Lwz His Tender-1

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INVITATION TO TENDER

London Warm ZoneHome Insulation scheme

APPOINTMENT OF WORKS CONTRACTORS FOR HOMEINSULATION 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 ServicesPart B Service LevelsPart C- Liquidated DamagesPart D Specification of WorksPart E Quality MonitoringPart F Reporting RequirementsPart G - Representatives

29-50

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APPENDICES 1 7

Appendix 1 Safety Check SheetAppendix 2 Conformance CertificateAppendix 3 Code of ConductAppendix 4 Alcohol & DrugsAppendix 5 Loft Insulation Spec for CERTAppendix 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 awholly owned subsidiary of the National Energy action (NEA).

This Invitation to Tender (ITT) is issued to those Contractors who have previouslyworked on the London Warm Zone (LWZ) Home Insulation Scheme (HIS) under theprevious scheme management arrangements or they are industry approved contractorswith a proven track record.

The instructions given below are designed to ensure that all submissions are given equaland fair consideration. It is important therefore, that all the information is provided in theformat and order specified. Submissions may be rejected if the information asked for isnot given at the time of tendering.

LWZ reserve the right to amend and reissue this Invitation to Tender. If LWZ choose toalter tender documentation, applicants may be given an extension that is deemed fair inrelation to the scale of any changes carried out.

Offering an inducement of any kind in relation to obtaining this or any other contract withany member of LWZ staff will disqualify the submission from being considered and mayconstitute a criminal offence.

By issuing this invitation, LWZ is not bound in any way and does not have to accept thelowest or any tender, and reserves the right to accept a portion of any tender, unless thetenderer expressly stipulates otherwise in their tender.

Tenderers are not entitled to claim from LWZ any costs or expenses incurred in thepreparation 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 limitfor delivery of tenders.

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

Make any arrangements with another organisation about whether or notthey 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 anddocuments provided in this tender.

Great care has been taken in the preparation of the ITT to ensure that each tenderer is

fully appraised of LWZs ambitions for the partnering arrangement. Accordingly you willbecome knowledgeable about LWZs programme. The details included therein aresensitive, confidential and subject to alteration.

Whilst every endeavour has been made to give tenderers an accurate description of theLWZs requirement, tenderers should make their own assessment about the methodsand 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 DawsonCompany SecretaryWarm Zones CIC,Broadway Chambers530-542 High Street NorthManor ParkLondon E12 6QN

Any questions regarding this document to be addressed to Nigel Turner at the emailaddress below. Please ensure that all questions are submitted by 25.11.09. All answerswill be circulated to all tenderers.

[email protected]

Timetable for tender

13/11/09 Tender documents sent out by LWZ, please confirm you have received thedocuments27/11/09 Tender return deadline (12 noon)30/11/09 Tender evaluation1/12/09 - LWZ notify contractors on whether they are successful or unsuccessful.

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mailto:[email protected]:[email protected]


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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 operatesschemes across 24 London Boroughs. This tender is for a Framework agreement toprovide insulation measures through Carbon Emissions Reduction Target (CERT)funding secured by LWZ, across London. The agreement will remain in place for aperiod of three (3) years from 01 January 2010 to December 2012.

LWZ has secured Carbon Emissions Reduction Target (CERT) funding to deliverinsulation measures in London from 01 January to 31 December 2010 for which a call offcontract may be issued to Contractors appointed to the Framework agreement. Furthercall off arrangements may be entered into subject to funding beyond 2010.

This agreement will be continually reviewed with the intention of ensuring that it remainsa practical document that allows all parties involved to take full advantage of existing andfuture funding channels and also ensure that all relevant statutory obligations continue tobe adhered to.

2.2 Scheme Objectives

The scheme aims to:

Deliver cost effective insulation measures including cavity wall and loftinsulation to circa 10,000 homes during 2010.

Offer value for money for the funding providers including the CERT providerand the partnering London Boroughs.

Improve Standard Assessment Procedure (SAP) ratings of properties acrossthe region

Contribute towards carbon reduction in London

Maximise use of all available funding streams including Carbon EmissionReduction Target (CERT) and Local Authority funds.

LWZ is proposing to introduce framework agreements for contractors to provide thermalinsulation services such cavity wall and loft insulation for Homeowners and tenants ofprivately rented properties (Landlords permission in writing required) and social housingrented properties. It is intended that the successful Tenderers will become preferredPartners in the delivery of HIS.

The implementation of the Framework Agreement is intended to aid LWZ with carryingout their obligations in relation to the delivery of the HIS.

However, the Framework Agreement will have a much broader purpose than simplybeing a reactive and defensive measure in response to the requirements for provision ofsupport services. For example other funding/schemes could become available i.e. HomeEnergy 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 LWZprocurement process and a means to further achieve innovation and best practice by:

Standardisation of contracts to be used under the Framework Agreement. Thiswill reduce the time and cost incurred in finalising the legal and technicaldocumentation on future contracts. Tenderers should note the importance toLWZ of this aspect of the Framework Agreement.

Monitoring performance and working towards continual improvement;

Potential to develop long-term partnering relationships with frameworkcontractors that recognise and reflect the commercial interests of all relevantparties.

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

1) To select a framework of contractors who fulfil the requirements to provide thermalinsulation 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 withprivate sector and Social Housing residents especially those in the Priority Group thoseon benefits.

4) To select contractors with the ability to grow their own service as the schemematures including potential development of Home Energy Efficiency Programme(HEEP), Community Energy Saving Programmes (CESP) and delivery of additionalproducts 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 determinesContinuous 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 employedwherever possible.

10) To achieve and evidence zero health and safety incidents

11) To achieve team-working and consideration for others, including equality anddiversity 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 inenvironmental impact

15) Continuous improvement in the carrying out of the works leading to right first timewith 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 theperformance of the contract.

