Investing in Our Quality Systems and Our People

Alongside improvements to our systems and operational processes, one of our key priorities has been investing directly in our skilled QA team.

We have expanded and refined our internal quality processes by reintroducing monthly QA meetings; monitoring data, strengthening controls and placing a stronger focus on upskilling and developing all our people. This ensures our teams have the tools, training, and confidence needed to lead with consistency and accountability.

Through enhanced QA Team collaboration, clear ownership structures, and increased communication across departments, we are empowering our QA team to make informed decisions with greater confidence and consistency.

The Team recently approved the roll out of a new repeat error flagging system, highlighting any historic issues; preventing work from progressing until our knowledgebase has been interrogated by technicians and inspectors. Already this has seen a 40% reduction in internal errors, and a major falling trend in reported external errors.

While customer complaints remain consistently low, we remain committed to continuous improvement and to investing in even higher standards across both our quality processes and our people.

“These investments are about building on what already works well,” said Sharon Greenwood. “We’re committed to continuous improvement and making sure our systems and teams evolve alongside the needs of our customers.”