National IT Support Coverage: Serving 275+ Care Homes Across UK
Our client is Britain’s largest care home operator, specialising in residential, nursing, dementia, and respite care for older people. With more than 275 care homes across England, Scotland and Wales specialising in dementia, nursing and residential care for older people, the company was formed following the collapse of the UK’s then-largest care home operator.
Experience with distributed IT estate management and support
Track record of several successful hardware rollouts
ISO accreditation and
expertise in managing
security processes
Availability of engineers countrywide
Project Overview.
The UK’s largest care home operator, with over 275 care homes across England, Scotland and Wales, faced challenges maintaining consistent IT hardware support across its widespread network of care homes, many located in remote or hard-to-reach areas.
Partnering with Kalamazoo IT provided this leading care provider with a scalable, flexible solution to support their hardware infrastructure. With on-demand break-fix support, planned hardware refreshes, and intelligent hands-on assistance, the company significantly reduced downtime, ensuring smoother day-to-day operations and a consistent service experience across all care homes.
The Challenge.
Managing IT support across a large, nationally dispersed estate presented several logistical and operational challenges for the care home operator:
Geographical Spread: Homes located in both densely populated cities and rural areas made it difficult to deliver timely IT support.
Inconsistent Service: Previous solutions lacked the flexibility to offer a uniform level of support across all sites.
Hardware Downtime: Faulty equipment impacted day-to-day workflows, affecting resident care and staff productivity.
Limited In-House Resources: The internal IT team required a dependable external partner to assist with on-site support and hardware lifecycle management.
The result was inconsistent IT service levels across the organisation and prolonged equipment downtime that disrupted critical care and admin processes.
The Solution.
Kalamazoo IT developed a nationwide support model tailored to the client’s unique environment. Key elements included:
Break-Fix Hardware Support
- Nationwide engineering resource pool with flexible scheduling
- Rapid response to device failures across all care home sites
- Prioritised call-outs for homes in high-dependency settings
Hardware Refresh & Lifecycle Management
- Planned hardware refresh programmes with minimal disruption
- On-site deployment and decommissioning of devices
- Device tracking and inventory oversight to support IT planning
Intelligent Hands Onsite
- On-demand IT support for troubleshooting, upgrades, and system handling
- Seamless extension of the client’s internal IT team
- Expert guidance to resolve issues without requiring full-time on-site staff
The solution allowed for centralised control with decentralised support delivery—crucial
Benefits
“Kalamazoo IT has become a trusted extension of our team. With care homes spread across the UK, we needed dependable support that could flex around us — and that’s exactly what they deliver. Whether it’s a hardware refresh or something more urgent, they respond quickly and take the pressure off our internal teams. Their support helps us focus on what really matters: caring for our residents.”