Client of the Year
Integration & Collaboration
Customer Satisfaction
Health & Safety
Resource Efficiency
Building Performance
Leadership & People
G4C Young Achiever
Building Project
Civil Project
2012 NEWS

2012 Customer Satisfaction


Winner: Lakehouse Customer Journey

Submitted by:  Lakehouse

Sponsored by







Abiding by Constructing Excellence's core principles has proved a winning formula for Lakehouse, helping it win significant new business. Lakehouse mapped and implemented a ‘customer journey' placing the customer at the heart of its strategies, which led to an increase in client satisfaction, improved Considerate Constructor scores and even changed its recruitment procedures. The changes have helped it win several new contracts, contributing to major growth from £30 million in 2007 to £110 million in 2011. Lakehouse


Beard (Beard)
Worthing Homes (Worthing Homes)
Lakehouse Customer Journey (Lakehouse)
Strode's College (Dawnus Construction)
Royal Medway Mail Centre (Watson Batty Architects Limited)
Oxford University Hospitals NHS Trust (Coaction Management)


 About the category

Constructing Excellence in London and the South East wants to identify and recognise organisations and individuals that have developed and implemented successful customer service strategies.

These will have focused on the customer and delivered better bottom-line performance, customer retention, profitability and reputation.

Judges will be looking for companies with a clear methodology for evaluating customer satisfaction and can demonstrate how strategies have led to sustained improvement.



The Westfield Group is an internally managed, vertically integrated, shopping centre group undertaking ownership, development, design, construction, funds/asset management, property management, leasing and marketing activities and employing more than 4,000 staff worldwide.

Westfield has interests in and operates one of the world's largest shopping centre portfolios with investment interests in 118 shopping centres across Australia, the United States, the United Kingdom, New Zealand and Brazil, encompassing around 24,300 retail outlets and total assets under management of A$61.7bn. The company seeks to own, operate and develop the best shopping centres in the best markets for the best returns. Westfield is focused on providing world-class retail design, supporting international, national and local retailers in the development of new retail concepts, innovative food retailing and leisure experiences and setting new standards in customer service.

The Westfield global portfolio includes some of the world's most exciting, innovative and well known retail and lifestyle destinations including Australia's world renowned Bondi Junction and Sydney centre, and Century City and the San Francisco Centre in the United States.

Recently added to the portfolio are the destination centres of Westfield London and Westfield Stratford City which have profoundly altered the retail landscape in the United Kingdom. Regularly working with joint venture partners, Westfield evaluate and effectively manage risk and are able to process and adopt change within the design and build cycle, constructively looking for opportunities to optimize returns for clients, investors and shareholders.

Key to Westfield's success is a solid understanding and integration of the client's operational and functional requirements to ensure the specification is appropriate. Through clear communication and involvement of the client in the design and material selection process, Westfield deliver on time, to budget, and to the highest quality. In the ten years Westfield has been operating within the UK, the brand has become established as providing quality leisure and retail, design and construction.

Through its role as Project Principal Contractor it provides construction companies the opportunity to be part of its supply chain, and nurtures these companies in achieving collaborative and efficient working teams within a safe and environmentally conscious culture.

Westfield is committed to working with local communities and key stakeholders to deliver large-scale sustainable, regeneration projects. The scale and the longevity of Westfield's projects have led to the building of strong, productive relationships with its suppliers, contractors and local communities.

Keith Whitmore, Director of Design and Construction for Westfield said: "We have been committed to developing in London and the South East high quality retail and leisure complexes to enhance and regenerate areas within the region.

"We wish to promote constructing excellence and its values and are honoured and delighted, in Westfield's 50th global and 10th UK operating anniversary, to sponsor the Constructing Excellence London and the South East Awards."