Building Better Futures...PROPERTY MAINTENANCE LTD

About usWe improve buildings but we work for people. And making surepeople are happy has been at the heart of our business, since it wasfounded by the Foster family in 1976. We have 98 per cent tenantsatisfaction, and that’s something we’re not letting go of. We’re proudof the strong relationships that have cemented us as leaders ofproperty services in the affordable housing and public sectors

About usWe improve buildings but we work for people.Making sure people are happy has been at theheart of our business, since it was founded bythe Foster family in 1976.

We consistently achieve very high levels ofcustomer satisfaction, and that’s somethingwe’re not letting go of.

We’re proud of the strong relationships thathave cemented us as leaders of propertyservices in the affordable housing and publicsectors.

The Foster family of companiesFoster Property Maintenance Ltd (FPM) was founded over 35 years ago and provides propertymaintenance, renewal and refurbishment services to the affordable housing and public propertysectors.

FPM is a leading Constructionline, Exor and CHAS accredited contractor, and we have establishedsuccessful partnerships in every part of our region. Our trustworthy, open, and honest approachforms the foundation of our delivery ethos, working closely with clients to build strongrelationships, ‘The Foster Way’.

FPM’s success is built on the genuine passion of our team to deliver service excellence throughcollaborative partnerships with clients. We embrace and promote environmental initiatives, andhelp create sustainable futures throughout the communities that we serve.

FPM sits alongside Foster Renewable Energies Ltd (FRE) - specialists in the sourcing of funding,design, supply and installation of renewable energy systems. Headquarters of both companies arebased at Foster Business Park, Wisbech, Cambs.

About usBuilding Better Futures...

Welcome...

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Family valuesWe’re a family business, bringing family valuesto the heart of every job.

Our teams specialise in property maintenance;what makes them stand out is the respect andintegrity they bring to the work they do.

We invest heavily in our customer relationships,and when the job ends we don’t want that tobe the end of the story.

We aim to create communities andenvironmental sustainability across all ourcontracts.

The Foster WayWhatever we do, we do it with pride. Along with our sister company, Foster Renewable Energies,we build better futures through sustainable property improvements and developments, across thewhole Eastern Region.

Don’t just take our word for it – we have the accreditations in place to provide assurance to ourcustomers. We believe there’s more to a contract than a piece of a paper and when we make acommitment, we give it our all.

From long-term projects through to small alterations, our ethos – to do things The Foster Way – isto provide the highest possible levels of customer service.

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Foster Property Maintenance HQ, Wisbech.

What really countsWe recently renovated derelict buildings at aschool for young people with special needs inWisbech.

We didn’t just complete the work inside thebuilding, we went beyond our brief to helprenovate the garden, and – once the drills,hammers and hard hats had been packedaway – we couldn’t turn our backs on theamazing young people that had welcomed usinto their school.

Our staff will be returning, to teach the skills ofthe trade to these amazing young people. Theywill help make them employable, and give thema chance in life.

The Foster Way is more than a catchy phrase.It’s what drives our business, building it yearafter year. We continually strive to find a betterway to do business, in a way that is sympatheticto sustainability and environmental needs.

Which is why we hope you’ll do business with us.

Our peopleOur people are our biggest asset. Staff are annually appraised and have professional developmentplans, allowing for career progression.

Our teams are equipped with the necessary skills, qualifications, and awareness to make sure theyalways deliver. We encourage our employees to contribute ideas on how we can improve ourservice to residents and partnership clients.

From initial contact to completion, all works are carried out by our dedicated, local teams. Havingcontrol over all aspects of the business delivers a culture of professionalism and accountability. Weuse customised key performance measurements, guaranteeing the best service to residents, whilstproviding transparency, accountability and dependability to our clients.

Our diverse workforce reflects the communities in which we work. We ensure that legislationconcerning health and safety, customer contact and respect, environmental, and quality issues arecommunicated effectively to our team.

