Lwz His Tender-1

INVITATION TO TENDER

London Warm Zone Home Insulation scheme

APPOINTMENT OF WORKS CONTRACTORS FOR HOME INSULATION SCHEME (HIS)

November 2009

Return Date for submission: Noon 27th November 2009

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CONTENTS

PAGE

1.0

INTRODUCTION

3

2.0

BACKGROUND TO THE TENDER

5

2.1

About The London Warm Zone

5

2.2

Scheme Objectives

5

2.3

Operational Details

7

3.0

DETAILS OF THE FINAL SELECTION PROCESS

12

3.1

Quality and Financial Proposal

12

3.2

ITT Submission Format and Procedure

13

4.0

EVALUATION CRITERIA

15

5.0

QUALITY BASED QUESTIONS

17

FORM OF TENDER

19

NON COLLUSIVE TENDERING CERTIFICATE

21

FORM OF CONFIDENTIALITY UNDERTAKING

22

PRICING SCHEDULE

25-28

SCHEDULE 1 Part A – Scope of Services Part B – Service Levels Part C- Liquidated Damages Part D – Specification of Works Part E – Quality Monitoring Part F – Reporting Requirements Part G - Representatives

29-50

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APPENDICES 1 – 7 Appendix 1 – Safety Check Sheet Appendix 2 – Conformance Certificate Appendix 3 – Code of Conduct Appendix 4 – Alcohol & Drugs Appendix 5 – Loft Insulation Spec for CERT Appendix 6 – Health & Safety

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1.0 INTRODUCTION London Warm Zone is part of Warm Zones CIC a not for profit company which is a wholly owned subsidiary of the National Energy action (NEA). This Invitation to Tender (ITT) is issued to those Contractors who have previously worked on the London Warm Zone (LWZ) Home Insulation Scheme (HIS) under the previous scheme management arrangements or they are industry approved contractors with a proven track record. The instructions given below are designed to ensure that all submissions are given equal and fair consideration. It is important therefore, that all the information is provided in the format and order specified. Submissions may be rejected if the information asked for is not given at the time of tendering. LWZ reserve the right to amend and reissue this Invitation to Tender. If LWZ choose to alter tender documentation, applicants may be given an extension that is deemed fair in relation to the scale of any changes carried out. Offering an inducement of any kind in relation to obtaining this or any other contract with any member of LWZ staff will disqualify the submission from being considered and may constitute a criminal offence. By issuing this invitation, LWZ is not bound in any way and does not have to accept the lowest or any tender, and reserves the right to accept a portion of any tender, unless the tenderer expressly stipulates otherwise in their tender. Tenderers are not entitled to claim from LWZ any costs or expenses incurred in the preparation of submissions whether the bid is successful or not. Please note the following requirements, you must not: •

Tell anyone else what your tender price is or will be, before the time limit for delivery of tenders.

•

Try to obtain any information about anyone else's tender or proposed tender before the time limit for delivery of tenders.

•

Make any arrangements with another organisation about whether or not they should tender, or about their or your tender price.

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Failure to comply with these conditions may disqualify your tender. In completing this tender, applicants should consider all of the information and documents provided in this tender. Great care has been taken in the preparation of the ITT to ensure that each tenderer is fully appraised of LWZ’s ambitions for the partnering arrangement. Accordingly you will become knowledgeable about LWZ’s programme. The details included therein are sensitive, confidential and subject to alteration. Whilst every endeavour has been made to give tenderers an accurate description of the LWZ’s requirement, tenderers should make their own assessment about the methods and resources needed to meet those requirements. Submissions should be sent or delivered to reach the following address by no later than

12:00 noon Friday 27th November 2009 Samantha Dawson Company Secretary Warm Zones CIC, Broadway Chambers 530-542 High Street North Manor Park London E12 6QN Any questions regarding this document to be addressed to Nigel Turner at the email address below. Please ensure that all questions are submitted by 25.11.09. All answers will be circulated to all tenderers. [email protected] Timetable for tender 13/11/09 Tender documents sent out by LWZ, please confirm you have received the documents 27/11/09 Tender return deadline (12 noon) 30/11/09 – Tender evaluation 1/12/09 - LWZ notify contractors on whether they are successful or unsuccessful.

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2.0 BACKGROUND TO THE TENDER 2.1

About London Warm Zone (LWZ) Home Insulation scheme (HIS)

LWZ has delivered insulation measures to over 20,000 homes and currently operates schemes across 24 London Boroughs. This tender is for a Framework agreement to provide insulation measures through Carbon Emissions Reduction Target (CERT) funding secured by LWZ, across London. The agreement will remain in place for a period of three (3) years from 01 January 2010 to December 2012. LWZ has secured Carbon Emissions Reduction Target (CERT) funding to deliver insulation measures in London from 01 January to 31 December 2010 for which a call off contract may be issued to Contractors appointed to the Framework agreement. Further call off arrangements may be entered into subject to funding beyond 2010. This agreement will be continually reviewed with the intention of ensuring that it remains a practical document that allows all parties involved to take full advantage of existing and future funding channels and also ensure that all relevant statutory obligations continue to be adhered to. 2.2

Scheme Objectives

The scheme aims to: • Deliver cost effective insulation measures including cavity wall and loft insulation to circa 10,000 homes during 2010. • Offer value for money for the funding providers including the CERT provider and the partnering London Boroughs. • Improve Standard Assessment Procedure (SAP) ratings of properties across the region • Contribute towards carbon reduction in London • Maximise use of all available funding streams including Carbon Emission Reduction Target (CERT) and Local Authority funds. LWZ is proposing to introduce framework agreements for contractors to provide thermal insulation services such cavity wall and loft insulation for Homeowners and tenants of privately rented properties (Landlord’s permission in writing required) and social housing rented properties. It is intended that the successful Tenderers will become preferred Partners in the delivery of HIS. The implementation of the Framework Agreement is intended to aid LWZ with carrying out their obligations in relation to the delivery of the HIS. However, the Framework Agreement will have a much broader purpose than simply being a reactive and defensive measure in response to the requirements for provision of support services. For example other funding/schemes could become available i.e. Home Energy Efficiency Programme (HEEP), Community Energy Saving Programme (CESP) and delivery of additional products such as solid wall insulation.

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The Framework Agreement will provide the basis for delivering further efficiencies in LWZ procurement process and a means to further achieve innovation and best practice by: • Standardisation of contracts to be used under the Framework Agreement. This will reduce the time and cost incurred in finalising the legal and technical documentation on future contracts. Tenderers should note the importance to LWZ of this aspect of the Framework Agreement. •

Monitoring performance and working towards continual improvement;

•

Potential to develop long-term partnering relationships with framework contractors that recognise and reflect the commercial interests of all relevant parties.

The Contract Objectives include (but are not limited to): 1)

To select a framework of contractors who fulfil the requirements to provide thermal insulation service and other schemes which LWZ develop in the future.

2)

To select contractors with a proven track record in delivering a responsive service

3) To select contractors with the ability to demonstrate experience of working with private sector and Social Housing residents especially those in the Priority Group those on benefits. 4) To select contractors with the ability to grow their own service as the scheme matures including potential development of Home Energy Efficiency Programme (HEEP), Community Energy Saving Programmes (CESP) and delivery of additional products such as solid wall insulation. 5)

To Work with LWZ in a fully transparent fashion to demonstrate value for money.

6) Implement meaningful K.P.I.’s and a measurement processes that determines Continuous Improvement in the service and businesses contracted 7)

To evidence a streamlined invoice management.

8)

To enable a greater certainty in budgeting.

9) To ensure that local labour, providing apprenticeships and training, is employed wherever possible. 10)

To achieve and evidence zero health and safety incidents

11) To achieve team-working and consideration for others, including equality and diversity considerations 12)

To achieve greater predictability of out-turn cost and programme.

13)

To achieve improvements in quality, productivity and value for money

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14) Improvements in environmental performance, sustainability and reductions in environmental impact 15) Continuous improvement in the carrying out of the works leading to right first time with zero defects 16)

To avoid disputes, and for the contactor to evidence the same from experience

17) The contractor must ensure clients and residents satisfaction with the performance of the contract. 18) The contractor must consider and adopt any efficiency initiatives LWZ may bring to their attention. 19)

To promote innovation and its benefits.

20) The contractor will show commitment to enhancing the reputation of the LWZ and its partners within the communities in which they work. 21) Any other objective that the LWZ and the contractor may subsequently agree in writing It is important that the tenderer recognises the importance of meeting these objectives and challenges that may be ahead. LWZ will be looking for a proactive supply chain that would demonstrate diversity, excellence and leadership. 2.3

Operational Details

It is proposed that the successful contractors will be invited to sign onto Framework Agreement which is due to commence in January 2010 subject to final agreement of terms and conditions. Initially, individual projects will be awarded to the appointed contractors subject to capacity and capability assessment. Thereafter, work will be allocated with due reference to measures of past performance within the Framework scope. The procedures for award of contract once the framework is in place are outlined in the draft Framework Agreement. Below is a pictogram of how the framework will be operated. The LWZ will procure and manage the framework agreement, but individual call off contracts will be made by London Warm Zones to whom works contractors shall be responsible.

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CERT Fundin g

Borough Funding

LWZ Other potential funding Contractor s

2.3.1 LWZ RESPONSIBILITIES LWZ will;

1. Allocate specific Boroughs/areas for the contractors to target for potential insulation works in agreement with the partnering London Borough.

2. Agree financial strategies with each contractor 3. Specify the spilt between priority group and able to pay jobs 4. Provide branded marketing material for distribution, no other material to be used without prior agreement from LWZ

5. Manage all borough and partner liaison 6. Manage and monitor Contractors performance through regular reporting and monitoring meetings. Structured regular meetings will be arranged and the outcome will be minuted and actioned as necessary. 2.3.2 REQUIREMENTS AND RESPONSIBILITIES OF THE CONTRACTORS 1. The appointed Contractor will be a suitably experienced organisation, with the ability to demonstrate their capability and capacity, meet the requirements of the HIS agreement (please see scope of services) and provide evidence of a proven track record of working in the insulation industry in particular Private Sector homes, and dealing with clients including the Priority Group over the past three years

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2. Contractors are required to provide LWZ with the following, for themselves and any sub-contractors they intend to use on the scheme;

a. Copies of published accounts for the past three (3) years b. CIS registration details to include full registered company name and address, UTR code and company registration number. c. Copies of Health & Safety policies/documents d. Bank account details and permission to write to contractors bank manager (on their headed paper) so LWZ can ask for a status enquiry. e. Referees to be supplied to LWZ to allow them to take up references. f. Full organisational chart together with proof of qualifications of staff and relevant professional memberships will be required. g. registration details for the British Board of Agrément (BBA) and Cavity Insulation Guarantee Agency(CIGA) and details on achievement of any quality assurance standards h. Details of Customer Care Policy i. Details of Complaint Procedure j. Criminal Record (CRB) disclosure for all persons that will visit residents k. Method Statements l. Data Monitoring – Details of data management systems m. Copy of Professional Indemnity Insurance (of no less than £250,000) n. Copy of Employers Liability Insurance (of no less than £10,000,000 for each and every claim o. Copy of Public Liability Insurance (no less than £5,000,000 for any one accident)

3. LWZ requires Industry approved Contractors capable of installing insulation measures, meeting the required standard and in line with current legislation and regulations. This must include registration of BBA & CIGA.

4. Contractors will be appointed under a ‘Framework Agreement’. 5. Contractors are required to provide copies of all the requested documentation which is detailed in the check list. The tendering process will demonstrate value for money. Copies of all the required documents in relation to the tendering process and that of the successfully appointed contractors will be supplied to the Contractor These services will include, but not be limited by, the contents of this brief and acts as a guide while not overriding any contractual obligations Contractors have with the funding providers. 2.3.3 Insurances The Contractor will indemnify Warm Zone CIC against claims, proceedings, compensation and costs arising out of an infringement by the Contractor of the rights of others, except where arising out of the use by the Contractor of something provided by Warm Zone CIC.

