Our Quality Assurance

Requirements
March 2011 Version 1.1
GUIDANCE FO R CEN TRES
 Contents

1 Introduction 3
2 Glossary 5
3 Code of Conduct for centres 8
4 Centre approval 9
5 Data requirements 11
6 Monitoring and evaluation 13
7 Issuing certificates 15
8 Assessments in a language other than English,
Welsh or Irish (Gaeilge) 16
9 Assessment methodology 17
10 Dealing with malpractice and maladministration 18
11 Post-approval monitoring criteria 19
Appendix 1 Assessment criteria 25
Appendix 2 Internal quality assurance criteria 27

2 Our quality assurance requirements

1 Introduction

This document
This document encompasses the relevant requirements of the following
documents, which apply to all centres working with the City & Guilds
Group:
 Regulatory Arrangements for the Qualifications and Credit
Framework (2008)
 SQA Awarding Body Criteria (2007)
 NVQ Code of Practice (2006)

Its purpose is to promote quality, consistency, accuracy and fairness in

the awarding of all our qualifications.
To achieve this you must adopt and implement the principles in this
document across all of your qualification provision. To make the
principles crystal clear this document:
 specifies the quality assurance and control requirements that apply to
all centres
 sets out the basis for securing high standards, for all our
qualifications.

For more information on QCF exemptions, please refer to the Ofqual

document entitled Exemptions in the Qualifications and Credit
Framework - June 2009

The City & Guilds Group is made up of the following awarding

organisations:-

City & Guilds

City & Guilds is the biggest name in UK vocational education, issuing
over one million certificates every year.

Institute of Leadership & Management (ILM)

ILM is the UK’s largest awarding organisation for qualifications in
leadership, management, coaching and enterprise.

Our quality assurance requirements 3

 For clarity
In this document:
 the terms us, we and our mean the City & Guilds Group which is
made up of City & Guilds and ILM and
 you and your refer to your centre
 we use other similar terms as appropriate – for instance in Section 3,
they, them and their refer to, The Quality Co-ordinator (City &
Guilds)/ The Quality Manager (ILM) and/or allocated
Consultants (C&G) / External Verifiers (ILM).

4 Our quality assurance requirements

2 Glossary

When we say… it means…

Approval (centre) A process through which an
organisation wishing to offer
particular qualifications is
confirmed as being a centre and
able to maintain the required
quality and consistency of
assessment
Assessment The process through which
evidence of learners’ attainments is
evaluated against agreed criteria to
provide the evidence for a
qualification
Assessor A person appointed by the centre
responsible for the support and
judgement of learner performance
against defined standards expressed
as assessment criteria or mark
schemes
Awarding Organisation An organisation such as City &
Guilds/ILM that offers recognised
qualifications. Its main functions
are the design and development of
qualifications and the operation of
assessment and quality assurance
systems to support the
qualifications. An awarding
organisation issues certificates or
certificates of unit credit to learners
achieving the requirements of a
qualification
Centre An organisation (such as a school,
college, training provider or
workplace) accountable to an
awarding organisation for the
assessment arrangements leading to
a qualification
Consultant (City & A person appointed by the City &
Guilds)/External Verifier (ILM) Guilds Group to support, monitor
and quality assure the assessment
process

