Running one of the busiest designer outlet destinations in the South East means we carry a great deal of responsibility—not just for providing a high-end shopping experience, but for ensuring every visual and structural element on site reflects the standard we promise our customers. With over 100 stores, cafes and restaurants, and a site-wide open-air design, our location welcomes millions of visitors every year. At the heart of that experience is our iconic tented structure, a signature architectural feature that covers our walkways and forms a visual centrepiece of the entire destination.
Over time, however, we noticed that the appearance of this structure had begun to dull. Its originally bright, striking surface had faded, with large areas taking on a noticeably uneven tone. As this surface plays a key role in the lighting and atmosphere of the centre—especially during daylight hours—the discolouration was affecting not only the look of the space, but also how guests experienced their visit.
Our operations team quickly recognised that this wasn’t an issue that could be resolved with general maintenance alone. The sheer scale and height of the structure, combined with its specialist fabric, meant that cleaning would require the kind of equipment, access knowledge, and care that only a trained professional team could provide.
As the situation developed, it became increasingly clear that this wasn’t just an aesthetic issue. The surface material of the canopy is under constant environmental exposure—UV light, wind, rain, and air pollution. These factors, over time, can lead to long-term damage if not regularly cleaned. Allowing the build-up to persist could result in weakening of the fabric, increased wear, and ultimately affect the structural integrity and lifespan of the canopy. Beyond the physical deterioration, we also risked falling out of compliance with manufacturer care guidelines—something that could compromise warranties and create further liability.
It was also impacting how people perceived the centre. First impressions count, especially in retail. Our brand partners rely on us to provide an environment that aligns with their premium identity. When the main architectural feature of the outlet begins to look tired, it sends the wrong message—not just to customers, but also to tenants and investors. At a location where footfall consistently ranks among the highest in the region, we couldn’t afford to let the visual standard slip.
The more we considered the situation, the more we realised we were at a critical decision point. The cost of doing nothing could lead to larger expenses later on. If the structure were to deteriorate further, we could be looking at more than just cleaning—we might face restoration work or even partial replacement. There would be implications for insurance, potential business interruption, and reputational impact.
We knew we had an opportunity to preserve what we had, and with the right partner, take proactive steps to protect our investment. That’s when we brought in a commercial cleaning contractor with experience in large-scale, bespoke cleaning solutions. They were recommended by several facility managers in our network, particularly for their work with unique and challenging architectural features.
From the outset, their team showed deep knowledge of cleaning complex structures. They took the time to assess the entire canopy in detail, developed a tailored action plan, and most importantly, worked with us to ensure that operations would not be disrupted. We made it clear that service continuity was non-negotiable—given our trading hours and the nature of our business, cleaning could only be carried out overnight when the centre was closed to the public.
They delivered exactly that. Their cleaning programme was scheduled in phases over several nights, allowing the entire tented structure to be cleaned safely, thoroughly, and with no impact on the customer or tenant experience. The crew arrived each evening, coordinated with our facilities and security team, and completed work by early morning. Each night, a section of the structure was returned to its original brightness, without disruption or safety concerns.
The professionalism of the team was evident from day one. All site-specific risks were considered and mitigated. Access equipment was deployed and removed efficiently, and staff adhered to all safety protocols. The job required both height access and delicate handling of a fabric-based architectural element—something the team handled with confidence and care.
Within days, the results were visible. The transformation was significant: the structure’s surface had regained its original light-reflecting appearance, bringing a fresh, clean brightness back to the walkways below. Customers and tenants alike commented on the difference. Morning staff arriving at the centre remarked how noticeably improved the environment felt. It was the kind of change that subtly yet powerfully lifts the entire atmosphere of a retail space.
Just as importantly, we now have documented proof that our infrastructure has been properly maintained, in line with warranty and manufacturer requirements. We’ve protected one of our most valuable long-term assets, safeguarded our operational resilience, and reinforced our reputation as a world-class shopping destination.
Looking back, the real win wasn’t just in the visible transformation—it was in the seamlessness of the process. No service interruptions. No safety incidents. No customer inconvenience. And that’s what matters most to a site like ours: delivering results without sacrificing the visitor experience.
We’ve since entered into a regular cleaning agreement with the contractor, ensuring that our tented structure will continue to be maintained on a schedule that aligns with both its material needs and our business requirements. This partnership is now an essential part of our broader maintenance strategy, helping to preserve our site’s appearance and integrity well into the future.
For any organisation operating a high-traffic, visually driven venue—especially one with large, bespoke structures—the message is clear. Proactive care is not an optional luxury. It’s a smart investment in your infrastructure, your brand, and your operational continuity. Choosing to act now has allowed us to extend the life of our canopy, avoid future costs, and maintain the standard our guests expect.
We’re proud of the work that’s been done—and we’re even prouder that it was done in a way that upheld our core principle: providing an exceptional experience, every day, without compromise.
