TOG Albert House 256-260 Old Street Shoreditch, London EC1V 9DD
Unit 3, The Glade Business Centre Forum Road, Nottingham NG5 9RW
Ei Group Maintenance Contract Case Study
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
Working at actively tenanted sites with minimal disruption.
Providing a broad range of services across a wide service area.
Keeping the property portfolio up to current regulation standards.
Delivering rapid response reactive maintenance where necessary.
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
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
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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