Marks & Spencer GMDC

Case Study: Retail

Marks & Spencer operates 14 GM distribution centres across the UK, with more than 8 million square feet of floor space. These operate 24 hours a day, distributing goods to their retail stores.


M&S distribution centres are very large sites that each contain a vast array of critical technical equipment. After many years of operating these centres itself, M&S decided to adopt a different approach to its maintenance strategy, and appointed Westway.

Our initial challenge was to prepare and complete a full asset verification process. We undertook a technical audit, and produced a detailed dilapidation report for each site. This equipped us to inform the M&S CAPEX budget planning process, plan an improved maintenance strategy, and implement a more effective planned maintenance regime.

“Westway is the most knowledgeable, pragmatic and competent supplier.”
David Raw, Head of Property, Marks & Spencer

Westway implemented a new contract management structure and employed additional engineers and handymen to deliver the new approach, and maximise uptime of critical equipment.

We undertook a technical audit and dilapidation report to identify single points of failure, and equipment which presented operational risks. We then introduced streamlined maintenance and breakdown reporting, making it easier to report on, plan and prioritise the work required.

As part of Westway’s M&S contract, we also delivered projects involving energy improvement, thermal imaging, HVAC, refrigeration, electrical, fabric repairs, conveyor and garment transfer system installations.


Information from Westway’s maintenance and breakdown reports is captured via a web-based management system. This gives Marks & Spencer full visibility of tasks, reports and quotations, and highlights where additional capital expenditure may be needed.

Our team of managers, administrators, engineers and handymen works closely with local Marks & Spencer operational teams and specialist sub-contractors. Our flexible and pro-active approach has delivered service improvements, cost savings, and a confidence in our performance and management team.

As a result of these successes, Westway was named BIFM Service Provider of the Year 2011.