Despite only being open for ten weeks between April 2020 and April 2021, Memsahib Gin and Tea Bar has recently been the focus of Cheltenham’s interest with their innovative crowdfunding campaign designed to generate forward sales and reconnect with their customer base.
Cheltenham BID’s Communications Assistant Alex Boulton spoke to founder Litu Mohiuddin and General Manager Rasel Mahmud about the business, the campaign and reopening plans.
How has the past year been for Memsahib Gin and Tea Bar?
The past year has been very difficult for Memsahib Gin and Tea bar. We could only trade for ten weeks out of 52 between April 2020 and April 2021. Due to our style of food and kitchen set up we were unable to offer a takeaway service. To add to the challenges, we had to close the business three times resulting in wasted stock.
Due to not having any real outdoor space, we couldn’t capitalise on good weather or the only outdoor opening period. When we were able to open, having to reduce 25% of seating capacity and increase staff due to COVID-19 safety requirements meant the overheads went through the roof whilst income fell. We lost all of the crucial Christmas period and of course the crowds that the racing would have brought in. All in all, not an ideal situation!
Why did you decide to set up the crowdfunding campaign? How has Cheltenham reacted?
Our crowdfunding campaign is based on a ‘pay it forward’ principle, making pledges for drinks, food, experiences and products. The idea was to get connected with our customers again which in turn certainly helps not only with the cashflow, but also a confidence boost for our staff and basis to bounce back stronger. The campaign will also help publish our cookbook and enable us to expand our distillery and retail offering. Furthermore, thanks to the support we are receiving we will reopen with added experiences including cookery classes and a walking tour with afternoon tea. The crowdfunding campaign will help to bring everything to life.
Cheltenham has reacted really well; we are truly grateful to our customers and our backers along with everyone who has helped shared our campaign.
What are your upcoming plans? What can visitors expect after reopening?
We will be re-opening on 18th May with a brand new local, green and sustainable menu that will look and taste just as fantastic as our previous Tasting and Afternoon Tea menus. We are also revisiting our drinks list to add more to the already brilliant list. We have also added a cookery masterclass to our monthly programme of events and once restrictions allow, there will be events including jazz and comedy nights held at the bar.
First and foremost, our priority will be to make our customers feel safe when visiting Memsahib Gin & Tea Bar. The team will continue to produce great food and drinks to go with our excellent service.
What are your best-selling food and drink items?
Our Tasting Menu is certainly the best-selling item on the menu and is what most people know us for. It can be taken with or without drinks, and a vegetarian option is also available. Our Tasting Menu is an experience to savour with your date, family, friends or a corporate gathering.
Our best-selling drinks are by far our house crafted gin and tonics. We currently have a list of 42 varieties of house-infused gin, ten of which are on the menu in accordance with season. The gin is paired with tonic, herb-infused ice, fresh botanicals and house dehydrated fruit. A gin drinking experience like no other and some say a work of art.
The Memsahib Marvels and Gin & Tea Bar Heroes campaign ends Thursday 15 April. You can visit the Crowdfunder page here.
Demonstrating the quality of the professional services sector in Cheltenham, we would like to congratulate Mactaggart & Mickel on being named as our BID Business of the Month for March 2021.
Since opening their first office outside of Scotland in Cheltenham in 2018, Mactaggart & Mickel has gone from strength to strength in the region, even winning Highly Commended for Newcomer of the Year in the 2020 Cotswold Life Cheltenham BID Awards.
Cheltenham BID’s Communications Assistant Alex Boulton spoke to Joanne Casey, Managing Director at Mactaggart & Mickel Homes England, about the business and how it has adapted to working in a pandemic.
Please can you introduce Mactaggart and Mickel?
Mactaggart & Mickel are a Scottish-based award-winning, fourth-generation family housebuilder who have been handcrafting homes since 1925 and we have offices in Glasgow, London and Cheltenham.
Mactaggart & Mickel stands for quality and trust and building in desirable locations, and our portfolio ranges from contemporary apartments to luxury family homes. Renowned for exceptional quality and service, we’re proud to have been awarded a 5 Star Rating for customer satisfaction by the Home Builders Federation for eight consecutive years.
We have a happy history of supporting good causes over the last 96 years. Our Building Communities Fund established in 2016, helps organisations and projects based within our areas of operation, which enhance the lives of people within their local communities, such as the Cheltenham Open Door charity and local sports and cultural organisations.
Why did Mactaggart and Mickel choose to open an office in Cheltenham?
Cheltenham will always have a very special place in Mactaggart & Mickel’s long history.
That is because the opening of our office in the spa town represented an important milestone in the company’s history as our first step outside our traditional Scottish heartlands.
Mactaggart & Mickel opened an office in Cheltenham in April 2018 to support the natural progression of the company with the expansion of housebuilding activity into England and it’s proved to be a shrewd move.
Our first two English developments are blossoming at St Jude’s Meadow, in the Cotswolds village of Milton-under-Wychwood, and Childrey Park, in East Challow, and our strategic land business, which has operated south of the border for over 10 years, is going from strength to strength.
How has the pandemic impacted the business and the way it operates?
Mactaggart & Mickel have not been alone in facing significant challenges posed by the pandemic but we have responded positively and encouragingly as there has been an increased demand for our homes and our sales team have been busy.
We pride ourselves on being able to adapt to change quickly and we have introduced stringent health and safety measures in line with Government guidelines to safeguard our staff, our contractors and our customers in our offices and constriction sites.
We have also embraced technology and introduced guided virtual tours enabling our customers to have a look around our new homes from, for instance, their living room or office, with a member of our sales team on hand to answer questions along the way.
It’s been interesting to see that emerging trends around how people live, work and travel have accelerated during lockdown and we have seen interest grow in properties in rural and suburban locations, with more and more people seeking extra space to work from home alongside a garden and the company has always been well placed to respond to that demand.
Founded by MasterChef Champion Simon Wood, WoodKraft has certainly made an impact on Cheltenham’s food scene since it opened in December 2018. The restaurant is renowned for its brunch, lunch and Sunday roast menus delivered in its relaxed and informal setting on Regent Street.
