Case Study

FM Maintenance Services: Successful trading relationship with luxury branded Retailer — Nationwide

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Building Services (reactive and projects), Technical Services (compliance and planned maintenance), Helpdesk



Working relationship begun


Project Outline

In 2017 and following a successful and long-standing relationship with a luxury eye-wear brand, the newly appointed property director invited Masterfix to apply for accreditation. Soon enough we were approved to work for this luxury jewellers.

At the time, they were mainly a wholesale business and operated only 21 stores, with the rest being franchises. Rapid sales growth and associated expansion plans meant they outgrew their limited property department and as a result they needed to address issues around store standards and compliance.

  • August 2017 and following a three-stage interview and selection tender process between three suppliers, Masterfix were selected for the delivery of Hard FM service provision.
  • The scope covered 24/7 Reactive Maintenance, Compliance testing, Planned Maintenance and a 24/7 Help Desk service, all on a national basis.
  • With their strategy to reverse the number of franchised stores and return to direct control we saw a near immediate increase in stores from 21 to 56.
  • By June 2018, the number of stores had increased to a total of 127.
  • November 2018, the service was then extended to undertake compliance management and service delivery to the remaining franchised stores.
  • June 2019, 25 stores in Ireland were added to the contract.
  • February 2020, and as a direct result of our success, a new 3 year contract was negotiated.
  • January 2021, the total portfolio becomes 152 owned and operated stores under full management and 90 franchise stores under a compliance management service only.
What lies ahead?

Additional Owner Operated Sites During 2021/2: There are further plans to integrate 25 franchise stores back to owner and operated.

Refurbishment Opportunity: Plans are underway to refurbish 40 stores of which Masterfix will have an opportunity to tender for those specifically located within the London and Home Counties.

Health & Safety Services & Management: There will be a further opportunity to tender for these services which we estimate to be worth £600,000 over a 3 year period.