Service Guide - Luton service... · 585 heating upgrades 675 kitchen renewals ... n Multi-storey rubbish chute clearance ... customer service is of the highest standard

Service Guide

Making a Visible Difference

MAKING A VISIBLE

DIFFERENCE

Luton Traded Services is an exciting new organisation delivering services for clients across both public and private sectors. Our experienced and dedicated team offer a professional and cost effective range of services, with a proven track record of delivery. With experience of working with multi-million pound budgets across a number of sectors we have the knowledge and skills to ensure we deliver you a high quality service at competitive prices.

01582 546265 [email protected]

cONTeNTS

2 Building control3 Building and Technical Services 4 cleansing5 community involvement Services6 consultation and engagement7 customer Service Solutions8 disability Access9 dog Wardens10 equality and inclusion11 events12 excellence Partnership14 Fleet16 Green Space Solutions 17 Health and Safety18 infrastructure20 Major Transport Project Management22 Marketing and communications23 Parking Solutions24 Passenger Transport25 Pest control26 Property and estates27 research and Geospatial information Service28 revenue Solutions29 Secretariat Solutions30 Training31 venues

1Making a Visible Difference

Building ControlWe offer our Public and Private Sector clients a range of services relating to construction industry regulation and apply our unique blend of experience and expertise in a way that best meets corporate objectives.

WHY cHOOSe uS? n We work to all statutory and legislative requirements n Committed and trained staff n No set-up costs n Professional memberships to bodies (MIStructE and MRICS) n Use of up-to-date software to help us deliver the best possible results n Proven track record working on a large range of projects including most recently with Dacorum Borough Council

The LTS Building Control Consultancy team has many years experience in dealing with all aspects of Building Control and can advise on development projects as part of the design team or, alternatively, as the statutory building control body in partnership with the local authority.

2 Making a Visible Difference

Client Advice Our experienced surveyors provide professional advice for clients seeking informal, non-statutory or pre-application guidance in advance of a formal submission for regulatory consent.In a similar way we can contribute to strategic options assessments helping to ensure proposed building work is code compliant and provide advice to assist the client in making an informed decision when undertaking costing/feasibility studies.

Building Regulation Service

As legislation becomes increasingly complex, our corporate clients find our upfront building regulation plans assessments and technological advice highly beneficial to delivering successful projects on time and within budget.

Our collaborative style and cooperative approach means that we can work to tight timescales and contribute positively to the most demanding building projects. Through our partnership with LABC and local authorities throughout the Country we are able to provide a national service to our customers.

Principal market sectors:

n Domesticn Commercialn Healthn Educationn Retailn Public Sector Assets

Safety at Sports Stadia Service

The LTS Safety at Sports Stadia team provides specialist advice to Councils, and to event coordinators, on the standards required and on how to manage any deficiencies discovered that would adversely affect the level of safety provision.

We provide:

n During performance inspectionsn Advice regarding General Safety Certificatesn Professional witness n Mentoring inspecting officersn Advice to safety advisory groupsn Commercial new build and refurbishment

Building Control Management Consultancy

The LTS Building Control Management Consultancy provides independent advice to local authorities during the strategic options stage and can act as interim management during the implementation phase ensuring business continuity and team stability are preserved throughout the transition.

We provide:

n Advice on setting charges transparently and effectivelyn Independent advice on proposed business change optionsn Interim managementn Business Continuityn Corporate Governance

LTS Building and Technical Services currently maintain thousands of homes as well as commercial premises across the borough of Luton and beyond. We provide a wide range of services to our customers and offer over 30 years experience in responsive and planned works. We also endeavour to be much more than a contractor and aim to provide all aspects of Asset Management services. Our experienced and multi-disciplined Asset team have considerable experience of remodelling existing premises and building new properties. We employ 227 staff including 155 multi-skilled trade operatives across a broad range of core trades ensuring premises and estates are improved and maintained for continual operational use. Our extensive experience provides us with a proven track record of success and an ability to offer value for money for our clients, which have grown considerably to include social landlords that operate in Luton and neighbouring counties. We have recently completed a new housing development project.

n Responsive repairsn Design and Specificationsn Planned & Cyclical Works n Contract managementn Commercial refurbishmentsn Asbestos managementn 24 hours emergency responsen Voids managementn Surveying servicesn Public building maintenancen Asset managementn Major programme installationsn New Builds and conversionsn Remodelling / Refurbishment Improvementsn Electrical installs and repairsn Aids & adaptationsn Technical advice and statutory compliancen Energy efficiency

ServiceS We cAN PrOvide WHY cHOOSe uS?

n Customer focus n Managing circa £25m worth of contracts annually n Over 30 years experience in repairs and maintenance n Proven track record of success n A dedicated Repairs Control Centre n Planning and Appointment scheduling n Mobile working n Van Trackers ensure maximum customer benefit n Locally based employer n Annual Apprenticeship scheme n Fully qualified and experienced staff


Building and Technical Services

in 2012-13 We carried out: 324 rewires 585 heating upgrades 675 kitchen renewals 375 bathroom renewals 193 window renewals 92 door replacements 237 energy efficiency related works 29,044 day to day repairs

CleansingThe Luton Traded Services cleansing team focuses on providing solutions and services to meet all of your cleansing and maintenance needs. The services we offer range from smaller tasks such as one-off graffiti removal, to large-scale weekly refuse collections. We can offer a large range of services at a very competitive price, each conducted by highly experienced and well-trained staff. Our services are offered with a flexible commitment depending on your specific requirements and to ensure all your needs are met. We pride ourselves for performing services at a high standard and recently the cleansing unit was recognised by the National MJ Awards (2013) for our exceptional service delivery and customer satisfaction rates.