18) The contractor must consider and adopt any efficiency initiatives LWZ may bringto 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 inwriting

It is important that the tenderer recognises the importance of meeting these objectivesand challenges that may be ahead. LWZ will be looking for a proactive supply chain thatwould 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 ofterms and conditions. Initially, individual projects will be awarded to the appointedcontractors subject to capacity and capability assessment. Thereafter, work will beallocated with due reference to measures of past performance within the Frameworkscope. The procedures for award of contract once the framework is in place are outlinedin the draft Framework Agreement.

Below is a pictogram of how the framework will be operated. The LWZ will procure andmanage the framework agreement, but individual call off contracts will be made byLondon Warm Zones to whom works contractors shall be responsible.

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2.3.1 LWZ RESPONSIBILITIES

LWZ will;

1. Allocate specific Boroughs/areas for the contractors to target for potential insulationworks 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 usedwithout prior agreement from LWZ

5. Manage all borough and partner liaison

6. Manage and monitor Contractors performance through regular reporting andmonitoring meetings. Structured regular meetings will be arranged and the outcomewill 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 abilityto demonstrate their capability and capacity, meet the requirements of the HISagreement (please see scope of services) and provide evidence of a proven trackrecord of working in the insulation industry in particular Private Sector homes, anddealing with clients including the Priority Group over the past three years

CERT

Fundin

g

Borough

Funding

LWZ

Contractor

s

Other

potentialfunding

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

a. Copies of published accounts for the past three (3) yearsb. CIS registration details to include full registered company name and

address, UTR code and company registration number.

c. Copies of Health & Safety policies/documentsd. 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 andrelevant professional memberships will be required.

g. registration details for the British Board of Agrment (BBA) and CavityInsulation Guarantee Agency(CIGA) and details on achievement of anyquality assurance standards

h. Details of Customer Care Policy

i. Details of Complaint Procedure

j. Criminal Record (CRB) disclosure forall persons that will visit residentsk. Method Statementsl. Data Monitoring Details of data management systemsm. 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 claimo. Copy of Public Liability Insurance (no less than 5,000,000 for any one

accident)

3. LWZ requires Industry approved Contractors capable of installing insulationmeasures, meeting the required standard and in line with current legislation andregulations. 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 whichis detailed in the check list.

The tendering process will demonstrate value for money. Copies of all the requireddocuments in relation to the tendering process and that of the successfully appointedcontractors will be supplied to the Contractor

These services will include, but not be limited by, the contents of this brief and acts as aguide 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 ofothers, except where arising out of the use by the Contractor of something provided byWarm Zone CIC.

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1. Professional Indemnity insurance of no less than 250,000

2. The Contractor shall have in place Employers Liability Insurance of no less than10,000,000 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 Contractoris performing, or has performed works) as the Contractor deems to be appropriatebut not less than 5,000,000 for any one accident unless otherwise agreed by WarmZone in writing.

Public and Employers liability insurance must be acceptable to Warm Zone CIC, whichshall indemnify Warm Zone CIC against injury to any person and loss of, or damage toany property or other direct costs which in relation to all charges, claims, costs (includinglegal costs) damages, demands, expenses and proceedings whatsoever with respect tothe 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 thisrespect.

The Contractor will ensure they have paid up premiums to the same levels of Employersand 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 identifypotential insulation work as directed by LWZ. However in the case where a contractordoes not have these facilities then they can sub contract to a lead generation /surveyingservices 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 thatwill visit residents, including but not limited to canvassers, surveyors, installers, vandrivers, scaffolders, Health & Safety and Quality Control inspectors

The Contractor shall be responsible for all contract administration ensuring execution ofthe works comply with all working practices and regulations.

The contractor shall ensure that any sub contractors comply with the requirements of theagreement and show LWZ the evidence.

The Contractor will provide a named Project Manager, empowered to make day to dayoperational decisions. They will be sufficiently experienced and competent to deal withall 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 willalso be a further 10% quality inspection carried out by an independent surveyingcompany.

The contractor is also required to complete a LWZ assessment form complete withincome details. A show card with the income bands will be provided by LWZ.

Upon satisfactory completion and inspection, the Contractor will invoice Warm Zone totalvalue of the work including VAT at the correct rate (5% for energy efficiency measuresincluding insulation and from 01 January 2010 17.5% for non energy works such asaccess equipment and CIGA certificates).

2.3.5 Data Monitoring The Contractor must have a secure and robust datamanagement system (e.g. database/excel spreadsheets) on which to store records. Thedatabase must be compatible with or at least flexible enough to allow data transfers toLWZs system.

2.3.6 Method Statements - Method statements must be submitted, outlining how thescheme will be administered including any added value that can be brought to thescheme. 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. fromthe 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 rigorousand objective assessment of the contractors 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 willapproach the services required.

The proposals provide an opportunity for the Tenderers to detail their responsessupported with an appropriate level of evidence. Proposals will be evaluated on thebasis of a quality/cost ratio of 60%:40%. Further details of the relative weightings arecontained in Section 4.

Tenderers are required to return responses to the questions contained in Section 5 andto provide pricing information as set out in the Pricing Schedule to the full level of detailrequested. This should provide an unambiguous and firm basis for the development andappointment 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 tothe assets, business, prospects or financial condition which might reasonably beexpected 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 atanytime to remove a tenderers position or that of a Framework contractor eithertemporarily or permanently from consideration under the Framework if such materialchanges 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 specificmatters of concern directly with the company concerned either in writing or at a laterdate.

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3.2. Section 2 of this ITT sets out the base information needed to understand the LWZsrequirements.

Section 5 is where a Tenderer is asked to respond directly to requirements and set outtheir proposal and associated assumptions and conditions. Please be clear andunambiguous in all narrative responses.

In order to evaluate the Tender all required Tender Response Documents must beincluded with the Tender. If any of the required documents are not submitted withthe tender, the LWZ reserves to itself the right to reject a tender.

