WELCOME AND INTRODUCTION 4 - Star Pubs & Bars · HEINEKEN is the UK’s leading pub, cider and beer company and the name behind iconic drinks brands such as Strongbow, Bulmers, Heineken®,

ContentsWELCOME AND INTRODUCTION 4

WHAT’S NEW 6

RUNNING YOUR PUB 8

GETTING IN TOUCH 14

SUPPORT 16

INVESTMENT SUPPORT 22

MAKING A COMPLAINT 24

CONTACT US 27

Rent and invoicing 6Pricing 6Retrospective discounts 7

Ullage 7Machines 7Transferring from the Punch Buying Club 7

Business Development Manager (BDM) 14Pick up the phone 14Property Manager 14

Estates Manager 14How we communicate with you 14

Ordering 9Delivery 9Collection 9Online payments 10Emergency orders 10Invoices 10Brulines 11Repairs 11

Technical service queries 13Insurance and your responsibilities 13Making a property claim 13Reporting an out of hours emergency 13Responding to a media enquiry 13Utilities 13Rent reviews and assessments 13

Star Support 16Marketing support 17Retail calendar 17Discover Star 17Point of Sale (POS) design & print 17Ordering POS 17Websites 17Making the most of PR 17

Your drinks offer 18Society of Independent Brewers Association (SIBA) 18Discover Cask 18Food support 19Training support 20Raising the Bar Workshops 20CPL Training 20

Q&A 26

to Star Pubs & Bars Online

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HEINEKEN is the UK’s leading pub, cider and beer company and the name behind iconic drinks brands such as Strongbow, Bulmers, Heineken®, Foster’s, Kronenbourg 1664 and Desperados, together with a full range of speciality brands.

5INTRODUCTION

As the pub business of HEINEKEN, we’re big enough to negotiate the best deals with suppliers but still take a personal approach and get to know licensees and operators well so that we can offer the individual support that every successful pub business needs.

We employ around

2,000 people across our seven sites in the UK, with breweries, cider plants and offices in Edinburgh, Tadcaster, Manchester, London, Hereford and Ledbury.

More than 90% of our beer sold in the UK is brewed in the UK and we’re a major supporter of British agriculture, sourcing 100% of our malt and barley for our UK brewed beer from UK farms and maltsters. Our sustainability story can be found at oursustainabilitystory.co.uk

We’re a passionate supporter of the Great British Pub. ThroughStar Pubs & Bars, we have a nationwide pub estate of around

2,900 outlets.

Since 2012 we’ve invested more than

£100m in our pubs to broaden their appeal for consumers and to put them where they belong – at the heart of communities.

Welcome

So, what can you expect from us? Well here at Star Pubs & Bars, we believe pubs are an integral part of British culture, and that well-invested pubs, in the hands of skilled and ambitious people like you, can really thrive.

We don’t see you as just a licensee, we see you as a business partner. And like any good partnership, we’ll be there to support you in many ways. From investment and training right through to marketing, we’ll be by your side providing the balance of support and freedom to help you make your pub a success.

Many things won’t be changing, you’ll still be able to stock the vast majority of the drinks you do now, at the same price, or less than, before.

For those of you in England and Wales, your rights and obligations under the Pubs Code will remain the same as they are under Punch ownership, as we’re a company of 500+ pubs. For those of you in Scotland, your lease agreement will also continue as it is and the change of ownership has no impact on the terms and conditions set out in your agreement.

We’re on a journey to build Britain’s best pub company. This is done by creating sustainable and mutually profitable partnerships with all our licensees and working to attract and retain the best licensees, who are crucial to the success of pubs.

I’m looking forward to working with you to grow your business as we continue to create successful pubs in the heart of communities right across the UK.

Best wishes

Lawson MountstevensManaging Director Star Pubs & Bars

4 WELCOME

I’m delighted that on Monday the 5th of March 2018, your pub transfers over to Star Pubs & Bars. We understand there is a lot going on at the moment, so we’ve created this booklet to answer questions you might have and to try and make sure your move to Star Pubs & Bars is as smooth as possible.


RetrospectiveDiscounts

Existing retrospective discounts will remain. Some of these have been paid by cheque in the past, but we don’t make payments by cheque. Instead, we’ll pay by BACS to your account.

If you receive weekly retrospective discounts as a form of short term support from Punch, you’ll find these converted into additional off invoice discount once you start purchasing directly from Star Pubs & Bars, reducing the price you pay for the product by the same amount as the previous retrospective discount.

