Top quality management at Loop

Quality is really important to us at Loop, so we’re delighted to have retained our ISO9001 qualification for the 11th year running.

ISO9001 covers all quality management processes – it’s basically a case of say what we do, do what we say and then record it.

We not only met the standard, but had some areas of excellent performance. In particular the auditor was impressed with our continuous coaching approach for people in the contact centre and with the way we deal with complaints, especially the causal analysis we carry out to try to ensure we don’t get a repeat of the problem.

It’s this culture of having processes, using and reviewing them which ensures we continue to meet the standard. It’s not a case of simply meeting a benchmark and never moving on, the standard demands continuous improvement, which we’ve clearly been able to demonstrate over the last 11 years.

Gareth Treece, who co-ordinates our quality management processes, said: “Having good quality processes and following them is really important to us at Loop. We need to be certain that the quality of service we give to the customer is top notch and having robust processes that we stick to helps us do that.

“It’s clearly working, as Yorkshire Water was recently named the top utility in the country for customer service. That reflects well on us as we manage almost all of the contact with Yorkshire Water customers.”