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1. Professional Indemnity insurance of no less than £250,000 2. The Contractor shall have in place Employer’s Liability Insurance of no less than £10,000,000 for each and every claim 3. Public Liability Insurance for such sum and range of cover (to include cover for, but not limited to, loss or damage caused to any property upon which the Contractor is performing, or has performed works) as the Contractor deems to be appropriate but not less than £5,000,000 for any one accident unless otherwise agreed by Warm Zone in writing. Public and Employers liability insurance must be acceptable to Warm Zone CIC, which shall indemnify Warm Zone CIC against injury to any person and loss of, or damage to any property or other direct costs which in relation to all charges, claims, costs (including legal costs) damages, demands, expenses and proceedings whatsoever with respect to the Project to which it relates. Copes of insurance policies must be sent together with the tendering document when submitted to LWZ. No additional fees will be paid to cover the cost of premiums and associated costs in this respect. The Contractor will ensure they have paid up premiums to the same levels of Employers and Public Liability Insurances as set out above. LWZ requires Industry approved Contractors capable of installing insulation measures, meeting the required standard and in line with current legislation and regulations. 2.3.4 Contract Management It is preferred that each Contractor will provide in house surveying capacity to identify potential insulation work as directed by LWZ. However in the case where a contractor does not have these facilities then they can sub contract to a lead generation /surveying services organisation. You will provide LWZ with; •

clear method statements of how the surveying company will operate under HIS • signed contractual agreements between surveying company and HIS contractor. • A satisfactory Criminal Record Bureau disclosure is required for all persons that will visit residents, including but not limited to canvassers, surveyors, installers, van drivers, scaffolders, Health & Safety and Quality Control inspectors The Contractor shall be responsible for all contract administration ensuring execution of the works comply with all working practices and regulations. The contractor shall ensure that any sub contractors comply with the requirements of the agreement and show LWZ the evidence. The Contractor will provide a named Project Manager, empowered to make day to day operational decisions. They will be sufficiently experienced and competent to deal with all aspects Contract Management.

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The contractor will be required to carry out quality checks on 20% of completed works. LWZ will carry out 10% quality inspection and customer satisfaction surveys. There will also be a further 10% quality inspection carried out by an independent surveying company. The contractor is also required to complete a LWZ assessment form complete with income details. A show card with the income bands will be provided by LWZ. Upon satisfactory completion and inspection, the Contractor will invoice Warm Zone total value of the work including VAT at the correct rate (5% for energy efficiency measures including insulation and from 01 January 2010 17.5% for non energy works such as access equipment and CIGA certificates). 2.3.5 Data Monitoring – The Contractor must have a secure and robust data management system (e.g. database/excel spreadsheets) on which to store records. The database must be compatible with or at least flexible enough to allow data transfers to LWZs system. 2.3.6 Method Statements - Method statements must be submitted, outlining how the scheme will be administered including any added value that can be brought to the scheme. These will include delivery and customer care and data management. Also tenderers are requested to provide timeframes for the end to end process i.e. from the beginning lead generation, survey, installation, invoicing and customer complaint.

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3.0 DETAILS OF THE FINAL SELECTION PROCESS The final selection process will use a variety of information sources to provide a rigorous and objective assessment of the contractor’s proposals for the framework. These will include the following: •

Quality & Financial Proposals

And may include: • Interviews • Site Visits 3.1

Quality and Financial Proposal

All short-listed Tenderers are required to provide written proposals of how they will approach the services required. The proposals provide an opportunity for the Tenderers to detail their responses supported with an appropriate level of evidence. Proposals will be evaluated on the basis of a quality/cost ratio of 60%:40%. Further details of the relative weightings are contained in Section 4. Tenderers are required to return responses to the questions contained in Section 5 and to provide pricing information as set out in the Pricing Schedule to the full level of detail requested. This should provide an unambiguous and firm basis for the development and appointment of a contractor partner in the framework arrangement. All tenderers who are invited to tender and those appointed to the Framework are required to notify the LWZ if any material [adverse change of circumstances in relation to the assets, business, prospects or financial condition which might reasonably be expected to affect the decision of the LWZ to award and enter into an Framework] changes to the financial health of the company take place. LWZ will reserve the right at anytime to remove a tenderers position or that of a Framework contractor either temporarily or permanently from consideration under the Framework if such material changes occur either notified to us by the relevant company or not. Should a situation arise as described above the LWZ reserve the right to 3.1.1. Carry out technical and financial checks on a contractor 3.1.2. Eliminate from further consideration those not satisfactory, and/or take up specific matters of concern directly with the company concerned either in writing or at a later date.

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3.2. Section 2 of this ITT sets out the base information needed to understand the LWZ’s requirements. Section 5 is where a Tenderer is asked to respond directly to requirements and set out their proposal and associated assumptions and conditions. Please be clear and unambiguous in all narrative responses. In order to evaluate the Tender all required Tender Response Documents must be included with the Tender. If any of the required documents are not submitted with the tender, the LWZ reserves to itself the right to reject a tender. It is the Tenderer’s responsibility to ensure that their Tender arrives in accordance with these Instructions. Tenders received after the date and time for delivery will not be considered. Subject to the following paragraph, if it appears to the LWZ that there is an error in the Tender (including the Tender Response Documents) the Tenderer will be informed in writing and invited to confirm their Tender or withdraw it within a time specified by LWZ. Where an error relates to the total price of the Tender as calculated from other sources, the error will be regarded as being in those other sources. The Tenderer will be informed in writing and invited to confirm the total price or withdraw their Tender as above. Tenderers are advised to keep a copy of their Tender submission. The LWZ reserves the right to make a charge for providing a copy of Tenderer’s own bid. Subject to the effect of the Freedom of Information Act 2000 or stated elsewhere in the issued document, details of other submissions will not be published or made available to Tenderers except as may be required by the LWZ’s reporting requirements. All tenders will be opened together after the 12.00 noon deadline Friday 27th November 2009 and will be witnessed. The original copy will be signed and dated with the time of opening on the front page by an independent witness.

3.3.

ITT Submission Format and Procedure Tenderers should present 1 emailed copy, 1 Hard copy and 1 copy CD in PDF format of their proposals as follows:

Tenders are to be returned no later than noon 27th November 2009. Samantha Dawson Company Secretary Warm Zones CIC, Broadway Chambers 530-542 High Street North

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Manor Park London E12 6QN The tender and supporting documents should be delivered to the address above in plain unmarked envelopes / boxes with no reference to the company name. These instructions are designed to ensure that all tenders are given equal and fair consideration. It is important therefore, that tenderers provide all the information asked for in the format and order specified. Pre-tender negotiations will not be entertained. Tenders and supporting documents shall be in English and any Agreement subsequently entered into and its formation, interpretation and performance shall be subject to and in accordance with the law of England.

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4.0 EVALUATION CRITERIA The evaluation of the submissions will be in 2 parts using the relative weightings shown in brackets below: •

Quality Assessment (60%) – Tenderers are asked to prepare answers to the questions posed in Section 6. The assessment will include an evaluation of the written proposals and overall consistency of responses.

•

Financial Assessment (40%) – In assessing bids, the LWZ will weight the 40% allocated to the pricing schedule in accordance with historical data. The Tenderers are asked to put together a Financial Proposal for the projects outlined in Section 7. Subject to final negotiation, these values will be used to set the parameters for the final terms and conditions of the Framework Agreement.

The proposals will be scored against each section, in accordance with the principles set out in figures 1 & 2 below: Evaluation Matrix for Final Selection Process

% Weighting

Staff Competence / Training

10%

Generation of work

10%

Management of Contract

10%

Customer care

10%

Health, Safety and Environmental considerations

10%

Method Statement

10%

Quality Score

60%

Financial Proposal

40%

Price Score

40%

Figure 1 - Evaluation Matrix for Final Selection Process

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Score 0

Scoring Principles Rejected – Evidence is unacceptable or non-existent, or there is a failure to properly address any issues.

1-3

Poor – The evidence is insufficient in certain areas where details of relevant evidence require the reviewer to make assumptions.

4-6

Satisfactory – The evidence is acceptable, but with some minor reservations. The response deals only with processes and little output evidence is provided.

7-9

Good – The standard of evidence fully meets expectations.

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Outstanding – The evidence exceeds expectations. The response demonstrates an innovative approach to strategic issues and provides evidence of pro-active involvement and successful delivery as part of an integrated team.

Figure 2 – Principles for Evaluating Proposals

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5.0 QUALITY-BASED QUESTIONS Please note that the word limits given below indicate the maximum number of words you can use to answer the questions. If you feel you are able to fully answer the question in less please do so. Responses are to be marked on the quality of information provided as opposed to the quantity. - Appendices are not permitted. A1. Staff Competence / Training 500 WORDS MAX FOR SECTION A1 Demonstrate how you ensure that your staff are adequately trained and competent in terms of: • •

technical ability ability to work with and understand the specific needs of vulnerable and able to pay residents Financial provisions are made on an annual basis for employee's within their division/department to receive initial ongoing training to ensure that they remain up to date of changes in legislation and working practices that a training matrix is produced for all employee's reporting to them identifying training needs and requirements . A training record will be produced for each employee and will be deemed as a 'live working document' and will be reviewed and up dated on an ongoing basis. The corporate internal training resources, where possible, will be utilised to their full extent and ability. All training records are kept in a secure location at all times. Provisions are made on a regular basis for employees within their contracts to receive initial or on-going training to ensure that they remain up to date of changes in legislation and working practices. A training matrix is produced for all employees at contact level identifying training needs and requirements. A training record is produced for each employee and is deemed as a 'live working document' and is reviewed and up dated on an ongoing basis. The corporate internal training resources, where possible, will be utilised to their full extent and ability. All members of staff complete a full training programme before starting work for Saving Energy, part of this training is customer care. All staff are made aware of the different types of customer that we deal with and are expected to treat all customers with respect. We inform all staff the criteria for each property they attend so that are aware if the customer is elderly or disable etc before they arrive and special instruction are also noted on their work sheets where necessary i.e.: customer takes a long time to get to the door, or customer requires you to knock next door for neighbor to attend etc. We leave a customer satisfaction form with every customer for them to complete and return to the office, if we were to receive negative feedback regarding any member of staff they would be dealt with according to company policy.

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A2. Management of Contract 500 WORDS MAX FOR SECTION A2 a. How would you propose to work with LWZ to ensure that the project meets the agreed cost and completion time targets? Demonstrate how you have previously ensured that time and cost targets are met. b. Please detail your proposals for quality assurance in relation to the contract. Please include how you propose to measure quality, who will be involved in the process of quality management and how the results of this will be used to improve the service.

c. If you intend to subcontract any of the works, please provide details of your processes for ensuring satisfactory subcontractor performance including the appointment of lead generation/surveying companies and how this will be monitored, data management and whether there is provision for real time appointments. To ensure we meet the agreed cost and completion timelines, saving energy will take the same approach we have when working on previous schemes with LWZ. Please see below: · An allocated team of scheme administers will update and track all warm zone properties, which will involve running weekly and daily reports. To ensure the agreed/allocated Budget is being closely monitored and completion time lines are met. · All surveyed, cancelled and installed properties will be updated daily on to the allocated spreadsheets/Budget tracker. To ensure that timelines are being met and necessary action can be taken where needed. This will also ensure that the agreed budget /spend is correct. · Like on previous schemes the budget tracker and weekly survey report, will sent other to LWZ/OE weekly on an agreed date For quality assurance, through our operational teams, managers will ensure that an adequately trained and equipped workforce delivers the standards of service and workmanship as specified and approved by the client to schedule. It behoves our Management team therefore, to plan, implement and maintain such systems and procedures in compliance with the principal and primary objectives and are dedicated to provide a standard of customer service that is second to none in our industry. To measure our quality of service we have a team who look at every customer satisfaction form for every install, we have not only LWZ satisfaction form but a Saving Energy Satisfaction Form for our own records. These forms are discussed at a weekly meeting and any issues raised are dealt with accordingly and all information communicated throughout our workforce. We also have a spot check regime where a person from our management team spot checks an install and is reported on a quality form, these forms are also discussed at our weekly management meeting. Any issues requiring immediate action on these spot checks are dealt with on site. We do not intend to subcontract any of the works.

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A3. Customer care 500 WORDS MAX FOR SECTION A3 Please describe your customer care procedures and how you would enhance the customer experience. Please answer in terms of working with London Warm Zones and the end users. Saving Energy Limited is committed to service delivery that is totally customer focused. This philosophy is underpinned by our Customer Care Policy, which is shown below. Customer Care training is undertaken in-house to ensure that all levels of staff are made fully aware of their roles in Caring for the Customer. Commitment to customer care throughout Saving Energy Limited is total. At the heart of this commitment is communication: honest, open and timely. We place the highest emphasis on respect for our customers and clients. Underpinning this commitment is our culture of valuing our staff: they are the keystones of our care policies and deliverers of our promises. Communication begins well in advance of any works taking place, continues throughout the project and until well after the work is completed. Responsible, accountable people are assigned to ensure the highest standards of customer care: there is always a name and face to take responsibility. We place great importance on the valuable feedback we receive via our Customer Satisfaction Surveys which every client is invited to complete at the end of each install. Our Customer Care is our culture: an attitude and action philosophy. Customer Care Policy - Saving Energy Limited aim to provide a professional service to satisfy our customer’s quality, delivery and price expectations. To achieve this, our objectives are to: • • • • • •

Establish customer needs and perception of products and services. Provide customers with effective and innovative solutions to their problems. Facilitate a teamwork approach with all involved parties to ensure client expectations are realised. Provide communication links and systems at all appropriate levels in order to maximise responsiveness and co-operation. Seek to minimise disruption to customers and third parties in the performance of our contract works. Facilitate project reviews to improve quality and delivery of service with the aim of developing continuous improvement to all added value aspects.