Adapting quickly to each change in restrictions, WoodKraft has evolved to offer a takeaway service and At Home meal boxes, the latter of which can be delivered nationwide. BID Communications Assistant Alex Boulton spoke to James Kocerhan, WoodKraft’s General Manager, about why the Wood Restaurant Group chose Cheltenham, the pandemic and the importance of social media.
Why did the Wood Restaurant Group decide to open in Cheltenham? How it is being based on Regent Street, known for its many great restaurants and cafes?
We opened our first restaurant in Manchester as that made sense with Simon being from Oldham. However, Wood is co-owned by Simon and Anna, who is from Gloucestershire, and we had always had aspirations to have another restaurant close to Anna’s roots. Cheltenham has always been a hub for independent and good quality restaurants, and we felt Regent Street was a perfect location for the type of food we wanted to create for WoodKraft. With its busy day time shopping, leisure and cultural scene, the town was a logical choice for us and Regent Street has been nothing short of a joy to operate from. Customers, neighbours and visitors are so friendly and have really welcomed our style of food and service.
How have you adapted your services during the pandemic and how is it all going?
We adapted quickly and set about a home delivery service and reduced menu take out service in the first lockdown and that worked well for us. Re-opening in July with less covers and a different approach to service was a little more challenging, but we were thrilled at the support we received from our customers.
This time around we have developed our Home Delivery offer even further and are pleased to be getting a great response. We are working closely with our Manchester restaurant to put together some exciting options for at-home dining, keeping it fresh and interesting mixing up our Wood fine dining and less formal WoodKraft menus to offer some real foodie weekend packages. We are also able to offer Nationwide delivery in partnership with DPD, which has been a major part of this being viable for us.
How important is social media to you as a business?
Social media is really important to us and is the main platform for us communicating to customers. Instagram, Facebook and Twitter all play their part, albeit to different audiences. We have probably seen it play an even more important role during the pandemic as it’s the main way people can connect at the moment.
WoodKraft is open for takeaway on Thursdays, Fridays and Saturdays, 9am-3pm. Call 01242 580585 to order by phone.
WoodKraft At Home meal boxes are available to order at https://appless.app/HGXXE6/DO8NUK
Offering essential services, Santander on Cheltenham High Street has remained open throughout both lockdowns. Quickly evolving to provide safe and effective banking during such unprecedented times, the branch has continued to support its customers and Cheltenham-based businesses while also raising over £2000 for charity.
Communications Assistant Alex Boulton spoke to Keith Smith, Business Banking Manager, and Anthony Morrison, Community Hub Director, about how the pandemic has affected their branch, customers and businesses and their hopes for 2021.
How has 2020 been for you as a branch and wider business?
It’s certainly been an unexpected year for everyone – a real rollercoaster. We’ve made changes to how we support our customers so they can keep banking with us in a way that they feel comfortable with. Our team has embraced lots of change and we’ve all developed new skills to help our customers through new channels, like our Online Chat service and over the phone. The feedback has been fantastic and we’re proud to be helping people through such a challenging time.
We’ve had a busy year supporting Cheltenham based businesses. Our business customers have really appreciated us reaching out proactively to them. We’ve been supporting them with help that goes beyond banking – for instance, our Survive and Revive programme includes a range of webinars for businesses, as well as signposting support and guidance on help that’s available for businesses. We’ve also been supporting businesses through the Government backed finance schemes.
What challenges have you faced in terms of the pandemic, and how have you responded to them?
Our main challenge was to keep helping as many customers as possible while following Government guidelines. As an essential service, our branches remained open with Covid secure measures in place, including new screens for our internal ATM machines. We’ve made changes to some services, so for example mortgage appointments being done over the phone. Colleagues who needed to work at home have been supported to do so and we launched a new Online Chat service which has been really well received by our customers.
Our colleague Tracey has been busy making face masks with all the proceeds going to our charity partners – The Alzheimer’s Society and Age UK. So far, we’ve raised £2000 so a massive thank you to everyone who’s already bought one!
Have you noticed any changes in the ways people are banking because of the pandemic?
Less people have been visiting our branches and more people have been using our digital channels. Of course, we’re still here to help our customers, including anyone who needs us in branches and through our phone and online channels, including the new Online Chat service. We’ve also been calling some of our more vulnerable customers to check that they’re doing ok and offering any support we can. Those calls have been really rewarding and we’re so pleased to be able to help people.
Business clients have found it really comforting that they can still pick up the phone and speak to a locally based Business Manager who understands up to the minute changes and how these challenges impact their business.
Onwards and upwards, do you have anything planned for the new year? What are you and your team most looking forward to?
I think like everyone we’re looking forward to (hopefully) being able to meet people face to face and in branch again! As part of our Survive and Revive programme to support businesses, local business customers have the opportunity to appear on our digital screens in branches, so keep an eye out for those.
The team are looking forward to welcoming our customers back in branch and having great conversations about how we can keep supporting them. As a team, we’re looking forward to keeping up with developing new skills – onward and upwards indeed!
Mister’s Café, Cheltenham’s newest Independent café based in Grosvenor Terrace opened its doors for the first time post-lockdown.
Located just off the high street away from the hustle & bustle, customers can enjoy home cooked breakfasts, brunches & lunches, afternoon teas and daily specials.
The small business has gone from strength to strength since opening during the most severe global economic downturn since the Great Depression.
Cheltenham BID’ s Digital and Communications Exec Maria Allebone interviewed Rex Gibson, on the café’s owners.
MA: Why Cheltenham?
RG: We chose Cheltenham as there is a thriving and ever-growing foodie culture here. There’s a great mix of independent cafes, bars and restaurants all working hard to grow the culture and make Cheltenham a top foodie destination! And of course, there’s all of the wonderful festivals and events that the town hosts, which we are excited to become a part of!
MA: What inspired their décor?