We operate an on-going programme to improve staff awareness of the nine equality and diversitystrands; and provide experience for people who are out of work, encouraging them to seek fulltime employment—sometimes with FPM.

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Our PeopleBuilding Better Futures...

Environment and green solutionsWe promote environmental sustainability in all aspects of our activities, ranging from recycling binsat offices, to the use of Solar PV panels on our office roofs. We are accredited to both ISO 14001for Environmental Management Systems and ISO 16001 for Energy Management Systems.

Our sister company, Foster Renewable Energies Ltd (FRE), specialises in carbon reduction andrenewable forms of energy. FRE designs, supplies and installs green technology solutions thatprovide benefits to partner clients, their residents and the environment. They are also specialists inhelping customers find funding from schemes like the green deal and renewable heat incentive.

WasteWe continually assess materials used, making sure they have a low impact on the environment andare from sustainable sources.

All our waste is segregated and we aim to recycle a minimum. For example, in collaboration withpartnered charity FACET, we recycle waste timber for use in producing new furniture and donateany old furniture recovered where possible.

Our fleetWe run a fleet of approximately 250 vehiclesand limit the environmental impact of our fleetin a number of ways:

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Building Better Futures...Our Infrastructure

All vehicles are limited to 50 mph

We invest in newer, more efficient models

All vehicles are tracked to optimise allmovements

Handheld Technology is used whereappropriate to further reduce journey distances

Technology and systemsOur IT infrastructure offers clients reliable,robust and consistent information, allowingthem to stay up-to- speed with the serviceswe deliver.At the core of our operating system lies‘Service Manager Plus’ (SMP), anintegrated asset and operationalmanagement tool. SMP works in ‘real time’and, along with our vehicle trackingsoftware, enables us to manage resourcesaccurately and efficiently – particularlybeneficial for response emergencies. All ofour responsive contracts benefit from theuse of Hand Held Technology (HHT), givingus a highly efficient platform from which tooperate.Clients are encouraged to access SMPthrough our website, this transparencypromotes our policy of building strongpartnerships with and ultimately leads toenhanced resident satisfaction.

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Corporate Social ResponsibilityBuilding Better Futures...

Corporate Social ResponsibilityAlong with our sister company Foster Renewable Energies, we build better futures through sustainable property improvements. We always thinkof the bigger picture; helping to build better communities and long-lasting environments.

In 2011 we initiated a new scheme called the Community Fund Project with Eastern Procurement Consortium (EPC); part of our on-going commitment to the communities in which we work. The Community Fund Project has been made possible thanks to our pledge todonate five per cent of our EPC Planned Works Framework Contract profit. Proceeds are distributed to various worthy causes put forward bycommunity organisations. FPM looks for ideas of how and where money can be used to benefit the community at large. We ask residents’ groupsfor their involvement in making these decisions.

Where possible we employ local people; and have several successful apprentices working across the eastern region.

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Building Better Futures...Corporate Social Responsibility

Corporate Social ResponsibilityFPM has in house Carbon Management specialists to identify ways in which we can improve our environmental sustainability. We also holdaccreditation under BS EN 16001; The Energy Management Standard. We work hard to reduce areas of high energy consumption andcontinue to investigate renewable sources of energy, such as the installation of Solar PV panes on the roof of our HQ buildings.

FPM supports Fenland charity FACET which helps people over 16 with learning difficulties and physical disabilities to realise their fullpotential. Our support included upgrading their kitchen facilities and supplying responsive repair cover for their buildings.

We all know how important our communities are. At FPM we take our responsibility to the communities that we work in very seriously.Although, as you can see from the pictures, we also have fun – after all we’re human too!!

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ServicesBuilding Better Futures...

Construction projects, alterations and remodellingWe have over 30 years’ experience in construction, renovation andmaintenance across a range of sectors – including social housing, local authorities, privatelandlords and the commercial sector.There is literally no job to big or small, and we take a personal pride in every job we take on.