Ullage

Any ullage will be collected within 14 days of a request. Please continue to log any ullage claims for faulty products to HEINEKEN as usual. During the last two weeks of February, any faulty products reported will not be collected until the week commencing the 5th of March. This will ensure the credit is processed to your new Star Pubs & Bars account, not your closed account with Punch Taverns.

Machines

7WHAT’S NEW?

Star Pubs & Bars Online is the site where you can place an order at a time that suits you, view all of your invoices and statements, and make payments at any time.

If you’re registered for the Punch Buying Club we’ll automatically generate a log in for you at Star Pubs & Bars Online (order.starpubsandbars.co.uk) using the email you used when registering for the Punch Buying Club.

In the last week before transfer we’ll generate and email a link to the password to your Star Pubs & Bars Online account. More details on this will follow in your personalised document in the next few weeks.

If you’re not registered for the Punch Buying Club but would like to order through Star Pubs & Bars Online, then please contact the Customer Hub on 0345 878 7076.

Transferring From The Punch Buying Club To Star Pubs & Bars Online

We know that for many pubs, machines are an important source of income. That’s why we have some of the best deals in the market and why we’re constantly updating our offering. If you have machines in your pub at present they will stay the same.

On handover to Star Pubs & Bars, your pub will move to our standard rent card for your machines, which should be equal to or less than your current rent. Star Pubs & Bars will not charge any admin fees or collect any listing payments from the suppliers. We work with the top machine suppliers to procure the best quality-tested, Star Pubs & Bars approved equipment. Your machine supplier will be able to discuss the weekly rental for your specific machines.

No two businesses do things exactly the same way, and although we are trying to keep changes to a minimum, there are a few things that will be a little different from what you’re used to. So, what are they?

What’s New?

The Transitional Service Agreement (TSA) ends on the 5th of March and this is when your pub will transfer over to Star Pubs & Bars. During the TSA we’ve been working behind the scenes to make the transition as smooth as possible. However no two businesses do things exactly the same way, and although we’re trying to keep changes to a minimum, there are a few things that will be a little different from what you’re used to. So, what are they?

Rent And Invoicing

Punch reports rent and drinks balances, and the date due for payment, on a combined statement. At Star Pubs & Bars, we provide separate invoices for rent and drinks which advise of the date payments are due. You should make payments for both rent and drinks, by the due date shown on the invoice,

to the same bank account. To keep things simple, this is the same bank account you currently make payments to with Punch.

Any existing credit terms for rent and drinks will be carried forward - these will be confirmed in the personalised document you’ll receive in the next few weeks. If you pay by Direct Debit, you’ll see separate amounts collected for rent and drinks purchases.

All balances and any deposits held with Punch will be transferred over to Star Pubs & Bars. Your deposit balance will be confirmed separately following your transfer. There will be no change to the total amount or the day that your Direct Debit goes out for rent.

There will be a period of 12 days where there will be a pause in rent invoicing during the transition. Punch will produce their last rent invoices on the 22nd of February for statement on the 25th of February. The first invoice from Star Pubs & Bars will be produced on the 5th of March, which will include any backdated charges. If you do not pay your rent by Direct Debit, you can continue to pay online or over the phone to ensure your balance is up to date when the backdated charges are applied. Payments made by Direct Debit will be collected including the backdated charges, after the 5th of March. There may be a delay of two or three days to any Direct Debits due to be taken during the week commencing the 5th of March. Collections should return to their normal day the following week.

Pricing

The price you pay for products will either stay the same or go down.

If the Star Pubs & Bars wholesale selling price for a product is higher, we’ll increase your discount so you pay the same price when you move to the Star Pubs & Bars price list. If the Punch wholesale selling price for a product price is higher, we’ll move to the Star Pubs & Bars price list but apply your current discount, making each product cheaper. The price you’ll pay for each product will be sent in your personalised document before the end of the TSA.

6 WHAT’S NEW?

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In this section, you’ll find everything you need to know about the day-to-day running of your pub, including information on ordering,

deliveries, collections, payments, repairs and claims.

Running Your Pub

Ordering

You can order at Star Pubs & Bars Online at order.starpubsandbars.co.uk or via the Customer Hub on 0345 878 7076 (choose option 1). When calling, please have your six-digit account number ready which will be included in the personalised document you’ll receive in the next few weeks.

