Being Superman is a tough role to live up to, but Derby installer Bob Whitmore, 46, seems to be relishing the challenge.

"The public expects us installers to be Superman," he says. "When someone rings up at midnight to say their boiler's not working, you have to chose what's important: for example, if it's a mother with a two month old baby in the middle of winter, you'd go immediately. Usually, the job can wait until the morning. You'd be surprised at the number of people who think they need heating and hot water throughout the night while they're asleep."

Bob's sense of humour, optimism and desire to help others shines through and when talking to him you are impressed with his genuine love of his work. "It is good," he explains, "I enjoy meeting lots of different people and sorting out their problems." Then, realising he sounds like a Miss World contestant, he adds, "it's when you've solved someone's problem and you've finished a job - and you can walk away happy, that's what I like about it."

But it wasn't always like this. Up until two years ago he was director of a large heating and plumbing firm in Derby, responsible for 14 operatives. After eight years in the job, he became disillusioned and depressed. The best solution was to leave and set up on his own: and that's exactly what he did when he founded R Whitmore Plumbing & Heating.

Enjoying reaping the benefits of being his own boss, Bob describes what he sees as the most positive spin-offs: "There is definitely less pressure now because before I was caught in the middle: I had pressure from the blokes and pressure from the customers. Now I sort out customer issues directly because I have a one to one relationship with them; I know them personally.

"Basically, the whole set up feels more comfortable - I like the fact that I stand or fall by what I do. It has been a very positive move."

Another benefit of working for himself is that 90% of his work is local, in the Derby, Nottingham, Burton area. Having always worked in the heating industry, he has worked all over the UK from Edinburgh to Cardiff and London. Working away from home was not ideal and another advantage of working locally is that he is home most nights. There are also a greater variety of jobs.

With such a positive take on the job then, it's no surprise that Bob's son Steve, 23, is also an installer - although he, too, is a 'one man band'. "He looks after himself but we do help each other out on the occasional job," says Bob.

One area of heating installation that he has seen take off recently is power flushing.  "It is getting more popular now. At one time we offered it at a separate price but adding extras can put some people off. Now we offer it as an all-inclusive price but there will always be those customers who can't or won't afford it. " And does he have any tips on how to sell this feature to householders? "I always carry a water sample test kit with me and a piece of furred up pipe! Seeing hard evidence has a greater effect than just listening to me waffle on. Obviously the main benefit is an economic one in that in the long term it will save them money because their heating system will operate more efficiently because it reduces air ingress, etc."

Working for himself obviously works for Bob but it means that other factors - particularly backup from manufacturers - becomes even more important. Since becoming self-employed, Bob's only preferred manufacturer has been Glow-worm; although he has dealt with Glow-worm products for the last 16 or so years.

"The advantage round here is that Glow-worm is a local name and that can carry a lot of weight. The after sales and technical support has improved greatly, when I ring them with a problem they always get back to me. Backup is the main issue for me and they give it. They also invite me to forums and other events that are both informative and enjoyable. I got to meet other installers in the area which was great. But on a day to day basis, if they look after me, then I can look after my customers and that keeps everyone happy."

He also feels that "at last" manufacturers like Glow-worm are starting to listen to what installers have to say about their products.

"I used to get the feeling that new boilers were designed by someone in an office who had never worked on site," he says, "they didn't appreciate that most plumbers have fat chubby fingers that aren't always that dextrous or flexible! For example, there were some teething problems on a new boiler condensate outlet recently. It was difficult to manoeuvre but now they've replaced it with a flexible tube that is much easier to manage. They've also brought back the single piece jig.

"At last someone is listening to installers - which is a good thing!"

Apart from listening to installers, Glow-worm's training courses have also proved invaluable for Bob. Getting help on new products and attending Glow-worm-approved training courses has even given him kudos with customers!

He has never viewed the transition to high efficiency as a problem. He and Steve attended the glow-worm High Efficiency Course together so that they could become Part L compliant well before the April deadline. "We got it sorted right at the beginning," explains Bob, "we both went on the same day. We learnt more on the course about the high efficiency products and this of course helps us to sell them to our customers. As far as we're concerned the main selling point to the customer is economy of running costs.

High efficiency rubs shoulders with high society as a Glow-worm 24cxi high efficiency boiler is installed in a £1million luxury apartment on the Sandbanks Peninsula, Poole, Dorset – the third most expensive place in the world to live after London and Tokyo.

Dubbed 'Millionaire's Row' by locals, Sandbanks offers stunning views across Poole Harbour and the Purbeck Hills with many properties boasting private jetties and direct water frontage.