Our quality assurance requirements 5

 External Quality Assurance
Internal Quality Assurer
Moderation
National Occupational Standards
Qualification
Quality Co-ordinator (City &
Guilds) / Quality Manager (ILM)
Regulatory authority
6 Our quality assurance requirements
Quality assurance procedure to
monitor locally based (devolved)
assessment (S/NVQs/VQs/QCF
qualifications). External quality
assurance includes inspection of
procedures and sampling of
assessments by the centre and by a
City & Guilds Group Consultant
The person appointed by the
centre to co-ordinate the
assessment process internally
The process of checking assessors’
judgements of learners’
competence with the view to
correcting them through advice and
instruction if the assessment is not
up to standard. These checks are
carried out by both Internal Quality
Assurers and Consultants. There is
also ‘network moderating’ or
standardisation, by asking
participants to rate model
portfolios
Standards of occupational
competence developed by a
Standards Setting Body (SSB) and
approved by the regulatory
authorities
A certificate of achievement or
competence specifying awarding
organisation, qualification title,
credit (if appropriate) and level
Your local point of contact, for all
matters related to approvals and
external quality assurance
An organisation designated to
establish national standards for
qualifications and to secure
consistent compliance with them,
such as Ofqual, SQA, DCELLS
and CCEA
Standards Generally refer to competence
statements and specifications.
Standards are a short expression
for standards of competence which
are developed by a Standards
Setting Body (SSB). These define
what an individual working in an
occupational area is expected to be
able to do. They are further
specified in terms of performance
criteria, range and their
corresponding underpinning skills
and knowledge

Our quality assurance requirements 7

 3 Code of Conduct for centres

The City & Guilds Group is committed to a vision and a set of values.
We adhere to these values in all our dealings with centres, and work hard
to achieve the service standards we have set for ourselves in our
Customer Service Statement.

With those standards in mind we expect our quality assurance teams to:
 establish and maintain a professional working environment, built on
our values of courtesy and professional behaviour
 uphold this code of conduct.

In return we expect you to:

 be courteous and professional in all communications
 apply this code of conduct in all your dealings with the
quality assurance teams, and allocated Consultants/External
Verifiers and:
o enable them to carry out their activities openly and
honestly
o provide timely evidence that will enable them to
report honestly, fairly and accurately on your centre’s
assessment and quality assurance provision
o work with them to minimise disruption and
bureaucracy
o take all reasonable steps to ensure their health and
safety, while on your premises
o maintain positive relations and a purposeful dialogue
with them
o raise any concerns about their activity with them,
promptly and appropriately
o respect their right to observe practice and quality
assure assessment, and to talk to staff and learners as
and when they need to.

This Code of Conduct must be adhered to and failure to follow it may

affect your Centre Monitoring Rating/Centre Support Status (ILM)
(There is more on this is Section 11).

8 Our quality assurance requirements

4 Centre approval

Organisations that are not already approved to offer City & Guilds
Group qualifications must apply for centre and qualification approval at
the same time. These are the Centre Approval Criteria.

Criteria Sources of evidence City & Guilds

Group
Centre Approval
Application ref
The centre…
a) has a single named  A documented named 1.6, 9
centre contact for point of accountability for
quality assurance (and/or management of)
quality assurance, with
contact details
b) can hold and  Documented procedures 5.3
securely transmit to ensure security when
details of sending and receiving
assessment details of results to the
outcomes City & Guilds Group
c) has the staff,  Documented quality 6.3 - 6.7, 6.9, 7.2
resources and assurance procedures
systems needed to  An organisational chart
support:
 Up to date CVs, original
 the assessment certificates of the
of units assessment/delivery team
 the award,  Learner tracking
accumulation documentation
and transfer of
credits  Documented procedures
for recording exemptions
 where necessary,
the recording of  An appeals procedure
exemptions  Induction plans
 An Equal Opportunities
policy, and procedures
 A Health & Safety policy,
and procedures

Our quality assurance requirements 9

 d) has arrangements in  Documented procedures 7.3
place to obtain a in place for obtaining
Unique Learner ULN/SCN
Number (ULN),
Scottish Candidate
Number (SCN) and
a learner record if
required to do so
e) has arrangements in  Documented procedures 7.4
place to access for accessing learner
learner records and records
ascertain previous
achievements, to
maximise
opportunities for
credit
transfer/exemption
f) has administrative  Records of learner tracking 6.1, 6.2, 7.1
systems in place to systems
track the learner’s  Assessment records
progress
 Individual Learning Plans
(ILP)
g) has arrangements in  Records of initial 7.5
place that allow for assessment procedures
the Recognition of  Learner induction
Prior Learning
 Individual Learning Plans
(RPL)
(ILP)
h) documents the  Partner contracts and 2.2, 2.3, 6.8
respective roles and service agreements
responsibilities of  Recorded agreements for
any partnership roles and responsibilities
arrangements
i) agrees to give us  Completion and sign-off 9
access to premises, of the Centre Approval
people and records, Application (CAP)
and to cooperate declaration
with any of the
allocated activities
that are identified
through the centre
approval process
j) declares any  Sign-off of Centre 9
withdrawn centre or Approval Application
qualification (CAP) declaration
approvals from the
City & Guilds
Group and other
Awarding
Organisations

