Kenneth Booth
Costain to upgrade Thames Water treatment sites

Costain to upgrade Thames Water treatment sites

Upgrades will improve the resilience of critical wastewater treatment services. Costain, the infrastructure solutions company, has been awarded work by Thames Water to upgrade strategic treatment assets across the Thames Valley region. The award will see Costain complete around £150m of essential upgrades to wastewater treatment assets across 15 sites

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A2Dominion appoints NEC as new housing management provider to improve services

A2Dominion appoints NEC as new housing management provider to improve services

A2Dominion appoints NEC Software Solutions (NEC) to provide housing management systems for its 70,000 residents. NEC Housing is the market leader in housing management platforms and will support the housing association as it manages more than 38,000 homes across London and Southern England. A2Dominion carried out a detailed and collaborative procurement

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Laing O’Rourke and HMJV Land Key Packages on £1bn Grid Upgrade for AI and Data Centre Boom

Laing O’Rourke and HMJV Land Key Packages on £1bn Grid Upgrade for AI and Data Centre Boom

Laing O’Rourke and the Hochtief Murphy joint venture (HMJV) have secured major construction packages on National Grid’s £1 billion North West London Upgrade, a substantial infrastructure programme designed to strengthen electricity capacity and support the rapid expansion of data centres and digital infrastructure. The project will reinforce the electricity transmission

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Panattoni submits plans for 1 million sq ft at Panattoni Park Maidstone

Panattoni submits plans for 1 million sq ft at Panattoni Park Maidstone

Panattoni, the world’s largest privately owned developer of industrial real estate, has submitted a hybrid planning application for Panattoni Park Maidstone, a major new 1.04 million sq ft industrial and logistics development in Kent. The application includes detailed proposals for the first phase, comprising two units of 100,000 sq ft

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Landmark HSBC Canary Wharf Tower Set for £1bn Mixed-Use Transformation

Landmark HSBC Canary Wharf Tower Set for £1bn Mixed-Use Transformation

Plans have been submitted for a major retrofit of HSBC’s landmark Canary Wharf headquarters, paving the way for one of the world’s largest office building transformations. Canary Wharf Group and building owner Qatar Investment Authority have lodged proposals with Tower Hamlets Council to reinvent the 45-storey tower at 8 Canada

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New Liberton High School opens doors to pupils

New Liberton High School opens doors to pupils

Cutting-edge building replaces existing Liberton High School as part of new community, lifelong learning and sports campus Staff and pupils at Liberton High School have started the new school year in their brand new state-of-the-art learning and community campus this week, after the building was handed over to the Council.

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listening to customers helps believe housing achieve record satisfaction levels

listening to customers helps ‘believe housing’ achieve record satisfaction levels

Housing association believe housing has achieved its best ever customer satisfaction results, with feedback helping to shape services and lessons from complaints driving further improvements. The not-for-profit landlord, which owns and manages more than 18,000 homes across the northeast of England, has recorded its highest Tenant Satisfaction Measures results. Overall

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Government procurement simplification welcomed by Pagabo Group CEO

Government procurement simplification welcomed by Pagabo Group CEO

By Amman Boughan, CEO at Pagabo Group. Members of the new Labour cabinet are busy making their arrival known, with announcements coming thick and fast. Procurement has been a frequent talking point for prime minister Andy Burnham since his resurgence and rise to the top of government. However, talking is

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Latest Issue
Issue 343 : Aug 2026

Kenneth Booth

London Charing Cross and Waterloo East reopen after railway carries out £20million programme of engineering work

London Charing Cross and Waterloo East reopen after railway carries out £20million programme of engineering work

