Commitment to our customers
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.
Being ‘The market leader and reference point for quality engineered timber solutions’ demonstrates Pasquill’s leading role in the industry. It reflects the importance the company places on product quality and conformity for its customers, as does the certification Pasquill has in place:
- ISO 50001 energy management
- ISO 14001 environmental management
- ISO 45001 occupational health and safety management system
- ISO 9001 quality management
Together with the company’s ability to demonstrate adherence to FSC® and PEFC™ chains of custody.
All Pasquill sites have been awarded CE Mark Product Quality, for all Roof Trusses, Posi-Joists and I- Beams that Pasquill supplies carry the CE Mark. We are proud of having become the first national engineered timber manufacturer to obtain CE marking for all of its sites.
View our CE declaration
What is CE marking?
CE marking is a declaration by the manufacturer that the product meets all the appropriate provisions of the relevant legislation implementing certain European Directives. The letters CE stand for ‘Conformité Européenne’, which means ‘European Conformity’. They are a declaration by the manufacturer that its product meets the requirements of the applicable European Directive(s). CE marking is a reliable gauge of superior product quality.
What does CE marking do?
CE marking is essentially a ‘passport’ that allows goods to pass freely throughout Europe without manufacturers having to carry out further testing or certification in order to prove that their products meet the legal requirements in each member state.
How does a manufacturer achieve CE marking?
In order to affix CE marking to a product, the manufacturer has to perform certain tasks, defined in the ‘harmonised’ Euro standard (hEN) 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. Only a few hENs and ETAs have been completed so far, which is why so few construction products on the market currently carry CE marking. As more and more hENs and ETAs start to appear, CE marking will become more commonplace.
Does CE 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 CE marked products as it is possible that Building Control or other authorities may reject the use of products within client projects. Also it will become a legal responsibility for all companies in the supply chain (by July 2013) to only hold stock bearing the appropriate CE Mark.
How about timber products? Can they be CE marked?
Yes. Posi-Joists, Roof trusses, I-Joists and Glulam can all be CE marked. The great news is that Pasquill supplies CE marked options in all these categories. In fact, Pasquill was the first national manufacturer of its kind to achieve such certification.
What does this achievement mean?
Being ‘ahead of the game’ demonstrates Pasquill’s leading role in the industry. It reflects the importance the company places on product quality and conformity for its customers, as does the certification Pasquill has in ISO9001 quality management, ISO14001 environmental management, OHSAS18001 occupational health and safety management, together with the company’s ability to demonstrate adherence to FSC® and PEFC™ chains of custody.
Pasquill 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 truss, I-beam 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 Exova BM TRADA and the schemes are approved by the UK government and recognised by BRE and the Eco Home assessment scheme.Pasquill is certified for both PEFC™ and FSC® products:
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 Pasquill products have the PEFC™ certification:
- Trussed rafters
- Open Web Joists
View our certificate here.
The Forest Stewardship Council (FSC®) is an international, non-governmental organisation dedicated to promoting responsible management of the world’s forests.
FSC® runs a global forest certification system with two key components: Forest Management and Chain of Custody certification. This system allows consumers to identify, purchase and use timber and forest products produced from well-managed forests.
FSC®’s “tick tree” logo is used on product labels to indicate whether products are certified under the FSC® system. When you see the FSC® logo on a label you can buy timber and other wood products, such as paper, with the confidence that you are not contributing to the destruction of the world’s forests.
The following Pasquill products are FSC® certified;
- Sheet materials (OSB, Chipboard & Plywood)
- Trussed rafters (Supplied by our Bodmin branch on request)
View our certificate here.
Constructionline is an online tool where buyers can vet suppliers before placing orders and contracts with them. National housebuilders, in particular like suppliers to be members as it allows them to search information in one place from a specific supplier. This information confirms our commitment to Health & Safety, Quality, Environment, Equality & Diversity, Employee rights. All information submitted has to be verified by Constructionline so buyers have confidence in choosing a supplier.
There are 4 levels of membership and each can only be attained by satisfying the criteria at each level, starting from Bronze through to Platinum. The higher the level the more criteria there are to satisfy.
Pasquill have successfully obtained Gold Member. View our certificate here.
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.
- 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.
- 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.
- Keep abreast of future changes to building regulations and adapt and developing our design, quality and product solutions accordingly. Corporate and social responsibility:
- Support the Saint Gobain 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.
For more information, please view our Customer Service Charter.
ISO 50001 is based on the management system model of continual improvement. This makes it easier for Pasquill to integrate energy management into our overall efforts to improve quality and environmental management.
