carried work all to approach uniform a in have We Contracts. of largest the to excel through to aim we Ltd Sunter At QUALITYPOLICY the required are courses release day if employee, to charge of fromrateof time during payaway their work.usual be employee at his/her will paid free be will training All act and training for needs employees’ all periodically review accordingly. and monitor will Ltd Sunter time. earliest possible training at the CSCS for ensure forward put be thereby will employees New and CSCS. under registered plans are employees its that training its support to resources adequate provide will Ltd Sunter the maintain company the its atlevels all activities. higheststandards of that ensure business, to the measures affect other they all and as practice requirements working statutory changing and legislative with date to up kept are staff supervisory and management that ensure to resources adequate provide will Ltd Sunter arise needs the If trade. their to relevant employees if will required.sanctioned individual’s assessed and be trade training outside the subjects All various in employees. train its to of opportunity training the and have development the to committed is Ltd Sunter December2014 Version12 second is Management Quality and Quality that and ensuring place in times, are Times.nature…..At All morally all and at economically both implemented requirements, Senior all and Directors that Ltd Sunter ensure it. view Managers to wish may who other any contractors, and employees, customers to achieved clients, is policy this of communication the that ensure will We on work Ltd. behalfof Sunter out carrying whilst responsibilities their of aware are levels all at employees Ensure the to skilful and prior maximum totheir potential.of employees training development workforce,and including the trained competent, given a establish to is means financial and information resources time, all commit To that ensuring Customers, of communicationtimes. at allestablishing andpositive commencementof works, needs the on focus To requirements all that are fulfilled. ensuring expectations, Clients with accordance in contracts deliver To all undertakings. across efficiencycompanylonger andterm TRAININGPOLICY Quality SystemsManual

December2014 Version12 Securing work Securing Securingwork (Quotes & Tenders) (Quotes & (Quotes Tenders) 10 12 11 9 8 7 6 5 4 3 2 1 SUNTER LTD OPERATIONS AS A COLLECTION OF OF PROCESSES AS LTD A COLLECTION SUNTEROPERATIONS INDEX OF BUSINESS PROCEDURES BUSINESS INDEX OF Quality Vehicle Servicing, Repairs MOT’s Vehicle&Servicing, Sub-Contractors ControlOf Calibration Sales TheOverCounterThe Public To PreventiveActions Faults &Claims Complaints, Dealing Compensation With Isolation Situations &Requiring Safety Management Performance Review RecordsManagement Control Document Internal Auditing Installing& Surveying,Ordering Quality Quality SystemsManual Planningthe Work Safety,Environmental & Quality (incAudits) PlanningWorkthe Safety,Environmental Quality(incAudits) & Training Supplier Training & Management Management Planning & Review Training& ManagementSupplier Management PlanningManagement Review & ORGANISATION ORGANISATION CHART ManagingBusiness the Managing the Managing Business Health & Health& Safety Health& Safety Doingthe Work On-Site Work Doing Doing Workthe On-Site WorkOn-Site Activities Activities Environmental Environmental Payment Payment

Sunter Ltd have produced this BS EN ISO9001:2008 Quality Systems Manual to reinforce its reinforce to Manual Systems Quality ISO9001:2008 EN BS this produced have Ltd Sunter Director T. Managing Sunter, December2014 Version12 and competency the and provision environmentally service workforce.entire training of the both safe, in quality are of workplaces standard high Ltd’s a to Sunter and of friendly all that ensure will Standards & Safety Health and Environmental Quality, the the class of requirements first the and of a implementations Successful deliver Standard to is Management aim Ltd’s Environmental Sunter serviceto all. Standard, ISO14001:2004 Safety EN & Health BS OHSAS18001:2007 the with Along and clients its with undertakings.the and/or company other come anywho contact may into customers, its all to service quality high a portray and achieve to aims and goals Site Site Operatives SiteManagers SiteOperatives Site Site Managers Quality SystemsManual Management Weatherby) Accountant Management (Mr Keith (Mr Weatherby) Accountant (Mr Keith(Mr (Mrs Maureen(Mrs Sunter) ManagingDirector (Mrs Maureen (Mrs Sunter) (Mr Kevin(Mr Stubbs) (Mr TerrySunter)(Mr (Mr Lee(Mr Sunter) ManagingDirector (Mr KevinStubbs)(Mr (Mr TerrySunter) (Mr (Mr Lee Sunter)Lee (Mr Directors Directors

OfficePersonnel Health, Safety & OfficeManager/ (Mr John Walker)John (Mr

Environmental OfficePersonnel Health, Safety Health, & OfficeManager/ (Mr John(Mr Walker) Environmental Manager Manager Stores Manager Stephenson) Stores ManagerStores (Mr Michael Michael (Mr Operatives Stephenson) (Mr Michael(Mr Operatives Stores Stores

December2014 Version12 SURVEYING, &INSTALLATION ORDERING Quality SystemsManual ISO9001:2008 QP.1

This information is then imputed into the computerimputed forreference.future the isthen This into information is Dept. Stores tiling the at in handed extra / emailed / faxed then any is gathered information The if etc. required baths, of sizes sizes, door internal on client the by given information the gather and check to site on properties the survey will person competent or Manager Site The their asmaterials are in required sequence ordered for available styles/choices worksisdevised.Fromaprogramme this programme of these options/choices, Once we have and colours identifies which installation. pack the choice to send contracts a certain on also Customer We chosen. have properties the of occupiers the that colours of choices the of all always not but most, give these available); and applicable (where Client the fromus to sent are details Referendum client, the fromisawarded contract the After PROCESS3. THE surveyinginstallationsfrom iscontract to procedure installation stages. Theof scopethe 2. SCOPE contracts. on workprocess installation overallof for the proceduredescribe stages Theofthe aim the is to 1. PURPOSE December2014 Version12 Site by Qualified propertybyTradesmen. The materialsare the into fitted collected and site relevant the for points site. employees to delivered and collection into Sheet, placed Requisition are Site materials a The in fax will Manager Site the (whereapplicable)(see requestingmaterials 3). fordaythe appendix following required, are materials the When inQP6.found be can with dealtare goods damaged how of Details ofrequirement. order in stored materialsare These office. Head Ltd Sunter to delivered and suppliers relevant with ordered are Materials Description the dependingprocess varymay onsize the natureand ofworks. the Note…theabove procedure isfollowed on majorcontracts repetitive with onsmallworks, contracts BY GENERATEDTHE 4. PROCESSRECORDS 10.12.2014 21.08.2013 24.08.2012 07.10.2010 26.01.2010 05.01.2009 09.02.2007 17/11/2005 Date Quality SystemsManual Version NoVersion Whereraised 12 10 9 7 6 5 3 1 Developed by Developed . MP JW JW JW JW JW JW JW Whereretained Issued by Issued MP JW JW JW JW JW JW JW

Specific material review and orders andSpecific review material review Subcontractorappointment and of workSequence Produceprogram/ ClientConsultant Related) (Architect,Requestinformation or etc)deliveries, completion dates commencement, (meetings, –set Agreemilestone PRE-CONTRACT CONTRACTSMANAGERS RESPONSIBILITIES December2014 Version12 Costing Evaluation Snagging CONTRACTPOST contractors subSuppliersand payment Costing,of review monthly Daily, KPI and or meetings weekly monitoringQuality Performance monitoring reviewProgressmonitoring and CONTRACT reviewsafety start healthandPre meeting- targets Set labour manualstaff,labour transport. and management Resource site labour – Survey/ Sitemeasuring office welfare, storage and includingset Siteup Estimator and Director Estimator and Discussions between theDiscussions between Directors determines the price is to be is to submitted price scope of work and if a if worka of and scope Architect/ Surveyor agree margintobe agree Estimator andDirector Discussions between theDiscussions between Tender document Tender document Directors determinesthe Directors price is to be submittedprice be is to scope of workaofandscope if Architect/ Surveyor agree margin to be agree margintobe received from Tender document Tender received from received added added TENDERING PROCESS TENDERINGPROCESS Quality SystemsManual securely Tendersecurely the in location file If not If accepted, documentsheld securely in fileTender the location for 6 thenfor months disposed of Ifaccepted,not documents held formonths 6 then disposed of Tender submittedand Tender Subcontract/Supplier Subcontract/Supplier Acknowledgement of record keptinmain record enquiries sentout enquiries Tender submitted and Tender submittedand Subcontract/Supplier Subcontract/Supplier of Acknowledgement record keptinmain receipt issued enquiries sentout main office. main receipt issued receipt main main office. office office If accepted, fully priced If accepted,fullypriced Drawings/Specification from Bills of Quantities from BillsofQuantities Brief details ofTender Brief details issued toLS,andKS issued including returndate document submitted Estimate assessed If accepted, fullypriced If accepted, Drawings/Specification from BillsofQuantities Brief details of Tender Brief detailsofTender issued toLS,andKS including returndate including document submitted document Estimate assessed Estimate assessed or or

