BiKBBI The Installer Magazine October 2017 by Publicity Engineers

installer

Issue 11 - Autumn 2017

the

magazine

SPOTLIGHT ON OZ!

ALL YOU NEED TO KNOW ABOUT THE KBB MARKET ‘DOWN UNDER’ ESCROW INITIATIVE FOR MEMBERS

IDEAL STANDARD BECOMES BiKBBI CORPORATE SPONSOR

THE HEATING SEASON STARTS HERE The official magazine of The British Institute of KBB Installation

Xxxxxxxx Contents

BREAKING NEWS Ideal Standard sponsor news

07 NEWS 08

BiKBBI NEWS

INDUSTRY NEWS supplied by kbbdaily

STEP BY STEP

HEALTH NEWS

COMPANY FEATURE • Franke

FINANCIAL ADVICE

BATHROOM DESIGN • BathCAD

PRODUCT LAUNCH • Aqualisa

PRODUCT LAUNCH • Abode

INSTALLATION FEATURE • Corefix

COMPANY FEATURE •FRANKE•

INSTALLATION ADVICE •COREFIX•

AUSTRALIA FEATURE

HEALTH NEWS

IDEAL STANDARD SPONSOR NEWS

OUR SPONSORS

Welcome

48 INSTALLATION FEATURE • Richard Renouf 50 BUSINESS OPPORTUNITY • Gira 58

PRODUCT LAUNCH • Croydex

AUSTRALIA FEATURE

HEATING INSIGHT • Vogue UK

PRODUCT FEATURE • Heating

TRENDS by Houzz

EVENTS NEWS

LEGISLATION NEWS

Q&A with Vince Linnane

And much more inside ..

Welcome ...

Welcome to the Autumn edition of The Installer Magazine. It’s been a busy few months for us at the institute, with some fab progress on the topic of education. The working group assembled at PROCAT last week, collaborating on a strategy for our Academy overall and the apprentices that will be starting their installation career this time next year. Several high-profile retailers also came together this month on the topic of recruitment. With the obvious skills-gap causing creaks and strains for those businesses looking to recruit quality installers, the industry has united once again to find common ground and pool resources to attract new installers into the sector. I’m also pleased to confirm that we re-launched our website (www.bikbbi.org.uk) with a number of new and exciting features, including a payment protection initiative to support both our members and their customers. The escrow, in partnership with Transpact.com will provide greater assurances for service provider and consumer. I was also privileged to be invited to Australia in September, specifically to take a look at how the Aussie’s do business down under. A fruitful visit and plenty of learnings, I do hope you enjoy the feature. Anyway, that’s enough from me… It’s another GREAT edition of the mag, so enjoy!

PRODUCT LAUNCH •AQUALISA•

Damian Walters, BiKBBI CEO

OUR SPONSORS

BiKBBI News

BREAKING NEWS … IDEAL STANDARD BECOMES A BiKBBI CORPORATE SPONSOR! The hugely exciting news that Ideal Standard has pledged its support to the BiKBBI by becoming a full corporate sponsor not only increases the organisation’s market influence but also adds to its overall kudos, further underlining the industry’s acceptance. 

“As a business, we consider professionals, particularly installers, as Katie Cope, Ideal Standard being at the Marketing Director, UK Cluster heart of the industry and are continually looking for ways in which we can work more closely with the people who use and fit our products, utilising their expertise to add to our own with the end goal of ensuring our latest solutions meet and exceed their needs.”

BiKBBI News

brand in the UK, most importantly, it is a serious market influencer and we are therefore delighted that it is standing shoulder-to-shoulder with us, developing installation standards and supporting those professionals who represent the industry from at the coal face.” said BiKBBI, CEO, Damian Walters.

Ideal Standards involvement adds to an ever-expanding group of high profile manufacturers who support positive change within the KBB installation sector. The sponsorship will see Ideal Standard connect with BiKBBI members, including offering access to installer training and development opportunities, products and services, technical support and networking.

Speaking on behalf of Ideal Standard, Katie Cope, Marketing Director, UK Cluster, said: “Ideal Standard has championed innovation and quality throughout its history and continues to look to the future, combining our vast experience and excellent reputation, to continue to develop industry-leading new products.” She continued “As a business, we consider professionals, particularly installers, as being at the heart of the industry and are continually looking for ways in which we can work more closely with the people who use and fit our products, utilising their expertise to add to our own with the end goal of ensuring our latest solutions meet and exceed their needs.” Katie added, “With this in mind, our partnership with a well-respected industry body like BiKBBI is a natural fit for us and we look forward to working alongside the organisation to make our sector the best it can be and continue to lead on innovation.”

Ideal Standard is the leading manufacturer of residential, commercial and healthcare bathroom solutions and the premier brands within its group also includes Sottini and Armitage Shanks, (which celebrates its 200th anniversary this year.) “It has unarguably been a great year for us and this latest news has made it even greater. Ideal Standard is a very much a deep entrenched and highly respected

www.ideal-standard.co.uk 5

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News

WREN KITCHENS BECOMES THE LATEST BiKBBI INSTALLATION STANDARDS PARTNER

The BiKBBI has announced that Wren Kitchens has become its latest big name Installation Standards Partner, adding to a fast growing network of high profile retailers and manufacturers. The partnership will see the

Humberside manufacturer’s national network of installers become accredited by the BiKBBI over the coming weeks. Wren Kitchens remains a privately owned family business and has been involved in kitchen

manufacture for over 35 years. Its latest initiative of becoming a BiKBBI Installations Standards Partner will add to the credibility of its teams of installers whilst adding to its overall market kudos. BiKBBI Chief Executive Officer, Damian Walters commented, “We’ve been speaking with Wren for quite sometime now and I think that perhaps the time is now right for us to partner and support their operation. They are one of the major players in the UK and I’m confident that we will all benefit greatly from our partnership.”

UNIQUE INTEGRATED TANDOOR-I OVEN FOR KITCHENS NOW AVAILABLE IN ARTICAD-PRO ArtiCAD, has announced that it has created a detailed graphic of the world’s first indoor tandoor oven, designed to be integrated into a kitchen. According to founder of tandoor-i, Nick Jones, it has long been possible to buy tandoor ovens for use in the garden, but this is the first one that has been designed to meet all the requisite standards for integration into a domestic kitchen. “There is growing interest in being able to cook authentic Indian food at home, fuelled amongst other things by the winner of 2016’s Great British Bake Off and 2017’s Master Chef winner.” Nick doesn’t come from a KBB background and in addition to investing in market research on the viability and potential demand for such an oven, he also explored

any barriers to it being accepted. “It became clear that unless the oven was included in a CAD package as an easily accessible graphic image, kitchen designers would be reluctant to incorporate it into their design. He also identified that as ArtiCAD is an industry leader it was vitally important to be included in their software.” 7

BiKBBI News

SUPER NEW INITIATIVE CREATES FINANCIAL PROTECTION FOR BiKBBI MEMBERS AND THEIR CUSTOMERS Yet another high value member benefit has been announced by the British Institute of Kitchen, Bedroom & Bathroom Installation (BiKBBI) for its members. The Institute, in partnership with Transpact.com, Europe’s leading escrow provider, has launched a new financial protection product to its members and their customers.

specification, the consumer transfers the contract fee for installation services into a secure escrow account managed by Transpact. com. Transpact.com is authorised and regulated by The Financial Services Authority. Both the consumer and member have full visibility of funds and work commences. Monies are instantly protected by the escrow.

For those who don’t know, an escrow is a financial arrangement, where a third party holds and regulates payment of the funds required for two parties involved in a given transaction. The new service, will allow members to provide, optional, added peace of mind to their customers whilst protecting and increasing their own income and commercial interests.

How does it help the customer? For the consumer, the escrow guarantees that they receive everything preagreed in the contract, or they get their money back.

So how does it work? Following contractual agreement to commence work to a written 8

How does it help BiKBBI members? For members, it guarantees 100% payment for a completed job. Escrow combats the frustratingly constant problem of tradespeople being unfairly ‘out of pocket’ on completion of jobs, by securing the funds at the beginning of the

Lynsey Easom, BiKBBI Membership Manager

project in a separate account, releasing full funds when the works have been completed to the standards outlined in the original contract. BiKBBI Membership Manager Lynsey Easom said: “This is such an exciting benefit as whilst an escrow service may not be necessary for all situations, it gives 

BiKBBI News

members another great tool to use with prospective customers and help secure a project. It’s also just the first of three financial services products that we’ll be launching to members over the next few weeks.” Lynsey added, “Our members are operating in a fast-moving climate. Consumers are being advised to look for payment protection schemes when appointing tradespeople, so this product will certainly help our members meet that demand, whilst helping them to commercially stand out, win more business and protect their own income.” Andrew Kaye, CEO of Transpact.com, said: “We already have tradespeople who use escrow for every job they conduct, to secure the 100% payment due to them effectively eliminating a shortfall in payment at the end of the job as so often happens where there might be a dispute. Regular use of an escrow should mean that BiKBBI members will significantly increase their turnover each year.”

GROHE COMPETITION WINNER ANNOUNCED The lucky winner of the Grohe Sense and Sense Guard worth £500 that we ran in the summer issue of The Installer was BiKBBI member Kevin Wadley of Burghill, Hereford.

Full details of the scheme can be found on the new BiKBBI website.

The Grohe Sense and Sense Guard is an innovative water security system that is designed to help reduce the costs and risks common to damage by water.

www.bikbbi.org.uk

The Grohe Sense Smart Water Sensor

monitors water humidity, detects leaks and alerts homeowners instantly if there is a problem. While Grohe Sense Guard is installed in the main water pipe and can switch off the supply should there be a burst pipe. Both products use ground-breaking smart technology allowing them to be monitored and controlled remotely using the new GROHE ONDUS app, ensuring peace of mind wherever you are in the world. 9

YEARS AND COUNTING COUNTING

SINCE 1817

CELEBRATING OUR FIRST TWO CENTURIES IN BRITAINâ&#x20AC;&#x2122;S BATHROOMS AND WASHROOMS. JOIN THE CELEBRATION: www.celebrate200.co.uk

Exhibition

BiKBBI CONFIRMS SUPPORT FOR THE IDEAL HOME SHOW

The British Institute of Kitchen, Bedroom & Bathroom Installation (BiKBBI) has announced that it will be supporting The Ideal Home Show in 2018, the UK’s longest running (110 years) and highest profile consumer exhibition. The events take place from 17th March 2nd April at Olympia, London, and then 31st May - 3rd June at SECC Glasgow, and 14th - 17th June at Eventcity, Manchester. 42% of visitors are currently undergoing a renovation project and the shows will see over half a million consumers seeking new products and inspiration for their home improvement projects. As well as a dedicated kitchen and bathroom zone, the Ideal Home Show will also host the Renovation Advice Hub – free face-to-face sessions with experts lending their advice on visitors’ renovation projects. 

Exhibition

â&#x20AC;&#x153;We are thrilled to have the backing of the BiKBBI for our events in 2018. We have tremendous support for our shows from the industry with many manufacturers and retailers already committed to exhibiting in 2018. These are undoubtedly driven by the fact that we attract almost a quarter of a million visitors across our two shows, all looking to improve or renovate their homes.â&#x20AC;? Jamie Lewis, Ideal Home Show

Exhibition

The BiKBBI will be engaging consumers at the shows by promoting its installer members and retail partners and the wider values of the institute. There has also been an agreement between the show organisers and the BiKBBI to offer an exclusive range of benefits and offers to its members and associates as follows:

BiKBBI Members will receive: • Exclusive membership discount on stands • •

Speaking on behalf of the Ideal Home Show, Jamie Lewis says, “We are thrilled to have the backing of the BiKBBI for our events in 2018. We have tremendous support for our shows from the industry with many manufacturers and retailers already committed to exhibiting in 2018. These are undoubtedly driven by the fact that we attract almost a quarter of a million visitors across our two shows, all looking to improve or renovate their homes. This commitment of exhibitors guarantees a very rewarding day out for visitors.”

Celebrating its 110 year anniversary, A BiKBBI ‘Premium Marketing the Ideal Home Show (formerly named Package’ which gives members the Ideal Home Exhibition) is an annual marketing support to promote their event in London held at Olympia, London. business to the home interest The show was devised by the Daily Mail consumer market. newspaper in 1908 and the organisation ran it up until 2009 when it was sold to Direct account management dynamic events and publishing company support to ensure that a bespoke Media 10 who rebranded the show to its service is included to ensure current name. Media 10 also hosts the all objectives for the company extremely successful and established are met. Grand Designs Live Shows amongst other market leading magazines and events.

Speaking on behalf of the BiKBBI, Chief Executive Officer, Damian Walters says, “Until recently, we have undertaken an enormous amount of branding at various trade exhibitions to communicate our ethos and to recruit installer members; now, with close to 5,000 members nationwide, we are in a position to communicate our values to consumers and to help marry up those planning to improve their homes with reliable and qualified tradespeople.” Damian added, “Where better to do this than at the UK’s most established and high-profile consumer home-interest show where The Ideal Home Show team has tailored some real incentives for our members to attend.”

Click on the link below for further information on the Ideal Home Show.

