Company Prospectus 2021 by Harriet Exton

LOVELLS

(PETERBOROUGH) LTD COMPANY PROSPECTUS 2021

TABLE OF CONTENTS

LOVELLS (Peterborough) LTD Company History - 4 Introduction to the Directors - 6

PRONTO Pronto's USP - 10 Collection, Delivery and Customer Account Management - 11 Complaint Evaluation - 12

PSA (Peterborough Skills Academy) Training & Career Progression - 16

PRONTO Prestige Pronto Prestige Accident Repair Centre (Peterborough) Structural Centre - 20

PRONTO Pronto Accident Repair Centre (Peterborough) -24 Pronto Prestige Accident Repair Centre (Norwich) Structural Centre - 26 Pronto Accident Repair Centre (King’s Lynn)-28 Pronto Accident Repair Centre (Spalding) Express - 30 Pronto Accident Repair Centre (Boston) Structural Centre- 32 Pronto Accident Repair Centre (Grantham) - 34 Pronto Accident Repair Centre (Nottingham)- 36

FIX AUTO Fix Auto (Norwich) - 40

A BRIEF COMPANY HISTORY Lovells has been a household name in the Peterborough area since the 1930’s. Founded by Alfred Lovell, the garage was based in the middle of the Peterborough city centre, where it traded until 1984. By this time Lovells was in the ownership of the 3rd Generation of Lovells “Geoff Lovell”. The business had evolved from selling cars, carrying out mechanical repairs and selling petrol. Venturing in to the fast, evolving world of Accident Repair. Geoff was a highly respected accident repair industry innovator through the 80’s and 90’s, keeping Lovells at the forefront of technology and innovation as accident repair continued to evolve.

INTRODUCTION TO THE DIRECTORS During 2000 Chris Hammond and Duncan Exton entered into negotiation with Geoff Lovell to purchase Peterborough’s leading accident repair business, Lovells Auto Body Centre.The 3rd March 2001 saw the completion of the deal that had started in May 2000. Lovells Auto Body Centre was under new ownership, and the next chapter in the long and illustrious trading history of this business in Peterborough, was about to begin.

Chris Hammond, then 30 years of age and from a small Lincolnshire village, had left school at 15 becoming a YTS Trainee Mechanic at TC Harrison in Peterborough. Chris was coached and mentored by several career influencers that progressed him on a fast track from the workshop floor, to service reception by the age of 19. Mick Martin (Bodyshop Manager), recognised Chris’ ability and talent, and by the age of 23, Chris was promoted to become the Trainee Estimator at TCH’s Bodyshop. Gaining knowledge and experience, his aspirations were to progress, but Chris realised that this was very limited within the TC Harrison group. So he applied for the Assistant Managers Job at Sycamore BMW Accident Repair Centre in Peterborough. Duncan Exton was the Bodyshop Manager there. Chris and Duncan became a formidable team in the Dealer Bodyshop field. After 4 years of continuing success, they both had their sights set on owning their own business. This ambition was driven by their success along with the frustrations of the constraints of working in the dealer world, where the Bodyshop was always the poor relation, usually with no investment, no marketing and no real aspiration from the Dealer Principal to do anything other than sell parts and prepare sales cars. These factors drove Chris and Duncan to open up a channel of communication with Geoff Lovell in May 2000.

Duncan was 33 years old, having worked school holidays and as a Saturday boy in a small garage in Bourne, Lincolnshire from the age of 13, a career working in cars was set, leaving school at 16 becoming enrolled on one of the first YTS Apprentice programmes back in 1983.Harrington Motors (Bourne) Ltd was where it all started. It was a general garage, petrol pumps (old fashioned pump service) MoT, Recovery, Accident Repair and Paint Work. 1987 and Duncan now 20 years old made a move to R.C. Edmondson Ford Dealer in Spalding, as an all round qualified accident repairer with a desire to earn some proper money. Duncan’s new boss, Alan Gough, after a few months had different ideas. He was a huge influence on Duncan’s career journey, mentoring and coaching, then being nominated and enrolled on a three year Ford Dealer Management programme. This was a life changing period and it culminated with a promotion in a General Aftersales Management role by the age of 24.January 1993 Duncan moves to Sycamore BMW taking operational control of a BMW Approved Bodyshop evolving the business with the support of the Dealer Principal to its financial peak in year ending December 1999. The desire of the Sycamore senior management team to progress was nil, that did not reflect Duncan’s vision, therefore in May 2000 after much consideration Duncan made the call to Geoff Lovell.