scope of of scopeworks. theonprocess tothe for Therearedepending Theworksprocedureissite variations specific. INSTALLING PROCESS December2014 Version12 Covering 10. Step Floor Step 4: PlasterWorkStep Take Take measurements Giving Customer the make arrangements make due to be surveyed. or dates.rearrange Step1. Demolition: thatpropertythe is adequate tonotice Inform Inform Tenantthe Covering StepFloor 10. Step4: PlasterWork toof room bethe GivingCustomerthe Takemeasurements makearrangements due todue besurveyed. or rearrangeor dates. Step 1. Demolition:Step that the that isproperty adequatenotice to InformTenantthe ofroomthe to be Step 7. JoineryStep take existingtake installation renovated. SecondFix Step 7. Joinery take existing installation renovated. SecondFix SURVEYING PROCESSSURVEYING Quality SystemsManual Step 8. WallStep Tiling anyextrastenant the and be whatwill they renovations that are wantsadding to the introductions:where the will survey note the isfrom surveyor remedial works remedial and DuringSurvey:the not includednot the in doing. surveydoing. (see ensure all jobsall ensure are Step 8. Wall Tiling anyextras the tenant preparation works and whattheyand be will Bathroom / Other renovations are that Step 2. CarryStep out Step 5. KitchenStep / wantsadding to the whereintroductions: Carrying out theout Carrying the surveythenote will surveyorthe isfrom During the During Survey: remedialworksand Step 11. Step Check not in included the doing.(see survey ensurejobs all are any remedial anyremedial / preparationworks Bathroom Bathroom Other / Step 2. Carry out Step 5. Kitchen / Carrying theout StepCheck11. Installation complete. complete. anyremedial / survey: survey: - scope. Installation complete. sheet) survey:- scope. sheet) Handover InspectionManager and 12. Step Cleaning, Site Electrical / Electrical Plumbing 6. SecondStep Fix Handover ManagerandInspection StepCleaning, 12. Site ElectricalPlumbing / Step6. SecondFix Electrical / Electrical Plumbing Step 9. Decoration.Step Start Dates. AnswerStartDates. ElectricalPlumbing / processofwork the Step 3.Fix Step First Step9. Decoration. Give the Give Customer Explain the surveytheExplain anyquestions that tobecarried out. StartDates. Answer process and theprocess and processof the work Step3.FirstFix GiveCustomerthe Explain survey the anyquestions that to to out. be carried processand the may arise. may may arise.

December2014 Version12 DEPARTMENT STORES MATERIALSFOR FROM COLLECTION SITE OF surveys the surveys property INTERNAL SYSTEMSALES STOCK order for site Operativeplacesan Supervisor / Operative byIdentified Requirement Material TheSiteManager informationto the surveyspropertythe Stores ManagerStores order order site for Operative placesan Supervisor/ Operative Identified by Material Requirement The The Site Manager information toinformation the faxes and the Stores Manager and thefaxes SITE ORDERING ORDERING PROCEDURESITE the requiredmaterialsthe readyfor the storethe man, who out puts all Thefax iscopied givenand to sheet to the sheet Manager.Stores Managerafaxes requisition the requiredmaterials ready for the puts store man, who allout The The andfax is copied givento sheettoStores the Manager. Manager faxes Manager requisition a Whenrequired, Sitethe collection the nextthecollection day. When required, theWhenrequired, Site collection day.nextthe Quality SystemsManual from Stores PurchaseStoresfrom Orders System updated data with Inventory FF Pro Stock from Storesfrom Purchase Orders Systemupdated with data InventoryFF Pro Stock costing jobaccounts for ontoPasses referencenumber givena site order a andspecific site Itemisbookedout to Staff handedto Storesin Ordercompleted and Stores Purchase costing accountsfor job Passes on to reference number ordergivena site specific sitea and Item is bookedtoout Staff inhanded to Stores completed Order and PurchaseStores The The Manager Stores Orders the Orders required materialsthe from relevant suppliersrelevant TheStores Manager Ordersrequiredthe materials from materials the relevantsuppliers

employeestakenand to for to site installation collected by site the employees and employees taken Thematerials are tositeinstallation for collected by collected sitethe site Operative for use on Materialsgivento isupdated controlStock system The areThe materials site Operative useon for given Materials to is updated controlStocksystem Replenishstock Replenish stockReplenish Replenish stockReplenish Replenishstock stored intostoredspecific site areas and packsareasareand Upondelivery of the put individual up for stored into specific site materials,arethey areasand packsare Upon delivery Upondelivery of the put up for upputfor individual materials, materials, are they houses. houses.

December2014 Version12 Quality SystemsManual INTERNAL AUDITING ISO9001:2008 QP.2

schedule, controlling the schedule and making sure the audits get done to an acceptable acceptable toan get auditsmakingdone sure schedule the and the schedule, controlling the onaudits of the carryingout some forManager:scheduling Responsibleaudits, Quality AND 3. ROLES RESPONSIBILITIES internal quality covers audits.procedure Theof scopethis 2. SCOPE following benefits: should the deliver this implementation procedure of recorded. andEffective followedup scheduled, executed, are auditsmanner in internal whichprocedurequality definethe Theofaim the is to PURPOSE December2014 Version12 # the area.problem outside of needforaction preventive the assessarea, soand arisein another potentially can resolvedand in areaone identified awhether example problemthe to summarisedfindings.For consider through of consideration be potentialapplied to foractions preventive the Those assess review present shall meetings. at performance shall presented and periodically summarised Auditnon-conformances be ACTION6. PREVENTIVE corrective carryingout action.the delays in are undue no there basis that periodicto ensure a corrective on status action Theprogramrecurrence.auditisresponsibleforreviewing manager the eliminatechance of reduceviableCorrectiveactionshould implementation. wherever economically or its effective verifying correctivethe for is responsible internal auditor action, of forthe deciding oncourse Theauditee is responsible raised.all Correctiveactionisrequired onnon-conformances audit ACTION5. CORRECTIVE non-conformances.identified verifyingclosure effective of others for analysisand by to enable detailed sufficiently are reports ensuring audit that forquality, acceptable to andan toauditsschedule out carrying Auditor: for Responsible disagreement.an event auditor/auditee of inthe of arbitration The quality isthe pointfirst manager to management. findings of audit reportingstandard,and Maintain conformance to ISO 9001requirements conformance to ISO Maintain communication effectiveness channels of the Establish requirements opportunities for improvement training and Identify requirements toplace meet customer are in order controls in operational effective whether Establish 21.08.2013 24.08.2012 07.10.2010 26.01.2010 05.01.2009 09.02.2007 16/01/2006 31/10/2005 Date Quality SystemsManual Version NoVersion 10 9 7 6 5 3 2 1 Proposed by Proposed J.W./ D.S. J.W./ M.P. JW JW JW JW JW JW Issued by Issued M.P./ K.S. M.P./ M.P. JW JW JW JW JW JW

Quality Systems Manual

PROCESS FLOW

Internal Audit ProgramInternal Audit Quality Manager develops Program auditQuality program Manager and remindsdevelops auditorsaudit program as and whenand reminds audits fallauditors due as and when audits fall due

Auditor fixes up convenient timeAuditor for audit fixes with up convenientauditee andtime carries for audit out thewith audit auditee and carries out the audit

Internal Audit ReportInternal Audit Auditor writes up audit on Report reportAuditor form writes - copy up to audit Quality on Managerreport form and -Auditee copy to Quality Manager and Auditee

Y Auditor/auditee agree timescale N/Cs raised? forAuditor/auditee closure and auditor agree verifies timescale N/Cs raised? closurefor closure after thatand timeauditor has verifies elapsedclosure after that time has elapsed N In the event that the auditee In the event that the auditee Audit is closed, central either disputes the findings or either disputes the findings or recordsAudit ismaintained closed, central by Quality refuses to co-operate, the refuses to co-operate, the Managerrecords maintained by Quality auditor must refer the problem Manager to auditorthe Quality must Manager refer the forproblem arbitrationto the Quality or escalation Manager for arbitration or escalation

Management ReviewManagement Minutes Quality Manager periodically Review Minutes summarisesQuality Manager audit findings periodically forsummarises management audit review findings analysisfor management review analysis

December 2014 Version 12

INTERNAL AUDIT PROGRAM (ANNUAL SUMMARY)

