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An introduction to Lakehouse

REGENERATION CENTRAL

Lakehouse is an asset and energy support services group that constructs, improves, maintains and provides services to homes, schools, public and commercial buildings with a focus on the UK public sector and regulated markets.

LAKEHOUSE AT A GLANCE

1988 ESTABLISHEDLakehouse is an asset and energy support services group, established in 1988. In 2015 we successfully floated on the London Stock Exchange

4 MARKETSWe address four core public sector markets – social housing, education and public buildings as well as the industrial and commercial sector.

4 SERVICE AREAS

Regeneration

Compliance

Energy Services

Construction

28 YEARS OF CONTINUOUS GROWTHLakehouse has continued to show both organic and acquisitive growth.

97% OF REVENUES

97% of Lakehouse revenues are from the public sector and regulated markets, where we create and maintain long term relationships.

£340m

Group turnover for the financial year 2014/15 was £340m

10 ACQUISITIONS

We have made ten significant acquisitions since 2011. K&T Heating (2011), Allied Protection (2012), Foster (2013), Everwarm and H2O Nationwide (2014), Providor, Orchard Energy, Sure Maintenance, Aaron Services and Precision Lifts (2015).

2,400 EMPLOYEES

We directly employ over 2,400 people, who deliver award-winning construction, improvement and maintenance projects.

35

We operate in 35 locations across the UK.

Romford (head office), Basildon, Bathgate, Bedford, Birmingham, Boston, Brentwood, Bridgend, Bristol, Cambridgeshire, Camden, Charlton, Corby, Dereham, Elland, Enfield, Glasgow, Norfolk, Hackney, Ipswich, Hampshire, Kent, Grantham, Lincoln, Liverpool, Gateshead, Newmarket, Northampton, Norwich, Southend, Suffolk, Sutton, Upminster, West Midlands and West Sussex.

Lakehouse operates through four divisions:

Regeneration provides planned and responsive maintenance services for social housing clients, which are mainly local authorities and housing associations. The division operates through three businesses: Regeneration (South), Regeneration (East) and Regeneration (North).

Energy Services provides a range of energy efficiency services for primarily social housing and private homes. The division also uses these services to deliver carbon emissions savings for energy companies, enabling them to meet their legislative targets. In addition, the division offers renewable technologies, smart metering services and energy brokerage to customers throughout the UK.

Regeneration

Energy Services

Compliance comprises planned and responsive maintenance, installation and repair services to local authority and housing association clients, in the areas of gas, fire and electrical, water and air hygiene, and lifts. These services cover clients’ social housing and public building assets.

Construction offers refurbishment and small to medium-sized public building works, predominantly for local authority clients. The division focuses on clients in the education sector, although it also delivers some works to a range of other public buildings.

Compliance

Construction

With operations across East Anglia, in Wisbech, Norwich and Needham Market and now as far north as Grantham, Foster’s Customer Response Centre is able to respond to client requirements and take rapid action when needed, never being further than 30 minutes away from a call.

Foster focuses on contracts with regional social landlords and local authorities in East Anglia and the East Midlands. Foster has a focus on building relationships and being able to compete effectively for new work, with a regional base frequently seen by clients as a prerequisite when deciding on contract awards.

All Foster staff are expert in working in occupied buildings, and go above and beyond to ensure that they deliver polite, prompt and people-friendly work. We employ resident liaison officers who actively engage with tenants, keeping them up-to-date with the progress of work throughout the duration of our contract.

Often these contracts last for several years and staff update thousands of homes, many more thousand appliances, fittings and fixtures.

Our rapid response service, along with general maintenance and voids services are a core part of our business.

Regeneration(Central)

David Haynes Managing Director, Foster

David has been with the Foster Property Management business since 2010, and in December 2015 stepped into the role of Managing Director of Regeneration (East). Before joining Foster, David was a Regional Director with Morrisons and prior to that, in a professional capacity as Chartered Surveyor, he worked on a number of major national construction projects.