Southeastern services have resumed, once again, at Charing Cross and Waterloo East after a 22-day closure for essential engineering work at the central London terminus. During the closure, engineers replaced almost two kilometres of 36-year-old track and the switches and crossings, the moveable rails that allow trains to switch paths, south of Hungerford Bridge. They also renewed the wheel timbers, the equivalent of sleepers when going over bridges, and completed structural repairs to sections of the Hungerford bridge’s steelwork before repainting it. Teams made full use of this once-in-a-generation closure to rebuild sections of platform at Charing Cross, removing 540 tonnes of concrete and installing more than 2,000m2 of glass-reinforced plastic. Working across all six platforms at once, they demolished sections, installed new steelwork and laid new surfaces. With Waterloo East closed, teams took the opportunity to complete work that could not be carried out safely while trains and passengers were using the station. They cleaned, treated and repainted the footbridge steelwork to protect it from the weather, and replaced window panels with self-cleaning glass that brings more light into the passageways and can be opened to improve ventilation. Network Rail and Southeastern, working together as the integrated South Eastern Railway, spent 18 months planning the closure and combined these essential renewals into one 22-day programme. The work will help keep the railway fit for decades to come, support a safer, better and more reliable railway at lower cost to taxpayers, and improve the customer experience at these central London stations. Completing the work in one extended summer holiday closure, when commuter numbers are around 20% lower, reduced overall disruption. This lowered delivery costs and gave passengers the benefits of the improvements sooner with the alternative options being 60 weekend closures or four separate nine-day closures. Scott Brightwell, Safety, Planning and Performance Director, South Eastern Railway, said: “We are pleased to have reopened the line between Charing Cross and London Bridge after 22 days of intensive work. “We know closing two of London’s busiest stations for more than three weeks caused inconvenience for many customers, I am sorry for any inconvenience and thank you for your patience. Completing this essential work in one 22-day closure, rather than over 60 weekends, allowed us to carry out station improvement works that would, otherwise, have been impossible to achieve.” “Our teams replaced track and platforms dating back to 1990s, completed essential structural repairs to Hungerford Bridge (over the Thames) and Waterloo East station improvements. “Thank you to customers for bearing with us whilst we complete the works and thank you to the hundreds of colleagues who worked 24/7 through the high temperatures.” Liz Baldwin, Southern Integrated Delivery Director, Southern Renewals Enterprise, said: “The successful completion of the Charing Cross and Waterloo East closure is one of the most significant achievements delivered by Southern Renewals Enterprise to date. It demonstrates the power of the Enterprise model, bringing together colleagues from across the SRE, Network Rail, Southeastern and our Ecosystem supply chain partners to safely deliver a huge volume of work in a single coordinated programme. “I would like to thank everyone involved for their professionalism, teamwork and dedication, particularly those who worked around the clock in extremely challenging temperatures. I’d also like to thank our passengers and local communities for their patience and understanding while these vital upgrades were carried out.” Building, Design & Construction Magazine | The Choice of Industry Professionals

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Costain to upgrade Thames Water treatment sites

Costain to upgrade Thames Water treatment sites

Upgrades will improve the resilience of critical wastewater treatment services. Costain, the infrastructure solutions company, has been awarded work by Thames Water to upgrade strategic treatment assets across the Thames Valley region. The award will see Costain complete around £150m of essential upgrades to wastewater treatment assets across 15 sites as part of Thames Water’s Wastewater Asset Assurance Programme (WAAP). Thames Water is undertaking its biggest ever upgrade of sewers and sewage treatment works in 150 years, with improvements planned at more than 250 sites across the region. Costain’s upgrade works will include modernising operations at inlet stations, improving the resilience of storm tanks and other repairs, modifications and upgrades to wastewater systems, and are expected to be completed during AMP8, which covers the period of 2025 – 2030. Costain’s upgrades will see it split the works into two regions, East and West, appointing a regional senior project manager for each region. The wastewater treatment sites in the Eastern section will include Barkway, Brentwood, Long Reach, Little Hallingbury, North Weald and Standon. The Western section will include Aldershot, Burghfield, Esher, Horley, Lightwater, Marlborough, Northleach, Waddesdon and Windsor. Costain is a long-term, trusted partner of Thames Water and was previously awarded contracts to upgrade strategic treatment assets in Markyate, Brickendon, Sandhurst and Selborne assets. Costain has also been involved in conducting clay compaction trials for The White Horse Reservoir, Thames Water’s new 150Mm3 reservoir in Oxfordshire which will provide a resilient water supply for up to 15 million people. Matt Bateman, Water Sector Director at Costain, commented: “We have a long-term, trusted partner relationship with Thames Water and this award is built on our excellent track record of identifying construction efficiencies and delivering best-in-class solutions. We’ll work closely with Thames Water and our supply chain partners to deliver these essential infrastructure upgrades, that will build resilience into the region’s critical wastewater system, efficiently and safely.” Tim Horton, Capital Delivery Director at Thames Water, added: “We are delivering the largest programme of investment in our wastewater network in more than 150 years, helping to improve resilience across our region and support a growing population. “Costain has a strong track record of safely delivering complex infrastructure projects and will play an important role in upgrading key treatment assets across these 15 sites. Together, we will modernise critical wastewater infrastructure, improve operational performance and help ensure we continue to provide a more reliable service for our customers and the environment.” Building, Design & Construction Magazine | The Choice of Industry Professionals