RG: The thing that originally inspired the decor was our logo, we wanted the black and gold theme to be running throughout but without being too in your face. We made a lot of the things in the cafe ourselves, from the menu stands to the black and gold mirror, so that we made sure that as much as possible had a personal touch. Add into that both of our eclectic tastes and being magpies for anything that’s a little bit quirky and original, and you have the recipe for our decor!
MA: What is your best-selling food item?
RG: That’s a difficult one! It changes week to week really, our new Brunch Menu is going down a storm at the moment, but overall, we would have to say it’s the Mister’s Burger. Our customers love the fact that we make the burgers ourselves, and it has always been a favourite of friends and family that encouraged us to open a cafe!
MA: How do you work with the neighbouring businesses – if they do?
RG: We have great neighbours! Dave and Zena from Regency Dry Cleaners and Greg and Kate from Strand Jewellers have been incredible and so supportive of our new business. So much so, they’re actually our most regular customers! We’re currently talking to them about how we can boost business for all of us, watch this space!
MA: What local suppliers do you use?
RG: All of our fruit and veg comes from a great supplier in Bristol, and our meat all comes from a wonderful family butcher in Worcestershire. We opened in lock down, so we reached out to suppliers we knew would be able to supply us under the circumstances. Part of our business plan is to source everything we can as locally as possible, so we’re always on the lookout for new suppliers close to home.
MA: Have you any plans to bring some festive flavours to their menu?
RG: Oh yes, we can’t wait to bring our festive flair to the cafe! Christmas dinner in our house is always about 25 people, and we love it! Mike is already planning on what he’s going to put on the menu! As with the decor, we try to make as much of the decorations as we can, and we’re really looking forward to welcoming all of our lovely customers over the festive period.
This article was written pre-lockdown 2.0. Please the centres update here.
Regent Arcade Shopping Centre is Cheltenham’s premier shopping destination. Located in the heart of Cheltenham, the Arcade boasts an impressive line-up of more than 50 retail stores, many of which offer a click & collect service, as well as dining options.
The Regent Arcade itself has introduced a one-way system allowing customers to access all stores, simplifying the mall dynamic to ensure a safe shopping environment, as well as offering regular digital communications for every retailer. The Centre has created additional showcase windows on the mall offering stores key display areas as well as bringing life back to a vacant unit. The Regent Arcade retailers have worked incredibly hard to re-imagine their individual shopping experiences for customers during lockdown to ensure guidelines are met.
Cheltenham BID’ s Digital and Communications Exec Maria Allebone interviewed, Scott Lahive, Centre Manager at Regent Arcade about how he has felt the last couple of months have gone, the opening of KIBOU and exciting plans for the future.
MA: How do you feel the public have adapted to the Arcade’s new guidelines to encourage covid-safe shopping?
SL: The public have been incredibly cooperative when adhering to our new safety procedures, we understand that shoppers want to return to a safe environment and believe that the measures that have been put move us closer to the new normal.
MA: What is the most recent exciting change/plan/event to happen in The Regent Arcade?
SL: Regent Arcade recently welcomed KIBOU to their food and beverage offering, the Japanese restaurant Cheltenham knows and loves. They are serving all your favourite handmade sushi, the tastiest ramen, katsu and tempura as well as heaps of other truly authentic Japanese dishes. If you haven’t visited them yet, they definitely need to be top of the list, with exquisite décor and fabulous customer service as well.
MA: Tell us about your November/December plans?
SL: Regent Arcade are very much looking forward to Christmas this year. We all need something to get excited about and to bring a little joy to a very challenging 2020. It may be slightly different this year, but we will still be bringing the magic to the Centre for Cheltenham shoppers to enjoy. After all, Christmas Is Here!
Brite Recruitment, Cheltenham’s independent recruitment agency based in Montpellier has been one of the lucky few who have managed to stay open throughout lockdown. Transforming into a fully remote business overnight has been a huge success for them as the four-strong team continue to work both remotely and safely from their office in Cheltenham.
Cheltenham BID’ s Digital and Communications Exec Maria Allebone interviewed, Karen Pollard Founder and Managing Director about how they have been doing the last couple of months.
MA: Why did Brite Recruitment choose Cheltenham?
KP: I lived in Cheltenham at the time. It made sense to start the business here as it’s a great place to be based both professionally and personally!
It’s great to be part of a town with so many independent businesses. Lockdown has made people realise how hard it is to run an independent business. The common difficulties we face make us closer as business owners.
MA: What has been Brite Recruitment’s biggest success in the last four months?
KP: Despite the extremely difficult conditions, we have kept all the team permanently employed and have worked throughout lockdown. We’ve adjusted to working remotely well. It wasn’t easy, but our hard-work and dedication proves we are strong enough to get through when the times are tough. We’ve managed to recruit and place people in employment as well as gain new clients along the way.
MA: Have you found you have had to adapt your business more to online services rather than face to face? Has it worked?
KP: All interviews now take place via telephone or video call. Some of our clients are inviting candidates to face-to-face interviews at later stages, but new safety regulations have been put into place before they do this.
It’s been strange to see the industry adapt and there are still struggles (e.g. technical difficulties, getting a true feel for the person’s persona etc.) but we believe it’s been a step in the right direction for recruitment.
MA: And finally, what are you and your team most looking forward to?
KP: It’s been a very challenging time, but we love what we do and are looking forward to seeing the market grow again. We pride ourselves on the high standard of service we provide no matter what the circumstance and continue to build long-lasting relationships with our clients and enjoy supporting their business growth. Whilst everyone is still adapting to the new world, we are optimistic about the future and will continue to remain positive!
2PIGS has been the alternative music venue in the heart of Cheltenham since the early nineties and continued to offer live music and non-mainstream club nights up until lockdown. A second business, Incom Gaming has grown inside the 2PIGS from trying to find usage of the space during the day. Through Nick Binding’s (co-owner of 2PIGS and Incom Gaming’s) love of miniature wargaming and board games, a gaming club was initiated which gained a lot of interest and grew into a Friendly Local Gaming Store (FLGS). The space downstairs has turned in to a bi-functional business, where people would come to shop, play games and enjoy a drink during the day and evenings, then attend a gig and party by night. This in turn has created a symbiotic relationship within the building.