Audit Scope Control Documents Responsible Internal Frequency Person Auditor (Months) (Auditee)

Supplier Sub-Contractor List Project TBC 12 Management & Purchasing Records Managers Purchasing Goods Inward Control Stores Manager/ Records Stores Person Preparation of Quotation & Tender Project TBC 12 Quotes & Documents Manager/ Tenders Quantity Surveyor Planning of Work Programs Projects TBC 12 Work Managers On Site Foreman’s Notes & Site Supervisors TBC 12 Activities Control Sheets Work Programs Isolation Procedure QP6 Surveying, ordering & installing Procedure QP1 Complaints & Complaint Summary Receptionist/ TBC 12 Faults Sheet Office Assistant Snagging Summary Administration Sheet Corrective Action Procedure Complaints, Compensation & Faults Procedure QP7 Management of Internal Audit Administration TBC 12 QMS Processes Procedure QP2 Performance Review Procedure QP5 Preventive Action Procedure QP8 Document Control Procedure QP3 Records Management Procedure QP4 Safety Safety Inspection Health and TBC 12 Management Records safety Manager PAT Test Records Equipment Vehicle MOT, Stores TBC 12 Maintenance Servicing and Repair Manager / Records Mechanic Gas Tester Calibration Records Fork Lift Records

ISO 9001: 2008 INTERNAL AUDIT FORM

AUDIT INFORMATION Area or Activity being Audited… Audit No… Auditor… Auditee… Audit Date… Audit Time… Audit Location… AUDIT SUMMARY

DETAILS OF NON-CONFORMANCE(S) RAISED

CORRECTIVE ACTION PROPOSED Target Date for Completion…

FOLLOW-UP OF CORRECTIVE ACTION PROPOSED Completed… … Yes (Verified) … No (Not Verified)

AUDIT OUTCOME Verified Not Verified Audit Closed… Yes Corrective Action Outstanding … No Note… If Audit is Verified, Sign below and get the Auditee to sign also and hand in the completed sheet to the Lead Auditor. If Corrective Action is not completed, list items in the column opposite and give a copy to the Lead Auditor and the Auditee. Arrange a date with the Auditee to reassess the Outstanding Corrective Action. Outstanding Corrective Action Verified… Yes … No AUDIT SIGNED OFF AND CLOSED (Once Verified as Complete) Auditor… Auditee… Date… My Network Places/Data on Server/John/John Documents/Network Document Control/ISO Documents/ISO001A

INTERNAL AUDIT SCHEDULE – 2013-2016

The table below shows the scheduled months of internal Audits. Specific dates within that month will be determined at the beginning of the named month. This flexibility allows for the Auditor and Auditees work load to be taken into consideration.

QP No Next Scheduled Next Scheduled Next Scheduled Next Scheduled & Title Audit Date 2013 Audit Date 2014 Audit Date 2015 Audit Date 2016 1 October October October October 2 February February February February 3 November November November November 4 September September September September 5 August August August August 6 January January January January 7 May May May May 8 December December December December 9 March March March March 10 April April April April 11 June June June June 12 July July July July

This Schedule will be carried forward within each revision of the Systems Manual and amended to suit.

Audit times are scheduled every twelve months. Allowances are to be made if audit periods fluctuate due to unforeseen circumstances.

Audits reminders will be given to the Lead Auditor via Microsoft Outlook on the first working day of each month. The Lead Auditor can then delegate the QP Audit to an ISO Qualified Auditor to arrange with the Auditee.

ISO9001:2008 DOCUMENT CONTROL

Date Version No Developed by Issued by 1/10/2005 1 D.S./ M.P. M.P. 09.02.2007 3 JW JW 05.01.2009 5 JW JW 26.01.2010 6 JW JW 07.10.2010 7 JW JW 21.08.2013 10 JW JW 23.09.2014 11 JW JW

1. PURPOSE

The aim of the procedure is to describe the systems that are used to ensure that the correct versions of appropriate documents are available at the point of use, that redundant documentation is removed and archived or destroyed as appropriate, and the system that is used to identify the status of documents so that users can verify the currency of any documentation.

2. SCOPE

This procedure covers all quality critical documentation used by Sunter Ltd and also any similar customer supplied documents that are used by Sunter Ltd for operational purposes.

3. DOCUMENT CONTROL PROCEDURE

For every document that Sunter Limited uses, there will be an assigned document owner.

The document owner will be responsible for the content and the maintenance of their assigned documents. The document owner will sigh and date a master copy of the document to be kept in the Master Document Folder. The Master Document Folder is kept in the main office filing system. The document owner is responsible for the reissue of any changes made and to signed, date, replace and update the Master Document Folder.

4. ROLES AND RESPONSIBILITIES

Description of the roles undertaken by each person/dept etc that plays a part in the process.

All internal documents that Sunter Limited generate and use are internally audited to ensure they are current every six months. All current and newly identified external forms that Sunter Limited uses are appointed a document owner. The Administration staff are responsible for storing and filing the external documents in a centralised file. The Administration staff are responsible for the distribution of the external forms.

5. DOCUMENT REGISTER The Document register is to use as a point of reference to locate specific documents. The document control register is located in the main office By The Lead Auditor. An electronic version is also stored on the Server.

5. PROCESS FLOW

A need for a document A needis identified for a document is identified

Document is produced and assignedDocument a unique is produced document and assignedregister a unique number document register number

The document is assigned a Thedocument document owner is assigned a document owner

The document is produced as a master copyThe and document kept in isthe produced document as register a master copyfile. and Location: kept in the -main document office register file. Location: -main office

All internal documents are internally auditedAll internal every documents twelve months are internally or as requiredaudited to every ensure twelve they monthsare current. or as required to ensure they are current.

Document Register All Documents are located at: My Network Places/Data on Server/John/Johnw Documents/Network Document Control/ ADD LOCATION Doc Revision Work Area Document Details Location Number Number Purchasing PU001 Suppliers Order B Purchasing PU002 House Survey Sheet A Purchasing PU003 Site to Stores Daily Requisition Sheet Purchasing

Invoicing IN001 V.A.T. Invoice B Invoicing IN002 Blank Letterhead B Invoicing IN003 Suppliers Order B Invoicing IN004 Application for payment Form Invoicing

Estimating ES001 Application for Payment A Estimating ES004 Invitation to Supplier A Estimating

Site Surveying SU001 House Surveys – Building Surveying SU002 House Surveys - Heating A Surveying SU003 House Surveys - Bathroom Surveying House Surveys – Window & Door Survey SU004 & Contract A Surveying SU005 Bathroom Take Off Sheet A Surveying SU006 Void Property Survey Form - Internal

Time Sheets TS001 Time Sheet – All Employees Time Sheets TS002 Time Sheet/Measure – Trade Specific Time Sheets TS003 Time Sheet & Scoring Matrix Time Sheets

Complaints CO002 Complaint/ Database Instructions for Use Complaints

Health & Safety HS001 H & S Questionnaire for Contractors A Health & Safety HS002 HS003 First Aid Requisition Health & Safety HS004 Gas Installation Test Certificate Health & Safety HS005 Access Equipment Visual Inspection Sheet Health & Safety HS006 Safeguarding Vulnerable People - Report HS007 Form Health & Safety HS008 CSCS H&S Book Loan Form Health & Safety HS009 CSCS H&S CD Loan Form Health & Safety

HS010 Fire Extinguisher Loan & User Agreement Health & Safety HS011 Accident Report Form Health & Safety Breach of H&S – Employee Notification & HS012 response Health & Safety HS013 Employee DSE Eye Test Form Health & Safety HS014 Health & Safety Policy – Current Year Health & Safety HS015 HS016 HS017 HS018 HS019 Easi-Dec Scaffolding System Inspection HS020 Sheet Health & Safety Company Policies – Acceptance of HS021 Availability Health & Safety Gas Safe Engineers Equipment pack - HS022 Contents Health & Safety Plant & Handtool Rules & Regulations HS023 Acceptance Health & Safety HS024 On-Site Incident Investigation Report Health & Safety First Aid Box – First Aiders Info & Material HS025 Requisition Health & Safety Site Managers Work In Progress HS026 Inspection Form Health & Safety Site Managers Work In Progress Form HS027 (externals) Health & Safety HS028 Sunter Ltd PAT Certificate Health & Safety HS029 Toilet Key Signing Out – In Form Health & Safety HS030 Health & Safety Strategy Health & Safety HS031 Racking & Stockyard Inspection Checklist Health & Safety Safety, Health & Environmental (SHE) HS032 Inspection Health & Safety HS033 Site Induction – Basic Information Health & Safety HS034 Site Induction Register (2014) Health & Safety HS035 Fire Alarm Check Log Health & Safety

