A day in the life of ... a Business Development Manager (Admiral)

Two of the PCA team spent the day with Admiral Business Development Manager (BDM), Stuart Taylor, as he navigated his area in Worcestershire, visiting four different pubs across Malvern and Flyford. This kind of opportunity is invaluable in helping us understand better the tied relationship and the working lives of tenants and BDMs. 

Stuart has been in the pubs industry for many years, working across a number of different pub companies. Our conversations naturally turned to the Pubs Code and how it was introduced in 2016 to ensure fair and transparent business practices for tied tenants, and ensuring they are no worse off than if they were free of tie. Stuart explained that he aims to support each of the tied tenants in his area by meeting at their pub at least once every twelve weeks, and that he keeps in regular contact with them via a WhatsApp group too.

Our first visit was to the Railway Inn, a charming pub with accommodation, set against the backdrop of the Worcestershire countryside. Tied tenant Alison had recently taken on the pub under a short agreement and was looking to move into a 5-year tenancy. Alison had been in the pub trade since the age of 17 and had big ambitions to create a thriving community pub, using social media and marketing strategies she’d learned about in recent Admiral training for prospective new tenants. 

Stuart showed us the course materials, and it was fantastic to see the featured section within the training course on the Pubs Code. This helps ensure prospective tenants are aware of their rights under the Code before they take on any new tied agreement. Stuart took Alison through the ‘Schedule 1’ information that she would need to know about her pub before taking on a 5-year tenancy, including agreement type, information about the premises, Schedule of Condition, maintenance and repair obligations, how the tie works, premises insurance options and payment of rent and deposits.

Our second visit was to the Prince of Wales, a friendly, wet-led local pub offering real ale, darts and pool and showing live sports. Tenants Phil and Sharon were in their last year of a 5-year tied tenancy. The meeting focused on the renewal process, the repairs needed, and agreeing who was responsible for what. Phil flagged that some previously agreed repairs were still outstanding which Stuart committed to escalating with Admiral’s repairs team so they could be scheduled in promptly. 

The next pub was just a short walk away, the Retired Soldier in Malvern, where tied tenant Nigel had taken on a new tenancy agreement at this traditional and sociable wet-led pub, just three weeks before. Nigel was looking to develop the pub’s offer, organising and promoting live music events to locals. Stuart took Nigel through Admiral’s online system which provided posters and other marketing materials and talked about the support Admiral offered, including a 24hr helpdesk. They discussed the best beers to promote to the local community, as well as pending repairs. Stuart took notes throughout and confirmed to Nigel that he emailed meeting notes out to tenants on the day after the meeting – earlier than the required 14-day turnaround for the provision of BDM notes to tenants that is specified by the Pubs Code.

Our final pub took us to the Red Hart, a historic pub located in Flyford Flavell. There we met Mandy who ran the destination pub alongside two other partners, offering a wide range of food and drink options, as well as live music and foodie events. As with the first pub, the tenants were on a short agreement and looking to move into a 5-year tied tenancy. Stuart and Mandy discussed a wide range of plans for the pub – including organising more events and building local community engagement. They also discussed the major refurbishment of the function room of another pub they have with Admiral, which was being completed as part of Admiral’s incentive scheme. Energy bills and sales were also topics raised, and Stuart took Mandy through the Schedule of Condition and business plan financial forecasts for the pub. Mandy had been in the pubs trade for some time and was well aware of the Pubs Code, and the PCA’s tenant survey, which measures tied tenant satisfaction with their pub company.

Each pub we visited had its own unique style and ambiance, and each tenant had their own set of needs and requirements. It was clear that the BDM’s understanding of the specific needs of each tenant, and their pub was central to building a strong working relationship. Fundamental to this was making sure tied tenants have the right information at the right time, in line with their Pubs Code rights, ensuring tenants are well-supported to run successful and thriving small businesses – pubs that people love to visit!