BiKBBI News

UPCOMING HOWARTH TIMBER TRADE DAY BONANZA IS AN ABSOLUTE MUST-ATTEND EVENT Howarth Timber & Building Supplies’ award-winning Trade Day Bonanza is back for its third year, complete with a trademark host of deals, competitions and, brand new for 2017, a ‘golden ticket’ giveaway worth £15,000! Bringing together top suppliers and exclusive offers to both trade and retail, the trade day takes place on Friday 10th November at the Leeds United Conference Centre at Elland Road. For the first time there is an exclusive ‘golden ticket’ draw, where attendees have the chance to win a Nissan van or car at the event thus making this a must-visit for all. The Trade Day welcomes the biggest and best brands in the kitchen and building industry and showcases the latest products while offering never-to-berepeated deals to visitors, who can use the opportunity to get helpful advice from some of the UK’s foremost building specialists. Nicholas Howarth, Managing Director of Howarth Timber, said, “This 14

is the third year we have hosted the Howarth Timber Trade Day Bonanza, and I’m confident that this could be our most successful event to date.” He continued, “Everyone at Howarth Timber is excited to see what this year’s event has in store, and I’m sure that the ‘golden ticket’ giveaway will create plenty of buzz on the day.” Howarth Trade Day Bonanza, Friday 10th November 2017, Elland Road Conference Centre, Leeds.

For more information and to register for free, visit the website. www.howarth-events.co.uk

OLYMPIA LONDON

INTRODUCING THE NEW HOME RENOVATION SECTION With every visitor a potential customer, this show provides the perfect opportunity to establish sales and generate leads from a wider audience than normally possible.

BOOK YOUR STAND NOW FOR 2018 BOOK NOW

jamie.lewis@media-ten.com

0203 225 5205

www.idealhomeshow.co.uk Headline sponsor

Sponsors

BiKBBI News

WELCOME TO NEW BiKBBI BRAND AMBASSADOR ANGELA SMITH Within the summer issue of The Installer magazine we announced exciting expansion plans for the institute which included the appointment of Brand Ambassadors who will be responsible for promoting the organisation to communities across the UK. The first has now been appointed and we welcome Angela Smith to the role. Until now, Angela has operated as one of the institute’s Inspectors so she has a good background of what is required. We thought it would be interesting for our readers to know a little more about Angela, so we asked! Tell us a little more about yourself Angela? I am married to Jason, whom I have supported in his successful plumbing, heating and renewables business over the past 10 years, and we have a son Stanley who is 8. We love spending time together as a family. Stanley is a natural speed freak and has competed in national go-karting championships, he’s now graduated to wheels and so most of my spare time is spent standing at the side of freezing cold race tracks cheering him on! In contrast we love holidaying in far- flung places, have recently visited Thailand and Australia where I can indulge in a favourite past-time of mine, scubadiving! 16

So how has your career evolved to the point of becoming a BiKBBI brand ambassador? I studied Interior Architecture at university where I discovered a passion for retail interiors and store planning. This evolved and I realised that I enjoyed the challenges and opportunities of working directly with consumers and settled into the kitchen and bathroom design sector. I also have the unique benefit of supporting my husband with his plumbing, heating and renewables business so this helped give me a fundamental background to the challenges that lay ahead. And you’re happy with your appointment? Yes of course! I was excited to be offered the role of BiKBBI Ambassador. I view it as an opportunity to be part of the exciting initiative to help implement change for the better within the industry. This has its challenges, but growing awareness of the BiKBBI and its objectives can only build a better future for all involved. As an existing BiKBBI Inspector I had witnessed the developments that have



BiKBBI News

been made by the team at BiKBBI over the past 2 years and Iâ&#x20AC;&#x2122;m astounded at the positive growth the Institute has enjoyed. This suggests to me that we all have the dedication to see a rise in the standard of installations, not only for the installers, but for retailers, manufacturers, suppliers and importantly the end-user of these services, the consumer. Have you had any industry frustrations? I guess that over the years of working within the industry I have been frustrated by the lack of cohesion within the sector. The sector is fragmented. Support, advice and setting standards for all within the installation sector has been a huge grey area for many years and it is refreshing to be part of an organisation with a commitment to promoting education to help develop these standards so evidently needed within an ever-changing industry.

How can you effect change? Together working with industry partners, engaging our current and future stakeholders and industry professionals I hope to push with the team to ensure future successes within the organisation and continue to set standards within the sector. Promoting existing schemes and offering new learning opportunities for both time served professionals and industry newcomers is an important goal for me. Causes for optimism? The remarkable growth that I have witnessed within the organisation is in part, I believe, due to Damianâ&#x20AC;&#x2122;s passion and drive to raise awareness and standards within the industry. I share his passion and look forward to working alongside him and all the team at the BiKBBI.

DOT & DAB WALL FIXING SOLUTION

Industry News

supplied by

PASSMORE GROUP BUYS CHARMS BATHROOMS OF HARROGATE

Passmore Group – the owner of More Bathrooms and More Ability – has acquired Charms Bathrooms of Harrogate, the existing owners of which are approaching retirement. According to Passmore, the acquisition will “save jobs and preserve the 100-year-old legacy

of the bathroom retail company”, which exclusively supplies Laufen Kartell and Roca Inspira products in the Harrogate area. Passmore reopened Charms’ 3,000sq ft showroom at the end of September with an expanded range of products on display. The group also plans

on adding more products over the coming months, including “stylish and easy-access shower and bathing solutions”. “Charms is similarly a family-run brand synonymous with trust, quality and integrity, so the fit into our stable of companies was perfect,” said Passmore Managing Director Tony Passmore. “We look forward to bringing 50 years of installation expertise to the table – especially for some of Charms’ clientele who may have previously used the

company for ‘supplyonly’ bathroom purchases.” He added: “We have grown to become the leading bathroom designer and installer in Leeds and the surrounding area, so the acquisition of this well-known and respected Harrogate business is a logical step in our ongoing expansion. “It signifies our desire to provide a fantastic bathroom experience to as many Yorkshire customers as possible. We can’t wait to see what the next few years bring.”

GROHE LAUNCHES ONLINE TRAINING PROGRAMME FOR SENSE Grohe has launched an online training programme for installers to undertake training on water security and the company’s new Sense and Sense Guard. The new online programme offers more information on Grohe’s new water security system and how to install and integrate them into smart homes, as well as a sales manual that “enables installers to initiate discussions with their customers on preventing water damage in their home”. 18

“With our water security system, we are opening a whole new chapter – for Grohe, for the industry and, in particular, for our partners,” said Grohe AG CEO Michael Rauterkus. “Installers now have the opportunity to enhance existing customer relationships and develop new ones by offering targeted advice to customers on the topic of smart home solutions.”

Industry News

supplied by

IMPEY CELEBRATES EASYFIT FIFTH ANNIVERSARY WITH NEW VIDEO ROTPUNKT UK SPONSORS BIGGLESWADE TOWN FC

Impey has marked the fifth anniversary of its EasyFit floor former – which the company launched in September 2012 – by releasing a new installation video for the product. According to Impey, the video demonstrates why the product “provides installers with a floor former of unsurpassed strength, a 100% consistent gradient for drainage, the ability to trim for bespoke situations and a lifetime guarantee”. “Our EasyFit dec is an advanced and re-engineered evolution of the

original handmade Impey dec,” said Impey Managing Director John Blackburn. “As the product has evolved over the years, so has the manufacturing process. “Today our SMC compression moulded EasyFit dec is not only renowned for its simple installation benefits but also for its structural integrity, strength and performance. The feedback from our customers confirms that EasyFit continues to be the favoured choice when it comes to wetroom solutions.”

Premium kitchen brand Rotpunkt UK has agreed to sponsor the home and away strips for Biggleswade Town Football Club for the 2017/2018 season. Rotpunkt UK has undertaken the sponsorship to increase awareness of its products and services, but also to find a positive and engaging way to market the brand, whilst supporting its local retail network and evolution in sports. Matt Phillips, Head of UK Operations of Rotpunkt UK says “We were presented with an opportunity to sponsor this progressive club team having played football at a semi professional level myself, I thought it was a great way to help a non-league club whilst simultaneously raising our brand and profile.” Making a positive contribution to the community on and off the field, Biggleswade Town FC has seen crowds increase, with more supporters and sponsors coming on board to cultivate links between the club and its local community. Matt continues “By sponsoring this strip, Rotpunkt UK is now able to provide Biggleswade Town FC with additional resources, helping to develop goodwill on a local scale and shine a light on our retail network as the Evo-Stik Premier Southern League fixtures tie-up with their locations!” A spokesman for Biggleswade Town FC says “With the support of leading furniture brand, Rotpunkt UK, we are now in a position to make an even bigger impression this season both on and off the pitch!” 19

Industry News

supplied by

EK&BBUSINESS REVEALS SHORTLIST FOR 2017 AWARDS The shortlist for the 2017 ek&bbusiness Awards has been revealed, with the winners set to be announced at a glittering festive extravaganza on the 30th November at The Brewery in London. “We’re delighted to unveil the shortlist for this year’s ek&bbusiness Awards – as with last year’s nominations, the standard across all the categories is extremely high,” said ek&bbusiness Editor and KBBDaily.com Managing Editor Emma Hedges. “We would like to thank everyone who has taken the time and trouble to enter, and wish all those who have been shortlisted good luck on the day.” The shortlist is as follows: Appliance Innovation Whirlpool – Condenser Hood (AKR 809) Grohe – Sense & Sense Guard Hoover – Hoover Vision Oven Falmec – CircleTech Extraction System Caple – Plasma Induction Hob and Extractor (DD940BK) Sub-Zero & Wolf – Wolf M Series Collection Star Product - Kitchens Franke UK – Pescara Tap Range Smeg – Dolce Stil Novo Collection KitchenAid – Black Stainless Steel Range Salice – Wind Lift System Blum – Space Tower with Legrabox Free Perrin & Rowe – Aquitaine Sink Mixer with Pull-Down Rinse EKBB Editor’s Choice – Kitchen Furniture Masterclass Kitchens Sola Kitchens Alchemy Kitchens Tom Howley Martin Moore Davonport

Best Online/Social Media Campaign BA Components – Mrs Jones Digital Campaign Roman – Roman Reveal Campaign MaxTop – Tea-Break Tosser Campaign Miele – Der Kern Blog Egger UK – Online Visualiser Competition InSinkErator – Facebook Live Competition Reveal Best PR Campaign The Lenny Agency for British Ceramic Tile jmm PR for Whirlpool DMC PR for Caesarstone Spread the Word for Impey The Right Agency for Belling Bright Consultancy for Virtual Worlds Best Surface Neolith by TheSize – Nero Marquina Caesarstone UK – Rugged Concrete CRL Stone – Ceralsio Silestone by Cosentino – Silestone Eternal International Decorative Surfaces – Fenix NTM British Ceramic Tile – HD Distinction Tiles Master Retailer – Kitchens Diane Berry Kitchens Roundhouse Kitchens Arthouse Creative Interiors Kitchens International Master Retailer – Bathrooms Ocean Bathrooms Ripples West One Bathrooms C.P. Hart

Star Product – Bathrooms Thomas Crapper – Cast 814 Cistern Laufen – Cleanet Riva Shower Toilet Axor – ShowerHeaven 1200/300 4jet Bette – BetteLoft Ornament Bath Kaldewei – Meisterstück Classic Duo Oval bath Duravit – DuraSquare Collection

Best Distributor Faucets PJH Group Frontline Bathrooms PWS Ideal Bathrooms International Decorative Surfaces

Best Ad Campaign Silestone by Cosentino – Cindy Crawford Frontline Bathrooms – Escape to St Lucia Masterclass Kitchens – Legrabox Hero Beko – Official Partner of the Everyday Grohe – Trucker Tracker Franke UK – My Wonderful Kitchen

Installer of the Year Nigel Leak Michael Moran LSI Interiors DeVal Bathrooms Dariusz Rogowski Lee Powell

Everyone of your customers welcomes one of our brands Business success today depends on appealing to a wider, more varied mix of people than ever before. Will your next customers be a young couple moving into their first home, a busy growing family or an urban professional? The good news is that a single supplier can now meet all your appliance requirements.

Call 01189 311 110 to talk to us about our Hoover, Candy and Baumatic ranges or email built-in-sales@hoovercandy.com

For VitrA’s full range of wall-hung WC frames please visit www.vitra.co.uk/frames

9 INTERMEDIARY HOSE The intermediary hose that connects to the water piping inside the cistern can isolate the water flow during serviceoriented interventions, which enables easy replacement of parts.

1 FLUSH PLATE The flush plate operates the cistern. It enables easy operation of the wallhung frame and covers internal parts that remain in the wall.

8 8 PANEL GAP 2

The panel gap on the body is designed to provide maximum opening space for maintenance of filling or flushing units, enabling easy access to the cistern.

3 4

2 BODY The filling and flushing valves are located in this part of the cistern. Produced from polyethylene (HDPE) raw materials, it offers more safety with its flexibility and resilience.

6 7 BODY STYROFOAM The styrofoam that coats the entire lower body prevents condensation in the cistern and ensures sound insulation.

3 FILLING VALVE The filling valve is the system that fills the cistern with water. The filling valve is checked in VitrA labs for ‘water-tightness’ via accelerated life testing 200,000 times. The filter above the filling valve eliminates the risk of clogging, ensuring durability and a long lifetime. New VitrA filling systems ensure fast and silent filling.

6 FLUSHING VALVE The flushing valve transfers the water in the cistern to the WC pan for flushing. For correct and reliable functioning, flushing units are subjected to 200,000 water tightness and accelerated life tests at the factory.

5 METAL STAND Metal stands enable easy adjustment of height from the floor and secure fixing.

Image for illustation purposes only

4 OVERFLOW PIPE The overflow pipe in the flushing mechanism takes the safety duty in wall-hung frames. When too much water enters the cistern, the overflow pipe channels the excess water into the WC pan, preventing the risk of flooding.

