Precision Balustrades for a World Class Destination SMART’s Specialist Installation at Chester Zoo’s Reserve Welcome Building

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Project Overview

Chester Zoo stands as one of the UK’s leading conservation landmarks, attracting more than two million visitors a year and operating as both a world-class tourist destination and a scientific research institution. As part of a major investment into improving visitor experience, the zoo unveiled plans for The Reserve Welcome Building: a modern, accessible gateway designed to streamline arrival flow, support educational engagement and enhance the zoo’s overarching conservation mission.

McPhillips Wellington was appointed as the main contractor, bringing their extensive experience in delivering high-quality public realm and community projects. SMART Balustrades were selected to design, manufacture and install the specialist balustrade and handrail package. This appointment built on our strong working relationship with McPhillips, reinforced by previous collaboration on projects such as Addenbrooke House, where our reliable communication, technical expertise and consistent delivery established long-term trust.

Positioned in the heart of Chester, the project required a deeply collaborative B2B approach. Our team worked closely with Buttress Architects, known for their thoughtful and detail-driven design style, to ensure that aesthetic aspirations, compliance requirements and zoo operational constraints were met without compromise.

Challenges

Chester Zoo presents a unique set of operational challenges. Restricted access routes, controlled noise levels and the proximity to sensitive animal habitats required a high level of planning and coordination.

Material logistics, installation timings and movement of personnel were agreed with McPhillips Site Manager Neil Surridge during pre-commencement meetings that referenced tender documents and supporting requirements from our submitted quotation pack. 

Our health and safety measures were adjusted to meet zoo-specific regulations, ensuring minimal disruption to both staff and wildlife while maintaining full compliance.

 

Delivering to Strict Programme Deadlines

With the zoo preparing for a new operational season, the programme allowed no scope for delay. Rapid drawing approvals, efficient manufacture and well-coordinated installation were essential. Our in-house fabrication capability played a crucial role in meeting the contractor’s timeline.

Loadings, Compliance and Safety

As a public environment with high footfall, the building required balustrade systems that met stringent structural performance standards. Loadings up to 1.5 kN were required in accordance with BS 6180.

The internal circulation spaces were designed to feel warm, natural and inviting. Buttress specified black walnut and bronze finishes for the wall, fixed handrails to complement the building’s biophilic design. 

Our CAD team worked closely with Buttress and McPhillips to ensure the design intent was correctly translated into manufacturable detail.

This required:

Precise bracket alignment

Smooth transitions and returns

Minimal visual impact fixings

Tight tolerance control

Technical Specification

External Structural Glass Balustrade System

  • Aluminium structural channels and supports
  • 21.5 PVP External Parapet
  • 31.5 External Gif Terrace
  • We used concrete substrates and M12 fixing details
  • Designed to offer unrestricted views and visually merge with the landscape

Internal Wall Fixed Handrail System

  • 42 mm diameter black walnut timber handrail
  • Bronze finish electroplated wall brackets, exposed fixings for a refined look
  • Fixing grounds confirmed during the survey

Layout checked against Buttress’ stair and landing drawings to ensure compliance with all height and spacing requirements

Execution

  1. Quotation and Cost Planning

Our estimate was developed using the initial design information, accounting for loading requirements, substrate assumptions and installation conditions set out in our technical clarifications. This ensured cost certainty for McPhillips early in the procurement process. 

  1. Site Surveys

Our engineers undertook a full site survey, capturing:

  • Riser and going measurements
  • Landing widths
  • Wall substrate conditions
  • External slab and terrace levels

This survey also marked a milestone for our Client Engagement Specialist, Francesca, who attended her first live construction site. She gained valuable insight into technical coordination, installation sequencing and on site contractor collaboration, reinforcing her understanding of how SMART projects move from concept to completion.

  1. CAD and Technical Coordination

Our CAD team prepared detailed fabrication drawings that aligned directly with Buttress’ layouts. All drawings underwent a full approval cycle with the architect and main contractor. Particular attention was given to alignment along staircases, bracket positions and glass panel lengths to maintain both performance and architectural rhythm.

  1. Health and Safety Management

Our site team worked under strict H and S controls tailored for the zoo environment. Movements were planned to avoid peak visitor periods, noise-sensitive areas and animal zones. Welfare, power, lighting and access provisions were closely coordinated with McPhillips. 

  1. Fabrication

Every component was fabricated in-house at our Burntwood facility using precision machinery to ensure consistent alignment, finish quality, and structural integrity.

  1. Installation and Delivery

Installation was carried out in planned phases, with our engineers coordinating closely with McPhillips Wellington team. Fixings were set out with exact tolerances to match architectural drawings. All works were completed on time in September 2025.

Results

The completed installation has transformed The Reserve Welcome Building. The external structural glass balustrades offer seamless views, enhancing the arrival experience for visitors. Internally, the walnut and bronze handrails create a refined, tactile connection that aligns beautifully with the building’s contemporary natural aesthetic.

This project not only strengthens our reputation in delivering complex public realm balustrade solutions but also reinforces our long-standing relationship with McPhillips Wellington.

For more examples of our work, you can explore our installations at:

  • Escapade, Silverstone with HG Construction
  • The Belfry, Sutton Coldfield with VINCI Construction

Ready to Elevate Your Next Project?

If you are looking for a balustrade and handrail partner who delivers precision, reliability and seamless project management from survey to installation, we would be delighted to support your next scheme.

Let’s build something exceptional together.

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