Aflame Fire Services is a Leicester-based business specialising in the installation and maintenance of commercial kitchen fire suppression systems.

Operating in a critical compliance-driven industry, Aflame serves a wide range of hospitality and foodservice environments, delivering fire safety solutions that protect lives, assets, and operations.

Frustrated by delayed responses, overly technical communication, and a lack of proactive support from their existing IT provider, Aflame turned to POLARIS to take control of their IT. Their goal was clear: establish a reliable, plain-speaking IT partner who could offer dependable support, simplify their systems, and allow their team to focus on service delivery not firefighting internal IT issues.

Before engaging POLARIS, Aflame Fire Services faced persistent challenges with their incumbent IT provider. Slow response times, difficulty getting hold of support, and a reliance on overly technical, jargon-heavy communication left the team feeling disconnected and unsupported. Their IT estate suffered from a lack of visibility and documentation, and core systems were outdated, with little guidance on best practice or roadmap for improvement.

These issues created day-to-day friction across the business. Staff were left frustrated by repeated delays and unclear advice, often unsure where responsibilities lay. The company also incurred higher costs due to vague billing practices and reactive fixes. More critically, the lack of a clear IT structure introduced potential security risks, leaving Aflame vulnerable to disruption, data loss, and compliance concerns in a heavily regulated sector.

Our first step was to gain clarity. POLARIS conducted a full audit of Aflame’s existing IT environment to uncover misconfigurations, gaps, and risks that had gone unaddressed.

With a clear picture of the infrastructure, we created a tailored support roadmap and presented a fully managed IT support agreement built to replace the reactive, unclear service they’d previously received.

By aligning our delivery with Aflame’s operational needs and preferred communication style, we quickly re-established trust, clarity, and control over their IT estate all while setting a foundation for future scalability.

POLARIS delivered a comprehensive IT setup that included:

• Full audit and documentation of existing systems and assets.
• Identification of outdated Windows 10 devices and upgrade planning.
• Resolution of security gaps where antivirus licenses were paid for but not deployed.
• Reinstatement and documentation of local admin access for directors and key users.
• Configuration of secure remote access for newly acquired laptops.
• Establishment of transparent, best-practice support channels with plain-English responses.

Following the onboarding and initial stabilisation work, Aflame Fire Services experienced a complete turnaround in IT experience. Critical access and security issues were resolved within days, and all priority actions identified in the audit were addressed promptly with zero disruption to day-to-day operations.

Since partnering with POLARIS, there have been no repeat issues or escalations with faster support turnaround and clear, proactive communication becoming the new norm.

POLARIS replaced frustration with control, and complexity with clarity, giving Aflame the reliability and support they needed to operate without distraction.

The change in support experience was immediate and widely felt across the business. Aflame gained:

• A clear understanding of their IT environment for the first time.
• Direct access to responsive, plain-English support.
• Confidence that systems were secured and documented.
• Peace of mind knowing access issues wouldn’t block operational needs.
• A trusted relationship with a provider that resolves issues without delay or confusion.