POLICY We first started using the phrase Custom Cares way back in 1986 to demonstrate our commitment to providing our customers with quality reliable products that represent good value. We recognise that we must integrate our business values and operations to meet the expectations of not only our customers but also our employees, our suppliers and the community and environment that we work in. Our values are central to our role as an ethical and responsible corporate citizen and we expect every employee to comply with this policy and always act in a way that reflects our core values: Excellence To provide the very best in quality products, systems, service, advice and everything we do. We are committed to selling and delivering the highest quality of systems and services. Value To provide systems and service that offer our customers and supply chain the best value for money. Integrity To act with honesty and integrity in every aspect of our business. The relationships that are critical to our success depend entirely on maintaining the highest ethical and moral standards. Accountability To show care, enthusiasm and dedication in everything we do. We are dedicated to satisfying customer needs and honouring commitments that we have made to them. This policy brings together all of our existing operating principles into one policy under the heading Corporate Social Responsibility (CSR) and the principles encompassed within this policy cover all areas of our operations. COMPLIANCE MONITORING & REPORTING Compliance with this policy will be continuously monitored and reviewed by the company s Directors. Every manager or line-manager is responsible for ensuring that the principles and values set out in this policy are communicated to and observed by all employees and that within their area of responsibility they always comply with this policy. Any employee who suspects that this policy may have been breached must report it to their line manager, other senior manager or a company Director. We will treat all reports and concerns seriously and will take disciplinary action against any employee who threatens or engages in retaliation, retribution or harassment of any person who has reported or is considering reporting a concern in good faith. If the matter is not resolved satisfactorily you may raise a grievance through the company's grievance procedures. Page 1 of 12
SECTION 1 MISSION, QUALITY & ENVIRONMENTAL STATEMENT Custom Fire & Security s mission is to help improve businesses and enhance the safety and security of places where people live and work. Our aim is to maintain and continually improve upon our status as the region s premier choice for security and safety systems. Our strategy is to provide a complete design, installation and maintenance service of electronic security and safety systems in accordance with best professional practice and at a reasonable financial return. We also recognise the importance of protecting the environment and operating our business in a way that is best for the long term interests of our employees and our local community. We are committed to operating our business responsibly and minimising the impact of our activities on the community and environment by taking all measures reasonably practicable to meet all necessary or desirable requirements and to continually improve our performance through the objectives set out within this policy. The key to success in our competitive environment is to continually strive to increase customer satisfaction and to this end:- - The Company is a Recognised NSI NACOSS Gold installer and therefore all employees are committed to meeting the regulatory, legal and environmental expectations of the industry that have been agreed by insurers, police, fire service, professional institutions and relevant trade associations. - The Company provides an environment to encourage employees at all levels to direct their abilities to the benefit of the organisation and their own personal satisfaction; such a policy attracts the best people in our field. - Management keep abreast of technological changes and innovations that may be of benefit to existing markets and provide a direction to new business areas. - Measures are in place in essential core areas of the business, which indicate how well the business is performing. This includes not only basic business measures of cash flow, sales, capital expenditure, etc., but also complaint resolution criteria, false alarm statistics and contractual obligations such as routine maintenance achievement and call out response times. Additionally, data is gathered to determine success in continually satisfying the expectations of the customer. Dissatisfied customers constitute business risk. International Standard ISO 9001:2008 provides a process for satisfying customers. To this end we have developed and implemented a quality management system that meets the requirements of; - International Standard ISO 9001:2008; - NSI Quality Schedule SSQS101 for the design, planning, installation and maintenance of Electronic Security Systems; - NSI Quality Schedule FSQS121 for the design, installation, commissioning, handover and maintenance of Fire Detection and Alarm Systems; - BAFE SP203 Part 1 for the design, installation, commissioning and maintenance of Fire Detection and Fire Alarm Systems; - appropriate industry standards (e.g. PD 6662, BS EN 50132, BS 5839 etc); - local relevant authorities (e.g. ACPO and CFOA policies, building control) - national codes of practice and all statutory and legal requirements to ensure legal compliance (e.g. building regulations, DDA requirements, data protection requirements, WEEE directive, IEE regulations, noise pollution, etc.) Giving confidence not only that installations meet the requirements of the contract and specifications but that our business is committed to continual improvements. Signed: Lee Staff, Managing Director. Page 2 of 12
