From one lighting call to every fault, every site.
HAM Restaurants runs Crispin, Bar Crispin, Bistro Freddie and Crispin at Studio Voltaire. Today one team looks after all four, and the people running the group no longer hear about maintenance at all, unless they want to.
It started with a light.
Sharif was first called to Crispin for a simple lighting fault. At the time, maintenance across the group worked the way it does in most busy restaurants: a different contractor for every problem, or a large call-out firm that sent whoever was free, at a premium price, and rarely the same engineer twice.
Nobody owned the building's history. Each new face started from scratch, and every fault became a fresh round of explaining, chasing and waiting.
The real cost wasn't the invoices
It was the people. When something broke, staff messaged whoever they could reach, which usually meant the owner or the operations director. Calls, WhatsApps and emails about "the latest emergency" landed in the middle of their working day and, too often, in their evenings at home with family. The people meant to be running and growing the group were spending their time coordinating plumbers.
One job became every job
The lighting fix was done properly, on time and around service. Then came a leak, a shelf, an appliance, a door. Job by job, HAM handed us more: plumbing, electrics, carpentry, kitchen equipment, and the specialist faults too. Bar Crispin, Bistro Freddie and Crispin at Studio Voltaire followed. Each site now has a monthly planned visit as well as rapid response when something goes wrong mid-service.
What changed for HAM.
Before Aveiro
- Different contractors for different trades, or a big firm sending whoever was free
- Premium rates without out-of-hours flexibility or a long warranty
- Owner and ops director fielding staff calls and messages, day and night
- Chefs explaining faults and parts to engineers in each other's jargon
- No single record of what had been done, where, or why
With Aveiro
- One team, one number, every trade, across all four sites
- Work around service: late nights, early mornings and Sundays
- Staff scan a QR code, report in seconds, then follow and add to their job
- Owners and ops see progress on the portal, without being in the chain
- Every job, photo and asset logged, backed by a 3-year workmanship warranty
One tech talking to another.
Some faults need a niche specialist: a refrigeration engineer, a manufacturer-trained technician, a gas engineer. We don't hand those over and walk away. We diagnose first, find the best-suited specialist, brief them in their own language, source the right parts and stay on until it's fixed.
That means a head chef never has to explain compressor faults or part numbers, and an operations director never has to judge whether a quote is fair. One technician talks to another, and HAM gets one update, one invoice and one team accountable for the result.
- 01
Report
A team member scans the QR code on site and describes the problem, with a photo, in under a minute.
- 02
Diagnose
We triage, attend and find the cause. If a specialist is needed, we brief them and source the parts.
- 03
Resolve
The fix is made, signed off and logged with photos. Staff, site managers and ops can all see it on the portal.
Everyone gets back to their own job.
The owner and operations director now focus on running and growing the group. Maintenance happens in the background, and when they want to know what's going on, it's all on the portal: what was reported, who's on it, what was found and when it was fixed.
Site teams are happier too. They have a quick, simple way to report problems, they can see their job move along, and they can add notes and photos as things change. No more chasing, no more wondering whether anyone picked up the message.
And because the same team visits every month, we know these buildings intimately: every appliance, every quirk, every repair. Problems get spotted early, fixed once and recorded for next time.
Hand us the faults. Keep your evenings.
See our hospitality plans, or book a site survey and we'll recommend the right level of cover.