Ascot Services
Founded in 2003, Ascot Services is an award-winning Facilities Management provider delivering a wide range of services to organisations across the UK. With a focus on quality, innovation and responsive service, Ascot works closely with its clients to manage day-to-day facilities operations and deliver tailored solutions that meet their individual needs.
Executive Summary
Since 2003, Ascot Services has built an award-winning reputation for delivering high-quality Facilities Management services to clients across a wide range of environments.
As the business grew, Ascot needed a service management platform capable of handling increasingly complex workflows while giving both its teams and clients greater visibility of live work.
Having already experienced Hoth through an existing client, Ascot chose to implement its own bespoke Hoth environment across its client base.
Today, Hoth sits at the heart of Ascot’s service operation, supporting everything from reactive maintenance and site accidents to visitor management. Through close collaboration with the Hoth team, Ascot continues to develop and expand the platform as its requirements evolve.
The Challenge: Managing a Growing, Complex Service Operation
As an established Facilities Management provider, Ascot manages a wide range of requests and processes on behalf of its clients.
With the business continuing to develop, Ascot needed more than a standard service desk. It needed a flexible platform that could:
- Increase operational capacity: Give teams greater ability to manage, monitor and report on live jobs.
- Improve client visibility: Allow clients to see the progress of ongoing works and understand what is happening in real time.
- Support diverse workflows: Manage different processes, from reactive calls and site accidents to visitor management.
- Adapt to changing requirements: Provide the flexibility to introduce new processes and make changes without being constrained by a rigid system.
- Strengthen reporting: Provide clear information on live jobs and operational performance.
For Ascot, the priority was finding a service management solution that could adapt to the business—not forcing the business to adapt to the software.
The Solution: A Bespoke Service Management Platform
Ascot already had first-hand experience of Hoth through one of its clients. That familiarity gave the team an understanding of what the platform could offer and helped shape their vision for their own environment.
Andrea Ashurst, Compliance Manager at Ascot Services, explains:
“We were already using an existing Hoth-provided system with a client and decided to adopt our own version to use with all clients.”
Rather than implementing a fixed, off-the-shelf solution, Ascot worked closely with Hoth to build a system around the way the organisation operates.
The platform has since expanded to support a broad range of operational processes, including:
- Reactive calls and service requests
- Site accidents
- Visitor management
- Live job monitoring
- Client reporting and visibility
Each new process is developed in consultation with Hoth. Ascot can use a dedicated test environment to trial changes, make adjustments and ensure workflows work as intended before rolling them out more widely.
This approach allows the system to evolve alongside the business.
Continuous Development, Not a One-Off Implementation
One of the defining aspects of Ascot’s relationship with Hoth is the ongoing development of the platform.
Rather than viewing the implementation as a finished project, Ascot continues to identify opportunities to improve its processes and enhance the service it provides to clients.
“The system is completely bespoke to our business, and we are constantly developing it to proactively enhance our service.”
This flexibility has enabled Ascot to respond to new requirements while maintaining consistency across its client base.
For an organisation operating across multiple clients and processes, the ability to test, refine and deploy new functionality provides an important balance between innovation and operational control.
The Impact: Greater Capacity and Complete Client Visibility
With Hoth at the centre of its service management operation, Ascot has significantly increased its ability to manage and oversee live work.
Greater operational capacity
Hoth has given Ascot increased capacity to run, monitor and report on live jobs, providing teams with a centralised view of ongoing activity.
Real-time client transparency
Clients can gain visibility into the progress of ongoing works, giving them greater confidence that requests are being actively managed.
For Ascot, this transparency has become more than an operational benefit—it has become a unique selling point.
A platform built around the business
Because Ascot’s Hoth environment is bespoke, the system can continue to evolve as the company’s needs change.
New workflows can be developed, tested and refined rather than relying on processes that were designed for a different business model.
A foundation for continued innovation
As an innovative organisation, Ascot is continually looking for ways to improve its technology and service delivery. Hoth provides the flexibility to turn those ideas into practical system developments.
A Partnership Built Around Problem Solving
The technology is only part of the story.
For Ascot, the relationship with Hoth has been equally important. The Hoth team works closely with Ascot to understand new requirements, solve complex challenges and develop bespoke functionality.
Andrea highlights this collaborative approach:
“Hoth supports this by continually evolving our system—whether it’s small tweaks or full new builds. Their ‘can-do’ attitude and ability to meet bespoke requirements is second to none.”
That willingness to adapt has allowed Ascot to continue developing its service management environment rather than outgrowing it.
Key Results & Impact
Increased operational capacity
The ability to run, monitor and report on live jobs.
Greater client transparency
Visibility of ongoing works and job progress.
Bespoke service management environment
Tailored to Ascot's individual processes.
Expanded operational coverage
Supporting processes ranging from reactive calls and accidents to visitor management.
Continuous improvement
The ability to use new functionality developed and tested before wider deployment.
A competitive advantage
Live job visibility becoming a unique selling point for Ascot's clients.
Client Testimonial
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