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A2Dominion appoints NEC as new housing management provider to improve services

A2Dominion appoints NEC as new housing management provider to improve services

A2Dominion appoints NEC Software Solutions (NEC) to provide housing management systems for its 70,000 residents. NEC Housing is the market leader in housing management platforms and will support the housing association as it manages more than 38,000 homes across London and Southern England. A2Dominion carried out a detailed and collaborative procurement process, and the partnership aims to strengthen data quality, improve operational efficiency, and enhance resident experience. NEC’s platform supports housing management, repairs, income, assets, insight and integration in one place – providing a clearer, more consistent view of homes, safety and planned work for both colleagues and residents. This joined‑up approach also supports housing teams by bringing resident information into one place – so whether a colleague is taking a call, opening a case or handing one over, the relevant customer context is immediately available. Priya Javeri, Chief Information Officer at A2Dominion, said: “We’re delighted to partner with NEC Software Solutions to implement our new housing management system.  “Throughout the selection process, NEC clearly demonstrated how their platform meets our requirements, supports the way we work, and offers real opportunities to improve our services for our customers and colleagues across the organisation. “I’d like to thank everyone involved in getting this over the line. The real journey begins now as we move into implementing the new system, and I’m confident our residents and colleagues will begin feeling these improvements soon.”   Roger Birkinshaw, Executive Director for government and housing at NEC Software Solutions, said: “Maintaining safe and comfortable homes is a vital public service, and one that is becoming increasingly complex. Our close working partnership with A2Dominion ensures that the NEC Housing platform can support staff to continue meeting the changing needs of residents across London and the South East for years to come.” The implementation period of the enterprise NEC Housing platform is now underway and the system is expected to go live next year. Building, Design & Construction Magazine | The Choice of Industry Professionals

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Laing O’Rourke and HMJV Land Key Packages on £1bn Grid Upgrade for AI and Data Centre Boom

Laing O’Rourke and HMJV Land Key Packages on £1bn Grid Upgrade for AI and Data Centre Boom

Laing O’Rourke and the Hochtief Murphy joint venture (HMJV) have secured major construction packages on National Grid’s £1 billion North West London Upgrade, a substantial infrastructure programme designed to strengthen electricity capacity and support the rapid expansion of data centres and digital infrastructure. The project will reinforce the electricity transmission network running between Bedfordshire, Hertfordshire and North West London, creating additional capacity to connect five new data centres with a combined electricity demand of 1GW. Laing O’Rourke has been appointed to deliver new and upgraded substations at Letchmore Heath, Elstree and St John’s Wood, forming a major element of the programme’s civil engineering and electrical infrastructure works. HMJV will undertake the installation of new 400kV cables and upgrade the existing transmission tunnel between Elstree and St John’s Wood. The wider supply chain will include Hyundai Electric, which will provide transformers and other major electrical equipment, while Siemens Energy will supply shunt reactors for the upgraded Elstree substation. Stretching from Sundon substation in Bedfordshire through Elstree in Hertfordshire and onwards to St John’s Wood in London, the programme represents a significant reinforcement of the electricity infrastructure serving the capital and surrounding areas. The works include upgrades at Sundon and a 35km reconductoring programme on the Sundon-to-Elstree overhead line. Elstree substation will be extended, a new substation will be constructed at Letchmore Heath and further reinforcement works will be undertaken at St John’s Wood. More than 200km of overhead line will be upgraded as part of the programme, while another 60km of new high-voltage cable will be installed through the existing 20km-long transmission tunnel between Elstree and St John’s Wood. The tunnel was originally designed with sufficient capacity to accommodate an additional transmission circuit, enabling National Grid to significantly increase capacity while making use of existing underground infrastructure. The investment comes as the growth of artificial intelligence, cloud computing and other digital services drives increasing demand for energy-intensive data centre developments, particularly around London and the wider South East. The ability to secure sufficient electricity connections has become an increasingly important consideration for the development and construction of new data centre campuses. National Grid’s programme will provide capacity for five new facilities while simultaneously strengthening the network for homes, businesses and future developments. National Grid said the investment will improve network resilience, unlock future electricity connections and reduce long-term constraint costs across the transmission system. The North West London Upgrade brings together major civil engineering, tunnelling, cabling, substation and electrical engineering packages within a single infrastructure programme. With Laing O’Rourke and HMJV taking leading delivery roles, the £1 billion investment will provide critical new capacity as London’s built environment responds to the continued expansion of AI and digital infrastructure. Building, Design & Construction Magazine | The Choice of Industry Professionals

