Statement

It is the policy of the Star Lite Facilities Management Ltd to always meet or exceed agreed client requirements in security provision and to strive to enhance (increase) client satisfaction on an ongoing basis for all services provided.

These services are referenced in our documented Quality Management System (QMS) and by our Quality System Approval to ISO 9001:2015.

Furthermore, it is the intention of our organisation to conform to all applicable elements of BS EN ISO 9001:2015 Quality Management System Requirements & BS 10800:2020 Provision of Security Services.

Our documented system is therefore written to ensure that our personnel conform to these requirements, in addition to all other applicable Industry Codes of Practice and Legal, Statutory and Regulatory requirements appropriate to our range of services including security screening BS7858:2019.

The Company’s Executive Management Team is committed to this Policy and to the Continual Improvement of the effectiveness of our processes and the overall Quality Management System.

This commitment is demonstrated through the following ongoing activities:

Communicating to everyone in the Company the importance of meeting the agreed client as well as applicable statutory and regulatory requirements.

Establishing and communicating this Policy Statement to all personnel and ensuring that it is understood.

Ensuring the Company Quality Objectives are established and are met including:

• Customer Satisfaction Rating – Over 95%

• Sites Covered – 100%

• Response to incident time – Under 20 mins

Conducting management review to determine the effectiveness of our overall QMS, and to bring about improvements where necessary and internal audits to ensure compliance.

1. Introduction

Star Lite Facilities Management Ltd is dedicated to delivering high-quality security and cleaning services that meet the expectations of our clients, stakeholders, and regulatory bodies.

We are committed to continuous improvement and adherence to industry best practices to ensure exceptional service delivery.

While we do not currently hold ISO 9001 certification, we strive to align our quality management processes with its principles and plan to seek certification in the future.

2. Commitment to Quality

We are committed to providing reliable, professional, and efficient services by:

• Understanding and fulfilling customer requirements and expectations.

• Maintaining a customer-centric approach in all aspects of our operations.

• Ensuring compliance with applicable laws, regulations, and industry standards.

• Continuously improving our processes, training, and technology to enhance service quality.

• Promoting a culture of excellence, accountability, and integrity within our workforce.

3. Compliance with Legislation and Standards

Star Lite Facilities Management Ltd ensures compliance with all relevant legislation, including but not limited to:

• Health and Safety at Work Act 1974.

• Private Security Industry Act 2001.

• Environmental Protection Act 1990.

• Control of Substances Hazardous to Health (COSHH) Regulations 2002.

• The Equality Act 2010.

• The General Data Protection Regulation (GDPR) 2018.

• Any relevant British Standards for security and cleaning services.

4. Quality Objectives

Our key quality objectives include:

• Enhancing customer satisfaction through continuous feedback and improvement.

• Reducing service-related complaints and non-conformities.

• Implementing training and development programs to improve staff competence and efficiency.

• Ensuring that all employees understand and adhere to the company’s quality management practices.

• Maintaining a structured approach to risk management and business continuity planning.

5. Service Delivery Excellence

• Security Services: We ensure that our security personnel are well-trained, vetted, and equipped to provide effective security solutions while upholding professionalism and customer service excellence.

• Cleaning Services: We use safe, high-quality cleaning products and methods to ensure hygiene, efficiency, and sustainability in all cleaning operations.

• Continuous Monitoring: Regular audits, site inspections, and client feedback mechanisms are in place to maintain the highest quality standards.

6. Training and Development

• We invest in ongoing training and professional development to ensure our workforce remains skilled, knowledgeable, and up to date with industry advancements.

• Employees are encouraged to take ownership of quality and contribute ideas for process improvement.

• Mandatory compliance training in health and safety, security protocols, and cleaning best practices is provided to all staff.

7. Continuous Improvement & Future Commitments

• We regularly review and refine our processes to identify opportunities for efficiency and excellence.

• Although we are not yet ISO 9001 certified, we are committed to aligning our quality management system with its principles and achieving certification in the future.

• Technological advancements and industry innovations will be embraced to enhance service delivery.

• Regular management reviews will be conducted to assess performance and drive improvements.

8. Customer Focus & Satisfaction

• We actively seek client feedback to understand their needs and enhance our service offering.

• Complaints and issues are addressed promptly and effectively to ensure customer satisfaction.

• Our commitment to open communication and collaboration ensures strong, long-term relationships with our clients.

9. Monitoring & Reporting

• Key performance indicators (KPIs) and internal audits are used to measure service quality and identify areas for improvement.

• Findings from audits and performance reviews are acted upon to enhance service standards.

• Employees and management work together to ensure compliance and uphold the company’s reputation for quality service delivery.

10. Policy Review & Communication

This Quality Policy will be reviewed annually and revised as necessary to reflect changing business needs, regulatory updates, and customer expectations.

It will be communicated to all employees, stakeholders, and clients and will be made available upon request.