Both businesses stood out during these difficult times for their quick response in upping their national and local delivery services in supplying the general public with lockdown family games as well as adapting a night-time economy business in to a functioning e-commerce with a local drinks delivery service.
Cheltenham BID’s Maria Allebone, Digital and Communications Exec speaks with Nick Binding, co-owner of 2PIGS and Incom Gaming as they are named May BID Business of the Month.
MA: What was your first approach to a solution to keeping your businesses running during lockdown?
NB: Incom Gaming already existed as an online selling portal pre- lockdown at www.incomgaming.co.uk, so everything for that was already in place but we wanted to start selling our 2PIGS drinks in an attempt to keep some revenue coming in for that side of the business.
Luckily, we have a big social media presence with the 2PIGS, so we built a website for the new delivery service at www.2pigs-club.myshopify.com. We still continue to take orders in the week for Friday and Saturday deliveries.
MA: Tell us a bit more about Incom Gaming. How was business during lockdown?
NB: Other similar businesses to Incom Gaming had stopped trading at the beginning of lockdown but our online store stayed open and we carried on advertising on social media. People were finding us and realising we were still shipping, so our online sales went through the roof. Our delivery sales increased tenfold. We went from three to five parcels per day pre-lockdown to 50/60 orders per day during the height of lockdown. We offered a local delivery service as it was a way of supporting our local community during this difficult time. If you wanted to pay for postage you could but if you didn’t mind waiting a few days we would come and drop your parcel off to you. It seems logical if I was out making deliveries for Incom gaming, we could offer deliveries for the 2PIGS as well.
MA: When did you have the idea to start the 2PIGS drinks local delivery service?
NB: It was around three weeks into lockdown when we realised this was not going to be a short-term thing for the 2PIGS not being open. Even though Incom Gaming was doing well we had a lot of stock from the pub that could potentially go out date and then be worthless. We decided to sell the stock to keep some revenue coming in. As much as the Government grant came in quickly and we have had support from the Brewery, we still have insurance, rent, wages and other operational costs of running a venue need to be paid.
MA: Do you think lockdown will change the way that people shop in the future?
NB: It’s definitely changing it now but that is because of the implementation of the lockdown rules. The interesting one will be when the Government start to ease the social distancing rules. Will customers still consciously distance themselves or happily stand in a queue next to each other? Will people still shop online shop as much or visit shops when they reopen? I don’t know. It has become the norm for customers to try to avoid going anywhere and getting close to anybody, so I see very disruptive shopping patterns until social distancing rules start to ease.
MA: How are your preparations going for your potential reopening?
NB: We are looking at re-opening Incom Gaming as just a shop on June 15. We are not going to open seven days a week, we are still planning how many, and what days to open. We have done the maths on our square footage as to how many customers we can safely fit within our shop area and have created a designated area for people waiting in the shop. We are following government guidelines and using the gifted Cheltenham BID’s 2 metre social distancing stickers outside the venue, plus we are looking at signs and posters inside the shop too. The online shop has been so busy and with the news of all non-essential shops being able to open on June 15 we have to start playing catch-up to get back to opening. We have to re-stock all the shelves and complete a big clean of the venue. We have installed a hand sanitiser dispenser immediately on entry for customers to use on their way in and way out. We have more, but they are for when we can open more and when we can offer gaming within the pub. We feel the next stage will be that the 2PIGS operates as a ‘gaming pub’ until the night-time economy can open and we can offer live music and gigs again.
The Cheltenham Trust (The Trust) is a registered charity that was established in 2014 to manage the town’s iconic venues, the Cheltenham Town Hall, The Wilson Art Gallery and Museum, Pittville Pump Room, Leisure at Cheltenham and Prince of Wales Stadium on behalf of Cheltenham Borough Council.
The charity stood out during this unprecedented time for its quick response to working within the community. The Trust repurposed its assets and resources including its in-house catering team to make use of their fresh food produce to create frozen ready meals and to organise food parcels to support the Gloucestershire Community Help Hub in delivering these to those in isolation and the most vulnerable people of Cheltenham. Their innovative virtual lockdown campaigns also did not go amiss, such as their newest town centre community bunting project incentive #LetsMeetAgain.
Cheltenham BID’s Maria Allebone speaks with Laurie Bell, Chief Executive, and Sara Oliver, Head of Marketing and Communications, as The Trust is named the BID’S Business of the Month for April.
MA: How are you both feeling after being in lockdown for six weeks?
LB: This is such an unpredicted situation; we all have been thrown into a situation that we have never planned for or imagined. It is about keeping that balance of how you manage in the now as well as always looking into the future and the positives of what it could look like and be like when we come out of the other side. We must make sure we are resilient and robust going forward.
SO: Similarly, I like focusing on activities that are moving forward, and that has been a challenge due to lockdown. I think that is a challenge for a lot of people, but I am feeling quite positive as we move forward. We are always planning and rolling out initiatives, and just seeing the community response and spirit has been really rewarding.
MA: Laurie, for people who are not familiar please could you tell us a little bit about The Cheltenham Trust?
LB: We manage an eclectic mix of the big iconic venues across Cheltenham that most people are very familiar with. They cover culture and entertainment through to leisure and general wellbeing. We do this at arm’s length for Cheltenham Borough Council our main partner. The Trust is a commissioned service. Cheltenham Borough Council give us a small grant each year which allows us to do a lot of the community work that we do, and the rest comes from the income that we generate through all our activities. So, whether that is the shows that many people attend at the Cheltenham Town Hall, weddings or other big banqueting events that are also hosted at the Pump Room, or whether it is through the memberships at Leisure@. Plus, we deliver other events at The Wilson. Our calendar for the whole year looks at how and where we can work with partners in Cheltenham to make the culture offer for the town really strong to entice not only local residents but also visitors to come into the town.
MA: Sara, what challenges have you faced during this time?