Employees EM003 Employees Details – Update Sheet A Employees EM004 Suggestion Forms Employees EM005 Uniform Sizes Employees EM006 Ethnic Questionnaire Employees EM007 Holiday Request Form Employees EM008 Absence Form Employees EM009 Employee Application Form Employees EM010 Employee Details Update Memo Employees EM011 Cancel Holiday Request Employees EM012 Email Request - Employees Employees

EM013 Employees Contract - Blank Employees EM014 Employee Handbook – Current Version Employees

Appraisals AP001 Employee Self Assessment Form Appraisals AP002 Employee Assessment Criteria Appraisals AP003 Employee Matrix Assessment Criteria Appraisals AP004 Employee Development Form Appraisals

Training TR001 CSCS Card Timeline - Employees A Training CSCS Card Timeline – Approved TR002 Contractors Training TR003 Sunter Employees Training Matrix A Training GAS SAFE – Qualification Timeline TR004 (Employees) Training GAS SAFE – Qualification Timeline TR005 (Trainees) Training GAS SAFE - Qualification Timeline TR006 (Contractors) Training

Plant/Vehicl Drivers Daily Vehicle Check & Defect es PL001 Report Plant & Vehicles PL002 Plant Loan Sheet A Plant & Vehicles PL005 Vehicle Cleaning Register Plant & Vehicles PL006 Vehicle Fault Reporting Sheet A Plant & Vehicles PL007 Vehicle Damage Report Plant & Vehicles PL008 Plant Return Register A Plant & Vehicles PL009 Daily Plant Movement Form A Plant & Vehicles PL010 Monthly Plant Re-Call Sheet Plant & Vehicles PL011 Vehicle Returns Form Plant & Vehicles PL012 Vehicle Daily Movement Sheet Plant & Vehicles PL013 Vehicle Loan Sheet Plant & Vehicles PL014 Preliminary Motor Accident Report Form Plant & Vehicles PL015 Sunter Ltd Monthly Plant recall Plant & Vehicles PL016 Company Vehicles MOT & Service Dates Plant & Vehicles PL017 Access Equipment Loan Form Plant & Vehicles PL018 Access Equipment Daily Movement Form A Plant & Vehicles PL019 Access Equipment Return Register A Plant & Vehicles PL020 Access Monthly Recall Plant & Vehicles

Subcontract or SC001 Sub Contractor Payment Certificate Sub Contractor Sub Contractor Notification of SC002 Unavailability for Work Sub Contractor SC003 Sub Contractor Questionnaire Sub Contractor Sub Contractor – Agreement of Sunter SC004 Policies Sub Contractor

SC005 Sub-Contractor PPE Information A Sub Contractor Start Dates ST001 Survey Letter (DAMHA) A Start Dates ST002 Start Date Letter (DAMHA) A Start Dates ST003 Improvement to your Home Letter A Start Dates ST004 Kitchen Start Date Letter (DAMHA) A Start Dates

Quality QU001 Heating Quality Checklist Quality

Administrati on AD001 Master Job Number Sheet Administration AD002 Staff Booking Out Form Administration AD003 Arch Lever File Titles Administration AD004 Photocopier Trouble shooter Guide Administration AD005 Contract Numbers Allocation Form Administration AD006 Meeting Minutes Template B Administration AD007 Meeting Agenda Template Administration AD008 Memo Blank Administration AD009 Blank Fax A Administration AD010 Myson Address Labels Administration AD011 Valor Fire Blank Rebate Letter C Administration AD012 Pegler Blank Claim Form D Administration AD013 Internal Stock System Check Form A Administration Employee Information File – Content AD014 Form Administration Employee Information File – Content AD015 Form- Trainee Administration Sub Contractor Information File – AD016 Content Form Administration AD017 Resident Disclaimer Form A Administration AD018 Material Allocation – Stock to Site Administration AD019 Monthly Stores Sales - Summary Administration Stores Account Monthly Material AD020 Allocation Administration Purchase of Fire Surround (Customer AD021 Acceptance) Administration ISO Documents ISO001 ISO 9001:2008 Internal Audit Report B ISO Documents ISO002 ISO 9001:2008 Audit Scope B ISO Documents ISO003 ISO14001:2004 Internal Audit Report A ISO Documents ISO004 ISO14001:2004 Audit Scope A ISO Documents ISO005 OSHAS18001;2007 Internal Audit Report A ISO Documents ISO006 OSHAS 18001:2007 Audit Scope A ISO Documents ISO 9001 Quality Management System ISO007 Manual ISO Documents ISO 14001 Enviro Management Systems IS0008 Manual ISO Documents

OSHAS 18001:2007 Health & Safety ISO009 Systems Manual ISO Documents Policies & Policies & POL001 Equality & Diversity Policy Procedures Policies & Procedures POL002 Safeguarding Vulnerable People Policy Procedures Policies & POL003 Accident & Incident Procedure A Procedures Policies & POL004 Bullying & Harassment Policy Procedures Disability Discrimination Act (DDA) Policies & POL005 Company Policy Procedures Policies & POL006 Training Policy Procedures Policies & POL007 Customer Care Policy Procedures Policies & POL008 Smoke Free Policy Procedures Policies & POL009 Display Screen Equipment Policy Procedures Policies & POL010 Information & Security Policy Procedures Policies & POL011 Green Policy Procedures Policies & POL012 Caller ID Policy Procedures Policies & POL013 Sustainable Procurement Policy Procedures Plant – Maintenance & Defect Reporting Policies & POL014 Procedure Procedures Policies & POL015 Anti-Bribery & Corruption Policy Procedures Company Uniform & Hi-Vis Clothing Policies & POL016 Wearing Policy Procedures Policies & POL017 Drugs & Alcohol Company Policy Procedures Policies & POL018 Electronic Equipment Company Policy Procedures Policies & POL019 Business Continuity Plan Procedures Sequence of Works – Kitchen & Electrical Morrison/Home Morrison MH001 Upgrades Group Home Morrison/Home Group MH002 Start Date – Without Boiler Group Sequence of Works – Kitchen & Boiler Morrison/Home MH003 Upgrades Group Morrison/Home MH004 Start Date – With Boiler Group

Morrison/Home MH005 Start Date - Bathrooms Group

Sequence of Works – Kitchen & Electrical MEARS ME001 Upgrade MEARS ME002 Start Date without Boiler MEARS

PAS2030 PAS01 PAS2030 Systems Manual PAS02 Internal Audit Form PAS03 Internal Audit Scope Four Housing 4H01 Start Date – Mods A Four Housing 4H02 Asbestos Enabling Works A Four Housing 4H03 Electrical Isolator A Four Housing 4H04 Bathroom Questionnaire A Four Housing 4H05 Bathroom Survey A Four Housing 4H06 Start Date - Bathrooms A Four Housing 4H07 Heating Questionnaire A Four Housing 4H08 Heating Survey A Four Housing 4H09 Kitchen Customers Satisfaction Survey B Four Housing 4H10 Bathroom Customer Satisfaction Survey B Four Housing 4H11 Introduction – Full Mods A Four Housing 4H12 Introduction - Bathroom A Four Housing 4H13 Kitchen Questionnaire A Four Housing 4H14 Start Date Letter A Four Housing 4H15 Heating Customer Satisfaction Survey B Four Housing 4H16 Start Dates - Kitchen A Four Housing 4H17 Bathroom Colour Choice (Gerflor) A Four Housing Kitchen Colour Choice (Gerflor & 4H18 Ashbourne) A Four Housing Kitchen & Heating Installation (Sequence 4H19 of Work) A Four Housing 4H20 Kitchen Installation (Sequence of Work) A Four Housing 4H21 Kitchen Electric Works A Four Housing 4H22 Wall – Floor Choice Letter A Four Housing 4H23 Introduction - Kitchen A Four Housing 4H24 Start Date – Combi Boiler (No Fire) A Four Housing 4H25 Introduction Letter – Heating Works A Four Housing

DAMHA DAMHA 01 Heating Start Date Letter DAMHA QP.4

ISO9001:2008

RECORDS MANAGEMENT

Date Version No Proposed by Issued by 9/10/2005 1 M.P./ K.S K.S. 09.02.2007 3 JW JW 05.01.2009 5 JW JW

26.01.2010 6 JW JW 07.10.2010 7 JW JW 21.08.2013 10 JW JW

1. PURPOSE

The aim of the procedure is to define the storage and retention requirements and controls of records generated by Sunter Ltd in the course of delivering its business.