WHAT IS REALLY DIFFERENT AT PRONTO ACCIDENT REPAIR CENTRES? Pronto Accident Repair Centres have been developed around the wants and needs of our Customers and that includes Insurer and Accident Management Partners.Our team are focused, flexible and committed to deliver consistently high quality customer service solutions within a complex set of parameters, tailored exactly to; and exceeding the agreements we sign up to.

PRONTO ACCIDENT REPAIR CENTRES OPEN FOR BUSINESS 84 HOURS PER WEEK Pronto Accident Repair Centres are unique, as we are open 7 days of the week, 6am through to 6pm. Every part of the business is working from handling a notification, updating customers, carrying out vehicle damage assessment, collections and deliveries. Every part of the repair process is staffed every day of the year, apart from the Bank Holiday's.

COLLECTION, DELIVERY & CUSTOMER ACCOUNT MANAGEMENT We do not employ drivers across the company. We fully appreciate the people who collect and deliver customer cars/courtesy cars, are the face of our company, often the only person in the business that comes in face to face contact with the customer. We consider our customers deserve more attention than that which a regular driver delivers. In 2019, we created a new role within our business, trialling and evolving the role that is now a feature at all our sites across the Pronto Group. This has been evolved even further during the COVID19 period of 2020/21.

Our Customer Account Managers are assigned and introduced deal by our Group First Contact Centre Team. Once assigned, they deal with every aspect of the customer and the repair journey. They collect and deliver, hand over courtesy cars, discuss the customers wants and needs, understand the extent of the damage; the when back on site, they carry out a detailed vehicle damage assessment as our Customer Account Managers are trained VDA's they obtain authority, ordering only the required parts, then launching the vehicle into the workshop repair process. The Customer Account Manager communicates with the customer throughout the repair. Once completed, they carry out a final check and deliver the car back to the customer, through to following up with the customer post repair.

This process has delivered tangible benefits that include vastly reduced customer complaints, accountability and further improved quality repair. As well as a team that are motivated and excited by the quality and consistency of their Google 5 Star Reviews. It has also created a healthy inter branch competition that adds further benefit to the customer.

COMPLAINT EVALUATION: PREVENTION IS BETTER, EASIER AND CHEAPER THAN ANY CURE. We are always looking to eliminate customer niggles and complaints. In our experience, most of these emanate from non repair related situations: communication, missed completion deadlines, collection mix ups, courtesy car issues, such as:- wrong size, wrong colour not enough doors, too big, too small. I want a diesel, I want a petrol, I want a Hybrid, all these minor issues build up throughout the repair, and then linked with an unexpected excess amount becoming the final straw. The customer complains, or chooses to retaliate and usually express their dissatisfaction the only tangible way they can think of, often criticising the repair that’s been carried out to their vehicle, they often highlight other areas of nonrelated damage. These are most often the customers weapon of choice and the time The effort and money that is consumed often far outweighs the reward received for completing the repair. Our Customer Account Manager role smooths the process, builds customer trust, delivers transparency and ultimately customer delight.

TRAINING AND CAREER PROGRESSION (PSA TRAINING) Chris and Duncan have always been proud of their progression through the ranks from apprentices through almost every role in the business to now being business owners and entrepreneurs. Back in 2014 as the business was growing, it was clear recruitment of quality talent was going to be their biggest challenge. After much research and pontification, they took a decision to venture into training and people development. Peterborough Skills Academy was born.

Since its launch in 2014, the academy has evolved to become an IMI Accredited Centre in 2016. We now deliver a full suite of Automotive Accreditations Apprenticeships (NVQ2’s, NVQ3’s). All the Technical ATA Training, Coaching and Qualifications, Customer Service, Business Administration, Hybrid Training, First Aid Training, various Management Training, Personal Development programmes, along with the Total Loss Categorisation Qualification and much more. PSA, as it’s known, moved into its own facility in Peterborough in late 2019 and the fit out is now almost complete. Pre Covid, we had over 125 apprentices on programme across all disciplines. Not just people from our business, but many more from companies and organisations, where we have developed a broad spectrum of external partners.

Ben Martin (Training Director), runs the business and delivers a personal service. The goal and objective is to deliver Apprenticeship Training with traditional values, qualifications that are underpinned with quality training and coaching. We are much more than a “Tick Box” training company.PSA is a core function within our business, one that delivers a versatile, reactionary, cost effective and tailored training solution for internal and external markets alike.

PRONTO PRESTIGE ACCIDENT REPAIR CENTRE (PETERBOROUGH) STRUCTURAL CENTRE This was our original business in the group, owned since 2001. It currently trades as Lovells Auto Body Centre. Throughout 2021 it will be rebranded as Pronto Prestige Accident Repair Centre (Peterborough).