It is the Tenderers responsibility to ensure that their Tender arrives in accordance withthese Instructions. Tenders received after the date and time for delivery will not beconsidered.

Subject to the following paragraph, if it appears to the LWZ that there is an error in theTender (including the Tender Response Documents) the Tenderer will be informedin 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 beinformed in writing and invited to confirm the total price or withdraw their Tender asabove.

Tenderers are advised to keep a copy of their Tender submission. The LWZ reserves theright to make a charge for providing a copy of Tenderers own bid.

Subject to the effect of the Freedom of Information Act 2000 or stated elsewhere in theissued document, details of other submissions will not be published or madeavailable to Tenderers except as may be required by the LWZs reporting

requirements.

All tenders will be opened together after the 12.00 noon deadline Friday 27th November2009 and will be witnessed. The original copy will be signed and dated with the time ofopening 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 DawsonCompany SecretaryWarm Zones CIC,Broadway Chambers530-542 High Street North

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Manor ParkLondon E12 6QN

The tender and supporting documents should be delivered to the address above in plainunmarked envelopes / boxes with no reference to the company name.

These instructions are designed to ensure that all tenders are given equal and fairconsideration. It is important therefore, that tenderers provide all the information askedfor in the format and order specified. Pre-tender negotiations will not be entertained.

Tenders and supporting documents shall be in English and any Agreement subsequentlyentered into and its formation, interpretation and performance shall be subject toand 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 evaluationof the written proposals and overall consistency of responses.

Financial Assessment (40%) In assessing bids, the LWZ will weight the40% allocated to the pricing schedule in accordance with historical data. TheTenderers are asked to put together a Financial Proposal for the projectsoutlined in Section 7. Subject to final negotiation, these values will be used toset the parameters for the final terms and conditions of the FrameworkAgreement.

The proposals will be scored against each section, in accordance with theprinciples 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 Scoring Principles

0 Rejected Evidence is unacceptable or non-existent, or there is afailure 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 minorreservations. The response deals only with processes and littleoutput evidence is provided.

7-9 Good The standard of evidence fully meets expectations.

10 Outstanding The evidence exceeds expectations. The responsedemonstrates an innovative approach to strategic issues and providesevidence of pro-active involvement and successful delivery as part ofan 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 youcan use to answer the questions. If you feel you are able to fully answer the question inless 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 interms of:

technical ability

ability to work with and understand the specific needs of vulnerable and

able to pay residentsFinancial provisions are made on an annual basis for employee's within theirdivision/department to receive initial ongoing training to ensure that they remain up todate of changes in legislation and working practices that a training matrix is produced forall employee's reporting to them identifying training needs and requirements . A trainingrecord will be produced for each employee and will be deemed as a 'live workingdocument' and will be reviewed and up dated on an ongoing basis. The corporateinternal 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 aregular basis for employees within their contracts to receive initial or on-going training toensure that they remain up to date of changes in legislation and working practices. Atraining 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. Thecorporate internal training resources, where possible, will be utilised to their full extentand ability.All members of staff complete a full training programme before starting work for SavingEnergy, part of this training is customer care. All staff are made aware of the differenttypes 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 thecustomer is elderly or disable etc before they arrive and special instruction are alsonoted on their work sheets where necessary i.e.: customer takes a long time to get to thedoor, or customer requires you to knock next door for neighbor to attend etc. We leave acustomer 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 wouldbe dealt with according to company policy.

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A2. Management of Contract


a. How would you propose to work with LWZ to ensure that the project meets theagreed 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. Pleaseinclude how you propose to measure quality, who will be involved in the process ofquality 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 yourprocesses for ensuring satisfactory subcontractor performance including theappointment 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 seebelow:

An allocated team of scheme administers will update and track all warm zoneproperties, which will involve running weekly and daily reports. To ensure theagreed/allocated Budget is being closely monitored and completion time lines are met.

All surveyed, cancelled and installed properties will be updated daily on to theallocated spreadsheets/Budget tracker. To ensure that timelines are being met andnecessary action can be taken where needed. This will also ensure that the agreedbudget /spend is correct.

Like on previous schemes the budget tracker and weekly survey report, will sentother to LWZ/OE weekly on an agreed date

For quality assurance, through our operational teams, managers will ensure that anadequately trained and equipped workforce delivers the standards of service andworkmanship as specified and approved by the client to schedule.It behoves our Management team therefore, to plan, implement and maintain suchsystems and procedures in compliance with the principal and primary objectives andare dedicated to provide a standard of customer service that is second to none inour industry.To measure our quality of service we have a team who look at every customersatisfaction 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 ata weekly meeting and any issues raised are dealt with accordingly and allinformation communicated throughout our workforce. We also have a spot checkregime where a person from our management team spot checks an install and isreported on a quality form, these forms are also discussed at our weeklymanagement meeting. Any issues requiring immediate action on these spot checksare dealt with on site.We do not intend to subcontract any of the works.

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A3. Customer care


Please describe your customer care procedures and how you would enhance thecustomer experience. Please answer in terms of working with London Warm Zones andthe 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 madefully aware of their roles in Caring for the Customer. Commitment to customer carethroughout Saving Energy Limited is total.

At the heart of this commitment is communication: honest, open and timely. We placethe highest emphasis on respect for our customers and clients.

Underpinning this commitment is our culture of valuing our staff: they are the keystonesof our care policies and deliverers of our promises.

Communication begins well in advance of any works taking place, continues throughoutthe project and until well after the work is completed. Responsible, accountable peopleare 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 CustomerSatisfaction 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 tosatisfy our customers 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


Describe how you implement adequate Health, Safety and Environmental procedures forthis contract to ensure that LWZs target of zero health and safety incidents is achieved.Provide examples detailing your procedures and initiatives for maintaining Health andSafety and the management of waste.

