Ray & Co Surveyors
Standard: ISO 9001:2015
Last reviewed: 18/12/2025
Next review due: 18/06/2025

 

1. Quality Policy Statement

Ray & Co Surveyors is committed to delivering professional surveying, building performance, damp, mould, ventilation, retrofit, and training services that consistently meet client requirements, applicable standards, and legal obligations.

We operate a Quality Management System (QMS aligned with ISO 9001:2015) to ensure:

● Consistent service delivery
● Evidence-based decision making
● Client satisfaction
● Continual improvement

Quality is integral to how we plan, deliver, review, and improve our services.

 

2. Scope of the Quality Management System

The Quality Management System applies to all activities undertaken by Ray & Co Surveyors, including:

● Building performance and condition surveys
● Damp, mould, moisture, and ventilation assessments
● Retrofit-related assessments, reviews, and advisory services
● Production of reports, recommendations, and technical outputs
● Training, education, and consultancy services
● Client communication, booking, and aftercare
● Management and continual improvement of business processes

 

3. Context of the Organisation

Ray & Co Surveyors operates within the UK built environment sector and recognises the importance of understanding both internal and external factors that affect service quality.

External Factors:
● Building regulations and British Standards
● PAS 2035 and retrofit frameworks
● Client expectations and legal duties
● Market expectations around professionalism and evidence

Internal Factors:
● Competence and training of personnel
● Use of inspection methods and diagnostic tools
● Documented processes and reporting systems
● Capacity, workload, and resource management

These factors are reviewed periodically to ensure the continued suitability of the QMS.

 

4. Interested Parties

We recognise the needs and expectations of relevant interested parties, including:

● Clients (homeowners, landlords, managing agents, organisations)
● Employees and subcontractors
● Training delegates
● Regulators and certification bodies
● Insurers and professional advisors

Their requirements are considered when defining scope, service delivery, and improvement actions.

 

5. Leadership & Commitment

Senior management is responsible for:

● Establishing and maintaining the Quality Management System
● Promoting a culture of quality and professionalism
● Ensuring client requirements are clearly understood
● Providing resources necessary to support service delivery
● Reviewing performance and driving improvement

Quality objectives are set, monitored, and reviewed as part of management oversight.

 

6. Planning & Risk-Based Thinking

We apply risk-based thinking across our operations to prevent errors, manage uncertainty, and improve outcomes.

This includes:
● Clearly defining scope before work is undertaken
● Identifying risks related to access, information, assumptions, or limitations
● Managing changes to services or processes
● Avoiding over-commitment or unrealistic expectations

Opportunities for improvement are identified through feedback, review, and analysis.

 

7. Competence, Training & Awareness

Ray & Co Surveyors ensures that all persons undertaking work are:

● Competent for their role
● Appropriately trained and qualified
● Aware of relevant standards and procedures

Training, qualifications, and professional development are reviewed regularly to maintain service quality and technical accuracy.

 

8. Operational Control

8.1 Service Delivery
All services are delivered in line with:
● A clearly defined scope agreed in writing
● Relevant British Standards, guidance, and frameworks
● Professional judgment and evidence-based assessment

8.2 Reporting
Reports and outputs are:
● Prepared using consistent formats and methodologies
● Reviewed for accuracy and clarity
● Issued only after required checks are completed

 

9. Customer Focus & Satisfaction

Client satisfaction is central to the QMS.

We aim to:
● Communicate clearly and professionally
● Manage expectations through defined scope and limitations
● Respond to enquiries, feedback, and complaints promptly
● Use feedback to improve services

Complaints are treated as opportunities for improvement.

 

10. Control of Documents & Records

We maintain control over documents and records to ensure:

● Accuracy and consistency
● Version control
● Appropriate storage and retention
● Protection of confidential information

Obsolete documents are withdrawn from use.

 

11. Monitoring, Measurement & Analysis

Quality performance is monitored through:
● Review of completed work
● Client feedback
● Complaints and corrective actions
● Internal reviews

This information is used to identify trends and areas for improvement.

 

12. Nonconformance & Corrective Action

Where nonconformances occur, we:
● Identify the cause
● Take corrective action
● Review effectiveness
● Update processes where necessary

Corrective actions are proportionate and documented.

 

13. Internal Review & Continual Improvement

The Quality Management System is reviewed periodically to ensure it remains:
● Suitable
● Adequate
● Effective

Continual improvement is achieved through:
● Learning from experience
● Updating processes
● Improving competence and systems
● Responding to changes in standards or regulations

 

14. Commitment to Improvement

Ray & Co Surveyors is committed to continual improvement of its Quality Management System and overall service delivery, ensuring professionalism, consistency, and client confidence.

 

Approved by: Bradley Ray, Director
Ray & Co Surveyors
Date: 18/12/2025