SO: From a marketing and comms perspective the biggest challenge has been ensuring we are reaching our audiences and that our messages are relevant. You have probably seen that we have gone very much online, even though we have always had a strong digital presence, now it has become even more key. We are now reaching people who may not have followed us before and are building new audiences, which is great. We’ve not necessarily experienced problems, it’s been more a case of adopting different ways of approaching our communications and how we interact with people.
MA: How have you approached your communications differently so that you are reaching people?
SO: We are taking a clear focused approach to our communications, we analyse data to see where the traffic is coming from and look at what people are responding to and interacting with. That was apparent from the great response we had when we asked through social media for donations of cardboard boxes for our food delivery service. Within hours the community had swung into action and boxes had started arriving, and they just kept coming!
We are working hard to ensure our messaging is interesting and engaging and that we’re using appropriate channels. We’re active on LinkedIn, we are seeing a lot traffic via Twitter, particularly for our Let’s Meet Again project, and of course Facebook and Instagram. We also have a weekly column, Living Through History, in The Echo. We are also about to take our exhibitions online. It is about being very clear with our messaging and looking at where people are and where they are accessing information.
MA: For more detail about #letsmeetagain visit www.cheltenhamtrust.org.uk
We look forward to seeing your bunting Laurie and Sara this is exactly the reason why we have chosen you as our BID business of the month, not only for your innovative virtual campaigns, fantastic customer service and communication skills but also for all the hard work you are doing to keep the food boxes topped up and delivered for the Glos Community Help Hub. Laurie tell us how you have managed to achieve this?
LB: This was about responding very quickly to a situation and recognising as a Trust what resources and assets we had and how they could be repurposed to meet what was required. We have catering staff as we deliver all our own catering now. When the pandemic first started, we were asked by Cheltenham Borough Council whether we could assist in any way getting some food parcels urgently to people that needed them. This was just before the Community Help Hub was set -up. They needed some meals which was not a problem at all because we had redeployed our catering team, prior to furlough, to convert supplies into meals that could be frozen ready for when we re-opened the venues – so we had six months’ worth of meals already frozen. We started a mini production and were able to produce food parcels to those most vulnerable. We started doing 10 or 15 meals a week but now do more than 100. We are also sending more than 30 food parcels every day. We are fortunate to have a refrigerated van that also carries hot meals that we were able to repurpose.. The catering team are the most enthusiastic and driven team that anybody could ever wish for, they requested not to furlough as they wanted to be contributing to the community at this time.
MA: We cannot thank you enough for the services you are offering. Can I ask a few questions now about the businesses and The Trust’s relationship? What are the benefits of the Trust to town centre businesses?
LB: That’s a good question and I think for me it’s about recognising the strength of Cheltenham is about its partnership working. It is about recognising that none of the organisations on their own are going to be as successful as they can be, unless they work with others. The Trust has always positioned itself, or certainly over the last 12 months, as very much a key partner in what we can offer, whether that’s our venues that are in the heart of the town centre that lend themselves to hosting business type events, but also in as much as how we can help compliment the what Cheltenham has to offer. The Trust works with businesses, so that when people come to Cheltenham they see the town and what makes it special. It’s vital that do that, especially now, if we are going to rebuild and recover as quickly as we can. We need to all be in this together with a collective responsibility.
MA: What would you say to those who consider The Trust to be elitist?
LB: That’s interesting because I can understand why you ask that but I have only been in post for a year and one of the key things that I was concerned to do when I first joined was to break down any barriers that would exclude anybody from The Trust in any of its venues because, for me, we are at the heart of the community. Yes, we have to generate income but we generate income to be able to do more for the community. So, our relationship with businesses is about partnership working and how can all improve the wellbeing of Cheltenham. I would hope that we have stopped any elitism that may have existed before, and I think this may have been more predominantly perceived at The Wilson. Prior to lockdown and the pandemic, The Wilson had been attracting visitors as we introduced a new cafe and lots of new events for different age groups and demographics. Prior to lockdown we were seeing very different types of audiences going into The Wilson, just enjoying a coffee and the environment whereas before I think it was maybe largely frequented by people with an interest in heritage and art, whereas now it is offering something for everybody. One of the things we are planning to do which was missing is to create a fantastic community space to showcase community art and creativity and on the rise of this pandemic one of the things that both Sara and I are very keen to see is that we become the host venue to showcase how Cheltenham has coped so well during this time through its creativity, fantastic rainbows or its letters that have been written from younger people to older people in care homes and the bunting for the Lets Meet Again campaign.
MA: That takes us nicely onto the Let’s Meet Again Campaign. Please tell us about this new project, where people are being asked to produce bunting to adorn your buildings when we reopen?
SO: Funnily enough the campaign was sparked from Laurie, she is a very creative person. We were bouncing some ideas around and Laurie said “hey, what about bunting?” and it took off from there. Bunting is vibrant and colourful and has got that traditional element to it but also it is something that everyone can do. People are facing different situations, some are shielding, others are furloughed and families are home schooling their children. This is a way for everyone to be creative and to keep themselves active which is good for wellbeing. The concept behind #letsmeetagain was that it is a way of being able to engage with the community so that they can contribute and be part of it, and also how fantastic it would look across Cheltenham.
Our buildings are big so we have a big challenge to get a lot of bunting made, but it could then roll out across the whole of the town centre. What a fantastic sight that would be. Our aim is to have our venues, and Cheltenham, looking wonderful to welcome everyone back and to celebrate us being able to meet again. Ironically just a few days later Her Majesty The Queen gave her broadcast and said exactly that, that we will meet again!
We felt that #letsmeetagain summed up how people feel as they are currently not able to see family and friends. We are all looking forward to when we can meet again and enjoy that social interaction. That’s where the idea came from. We launched it last week and, as you saw, it has had lots of interest. We are very much looking forward to seeing the bunting starting to arrive.