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Panattoni submits plans for 1 million sq ft at Panattoni Park Maidstone

Panattoni submits plans for 1 million sq ft at Panattoni Park Maidstone

Panattoni, the world’s largest privately owned developer of industrial real estate, has submitted a hybrid planning application for Panattoni Park Maidstone, a major new 1.04 million sq ft industrial and logistics development in Kent. The application includes detailed proposals for the first phase, comprising two units of 100,000 sq ft and 150,000 sq ft. Outline permission is being sought for the second phase, which will provide customers with opportunities to secure flexible built-to-suit facilities tailored to their operational requirements. The 70-acre site at Lenham is a former manufacturing site being brought back into productive use. It is strategically located close to the A20 and M20, providing strong connections to London, the M25, and key ports serving the UK and continental Europe. The application follows an extensive programme of local consultation. More than 150 people attended a public exhibition in Lenham earlier this year, and feedback showed strong support for the proposals: nearly 85% of respondents backed redeveloping the site for employment use, and 98.5% agreed that redeveloping brownfield land was preferable to building on greenfield. The development will target BREEAM ‘Excellent’ and EPC A+ ratings, with buildings designed to support modern logistics, manufacturing, and distribution operations. Alongside the commercial floorspace, the scheme will deliver around 5km of new and improved roads, cycleways and footpaths, together with landscaping and enhanced public access across the site. Panattoni’s nearby scheme at Aylesford as evidence of the economic potential of industrial and logistics developments. Also a redeveloped Kent brownfield site, Panattoni Park Aylesford is now fully occupied and contributes an estimated £180 million a year to the local economy, supporting thousands of jobs. David McGougan, Senior Development Director for the South East at Panattoni, said: “This is a significant planning application that will unlock more than one million square feet of high-quality industrial and logistics space in a market where modern supply remains constrained. “The combination of immediately available units and flexible built-to-suit opportunities will allow us to respond to a broad range of customer requirements. Panattoni Park Maidstone is exceptionally well located for businesses serving London, the South East, and European markets.” Colliers, CBRE, and Vail Williams are the retained agents for Panattoni Park Maidstone. Building, Design & Construction Magazine | The Choice of Industry Professionals

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Landmark HSBC Canary Wharf Tower Set for £1bn Mixed-Use Transformation