10 Our quality assurance requirements

5 Data requirements

You have to collect and retain a range of accurate, up to date and

relevant information, and provide it when we ask for it. These are the
specifics.
a) You must set up and maintain reliable, auditable quality assurance
systems for documenting and recording assessment decisions.
b) You must keep adequate records to track learner progress and allow
for the independent authentication of certification claims, and these
records must include the following:-

1. A list of all learners registered for each qualification offered,

including:
i. the learner’s name, date of birth and contact address
ii. their workplace address and details (where applicable)
iii. their starting date at the centre
iv. their date of registration with the awarding organisation
v. their learner registration number
vi. their Unique Learner Number/Scottish Candidate
Number (if applicable)
vi. the Assessors’ and tutors’ names
vii. the Internal Quality Assurer’s name (or names).
2. Learner assessment records detailing:
i. who assessed what and when
ii. the assessment decision
iii. the assessment methods used for each unit
iv. the location and storage location of the supporting
evidence.
3. Records of internal quality assurance activity detailing:
i. who quality assured what and when
ii. the sample selected and the rationale for choosing that
sample
iii. the sampling strategy
iv. Internal Quality Assurer standardisation meetings, along
with any evidence of internal updating
v. Assessor support meetings
vi. Assessor and Internal Quality Assurer competence,
including copies of certificates, CVs and records of their
continuing professional development and their
monitored progress towards required qualifications

Our quality assurance requirements 11

 vii. records of certificates claimed – who claimed them and
when
viii. records of appeals – who appealed, about what, when,
and the outcome
ix. records of complaints – who complained, about what,
when, and the outcome

c) You must keep these records for at least a minimum of three years,
in case any issues arise. You must make these records available to us
on request, and also to the relevant regulatory authorities if they ask
to see them.
d) It will affect your Centre Monitoring Rating (for ILM your Centre
Support Status) if you do not comply with these requirements for
auditable records, and cannot substantiate claims made on behalf of
learners.

This section is also referenced within Section 6 of the Centre Approval

Form (CAP)

12 Our quality assurance requirements

6 Monitoring and evaluation

We use a range of monitoring and evaluation activities to:

 evaluate and monitor the quality, consistency and integrity of all our
centres
 check that each centre continues to meet our requirements.

a) You must:
 monitor and maintain the quality, consistency and integrity of
assessment practice and decisions within your centre and between
satellite sites
 ensure a standardised approach to quality assurance practice,
under a single quality assurance system that is documented and
 systematically review the system regularly, and act on the findings
of those reviews.
b) You must provide us with access to premises, people and records
relating to learner assessment, achievement and internal quality
assurance. If you do not, we will suspend your right to register
learners and claim certification until you do.
c) You must inform us of any changes to the details on your initial
approval application, including your:
 centre’s name and address
 centre contact, and their contact details
 staffing resources, including directors and senior management
 physical resources
 satellite sites
 assessment sites.

If you do not, we will suspend your right to register learners and claim
certification.
While we recognise that all centres share our commitment to consistent
and universal quality, we have the right to apply serious sanctions in any
situations of non-compliance.
d) If our monitoring and evaluation show that you are not meeting the
quality assurance requirements set out in this document, we will:
 take what we deem to be the appropriate action
 set a deadline for you to conform to the requirements.
e) If we find that you have made any inaccurate or deliberately
misleading statements and/or submissions during the centre
approval process or qualification approval process, or at any time in
the assessment process, we will take the action we deem to be
appropriate.

Our quality assurance requirements 13

 f) If you do not implement the remedial actions we specify and we
withdraw centre and/or qualification approval, we shall inform the
relevant regulatory authorities.