LB: This campaign is about getting everybody in what have been quite dark times to focus on something that is very positive and to keep everybody focused on recovery because there is no doubt, we will recover from this. We are going to come out the other side but it is about getting everybody to almost grab that now by maybe sewing, knitting or crocheting or drawing. Whatever it happens to be, they are playing their part in what the future is going to look like. For me that is what this is about, and somebody needed to drive that and do something a bit different. We are getting some great support from some of the businesses as well who do want to work with us on this. We are all in this together.
For more detail on how to get involved in the #LetsMeetAgain campaign visit www.cheltenhamtrust.org.uk or email Sara on sara.oliver@cheltenhamtrust.org.uk
Primark reopened its doors on Monday 15 June after three months of lockdown. Kevan Blackadder, Director of Cheltenham BID, said: “I was so impressed with the preparations that have been made by Kristan and his team.
Kristan , Primark store manager said: “The most important thing for a large store like this to get right first is that the staff feel confident about returning to work. If they aren’t, that will be conveyed to the customers and it will make for a difficult environment.
“I’m sure that when the customers return on Monday, they’ll not only feel as though they are being looked after when they arrive but that they will feel safe .”
The staff settled back in well and have been adapting to the new store arrangements. Every measure that Primark had installed at the beginning of their reopening is still in place with no changes needed. COVID-secure measures are monitored every hour and their team are fully trained and aware of all potential risks.
Cheltenham BID’ s Digital and Communications Exec. interviewed Primark Cheltenham store manager, Kristan Tarr.
MA: How has it been since you re-opened?
KT: Its been great to have the team back and be able to open our doors to customers after such a long time. Its feel like its been so long since we had customers in our store.
MA: Have you noticed a change in the way people are shopping?
KT: Obviously safety is of huge importance for everyone at the moment and rightly so. Safety is now a really important part of the service that we provide. Everyone seems to have adjusted really well though considering how difficult a period of time we’ve been through.
MA: How has Primark done with sales on re-opening?
KT: We’ve been really encouraged by people returning to Cheltenham town centre again. After such a long time it’s brilliant to see people back out on the High street and shopping again.
MA: What are the benefits of having a business like Primark in a town centre?
KT: Its great to see the footfall that the store is bringing into the town. Cheltenham is full of fantastic businesses and has a great amount of independent stores so being able to bring the footfall into the town centre is so important for the town.
Deano Jouni is passionate about his business and his team. He created Tokyotattoo Studios in November 2012 and has had fun growing it ever since.
The creative team at the studio have world-wide reputations as tattoo artists, with clients regularly coming from several countries to see them. Tokyotattoo Studios is sponsored by the biggest brands in the tattoo world, making them a magnet for international guest artists.
Deano chose to base his business in The Courtyard in Montpellier because he thinks it epitomises everything that is great about Cheltenham. He wants to see more people enjoying everything Montpellier has to offer.
Collaboration is a key word in Deano’s vocabulary. He believes that independent businesses need to work together to thrive, showcasing their specialities and introducing themselves to new audiences.
In July 2019 he launched TokyoFest. In collaboration with Koj, Fat Tonis, Dunkertons Cider and L’una Design, he held a day of fun and celebration, encouraging visitors from the nearby Midsummer Fiesta to join in and break the preconception some have of what a tattoo parlour is.
TokyoFest 2020 will take place on Fourth July this year, on the same day as the Midsummer Fiesta. The date is not lost on Deano. He said: “I want people to celebrate independent businesses and all they have to offer.”
The businesses in Montpellier are all fully behind the plans and many have asked to be a part of the event this year. Deano thinks that the event is a great opportunity to give the area a different edge and bring in new demographics of society.
With more than 100,000 followers across their social media channels, Tokyotattoo Studios don’t have any trouble in putting the word out about their artists, clients and events.
Tokyotattoo Studios was the winner of the Independent Business of the Year in the BID Awards 2018. Deano said: “We’re not seen as a mainstream business, so to be recognised in this way was a real honour.”
In December 1999, Dave and Zena Dickson were preparing to see in the new millennium as they opened their dry-cleaning business in Grosvenor Terrace.
Today, Regency Dry Cleaning is one of Cheltenham’s most established independent businesses, going from strength to strength by responding to market needs and social trends. Their loyal customers come from Worcester, Evesham, Gloucester and the local area.
With the ever-increasing emphasis on ditching single-use plastics, the couple had a challenge on their hands. Regency Dry Cleaning is now officially a member of the Plastic Free Cheltenham community. They have replaced their thin plastic covers with stylish, reusable cloth covers. The covers double up as a loyalty card. Customers pay a minimal £5.95 per cover, and when they take their items back for dry cleaning in the cover, they get a 10% discount.
Their community focus doesn’t end there. Grosvenor Terrace is, let’s face it, not the prettiest part of town and frequently gets overlooked when it comes to regeneration. Dave and Zena often take the time to weed the pavements and clean up the litter in the area. Graffiti is a big problem in the area and Dave can often be found in the early hours before they open, cleaning the graffiti and picking up the litter which accumulates overnight.
Adding to their services has seen Regency Dry Cleaning expand their customer base. They recently started offering a full laundry service which is proving very popular. Some customers have set up up regular slots to take their duvets and bedding in, picking up one of the reusable cloth laundry bags at the same time.
In its first year, the BID wanted to brighten the area with new Christmas lights. Each year since 2016 Dave has taken on the task of putting the lights up and the power comes from three businesses in Grosvenor Terrace: Zi Bake Shop, Regency Dry Cleaning and Strand Jewellers.
When the BID launched the Cheltenham Gift Card, Zena was one of the first business owners to embrace it. She recognised the potential value of offering people another way to pay for their dry cleaning and laundry.
As BID business of the month, Regency Dry Cleaning will have the opportunity to speak at the Cheltenham Business Forum Big Breakfast and will receive enhanced social media coverage.
Charity shops play a vital role in keeping our High Streets alive and are, for many charities, a major source of income. For some volunteers, they can be an essential connection with other people. The PDSA shop on High Street is no exception.
Shop Manager, Dolly Neal, has managed charity shops for more than 15 years. She knows how competitive the market is. She says: ”Charity shops are really no different to any other retailer, we have to understand the market and work to attract people to our store.”
