Dear friends of St Austell Family Group,

We hope that you have found our communications over the last few months useful. It is fair to say that lockdown has not been without its challenges and it comes as a huge relief to us all that the opening days are in sight!

Firstly, we wanted to wish every single customer the very best of luck with your planned openings, and we hope that you can trade profitably and successfully from Saturday onwards.

Whilst things will be very different for a while, the key to success has to be making your premises feel safe at the same time as giving your customers the confidence to eat and drink when they visit.

Our focus as a business has moved at pace throughout lockdown; from our initial fight for survival (thank goodness for the Furlough scheme) through to being ready to service and support our customers wherever possible. During the last couple of weeks we have been incredibly busy with huge numbers of deliveries, pick-ups and queries being handled by a much reduced team. It has felt like a normal July week, which is testament to the number of outlets opening and the levels of trade expected.


The next stages for us are as follows:

- Continue to pick up full containers where you have been unable to tip your beer - and as many empties as we can. Please bear with our drays and we will do this as quickly as we can - it will take a few weeks to complete.

- We will be dealing with stock credits as soon as we have stock returns and portal information authorised. We are in the hands of our suppliers on their products, but we will push for the quickest possible solution.

It is going to take a while for us to understand the levels of trade, and when we do, we will be able to look at bringing back more telesales and sales people into the business. Currently we are operating on around 50% of our normal staff levels, but we are reviewing the situation on a weekly basis.


Lastly, we wanted to say a HUGE THANK YOU to you, our valued customers. Just getting through lockdown has been a big challenge, but there is now light at the end of the tunnel. We can only wish you well and commit our time, service and support in helping you reopen and start your recovery to some sort of “normality” whenever that is?


Wishing you every success, and we look forward to working with you once again.

Update: July 2020


Visit the British Beer & Pub Association’s (BBPA) new platform - You’ll be able to record the destruction of the beer in your cellars on the cross-industry platform. Once confirmed, we will refund you all the excise duty we receive back on your behalf (as well the full credit against casks and kegs that were unopened).

If you have spoilt beer and cider in your cellar that you want to claim back against you should start using the site as soon as possible so you can free up the space in advance of when we start delivering. The platform can be accessed via mobile, tablet or computer. You’ll be asked to create a profile, and once your profile has been created you can follow guidance and instructions on the platform to seek permission from the brand owner to destroy the beer and cider in an environmentally friendly manner.

1. How to get credit against draught stock in your cellar:

Step one -  contact your local water board and get approval for destruction. You can find your local contacts below.

Step two – once you have waterboard approval, visit and start logging your stock information. Make sure you have delivery date information to hand and also your supplier account code. You’ll find your customer number on delivery notices or statements from us.

Helpful hints:

• Missing brands – breweries and brands are being regularly added to the platform.  Do not delay your initial claim waiting for other brands to be added. Submit what you can and then do another submission once the brands are added.
• Diageo (for logging brands including Guinness) are using their own platform. Visit the site here.

• If you have any questions regarding using the platform, make sure you visit the comprehensive FAQ section – If your query isn’t listed contact

You can read the full press release about the new BBPA platform here


2.1. Seek approval from your local water board

You need to get permission from your local water company before you destroy the beer e.g. South West Water / Wessex Water. When you’re contacting them to get approval, it’s important to confirm how much beer you have that needs destroying.

Depending on where you are in the country, they may issue you with a specific date on which to destroy the beer. There will be very few instances where the water company will decline your request (as this tends to be where there are very small water treatment plants in very rural areas).

By way of reassurance, we have been able to gain agreement for the destruction of beer in 90% of our own pub estate.

We will only collect full containers for credit where permission to destroy beer on site has not been granted. We will need written confirmation of this from the water company.

For the safety and wellbeing of our own employees we are obligated to minimise the volume of full kegs to be collected. If you are refused destruction on site, and have the written confirmation of this, then please call our telesales team on 0345 2411122 (between the hours of 9am-4pm, Monday - Friday) and we will discuss the collection process with you.

2.2. Local Water Contact Details

You may find the following contact details helpful in obtaining permission from your local water company:

South West Water –

Wessex Water -

Seven Trent -

Bournemouth Water -


Firstly, a huge thank you to all of our customers who have settled their accounts ready to start trading again with a zero balance. It is much appreciated and very helpful.


For those of you who still have an outstanding balance on your trading account we are keen to help where we can. Our aim is to work with you to find a mutually acceptable solution for when outlets are ready to reopen.


Please contact Tracey Taylor on 07855 515638 and she will be happy to discuss re-payment options and plans prior to your first order.


The telesales opening hours are: 07.30am – 5.00pm - Monday to Friday. Depots are open on a Saturday for collections and are staffed from 8.00am until midday.

To place an order:
Phone: 0345 2411122


Please use the below contacts if you have any queries or questions:


Customers serviced by our Avonmouth Depot – Lee Jasper

E:  M: 07794 059481

Customers serviced by our St Columb Depot – Lee Tinn-Stephens

E: M: 078162 78421

Customers serviced by our Ilfracombe, Heathfield and Wimborne Depots – 
Pete Wilkie

E: M: 07816 278403


As you’d expect, the industry is experiencing unprecedented demand on the certain consumables as a result of the pandemic. Both cost and availability fluctuate daily, however these are the suppliers we are having the best result with. We hope it helps.

As you’d expect, the industry is experiencing unprecedented demand on the certain consumables as a result of the pandemic. Both cost and availability fluctuate daily, however these are the suppliers we are having the best result with. We hope it helps.

Screens and other Covid-19 compliance for kitchen and FOH
Space Catering, Neil Mantle

Chemicals and some PPE
Holchem, Joanne Pope

General PPE, signs and sanitisers
Carters Packaging, Barny

Signage and other Covid-19 compliance
Cornwall Signs, Ian Jenkin

Cleaning Chems, PPE &  Signage
Abbotts, Steve Abbott

Polycarbonate glasses
Festival Glass 01422 382296



To help you make your outlet Covid-19 secure, we have launched a new online website where you’ll be able to access generic signage resources. From entrance arrows to temporary opening times, there is a selection of front and back of house materials which can be downloaded and printed at you convenience. Visit the site here.

0345 241 1122
Office Hours

Monday to Friday:
7.30am - 5pm