We do works ranging from renovating derelict buildings to creating new learning spaces for youngpeople with special needs, we also modernise buildings for residents living in social housing, andmuch more besides.

New build social housingWe’re not just in the renovation game. Our vision is to create new, environmentally-friendly social housing. Housing that benefits residents and theenvironment equally. To this end, we are acquiring land for development. Buying land with a view to developing houses brings about a unique set ofchallenges. These include finding the land in the first place, making sure there is sufficient access and adequate sewerage and that plots are notpart of a flood plain. Then there are the issues that go hand in hand with social housing, such as meeting the needs of tenants and helping to buildhealthy, sustainable communities. Our strong relationships with housing associations enable us to find out exactly what sort of land meets theirrequirements, so we can go about acquisitions with a focused approach.

“Having won the contract the Fosters team have worked tirelessly to ensure the new rooms areready for the new school year. The team has gone over and above by also supporting theschools gardening project. We are very excited about the opening of the block an look forwardto developing our relationships with the Foster's team."

James Simon, Executive Head Teacher, Fenland Learner Centre, Wisbech

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Building Better Futures...Services

Planned improvements worksWe have long-term contracts with many clients, ranging from district councils to housingassociations. We maintain and update buildings, deliver extensive renovations and dowhatever it takes to improve living standards for residents. Often these contracts last forseveral years and our team update thousands of homes.

All of our staff are expert in working in occupied buildings, and we go above and beyond toensure that we deliver polite, prompt and people-friendly work. We employ Resident LiaisonOfficers who actively engage with residents, keeping them up-to-date with the progress ofwork throughout the duration of our contract.

We can even offer added-value services to your tenants such as onsite ‘handyman’schemes, where for a day a month our staff can provide assistance with small jobs such asputting up curtain rails or disposing of large items. This level of customer care means that wecan help you turn what can sometimes be a disruptive and unwelcome period of work intosomething that can actually increase resident satisfaction.

Landlord’s compliance servicesWe work on behalf of landlords,making sure that their properties meetthe latest standards on safety andenvironmental health.

Our technicians are fully trained, highlyskilled, and very qualified. We keep ontop of the latest changes in law,meaning that you can rest assuredthat we can keep you covered.

From boilers, to electrics; from fire andsafety, to appliances; gas, water,whatever, you’ll be compliant withFoster Property Maintenance.

“I have lived in my house for 24 years and no previous contractors can hold a candle toFPM. Please never give the contract to anyone else! The workforce is excellent, efficient andfriendly. The office staff are all polite and respond to queries immediately.”

Wendy Dyer, Accent Nene Resident Board Member

“Fosters commitment to timely and quality delivery has ensured all our residents have benefitedfrom minimal disruption and can enjoy their high quality refurbished homes for many years tocome.”

Andy Edmonds, FCH

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ServicesBuilding Better Futures...

Renewable energy systemsOur sister company, Foster Renewable Energies is committed to bringing youthe very latest in ‘green’ energy. We provide the very latest in renewableenergy systems across all services, building better futures through sustainableproperty improvements.

With coverage across East Anglia and the East Midlands, we supply andinstall renewable energy systems to the residential, social housing, farming and commercial sectors. Our state of the art systems include:

• Air source heat pumps• Biomass boilers• Energy efficient gas boilers• Ground source heat pumps• Rainwater harvesting systems• Solar hot water systems• Solar PV• Underfloor heating and efficient radiators

We are experts in advising on and sourcing funding for renewable energy projects.

“From the initial project feasibility appraisal, FRE has worked collaboratively withmy team, securing partial grant funding for the homes occupied by residents whowere experiencing fuel poverty. The speed of installation has meant that residentshave benefited from more efficient and cost effective heating to their homes.''Nigel Gardiner, Property Services Manager for Cotman Housing Association

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Building Better Futures...Services

Response repairs, maintenanceand voidsWhether it’s a resident locked out of their home,a leak or a faulty gas boiler that needsimmediate attention, we’re never far away.