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A4. Health, Safety and Environmental 500 WORDS MAX FOR SECTION A4 Describe how you implement adequate Health, Safety and Environmental procedures for this contract to ensure that LWZ’s target of zero health and safety incidents is achieved. Provide examples detailing your procedures and initiatives for maintaining Health and Safety and the management of waste. To ensure we achieve our business commitment towards continuous improvement of health and safety management standards across all Saving Energy Ltd operations, health and safety audits are carried out in order to measure health and safety performance. Audits enable management to focus effort where required and to develop site specific health and safety plans to secure continuous improvement. The Legal Requirements of The Management of Health and Safety at Work Regulations 1999 requires employers to make suitable arrangements for the management of health and safety. Part of this process is to ensure effective planning, reviewing and monitoring of health and safety. Employees have a legal responsibility to ensure they work in a safe manner at all times and in accordance with health and safety information, instruction and training as provided by Saving Energy Ltd, to this end Saving Energy Ltd will audit the workforce at regular intervals. Health and Safety Manager will be responsible for maintaining the corporate health and safety management systems in line with legislative requirements, providing guidance to management on the implementation of health and safety. He will assist in the management in developing health and safety plans to achieve the corporate objectives. Following up audit reports ensuring the continual development of the health and safety audit in line with the requirements of the business and the safety management system. All audit reports are discussed with management and the Health and Safety Committee with remedial action being discussed and implemented and all documentation kept at head office. Wherever practicable and consistent with client’s instructions, we use materials and products from sustainable sources. We make every effort to conserve materials, energy and natural resources, we collect waste materials for re-cycling and we re-use and recycle wherever possible. Throughout the course of our work we try to educate clients and suppliers and encourage implementation of our systems wherever possible. A5. Method Statement 1000 WORDS MAX FOR SECTION A5 A method statement is to be provided to demonstrate your approach to HIS. • Installation of Cavity wall & Loft insulation, hot water jackets, draught proofing • Self generation services • Surveying/data capture • Booking appointments/real time appointments • Loft clearance • Reporting • Invoicing • Complaint handling

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• Criminal record bureau (CRB) checks for all staff involved with HIS • Data protection • Timelines for the The face of the building will be accessed via Mewp, scaffolding, tower scaffold, ladders will be the last option of access. If using ladders, the tetra working at height system must be used. If mewps are to be used, all operatives will be PASMA or RTITB certified and therefore deemed competent to operate. Installers will have read, understood and signed Risk Assessments/Method Statements. All personnel will wear all PPE (Hard Hat, Ear Protection, Glasses/Goggles, Dust Mask, Gloves, and Safety Boots). All barriers and signage will be in place prior to commencement of work. The Health and Safety Manager, Depot Manager, Depot Supervisor and Technical Monitoring Officer will all make regular visits to site. All installations will be carried out within our set guidelines and procedures ensuring that safe working practices are maintained at all times. All work will be carried out in accordance with all relevant statutory Methods of installation carried out by our fitting teams are controlled by and carried out in accordance with: -Cavity Wall “Operations Installation Manuals” which are supplied by the material manufacturers. The work area will be clearly defined and relevant warning notices displayed and barriers erected. Advice will be sought regarding the location of internal ducting and flues etc. Holes to be drilled through the external wall surface at high and low level at 1m - 1.5m centres in pre determined drilling pattern as specified. Insulating material will be blown in the cavity via the hose and nozzle from Blowing Machines mounted on the rear of the vehicle. On completion of blowing operation the wall will be reinstated using suitable mortar. Installers will ensure the safe use of any materials hazardous to health during and on completion of the work and remove any waste together with equipment and materials. The approach to the job will take into account the pre external and internal checks any special factors noted on the survey form. Installation will then proceed in accordance with laid down procedures. Once installation and making good has been completed a post survey is carried out to the property ensuring all work has been completed to a high standard. For Cavity Wall Insulation all flues, heating appliances, electrical circuits and combustion air supply are checked and fuel burning appliance tests are made before and after the work is completed where applicable. A check is also made to ensure no wool ingress has taken place. All waste materials will be brought back to depot and disposed of through segregated waste streams. Once site has been accessed employee is to place all appropriate dustsheets with signage and liaise with client on safety implications (trip hazards, placement of stepladders etc). Access equipment is to be checked with data written on company form. Employees are to check ceilings for cracks or holes. Once all PPE is worn employee is to safely access loft via hatch. After checking cable casing and plug, secure inspection light and check for ventilation (if no vent apply as trained). If asbestos is identified or suspected all work will cease pending further investigation. Areas of work will be clearly identified and warning notices displayed where applicable. Where applicable, barriers will be erected in order to prevent persons entering any area of operations placing them at risk from falling objects, i.e. debris, tools, materials. Check joists for accessibility and variants (height etc tanks, pipe work and electric cables). Check what insulation is already laid. Safely transfer needed mats to loft. Insulate pipe work and tanks first then lay insulating material starting at furthest point away from hatch. All excess materials and tools are to be out of loft after draught proofing loft hatch. Employees are to ensure property is left clean and tidy. Once all work and clearing up is completed employees are to complete all relevant paperwork (customer satisfaction sheet etc).

21

For self generation we will hand deliver initial letter to relevant houses in our allocated ward, 2-4 days later we will send a team of energy assessors to canvas those houses and book surveys in for within 1-5 days of door knock, an appointment letter will be left with customer. A surveyor will attend property on the booked date and carry out a free, no obligation survey and explain what measures can be carried out, the costs involved and answer any questions. From there they will call the office to book an install date for within 2 weeks of survey and complete all paperwork. All information from survey is inputted into our database and then all relevant info is entered into Warmzone spreadsheet by an admin assistant. We invoice per borough, once the invoice spreadsheet has over approx 10 properties on the spreadsheet we then invoice. The invoice is then raised for the total price of all the properties on the spreadsheet and we clearly indicate what borough the invoice is for. The invoice along with the spreadsheet and necessary paperwork is then emailed and posted to our contract co-ordinate. All complaints are handled by our customer services manager, all complaints are logged onto a spreadsheet for our records and any necessary action is taken. Any customer with a complaint receives a phone call from her within 30 mins of calling and is logged onto spreadsheet. Any measures to be taken are done within 3 working days. All Saving Energy Limited have valid CRB disclosures done at start of employment. Any offences coming back from check the person is withdrawn from all schemes and is dealt with within company procedures. We protect sensitive data by following the eight principles of data being: • • • • • • • •

Fairly and lawfully processed Processed for limited purposes Adequate, relevant and not excessive Accurate and up to date Not kept for longer than is necessary Processed in line with your rights Secure Not transferred to other countries without adequate protection

A6. Financial assessment Tenderers are required to complete the schedule of rates as set out in the CERT price matrix which request prices for cavity wall insulation, loft insulation, hot water jackets and additional items. All prices quoted must exclude VAT. LWZ will charge contractors £15 for each measure installed by HIS contractor to cover the cost of marketing materials no other fees will be used The Schedule of Rates will be subjected to review and market testing as the scheme progresses and subject to any inflationary uplift. Tenderers are required to provide: • copies of insurance policies, • references,

22

•

copies of 3 years accounts,

23

Form of Tender To:

Sam Dawson Company Secretary Warm Zones CIC Broadway Chambers 530-542 High Street North Manor Park London E12 6QN

1.

I/We having carefully examined and considered without limitation, the Specification (Section 3), the Instructions for Tendering (Section 2), pricing documents, terms and conditions and the other issued documents and in consideration of the LWZ considering this tender/s, we offer to provide all of the services required to meet the Specification of Requirements and other issued documents including the terms and conditions for the price specified in the attached Pricing Document.

2.

I/We further confirm that I/We are able to provide the services as required by the Specification.

3.

I/We agree that this Tender shall constitute an irrevocable, unconditional offer which may not be withdrawn for a period of four (4) months from the date of this Tender. 5. I/We confirm that the responses made by us in response to the ITT remain correct. [6(a)

I/We agree until a formal contract agreement is executed and mutually delivered between the WZ CIC and ourselves, this Tender, together with the WZ CIC’s written acceptance of it, shall constitute a binding and enforceable contract between me/us.

I/We will enter into the contract:•

by affixing of the Company seal

o

•

underhand as a Deed by two Directors

o

•

underhand as a Deed by one Director and the Company Secretary

• 6(b)

as an unincorporated body

o o

I/We agree that the Letter of Acceptance and my/our acknowledgement shall constitute a binding contract between me/us and WZ CIC. I/We further acknowledge the WZ CIC may require me/us to enter into an agreement in a form prepared by WZ CIC.

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7.

I/We understand that the WZ CIC is not bound to accept any Tender that it receives.

Dated

2009.

Signed for and on behalf of the Tenderer: Name: TITLE: Company: Address:

25

Non-collusive - Tendering Certificate Tenderers are required to certify their tender in the following terms (the certificate should be signed by the same individual(s) who signed the Form of Tender): Warm Zone CIC, Broadway Chambers 530-542 High Street North Manor Park London E12 6QN I/We certify that this is a bona fide tender, intended to be competitive and that I/We have not (either personally or by anyone acting on my/our behalf): Fixed the amount of the Tender (or the rate or prices quoted) by agreement with any other person, company or organisation. Communicated to anyone, other than WZ CIC the amount or approximate amount or terms of my/our tender (other than in confidence in order to obtain quotations, professional advice or insurance necessary for the preparation of the Tender). Entered into any agreement or arrangement with any other person, company or organisation that they shall refrain from tendering or as to the amount of or terms of any tender to be submitted by them. Canvassed or solicited any member, officer, employee or agent of WZ CIC in connection with the award of this or any other contract. Offered, given or agreed to give any inducement or reward in respect of this or any other contract. Signed for the Tenderer: Name: TITLE: Company: DATE:

26

Form of Confidentiality Undertaking THIS AGREEMENT dated the

day of

20[ ]

BETWEEN: (1)

[………………………………………………………………………] of […………………………………………………………………………………………… ………………………………………… ……] (the "Counterparty"); and

(2)

WZ CIC who’s registered office is at 9 Portland Terrace, Jesmond, Newcastle Upon Tyne, NE2 1QQ

(3)

[ ] registered in England with company number [

] whose registered office is at

[ ] (the “Provider“).each a “Party” and together the “Parties”. WHEREAS WZ CIC has contracted with the Contractor to purchase CERT Benefits in accordance with the British Governments Carbon Emissions Reductions Targets programme pursuant to an agreement dated [……………………………………….] 20...… (the “CERT Agreement”). WZ CIC now wishes to engage the services of the Counterparty in respect of the performance of certain activities which the Contractor is obliged to perform pursuant to the CERT Agreement (the “Services”). In consideration of the payment of £1 by each Party to each other Party, adequacy and receipt of which is hereby acknowledged and agreed, the Parties agree: 1

For the purposes of this Agreement the term “Services” shall be as defined in the Recital above and the term "Confidential Information" shall mean all information, data, records and reports disclosed to the Counterparty by WZ CIC and/or the Contractor (which shall include all such items furnished or made available to the Counterparty and all such items with which the Counterparty may come into contact by virtue of the relationship with WZ CIC and/or the Contractor) in either written or oral form in the course of or as result of performing the Services and/or to the business, commercial, technical or financial affairs of WZ CIC and/or the Contractor or any of the WZ CIC’s and/or the Provider’s affiliated or associated companies or service providers.

2

In consideration of the Confidential Information being disclosed by WZ CIC and/or the Contractor the Counterparty agrees: (a) that the Confidential Information is of a proprietary and confidential nature and that damage could result to WZ CIC and/or the Contractor if any portion of the Confidential Information is used by the Counterparty for any purpose other than for performing the Services; (b) to receive and maintain the Confidential Information in strictest confidence

27

and not to use the Confidential Information for any purpose other than for performing the Services; (c) not to disclose and to use reasonable endeavours to prevent the disclosure of the Confidential Information to any person without the prior consent of WZ CIC; (d) upon the request of WZ CIC made at any time, to deliver to WZ CIC or destroy all documents and other material and copies thereof in the Counterparty's possession, custody or control that bear or incorporate any part of the Confidential Information; (e) to take all necessary steps to avoid knowingly gaining access to Confidential Information which is not essential for the purposes of performing the Services; and (f) not to publish, copy, reproduce or reduce to writing or permit the same of any part of the Confidential Information except as may be reasonably necessary for the purposes of performing the Services and that any copies, reproductions or reductions to writing so made shall be the property of WZ CIC, and the Counterparty hereby undertakes to indemnify WZ CIC and the Contractor from and against any and all liabilities, claims, demands, judgments, awards, remedies, damages, losses, actions and proceedings whatsoever arising under any statute or at common law of whatever kind and nature (and all costs and expenses whatsoever in connection therewith) arising out of or in connection with any breach of any breach of this Agreement by the Counterparty. 3 The obligations contained in this Agreement shall not extend to Confidential Information which: (a)

at the time of receipt by the Counterparty: (i)

is in the public domain or subsequently becomes part of the public domain other than by any breach of the obligations hereunder; or

(ii)

is already lawfully in the possession of the Counterparty without disclosure or subsequently becomes free of limitation on disclosure;

(b)

is required to be disclosed by applicable law, regulation, court order or by any competent judicial, governmental or other authority PROVIDED THAT the Counterparty shall, as soon as possible after becoming aware of such required disclosure, notify WZ CIC thereof. The Counterparty shall be entitled only to furnish that portion of the Confidential Information which is necessary to comply with the relevant order or requirement;

(c)

was lawfully already in the possession of and at the free disposal of the Counterparty before the date of this Agreement; or

(d)

was lawfully acquired from a third party who was not contractually prevented from disclosing the same.

