Loading...
SHAMBLES: Building resilience while protecting a family legacy
18 August 2026
Read time: 8 minutes
We've partnered with Small Business Britain to better understand the challenges, opportunities and evolving risks they face. We're listening to small business owners with the aim of strengthening conversations between businesses, brokers and insurers. Not only to help deliver practical, relevant support, but to enable them to grow, build resilience and thrive.
We're putting together a series of case studies, where we explore real-life scenarios with UK-based small businesses. You'll find all of these stories here on our site, with a new one released each month.
Introducing the first case study of our series, where we focus on SHAMBLES Restaurant and Wine Bar based in Teddington.
For many small and medium-sized businesses, the summer period provides an opportunity to step back from day-to-day operations, and prepare for the months ahead. It's a valuable time to assess risks, identify new opportunities, and strengthen business resilience.
For SHAMBLES, resilience has been a defining characteristic throughout more than four decades of trading.
Founded in 1983 by Franco and Jackie Langella, the family-run restaurant has been a well-known part of the Teddington community for over 40 years. Since taking over the business in 2006, siblings Margherita and Massimo Langella have focused on balancing long-term planning with preserving the values that have made the business successful.
Today, SHAMBLES combines its Italian heritage with a commitment to innovation, offering seasonal menus, handmade pasta, an extensive wine programme, private dining experiences and outside catering services.
Like many hospitality businesses, SHAMBLES has experienced a period of significant change in recent years. Rising operating costs, recruitment challenges, shifting consumer behaviour, and the lasting effects of the pandemic have all created pressures that require careful planning and adaptability.
Rather than standing still, the business has focused on strengthening its foundations. This has included improving operational efficiency, reducing food waste, making better use of ingredients, and developing strong relationships with trusted suppliers.
At the same time, SHAMBLES has expanded its offering through private events, catering and customer experiences. All of this has helped the business diversify revenue streams and reduce reliance on any single area of operation.
For Massimo and Margherita, resilience is not simply about responding to challenges when they arise. It is about continually reviewing the business, understanding potential risks, and taking proactive steps to prepare for the future.
Long-term resilience also means understanding how environmental and operational decisions can impact business performance.
As part of its ongoing commitment to sustainability, SHAMBLES recently achieved Green Mark Level 1 certification. The business continues to focus on practical improvements across energy efficiency, waste reduction, water management, and responsible sourcing.
These initiatives support both environmental goals and operational resilience, helping the business manage resources effectively while meeting evolving customer expectations.
While maintaining the traditions and standards that customers value, SHAMBLES continues to look for opportunities to strengthen the business for the years ahead.
Future plans include expanding private events and catering services, further developing wine-focused experiences, and investing in employee development.
The business is also exploring how new technologies, including artificial intelligence, could help streamline administrative processes,. This, in turn, could free up more time for managers to focus on customer service, team development and business growth.
Throughout its journey, SHAMBLES has benefited from strong relationships with employees, customers, suppliers and other local businesses. Those connections have helped the restaurant navigate periods of uncertainty while continuing to evolve and grow.
The business has also been recognised through a number of initiatives, including The Italian Awards, Small Business Saturday, the Small Awards, Green Growth 100, and The Willow Review. Winning the Legacy Award at the Small Awards and being invited to Downing Street were particularly significant milestones for the family.
For brokers supporting small and medium-sized businesses, SHAMBLES provides a valuable example of how resilience is built over time.
Successful businesses are often those that regularly review their risks, diversify where possible, maintain strong supplier and customer relationships, and invest in their people. Taking time to assess business continuity plans, operational dependencies and future growth opportunities can help organisations become better prepared for changing market conditions.
As businesses begin planning for the second half of the year, brokers can play an important role in supporting those conversations. They can help clients identify vulnerabilities, strengthen resilience, and prepare for future challenges.
After more than 40 years in business, SHAMBLES demonstrates that long-term success is not about avoiding change, but about adapting to it while staying true to the values that make a business unique.
Know your numbers, protect what makes your business different and don't try to compete with larger companies on their terms.
SHAMBLES
SHAMBLES' journey highlights that resilience is built through preparedness, adaptability and strong relationships. By reviewing performance regularly, understanding potential risks and planning ahead, small and medium-sized businesses can place themselves in a stronger position to navigate uncertainty, and seize new opportunities for growth.
Business resilience is built long before disruption occurs. Quieter periods offer SME businesses an opportunity to review what has changed, identify emerging risks and ensure plans remain fit for purpose. By combing practical tools like Risk Assist with the expertise of insurance brokers, Intact Insurance can help SME businesses take a more proactive approach to protecting their future.
Becky Henry, Vice President Small Business at Intact Insurance
You can read more about why we're partnering with Small Business Britain, as well as watch our introductory video with Ken Norgrove, CEO at Intact Insurance, and Michelle Ovens CBE, CEO and Founder at Small Business Britain.
You'll also find our other published case studies, so you can hear more examples of real businesses and how we're helping to make a difference to them.