This section is also referenced within Section 6 of the Centre Approval

Form (CAP).

This section is also referenced within Section 4 of the Qualification

Approval Form (QAP).

14 Our quality assurance requirements

7 Issuing certificates

You must have a system in place that ensures that all your certification
claims are:
 valid
 signed off by an appropriate person.

a) Specifically, all claims for certification must be authenticated by an

appropriate occupationally qualified Internal Quality Assurer. We do
not accept certification claims without this. Where the centre does
not have direct claim status for the qualification, the signature of the
Consultant/External Verifier must be obtained before claiming
certification.

If you do not have someone suitably qualified, contact your local office
and they will advise you about what to do.

b) If you claim any certificates in error you must:

 notify us straightaway
 comply with the action that we specify.

This section is also referenced within Section 6, question 6.1 of the

Centre Approval Form (CAP)

Our quality assurance requirements 15

 8 Assessments in a language other than
English, Welsh or Irish (Gaeilge)

We must provide:
 in England, qualification specifications and assessment materials that
are expressed in English
 in Wales, qualification specifications that are expressed in Welsh or
English, or in Welsh and English; specifications must state explicitly
in which language(s) assessment is available
 in Northern Ireland, qualification specifications that are expressed in
English, and assessment materials that are expressed either in
English, or in English and Irish(Gaeilge)

We may allow assessment in a language other than English, Welsh or

Irish (Gaeilge) provided that:
 the assessment is comparable to that offered in English, Welsh or
Irish (Gaeilge)
 in qualifications designed for the workplace, lack of proficiency in
English, Welsh or Irish (Gaeilge) does not prevent the learner from
properly carrying out the role that is supported by the qualification

We realise that learners may ask to take assessments in their own

language. In the UK, where assessments are carried out in a language
other than English, Welsh or Irish (Gaeilge) you must provide clear
evidence that the learner is also competent in English, Welsh or Irish
(Gaeilge) to the required standard.

For ILM the qualifications may be taught and assessed in languages

other than English, Welsh and Gaelige. This is approached on a case-by-
case basis, and must be agreed in advance with the ILM Quality
Manager.

16 Our quality assurance requirements

9 Assessment methodology

We are committed to ensuring that our qualifications retain value and

credibility. The key to this is valid and reliable assessment, and effective
internal quality assurance plays a vitally important role in achieving and
maintaining the right quality of assessment practice.

For that reason we require you to adopt and implement this section
across all qualifications, not only those that are competence-based. In
those cases where it is not a competence based qualification the Tutor
often assumes the role of the Assessor, with the Qualification Co-
ordinator or Manager providing the internal quality assurance.

The criteria are very detailed, and rather than set them all out here, we
have included them in the appendices.

Appendix 1 sets out the assessment criteria.

Appendix 2 details our internal quality assurance criteria.

This section is also referenced within Section 6, questions 6.1-6.6 of the

Centre Approval Form (CAP)

This section is also referenced within Section 2 & 4 of the Qualification

Approval Form (QAP)

For ILM please refer to the Qualifications specifications/standards for

the assessment criteria and the ILM Centre Manual.

Our quality assurance requirements 17

 10 Dealing with malpractice and
maladministration

We are committed to providing high quality qualifications which are

assessed and awarded consistently, accurately and fairly.

To this end we require everyone involved in the implementation,

assessment and internal quality assurance of our qualifications to
demonstrate honesty and integrity.

You must report any malpractice or maladministration suspected after

learner registration. Failure to do so may affect your Centre Monitoring
Rating (for ILM your Centre Support Status).

If we suspect malpractice or maladministration in a centre – or a partner

organisation involved in administering or assessing the qualification – we
may:
 immediately suspend the centre from making claims for certification
 investigate whether the safeguards at the centre are up to the
standard required to guarantee valid claims.

For more information, please refer to the City & Guilds Group
document, Managing Cases of Suspected
Malpractice/Maladministration by Centres and Candidates.

For ILM please refer to the ILM Centre Manual.