28

4

The obligations of confidentiality set forth in this Agreement shall terminate on the date which is five (5) years after the date of completion or earlier cessation of the provision of the Services.

5

All intellectual property rights generated from or arising as a result of performing the Services (the “Developed IPR”) shall (to the extent that they are not already in the public domain or vested in the Counterparty prior to date of this Agreement) vest in and be the absolute property of WZ CIC and the Counterparty shall, at the Contractor's sole expense, execute or procure the execution of all assignments, deeds, documents and acts as may be reasonably required to vest such rights in WZ CIC. The Counterparty shall relinquish all rights in the Developed IPR and shall irrevocably and unconditionally waive all moral rights in respect of the Developed IPR and such rights to which he may now or at any time in the future be entitled under the Copyrights, Designs and Patents Act 1988 and under similar laws in force from time to time. 6

This Agreement supersedes all prior agreements and understandings whether oral or written between the parties in relation to the Services. This Agreement shall be governed by and construed in accordance with the laws of England and the parties hereby submit to the exclusive jurisdiction of the English Courts.

IN WITNESS WHEREOF the parties hereto have executed this Agreement as of the day and year first before written. SIGNED BY For and on behalf of [ ] SIGNED BY For and on behalf of WZ CIC Customers plc SIGNED BY For and on behalf of [ ] Limited/plc

……………………………………………….

………………………………………………..

……………………………………………….

29

PRICING SCHEDULE Cavity Wall Insulation

Loft Insulation Below 60mm

Flat Flat Flat Mid Terrace House Mid Terrace House End Terrace House End Terrace House Semi-Det Bungalow Semi-Det Bungalow Detached Bungalow Detached Bungalow Detached Bungalow Semi-Det House Semi-Det House Semi-Det House Detached House Detached House Detached House

1 2 3 2 3 2 3

265 298 313 302 325 423 434

2

362

3

399

2

447

3

483

4 2 3 4 2 3 4

555 423 434 483 544 570 592

Flat Flat Flat Mid Terrace House Mid Terrace House End Terrace House End Terrace House Semi-Det Bungalow Semi-Det Bungalow Detached Bungalow Detached Bungalow Detached Bungalow Semi-Det House Semi-Det House Semi-Det House Detached House Detached House Detached House

1 2 3 2 3 2 3

319 368 388 350 350 350 350

2

392

3

416

2

483

3

507

4 2 3 4 2 3 4

525 350 350 434 416 440 531

30

Cont. Loft Insulation Above 60mm

Hot Water Jackets

Flat Flat Flat Mid Terrace House Mid Terrace House End Terrace House End Terrace House Semi-Det Bungalow Semi-Det Bungalow Detached Bungalow Detached Bungalow Detached Bungalow Semi-Det House Semi-Det House Semi-Det House Detached House Detached House Detached House All properties

1 2 3 2 3 2 3

254 289 302 278 278 278 278

2

302

3

326

2

374

3

399

4 2 3 4 2 3 4

410 278 278 338 326 350 434 15

When completing the pricing schedule, please refer to the table below, for maximum meterage allowed per property type.

Property type Flat Flat Flat Mid Terrace House Mid Terrace House End Terrace House End Terrace House Semi-Det Bungalow Semi-Det Bungalow Detached Bungalow Detached

No of Beds 1 2 3 2 3 2 3

Loft insulation max area (M²) 50 70 90 40 50 40 50

Cavity Wall insulation Max area (M²) 50 55 60 55 60 85 90

2

70

60

3

80

65

2 3

75 90

100 115

31

Bungalow Detached Bungalow Semi-Det House Semi-Det House Semi-Det House Detached House Detached House Detached House

4 2 3 4 2 3 4

105 45 55 60 55 65 75

125 90 95 100 120 130 140

ITEM 1. DP

Measure Draught Proofing

VAT rate

Cost 1–5 Openings / Units 6 – 15 Openings / Units 16 – 20 Openings / Units 21 – 30 Openings / Units 31+ Openings / Units

91

5

120

5

152

5

185

5

230

5

Draught Proofing can only be completed where cavity wall and/or loft insulation have been installed & are funded by Boroughs A door counts for 2 openings

ITEM 2. Additional Items not Funded – FULL CUSTOMER / BOROUGH CONTRIBUTION ( Approval required)

32

Measure Concrete Interlocking Tile Vents Clay Tile Vent Slate Tile Vent Easy Vents Replace / repair Loft Hatch Scaffolding Tower Core vents 1) Excess meterage £/M² see tab 3 2) Access system

Walkboards

VAT rate

Cost 29 29 38 5 90 90 28

For up to 3.6Lin metre x 800mm For up to 1.2Lin metre x 600mm

28

10

1)

Additional meterage rates can be claimed from LWZ where the additional area is greater than 10m2 but less than 40m2 of those areas stated in the maximum property area. Where the additional area is less than 10m2 such additional meterage rates shall not be claimable from LWZ. Additional meterage rates for additional area in excess of 40m2 shall not be claimable from LWZ (e.g. where the additional area is 45m2, additional meterage rates shall be claimable from LWZ for the first 40 m2, but not for the remaining 5m²).

2)

Access systems (other than scaffolding) can be used instead of using scaffolding for certain types of installation Where enabling costs are sought for access towers, draught proofing, loft hatches WZ CIC require a written statement supported by photographs and the cost of insulation and who the funder is CERT provider or Borough.

3)

Schedule 1 33

Part A – Scope of Services 1.0 Background The Carbon Emissions Reduction Target 2008 - 2011 (CERT) forms part of the Government’s Climate Change Programme and Fuel Poverty Strategy. CERT requires obligated electricity and gas suppliers to achieve targets for the improvement of carbon dioxide emissions in domestic properties in Great Britain. At least 40% of the target must be achieved within the Priority Group (households receiving certain income related benefits, tax credits and those persons aged 70 or over) to ensure that this group receive a significant share of the benefits of CERT. The first phase of the Carbon Emissions Reduction Target (CERT) will run from 2008 to 2011. Ofgem administers the CERT programme on behalf of DEFRA by approving energy companies' schemes and monitoring their progress against their targets. To achieve its targets under CERT LWZ, are contracted to a CERT provider and they require that LWZ carry out, and/or procure the carrying out of, Works in private (owner occupier/privately tenanted) dwellings. These Works will include but not be limited to Cavity Wall Insulation (CWI), Loft Insulation (LI) and Hot Water Tank Jackets (HWTJ) referred to in this Schedule as (“Measures”) resulting from their own marketing campaigns and promotions. In carrying out the Works the Contractor will contribute to the LWZ overall target and must comply with the rules surrounding CERT and the specific terms of these Schedules. The Contractor shall have an adequate knowledge for practical and professional implementation of those areas covered in the Ofgem Documents applicable to the CERT programme and any subsequent revisions of these, which can be viewed at (http://www.ofgem.gov.uk/Sustainability/Environmnt /EnergyEff/CERT/Pages/CERT.aspx) and should ensure that the procedures outlined in the Ofgem Documents are complied with at all times when undertaking and/or managing the provision of Works. 2.0 Services This section outlines the end to end process for Contractors. 2.1 Marketing Stage – All Measures 2.1.1 The Contractor will promote the Measures to customer household, under the guidance of the LWZ Marketing Manager. 2.1.2 Use of name and logo The Contractor shall make no use of Warm Zones CIC company business or trading name, brands, logos or trademarks or in any other way reference LWZ in relation to any aspect of LWZ generated works unless LWZ gives prior written consent to the same and then only in accordance with the terms of such consent. 2.2 Data Transfer Stage - All Measures

34

2.2.1 The Contractor will be required to use LWZ’s Work Management Application to submit details of the completed Works. 2.3 Survey Stage Where Surveys are carried out by the Contractor it is the Surveyors responsibility to assess the suitability of the dwelling before a proposal is made to the householder to carry out any Works. At the time of survey the Contractor must ascertain whether the recipient of the Measures qualifies in the Priority Group by asking the householder to show relevant documentation such as a benefit book. In the case of householders receiving Child Tax Credit or Working Tax Credit, the Contractor should ask to be shown the latest Tax Credits Awards Notice to confirm relevant income or, where this is not possible, it should present a list of income bands and ask the recipient to state which bands they fall into. For those in the Priority Group who are aged 70 years or over, recipients should be asked to provide suitable evidence of date of birth, consisting of an official document such as a passport, driving licence or benefit documents. Proof of address must also be sought if this is not shown on the document used for proof of age. Utility bills are acceptable for this purpose. Confirmation of which is to be recorded within the Work Management Application. The Contractor should be aware that additional funding may be made available from partner boroughs to expand the eligibility criteria for vulnerable clients. The contractor is required to complete a London Warm Zone assessment form complete with income details. Cavity Wall Insulation 2.3.1 The Contractor must ensure the survey is carried out by a person trained and approved to undertake an assessment of a building for suitability for cavity wall insulation. The methods of assessment to be used are detailed in:•

BS8208 Part 1 (1985) “Inspection Prior to Insulation”

•

Cavity Insulation Guarantee Agency (CIGA) Assessor’s Guide: “Suitability of external walls for filling with cavity wall insulation. Part 1 existing buildings” Version 1.0, October 2003.

2.3.2 A thorough detailed examination of the cavity walls of the dwelling on every elevation is to be carried out using a borescope to ensure the cavities are clear and suitable for filling, and to check for any blockages and/or defects within the cavities. Any defects identified at this stage should be reported to the householder who will be responsible for any remedial action. 2.3.3 Where there is any doubt that the exposure, building or external walls fall outside normal expectations or parameters outlined in part 2.4 of the CIGA assessors guide specified in 2.3.1 above, specialist advice should be sought from the manufacturer/system designer of the proposed cavity wall insulation product before proceeding. Such instances must also be notified to LWZ. 2.3.4 The Contractor must ensure that the householder is advised of the need for, and obtain their agreement to, install any air supply vents required to ensure fuel burning

35

appliances, flues or chimneys operate safely after cavity wall insulation has been installed. 2.3.5 The Contractor must ensure that householders are advised of the nature and extent of the work to be carried out and provide them with a written copy of the survey which must include:• • • • • • • • • • •

Any issues arising from the risk assessment undertaken at the time of survey The estimated duration of the works Access requirements for installation vehicles Access requirements to walls and or loft spaces Precautions to be taken to prevent damage to property The location, size, type and colour of any additional air supply vents to be installed to ensure fuel burning appliances, flues or chimneys operate safely The method of making good the injection holes The method of making good of decorated areas Any areas that will not be insulated Any contribution payable by the householder towards the cost of the Works When the warranty might be received

2.3.6 Following the survey and before work commences on site the Contractor must ensure that:• • •

all the necessary consents and permissions needed to install cavity wall insulation in the property have been obtained in England and Wales, a Building Notice to the Building Control department of the appropriate Local Authority has been submitted at least 48 hours before the commencement of cavity wall insulation installation written consent from landlords when carrying out Works in privately rented dwellings has been obtained

Copies of the consents and Notices should be retained for LWZ to access as required. 2.3.7 In cases where the survey identifies that it is not possible to install cavity wall insulation the Contractor must maintain a record of such instances together with the reason(s) that prevent the work from proceeding. These should be notified in writing to the householder. Loft Insulation 2.3.8 The Contractor must ensure a thorough and detailed examination is carried out by a person trained to assess the suitability of loft spaces for the levels of insulation to be installed. In particular, the need for any additional ventilation to avoid condensation in the loft after the insulation is fitted must be assessed. In making this the surveyor should refer to the Building Research Establishment publication – “Thermal Insulation Avoiding Risks (2001 edition)”. 2.3.9 Loft insulation must not be undertaken in loft spaces where there is any evidence of condensation, wet or dry rot, mould growth or rainwater penetration. There should be

36

no obvious defects in the electrical wiring or water supply pipework/tanks. Any defects identified at this stage must be notified to the householder who will be responsible for any remedial action. Notification must also be presented to LWZ for their records. 2.3.10 The Contractor must ensure that householders are advised of the nature and extent of the work to be carried out and ensure they are provided with a written copy of the survey which must include:• • • • • • • • • • •

•

Any issues arising from the risk assessment undertaken at the time of survey The estimated duration of the work Access requirements for installation vehicles Access requirements to loft spaces Precautions to be taken to prevent damage to property The existing level of insulation in the loft What additional insulation is being installed Confirmation that pipes/tanks (if any) are to be insulated Confirmation that a boarded walkway (if any) is being installed Confirmation that additional air vents (if any) are being installed to avoid condensation in the loft Notification of electrical circuits/equipment (if any) that will be affected by the work and the precautions being taken to keep these clear of the insulation Any contribution payable by the householder/LWZ towards the cost of the Works

2.3.11 Where areas of the loft space are boarded or contain stored items householders must be advised that:•

The householder is responsible for removing these prior to the work commencing and replacing them afterwards. The Contractor is expected to give special consideration to the elderly and disabled who would be unable to move stored items themselves.

