Building success through partnership at the Hertford Bell

Introductory Highlights

• Greene King Pub Partners supported a major investment programme to transform the Hertford Bell and its extensive beer garden.
• Strong business support helped the pub navigate Covid, rising energy costs, and changing local trade demands.
• A collaborative partnership enabled rapid growth opportunities, licence extensions, and increased all-day trade.

The Challenge

When Ray took on the Hertford Bell, he saw the opportunity to create a thriving town-centre pub with strong all-day trade and room to grow the business further. However, the journey began during one of the toughest periods the hospitality industry has faced.

Only two weeks after taking on the pub, Covid restrictions forced the business to close. Like many operators, Ray then faced ongoing pressures including the fuel crisis, rising energy costs, and changing customer habits. At the same time, the pub required significant refurbishment and investment to unlock its full potential and better serve local trade.

For Ray, having the right partner in place was critical.

The Solution

Working closely with Greene King Pub Partners, Ray and his team embarked on an extensive refurbishment programme that transformed both the pub and its outdoor space. Together, they delivered a large-scale investment project that included a complete redesign of the beer garden while carefully preserving the character of the pub itself.

Rather than replacing the original bar, Ray and Greene King chose to restore and refurbish it, maintaining the traditional feel that customers value. The newly developed garden space became a major asset for the business, creating one of the largest beer gardens in the town centre.

Throughout every stage of the partnership, Greene King Pub Partners provided ongoing business support and worked collaboratively to overcome challenges quickly and fairly. Whether it was responding to operational pressures, helping secure an extended licence ahead of major sporting events, or supporting fast-moving opportunities like introducing popular new products, the partnership remained proactive and solutions-focused.

Ray credits the openness, accessibility, and responsiveness of the Greene King team as a key part of the pub’s success.

The Results

The Hertford Bell has gone on to become a successful and growing business, supported by a strong partnership and shared vision. The investment in the pub and garden positioned the business perfectly for post-pandemic trading, helping it capitalise on increased outdoor demand and strengthen its position within the local trade.

Today, Ray continues to see opportunities for future growth. By combining entrepreneurial ambition with industry-leading business support, the partnership with Greene King has created a resilient and rewarding business built for long-term success.

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Hertford Bell – Transcript

With a portfolio of four pubs in the area, Ray runs the Hertford Bell in partnership with Greene King who have also invested in the pub with an extensive garden refurbishment programme. 

During their time working together Ray and Greene King have faced numerous challenges and have always found a solution to every problem. Which is something he greatly appreciates

Ray –

“I currently run four pubs. This one, it’s the Hertford Bell. So, I was really excited by having a pub in town where you’d have an all day trade. And then you have the potential to grow that business.”

“From the word go, I was very comfortable. And I knew basically that what Greene King said was what they would do. So, I was very pleased to work with them. And to be honest with you, that’s the way it’s worked out for me.”

Dan –

“One of the key skills I find is that we need to listen to our tenants and understand what their problems are, what their concerns are, and I think if I can listen to them in a good way and a proactive way, then we can all move forward in a positive way.”

Ray –

“We had it for a period of time while we did the refurbishments with Greene King. The whole scheme, very large scheme, we more or less gutted the pub and the garden.”

“Every step of the way, myself and my wife had some mad ideas that we wanted to do and the plan was to put in a new bar here, but we saw the old bar being refurbished and bringing it back which keeps the character in the pub.”

“Our vision was to make it a proper pub garden but at that time, it wasn’t considered key to running a business. So, we were a little bit ahead of our time. So, when we came back after Covid, we were probably the biggest beer garden in the centre of town. We managed to really have success from that.”

“When we took this pub, it was Covid, we were only open two weeks when we had to shut. So that was a major crisis. But Greene King were there to help. We’ve had the fuel crisis, the energy crisis. It’s like, it is a bit scary when your energy bills go from £1,000 a month to £3,000 per month. But Greene King will listen, they’ll understand and we’ll find a way forward together.”

“I would say the relationship is very good. For instance, we had Cruz Campo that suddenly got very popular and we wanted to get it in, and our BDM really helped with having us as one of the first to have it in. We act quite fast and basically work really closely together.”

“With Greene King’s help, we managed to actually get an extension on our licence which again will help throughout the World Cup because we now have that extra hour to trade.”

“They’re really good at listening. So, no matter what problems I have, they’re there, on the end of the phone, they understand.”

Dan –

“I think the opportunity moving forward is brilliant. We’ve got a strategic shift in Greene King with pubs coming across from the managed side of the business so that’s providing a lot of opportunity for new and existing tenants to either expand their pub portfolio or for new tenants to come on in.”

Ray –

“If it’s something you really want to do, definitely go for it. And it is hard work, but it is also very rewarding if you put the hard work in.”