It is the hub in our spoke and hub business model. It specialises in structural repairs. The team are focused on repairing vehicles that are commonly seen across the industry as workshop blockers and often written off to remove them from the process.

Our trained team are dealing with structural and large repairs every day. The facility is geared around repairing vehicles in the fastest possible time. It is the focus of their day and not an interruption or distraction to it.

This facility is part of the rebrand working towards achieving manufacturer Approvals for BMW, VAG, Tesla and others.

Structural or larger, more technologically complex jobs, are triaged at several points of the process, firstly at our group first contact centre. Then at the point the Customer Account Manager is nominated to deal with the case; and finally when repairs are assessed and repair methodology agreed, If it could possibly be a workshop blocker at a conventional repair centre, it is relocated internally to the structural hub, from Grantham, Spalding, King’s Lynn and the regular Pronto facility in Peterborough.

Coming in 2021, an exciting business evolution as we have a currently un-used building that we are planning to refurbish and equip. This building will be opened as Pronto Express, it will focus on the basic cosmetic repairs, enhancing the speed of repair cycle in the structural centre. The express centre will be expected to complete repairs with a sub 48 hour turn around.

2000

2020

PRONTO ACCIDENT REPAIR CENTRE (PETERBOROUGH) Pronto Peterborough is a repair centre that is capable of all repair types. We focus on non structural repairs, having the skills, technology and capability. Moving only the structural and more complex repairs to the Pronto Prestige Structural Centre, which is less than a mile away from this site.

Under the same roof as Pronto Accident Repair Centre (Peterborough), we have a Bosch Car Service Centre that trades as Monarch Automotive. This facility offers full vehicle service and maintenance, MoT Testing and all other mechanical repairs. Monarch is an approved service provider for many of the mainstream leasing companies, dealing with them mainly through the 1Link Platform.

We also have MARS Rescue (Monarch Automotive Recovery Service) This is our in house accident and breakdown service. Delivering the total 24hr vehicle recovery solution for all of our group, through one central number 24 hours per day.

Mars Rescue deliver a fast 24hour response, with the added value of being focused on delivering real customer solutions. In conjunction with our branch management teams, they regularly include delivering out a courtesy car to the scene.

Mars Rescue, working in association with Pronto Accident Repair Centres, enables us to deliver a unique customer service at a time that our customer needs it most.

PRONTO PRESTIGE ACCIDENT REPAIR CENTRE (NORWICH) STRUCTURAL CENTRE MANUFACTURER APPROVED: BMW, MINI, VW, AUDI, SKODA, SEAT, VW COMMERCIAL & TESLA This is a recent addition to our group. Having completed the deal to purchase the freehold and business on 30th June 2020 from Inchcape Automotive. It formerly traded as Coopers BMW & Mini Approved Accident Repair Centre. We have retained the BMW & Mini Approval and since July added all the VAG Brands (VW, Audi, Skoda, Seat & VW Commercial). We are also in the final stages of achieving Tesla Approval. This is expected to be achieved during January 2021. This is a Structural Repair Centre, capable of repairing all types of vehicle with the technology, skills and knowledge to handle anything that comes their way, including LCV’s and Structural Aluminium repairs.

PRONTO ACCIDENT REPAIR CENTRE (KING’S LYNN) MANUFACTURER APPROVED: BMW, MINI & HYUNDAI This facility has been part of the group since 2015. It has been a BMW & Mini Approved Repair Centre since the late 1990’s, when it was owned by the Listers Group. We purchased the site and business, this was followed by a significant investment program to ensure it was fit for the market place in which we operate. It offers an outstanding customer service environment, a workshop that is equipped and staffed by a trained team who are focused on repairing rather than replacing components. This is the main difference in the process between Dealer and Independent Repair Centres. This facility is well positioned to service a wide area of rural Norfolk, into Suffolk and the Fens of Cambridgeshire.

PRONTO ACCIDENT REPAIR CENTRE (SPALDING) EXPRESS REPAIR CENTRE

This Spalding location is set to be transformed during 2021. Formerly owned and operated by Crowson VW. We took over the business in 2016, retaining the highly acclaimed VAG Approval. The addition of the former Nationwide Boston site at the end of October 2020 will allow us to restyle this facility to become a Pronto Express Repair Centre. Being equidistant to Pronto King’s Lynn, Pronto Boston, Pronto Grantham and Pronto Peterborough, it will be an ideal location to be able to support each branch in delivering a further sub 48 hour cycle time facility.

