Quality Policy

Quality Policy

To share and communicate to all Kensa Ltd employees , stakeholders, and the wider community our commitment to providing an outstanding service to our clients and customers and to implement systems to achieve a ‘Right First Time’ approach to quality. The policy applies to all Kensa Group Ltd operations and its subsidiary businesses, Kensa Engineering Ltd, Kensa Heat Pumps Ltd, Kensa Contracting Ltd, and Kensa Utilities Ltd. The policy is reviewed and if necessary, revised annually. We also want to encourage and work with our supply chain partners to adopt, if not already doing so, our commitment to operate at the highest standards of quality for our industry.

To be an organisation recognised by our employees and external stakeholders for being the leader in, and foremost promoter for, quality working practices , processes and standards, whilst fulfilling our commitment to electrify the transition to sustainable and affordable heating and cooling for everyone. We make things better for our customers, using our knowledge, skills and unwavering focus on quality.

We, the Chief Executive Officer, leadership team, and functional managers, are committed to ensuring that our management system is effective in achieving quality and satisfying both existing and future customers. Our aim is to ensure that all our customers have the best experience possible. We will achieve this by innovating with purpose , using technological solutions where possible , and implementing monitoring systems to ensure our solutions are effective in delivering the best possible outcomes for our clients, customers and stakeholders.

We are committed to building on what we’ve achieved and want to be better so are continuously improving our systems across all our activities by:

• Complying with all legislation, regulations, codes of practice and other requirements relevant to our operations ,

• Achieving, through continuous improvement, Kensa Group’s certification to ISO 9001

• Maintaining our Micro Generation Certification Scheme (MCS), and developing an integrated management system using the Plan, Do, Check and Act (PDCA) approach ,

• Deploying the optimum leadership and management structure required to deliver our policy

• To develop and promote quality consciousness amongst all Kensa employees to ensure the desired outcome for our customers ,

• Working with clients, customers , stakeholders and our supply chain to understand their needs and to establish and maintain our quality standards ,

• Continually review the suitability of our policies, procedures and technological advances in conjunction with the demands and expectations of all interested parties, to ensure that they are appropriate to the nature, scale and impacts of the company’s activities, products, services and risks ,

• Identifying and providing all the training required to ensure our leaders, managers and colleagues are competent and confident in carrying out their duties ,

• Implementing robust processes for the evaluation of customer feedback and lessons learned to prevent the re-occurrence of undesired effects,

• Setting challenging quality performance targets and objectives that address the risks and opportunities within the company, as determined by the senior leadership team ,

• Ensuring our supply chain partners meet the quality standards we set.

• Procuring our raw materials and components to the specified standards and auditing and verifying our supply chain adhere to these standards.

The executive team is accountable for establishing the policy and for monitoring and reviewing the quality aspects and performance of all operations and activities.

I am passionate about upholding the highest possible quality standards in Kensa and ensuring the clients and residents we encounter, receive the best service possible throughout their journey , and we design, build, and install [and maintain -where we have an agreed offer ] our heat pumps to the highest standards of quality . This passion comes with a very a strong sense of responsibility, as a leader, and willingness to prioritise and invest resources to achieve our quality goals. This applies in all our activities, without exception. Whether we’re on a site drilling a borehole , in our Truro factory, in our offices, installing our systems in homes, and businesses, we ensure that we deliver our operations using systems that eliminates errors, continuously reduces risks and enables our people to make the right informed choices. We are always striving to offer the best customer experience to ensure that we not only meet the needs of our clients but exceed their expectations. Our commitment is shown daily by holding ourselves to account in everything we undertake, by listening to our employees and our customers and by being at the forefront of quality standards within the heat pump industry.