Management Review Agenda & Minutes¶

A M Water Services Limited

Document Reference: FORM_MR_001 Issue No: 3
Issue Date: 01/09/2025
Issued By: Senior Management
Classification: Sensitive Uncontrolled when Printed

Attendees: Aaron Mason, Leanne Mason, Sean Ashton (Onyx Operations - HSQE Consultant)
Absent with apologies: None

Review written by: Sean Ashton
Review approved by: Aaron Mason

A meeting was held at A M Water Services Head Office on 27/09/2025 to review the current year's business performance and agenda items below.

Agenda to be considered:¶

Actions from the previous meeting
The status of actions from previous management reviews
Changes in external and internal issues that are relevant to the EHQMS
Information on the performance and effectiveness of the quality management system, including trends in:
1. customer satisfaction and feedback from relevant interested parties
2. the extent to which quality objectives have been met
3. process performance and conformity of products and services
4. non-conformities and corrective actions
5. monitoring and measurement results
6. audit results
7. the performance of external providers
8. Changes in Significant Environmental Aspects
9. Fulfilment of Compliance Obligations
The adequacy of resources
The effectiveness of actions taken to address risks and opportunities
Opportunities for improvement
Supplier Quality and Delivery
Objectives & Targets
Policies

1. Actions from Previous Meeting¶

Previous Actions Status:

Stage 1 ISO audit completed successfully - COMPLETED
Insurance renewals November 2024 - COMPLETED
Mental health first aid training implementation - COMPLETED

2. The status of actions from previous management reviews¶

All actions from the previous management review have been successfully completed and closed out. The transition to Onyx Operations as the new HSQE Consultant has ensured continuity following the closure of SQR Group, with all historical actions maintained and tracked through the new digital platform.

3. Changes in external and internal issues relevant to the EHQMS¶

3a. Needs and expectations of interested parties, including compliance obligations¶

Discussion
Major clients including Clancy Docwra continue to demonstrate exceptional satisfaction with our performance. The AMP8 investment period (2025-2030) has commenced, providing substantial growth opportunities.

A M Water Services has changed their ISO Consultant from SQR Group to Onyx Operations following the demise of SQR Group. We have taken forward the previous year's work and enhanced it significantly.

Digital Transformation Achievement: The company has revolutionised its management system through implementation of an online IMS platform (https://publish.obsidian.md/amwsiso). This represents a fundamental improvement over traditional office document systems. The platform eliminates version control issues that plague paper-based systems - no more concerns about operatives working from outdated procedures stored in filing cabinets. Field teams access current safety documentation directly from mobile devices without returning to the office. The system creates automatic audit trails demonstrating compliance without manual filing. Updates are instant across all users, removing the delays of printing and distributing revised documents.

Additionally, we have developed and launched a virtual site/van system that rolls up all required information for site contractors. This innovation consolidates risk assessments, method statements, permits, and safety documentation in one accessible location, ensuring teams have everything needed for safe, compliant operations.

Conclusion
Stakeholder expectations are exceeded through innovative digital solutions that provide tangible operational improvements over traditional document management.

Action items	Person Responsible	Deadline
None	N/A	N/A

3b. Legal requirements and other requirements¶

Discussion
Full compliance maintained with all applicable legal requirements. Insurances renewed successfully November 2024. CDM 2015 compliance exemplary. Environmental permits and waste carrier licenses current.

Note: The company does not currently hold WIRS accreditation but this is identified as a strategic objective for the coming year.

Conclusion
Legal compliance remains exemplary with zero enforcement actions or breaches.

Action items	Person Responsible	Deadline
Progress WIRS accreditation	Sean Ashton	31/03/2026

3c. Risks and Opportunities¶

Discussion
The Risk and Opportunity Register has been updated against the last version and now includes specific AMP8 opportunities. New opportunities in sustainable water management and emergency response have been identified and incorporated. Risk mitigation strategies strengthened for skills retention and supply chain resilience.

Conclusion
Updated Risk and Opportunity Register provides robust framework for strategic decision-making.

Action items	Person Responsible	Deadline
Quarterly review of AMP8 opportunities	Aaron Mason	31/10/2025

4. Information on the performance and effectiveness of the quality management system¶

4.1) Customer satisfaction and feedback from relevant interested parties¶

Discussion
Customer satisfaction levels remain exceptionally high with positive feedback received consistently from water company clients. Emergency response times exceed expectations. Quality of workmanship receives particular praise.

Conclusion
Customer satisfaction exceeds all targets.

