News

What Does Quality Mean to You?

Published: 14-10-2024

This week marks Quality Plumber Week, an annual event run by the Association of Plumbing and Heating Contractors (APHC) which champions the diverse skills of plumbing and heating engineers and celebrates the important role that they play.

To mark the occasion, we caught up with installers and manufacturers alike to ask what the word ‘quality’ means to them and their customers. As well as how we - as an industry - can continue to attract quality talent into the sector. Here’s what they had to say:

Why do you think it’s important for the APHC to raise awareness of the plumbing and heating industry and its importance?

Oliver Gaustian, Buckinghamshire Heating (OG): “There is a bit of an imperfect storm currently. We have a lack of new people entering the industry, an even bigger lack of employers willing or able to give apprenticeships, and also a lack of trade bodies in the UK. There is a tendency for newbies to the industry to get trained up in the ways of plumbing and heating, only to jump ship to a different trade. 

“Quality Plumber Week is a good way to shine a light on our industry and show the country the positive, essential work we do.”

Paul Ferguson , PDF Gas and Heating (PF): “There is a perceived lack of value in relation to our industry. The public don’t necessarily value the experience and skills that plumbing and heating engineers have accrued over years and years of training. This can result in customers expecting our services for lower cost.

“Quality Plumber Week is an opportunity for us to change that perception and remind homeowners that our work is essential, and always will be.”

Martyn Bridges, our Director of External Affairs, (MB): “It’s essential that respected trade associations and professional bodies such as the APHC continually strive to raise awareness of campaigns such as Quality Plumber Week. 

“The industry is at the forefront of the net zero ambition with a number of new and different technologies either now or soon to be available. The consumer needs to know with confidence that the installer they choose will install the products they require in a professional manner that meets or exceeds all of the required standards.”

What does ‘quality plumber’ mean to you?

Dave Boyeson, DCB Plumbing & Heating (DB): “Anyone in the industry who has good life morals and a good work ethic. Those who want the best end result for their customers and will strive to provide the highest standards of both installation and customer service. Someone that customers trust and come back to for these reasons.

Lincoln Smith, Custom Heat Ltd (LS): “Someone with good reviews, a good trading history and a strong backstory of experience to show. Those who have built established businesses themselves, or those in a generational or family business you can trust to provide quality service.

“However, in my opinion, there is a saturation of online services that connect tradespeople to homeowners. Although they do open up opportunities, they can devalue the work our industry delivers. I encourage the public to do more research into the backstory of a plumbing or heating contractor instead of solely trusting these sorts of site.By doing due diligence, you can find the actual quality tradespeople in your area.”

MB: “I see the term ‘quality’ a description bestowed or worn with pride by a professional plumber or installation engineer. Someone who ensures that they provide work and services of the utmost quality.”

How much importance do customers place on the quality in regards to the heating sector? (e.g. quality of product, quality of service, skills etc)

DB: “I believe customers do place importance on quality when it comes to their decisions around heating systems. At DCB we only work with products of the highest quality and we explain that to our customers. We point out that our quote might be more, but the materials and workmanship they receive are superior.”

OG: 100%. “At xx we aren’t the cheapest plumbing firm in the area nor do we want to be. We want to provide good quality service to our customers, and one that is within a decent enough time frame. It's important to get that balance.

“We have found that our customers are definitely willing to pay a higher price to get a high-quality service. Someone who will answer their calls and queries, and keeps them well informed throughout their customer journey.”

LS: “I think it plays a part along with factors such as price and reviews. Prospects mention our reviews when considering us way more than whether they’ve seen us on an online service such as ‘Check-a-Trade’.”

PF: “The majority of our customers are willing to pay a higher price to access our premium products and high-quality service. However, we do have a large percentage of customers who want that premium at the cheapest price. They tend to go to alternatives who offer that cheap price, and result in customers getting less-quality service. 

MB: “I believe most if not all consumers choose quality as the most important factor when they select an installer or plumber. There is of course a minority who prioritise price above everything else but these tend to be few and far between.”

What advice would you give to anyone considering a career within the plumbing and heating industry?

OG: “Seek out courses that involve on-the-job work experience. If you attend a course that is just theory, your qualification won’t be taken as seriously compared to one that also involves an apprenticeship. It's a sign that you understand the quality needed to work in someone’s home.”

LS: “You have to be committed and put the time in. Don’t try to cut corners on fast track courses and instead try to get an apprenticeship at a well-established company that has the time and resources to properly train you. It will be hard but it will pay off in the long run.”

PF: “Properly educate yourself about the sector, and don’t be afraid to make mistakes. Mistakes are the only way to learn!”

MB: “The plumbing and heating industry is a solid profession with net zero bringing exciting changes in technology. Plumbing and heat is one of life’s essential requirements, you can’t live without it so even in financial downturns there is always work to be had. Consumers can put off many chosen purchases but they can’t do that as readily as heating and plumbing so there will always be work to be had.”