APP_11 — Register of HSQE Objectives and KPIs¶

Document Information

Field	Value
Document Reference	APP_11
Issue Number	3
Issue Date	1 June 2026
Next Review	1 June 2027
Controlled By	Sean Ashton (HSQE Consultant)
Approved By	Aaron Mason, Director

Download the register

The page below is the canonical record. The Excel is the same data as a downloadable snapshot — 13 SMARTER objectives across Quality, Health & Safety, Environmental and Business Excellence with RAG status, owners, evaluation methods and review cadence.

Download APPL_11 (.xlsx)

Purpose¶

This register establishes SMARTER objectives and key performance indicators aligned with A M Water Services Limited's Integrated HSQE Policy commitments. Progress is monitored quarterly with formal reviews conducted bi-annually.

SMARTER Objectives and KPIs¶

Quality Management¶

Ref	SMARTER Objective	Measurement	Target	Timeline	Owner	Evaluation Method
Q1	Specific: Reduce customer complaints through right-first-time delivery Measurable: Track complaints per 1000 customers Achievable:Based on current 1.3 rate Relevant: Critical for business retention Time-bound: Monthly tracking Evaluated: Monthly ops review Reviewed: Quarterly trend analysis	Customer complaint rate	<2 per 1000 customers	Monthly	Aaron Mason (Director)	Monthly customer feedback analysis and root cause review
Q2	Specific: Achieve consistent service quality across all 21 teams Measurable: Jobs completed without rework Achievable: Current baseline being established Relevant: Reduces costs and delays Time-bound: Monthly measurement Evaluated: Team performance reviews Reviewed: Quarterly with teams	First-time completion rate	>95% jobs right first time	Monthly	Aaron Mason (Director)	Weekly team briefings, monthly performance data
Q3	Specific: Maintain ISO 9001:2015 certification Measurable: Audit non-conformances Achievable: Documentation ready Relevant: Business credibility Time-bound: Annual audit Evaluated: Internal audits quarterly Reviewed: Management review	ISO 9001 surveillance audit	Max 2 minor NCRs	Annual	Sean Ashton (HSQE Consultant)	Quarterly internal audits, annual external audit

Health & Safety¶

Ref	SMARTER Objective	Measurement	Target	Timeline	Owner	Evaluation Method
H1	Specific: Maintain zero harm workplace across all operations Measurable: RIDDOR and Lost Time Injuries Achievable: Currently at zero Relevant: Legal and moral duty Time-bound: Continuous monitoring Evaluated: Weekly safety meetings Reviewed: Monthly board review	RIDDOR incidents + LTIs	Zero incidents	Daily/Monthly	Aaron Mason (Director)	Daily toolbox talks, weekly safety walks, monthly analysis
H2	Specific: Complete RAMS for all work activities Measurable: % jobs with approved RAMS Achievable: System in place Relevant: Legal requirement Time-bound: Before job start Evaluated: Weekly audit Reviewed: Monthly compliance check	RAMS completion rate	100% jobs with RAMS	Per Job/Weekly	Jason May (Supervisor)	Pre-start checks, weekly compliance audits
H3	Specific: Ensure all operatives hold current safety certifications Measurable: Training records complete Achievable: Training providers identified Relevant:Competence assurance Time-bound:Quarterly updates Evaluated: Training matrix review Reviewed: Quarterly HR meeting	Safety training currency	100% mandatory training current	Quarterly	Leanne Mason (Director - Admin)	Quarterly training matrix review, expiry tracking

