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SOP 5.5 — Enquiry to Handover

Where this procedure sits in the system

How this procedure links into the rest of the IMS.

Document Reference Issue Number Issue Date Next Review Approved By Controlled By
SOP_5.5 1 08/09/2026 08/09/2027 Aaron Mason, Director Aaron / Leanne Mason · Sean Ashton

ISO 9001:2015 Clauses 8.2, 8.5.2, 8.5.3, 8.5.5 and 8.6 — requirements for services, identification and traceability, customer property, post-delivery activities, and release of services.

Why this procedure exists

AMWS has always run work from enquiry through to invoice, but had no written description of how. SOP 5.1 covers RAMS, SOP 5.2 covers change, SOP 5.3 covers suppliers, SOP 7.1 covers things going wrong and SOP 2.1 covers the customer relationship. Nothing joined them into the delivery sequence, and five ISO 9001 clause 8 requirements had no home.

This procedure describes what already happens, and names the records that already exist. It does not introduce new steps.

Procedure overview

A M Water Services delivers water utility installation, repair and maintenance, reinstatement and grab services under framework arrangements and by direct instruction. Every job runs through the same seven stages: enquiry → review and acceptance → mobilisation → service provision → release and handover → invoicing → post-delivery.

Work is not accepted until the requirements are understood and AMWS is satisfied it can meet them. Work is not released to the client until the completion records are in place. The job reference ties the records together.

Stage 1 · Enquiry

Enquiries arrive by framework instruction, client portal, telephone or email. Grab hire is typically a direct instruction. Enquiries are received by a Director or the admin team and passed to the Managing Director.

Every enquiry is logged with its source, the client, the location and what has been asked for.

Stage 2 · Review of requirements before acceptance (Clause 8.2)

Work is not accepted until this review is complete. The Managing Director, with the Site Supervisor where the work is operational, confirms:

Check What is being confirmed
Scope What is being asked for is understood and unambiguous, including anything the client has stated and anything not stated but necessary for the work
Capability AMWS holds the competence, plant, materials and people to deliver it — competence verified through ComplianceTrack
Statutory and regulatory NRSWA permits and notices, Section 50 licence, traffic management, water quality requirements, CDM role and whether F10 notification applies
Client-specific requirements Framework terms, water company standards, approved-materials lists, reporting requirements
Programme and price Deliverable in the time asked, at a price that does not compromise the method
Anything AMWS cannot meet Raised and resolved with the client before acceptance, not afterwards

The outcome is recorded against the job. Where a requirement changes after acceptance, the change is agreed with the client and the affected documents are amended. Where the change affects HSQE performance, it is handled under SOP 5.2 Management of Change (Clause 8.2.4).

Stage 3 · Mobilisation

Activity Reference
Job reference allocated — the thread for every record that follows This procedure, Stage 6
Task-specific RAMS produced, approved and briefed; PowRA on arrival SOP 5.1
Permits issued where the work requires one — excavation, hot work, confined space FORM_PTW_01
Underground services located — CAT scan and service plans; NUAR as it is mandated POL_HSQE_06
Traffic management and street works notices arranged APP_10 L22–L25
Materials ordered from the approved list; WRAS-approved products only SOP 5.3 · APP_19
Operative competence confirmed for the tasks allocated APP_13
Welfare arrangements confirmed with the client or principal contractor POL_HSQE_26
Plant and equipment fit for use — inspection and calibration in date APP_14

Stage 4 · Service provision

Work proceeds to the approved RAMS under the supervision of the Site Supervisor. Daily worksheets record what was done, by whom, and any change of condition. Waste leaves site under a transfer note to a licensed carrier (SOP 9.4).

Where the work does not conform (inspection or test failure, process or compliance failure, service fault) it is raised as a non-conformance under SOP 7.1 (Clause 8.7) and not passed on.

Stage 5 · Identification, traceability and customer property

Traceability (Clause 8.5.2)

Every job carries a job reference, and these records are filed against it:

  • Daily worksheets and the approved RAMS
  • Product compliance certificates — WRAS approvals, CE / UKCA marking, and material batch details for pipe and fittings
  • Chlorination records and bacteriological sample results
  • Pressure test records
  • As-built drawings showing what was installed
  • Installation compliance certificate, signed by a competent person
  • Reinstatement record and any highway authority correspondence
  • Waste transfer notes

These are the records already named in POL_HSQE_28. This procedure states that the job reference is what ties them together and where they are filed.

Property belonging to the customer or an external provider (Clause 8.5.3)

Client-supplied materials, hired plant and the client's own asset are checked on receipt, identified, and used only for the purpose supplied. Loss or damage is reported to the client at the time and recorded.

Hired plant remains the hire company's property; its examination certificates stay with the hire company and AMWS does not extend its own certification to it. See SOP 8.6.

Stage 6 · Release and handover (Clause 8.6)

The job is not released to the client until every one of these is complete. Confirmed and signed off by the Site Supervisor:

  • [ ] Works complete to the agreed scope and specification
  • [ ] Test records complete and passed — pressure test, chlorination, bacteriological samples where applicable
  • [ ] Reinstatement complete to the Specification for the Reinstatement of Openings in Highways
  • [ ] Permits closed out
  • [ ] As-built records and the installation compliance certificate issued
  • [ ] Site cleared, waste removed under transfer note, plant off-hired
  • [ ] Any non-conformance raised during the works closed under SOP 7.1

Where any item is outstanding, the job is not handed over until it is resolved or the client has accepted it in writing.

Stage 7 · Invoicing

Invoicing follows handover and is raised against the accepted scope plus any variations agreed under Stage 2. Where a client applies its own valuation or application-for-payment process, that process governs. Invoicing queries that indicate a service failure are routed to SOP 7.1 rather than handled as a purely commercial matter.

Stage 8 · Post-delivery (Clause 8.5.5)

AMWS's obligations continue after handover.

Reinstatement guarantee. Street works reinstatements carry a guarantee period under the Specification for the Reinstatement of Openings in Highways, commonly two years and extended for deeper excavations. The period applicable to each scheme is confirmed with the highway authority. Defects notified within the guarantee period are attended, remedied and recorded against the original job reference.

Defect call-back and warranty. Defects reported on installed works are investigated, remedied where AMWS is responsible, and raised as a non-conformance under SOP 7.1 so the cause is understood.

Feedback. Post-completion feedback is captured and analysed under SOP 2.1 and reported at Management Review.

Records

Record Held by Retention
Enquiry log and acceptance review Directors / admin Per SOP 4.7
Job file — worksheets, RAMS, permits, test and compliance records, as-builts Site Supervisor / admin Per SOP 4.7, and for the duration of the guarantee period as a minimum
Handover sign-off Site Supervisor Per SOP 4.7
Post-delivery defect records Directors Against the original job reference

Responsibilities

Who What
Aaron Mason (Managing Director) Reviews and accepts enquiries; confirms capability and price; owns the client relationship
Leanne Mason (Director) Enquiry logging, purchase orders, job files, invoicing, record retention
Jason May (Site Supervisor) Mobilisation, supervision, worksheets, test records, permit close-out, handover sign-off
Sean Ashton (HSQE Consultant) RAMS production, procedure currency, audit of this process

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