Our commitment to our customers
Our reputation is important, and we undertake the following independant certifications to ensure you are getting the highest quality products.
We take our commitments to our customers, staff and the environment very seriously and ensure that we put in place procedures to meet our obligations.
Visit our customer service charter below to find full details of our commitments to customer service.
In our goal to being ‘One of the market leaders and reference point for quality engineered timber solutions’ demonstrates Hampshire Engineered Timber Solutions’ leading role in the industry.
It reflects the importance the company places on product quality and conformity for its customers, as does the certification HETS has in place:
ISO 14001 environmental management
ISO 9001 quality management
Together with the company’s ability to demonstrate adherence to PEFC chains of custody.
Read more ….
We are dedicated to provide our customers with the best service possible and our customer service charter sets out our commitment to this. We commit to:
Help our customers when they need us:
- Use our technical expertise to provide the best overall solution from design to installation for all our customers, liaising closely with them throughout the project to ensure that we provide a quotation to meet their specific requirements.
- Continue to offer an online helpdesk and knowledge base for enquiries relating to building with engineered timber.
Provide quality products and services:
- Provide quality products and services that comply with our own and industry strict quality procedures at every stage of the process from quotation, through manufacturing to delivery – ensuring we deliver right first time anywhere.
Protect health and safety:
- Ensure that the health and safety of our customers is protected – by working to eliminate accidents and ensuring procedures are in place and followed by all of our staff. In addition providing appropriate information around handling our products.
Resolve disputes:
- Investigate and resolve disputes quickly – listen to our customers’ issues, investigate and report back within a set timeframe and to guarantee that any lessons learned are fed back into the business to ensure we strive never to make the same mistake twice.
Listening to our customers:
- Regularly ask for their feedback and act upon it to ensure we constantly improve our products and services.
- Provide drawings and all other appropriate documentation relative to the individual project.
Respond quickly:
- Provide a service around cost and design details within an agreed timeframe to ensure that our customers have the information they need when they need it.
- Answer any queries quickly.
Sustainability and responsible sourcing:
- Operate a strict sourcing policy to only procure our timber from ‘legal and sustainable’ sources.
- Work with our numerous suppliers to ensure we continually improve our environmental performance and further enhance our customer offer.
- Always seeking to develop new products to meet the new environmental and sustainable challenges.
Legislative compliance:
- Keep abreast of future changes to building regulations and adapt and developing our design, quality and product solutions accordingly. Corporate and social responsibility:
- Support Hampshire Engineered Timber Solutions Ltd’s owners pledge to manage our business in the most environmentally and socially responsible manner possible and take the issue of sustainable development seriously.
- Continue to support charities and local communities by both raising funds and providing practical support for specific projects.
Partnering with our suppliers to ensure:
- Consistent stock quality and legal and sustainable sourcing.
- Stable pricing, less susceptible to market fluctuations due to long term purchasing agreements with supplier partners.
- Regular stock turnaround ensuring fresh stock.
- A full range of stock being available quickly to meet customers’ needs.
Hampshire Engineered Timber Solutions (HETS) have been awarded UKCA Mark Product Quality for all Posi Joists, which supersedes the CE Marking scheme now that the UK has left the European Union (EU).
UKCA declaration
View our UKCA declaration of performance for Joists
What is UKCA marking?
The UKCA (UK Conformity Assessed) marking is a new UK product marking that is used for goods being placed on the market in Great Britain (England, Wales and Scotland). It covers most goods which previously required the CE marking, known as ‘new approach’ goods.
The UKCA marking came into effect on 1 January 2021. However, to allow businesses time to adjust to the new requirements, you will still be able to use the CE marking until 1 January 2023 in most cases.
What does UKCA marking do?
UKCA Marking provides assurances that the product meets the legislative standards and has been verified as such that it meets the correct quality parameters.
How does a manufacturer achieve UKCA marking?
In order to affix UKCA Marking to a product, the manufacturer has to perform certain tasks, defined in the designated Euro standard (dEN) or European Technical Approval (ETA). Some of the tasks must be performed by a Notified Body (NB). NBs are either certification bodies or testing laboratories.
Does UKCA marking preclude other marking?
No. Other marking, e.g. BM TRADA Q-Mark or BBA certification, is still permissible ‘provided it helps to improve the protection of users of construction products and is not covered by existing Union harmonisation legislation’. Therefore BBA Agrément Certificates, for example, will still have a valid role to demonstrate that a product is ‘fit for purpose’.
What does all this mean for merchants?
Simply, that merchants would be well advised to source only from suppliers who are able to provide UKCA Marked products as it is possible that Building Control or other authorities may reject the use of products within client projects.
How about timber products? Can they be UKCA Marked?
Our Posi Joists bear the UKCA Mark. The great news is that HETS supplies UKCA marked metal web joists.
What does this achievement mean?
