Management and compliance

Exceptional standards in both customer service and satisfaction are achieved through continual monitoring, assessment and refinement of our delivery processes.

Through mutual trust and open dialogue we get to understand our client’s ambitions and then we work collaboratively to become our clients’ long-term partners and deliver our shared goals.

Critical to these long-term relationships is our ability to deliver consistently high-quality projects, embracing innovation to improve productivity and efficiency. Our ISO 9001 certified management system underpins our approach which is supported by the latest technology and innovation to deliver right first time.

Quality throughout the project lifecycle, from design to operation, is supported by our investment in digital tools. For example, during design development, reviews with customers are conducted using our Dalux cloud-based BIM viewer and mark-up tool.

We actively engage in dialogue with our customers at various levels within the organisation and have been accredited with ISO 44001 for our approach to collaboration.

Customer satisfaction is independently assessed by a third party on a project by project basis and we use a dedicated software platform to internally analyse the data and develop improvement plans. Our internal Infrastructure Excellence awards provide another opportunity to recognise project achievements.

Performance

Repeat business in our order book
Our performance is driven by understanding client priorities, building trusted relationships, providing technical expertise to solve client challenges and delivering high-quality buildings and infrastructure. This is reflected by the fact that 92% of the work in our order book is repeat business, with clients who we know and have collaborative, long-term relationships with, based on a track record of delivering high quality outcomes.

Revenue secured at the start of the financial year
We continue to have a strong pipeline of work in our chosen markets, with 90% of FY27 revenue already secured and 62% of FY28.

Strategic partnering through frameworks
Our focus on delivering quality outcomes and building trusted relationships with our clients is reflected by the fact that [90]% of our order book is in frameworks. Frameworks are a vehicle for the public and regulated sectors to procure projects in a collaborative manner, forming long-term relationships, improving quality and creating efficiencies. Securing positions on frameworks is our preferred route to market, as it provides us with greater certainty and the ability to act strategically.

Key benefits include:

• Aligned objectives with acceptable risk.
• Established and well-understood terms and conditions, with predictable behaviour. 
• Transfer of knowledge from project to project, creating an environment of continuous improvement. 
• Efficient and streamlined procurement processes. 
• The development of long-term strategic relationships. 
• Long-term visibility of the opportunity pipeline. 
• Embracing new public procurement regulations and guidelines

Delivering quality
Delivering quality assured projects for our clients, right first time, every time, is key to developing long-term relationships, reducing our carbon footprint, securing repeat business with our clients and, therefore, our Sustainable Growth Strategy. Our culture and behaviours underpin our approach, centred on learning and continuous improvement, coupled with the integration of digital technologies, systems and processes to enhance performance and drive efficiencies and provide confidence in the quality of the assets we construct. 

Our Quality policy summarises the processes within our Business Management System and provides an overview of our approach to delivering right first time. Our quality processes are supported by using ViewPoint, Fieldview and other digital tools to ensure compliance and improved data to drive continuous improvement.