18 Our quality assurance requirements

11 Post-approval monitoring criteria

We have developed post-approval centre monitoring criteria mapped to

the NVQ Code of Practice (2006), Regulatory Arrangements for the
Qualifications and Credit Framework (2008) and SQA Awarding Body
Criteria (2007).

This table details the initial centre approval criteria and ongoing centre
monitoring criteria, and the implications of not achieving them. The
numbers and letters against a criterion refer to the relevant sections of
this document, Our quality assurance requirements.

For ILM this is noted in the ILM Centre Manual, under the Centre
Support Status and Qualification Quality Rating.

Centre monitoring criteria

L – Low M – Medium H – High
Allow registration Allow registration Suspend
and certification and suspend registration and
certification certification
Previous sanction Previous sanction Previous sanction
tariff: 00 & 01 tariff: 02 tariff: 3A & 3B
Management No arrangements No single named No management
systems in place to obtain centre contact (4a) systems, to support
ULN/SCN and Failure to keep the assessment of
learner record if records of qualifications (4c)
required to do so management
(4d) systems (5b)
No documentation
of partnership
arrangements (4h)
Failure to update
the City & Guilds
Group with
changes to initial
centre approval
application on
management
systems (6c)

Our quality assurance requirements 19

 Centre monitoring criteria
L – Low M – Medium H – High
Allow registration Allow registration Suspend
and certification and suspend registration and
certification certification
Previous sanction Previous sanction Previous sanction
tariff: 00 & 01 tariff: 02 tariff: 3A & 3B
Resources No arrangements No evidence of No staff and/or
in place for Assessor / Internal resources, to
recognition of Quality Assurer support the
prior learning development assessment of
(RPL) (4g) (9 Appendix 1b) qualifications (5c)
Failure to update No competent
the City & Guilds Assessor/Internal
Group on changes Quality Assurer(s)
to initial centre or Assessor/
approval on Internal Quality
resources (6c) Assurer(s) do not
have the
competency &
experience to
perform their role
(9 Appendices 1b,
2c, 2e)
Learner No arrangements
support in place to obtain
ULN/SCN and
learner record if
required to do so
(4d)
No arrangements
in place to access
the learners’
previous
achievement with
learner consent
(4e)
No arrangements
in place for
Recognition of
Prior Learning
(RPL) (4g)

20 Our quality assurance requirements

 Centre monitoring criteria
L – Low M – Medium H – High
Allow registration Allow registration Suspend
and certification and suspend registration and
certification certification
Previous sanction Previous sanction Previous sanction
tariff: 00 & 01 tariff: 02 tariff: 3A & 3B
Assessment No arrangements in No established and
place to hold and maintained internal
transmit securely quality assurance
details of system (5a)
assessment Adequate records
outcomes (4b) not kept (5b)
No administrative No authentication
system to track and of certification
record learner claims by Internal
progress (5b/4f) Quality Assurer (7a)
Assessment carried Appointed
out in language Assessor/
other than English, Internal Quality
Welsh or Gaeilge Assurer does not
(8) act in a responsible
Centre do not and accountable
comply with manner
assessment (9 Appendices 1a &
recording 2b)
requirements Ineffective internal
(9 Appendix 1c) assessment process
No countersigning and practices (5b)
of unqualified and (9 Appendix
Assessor/ 1h)
Internal Quality No explicit internal
Assurer work (9 quality assurance
Appendices 1d and procedures
2d) (9 Appendix 2a)
Assessment No written
arrangements do declaration of
not comply with authenticity for
assessment learner evidence
specification (9 (9 Appendix 1e)
Appendix 1g)