Being ‘ahead of the game’ demonstrates HETS’ leading role in the industry. It reflects the importance the company places on product quality and conformity for its customers, as does the certification HETS in ISO9001 quality management, ISO14001 environmental management, together with the company’s ability to demonstrate adherence to PEFC chains of custody.
Hampshire Engineered Timber Solutions (HETS) ensures we resource our timber responsibly from Chain of Custody suppliers so that we can ensure our customers receive products from forests that are responsibly managed.
The timber and timber products that we use in our systems and Posi-joist manufacture is has certified chain of custody. This means it comes from independently verified legal and sustainable sources. We can provide the paperwork that proves the journey taken by our timber from the forest to you.
The auditors of our Chain of Custody scheme are CATG and the schemes are approved by the UK government and recognised by BRE and the Eco Home assessment scheme. HETS is certified for PEFC products:
PEFC
The Programme for Endorsement of Forest Certification (PEFC) is an international non-profit, non-governmental organisation dedicated to promoting Sustainable Forest Management. The PEFC work throughout the forest supply chain and promote good practice to ensure that timber and non-timber forest products are produced with respect for the highest ecological, social and ethical standards.
The following HETS products have the PEFC certification:
- Open Web Joists
- Associated Timber Framing / blocking
- Glulam
View our certificate here.
ISO 14001 is an internationally recognised standard and its procedures are integrated into Hampshire Engineered Timber Solutions (HETS) quality standards.
HETS are externally certified to the ISO 14001 international environmental standard. This reflects our commitment to reduce our environmental impact and influence our suppliers to create a sustainable supply chain.
Since achieving ISO 14001 certification HETS have launched a number of initiatives that have had a positive effect on the environment, such as achieving a 95% reduction in waste sent to landfill, reducing CO2 emissions from our delivery fleet by 20% and only purchasing timber from sustainable sources. All these demonstrate the commitment that Hampshire Engineered Timber Solutions (HETS) have to protect the environment in which we live, work and play.
ISO 14001 helps us:
- Minimise how our operations negatively affect the environment
- Ensures that we comply with applicable laws and legislation
- Drive continuous improvement
View our ISO 14001 Certificate.
Hampshire Engineered Timber Solutions (HETS) are externally certified to the ISO 9001 international quality management standard. This is the foundation of which all our other procedures are built upon, and demonstrates our commitment to deliver not just a quality product but also a quality service from enquiry to invoice.
Please download our Quality Management System Certificate.
As part of our supply chain solution we offer our customers the opportunity to agree key Performance Indicators (KPIs) with us. Doing this means that our performance is monitored on a regular basis and continuous improvement targets are set and met.
Quality is important to us at HETS, please read our Quality Policy.
Our Associations & Partners
PEFC is the world’s leading forest certification organization.
An international non-profit, non-governmental organization dedicated to promoting sustainable forest management, the Programme for the Endorsement of Forest Certification is the certification system of choice for small forest owners.
Our credible standards seek to transform the way forests are managed globally – and locally – to ensure that all of us can enjoy the environmental, social and economic benefits that forests offer.
The STA represents a wide membership of businesses and people involved in construction using engineered timber, from across the UK.
The STA leads the industry on quality, health & safety, education, technical knowledge and customer service. The STA’s activities include seminars, factory tours, research, provision of information, networking, advocacy and discussion.
The TRA is the respected voice of the trussed rafter and metal web joist industry in the UK. The Association is committed to stringent standards of quality and service and sets a professional benchmark for the industry.
UKCA marking provides assurance that the product has been assessed and complies with the current requirements of relevant standards and meets the minimum requirements of the harmonised technical specification, enabling manufacturers and their agents to place the product on the construction market. Assessment is carried out UK recognised and approved bodies. UKCA Marking applies to our trussed rafters at present however our posi-joists are still operating under the CE Marking scheme.
Our Policy Documents…..
Scope
This document sets out the Building Information Modelling (BIM) Policy of Hampshire Engineered Timber Solutions Ltd (HETS). We will review this policy for continued suitability at a minimum annually and circulate to all staff.
Policy statement
HETS is committed to the implementation of BIM and fully supports its collaborative working to achieve effective and efficiently designed, constructed, and managed projects. We will work with clients and the wider project team to achieve the benefits of an integrated BIM system.
We will comply with best practice and client policies and standards.
Hampshire Engineered Timber Solutions (HETS) ensures we resource our timber responsibly from Chain of Custody suppliers so that we can ensure our customers receive products from forests that are responsibly managed.
The timber and timber products that we use in our systems and Posi-joist manufacture is has certified chain of custody. This means it comes from independently verified legal and sustainable sources. We can provide the paperwork that proves the journey taken by our timber from the forest to you.