PRONTO ACCIDENT REPAIR CENTRE (BOSTON) STRUCTURAL CENTRE SPECIALIST VAN & LCV REPAIR CENTRE This is our most recent acquisition. Formerly part of the Nationwide Group, it was one of the sites that did not transfer to Redde. It closed immediately the Nationwide Group failed and all jobs were lost.

On the 1st October, we visited the site and agreed the purchase, along with the remaining assets from its owner and on Friday 24th October the deal completed. We opened with a skeleton crew the following week. This 18500sqft facility is currently undergoing an extensive refit and refurbishment programme in order to bring it into the 2020’s. We have planned lots of exciting features that will be integrated into the Pronto Boston facility, these features will deliver benefits, cost savings, customer delight and cost control.

2021 will see the launch an LCV repair facility on this site. With the skills, knowledge and infrastructure to be able to handle from the smallest van or trailer, up to the largest longest and highest Iveco Daily or Sprinter Van, including Luton style vans. With our facility being open 7 days a week, 6am through to 6pm, we deliver an unrivalled customer solution, minimising vehicle off the road times, reducing costs to everyone, offering and delivering mobility solutions that suit the needs of our customers and those who are bearing the cost.

Being a long standing LCV Repairer, we appreciate that the time the vehicle is off the road is probably the biggest factor in the decision making for those who are paying the bill.

Pronto Express will also be a key feature of the Pronto Accident Repair Centre (Boston). This centre is under construction and once opened, it will be a centre of clinical excellence. An express repair centre operating 7 days of the week, with a full customer interaction area, offering a true while you wait and while you watch accident repair experience, with full use of our customer service facilities and equipped hot desk facility.

The Boston site is perfectly located to serve a wide rural area of Central and North Lincolnshire, delivering real solutions that save time and control both direct and indirect costs, as well as those often uncontrollable costs - hire cars, consequential losses and the cost of dealing with complaints resulting from customer dissatisfaction and unnecessarily long claim cycle time.

We are currently working with several highly acclaimed vehicle manufacturers, who are excited to expand the relationship they already have with us. There are several other brand approvals that we expect to achieve as we proceed through 2021.

PRONTO ACCIDENT REPAIR CENTRE (GRANTHAM)

This business was opened in June 2016 We created the facility from an empty unit in just five months, over the following 18 months we grew the team from four skilled staff and two apprentices to where we are today 12 skilled staff and 6 apprentices, repairing predominantly non-structural repair. At Pronto Grantham, we do replace welded outer panels and carry out a small amount of pulling and minor realignment though anything major structural is moved straight to the Structural Centre in Peterborough.

PRONTO ACCIDENT REPAIR CENTRE (NOTTINGHAM) Pronto Accident Repair Centre (Nottingham). This was formerly trading as W.G. Newmans, based in Long Eaton, located equidistant between Derby and Nottingham. We purchased this business out of administration in May 2020 following its financial failure. We opened for business on 26th May, since then the site has been fully refurbished, staff trained and educated in the Pronto culture. This site is also open 7 days a week, 6am through to 6pm, delivering customer solutions into a wide area of the Midlands. This facility is equipped to deal with all styles of accident repair. On this site we also have a facility that is currently mothballed and as demand returns during the post COVID-19 period. In 2021 we will re-open this fully equipped Pronto Express Accident Repair Centre, striving to select the right repairs in order for us to deliver a sub 48hour repair cycle.

FIX AUTO (NORWICH) REPAIR CAPABILITY FOR ALL MAKES, MODELS AND STYLES OF REPAIR. Chris and Duncan, recently secured the Fix Auto franchise for Norfolk, Mondex (Eastern) Ltd has taken on the Fix Franchise. It is owned and operated as a totally separate business to the Pronto Accident Repair Centres, though it is under the common ownership of Duncan and Chris.

This established facility in Concorde Road NR6 6BN has been repairing cars since early 1980’s It has the infrastructure to deal with every style of repair, with an extremely large LCV oven, and a car oven, it was formerly operated as Delmonte Bodyshop until it became Pronto Accident Repair Centre (Norwich) in 2018, it then became the support shop to the new Pronto Prestige Accident Repair Centre (Norwich) when that opened in July 2020.

During November Mondex (Eastern) signed the the agreement and launched Fix Auto (Norwich).

This is an exciting development and the management team at Fix Auto (Norwich) are looking forward to being part of the Fix Auto Family delivering accident repair solutions throughout Norfolk and Suffolk Fix Auto offers an exciting and inspiring style of accident repair and management.

Delivering corporate benefits to an independent business and we consider this relationship is set for greater things as we evolve through the 2020's.

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