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1.2.5 Quality Control System
Grantees shall have a documented quality control system, which is a set of procedures that are designed to provide a review of all program functions, which includes a dwelling unit check and measurement of client satisfaction. Final inspections shall be completed on every unit by individuals who did not install the weatherization measures on the inspected unit. However, completing final inspections is not a quality control system. A quality control system shall include review of the following areas:


 * 1) Energy Audit accuracy and appropriateness;
 * 2) Work Order/Work Agreement appropriateness;
 * 3) Client understanding of work to be performed;
 * 4) Completeness of work performed;
 * 5) Quality of work performed;
 * 6) Compliance with applicable health and safety requirements;
 * 7) Client satisfaction with work performed;
 * 8) Client benefits received;
 * 9) Documentation of contractor performance; and
 * 10) Feedback loop to convey performance below standards to those performing the work (contractors and staff).

Documentation of the Contractor (or staff) Performance Management system is required as part of a Grantee Quality Control system.

Performance of quality control inspections is particularly important when a grantee has units for which both the audit and final inspection were performed by the same person. In such situations, it is essential that a sample of these units be inspected by someone who did not perform the audit.

Include a written policy that describes how the Grantee will verify failed heating systems as reported by their subcontractors. This could include having multiple contractors and not having replacements performed by the same contractor who identified the failure; obtaining a percentage of the failed heating systems and verifying the failure with destructive tests; or using other methods to ensure that reported failures are accurate.

Grantees shall track service-related complaints. All serious complaints, such as those having potential legal consequences, those relating to severe structural damage, or those where client health appears to have been severely impacted by weatherization activities shall be forwarded to the Division within seven (7) days.