To ensure we achieve our business commitment towards continuous improvement ofhealth and safety management standards across all Saving Energy Ltd operations,health and safety audits are carried out in order to measure health and safetyperformance. Audits enable management to focus effort where required and to developsite 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 healthand safety. Part of this process is to ensure effective planning, reviewing and monitoringof health and safety. Employees have a legal responsibility to ensure they work in a safemanner at all times and in accordance with health and safety information, instruction andtraining as provided by Saving Energy Ltd, to this end Saving Energy Ltd will audit theworkforce at regular intervals. Health and Safety Manager will be responsible formaintaining the corporate health and safety management systems in line with legislativerequirements, providing guidance to management on the implementation of health andsafety. He will assist in the management in developing health and safety plans toachieve the corporate objectives. Following up audit reports ensuring the continualdevelopment of the health and safety audit in line with the requirements of the businessand the safety management system. All audit reports are discussed with management

and the Health and Safety Committee with remedial action being discussed andimplemented and all documentation kept at head office.Wherever practicable and consistent with clients instructions, we use materials andproducts from sustainable sources. We make every effort to conserve materials, energyand natural resources, we collect waste materials for re-cycling and we re-use andrecycle wherever possible. Throughout the course of our work we try to educate clientsand suppliers and encourage implementation of our systems wherever possible.

A5. Method Statement


A method statementis 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 theThe face of the building will be accessed via Mewp, scaffolding, tower scaffold, ladderswill be the last option of access. If using ladders, the tetra working at height system mustbe 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 signedRisk Assessments/Method Statements. All personnel will wear all PPE (Hard Hat, EarProtection, Glasses/Goggles, Dust Mask, Gloves, and Safety Boots). All barriers andsignage 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 regularvisits to site. All installations will be carried out within our set guidelines and proceduresensuring that safe working practices are maintained at all times. All work will be carriedout in accordance with all relevant statutory Methods of installation carried out by ourfitting teams are controlled by and carried out in accordance with: -Cavity WallOperations Installation Manuals which are supplied by the material manufacturers. Thework area will be clearly defined and relevant warning notices displayed and barrierserected. 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 - 1.5mcentres in pre determined drilling pattern as specified.Insulating material will be blown in the cavity via the hose and nozzle from BlowingMachines mounted on the rear of the vehicle. On completion of blowing operation the wallwill be reinstated using suitable mortar.Installers will ensure the safe use of any materials hazardous to health during and oncompletion 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 anyspecial factors noted on the survey form. Installation will then proceed in accordance withlaid down procedures. Once installation and making good has been completed a postsurvey is carried out to the property ensuring all work has been completed to a highstandard. For Cavity Wall Insulation all flues, heating appliances, electrical circuits and

combustion air supply are checked and fuel burning appliance tests are made before andafter the work is completed where applicable. A check is also made to ensure no woolingress has taken place. All waste materials will be brought back to depot and disposed ofthrough segregated waste streams.Once site has been accessed employee is to place all appropriate dustsheets withsignage and liaise with client on safety implications (trip hazards, placement ofstepladders 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 tosafely access loft via hatch. After checking cable casing and plug, secure inspection lightand check for ventilation (if no vent apply as trained). If asbestos is identified or suspectedall 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 ofoperations 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). Checkwhat insulation is already laid. Safely transfer needed mats to loft. Insulate pipe work andtanks first then lay insulating material starting at furthest point away from hatch. All excessmaterials and tools are to be out of loft after draught proofing loft hatch. Employees are toensure property is left clean and tidy. Once all work and clearing up is completedemployees are to complete all relevant paperwork (customer satisfaction sheet etc).

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For self generation we will hand deliver initial letter to relevant houses in our allocatedward, 2-4 days later we will send a team of energy assessors to canvas those houses andbook surveys in for within 1-5 days of door knock, an appointment letter will be left withcustomer.A surveyor will attend property on the booked date and carry out a free, no obligationsurvey 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 ofsurvey and complete all paperwork.All information from survey is inputted into our database and then all relevant info isentered into Warmzone spreadsheet by an admin assistant.We invoice per borough, once the invoice spreadsheet has over approx 10 properties onthe spreadsheet we then invoice. The invoice is then raised for the total price of all theproperties on the spreadsheet and we clearly indicate what borough the invoice is for. Theinvoice along with the spreadsheet and necessary paperwork is then emailed and postedto our contract co-ordinate.All complaints are handled by our customer services manager, all complaints are loggedonto a spreadsheet for our records and any necessary action is taken. Any customer witha 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. Anyoffences coming back from check the person is withdrawn from all schemes and is dealtwith 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 pricematrix which request prices for cavity wall insulation, loft insulation, hot water jackets andadditional items. All prices quoted must exclude VAT.

LWZ will charge contractors 15 for each measure installed by HIS contractor to coverthe cost of marketing materials no other fees will be used

The Schedule of Rates will be subjected to review and market testing as the schemeprogresses and subject to any inflationary uplift.

Tenderers are required to provide: -

copies of insurance policies,

references,

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copies of 3 years accounts,

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Form of Tender

To: Sam DawsonCompany SecretaryWarm Zones CICBroadway Chambers

530-542 High Street NorthManor ParkLondon E12 6QN

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

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

3. I/We agree that this Tender shall constitute an irrevocable, unconditional offerwhich may not be withdrawn for a period of four (4) months from the date of thisTender.

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 deliveredbetween the WZ CIC and ourselves, this Tender, together with the WZ CICswritten acceptance of it, shall constitute a binding and enforceable contractbetween 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 o

as an unincorporated body o

6(b) 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 furtheracknowledge the WZ CIC may require me/us to enter into an agreement in aform prepared by WZ CIC.

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

Dated 2009.

Signed for and on behalf of the Tenderer:

Name:

TITLE:Company:

Address:

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Non-collusive - Tendering Certificate

Tenderers are required to certify their tender in the following terms (the certificate shouldbe signed by the same individual(s) who signed the Form of Tender):

Warm Zone CIC,

Broadway Chambers530-542 High Street NorthManor ParkLondon E12 6QN

I/We certify that this is a bona fide tender, intended to be competitive and that I/We havenot (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 anyother 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 ororganisation that they shall refrain from tendering or as to the amount of or terms of anytender to be submitted by them.

