Pubs partnership helps out new licensee

Shepherd Neame's new pubs partnership programme provides a helping hand for 22-year-old first-time licensee

Support was one of the most important things for Emma-Lily Higgins when she decided to take on running her own pub with Shepherd Neame at the age of just 22.

And she found it with the independent family brewer’s new Pub Partnership programme, designed to provide licensees with additional guidance and practical support alongside the independence of running their own business.

Similar to a traditional tenancy agreement, the programme offers hands-on assistance with all areas, from navigating utility bills and ordering beer, to marketing support, website guidance and ongoing operational advice. Above all, it provides tenants with experienced support whenever challenges arise.

For Emma-Lily, taking on The White Horse in Hawkinge felt like a natural next step. Having first worked at the pub at the age of 14, she quickly developed a passion for hospitality there. Eight years later, knowing it was hers felt like a real ‘pinch me’ moment for her.

“I really love this place,” said Emma-Lily. “I did think ‘I have actually done it’. It was a great feeling. I was apprehensive but I have had so much support from the regulars and I am pleased to work with Shepherd Neame as they genuinely support you and help you succeed.”

She added: “The White Horse has been here through some of my lowest and my highest moments, and I want to keep providing that sense of community for everyone else. We have our loyal regulars and are also welcoming lots of new faces, and they have all been there for me.”

Taking on the business in her own name was a daunting prospect, but throughout the process she had the reassurance of Shepherd Neame’s tenanted team just a phone call away.

“It is that partnership and confidence,” said Emma-Lily. “You are running your own business but you know you can still talk to the Brewery and they are there for you. A bit of reassurance goes a long way. I have been very grateful for that.”

An integral part of that support has come from Dan Sidders, Shepherd Neame’s Head of Tenanted Business Partnerships. Having previously worked as a licensee himself, he understands the realities and pressures of running a pub.

He said: “Emma-Lily is a great example of what happens when determination meets the right support. Our Pub Partnership programme is all about giving licensees the confidence to run their own business, knowing there’s always guidance if they need it. Emma-Lily’s really made the most of that at The White Horse, staying true to its community roots while making the business her own.”

Emma-Lily said: “It has been brilliant to have Dan’s support – he is friendly, honest and approachable. I speak to him probably more than I should but he always makes time for me!”

Despite her age, her years of experience in the pub mean there are many things she takes in her stride – from receiving beer deliveries and fixing fridges, to dealing confidently with difficult customers when needed. “They say I have a teacher’s voice!” she laughed.

Another valuable source of support has been visits from Shepherd Neame’s Tenanted Safety Advisor Sue Keenan, who provides guidance on safety audits, kitchen inspections and achieving top Food Hygiene ratings.

While keen not to make dramatic changes to a pub that already enjoys strong community support, Emma-Lily has introduced a new menu featuring gluten free, vegan and vegetarian options; brightened up the restaurant area and continues to champion the pub’s dog-friendly atmosphere.

In fact, her experience so far has been so positive, she is even contemplating the possibility of running a second pub – though her ultimate dream is to one day run a pub in Dorset.

You can find The White Horse at 7 Canterbury Road, Hawkinge, CT18 7JA, by calling 01303 892268 or visiting https://www.whitehorsehawkinge.co.uk/.