Foster Head Office:Unit 1,Foster Business Park,Boleness Road, Wisbech,PE13 2XQ

www.fpm-ltd.co.uk

For more information about our Regeneration (Central) division please contact Warren Gannaway, Business Development Manageron 07770 815548 or by email atwarren.gannaway@fpm-ltd.co.uk

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Project description

Work at each of the nine dwellings completed in this period was procured through a competitive tendering process and classified as nine separate contracts by South Kesteven District Council; albeit under one Planned Maintenance budget.

The works were typically put out for tender when the Council’s own internal resources did not have the capacity to undertake the works.

As each dwelling was a separate contract, there was no overriding client brief associated with the planned maintenance works and each opportunity had to be assessed on a contract by contract basis once we had the opportunity to review the supplied brief and specification.

With no planned programme of works for the year and a work stream that could be considered varied, allocating specific resources to these works would prove difficult. However, as we had a presence in the area undertaking similar works as well as other works with the Council, we were in a position to make resources available and therefore provide a quote to the Council.

Scope of works

• Boiler replacement

• Bathroom refurbishment

• Strengthening works

• Full rewires

• Underpinning

• Damp proofing

• Heating upgrade

Planned MaintenanceContract

April 2012 - March 2013

£33,565k

South Kesteven District Council

Traditional Competitive Tender

REGENERATION

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Background

In 2013, and spilling into early 2014, Norwich City Council began to consult residents on how they could best rejuvenate the communal areas of Norwich’s St James Close.

Resident consultation

Following consultation with the residents it was clear that there was a lot of interest in improving the communal areas and creating a safe environment for children to play as well as a place for local people to sit and enjoy during the warmer months.

As part of the City Council’s Estate Aesthetics Programme, the Council decided that the previous communal areas looked tired and no longer fulfilled the needs of the community.

Foster was called upon to provide all 111 homes on St James Close, all of which are exclusively residential and non-commercial properties, with rejuvenated and resurfaced communal areas.

Project description

The communal area resin works were bolted onto the existing kitchen and bathroom refurbishment programme that is still in progress. This work was negotiated with the client and was priced as an individual project. Both parties were eager to do this work together to build on the client relationship.

Foster undertakes a lot of work with the Council which meant that Norwich City Council could be confident that the quality of work completed would be at the expected high level.

The works provided the residents with a safe, tidy and attractive communal area outside their block. Maintenance of this area can now be carried out with ease due to the resin bond works and the planters being installed to a high standard.

We also worked closely with the Council to ensure the area became more child-friendly. It has been enclosed and pedestrianised and has ample room for children to play and make use of the new game markings.

Scope of works

• Resurfacing works to one block of occupied dwellings

• Levelling works

• Landscaping works

• Installation of wooden seating

• Children’s play area

• Pathways

Resin Bond Works to Drying Area

28 July - 08 August 2014

£145k

Norwich City Council

Negotiated alongside existing tendered work

REGENERATION

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Project description

This contract was negotiated on the back of extensive successful work already undertaken with Norwich City Council. Both parties were eager to do this work together to build on the client - contractor relationship. Works were undertaken in August 2014 to gardens and communal areas surrounding 3 three homes in Cadge Close.

Direct delivery

Foster already had resources available and was able to mobilise immediately.

The work provided residents with safer, enclosed gardens with a pathway clearly fenced off to prevent overgrown foliage from blocking their access.

Site constraints

The works were carried out in a residential close with only one point of access meaning that delivery and removal of materials and waste needed to be scheduled to avoid peak times.

The properties directly overlooked a local park and community centre with pedestrian access in front of the works location. Every precaution was taken to ensure public safety through the careful positioning of plant and tools and in ensuring clear access routes.

Scope of works

• Removal of fly tipping

• Renewal of concrete posts and panel fencing

• Landscaping works

• Installation of concrete walling, fence and new boundary fence

External Works at Cadge Close

13 Aug - 16 Aug 2014

£17k

Norwich City Council

Part of the NCC Framework

REGENERATION

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Project description

The project comprised masonry repairs, roof strengthening and associated external works to four homes on Romany Road, Norwich.