2. SCOPE

This procedure covers all records generated by Sunter Ltd in the course of delivering its business.

3. RECORDS MANAGEMENT

The attached table identifies the range of records generated by Sunter Ltd and the controls applied to their storage and retention.

Storage Location Minimum Method of Notes (Hard/ retention disposal Soft) period Personnel Training Hard Personnel File in accounts office Throughout the Only authorised staff has period the Disposed of access to personnel individual works securely records. A copy of all for Sunter Ltd. employees training and Plus a minimum qualifications are kept on file of 3 years after in the Accounts office employment Invoices Hard File in accounts office Seven years Disposed of Invoices are kept securely alphabetically in files for seven years

Enquiries Hard Located in main office kept by the 6 Months Disposed of A summary of the enquiry is Company Director(s) securely kept on file

Tenders Hard/ Soft Located in main office kept by the 6 Months Disposed of Forms of tender and results (CD) Company Director(s) Or until the securely are kept on file completion of an awarded Contract. Store Managers Computer Indefinitely Not deleted A historical record of all Supplier Records Location: - Server\data\John\My purchases are kept Soft Documents

P.A.T. Tests Hard File in store Managers office P.A.T. test Not deleted Assessed every six month. records are kept Each item of plant is permanently for numbered. reference An electric reminder give an purposes indication when a P.A.T. test is due, then updated. Subcontract Soft Location: - Open Microsoft Outlook Permanent Not Applicable Location: - Open Microsoft Records | Select Go | Folder List | Click on Outlook | Select Go | Folder Public Address Book List | Click on Public Address Book

Personnel Records Hard File in Accounts Office individual file. Throughout the Disposed of Only Authorised Staff have period to Securely access to personnel individual works records. A copy of all for Sunter Ltd. employees qualification and Plus a minimum training are kept on file in of 3 years after the Accounts office employment Employee Driving Hard/ Soft Individual employees file Throughout the Disposed of Every employee is required Licence Checks Location: - Accounts office period to securely to bring in a copy of their individual works driving licence annually to for Sunter Ltd. check that they have not Plus a minimum been banned. The Driving of 3 years after Licence request letter employment location: - Server\data\Chris\My Documents

Fork Lift Truck Hard Location: - Access Equipment File in Permanently Disposed of The Fork Lift Truck is Inspection Details the Health and Safety Managers throughout the securely inspected externally on an office period the Fork annual basis Lift Truck is in use by Sunter Ltd

Work in progress Hard/ Soft Location: - Site reference file in the Through out the Not Applicable Every job that Sunter have mane office. period of work in conducted work on has a Soft Location: - progress then site reference. A permanent Server\data\Kevin\My indefinitely when record is kept of every job Documents\Contracts work is complete Sunter have completed onsite Server\data\Lee\My Documents\CONTRACTS

Site Reference; Hard/ Soft Location: - Site Reference files in Indefinitely for Not Applicable Every job that Sunter have work that Sunter the Main office. Soft Location: - reference conducted work on has a have completed Server\data\Kevin\My site reference. A permanent Documents\Contracts record is kept of every job Sunter have completed Server\data\Lee\My onsite Documents\CONTRACTS M.O.T. Hard Individual Vehicle file kept by the Permanently Disposed of Every vehicle that is three H&S Manager while each securely years old is required by law vehicle is in use to undertake an M.O.T. by Sunter. Every vehicle that is three years and older undertake an M.O.T. externally on an annual basis.

Vehicle Service Hard Individual Vehicle file kept by the Permanently Disposed of Every vehicle undertakes an H&S Manager while each securely interim inspection every six vehicle is in use months and a major service by Sunter. annually. Audit Reports Hard/ Soft Location: Server/data/John\My Permanently Not Applicable Records are kept for Documents/ISO/9001/Audit Reports management review.

File in the main office

Customer Soft Location: Permanently Not Applicable Records are kept for Complaints/ Faults Server/F/Complaints Database management review.

Compensation Hard Location: Permanently Not Applicable Records are kept for claims Given to Managing Director to management review. assess.

Site Supervisor Hard Individual site supervisors office Stored for 7 Disposed of Anything that is referred t is Records years securely stored for future reference

ISO9001:2008 PERFORMANCE REVIEW

Date Version No Proposed by Issued by 8/12/2005 1 M.P. K.S. 09.02.2007 3 JW JW 20.02.2008 4 JW JW 05.01.09 5 JW JW 26.01.2010 6 JW JW 07.10.2010 7 JW JW 21.08.2013 10 JW JW 23.09.2014 11 JW JW

1. PURPOSE

The aim of the procedure is to define the systems and mechanisms used by Sunter Ltd. To analyse, verify and review the effectiveness of its service delivery.

2. SCOPE

This procedure covers the mechanisms used to review performance at operational (job) level, strategic level and internally at team and individual performance level.

3. PERFORMANCE REVIEW SYSTEMS

Performance review in Sunter Ltd is managed through the system detailed in the following table:

Frequency Attendees Agenda Records Written minutes are kept of every Weekly Management Periodically, when MD, Directors, All business issues meeting. Meetings required Managers Every attendee gets a copy of the (if available) minutes. (via Email or paper copy) Records are kept electronically for future reference. Written presentation of every talk are Toolbox Talks Periodically, when Health and Safety Safe working practices kept and presented on MS PowerPoint. required Manager and site Hand outs of every Tool Box Talk are operatives given to site operatives. Hard copies are kept on file, site office and head office. Matters arising from Progress Meetings Arranged by Client Directors, previous meeting Minutes are kept and filed in the main Supervisors and Contractors report office and onsite Housing officers Client/ Customer issues Satisfaction survey Health and Safety matters Sub-Contractor monitoring Direct Site Manager The employees’ role in Employee Appraisals Continuous to assess on a the company, their Formal time sheets give up to date weekly basis via performance and evaluation of an employees overall weekly contribution to the performance. time/evaluation business. sheet.

December 2014 Version 12 Quality Systems Manual

ISO9001:2008 SAFETY MANAGEMENT & SITUATIONS REQUIRING ISOLATION ACTIVITY

Date Version No Proposed by Agreed by 6/12/2005 1 M.P. K.S/J.L./J.W. 09.02.2007 3 JW JW 05.01.2009 5 JW JW 26.01.2010 6 JW JW 07.10.10 7 JW JW 23.03.2011 8 JW JW 24.08.2012 9 JW JW 21.08.2013 10 JW JW

1. PURPOSE

The aim of the procedure is to identify the controls that should be applied in the event that a situation or item requires isolating either to prevent its unintended use or in order to avoid further risk to personnel, customers or the public, pending remedial action.

2. SCOPE

The specific situations that are encountered in the course of Sunter Ltd delivering its business, and therefore covered by this procedure are:

✔ Identifying damaged goods in the stores area to prevent unintended use of defective or damaged materials. ✔ Identification of the action that should be taken in the event of a hazardous onsite situation e.g. discovery of asbestos ✔ Action to be taken in the event that a house is too dirty to enable work to start

3. DEALING WITH DAMAGED/UNSUITABLE STORES ITEMS

Stores person is informed of defective or damaged goods by a site manager or an operative and brought back to the yard. The stores person visually checks the item or the Stores Manager if the stores person is not available. If the item is found to be defective they are put into the designated area in the storeroom.

The relevant supplier is then informed. The information given to the supplier includes item details and invoice number. He tells them that he has visually checked the item and arranges with the supplier to replace and pick up reject item(s).

A defective or damaged item supplied on delivery that is found to be defective or damaged on checking at point of delivery will not be accepted.

If the item is packaged and found to be defective or damaged after unpacking gets put into the designated area and arranged to be picked up and replaced by the supplier.

4. ASBESTOS

Asbestos is dealt with in accordance to the Asbestos Awareness Training received by employees and with other data received from Clients (Project Specific).

5. HYGIENE OR HEALTH AND SAFETY PROBLEM WITH THE PROPERTY

Pre contract meeting is held detailingPre contract all aspect meeting of theis held contract,detailing including all aspect for of the the contract,purposes including of QP6: for the Health & Safetypurposes of QP6: HygieneHealth Issues& Safety OtherHygiene Issues Other

No Issues regarding Health & Issues raised that require further SafetyNo Issues and/or regarding Hygiene Healthfound & investigationIssues raised and/or that require attention further Safety and/or Hygiene found investigation and/or attention

A visit is arranged by the Client toA visit visit to is assess arranged any by potential the Client to visit toproblems. assess any potential problems.

