Quality and Sustainability in our Products and Services

Quality in our products and services

Our reputation and ability to attract and retain clients and grow our business in line with our strategic objectives relies on our ability to deliver innovative, lasting, high-quality solutions through our products and services. We ensure the quality of our products and services is maintained by following a consistent approach and adhering to international standards and recognised practices in quality management. They are incorporated into the way we work through the Integrated Management System (IMS) and assist us in leading by example, one of the values which informs our strategy.

The IMS defines common working practices across our global operations and helps us track and manage risks and opportunities in all the projects we deliver to clients. It is based on and certified against a wide range of international standards in the following areas:

• Quality, health & safety and environment - Quality management (ISO 9001), Occupational Health & Safety management (ISO 45001), Environmental management (ISO 14001).

• Integrity - Compliance management (ISO 37301), Anti-bribery management (ISO 37001).

• Information management - Information management using building information modelling (ISO 19650).

• Information security and data privacy – Information security management (ISO 27001).

We are continually fine-tuning our working practices and processes to improve project quality and service delivery for our clients and support our business objectives. One of the inputs for improvement is feedback we receive from clients via our client satisfaction survey. Over 2023 the clients who submitted a client satisfaction survey on average scored us 8.4 out of 10 on overall satisfaction (2022: 8.4).

In 2023 we updated various project management and design & engineering processes. This included further harmonising project and product delivery processes across our five business lines to improve consistency and reliability of performance to enhance our service delivery for stakeholders.

In 2023, our Corporate Quality, Health, Safety and Environment (QHSE) department coordinated internal QHSE audits in all our business lines and in 35 of our offices. These were conducted by our global network of independent internal auditors. External QHSE audits were conducted in Australia, India, Indonesia, the Netherlands, the Philippines, South Africa, the United Kingdom and Vietnam. As a result of these audits, the validity of our ISO 9001:2015 (Quality), ISO 14001:2015 (Environment) and ISO 45001:2018 (Occupational Health and Safety) certificates were continued to September 2025. External Integrity & Compliance audits took place in Indonesia, the Netherlands, Poland and the United Kingdom by EuroCompliance. These resulted in our ISO 37001:2016 (Anti-bribery) and ISO 37301:2021 (Compliance) certificates being renewed to November 2026.

We continued our certification against the requirements of the Information Management using Building Information Modelling (BIM) capability in accordance with ISO 19650 in 2023. Successful external surveillance audits were conducted in South Africa and Indonesia, and we extended our certification to another country (the Philippines). ISO 19650 is the international standard for managing digital information throughout the life cycle of built assets and construction projects of all sizes and levels of complexity. The certification demonstrates we can provide clients with better and more sustainable solutions, faster delivery times and improved risk management. It shows we are committed to using a standard approach to define, create, validate, and share project information.

All our global certificates can be viewed and downloaded from our website.

Sustainability in our products and services

As a company, the positive impact we achieve through our work for clients is far more significant than reductions we make on our direct footprint. To maximise this impact, it is important that all our people and systems reflect and reinforce our purpose. Until early 2023, we demonstrated project impact through individual project examples.

April 2023, we started measuring the impact of our projects on people and planet on 5 themes: climate change, biodiversity, resources, social value and safety. At the end of 2023 we had assessed some 1,000 projects across our portfolio. We measure our impact as follows: -1 for negative, 0 for neutral, +1 for positive and +2 for very positive, and provide an average score for our performance per theme. In 2023 our overall positive ‘score’ increased from 2.97 end-April to 3.19 at the end of the year. Going forward we aim to expand our assessment to a wider part of our portfolio, and to grow the pentagon further into the green, see the Sustainability section.

Clients are asked for feedback when projects are completed. Most of our clients rate us Good or Very Good on delivering on our purpose Enhancing Society Together. In 2023, this resulted in an average Enhancing Society Together score of 7.5 out of 10.

Our Gold rating from EcoVadis was renewed after an assessment at the end of 2023. EcoVadis is the world’s largest and most trusted provider of business sustainability ratings. It evaluates how well our company has integrated the principles of Sustainability/CSR into our business and management system. It includes environment, labour practices & human rights, fair business practices, anti-corruption and sustainable procurement.