Scope

This policy focuses City Energy Network’s continuing commitment to the continuous and effective improvement of our products and services for the benefit of our staff, suppliers, customers and other stakeholders.

Policy Aim

Our commitment to continually improving the quality of our delivery in order to meet customer expectations of performance, quality, price and delivery in all we do.

In order to achieve those objectives we aim to fully understand our customer’s requirements and provide products and services to meet those needs while also delivering compliance with regulatory requirements and relevant guidelines.

Responsibility

1. Overall responsibility for the policy lies with the Board of Directors alongside the Senior Management Team (“SMT”)
2. The SMT and the Directors are responsible for assigning the review of legislative and regulatory requirements as appropriate whereby the evaluation of compliance will also be driven by changes to underlying legislation.
3. The oversight of the policy and its objectives is assigned to the Compliance Manager.

Policy Detail

We recognise the delivery of quality products and services is an essential component for our business performance. We are committed to continuous and effective improvements whilst at the same time complying as a minimum with appropriate legislation, regulation and any other requirement that we subscribe to.

As part of our commitment to continual improvement, we shall consistently set and monitor measurable objectives and targets consistent with this policy. We will review this policy and assess its journey to the achievement of its objectives at least every three years, earlier if deemed necessary in order to assess their continued suitability and support their continued improvement.
We promote innovation and continually review advances in technology, which can lead to the improvement of the products and services we offer our customers. 

The Company is committed to achieving customer satisfaction by the use of quality procedures which will be operated to meet the requirements of BS EN ISO 9001:2015, the Specification for Organisations providing the Green Deal Advice Service, Version 005/2014, Green Deal Provider requirements and those of a PAS2030 approved Green Deal Installer. 

We aim to set clear standards of service and regularly review and improve its performance. The company will provide resources which will be used effectively and efficiently in order to provide the highest standard of service to all customers. 

City Energy Network openly provide clear information about our services, which will be easily accessible to everyone who needs them. All enquiries and complaints will be dealt with in a prompt manner. Present and potential customers will be consulted with, and their views will be used to continually improve the service provided. 

This policy supports the Integrated Management Policy and the IMS in its documentation, implementation and maintenance.

We will keep all employees, contractors, Green Deal Advisors and other stakeholders informed by handing out this policy with the intention of ensuring their awareness and understanding of individual quality obligations. We will also make this policy available to interested parties upon request. 

Version 4.1; Active from 07.11.2017