•

Insulation below boarding will be laid to the top of the joist level to allow the boarding to be replaced without compressing the insulation.

2.3.12 Following the survey and before any work commences on site the Contractor must ensure all the necessary consents and permissions needed to install loft insulation in the property have been obtained. This must include written consent from landlords when carrying out Works in privately rented dwellings. Copies of the consents should be retained by the Contractor and sent to Warm Zones CIC. 2.3.13 In cases where the survey identifies that it is not possible to install Loft Insulation the Contractor must maintain a record of such instances together with the reason(s) that prevent the work from proceeding. These must be notified in writing to the householder and LWZ.

37

2.4 Installation Stage Installation must be carried out in line with the specifications at Part D and Service Levels at Part B of this Schedule. Cavity Wall Insulation 2.4.1 The Contractor shall ensure that all cavity wall installation teams have at least one Approved Code of Practice (ACOP) trained member as part of the team. No installation shall be carried out unless access to the dwelling is available 2.4.2 Before commencing work the Contractor must ensure that householder is notified • •

of any issues arising from the risk assessment undertaken before work starts of the extent to which any property is likely to be affected by vibration or the spread of dust and debris from drilling so that it can be protected or removed from the area of Works.

2.4.3 The Contractor’s insulation team must have the results of the survey available to them on the site. In particular if an air supply vent(s) is required to ensure fuel burning appliances, flues or chimneys operate safely, these must be fitted before proceeding with cavity wall insulation. 2.4.4 The Contractor shall ensure that the installation of cavity wall insulation does not affect the operation of any fuel burning appliances so as to cause a hazard to the householder. The risks are described within the CIGA document “Technician’s guide to good practice - Flues, chimneys and combustion air ventilators” version 2.0 dated March 2002. It is the Contractor’s responsibility to ensure that any combustion air supply is isolated from the cavity to prevent the ingress of insulation material by installing suitable sleeves a mineral wool quilt or cavity brushes. 2.4.5 Other essential ventilation openings, i.e. under floor ventilation, airbricks, ventilating rooms and larders are to be sleeved by the Contractor to prevent blockage by the insulation. 2.4.6 The Contractor must ensure that all pre and post installation safety checks are completed in compliance with the CIGA document “Technicians Guide to Good Practice - Flues, chimneys and combustion air ventilators” version 2.0 dated March 2002. The results of these must be recorded using the form at Appendix 1 and made available to LWZ, on request. In addition, the Contractor must certify on LWZ’s Conformance Certificate (Appendix 2) that the safety checks have been completed and that all flues, chimneys and air vents are operating satisfactorily. Where LWZ has given prior consent the Contractor may submit their own Conformance Certificate as evidence that the Works have been completed. The Contractor’s Conformance Certificate must include all the information contained on LWZ’s Conformance Certificate at Appendix 2 and be signed by the technician completing the Work and the householder. A sample of the Contractor’s Conformance Certificate must be sent to LWZ’s Nominated Representative for approval before claims incorporating it are submitted.

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2.4.7 The Contractor shall ensure that all contractors have in place an arrangement by which installation teams can readily obtain, by telephone, additional technical advice on any gas, oil or solid fuel appliances without unduly delaying the Works or inconveniencing the householder. 2.4.8 In the event of post installation safety check being inconclusive, the Contractor shall make the arrangements for an appropriately qualified heating engineer to attend site to rectify the problem. For gas installations this person shall be GAS SAFE registered, where possible solid fuel and oil heating engineers should be HETAS and OFTEC registered respectively. The householder shall be warned not to use the appliance until this engineer arrives. 2.4.9 Following the installation of cavity wall insulation the Contractor must ensure all drill holes are re-filled paying particular attention to achieving high standards of making good and of colour matching of the final decoration. 2.4.10 The Contractor must ensure that all excess materials, wrappings and debris must be removed from the property and the area of Works left clean and tidy. Waste material must be disposed of in an environmentally sensitive manner. 2.4.11 A completed Conformance Certificate as at Appendix 2 must be retained by the Contractor for each cavity wall insulation measure carried out. This must be signed by both the Technician completing the work on behalf of the Contractor and the householder. Where LWZ has given prior consent the Contractor may submit their own Conformance Certificate as evidence that the Works have been completed. The Contractor’s Conformance Certificate must include all the information contained on LWZ’s Conformance Certificate at Appendix 2 and be signed by the technician completing the Work and the householder. A sample of the Contractor’s Conformance Certificate must be sent to LWZ’s Nominated Representative for approval before claims incorporating it are submitted. Loft Insulation 2.4.12 Before commencing work the Contractor must ensure that the householder is notified of any issues arising from the risk assessment undertaken before work starts of the extent to which any property is likely to be affected by the spread of dust and debris so that it can be protected or removed from the area of Works 2.4.13 The Contractor’s insulation team must have the results of the survey available to them on the site. In particular if any air vent(s) is required to prevent condensation in the loft these must be fitted before proceeding with loft insulation. 2.4.14 Clean dustsheets must be laid and used for access through the property together with appropriate protection made to furnishings and decorations to prevent damage whilst the work is undertaken. 2.4.15 Insulation must be laid neatly between and across ceiling joists with adjoining layers close butted to cover the whole of the loft, including any spaces below raised tanks. Particular care should be taken to avoid blocking any air ventilation paths that could lead to condensation in the loft, as part of the work the Contractor must ensure any existing insulation is trimmed in order to achieve this.

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2.4.16 The Contractor must ensure that all active pipe work, stopcocks and valves shall be individually insulated and not wrapped together in common insulation coverings. Joints should be close butted and secured with duct tape. Old or sub-standard insulation on pipes stopcocks and valves must be renewed. 2.4.17 A completed Conformance Certificate as at Appendix 2 must be sent to LWZ for each loft insulation measure carried out. This must be signed by both the Technician completing the work on behalf of the Contractor and the householder. Where LWZ has given prior written consent the Contractor may submit their own Conformance Certificate as evidence that the Works have been completed. The Contractor’s Conformance Certificate must include all the information contained on LWZ’s Conformance Certificate at Appendix 2 and be signed by the technician completing the Work and the householder. A sample of the Contractor’s Conformance Certificate must be sent to LWZ’s/LWZ Nominated Representative for approval before claims incorporating it are submitted. 2.5 Completion Stage 2.5.1 The Contractor must update the Work Management Application with details of the Measures installed in accordance with the Conformance Certificate and the Service Levels set out below. 2.5.2 Claims for completed Work must be produced by the Contractor using the Work Management Application as stipulated in Part F and submitted to the LWZ Nominated Representative as stated in Part G. 2.5.3 Separate claims must be submitted to LWZ for Works in Priority Group and Non Priority Group households. Part B – Service Levels 1.0 Quality Standards of the Contractor’s Works 1.1 Remedial actions resulting from Technical Monitoring inspections. a) The Contractor must complete, or procure the completion of, the remedial actions notified by the QA Agent in the prescribed time periods where the failure type is ‘safety’ as defined in Part E Table 1 in 100 per cent of instances in each calendar month b) The Contractor must complete, or procure the completion of, the remedial actions notified by the QA Agent in the prescribed time periods where the failure type is not ‘safety’ as defined in Part E Table 1 in a minimum of 80 per cent of instances in each calendar month.

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Part C – Liquidated Damages If the Contractor does not ensure that the Service Level requirements detailed in Part B 1.1 above are met then the Contractor shall pay LWZ the sum of: a) The fee charged by the QA Agent to conduct any re-inspection in instances where the QA Agent re-inspects remedial actions following a safety failure; and b) £250 for every item of Works not remedied in the prescribed time period (as specified in Part E of Schedule 2); and c) Any further costs LWZ incurs in instances where LWZ deems it necessary to instruct an alternative provider to complete the remedial actions. Payment of such sums to LWZ shall be made either directly to LWZ or by way of deductions from future invoices, as directed by LWZ at LWZ’s absolute discretion. Part D – Specification for the Works This specification is for the installation of Cavity Wall Insulation, Loft Space Insulation and Hot Water Cylinder Insulating Jackets. General Requirements When carrying out and/or procuring the Works specified the Contractor must ensure the following general requirements are achieved: • • • • •

All statutory obligations in relation to the work have been met Undertake the work in a manner without detriment or irreversible alterations to the dwelling The Measures will be effective for their working life The Measures do not compromise the safety of the household or the contents and structure of the dwelling The householder is satisfied with the work

Where references to BSI/ISO standards exist the Contractor is required to conform by these standards. In the event that any of these standards are superseded, the Contractor is expected to perform, or procure the performance of, the Works to the new standards. In the event that any of these standards are lapsed the Contractor is expected to perform, or procure the performance of, the Works to the same level as if the standard were still in existence. The Specification is divided into the following sub-sections, each giving LWZ requirements for materials to be used and standards of work. It is required that 75% is the a)minimum area of loft area to be insulated, and b) minimum area of the external walls of a building to which cavity insulation must be applied, where immovable objects prevent 100% insulation to be installed.

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1.0 Cavity Wall Insulation Specification 2.0 Loft Space Insulation Specification 3.0 Hot Water Cylinder Insulation Jackets Specification Should the ‘Ofgem Technical Specification for CERT’ change the specification of the Measures then either party must draw the changes to the others attention. 1.0 Cavity Wall Insulation Specification 1.1 Materials to be Used Suitable cavity wall insulation products include mineral wool insulation, polystyrene beads and urea-formaldehyde (UF) foam. Insulation products and their methods of installation must be certified by the British Board of Agrément (BBA) and conform to the following British Standards: 1.1.1 For mineral wool insulation, BS EN 13162: 2001 entitled “Thermal insulation products for buildings. Factory made mineral wool (MW) products. Specification.” 1.1.2 For polystyrene bead insulation, BS EN 13163: 2001 entitled “Thermal insulation products for buildings. Factory made products of expanded polystyrene. Specification.” 1.1.3 For urea-formaldehyde (“UF”) foam insulation, BS 5617:1985 “Specification for ureaformaldehyde (UF) foam systems suitable for thermal insulation of cavity walls with masonry or concrete inner and outer leaves” and BS5618:1985 “Code of practice for thermal insulation of cavity walls (with masonry or concrete inner and outer leaves) by filling with UF foam. 1.2 Standard of Work 1.2.1 The Contractor must ensure that all Contractors are British Board of Agrément (BBA) Approved Installers for the insulation product being installed. The Contractor must provide a copy of its Contractors’ BBA Approved Installer certificate(s) when requested to do so by LWZ. All work must be carried out in compliance with:• •

•

BBA Approved installer scheme for injected cavity wall insulation CIGA documents: • ‘Assessor’s guide - Suitability of external walls for filling with cavity wall insulation Part 1 existing buildings’ Version 1.0 – Issued October 2003 • ‘Technician’s guide to best practice – Installing cavity wall insulation’ Version 2.0 – Issued July 2002 • ‘Technician’s guide to best practice - Flues, chimneys and combustion air ventilators’ Version 2.0 – Issued March 2002 The Manufacturers/System Designers procedures for the insulation material being installed

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•

The requirements of the Health & Safety Executive advice note ‘HSE Advice on Potential Risks to Safety of Combustion Appliances from Installation of Cavity Wall Insulation’

The Contractor should note that CIGA are considering providing guidance and standard forms for surveys including safety and equipment assessment. LWZ requires the Contractor to adopt, or where appropriate to require its Contractors to adopt, these practices at the appropriate time. 1.2.2 Technicians employed by the Contractor and/or its Contractors must be competent persons having the ability, knowledge, experience and training to carry out the work, to such standards as are acceptable to LWZ as at the time of such work, and, where such Technicians are to undertake cavity wall insulation work, must also be registered with the British Board of Agrément, have completed an Approved Code of Practice ACoP) training course and received training on how to install each specific insulation material from its manufacturer/system designer (“Competent Persons”). 1.2.3 The Contractor must ensure a Competent Person undertakes the risk assessments and copies of all risk assessments must be made available to LWZ upon request. 1.2.4 Risk assessments relating to flues, chimneys and combustion air ventilators shall be carried out by a Competent Person of the insulation team on the day on which the insulation Works is carried out. 1.2.5 Following the installation of cavity wall insulation all aspects of the flue and air supply shall comply with the latest version of Building Regulations Approved Document J (2006 edition) and any subsequent revisions. 1.2.6 In addition to inspections by the British Board of Agrément the Contractor must carry out its own quality assurance inspections on a minimum of 20% of cavity wall insulation Measures completed on behalf of LWZ and provide the results of these upon request. 1.2.7 A Cavity Insulation Guarantee Agency (CIGA) warranty (or where previously agreed with LWZ, an alternative 25 year warranty) must be provided by the Contractor for every cavity wall insulation Measure installed on behalf of LWZ. 1.2.8 The Contractor will be liable for all remedial work to rectify any defects as a result of cavity wall insulation either at installation stage or after they have been filled with insulation. Remedial work must be completed within 14 days of notification. 2.0 Loft Space Insulation Specification 2.1 Material to be Used 2.1.1 Mineral wool insulation as defined in BS3533 (1981) “Glossary of Thermal Insulation Terms” and manufactured in accordance with BS EN 13162:2001 ‘Specification for factory-made mineral wool products’.

