Quality objectives

Our quality objectives are:

  • To monitor, as a count, the number of compliments and complaints received aiming always to ensure that the Department receives more compliments than complaints, and aim to receive less than 5 complaints a quarter.

  • To monitor and review our reactive maintenance performances and ensure that we never have more than 400 issued and in progress jobs outstanding at any one time.

  • To achieve 75% of the Long-Term Maintenance programme agreed when the annual budget is set with University senior management.

Quality policy

The Senior Management Team of Bath University Department of Estates is fully committed to the Documented Quality Management System and as such have ultimate responsibility for Quality. Our employees have a responsibility within their own areas of work so helping to ensure that Quality is embedded within the company ethos.

It must be clearly understood that this Quality Policy, and associated Operating Procedures and systems are mandatory on all staff.

The company defines quality as the conformance of services and products to established and documented requirements derived from customer needs, employee expertise and experience. Systems are open to constant examination and review by all company personnel and approved third parties enabling observations to be made and incorporated, which provide for continuous improvement and a philosophy of risk control and evaluation.

Bath University Department of Estates has introduced systems that will set and review measurable quality objectives. Top management will provide any resources required and with all our staff we will try our best to meet and surpass these objectives.

Bath University Department of Estates will ensure this quality policy is compatible with the context and strategic direction of the Company.