We ensure that all tasks are fully risk assessed, with safe working practice, and are fully insured. The cleansing unit uses the latest E.U. legislation to ensure compliance for vehicles, plant equipment, and chemicals. The Luton Traded Services Cleansing team can therefore provide a one-stop shop for all your cleansing and refuse needs, gaining a reputation for offering expertise and advice at very competitive rates.

n Mechanical and manual sweeping to remove litter and debris from both highway and housing landn Maintain and clean town centres and shopping parades including all major shop fronts, 7 days a weekn Special event clearance and maintenancen Event waste management providing bins and litter picking servicesn Car park cleaning and maintenancen Gully pot cleaning and maintenance (programmed or one-off cleaning)n Weed removal and treatment programmen Graffiti removal, with protection and advicen Fly-tipping removaln Dawn patrol – removal of drug needles and sex industry itemsn Pressure washing / Steam cleaning of hard services and wallsn Multi-storey rubbish chute clearancen Winter maintenance programmen Garage clearance

n Clean and maintain market areasn Emptying and servicing public litter and recycling binsn Collection and servicing of: n Domestic bins n Recycling bins n Glass bins n Green waste n Clinical collections n Trade waste – commercial waste n Trade recycling n Bin delivery and collection service

ServiceS We cAN PrOvide

WHY cHOOSe uS?

n Our staff are trained to NVQ level 2 in cleansing n Our team has constantly achieved excellent independent inspection rates (NI 195) n We can offer a wide range of services n Our team has a vast amount of experience and a proven track record n Safe working practices n Flexible on undertaking tasks n Recognised by the National MJ Awards 2013


Community Involvement Services

Community Involvement Services in Luton provide a wide variety of services to help you work with and within your communities. We can provide solutions that can help you meet your Corporate Social responsibility (CSR) to provide benefit for the community and help build team morale. We have extensive experience in working with councils, private and third sector partners. We use a range of methods to achieve a strong sense of community spirit and involvement.

engagement with communities is of growing importance to all organisations. it offers the opportunity to connect and to provide real benefits for people. There are many ways in which you can encourage the whole community to work with you and our expert team will help you find the best means of doing so. We can then help you devise a plan and make it happen.

ServiceS We cAN PrOviden Community Festivalsn Quizdom (interactive ‘ask the audience’ voting)n Capacity build community groups to get projects off the groundn Development and delivery of ‘one-off’ community projectsn Neighbourhood Governance (encourages and assists communities to shape services and influence change in their neighbourhoods) putting local people at the forefrontn Participatory Budgeting decision day events – where people vote on which projects they would like funded to address local issuesn Volunteering using a multi pronged approach we can build a programme that offers volunteers a placement that will meet their needs as well as your organisations by providing formal qualifications or specialist training


We can help you identify what information you actually need, design your survey, advise on increasing participation, analyse and report the results and findings. We can also help you avoid costly legal challenge through robust and transparent consultation. Recent examples include:

n Staff surveysn Perceptions of Luton surveyn Review of Wellness Servicesn Neighbourhood Governance residents surveyn Budget consultations including library service

Consultation and Engagement

If you want to find out what your customers think of your service or ask people about a change you want to make, you need to speak with our consultation Team. We have a wealth of experience delivering meaningful consultations on a huge array of subjects.


The team works with public sector partners to manage an online consultation portal, http://consult.luton.gov.uk/portal where residents of Luton & Bedfordshire can:

n Register their detailsn View current and past consultationsn Give their views / respond to surveys / see what other people have saidn See what’s been done as a result

We offer resources to help partners make the most of the portal. This service includes training portal administrators.

Our team can also offer training in the design of qualitative survey methods and are experienced trainers and facilitators for engagement events.

We also welcome enquiries from potential portal partners.

Customer Service Solutions

We are in the business of serving customers well. From fast turnaround, high volume enquiries to complex one to one issues, our team has a proven track record in delivering solutions.We also specialise in service migration, back office integration, web transformation and channel shift. Whether you are a private company or a public sector organisation, our team can offer you a range of options to help ensure your customer service is of the highest standard.

We can help you identify areas for improvement within your existing offering, along with potential cost savings that can be delivered through genuine efficiencies rather than cuts to service levels.

We also offer the facility of dealing directly with your customers, for example through call management and face-to-face support.

We have a dedicated, driven team committed to delivering not just customer service solutions but customer service excellence.

n Maximising resources and improving servicesn Identifying and delivering cost savingsn Service migration and back office integrationn Delivering services directly to customers, stakeholders and suppliersn Designing and implementing service user filter systems to meet customer needs and avoid repeat visitsn Improving the online offer


WHY cHOOSe uS? n Proven track record in dealing with customers, stakeholders and suppliers n Experience in dealing with a wide range of complex services n 2013 finalists in the Local Government Chronicle Customer Service Team of the Year awards n Consistently measured in the top quartile of mystery shopping surveys n Continual, and measurable, year on year increases in customer satisfaction at Luton Council – both internal and external n Passionate about delivering top quality customer service n Committed to constantly driving performance improvements



The Luton Traded Services disability Access team offers an essential service to help your company meet the requirements of the equality Act 2010, in particular, legislation referring to making reasonable adjustments to your buildings. disabled People in the united Kingdom have a potential spending power of £80bn so it is more important than ever to ensure your buildings are accessible to all. The service we provide will enable you to meet your responsibilities under the equality Act (2010).

Our experienced and qualified team will tailor the service we provide you based upon your needs. This will range from providing information and advice through to supporting an extensive programme of building works. We can support by phone, email or meet face-to-face in your business environment.

We will ensure your building is as fully accessible as possible for disabled people, if this is not currently the case and recommend the most practical and cost-effective methods available at this time.

We have more than 30 years experience in the field of disability and access and have practical experience in auditing facilities that range from listed buildings to small shops. We can offer further assistance by also being able to support you with any future planning and building proposals.