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2.1.2 The Contractor may propose the use of alternative loft insulation products that have been approved by the British Board of Agrément and for use in the Carbon Emission Reduction Target; however LWZ reserves the right to reject use of these . 2.2 Standard of Work 2.2.1 The Contractor must ensure the personnel involved in performing installation works are trained to install loft insulation, and have adequate experience and supervision. The work must be done in accordance with the following standards and good practice guides published by the Energy Saving Trust as part of the Housing Energy Efficiency Best Practice Programme:•

BS 5803 Part 5: 1985 “Thermal Insulation for use in pitched roof dwellings Specification for installation of man made mineral fibre and cellulose fibre insulation“.

•

Good Practice Guide 155, (January 2003) Energy efficiency refurbishment of existing housing”

•

Good Practice Guide 296, (November 2002). “Refurbishment site guidance for solid walled houses – roofs”

2.2.2 Loft insulation must be installed in pitched roofs at ceiling level up to a depth of 270mm to achieve an overall Thermal Transmittance (U) Value of 0.16 W/m2 K when using an insulation product having a Thermal Conductivity (lambda) value of 0.044 W/m K. Examples of the existing, additional and final insulation thicknesses the Provider must install are listed in Appendix 6. 2.2.3 For the avoidance of any doubt loft insulation installed and claimed by the Contractor as having an existing depth of 0mm must only be claimed as such if the loft is completely empty of any existing insulation. Partly covered loft areas or those with nominal depths of below 25mm must not be claimed as having no existing insulation. 2.2.4 No insulation material should be laid below water storage tanks located in the loft space where the underside of the storage tanks is less than 300mm above the finished level of insulation. 2.2.5 Where it is physically not possible or unsafe to install loft insulation to a depth of 270mm, the Contractor may with prior consent of LWZ, permit its Contractors to install loft insulation to a lesser depth but not less than 200mm in open areas of the loft space or not less than 100mm where insulation is installed below boarded areas of the loft space. In such confined areas the Contractor may, with prior consent of LWZ, consider the use of mineral insulation bats complying to BBA certificate 02/3950 having a (lambda) value of less than 0.044 W/m K. 2.2.6 Loft Access hatches must be insulated using 270mm thickness insulation fitted in a 1000 gauge polythene bag securely fixed to the loft hatch. Where loft access ladders are fixed to the hatch the insulation may be omitted, such instances must be declared on the Conformance Certificate.

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2.2.7 The loft hatch must be fitted with effective draft seals and secured to prevent ingress of warm air into the loft. 2.2.8 Loft insulation must not be undertaken unless there is sufficient ventilation to allow air movement both before and after the work. Loft space ventilation shall be maintained and not restricted in any way as a result of insulation material being installed. Proprietary eaves ventilators are to be used in all properties to ensure that the insulation does not prevent air circulation from the eaves and soffit area. In some cases purpose made tile vents or air bricks will be required. All such ventilators must be installed by the Contractor when carrying out Loft Insulation measures. 2.2.9 The Contractor must ensure the insulation of all tanks and active pipe work in the loft space to comply with the local water supply Bylaws and the following standards:•

BS 5422: 2001 “Method for specifying thermal insulation materials for pipes, tanks, vessels, ductwork and equipment operating within the temperature range minus 40oC to plus 700oC”.

•

BS 5970: 2001 “Code of Practice for the Thermal Insulation of Pipe work and Equipment within the temperature range minus 100oC to plus 870oC”.

2.2.10 An access walkway must be provided in loft spaces where water tanks or other fitted appliances exist to provide safe access to these from the loft hatch. The walkway must be of a permanent nature and installed as specified in 2.2.13 below. 2.2.11 Electrical circuits should not be covered within the insulation but lifted clear and laid on top of the insulation. Where this is not possible, for circuits other than lighting, the insulation must be retained at a minimum distance of 75mm from the cables. In such cases the householder must be informed and advised that the cable could be de-rated if it is not left uncovered and as a result the circuit should be checked by an approved electrical contractor. 2.2.12 Where electrical equipment is recessed into the loft space it should not be covered with insulation. A physical barrier such as ‘Astroflame-Astro LC Loft Cover’ (or similar equivalent barrier) must be installed to provide a vapour seal and prevent insulation covering any such electrical equipment. 2.2.13 In every loft space, where cold water tanks or other fitted appliances occur a permanent boarded walkway will be provided to these from the loft access hatch. The boarded walkway should be constructed of minimum dimensions of 50x50mm soft wood battens laid between ceiling joists, (notched over pipes and cable crossings where necessary) and securely screw to the ceiling joists. A 19mm thickness by 450mm wide flooring grade chipboard is to be screwed to the battens to form the walkway. The chipboard must not extend as an unsupported projection from the battens by more than 50mm in any direction. Wherever joints are required in the chipboard, additional support battens are to be fitted. The walkway must not be laid so as to compress the loft insulation laid under it. 2.2.14 A plastic encapsulated warning notice is to be pinned in the loft and adjacent to the loft hatch. It should be worded as follows:

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DANGER CEILING JOISTS MAY BE COVERED BY INSULATION MATERIAL. THE FLOOR BETWEEN THE JOISTS IS FRAGILE. IT WILL NOT CARRY YOUR WEIGHT. YOU SHOULD NOT ENTER UNLESS A CRAWL BOARD IS PLACED ACROSS THE JOISTS. 2.2.15 The Contractor must carry out its own quality assurance checks on a minimum of 20% of loft insulation Measures completed on behalf of LWZ and provide the results of these upon request. 2.2.16 The Contractor will be liable for all remedial actions to rectify any defects as a result of loft insulation either at installation stage or after completion of works. 3.0 Hot Water Cylinder Insulation Jackets Specification The Contractor is required to carry out the installation of Hot Water Cylinder Jackets either as an independent Measure or in conjunction with cavity wall or loft insulation. Materials to be used 3.1 Hot Water Cylinder Jackets tested and approved to

•

BS5615:1985 “Specification for insulating jackets for domestic hot water storage cylinders “.

Standards of Work 3.2 Notify householders beforehand to remove stored items or shelving from the airing cupboard to permit access to the hot water cylinder. 3.3 The Contractor must ensure that the installation of hot water cylinder jackets is carried out in a neat a tidy manner in accordance with the manufacturer’s recommendations and industry good practice. Insulation jackets are to be securely retained in position around the hot water cylinder using the straps provided. Immersion heaters and/or cylinder thermostats must not be covered by the insulation jacket. 3.4 Record on the Conformance Certificate (as at Appendix 2) for either cavity wall or loft insulation that a hot water cylinder jacket(s) has been installed. Part E – Monitoring of the Quality Standards of the Contractor’s Works In order to ensure that the reduction in CO2 emissions has been achieved LWZ needs to be satisfied that the Works have been performed and conform to the relevant quality standards. The following monitoring of the Contractor’s Works (which includes, without limitation, all Works procured by the Contractor and performed by its Contractor(s)) will therefore be carried out to achieve this:

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1.0 Technical Monitoring 1.1 As part of its contract with LWZ the CERT provider will appoint an independent quality assurance agent (a “QA agent”) to carry out technical monitoring inspections of a minimum sample of 10% of the households in which Works have been completed by the Contractor. This monitoring will establish whether the Works have passed the relevant compliance standards or have failed to meet these. 1.2 Technical Monitoring inspections will include but not be limited to the standard technical monitoring questions required by Ofgem. The inspection will also include additional post installation checks to ensure compliance with the specific terms of this Agreement. 1.3 The CERT provider will then notify the LWZ’s Nominated Representative who in turn will notify the Contractor each month of the results of the Technical Monitoring inspections detailing the Works inspected in the preceding month, the associated pass/fail rate and the cumulative pass/fail rate of the Provider’s Works. As a minimum the Contractor must achieve a pass rate of 85% of those Works inspected. Where Works have failed inspection LWZ Nominated Representative will provide details of these to enable the Contractor to improve the overall standard of its Works. 1.4 In the event that the Contractor is shown, following the results of Technical Monitoring inspections, to have failed to achieve a pass rate of over 85% of those Works inspected cumulatively over all months of the Term elapsed at that time, then LWZ shall be entitled to require further Technical Monitoring inspections to be performed, and all such further inspections shall be at the Contractor’s cost. 1.5 Where, following the completion of further Technical Monitoring inspections pursuant to paragraph 1.4 above, the Contractor continues to be shown to have failed to achieve a pass rate of over 85% of those Works inspected cumulatively over all months of the Term elapsed at that time then LWZ shall be entitled to suspend and/or cancel any purchase(s) of CERT Benefits relating to either: (a)

(b)

Works performed during the period during which the Contractor is shown to have failed to achieve a pass rate of over 85% of those Works inspected; and/or all Works performed.

1.6 Where Works fail any of the Technical Monitoring questions or fail to comply with the specific terms of this Agreement LWZ’s QA agent will also notify the Contractor within 5 days of the inspection using the Work management Application of the defective Work and the remedial action the Contractor must take or require its Contractor(s) to take. Should the Contractor not be able to access the Work Management Application, notification will be by email to LWZ’s Nominated Representative with an accompanying report of the defects and the remedial action required. 1.7 After being notified by LWZ’s QA agent the Contractor must ensure that the householder is contacted and all remedial action carried out within the time periods prescribed in Table 1 and update the Work Management Application to confirm the

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Works are completed. Should the Contractor not be able to access the Work Management Application, the Contractor must respond to the QA agent by email to LWZ’s Nominated Representative to confirm that the remedial action has been taken. 1.8 LWZ’s QA agent will monitor the progress of the remedial actions and in instances where the Contractor fails to ensure the completion of the remedial action within the prescribed time periods the QA agent will notify LWZ who may in certain circumstance allow a further reasonable period of time for completion of the remedial actions, at its absolute discretion. 1.9 In instances where the QA agent notifies LWZ that the Contractor consistently fails to ensure the remedial actions are carried out within the prescribed time periods LWZ may instruct an alternative provider to complete the remedial actions. LWZ will recover the costs from the Contractor whose remedial actions are being remedied as set out in schedule 1 Part B Service Levels. 1.10 Where any Works are deemed to have failed a Technical Monitoring inspection and the type of failure as defined in Table 1 is “Safety” LWZ will instruct the QA agent to carry out a further inspection to ensure the remedial action has been completed satisfactorily. The costs of such re-inspections will be borne by the Contractor as set out in Schedule 1 Part B Service Levels. 1.11 Where a Technical Monitoring inspection reveals that any work carried out by or on behalf of the Contractor could affect the safe operation of combustion appliances or electrical equipment the QA agent will notify the Contractor by telephone at the time of the inspection (and confirm this by email) of both the defect and the remedial action needed. The Contractor must ensure its staff dealing with such notifications, rectify, or procure the rectification of, the defective Works within 24 hours of being first notified. In such instances LWZ requires the Contractor to liaise closely with the QA agent at all stages of the remedial action to ensure the safety of the occupants of the household is not compromised. Immediately after completion the Contractor must update the Work Management Application and also provide the QA agent with written confirmation on the Contractor’s letter headed paper that the remedial actions have been completed. Should the Contractor not be able to access the Work Management Application, the Provider must respond to the QA agent by email to confirm that the remedial action has been taken. 1.12 In instances where the householder refuses permission to complete the remedial action that is needed to ensure the safety of the occupants of the household, its contents or structure of the dwelling the Contractor must: • •

Notify the householder in writing of such instances detailing the remedial action that is necessary Obtain a written declaration from the householder accepting their responsibility for completion of the remedial action and to ensure their combustion appliances/electrical equipment can operate safely

Copies of such letters and declarations should be sent to LWZ Nominated Representative.