Advertorial

‘FIT AND FORGET’ WITH SURESEAL, THE ONLY MAINTENANCE FREE SHOWER PANEL SEAL ON THE MARKET Showerwall bathroom wall panels are an ideal alternative to tiles because they are quick and easy to fit, as well as offering a huge design choice. Their ‘fit and forget’ installation is guaranteed with Sureseal, the only maintenance-free shower panel seal on the market. Comprising a base trim and a cover trim, both in white, Sureseal works by enveloping the base of the panel to give a four-point seal. With no visible sealant at the join with the shower tray, Sureseal offers exceptional looks, avoids inconsistent sealant lines and reduces the risk of damage and discolouration from products such as bleach or hair dye. The neat cover trim at the base of the panel not only looks aesthetically pleasing, but also adds two points of further sealing to the wall panelling system for a watertight finish. End caps protect the outer edge of the panel and provide a professional finish.

be quickly and easily installed, without the need for ongoing maintenance. Thanks to the four-points of seal it provides, they can quickly and confidently complete the job and move on to their next project.” Showerwall and Sureseal are available on 48-hour lead time nationwide from an extensive choice of distributors including IDS, Ideal Bathrooms and Formula 1. For more information on Showerwall, please visit the website.

Compatible with all 54 Showerwall décors, Sureseal is available in a 2400mm length, ideal for two 1200mm Showerwall panels. The 100% waterproof Showerwall system comes with the assurance of a 15-year guarantee when installed as per the manufacturer’s installation instructions. Says Andy Sutton, Commercial Director for Showerwall: “Timescales are a hugely important factor for installers working on any bathroom project, whether a new build or a refurbishment. Sureseal is their dream product because it gives them the reassurance that Showerwall panels can

www.showerwall.co.uk 23

Step by Step

SURESEAL: A STEP BY STEP GUIDE 1

Step 1: Fix the Showerwall internal corner trim into position ensuring that it is plumb and place a generous bead of Showerwall sealant into the recesses. Apply a thick line of sealant to the underside of the base trim (pictured), spreading it with the sealant profiler supplied to ensure the sealant is butted flush with the ends of the strip. Lay a straight continuous and generous bead of sealant on the shower tray or bath ledge and fit the Sureseal base trim on to it.

2 Step 2: Fix to the wall. Check the strip is level and apply Sureseal sealant along the top of the base trim. Repeat this process for the other Sureseal strip for the second panel and seal the mitre joints with sealant to ensure full fusion of sealant at the joint.

3 Step 3: After applying Showerwall panel adhesive to the wall, the panel is slid into place. Excessive sealant should ooze between the nib of the Sureseal base trim and the front face of the Showerwall panel, fully enveloping the bottom edge of the panel.

Step by Step

THIS SIMPLE STEP BY STEP GUIDE SHOWS HOW EASY IT IS TO INSTALL A TWO-PANEL CORNER SHOWER.

4 Step 4: Using the Showerwall Profiler tool, run the profiler across the unbroken sealant line ensuring the excess sealant is left flush and consistent. Reapply and reprofile where necessary.

5 Step 5: The cover trim is then clipped over the base trim. This provides a smooth, neat finish, while further enhancing the waterproof protection at the base of the panel due to its top and bottom edge flexy seal.

Step 6: End caps are then pushed into place to protect the outer edge of the panel.

www.showerwall.co.uk 25

Health

BiKBBI MEMBERS URGED TO TAKE A LUNG HEALTH CHECK WITH FESTOOL AND THE BLF Leading power tool company Festool is encouraging BiKBBI members to take a few minutes to check their lung health this month. Festool is highlighting the health effects that can come from not using adequate dust extraction as part of its Breathe Easy campaign. Wood dust can cause asthma, which carpenters and joiners are four times more likely to get compared with other UK workers. Hardwood dust can cause cancer, particularly of the nose. Dust from bricks, tiles and concrete contains very fine RCS particles and serious health effects, such as lung cancer or silicosis, can result from exposure to RCS. This is because fine RCS particles can penetrate deep into the lungs. The company has teamed up with the British Lung Foundation (BLF), which has devised a simple online test for installers who are struggling to catch their breath. Dr Penny Woods, Chief Executive of the BLF, said: “Feeling short of breath from time to time is healthy and normal – but sometimes it can be a sign of something more serious. Installers can complete our online breath test by answering a few simple questions. It will advise if they should make an appointment with their GP. It only takes about five minutes; it’s free and completely confidential.” The breath test can be found here: https://breathtest.blf.org.uk 26



Health

Jon Burcham, Marketing Manager at Festool, said: “Very little research has been conducted recently in the UK about links with dust and diseases such as chronic obstructive pulmonary disease (COPD) and asthma. “If you’re an installer who doesn’t use adequate dust extraction, it’s time to think about how your lung health could be suffering as a result.” COPD affects an estimated 1.2 million people in the UK, and nearly 25,000 people per year die from the disease in England, which is the third highest death rate in Europe1. The latest Breathe Easy campaign from Festool has also seen a fundraising initiative. The company is proudly supporting the British Lung Foundation with the sale of limited edition CoolPass Breathable cycle tops. Find out more here: http://bit.ly/Festooltop

With the words “Breathe Easy with Festool Dust Extraction” and the British Lung Foundation (BLF) logo on the back, all profits raised for the sale of these tops go towards the BLF and the amazing work it does to provide help for those with lung conditions. It will also raise awareness of lung health amongst tradesmen who are often at high risk of lung problems. Festool’s dust extractors are suitable for any job from low to high class dust, including general work to anything that is a known carcinogen including lead, cadmium and asbestos. Perfect for mobile use and assembly, the Festool range of safe and robust dust extractors are lightweight and compact, ideal to transport from job to job, saving time for installers. To find the right dust extractor for you, visit www.festool.co.uk for more information

Company Feature

FRANKE’S EXPANDED BOILING WATER TAP RANGE OFFERS INSTALLERS MORE CHOICE THAN EVER BEFORE Opening up more scope for installers, Franke has significantly extended its boiling water tap range with the introduction of three new models and four fashionable new coloured finishes. Push-button tap innovation Franke has upped the design ante of its Minerva boiling water tap range with the introduction of the innovative Minerva Electronic 4-in-1, which uses a new MBox for fast and easy installation and features an easy-to-operate electronic user interface.

Franke’s new Minerva Electronic 4-in-1 tap dispenses instant filtered boiling water at a full 100°C, and instant filtered cold water, both with the simple turn and push of a dial.

Changing from neutral white, the dial on Franke’s Minerva Electronic 4-in-1 tap lights up in red or blue to indicate which mode the tap is in.

The Minerva Electronic, which is available now, dispenses instant filtered boiling water at a full 100°C, and instant filtered cold water, both with the simple turn and push of a dial. Changing from neutral white, the dial lights up in red or blue to indicate which mode the tap is in. Users have the choice of pressing and holding the dial for a continuous flow, or can opt for the useful ‘jug filling’ or ‘pan’ modes for a 30 or 60 second, handsfree flow of filtered cold water or filtered boiling water. Standard mains hot and cold are also provided via a side lever. The tap is suitable for low pressure systems and is quick and easy to install. It can be fitted in as little as 20 minutes with the MBox, which integrates five single parts into one compact box for a foolproof installation. 

Company Feature

A warning light indicates when the easily accessible filter needs to be changed and replacement cartridges can be fitted without the need for specialist tools. As with all Franke Minerva taps, the water tank fits behind the plinth to save valuable cupboard space. Design-wise, the Minerva Electronic is available in a Chrome finish and features a classic swan-neck, to offer customers a high-performance tap in an elegant and timeless style that will suit any kitchen.

Franke’s new Omni Contemporary 4-in-1 tap offers modern, angular styling with a U-shaped spout and dispenses filtered cold water, 100°C filtered boiling water and standard mains hot and cold, all from a single lever-operated tap.

Omni tap range extension includes new models and four new colour finishes. Offering a wider design choice to suit any kitchen style, Franke has added two new models and four new colour finishes to its Omni range. The new Omni Contemporary joins the original Omni and the Omni Classic to offer the benefits of 4-in-1 tap technology. The Omni Contemporary offers modern,

“This is a significant expansion of Franke’s boiling water tap portfolio. With 4-in-1, 3-in-1 and 2-in1 taps that can provide pure filtered, 100°C boiling and standard hot and cold water, plus the new colour finishes, we have solutions to match any of your customer’s requirements.”

angular styling with a U-shaped spout and dispenses filtered cold water, 100°C filtered boiling water and standard mains hot and cold, all from a single, leveroperated tap. Offering the ideal prep sink solution, Franke has also launched the new Omni Duo 2-in-1 tap, which dispenses 100°C filtered boiling and cold filtered water from one compact, single-lever tap. The new Nerio mixer tap perfectly complements the Omni Duo, providing hot and cold water from twin levers. Both taps come in solid stainless steel and feature an elegant swan-neck design, allowing the customer to keep a consistent look across their sink spaces. Reflecting the growing trend for coloured metals in modern kitchens, Franke has introduced four coloured finishes to its Omni range in addition to solid stainless steel. Using the latest PVD technology four new finishes of Copper, Gunmetal,  29

Company Feature

Gold and Black are available for the Omni Original and the new Omni Contemporary, with the Omni Classic available in a Gold option for a more traditional look.

“Our boiling water taps benefit from ‘plug and play’ installation thanks to developments like ‘no tool’ Nutrunna® technology and the new MBox, which means you can confidently and quickly move on to your next job.” The new Franke Omni Duo 2-in-1 tap dispenses 100°C filtered boiling and cold filtered water from one compact, single-lever tap, making it ideal for a prep sink

The new Nerio mixer tap perfectly complements the Omni Duo and provides hot and cold water from twin levers. Both taps come in solid stainless steel and feature the same elegant swan-neck design.

Says Fiona Bowyer, Marketing Director (pictured right) at Franke: “This is a significant expansion of Franke’s boiling water tap portfolio. With 4-in-1, 3-in1 and 2-in-1 taps that can provide pure filtered, 100°C boiling and standard hot and cold water, plus the new colour finishes, we have solutions to match any of your customer’s requirements. Our boiling water taps benefit from ‘plug and play’ installation thanks to developments like ‘no tool’ Nutrunna® technology and the new MBox, which means you can confidently and quickly move on to your next job.”

www.franke.co.uk

Keep a clean sheet.

Festool dust extractors. For healthier work. For better results.

YouÂ´ll never work alone. A clean job is more than a perfect result. The Festool mobile dust extractors work discreetly in the background, but are immediately

Tools for the toughest demands

on site when they are needed. Sawing, sanding, routing. Perfectly matched to the tools, they extract the dust where it is generated. They thus guarantee not only health-friendly work, but also save you time and effort on time-consuming cleaning. For more information please visit www.festool.co.uk/dustfree or your retailer. www.festool.co.uk

THE NEW

Minerva

4 1 in

ELECTRONIC

p a T a e ak

t i e k a m

v e i t a v nn o

t e i k a M

NEW

m he Ta

Make it provide boiling, warm or cold water, filtered or unfiltered, delivered in an instant. Make it electronic, make it simple and safe to use. Make it convenient, energy efficient and make it easy to install. Make it wonderful at Franke.co.uk

a v r e in

4 1 in

Financial Advice

TAX & ACCOUNTANCY TIPS The Autumn budget statement on the 22nd November will no doubt dominate the next quarter’s newsletter. In the meantime there are a few observations below in areas that you mind find of interest. State Pension When the state pension was introduced in 1948, a person that reached the age of 65 could expect to live for a further 13 and a half years. In 2017, that life expectancy at 65 has increased to just under 23 years. Projections by the Office of National Statistics estimate that in the next 25 years the number of people over state retirement age will increase by one third. It is these statistics plus other factors that seem to be driving the government policy of deferring the state pension age. Under current law, the retirement age is due to increase to 68 between 2044 and 2046. The government is considering advancing those dates to 2037 / 2039. If you were therefore born after 5th April 1970, you may find yourself having to work that extra year before claiming your entitlement. The state pension still forms part of many people’s retirement strategies so you need to be minded of these changes and discuss them with your pension’s advisor or IFA when the opportunity arises. Downsizing in Retirement Loitering in the sphere of retirement, it is worth reminding readers that the estate value at which Inheritance Tax starts to be charged is subject to increases if the estate has a principal private residence of a value that exceeds the NIL rate band (£325,000). The purpose of this legislation was to recognise the surge in property values over recent years and provide some protection against IHT charges which may force the disposal of the family home.

Dean Flood, Chartered Certified Accountant and Partner at Rowland Hall www.rowlandhall.co.uk Tel: 01375 373 828 / 01268 696 878

It has also been recognised that many people consider downsizing in retirement due to financial constraints or indeed for practical purposes. This could potentially remove the availability of the additional relief as the property value may have been partly converted to cash. The government have therefore legislated for this so that when a downsizing exercise takes place, the original property value can still be used to determine the size of the NIL rate band for IHT. The rules on this relief are extremely complex and should you have any concerns as to its application to your affairs, it is strongly recommended that you speak to your tax advisor. In the meantime, if you feel that this scenario may affect you or maybe a family member, ensure that documentation is retained where significant transactions arise. Making Tax Digital for Businesses (MTDfB) Shortly after my previous quarter’s observations concerning the Making Tax Digital programme, the government announced it was deferring the implementation dates by at least a further year. This means that for larger businesses the process is deferred until April 2019 with a further year (or more) before smaller businesses are included. Given the series of delays to date, it could well be that further delays are announced. Perhaps some good news for many?

Bathroom Design

PRESENTING AND SELLING YOUR BATHROOM DESIGNS An increasing number of installation professionals are now adding room design to their list of services. In some cases this will have been a conscious move with a view to expanding the business and its potential, whilst others may have just ‘drifted’ into it, encouraged by requests from customers preferring to deal with a single supplier. Designing a bathroom comes with some well-known challenges. The space is typically small, and the demand by

consumers to have a luxurious lifestyle room, equipped with the latest furniture and features which they may have seen in magazines or online presents a further pressure on the designer. The need to accommodate everything the customer has set their heart on into a relatively cramped space whilst ensuring that it is possible to move around in the room and use all the facilities without being pressed up against a door or wall, can be difficult to achieve. 

