Quality Control Team
The Difference Is Quality...
As well as in house labour teams we also employ an independent Quality Control Team to inspect our work.
Our quality control teams know the specification for the houses inside out and they are on site from the start of the contract. There are regular inspections during the refurbishments and no job is considered complete until it has been signed off by the quality control office.
The adoption of the QCI system has undoubtedly transformed the handover quality of our product and has also greatly improved our achievement of targeted handover dates for individual properties.
The company now employs four experienced personnel in the QCI role and the system has been so effective that many of our clients have dispensed with their traditional Clerk of Works function completely or in some instances adopt a 10% sample checking system.
"We are involved in projects from beginning to end and are constantly monitoring the Quality of the workmanship. Our on the job experience allows us to continuously improve that quality for the benefit of the communities in which we work and the clients that we work for"
Ken Godfrey - Quality Control Inspector H T FORREST.
Quality Control Procedures
Typically our quality control process would operate as follows:
- Quality is monitored by one of our in-house quality control inspectors (QCI’s)
- Standard or benchmark quality is set on a pilot property
- A progress and quality record is maintained for each dwelling, through to handover and only when the works are complete to the QCI’s satisfaction is the property signed off as complete. A copy of a typical progress/quality record sheet is attached at the end of this section.
- Weekly reports are submitted by the QCI’s and reviewed at the companies Board meetings. Through this process our senior management is able to monitor quality across all our sites and is able to instruct any remedial measures at the first signs of problems.
- When works are completed the property is handed over to the client free of snags. The QCI will hand a satisfaction questionnaire to the customer for completion and is usually responsible for collecting the completed questionnaire some days later. However or in some cases the customer is asked to post the questionnaire back to the client in a postage paid envelope. Results from this questionnaire are monitored as a KPI
The QCI is normally responsible for the rectification of any defects, which may manifest themselves after completion. If any problems manifest themselves after practical completion (e.g. shrinkage, cracks) these issues are tracked through our company complaints procedure to provide satisfaction to the customer and client’s technical officer, if involved. Our target is to attend to such defects within 2 working days of notification.
We also have an emergency call-out procedure that guarantees to attend to any emergency within 2 hours of notification. This system keeps any distress for tenants down to a minimum.