Installer Gerry Vinall is currently modifying the existing heating system in the opulent, single floor apartment and is installing trough heating recessed into the hardwood floor. The new 24cxi high efficiency condensing combi boiler is replacing a Glow-worm Ultimate 100 fan flued appliance – giving the property instant Part L compliance with efficiencies of over 90%.

However, down-to-earth Gerry hasn't let the high life go to his head. "It's a far cry from when I fitted my first Glow-worm boiler – a Mark 1 Fuel Saver," he laughs, "both in terms of boiler efficiencies and clients. That's the beauty of this job – one minute you could be working in the lap of luxury and the next you're working in your average three-bedroom semi. I love the variety and all clients are worth a million dollars to me!"

Gerry has been successfully installing heating systems and bathrooms in the New Forest area for the last 35 years, having gained a well-earned reputation for quality workmanship.

The Glow-worm 24cxi is part of one of the biggest ranges of high efficiency domestic heating boilers currently available to the UK market.

The Glow-worm range includes heating-only, combination, system and even models suitable for LPG.

A key feature to the entire range is the commonality of components and the fact that all designs are tried, tested and now proven.

Glow-worm offers an 11 - model range, three of which can be adjusted during commissioning to operate on LPG.

There are six models in the hxi heating-only range (12, 15, 18, 24, 30 and 38kW), three cxi combi models (24, 30 and 38kW) and two sxi system boilers (18 and 30kW).

All models achieve the highest possible efficiency rating, SEDBUK A, and a NOx class 5 rating, the best possible class for low emissions.

All Glow-worm hxi, cxi and sxi models have a small case size, are light weight and have enough flueing capability to allow boiler siting almost anywhere in a property. The advanced common platform provides for interchangeable parts across the whole of the wider range, so if you can fit one, you can fit them all.

As well as providing excellent heating performance and being pleasing to the eye, they are also packed with an impressive range of features. On board diagnostics provide superior serviceability while Glow-worm's Trademark 'continua' electronics will allow this boiler to continue operating when others may fail due to system faults. This is standard on each and every Glow-worm high efficiency boiler. All require zero compartment ventilation. Extensive flueing options permit flue lengths up to a massive 10m horizontal and 10m vertical, plus up to 40m of twin flue capability.

The Glow-worm hxi heating-only range has class-leading outputs in all of its six models: from 12 up to 38kW. All measure just 600mm high by 375mm wide and 334mm deep. Weights are just 30kg for the 12, 15 and 18kW models, and 33kg for the 24, 30 and 38kW models.

The cxi condensing combi range has 24, 30 and 38kW versions. All deliver high performance heating and hot water, saving householders' money and protecting the environment – a three-fold effect.

Design engineering gives ease of installation for the heating engineer, and the user gets a reliable, robust boiler.

In the cxi range of combis, domestic hot water is produced from the reassuring stainless steel plate heat exchanger at flow rates of up to 15.5 litres/minute @ 35oC for the 38cxi. A pre-heat facility gives an impressive five-second hot water response while still maintaining quiet operation.

A one-piece pre-fixing jig allows all gas and water pipework to be connected prior to full installation of the boiler. Once commissioned, the on-board diagnostics provide superior serviceability in the unlikely event of a failure.

These boilers are all fully modulating and come complete with pump, expansion vessel and safety discharge valve as well as being fitted, as standard, with an in-built bypass, filling loop, two-stage frost protection and anti-seize controls.

Three of the Glow-worm high efficiency models are also suitable for use on LPG; these are the 30hxi, 30 cxi and 30sxi. These models are factory set to operate on natural gas, and simply require an adjustment of the gas valve during commissioning. However, the heating engineer, for safe working practises, must have a flue gas analyser to check that the installation to LPG is correct.

All Glow-worm products are covered by a national service network offering the installer and end-user direct and local after-sales service.

The pace of change in the domestic heating market is faster than ever – making the continued support and commitment towards installers from reputable manufacturers more crucial now than ever before.

So says Ivor Riley, a Stoke-on-Trent installer whose working experience has helped him to appreciate the difference that professional after-sales and technical backup can make to his own, successful, business.

For example, he remembers the time when Glow-worm replaced a new 30 cxi high efficiency combi boiler the very same day after talking to the Belper-based manufacturer's technical support team. "It certainly helped to create a good impression with our customer," recalls Ivor, "otherwise they might not have had any hot water that night".