SECTION 2 ABOUT US Our history The company was founded in 1985 and incorporated in 1986 by the company s present Chairman, Paul Staff, who started working in the electronic security sector in 1973. The name Custom was specifically chosen as it identifies with our aim of providing custom designed solutions to meet our customer s specific requirements. From the outset it was made a criteria that all key personnel within the company would come from a fire or security system engineering background. The company received NSCIA (later becoming NACOSS) accreditation in 1986 and was one of the first 50 security company s in the UK to achieve ISO quality assurance in 1993. Since our formation we have remained an independent family company and are now run by the Managing Director, Lee Staff (Paul s son). The company is 100% owned by Lee and Paul. Our company Custom Fire & Security currently employs around 15 people with an annual turnover of approximately 1.0-1.2m. We operate across all market sectors, and have real experience in providing trusted fire and security solutions to homeowners, businesses, retailers, utility sites and the public sector (including local authority, police authority, NHS). Our offices are located in Verwood, Dorset (15 minutes from Bournemouth) primarily we operate across Dorset, Hampshire and Wiltshire but for key clients we provide our service across the whole of the South, from Devon to London. Our services include a full design, installation and maintenance facility for the following systems: Security Intruder Alarms; CCTV & ANPR; Access Control; Public Address; Gates & Barriers; Nurse call & staff safety. Safety Fire Alarms; Fire Suppression; Fire Extinguishers; Disabled Refuge; Emergency Lighting. What we feel sets us apart from our competitors as a fire and security specialist is our in-depth technical knowledge and the ability to provide and support large and complex systems as well as integrated systems. Our Stakeholders Over the last 30 years we have worked hard to gain the trust and reputation of our stakeholders and we believe this is key to our success. Our stakeholders represent not only our customers but all of those who our business materially affects customers, suppliers, employees, regulatory bodies and local communities (including charities or other NGO s we may deal with). Page 3 of 12
SECTION 3 WORKPLACE 3.1 Equal Opportunities a) It is our firm intent that all employees and job applicants should have an equal level of advancement, access to opportunity and the training necessary to that end, irrespective of their; gender; age; disability; race, nationality or ethnic origin; religion; philosophical or political belief; sexual orientation; or family status. b) It is our policy to employ and provide a suitable environment for people with disabilities. All reasonable facilities will be provided for employees with disabilities to pursue their careers without difficulty or disadvantage. Monitoring c) The disability and ethnic origin sections of the Company s New Employee Starter form are to be completed for all new employees. We guarantee that this information will only be used solely for the purpose of monitoring the effectiveness of this policy. Discipline d) Any employee who harasses, discriminates against or victimises any other person, whether or not they are an employee, on the grounds of any of the above aspects will be subject to our disciplinary procedure. In serious cases, such behaviour will be deemed to constitute gross misconduct and, as such, may result in summary dismissal in the absence of mitigating circumstances Complaints e) If you feel that the letter and general intent of our equal opportunities policy has not been fully implemented then you should draw this to the attention of your line manager or other senior manager, in the first instance. If the matter is not resolved satisfactorily you may raise a grievance through our grievance procedures. Page 4 of 12
3.2 Health & Safety We firmly believe that adequate provisions for health and safety are essential to working life. The maintenance of healthy and safe working conditions and the prevention of injuries and losses are not only of vital importance to the Company s efficiency and success, but also in the best interests of all our employees and their families. We therefore aim to provide adequate control of the health and safety risks arising from our work activities and to this end the company has implemented a Health & Safety Policy. The intent of our health and safety policy is to: prevent accidents and cases of work related ill health; consult with our employees on matters affecting their health and safety; provide information, instruction and supervision for employees; ensure that all employees are competent to do their tasks and to give them adequate training; maintain safe and healthy working conditions; provide and maintain safe plant, equipment and machinery; ensure the safe handling and use of substances; ensure sufficient resources and finances are available for the proper implementation of our policy; review and revise the policy at regular intervals in order to improve and develop our policy. The nine key safety principles that all of our employees are required to comply with are set out below: Do not endanger yourself or others that may be affected by your work or actions. Report any hazardous condition or practice that may cause injury to people, property or the environment. Obey all rules, signs and instructions and do not interfere with anything provided to safeguard yours or others health and safety. If you do not understand speak to your manager before you start work. Keep your work area clean and tidy. Disorder causes accidents, wastes time, energy and materials. Wear protective clothing and equipment as required. Keep it in good condition, wear it correctly and ask for a replacement if it becomes damaged or unfit to use. All accidents, incidents and near misses must be reported to your manager. Seek immediate help and first aid (if necessary). Do not adjust, modify or repair any piece of work equipment unless you are competent and authorised to do so. Use only the correct tools and equipment for the job. Check they are in good before use and use them safely. Before lifting, assess the load and your capability to move it. Make sure you get help with any heavy or awkward items and follow approved techniques. If you have any suggestions to improve safety in your workplace, tell your supervisor or manager We also require contractors to comply with this policy whilst they are carrying out work for us or working on our premises. Page 5 of 12
