Operational Support for a Growing Heating Business

Client: Guscott Heating Services

The Brief

Leaway was initially engaged by a heating company to provide short term project support during a period of increased workload and limited internal capacity.

It quickly became clear the challenge extended beyond a single project, with broader operational pressures emerging due to growing demand and limited administrative resource.

The Challenge

Senior team members were focused on keeping day to day operations running, leaving little time to step back and address process gaps. Important operational and compliance activity existed, but much of it relied on individual knowledge rather than documented processes.

This created pressure, inefficiencies, and potential risk, simply due to a lack of time and capacity to formalise ways of working.

The Support

Leaway provided hands on operational and administrative support, allowing the business to maintain momentum while improvements were introduced.

Working closely with the leadership team, support evolved to include:

• Reviewing and refining operational processes
• Mapping the end to end customer journey
• Identifying regulatory and compliance touchpoints
• Creating clear checkpoints to support consistency

A key focus was supporting a senior team member who held significant operational knowledge. Together, their role was mapped end to end, bringing structure and visibility to previously undocumented processes.

The Outcome

As clarity improved, the business was able to:

• Recruit a dedicated administrative team member
• Introduce a more structured way of working
• Reduce reliance on undocumented knowledge
• Improve confidence around compliance and consistency

This also highlighted the need for ongoing support around a senior role, leading to the creation of a part time assistant position aligned to operational needs.

A Successful Handover

As new team members became established and confident in the processes, Leaway gradually reduced involvement, handing responsibility back to the internal team.

This transition from external support to internal ownership created stronger foundations, clearer roles, and improved resilience across the business.

For Leaway, this was a particularly rewarding outcome, supporting a business through change and stepping back once the right structure was in place.

Operational Support for a Growing Consultancy

Client: McLeish Consultancy

Overview

Leaway provides ongoing operational and PA support to McLeish Consultancy, a management consultancy that has experienced steady growth since the relationship began.

What started as PA style support has naturally evolved into a broader operational partnership, supporting the founder as the business has expanded its team, systems, and client base.

The Relationship

As the consultancy grew, the nature of support developed alongside it. What began as day to day organisation gradually expanded into wider operational support, allowing the founder to focus on delivering consultancy services while the business ran smoothly behind the scenes.

The Early Stages

In the early stages, support focused on helping the founder stay organised and responsive while building the consultancy. This included:

• Diary and inbox management
• Client communications
• Proposal preparation
• Invoice requests and expense management
• Networking bookings
• Business stationery and marketing materials
• Client gifting and brand support

By managing these operational elements, Leaway helped create structure and consistency during a key growth phase.

Supporting Growth

As McLeish Consultancy expanded, support evolved to include team and operational development. Leaway supported the onboarding of the first team member, attended collaboration meetings, and assisted with planning as the team grew.

More recently, this has included introducing a CRM system, with a bespoke setup designed to support workflow and provide clearer visibility across clients and opportunities.

The Outcome

Leaway continues to support McLeish Consultancy in an ongoing operational capacity, helping manage systems, processes, and day to day organisation as the business grows.

With additional subcontractors now in place and plans to recruit further team members, this partnership demonstrates how Leaway support evolves alongside a growing business, moving from administrative support into a trusted operational role.

Long-Term Support Built on Trust

Private Client: Financial Wealth Industry Overview

The Background

Leaway currently supports a senior professional in a PA and EA capacity, managing inbox and diary activity while acting as a trusted extension of their working day.

This relationship predates Leaway. Leanne previously supported the client in an employed EA role, and when her working model changed, the client chose to continue the partnership through Leaway. Given the nature of the role, support operates under formal confidentiality arrangements, including NDAs, reflecting the level of trust involved.

The Relationship

Having worked closely together previously, the transition to external support was seamless. A strong foundation of trust and understanding meant support could continue without disruption.

The role includes:

• Full inbox access and management
• Diary and scheduling coordination
• Handling sensitive and confidential information
• Acting as a first point of contact where appropriate

All support is delivered within strict confidentiality arrangements, ensuring sensitive information is handled with care at all times.

The Support

The focus of the role is to help the client work more effectively by:

• Managing and prioritising incoming communications
• Maintaining a structured and proactive diary
• Ensuring key actions and commitments are not missed
• Reducing day to day administrative pressure

Support is consistent, discreet, and aligned with how the client prefers to work, allowing them to focus on their core responsibilities with confidence.

The Outcome

By continuing the relationship through Leaway, the client benefits from:

• Trusted and familiar support
• Continuity in communication and time management
• Confidence handling confidential matters
• A well supported and structured working day

This engagement highlights the value of long standing professional relationships built on trust, discretion, and reliable support.