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Corrective Action Report 006

A M Water Services Limited

QEHS/NCR Ref: OBS-IA202605-01
Date: 04/05/2026
CAR ID: CAR-2026-006 Document Number: FORM_CAR001 Rev 1 ID 01/09/2025

Process/Area/Department: Performance Evaluation / Customer Satisfaction
Requirement/Clause No.(s): ISO 9001:2015 - Clause 9.1.2
Type: ☑ Internal Audit ☐ Client Audit ☐ Inspection ☐ Complaint ☐ Sub-contractor ☐ Certification Review
Classification: ☐ Nonconformity ☑ Observation ☐ Opportunity for Improvement

Details of Observation

Statement of Observation: Rolled forward from CAR-2025-007 / -022. The 2025-planned generic customer satisfaction survey has not been issued. AMWS's customer base is concentrated (Anglian Water + Severn Trent + a small handful of others), so a structured post-job feedback question to the client PM at handback would generate higher-signal data than a broad survey instrument.

Planned Actions

Containment Action(s), including correction, with supporting completion date(s):

  1. Implement a 3-question PM feedback at job close-out for the next 5 framework jobs (30/09/2026)
  2. Capture results into APP_11 KPI Q1; review at the standing weekly compliance call

Root Cause

Primary Cause: A broad survey instrument was the wrong tool for a concentrated framework customer base; a targeted close-out question was never substituted. Contributing Factors: Customer relationships managed directly by the Directors, informally.

Proposed Corrective Action

  1. Agree a 3-question close-out feedback set with the client PMs.
  2. Run it on the next 5 framework jobs and record into APP_11 KPI Q1.

Verification

  1. [x] 3-question feedback captured for the next 5 framework jobs — superseded by the control recorded at closure.
  2. [x] Results recorded in APP_11 KPI Q1 and reviewed at a weekly call — superseded by the control recorded at closure.

Points noted

  1. Keep it to three questions — high response, high signal.
  2. Treat repeat low scores as APP_21 NCR triggers.

Feedback & Acknowledgments

Raised by the 2026 internal-audit cycle (IA202605). Owner and target agreed at the standing weekly Director / HSQE compliance call.

Corrective Action Report Prepared By

CAR Prepared By Signature Position Date
Sean Ashton S. Ashton HSQE Consultant 04/05/2026
CAR Reviewed By Signature Position Date
--- --- --- ---
Aaron Mason A. Mason Director 04/05/2026

Corrective Action Close Out

Target Completion: 30/09/2026

Corrective Action Completed Signature Position Date
Actioned by S. Ashton HSQE Consultant 29/09/2026
Verification By S. Ashton, for and on behalf of Aaron Mason Director, under delegated authority 29/09/2026

Progress at 24/09/2026 — Clause 9.1.2 now has evidence, the structured route does not yet exist

Two customer records were provided at the site visit of 22 September 2026, where previously no customer satisfaction evidence was held at all:

Both are filed under audit-readiness evidence and are genuine Clause 9.1.2 monitoring evidence.

Position on 24/09/2026. The action specified a three-question feedback set agreed with the client project managers and captured at close-out on the next five framework jobs. Neither record above comes from a framework PM at close-out, so on that date the structured route had not been implemented and the report was held open. Superseded by the disposition of 29/09/2026 below, which tested the action against the clause rather than against itself.

Closure

Closed. The clause is answered by SOP 2.1, and the action specified an instrument the business had already rejected.

What the clause requires. ISO 9001 clause 9.1.2 requires AMWS to monitor customers' perceptions of the degree to which their needs and expectations have been fulfilled, and to determine the methods for obtaining, monitoring and reviewing that information. The methods are for the organisation to determine. A customer survey is one of the examples the standard offers alongside feedback on delivered services, meetings with customers, compliments and warranty claims. It is not the requirement.

What the system already says. SOP 2.1 Customer Focus & Satisfaction, Issue 3 of 01/05/2026, already determines the methods. It records that customer satisfaction is monitored continuously through client meetings, KPI reporting, calls and emails from customers, and formal complaints routed through SOP 7.1; and it names the inbound channels that count, which include trends in repeat-business KPIs. It requires customer feedback to be analysed at least annually at Management Review under SOP 6.4.

The determined methods, and the evidence against each.

Method under SOP 2.1 Evidence in the period
Trends in repeat business Framework work sustained with Clancy Docwra across the period, and the Kier opportunity recorded at the September 2026 Management Review for reflection in APP_01, APP_05 and APP_06 on commencement. The September 2025 Management Review minuted that major clients including Clancy Docwra continue to demonstrate satisfaction with AMWS performance. A client that re-appoints is stating its perception more reliably than a returned questionnaire
Client meetings and correspondence Managed directly by the Directors; enquiry-to-handover contact recorded through SOP 5.5
Feedback on delivered work Harpole Bowls Club, written, 13/08/2026. Duncan and James D, recorded, 13/01/2026
Formal complaints None recorded in the period under SOP 7.1
Defect call-backs inside the guarantee period SOP 5.5 Stage 8, SROH guarantee period. None recorded in the period
Annual analysis Reported as a Clause 9.3.2 input at the September 2026 Management Review

Basis for closure. The observation was that the 2025-planned generic survey had never been issued, and it proposed a three-question close-out set in its place. Both are survey instruments. A generic survey issued to a customer base of two framework clients and a small handful of others returns little and tells AMWS less than the award of the next contract does, which is why it went two cycles without being issued. The report identified no nonconformity: the clause requires determined methods and monitoring against them, SOP 2.1 determines them, and the evidence above exists for each. Clause 10.2 corrective action responds to a nonconformity.

Decision on method, for minuting. AMWS monitors customer perception by the methods at SOP 2.1 and does not run customer satisfaction surveys. The three-question close-out set drafted at the disposition of 26/09/2026 is not adopted. Where a framework client issues AMWS a contractor performance score or scorecard, that document is filed as clause 9.1.2 evidence on receipt.

Wording follow-up, no new task. SOP 2.1 names client surveys among the channels that count. That is accurate as a list of what would count, and it is not a commitment to run one. The wording is picked up at the Path B review of the 44 SOPs already scheduled for 31/10/2026, so that the procedure states the methods AMWS uses rather than the full list of methods available.

Verification. The two tests written at this report were written for the survey action and are not applied. The test applied in closing it is the table above: each method named in SOP 2.1 has either evidence in the period or a recorded nil return.

Closure and the decision on method are carried as an input to the next Management Review.

Verification outcome at 29/09/2026

# Verification criterion as written Outcome Basis
1 Three-question feedback captured for the next five framework jobs. Criterion superseded Written for a survey instrument that is not adopted. Clause 9.1.2 requires determined methods, and the methods AMWS uses are determined at SOP 2.1.
2 Results recorded in APP_11 KPI Q1 and reviewed at a weekly call. Criterion superseded APP_11 carries no customer satisfaction objective. Clause 9.1.2 does not require one, and clause 6.2 objectives are what the organisation chooses to measure.

The test applied in place of both: every method named at SOP 2.1 has either evidence in the period or a recorded nil return. All six rows of the method table above are satisfied.

Verified by Sean Ashton, HSQE Consultant, on 29/09/2026 and approved for closure under delegated authority; the close-out block is completed accordingly.

Status: CLOSED 29/09/2026 — clause 9.1.2 met by the methods determined at SOP 2.1. No survey instrument adopted