WHY cHOOSe uS? n Over 30 years experience in disability and access n Proven track record working with buildings of all sizes n Friendly team led by a fully qualified manager with MSc in Disability Management in Employment and Rehabilitation, as well as being a member of the Chartered Management Institute n Able to assist with the requirements of planning and building regulations n Will offer cost effective solutions to deliver the most value possible

n Advice and guidance on disability accessn Access audits for buildings and servicesn Assessment of Design and Access statements

Disability Access

n Design Appraisalsn Guidance on inclusive designn Destination Audits



Dog Wardens

We have a number of years experience in delivering advice and support to other professional bodies such as local authorities and the police force. We have also delivered a number of training programmes, courses and presentations on a vast range of subjects including safeguarding children, working with dangerous dogs and responsible ownership.

The Luton Traded Services dog Warden team deliver a wide range of services to customers within both the public and private sectors. Our staff have over 40 years experience and offer a professional and unique approach ensuring our services deliver excellent results and value for money.

WHY cHOOSe uS? n Skilled and experienced team n We deliver a wide range of services to an exceptional standard n Foot-print for maintaining Gold Standard service for the last 5 years n Our award winning services (Kennel club and RSPCA) n We have presented at the annual RSPCA Status Dog Summit

n Training to promote safe practices and protocols when working around dogs n Training in relation to safeguarding children regarding dangerous and abused dogs n We run courses in schools and colleges on a range of subjects including breed history and standards n Advice and training around dog nutrition n Transportation of dogs n Identify, promote and advice on responsible dog ownership n Micro-chipping services to the public, dog clubs and other partners such as local authorities n Assisting and advising the police force in dealing with dangerous dogs n Dealing with stray dogs n Advice and training in relation to legislation around dogs


equality and inclusion

every organisation has a duty to ensure adherence to the equality Act (2010). in addition public sector organisations are required to comply with the Public Sector equality duty and ensure due regard is given to service users and employees. Sound, robust policies and procedures ensure services are provided in a targeted and equitable way and also protect you from legal challenge.Making a statement about your commitment in this area is the easy bit. Putting these measures into everyday practice is however a huge challenge.Our team has enviable expertise in this area. We can help ensure that everyone in your organisation is aware of their responsibility and has the knowledge, systems and tools they need.

We can:n Deliver training in relation to equality, diversity, social inclusion and cohesion and the implementation and analysis of impact assessments ensuring staff our up to date with legislation and the organisation has a culture of equality of opportunity and fairness of outcomes for all n Help organisations meet statutory equality obligations by providing monitoring, evaluation and reporting n Advise, support and review your impact assessments. We can also quality proof all analysis of impacts undertaken, particularly in regard to policies, strategies and financial decisionsn Support the production of templates, policies and procedures to meet the obligations


The Luton Traded Services events team have extensive experience in delivering a diverse range of events. We have a proven track record hosting events including corporate functions, conferences, award ceremonies and outdoor events.

We build a specific package to meet all your needs and deliver your objectives, within budget and to the highest quality. Our team are on hand to manage every aspect of your event from the initial planning and set up through to post event thank-you letters and conference reports.We have an extensive contact list giving us access to excellent negotiation rates with third party suppliers. This includes everything from guest speakers to venues allowing us to offer greater value for money. We have a great deal of experience in running PR and media campaigns as well as a proven track record securing sponsorship.

Events

WHY cHOOSe uS? n Exceptional organisational skills n Attention to detail ensuring your event runs successfully and to the highest possible standard n A proven track record n Advice on legislation such as disability access, licencing and use of public space n Knowledge and advice writing risk assessments, health and safety and crowd management

n Internal events – staff away days, openings, training events, launches etc. n Outdoor events – concerts, food & craft festivals, themed events, sporting events, summer receptions n Award ceremonies – staff, public sector or privately hostedn Conference organisation – sourcing venue, delegate management, conference packs, welcome packs, post event information



In just three years, LEx has delivered service re-modelling and genuine efficiency savings of £58.5 million right across the organisation, with minimal negative impact on the frontline. Indeed, with LEx’s help, many teams have raised productivity and improved service delivery.

We have delivered substantial measureable benefits – including cost savings - in a wide range of operational areas:

Excellence PartnershipWe are a transformational, efficiency & change management consultancy for public sector organisations. The partnership is the trading arm of Luton Excellence (LEx), Luton Council’s in-house improvement team, who lead the authority’s transformation and savings programme.

n Programme and project management: professional, focussed and effective n Financial management: robust, evidenced and prioritised budget planning with unplanned growth kept to a minimum n Change management: helping your organisation move positively through change, with staff fully engaged n Agile working: new technology, new ways of working and new behaviours that deliver efficient solutions n Channel shift: 24/7 services, cost effective and more accessible, supported by streamlined business processes


n Business and corporate supportn Adult social care n Children’s servicesn Customer contact centresn Educationn Environment & regenerationn Healthn Housingn Revenue & benefitsn Voluntary and community sector


Working closely with senior and middle managers, we have gained trust and enabled a major step-change in the

organisation’s understanding of the need for rapid transformation, along with an appetite to deliver it. At member level, we have

secured strong cross-party support for transformation objectives.

Through a strong communications programme, we have ensured that all staff know and understand what is happening and why. A high level of employee

awareness and engagement was recognised by the Local Government Association in a peer review conducted in the summer of 2013.

We understand the public sector and the environment in which it operates. Keeping the needs of your organisation - and its customers - in sharp focus, we can help you drive out waste and duplication,

improve efficiency, productivity and cost effectiveness.

We have the experience, drive and commercial skills to help deliver this and achieve positive outcomes.