The auditors of our Chain of Custody scheme are CATG and the schemes are approved by the UK government and recognised by BRE and the Eco Home assessment scheme. HETS is certified for PEFC products:
PEFC
The Programme for Endorsement of Forest Certification (PEFC) is an international non-profit, non-governmental organisation dedicated to promoting Sustainable Forest Management. The PEFC work throughout the forest supply chain and promote good practice to ensure that timber and non-timber forest products are produced with respect for the highest ecological, social and ethical standards.
The following HETS products have the PEFC certification:
- Open Web Joists
- Associated Timber Framing / blocking
- Glulam
The stated aim of Hampshire Engineered Timber Solutions Ltd (HETS) is to provide a high degree of customer satisfaction by producing high quality projects on time and within budget while promoting health, safety, and environmental issues as primary conditions in everything we do.
We appreciate that providing our customers with the kind of services that makes them happy to work with us again is the most important focus of our business.
This emphasis on customer care is recognised by the company as the responsibility of all Directors, Managers, Staff and Employees who all have a part to play in helping the company to achieve improved customer satisfaction.
Hampshire Engineered Timber Solutions Ltd (HETS) recognises that alcohol and drug abuse related problems are an area of health and social concern. The Company also recognises that alcohol and drug abuse problems can have a detrimental effect on work performance and behaviour.
The Policy applies to all building projects undertaken by Hampshire Engineered Timber Solutions Ltd (HETS) and the activities carried out in connection.
It also applies to UK temporary site offices, UK Head Office, and all other offices.
HETS therefore undertakes:
This policy is communicated to all employees and is available to the public.
The Company is committed to a policy of Continual Improvement.
The company is committed to preventing pollution and to comply with relevant environmental legislation and regulations and other obligations imposed on the organisation.
The company is committed to setting and reviewing environmental objectives and targets.
The company is committed to risk reduction and to work with others including clients, suppliers and sub-contractors to minimise the impact of its operations on the environment.
Promote high environmental standards and the use of environmental best practice throughout the business.
This policy is compatible with the principles adopted and the objectives set in the company’s Health and Safety Policy and Business objectives.
The company is committed to train its employees as appropriate and to promote improvements in environmental performance.
Hampshire Engineered Timber Solutions Ltd (HETS) is committed to managing its activities such that the risks to Occupational Health & Safety (OH&S) of all affected or interested parties are reduced to tolerable risk levels.
HETS is committed to preventing injury and ill health of all personnel affected by its activities.
HETS recognise that construction carries many risks, and that OH&S must therefore be central to and compatible with the organisation’s vision and future.
At Hampshire Engineered Timber Solutions Ltd we believe that every sale is worth achieving and worth doing it well.
We believe that with our experience, products and talent we provide our customers with exceptional sustainable timber engineering systems and service.
Hampshire Engineered Timber Solutions Ltd (HETS) is committed to managing its activities such that the risks to Occupational Health & Safety (OH&S) of all affected or interested parties are reduced to tolerable risk levels.
HETS is committed to preventing injury and ill health of all personnel affected by its activities.
HETS recognise that construction carries many risks, and that OH&S must therefore be central to and compatible with the organisation’s vision and future.
This policy statement sets out Hampshire Engineered Timber Solutions Ltd (HETS) commitment to delivering sustainable construction within our business. Our policy is based around the fundamental tenets of HETS being a regional business with significant use and development of local resources and the inherent community involvement. In line with the Government’s “Securing the future” document.
Hampshire Engineered Timber Solutions Ltd (HETS). are a Timber frame production company based in Hampshire, England who provide well-designed, high-quality, sustainable timber frame buildings. Both our traditional and design & build projects serve a range of construction sector including residential, student accommodation, commercial, schools and community projects. By working within the built-environment, we recognise that the choices we make have both a significant direct and indirect impact on people, organisations and the wider natural environment and therefore acknowledge our responsibility to minimise the environmental impact of our activities and prevent pollution.
Hampshire Engineered Timber Solutions Ltd (HETS) is committed to the development of employees through structured training and learning processes, which incorporates ICE student programme, CSCS, Performance Appraisals, and Statute together with Best Practice within the Construction Industry.
Hampshire Engineered Timber Solutions Ltd (HETS) recognises, and understands, that workplace stress is a health and safety issue that is to be regarded and assessed in the same way as any other workplace hazard.
This Workplace Stress Policy applies to everyone within HETS. Managers are responsible for the proper implementation of the Policy, and the Company will always ensure that all the necessary resources are made available to effectively manage workplace stress.
What is “workplace stress”?
The Health and Safety Executive define stress as, “the adverse reaction people have to excessive pressure or other types of demand placed on them”. This definition draws a distinction between ‘pressure’, and a ‘reaction’ that a person may have when experiencing excessive pressure. An acceptable degree of pressure will usually produce positive outcomes and experiences if it is managed correctly by the individual, and the Company. However, when the pressure experienced is excessive, or the pressure is managed ineffectively, stress can be detrimental to both health and wellbeing.