Foster was appointed as Principal contractor via negotiated tender through successful delivery of the Norwich City Council Framework. As a framework partner Foster was already delivering internal refurbishment and repair works across Norwich City Council’s diverse housing stock.

Scope of works

• Masonry repairs

• Roof strengthening

• Floor levelling

• Ground improvement works

• Underpinning

• Helifixing

• Brickstitching

Masonry Repairs and Improvement Works at Romany Road

July - August 2013

£88,677

Norwich City Council

Negotiated contracts

REGENERATION

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Background

Foster and South Cambridgeshire District Council embarked on multiple contracts to refurbish the Hawkesley bungalows. The properties are of a non-traditional design and were constructed post war from the surplus air-frame aluminium sheeting originally built to provide a temporary housing solution. 70 years on, the houses are very popular, offering spacious living accommodation and located in a very desirable part of Cambridgeshire.

Project description

The project comprised whole house improvement works across all properties including both internal and external works.

Internal works included replacement kitchen and bathroom facilities, new heating systems and full rewires. External works included replacement windows and doors, roof repairs and replacement, insulation, installation of solar panels and external wall insulation.

The works provided the properties with structural soundness for a further 25 years and encompass significant energy reduction measures. In a climate of ever increasing energy costs and the real issue of fuel povery the requirement for energy usage reduction was a significant driving force for the work. External wall insulation was installed, providing a weather proof coat which will help protect the building. This comes with a 25 year insurance backed warranty.

By improving thermal efficiency we have increased the SAP rating on the Energy Perfermance Certificate from a D to a B rating.

Foster and South Cambridgeshire District Council worked very closely together to set out a clear understanding of what was needed. This close cooperation was required to overcome the few but not insignificant and unforseen issues that arose in a small number of contracts.

During the five months on site, our respective teams demonstrated how contractor and client can work together to transform properties into comfortable homes for the residents.

Scope of works

• Kitchen installation

• Bathroom installation

• New heating systems

• Full rewires

• Roof repairs

• External wall insulation

• Decorations

Refurbishment of Hawkesley Bungalows

July - December 2014

£1.1m

South Cambridgeshire District Council

Negotiated contracts

REGENERATION

ork

Scope of Works

• Kitchen nstallation

• Bathroom installation

• Ventilation works

• Decorations

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• Woodwork repair

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Scope of Works

• Kitchen nstallation

• Bathroom installation

• Ventilation works

• Decorations

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• Woodwork repair

Project description

The work was carried out alongside a framework with South Cambridgeshire District Council that ran for the 2014 calendar year. At the start of the framework the Council identified a number of occupied properties that would need to be refurbished throughout the year, which were released with approximately 10 dwellings per contract.

Each contract took approximately one to two months to complete and was directly delivered by our locally based operational team.

Works included sheltered schemes that required careful consideration and liaison with residents, carers and Occupational Therapists regarding the requirement for level access showers and kitchen adaptations.

Our Resident Liaison Officers were able to provide consistent support throughout the works to minimise disruption to the residents. This

included arranging coffee mornings at suitable local venues to allow residents time away from their homes and respite while noisy or dusty works were taking place.

Resident satisfaction scores exceeded KPI targets and we continually met programme objectives.

Scope of works

• Kitchen installation

• Bathroom installation

• Ventilation works

• Decorations

• New flooring

• Woodwork repair

Kitchen and BathroomReplacements

January - December 2014

£50k

South Cambridgeshire District Council

Call off contract from Framework

REGENERATION

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Project description

Trinity School was looking to refurbish redundant space in order to teach pupils life skills. Also known as Fenland Learning Centre, the Wisbech-based school caters for gils and boys aged 11 - 18 with Special Educational Needs and behavioural, emotional and social difficulties. The centre needed three new lecture rooms, associated WC facilities and full M&E fit out. Although it was not part of the brief, the school also wanted to create a horticultural garden for pupils to enjoy.

