Policies & procedures

Behind every successful project is a well-executed procedure…

Benchmarking and quality assurance is integral to the work we do. We are an ISO 9001-2015 accredited organisation, and that attention to process, detail and benchmarking underpins all of our projects.

Work across Flanagan Building and Maintenance Services is dominated by processes and procedures that provide us with accountability and consistency across the group, and creates an audit trail that we can follow, identify any problems within and rectify. Every client job we complete is measured by a performance survey and de-brief with the client, so that we can constantly monitor our performance, take suggestions from clients for improvements and provide a consistently high quality service.

We are also covered by regulations that cover our environmental performance and health and safety – ISO 14001-2015 for environmental management and BS-OHSAS 18001 assuring our occupational health and safety. We have a dedicated staff member who is responsible for our benchmarking on health, safety, quality and environmental responsibility – it’s the least our clients would expect.

We have introduced the RACI model to make sure that, alongside benchmarking, we are in a position of continual improvement. It ensures that our customer’s needs are catered for, allowing us to build a continuous improvement loop culture within the organisation, which is also reflected by our Investors in People status. RACI (Responsible, Accountable, Consulted and Informed), allows us to map customer’s journeys to continually map stakeholder needs, in a systematic and consistent way. This focus also informs our reporting around KPIs (key performance indicators).

We are committed to quality and good practice, and are Investors in People.