Environmental Performance¶

Ref	SMARTER Objective	Measurement	Target	Timeline	Owner	Evaluation Method
E1	Specific: Prevent all environmental incidents Measurable: Spills, breaches, complaints Achievable:Zero currently maintained Relevant:Environmental protection Time-bound: Continuous Evaluated:Incident reviews Reviewed:Monthly environmental meeting	Environmental incidents	Zero spills/breaches	Daily/Monthly	Sean Ashton (HSQE Consultant)	Spill kit checks, environmental inspections
E2	Specific: Maximise waste diversion from landfill Measurable: % waste recycled/recovered Achievable:82% already achieved Relevant:Sustainability commitment Time-bound: Quarterly measurement Evaluated: Waste transfer notes Reviewed: Quarterly with waste contractor	Waste diversion rate	>80% diverted	Quarterly	Jason May (Supervisor)	Waste transfer note analysis, site segregation audits
E3	Specific: Measure and report annual carbon footprint (Scope 1 + 2) and identify reduction opportunities [UPDATED 2026] Measurable: tCO₂e recorded for the calendar year; ≥3 reduction opportunities identified each annual review Achievable: Yes — data is in fuel-card statements, telematics and electricity bills already collected Relevant: ISO 14001 clause 6.1.2; Achilles UVDB B2.11.1; alignment with primary water-company customer supply-chain net-zero programmes Time-bound: 2025 baseline published 12/05/2026 = 288.7 tCO₂e (Scope 1 + 2) (CARB_BASELINE_2025); annual reporting at each Management Review thereafter Evaluated: Fuel-card data, telematics, electricity bills; UK GHG Conversion Factors Reviewed: Annually at Management Review	Annual carbon footprint (Scope 1 + 2)	2025 baseline 288.7 tCO₂e (published 12/05/2026); year-on-year reporting from CY2026; reduction targets to be set once practical levers identified	Annual	Aaron Mason (Director)	Fuel-card data, telematics, electricity bills, UK GHG Conversion Factors

Business Excellence¶

Ref	SMARTER Objective	Measurement	Target	Timeline	Owner	Evaluation Method
B1	Specific: Maintain operational readiness of all equipment Measurable: % time equipment available Achievable:Maintenance schedule in place Relevant:Operational efficiency Time-bound:Monthly tracking Evaluated: Downtime analysis Reviewed: Monthly ops meeting	Equipment availability	>95% planned availability	Monthly	Jason May (Supervisor)	Daily equipment checks, maintenance schedule adherence
B2	Specific: Operate an active continuous-improvement programme; review effectiveness quarterly [UPDATED 2026] Measurable: Improvement Register (IAF-XXXX-XXX) kept current with named owners and outcomes; quarterly review with status update Achievable: Yes — relies on existing IAF register and the established weekly Director / HSQE compliance call Relevant: ISO 9001 / 14001 / 45001 clause 10; sustains business improvement without forcing trivial counts Time-bound: Quarterly review at the standing call; full review at annual Management Review Evaluated: Improvement Register, weekly compliance call notes Reviewed: Quarterly	Improvement programme activity (review cadence + closed-out items)	Improvement programme reviewed quarterly with documented outcomes; no minimum-count threshold	Quarterly	Sean Ashton (HSQE Consultant)	Improvement register (IAF), weekly compliance call notes
B3 `[UPDATED 2026]`	Specific: Capture workforce H&S cultural sentiment to inform Director engagement Measurable: AMWS H&S Culture Survey (Onyx Operations methodology, HSG65-aligned) annual completion + response rate Achievable: Form built and ready; rollout post-audit Q3 2026 Relevant: ISO 45001 worker consultation + Achilles UVDB B2.7.3 visible leadership Time-bound: First cycle issued by 31/08/2026; annual thereafter Evaluated: Response rate + sentiment trend + Director review outcomes Reviewed: Annual at Management Review (Sept); follow-up cycle at standing weekly compliance call	H&S Culture Survey (Onyx Operations) — completion + response rate	First cycle complete with ≥ 75% response rate by 30/09/2026; annual thereafter	Annual	Sean Ashton (HSQE Consultant) + Leanne Mason (admin) + Aaron & Leanne Mason (Directors review outcomes)	AMWS H&S Culture Survey (Onyx Operations) results, Director review notes

Performance Dashboard¶

Monthly Review Metrics (Core 5)¶

Safety: RIDDOR/LTI count (Target: 0)
Quality: Customer complaints (Target: <2/1000)
Environment: Incidents (Target: 0)
Operations: First-time completion (Target: >95%)
Equipment: Availability (Target: >95%)

Quarterly Strategic Metrics¶

Training compliance status
Waste diversion percentage
Improvement programme review outcomes (B2)
Carbon baseline progress (E3 — 2025 baseline 288.7 tCO₂e established 12/05/2026)
Cyber posture (B4) — Cyber Essentials readiness, breach-log review [NEW 2026]

Annual Compliance¶

ISO 9001/14001/45001 surveillance results
Legal compliance status
Insurance audit outcomes
Cyber Essentials certification status [NEW 2026] — annual renewal evidence; ICO-notifiable breach log (target: zero per year)

Performance Rating System¶

RAG Status:

🟢 Green: Target achieved/exceeded
🟡 Amber: Within 10% of target - monitor closely
🔴 Red: >10% below target - immediate action required