Delivery

The £120k contract was awarded to Foster after a competitive tendering process via the Eastern Shires Purchasing Organisation (ESPO) framework. Foster’s dedicated team worked with the utmost respect for their clients and pupils. As well as internal works, Foster played a part in helping bring to life the desired garden by donating wood off-cuts from the works. This enabled students to construct a green area, housing raised beds to grow vegetables.

Challenges

Foster faced the challenge of carrying the works out while pupils with learning difficulties occupied the school. The team needed to demonstrate flexibility and sensitivity in their dealings with staff and students, ensuring operations had a minimum impact on day to day running of the centre.

The project was incredibly rewarding, especially as the works will make a real difference to young people often neglected by society. The centre aims to help youngsters who couldn’t fir in with mainstream education, requiring a different approach and support to help educate and coach them in essential skills – with the ultimate aim of helping them move forward in life and gain employment.

Scope of works

• Construction of three new lecture rooms and associated WC facilities into existing steel framed building

• Inclusion of M&E fit out

Construction Projects, Alterations and Remodelling

3 months

£120,000

Cambridgeshire County Council

Competitive tender

REGENERATION

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Project description

Fuel poverty describes households where more than 10% of net income is used to pay for heat, light and power. With rapidly rising energy, more and more UK households are facing fuel poverty. To avoid putting residents in this plight, Cotman Housing Association (Places for People) asked Foster to suggest alternative methods of producing heat, light and power.

Delivery

Foster set about finding a solution. We started with a series of thorough surveys to assess current heating systems. This included speaking to residents to get a real picture of their problems. As a result of our recommendations, Cotman Housing Association (Places for People) decided to replace the heating systems in a total of 20 properties. They asked us to install air source heat pumps (ASHPs) combined with solar thermal panels. By choosing Mitsubishi Ecodan units the ASHP installations qualified for funding from Renewables East, with some properties benefitting from grants of £1,200. We helped with the funding process – making claims of up to £1,200 per property. When it came to installing systems we showed residents a plan of the work that would take place and did our best to carry it out with minimal disruption.

Challenges

While properties are well maintained, built to a high standard and have good thermal efficiency, Foster found that there were some measures that could be taken to improve quality further. Some existing systems were difficult to control and expensive to run, and residents reported problems with condensation-related mould growth and damp. Research pointed to replacing existing heating systems with an ASHP. Accommodation allowed ample space for the external unit and a good-sized airing cupboard for the hot water cylinder. ASHPs deliver constant levels of heating and provide lower fuel costs, which should help residents. Combined with solar thermal panels, this will reduce fuel costs further and supply ample quantities of hot water.

Customer satisfaction

“From the initial project feasibility appraisal, Foster has worked collaboratively with my team, securing partial grant funding for the homes occupied by residents who were experiencing fuel poverty. The speed of installation has meant that residents have benefited from more efficient and cost effective heating to their homes.’’

Nigel Gardiner, Property Services Manager of Cotman Housing Association

Scope of works

• Design and replacement of heating systems in 20 properties

Renewable Energy Systems

12 months

£1.2m

Circle Group

Negotiation

REGENERATION

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Project description

With responsibility for over 6,000 council-owned dwellings, 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 comitted to improving the quality of service it offers all tenants. GYCH recruited Foster via the Eastern Procurement Consortium (EPC) framework to carry out its housing improvements.

Delivery

Foster’s work on properties can be for one-off improvements 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.

Challenges

Resident well-being is at the heart of doing things the Foster 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.

Customer satisfaction

“With well over seventy properties now complete the project 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 homes.”