Bathroom Design

BathCAD is so fast and easy to use that training takes just half a day (and it can be done online if that suits you better). At the end of the training, you will be able to design a standard bathroom in minutes, to include all the fixtures and fittings, colour choices, tiling and lighting.

For nearly three decades ArtiCAD has been developing CAD software for the KBB industry, including its widely installed bathroom design product, BathCAD (and its sister product, ArtiCAD-Pro for kitchens, bedrooms and also bathrooms). And if your heart sinks at the idea of having to learn how to use a CAD system, BathCAD is so fast and easy to use that training takes just half a day (and it can be done online if that suits you better). At the end of the training, you will be able to design a standard bathroom in minutes, to include all the fixtures and fittings, colour choices, tiling and lighting. BathCAD produces high quality 3D photorealistic images which can be presented to your client either face to face or via email. Ensuring that designs are not only easy to produce but that they look as realistic as possible is essential in helping you sell your design. ArtiCADâ&#x20AC;&#x2122;s extensive graphics library features sanitary ware ď&#x201A;&#x161; 35

Bathroom Design

effect, no matter how complex it is. The powerful lighting editor not only means that shadows come as standard, but that stunning special effects are also possible, at the touch of a mouse. There is absolutely no doubt that vivid, realistic designs help give customers confidence they are getting the exact room they want, and encourages them to make a faster decision. For the installer, BathCAD automatically produces at the same time as the designs, accurate dimensioned plans, detailed layouts, and a full list of all included items to help make pricing and ordering as fast and straightforward as possible. Everything that is needed for a successful installation is at your fingertips and available on site when the installation gets underway. graphics that can be altered to reflect specific dimensions, to represent the designer’s preferred branded products, thus avoiding the need to maintain expensive graphics catalogues in the software. BathCAD also incorporates an extensive texture library which can be applied to any surface in the bathroom including walls, floors, furniture and accessories to further improve the realism of the design. In addition, BathCAD’s texture editor allows you to edit the actual textures of products, whether supplied as standard, as part of a manufacturer’s catalogue or as a user-supplied bitmap. This provides even more flexibility and can give you the freedom to exercise your full creative energy. Tiling is obviously a major feature of any bathroom: BathCAD designers can set different tiling ‘rules’ on the same wall, which makes it easy to create the desired 36

For installers who are sole traders or those with no showroom, BathCAD provides the ultimate virtual showroom. The software not only runs on desktop PCs but also on tablets and other mobile devices, ensuring that designs can be presented wherever you may be, and that your portfolio of previous work is just as accessible. It can certainly ensure that even the smallest business can present an extremely professional image. For larger organisations that have their own showroom, BathCAD can be used as the focal point for a customer demonstration/ seating area where designs can be shown on a large flat screen. BathCAD provides both the customer and the installer with absolute clarity at every stage of the project and ensures that there are no unexpected (or unpleasant) surprises for either as the design becomes a reality. www.articad.com

EXTRAORDINARY SHOWERING HAS ARRIVED

NOW IN STOCK Driven by our upgraded QuartzTM Smart Valve and easy to install. Precision engineering sits at the heart of our smartest most personal shower.

Discover more at aqualisa.co.uk/q Q4389

Product Launch

AQUALISA ANNOUNCES AVAILABILITY OF ITS NEW GENERATION SMART SHOWER

“We’re delighted to share the news that Q™, our new-generation smart shower, is in stock. This innovative product is based on the original, Aqualisa precision Quartz™ technology that checks temperature 100 times per second - and it’s just as easy to install!” Wendy Bennett, Customer Experience Director at Aqualisa Products Ltd

Product Launch

Aqualisa has announced that its new Q™ Smart Shower is in stock The Q™ controller is designed for easy retrofit over existing exposed Quartz™ installations and all exposed products come with a fitting template that ensures all holes are drilled in exactly the right position. A new,

even simpler connection method is used to connect the smart valve to the Q™ controller.’ Wendy Bennett, Aqualisa Customer Experience Director says, “We’re delighted to share the news that Q™, our newgeneration smart shower, is in stock. This innovative product is based on the

original, Aqualisa precision Quartz™ technology that checks temperature 100 times per second - and it’s just as easy to install!” Aqualisa smart shower training is available free of charge at venues nationwide with easy application online. www.aqualisa.co.uk/q 39

Product Launch

ABODE – CREATORS OF INNOVATIVE DESIGN When designing its kitchen taps and sinks, Abode’s in-house designers are not only thinking about the end user, but also the installer, who simply wants to please their customers and not spend hours installing difficult appliances. All Abode taps and sinks are supplied with everything required for the perfect installation. The kitchen market has recently seen a growth in statement ‘professional and semi-professional’ design-led mixer taps which have become increasingly popular in modern and contemporary kitchens. These taps are cleverly and attractively styled and have the added benefit of pull-down spray functionality and flexibility. These days sinks are much more than a simple piece of utilitarian or functional design and Abode sinks are manufactured to withstand everyday usage whether it is made of stainless steel, granite, ceramic or composite.  40

Abode Dune sink and Virtue pull out spray tap

Wilsonart, the worktop specialists ‘..we are delighted to be part of the BiKBBI family’

When it comes to worktops we’ve got it covered, from versatile laminates to seamless solid surface, to our newest introduction Zenith, 100% waterproof ultra-thin solid laminate. Install our stunning collection of worktops with ease, step by step guides and videos available to help you along the way, and no need for specialist tooling. Wilsonart - the installer friendly worktop company.

To find out more about Wilsonart or the worktop collections

Visit: www.wilsonart.co.uk Wilsonart-uk

WilsonartUK

@WilsonartUK

Product Launch

Connekt Flushfit is an innovatively designed slim sink offering a sleek and contemporary aesthetic to any worktop choice, through its ultra thin edge detailing, which allows for either flushfit or inset installation. This sink is designed for both compact and larger kitchens in 1.0 and 1.5 bowl versions offering great flexibility. It can be fitted perfectly flush at the same surface level as the worktop by insetting or alternatively, fitted conventionally as an inset with stylish low-profile edges. Alternatively, the Matrix R50XL is a very large (L800xW510) single, reversible sink with rounded corners which again, can be undermounted or inset within a worktop. It is the largest sink in Abodeâ&#x20AC;&#x2122;s range and comes in a brushed steel finish. For something completely different there is Dune which is denoted by its ripple drainer design. Manufactured from advanced, hardwearing acrylic materials, these new inset sinks will certainly form a focal point in any kitchen. There are four sinks within this range giving the installer a choice as all are (L1000xW500) and available in popular Black or Frost White Granite. 42

Abode Connekt Flushfit 1.5 bowl with Atlas Professional tap

In order to co-ordinate with a number of Abode sinks the company has seven creatively different professional and semiprofessional taps with pull down sprays, which are perfect for todays market as they are becoming increasingly popular. These taps have a plethora of sophisticated and stylish attributes with easy-to-operate handles, ceramic disc valves and end of spout anti-splash aerators; combined with the companyâ&#x20AC;&#x2122;s engineering

excellence these taps give first class performance and ooze quality. Each of these taps feature moveable spouts as well as tactile, user-friendly handles, providing flexibility in the control of flow and water temperature, food washing and preparations. Also, the hoses are long enough to reach into the corners of even the largest sinks and facilitate hygienic rinsing. www.abode.eu

The Combi-Steam makes cooking a pleasure. V-ZUG makes cooking easier with simple and individual solutions. The new Combi-Steam MSLQ is the worldâ&#x20AC;&#x2122;s first appliance to combine three heating methods in one: conventional, steam and microwave. Cooking healthy food quickly has never been this much fun: vzug.com For more information please contact rhys.evans@vzug.co.uk

Swiss perfection for your home

BEFORE A DRIP BECOMES A FLOOD. DETECT TO TAKE CARE WITH GROHE SENSE.

The new easy to install monitors humidity and temperature, GROHE SenseGROHE system Sense monitors humidity, detects leaks, detects leaks alerts grohe.com alerts you andand shuts offyou. water automatically. Enjoy intelligent water security for your home 24/7. grohe.co.uk

Installation Feature

THE IMPORTANCE OF USING ADEQUATE FIXINGS WHEN INSTALLING KITCHEN CABINETS There have been horror stories in the press and on social media recently and even a feature on the BBC programme Rip Off Britain, about kitchen cabinets falling off the wall after being installed. Rather than being the work of poltergeists or other malevolent spirits, these occurrences come down to people using the wrong materials for the job.

Of course the finger is generally pointed at the person who actually installed the cabinets, so here are a few pointers that may come in useful. As a professional kitchen installer you will already know that the base units should present little problem as they will be largely self -supporting. It is when fitting the wall mounted cupboards that the issues begin. 46

A kitchen cupboard is quite a heavy piece of kit on its own, especially if you are installing high end units with solid wood or glass front doors and good quality shelving. A kitchen cupboard is quite a heavy piece of kit on its own, especially if you are installing high end units with solid wood or glass front doors and good quality shelving. The material used for the carcass of the cupboard can also make a difference as can the size of the unit itself. The modern trend for cupboards going to almost ceiling height can significantly increase the weight especially when working on older houses that have higher ceilings. The next issue arrives when the homeowner starts filling it up. As an installer you cannot tell them to only put lightweight objects in the cupboard, and they will undoubtedly load it up with crockery, pots, pans and tins and all manner of items that will again increase the total weight. ď&#x201A;&#x161;

Installation Feature

If you consider that all of this has to be supported by the fixings going into the wall, whether you are using brackets or a hanging rail, it quickly becomes obvious that you will need to choose the correct anchor depending on the wall you are dealing with. However, before commencing an installation it is crucial to determine what wall construction you are dealing with. In most cases the units are going

to be hung on an external wall or solid internal wall because, whilst it is possible to hang them on studwork it is tricky to adequately support heavy loads but If this is absolutely necessary because of the kitchen design and location â&#x20AC;&#x201C; upstairs in a granny flat for example - it is best overcome by using self-supporting floor to ceiling cupboards where the unit itself again takes most of the load.

The wall is therefore likely to be either a brick and block cavity wall or in some cases a single block or brick construction. In older properties you are very likely to find the wall has a plaster skim meaning that any fixing will be well supported by the wall itself and, depending on the integrity of the backing wall, proprietary wall plugs should be adequate. If the brick or block is old you may find that it will not hold a standard plug and something more substantial may be required. ď&#x201A;&#x161;

The modern trend for cupboards going to almost ceiling height can significantly increase the weight especially when working on older houses that have higher ceilings. 47

Installation Feature

In many recently built houses (and extensions for that matter), you are likely to encounter a dot and dab or dry lined wall which is where a solid masonry wall has been faced with plasterboard, typically supported on blobs of adhesive (dot and dab). These become popular as the plasterboard makes an excellent, easy to achieve, final surface to the wall, ready to accept a final skim and paint or paper finish. The difficulty here is there is a void between the plasterboard and the solid wall behind, meaning that the some of the weight is being supported by the plasterboard alone. What then happens when the unit is hung and the load is applied is that the plasterboard is not strong enough to take this weight and gives way into the void, compromising the integrity of the fixing. This issue is compounded by the way the weight is being applied. At the point where the unit meets the bracket or rail, the load is vertical and is running in parallel with the face of the wall. However the further out in the unit the load is placed, at the edge of the shelf for instance, or when the door is opened, the force is acting away from the wall and acts like a lever trying to pull the fixing out of the wall. If the plasterboard is already struggling to support more weight than it is capable of, this extra force can cause the screw to bend or have the fixing fail completely as shown above.

STEEL CORE BRIDGES GAP

MASONRY

VOID

PLASTERBOARD

The way to overcome this possibility is to choose a fixing which bridges the void between the plasterboard and the masonry and transfers the load directly to the solid masonry behind. This means the fixing is not reliant on the strength of the plasterboard. ď&#x201A;&#x161;

Installation Feature

This can be achieved in a number of ways but the simplest and quickest is by using products such as Corefix, which uses a heavy duty and robust polypropylene expandable plug into which a metal sleeve is inserted that bridges the void. The bracket or rail can then be screwed into the fixing in the normal way. These are easily capable of supporting heavy cupboards and their contents. Corefix for example has been independently tested and certified to a safe working load of 90kg using just four fixings although in house tests have securely supported 250kg without failing. The moral of the story is that kitchen cupboards should never spontaneously detach themselves from the wall if you use a fixing that is capable of supporting the weight â&#x20AC;&#x201C; unless the building really does have a poltergeist!

Corefix for example has been independently tested and certified to a safe working load of 90kg using just four fixings although in house tests have securely supported 250kg without failing. www.corefixed.com

Kitchen cupboards should never spontaneously detach themselves from the wall if you use a fixing that is capable of supporting the weight. Daniel Hopkins, Director, Metex Online Ltd

Installation Feature

HOW DEALING WITH MISTAKES ADEQUATELY CAN PRODUCE MORE BUSINESS White ceramic tiled floor, white units with white handles, white laminate worktops, a white oven and hob, white wall tiles and white textured ceiling; and the fridge? Yes, that’s white, too! This kitchen design breaks all the rules for colour and contrast as it will show every bread crumb and spill and yet the customer is grinning broadly. 

“I want it completely white, everything! I want to be able to feel whether the hob or oven are on or off by the shape of the knobs, but I don’t want anything specially adapted, it all has to be ordinary.”

