Refurbishment and Major Works Contract

Axis Europe has been working alongside the London Borough of Hammersmith and Fulham (LBHF) since 2020 to deliver projects as part of a refurbishment and major works contract.

Our housing projects division has completed internal and external programmes across several sites, including Ashchurch Park Villas, Linden Court, and Frithville Gardens. Our major refurbishment projects came via the South East Consortium’s Internal and External Building Works Framework.

Our scope has included a variety of works. At one site, our team provided full balcony replacements with Prokol waterproofing. We refurbished communal walkways and completed drainage surveys, as well as repairs to rainwater goods. The team also completed chimney stack and parapet remedials.

We have delivered roof works, alongside structural repairs with brickwork and masonry. At one site, this included the installation of a Silka concrete repair system with anti-carbonation coating. We carried out a programme of external decorations at several projects. We also supplied comprehensive FRA works on multiple sites, with surveys taking place before Gerda fire door installation.

Delivery

Our Contract Managers oversee the delivery of the Refurbishment and major works contract. They ensure each project is completed on time, to budget, and in line with LBHF’s specifications. We follow a fixed price specification and SORs for repairs items. The team uses several tracking parameters, such as monthly valuations, RFI trackers and cash flow forecasting.

Our resourcing plans for projects with LBHF are continuously reviewed in line with progression milestones. We use proven, vetted subcontractors and involve them early in the tender submission. We also engage stakeholders during the mobilisation, surveying, design, and review stages to give all parties an in-depth understanding of the delivery requirements.

Resident Liaison

One of our key assets during delivery is our resident liaison officer (RLO) team. The team are based at site offices and manage all aspects of resident engagement, ensuring effective communication and involvement. Our team combines traditional and modern methods of communication to ensure all residents are catered for. 

Resident Information Packs include site boards, RLO engagement, social media interaction (Estate Facebook groups and updates via Twitter) and WhatsApp/SMS groups. We have also used posters and site boards with a QR code attached for smartphone scanning. These contain information about work programmes and what to look out for. 

We work closely with resident associations to shape a bespoke service. Hosting resident surgeries and group consultations allows us to address any questions or concerns before work begins. The team also empowers residents to share their views and shape their services. We collect feedback through a range of methods, from SMS and online surveys to tech (via operative’s mobile devices for immediate feedback) and traditional paper surveys (with freepost return envelopes). We also host drop-in centres and arrange coffee mornings in communal areas.  

The building is looking fantastic and we’re in love with the new front doors! Thank you for the part you played in managing this project – LBHF Tenant 

The work has been amazing, the workers on this project have been so polite. Very nice team of people. Very happy with the windows and doors – LBHF Homeowner. 

Delighted with the new windows, doors and the overall professionalism of the workmen too. Thanks again for all the good work and if Axis ever needs any references in the future from a flat owner, please let me know  –  LBHF Leaseholder. 

Community Investment

Our team noticed one severely disabled resident was struggling to open doors and that movement was difficult for him. The council secured funding to install a button-operated door, as well as an electric wheelchair. We installed a ramp into his garden with a handrail so he could gain safe access. Our RLO built a strong relationship with the resident to understand his requirements and how we could tailor works to suit. 

At another site, we sponsored inspection training for two LBHF resident representatives. This provided a better understanding of our quality and customer service responsibilities. We were able to gain detailed and constructive feedback from a resident perspective. 

Project Challenges

Our teams have responded to multiple challenges across our refurbishment and major works contract, not least those posed by the coronavirus. We implemented site-specific procedures for hygiene, disinfecting tools and hardware, social distancing, and PPE (Personal Protective Equipment). 

At multiple sites, lockdowns forced works to halt for 4 weeks. Our constant communication with the client and dedicated resident liaison officers were vital during this period. We kept all parties updated and minimised any delays and disruptions. Our trade teams also helped by alleviating the impact of noisy works. We made accommodations for residents, working at specified times, and offering to pause at the request of those who had online meetings.