Our quality assurance requirements 21

 Centre monitoring criteria
L – Low M – Medium H – High
Allow registration Allow registration Suspend
and certification and suspend registration and
certification certification
Previous sanction Previous sanction Previous sanction
tariff: 00 & 01 tariff: 02 tariff: 3A & 3B
Quality No quality No access provided
assurance monitoring and/or to the City &
consistency of Guilds Group to
practice within premises, people
centre and across and records (4i) &
sites (6a) (6b)
Previous set actions Failure to adhere to
not met (6f) this document (6d)
No notification of Deliberately
certificates claimed providing
in error (7b) inaccurate
Insufficient statements in
evidence to information and
demonstrate submissions (6e)
effectiveness of Previous set actions
internal quality not met (6f)
assurance Failure to report
procedures malpractice, and
(9 Appendix 2g) cooperate with any
subsequent
investigation (10)
No declaration of
previous
withdrawal of
centre/qualification
approval (4j)
Records Non-compliance No established and
with data maintained or
requirements in auditable internal
section 6 (5d) quality assurance
Centre do not system (5a)
comply with Adequate records
assessment not kept (5b)
recording Records are not
requirements (9c) retained for three
years (5c)
Non compliance
with data
requirements in
section 6 (5d)

22 Our quality assurance requirements

 Centre monitoring criteria
L – Low M – Medium H – High
Allow registration Allow registration Suspend
and certification and suspend registration and
certification certification
Previous sanction Previous sanction Previous sanction
tariff: 00 & 01 tariff: 02 tariff: 3A & 3B
Continuous No appropriate
improvement training, support or
development
opportunities for
Assessor/Internal
Quality Assurer(s)
(9 Appendices 1f,
2b, 2c, 2e)
No evidence of
Internal Quality
Assurer
development
(9 Appendix 2e)
Impact of The CMR is likely The CMR could The CMR could
Centre to cause minimal potentially damage have a high impact
Monitoring concern and would the integrity, on the integrity,
Rating not: credibility and credibility and
(CMR)  threaten the validity of the validity of the
integrity, qualification and/or qualification or the
credibility and be detrimental to effective operation
validity of the the learner of a centre as a
qualification whole, if corrective
 have an adverse action is not taken
impact on the quickly
learner.
Any issues
identified, could be
easily corrected
without further
consequence.

If you fail to meet a Consultant’s action plan, your Centre Monitoring

Rating (for ILM your Centre Support Status) will move up to the next
level.
If you temporarily rectify non-compliances in response to action plans,
but then display the same weaknesses again at a later date, we take your
track record into account when considering whether to apply a higher
monitoring rating.
The monitoring ratings represent a minimum response to identified non-
compliances, but there are circumstances in which we may judge that a
higher level of monitoring is justified.

Our quality assurance requirements 23

 Where there are significant faults in the management of either a
qualification or the centre as a whole, we reserve the right to withdraw
qualifications and/or centre approval in accordance with the City &
Guilds Centre Manual/ ILM Centre Manual. Examples of such faults
include:
 failing to adhere to this document
 not completing actions while on a high monitoring rating
 malpractice, including inaccurate submissions/statements
 inappropriate use of our brand.

We also take into consideration any sanctions applied by another

Awarding Organisation, and reserve the right to withhold or withdraw
qualification and/or centre approval.

24 Our quality assurance requirements

Appendix 1 Assessment criteria

a) You must appoint Assessors to carry out centre assessment, and

those Assessors are responsible and accountable for:
1. managing the assessment system, from assessment planning,
negotiating assessment planning to recording assessment
decisions against S/NVQs/VQs/QCF qualifications
2. managing the compilation of schemes of work, planning tutoring
of practical knowledge, carrying out teaching and assignment
planning, and practical assessments against vocational
qualifications
3. assessing evidence of learner competence against the National
Occupational Standards / Qualification Handbook for the
qualification
4. ensuring that learners’ evidence is valid, authentic and sufficient
5. maintaining accurate and verifiable learner assessment and
achievement records in line with our requirements
6. ensuring that learners are assessed only after they have been
registered with us, if registration is required for the qualification.
b) You must ensure that Assessors are competent to perform their role,
and provide appropriate training and development opportunities to
ensure that they meet the required standards set out in the National
Occupational Standards/Qualification Handbook.
c) You must know and comply with our requirements for recording
assessment decisions and maintaining assessment records, and must
be familiar with all relevant policy and guidance documentation.
d) You must ensure that the assessment decisions of unqualified
Assessors are checked, authenticated and countersigned by an
Assessor or Internal Quality Assurer who is appropriately qualified,
as specified in the relevant assessment strategy. The Internal Quality
Assurer is responsible and accountable for arranging the
countersigning process, and must sample an appropriate proportion
of assessment decisions by unqualified Assessors. Internal Quality
Assurers may only quality assure evidence that they did not assess,
and this should be carried out before you claim certificates.
e) Assessors and learners must provide a written declaration that learner
evidence is authentic and that assessment took place under the
conditions or context set out in the National Occupational
Standards/Qualification Handbook. Failure to do this constitutes
grounds for the suspension or withdrawal of approval for the
qualification in question
f) You must provide appropriate training, support and/or development
opportunities to enable Assessors to meet their responsibilities. You
must also allow them sufficient time to fulfil their duties, and keep
records of all staff development as this will be monitored by the
allocated Consultant(s).