Our response service, along with generalmaintenance and voids services are a core partof our business.

To many of our clients, FPM is a fourthemergency service, we manage works via ourdedicated teams in our Customer ResponseCentre (CRC).

With operations across the Eastern Region, inWisbech, Norwich, Needham Market and nowas far north as Grantham, we are able to takeaction when needed.

When clients make the call we aim to serviceproperties as quickly as possible.

CCUSTOMER RESPONSE CENTRE

CR

"Just a quick note of congratulations to theteam on getting the average repairsresponse time down to just below 8 daysfor the year so far – and even better at 6.35for Q3. As the latest team briefing says thechallenge now is to keep it there!"

Andrew Williams, Managing Director,Accent Nene

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SectorsBuilding Better Futures...

Our history and expertise is in working forclients in social housing. But what we’ve learntin servicing, maintaining, building, and alteringproperties for these clients has given us skillsthat we have successfully delivered to valuedcustomers from a host of other sectors too.Our work encompasses the following:

CommercialSocial housing makes up the lion’s share ofwhat we do, but we’re still a strongcontender in commercial property.

When it comes to making improvementsFPM places high importance onincorporating latest technologies and worksystems, so we can provide you with theoptimum service.

Local authoritiesLocal authority owned housing needsrange widely and so does our experience,our service is fully comprehensive.

From our dealings with local authorities, weknow how customer-focused this sectorneeds to be. As well as day to day repairsfor residents, there are remedial worksrequired, to bring properties up to scratchand quick refurbishments needed for thosewith urgent housing needs.

With resources often stretched, ourexpertise and experience bring more than aquick fix. We meet deadlines and deliverthe highest of standards. And mostimportantly, we always act respectfullytowards residents when working in theirhomes.

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Building Better Futures...Sectors

Housing associations andregistered social landlordsThe majority of our clients are housingassociations and social landlords, and thework we undertake for these customersspans the breadth of our specialism; fromconstruction, adaptations and response,through to the installation of renewableenergy and sustainable technologies.

Social housing is let at lower rents and on asecure basis to people in housing need.Social landlords are the bodies that ownand manage social housing. These areindependent, not-for- profit organisationsthat use any surpluses to maintain existinghomes and help finance new ones. Somaximising budgets is crucial.

FPM understands this in terms of the biggerpicture, not to mention the daily tasks thatwe undertake.

Doing a job is more than just responding toa call for a repair – we are helping to buildcommunities. We also aim to make thesesustainable; providing solutions throughFoster Renewable Energies.

Public authoritiesWhether creating a safer environment orsaving lives, the work that public bodies dotakes precedence over all other. From policeforces to health agencies, FPM givessupport to these organisations.

We take care of their property needs sosector workers can go about vital business.

Public authorities operate three emergencyservices – we are often described as thefourth. Integrity is important to theseorganisations and this is a value FPM alsotakes pride in.

Whatever the work, we act quickly, diligentlyand most importantly, with minimumdisruption. That way, the emergencyservices can get on with what matters most.

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Resident engagement and satisfactionBuilding Better Futures...

Service excellence can only be achieved whenwe engage fully with residents, and otherstakeholders.

We listen to clients and residents alike,understanding their needs and working hard totailor our services accordingly. We take greatpride in making a real difference to local peopleand their communities.

We consistently achieve very high levels ofresident satisfaction. This is due in no small partto our team of dedicated Resident LiaisonOfficers (RLOs), who actively engage withresidents, keeping themwell informed of ouractivities throughout the works process.

Resident testimonials

“Thanks to everyone for a great kitchen and polite and helpful staff.”Ms Robinson – Freebridge Community Housing

“We very much thank all the FPM workmen, they did a fantastic job all round, were great withour children, extremely obliging and trustworthy – we thank you all for our beautiful newkitchen and bathroom. No complaints whatsoever!”