Review & Governance¶

Weekly (Operational)¶

Safety performance (Aaron Mason)
RAMS compliance (Jason May)
Equipment status (Jason May)

Monthly (Tactical)¶

Review 5 core KPIs
Update RAG status
Identify corrective actions
Director site visit log

Quarterly (Strategic)¶

Full 12 KPI review
SMARTER objective progress
Resource requirements
Improvement opportunities

Bi-Annual (Policy)¶

Complete objectives review
Target adjustment
Policy alignment check
Stakeholder feedback

Escalation Triggers¶

Immediate Director Attention Required:

Any RIDDOR reportable incident
Environmental breach or regulator contact
Customer complaint trend (2+ months red)
Equipment failure affecting multiple teams
Any metric red for 2 consecutive periods

Implementation Notes¶

Data Sources: Defined for each KPI to ensure consistency
Single Accountability: Each KPI has one named owner
SMARTER Compliance: All objectives meet SMARTER criteria
Team Alignment: 21 operational teams feed into metrics
#TEAM Philosophy: Embedded in leadership and improvement objectives

*This document forms part of A M Water Services Limited's Integrated Management System and should be read in conjunction with the IMS Manual (MAN_01), HSQE Policy (POL_HSQE_00), and relevant Standard Operating

Audit trail¶

Issue	Date	Approved By	Summary
1	01/06/2025	Aaron Mason, Director	Initial issue.
2	20/07/2025	Aaron Mason, Director	Simplified KPI structure using SMARTER format; updated ownership.
3	01/06/2026	Aaron Mason, Director	Annual review — targets refreshed for 2025-26; review cycle harmonised to annual from bi-annual. 2 new KPIs added: B4 Cyber Resilience `[NEW 2026]` (Cyber Essentials cert by 31/12/2026; zero notifiable data breaches; owner Sean + Aaron); E3 Carbon (already present, baseline now live). In-cycle simplifications carried through: E3 reframed (04/05/2026) from "5% annual reduction + net-zero by 2040" to "measure, report, align with water-co net-zero programmes" — reason: original target logically incoherent without baseline + 2040 LTO unrealistic for a 20-person SME without sector-wide alternatives. B2 reframed (04/05/2026) from "≥3 implemented improvements per quarter" to "active continuous-improvement programme reviewed quarterly with documented outcomes; no count threshold" — reason: count-based target encouraged trivial counting. E3 baseline figure inserted (12/05/2026): 2025 baseline 288.7 tCO₂e (Scope 1 + 2), diesel = 97% of footprint, calculation workbook held at audit-readiness/carbon-baseline-2025/. B3 reframed to AMWS H&S Culture Survey (Onyx Operations) following retirement of the short-lived Director Site-Tour Programme — Aaron Mason continues operational site presence (not a measurable KPI); AMWS H&S Culture Survey (Onyx Operations) rollout planned Q3 2026 (first cycle by 31/08/2026).

How this document is approved

This document is maintained under AMWS's continuous-compliance model. Substantive revisions are reviewed and signed off by the Directors at the standing weekly Director / HSQE compliance call (Sean Ashton, Onyx + Leanne Mason). Currency, cross-references and minor edits are checked at the monthly Onyx site visit. The annual Management Review (September) provides the strategic-level confirmation. Compliance is therefore continuous, not gated on a single annual meeting.

This document forms part of A M Water Services Limited's Integrated Management System. Paper copies are uncontrolled when printed.

|B4|Specific: Achieve Cyber Essentials certification (P2 gap-closure) [NEW 2026] and maintain a zero-notifiable-breach record
Measurable: Cyber Essentials certificate status; ICO-notifiable data-breach count
Achievable: IT Security Policy POL_HSQE_30 issued; Cyber Essentials scope manageable for a 20-person SME
Relevant: Water sector treated as Critical National Infrastructure (NIS2-aligned posture under DUAA 2025); ICO enforcement; client supply-chain expectations
Time-bound: Cyber Essentials certified by 31/12/2026; ongoing breach prevention
Evaluated: Annual Cyber Essentials renewal; breach-notification log; phishing-test results
Reviewed: Quarterly at standing weekly Director / HSQE compliance call|Cyber Essentials certification + notifiable data breaches|Certified by 31/12/2026 & zero notifiable breaches per year|Annual / Continuous|Sean Ashton + Aaron Mason (IT lead)|Cyber Essentials annual renewal, breach-notification log, phishing-test results|