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Table 1 LWZ Technical Monitoring Questions/Types/Classifications and prescribed periods for remedial work for Cavity Wall and Loft Insulation CERT 2008-2011 1.0 General Survey Company Name of Surveyor Name of Householder Address of Householder Date of Installation Date of Inspection 2.0 Compliance Control Was the energy efficiency work on a new dwelling? Dwelling Type

Number of Bedrooms Heating Fuel

Yes/No Flat Mid Terrace End Terrace Semi-detached Detached Detached Bungalow Semi Bungalow 1 / 2 / 3 / 4 / 5 / other __ Gas / Electric / Oil / LPG / Solid Fuel / Other ________________

Pre 1976 Measures installed Does the work comply with LWZ’s specification for the Measures

Yes/No CWI / LI / HWTJ / WB Yes/No

Excess Areas insulated

LI ____ m2 CWI ____ m2

Core vents installed Access systems used 3.0 Cavity Wall Insulation Type

Number _____ Yes/No

Is the work guaranteed by a CIGA warranty? If not, has another form of guarantee for 25 years been provided?

Customer sat./safety

Major

Prescribed Period for remedial work (working days) 10

Customer sat./safety

Major

10

What insulation was used

Savings/Customer sat. (damp)

Minor

-

Classification

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Is the use of this insulation material appropriate to the exposure zone of the dwelling Does the drilling pattern ensure that the insulation material is distributed evenly?

Customer sat. (damp)

Minor

-

Major

10

Are cavity brushes fitted? Have the injection holes been made good? Does the making good match the ext. decoration? Are all air vents clear of Has a smoke/spillage test been carried out?

Savings

Minor

10

Customer sat./Savings

Major

10

Customer sat./appearance

Minor

10

Safety

Major

1

Safety

Major

Savings

1 Was a core vent(s) fitted where required? 4.0 Loft Insulation

What insulation was used? Does the material comply with BS5803 Part 1 1985 Thickness of original insulation (mm) Thickness of material added (mm) Total thickness of material (mm) Has insulation been applied to all appropriate areas including beneath boarded areas? Has insulation been applied below water storage tanks where appropriate?

Safety

Major

1

Type

Classification

Information

Minor

Prescribed Period for remedial work (working days) -

Savings

Major

-

Information

Major

-

Information

Major

10

Information

Major

10

Savings

Major

10

Savings

Major

10

50

Has the loft hatch been draft proofed Has the loft hatch been insulated? Is the loft space adequately ventilated? Have additional vents been fitted? Have cold water tanks been insulated satisfactorily? Has the pipe work been insulated satisfactorily? Has a walk board been insulated to specification? Have warning notices been fitted? Are electrical circuits (6amps rating) clear/protected from the insulation? Is electrical equipment clear/protected from the insulation? 5.0 Hot water tank jackets Is the HWTJ to specification BS5615: 1985 Has the HWTJ been fitted securely? Is the immersion heater or tank thermostat clear/protected from insulation?

Savings

Major

10

Savings

Major

10

Savings

Major

10

Savings

Major

10

Savings

Major

10

Savings

Major

10

Safety

Major

10

Safety

Major

10

Safety

Major

1

Safety

Major

1

Savings

Major

10

Savings

Major

10

Safety

Major

10

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2.0 Customer Satisfaction Monitoring 2.1

The Contractor will undertake monitoring to ascertain the householder’s satisfaction with the works. Customer Satisfaction Monitoring will be carried out on a minimum sample of 1% of households in which Works have been completed by or on behalf of the Contractor using the questionnaire in Table 2 below.

2.2

Each month LWZ Nominated Representative will notify the Contractor of the preceding monthly results and cumulative results of the Customer Satisfaction Monitoring.

2.3

The Contractor must achieve consistent results from the Customer Satisfaction Monitoring and must meet the targets indicated in Table 2 for Questions 1 - 7.

2.4

The Contractor’s performance will also be judged against its performance against the targets indicated in Table 2 and the number of complaints received by LWZ.

Table 2 Question 1. Were you satisfied with the way in which your initial survey was carried out?

2. Were you satisfied with the information provided?

3. Are you happy with the arrangements made to book a time to undertake your installation?

Response Very satisfied Quite satisfied Neither satisfied nor dissatisfied Not very satisfied Not at all satisfied Very satisfied Quite satisfied Neither satisfied nor dissatisfied Not very satisfied Not at all satisfied Yes

Target 75% 20% 2% 2% 1% 75% 20% 2% 2% 1% 95%

No

5%

4. Did the installation team arrive at the agreed time?

Yes

95%

No

5%

5. How satisfied are you with the quality of the work undertaken by the installers?

Very satisfied Quite satisfied Neither satisfied nor dissatisfied Not very satisfied Not at all satisfied Yes

75% 20% 2%

6. Was the work carried

2% 1% 95%

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out efficiently, in your opinion, i.e. were the operatives polite, well presented and helpful? 7. Did the installation team clear up after completion?

No

5%

Don’t know

n/a

Yes

95%

No

5%

8. Is your home warmer than before the measure(s) were installed?

Yes

9. Are your fuel bills lower since the energy saving measure(s) were installed?

Yes

10. Were you given any energy saving advice (benefits of insulation etc) at the same time as the survey was carried out?

Yes

11. How would you rate this advice?

Excellent Good Satisfactory Poor Very Poor Excellent Good Satisfactory Poor Very Poor

12. Overall, how would you rate this energy saving scheme?

No Don’t know No Don’t know

No Don’t know

Part F – Reporting Requirements & Reviews 1.0 Claims The Contractor must send to LWZ Nominated Representative their claims for completed Works consisting of : a) provide a schedule summarising all the Works in respect of which payments are claimed b)

a copy of the Contractor’s survey form relating to each of the Works on the schedule

c)

an LWZ Conformance Certificate for each of the Works on the schedule. Where LWZ has given prior written consent the Contractor may submit their own Conformance Certificate as evidence that the Works have been completed. The Contractor’s Conformance Certificate must include all the

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information contained on LWZ’s Conformance Certificate at Appendix 2 and be signed by the technician completing the Work and the householder. A sample of the Contractor’s Conformance Certificate must be sent to LWZ’s Nominated Representative for approval before claims incorporating it are submitted. LWZ will require that the submission of items b) and c) are collated by individual Work to match the order it is listed on a). 2.0 Audit The Contractor must make available for auditing by LWZ the following: a) b) c) d) e) f) g) h) i) j)

Building Control Notices for cavity wall insulation measures installed Landlord’s consents for Measures installed in privately rented dwellings risk assessments undertaken at survey and installation stage evidence of their procedures for checking flues, chimneys and combustion air ventilators including smoke and spillage testing Technician’s safety check sheet – Flues, chimneys and combustion air ventilators British Board of Agrément Approved Installer certificates for the insulation products being installed ACoP Training certification for all its installation team members results of the Contractor’s own quality assurance inspections any correspondence with householders where it has not been possible to install cavity wall insulation or loft insulation any correspondence with householders justifying instances where it has not been possible to carry out Works due to restrictions placed upon the Contractor by the householder

LWZ Nominated Representative will undertake an audit of a sample of these documents at six monthly intervals at the Contractor’s premises. The audit will also include a review of Health and Safety policies, processes and reporting stipulated at Appendix 7. 4.0 The Contractor must notify LWZ: a) b) c)

where an alternative 25 year warranty for cavity wall insulation is proposed of manufacturer’s cavity wall insulation and loft insulation material price changes of instances where a householder has declared acceptance of their responsibility for completion of the remedial work necessary to ensure their combustion appliances/electrical equipment can operate safely. Copies of related correspondence should be provided to LWZ.

3.0 Review Meetings

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Review Process LWZ’s Nominated Representatives and the Contractor’s Nominated Representative (as identified in Part I) will meet at regular monthly intervals to hold a review meeting to discuss the contractual performance of the Contractor. The Review Meeting will aim to ensure that the Parties are constantly striving to achieve the Service Levels and resolving any ongoing issues. If any additional representative other than those stated above wish to attend a Review Meeting the Party should be advised 24 hours in advance of the Review Meeting taking place. The venue for the Review Meeting will be agreed by both parties in advance. The Representatives may agree to undertake the meeting via teleconference. Any changes to the frequency of the review meetings must be agreed by both Parties. In order to discuss the Contractor’s performance the following items will form the basis of the agenda for the meeting:

• • • • • • • •

Financial performance against budget Cost effectiveness of Works Health & Safety Management Systems Service Levels Marketing and scheme promotion Additional Items Monitoring AOB

Part G – Representatives Jim O’Sullivan Director WZ CIC Broadway Chambers 530-542 High Street North Manor Park London E12 6QN Tel: 020 8430 6406 E-mail: jim.o’[email protected]

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: Appendix 1 – Technician’s Safety Check Sheet *The Contractor’s name, address and contact details (or letterhead) can be inserted above

this

sheet

Technician’s safety check sheet – Flues, chimneys and combustion air ventilators This check sheet specifies the minimum checks, and actions that must be carried out during the installation of CWI to buildings containing fuel-burning appliances. It must be read in association with “Technicians guide to best practice- Flues, chimneys and combustion air ventilators”. Survey, identify and record

• • • •

Fuel type(s)

Gas-Oil-Coal-Wood

Appliance type(s)

Boiler- Gas Fire-Open Fire-Balance Flue

Flue/chimney location(s)

Internal wall-External wall, front, side, rear

Location of combustion air ventilator(s)

Front elevation-Side elevation-Rear elevation

Pre-Installation

Comments

•

Appliance identified, flue/chimney routes, internal & external

Yes/No

• • • • •

*Appliance run

Yes/No

*View and note flame colour

Yes/No

*Combustion gases checked externally

Yes/No

*Appliance checked (smoke test/spillage test)

Yes/No

*Smoke/spillage test satisfactory

Yes/No

•

Combustion air supply adequate

Yes/No

Installation – Visually check

•

Flue/chimney routes to avoid drilling into them

Yes/No

•

Flue/chimney routes to avoid ingress of material

Yes/No

•

Combustion air ventilator(s) unobstructed

Yes/No

Post Installation •

*Appliance run at maximum for a minimum of five minutes

Yes/No

•

*Visual check that flame compares with pre-installation

Yes/No

•

*Smoke test/spillage test satisfactory

Yes/No

•

*If results were unclear, re-test after a further ten minutes

Yes/No

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•

*Red-test satisfactory

Yes/No

* Only on appliances fitted to flues & chimneys on external walls

If there is any doubt or any question answered ‘No’ then:1.

Switch OFF appliance and

2.

Issue WARNING NOTICE and

3.

ADVISE occupants and owner, and

4.

CALL OUT a competent body or person as fuel supplier or maintenance contractor (e.g. CORGI for gas)

Installation address……………………………

Name of Technician………………………………………..

………………………………………………….

Signature……………………………………………………

………………………………………………….

Date…………./…………………../200……………………

Important • •

It is the installing firm’s responsibility to ensure that the Technician is trained to be able to discharge these responsibilities Failure to carry out these safety checks could lead to the death of an occupant and prosecution of the Technician

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Appendix 2 – Conformance Certificate LWZ Private Homes Insulation Scheme Conformance Certificate

CERT 2008 - 2011

This form must be completed and signed by the installer and householder at the time the work is completed Customer Name Property Address

Post Code Tel No

1.

<<Title>><><<Surname>> <

> <

> <

> <> <> <>

Loft Insulation installed

Yes/No

Job Reference << job number>>

Indicate level of loft insulation installed Existing depth up to 60mm - Existing depth over 60mm 0mm to 270mm 75mm to 270mm 25mm to 270mm 100mm to 270mm 50mm to 250mm Final depth is the minimum to be achieved

Loft Access Hatch insulated

Yes/No

Loft Access Hatch draught proofed

Yes/No

Cold Water Cistern Jacket(s) fitted

Yes/No

2.

Active Pipe work in loft lagged

Yes/No

Boarded Walkways fitted

Yes/No

Cavity Wall Insulation installed

Yes/No

Flue/chimney/air vents safety test carried out without a problem

Yes/No

Reason why Safety Test not required_________________________________________________ ______________________________________________________________________________ CIGA Warranty to be arranged for customer Yes/No 3.