Installation Feature

I obtained this order because a previous job had gone wrong; unfortunately, I’d incorrectly cut a worktop by squaring off the cut out when the old re-used sink had rounded corners. Frustratingly, I had to bear the cost of a replacement and then half a day of my time to go and pick it up and complete the job properly. Thankfully, the customer was understanding about my mistake but it was the way I dealt with it that impressed him so much that he told his friend who then called me and asked me to go round to plan and quote for the kitchen we are now standing in. “I want it completely white, everything!” he said, “I want to be able to feel whether the hob or oven are on or off by the shape of the knobs, but I don’t want anything specially adapted, it all has to be ordinary.” As he spoke his eyes were staring into the middle of the room. He was determined that the

“Now my customer has gone over the entire kitchen by touch checking everything. He says that he feels delighted, and so do I to be honest.” disease that had cost him his sight was not going to stop him being a chef and he was determined to continue to entertain his friends in the trade. “If it’s all white my wife will be able to see where I’ve been working and it will be easier for her to clean up anything I have missed.” He added. Now my customer has gone over the entire kitchen by touch checking everything, including even the pattern on the ceiling, the tiling, the worktop joints, the units, the door knobs, the oven controls, he says that he feels delighted, and so do I to be honest.

Without doubt, this is the most satisfying job I have ever done. I don’t necessarily like the look of it, and I wouldn’t have it in my home, but when the customer is so satisfied, then so am I of course. So why am I mentioning this? Well, because the kitchen installation that I have even completed stems from the fact that it came about all because of how I dealt with a mistake on a previous project. I don’t suggest you make mistakes deliberately of course but it’s how you deal with them that will show your true professionalism and create more work.

Richard Renouf is an Independent Consultant and a former kitchen, bedroom and bathroom installer. His experience includes working for independent family businesses and a major national retail chain. He established the Qualitas Conciliation Service (now The Furniture Ombudsman) to investigate and resolve disputes about furniture and floorcoverings in 1992. www.richard-renouf.com

Gira

Gira G1, White Glass Lighting Control

Gira

A UNIQUE OPPORTUNITY TO IMPROVE YOUR BUSINESS? THE INSTALLER MAGAZINE HAS UNCOVERED A RARE OPPORTUNITY THAT EXISTS FOR THE MOST PROGRESSIVE OF KBB INSTALLERS ... ï&#x201A;&#x161;

Gira

Anyone who has been in business for a reasonable length of time will recognise the importance of grasping opportunities when they present themselves; they will recognise that by not reacting quickly, the opportunity can quickly disappear leading to a huge loss in sales potential. I think we would all agree that striking whilst the iron is hot is the most successful way to build business; ‘recent’ examples that spring to mind are market leaders who pre-empted a desire or necessity for ‘greener/ eco’ products, designing and manufacturing products that are for the inclusive/ special needs market (particularly strong in kitchens and bathrooms), wearable technology and IoT products which has seen the digitalisation within most domestic and commercial properties. Now it’s possible that a similar opportunity awaits the most progressive of installers or installation companies. Let me explain: Most kitchen appliance manufacturers create products that include smart connectivity which means that ovens, fridges etc. can be operated remotely, usually via a smart device. In truth, you’ve probably installed many already or at the very least, you will be aware of this somewhat new 54

technology through the extraordinary amount of articles covering the subject in various trade magazines. By the sheer fact that you are a BiKBBI member, it is highly likely that you will be improving up to six rooms in even a modest three bedroom dwelling, assuming there is a cloakroom and at least two bathrooms. So why not increase turnover and profit by covering the entire house by installing intelligent systems solutions for building management for your customers as an add-on to the kitchen or bathroom you are installing? So what are intelligent system solutions for building management? Intelligent system solutions enable homeowners to control virtually every element of the home either from a remote, a central control pad or via a smart device. This includes: security (smoke and leak detection, lighting, heating, blinds, air conditioning, domestic appliances, heating, even audio visual, and high on a consumers wish list these days is an intelligent management system that will facilitate eco-friendliness by being able to control precisely what energy is consumed, thus saving gas and electricity bills. 

â&#x20AC;&#x153;Its amazing really, very few people realise that there is currently more technology and security in peoples cars today than in their homes!â&#x20AC;?

Gira G1, White Glass Door Communication

Gira Gira G1, Black Glass Functional Overview

So is this completely new? Not exactly, but originally, Intelligent building management systems were virtually exclusively fitted commercially but as new technology has been developed and systems have become more sophisticated it’s only just beginning to be adopted by homeowners in the UK in any kind of volume. So why would these interest KBB installers? Until now, these systems have largely been the domain of electrical system designers and the installation conducted by electrical installers but this, by no means needs to be the case, as Gira, one of the worlds leading full-range suppliers of intelligent system solutions for building management, has identified the KBB sector as an area for growth and is already negotiating with a few, very  56

“Installation of smart technology and especially smart home security, although a reasonably new concept for domestic homes in the UK, has so far been embraced by electrical installation companies and this really, is only because that’s who’s been targeted by manufacturers; until now!”

Gira

selective major KBB retailers to set up dedicated areas within their showrooms for this specific purpose. An aggressive PR campaign to consumers is planned also to generate more awareness and interest. So who is Gira? Gira is the brand leader for switches and sockets and other electrical items in its home market of Germany, but it’s in smart technology where they are pioneering and are fast becoming brand leaders globally. UK Sales Director, Mark Booth, explains, “Its amazing really, very few people realise that there is currently more technology and security in peoples cars today than in their homes! This creates a unique opportunity for KBB installers, why? Because installation of smart technology and especially smart home security, although a reasonably new concept for domestic homes in the

UK, has so far been embraced by electrical installation companies and this really, is only because that’s who’s been targeted by manufacturers; until now! I think we are possibly the only manufacturer that has identified and acknowledged the expertise and excellence of KBB installers and the synergy between installing kitchens, bedrooms & bathrooms and those who fit intelligent system solutions for buildings.” Mark added, “This kind of technology, though used extensively in commercial buildings is only just becoming a musthave for consumers and as it’s in its infancy domestically, it’s a perfect time for KBB installers to take advantage and include this in their remit of services. Take it from me, intelligent building management is like a tidal wave coming across from Europe that will reward those who have the foresight to get on board early.” 

London artisan apartment complex in Fitzrovia, London is fitted with state-of-the-art Gira KNX System to control smart home functions and security features

Gira

Can you summarise? Yes of course, Giraâ&#x20AC;&#x2122;s systems allow homeowners to operate the entire house from one smart source including domestic appliances like refrigerators and ovens of course but also other important things like security (smoke and leak detection), sound systems, lighting and itâ&#x20AC;&#x2122;s even possible to open and close the curtains or blinds in your home from virtually anywhere in the world! The systems can be installed by better KBB installers (BiKBBI members) with a little training and for those who do, the rewards can be significant! www.gira.com

Gira

I think we are possibly the only manufacturer that has identified and acknowledged the expertise and excellence of KBB installers and the synergy between installing kitchens, bedrooms & bathrooms and those who fit intelligent system solutions for buildings.â&#x20AC;?

Gira G1, White Glass Blind Control

Product Launch

CROYDEX LAUNCHES INSTALLER FRIENDLY SEAT RANGE Croydex is revolutionizing toilet seats with the launch of its new Flexi-Fix seats. The range, which comprises 32 seats, pledges to always fit and never slip thanks to adjustable chromeplated hinges, secure grip adhesive and its unique patented v plate. The seats provide a solution to the common problem of seats becoming unsecure. Fitting of the Flexi-Fix seats could not be easier. Collapsible supports hold the hinges away from the pan while the seat is aligned and screwed into place. Once a little pressure is applied, the supports collapse and the self-adhesive pads grip the toilet pan for a secure fit. As the grip pad technology is a pressure sensitive adhesive, it is easy to re-position the hinges should the supports accidentally collapse. Flexi-Fix seats, which are suitable for back to wall toilets, are supplied with top and bottom fixings and fit toilet pans with hole centres from 200mm to 110mm, far more generous than the 165mm to 145mm thatâ&#x20AC;&#x2122;s recommended by the European Standard. They can also be adjusted forwards or backwards by up to 60mm to ensure they line up with the front of the toilet pan. If you would like any further information you can contact Croydex on +44 (0)1264 365 881. 60

THE KITCHEN, BEDROOM & BATHROOM SPECIALIST PR CONSULTANCY PROUD SUPPORTERS OF THE BiKBBI

Public Relations •Advertising•Publishing•Marketing

Telephone: 01992 478 109 rob@publicityengineers.com celebrating 21 years

www.publicityengineers.com

Australia Feature

SPOTLIGHT ON OZ! by Damian Walters, BiKBBI, CEO.

Following a period of negotiations with our far-flung cousins (i.e. me begging the Australians to visit), I was lucky enough to be invited down-under to take a look at how the Aussie KBB model operated and with a view to explore mutually beneficial learning opportunities for installers in both the UK and Australia. Before I begin, I should add that despite being a well-seasoned traveller myself, I genuinely had no concept of how just how far away Australia actually is! Despite making two flights spanning 23-hours for just a one week visit, it was more than worth it. My advice is don’t ever let the distance ever dissuade you from visiting as it’s one of the most beautiful, hospitable and amazing places I’ve ever visited.  63

Australia Feature

I arrived on the morning of the MayweatherMcGregor fight, which was being aired live from Vegas and due to the time difference (+10 hour ahead of GMT), the Aussies had the pleasure of watching it at a far more civilized time in the middle of the afternoon. I have always been fascinated about how other countries operate their respective KBB industries, especially the installation element. We’ve all heard generalisations about our Italian, French, German and even US cousins regarding business but rarely Australian, possibly because it’s so far away? Nevertheless, I’m a great believer that reinvention of the wheel isn’t always needed, so exploring how other countries operate and learning by their successes and failures, seems like a complete no-brainer to me. After just a few days down under, it became apparent that they do things very differently when it comes to kitchens, bedrooms and bathrooms. Whilst you would be hard pushed to find a British town or city without a KBB showroom or trade outlet, the Australian’s simply don’t have many KBB retailers at all! I found it genuinely bizarre!

Furthermore, there are very few Australian retail chains that sell kitchens, bedrooms and bathrooms directly to consumers from a retail showroom. Instead, the population relies on tradesmen who often operate from workshops attached to their home and serving their own communities.

“I have always been fascinated about how other countries operate their respective KBB industries, especially the installation element.” Kitchens are usually purchased from ‘Cabinet Makers’ who construct, sell and install directly to consumers, with bathrooms being sold and installed by local plumbers. Of course, the sheer vastness of 

Australia Feature

the country creates a natural logistical challenge and this may well be the driver behind this big difference, but I still found it hard to believe that no-one was operating nationally. The main player of mass-produced retail product is Bunnings, the Australian company who recently bought Homebase. However, amongst tens of thousands of square footage in their ‘Goliath’ stores, its KBB offering is only a tiny part of their overall product portfolio and is primarily an offthe-shelf, entry level DIY kitchen and bathroom, which doesn’t include an installation service. When visiting some Bunnings showrooms I noticed that there was little emphasis on KBB product and absolutely no approach by staff members to discuss my interest. There were plenty of staff instore, but most were shuffling around the piled high product that you’d expect to see in these warehouses. To be fair to Bunnings, their stores are hugely impressive; both in terms of sheer enormity and their product offering (they are genuinely gargantuan

“After just a few days down under, it became apparent that they do things very differently when it comes to kitchens, bedrooms and bathrooms.” and filled to the brim with ‘stuff’ that would excite even the most reluctant of DIY householders). It really is an emporium for the average Aussie male especially, and sadly, even I found myself salivating around the rows of barbecues, some seemingly as big as the average UK family car! The next business that I looked at is operating from the national electrical retailer ‘The Good Guys,’ which I suppose would be the nearest equivalent of Curry’s in the UK. It is a very respected retailer of all things electrical, from TV’s to kitchen appliances and once again, nestled amongst the vast array of  65

Australia Feature

tech is a concessionary kitchen business, formally known as ‘The Good Guy’s Kitchens’ but now branded as ‘Wholesale Kitchens’. ‘Wholesale Kitchens’ offers both a flat-pack and ridged carcasses and importantly, purchases included installation. This section of showroom, despite not displaying many kitchens, was much better than that of Bunnings and it was manned by a member of staff, though in reality he was more a lead-taker than a sales designer as we know it here. For those of you with good memories, ‘The Good Guys’ kitchen offering was not too dissimilar to the old ‘Hygena’ concession at Curry’s that was operated by the since departed MFI, it is basically, a small franchise within an electrical retailer, with a sample offering of product. It’s clearly an obvious connection for both the kitchen supplier and electrical retailer and I guess a natural marriage between two complimentary product offerings; I did get the impression however, that

customers would be drawn into the store by the electrical goods, rather than the kitchens. It is probably a good business decision by the kitchen company as I am in no doubt that it’s mutually beneficial to both. ‘The Good Guys’ does offer a home measure and installation service, but if I were a customer I would have liked more expertise and knowledge in the showroom before committing to a home visit. The final company I looked at, and the business I spent most of my time with, was a kitchen specialist called ‘Kitchen Connection,’ a retailer of a kitchen and bedroom product owned by Australian company, the KWB Group, who also owns ‘Wallspan.’ It’s a great company and they prosper partly because competition is scarce, with only a few independent retailers operating from showrooms in Brisbane (Queensland). ‘Kitchen Connection’ clearly follows a European KBB retail model, with a comprehensive and impressive range of products on 

Australia Feature

display in a dedicated retail showroom environment. With 16 showrooms across two states (Queensland and New South Wales), this is a business that nurtures a close relationship with a manufacturer as they uniquely share the same head office and manufacturing space; furthermore, it has obvious ambitions of dominance in this market.

