Ei Group Maintenance Contract Case Study

Ei Group Maintenance Contract Case Study

Ei Group Main
Project Location: East Midlands, UK
Project Value: £3,500,000.00 P/A
The Client: Ei Group, one of the largest UK pub chains with a portfolio of over 4000 properties
The Challenge

  • Working at actively tenanted sites with minimal disruption.
  • Providing a broad range of services across a wide service area.

The Objective

  • Keeping the property portfolio up to current regulation standards.
  • Delivering rapid response reactive maintenance where necessary.

The Solution

  • A comprehensive reactive and planned maintenance service across the portfolio.
  • Strict adherence to KPIs agreed with the client.

Aims and Objectives

  • Ei Group have entrusted us to maintain their central property portfolio, we undertake both reactive works and planned works across their estate and we’re measured against KPIs.
  • We cover all trades for them from groundworks to roofworks and work on Service-Level Agreements, typically from 4hrs to 4 weeks.
  • In addition to providing our reactive service, we operate an annual rollout programme to update external decoration, and kitchen and bathroom refurbs on selected sites.
  • Works in the rollout program are completed in batches, with Ei Group identifying a number of properties to be updated each year.



We undertake a wide range of reactive, planned maintenance & repairs for Ei Group, and provide full project management at each site:

  • We supply and manage site-specific H&S documentation, including Construction Phase Plans, Risk Assessments, and Method Statements
  • We conduct site monitoring throughout each project, with site supervisors attending each site daily to check project progression and review workmanship. Reports are issued upon project completion.
  • We agree upon KPIs with the client and manage them via a contract management system. Reports are presented on a quarterly basis.
  • We manage resource allocation, based on workflow, holiday requests, and current contracts. Any subcontractors used are vetted prior to arrival on site.
  • Handovers are delivered via a dedicated Project Manager/Supervisor who visits all properties 24 hours prior to final sign-off.


Our services for the Ei Group include:

  • Reactive and planned maintenance
  • Full rewires
  • M&E upgrades
  • Minor repairs
  • Glazing repairs/window installations
  • Emergency responses and repairs
  • Improvement of existing installations
  • Maintenance of existing electrical/heating installations
  • Kitchen and Bathroom refurbs
  • General joinery and decorating
  • General building and roofing works
  • Drainage surveys and remedial works
  • Disabled Ramps
  • Structural/damp surveys

Average Response Times:

  • Emergency call-outs (covering all trades) – 4hr or 24hr SLAs with a first-time fix rate of 98%.
  • Planned reactive/maintenance works – 72hr and 5-day SLA.
  • Planned projects with a 10-day turnaround time from receipt of order to starting on site.



  • We have successfully held this maintenance contract since 2018.
  • Throughout the contract we have completed all works to a high standard, ensuring that the client’s aims and objectives are met.

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