A decision is made by the Client toA whether decision the is madeproperty by theis fit Client to tobe whether passed the to Sunterproperty Ltd is fit to be passed to Sunter Ltd

Yes No Yes No

Sunter Ltd Health & Safety ManagerSunter and/or Ltd Health Site Manager & Safety inspectsManager the and/or property Site to Manager asses priorinspects to the thecommencement property to asses of prior to thework commencement of work

Yes No Yes No

Action is taken by Sunter, the ClientAction and is anytaken other by Sunter, relevant the partyClient to bring and theany property other relevant up to aparty safe toand bring hygienic the property standard up to thata safe will allowand hygienic a safe working standard that willenvironment allow a safe working Property passed as fit to environment Propertycommence passed work as fit to commence work Yes No Yes No

HEALTH & SAFETY AUDIT/INSPECTION PROCEDURE

When Sunter Ltd works on site either as a Principal Contractor or as a contractor to another company, we have legal obligations to ensure the safe working environment of all who come into contact with our undertakings. With this H&S audits are carried out by the Health & Safety Manager along with the Site Manager. The following is a generic procedure on how this takes place (note this may change from site to site, depending on Clients demands) This flow chart shows the procedure after all is in place and the site is working:

H&S Manager evaluates the site via the ConstructionH&S Manager Phase evaluates Health & theSafety site Planvia the to Constructionassess any Phase potential Health problems & Safety Plan to assess any potential problems

Two types of audit / inspection can be Two types ofcarried audit /out inspection can be carried out The Site The Site ManagerThe Site ManagerThe Site Manager Manager and Planned Un- and and and Operatives Planned PlannedUn- Operatives areOperatives aware Planned Operativesare areof the aware unawareare inspectionof the ofunaware the inspection The inspection is carried out and a inspectionof the Thewritten inspection report isis carriedformulated out and a inspection written report is formulated

No Problems to Problems NoReport Problems to foundProblems on site Report found on site

Actions are taken to rectifyActions the areproblems taken to rectify the problems

H&S Manager re- inspectsH&S Manager to ensure re- remedialinspects action to ensure is in remedialplace action is in place

Audit is closed and a Action Sufficient copyAudit is is given closed to theand a Action Sufficient Sitecopy Manager is given and to the the SiteProject Manager Manager and the Project Manager Yes No Yes No

DEALING WITH DAMAGED ITEMS PROCEDURE

Replacement item is deliveredReplacement by the item is supplierdelivered by the supplier

If a damaged item is Stores person visually detected,If a damaged within itemthe is checksStores item person visually specifieddetected, period within of thethe checks item itemspecified is rejected period of the item is rejected

If no damage is detectedIf no damage item is issigned fordetected and accepted item is signed Item is put into rejects for and accepted areaItem in isthe put stores into rejects area in the stores

A request is made by theA storesrequest person is made to by thethe supplier stores toperson replace to thethe damaged supplier item to replace and pickthe up damaged defective item item and pick up defective item

DEALING WITH DAMAGED DEFECTIVE ITEMS THAT HAVE BEEN DELIVERED TO SITE

Site Manager informsSite Manager store If item is found to personinforms that store item is beIf defective, item is found the to Stores person itembe isdefective, put into thethe damaged/person that item is Stores person visually checks rejectsitem isarea put in into the the defectivedamaged/ and visually checks item storesrejects area in the broughtdefective back and to item storesbrought back to stores stores

The supplier is Stores person informedThe supplier (details is of arrangesStores personwith the theinformed invoice number(details of supplierarranges to pick with up the andthe item invoice number thesupplier damaged/ to pick up descriptionand item are defectivethe damaged/ item and givendescription including are replacedefective it item and detailsgiven of including defect) replace it details of defect)

HEALTH & SAFETY DOCUMENTATION

All Health & Safety documentation is implemented, managed and kept by the Health & Safety Manager.

Documents are kept electronically on the Health & Safety Managers Computer in the following location.

John\My Documents\1...Health, Safety & Environment

Within this folder are numerous sub-folders that hold the relevant information including:

 Accident Information  Asbestos Information  Risk Assessments  Work Method Statements  COSHH Assessments  Construction Phase Health & Safety Plans  Others.

Other folders hold information as dictated by the folder title.

Some documents are required to be kept as a hard copy. These documents can be found in named folders in the filing cabinet behind the Safety Managers desk.

ISO9001:2008 DEALING WITH COMPLAINTS, COMPENSATION CLAIMS & FAULTS

Date Version No Proposed by Agreed by 2/12/2005 1 M.P./ L.T. L.T/M.P./K.S. 05.01.2009 5 JW JW 26.01.2010 6 JW JW 07.10.2010 7 JW JW 21.08.2013 10 JW JW

1. PURPOSE

The aim of the procedure is to define the systems used for dealing with complaints, compensation claims and faults, in order that matters are dealt with consistently and effectively by the right people and that appropriate records are retained.

2. SCOPE

This procedure covers the actions taken in the event of the following situations occurring:

✔ A complaint from a client or tenant ✔ A compensation claim from a tenant ✔ The identification of a fault with workmanship or materials on site

COMPLAINT/ FAULT REPORTING PROCEDURE

Signed off and reported back that the problem has been rectified

Tenant Tenant

Complaint/ Fault reported Client Complaint/ Fault reported Client

Site Site Manager Complaint/ Fault recorded Manager And putComplaint/ onto the ComplaintsFault recorded Data- And put ontobase the Complaints Data- (Kept by Administrator)base (Kept by Administrator)

Complaint/ Fault is reported to the Complaint/relevant Fault Site Manageris reported to the relevant Site Manager

Complaint/ Fault gets assessed and Complaint/ Faultrectified gets assessed and rectified

Signed off and reported back that theSigned problem off hasand beenreported rectified back that the problem has been rectified

Electronic records are kept by the ElectronicAdministration records Department. are kept by the Administration Department.

COMPENSATION CLAIM

Compensation claim is Compensationreceived claim is received

Administration asks the personAdministration making the asksclaim the to putperson it in writing. making Location: the claim in to theput compensation it in writing. Location:claims file in the compensationmain office claims file main office

When the written claim is receivedWhen a thecopy written is sent claim to the is Contractsreceived aManager copy is sentand theto the ManagingContracts Director Manager to reviewand the Managing Director to review

Passed on to a site Supervisor Passedto review on to thea site claim Supervisor to review the claim

If the claimed to be deemed SunterIf the Ltdclaimed fault tothe be claim deemed is Sunter Ltdpassed fault the claim is passed

Large Claim Small claim Passed Largeon to InsuranceClaim SettlementSmall offer isclaim made. An toPassed deal with on tothe Insurance claim acceptanceSettlement formoffer is sentmade. to An toand deal payments with the claim beacceptance signed declaring form is sentthe to and payments beaccept signed the declaring offer the accept the offer

Once completed the claim is signedOnce completedoff and put the into claim the is completedsigned compensation off and put into claims the completedfile. Location compensation main office claims file. Location main office

FAULTS COMPLETION PROCEDURE ONSITE

The Site Manager will be informedThe Site by email/telephoneManager will be informedwith details by email/telephoneof the fault with details of the fault

Call made to the tenantCall and made arrange to the to gotenant to the and property arrange to to assessgo to thethe propertyproblem to assess the problem

If the fault/ complaint is judged to be caused by SunterIf the fault/Limited complaint it will be is rectified. judged toIf neededbe caused the by manufacturerSunter Limited etc willit will be be contacted rectified. to If correctneeded the the problemmanufacturer if Sunter etc Ltd will cannot be contacted complete to any correct repair. the problem if Sunter Ltd cannot complete any repair.

Upon completion of the fault, all relevantUpon completiondetails of the of completedthe fault, all complaintrelevant is logged details intoof the the completed data-base complaintand the is complaint logged into is closed.the data-base and the complaint is closed.

ISO9001:2008 PREVENTIVE ACTION

Date Version No Proposed by Agreed by 22/11/2005 1 M.P. M.P./ J.W. 09.02.2007 3 JW JW 05.01.09 5 JW JW 26.01.2010 6 JW JW 07.10.2010 7 JW JW 21.08.2013 10 JW JW

1. PURPOSE

The aim of the procedure is to clarify the mechanisms and raise the visibility of the range of preventive actions systematically applied by Sunter Ltd to aspects of its operations.

2. SCOPE

This procedure covers the full range of preventive actions applied by Sunter Ltd to both direct service provision and support services.

3. PREVENTIVE ACTIONS IN SUNTER LTD

The following table defines the range of the most significant preventive actions applied systematically by Sunter Ltd in order to minimise the chances of non- conformance or other undesirable event such as an accident. A summary of the main operational preventive actions is described in the attached table.

