Glendale has sought to compose a new future for the business, the centre point being the creation of an employee talent pipeline and the retention, engagement and empowerment of the best staff. Delivering these objectives will support the resilience of the business, particularly in the arboriculture market where they will increase the sustainability of contracts. The company has also aimed to invest further in its assets, while driving forward its “beyond compliance” approach to health and safety in line with its goal of achieving a zero-harm culture by 2019. Glendale recorded a client retention rate of more than 85 per cent during the review period, indicative of its reputation and high levels of customer satisfaction. As part of this, the business supports local initiatives and community events. Quality standards are independently validated through external accreditations such as BS EN ISO 9001:2008 and National Highway Sector Schemes. The business is also Achilles UVDB category B2 verified for its utility arboricultural works and its Hillingdon-based depot became the fourth of its sites to receive ARB approved contractor status in December 2016. All work is carried out in accordance with BS 3998:2010 and industry guidance. Glendale Live, a cloud-based work-programming system, is being adapted to suit arboriculture contracts to allow the monitoring of completed tasks for quality purposes. The company has also begun investing in battery powered equipment, reducing reliance on fossil fuels, noise pollution, maintenance costs and hand-arm vibration levels. Glendale recorded a 91 per cent staff retention rate during the review period. In 2017, it spent £191,476 on external training and 2,034 days of training were completed. In January 2018, an employee benefits package was launched company-wide including healthcare arrangements, theatre tickets and gym membership. Managers motivate their staff with a bonus scheme for overachievement. Glendale has appointed a head of QHSE (quality, health, safety, environment) and compliance. It has achieved accreditation to BS OHSAS 18001:2007 for its occupational health and safety systems and retained its accreditation to the Contractors Health & Safety Scheme. The company recorded a turnover of £48m in 2016 — of which arboriculture represented 35 per cent — and secured arboricultural contracts during the review period worth £1.5m per annum. It achieved an average quality score of 87 per cent in its tender submissions.