Canvassed or solicited any member, officer, employee or agent of WZ CIC in connectionwith the award of this or any other contract.

Offered, given or agreed to give any inducement or reward in respect of this or any othercontract.

Signed for the Tenderer:

Name:

TITLE:

Company:

DATE:

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Form of Confidentiality Undertaking

THIS AGREEMENT dated the day of 20[ ]

BETWEEN:

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

(2) WZ CIC whos registered office is at 9 Portland Terrace, Jesmond, NewcastleUpon Tyne, NE2 1QQ

(3) [ ] registered in England with company number [ ] whose registered office is at

[ ] (the Provider).each a Party and together the Parties.

WHEREASWZ CIC has contracted with the Contractor to purchase CERT Benefits inaccordance with the British Governments Carbon Emissions Reductions Targetsprogramme pursuant to an agreement dated [.]20... (the CERT Agreement). WZ CIC now wishes to engage the services ofthe Counterparty in respect of the performance of certain activities which theContractor is obliged to perform pursuant to the CERT Agreement (theServices).

In consideration of the payment of 1 by each Party to each other Party, adequacyand 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 theRecital above and the term "Confidential Information" shall mean all information,data, records and reports disclosed to the Counterparty by WZ CIC and/or theContractor (which shall include all such items furnished or made available to theCounterparty and all such items with which the Counterparty may come intocontact by virtue of the relationship with WZ CIC and/or the Contractor) in eitherwritten or oral form in the course of or as result of performing the Services and/orto the business, commercial, technical or financial affairs of WZ CIC and/or theContractor or any of the WZ CICs and/or the Providers affiliated or associatedcompanies or service providers.

2 In consideration of the Confidential Information being disclosed by WZ CICand/or the Contractor the Counterparty agrees:

(a) that the Confidential Information is of a proprietary and confidential nature andthat damage could result to WZ CIC and/or the Contractor if any portion of theConfidential Information is used by the Counterparty for any purpose other thanfor performing the Services;

(b) to receive and maintain the Confidential Information in strictest confidence

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and not to use the Confidential Information for any purpose other than forperforming the Services;

(c) not to disclose and to use reasonable endeavours to prevent the disclosure ofthe 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 ordestroy all documents and other material and copies thereof in theCounterparty's possession, custody or control that bear or incorporate any part ofthe Confidential Information;

(e) to take all necessary steps to avoid knowingly gaining access to ConfidentialInformation 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 anypart of the Confidential Information except as may be reasonably necessary forthe purposes of performing the Services and that any copies, reproductions or

reductions to writing so made shall be the property of WZ CIC, and theCounterparty hereby undertakes to indemnify WZ CIC and the Contractor fromand against any and all liabilities, claims, demands, judgments, awards,remedies, damages, losses, actions and proceedings whatsoever arising underany statute or at common law of whatever kind and nature (and all costs andexpenses whatsoever in connection therewith) arising out of or in connectionwith any breach of any breach of this Agreement by the Counterparty.

3 The obligations contained in this Agreement shall not extend to ConfidentialInformation which:

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

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

(ii) is already lawfully in the possession of the Counterparty withoutdisclosure or subsequently becomes free of limitation ondisclosure;

(b) is required to be disclosed by applicable law, regulation, court order or byany competent judicial, governmental or other authority PROVIDED THATthe Counterparty shall, as soon as possible after becoming aware of suchrequired disclosure, notify WZ CIC thereof. The Counterparty shall be

entitled only to furnish that portion of the Confidential Information which isnecessary to comply with the relevant order or requirement;

(c) was lawfully already in the possession of and at the free disposal of theCounterparty before the date of this Agreement; or

(d) was lawfully acquired from a third party who was not contractuallyprevented from disclosing the same.

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PRICING SCHEDULE

Cavity WallInsulation Flat 1 265

Flat 2 298

Flat 3 313

Mid Terrace House 2 302


End Terrace House 2 423


Semi-DetBungalow 2 362


DetachedBungalow 2 447

Detached

Bungalow 3 483


Semi-Det House 2 423



Detached House 2 544



Loft InsulationBelow 60mm Flat 1 319

Flat 2 368

Flat 3 388 Mid Terrace House 2 350















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Cont.

Loft InsulationAbove 60mm Flat 1 254

Flat 2 289

Flat 3 302

Mid Terrace House 2 278 Mid Terrace House 3 278














Hot WaterJackets All properties 15

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

Property typeNo ofBeds

Loftinsulationmax area(M)

CavityWallinsulationMax area(M)

Flat 1 50 50

Flat 2 70 55

Flat 3 90 60

Mid Terrace House 2 40 55

Mid Terrace House 3 50 60End Terrace House 2 40 85

End Terrace House 3 50 90

Semi-DetBungalow 2 70 60

Semi-DetBungalow 3 80 65

DetachedBungalow 2 75 100

Detached 3 90 115

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Bungalow

DetachedBungalow 4 105 125

Semi-Det House 2 45 90



Detached House 2 55 120Detached House 3 65 130

Detached House 4 75 140

ITEM 1. DP

Measure CostVATrate

Draught Proofing

1 5Openings/ Units 91 5

6 15

Openings/ Units 120 5



31+Openings/ Units 230 5

Draught Proofing can only be completed where cavity wall and/or loft insulation have beeninstalled & are funded by Boroughs

A door counts for 2 openings

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

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Measure CostVATrate

Concrete Interlocking Tile Vents 29

Clay Tile Vent 29

Slate Tile Vent 38

Easy Vents 5

Replace / repair Loft Hatch 90Scaffolding Tower 90

Core vents 28

1) Excess meterage /M seetab 3

2) Access system

Walkboards

For up to3.6Linmetre x800mm 28

For up to1.2Linmetre x

600mm 10

1) Additional meterage rates can be claimed from LWZ where the additional area is greaterthan 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

5m).