Mr & Mrs Wilson – Luminus Group

“Thank you so much for all the good work done to our home, we are so happy with allimprovements done.” Mr & Mrs Cooke, Cromer – Victory Housing Trust

“Everybody was perfect in every way. Well pleased with all the staff.”Mr Wise - Suffolk Housing

“Very helpful staff, very impressed with Fosters and would recommend to anyone.”Mr Cooper, Norwich – Wherry Housing Association

“I am very pleased with my new kitchen, very friendly and polite, thank you.”Miss Worship - Hundred Houses Society

“More than pleased with the end results. Thank you very much.”Mrs Marshall & Mr Sanderson - Hundred Houses Society

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Building Better Futures...A-Z of Clients

Client Testimonials“Accent Nene is committed to providing well maintained homes forour residents. Appointing partnering contractors that share ourvalues and have the skills and resources to deliver on that objectiveis therefore essential. In Fosters we have found that commitmentand they are successfully undertaking responsive repairs, voidworks, planned kitchen, bathroom and heating replacements andnow our out-of-hours call centre service”

Andrew Williams – Managing Director, Accent Nene

“After our transfer in 2006, Freebridge appointed FPM to undertakeour decent homes internal replacement programme andimprovements to our non-traditional constructed homes.Freebridge, our residents and our local community continue toexperience the benefits of FPM’s commitment to residentssatisfaction, quality and local employment”

Tony Hall – Chief Executive, Freebridge Community Housing

“FPM were appointed to deliver the consortium planned works inJanuary 2010. Since this time FPM have successfully mobilised forour multiple members and have delivered, to date, over 2,000major replacement elements including kitchens, bathrooms androofs. From the outset FPM have delivered their promises to boththe members and the residents. FPM are outstanding in their abilityto deliver a quality product from day one and continue to deliverhigh levels of resident satisfaction”

Steve Tyree – Head of Eastern Procurement Consortium

Our ClientsAccent Nene Housing AssociationBoston Mayflower Housing AssociationCambridgeshire Constabulary Cambridgeshire County Council Cambridgeshire Fire Rescue ServiceColne Housing AssociationCotman Housing AssociationEast Cambs District CouncilEastern Procurement ConsortiumEmmanuelle College, CambridgeFlagship Housing AssociationFreebridge Community HousingGranta HousingGreat Yarmouth Community HousingHundred Housing SocietyHuntingdonshire District Council (Home Improvement Agency) Lincolnshire Home Improvement AgencyLuminus GroupMuir Group Housing AssociationNorwich City CouncilOrwell Housing AssociationPlaces For PeopleProcurement LincolnshireRoddons Housing AssociationSaffron Housing TrustSouth Cambs District CouncilSouth Holland District CouncilSouth Kesteven District CouncilSuffolk Housing SocietyVictory Housing TrustWest Norfolk Care and Repair AgencyWherry Housing Association

Building Better Futures...PROPERTY MAINTENANCE LTD

This brochure is printed on 100% recycled paper

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

PROPERTY MAINTENANCE LTD

www.fre-ltd.co.ukwww.fpm-ltd.co.uk

Head Office: T: 01945 586999 F: 01945 586990 Unit 1, Foster Business Park, 79 Boleness Road, Wisbech, Cambridgeshire PE13 2XQ

Eastern Regional Office: T: 01603 747040 F: 01603 747041Unit 22, Morgan Way, Bowthorpe, Norwich NR5 9JJ

Southern Regional Office: T: 01449 722205 F: 01449 722206 18/19 Maitland Road, Lion Barn Industrial Estate, Needham Market, Suffolk IP6 8NZ

Northern Regional Office: T: 01476 576983Unit 7, Priest Court, Springfield Business Park, Caunt Road, Grantham, Lincolnshire NG31 7BG