Our quality assurance requirements 25

 g) Your internal assessment process and practices must be effective,
and support the integrity and consistency of National Occupational
Standards in the qualification. This is achieved through your own
internal quality assurance, and the external quality assurance that we
undertake.
h) We will ensure that assessment arrangements at centres comply with
those detailed in the National Occupational Standards/Qualification
Handbook.

This section is also referenced within Section 6, questions 6.1-6.6 of the

Centre Approval Form (CAP)

This section is also referenced within Section 2, question 2.2 of the

Qualification Approval Form (QAP)

For ILM please refer to The Qualification Specifications and ILM Centre
Manual for this information.

26 Our quality assurance requirements

Appendix 2 Internal quality assurance
criteria

a) You must operate and maintain explicit, written internal quality

assurance procedures to ensure:
1. the accuracy and consistency of assessment decisions between
Assessors operating at the centre
2. that Assessors are consistent in their interpretation and
application of the National Occupational Standards/
Qualification Handbook.
b) You must appoint Internal Quality Assurers who are responsible for:
1. regularly planning sampling activities, and sampling (throughout
and before certification) the evidence of assessment decisions
made by all Assessors across all assessment methods, including
observation of practice against competence based qualifications
2. regularly sampling and being present at practicals, grading of
learners’ work, and carrying out moderation of grading decisions
3. maintaining up-to-date records of internal quality assurance and
sampling activity, and ensuring that these are available for
external quality assurance activities
4. establishing procedures to ensure that there is standardisation
between Assessors
5. monitoring and supporting the work of Assessors
6. facilitating appropriate staff development and training for
Assessors
7. providing feedback to the allocated Assessors and Consultant(s)
on the effectiveness of assessment
8. ensuring that any action that we require is carried out, within
agreed timescales.
c) You must ensure that Internal Quality Assurers are competent to
perform their role, and have sufficient time to fulfil their duties. You
must provide appropriate training, support and/or development
opportunities to ensure that Internal Quality Assurers meet the
required standards set out in the National Occupational
Standards/Qualification Handbook, and you must keep auditable
records for checking by the Consultant.
d) You must ensure that the decisions of unqualified Internal Quality
Assurers are checked, authenticated and countersigned by an Internal
Quality Assurer who is appropriately qualified, as specified in the
relevant assessment strategy.
e) As we monitor compliance with the above requirements, you must
provide evidence of your Internal Quality Assurers’ development
activities and qualifications
f) Internal Quality Assurers may carry out assessment at the centre, but
only if they have the qualifications and occupational expertise

Our quality assurance requirements 27

 specified for Assessors by the relevant sector body. Internal Quality
Assurers may only quality assure evidence they did not assess.
g) As we monitor a centre’s internal quality assurance process through
our external quality assurance activities, you must provide evidence
demonstrating the effectiveness of such internal quality assurance
procedures. Failure to do so puts the integrity of assessment
decisions at the centre at risk, and in that situation we will impose the
appropriate Centre Monitoring Rating (for ILM your Centre Support
Status).