“‘Kitchen Connection’ clearly follows a European KBB retail model, with a comprehensive and impressive range of products on display in a dedicated retail showroom environment.” What was also apparent was their somewhat surprising love of POMs as the company employs

many expats both for sales and installations. Kitchen Connection (KC), unlike most in Australia, does provide an installation service to its customers, installing around 300 kitchens a month across its impressive and growing network of stores. Its showrooms are inspiring, with a mix of compelling and more familiar retail offerings. The company offers sales incentives; the deal at the time of my visit was a mouth-watering 50% off kitchen cabinets, very similar to what you might see in the UK, especially the sheds. It is apparent that like the majority of British KBB retailers, an installation service forms part of the overall customer proposition, which brings me nicely to my particular area of expertise, installations! What has always bothered me here in the UK is that almost anyone can be a tradesman; lose your banking job in the city and having only ever ‘fitted’ your Aunt Mable’s kitchen, there’s absolutely nothing to prevent you from becoming a kitchen installer, its ridiculous! Okay, there is regulation around competence in most cases, with perhaps gas and electrical work being more tightly governed, but broadly speaking, our industry is open to an influx of  67

Australia Feature

novices, cowboys all of whom compete ‘legitimately’ with professional KBB installers. Why on earth the government haven’t sorted this out by now is beyond me, but as far as I can see, it always appears preoccupied with bigger issues, at the moment it’s BREXIT of course. In Australia, the rules are very different. In order to be a ‘Tradey’ (that’s tradesman to you and me), you must register with the local authority and gain a license to operate. Operating without one is an offence; furthermore, it’s not a generic license either as you are required to register each trade that you work in and to obtain it, you must provide evidence of competence via a formal qualification. No qualification means no licence, therefore most tradesmen usually specialise in just one trade, for example, carpentry, cabinet making, plastering, electrics etc. If work is carried out in a home without a license, the ‘tradey’ can be prosecuted, or even receive a licensing ban, preventing them from carrying out any work; the consequence of breaking the law is fairly tough, although this is not always regulated, according to the locals. This is very different to the UK of course. The local authority also deals with complaints, dispute resolution and importantly insurance. Any project with a combined labour and materials value

Images: Design inspiration from Kitchen Connection

of $3,200AU (about £2,000) must include an insurance backed guarantee to protect the consumer, should the ‘Tradey’ go missing or if it’s business fails once consumer monies have been exchanged.

“In Australia, the rules are very different. In order to be a ‘Tradey’ (that’s tradesman to you and me), you must register with the local authority and gain a licence to operate.” The only downside is that licensing is set and policed by civil servants, which doesn’t always work well for the tradesmen as I get the impression that there’s a void between legislation and practical understanding due to the civil servants lack of hands-on expertise. Furthermore, registration costs are high (around $1000 per trade, per 

Australia Feature

year) and there are no add-on benefits for the licensee either, it’s literally a straightforward no-frills licensing scheme. In addition, licensing does not represent the trade and therefore is not responsible for standards; education or support, there is a big gap here. Whilst there are downsides for licensing, I do feel it puts tradesmen on a level playing field in terms of qualification, but of course, its dependent on relevant qualifications being available, not only to school leavers, but to the existing workforce too. What I like about licensing is that tradesmen appear on the radar and therefore can be monitored and tracked on performance. In Oz, mess up and you’ll get a slap on the wrist; mess up again and you’ll get a violation on your license. Mess up a third time and you could lose your license altogether! This, for me, drives out the rogue trader element. Of course, the BiKBBI has a similar scheme preventing the migration of trouble installers; however it’s only relevant to our retail partners and the customers they serve, as we’re not a mandatory requirement in law. The problem we have is that here in the UK, mess up and there are no consequences; just find a new customer,

change your mobile number and move onto the next ‘victim.’ Clearly, it’s not good enough and the model is evidently not working. Conclusion Australia clearly faces similar challenges to the UK with a shortage of skills within the KBB sector both from an installer and sales perspective. Overall, the Aussie’s have greater control of home improvement operatives through local legislation, which I believe the UK would benefit from should they adopt a similar system. However, they have only introduced these measures from a legislative point of view and really do lack the specialist industry expertise that perhaps an institute would deliver. Quite frankly, outside of gas and electrical installation and repair, there is little visibility and subsequent control over those offering home improvement services to consumers. This clearly is having a negative effect on many who invest or operate in the KBB industry. Literally anyone can call themselves a home improvement specialist, with little regulation to prevent the incompetent and the rogues, from standing shoulder to shoulder with professional installers. That clearly isn’t good enough and it’s where Australia has an edge. The country is screaming out for good people and is looking to the UK as a good source of employees. Recruiting British Installers has been good for John Bourke and his business Kitchen Connections and making the move can lead to a fantastic lifestyle and earning potential as it has for ex-BiKBBI member Dean Kiss but it is a huge step to make so consider all potential repercussions.

Images: Design inspiration from Kitchen Connection

Australia Feature

Following Damian’s visit we conducted interviews with Managing Director of Kitchen Connection, John Bourke and an ex-pat installer Dean Kiss who also works for Kitchen Connection. John explains the business side of retailing kitchens whilst Dean reveals what it takes and what the rewards are for a BiKBBI member to have the courage to start a new life ‘down under.’

The Managing Director You’re the Managing Director of Kitchen Connection, are you the founder of the company? If so how long ago, and if not, when did you join? I am the Managing Director of KWB Group and the co-founder, along with my Finance Director, Chris Palin. The KWB Group was formed five years ago and operates under two brands: ‘Kitchen Connection’ (www.kitchenconnection.com. au), which operates with ten showrooms in Queensland and one in New South Wales (we are opening a second in NSW in December), and our other brand, ‘Wallspan’ (www.wallspan.com.au), is located in Adelaide, South Australia and it has four showrooms; therefore, under the KWB Group we have fifteen showrooms in total. So do you undertake all types of kitchen installations? No, we only undertake kitchen renovations; we do not do new builds at all! We focus on what we call the ‘doit-for-me’ market, as opposed to ‘do-ityourself.’ This means that our people, 

Australia Feature

from designers to installers, have to be extremely customer friendly and customer focussed. We are currently installing approximately 300,000 dollars of kitchens per month and the average kitchen is 18,000 dollars (£10,621 at the date of writing this article) this price excludes installation costs. If I’ve got the right company you are mainly Queensland based, did the company originate in Brisbane? The AKI business was a Private Equity plan of buying a kitchen business in each state in Australia and putting them under one brand and centralised manufacturing based in Brisbane. However, this did not work for several reasons; distances were too far to distribute, systems were very poor and maintenance on jobs was very costly. I see you have a studio opened in Newcastle, do you intend to expand further into NSW? Yes, as mentioned we will be opening an additional new Showroom in NSW by Christmas and plan to open another 2 in 2018. This is an area in where we are looking to recruit installers from the UK. How do you recruit installers? Our installers (fitters) are recruited by word of mouth and on-line recruitment similar to Reed in the UK. The big difference in Australia is that our installers only install, they do not schedule, site measure or detail kitchens. We do however, have “project management’ roles in which the installer reports (even though they are sub-contractors). Our Project Managers (we call them ‘Customer Support Managers’) do all site measuring, detailing, CAD drawing and trade scheduling. From my understanding, this

is similar to what the kitchen installers do in the UK. We are therefore currently looking for talented, hard working UK based kitchen fitters who are looking for a hugely rewarding overseas adventure! Is there an equivalent of the BiKBBI in Australia? If not, would it benefit the industry to have one? No there isn’t. There are industry bodies here but they are in support of the building industry. The structure of the Australian kitchen industry is very different to the UK which is very mature and consolidated with big players like Howdens, Wren etc., over here it’s the opposite. The KWB Group, with only fifteen showrooms, is the largest standalone kitchen retailer in Australia. Yes we do have multiples like Ikea and Bunnings dealing in flat packs but as for kitchen retailers who have more than 2 or 3 showrooms, we are it! This surprised Damian. So there’s room for market growth? Definitely! There are 8,500 registered Cabinet Makers in Australia and over 90% are 1 or 2 man backyard operations selling only around 5 kitchens a month. So the opportunity for growth in our business is huge as we have very few large competitors. I understand that you have employed many installers and CSM’s (Installation Managers) from the UK? Why is this, and how do you attract them, or do they find you somehow? Because of the way we operate, we have discovered that the experience of both KBB fitters and Installation Managers in the UK to be ideal. They generally have had some form of project management experience which is essential and they  71

Australia Feature

understand IT, have good detailing are generally very KBB ‘savvy.’ We also use the UK ArtiCAD program so in some cases our employees from the UK are already competent with these skills. Another bonus for us is that many have worked for the larger retailers they clearly understand processes and procedures and quickly pick up (and add value to) what we are trying to achieve. Our business model is similar to Magnet Kitchens so the fit for UK staff is often seamless. In contrast, if I generalise, the Australia cabinet maker who has been making and installing kitchen in an unsophisticated environment has no planning skills, no IT experience or CAD skills. The smaller sole trader businesses often do almost everything by hand. In your experience, how do their standards compare? The UK staff that we have brought over, or have acquired locally, are far more professional and structured in their approach to managing kitchen installations. Their work ethic is extremely high (most will work weekends if offered) and they understand what KWB is trying to achieve as a business, because they have previously worked in businesses much larger than ours. Is it easy for an installer in the UK to adjust to different ways of doing things or materials? I ask (and I know this doesn’t necessarily apply to a KBB installer) because I know that roofing and guttering are completely different from what we have in the UK, so what about pipework for instance and ‘building regs’ and legal standards for electrical work etc.? There are differences in cabinet construction and building practices. 72



Australia Feature

Plumbing, Gas and Electrical cannot be done by a KBB installer. Plumbing, Gas and Electrical are highly regulated and licensed areas with strict practises and legal standards required and monitored. For example, when walls are plastered in Australia they only do the joins and not the whole wall. This is just one example of the many little differences that an installer from the UK would encounter. We spend up to 4 months in full time training for all new employees. Time is spent working with the trades and suppliers to fully understand how our business works and why it is different.

gain a pathway to permanent residency in Australia. KWB Group manages and funds all visa applications to ensure that those who qualify can successfully gain entry.

What lifestyle advice would you give a British installer considering making the move, both positive and negative?

Finally, what is your opinion of the BiKBBI having spent time with the CEO and what do you think you have learnt that could be adopted in Australia?

We are currently looking for roles in all states and each state offers a unique and wonderful lifestyle as the weather, beaches and low density living all combine to make it a very pleasant lifestyle environment. With so many UK members already in our teams, the settling in period for newcomers and their family is very easy and we ensure that there is a lot of hand holding in the first 6 months to ensure our installers from the UK are comfortable. We even offer all candidates contemplating making the move and joining us an the opportunity to call any of our staff who originated from the UK to discuss their experiences in moving and working down under for the KWB Group. The BiKBBI, CEO, Damian Walters spoke with all our UK staff (both on the retail and installation side) and he would testify that everyone is genuinely loving the overall experience and especially the company and the lifestyle. Well, no one has booked a return ticket as yet! On the negative side migration laws have recently tightened and most applicants have now got to be under 45 years to

I think the way that the BiKBBI has established installation standards and legitimising the industry has been outstanding. It is also great to see the major retailers, manufacturers and suppliers in the UK giving genuine support to the initiatives of the institute. I feel that by having this support the institute can continue to give back to its members and I believe that the membership size today is the best testament to its success. There are so many improvements that could be made in Australia by having a similar institute. We are highly regulated in so many parts of the building industry however Australia still views kitchens, (both retailing and installation) as a trade, not an industry. Just like the UK, apprenticeships also need to be part of manufacturers and the governmentâ&#x20AC;&#x2122;s agenda in supporting and building a sustainable growth economy. Having a â&#x20AC;&#x2DC;bodyâ&#x20AC;&#x2122; like the BiKBBI to lobby these critical issues would help enormously. . www.kitchenconnection.com.au 73

Australia Feature

How has Kitchen Connection been able to help you relocate?

The Installer So how did you come to be working in Australia Dean? My wife Lorraine and I chose to emigrate when our son Paul, decided to leave the British army and join the Aussie army, partly because his wife, Sarah, has brothers and sisters already settled in Australia. It was a huge decision to make as Lorraine was a degree level in nursing in the UK and I owned a successful small business. Apart from Paul, we have two other children, Kallam and Amy; Kallam is exforces and currently working abroad and Amy, who visited us in March this year. The long term plan is to hopefully move the entire tribe over!

I can’t stress enough just how good Kitchen Connection has been to me and my family, the support and encouragement is top notch. John, Chris, Dave Cumming and Guy Freeman have all been excellent. They have made the transition into the Australian kitchen industry a great experience, and as smooth as possible. It makes sense sometimes to simplify things; for instance, remind yourself that kitchen fitting is the same wherever you are in the world … fill a space with a series of boxes, it’s the difference in the product that needed most of the training really. The company induction lasted 6 weeks and I spent time in every role from back of house to front to get an all round understanding of what makes the company tick. Is kitchen design technology (CAD) widely used in Australia? Kitchen Connection has bespoke software called ‘My Kitchen Link,’ (MKL) which is a hub for all departments to enter and exchange information other departments, from there, all interaction with customers is recorded, right down to the finest details of the end product. It saves a huge amount of time and virtually eliminates errors. How do working conditions differ to the UK?

Once you made the decision to emigrate was the process easy?

Installers in Oz have it easy, or so I keep telling them!

It’s actually not easy to be accepted and sponsorship through my trade skills was the only way to be admitted; even then there were many hoops to jump through and I’m still having to tackle some technical legal issues to be honest.

