Charles Wells vows to boost support

Charles Wells Pub Company has promised to improve its support network for licensees, including increasing the ratio of regional development managers (RDMs) and looking at being "more flexible" on beer prices.

The leased and tenanted pub operator promised to act following a survey of 103 of its licensees.

Writing in Charles Wells' Eagle Eye publication for its pubs, sales and marketing director Peter Wells said licensees thought RDMs were "spread a bit thinly, and had too many pubs to look after — reducing the time they had to spend with individual pubs and be available to respond to calls".

Charles Wells had also failed to communicate effectively about its specialist support teams available to its pubs, Wells said.

"Feedback about the support teams was good and we will continue to invest in them, promote them more strongly and encourage you [licensees] to make more use of them."

On cask beer, Wells said that the company is "exploring ideas", which would mean it could be more flexible on price and lead to better discounts and new pricing models.

Licensees were asked if they would like to do more themselves in terms of maintenance and repair, in return for lower rent. "Your feedback was that you wanted the pub company to maintain the property."

There was also feedback on the quality of work carried out by contractors.

Wells promised a "full audit" of contractors' work to compile a "benchmark of quality, setting minimum standards that need to be met". Contractors must commit to meet these standards before being added to the list of suppliers, and must tender for work within a set period of time.

Charles Wells' licensees rated the top five most important things to help grow their business as: the RDM, head-office services, business-support specialists for beer and wine, the Charles Wells brand and promotional kits.