"Another example of how Glow-worm has responded to feedback from installers is that they have improved the design of their boilers. Recently they changed the jig on their combis to a one-piece which makes life much easier for us, the installers," he adds.

In the fast-changing world of domestic heating, Ivor believes that the support from a company like Glow-worm is vital to the smooth-running of his business. "The business is harder now for installers in many ways," he explains, "because the rules are changed too often in my opinion. The pace of change has been greater in the last two years than ever before. Understanding and installing high efficiency boilers is not a problem but making sure you interpret the new rules correctly can be problematic, especially when you are self-employed. This is why general support and after sales support is so important".

"I always go on Glow-worm's installer training courses as I find them extremely helpful and informative. All the courses I have been on are very well organised, easy to find and informative – plus it's useful to meet Glow-worm staff who are so knowledgeable about their products. I am hoping the high efficiency course will be even more informative."

Ivor is in good hands. Glow-worm are at the forefront of helping installers to get to grips with the changes to Part L of the Building Regulations, which means that the majority of new and replacement gas central heating boilers fitted must be either SEDBUK 'A' or 'B' rated.   The company has invested £7 million in high efficiency production and training facilities. Through expert advice and courses, installers can find their way around the have Part L compliance maze by gaining City & Guilds 6084; although they have up until 1st April 2006 to obtain this industry recognised qualification.

Glow-worm also offers the Certificate in Energy Efficiency for Domestic Heating. This helps installers to check if they are fully up-to-date on boiler sizing, system design for condensing and other related issues. The course also gives installers the background to explain to householders why the Building Regulations are changing, and how   energy efficiency can benefit them.

With a successful six years working for himself as I J Riley Heating Services, Ivor is keen to be able to give his customers the best possible advice, and Glow-worm has obviously helped him to do this. "I always like to try anything new – I'll always give it a go," he says, "but I always want to offer professional advice and guidance so that the customer gets the best possible solution for them For example, a customer recently wanted underfloor heating but it just wasn't practical. So I was able to suggest an alternative which worked out well".

"One area which really seems to be taking off is pressurised cylinders because of the growth of better and bigger showers, body jets and so on. These are definitely a growth sector and I am more than happy to meet this demand".

"Having said that, with boilers, it really helps to have a brand name that people know. That's another reason why Glow-worm has always been my preference".

"Obviously I've been familiar with the Glow-worm name since I started off in the industry 15 or 16 years ago. Most customers have heard of them – which helps!"

"The after sales call out is much better than any other manufacturer, in my experience, and they really are in line on cost. So you can't ask for much more than that."

With accelerated change now a fact of every installer's life, it's reassuring to know that back up is there, when and where it's needed.

Ivor definitely doesn't regret the decision to 'go it alone' but the transition was made smoother with a helping hand from Glow-worm.

Glow-worm Service has a new management team and a new challenge.

Or is it the same challenge with just a new approach?

 

Keith Mathers - Glow-worm's Service Director explains:

 

Glow-worm service has undergone a major transformation over the past two years, which has culminated in the complete restructure of its approach to installer support and customer service.  We have rethought most of our business processes; how we ensure our customers experience the best possible service at all stages of their contact with us; how we train our engineers and Call Centre staff to support our customers as effectively as possible. We’ve also enhanced the senior management team - all of this has helped us achieve a major improvement in the quality of Glow-worm's service delivery.

 

It's not about numbers - it’s about consistently delivering an excellent level of service.

 

The challenge for any manufacturer's service organisation is to provide its installer customers with a quick and effective solution to whatever boiler problem faces them.  The real challenge is to be able to do this just as effectively on a cold November Monday morning, as a sunny July Thursday afternoon (if we ever see one).

 

It goes without saying that a major influence for any business in being able to deliver consistently good service has to be inherently reliable products.  Fortunately, Glow-worm's range of third generation condensing boilers has proved to be both extremely reliable and straightforward to install, so at least from a service support point of view we start with a level playing field.

 

Our “installer” customers were unanimous in their feedback to us that we should "answer our phones more quickly" and "get to site quickly" - but not just occasionally "do it all the time". We have taken this feedback and developed a Service Operation dedicated to delivering what you have asked for. So what have we done?

 

1. Ensure telephone calls are answered quickly

Glow-worm service has split incoming trade lines and end user lines and they are now managed separately.  This means we can focus on our trade demand and achieve major improvements by providing the specific service the installers need.

2. Put in the people who can make it happen

The second challenge was to find a person to head up this area along with the administration functions who was both enthusiastic and driven by a desire to deliver exceptional customer service. In October 2004, Andy Hall joined the management team with the brief to accelerate the already improving Call Centre performance.