What’s the risk? Preventive action taken 1. Individuals and group Health and Safety Employees have Health and Safety Training People in properties and site safety training these include regular 2. The health and safety of individuals Toolbox Talks in health and safety issues. when using equipment Sunter limited operate an equal opportunities 3. Equal Opportunities and Discrimination policy. (Available in the employee handbook). The company is committed to providing a working environment in which employees are able realise their full potential and contribute to business success irrespective of their gender, race or disability. This is the key employment value to which all employees are expected to give their support. The Company considers it of paramount importance for all employees to appreciate their responsibilities under current legislation in order that it can promote a safe and healthy working environment throughout its operations. It is essential we do all that is reasonable and practicable to protect ourselves, our colleagues and all others who may be affected by our operations against the risks of personal injury or hazard to health. 1. Damage to property 1. Protective plastic and dust sheets are Premises/ Sites 2. Theft from site laid in the properties to minimise damage. 2. No equipment is left in properties unattended or left overnight. Employees are reminded to abide to the companies code of conduct and the Considerate Constructors Scheme Code of

Conduct when on site and in tenants homes.

1. Computer Viruses 1. Every computer is fitted with Anti-virus IT 2. Loss of Data software. 3. Unauthorised access 2. The main server is backed up every 24 4. Theft hours 5. Theft of confidential material 3. password protection is in operation for confidential data 4. The premises are locked and secured to prevent theft 5. Only authorised personnel have access to the PC’s 1. Theft Employees do not leave equipment in a Equipment 2. Storage property overnight to prevent theft. 3. Equipment misuse: being uses without All employees are reminded to refer to the correct training or supervision employee handbook on matters regarding 4. Accident when using equipment Company vans and equipment. 1. Theft Employees are reminded in the employee Vans 2. Parking handbook that vans are to be locked at all times 3. Damage Employees are reminded to park in a 4. Accident considerate manor. Employees are required to submit an up to date copies of their driving licence to the Company on an annual basis, and when there is any change to the details on there licence, such as the addition of penalty points. Employees are wholly responsible for ensuring the proper maintenance of the vehicle in accordance with the manufacturers’

recommendations and the requirements of UK law. Employees are responsible for the use and safe keeping of any belts, straps, chains, ropes etc. supplied with the vehicle or trailer, and must ensure that they have adequate supply of these for the load to be carried.

Fork Lift Truck Danger that the Fork Lift truck could cause The Fork Lift Truck is maintained externally on injury to employees when in use. an annual basis and checked for any defects. Details of which can be found at. - Access Equipment File in the Health and Safety Managers office. Only trained employees are authorised to operate the Fork Lift truck

ISO9001:2008 OVER THE COUNTER SALES

Date Version No Developed by Agreed by 28/11/2005 1 M.P/ J.W. J.W. 09.02.2007 3 JW JW 05.01.2009 5 JW JW 26.01.2010 6 JW JW 07.10.2010 7 JW JW 21.08.2013 10 JW JW

PURPOSE

The aim of this procedure is to define the process that should be followed for over-the counter sales, for the purpose of consistency, adequate record keeping and effective stock level management.

This procedure covers the process of over-the-counter sales of materials direct to members of the public and tradesmen.

OVER THE COUNTER SALES

Customer places a Customersales order places a sales order

Account sale Invoice is sent to Account sale Invoicecustomer is sent to The sale is made customer The sale is made (profit percentage Cheque sale (%)(profit plus percentage V.A.T.) Cheque sale (%) plus V.A.T.) Cash sale Cash sale Payment received Payment received

Info transferred fromInfo excel transferred sheet andfrom booked excel out sheet by Sales logged on Johnand onbooked the stock out by ExcelSales spreadsheet logged on controlJohn system on the stockand byExcel Stores spreadsheet Manager controlstock control system is and by Stores Manager stockupdated control is updated

Replenish stock Replenish stock

ISO9001:2008 CALABRATION & STATUTORY INSPECTIONS

Date Version No Developed by Issued by 5/12/2005 1 M.P. M.P. 09.02.2007 3 JW JW 05.01.2009 5 JW JW 26.01.2010 6 JW JW 07.10.2010 7 JW JW 23.03.2011 8 JW JW 21.08.2013 10 JW JW

1. PURPOSE The aim of the procedure is to define the method by which measuring instruments requiring periodic recalibration are controlled to ensure that their readings when used are accurate.

2 SCOPE Items that require calibration and/or statutory inspection are as follows:  Gas Analyzers

 Lifting Equipment o Fork Truck o Tail Lifts on Vehicles  Laser Level  Local Exhaust Ventilation System (Joiners Shop)  Fire Extinguishers (Unit 14)  Compressor  Air Conditioning Units (See F Gas Register – Available from the H&S Manager)  Portable Appliance Tests (PAT)

Copies of the Certificate of Calibration and Inspection Location: These are kept in a file in the Health & Safety Managers Filing Cabinet: File Name: Statutory Inspection reports

3. CALIBRATION & STATUTORY INSPECTION PROCESSES

GAS TESTER RECALIBRATION PROCESS The company owns a number of Gas Analysers that are used to ensure the safety and integrity of installed central heating systems. The are required to be calibrated every 12 months to ensure that they give accurate readings and ensure the safety of the installation.

Gas Analyzer Reminder is givenGas Analyzeron H&S Managers Reminder is givenComputer on H&S Managers Computer

Tester sent to Authorised SpecialistTester sentfor re-calibration to Authorised Specialist for re-calibration

Faults found Faults found

Problem No faults found rectifiedProblem No faults found rectified

Passed for PassedUse for Use

Calibrated Analyzer ReturnedCalibrated to Sunters Analyzer Returned to Sunters

A Reminder is placed forA theReminder re-calibration is placed datefor the on re-calibration the H&S Managersdate on the PC H&S - ManagersOutlook PC - Outlook

LIFTING EQUIPMENT INSPECTION PROCESS

As per the Lifting Operations and Lifting Equipment Regulations (LOLER) we are required to have all equipment that are used in lifting operations checked at regular intervals. Sunter Ltd has 3 items that are covered under the LOLER Regs:  Mitsubishi Fork Truck  Ford Transit Luton Van – Tail Lift (YY02 UOF)  Ford Transit Luton Van – Tail Lift (NF03 FSF) These items are services and checked as described in the following flow charts:

FORK TRUCK

Service Due (Reminder Servicesent by Due Service (Reminder sentContractor) by Service Contractor)

A date is set for the serviceA date / inspection is set for to the be servicecarried / inspection out to be carried out

No faults found Faults found on onNo inspection faults found Faultsinspection found on on inspection inspection

Fork Truck taken outFork of operationTruck taken out of operation

Fork Truck put Forkback Truck into put Faults Rectified Faults Rectified operationback into operation

Paperwork sent andPaperwork reminders sent forand next reminders service for nextset service set

VEHICLE TAIL LIFTS The company owns 2 Transit Luton Vans which have hydraulic tail lifts at the rear. As part of the LOLER Regs we are required to maintain and have these inspected every 6 months. The process is as follows:

Insurance Company ContactsInsurance with ReminderCompany Contactsof Inspection with Reminder of Inspection

A date is set for the inspectionA date tois beset carriedfor the inspectionout to be carried out

Vehicle taken out Vehicleof operation taken out of operation

Vehicle put back intoVehicle operation put back Faults Rectified into operation Faults Rectified

Paperwork sent andPaperwork reminders sent forand next reminders service for nextset service set

LASER LEVEL The company owns a laser level; this is used to give accurate readings for brickwork and other building operations. It is recalibrated every 12 months to ensure that it is working correctly. The process is as follows:

A Reminder is given via theA ReminderH&S Managers is given PC via thatthe Calibration H&S Managers is due PC that Calibration is due

Level sent to authorised Levelcalibration sent toengineer authorised calibration engineer

Laser Level takenLaser out Level of operationtaken out of operation Laser Level put Laserback Levelinto put Faults Rectified Faults Rectified operationback into operation

Paperwork sent andPaperwork reminders sent forand next reminders service forcalibration next service calibration

LOCAL EXHAUST VENTILATION SYSTEM (LEV) (UNIT 14 WOODWORKING SHOP)

The LEV system is in place within the woodworking shop to carry away any wood shavings and chippings, these are collected into bags via a hopper system which is housed within its own building to the rear of Unit 14. The LEV system is inspected every 12 months even though it is only required to be inspected every 14 months. These inspections are carried out by the company insurers. The process is as follows:

A Reminder is sent by theA CompanyReminder Insurersis sent by thatthe the Company LEV is due Insurers an that inspectionthe LEV is due an inspection