ISO 50001 provides a framework of requirements to:
- Develop a policy for more efficient use of energy
- Fix targets and objectives to meet the policy
- Use data to better understand and make decisions about energy use
- Measure the results
- Review how well the policy works, and
- Continually improve energy management
View our ISO 50001 Certificate
ISO 14001 is an internationally recognised standard and its procedures are integrated into Pasquill’s quality standards.
All Pasquill branches 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 Pasquill 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 Pasquill and Saint-Gobain 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.
FORS is a voluntary accreditation encompassing all aspects of safety, fuel efficiency, vehicle emissions and improved operations. It allows operators to demonstrate how they are achieving high standards of best practice in safety, efficiency, and environmental protection.
ISO 45001 OHSMS is an internationally recognised occupational health and safety management system.
All Pasquill branches are externally certified to the ISO 45001 international Occupational Health & Safety standard. This reflects our commitment to improve the Health, wellbeing and safety of not just our employees but also our suppliers, subcontractors and of course our clients.
At Pasquill we are incredibly proud of our health & safety record and have worked on a number of projects through the supply chain to reduce risk and improve health and wellbeing.
View our ISO 45001 OHSMS
All Pasquill branches 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 Pasquill, please read our Quality Policy.
The Builders Merchants Federation is the only organisation that represents and protects the interests of Merchants and Suppliers to the merchanting industry.
The BMF has over 480 members ranging from small companies to national Groups. Leading building material manufacturers are Supplier members.
Under the Construction Products Regulation (CPR) CE marking has become mandatory for many construction products in the UK from 1st July 2013. CE marking is the only way to demonstrate that a product, or system, complies with the CPR.
It is a manufacturer’s declaration that their product meets the minimum requirements of a harmonised technical specification, enabling them and their agents to place their product on the construction market.
When applying for CE marking the CPR requires products to demonstrate:
- Appropriate performance for end use – based on initial type testing (ITT) or calculations, plus audit testing for some product types
- Consistent manufacture – based on factory production control (initial and on-going inspections)
These tasks will have to be carried out by the manufacturer or a Notified Body. BM TRADA Certification is a Notified Body for construction products.
Constructionline is the UK’s leading procurement and supply chain management service that collects, assesses and monitors standard company information through a question set that is aligned to PAS 91, the standardised pre-qualification questionnaire developed by BSI to reduce duplication within the construction industry.
Their aim is to provide efficiency savings to public and private sector buyers and the construction industry as a whole by streamlining procurement procedures and improving the supply chain management processes by reducing risk, creating cost efficiencies and helping buyers engage with new suppliers, including SMEs and local companies.
BM TRADA is a leading provider of independent assurance services to businesses around the world; including certification, testing, inspection and verification, technical and training services covering a broad range of standards, schemes and products.
Responsible for the management of forests, the Forest Stewardship Council® is a voluntary program which uses the ability of the marketplace to protect forests and future generations.
The international organisation is devoted to push environmentally sound, socially beneficial and economically prosperous management of the world’s forests. In order to do this they harness market demand to ensure forests are responsible managed and because the organisation is the gold standard in forest certification, it is the only system supported by groups such as WWF, Greenpeace and National Wildlife Federation, to name a few.
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.
Site Safe has been developed by the Structural Timber Association (STA) to ensure its members work closely with principal contractors/clients to give clear concise information and assistance to the principal contractor regarding fire safety on construction sites.
smas are a H&S Assessment organisation that takes great pride in our professionalism, customer service and efficiency.
Working with many of the major UK housebuilders they have developed experience and expertise in new build construction but we also deal with many other construction organisations.
As a dedicated H&S assessment company they do not get distracted by other activities such as H&S Training or Consultancy. This also means that you can be confident that there is no conflict of interest in any of their assessment decisions.
All of their Assessors are qualified H&S professionals, have completed the SSIP Assessor Training and are audited annually by an independently appointed SSIP Auditor.
All of their assessments are undertaken In-House allowing them to offer a consistent standard across assessments. The minimum standards they assess against are clearly set out in the SSIP Core Criteria. The skill of the assessor is to interpret the information provided and ensure it relates to the nature and scope of the business being assessed.
View our Contractor Certificate.
View our Designer Certificate.
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.
The Timber Research and Development Association (Trada) is an international membership organisation dedicated to inspiring and informing best practice design, specification and use of wood in the built environment and related fields.
View our certificate.
As a member of the Supply Chain Sustainability School we work in close collaboration with our stakeholders across the construction industry, by working with customers, suppliers and wider stakeholders, helping accelerate both our own and their sustainability journeys.