• If you order online, you should place your order two days in advance to secure your designated delivery day.

• If you don’t order online, you’ll be called two days prior to your regular delivery day to capture your order.

• All orders should be a minimum of 150L (3 x 50L kegs or 15 cases of beer and cider, considering a case to be 10L).

• We offer an off-day service if you need a top-up order, for a charge of £50 plus VAT.

• We offer a same day service if you need an emergency order, at a charge of £100 plus VAT.

• When ordering different bottles of spirits as part of a mixed case, customers are required to order in multiples of six mixed bottles per case and the order to delivery cycle will be day one for day three.

• If you don’t currently order online but would like to do so, please contact the Customer Hub on 0345 878 7076 and they’ll set this up.

Delivery

• On your designated delivery day, our dray will arrive and your order will be taken into your cellar.

• You’ll have a permanent time window (usually four hours but this may vary, for example if there are parking restrictions).

• On arrival, the crew will wait for up to 15 minutes if access to the property is not immediately available.

• If for any reason an authorised person isn’t available to accept your order, this will be returned to the warehouse for future delivery 48 hours later, which will then be on an all-day time window.

• During the delivery, please ensure you check your delivery, inspect for any damaged containers, confirm best before dates and confirm that the products delivered match the order you placed.

• Please reject and return any goods that you aren’t happy with, so that you aren’t invoiced for them.

• All delivery discrepancies (e.g. shortage or damage at the point of delivery) must be recorded in writing on the delivery note, and we will ask you to sign to agree to this.

• When signing your delivery note, please record the date of signing and agree the time of delivery recorded by the crew on the delivery note.

• Any delivery issues which were not recorded in writing at the time of delivery must be reported to the Customer Hub on 0345 878 7076 within 24 hours of delivery for investigation.

Collection

• We’ll collect empty kegs on your designated delivery day on a like-for-like basis i.e. deliver 10 kegs and uplift 10 empty kegs.

• Please request an uplift note for larger quantities of empties and we will plan to collect these within 14 days. It’s important to check and sign for the correct amount collected.

• To facilitate empty collections, please segregate your empty kegs in readiness for uplift.

• We’ll plan and collect your ullage from your premises within 14 days of a request being raised – please do not ask the dray crew to collect ullage without a request note.

• To facilitate collections, please ensure your ullage is segregated and is easily accessible for uplift.

• Ensure that access to both your cellar and empty kegs is free from obstruction, and please don’t ask the crew to negotiate or remove obstacles.

9RUNNING YOUR PUB8 RUNNING YOUR PUB


11RUNNING YOUR PUB

Brulines

Brulines is used for flow monitoring within the Star Pubs & Bars estate. Please contact your BDM if you would like to see your full flow monitoring report.

Repairs

We know that getting repairs attended to efficiently and quickly is a priority for licensees. We use property repairs experts Bellrock to manage and organise repairs. If you have a repair request, you can either call the Customer Hub on 0345 878 7076 (choose option 3) to talk to Bellrock directly or log the repair online at concerto.bellrock.fm.

When calling with a repair, the helpline staff will be able to advise you on whether this is a repair which we’ll undertake, or if it’s your responsibility under your lease.

Repairs which are our responsibility will then be logged and a reference number provided. You can then use this for reference in any future enquiries or requests for updates.

The helpline staff will instruct our approved third-party contractors to undertake the repair, or an assessment of the work required if it’s not possible to complete the repairs immediately.

Please note that we don’t own all the properties that we manage and some repairs may require the property owner’s consent. If this is the case, we’ll inform you and keep you up to date with timescales.

Please do not carry out any repairs which are not your responsibility, except in cases of emergency where failure to act may result in personal injury or property damage.

Online Payments

You can make payments to your rent or drinks account online through our payment portal, Star Pubs & Bars Online. This can be accessed at order.starpubsandbars.co.uk and will allow you to pay any amount to either your rent or drinks account. It’s important you speak to your credit controller to agree any amounts you pay online to ensure orders are released.

Emergency Orders

Emergency orders are available at a charge. Off day and courier charges are £50 and £100 respectively. If you need an emergency order before your next scheduled delivery, please contact the Customer Hub on 0345 878 7076 (choose option 1).

Deliveries from KNDL can often be arranged for non-standard delivery days. We also offer the facility for orders required quickly to be delivered by courier. Please note couriers will only deliver to the nearest safe kerbside to your pub, not your cellar.