Hot Water Cylinder Jacket Installed

Yes/No

Number fitted

Installer: I confirm the above work has been carried out in accordance with our contract with LWZ Signed: Print Name:

Householder: I confirm the above work has been carried out as detailed above has been completed to my satisfaction Signed: Print Name

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For: Date:

Date

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Appendix 3 – Code of Conduct The Contractor should follow the guidelines set out below for any activity that the Contractor (including its employees, agents and contractors) undertakes in conjunction with the Works. It is expected that the Contractor will follow the appropriate guidelines which will enable best practice to be promoted in activity within the energy efficiency market. Contact with householders Agents of the Contractor will, as soon as possible on making contact, identify themselves, who they represent and their purpose. The Agent will produce an identity card, without prompting, which clearly displays the Agent’s name and photograph, and an expiry date for validity of the card. Agents will take account of the consumer's personal circumstances and, as a minimum, comply with diversity obligations. A contact number must be left with any consumer, on request. Agents must at all times: •

be courteous and professional.

•

seek to avoid the consumer misunderstanding any information given or making false assumptions.

Householder protection and other legal requirements Agents will maintain records, including the date and the approximate time of contact with the consumer to allow the subsequent identification of the Agent involved. This will assist in dealing with any complaint or query. Householder agreements Agents must explain the nature and all the essential provisions of the service so as to ensure as far as possible that the consumer understands what they are committing themselves to. Agents must take all reasonable steps to ensure that the consumer has understood: • • •

that they have signed a agreement for the installation of energy saving measures any terms relating the householder’s financial contribution, relevant to their situation the existence of a right of cancellation and the actions necessary to cancel or terminate the agreement

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Appendix 4 – Alcohol & Drugs LWZ wants to be a safe and responsible company regarding its people, the environment and the communities it serves. LWZ has instituted an Alcohol & Drugs Policy (the “Policy”), the requirements of which will apply to contractors and agency workers as well as to LWZ employees. Where LWZ wishes to contract with a third party to undertake services and it believes that the policy may be appropriate, it will provide a full copy of the Policy. The purpose of the Policy is to: • create an organisational culture where the effects of the use of alcohol and drugs on safety, householder service and efficiency at work are recognised; • create a working environment where the safety of employees, agency workers, contractors, and others who may be affected by their actions, such as householders or members of the public, are protected from the risks arising from the use of alcohol or drugs; • detail the rules that apply in relation to alcohol and drugs and LWZ response to breaches of the policy; • encourage those who have a problem to seek help and advise them of the support available. The Alcohol & Drugs Policy has been subject to detailed consultation with the recognised trade unions, who consider that through employees complying with the Policy this will contribute to a safer working environment. The Policy represents LWZ minimum standard. Any, more stringent, variation required by a contractor or agency, to meet particular health, safety, legislative or business needs, will be determined and implemented locally, subject to conforming with the ‘Responsibilities’ contained in the Policy. Contractors and agencies are responsible for ensuring that their own employees, any agency workers and sub-contractors are aware of, and abide by, the requirements that apply within the Policy. Key policy rules •

Employees must ensure that they are not intoxicated by alcohol (as defined by the Policy) and are free of any illegal drugs when they report for work, or when called out during a period of standby, and that they remain so whenever they are at work or when driving Company vehicles;

•

Employees must not drink alcohol during working time;

•

The use, possession, storage, transportation, promotion and/or sale of illegal drugs or drug equipment is forbidden during working time, in the workplace or at the worksite;

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•

Where employees are prescribed medication or are taking over-the-counter medicines or herbal remedies that may affect their work performance or the safety of themselves or others they must advise the Company either through their manager or through Occupational Health.

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Appendix 5 – Loft Insulation Specification for CERT – Fill Depths Loft Insulation Thickness Specification Existing Thickness

Nominal Existing Thickness

EEC 2 Claim*

CERT Claim^

0mm

Additional Thickness to be installed ^ 270mm

0mm 16-40mm

Virgin loft -270mm

Up to 60mm

25mm

250mm

25mm-270mm top up

Up to 60mm

41-60mm

50mm

200mm

50mm-250mm top up

Up to 60MM

61-90mm

75mm

200mm

75mm-270mm top up

Over 60mm

91-130mm

100mm

170mm

100mm-270mm top up

Over 60mm

131-150mm

150mm

100mm

150mm-250mm

Over 60mm

Rationale for the thresholds: 0 mm – No pre-existing insulation material. This is to ensure Ofgem’s definition ‘A virgin loft is a loft with no Insulation in it at all, completely empty’ is understood and adhered to by all suppliers. 16 mm – 40 mm Original insulation level has settled over time - Treat as existing 25 mm. 41 mm – 60 mm Similar to above treat as existing 50mm. 61 mm – 90 mm Similar to above treat as existing 75mm. 91 mm – 130 mm Similar to above treat as existing 100mm. 131 mm – 150 mm Similar to above treat as existing 150mm. (^ These specifications are LWZ’s minimum requirements for loft insulation measures installed under CERT and the category that Providers must use for the associated CERT claim. (* For information these definitions were agreed by the CERT Managers of the Energy Suppliers for measures delivered under their CERT programmes and to be used by all Providers/Installers/Managing Agents/Contractors working for them).

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Appendix 6 – Health & Safety 1.0 Introduction 1.1

The purpose of this Appendix is to set out the standards of health and safety required by LWZ of Providers for all work under this Agreement.

1.2

It is the intention of LWZ to allocate work under this Agreement only where the Provider is able to meet LWZ’s requirements for the proper management of health and safety. LWZ will notify the Contractor in writing that they have met the requirements.

1.3

LWZ reserves absolute discretion in determining whether the Contractor has complied with the required health and safety standards. LWZ also reserves the right to change the health and safety compliance status from the Contractor in the event of any failings in performance by the Contractor of its obligations under this Appendix.

2.0 Legal Compliance 2.1

The Contractor shall ensure that all work carried out under this Agreement shall comply with all statutory requirements for health and safety, and that all requirements under the relevant statutes or statutory instruments (including, without limitation, any Treaties, Regulations or Directives of the European Community) relating in any way to health and safety (“Law”) shall be met.

2.2

In the event of any new and/or revised Health and Safety Law coming into force, the Contractor shall ensure that the (including its Contractors’) works shall comply with the new Law by the date on which the same comes into force or on which compliance with the same is required by such Law, whichever is the later.

2.3

Nothing in this Appendix shall be taken as replacing or overriding the Contractor’s legal responsibilities under health and safety legislation.

3.0 Provision of Information 3.1

To enable LWZ to assess the Contractor’s management and performance in respect, of health and safety, the Contractor shall supply the following documentation and information to LWZ:

•

A health and safety policy statement, signed by a director of the Contractor, which statement shall have been signed and dated within the previous 12 months of the date of supply of the same to LWZ.

•

Details of the Contractor’s organisation for health and safety, including the identification of senior managers who are responsible for health and safety management.

•

A statement of the health and safety duties and responsibilities for all levels of management and employees.

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•

The arrangements for compliance with all Laws, and how these are to be implemented. •

The arrangements for identifying hazards, assessing risks and controlling them, and copies of generic risk assessments for the same.

•

The arrangements for the reporting and recording of accidents, incidents and cases of work-related ill-health.

•

Details of the health and safety training of the Contractor’s officers and employees, and, where agents and/or subcontractors are utilised by the Contractor in performing any activities relating in any way to the Works, the Contractor’s agents and subcontractors.

•

Details of specific training required for carrying out work under this Agreement, namely cavity wall insulation and loft insulation.

•

Details of the availability of competent health and safety advice and assistance, and whether this is provided internally within the Contractor’s organisation or externally through a competent adviser.

•

Name(s) and qualifications of the competent adviser (internal or external).

•

Details of the arrangements for supervision of site works and communication to/from employees on matters of health and safety.

•

Copies of specific risk assessments and method statements for the installation of cavity wall insulation and loft insulation.

•

Evidence of a work inspection system.

3.2 The Contractor shall also supply:

• • • • 3.3

Details of any claims for injury or ill-health against the Contractor within the last 3 years. Details of any enforcement action against the Contractor including warning letters, Improvement Notices, Prohibition Notices and prosecutions), again within the last 3 years. Details of all lost-time accidents, incidents and cases of ill-health reportable under the Reporting of Injuries, Diseases and Dangerous Occurrences Regulations (RIDDOR) 1995, within the last 3 years. Evidence of satisfactory Public Liability and Employers Liability Insurance.

LWZ will assess the Contractor’s existing information and advise of any additional information required to enable the Contractor to meet the required standards within this Appendix. LWZ may request the Contractor to amend their Health and Safety documentation and the Contractor shall make such amendments as soon as reasonably practicable and in any event prior to undertaking any Work to which such documentation applies or may in any way be relevant.

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4.0 Liaison Arrangements 4.1

The Contractor shall supply the name and contact details of their Nominated Health & Safety Person for the works.

4.2

Any changes to the Nominated Health & Safety Person shall be notified to the other party within 7 days.

5.0 Recording and Reporting of Accidents 5.1

In the event of any accident, dangerous occurrence or case of work related illhealth during work under this Agreement, that is reportable under the RIDDOR Regulations, the Contractor’s Nominated Health & Safety Person shall, at the first reasonable opportunity, notify the LWZ Nominated Health & Safety Person by the quickest practicable means.

5.2

The Contractor shall investigate all accidents and incidents falling into the above categories, and shall report the findings to the LWZ Nominated Health & Safety Person. LWZ reserves the right to request the Contractor to carry out a joint investigation with a competent person appointed by LWZ. This competent person shall be given full access to the Contractor’s records and personnel.

5.3

Notwithstanding the above, the Contractor shall notify the LWZ Nominated Health & Safety Person in the event of any injury or case of ill-health to any member of the general public or occupiers of the property being worked on. This notification shall be made even if the injury is minor and not reportable under the RIDDOR Regulations.

6.0 Inspection of the Works 6.1

The Contractor shall demonstrate to the satisfaction of LWZ that it has arrangements in place for health and safety inspections of the Works by a suitably qualified or experienced person. These inspections shall be carried out at sufficient intervals to ensure that the work of all the installation teams is adequately covered. The inspections shall be recorded and copies made available to LWZ on request.

6.2

The Contractor agrees that independent checks of the health and safety of Works may be carried out by LWZ, or by an organisation appointed by LWZ for that purpose (see Audit (paragraph 7 below)).

7.0 Audit of the Contractor’s Health and Safety System 7.1 The Contractor agrees that LWZ, or an organisation appointed by LWZ for the purpose, may carry out an audit of the Contractor’s Health and Safety Management System (HSMS) within the first six months of this Agreement. This audit will include, but will not be limited to: • An examination of the Contractor’s documentation forming the Health and

66

Safety Management System (HSMS). •

A review of arrangements for updating and controlling the documentation forming the HSMS.

•

An examination of records retained by the Contractor for the purposes of monitoring health and safety, including: o Training records o Certification of Operatives o Health and Safety inspections o Maintenance records for plant and equipment o Issue of Personal Protective Equipment o Accident and Incident records o Accident and Incident investigations o Minutes of Health and Safety meetings and staff briefings and any other related documents.

•

Interviews with Managers, Supervisors and Operatives to check knowledge and understanding of the HSMS.

•

Inspections of the Contractor’s vehicles, tools, plant and equipment. Observation of a selection of site works to ensure good health and safety practice.

• 7.2

The Contractor agrees that LWZ, or its appointed organisation, shall be given all access to the Contractor’s premises, personnel, documentation, records and sites for the purposes of audit as required by LWZ.

7.3

The Contractor agrees that the audit may be repeated at intervals as determined by LWZ.

8.0 Shortcomings in Health and Safety Management 8.1

Any shortcomings in the Contractor’s management of health and safety may be revealed by audit or site inspection, as a result of an incident, or following a complaint from a householder/member of the public. In the event of any shortcomings being identified, LWZ will contact the Contractor and request action be taken to address the shortcomings within 14 days. This period will only be extended at the discretion of LWZ.

8.2

The Contractor shall notify LWZ of any communication received from the Health and Safety Executive, relevant to the Contractor’s works. This shall include any written or verbal advice, formal letter, Improvement Notice or Prohibition Notice.

8.3

The Contractor shall further notify LWZ of any notice of intended prosecution as a result of breaches of health and safety.

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9.0 Termination of the Agreement Any a failure to comply with the requirements of this Appendix 6, or to address any shortcomings in health and safety immediately following the Contractor becoming aware of the same (or within such time as permitted by LWZ) shall be a material breach of this Agreement by the Contractor, and accordingly LWZ shall be entitled to terminate the Agreement.. In the event of a serious incident where there appears to be significant failures in the Provider’s management of health and safety, LWZ reserves the right to suspend all Works by the Contractor pending an investigation. On conclusion of the investigation, LWZ may require the Contractor to make improvements to the management of health and safety before the agreement is reinstated. However, if the investigation reveals a serious failure such failure shall be a deemed a material breach of this Agreement by the Contractor and accordingly LWZ shall be entitled to terminate the Agreement forthwith.

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