Think FM Solutions Quality Assurance Policy 2026

Date Issued: 06 January 2026
Review Date: 06 January 2027

Revisions Control Page

Date	Summary of Changes	Changes Made By
06.01.2026	Document reviewed, font changed, reformatted, updated contents, added strapline	Tommy Taylor

1. Policy statement

Think FM Solutions Ltd (“the Company”) is committed to delivering consistent, reliable, and high-quality cleaning and facilities management services that meet or exceed client requirements.

Quality is central to how we operate as a business. We do what we say we are going to do, and we measure our performance to ensure that our services are delivered safely, responsibly, and to the agreed specification at all times.

This Quality Assurance Policy applies to all employees, workers, contractors, and suppliers engaged in
delivering services on behalf of Think FM Solutions.

2. Standards and compliance

The Company’s approach to quality management is aligned with the principles of ISO 9001 Quality
Management Systems, without claiming certification unless formally achieved.

Quality assurance arrangements are designed to ensure compliance with:

Client contracts and service level agreements (SLAs)
Internal policies and procedures, including Health & Safety, Environmental, and Risk Management policies
Applicable legal and regulatory requirements relevant to service delivery

3. Quality objectives

The Company’s quality objectives are to:

Consistently meet agreed client specifications and service standards
Achieve high levels of client satisfaction
Reduce complaints, rework, and service failures
Promote a culture of continuous improvement
Ensure employees are competent and supported to deliver quality work

Performance against these objectives will be monitored using appropriate measures such as client feedback, audits, inspections, and management reviews.

4. Roles and responsibilities

Managing Director

Holds overall accountability for quality performance

Approves this policy and ensures adequate resources are provided

Operations Director

Responsible for implementing this policy across all contracts
Reviews quality performance, complaints, and improvement actions

Contract / Area Managers

Ensure contract specifications and quality plans are implemented on site
Carry out inspections and quality checks
Address non-conformances and implement corrective actions

Supervisors

Monitor day-to-day service delivery
Support staff in meeting quality standards
Escalate quality concerns promptly

Employees

Take responsibility for the quality of their own work
Follow procedures, training, and client instructions
Report issues that may affect service quality

5. Contract-level quality control

Quality is managed at contract level through:

Clearly defined specifications and task schedules
Site inductions and ongoing supervision
Routine inspections and quality audits
Client meetings and feedback mechanisms
Corrective and preventive action tracking

Where quality issues are identified, appropriate corrective actions will be implemented and reviewed for effectiveness.

6. Employee competence and training

The Company is committed to developing and maintaining a competent workforce.

This is achieved through:

Structured induction training
Role-specific and refresher training
Supervisor support and monitoring
Training linked to Health & Safety and Environmental requirements

Training records are maintained to demonstrate competence and compliance.

7. Continuous improvement

Think FM Solutions is committed to continual improvement in service delivery.

Improvement opportunities are identified through:

Client feedback and satisfaction surveys
Complaints and service failure analysis
Audit and inspection findings
Incident and near-miss trends (linked to Health & Safety)
Employee suggestions and management reviews

Learning from these sources is used to improve systems, processes, and performance.

8. Documentation and records

To support effective quality management, the Company maintains appropriate records, including:

Quality inspections and audit reports
Client feedback and complaints records
Corrective action plans
Training and competence records
Management review outputs

Records are retained in line with Company policy and data protection requirements.

9. Monitoring and review

The effectiveness of this Quality Assurance Policy and associated arrangements is monitored through:

Regular management reviews
Contract performance monitoring
Internal audits and inspections

This policy will be reviewed annually or sooner if significant changes occur to business operations, client requirements, or legislation.

Signed: Malcolm Hills
Position: Managing Director
Date: 06 January 2026