Invoices

Punch currently email some customers with a copy of each invoice. At Star Pubs & Bars we don’t offer this facility. Copies of invoices from us for rent and drinks orders can be found by logging into Star Pubs & Bars Online.

If you require copies of Punch invoices please ensure you log in to the Punch Buying Club website before the end of February and retrieve them.

You’ll receive separate invoices for drinks (orders placed with Star Pubs & Bars) and rent (this also includes any property related charges in your agreement). Drinks invoices are created on confirmation of delivery of the products you have ordered. Rent invoices are generated approximately 10

10 RUNNING YOUR PUB

days before the date payment is due, which will be shown in the header section of the invoice. The invoices will be sent to you by post and are also available to view on Star Pubs & Bars Online. If you pay by Direct Debit, the funds will be collected on the due date shown on the invoice. If you have both rent and drinks payments due on the same day, these will show as separate amounts on your bank statement, however both will be collected under the same Direct Debit mandate. If you are a Cash with Order customer, you can make payment by the due date either at Star Pubs & Bars Online or by contacting our Credit Control team on 0345 878 7076 (choose option 2). Please note that the invoice is our request for payment and statements are issued periodically for information only.

Example Invoice

Mr Smith1 StreetTownCityCountyABC 123

XXXXXXXXXXX


Technical Service Queries

The principal brewer for your pub, responsible for providing non-branded infrastructure such as remote coolers and pythons, will remain as existing. You should call this principal brewer with any dispense problems encountered that affect multiple beer and cider brands. If you have specific problems with a HEINEKENbrand, or if HEINEKEN is your principal brewer, please contact us at the Customer Hub on 0345 878 7076.

Insurance And Your Responsibilities

You’re now insured under the Star Pubs & Bars property insurance policy with the next renewal being the 1st of April 2018. You must ensure you have appropriate insurance cover for your fixtures and fittings as well as any operational cover, such as Business Interruption, Plate Glass, Loss of Money, Employers Liability and Public Liability Insurance. For more details, contact the Customer Hub on 0345 878 7076 and select option 3.

Making A Property Claim

If you wish to make a claim on the property insurance, you should continue to log the claim by calling the Claims Hotline on 01204 869812. We’ll contact you separately if there are any changes in claims reporting.

Reporting An Out Of Hours Emergency

In the event of a major incident or crisis at your pub, you should notify the company via your BDM. If there is a major crisis and you cannot reach your BDM, call the press office on 07785 372572.

We’ve developed Emergency Procedures and Materials to support licensees in the event of a major incident. You’ll shortly receive electronic and hard copies of this guide, which is based upon our experience in providing support to licensees during serious incidents.

Responding To A Media Enquiry

If you’ve had a call from the media about an issue at your pub, we recommend you take the journalist’s details and consult with our press office on 07785 372572 before any response is made.

Utilities

If you’re currently in the Punch Group Energy scheme, this will continue after your transfer to Star Pubs & Bars. Details on this can be found in the personalised document that will be sent to you in the next few weeks.

Rent Reviews And Assessments

If you’re currently in the rent review process, this will transfer to Star Pubs & Bars and your BDM will be in touch. If you’d like more information on our approach to rent reviews, please visit starpubs.co.uk/working-star.

13RUNNING YOUR PUB12 RUNNING YOUR PUB


Social MediaSocial media is an increasingly important communications channel for licensees, many of whom like and follow us on Facebook and Twitter. This year, we appointed a dedicated Social Media Manager to share best practice with licensees.

Do take a moment to follow us on:

facebook.com/starpubsandbars

@starpubsandbars

@starpubsandbars Star Pubs & Bars OnlineAs well as placing your orders at Star Pubs & Bars Online you can also access the site for data on your machine income, support services, business insight and licensee success stories. Visit the site at order.starpubsandbars.co.uk. PublifeliteA fortnightly e-newsletter which shares news and celebrates licensee best practice.

15GETTING IN TOUCH

Business Development Manager (BDM)

Your BDM will be your primary contact with us. By now, you should have had a handover meeting with your BDM, and if you haven’t, you will very soon.

Your Star Pubs & Bars’ BDM will hold a business review meeting with you at least six times a year. This, along with other regular contact with Star Pubs & Bars, is designed to help you run a successful pub.

In order to ensure that these business review meetings are meaningful and mutually beneficial, your BDM will make an appointment so you can set aside adequate time for the meeting. You’ll need to have management accounting information available for these meetings, such as stock take reports.

