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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

Details of Nonconformity

Statement of Nonconformity: 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. [ ] 3-question feedback captured for the next 5 framework jobs.
  2. [ ] Results recorded in APP_11 KPI Q1 and reviewed at a weekly call.

Recommendations

  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
Verification By

Status: OPEN — owner Aaron Mason; target close 30/09/2026