2) Access systems (other than scaffolding) can be used instead of using scaffolding forcertain types of installation

3) Where enabling costs are sought for access towers, draught proofing, loft hatches WZCIC require a written statement supported by photographs and the cost of insulation and

who the funder is CERT provider or Borough.

Schedule 1

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Part A Scope of Services

1.0 Background

The Carbon Emissions Reduction Target 2008 - 2011 (CERT) forms part of theGovernments Climate Change Programme and Fuel Poverty Strategy. CERT requires

obligated electricity and gas suppliers to achieve targets for the improvement of carbondioxide emissions in domestic properties in Great Britain. At least 40% of the target mustbe achieved within the Priority Group (households receiving certain income relatedbenefits, tax credits and those persons aged 70 or over) to ensure that this groupreceive a significant share of the benefits of CERT. The first phase of the CarbonEmissions Reduction Target (CERT) will run from 2008 to 2011.

Ofgem administers the CERT programme on behalf of DEFRA by approving energycompanies' schemes and monitoring their progress against their targets.

To achieve its targets under CERT LWZ, are contracted to a CERT provider and theyrequire 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 toCavity Wall Insulation (CWI), Loft Insulation (LI) and Hot Water Tank Jackets (HWTJ)referred to in this Schedule as (Measures) resulting from their own marketingcampaigns and promotions.

In carrying out the Works the Contractor will contribute to the LWZ overall target andmust comply with the rules surrounding CERT and the specific terms of theseSchedules. The Contractor shall have an adequate knowledge for practical andprofessional implementation of those areas covered in the Ofgem Documents applicableto 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 managingthe 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 theguidance 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 tradingname, brands, logos or trademarks or in any other way reference LWZ in relation to anyaspect of LWZ generated works unless LWZ gives prior written consent to the same andthen only in accordance with the terms of such consent.

2.2 Data Transfer Stage - All Measures

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2.2.1 The Contractor will be required to use LWZs Work Management Application tosubmit details of the completed Works.

2.3 Survey StageWhere 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 tocarry out any Works. At the time of survey the Contractor must ascertain whether therecipient of the Measures qualifies in the Priority Group by asking the householder toshow relevant documentation such as a benefit book. In the case of householdersreceiving Child Tax Credit or Working Tax Credit, the Contractor should ask to be shownthe latest Tax Credits Awards Notice to confirm relevant income or, where this is notpossible, it should present a list of income bands and ask the recipient to state whichbands 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 anofficial document such as a passport, driving licence or benefit documents. Proof ofaddress 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 frompartner boroughs to expand the eligibility criteria for vulnerable clients.

The contractor is required to complete a London Warm Zone assessment form completewith income details.

Cavity Wall Insulation

2.3.1 The Contractor must ensure the survey is carried out by a person trained andapproved 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) Assessors Guide: Suitability ofexternal walls for filling with cavity wall insulation. Part 1 existing buildingsVersion 1.0, October 2003.

2.3.2 A thorough detailed examination of the cavity walls of the dwelling on everyelevation is to be carried out using a borescope to ensure the cavities are clear andsuitable for filling, and to check for any blockages and/or defects within the cavities. Anydefects 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 outsidenormal expectations or parameters outlined in part 2.4 of the CIGA assessors guidespecified in 2.3.1 above, specialist advice should be sought from themanufacturer/system designer of the proposed cavity wall insulation product beforeproceeding. Such instances must also be notified to LWZ.2.3.4 The Contractor must ensure that the householder is advised of the need for, andobtain their agreement to, install any air supply vents required to ensure fuel burning

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appliances, flues or chimneys operate safely after cavity wall insulation has beeninstalled.

2.3.5 The Contractor must ensure that householders are advised of the nature andextent of the work to be carried out and provide them with a written copy of the surveywhich 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 beinstalled 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 mustensure that:-

all the necessary consents and permissions needed to install cavity wallinsulation in the property have been obtained

in England and Wales, a Building Notice to the Building Control department of theappropriate Local Authority has been submitted at least 48 hours before thecommencement of cavity wall insulation installation

written consent from landlords when carrying out Works in privately renteddwellings 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 wallinsulation the Contractor must maintain a record of such instances together with thereason(s) that prevent the work from proceeding. These should be notified in writing tothe householder.

Loft Insulation

2.3.8 The Contractor must ensure a thorough and detailed examination is carried out bya person trained to assess the suitability of loft spaces for the levels of insulation to beinstalled. In particular, the need for any additional ventilation to avoid condensation inthe loft after the insulation is fitted must be assessed. In making this the surveyor shouldrefer to the Building Research Establishment publication Thermal Insulation AvoidingRisks (2001 edition).

2.3.9 Loft insulation must not be undertaken in loft spaces where there is any evidenceof condensation, wet or dry rot, mould growth or rainwater penetration. There should be

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no obvious defects in the electrical wiring or water supply pipework/tanks. Any defectsidentified at this stage must be notified to the householder who will be responsible forany 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 andextent 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 avoidcondensation in the loft

Notification of electrical circuits/equipment (if any) that will be affected bythe work and the precautions being taken to keep these clear of theinsulation

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 householdersmust be advised that:-

The householder is responsible for removing these prior to the workcommencing and replacing them afterwards. The Contractor is expected to give

special consideration to the elderly and disabled who would be unable to movestored items themselves.

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

2.3.12 Following the survey and before any work commences on site the Contractormust ensure all the necessary consents and permissions needed to install loft insulationin the property have been obtained. This must include written consent from landlordswhen carrying out Works in privately rented dwellings. Copies of the consents should beretained 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 Insulationthe Contractor must maintain a record of such instances together with the reason(s) thatprevent the work from proceeding. These must be notified in writing to the householderand LWZ.

