Building Better Futures...PROPERTY MAINTENANCE LTD

Planned Improvement WorksBuilding Better Futures...

South Holland has a warmglow thanks to Fosters…

BriefSouth Holland District Council (SHDC) had an issue that wasgetting too hot to handle. A number of their properties hadobsolete heating systems that needed replacing. The Councilreleased a tender and decided on Foster Property Maintenance(FPM), based on our competitive pricing and the quality of ourtender submission.

DeliveryFPM will replace boilers in SHDC properties with a rewardingoutcome for residents – having new systems means they won’thave the headache of old boilers breaking down.

One of the major driving factors of the works was to replacefuel heavy, inefficient electric storage heaters with state of theart, efficient gas boilers to benefit the residents and theenvironment.

Five months into the project and FPM was already negotiatingwork on twice the number of original properties.

This has been made possible through partnerships withsuppliers to maintain quality products on a larger scale. Work iscarried out by FPM’s fully qualified teams.

ChallengesFPM had a short time period between contracts to get up andrunning. We were also working with four new team memberswho had been TUPE-transferred to the project from theprevious contractor. FPM managed to purchase new vehiclesfor those staff and started surveying, at a rate of four propertiesa week, within this tight time constraint.

FPM summary“One of the underlying ethos’ behind this project is workingwith the client. We adapt when necessary and assist for thegood of the residents.”

James West, Contracts Manager

Value ..............................£500,000 per annumContract type ................Competitive tenderCommenced ..............................................2012Duration ..........................................Three years

Scope of work• Boiler replacements• Air source heat pumps

Foster Renewable Energiesis enabling a council tolower their carbon footprint…

BriefThere is more to South Cambridgeshire District C

ouncil’s

(SCDC) remit than simply insulating and constructing walls for

its various properties.

Wanting to cut fuel costs for residents is a key component of

the Council’s strategy in upgrading insulation. Another

important reason for asking Foster Renewable Energies (FRE)

to look at improving this area is to help reduce its carbon

footprint.

DeliveryWorks are undertaken by FRE specialist teams. Th

ey are

completed after a full consultation and assessment of what will

best benefit properties and help lower fuel costs for residents.

ChallengesIt is important that residents are kept informed of

works taking

place, to avoid any disruption.

FRE resolves to be as sensitive as possible to tenants’ needs,

letting them know what we are planning to do in advance and

keeping them in the loop as work commences.

FRE summary “FRE is committed to creating cost-effective solut

ions that will

help bring long-term benefits for both clients and communities

in terms of becoming more energy efficient.”Ian Le Gallez, Contracts Manager

Value ..............................................£3.5 millionContract type ................................FrameworkCommenced ........................September 2012Duration ......................Three and a half years

Scope of work• External wall insulation and rendering worksto various properties in South Cambridgeshire

South Cambridgeshire District Council

South Holland District Council

Building Better Futures...Planned Improvement Works

Norwich City Council wereso impressed by FPM, they came back formore…

BriefIn October 2011, Norwich City Council (NCC) joined the EasternProcurement Consortium (EPC) - a body that negotiates value formoney contracts for its membership.

Following the breakdown of an existing contract NCC approachedFPM to deliver £6 million worth of works between October 2011 andMarch 2012 – a significant challenge. NCC were impressed with thedelivery and management of these works at short notice and FPMwere awarded the additional contract.

DeliveryDue to FPM’s successful handling of this short-term upgradescontract, Norwich City Council had faith in their ability to deliver thisfour year, £15.25 million per year contract.

FPM is a family company and it prides itself on providing a family-focused level of service. As a result it made sure that residents whoseplanned improvements had been delayed as a result of the previouscontract breaking down, now received an exceptional level of serviceand were treated sympathetically.

ChallengesTo manage the increase in volume, FPM needed to increase staffnumbers, and ensure the team was appropriately skilled.

Resident liaison officers arranged meetings, talked through proposedschedules, answered questions and provided reassurance. This typeof work can cause disruption but it was hoped that through goodmanagement and customer service, and clear milestones and deliverydates, this could be kept to a minimum.

FPM summary“We were able to demonstrate our ability to deliver at cost, withoutcompromising quality.”

James Ellis, ContractsManager

Customersatisfaction“Fosters are fullycommitted to workingin partnership withNorwich City Council indelivering anoutstanding customerservice to the peopleof Norwich.”

David Wakefield, Buildingsurveyor, Norwich City

Council

Value ......................£15.25 million in 2012/13Contract type ........Planned works contractCommenced ....................................April 2012Duration ............................................Four years

Scope of work• Kitchen upgrades and installations• Bathroom upgrades and installations• Disabled adaptations• Insulation upgrades• Whole house home improvements• Electrical rewiring• Central heating upgrades• Roof replacements• PIRs • External wall insulations• Voltage optimisation installations• Structural improvements• Repointing

Fosters builds a long-term relationship with residents...

BriefA large proportion of Freebridge Community Housing’s (FCH)properties needed updating. However, more than a quick fix,the organisation aimed to meet the high standards of DecentHomes.

With its excellent track record of customer satisfaction, FosterProperty Maintenance (FPM) was successful in winning thisframework contract.

