Introduction
Train station coffee vendor, On The Hoof, worked with the Property Advice Service to positively resolve an issue with its landlord, TfL, in regards to rent being charged despite construction work preventing them from trading.
Based on London-bound Windrush Line platforms and in a Sydenham bistro, the owners saw all-round great results after following our expert advice.
Background
Husband and wife team, Ela and Jeremy Mundy, set up the first On The Hoof coffee kiosk in 2001 at Forest Hill station after convincing Connex South Central to grant them a licence. After a decade of success, the couple expanded to Sydenham.
In 2017, the couple found a premises in Sydenham and opened a bistro. Following a strong financial period, rents at Forest Hall and Honor Oak rose significantly, threatening the business’ growth, but they continued to succeed despite the price hike.
When the pandemic hit in early 2020, it devastated trading. But Jeremy and Ela found that Lewisham Borough Council’s Economy & Partnerships and Business Rates teams, along with Ellie Reeves MP, were very supportive of their huge challenges.
Just as trading started to recover, the Forest Hill kiosk burnt down in an arson attack. Not to be deterred, the couple rebuilt it and reopened in May 2021.
Also, the leases on the business sites expired during the pandemic but business owners were presented a survival and recovery proposal from the landlord, TfL. As a result, On The Hoof secured a new five-year commitment.
But the financial rollercoaster ride continued after Jeremy and Ela decided to open a new kiosk at New Cross station – the new lease started in February 2023. But they noticed they were being charged rent despite not being able to trade as a result of construction work by TfL.
In fact, they were unable to open that kiosk until March 2024. Without specialist knowledge, Jeremy did not know where to begin in requesting a refund.
Enter the Property Advice Service
In February 2024, Jeremy was invited to one of our free commercial property advice webinars. He found it so useful that he contacted us for free one-to-one support to help him find a solution to the rent issue.
Jeremy comments: “London Business Partnership’s advice and guidance was second to none. Isaac Adams has been great at signposting me and the whole team has been efficient, resourceful and always ready to help. London Business Partnership always made it clear that they could facilitate more free business support as required.
“The expert, Paddy Bates, was able to quickly understand our situation, and in a short time, act like one of our team. He was always looking to advise on how to get the best solution without creating conflict. Paddy also guided us on how to communicate with TfL in a way that would lead to a mutually acceptable solution. He also asked for updates, which made us feel like we were in a safe pair of hands.”
The outcome
Just a month later, after following the advice, Jeremy secured a reimbursement from TfL for a year’s rent, and he has been considering trying to secure an additional few months’ worth due to losses incurred by the closure caused by the construction.
As a result of our help and rent refund, the business was able to not just survive, but also create four new jobs at the newly opened New Cross kiosk.
The relationship between On the Hoof and TfL remains positive with Jeremy calling them a “responsible landlord” as they responded positively to his case.
Jeremy adds: “It’s very important for an SME to have professional experts to discuss all matters relating to property. Without the Property Advice Service, access to qualified property experts and surveyors would normally be out of our reach.”
If you’d like to work with us to explore how to get a rent refund for your business property, get in touch here. Or sign up to your Property Advice Service here.