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2.4 Installation Stage

Installation must be carried out in line with the specifications at Part D and ServiceLevels 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 oneApproved Code of Practice (ACOP) trained member as part of the team. No installationshall 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 thespread of dust and debris from drilling so that it can be protected orremoved from the area of Works.

2.4.3 The Contractors insulation team must have the results of the survey available tothem on the site. In particular if an air supply vent(s) is required to ensure fuel burningappliances, flues or chimneys operate safely, these must be fitted before proceedingwith cavity wall insulation.

2.4.4 The Contractor shall ensure that the installation of cavity wall insulation does notaffect the operation of any fuel burning appliances so as to cause a hazard to thehouseholder. The risks are described within the CIGA document Technicians guide togood practice - Flues, chimneys and combustion air ventilators version 2.0 dated March2002. It is the Contractors responsibility to ensure that any combustion air supply isisolated from the cavity to prevent the ingress of insulation material by installing suitablesleeves 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 bythe insulation.

2.4.6 The Contractor must ensure that all pre and post installation safety checks arecompleted in compliance with the CIGA document Technicians Guide to Good Practice- Flues, chimneys and combustion air ventilators version 2.0 dated March 2002. Theresults of these must be recorded using the form at Appendix 1 and made available toLWZ, on request. In addition, the Contractor must certify on LWZs ConformanceCertificate (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 theWorks have been completed. The Contractors Conformance Certificate must include allthe information contained on LWZs Conformance Certificate at Appendix 2 and besigned by the technician completing the Work and the householder. A sample of theContractors Conformance Certificate must be sent to LWZs Nominated Representativefor 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 bywhich installation teams can readily obtain, by telephone, additional technical advice onany gas, oil or solid fuel appliances without unduly delaying the Works orinconveniencing 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 attendsite to rectify the problem. For gas installations this person shall be GAS SAFEregistered, where possible solid fuel and oil heating engineers should be HETAS andOFTEC registered respectively. The householder shall be warned not to use theappliance until this engineer arrives.

2.4.9 Following the installation of cavity wall insulation the Contractor must ensure alldrill holes are re-filled paying particular attention to achieving high standards of makinggood and of colour matching of the final decoration.

2.4.10 The Contractor must ensure that all excess materials, wrappings and debris mustbe 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 theContractor for each cavity wall insulation measure carried out. This must be signed byboth the Technician completing the work on behalf of the Contractor and thehouseholder. Where LWZ has given prior consent the Contractor may submit their ownConformance Certificate as evidence that the Works have been completed. TheContractors Conformance Certificate must include all the information contained onLWZs Conformance Certificate at Appendix 2 and be signed by the techniciancompleting the Work and the householder. A sample of the Contractors ConformanceCertificate must be sent to LWZs Nominated Representative for approval before claimsincorporating it are submitted.

Loft Insulation

2.4.12 Before commencing work the Contractor must ensure that the householder isnotified of any issues arising from the risk assessment undertaken before work starts ofthe extent to which any property is likely to be affected by the spread of dust and debrisso that it can be protected or removed from the area of Works

2.4.13 The Contractors insulation team must have the results of the survey available tothem on the site. In particular if any air vent(s) is required to prevent condensation in theloft these must be fitted before proceeding with loft insulation.

2.4.14 Clean dustsheets must be laid and used for access through the property togetherwith appropriate protection made to furnishings and decorations to prevent damagewhilst the work is undertaken.

2.4.15 Insulation must be laid neatly between and across ceiling joists with adjoininglayers close butted to cover the whole of the loft, including any spaces below raisedtanks. Particular care should be taken to avoid blocking any air ventilation paths thatcould lead to condensation in the loft, as part of the work the Contractor must ensureany 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 shallbe individually insulated and not wrapped together in common insulation coverings.Joints should be close butted and secured with duct tape. Old or sub-standard insulationon pipes stopcocks and valves must be renewed.

2.4.17 A completed Conformance Certificate as at Appendix 2 must be sent to LWZ foreach loft insulation measure carried out. This must be signed by both the Techniciancompleting the work on behalf of the Contractor and the householder. Where LWZ hasgiven prior written consent the Contractor may submit their own Conformance Certificateas evidence that the Works have been completed. The Contractors ConformanceCertificate must include all the information contained on LWZs Conformance Certificateat Appendix 2 and be signed by the technician completing the Work and thehouseholder. A sample of the Contractors Conformance Certificate must be sent toLWZs/LWZ Nominated Representative for approval before claims incorporating it aresubmitted.

2.5 Completion Stage

2.5.1 The Contractor must update the Work Management Application with details of theMeasures installed in accordance with the Conformance Certificate and the ServiceLevels set out below.

2.5.2 Claims for completed Work must be produced by the Contractor using the WorkManagement Application as stipulated in Part F and submitted to the LWZ NominatedRepresentative as stated in Part G.

2.5.3 Separate claims must be submitted to LWZ for Works in Priority Group and NonPriority Group households.

Part B Service Levels

1.0 Quality Standards of the Contractors Works

1.1 Remedial actions resulting from Technical Monitoring inspections.

a) The Contractor must complete, or procure the completion of, the remedial actionsnotified by the QA Agent in the prescribed time periods where the failure type is safetyas 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 actionsnotified 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 percent 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 B1.1 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 (asspecified in Part E of Schedule 2); and

c) Any further costs LWZ incurs in instances where LWZ deems it necessary to instructan alternative provider to complete the remedial actions.

Payment of such sums to LWZ shall be made either directly to LWZ or by way ofdeductions from future invoices, as directed by LWZ at LWZs absolute discretion.

Part D Specification for the Works

This specification is for the installation of Cavity Wall Insulation, Loft Space Insulationand Hot Water Cylinder Insulating Jackets.

