Case Study: Theo Paphitis Retail Group

Client: Theo Paphitis Retail Group
Service: Nationwide Hard Floor Cleaning, Maintenance & Specialist Floor Restoration
Provider: The Cleaning Services Group Ltd
Partnership Duration: 13+ Years (Ongoing)

Background

Theo Paphitis Retail Group (TPRG) is one of the UK’s most recognised retail groups, with a diverse portfolio spanning stationery, fashion, and home & garden sectors.

The group includes leading retail brands such as Ryman, a nationwide chain of over 200 stationery and office supplies stores; Boux Avenue, a London-based women’s lingerie retailer; and Robert Dyas, a home and garden retailer with more than 90 stores across the Southeast.

With a large and varied retail estate, maintaining high standards across store environments is essential. TPRG required a specialist cleaning partner capable of delivering reliable floor care solutions, maintaining consistent standards, and adapting to changing operational requirements.

Areas of Concern

TPRG required a trusted specialist contractor who could:

• Deliver professional hard floor cleaning, maintenance, and restoration services across multiple retail locations
• Maintain consistent standards across a large UK-wide store network
• Provide specialist expertise across various flooring types and finishes
• Minimise disruption to daily retail operations through flexible scheduling
• Adapt service delivery in response to changing business needs

A flexible and experienced partner was required to support TPRG’s evolving retail environment and long-term growth plans.

History of the relationship between CSG and TPRG

The Cleaning Services Group Ltd initially began working with Theo Paphitis Retail Group in 2013, when CSG was appointed to develop and deliver a structured programme of monthly, bi-monthly, and quarterly hard floor cleaning, maintenance, and polishing services across more than 80 Robert Dyas stores.

The programme delivered excellent results and continued successfully for almost 10 years, allowing CSG to establish a strong working relationship with TPRG’s Senior Project and Property Management teams.

In 2020, the retail sector faced significant challenges due to lockdown closures, operational restrictions, and financial uncertainty across the high street. During this period, The Cleaning Services Group provided TPRG with a flexible and supportive approach, adapting service schedules where required and avoiding restrictive long-term commitments.

As TPRG continued investing in its high street stores, several top-performing Robert Dyas locations underwent full refurbishment programmes, including new flooring installations. CSG was brought in to complete post-refurbishment cleaning, specialist floor sealing, and polishing services to protect and enhance the new flooring.

As store cleaning requirements evolved, the regular floor maintenance programme was adjusted. However, due to the strong relationship and trusted service delivery established over the years, TPRG continues to rely on CSG for specialist one-off floor cleaning projects across its brands, including Ryman, Boux Avenue, and Robert Dyas.

The Solution

The Cleaning Services Group continues to provide a flexible and specialist floor care solution tailored to TPRG’s changing requirements:

• Nationwide Floor Cleaning Support: Professional floor cleaning and restoration services delivered across TPRG locations throughout the UK.
• Specialist Floor Treatments: Expertise in stripping and re-sealing, mechanical deep cleaning, polishing, buffing, and ongoing maintenance across a wide range of flooring types, including natural stone, resin, hardwood, polished concrete, vinyl, and tiled floors.
• Flexible Service Delivery: A responsive approach that adapts to changing operational requirements without unnecessary restrictions.
• Dedicated Account Management: A dedicated contract manager providing a single point of contact for clear communication and efficient coordination.
• Experienced Cleaning Teams: Skilled professionals delivering reliable results while working around busy retail environments.

Implementation

The partnership began with the introduction of a structured floor cleaning and maintenance programme across Robert Dyas stores.

Following the success of the initial rollout, CSG continued to support TPRG through regular planned maintenance, specialist floor treatments, and refurbishment-related cleaning projects.

As TPRG’s requirements changed, CSG adapted its approach by providing targeted specialist services rather than a fixed programme, ensuring support remained aligned with business needs.

Ongoing collaboration continues through a combination of planned projects and reactive floor care requirements across TPRG’s retail brands.

Results

1. Long-Term Partnership Built on Trust

The relationship between CSG and TPRG has continued for over 13 years, demonstrating reliability, consistency, and a shared commitment to quality.

2. Consistent Standards Across Multiple Locations

Professional floor cleaning and restoration services have helped maintain high presentation standards across TPRG’s retail estate.

3. Flexible Support During Industry Challenges

CSG provided a supportive and adaptable approach during periods of uncertainty within the retail sector, helping TPRG manage changing requirements.

4. Specialist Floor Care Expertise

TPRG benefits from CSG’s extensive knowledge of commercial flooring, ensuring the correct cleaning and maintenance methods are applied for each surface type.

5. Nationwide Capability

With experienced teams operating across the UK, CSG continues to provide reliable support as TPRG’s brands continue to evolve.

Client Impact

By partnering with The Cleaning Services Group, Theo Paphitis Retail Group has access to a trusted specialist provider that understands the demands of commercial retail environments.

Through technical expertise, flexible service delivery, and a relationship-focused approach, CSG continues to help TPRG maintain clean, safe, and professionally presented retail spaces.

Conclusion

This partnership highlights how a flexible and specialist approach to commercial floor cleaning can deliver long-term value for a leading UK retail organisation.

Through nationwide coverage, experienced teams, and a commitment to quality, The Cleaning Services Group continues to support Theo Paphitis Retail Group with reliable floor care solutions across its retail portfolio.

What We Offer

• Dedicated contract manager and single point of contact
• Flexible and transparent approach tailored to client requirements
• Over 13 years of experience supporting TPRG
• Experienced and professional floor cleaning teams
• Expertise across multiple commercial flooring types
• Specialist floor restoration services including stripping, re-sealing, polishing, and buffing
• Competitive and transparent pricing
• Nationwide coverage to support current and future locations

Client Testimonial

"We are pleased to recommend The Cleaning Services Group for any upcoming floor cleaning, polishing, and sealing work.  We have used The Cleaning Services Group for several floor cleans in our stores and were very happy with the results.  We have full confidence in their abilities and would hire them again for future work."

Gail Hailstones
Group Property Operations Manager
Ryman – part of Theo Paphitis Retail Group