Our Quality Management System
Independently Audited by DNV
At SD Care Agency, we believe that quality is not something you describe — it is something you prove. Since 2019, our quality management system has been independently certified to ISO 9001:2015 by DNV, one of the world’s leading certification, assurance, and risk management providers. Every year, our systems, processes, and evidence are scrutinised by a DNV auditor. Every year, we open our doors, our records, and our management processes to that independent assessment. The 2025 report is published here in full transparency.
What is ISO 9001:2015?
ISO 9001:2015 is the internationally recognised standard for quality management systems. It sets out the requirements an organisation must meet to consistently deliver products and services that satisfy customers and comply with applicable statutory and regulatory requirements. For a home care agency, it means that every process — from recruiting and training a carer, to planning a care visit, to investigating a concern — is documented, monitored, reviewed, and continuously improved.
Certification is not self-declared. It is only awarded and renewed following a rigorous, independent audit by a UKAS-accredited certification body. Our certification body is DNV — the same organisation that certifies some of the most safety-critical industries in the world.
DNV is one of the world’s leading certification, assurance and risk management providers. Driven by the purpose of safeguarding life, property and the environment, DNV empowers its customers and their stakeholders with facts and reliable insights so that critical decisions can be made with confidence. As a trusted voice for many of the world’s most successful organisations, DNV uses its knowledge to advance safety and performance, set industry benchmarks, and inspire and invent solutions to tackle global transformations. DNV is a UKAS-accredited certification body. PRJN-176615-2019-MSC-GBR.
2025 Audit — Focus Areas
The September 2025 P2 surveillance audit examined three focus areas specific to SD Care’s stage of development and strategic priorities. Each was assessed by DNV auditor Karen Lewis against objective evidence and documented records.
SD Care Guildford is a strong brand and key NHS, Social Care, and private referral provider. The care model has been successfully replicated in London, with shared systems and processes across both sites. A business plan dated December 2024 outlines three pillars of growth: people, technology, and quality.
Degree of control: 4/5AI is now embedded in HR recruitment via a chatbot process that has centralised the hiring dashboard, accelerating screening and on-boarding. Payroll automation has reduced processing time from 1.5–2 days to 10 seconds. Staff compliance training is automated with weekly reminders and real-time tracking.
Degree of control: 2/5 — area of focusUser feedback confirms the high level of quality care provided by SD Care staff. Good communication with staff and relatives allows issues to be resolved quickly. Effective scheduling gives clients meaningful control over their personal hygiene and support packages.
Degree of control: 2/5 — area of focusAnnex A — Auditor Statements
The following table reproduces the verified elements and objective evidence from Annex A of the September 2025 DNV audit report. All elements were assessed and zero nonconformities were identified across the entire audit.
| Verified element of the standard | Objective evidence and auditor’s conclusion |
|---|---|
| Effectiveness of processes for management review |
No nonconformities Minutes from the management review dated 3rd January 2025 and 10th July 2025 and associated documentation were assessed. The process is considered to be effective. |
| Effectiveness of processes for internal audits |
No nonconformities The internal audit programme for 20 January 2025 to January 2026 and records from performed audits were assessed. Records reviewed included: moving and handling, safeguarding, medication administration, care planning audits reflecting clinical care delivery and schedule efficiency, fleet management, employee records, and financial system audits. Process considered effective. |
| Effectiveness of processes for handling nonconformities, incidents, and complaints |
No nonconformities Records of nonconformities including corrections, cause analysis, and corrective actions were assessed. A safeguarding issue raised on 11th August 2025 demonstrated the reporting process was correctly followed; the investigation identified no gaps in systems or processes — root cause was human factors. Process considered effective. |
| Effectiveness of process for determining and addressing risks and opportunities |
No nonconformities Based on interviews with relevant managers and verification of records. The business plan dated December 2024 includes an updated SWOT analysis focusing on the effects of the changing economic climate. Process considered effective. |
| Effectiveness of the processes to establish objectives, plan actions, and evaluate progress |
No nonconformities Verified against the Business Plan (December 2024), the Quality Management Annual Report (30th July 2025), and the Business Continuity Plan (1st June 2025). Most key objectives have been achieved within identified timescales. Many functions are now automated to free up the administration team and ensure delivery of care on time and to the highest quality. Meeting minutes from 03/01/2025 and 10/07/2025 track objectives and completed actions. |
| Effectiveness of the management system to ensure the organisation meets legal and contractual requirements |
No nonconformities A registered manager has been in post since 2012, providing stability in clinical care and input. The general manager ensures all legal and contractual requirements are met by proactively seeking assurance through ISO 9001 accreditation and the CQC inspection process. All staff are trained to national requirements with mandatory training offered online annually. Compliance rates are high — all staff up to date at the time of the visit. |
| Effective control of the use of certification marks and reference to certification |
No nonconformities Certification marks are used on the website, emails, marketing products, and flyers. Current use is in line with DNV guidelines. |
What This Means for Families
ISO 9001:2015 certification is not a box-ticking exercise. When DNV audits SD Care, they examine the actual evidence — the minutes of management meetings, the records of every internal audit, the documentation of every complaint or safeguarding concern, and the plans that drive our improvement year on year. When they find zero nonconformities, it means every element they tested was working as it should.
For families choosing a home care provider, this matters. It means that when your loved one’s care plan is written, reviewed, or changed, there is a documented, quality-controlled process behind it. It means that when a concern is raised, there is a formal investigation process with root cause analysis and corrective action. It means that the people managing your care are held accountable to an internationally recognised standard — and that accountability is verified independently every single year.
View Our ISO 9001:2015 Certification
You can verify our certification independently at any time at certchecker.dnv.com. Project reference: PRJN-176615-2019-MSC-GBR.