WHY cHOOSe uS? We have a strong, demonstrable track record in transforming services and delivering positive, cost effective outcomes.

n We know the public sector market n We offer a wide range of skills, expertise and knowledge n We know the issues: growth in demand, diminished resources, welfare reform, debt, social care, early intervention, partnership working, health integration n We know what works n We are innovative n We work quickly and deliver value for money, not the usual flannel

We offer experience, expertise and empathy, along with motivation, enthusiasm and a commitment to public service excellence. We firmly believe in knowledge sharing. Evidence based, we are driven by results.

We have a wide range of skills and experience, including:

n Business analysis n Lean methodology n Forensic accountancy n Cost reduction n Process mapping and re-engineering n Programme and project management n Prince2 n The management of change n Employee communications and engagement n Business to business communications and marketing n Public and media relations n Training, coaching and team building

Our work has been recognised at a national level. Currently, we are responsible for over 300 separate transformational or savings projects for the council. All our services are outcome based, offering efficiencies, cash savings or both. We understand your business. We want to work with you and your teams to find solutions that deliver what you need.


WHAT Our cuSTOMerS SAYThe Luton Traded Services Excellence Partnership is absolutely central to reshaping and re-engineering the organisation to ensure our continual sustainability. The transformation programme has delivered increased productivity and an organisation that, despite being 800 members of staff smaller, is still delivering high quality services. Without the Luton Traded Services Excellence Partnership team’s high quality, high momentum delivery of the programme we would already be in a position of having to deliver cuts that would impact the most vulnerable in our society.Robin Porter, director of commercial and transformation services

Luton Traded Services Excellence Partnership have bought an invaluable external perspective to the whole system review of our adoption and fostering service as well as specific skills in project management, marketing and communication.Hilary Griffiths, head of specialist family support services

Luton Traded Services Excellence Partnership provides me with the right mix of challenge, knocking corporate heads together, excellence in programme management and governance, combined with a thorough understanding of the organisation. This could not be achieved with either departmental based transformation teams nor from external consultants. The success of Luton Traded Services Excellence Partnership has been underpinned by sound political and managerial skills with a level of inventiveness, which is great to work with.Sue Nelson, head of revenues, benefits and customer service

Fleet

Working from our 13 bay facility at the Kingsway Depot, we have highly trained staff available to help with anything from offering general advice, through to repairs, servicing, inspections and a host of other fleet requirements. Take away your worries? With a proven track record in the fleet management and maintenance of a host of vehicles, plant and equipment we can truly offer you that one-stop solution for all your fleet needs.

Our flexible and friendly team of highly trained staff pride themselves on delivering excellent customer service and value for money, offering a range of services to meet all your needs.

The Luton Traded Services Fleet team can offer a wide range of services to help you manage and maintain your Fleet of vehicles.


n repair and MaintenanceOur experienced and well-trained team are able to offer its repairs and maintenance services, whether you require a one-off repair or regular servicing our team is here to help.

n inspection ServicesOur 4 bay MOT testing facility offers testing to class 4, 5 and 7 vehicles. Both our team and facilities comply with regulations set out by the Government Vehicle Operator Services Agency (VOSA) have been awarded the standard of a GOOD service provider in independent inspections. n Fleet Management and Advice serviceOur highly experienced team can offer a range of fleet management and advice services. Our aim is to help you ensure that your fleet and operations are working to their maximum potential delivering the results that you require to run a profitable and successful business.

n Supplier ServicesOur team can help you purchase a large range of items that you may need whilst running a fleet of vehicles at competitive prices.

These include:

n Vehicle plant and equipment components and accessories n Vehicular components around health and safety e.g. fire extinguishers, beacons, and first aid kits n Personal protective equipment n Fuelling facilities including bunkered diesel and fuel cards n Commercial vehicle washing facilities, both topside and under-chassis inspections

WHY cHOOSe uS? n Our team offers a variety of services performed by fully qualified staff n We offer excellent facilities to ensure all work is completed to the highest possible standard n We take the time to connect to our customers to truly understand your needs, allowing us to only deliver the services that you truly need n Our vast range of services can offer a one-stop shop for all your business needs n We have extensive experience in repairs and servicing of a large and diverse range of vehicles and equipment



We offer a range of customer focused and flexible solutions including total management packages, consultancy, interim management and delivery of a wide variety of horticultural, grounds maintenance and tree services.

Our highly skilled and experienced team are able to advise and support you with facilities management, funding applications and the planning, development and delivery of improvement projects to assist you in meeting the needs of your customers.

We have an ongoing commitment to training and investment in quality up-to-date equipment enabling us to achieve the best possible results. Our proven track record enables us to give the highest levels of care and service evidenced by the achievement of Seven Green Flag Awards and an ISO 9001—2008 accredited Quality Management System.

Green Space Solutions Green Space solutions specialise in the management and maintenance of sports grounds, parks and open spaces to deliver opportunities for people to experience the health benefits of green space.

n Parks and gardens n Grounds Maintenance n Landscaping n Sports Turf n School Grounds n Trees n Allotments (Management and administration) n Outdoor sport and Play facilities n Churchyards and cemeteries n Nature Conservation

WHY cHOOSe uS? n Highly skilled and experienced team n Quality up-to-date equipment n Many of our sites achieve the Green Flag Award (the national quality indicator for parks and green space) n ISO 9001—2008 accredited Quality Management System



Our experienced team provide practical, sensible and cost effective advice and can tailor the service to specifically meet your needs.

The Luton Traded Services Health and Safety team offers a variety of services to assist your company to meet the requirements of health and safety legislation and to advise you on how to discharge your legal health and safety duties as an employer.