Landmark HSBC Canary Wharf Tower Set for £1bn Mixed-Use Transformation

Plans have been submitted for a major retrofit of HSBC’s landmark Canary Wharf headquarters, paving the way for one of the world’s largest office building transformations. Canary Wharf Group and building owner Qatar Investment Authority have lodged proposals with Tower Hamlets Council to reinvent the 45-storey tower at 8 Canada Square as a new mixed-use destination combining offices, hospitality, leisure and publicly accessible spaces. While the development cost has not been confirmed, the ambitious project is expected to represent an investment in the region of £800 million to £1 billion. Designed by Kohn Pedersen Fox (KPF), the retrofit-led scheme will retain much of the existing 1.1 million sq ft structure while making substantial architectural interventions to reposition the former banking headquarters for its next generation of occupiers. A major feature of the design will be the transformation of the tower’s upper levels, where sections of the existing floorplates will be removed to introduce landscaped terraces and create a striking new profile on the Canary Wharf skyline. The redevelopment will retain significant office accommodation while introducing an 181-room hotel, restaurants and leisure facilities across the upper floors, reflecting the continued evolution of Canary Wharf from a predominantly commercial district into a broader mixed-use destination. At the centre of the proposals is the “Cloud”, a new publicly accessible destination across levels 42 and 43. Large sections of the upper floorplates will be removed to create a rooftop venue offering panoramic 360-degree views across London. At ground level, the redevelopment will also improve connectivity through the estate. A new north-south pedestrian route is planned through the building, creating a direct connection between the Elizabeth line station and Canada Square Park and helping to open up the tower to the surrounding public realm. HSBC is due to leave 8 Canada Square in 2027 when its existing lease expires, ahead of relocating its headquarters to the City of London. Strip-out works are expected to begin following the bank’s departure, with the main three-year construction programme scheduled to commence in 2028. KPF secured the commission after winning a design competition for the redevelopment in 2024. The shortlist is understood to have included Foster + Partners, the architectural practice responsible for the original tower, and Danish studio 3XN. The wider professional team brings together a number of leading construction and engineering specialists. Gardiner & Theobald is acting as project manager and cost consultant, Robert Bird Group is providing structural engineering expertise, while Sweco is responsible for MEP and sustainability consultancy. The proposals represent a significant example of large-scale adaptive reuse within the commercial property sector, retaining much of an existing high-rise structure while introducing new uses, modern building services, public spaces and extensive architectural alterations. If approved, the transformation of 8 Canada Square will mark a new chapter for one of Canary Wharf’s most recognisable buildings, demonstrating how major office towers can be repositioned to meet changing occupier requirements while supporting the district’s continuing shift towards a more diverse mix of workplaces, hospitality, leisure and public amenities. Building, Design & Construction Magazine | The Choice of Industry Professionals

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New Liberton High School opens doors to pupils

New Liberton High School opens doors to pupils

Cutting-edge building replaces existing Liberton High School as part of new community, lifelong learning and sports campus Staff and pupils at Liberton High School have started the new school year in their brand new state-of-the-art learning and community campus this week, after the building was handed over to the Council. Balfour Beatty was appointed by the Council to deliver the new building, which has been designed by jmarchitects. The new campus has been formed with the needs of learners in mind. To encourage collaborative learning, the school building features breakout and retreat spaces to offer pupils choice on where they want to work, socialise or take time out. Large windows fill the building with natural light, while helping to connect departments and classrooms with outdoor spaces. Internal spaces have been decorated with warm colours and light woods to create comfortable spaces for learning and coming together. Outdoor sports facilities include a new 3G synthetic rugby and football pitch and a multi-use games area. A new grass recreation area that can be lined for football or other sports activities will be added following the demolition of the former Liberton High School building. The 1,200-space school forms the centrepiece of the new Liberton Community Campus, a multi-purpose facility to help meet the needs of young people, their families and the wider community. Its spaces have been designed to allow all generations to come together in a number of ways, including a community café, library, GP surgery and workspaces for Council partners. New sports facilities operated by Edinburgh Leisure will feature bookable amenities for the whole community, including a fitness suite and dance studio. Information on when the other community facilities within the building will be ready for use will be published soon. The new Community Campus has been built to Passivhaus standard, minimising energy consumption and reducing the reliance on active heating or cooling systems, ensuring sustainable and eco-friendly construction. In addition to the Passivhaus design, the new school contains other sustainable features supporting the Council to meet its sustainability commitments. This includes measures to improve the air quality and thermal performance of the building which are vital to achieving Passivhaus certification. The new school building has been designed in line with the guiding principles of the Scottish Government’s Learning Estate Strategy and is one of the projects in the second phase of the Scottish Government’s Learning Estate Investment Programme, alongside the project to redevelop Wester Hailes High School. Children, Education and Families Convener, Councillor James Dalgleish, said: The opening of the new Liberton High School marks a major milestone for pupils, staff and the wider community. This building has been designed to be futureproof with sustainability at its core, and I’m proud that it stands as one of Scotland’s first Passivhaus secondary schools. The school’s leadership team has played a crucial role in shaping a learning environment that puts the needs of young people first, while also meeting our commitments to a net‑zero future. This project is however about more than just a school. It’s the foundation of a community lifelong‑learning and sports hub that will bring together education, public services and local amenities in one accessible place, from a Community Library to an NHS GP Surgery. This reflects our ‘Living Well Locally’ strategy, ensuring local services are co‑located where people need them most. Our aim is simple: to put local people at the heart of this campus, giving everyone the opportunity to learn, participate and thrive. I’m delighted that this exceptional new building will help to bring more local people in the community together, and we’re looking forward to announcing more about the new community facilities soon. Stuart Danskin, Project Director at Balfour Beatty said: As Balfour Beatty’s first Passivhaus secondary school and the centrepiece of the new Liberton Community Campus, the successful completion of Liberton High School demonstrates our expertise in delivering innovative and sustainable infrastructure that creates lasting value for communities. Building, Design & Construction Magazine | The Choice of Industry Professionals