General Requirements

When carrying out and/or procuring the Works specified the Contractor must ensure thefollowing 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 contentsand structure of the dwelling

The householder is satisfied with the work

Where references to BSI/ISO standards exist the Contractor is required to conform bythese standards. In the event that any of these standards are superseded, theContractor is expected to perform, or procure the performance of, the Works to the newstandards. In the event that any of these standards are lapsed the Contractor isexpected to perform, or procure the performance of, the Works to the same level as ifthe standard were still in existence.

The Specification is divided into the following sub-sections, each giving LWZrequirements 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 beapplied, where immovable objects prevent 100% insulation to be installed.

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The requirements of the Health & Safety Executive advice note HSE Advice onPotential Risks to Safety of Combustion Appliances from Installation of CavityWall Insulation

The Contractor should note that CIGA are considering providing guidance and standard

forms for surveys including safety and equipment assessment. LWZ requires theContractor to adopt, or where appropriate to require its Contractors to adopt, thesepractices at the appropriate time.

1.2.2 Technicians employed by the Contractor and/or its Contractors must be competentpersons having the ability, knowledge, experience and training to carry out the work, tosuch standards as are acceptable to LWZ as at the time of such work, and, where suchTechnicians are to undertake cavity wall insulation work, must also be registered withthe British Board of Agrment, have completed an Approved Code of Practice ACoP)training course and received training on how to install each specific insulation materialfrom its manufacturer/system designer (Competent Persons).

1.2.3 The Contractor must ensure a Competent Person undertakes the risk assessmentsand 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 shallbe carried out by a Competent Person of the insulation team on the day on which theinsulation Works is carried out.

1.2.5 Following the installation of cavity wall insulation all aspects of the flue and airsupply 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 Agrment the Contractor must

carry out its own quality assurance inspections on a minimum of 20% of cavity wallinsulation Measures completed on behalf of LWZ and provide the results of these uponrequest.

1.2.7 A Cavity Insulation Guarantee Agency (CIGA) warranty (or where previouslyagreed with LWZ, an alternative 25 year warranty) must be provided by the Contractorfor 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 resultof cavity wall insulation either at installation stage or after they have been filled withinsulation. 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 ThermalInsulation Terms and manufactured in accordance with BS EN 13162:2001Specification for factory-made mineral wool products.

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2.1.2 The Contractor may propose the use of alternative loft insulation products thathave been approved by the British Board of Agrment and for use in the CarbonEmission 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 worksare trained to install loft insulation, and have adequate experience and supervision. Thework must be done in accordance with the following standards and good practice guidespublished by the Energy Saving Trust as part of the Housing Energy Efficiency BestPractice Programme:-

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

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

existing housing

Good Practice Guide 296, (November 2002). Refurbishment site guidance forsolid walled houses roofs

2.2.2 Loft insulation must be installed in pitched roofs at ceiling level up to a depth of270mm to achieve an overall Thermal Transmittance (U) Value of 0.16 W/m2 K whenusing an insulation product having a Thermal Conductivity (lambda) value of 0.044 W/mK. Examples of the existing, additional and final insulation thicknesses the Provider mustinstall 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 iscompletely empty of any existing insulation. Partly covered loft areas or those withnominal depths of below 25mm must not be claimed ashaving no existing insulation.

2.2.4 No insulation material should be laid below water storage tanks located in the loftspace where the underside of the storage tanks is less than 300mm above the finishedlevel of insulation.

2.2.5 Where it is physically not possible or unsafe to install loft insulation to a depth of270mm, the Contractor may with prior consent of LWZ, permit its Contractors to installloft 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 loftspace. In such confined areas the Contractor may, with prior consent of LWZ, considerthe 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 a1000 gauge polythene bag securely fixed to the loft hatch. Where loft access ladders arefixed to the hatch the insulation may be omitted, such instances must be declared onthe Conformance Certificate.

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2.2.7 The loft hatch must be fitted with effective draft seals and secured to preventingress of warm air into the loft.

2.2.8 Loft insulation must not be undertaken unless there is sufficient ventilation to allowair 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 insulationdoes not prevent air circulation from the eaves and soffit area. In some cases purposemade tile vents or air bricks will be required. All such ventilators must be installed by theContractor when carrying out Loft Insulation measures.

2.2.9 The Contractor must ensure the insulation of all tanks and active pipe work in theloft space to comply with the local water supply Bylaws and the following standards:-

BS 5422: 2001 Method for specifying thermal insulation materials forpipes, tanks, vessels, ductwork and equipment operating within thetemperature range minus 40oC to plus 700oC.

BS 5970: 2001 Code of Practice for the Thermal Insulation of Pipe work andEquipment 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 otherfitted appliances exist to provide safe access to these from the loft hatch. The walkwaymust 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 andlaid on top of the insulation. Where this is not possible, for circuits other than lighting, theinsulation must be retained at a minimum distance of 75mm from the cables. In suchcases 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 approvedelectrical contractor.

2.2.12 Where electrical equipment is recessed into the loft space it should not becovered with insulation. A physical barrier such as Astroflame-Astro LC Loft Cover (orsimilar equivalent barrier) must be installed to provide a vapour seal and preventinsulation covering any such electrical equipment.

2.2.13 In every loft space, where cold water tanks or other fitted appliances occur apermanent boarded walkway will be provided to these from the loft access hatch. Theboarded walkway should be constructed of minimum dimensions of 50x50mm soft woodbattens laid between ceiling joists, (notched over pipes and cable crossings where

necessary) and securely screw to the ceiling joists. A 19mm thickness by 450mm wideflooring grade chipboard is to be screwed to the battens to form the walkway. Thechipboard must not extend as an unsupported projection from the battens by more than50mm in any direction. Wherever joints are required in the chipboard, additional supportbattens are to be fitted. The walkway must not be laid so as to compress the loftinsulation laid under it.

2.2.14 A plastic encapsulated warning notice is to be pinned in the loft and adjacent tothe loft hatch. It should be worded as follows:

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DANGER

CEILING JOISTS MAY BE C