3.3 Training / Personal Development We have put in place a training policy for our employees, the aim of this is to: help our employees develop the skills knowledge necessary to do the jobs for which you have been recruited. help our employees develop the skills and knowledge required in other jobs in the company, so that flexibility may be achieved at all levels in the company equip our employees for promotion, should the possibility arise increase the effectiveness of everyone in the company, and therefore of the company as a whole. All promotions are made solely on the basis of individual merit, and all suitable candidates will be considered regardless of their gender, age, race, disability, religion or belief, sexual orientation or any other individual aspect set out within our equal opportunities policy. 3.4 Pay & Benefits Staff will receive a fair wage reflecting the environment in which they work and they will enjoy contractual terms which represent reasonable minimum standards that provide for a family friendly, flexible and diverse working environment. We will always meet any national minimum wage and where conditions permit will always try to pay staff a fair living wage. We will not use or condone the use of corporal punishment, mental or physical coercion or verbal abuse. We have disciplinary procedures for any member of staff whose conduct falls below the required standard. 3.5 Workplace climate We will treat all employees fairly and honestly. All staff will have agreed terms and conditions and will have access to our employee handbook which sets out our working practices and their minimum statutory rights. We will not use or condone the use of corporal punishment, mental or physical coercion or verbal abuse. We have disciplinary procedures for any member of staff whose conduct falls below the required standard. We have a formal grievance procedure through which staff can raise personal and work related issues. Working hours shall not be excessive. They shall comply with industry guidelines and national standards where they exist. Staff will be entitled to compensatory rest periods when necessary. All staff will be given reasonable access to bathroom and rest facilities. 3.6 Industrial relations Employees have the rights of freedom of association and collective bargaining. We respect the right of our employees to choose whether or not to join a trade union without influence or interference from management. Furthermore we support the right of our employees to exercise that right through a secret ballot. We will negotiate in good faith with the properly elected representatives of our employees. 3.7 Child labour / forced labour We will not employ illegal child labour, forced or bonded labour, forced overtime or condone illegal child labour. Page 6 of 12
SECTION 4 MARKETPLACE 4.1 Customers We want to lead the way as the region s premier choice for security and safety systems. We strive to deliver the highest levels of service to provide greater customer and employee satisfaction. Ethics We will act in accordance with fair business, marketing and advertising practices. We will respect the human rights of our customers. Customer satisfaction We have transparent and effective procedures in place to address customer complaints and contribute to a fair and timely resolution of disputes without undue cost or burden. Safety & Quality We will take all reasonable measures to ensure the safety of the equipment and services that we provide. We will not make representations or omissions nor engage in any other practices that are deceptive, misleading, fraudulent or unfair. Data protection We will respect customer privacy and provide protection for personal data in accordance with the law and have arrangements in place to protect confidential information and material. After sales & customer retention We are committed to delivering the highest levels of after sales support and customer retention. We commit to and monitor these key areas through our ISO quality management system, which is externally audited. Our customers rely on our after sales maintenance service for the safety and protection of their property, staff and family, therefore, we have developed arrangements under our Business Continuity Plan to minimise the impact and disruption that external events may have on our business. 4.2 Suppliers & supply chain We purchase a wide range of goods and services required in the operation of our business and we also rely on a number of key suppliers for the delivery of our core services, therefore, good working relationships with our suppliers are central to success of our business. For this reason, we clearly state our purchasing policy as part of ensuring that our business standards are integrated throughout the supply chain. Code of conduct We aim to develop strong long-term relationships with our suppliers, based on mutual trust, understanding and respect to the benefit of both parties. We will seek to work with our key suppliers to improve the quality, environmental performance and sustainability of goods and services where this can be achieved to the benefit of both parties. We expect our suppliers to: Adhere to business principles consistent with our own. Ensure that their products and services are produced and delivered to comply with all legislation relevant to their business. Seek to maintain continuous improvement in their supply chain relationship with us. Page 7 of 12
Selection criteria Ensure they adopt and implement acceptable safety, environmental, product quality, product stewardship, labour, human rights, social and legal standards in line with our own code and to ensure these issues are acceptably managed within the supply chain for any products or services supplied to us. We will look to obtain the very best value from goods and services we use to develop our business and give consideration to quality, reliability, logistics, costs, supply chain information and maintenance requirements. We are committed to obtaining and retaining competitive goods and services while at the same time ensuring they are from sources that have not jeopardised human rights, safety or the environment. All suppliers will be required to provide their Sustainability or CSR Policy. Support for local suppliers We aim to purchase products and services locally where they are available in order to benefit the local community, as long as these products and services can be provided in line with this Supplier policy. 4.3 Anti-bribery & corruption We will not tolerate any form of bribery, facilitation payments or corruption and have arrangements in place and set out within a separate anti-bribery and corruption policy. Page 8 of 12