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Lovell Renew and Amplius enter next phase of £58m social housing retrofit programme

Lovell Renew and Amplius enter next phase of £58m social housing retrofit programme

Lovell Renew and Amplius kickstart year two of their partnership REFURBISHMENT and retrofit specialist Lovell Renew has officially commenced the second year of its three-year retrofit partnership programme with social housing provider Amplius. As part of the £58m Wave 3 Warm Homes: Social Housing Fund programme, the contract will deliver extensive energy-efficiency improvements to homes across Northamptonshire, Nottinghamshire and Peterborough. Following a successful first year that saw 713 homes upgraded in 2025/2026, the partnership is now scaling up operations, to complete 750 in year two, 750 in year three and a further award of additionality to complete circa 1,500 additional properties within the same period. In total, the Wave 3 programme aims to improve more than 3,700 properties across Amplius’ portfolio by March 2028. Working with Amplius – a Strategic Partner with DESNZ, Lovell will also be improving approximately 250 more homes with Solar PV and battery installations taking us to almost 4000 upgraded properties.  Matt Hickman, refurbishment partnerships director at Lovell Renew said: “Reaching the start of year two in our Wave 3 programme is a fantastic milestone for our team and our longstanding partners at Amplius Living. The application for funding to complete a further 1,800 homes also showcases the confidence in the partnership and our ability to deliver people-focused retrofit at scale and pace.   “Having set high standards during Wave 2, we’re proud to build on that foundation and continue delivering high-quality, resident-focused decarbonisation across Northamptonshire, Nottinghamshire, and Peterborough. We also understand that retrofit is about far more than lowering carbon emissions, focusing on how we can improve people’s lives, tackle fuel poverty and make homes warmer and healthier. “ The Wave 3 programme builds on the successful completion of the earlier £15m Wave 2 contract, where Lovell Renew upgraded 260 properties in 2024/2025 installing more than 3,000 energy measures. That initial phase achieved a 98% resident satisfaction score (against a 95% target), 99.6% waste diversion from landfill and a 100% success rate in raising energy performance ratings from D-G up to EPC C or higher.   Through a full PAS 2035 turnkey approach, homes are benefiting from a comprehensive suite of measures– including external and internal wall insulation, loft insulation, high-efficiency windows and doors, solar PV, air source heat pumps and AICO environmental monitoring sensors.   Fallon Warren, head of asset optimisation, sustainability and commercial facilities at Amplius said: “Building on the success of our first year, we’re delighted to continue our partnership with Lovell Renew as we enter the next phase of our Warm Homes programme. What makes this partnership so successful is our shared vision and passion for delivering retrofit the right way – not simply installing energy efficiency measures, but creating safer, healthier and more affordable homes while putting our customers at the heart of every decision we make. “Together, we’ve developed a collaborative approach that focuses on quality, resident engagement and long-term outcomes, ensuring customers are supported throughout their retrofit journey. As we significantly increase delivery over the coming two years, we’re confident that by continuing to work together we can improve thousands more homes, reduce fuel poverty, lower carbon emissions and leave a lasting positive impact on the communities we serve.” Lovell Renew has also consistently prioritised social value within its programmes by employing a local supply chain and promoting material reuse and recycling. Outside of physical works, the team heavily invested in the community, completing initiatives such as coffee mornings and drop-in days for residents to give feedback, school engagement sessions focused on sustainable construction careers and environmental responsibility and making Christmas donations of selection boxes across the delivery areas.   In addition, Lovell Renew has been working with ‘Stop Social Housing Stigma’ – a tenant led campaign that celebrates the value of social housing, acting to breakdown the stereotypes and stigma associated with being a social housing tenant. For more information, visit: https://corporate.lovell.co.uk/lovell-renew Building, Design & Construction Magazine | The Choice of Industry Professionals

