Punch hopes to build bridges with tenants
by The PMA Team Punch tenants and lessees are being promised that chief executive Giles Thorley will deal with unresolved problems within three days under a new deal aimed at improving relations with licensees. The move called Frontline is just one plank of a raft of tenant-friendly initiatives to increase understanding and improve service for Punch's 4,500-plus licensees. The initiatives include the production of a Retailer Charter in June which sets out, in the interests of transparency, how the major parts of the retailer/pubco relationship, such as rent reviews and lease renewals, work. A one-stop shop helpline for dealing with tenant inquiries will attempt to avoid the frustration of tenants who are unable to contact their business development managers and other key Punch staff. Francis Patton, formerly commercial director, has taken on the new job of customer services director to provide a more direct and responsive interface between the company its tenants, the media and the City. The move will be seen by many as an attempt to improve the sometimes fraught relationship with tenants. The Punch initiatives have arisen from 20 Retailer Forums some attended by Thorley himself held around the country since last September by Punch to hear first-hand from licensees on issues of concern. Patton told the Morning Advertiser: "It's about improving communication with our 4,500-plus entrepreneurs. We have created Frontline so the responsibility for dealing with a problem can't be lost. Any inquiry whatsoever that hasn't had an answer could go to Giles. This shows commitment to our retailers we can't hope to be successful unless our retailers are successful." Figures released by Punch this week shows it is engaged in rent or lease renewal disputes with just eight licensees. Recruitment of new licensees also appears healthy, with 440 new lettings in the year to March, and 320 assignments. Punch is also currently offering rent concessions to 256 licensees, worth an annualised total of £2.4m. But figures also show rent on renewal and review climbing quite steeply in Punch's first financial half-year 104 new lease renewal rents rents saw an average 15% uplift while 160 rent review produced an average 13% increase. Punch admitted disappointment earlier this month that a Morning Advertiser survey revealed that 19% of 884 lessees industry-wide thought Punch the "least fair" pubco. lSee City p14 The Punch commitment
A one-stop helpline for all initial licensee inquiries and complaints
A commitment that complaints will go as high as Giles Thorley himself within three days if not answered properly
A Retailer Charter in June setting out all major aspects of the retailer relationship
Frances Patten has become Customer Service Director to improve communications with licensees and the media.