Health and Safety

WHY cHOOSe uS? n Highly skilled, professional and experienced team n Tailor made packages to reflect your business needs n Our team has excellent knowledge of health and safety legislation and its application to provide cost effective, proportionate solutions n We have had extensive dealings with enforcement agencies n A proven track record in delivering training, including accreditation to professional organisations


n Advice on developing health and safety policies to meet your business needs n Advice on undertaking risk assessments and accident investigations n Guidance and assistance on the completion of workplace inspections and audits n Provision of health and safety training courses, for example risk assessments, manual handling, fire safety and control of substances hazardous to health n We can also offer a range of Chartered Institute of Environmental Health (CIEH) accredited training in food safety and health and safety n Noise and vibration surveys


LTS Infrastructure is a partnership between Luton Traded Services, the commercial arm of Luton Borough Council and VolkerHighways, an established highway service contractor.Together we offer a comprehensive and dynamic package of highway services including design, management and maintenance of all elements of the road network.Built on the experience of successfully managing and maintaining the highway network within the Borough of Luton for the past 18 years and the successful delivery of a number of high profile Public Realm and Civic Amenity projects, LTS Infrastructure can extend this knowledge and expertise to areas outside of the Borough boundaries.

LTS Infrastructure can offer both public and private sector clients a unique blend of Highway Authority expertise and reliability with the safe, effective delivery capabilities of a major highway contractor. The positive reputation earned by both organisations reflects a superior quality of work, strong relationships, and the commitment to efficiently deliver all projects to a high specification, on schedule and within budget.

LTS Infrastructure will offer a high quality design and delivery service, within a safe working environment, to clients requiring a wide range and scale of highway infrastructure expertise.

Infrastructurea partnership with


Delivery:n Carriageway Constructionn Street Lighting Installationn Specialist Surfacingn Landscapingn Fencingn Traffic Signal Installationn Traffic Managementn Car Park Construction

Maintenance:n Routine Inspectionsn Emergency and remedial actionn Insurance advicen Structures Maintenance


WHY cHOOSe uS?You will be benefiting from a partnership that has grown through 18 years of working closely together delivering a range of work from a pothole repair to public realm projects worth over a million pounds, from relighting a housing estate with state of the art technology to designing a lighting scheme for a new car park; water features, seating, fencing, playgrounds - if it’s public realm or the built environment LTS Infrastructure has the experience.

n Integrated Service – we offer a full comprehensive approach including design, delivery and maintenance n Compliance – the reassurance of achieving full authority recognised standards n Reliability – the confidence that goes with employing a partnership involving a highway authority and a major highway delivery organisation n Flexibility – each project, no matter the scale or nature, will receive the same levels of professional expertise and commitment n Cost – the ability to supply an all-inclusive service will reduce overall project costs n Relationships – LTS Infrastructure recognise the importance of relationship building as the partnership is a culmination of over 18 years of close collaboration

Professional:n Highway Designn Project Managementn Drainagen Street Lighting Design and Modellingn Traffic Regulation Ordersn Traffic Signal Designn Road Safety Audits and Analysisn Temporary Traffic Managementn Planning Application assistancen Car Park Designn Development adoption assistance n Playground design and maintenance


01582 503 500 [email protected] LTS Infrastructure is a partnership between Luton Borough Council and Volker Highways

This includes the preparation of funding applications for larger projects to advice and guidance in areas such as planning applications. We will either manage the work of a variety of consultants and contractors appointed by you or alternatively we could procure these on your behalf. We can work in partnership with your in-house highways / transport team to your specification or we can utilise other LTS teams such as LTS Infrastructure as required.

Our project management experience is founded on the successful delivery of a number of major transport projects (schemes of up to £100 million) in particular:

Major Transport Project Management

The Luton Traded Services Major Transport Project Management team offer a range of services in the development and implementation of transport projects from small junction improvements to major transport schemes.


East Luton corridor (£22m) A mix of on-line dualling and new dual carriageway route to London Luton airport, involved multiple highway and planning authorities and multiple Network Rail possessions. Statutory procedures involved Highways Act Orders and Compulsory Purchase Orders (CPOs) Funded by Growth Area Fund (GAF), Community Infrastructure Fund (CIF) and Section 106 contributions.

Luton Dunstable Busway (£90m) A segregated guided Busway to improve bus journey times in a congested corridor, including Real Time Passenger Information and level boarding at approximately 200 stops. It involved multiple local, highway, planning and technical approval authorities, including Network Rail and the Highways Agency. Statutory procedures involved Transport & Works Act, General Vesting Declarations and Open Space applications (Section 19 certificates). Funded by DfT Major Schemes funding, GAF and Section 106 contributions.

Luton Town Centre scheme (£24m) A largely single carriageway completing the town centre ring road requiring multiple Network Rail possession to construct a new railway bridge and retaining walls. Statutory procedures involved Highways Act Orders and CPOs. Funded by DfT Major Schemes funding, GAF and S106 contributions.

WHY cHOOSe uS? n Dedicated team with extensive experience of promoting and delivering schemes through Transport & Works Act, Development Consent Order, and Highways Act / Compulsory Purchase Orders n Knowledge and experience of working with most of the major consultancy firms n Capability to include land acquisition services n Experience of partnership working with the Highways Agency and Network Rail n Flexibility in working with your in-house teams / consultants to your requirements n Benefit from optimised rates for civils contractors and real time passenger information

n Advice and guidance with statutory proceduresn Preparing funding bidsn Scheme developmentn Preparing Planning Applications and signing off Planning Conditionsn Procurement and management of contractors / consultantsn Liaison with third parties such as Network Rail / Highways Agency as requiredn Project Governance arrangements, both in development and delivery phasesn Contract Managementn Liaison between the Contractor and your Streetworks Coordination teamn Preparing Benefits Realisation Strategies and Evaluation Plansn Preparing for a Gateway Review undertaken by Local Partnerships

We cAN PrOvide


M1 Junction 10a improvement scheme (£30m) Grade separation of an existing very congested roundabout, involving multiple local, highway, planning and technical approval authorities including the Highways Agency. Statutory procedures involved Development Consent Order. Funded by Regional Growth Fund, GAF and developer contributions.

