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Performance Improvement Procedure

Purpose #

At dxw we want everyone to do good work and feel supported in doing so. This procedure applies to employees and explains what happens when someone is not meeting the expectations of their role and needs structured support to improve. 

It focuses on development and clarity. It is not a disciplinary process and is separate from our Disciplinary Procedure, which applies to conduct issues. The intention is to support improvement wherever possible. 

Our approach #

Performance concerns should normally be addressed by line managers, through regular feedback, 1:1s and informal support. Managers are expected to give clear, specific feedback and allow reasonable time for improvement before moving to a formal process. 

Where concerns persist or are more serious, we may move to a formal Performance Improvement Plan (PIP). The aim of a PIP is to provide clear expectations, structured support and regular review points to help the employee improve and meet the requirements of their role.

We are committed to handling performance matters fairly, consistently, without discrimination and in line with ACAS guidance.

Fairness and reasonable adjustments #

Employees are encouraged to share any reasonable adjustments they may need at any stage of the process. 

A member of the People team will work with the employee to understand and, where appropriate, implement any necessary adjustments to support full participation.

Employees can be accompanied to any formal meeting within this procedure by a colleague or trade union representative as a companion. We ask that as much notice is given as possible if a companion is attending, so any necessary adjustments can also be made for them. 

Informal support #

Before starting a formal process, managers should:

Many performance issues are resolved at this stage and a formal stage is not required.

In exceptional circumstances, for example where concerns are ongoing or are having a more significant impact on the business, it may be appropriate to move directly to the formal stage. 

Formal process - Performance Improvement Plan (PIP) #

A PIP is a structured, time-bound plan designed to help someone meet the expectations of their role. It forms part of the formal stage of our Performance Improvement Procedure. The duration of a PIP will be dependent on the circumstances but will usually be in place for at least 3 months.

A PIP will set out in writing:

An initial meeting will take place to introduce the PIP with at least 5 working days’ notice. This meeting marks the start of the formal procedure and will typically be led by the employee’s line manager, with support from a member of the People team. 

Prior to this meeting, the documented performance concerns will be shared with the employee, including examples and supporting data, to allow them to prepare for the discussion.

This information will be discussed in the meeting and the employee will be given the opportunity to ask questions and/or share information, including any mitigating factors which may be relevant to their performance. 

A First Written Performance Notice will normally be issued after this meeting, where formal improvement is deemed necessary, and this will set out the required standards of performance and the date when progress will next be formally reviewed. The performance improvement notice will usually remain active for six months. 

During the PIP period:

An interim formal review meeting will be held on an agreed date during the PIP period to assess progress as outlined in the First Written Performance Notice. Should progress be deemed unsatisfactory at this stage, the objectives of the PIP may be reviewed or further support considered that may be necessary to assist improvement. A Final Written Performance Notice may also be issued at this stage. The notice will set out the required standards of performance and the date upon which performance will next be reviewed. The final performance improvement notice will usually remain active for 12 months.

Outcomes of a PIP #

At the end of the PIP period, an outcome meeting will take place. The employee will receive an invitation to this meeting at least 5 working days in advance.

One of the following outcomes will apply:

The outcome will be shared during the outcome meeting and confirmed in writing as soon as possible afterwards.

Final performance review meeting #

If performance remains below the required standards following a Final Written Performance Notice, the employee will be invited to a Final Performance Review Meeting with at least 5 working days’ notice. 

The purpose of this meeting is to review performance in full and consider any other relevant information, including additional support given and any mitigating factors that may be impacting the employee’s performance. This is with a view to determine if there is a sustainable path forward in the role.

Employees will receive a written invitation which will include a summary of the ongoing concerns along with any supporting evidence. The meeting will usually be led by a Director or senior manager who has not yet been involved in the Performance Improvement Procedure, with support from the People team. 

During the meeting the performance concerns and the support which has been provided throughout the PIP will be reviewed. The employee will be given the opportunity to respond and share any information, including any mitigating factors which may be relevant. The meeting will conclude and all information will be considered before deciding on an outcome. 

The final outcome will normally be shared in a meeting as soon as possible following the Final Performance Review meeting (normally within 2 working days) and also be confirmed shortly afterwards in writing.

Potential outcomes may include:

Dismissal will always be a last resort once all other outcomes have been fully explored and not without previous performance notices being issued. 

In exceptional cases involving potential gross negligence that causes severe damage to the business, the matter may be dealt with under our Disciplinary Procedure.

Appeals #

Employees have the right to appeal any formal decisions under this procedure, including written performance notices and the final outcome. Appeals must be in writing to the Head of People within 7 calendar days of receiving any decision in writing.

When submitting an appeal, the employee should clearly state the grounds upon which they are challenging the decision. The appeal part of the procedure is not a re-hearing of the original matter. It acts as a formal review of the decision to ensure it was reached fairly and reasonably, or a review of any new information that may have come to light.

Typically appeals may be based on one or more of the following:

The employee will be invited to an appeal meeting with at least 5 working days’ notice to explain the grounds for appeal and share any relevant information. A Director, who has not been involved in the Performance Improvement Procedure to date, will be appointed to hear the appeal and a member of the People team will support. 

The outcome of the appeal will be confirmed in writing as soon as possible, usually within 7 calendar days.

The decision at this stage is final and there is no further right to appeal.

Confidentiality #

Performance matters are considered confidential and will only be shared where necessary. This will typically include the employee’s line manager, relevant senior managers or Directors, and the People team. We will always aim to be transparent about what information is shared and with whom.

Last updated: 18 June 2026