The Cinque Port and Haven of

A Trust Port  Managed  by the Sandwich Port and Haven Commissioners under  ancient Acts of Parliament


Site Map

Sandwich Port and Haven

Aspiring to work to the provisions of the

Quality Assurance System ISO 9000

Quality Assurance - ISO 9000 aspirations

Principle 1 – Customer focus

Organizations depend on their customers and therefore should understand current and future customer needs, should meet customer requirements and strive to exceed customer expectations.  

That said the customer (User / Stakeholder) and The Commissioners - holding the Haven in Trust for the Users / Stakeholders - should be seen as one general body with a common interest.

The Sandwich Port and Haven is a Trust Port administered by the Sandwich Port and Haven Commissioners under Acts of Parliament and attendant Legislation.  Eight in number the Commission is made up of two appointees from Dover District Council, two from Sandwich Town Council and the remaining four being drawn from the community of Users of The Haven.  Additionally the public face of the Port and Haven is through the Harbour Master and the Clerk to the Commissioners who are both paid.  The Commissioners themselves receive no remuneration and are bound by the rules of good governance in a Public Office.

In administering The Haven the Commissioners do so entirely on behalf of the Users – the ultimate Stakeholders.  The Stakeholders (Users) for their part need to acquaint the Commission of what they would like – how they would like - The Haven to develop / evolve, within of course, the limits conferred by natural constraints (Geographical) and financial (limitations of income).  In short the Users can have what they want as long as they pay for it.  The Commissioners however, being the body accountable in law, are not bound to undertake Stakeholders / Users desires.

Therefore, in accordance with the forgoing The Sandwich Port and Haven Commissioners will consult with the Users once a calendar year – ideally in the first quarter – in a formally convened meeting.  There will be one representative from each of the identified User Groups, being ten in number at the date of this document.  It will be at this meeting that The Chairman’s Annual Report will be presented and afterwards published on this website.

Quality Assurance - ISO 9000 aspirations

Principle 2 – Leadership

Leaders establish unity of purpose and direction of the organization. They should create and maintain the internal environment in which people can become fully involved in achieving the organization’s objectives.

The Sandwich Port and Haven Commissioners will strive to achieve and maintain an already established unity of purpose gained over many years.  Mindful that the direction of this organisation is governed by the evolution of The Haven both geographically and by User / Stakeholder changing needs.  

The Commissioners will adapt to these needs but within the limits of resources available.  Staff and Users are supported and encouraged to become a united body in creation of a unity of purpose and direction to take The Haven forward, fit for purpose for the use of future generations.

Achievement in this will be through User Group and Stakeholder Meetings in an atmosphere of transparent accountability.  The Commissioners will always be accessible through the website and the Clerk to the Commissioners.  The Harbour Master likewise.

Quality Assurance - ISO 9000 aspirations

Principle 3 – Involvement of people

People at all levels are the essence of an organization and their full involvement enables their abilities to be used for the organization’s benefit.

With just two paid staff their combined skills are regarded highly by The Commissioners.   As and where appropriate the Commissioners will support their continuing Professional Development through relevant training courses and 1 to 1 support.  The Sandwich Port and Haven is an equal opportunities employer.


The Clerk to the Commissioners – newly appointed in 2015 – brings experience of banking and clerical work along with a knowledge of the local area.  As a part of familiarisation she (Andrea Kelly) has benefitted from a trip down river by way of familiarisation and induction.

The Harbourmaster in contrast has many years service as master of vessels and is an authority on the vagaries of the river at all states of the tide.  As demands change he (Capt. Colin Carr) will benefit from training to keep up to date with current issues.

Both the Clerk and The Harbourmaster are encouraged to play a role beyond that for which they are employed.  Thus contributing greatly to proceedings at Commissioners Meetings as well as becoming  a teamwork partner for the benefit of Users / Stakeholders, themselves and the Port and Haven.  Importantly – to help them enjoy their respective roles.

Quality Assurance - ISO 9000 aspirations

Principle 4 – Process approach

A desired result is achieved more efficiently when activities and related resources are managed as a process.

‘The Process’ in so far as the Port and Haven – which is a small port indeed in the scheme of things – is concerned, is not easily defined.

Being a Trust Port it’s function is to provide facilities which the Users / Stakeholders require or which Legislation decrees.   A Legislative example is the provision of a Safe Port.  Therefore the various elements of Health and Safety Legislation that affect this sector will be provided as a matter of course – in so far as they are reasonably practicable.  Examples are river buoyage, safety through Byelaws and a readily accessible Harbourmaster.

Additionally The Haven operates a web site on which much information is to be found, including various Health and Safety forms for advance notification of works that might be taking place, by others that would affect the navigation.  This to produce Notices to Mariners in good time – which can also be found on the website prominently advertised on page one.

As a Trust Port the Port ‘will provide’  but the Users / Stakeholders must pay.  To that end annual User Group Meetings are held.

Quality Assurance - ISO 9000 aspirations

Principle 5 – System approach to management

Identifying, understanding and managing interrelated processes as a system contributes to the organization’s effectiveness and efficiency in achieving its objectives.

This document – principles 1 to 8, less this Principle 5,  all outline in their way various aspects of Haven management.  These combine to form a system by which the Sandwich Port and Haven Commissioners manage the various processes towards achieving the objectives outlined.

As time goes by this document will form a foundation of good practice enhanced by experience.  It will be reviewed once every three years and updated accordingly.

Quality Assurance - ISO 9000 aspirations

Principle 6 – Continual improvement

Continual improvement of the organization’s overall performance should be a permanent objective of the organization.

As a Trust Port Continual Improvement is mildly compromised by the process of Commissioner rotation / replacement - as set out in the government document ‘Trust Ports – a Guide to Good Governance’.  To counteract this, new Commissioners will be inducted at their first meeting where the progress of Continual Improvement will be discussed.

Improvement in recent years has seen the provision of a comprehensive Website, a more effective means of collecting Conservancy Fees and a developing robustness in respect of misusers of the waterway.

Indicators for measuring this include increased Fees collections, user respect for others and the wildlife and an Incident Book with diminishing entries.

Quality Assurance - ISO 9000 aspirations

Principle 7 – Factual approach to decision making

Effective decisions are based on the analysis of data and information.

The Commissioners will always endeavour to reach decisions based on hard facts wherever possible.  At times of consensus a Commissioner will be asked to analyse and argue the counterpoint before a decision is reached.

Important decisions lacking sufficient facts on which to base a sound decision will be deferred  pending further information.  Use of Email between the Commissioners will enable a speedy  expedite of the matter in hand.  The Clerk recording / retaining the email traffic for the record, and the decision ratified at the following full Commissioners Meeting.

Quality Assurance - ISO 9000 aspirations

Principle 8 – Mutually beneficial supplier relationships

An organization and its suppliers are interdependent and a mutually beneficial relationship enhances the ability of both to create value.

Sandwich Port and Haven has few suppliers of any significance.  However the Commissioners have developed a rapport with a supplier of buoys and their ground tackle, who in turn has been able to identify the best cost effective means of re-buoying the mouth of the river.  Dialogue continues by way of performance feedback for the benefit of that company and mutually onward to the company’s other customers.




  (i[r].q=i[r].q||[]).push(arguments)},i[r].l=1*new Date();a=s.createElement(o),



  ga('create', 'UA-45971267-2', 'auto');

  ga('send', 'pageview');


Quality Assurance