Luton bus-rail interchange (£2m) High quality bus interchange with measures to improve passenger security (real time passenger information, help points, and CCTV) connected to control centre in the town hall, and passenger drop-off area requiring co-ordination with Network Rail. Statutory procedures included Highways Act Orders and CPOs. Funded by GAF.

Our experience also includes other minor transport projects such as the north entrance to the Luton Airport Parkway Station, new pedestrian footbridge from Luton station to Hightown area and various traffic management and environmental improvements within Luton.

internal communicationsWe have a dedicated internal communications team, highly skilled in crafting copy written appropriately for an internal audience using a full range of communications streams including intranet, email, team briefings, staff events, noticeboards, polls & surveys and printed materials.

Press and PrThe Press and PR team offers an expert service for maximising positive publicity opportunities and minimising the negative impact of sometimes damaging coverage. We develop innovative strategies using everyday language to communicate complex information. The team currently deals with over 450 press releases and in excess of 1700 media enquiries every year. 95% of press releases result in media coverage.

Our rapidly developing social media expertise has attracted the attention of our growing number of followers and we are gaining an enviable reputation for pro-active use of our accounts to head off potentially negative situations.

We can offer crisis media management, responding to media issues and enquiries and provide ‘out of hours’ and weekend emergency PR cover.

Our team have decades of experience in press and PR and includes ex-journalists so we are well placed to offer media training in a range of topics including interviews for broadcast and print media and using social media.

Marketing and Communications

n Press releasesn Handling of media enquiriesn Crisis management and out of hours emergency PR covern Social media engagement and monitoringn Internal communications strategyn Creation of internal communications contentn Corporate sponsorshipn Procurement of media and advertising space at competitive ratesn Design and print brokerage service


WHY cHOOSe uS? n Trained and experienced team operating within specialist areas n Proven track record n Understanding of the challenges faced to ensure maximum exposure when required n Work across a wide range of media platforms to a diverse audience n Fast and effective response to both positive and negative PR issues


Sponsorship and Advertising The Sponsorship and Advertising team develops and implements corporate initiatives that generate savings and / or income through sponsorship and advertising support from commercial organisations. The team can offer advertising opportunities on council owned inventory / property such as:

n Lutonline (residents magazine) n Lamppost banner advertising n Payslip advertising n Roundabout sponsorship n Specialist service area publications such as ‘Early Days’

Media Planning and BuyingThe team advises on the purchase and planning of media in order to:

n Maximise the impact of campaigns through the use of a full range of media n Ensure campaigns reach their target audience - this is an area of particular expertise n Ensure campaigns are executed as cost effectively as possible (by buying advertising centrally we have seen a significant reduction in our advertising rates due to volume discounts). Clients benefit from our negotiated advertising rates in print, radio, outdoor, web and social media

Parking Solutions

Our fully trained and experienced enforcement team currently issue in excess of 40,000 Penalty Charge Notices per annum via a range of methods from conventional foot patrols to mobile and static CCTV. We are able to provide a visible uniformed enforcement presence to ensure compliance with parking regulations both on and off-street as well as private car parks operated by small and large scale providers such as supermarkets.

We can provide a combination of machine maintenance and cash collection services with full cash counting and reconciliation using fully agreed and established financial procedures. Our team currently collect and reconcile in excess of £1m per annum in bulk coin from 139 pay & display machines across 17 surface car parks and a number of on street locations.

Our back office team issue 5000 parking permits annually whilst handling more than 10,000 pieces of correspondence including enquires and challenges to Penalty Charge Notices. The back office team is able to provide a comprehensive skilled support service in an efficient, friendly and customer service orientated manner. Our team also currently handles over 3500 blue badge applications.

The Luton Traded Services Parking Solutions team offers a wide range of enforcement and administrative functions. These range from enforcement in private operated car parks, pay & display machine maintenance to a full and comprehensive back office support service.

ServiceS We cAN PrOviden Enforcement of parking regulations for both on-street and off-street in addition to privately operated car parksn Repair and maintenance of pay & display machinesn Collection and banking of cash (bulk coin) from pay & display machinesn Back office processing of correspondence in relation to Penalty Charge Noticesn Back office processing of Penalty Charge Notices following defined procedures and protocolsn Issuance of parking permits and other types of parking dispensations

WHY cHOOSe uS? n We provide a friendly flexible service using fully trained, skilled and experienced staff n All services we deliver are to the highest standards n We ensure strong staff management to help us achieve income targets n We offer a fully comprehensive service n Effective communication to ensure that all relevant and important information is shared within the team n We respond promptly to all correspondence and can deal with a vast range of issues n 13 out of 17 cark parks we currently manage have achieved the Safer Parking (Park Mark) award


Passenger Transport The Luton Traded Services Passenger Transport unit offers a wide range of services to meet your transportation requirements. We provide transport to a variety of organisations, including schools, clubs, community centres and leisure venues. We understand it is important that we tailor any working arrangement to meet your needs; therefore we can arrange short and long-term hire of buses, coaches and minibuses depending upon your needs. We can provide transport for single excursions if this is what you require. We can even deliver your staff to work!To make you feel confident in selecting us for your transportation needs we can confirm that we offer training to meet the industry standard Minibus Driver Assessment Scheme (MiDAS), and the Passenger Assistant Training scheme (PATs) for the carriage of adults and children with special needs. Our fully trained staff include drivers and passenger assistants with experience in passenger care and the carriage of passengers with special needs including those with limited mobility, or those who need extra care.

