Planned maintenance contract for large national client in leisure industry
Our story with Rank began in early 2017, with a small contract for the East Anglian locations of Norwich, Great Yarmouth and Ipswich, managed by our office in the Southeast for HVAC planned maintenance. Further requirement for our services soon followed in the form of a tender; further sites in the Northern UK were to be added to the service contract, and with this opportunity came so much more. Read on to see how our relationship with Rank has evolved in such a short space of time.
The client: about Rank
Rank group is a multi-channel gaming and casino operator in the leisure industry that have been entertaining Britain since 1937. From its origins in motion pictures to today's gaming based brands, the group has entertained many millions of customers in Britain and around the world for just under a century. The Group's mission is to entertain, and with a total of 139 UK locations, keeping their customers and staff, safe and comfortable is a job that JCW understands well.
From our experience we know that the Leisure and Entertainment industry has a specific set of requirements; this includes complying with Health and Safety requirements without compromising on the ambience within their client facing areas. We work with many Leisure and Entertainment names that have their own bespoke requests for maintenance service, so our Account Managers are well equipped with the skills and experience to look after Rank.
Rank’s portfolio: Grosvenor Casinos and Mecca Bingo
Rank’s 139 properties are divided into separate regions, with one dedicated main contractor appointed to each of the regions for both Planned and Reactive Maintenance as well as any remedial repair works. Rank’s facilities management system also calls for the dedicated main PPM contractors for each regions to serve as secondary call-out and remedial repair providers in neighbouring regions. This meant that in addition to the sites awarded, service desks are also required to backup and support main contractors for other regions.
Shortly after carrying out PPM for the sites in East Anglia, JCW were made aware of Rank’s electrical portfolio maintenance requirements. JCW’s Midlands division, who specialises in Electrical and HVAC planned maintenance for the retail and leisure industry, were invited to tender for the northern locations of Mecca Bingo and Grosvenor Casinos. We were delighted to be awarded this contract which was mobilised before the end of 2017.
JCW’s full potential
JCW have directly employed engineering staff across the UK mainland. 130 mobile engineers are certified in various skill sets covering our expansive client portfolio, all managed by our 6 offices across the UK. Our engineers are strategically located to be no more than 15 miles from any major town or city. This means we can successfully achieve the variety of emergency response times which are set and tailored to suit Rank’s requirements.
As a contracted client, Rank benefits from our National call-out coverage, 24hrs a day, 365 days a year with call-out requests handled by our Service Desk. As a main provider for one initial region, we soon proved ourselves proficient with these northern region locations and so, Rank trusted JCW to receive and attend calls to provide remedial and reactive services in other non-contracted regions.
For Rank we self deliver the following services:
Fire Alarm Maintenance
Emergency Lighting Maintenance
Heating Service and Maintenance
Air Conditioning Maintenance
24/7 Reactive Response Services
Dedicated Account Management Team
Learn to adapt
JCW offer our in-house CAFM system as part of the contracted maintenance plan we propose to our clients. In the case for Rank Group, we were requested to take on board the client’s external CAFM system. Our maintenance team are experienced with a number of external CAFM systems, and understand the need for our clients to continue working with an interface they are familiar with. Most importantly, we are invest in and adapt our own systems to integrate with our clients CAFM systems quickly, so service disruption is at minimum.
Words from JCW Account Manager:
“Rank is a treasured client of ours. We are constantly finding ways to improve the skills of our engineering team, as well as our administration and management style with the aspiration to excel above their expectations,”
Our Business Development Director added:
“JCW are proud to secure this contract with Rank and we look forward to a long term relationship in delivering our bespoke solution to this major entertainer in the leisure industry. We hope to prove our capabilities with actions to subsequently grow our contract over time.”
JCW have strong references in the Leisure and Entertainment industry, and we are certainly proud to have added Rank to this list. With our network of 200 staff across the country with relevant engineering qualifications, contract experience and accreditations, we are confident that our capability is well suited to Ranks’ property portfolio.
We are very much looking forward to building our relationship with Rank and providing them with essential maintenance and building compliance services to ensure their staff and customers continue to enjoy a safe, compliant and comfortable environment.