Most of the worktops are stone which goes to a stone mason, if its laminate they come pre-cut and edged, the plans and support they get are first class (especially from me! ha ha). All the kitchen appliances are installed by plumbers and 

Australia Feature

electricians and trade licensing laws are different over here so it really is quite easy. On a negative(if you can call it a downside,) it can get really hot! Earning potential is good too with our top guys earning $120-150k a year, which at current exchange rates is around £80100k! Have you and your family settled yet? We have settled in really well and in fact Damian came back to our house to have a look and get a feel for the place and lifestyle. We have now moved to a fantastic area called Samford Village, in Samford Valley; it’s just an hours drive north from the Sunshine Coast, an hour south and we are on Surfers Paradise and the Gold Coast! Every weekend we are doing something as decent weather’s almost certainly guaranteed, we camp on 

Australia Feature

the beach or inland at a creek, and spend days just days lazing on the beach or a lively weekend on the Gold Coast. Do you have any advice to anyone considering making a similar move? For anyone reading this and considering following in my footsteps they should realise that when I applied for my visa my BiKBBI certification went a long way to reassuring immigration authorities that I met their requirements, especially as I was a member for a long time, so keep your membership up-to-date. I have since gained more Australian qualifications for my permanent residency, again with full backing from Kitchen Connection. Potential emigrants should be aware that it can be very hard meeting requirements, expensive and you will have to be prepared to adopt a different lifestyle. Undoubtedly, you will miss family and friends; however the rewards are massive as the weather is so much more friendly to a great lifestyle and it’s a fantastic place for a young family to move to as the sporting facilities in every community are unbelievable, well organised and all year round of course. My advice to anyone wishing to move here is: do your homework and always look for a way in as ways out are too easy! So when did you first hear of the BiKBBI? It was called the iKBBI back then and it was just after ‘MKD Holdings’ went under (around 2005 I think) and ‘Tradesman Solutions’ wanted a few installers to honour the finance contracts so they contacted me for an initial short term fix. They had just started to undertake Bathstore work and it was a condition of the company’s for their installers to become members of the iKBBI. 76

Did you view that as a good thing at the time? I’ll be honest and I told Damian when he visited us in Australia recently, that back then, I thought, ‘here we go again, another trade membership just to get work,’ and other friends I know in the trade thought the same. However, I took the plunge and met the criteria and renewed every year until I emigrated. 

Australia Feature

Were you comfortable renewing at the time? After looking into the ikbbI a little more after a year or so it was obvious that the organisation was beginning to grow and become more recognised, I was able to use it to gain work, and it became a sales tool that I offered to companies and individual clients to reassure them of my credentials. What are your impressions now that you have met and spent time with Damian Walters the BiKBBI CEO? Firstly, I must say that I had never previously met Damian but I had seen pictures of him from past issues of THE Installer Magazine while in the UK, but when I picked him up from the hotel I honestly didn’t recognise him, what a transformation in his appearance, inspiring! I still follow the BiKBBI as it is now on twitter and whenever I see an article in The Installer Magazine that is relative to my employers (Kitchen Connection) I forward it to John Bourke and Chris Palin. I would like to think that some of these articles have helped pave the way for Damian to be invited over. Finally, do you think a BiKBBI style organisation could work ‘down-under’? I’m sure with a little creativity something could be done. Currently there is the government run QBCC where installers have to be registered, with the BiKBBI now being government backed in the UK I think that there could be some sort of involvement, if the QBCC were to cooperate. www.kitchenconnection.com.au 77

Heating Insight

SERVICE QUALITY SUPPLY

With the onset of ‘the heating season’ we thought it a good time to take a detailed look at leading heated towel warmer and radiator manufacturer Vogue UK Ltd., and gather the thoughts of Sales Director, Steve Birch. At your service The luxury interiors sector demands a heating solution that is completely unique and this has seen bespoke design services become more prevalent thus allowing for each aspect of a design to be tailored to individual requirements. A radiator has become far more than a practical addition to the home that’s installed to just heat a room. Choosing a bespoke model will guarantee a unique design statement that fits the 

Heating Insight

Offering market leading heating solutions, we maintain excellent quality standards and give extreme attention to detail to produce luxury radiators and towel warmers that offer market endurance and a timeless appeal.

Steve Birch, Sales Director, Vogue (UK)

Heating Insight

exact requirements of the space. By customising size, material and style, it is possible to create a completely unified interior scheme. Although this level of design and quality comes with a higher price tag, it is often the finishing touches that make the difference between a ‘good’ and an ‘exceptional’ bathroom, kitchen or living space. The satisfaction of having a truly original product that will not be seen anywhere else is a major selling point for our customers. They can also be assured that the design will provide professional results, as our highly skilled craftsmen and designers will advise clients of all the elements of design like style, material, finish and practical requirements. We innovatively offer a bespoke service across Vogue (UK)’s standard portfolio, which allows for quick modification of our existing models in terms of design and construction. This is a great compromise as it not only costs less than designing a completely bespoke product from concept, but it also provides the customer with a great level of choice and individualism. Services like this allow us to create showstopping heating designs that meet all the requirements of the space and its available heat sources (central heating, electric or dual fuel), as well as provide the desired levels of comfort and luxury that the modern home and homeowner, aspire to. Quality control Controls are also top priority for consumers, so consider the style and function of the valves operating the chosen radiator or towel warmer. It’s important to select a design which will not

only function effectively, but complement the proposed or current design scheme. Options available include thermostatic and manual, straight and angled, and there are also solutions which have been designed and styled to suit traditional and contemporary interiors, like the highly versatile crosshead valve. It’s also worth considering the efficiency of the different valve options available. Where manual valves are adjusted by hand to allow a constant flow of water into the radiator, a thermostatic valve has a built-in thermostat which allows the user to pre-set the exact temperature they require. Once the room reaches its optimum heat, the radiator or towel rail will then switch off to work as efficiently as possible. 

Heating Insight

Supply and demand

In good company

For those looking to heat a room thatâ&#x20AC;&#x2122;s not being served by gas central heating, then electric radiators are a great option. An extremely convenient way of heating a room, an electric radiator removes the risk of ripping up existing floorboards to lay pipework or the need for precise planning at the early stages of a build.

Est. 1990, Vogue (UK) is the countryâ&#x20AC;&#x2122;s leading manufacturer of heated towel rails, designer radiators and heating accessories. Combining fashion with functionality, we offer a portfolio that meets the needs of every interior design style. Manufactured from our West Midlands factory, we constantly explore new techniques and experiment with different materials and finishes which are exclusive to our brand.

Highly flexible, especially within the property development market, underfloor heating is designed to accommodate any room: irrespective of size or layout. Furthermore, you have complete control in terms of whether the underfloor system is operated as the main supply of heat, or coincide with the central heating to act as an additional heat source.

Product Feature, Heating Expression Radiator by Aestus

Product Feature, Heating

TURN UP THE HEAT In agreement with the ‘Space Heating Market Report - UK 2016-2020 Analysis’ conducted by AMA Research, the domestic heating sector has seen a notable shift towards more aspirational products. Fundamental drivers responsible for this value growth include specification across new and self-build markets, along with the replacement market which is reporting a clear emphasis on both qualitative and quantitative design and manufacturing. Innovative features and functionality, smart metering and technology and a growing importance for renewable energy due to volatile fuel prices are just a few areas of insight you need to be aware of when installing a new or replacement heating system for your customer. With around 11 million UK homes with a chimney and gas supply, as well as 4m electric heating households, the heating market if not already, should be an extremely significant part of your business: especially during the autumn winter season.  83

Product Feature, Heating Surf Contemporary Radiator by Aestus

The grey colour palette typifies the raw essence of industrial styling with flat panel radiators being one way to introduce any colour, material or finish your client wants.” 84

So what do you need to know in terms of the latest radiator and towel warmer trends? Steve Birch, Sales Director of Vogue UK informs “Heating solutions that offer tiny footprints continue to lend themselves to ultra modern decors with reduced profiles and minimalist designs continuing to look effortlessly stylish and remain highly functional. This style of heating design lends itself perfectly to the Bauhaus era of interior design and a great example of how ‘less is more’.” Steve continues “We are also noting contemporary heating designs being used as an industrial accent in a space, welcoming matt finishes, neutral tones, contrasting textures and utilitarian designs to come together in one scheme. The grey colour palette typifies the raw essence of industrial styling with flat panel radiators being one way to introduce 

Harmonique MD060

Sequel V TM006

UK TOWEL WARMERS & RADIATORS Vogue (UK) Ltd Strawberry Lane, Willenhall, West Midlands, WV13 3RS United Kingdom T: +44(0) 1902 387000 F: +44(0) 1902 387001 E: info@vogueuk.co.uk W: www.vogueuk.co.uk

Product Feature, Heating

“Heating the home doesn’t just start and end at radiators, one of UK’s leading stove and fireplace manufacturers Stovax, has designed a fire that essentially redefines what it means to ‘burn cleanly.” Leirvik ‘Flueless’ gas stove, Focal Point Fires

any colour, material or finish your client wants.” The introduction of atypical materials and finishes has also become the latest look in interior fashion, compelling the need for more unexpected, advantageous heating design at the higher end of the market. Steve Birch, Sales Director, Vogue (UK) explains “Helping to create a minimalist aesthetic, metallic finishes are elevating contemporary heating designs for the better, welcoming new finishes like brushed and bright nickel or antique copper or brass as a point of difference. This desire has also led to developments in texture, allowing homeowners the opportunity to move away from the standard smooth, highly polished chrome aesthetic. The market now offers a choice of matt finishes and tarnished effects to choose from, and for the height of contrast, homeowners can combine this 86

style of rail finish with an integrated flat panel radiator in granite or coloured glass. This is a great way to give your customers a sense of personal style, as well as move away from the standard white finish to create a heating solution suited to any décor, interior or individual.” If your customer is price led over form and function, then it might be worth discussing heating systems that offer eco-conscious features. Green credentials still remain a talking point amongst the mid to high end consumer, so it is definitely worth noting some of the more technical characteristics that could ultimately clinch the sale. Heating the home doesn’t just start and end at radiators, one of UK’s leading stove and fireplace manufacturers Stovax, has designed a fire that essentially redefines what it means to ‘burn cleanly’. Featuring unique airflow dynamics that facilitate highly efficient, state of the art 

Product Feature, Heating

combustion systems, the new Elise range produces magnificent rolling flames and ample warmth, whilst lowering emissions to an absolute minimum. The progressive design makes it not only one of today’s cleanest burning, carbon neutral fires, but also compliant with the forthcoming exacting Ecodesign standards for 2022. The Elise is a clean, contemporary designed fire range at the pinnacle of clean burning performance which is characterised by a precise balance of efficiency, performance and user control. This growing level of confidence in renewable energy is primarily due to the unpredictable fuel prices that continue to fluctuate. Eco design features are therefore a unique selling point for all types of space heater not only reducing running costs and emissions, but also improving performance and productivity too.

“Both the Leirvik and Dalvik models feature all the benefits of innovative catalytic technology; 100 percent efficiency, reduced running costs and simple installation and a new clean burning ribbon burner. As no chimney is required 100 percent of the heat is distributed into the room.”

Leirvik ‘Flueless’ gas stove, Focal Point Fires

Not just relatable to domestic projects, commercial properties such as office buildings, retail stores, sports facilities and even care institutions also need to be considered in terms of heat supply. Ben Tansey, Director at re:heat agrees and says “Heating is one of the most prominent and unpredictable costs involved in running a care home, but it is also critical to the comfort, safety and general wellbeing of the residents. Due to old age, ill health or a combination of the two, the population of the average care home feel the cold more, and as a result most homes maintain relatively high internal temperatures of between 24 and 26 degrees Celsius, 24 hours a day, every day of the year.” Ben of re:heat continues “Most care homes still rely on fossil fuels, but a host of pressures will make this increasingly unsustainable in the years to come. These include a predicted significant increase  87

Product Feature, Heating

in the numbers living in care homes, an increase in the cost of energy bills and legislative demands such as the Energy Performance Certificate (EPC) and the requirement to reduce carbon emissions. Renewable heating technologies are a potential solution and with many care homes reliant on a large, ageing, inefficient boiler, it could be time for more operators to invest in a new, modern biomass alternative. Biomass boilers can reduce heating costs by up to 50%, lower carbon emissions, prevent fluctuations in heating costs related to oil and gas prices and qualify for the Renewable Heat Incentive scheme (RHI), meaning that installing a biomass boiler can earn the user money over a period of years.”

Sequel V Towel Warmer Radiator, Copper finish, Vogue (UK)

Other eco-friendly heating options include mains gas, the cheapest and least polluting conventional fuel to choose. With that, Focal Point Fires comes to the rescue of thousands of UK homeowners 

“‘Micro Combined heat and power (CHP)’ which generates heat and electricity simultaneously. Designed to replace domestic boilers, it is fueled by gas and generates electricity as a bi-product.” Vintage Towel Warmer, Antique Bronze finish, Vogue (UK)

Why ArtiCAD is a smart choice for your business Things are changing in the KBB software landscape as consumers become more tech savvy. Your customers expect to easily engage with you online, in-store and from any location. n. It’s It s time to embrace technologies that deliver an interactive customer mer journey.

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Product Feature, Heating

and renters by unveiling its scandiinspired new Leirvik and Dalvik ‘Flueless’ gas stoves. Consumers will no longer need to spend thousands of pounds to install a flue, or have their chimney cleaned to enjoy all the benefits of a cosy fire in their homes. No chimney or flue is required to run a ‘flueless’ gas stove plus each unit is simple and cheap to install.