At all meetings with us, people in attendance, the topics discussed and any action points arising from the meeting will be recorded in minutes which both parties will sign to confirm agreement. A copy will then be left with you for your records. Any change to items agreed at a meeting should be highlighted within seven days of the meeting.

Pick Up The Phone

We have one central Customer Hub number for contacting us to make your life a little easier - 0345 878 7076. Here you can order, speak to credit control or the repairs helpdesk and discuss your lease or any other customer service query. All your Star Pubs & Bars support teams can be contacted through this central number. Dial as follows for our different services:

1. To Place an Order2. Credit Control3. Lease, Property & Repairs4. Just Add Talent5. Customer Services6. Other Enquiries

Property Manager

You’ll be assigned a Property Manager for your pub. Whilst day-to-day repairs should be reported through the repairs helpdesk, any significant works like refurbishment will be managed by your Property Manager.

Estates Manager

Each of our pubs has an assigned Royal Institution of Chartered Surveyors (RICS) qualified Estates Manager. Your Estates Manager will handle any rent review discussions and deal with any property related legal issues such as title disputes or property sales.

How We Communicate With You

We have a number of communication channels that you can dip in and out of to find out more about what is happening in Star Pubs & Bars. These are:

Licensee ForumsWe hold regular licensee forums so you can get to know and connect with other licensees and share best practice. Monthly Monitoring of Licensee Needs and ViewsWe use an independent company to poll 26 Star Pubs & Bars licensees every month on the support they receive. This enables us to respond rapidly to any issues raised. The latest report shows satisfaction with Star Pubs & Bars is at its highest level ever. Of particular note were improved communication and longer-term satisfaction with BDMs.

Communication is vital for any successful business partnership and we pride ourselves on the strength of our relationship with our licensees. We try to make it easy for you to get in touch whenever you need some help or advice, and we do so in a number of ways.

Getting in Touch

14 GETTING IN TOUCH


When it comes to marketing your pub, we’re always looking for new ways to support you. The assistance we can offer is detailed here and can also be found at Star Pubs & Bars Online.

Retail CalendarIn any given period, there’s a host of events and activities that can be harnessed to drive footfall and increase sales. At discoverstar.co.uk, you can find a promotional calendar that gives you inspiration on the key events and activities that are coming up. The calendar is updated quarterly and will be sent out in print in March.

Discover StarThis is a quarterly magazine that provides lots of information on the deals and promotions in that quarter. You’ll receive your first copy in March and your second copy in May.

Point Of Sale (POS) Design & PrintFrom March 5th, you’ll have access to the Star Pubs & Bars Design Studio at discoverstardesignstudio.co.uk which contains a wide variety of bespoke POS items for various retail events. These are available at a subsidised price through Star Pubs & Bars, giving you access to a whole suite of POS items at better than market prices.

Ordering POSAsk your BDM about branded glassware for draught beer and cider at your regular meetings or speak to your sales support representative on the Customer Hub.

WebsitesStar Pubs & Bars website design service is managed through Inapub. Your current arrangements for website design will stay in place until the agreement expires. One month before expiry, Inapub will be in contact to discuss on-going website needs. If you’d like support to develop your site, please visit the website and social media section on starpubssupport.co.uk for more information.

Making the Most of PR We have developed a PR guide to help you get editorial coverage for your pub for events like charity fundraisers, following refurbishments or promoting an award win. Visit the entertainment and marketing section of starpubssupport.co.uk to download your publicity pack.

15

Marketing Support

17SUPPORT

Star SupportWe believe that our partnership model brings you a number of commercial and financial advantages. Details of the ways that we can help support you can be found at starpubssupport.co.uk, as well as Star Pubs & Bars Online, and includes information on food, drinks, equipment, entertainment and services. The support doesn’t end there though, we can also help with marketing, retailing and stocking the right range of products, training and investment.

16 SUPPORT

Food• Supplier discounts• Chef training• Masterclasses• Recruitment tools

Equipment• Coffee• Glass washers• Bottle coolers• EPOS

Training• Innside Knowledge• CPL training• Cellar & quality• First aid

Entertainment & Marketing• WiFi• Sky TV• Website & social• Machines

Support & Services• Utilities• Financial services• Insurance• Legal advice


We have the most comprehensive food support in the leased and tenanted sector. Whether you’re an experienced food operator or new to food, our programme provides training, deals, tools and advice to make sure that you can make the most of your food offer. More information can be found at starpubssupport.co.uk.