This section is also referenced within Section 6, questions 6.1-6.6 of the

Centre Approval Form (CAP)

This section is also referenced within Section 2, question 2.2 of the

Qualification Approval Form (QAP)

For ILM please refer to The Qualification Specifications and ILM Centre
Manual for this information.

28 Our quality assurance requirements

Useful contacts

UK learners T: +44 (0)844 543 0033

General qualification information E: learnersupport@cityandguilds.com
International learners T: +44 (0)844 543 0033
General qualification information F: +44 (0)20 7294 2413
E: intcg@cityandguilds.com
Centres T: +44 (0)844 543 0000
Exam entries, Certificates, F: +44 (0)20 7294 2413
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Missing or late exam materials,
Nominal roll reports, Results
Single subject qualifications T: +44 (0)844 543 0000
Exam entries, Results, Certification, F: +44 (0)20 7294 2413
Missing or late exam materials, F: +44 (0)20 7294 2404 (BB forms)
Incorrect exam papers, Forms request E: singlesubjects@cityandguilds.com
(BB, results entry), Exam date and time
change
International awards T: +44 (0)844 543 0000
Results, Entries, Enrolments, Invoices, F: +44 (0)20 7294 2413
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Technical problems, Entries, Results, E: walledgarden@cityandguilds.com
GOLA, Navigation, User/menu
option, Problems
Employer T: +44 (0)121 503 8993
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Accreditation, Development Skills,
Consultancy
Publications T: +44 (0)844 543 0000
Logbooks, Centre documents, Forms, F: +44 (0)20 7294 2413
Free literature

Every effort has been made to ensure that the information contained in this publication is
true and correct at the time of going to press. However, City & Guilds’ products and
services are subject to continuous development and improvement and the right is reserved
to change products and services from time to time. City & Guilds cannot accept liability for
loss or damage arising from the use of information in this publication.
If you have a complaint, or any suggestions for improvement about any of the services that
we provide, email: feedbackandcomplaints@cityandguilds.com
About City & Guilds
City & Guilds is the UK’s leading provider of vocational
qualifications, offering over 500 awards across a wide range of
industries, and progressing from entry level to the highest
levels of professional achievement. With over 8500 centres in
100 countries, City & Guilds is recognised by employers
worldwide for providing qualifications that offer proof of the
skills they need to get the job done.

About The Institute of Leadership and Management

(ILM)
The Institute of Leadership and Management (ILM) are the
UK’s largest awarding organisation for qualifications in
leadership, management, coaching and enterprise. Around
90,000 learners register for ILM qualifications every year, well
over half of all UK qualification-based management training,
at all levels. We are also a professional body with over 30,000
practising managers as members.

City & Guilds Group

The City & Guilds Group includes City & Guilds, ILM (the
Institute of Leadership & Management, which provides
management qualifications, learning materials and
membership services), and City & Guilds Centre for Skills
Development. City & Guilds also manages the Engineering
Council Examinations on behalf of the Engineering Council.

Copyright
The content of this document is, unless otherwise indicated,
© The City and Guilds of London Institute and may not be
copied, reproduced or distributed without prior written
consent. However, approved City & Guilds centres and
candidates studying for City & Guilds qualifications may
photocopy this document free of charge and/or include a
PDF version of it on centre intranets on the following
conditions:
 centre staff may copy the material only for the purpose of
teaching candidates working towards a City & Guilds
qualification, or for internal administration purposes
 candidates may copy the material only for their own use
when working towards a City & Guilds qualification
The Standard Copying Conditions (see the City & Guilds website)
also apply.

Please note: National Occupational Standards are not © The

City and Guilds of London Institute. Please check the
conditions upon which they may be copied with the relevant
Sector Skills Council.

Published by City & Guilds, a registered charity established to

promote education and training
City & Guilds
1 Giltspur Street
London EC1A 9DD
T +44 (0)844 543 0000
F +44 (0)20 7294 2413
www.cityandguilds.com

The Institute of Leadership and Management

(ILM)
1 Giltspur Street
London EC1A 9DD
T 01543 266867
www.i-l-m.com
REFERENCE