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listening to customers helps believe housing achieve record satisfaction levels

listening to customers helps ‘believe housing’ achieve record satisfaction levels

Housing association believe housing has achieved its best ever customer satisfaction results, with feedback helping to shape services and lessons from complaints driving further improvements. The not-for-profit landlord, which owns and manages more than 18,000 homes across the northeast of England, has recorded its highest Tenant Satisfaction Measures results. Overall satisfaction rose from 78% in 2024-25 to 82% in 2025-26, while satisfaction with repairs increased from 76% to 85%. More customers also said they feel safe in their homes, up from 82.3% to 84.9%, and that they are treated fairly and with respect, up from 83.1% to 86.2%. The results reflect the work believe housing has done to listen to customers and act on what they say. But the organisation says there is always more to learn and is continuing to gather insight from customer feedback, comments and complaints. One way it is doing this is through its new Customer Complaints Panel, established in November 2025. The panel brings together customers who want to use their experiences to improve complaint handling, learn from complaints and help ensure the Housing Ombudsman’s Complaint Handling Code is followed. Members have received training on believe housing’s complaints policy, the Code and what good complaint handling looks like in practice. Meeting at least every three months, the panel reviews performance information, explores customer journeys and identifies learning from complaints and feedback. Members will also hear from colleagues across the business to understand how customer insight can help improve services. The panel helps believe housing understand what is working well, where improvements are needed and what actions should be taken next. Louise Taylor, Executive Director of Governance and Strategy at believe housing, said: “These are our best ever Tenant Satisfaction Measures results and they reflect the commitment of colleagues across believe housing to do the right thing for customers every day. “We’re particularly pleased that more customers told us they are treated fairly and with respect. Feedback regularly highlights the professionalism, kindness and commitment of our colleagues, and that’s something everyone across the organisation should be proud of. “But our focus is on continuous improvement. Whether customers tell us we’ve done something well or raise a complaint when we’ve fallen short, every conversation gives us valuable insight. “Customer feedback helps shape services, while the learning we gain through complaints helps us understand where we can do better. “By listening to customers and acting on what they tell us, we can continue to provide healthy homes, a quality service and a better customer experience.” Customer feedback is already helping believe housing improve services, shape policies and communicate more clearly. During 2025/26, customers shared their views through more than 6,000 feedback survey responses, 1,164 Tenant Satisfaction Measures survey responses, consultations, co-design projects, workshops, app and portal testing, and Customer Complaints Panel meetings. The latest Tenant Satisfaction Measures results are available on believe housing’s website at tenant satisfaction measures | believe housing believe housing customers who would like to share their views and help shape services can find out more at get involved | believe housing Building, Design & Construction Magazine | The Choice of Industry Professionals

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Government procurement simplification welcomed by Pagabo Group CEO

Government procurement simplification welcomed by Pagabo Group CEO

By Amman Boughan, CEO at Pagabo Group. Members of the new Labour cabinet are busy making their arrival known, with announcements coming thick and fast. Procurement has been a frequent talking point for prime minister Andy Burnham since his resurgence and rise to the top of government. However, talking is one thing and issuing a procurement policy note (PPN) is another. With that in mind, we wholeheartedly welcome and are encouraged by the direction of travel that the government is embarking on with the announcement of PPN 026 – the social value model – this week. The direction of travel, to simplify the model, helps to cut the red tape that locks smaller firms out, and focuses squarely on jobs, skills and community impact, which is what the Pagabo Group has been championing for a decade across wider public procurement. Continued simplification of an industry that is often overcomplicated can unlock so much opportunity. As our strapline goes: ‘Simply better procurement.’   Our focus has always been on helping the public sector deliver outcomes faster and creating impact where communities need it most. The government wants to back British jobs and skills in every postcode, so that’s exactly what its new weighting in public contracts will help achieve. Though it’s vital that social value is measured and proven, not just promised, as we’ve been advancing through our digital operating system. We don’t have long to wait until the rules begin to apply and we stand ready to be a partner in leading the change that the government wants to see. Building, Design & Construction Magazine | The Choice of Industry Professionals

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