We can provide a bespoke travel service that can include route planning, contract planning and management, tendering and evaluation that provides an after-sales service in terms of routine reviews and contract monitoring as required.

n Hourly, daily and weekly spot hires, with or without drivers and passenger assistantsn Long term contract hire for passenger vehicles of all sizes from cars to 70 seat coachesn Contract management, monitoring and advicen Skilled and experienced tutors for MiDAS and PATs trainingn Route planning and optimisation for all your journeys

If you are hiring a vehicle and need training our experienced tutors are able to deliver bespoke training in our own premises or yours. Our highly skilled and qualified management team is dedicated to working to the highest standards to ensure every part of the travelling experience meets your expectations.


WHY cHOOSe uS?

n We have a large fleet of accessible minibuses and standard 17 seat minibuses, as well as many other vehicles for hire n Short and long-term hire available, with or without drivers and passenger assistants n Training available to those customers who want to be qualified n Highly skilled and experienced staff with extensive knowledge of passenger transport n Transferable skills across the country, including e-tendering and smart mobile working



The Luton Traded Services Pest control team has the knowledge and expertise to deal with all your pest control needs.

We offer advice on pest-proofing your premises, or if needed we provide a pest removal service. We can offer this service to both residential and business properties with the option of a discreet early morning visit if required. The advice and preventative techniques we offer can eliminate property damage and relieve any concerns about pest-proofing your premises.

We have extensive experience in dealing with all types of pests including rats, mice, cockroaches, bedbugs, fleas and wasps. Whether you need scheduled visits for your own peace of mind, or would just like us to deal with a one-off incident our services deliver excellent results along with outstanding value for money.

If you suspect a possible infestation, or you simply want advice on how to prevent any unwanted pests, call the Luton Traded Services Pest Control team today.

Pest Control

ServiceS We cAN PrOviden Advice on how to prevent property damage caused by pestsn Advice and/or treatment on a wide range of infestations including rats, mice, cockroaches, bedbugs, pharaoh ants, wasps and fleasn Pre-emptive measures to reduce the risk of infestationn Property inspections to check for the signs of pests

WHY cHOOSe uS? n All of our staff are trained to the Advance Pest Management Diploma level n We work within the restraints of the Control of Substances Hazardous to Health (COSHH) to ensure that any insecticides are used properly and safely within your home or workplace n Experience working with both large and small infestations within a range of properties

The Luton Traded Services Property and estates team offer a variety of services to take care of all aspects of your commercial, operational and building needs. From a small office refurbishment to the design and delivery of a multi-million pound housing development, the Luton Traded Services Property and estates team can manage every aspect of your project, delivering exceptional results. Our clients range from public sector projects such as the build or refurbishment of schools, to private sector businesses looking to expand or develop new premises. We are available to manage, maintain, develop and even build property as required by our clients with a fully trained team to offer support, within budget and on time.

We also have extensive experience at managing properties with the aim of maximising income, the Luton Traded Services Property and Estates team are the ideal choice if you are looking to trust someone to maintain your property. Our team currently manage over 600 operational and non-operational properties and our tailor-made packages can include soft services such as CCTV security monitoring.

Our recent projects have included:

n Delivering six secondary and three primary schools as part of the Building Schools for the Future Programme, working with a budget of £275m n Supporting affordable housing developments such as the New Homes for Luton programme, working with budget of £70m to build over 450 new affordable homes in the borough n Delivery of the new world-class £26m Luton Inspire Sports Village n Construction of the new purpose-built, five-storey, £4.7m ‘Tokko’ youth centre n Design and project management of a £17m housing master planning scheme in Luton

Property and Estates

ServiceS We cAN PrOviden Estate and Asset Managementn Programme and Project Deliveryn Building Design and Construction Managementn Building Maintenance and Statutory Compliancen Facilities Management

WHY cHOOSe uS? n We work to all statutory and legislative requirements n Committed and trained staff, a number of which are PRINCE2 Practitioners n Professional memberships to bodies such as RICS, CIOB, ARB, RIBA and CIBSE n Use of up-to-date software to help us deliver the best possible results n Proven track record working on a large range of projects n Well established team, most of whom have worked together for over 5 years


Research and Geospatial Information Service

R&GI is the ideal service provider to support a large variety of projects such as service planning, policy development and service transformation. We can focus on many topics such as the economy, population, crime, and local mapping. We achieve this by offering a unique bespoke service to research and analyse your information using a range of analytical and geospatial techniques.

We also offer a full range of mapping and data services to support your project, this will include collecting initial data, conducting detailed analysis of this data, presenting the findings clearly and precisely, and finally, offering any consultancy needed. The R&GI team is very skilled in project management which means you can trust our team to both manage your work for you and to offer training and consultancy when needed.

The Luton Traded Services research and Geospatial information Service (R&GI) offer high quality, evidence-based research, with expert analysis of the findings.

ServiceS We cAN PrOviden Population Analysisn Consumer Analysis / Segmentationn Crime Analysisn Market Research / Surveysn Project Management Trainingn GIS Data Capture and Managementn Data Management Servicen GIS and Address Management Consultancy

WHY cHOOSe uS? n We provide high quality, evidence based research and analysis n Our team is experienced in a wide range of areas including population, economics, customer profiling, crime, GIS, research, analysis, and project management n Experience in delivering data and analysis to small and large audiences n Our expertise has been utilised both locally and nationally, and upon invitation we have presented our analytical work to major conferences. This includes those organised by the EU such as the Smart Cities Customer Insight Conference, The Local Government Chronicle, and The British Society for Population Studies n We believe passionately that our service goes beyond data analysis; we will work with you to create something more n We can provide robust analytical products and make recommendations that are relevant to your specific circumstances, making a visible difference to your customer / client groups n Experience working with a number of local authorities including Dacorum Borough Council, Ipswich Borough Council and Luton Borough Council