Food Supplier Commercial Deals

Get access to some of the best suppliers, with national pricing at a local level.

Off the Shelf Menus

Five “off the shelf” packages developed by our chef, including menu design, artwork and print, POS, a food spec book, as well as costing and allergen information.

Menu Print and Artwork Deals

Take advantage of special rates we have set up with Menu Print UK for all your menu artwork and print needs.

Chef Consultancy

Training chefs and food consultants can spend up to two full days with you to develop your food offer.

One-Day Food Master Classes

Regional workshops for you and your staff in fish and shell-fish, meat and poultry, menu development and healthy food and allergens.

Chef Recruitment and Training

Recruit the best quality kitchen team with a collection of interview and recruitment templates written by chefs, licensees and recruitment experts.

Chef’s Academy

A four-week cookery skills training course if you want to invest in developing your talent in partnership with a national cookery school.

Star Food Folder

Includes food safety paperwork and templates, allergens info and templates, food trends, food training, and beer and food pairing advice.

Menu Development Planning Tool

A step-by-step guide to making sure that your menu matches your pub and target customers.

Selling Food Without a Kitchen

How to introduce a small food offer to your drinks-led business. Advice on menus, equipment and best use of space.

Food Support

19SUPPORT

Our priority is to do what’s right for each individual pub. This means that you’ll still be able to stock the vast majority of the drinks you do now, at the same price, or lower than before, as we know how important it can be to tailor your offer to your customers. We also support your product range in a number of ways, including:

Society Of Independent Brewers Association (SIBA)

If you’re part of the Punch SIBA scheme now, the arrangement will remain unchanged giving you continued access to local ales brewed by Beerflex participants within a set radius of your pub.

Once your pub has transferred over to Star Pubs & Bars, if you want to sign up to the SIBA scheme, your BDM will take you through the process and our commercial policy.

With 550 brewers producing over 3,000 beers, Beerflex complements our existing Discover Cask programme of cask ales brewed by national and regional brewers. To find out more, visit starpubssupport.co.uk/drinks/ siba-beerflex- scheme

Discover Cask

Discover Cask is the seasonal Cask Ale programme from HEINEKEN, part of the Discover Star catalogue for the on- trade industry.

75% of customers prefer to drink ale in a pub rather than at home, which makes having the right ales on your bar essential. Ale drinkers also visit the pub more often and spend more per visit. This means that stocking the right ale in the recommended way could drive your sales and footfall.

Discover Cask is a useful guide to help you choose which ales work best for your pub and your customers. To find out more please visit Star Pubs & Bars Online, see your Discover Star brochure or call the Customer Hub.

18 SUPPORT

Your Drinks Offer


21SUPPORT

It doesn’t matter if you’re a first-time operator or an experienced entrepreneur, we want to make sure you get the most out of your pub with our programme of training and business support.

Raising the Bar Workshops

We’ve introduced three new, free-of-charge workshops designed for you to make the most out of your business. We can run all of these workshops for either a group of licensees or for multiple licensees and their managers. Each workshop involves a commitment to making a difference, and they include:

Surfing for Success This workshop advises you on all things

social media. You’ll learn how to run advertising campaigns through social media, reach new customers online and know when and what to post on your pages.

The Customer’s Journey At this workshop, you’ll learn all about

the art of silent selling. We’ll improve the way you present your pub and your products, helping to persuade people to visit and spend more.

Passion for Service This workshop is practical and all about

great customer service, how to make sure customers spend money and come back more often.

Visit the training section at starpubssuport.co.uk for more information on these workshops and to register your interest.

CPL Training

We have an agreement with CPL that allows licensees to access their platform of more than 30 training modules for an annual fee of £250. We also have free E-learning modules we have written ourselves that can be found at starpubssupport.co.uk/training/ free-e-learning and which include:

• Starting a leased pub business with Star Pubs & Bars.

• Five key numbers - the fundamentals of pub finances and business planning.

• Pubs and the law.• Disciplinary procedures

– getting it right.• Perfect pint in under 10 minutes.

Training Support

99%of workshop

attendees would recommend the

workshops.

Hospitality & Catering News 10 March 2016

20 SUPPORT


The Kirkhouse was a male dominated drinkers pub that licensee Frank Healy has transformed into a community pub catering for the whole family.