In the early part of 2004, Glow-worm service restructured its service areas and consolidated management into four divisions; this was done to better focus engineer and management resource in improving response times.

John Simpson joined the team at the beginning of 2005 to head up all field service operations; John has a narrow brief, which absolutely focus's on delivering a "quality" result for our installer and end user customers.  Other key areas for John's focus are first time fix and call out response times.

In keeping with our drive for consistency, both Andy Hall and John Simpson are challenged with ensuring customer service delivery levels are "best in class" - be it summer or winter.

3. Provide excellent service, consistently

The third challenge was improving our internal skill levels and attitude towards all customers.  Put simply, how can Glow-worm be sure that all its customers are dealt with quickly, effectively and in a consistent manner, which “delights” rather than offers varying degrees of mediocrity.  This is a challenge that all of the management team addressed primarily through management practice, technical and customer skills training.

 

For the remainder of 2005 and on into 2006 Glow-worm's customers can expect more of the same.  The management team is absolutely focused in delivering best in class service and will no doubt find new ways to delight customers to stay ahead of the game.

 

It is what installers think that is important and a sample of the comments received from installers over the last 12 months go some way to illustrating the improvements Glow-worm service made:

• "Service has improved 200% over the past few years".

• "I know if I speak to the Priority team they will take it on and see that it is done".

• "You have a great team of people who are always friendly and helpful".

As well as the installer feedback, we are constantly measuring our performance as part of our drive to deliver excellent service.

1. Telephone response times

The first statistic Glow-worm service is most proud of is the improvement in telephone answering. Between January and March 2005 Glow-worm Service answered 80% of calls within 20 seconds compared to 64% between October and December 2004.  But we will not stop here – work is on-going to improve this further.

2. Engineer call out response times

2005 engineer call-out response time is now at around the 89/90% mark. We actually believe this to be optimal in meeting our customer’s requirement as in fact not everyone wants same day next day call.

3. First Time Fix Percentage

Third key measure is how quickly we fix the boiler on the first visit.  In 2001 and 2002 although the average was around the 93% mark the worst quarter of both years fell to around to 91%. The four quarters of 2004 averaged an excellent 96.4%.

4. Customer Feedback

Glow-worm service now contacts around 125 customers each month and asks them to rate their experience of the quality of the Call Centre and engineer’s visit. We are encouraged then to see a 29% reduction in the number of written complaints experienced during the first 6 months of 2005.  Particularly gratifying as it follows on the back of a 25% reduction during 2004. A real sign that our service is continually improving!

The challenges we face today are really no different from those we all faced 5 even 10 years ago. What has changed is your expectation levels. We will always recognise and respond to the urgency in delivering service levels which not only meet but exceed installer’s – our customer’s - expectations.

Fuel prices in Britain and across the world continue to escalate – with no sign of a slow-down in price hikes. As beleaguered consumers face soaring fuel bills and British businesses and the public sector blanch at even bigger price rises of up to 40% in recent months – energy efficiency must be a top priority.

In this issue of PHPI, we investigate why fuel is costing us more, and – more importantly – what the UK heating industry is doing to help take the sting out of high fuel bills. Installers are also playing their part in the battle to survive the energy price explosion.

Back in August, millions of EDF Energy consumers learnt that they would – again – be paying more for their gas and electricity, with price increases of 15% and 10.7% respectively. The price rise affected customers of London Energy, Seeboard Energy and SWEB, with even those on prepayment meters facing the same percentage increases. Businesses were hit the hardest as gas went up by 15.5% and electricity, by 13.8%.

EDF is not unique. Energy suppliers across the UK have increased their prices with domestic gas prices rising by an average of 21% and electricity, over 17%.

In the wake of these soaring costs, consumer watchdog energywatch urged consumers to “be energy smart by saving energy to cut costs”. At the time energywatch Chief Executive Allan Asher blamed the rises on greedy gas producers: “They are raking in large amounts of money at an unacceptable cost to the consumer,” he said. “This is the result of wholesale gas prices which are not justified. There is no shortage of gas and no increase in demand. The market is not working.”

However, global events continue to impact upon how much we in Britain pay for our fuel. Areas of political instability across the world and increasing demand for oil from developing nations have all played their part in the fuel price escalation. Violent weather patterns such as Hurricane Katrina also have an impact. With 10% of its refining capacity wiped out along the Gulf Coast during a matter of days, the price of gasoline prices initially went up by 40% in the US. 