Revenue SolutionsThe LTS revenue Solutions team can offer assistance to your organisation in regard to revenue and recovery services. This includes consultation to help improve your systems and the approach to identify, manage and collect aged debt in areas such as business rates, council tax, housing benefit overpayments and sundry debts. We also offer our service on a no win no fee basis allowing you the opportunity to collect any outstanding debt with no financial risk.

n Collection of council tax and business rates along with other aged debt n Consultation and training to help you develop your own expertise in the on-going collection and management of debt n Cleansing and updates to your existing systems to improve performance n Any calls or liability handled by LTS n Call debtors to make arrangements of attachment of earnings/benefits n Flag unrecoverable debt for write off

WHY cHOOSe uS? n No win no fee on collection of aged debt with no cost for any non recovered debt n Skilled and experienced staff with a proven track record of collection over 30% of arrears per annum n We work with you to reduce the cost to the public purse n No security risk with data never leaving your system n Collection of over £6.5 million during the financial year of 2012 / 13 including both business rate and council tax n We work in partnership with you to understand your work and customise our approach accordingly n Development of a longer term working partnership



Secretariat SolutionsMeetings…Love or loathe them, every organisation has meetings. Whatever the type, size, subject or location of the meeting one of the biggest challenges can be the management and administration of the meeting itself. We can take care of this time consuming and sometimes onerous task, so you can fulfil your obligations and concentrate on your objectives.

Our team is made up of highly skilled administrators with experience of administering complex agendas and detailed papers for busy

meetings and the most demanding delegates. We also have access to trained facilitators who can help you

run balanced and structured meetings on contentious or emotive subjects or run stakeholder focus groups. For complex and large organisations we can review and streamline your decision making process so that meetings efficiently deal with your priorities. Meeting report templates can also be prepared so that information is presented in a consistent way, to help

meeting participants reach informed conclusions.We can arrange a full service contract or on an hourly rate

service. Please contact us for information or a chat about your requirements.

n Compilation of agendasn Preparation and distribution of meeting packs (electronic or printed)n Note takingn Production of formal meeting minutes



Luton Traded Services Learning & Development team is passionate about supporting organisations and contributing to their ambitions to be the best at what they do. Whether what you are doing is behind the scenes or on the front line, we believe that by working together we can all make a positive difference to the lives of citizens and customers in Luton. Our team has experience of delivering to a diverse range of customers, including the Police, Health, Schools and Academies, Charities, Housing and Care sector organisations, and Local Authorities.

We can provide time and cost-effective solutions to meet individual and team development needs at all levels in your organisation. Our learning materials suit different learning styles, using a range of flexible delivery methods. Our internal and commissioned trainers are subject to regular monitoring for quality assurance, and our evaluation process measures the impact of learning on performance.

Training

n direct training deliveryCustomer Care, Team Leading, LEAN Value Stream and Process Mapping, Interpersonal skills, Recruitment skills, Practical problem solving & standardisation, Safeguarding awareness and specialist Safeguarding skills / knowledge development.

n e-learning and Blended Solutions Developed packages include Data Protection Act, Fire Safety, Delegation Skills, LEAN Practical Problem Solving Skills, Customer Care, Managing Meetings.

ServiceS We cAN PrOviden Bespoke teambuilding events We design and deliver stimulating, highly interactive events to support specific needs of teams, according to operational context and the values of your organisation, using a range of tools to analyse team roles, identify strengths and areas for improvement.

n Advice and guidanceWe can advise on systems and processes to support performance management, competency frameworks, coaching and mentoring programmes, analysis of workforce development needs, and guidance on training design, quality assurance and impact evaluation of learning.

WHY cHOOSe uS? n Our trainers are PTLLS/CTLLS or CIPD- qualified to level 3 or 4 n Our team resources include an NLP Master Practitioner; LEAN trainer; Business Administration Assessor (level 3), and Assessor / Internal Verifier for NVQ Management 5 (QCF level 7) n We have a proven track record, supported by a robust quality assurance process n Our Safeguarding programmes reflect current legislation, learning from serious case reviews and best practice n Achieved Bronze Award for Best Change Programme and Training Journal Awards 2012


Our venues are suitable for a variety of events including conferencing, meetings, training, and community functions. The majority of our venues are conveniently located within a short drive of a mainline train station or the M1 motorway.

This includes the newly refurbished Leagrave Centre with a spacious hall containing full audio-visual facilities such as a large screen, ceiling mounted projector, microphones, flipcharts, and Wi-Fi access. The centre also has a restaurant area to provide flexible on-site catering options with a capacity of up to 80 people.

Our e-learning Centre is the ideal place to hold ICT training with the latest equipment and facilities available. It is the only Apple Regional Training Centre in the Eastern Region. We have distinguished educators who provide training courses for Wordpress and iPad training for small businesses. The centre offers 6 spaces for hire; The Red Room, PC Suite, Mac Suite, Music technology Suite, TV and Recording Suite and The Live room.

The Luton Traded Services venues team have a number of high quality locations based within the borough of Luton that are available for hire at affordable prices.

Venues

WHY cHOOSe uS? n Flexible booking terms n Clean and safe environment n Large choice of venues n On site parking n Large capacity venues


Why not contact us today for your FREE no obligation quotation


Luton Traded Services is the trading arm of Luton Borough Council. Luton Traded Services Ltd is a wholly owned company of Luton Borough Council

Company Registered in England No 08333450 VAT number 167850476

Luton Traded Services is an exciting new organisation delivering services for clients across both public and private sectors. Our experienced and dedicated team offer a professional and cost effective range of services, with a proven track record of delivery. With experience of working with multi-million pound budgets across a number of sectors we have the knowledge and skills to ensure we deliver you a high quality service at competitive prices.


MAKING A VISIBLE

DIFFERENCE

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Service Guide - Luton service... · 585 heating upgrades 675 kitchen renewals ... n Multi-storey rubbish chute clearance ... customer service is of the highest standard