Working with Frank, we’ve invested £400,000 in the site increasing covers by 30%, improving the lighting and sound system, installing new phone charging points as well as refreshing the drinks range with more craft ales, premium beers and cocktails. The Kirkhouse offers food seven days a week, fresh coffee and free WiFi as well as live music, quiz nights and karaoke. Turnover has gone from £4k a week to £17k, over a third of which comes from food. It’s created six additional full-time jobs and one part-time role.

23INVESTMENT SUPPORT

THE KIRKHOUSE

COMMUNITY PUB

FULL REFURBISHMENT

ADDITIONAL COVERS

“My relationship with Star is a real partnership, which is what I like about it.”

FRANK HEALY, LICENSEE

Investment Support

“ The success of the refurbishment along with the constant diligence of our staff has made the Rose and Crown into the thriving pub it is today.”

JOHN CORBETT, LICENSEE

At Star Pubs & Bars we’re committed to investing in our pubs to ensure they meet customers’ ever changing needs and to provide strong business opportunities for Star Pubs & Bars licensees. We have invested £100m over the past five years and here are two recent examples of our approach to investment.

22 INVESTMENT SUPPORT

THE ROSE AND CROWN

COMMUNITY PUB

FULL REFURBISHMENT

NEW KITCHEN

The Rose and Crown was a drinks-only pub and underused by the wider local community.

Star Pubs & Bars invested £200,000 in the site to install a commercial kitchen, refurbish the pub, and upgrade private accommodation. This created a fantastic bar area for existing customers to drink and watch sport, while also adding areas for new customers to enjoy a coffee and share a meal.


25MAKING A COMPLAINT

Making a Complaint

24 MAKING A COMPLAINT

It’s in everyone’s interest to maintain a positive and mutually beneficial business relationship. Most issues can be settled by discussion or correspondence with your BDM, but if the issue is of a serious nature or remains unresolved, you may wish to make a formal complaint.

How to Make a Complaint

We take any complaints or concerns seriously. We’ll ensure that all complaints are investigated by an appropriate senior manager who’ll deal with the issue in a confidential and sensitive manner. To make a complaint you can send an email to [email protected]. We will acknowledge receipt of your email within seven days and will provide a written response within 28 days.

If you’re dissatisfied with the outcome of your complaint, there are independent bodies who can assist.

For England and Wales the Pubs Code Adjudicator was established by the UK Government to support the introduction of the Pubs Code Regulations 2016. Complaints arising after July 2016, relating to compliance with the Pubs Code or determination of rent reviews and renewals, may be referred to the Adjudicator.

In Scotland we are committed to the voluntary Code of Practice. In the event of a dispute which cannot be resolved through our complaints procedure, the Scottish voluntary code allows tenants to refer disputes to either the Pubs Independent Rent Review Scheme (PIRRS) or to the Pubs Independent Conciliation & Arbitration Services (PICA-Services).


Q&A

26 Q&A

Will there be any change to my lease?No, your lease agreements will continue as before. The change of ownership willhave no impact on the terms and conditions set out in your agreements.

Will I be able to order the same stock?Our starting principle on stocking is that we will do what’s right for each individualpub. You’ll continue to benefit from the ability to stock all of the drinks availablefrom Punch at the end of the TSA, from a wide range of drinks suppliers. In thelonger term, any changes to the stock of a particular pub will only come about asa result of discussions and agreement with you – again, based on the principle of prioritising what’s right for your pub. We also have an agreement in place with SIBA that will see us work with them to continue the Beerflex scheme, which offers access to regional and local cask ales.

Will my rent remain the same? Yes, Star Pubs & Bars will charge the same rent currently charged by Punch.

Will my delivery day remain the same? Yes, deliveries will continue to be made by KNDL on the same delivery day.

My premises licence is held in the name of Punch Taverns. Do I need to do anything? No, Star Pubs & Bars will transfer all licences into the name of one of our companies at the end of the TSA.

Do I need to sign new Direct Debits? If you pay by Direct Debit there is no need to do anything, as the Direct Debit will remain the same and be collected from the same reference number.

We’ve tried to answer as many of the questions you may have as possible in this document, but we’re sure you’ll also have more. Here are a few Q&As before we finish.


WELCOME AND INTRODUCTION 4 - Star Pubs & Bars · HEINEKEN is the UK’s leading pub, cider and beer company and the name behind iconic drinks brands such as Strongbow, Bulmers, Heineken®,

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