Dolly has one assistant manager and 27 volunteers, one of whom makes a 55-mile round trip, just so she can work in the Cheltenham shop. Julie, another volunteer at the shop, said: ”I could work in one of the charity shops where I live but I enjoy coming to Cheltenham. There’s a lovely atmosphere.”
The BID has put Christmas lights on the Strand end of High Street and would not have been able to do this without the support of Dolly and the PDSA. When we asked for their help in providing a power source for the ceiling of lights, Dolly was delighted and only too happy to help if it meant being lit up for Christmas.
Dolly and her team of volunteers are community minded and make a point of supporting the businesses on their doorstep. They took part in the Charity DJ Clash early in the year, which the BID supported.
PDSA Cheltenham take every opportunity to make the most of local and national events and holidays. Every year in March their window display has a decidedly ‘horsey’ theme to celebrate The Festival™.
As part of the national PDSA centenary cycle challenge, they held a fun-filled open day with loads of activities and refreshments for shoppers on High Stree who had the opportunity to join PDSA Director of Human & Corporate Resources, Karen Hailes, by cycling a mile alongside her on an exercise bike.
As BID Business of the Month, PDSA Cheltenham will have the opportunity to speak at the next Cheltenham Business Forum’s BIG Breakfast.
Laura Leigh set up her business in 2005. Over the next ten years the business continued to expand and in 2015 Laura moved her business into the stylish salon they now occupy in Clarence Street. There is now a team of more than 20 staff, many of whom started their training with the business and are now award-winning stylists.
In the Gloucestershire Business Awards 2016, Laura won the Young Business Person of the Year. The accolades don’t stop there. The salon was voted Cheltenham’s number one luxury hair and beauty salon in the SoGlos Awards and was given a Highly Commended at the BID Awards in 2017.
With a loyal and ever-expanding client base, the salon offers the latest in beauty treatments and their contribution to the industry has been recognised by top brands like L’Oreal, Kerastase and HD Brows.
Laura’s passion for what she does spills over into every aspect of the business, including the development of her team. Natalie Ursell, who began her training at Laura Leigh and is now Senior Stylist, has progressed her career and was recently awarded the L’Oreal Colour Trophy for Best in the Region with her men’s image model.
A strong supporter of the BID, Laura is always eager to get involved with the BID’s activities. She was a vital member of the Cheltenham Beauty Week project team and helped to bring that exclusive event to fruition in 2018.
Laura recognises the value of working with other businesses to create unique customer experiences and she believes that sharing client bases is a win, win situation. She is looking forward to the latest venture, a masterclass in collaboration with Charlotte Tilbury and Molton Brown, to be held at The Clarence Social later this month. Find out more about the event here.
As BID business of the month, Laura Leigh Hair and Beauty will have the opportunity for a representative to speak at the next Cheltenham Business Forum’s Big Breakfast.
Warhammer Cheltenham (formerly Games Workshop) recently celebrated its seventh anniversary. Will Rawlins has been the store manager for three years and feels lucky to be in the position.
Warhammer is a tabletop miniature wargame that simulates battles between terrestrial armies from different factions. Created in 1983, the game continues to grow in popularity and attracts people of all ages.
Cheltenham has an active Warhammer community and the store on Pittville Street frequently holds games nights and hobby sessions, bringing people to Cheltenham from far and wide. Will Rawlins, the store manager, said: “Even when people are on holiday in Gloucestershire, they pop into town to come to the shop.”
The store stocks the full range of characters and everything gamers need to build their battlefields and family and friends can often be found there enjoying time together. They even offer free beginners’ sessions to help new gamers paint their characters and build their skills.
Will was enthusiastic about the Hidden Cheltenham trails and kindly gave the BID Age of Sigmar characters to put into every goodie bag given out. Not only that, but once people had their character, they could go to a free painting workshop to bring their character to life.
Will sees working with other local businesses as a way of introducing like-minded people to new products and experiences. People from both Incom Gaming and Warhammer Cheltenham can often be seen battling on the tables.
As BID Business of the month, Warhammer Cheltenham will have a representative speaker at the next Cheltenham Business Forum event. We will highlight them across our social media channels, and they will feature on the home page of our website.
If you love your home, the chances are you’ve been into Lakeland Cheltenham, so you’ll understand why we’ve chosen them as this month’s BID Business of the Month.
With the array of professional cookware, innovative cleaning and storage products, quirky gadgets and essential electrical items, Lakeland has a faithful customer base who come from all over the Cotswolds and beyond, returning time and time again.
Helen White, Store Manager, takes every opportunity to get involved in events around the town. She regularly attends the Prom Traders meetings and frequently brings along a sample of Lakeland’s most recent promotion.
When the BID approached Helen to see if Lakeland could be involved with the Hidden Cheltenham Summer Trail, she immediately began looking at an innovative way to engage the youngsters. She came up with an idea to get children creative – and a way to get parents shopping. She said: “The summer trail has been great for us. Whilst the children make their icing bees, the parents are browsing and buying. I’m so pleased the BID asked us to be involved.”
The BID is always happy to share Lakeland Cheltenham’s social media posts and they make it very easy for us by tagging us in their posts. They’re also good at sharing our events on their social media page, linking them with their promotions. Helen always finds a way to make the most of the BID’s events, whether it’s promoting cocktail shakers and glasses during Cheltenham Cocktail Week or bunny shaped cake moulds during the Easter Hidden Trail.
Lakeland Cheltenham accepts the Cheltenham Gift Card and has been featured in some of our promotional material, helping to spread the word and encourage people to #SpendInCheltenham.
As BID Business of the month, Lakeland Cheltenham will have a representative speaker at the next Cheltenham Business Forum event. We will highlight them across our social media channels, and they will feature on the home page of our website.
With its unmistakable pink façade and pink and white awning, The Square Pillow has been part of the community in Montpellier for three decades.
In 1988 Suzanne Langley-Sowter opened a business which has endured the test of time and all the changes that the retail sector has seen during the past 30 years. This is in no small way due to the relationships Suzanne has built with her customers and suppliers alike.