Action items	Person Responsible	Deadline
Implement formal customer survey	Sean Ashton	30/11/2025

4.2) The extent to which quality objectives have been met¶

Discussion
Performance against SMARTER objectives demonstrates strong achievement across all areas:

Quality Management:

Customer complaint rate maintained at 1.3 per 1000 customers (Target: <2) - EXCEEDED
First-time completion rate at 96.2% (Target: >95%) - ACHIEVED
ISO 9001 surveillance preparation complete with zero major NCRs anticipated - ON TRACK

Health & Safety:

Zero RIDDOR incidents and Lost Time Injuries maintained throughout period - TARGET MET
RAMS completion rate at 100% for all jobs - ACHIEVED
Safety training currency at 100% with SMSTS qualification underway for supervisors - ACHIEVED

Environmental Performance:

Zero environmental incidents, spills or breaches recorded - TARGET MET
Waste diversion rate at 82% (Target: >80%) - EXCEEDED
Fleet emissions baseline data collection commenced for Q4 2025 completion - ON TRACK

Business Excellence:

Equipment availability at 96.8% (Target: >95%) - EXCEEDED
4 improvements implemented this quarter (Target: ≥3) - EXCEEDED
Director site visits: Aaron Mason 6 visits, Leanne Mason 4 visits monthly average (Target: 2 per director) - EXCEEDED

Conclusion
All 12 SMARTER objectives are either achieved or on track, demonstrating effective implementation of the enhanced KPI framework.

Action items	Person Responsible	Deadline
None	N/A	N/A

4.3) Process performance and conformity of products and services¶

Discussion
All processes performing within control limits. Implementation of APP_01 (Context and Interested Parties Log) provides dynamic tracking of stakeholder requirements. APP_02 (ISO Clause Application Matrix) maps how each ISO requirement is addressed. APP_2.1 (Process Application Log) creates visibility of process interactions. These new implementations eliminate lag in paper-based reporting, provide real-time visibility, and enable immediate corrective action when needed.

Conclusion
Process performance excellent with new appendices providing enhanced capabilities.

Action items	Person Responsible	Deadline
None	N/A	N/A

4.4) Non-conformities and corrective actions¶

Discussion
All 16 internal audits completed successfully, demonstrating more thorough programme than previous year.

Best performing audits included:

Context & Leadership Audit: Excellent strategic alignment with vision cascaded throughout organisation
Operations Audit: Robust operational controls with exemplary site management
Environmental Management Audit: Comprehensive environmental controls, zero gaps
Document Control Audit: Digital platform provides superior version control
Emergency Preparedness Audit: Comprehensive procedures with successful drills

Only two minor observations identified. All corrective actions implemented.

Conclusion
Completion of all 16 audits with minimal findings demonstrates system maturity.

Action items	Person Responsible	Deadline
None	N/A	N/A

4.5) Monitoring and measurement results¶

Discussion
Enhanced SMARTER KPI dashboard provides clear performance visibility:

Monthly Core Metrics (all green status):

Safety: 0 RIDDOR/LTI incidents (Target: 0) ✅
Quality: 1.3 complaints per 1000 customers (Target: <2) ✅
Environment: 0 incidents (Target: 0) ✅
Operations: 96.2% first-time completion (Target: >95%) ✅
Equipment: 96.8% availability (Target: >95%) ✅

Quarterly Strategic Metrics:

Training compliance: 100% (all certifications current)
Waste diversion: 82% (exceeding 80% target)
Improvements implemented: 4 (exceeding target of 3)
Management site presence: Averaging 5 visits per director monthly

The new SMARTER framework has improved measurement clarity with specific evaluation methods and clear ownership. Weekly operational reviews by Aaron Mason and Jason May ensure rapid response to any emerging issues. Monthly tactical reviews track the five core KPIs with immediate escalation triggers for any amber or red status indicators.

Conclusion
SMARTER monitoring framework delivers enhanced performance visibility and accountability.

Action items	Person Responsible	Deadline
None	N/A	N/A

4.6) Audit results¶

Discussion
All 16 internal audits completed as scheduled. ISO 9001, 14001, 45001 (SSIP) Surveillance 1 audit arranged for end of October. WIRS audit not completed - this is an objective for next year.

Conclusion
Audit programme complete with surveillance preparation on track.

Action items	Person Responsible	Deadline
Prepare for surveillance audit	Sean Ashton	31/10/2025

4.7) The performance of external providers¶

Discussion
PQQs and Annual Supplier Evaluations completed for 32 suppliers by HSQE Consultant. Leanne Mason conducted documented performance reviews on contractors in January 2025. All reviews documented on the system. Suppliers maintain required insurances and accreditations.

Conclusion
External provider performance systematically monitored with all meeting requirements.

Action items	Person Responsible	Deadline
None	N/A	N/A

4.8) Changes in Significant Environmental Aspects¶

Discussion
Environmental Aspects Register reviewed. No new significant aspects. Existing aspects well controlled. Waste segregation improving. Fuel consumption monitored. Chemical storage COSHH compliant.

Conclusion
Environmental aspects stable and controlled.

Action items	Person Responsible	Deadline
None	N/A	N/A

4.9) Fulfilment of Compliance Obligations¶

Discussion
All compliance obligations met for ISO 9001, 14001, 45001. Legal compliance 100%. WIRS accreditation identified as strategic objective (not currently held).

Conclusion
Compliance obligations satisfied with WIRS plan in place.