Richard Hackett, Specification Channel Manager of Glow-worm, has been closely following the impact of fuel price prices on the UK heating sector: “The fuel price rises in this country are a response to the increasing demand for oil. Gas and electricity prices move in line with oil,” he comments, “gas, because it is a fossil fuel and electricity because much of it is generated from gas in this country.

“Increasing demand for oil from China plus continuing uncertainty over countries like Iraq becoming significant suppliers again all push prices up. China has been driving up commodity prices because its manufacturing base is rapidly expanding. All these factors combine to create insecurity and panic in the world markets and prices go up, by as much as 13-19% in 2004 for domestic gas in the UK. There is no visible sign of a price reduction and we are experiencing similar increases in 2005.”

But according to Hackett it’s not all gloom and doom and the UK heating industry is fighting back. “We have in this country enjoyed relatively cheap fuel for some time … real prices are only just returning to what they were after the 1970s oil shock. During that time we have learnt to be far more energy efficient; we have improved our energy efficiency – and with Part L the government has pushed the heating industry in that direction - so that price hikes become less of a threat to the global economy. After all, no one is forecasting an imminent serious downturn yet. But at the same time, we should assume the real cost of energy will continue an upward trend. “These are all compelling arguments to support the swing towards high efficiency condensing boilers. There really has never been a better case for high efficiency boilers.”

Since April 1st 2005, over 80% of manufacturers’ deliveries to market are condensing boilers – compared with the 30% it was previously. Of course this massive shift has been driven by Government legislation in the form of the amended Part L of the Building Regulations. This means that from April 1st the majority of new and replacement gas central heating boilers fitted must be either SEDBUK ‘A’ or ‘B’ rated (90% and 86% efficient, respectively) From 2006, the new, complete, Part L will set a whole house carbon emissions target for new dwellings, making them around 20% less expensive to heat.

There is no doubt that Glow-worm as a company has been at the forefront of supporting the Government in the drive for energy efficiency. After all, 16% of carbon dioxide (CO2) emitted into the UK atmosphere comes from domestic heating – and CO2 itself (as one of the ‘greenhouse gases’) is a major cause of climate change currently being monitored by the world’s scientists.

 Improved energy efficiency therefore, benefits everyone, not just by lowering householders’ fuel bills – but by helping to provide a cleaner environment. With rocketing fuel prices, consumers are even more receptive to a high efficiency condensing boiler that will cost significantly less to run and will pay for itself within a couple of years.

The drive towards energy efficiency in the UK heating industry obviously did not happen overnight. In 2003, the UK Government launched the Energy White Paper at Glow-worm’s state of the art manufacturing facilities at Belper, Derbyshire.

The White Paper has four main objectives: to put ourselves on a path to cut the UK’s CO2 emissions by some 60% by 2050; to maintain the reliability of energy supplies; to promote competitive energy markets in the UK and beyond and to ensure that every home is adequately and affordably heated.

“UK boiler manufacturers are doing their best to assist the Government and the aspirations of the Energy White Paper,” adds Hackett. “We are doing this by making the shift to high efficiency condensing boilers actually happen.

“Manufacturers have also taken on the main weight of training installers on the City & Guilds 6084 Level 3 Certificate in Energy Efficiency for Domestic Heating, for example, and by assisting installers so that they know exactly what the new regulations require of them.

“Not only are manufacturers meeting training demands in the wake of the shift to high efficiency, but they are also developing new technologies and devices to make the installation of high efficiency condensing boilers even easier, for example, Glow-worm has introduced a Plume Management Kit to make siting these boilers as hassle-free as possible.

“The more we cut carbon emissions the more we will help to offset the rising price of energy. The heating industry is doing its part by fitting condensing boilers and by investing in third and fourth generation high efficiency boilers. Glow-worm’s xi range is a third generation product with the highest SEDBUK ‘A’ rating and the best possible NOx class 5 emissions rating. Investment by manufacturers means that installers have the largest possible choice of high efficiency technology.

“With so much investment by manufacturers, future developments in high efficiency continue to be exciting and fast-moving. Areas for future development include even more advanced control systems for even greater efficiencies, and remote communication to allow boilers to operate at peak efficiency with less time invested in service calls.”

“The case for high efficiency boilers has never been stronger,” he concludes.

The message from Britain’s boiler manufacturers therefore seems to be that in the face of escalating fuel prices there is plenty that the UK heating industry can do – and is doing – to take the sting out of paying more for our gas and electricity. The consensus is that being ‘energy smart’ is not as difficult as it first appears – thanks to a proactive and technologically advanced UK heating industry.