Suzanne’s ethos is ‘only stunning will do’ and this is reflected in the suppliers she chooses and underpins the loyal customer base she has built up. The Square Pillow is the only stockist in the UK of some highly respected luxury European brands of bed and bath linen, nightwear and robes, bringing people from around the country to Cheltenham to shop there.
They support the BID’s projects, like BID in Bloom and the social media training and are a strong advocate for our Tidy Up Cheltenham Campaign.
The shop always looks attractive and Suzanne takes pride in maintaining the inside as well as the outside, updating it with regular coats of paint to keep it looking fresh, keeping the awning clean and bright. The summer window displays are cool and inviting and their Festive Façade entry, with its giant pink baubles brought some sparkle to Christmas shopping.
Suzanne always welcomes the BID ambassadors when they visit. She says: “The team are always very cheerful, and I enjoy our chats, so it’s not a hardship to take a moment and catch up on Montpellier and Cheltenham business with them.”
As BID Business of the month, Suzanne will have the opportunity to speak at the June Cheltenham Business Forum’s BIG Breakfast. We will highlight The Square Pillow across our social media channels, and they will feature on the home page of our website.
Square Pillow also won Highly Commended in the Cotswold Life Cheltenham BID awards, Independent Business of Year.
09 April 2019
April Newsletter
Synonymous with pretty, fresh designs, Cath Kidston is a quintessentially British brand and we’re fortunate to have had a branch in Cheltenham since 2007. Whilst other big-name brands have come and gone, Cath Kidston has endured and some of the team have worked in the store on The Promenade for more than 10 years.
Always keen to be part of the town, even before the BID was formed, representatives from Cath Kidston have attended the Promenade Traders’ meetings to share ideas and raise important matters. They help us by reporting issues such as burst water pipes, power cuts, incidents of begging and anti-social behaviour and fly-tipping in Post Office Lane.
Whenever one of the BID team approaches Becky Fullalove, the current store manager, offering her the chance for the store to be involved in our projects, she goes the extra mile to find a way to participate. Cath Kidston was amongst the first batch of businesses to sign up for the Cheltenham Gift Card.
Although, like most national brands, they have a prescriptive display code, the team at the Cheltenham store managed to get creative and were voted amongst the top 10 in the first ‘Festive Façade’ competition.
When we decided to launch the Hidden Cheltenham Easter Trail, we looked for businesses who would be receptive to holding the secret letters, who didn’t already have a plaque outside their business and would be easily recognised by local and international visitors. So, we thought Cath Kidston would be a great place for people to pop in and collet a clue for the trail.
As BID Business of the month, a representative from Cath Kidston will have the opportunity to speak at the May Cheltenham Business Forum’s BIG Breakfast. We will highlight the store across our social media channels, and they will feature on the home page of our website.
March 2019 Newsletter
Queens Hotel Cheltenham has been an iconic landmark in Cheltenham since 1838 and is one of the oldest purpose-built hotels in Europe. Built on the site of one of the original spas, Sherborne Spa, the hotel is fashioned in the style of the Temple of Jupiter. It is named in honour of Queen Victoria, whose coronation fell in the year the hotel was opened.
With many top-class hotels on the outskirts of town, The Queens plays an important role in bringing tourists to the centre of Cheltenham and many visitors return regularly.
Erol Uray, General Manager, is always eager to help the BID and nothing is too much trouble. When we needed somewhere for the crew to assemble the White Witch for the Christmas parade, we were given space in the hotel’s parking area.
Queens Hotel Cheltenham looked stunning during the first Light Up Cheltenham. So, when we were looking for an image for the front of the new map and guide, we didn’t have to look far.
When we asked if we could light up the hotel again, Erol agreed straight away. He said: “The Queens Hotel is a beacon of light for Cheltenham and the light festival will enhance that even more.” The team at Queens Hotel Cheltenham made it really easy for the contractors to do the installation.
On hearing the news that ‘The Queens’ had been selected as BID business of the month, Erol said: “This is absolutely fantastic, I am thrilled to hear that and am always happy to help and be involved with the BID’s activities”. He is looking forward to being part of Cheltenham Cocktail Week 2019. It will be three out three for them and we’re excited to hear what their plans are this year.
As a representative of a BID Business of the month, Erol will have the opportunity to speak at the April Cheltenham Business Forum’s BIG Breakfast. We will highlight Queens Hotel Cheltenham across our social media channels and they will feature on the home page of our website.
Cheryl Parker, General Manager of Welcome Gym, was thrilled to be given the news that they had been selected as BID Business of the Month. She said: “We really appreciate the work the BID does and support their activities where we can, so we are very excited to get this recognition.”
Welcome Gym is very much a part of the local community, creating partnerships with other BID businesses, the council, charities and the local colleges and universities.
They work with YMCA Apprenticeships to train young people and bring them into the industry.
They have worked with Cheltenham Borough Council to come up with a scheme so that members can have free parking during their gym session. Their members get a discount at Tanique and, most recently, they are offering one month’s free membership if you collect a voucher when you ride on the Observation Wheel.
Each winter, the staff and members of Welcome Gym collect clothes, food and toiletries for the homeless and vulnerable. They have done this for St Vincent & St George’s Centre, Trinity Church and the Cornerstone Community Centre in Whaddon.
They hope to link up with a local mental health service as fitness and well-being play such an important part in helping overcome these issues.
The gym is getting involved with Cheltenham Wellbeing Festival this year and has recently had a Public Access Defibrillator installed.
The area is frequently targeted with graffiti and there’s often a lot of litter left near their entrance. Cheryl and her team just get on and clean it up.
Beside all the work they do with the town, the gym’s message is a simple one “friendly fitness”. Cheryl says: “It’s not just a tag line, every single one of my team works hard to ensure members feel comfortable walking through our doors.”
As a representative of BID Business of the Month, Cheryl will attend Cheltenham Business Forum’s Big Breakfast in March. Cheryl is very good at sharing information and images for us to post on social media, so we look forward to more this month.