SECTION 5 COMMUNITY We recognise our responsibility to those living and working in our local community to operate and conduct our business in a manner that contributes to our local community. 5.1 Impact on our community We commit to improve our local community by adopting the following measures: Support for community groups, social enterprises and charities. Support and work closely with local police and community groups aimed at addressing local social issues such as anti-social behaviour, crime and vandalism. Increasing local skills by developing new apprenticeship positions and workplace learning. Controlling and minimising the effects of our operations on the environment. 5.2 Charities, sponsorship and donations We undertake to support local community groups, social enterprises and charities who aim to make our community a safer and better place to live. Support is provided not only through financial means but also through providing staff expertise, time and engagement. 5.3 Employee involvement We will support and encourage staff engagement with their local community and their efforts in fund raising and for small scale projects. We are firmly committed to the development and training of our staff and promoting broader opportunities for workplace learning and new apprenticeship positions. Page 9 of 12
SECTION 6 ENVIRONMENT We recognise the importance of protecting the environment and we are committed to operating our business responsibly and in compliance with all environmental regulations and legislation We are committed to: 6.1 Waste preventing pollution and reducing the overall impact of our operations on the environment. Reducing the amount of waste produced and reducing waste sent to landfill. monitoring our environmental performance via our management review process. complying with and where possible exceeding applicable legal and other requirements relating to our business. collaborating with our customers and suppliers to reduce the environmental impact of our business activities. A waste disposal policy is in place to ensure that all waste is disposed of safely and as a minimum in accordance with statutory requirements, as well as increasing the amount of waste reused or recycled. Recycling Recycling facilities are provided within our office and staff are required to separate all waste in order to reduce the amount of general landfill waste generated. Hazardous waste Our business activities involve the supply and service of electrical and electronic equipment, which generates hazardous waste (WEEE regulations). Our waste policy provides specific guidance to staff on how to deal with all types of waste, including waste classed as hazardous, in order to ensure that hazardous waste does not enter landfill or is not released into the environment. Our Policy 6.2 Water All staff and sub-contractors are required to comply with our waste disposal policy, which provides specific instruction on the following key areas: Waste disposal Office Waste Site Waste Hazardous Waste Electronic Equipment (WEEE) Waste batteries Fluorescent Lamps Printer Cartridges Asbestos We recognise that water is a valuable resource and energy is consumed at every stage of the cycle of water supply, treatment and distribution. As such we aim to keep our water usage as low as possible by ensuring that staff do not leave taps running, toilet cisterns are fitted with reduced flush facilities and that vehicle cleaning uses water saving measures. 6.3 Energy We are committed to the reduction of our energy usage through the following practical measures: Office facilities and equipment Page 10 of 12
Sales 6.4 Pollution LED low energy lighting is fitted within all office working environments. Staff involved in the procurement of equipment will be encouraged to select low energy equipment that provides longer term energy and efficiency savings. We are committed to investing in the use of renewable energy sources for our office premises in order to reduce our energy usage and carbon footprint. During the design and selection process, we will aim to promote the selection of energy saving equipment to our customers. Substances that are identified as hazardous or toxic to health or the environment are controlled through COSHH procedures, which clearly identify how the products are to be handled, stored and discarded to protect people and prevent pollution of land, water or air. Procedures are also in place for the management of noise emissions from our operations. 6.5 Materials We are committed to minimising waste and promoting the use of recyclable, renewable and sustainable materials. Some major materials used during the course of our business activities include paper, electrical equipment, cable and SLA batteries. Reduction Staff will be encouraged to reduce their use of materials and prevent waste. Staff involved with the procurement and selection of products will be encouraged to select recycled materials and purchase locally to benefit the local community and minimise the environmental impact of freight. Simple measures that are encouraged include minimising the amount of printed material and setting printers for double sided printing. Reuse & recycling The reuse of waste materials is encouraged wherever possible, however, when it is not our waste policy aims to recycle as much waste as possible. 6.6 Health & safety We actively encourage a safe working environment through the development of our Health and Safety policy and external accreditation (i.e. CHAS) not just for our employees but also our customers and the public who may be affected by our activities. 6.7 Transport Fuel Reduction policy We aim to ensure that our daily activities are planned in the most fuel efficient and time-saving manner possible in order to minimise fuel usage and vehicle emissions. All service vehicles are fitted with tracking devices that are used to prevent and minimise unnecessary journeys and promote slower speeds and higher fuel efficiency to drivers. Vehicles We aim to stay up to date with alternative fuel developments and continue to assess their commercial viability. Page 11 of 12
During the selection and purchasing process of vehicles we aim to buy vehicles that offer improved fuel economy and lower emissions. Page 12 of 12