Christopher Dove, Capital Projects Manager, Great Yarmouth Community Housing

Scope of works

• Kitchens

• Bathrooms

• Disabled adaptations

• Insulation upgrades

• Electrical rewires

• Central heating upgrades

• Roof replacements

Planned Improvement Works

April 2012 - 2016

£3.5m per annum

Great Yarmouth Community Housing

Competitive tender

REGENERATION

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Project description

Accent Nene required compliance testing for domestic inspections on a five yearly basis. Also on the agenda was a need for loft insulation and cylinder thermostat upgrades. Accent Nene awarded Foster term contracts, priced at competitive rates.

Delivery

Foster certifies electrical installations in residents’ homes once they pass necessary criteria, giving both tenants and landlords reassurance that their properties are safe for habitation. The process, carried out by skilled tradesmen with appropriate electrical qualifications, also contributes to a reduction in energy bills for residents.

Challenges

The nature of this work is such that volumes are susceptible to change, so Foster needed to be prepared to fit in a large quantity at short notice; this could be 700 PIRs in just five months. Thanks to the mobility and strength of our teams, we are able to meet such requirements.

Customer satisfaction

“The workmen were always polite and helpful to both of us. Their work was of a very high standard and our home was left clean and tidy at all times.”

Accent Nene Resident, Peterborough

Scope of works

• 327 insulation upgrades

• 23 electrical rewires

• 81 electrical upgrades

• 908 PIRs

Landlords Compliance Services

£260,000

Accent Nene

Competitive tender

REGENERATION

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Project description

Accent Nene has three contracts in place with Foster, for responsive repairs, maintenance and voids. Winning the responsive repairs element through a competitive tender via the Procurement for All Consortium and OJEU process saw residents taking part in the procedure. This gave Foster a great insight into covering over 3,000 of Accent Nene’s housing and leaseholder properties.

Delivery

Foster’s in-house teams complete all work for Accent Nene at consistently high levels. Where specialist skills are called for we subcontract to relevant qualified trades people. Once in the field, teams are managed by our Repairs Co-ordinators and administration team from our central hub in Wisbech. And being respectful of residents is top priority.

Challenges

With Accent Nene properties spread across Cambridgeshire, Bedfordshire, Northamptonshire, Nottinghamshire, Lincolnshire and Rutland, ensuring we keep our appointments is even more important than ever. Foster ensures timely arrival by using Service Days Planning – an intuitive system which schedules appointments according to both priority work and geographical areas.

Customer satisfaction

“I have lived in my house for 23 years and no previous contractors can hold a candle to Foster. Please never give the contract to anyone else. The workforce is excellent, efficient and friendly.”

Wendy Dyer, Accent Nene Resident

Scope of works

• 24/7 responsive repairs

• Responsive maintenance

• Void property refurbishments

• Minor disabled adaptations

• Handy person service

• Home and estate improvement works

Responsive Repairs, Maintenance and Voids

Beginning in 2005 and covering 5 + 5 years

£3.5m per annum

Accent Nene

NHF SOR v5.1

REGENERATION

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Project description

Roddons Housing Association, based in March, Cambridge, was formed in 2007, following the transfer of 3,754 homes from Fenland District Council. With the transfer came a pledge from Roddons to build 500 new affordable homes in Fenland, enabling communities such as Parson Drove to grow in a sustainable way. Foster acquired land and came up with a design solution for Roddons early on in the process; meeting both their brief and local planning conditions.

Delivery

To achieve Level 3 of the Code for Sustainable Homes, Foster assessed, designed and installed energy measures. These minimised the impact of these new homes on the environment.

Challenges

Complying with the required code level required a lot of collaboration with a range of organisations. Foster worked with Architects Richard Pike Associates and Fenland District Council to ensure the success of this scheme.

Customer satisfaction

“Foster and their consultants have worked tirelessly to get this scheme off the ground and worked closely with us to provide much-needed accommodation in Parson Drove.”

Jerry Harkness, Regional Development Director, Roddons Housing Association

Scope of works

• Design and construction of 12 general needs dwellings

New build social housing

12 months

£1.2m

Circle Group

Negotiation

REGENERATION

LakehouseHead Office1 King George CloseRomfordEssex RM7 7LS

www.lakehouse.co.uk