Overview
PureGym needed a strategic operational overhaul of its AC provision to move a number of high traffic sites across the Midlands and South West from operational difficulty to a gold-standard self-delivery system. We have achieved 100% statutory compliance, over 90% reactive performance and eliminated third-party friction.
Background
As one of the largest gym and fitness operators in Europe, PureGym prides itself on round the clock access to its quality facilities. Its business model is founded on making exercise simple, affordable and convenient to help people achieve their health goals.
When Thermatic and PureGym started working together in November 2024, the gyms in question across the Midlands and South West were hampered by operational friction. A strong dependency on third-party contractors and sub-contractors meant that SLA performance was low and there was poor operational efficiency across the key, high traffic sites.
The Challenge
PureGym needed a synchronised strategy across three key areas:
- Performance – SLA performance was historically low with clear opportunities identified to increase compliance
- Technical alignment – connecting key tools and platforms to deliver efficiency
- Transparency – eliminating data silos to form one source of truth
A key challenge at the start of the project was integrating PureGym’s CAFM system with Thermatic’s Joblogic platform. Working closely together the two systems were quickly aligned allowing momentum to build with a more focused strategy introduced to improve service delivery, efficiency and client confidence.
The Solution
Thermatic's delivery model focuses on self-performance through our own engineer workforce, keeping subcontractor usage to a minimum, an approach that aligns strongly with PureGym’s expectations. This also differentiated us from previous contractors who did not offer a true self-delivery service model.
By adopting this model on a regional scale, we have been able to reduce friction by replacing third-party contractors with access to our network of multi-skilled engineers who are available 24/7, every day of the year. We also implemented on-site assurance by deploying Engineering Manager and Regional Supervisors to provide direct oversight, audit and compliance assurance. Additionally, we have created data integrity by initiating a full asset capture and tagging process to provide total estate visibility.
The Results
- 100% Compliance – achieved and maintained across all statutory PPM
- 90%+ reactive performance – a significant climb following strategic refinements
- KPI score of 85% - reactive work orders show an increase in our average score
- Faster resolution – a documented upward trend in service delivery speed
Client Testimonials
“I recognise that every client requires a tailored approach. When challenges arise, we prioritise collaboration and transparency to provide solutions and improve outcomes, building trust through honesty and consistent delivery.”
Liam Waterworth, Senior Contract Manager
“The Thermatic team are super helpful and always at the end of the phone or responsive to emails whenever there are queries or escalations that need dealing with. Thermatic are quick to prioritise and resolve any issues when they occur.”
Nick Barford, Head of Facilities Management at PureGym
