Star Pubs & Bars has launched an enhanced property repairs service following in-depth research of Star licensees to find out what they wanted.
The repairs service features a new online portal available 24/7 from any mobile device or computer.
The portal enables licensees to log repairs, view a job’s status in real time and feedback on their satisfaction with completed work. It also notifies licensees by text or email when there is any change in their repair’s status.
To make the portal a one-stop shop for repairs and maintenance, licensees can access their statutory certificates and their renewal schedule on the site. The portal complements Star’s existing telephone help desk, giving more choice to licensees in how they manage repairs.
A spokesperson for the company told FEJ that in some instances, kitchen support would also be administered through the service.
“Star manages all catering repairs and replacement of equipment for its ‘Just Add Talent’ [start-up sites] through the repairs help desk,” explained a company spokesperson. “It does not actually have a duty to repair catering kitchen equipment for any other of its lease types, although in some it is responsible for replacing when life expired.
“When this is the case the replacement would be managed by the help desk. Infrastructures issues which affect kitchens such as ventilation, wiring and gas pipework, where part of Star’s lease responsibilities, would also be handled through the repairs help desk.”
The new service rolled out this week also includes a dedicated specialist to oversee more complex jobs involving heating and cellar cooling systems in addition to an enhanced audit regime to ensure contractors maintain high standards.
Chris Moore, property and strategy director at Star Pubs & Bars, said: “We’re constantly looking to improve the support we provide licensees. We started with what licensees told us they wanted and designed the repairs service around their needs. Good communication was key for licensees. Technology has revolutionised how companies communicate with customers in other sectors such as parcel deliveries and we wanted to bring similar improvements to the way we communicate property repairs.”