DeliveryFPM undertook the required work: a large number of kitchenand bathroom refits as well as rewiring. Alongside using highlyskilled operatives, we took on several apprentices throughoutthe contract, in an on-going commitment to training.

However, the work didn’t stop at simply finishing the job. FPMalso got involved in community projects for FCH residents –putting in place playground equipment at the Discovery Centreand remodelling Walpole Garden; both in Kings Lynn.

ChallengesGetting involved with the people we work with has bothrewards and heartache. At the end of the contract, FPM foundit a wrench to say goodbye to the communities we workedwith. Equally we have been delighted to deliver life-changingimprovements to thousands of families.

FPM summary “We’ve worked closely with Freebridge for six years and thatstrong, trusting, working relationship is invaluable whendelivering works of any kind. We wish FCH and their residentsall the best for the future.”

Steve Foster, Director

Customer satisfaction“Fosters commitment to timely and quality delivery hasensured all our residents have benefited from minimaldisruption and can enjoy their high quality refurbished homesfor years to come.”

Andy Edmonds, FCH

Value ..............................................£3.5 millionContract type ................................FrameworkCommenced ................................August 2006Duration ..............................................Six years

Scope of work• 2,364 kitchen re-fits• 1,504 bathrooms re-fits• 53 partial bathroom replacements • 1,231 full electrical rewires• 529 partial electrical rewires

Norwich City Council Freebridge Community Housing

Building Better Futures...

South Kesteven District Council

Fosters is helping tomaintain residents’ qualityof life…

BriefSouth Kesteven District Council is committed to helping itselderly and disabled residents enjoy the best possible quality oflife. It is focused on helping them remain in their own homes,through independent living arrangements, as long as possible.

To best meet resident needs within its budgetary constraints,South Kesteven District Council decided to place work with anexternal organisation, through a competitive tender. FosterProperty Maintenance (FPM) secured the contract by offering thebest value for money.

DeliveryCentral to delivering high customer satisfaction levels is whatFPM calls ‘the Foster Way’. Simply put, this is the company’sunswerving belief in family values and working with localcommunities to give something back.

ChallengesFPM’s staff understand that a lot of work can be disruptive andpotentially difficult for residents. To minimise this, we manage athorough works programme: detailed surveys take place beforeworks begin, residents are consulted and informed of all keymilestones and – once works are complete – FPM arrangesaftercare consultations.

In addition, resident liaison officers are on hand throughout thework, to help with any questions residents may have.

FPM summary “Ultimately, everything we do is geared towards making theprocess as painless as possible for residents.”

Tim Drake, FPM Contracts Manager

Customer satisfaction"Foster PropertyMaintenance Ltdprovide a excellentand reliable serviceat a verycompetitive price.Customer service issecond to none!”

Liz Bishop, SKDC,Improvements team.

FPM introduces a newclient to ‘The Foster Way’…

BriefWith responsibility for over 6,000 Borough Council dwe

llings, Great

Yarmouth Community Housing (GYCH) needs to work with

partners it can trust. Council properties are an important part of

housing provision in Great Yarmouth, with the organisation

committed to improving the quality of service it offers all tenants.

GYCH has recruited Foster Property Maintenance (FPM) within the

Eastern Procurement Consortium (EPC) framework to carry out its

housing improvements.

DeliveryFPM work on properties can be for one-off improvemen

ts or to

undertake both a kitchen and bathroom upgrade, and perhaps

even a new boiler, at the same time.

Typically we take a week to fit a kitchen, five days for a bathroom

and two days to change a boiler.

ChallengesResident wellbeing is at the heart of doing things ‘The F

oster Way’,

which is why we employ resident liaison officers (RLOs) to make

sure improvements run smoothly. Our service includes conducting

surveys to understand residents’ needs, supplying a pre-works

handbook and assigning tenants a dedicated RLO for the duration

of the work.

FPM summary“We always look forward to working with new clients an

d sharing

the ‘Foster Way’ even further across the region. We are forging

strong working relationships with GYCH housing teams.”

Matt Dillon, Operations Manager

Customer satisfaction“With well over seventy properties now complete the pr

oject has

moved at a pace not previously experienced with tenants full of

praise for the courteous and helpful manner of Foster’s tradesmen

whilst working in their home.”Christopher Dove,

Capital ProjectsManager, Great

Yarmouth CommunityHousing

Value ..........................£2.7 million per annum Contract type ................Competitive tenderCommenced ....................................April 2012Duration ............................................Four years

Scope of work• 85 kitchens• 60 bathrooms• 300 boilers• 20 disabled adaptations• 400 insulation upgrades• 50 electrical rewires• 150 central heating upgrades• 2 roof replacements

t. 01945 586999 f. 01945 586990www.fpm-ltd.co.uk enquires@fpm-ltd.co.uk

Unit 1, Foster Business Park, 79 Boleness Road, Wisbech, Cambridgeshire PE13 2XQ

Great Yarmouth Community Housing

Value ..............................£450,000 per annum Contract type ..................Competitive tenderCommenced ....................................April 2012Duration ......................Initial three-year term,

(option to extend by a further two years,based on performance)

Scope of work• Disabled adaptations• Mixture of bathroom adaptations, such aswet rooms and over-bath showers

• Access work • General adaptation

Planned Improvement Works