Action items	Person Responsible	Deadline
Develop WIRS accreditation plan	Sean Ashton	30/11/2025

5. The adequacy of resources¶

Discussion
Resources appropriate for operational demands. Skilled workforce of 20 personnel with comprehensive competency matrices. Modern equipment maintained under preventive schedules. Training resources enhanced through Onyx Operations partnership. Supervisors progressing through SMSTS. Financial resources strong. Digital platform reduces administrative burden whilst improving compliance.

Conclusion
Resources adequate and effectively deployed.

Action items	Person Responsible	Deadline
Complete SMSTS training	Aaron Mason	31/12/2025

6. The effectiveness of actions taken to address risks and opportunities¶

Discussion
Risk mitigation effective. Apprenticeship programme addresses skills shortage. Supply chain risks mitigated through diversification. AMP8 opportunities captured. Digital transformation creates competitive advantage noted by clients.

Conclusion
Risk and opportunity management delivers tangible benefits.

Action items	Person Responsible	Deadline
None	N/A	N/A

7. Opportunities for improvement¶

Discussion
ALL documents revised and updated - manuals, policies, and SOPs comprehensively reviewed. This ensures procedures reflect current best practice.

The digital IMS transformation delivers substantial improvements over office document systems. Version control automatic - no outdated procedures. Instant access from any location - no office filing delays. Audit trails automatic - compliance demonstrated without manual records. Real-time updates - all teams work from current information.

QR coding for plant equipment under development for instant access to inspection records. Through Onyx Operations acquisition, training and development modules being created for structured career pathways.

Conclusion
Substantial improvements implemented with clear roadmap for enhancement.

Action items	Person Responsible	Deadline
Implement QR coding	Sean Ashton	31/01/2026
Develop training modules	Sean Ashton (Onyx)	31/03/2026

8. Supplier Quality and Delivery¶

Discussion
32 suppliers evaluated through PQQs and annual reviews. No significant quality issues. Delivery performance 98% on-time. Performance tracked in digital platform enabling trend analysis.

Conclusion
Supplier performance meets requirements with robust monitoring.

Action items	Person Responsible	Deadline
None	N/A	N/A

9. Objectives & Targets¶

Discussion
The revised Register of HSQE Objectives (APP_11) using SMARTER methodology shows exceptional performance:

Achievements against SMARTER criteria:

Specific: All 12 objectives clearly defined with measurable outcomes
Measurable: Quantified targets with defined measurement methods
Achievable: Realistic targets based on current baselines
Relevant: Direct alignment with business strategy and #TEAM philosophy
Time-bound: Clear timelines (daily/monthly/quarterly/annual)
Evaluated: Specific evaluation methods for each objective
Reviewed: Structured review cycle (weekly operational, monthly tactical, quarterly strategic)

Key successes:

Zero harm workplace maintained (H1 objective)
Customer satisfaction exceeding targets (Q1 objective)
Environmental protection exemplary (E1 objective)
Continuous improvement culture embedded (B2 objective - 4 improvements vs target of 3)
Leadership visibility strong (B3 objective - directors exceeding visit targets)

Areas for focus:

Fleet emissions baseline establishment (E3 - on track for Q4 2025)
WIRS accreditation progression (not currently in SMARTER objectives but identified as strategic priority)
Near miss reporting enhancement through incentivisation

The single accountability model (one named owner per KPI) has improved ownership and delivery. The escalation triggers ensure rapid management attention when needed.

Conclusion
SMARTER objectives framework delivering measurable improvements with clear accountability.

Action items	Person Responsible	Deadline
Implement near miss incentive scheme	Aaron Mason	31/10/2025
Complete fleet emissions baseline	Aaron Mason	31/12/2025

10. Policies¶

Discussion
Integrated HSQE Policy reviewed and appropriate. All supporting policies reviewed and updated through documentation revision.

Conclusion
Policies suitable and effective.

Action items	Person Responsible	Deadline
None	N/A	N/A

Management Review Outputs¶

a) Continuing suitability, adequacy, and effectiveness of the IMS¶

IMS confirmed suitable, adequate, and effective. Digital transformation provides clear advantage.

Approved: QR codes, training modules via Onyx, virtual site/van enhancement.

c) Changes to EHQMS¶

No structural changes. Continue digital enhancement.

d) Actions when objectives not achieved¶

Near miss reporting to be incentivized.

e) Integration opportunities¶

Digital platform enables seamless HSQE/operational integration.

f) Strategic implications¶

AMP8 position strong. WIRS pathway supports expansion.

Communication¶

Leanne and Aaron Mason with Jason effectively capture and share information through WhatsApp channels, with HSQE Consultant support. Toolbox talks deliver safety messages (attendance varies with operational demands but multi-channel approach ensures coverage).

Next Review: 31st March 2026¶

Prepared by: Sean Ashton - HSQE Consultant (Onyx Operations)
Date: 27/09/2025

Approved by: Aaron Mason - Director
Date: 27/09/2025

Approved by: Leanne Mason - Director
Date: 27/09/2025

#TEAM - Together Everyone Achieves More