A date is set for the engineerA date to is attend set for and the carryengineer out the to inspection attend and carry out the inspection

Woodworking machineryWoodworking are takenmachinery out of are operationtaken out of operation

Woodworking machineryWoodworking are machinery are Faults Rectified put back into Faults Rectified operationput back into operation

Paperwork sent andPaperwork reminders sent forand next reminders service forinspection next service inspection

FIRE EXTINGUISHERS The fire extinguishers that are placed around head office and the storage facility are services as part of a service agreement with a specialist company. These are inspected every 12 months. The inspections are carried out as follows:

Service Engineers send Servicea reminder Engineers that send extinguishersa reminder are thatdue a extinguishersservice are due a service

Extinguishers are Extinguishers are rechargedExtinguishers and are takenExtinguishers away to be are fixedrecharged on site and takenrectified away to be fixed on site rectified

Extinguishers are Extinguishersput back into are put back into Faults Rectified operation Faults Rectified operation

Paperwork sent andPaperwork reminders sent forand next reminders service forare next set service are set

COMPRESSOR The compressor is housed in a store in Unit 15, this is used for the inflation of vehicle tyres, and it is inspected by the insurance company on an annual basis. Procedure as follows:

A Reminder is sent by theA CompanyReminder Insurersis sent by thatthe the Company Compressor Insurers is thatdue thean inspectionCompressor is due an inspection

Compressor is takenCompressor out of is operationtaken out of operation

Compressor is putCompressor back into is put back into Faults Rectified operation Faults Rectified operation

AIR CONDITIONING UNITS Sunter Head office is cooled by air conditioning units, these are situated in offices and meeting rooms throughout the building. There are eight in total with six fan units’

houses to the rear of the offices on the external wall. They are under a service agreement that ensures that all legislative requirements are maintained and that the units operate to within manufacturer’s guidelines. The procedure is as follows:

A Reminder is sent by theA ServiceReminder Engineer’s is sent by thatthe the Service Air Con Engineer’s Units arethat due the an Air inspection Con Units are due an inspection

Air Con Unit(s) areAir taken Con outUnit(s) of areoperation taken out of operation

Air Con Units are Airput Conback Units into are put back into Faults Rectified operation Faults Rectified operation

PORTABLE APPLIANCE TESTING (PAT)

Sunter Ltd have a wide array of plant and hand tools, all are serviced and tested on a six monthly basis by an external tool specialist. The system is as follows:

A Reminder is given via theA ReminderH&S Managers is given PC via whenthe H&S items Managers are due a PC whenPAT items Test are due a PAT Test

A matrix is devised by theA H&Smatrix Manager is devised and by handedthe H&S to Managerthe Stores and Managerhanded toso the he Storescan retrieveManager plant so from he sitecan retrieve plant from site

Plant sent for PATPlant Test sent for PAT Test

No Faults found Faults found on No Faults found inspection/testFaults found on inspection/test

Plant returned to SunterPlant Ltdreturned ready to Faults Rectified Faults Rectified Sunterfor use Ltd ready for use

Reminder set in H&SReminder Managers set in H&SPC for Managers next scheduledPC for next inspection/testscheduled inspection/test

ISO9001:2008 CONTROL OF SUB-CONTRACTORS

Date Version No Developed by Issued by 1 J.W./K.S./ M.P. M.P. 8/12/2005 09.02.2007 3 JW JW 03.03.08 4 JW JW 05.01.2009 5 JW JW 26.01.2010 6 JW JW 07.10.2010 7 JW JW 21.08.2013 10 JW JW

1 PURPOSE The aim of the procedure is to describe how Sunter Limited selects the sub- contractors used on contracts. 2 SCOPE The scope of the procedure is to screen sub-contractor for quality and safety record. 3 SUB-CONTRACTOR ASSESSMENT PROCESS AND POLICY Sunter Limited deal with sub-contractors on a regular basis. Safety and quality are the main objectives during the selection process. When selecting a sub-contractor Sunter Limited are looking for a long-term partnership. The core sub-contract list that Sunter Limited are associated with have been in long term partnerships for over 5 years.

Due to the Construction Design Management regulations all sub-contractors are required to forward product data sheets of all materials and a method statement on installation used by the sub-contractor in carrying out the requested sub-contracted work. The subcontractor is expected to comply with all the relevant Health and safety requirements. Sub-contractors are required to submit a plan of how they intend to manage health and safety in line with the responsibilities of the Health and Safety in Employment Act. 1992. A copy of the Health and Safety plan is available onsite for the sub-contractors use. Selection criteria for sub-contractors shall include past health and safety performance. All sub-contractors are asked to provide details of prosecutions or notices served in the last 12 months by the HSE. All Sub-contractors shall be subject to a Reference check. Sunter limited ask for examples of previous works so that it can be inspected.

Please Note: Some sub-contractors are not selected by Sunter Limited. They are nominated by the client.

SUB-CONTRACTOR ASSESSMENT & WORK PROCESS

Sub-Contractor is deemed to beSub-Contractor needed to fulfill is the deemed scope to be neededof worksto fulfill the scope of works

Sunter Ltd Nominated Sub Client nominated Sub SunterContractor Ltd Nominated Sub ClientContractor nominated Sub Contractor Contractor

Check Approved Contractors Request ALL relevant ListCheck to see Approved if all requirements Contractors information,Request ALL insurance, relevant areList up to seedate, if ifall not requirements amended information,qualifications insurance, etc are up to date, if not amended qualifications etc

Once all requirements are Oncein place, all requirements the sub are contractorin place, can be the used sub on contractorsite to carry can out be work used on site to carry out work

Site induction and other requirementsSite induction carried and otherout requirements carried out

Carry out Work Carry out Work

Evaluate works standard Evaluateand performance works standard and performance

Work billed and paymentsWork billed made and Work Passed Work Not Work Passed Work Not aspayments per quote made Passed as per quote Passed

ISO9001:2008 VEHICLE SERVICING, REPAIRS & MOT PROCEDURES

Date Version No Developed by Issued by 21/07/06 1 J.W. D.S. 09.02.2007 3 JW JW 05.01.2009 5 JW JW 26.01.2010 6 JW JW 07.10.2010 7 JW JW 21.08.2013 10 JW JW 10.12.2014 12 JW JW 1. PURPOSE The aim of the procedure is to define the method by which Company Vehicles are Serviced and MOTs carried out, and also how Regular Servicing is carried out as well as unplanned repairs and maintenance procedures in place. 2. SCOPE PLANNED MOT & SERVICES

Next Service Reminder,Next Service via OutlookReminder, on JW via OutlookPC on JW PC

Contact External ServiceContact Provider External Service(Garage) Provider (Garage)

Vehicle collected Vehicleby Garage collected by Garage

MOT, Service, and/orMOT, Repairs Service, and/orcarried Repairs out carried out

Repairs Vehicle returned Repairs UnacceptableRepairs Vehicleto Sunters returned AcceptableRepairs Unacceptable to Sunters Acceptable

Documentation Documentation Service & MOT filed in individual DateService reminder & MOT filedvehicle in individual file, Date reminder vehicle file, put onto Outlook located in JW puton ontoJW PCOutlook locatedOffice in JW on JW PC Office

UNPLANNED VEHICLE REPAIRS AND MAINTENANCE

Fault / Repair FaultIdentified / Repair Identified

Driver completes ‘Drivers Fault ReportingDriver completesForm’ and ‘Drivershands it Faultin at Reportingthe Stores Form’ Department and hands it in at the Stores Department

This Form is deleted Form Scanned and Filed once the repair is Formas ‘Pending Scanned Repair’ and Filed complete and the as ‘Pending Repair’ repair moves to Completed Status.

Form Emailed / FormFaxed Emailed to / ExternalFaxed Vehicle to ExternalRepair Vehicle ContractorRepair Contractor

Repair Date ArrangedRepair Date Arranged

Vehicle Repaired & ReturnedVehicle to Repaired Sunter Ltd & Returned to Sunter Ltd

Repairs Driver Test Repairs UnacceptableRepairs DrivesDriver Vehicle Test AcceptableRepairs Unacceptable Drives Vehicle Acceptable

Driver Signs of DriverRepair Signs as of CompleteRepair as Complete

Completed Form Scanned and kept on FileCompleted in ‘Completed Form RepairsScanned Folder and kept (JW on File in ‘CompletedPC). Repairs Folder (JW Hard Copy also keptPC). in Vehicle File – IdentifiableHard Copy by also Vehicle kept in Registration Vehicle File – Identifiable Numberby Vehicle Registration Number Repair Closed Repair Closed