Case study

M&E services for Halfords

  • Client Halfords
  • Services provided M&E service
  • Sector Retail

Integral originally started supporting Halfords Retail in 2013 providing reactive repair support for the store network across UK & Ireland. On 1st April 2014 Integral took on the responsibility of carrying out the maintenance for their head office which comprises of over 357,000 sq ft of warehousing and offices on the 21.15 acre Washford Industrial Estate and for every Halfords store (currently set at 468 Stores) throughout UK & Ireland.

Since the start of the maintenance contract in April 2014, we had completed 3,041 maintenance visits throughout UK and Ireland for Halfords, ensuring that by the end of 2014 Halfords were compliant within their maintenance regime. From April 2015, the contract was on a Fixed Profit & Management Cost Model.

The contract is managed by a National Contract Manager and further supported by 10 Regional Contract Managers. The services are delivered by the local engineering teams throughout the UK.

In order to ensure the service delivery is at a sufficient standard, the National Account Manager works out of the Halfords office at least once a week. As well as the management of the contract by a National Account Manager, the contract is supported by dedicated Contract Coordinator, Helpdesk team leader and Help Desk operatives.

Integral had a dedicated mobilisation team and joint mobilisation team with Halfords. The mobilisation focusses on asset verification processes, carried out through designated site engineers. Mobilisation is also focussed on managing existing subcontractors to ensure best practice and best price.

Scope of works:
  • Fixed Management & Profit Cost Model
  • Total Cost Reduction of 22% by 2017/18
  • 13% Reduction in Year 1
  • £2m savings over 3 years
  • Reactive Savings of 30% by 2017/18
  • Dedicated Administrative and Help Desk Support
  • Help Desk Team Leader and National Finance
Helpdesk Services

Integral have provided Halfords with a dedicated help desk that all the stores use to log calls and provide progress updates. We have provided a bespoke client web portal to provide reactive/PPM data and access to statutory certification. Integral also manage the annual maintenance budgets for Halfords proving weekly ac-crual reports and other finance information for Revenue & CAPEX works. Integral have also been working with Halfords to devise a new energy efficient specification for the HVAC replacements for existing stores. We have also been working hard to work alongside Halfords and work as one unit in delivering a seam-less service with communication at all levels being one of our key objectives.

Key benefits

Personal Service — We provide a dedicated National Account Manager supported by 10 Regional Contract Managers who deal with all aspects of the contract and relationship management with Halfords. This ensures that there is sufficient time devoted to the smooth running of the contract and the consistent achievement of key performance indicators.

A flexible approach to minimising business disruption — Out out of hours remedial maintenance programmes have enabled us to work in consideration of Halfords’s trading hours to ensure that all building service requirements are carried out with the minimum of disruption and inconvenience to both Halfords staff and their customers.

Efficiency & Added Value — Integral’s ethos of self-delivering the vast majority of our services means that we have been able to streamline costs, whilst providing Halfords uniformity and accountability and value for money.

Continuity of Service Delivery — Throughout the contract delivery to Halfords we have ensured the same local engineers maintain the specific sites to ensure we deliver service continuity. Our engineers build up the knowledge of the building and it’s equipment and has helped us to develop trust and rapport with the site staff at each site.


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