Ballerina Towel Warmer, Melange finish, Vogue (UK)

Ben Upham, Creative Design Manager at Focal Point Fires, says “This winter we’re really proud to unveil our new flueless designs. Our main aim at Focal Point Fires is to educate consumers about their choices when it comes to heating homes and help them save money in the long run. Installing a flue costs up to £2,000 - an unnecessary expenditure when there is such a wide range of flueless designs available to suit so many different homes.” Ben continues “Both the Leirvik and Dalvik models feature all the benefits of innovative catalytic technology; 100 percent efficiency, reduced running costs and simple installation and a new clean burning ribbon burner. As no chimney is required 100 percent of the heat is distributed into the room, making them not only an extremely reliable source of heat but a very affordable one too.”

Centro Towel Warmer by Aestus

Another new innovation in its infancy is ‘Micro Combined heat and power (CHP)’ which generates heat and electricity simultaneously. Designed to replace domestic boilers, it is fueled by gas and generates electricity as a bi-product. Nevertheless, due to its higher price tag, Micro-CHP is significantly more expensive to install than a gas boiler meaning so market acceptance is slow. In spite of this there is still a real incentive for you to mention this new technology to your customers’: the first 30,000 people to install CHP will be eligible for the feed- 

Product Feature, Heating

in tariff (FITs) for a period of 10 years and in theory, get paid for the electricity generated. For further information on this extremely advantageous UK Government scheme, please visit this link www. energysavingtrust.org.uk/renewableenergy/electricity/solar-panels/feed-tariffs. One of the UK’s leading manufacturers of water based underfloor heating systems, Polypipe, also recognise the importance of green living and champion its range of discreet heating solutions for the home. Expert knowledge, quality installation and reliable after-care is crucial for your customers, so visit your local bathroom or kitchen merchant, talk to your suppliers, find out what the latest heating products and trends are and be confident in what’s available for you and your customers.

“The first 30,000 people to install CHP will be eligible for the feed-in tariff (FITs) for a period of 10 years and in theory, get paid for the electricity generated.”

Aestus Spring, Designer Italian Collection

Trends by Houzz

THE DEFINITIVE GUIDE TO GETTING REVIEWS THAT LEAD TO NEW BUSINESS Most KBB installers will know the value of getting testimonials from satisfied customers to help secure new business. However, things move apace these days and just as we use social media to research hotels before booking our holidays, so do many homeowners use the same platform to assess tradespeople before employing them. The strength of your reviews is one of the first things homeowners look at when determining whether to hire you for a project. Reviews serve as online referrals to give you credibility and show potential clients what to expect if they hire you. Strong references from past clients can make the difference between an interested customer appointing you or not. Houzz, the leading platform for home renovation and design, shares its insider tips and techniques for building your reputation online. Personalise your requests Isnâ&#x20AC;&#x2122;t it nice when you receive a personalised thank you note from a homeowner for completing their project? Similarly, your clients will feel the same way when they receive a personalised request for reviews. Generic messages ď&#x201A;&#x161;

Trends by Houzz

may be easier to send, but they are less likely to convince clients to send a review. “Our customers don’t have time to read every email they receive, so we come up with personalised notes to catch their eye. There’s nothing fancy about it and it costs us nothing but time,” Cathy Cherry of Purple Cherry Architects, a professional on Houzz, says. “Creating an email template can make the process more efficient. We keep the bulk of the message the same and then just make a few lines personal here and there to make it special,” comments Jennifer Howard of JWH Design and Cabinetry. Always include the following in your emails: • A personalised greeting with the client’s name • A thank you for their business • An explanation about how reviews can help attract new clients • A link to your Houzz profile where they can leave a review Use one of these prompts to personalise your message: • Ask clients how they’re enjoying a specific feature you worked on • If you got to know them on a personal level, ask them how their family is enjoying their new home • During the holiday season, find out how they’re decorating their space Make your review part of the process It’s common to think about mentioning reviews after the project is completed, but bringing them up from the start and throughout the project can keep reviews in the forefront of your customers mind. Planting seeds from the beginning will

make it easier to gather reviews at the end of the project. “We try to mention reviews throughout the entire process, from the first call to the design consultation, even during and after the project,” comments Morgan Tedford of System Pavers, a Houzz professional. “The customer isn’t going to remember to write a review unless they see or hear the request at least three times. If they’re thinking about reviews throughout the whole process, they’ll be more likely to write us one after the job because they’re more familiar with them.” Request multiple reviews at once One way to make gathering reviews easier and more time efficient is to send out requests in batches. 

Trends by Houzz

“We wait until several projects are finished and then send out a review request to all of our clients at once,” Houzz professional Jenny Sneller of Sneller Custom Homes says. “Sometimes we have to ask several times because they’re busy, so I find it easier to follow up with five requests instead of one here and there.” Staying organised and keeping track of your past clients will make sure you don’t miss any opportunities. “I have an Excel doc that I use to keep track of projects I finish,” Howard of JWH Design and Cabinetry suggests. “Every couple of months, I’ll send out a bunch of review requests. If they respond, I’ll just check them off in my Excel doc. If they don’t, I’ll try again.” Tap your professional network To increase the number and scope of your reviews, you can reach out to your professional network as well. On Houzz, members of the professional community can fill out reviews as “Colleagues.” These reviews from your industry peers will provide a different angle of your business, which will impress not only potential clients, but also other professionals who may be looking to include you on a job. Sharon Flatley of Sharon Flatley Design advises, “I try to get reviews from our contractors and subcontractors because that helps build credibility. As soon as the project wraps up, we tell them we can share photos with them so they can use it on their profile, but we ask them to review us first. It’s a win-win.” Thank your clients for thanking you Responding to reviews shows that you truly value customer service because potential clients will see that you invest your time into communicating with all your clients. 94

The strength of your reviews is one of the first things homeowners look at when determining whether to hire you for a project. Strong references from past clients can make the difference between an interested customer appointing you or not. “It’s important to acknowledge people who took the time to write a review,” Tamara Akers of LTB Designs says. “That’s just part of being courteous. When I read the review, it helps me maintain motivation and continue work. I like to acknowledge that and just say thanks.” It also shows potential clients that you’re responsive and appreciative. Persistence pays off It can be tough to get reviews, but they’re worth the effort it takes. Reviews are your best tool for closing new business by showing that you meet or exceeded the expectations of past clients. The more reviews you have, the more likely potential clients are to see your business as credible and trustworthy, giving them confidence to contact you when they’re ready to start their project. Speak to the Houzz team If you’d like some help setting up a Houzz profile and start requesting reviews, the Houzz experts can offer you a free, personalised consultation call to give you the tips and tricks you’ll need to get the most out of the platform. Just email Houzz on ukprocommunity@houzz.com and they will be happy to help! Or visit www.houzz.co.uk/pro to sign up for your free business profile today.

Events

SIRIUS AGM & MEMBERS TRADE SHOW A HUGE SUCCESS! Sirius Buying Group, one of the industry’s major buying groups of electrical appliance retail is celebrating its most recent AGM & Annual Members Trade Show held in September at the Forest of Arden Marriot Hotel & Country Club, Warwickshire. The two-day event kick began with the Annual General Meeting on Tuesday 19th and this achieved an amazing 90% attendance! The Members Trade Show then took place on Wednesday 20th and this industry-rich event achieved an impressive 95% visitor turnout. “In terms of sales and though we are still assessing final reports, all indicators suggest that our exhibitor’s sales figures far exceeded last year’s trade show. All of our ‘Approved Suppliers’ exhibited at the show including Hotpoint, Indesit, Whirlpool, Hoover, Samsung, Liebherr and Smeg to name a few.” Commented Steve Jones, Commercial Director, Sirius Buying Group.

GROHE CELEBRATES ITS FIRST UK BLUE HOME COOKERY EVENT GROHE is celebrating the success of its Blue press and blogger cookery event, which saw more than 40 guests try their hand at recipes made with a fundamental ingredient – filtered water from a GROHE Blue tap. The three session event, held at the Underground Cookery School in London, took place in September. The classes emphasised the importance of ‘unbottled’ water both in terms of sustainability and the benefits and ease it can bring to everyday life. TV chef Ed Baines also highlighted the importance of using fresh filtered water offered by the GROHE Blue, to enhance the taste of food and allow natural flavours to shine, untainted by tap water.

Legislation

IMPORTANT CHANGES TO THE CONSUMER RIGHTS ACT On 1st October, the Consumer Rights Act brought together a number of different pieces of consumer law (including the Sale of Goods Act 1979, the Supply of Goods and Services Act 1982 and the Unfair Contract terms Act 1977) into one. So most of us should be familiar with what it says. But there are some significant changes but firstly, what remains unchanged? All products sold must be of satisfactory quality, fit for their purpose and matching the description and any claims made about them, even verbally and online. The products must be safe, durable and free from minor defects. If a product doesn’t meet these basic (and inescapable) requirements a consumer is entitled to a refund, repair or replacement. However, there’s been a lot of debate about when a customer is entitled to a refund or a repair and the new Act sets out clear timescales not only for this but also for delivery and refunds. It also makes installation (when provided by the trader) part of the product and not a separate issue. The key changes that furnishings retailers should be aware of include: 1 96

Delivery should be within 30 days unless you agree something different with the customer when they place their order

The customer has 30 days from the date of delivery or collection to reject faulty goods and have a refund

After 30 days the customer has the right to a repair or replacement of faulty goods (at their discretion). If the repaired or replaced goods are still faulty the customer then has a “final right to reject the goods” and so becomes entitled to a refund

Repairs or replacements must be done “without significant inconvenience” to the customer and at the trader’s cost however long the repair/replacement takes

After 6 months refunds can be reduced to take into account the time the customer has had to use the goods

The 30 day/6 month time periods are extended by however long a customer has to wait for a repair or replacement

Refunds must be given to the customer within 14 days

Installation is not a separate service, it’s part 

Legislation

of the goods: if the installation’s not satisfactory the customer can reject the goods

The flowchart shows, in simplified form, a customer’s rights when they make a purchase in your store (if they purchase over the phone or when they’re at home they may have additional rights to cancel – see the note). It can’t cover every situation, so please take advice or contact me directly if you have specific questions. Standard terms in customer contracts (the small print on the back of your sales orders and/or website) have been unenforceable if they “cause a significant imbalance in the parties’ rights and obligations to the detriment of the consumer”, but in the new Act this is extended to all terms and conditions, even if they are individually negotiated with the consumer (ie not standard terms).

The Act also covers “digital content” including downloads and software, alternative dispute resolution and “enforcement” (who is able to take action against traders who breach the rules and how this is done, including your obligations to co-operate with any enforcement agency). If you’d like to read the Act for yourself, or at least have a copy on file you’ll find it online at: www.legislation.gov. uk/ukpga/2015/15/contents/enacted and you’ll also find more information by searching for the Act on the Citizen’s Advice website (www.citizensadvice.org. uk). Please remember that whilst this article has been carefully researched it isn’t intended to be legal advice and shouldn’t be treated as such. www.richard-renouf.com 97

xxxx Q &A

Can you explain briefly your involvement with the BiKBBI?

Q& A WITH VINCE LINNANE

In the autumn issue of The Installer we target BiKBBI board member Vince Linnane. Vince joined the board in February 2016 and specialises in risk management and underwriting of risks in the construction industry. He has a particular interest in protecting retail customers for some of the largest blue-chip retailers as well as national organisations that raise standards within their respective industries. 98

I’m a non-executive Director alongside a really great team at the BiKBBI headed up by Damian. I think sometimes it helps to have someone to act as a sounding board for ideas, if only to shoulder some small part of what are heavy responsibilities, lend support with initiatives where I’m a bit longer in the tooth, to quote the song I’ve made my mistakes, and I might give some historic and broader perspectives to consider. What interests you most about your association with the institute? It’s about working with a team of people who are genuinely passionate and have the capacity to create and raise standards to benefit members and ultimately their customers. I could go on at length on this as we’re all pretty passionate that the skills and professionalism of BiKBBI members are recognised and rewarded. If you could change one thing in the industry what would it be? BiKBBI is about positive change so we’re already there with the three core

pillars, around Education, Standards and Support but I’d be led by anything the members felt would add to this and I’d do my best to support. Particularly there is the impending skills gap and shortage within the construction sector where we will need to compete hard to continue to attract quality people into the KBB sector where our initiatives on Apprenticeships, CPD and Retraining are in our armoury. 

Q&A

On the lighter side, who or what makes you laugh? Apart from my friends. I’ll always switch channels to watch Sean Locke but generally I’d say observational comedy, Billy Connolly, and satire with people like Matt Groening who created The Simpsons. With both there’s a kind of relevance where one pokes fun at everyday life and satire is funny with a social commentary to improve or inform at the same time. Name 3 people past or present that you would invite to a dinner party? Assuming my mates are not, I’d go for a real mix of intellect and fun. So, Nikolas Tesla, Oliver Reed and Marilyn Monroe. Name 3 you’d least like to invite? Everyone’s welcome to my dinner parties! I find it valuable to talk to everyone, to get their views, and where better than in a relaxing atmosphere. So I’d struggle to suggest anyone unless it’s the Grim Reaper. Favourite sport and team or sports person? Tough one as Rugby is great, Football is exciting,

but it would be Basketball. The team I follow is Cheshire Phoenix in part because I used to play for their precursor when they were an amateur team in Ellesmere Port. For an individual, who cannot like Bill Beaumont the English Rugby Captain of many years ago? Name your first car? Well it was an Alpine, not the flashy sports car, but the opposite end. A Chrysler Alpine which was the box shaped family car handed down to me which didn’t really matter at 18. The first one I’d bought was a rickety second hand Triumph Spitfire for £450. Favourite quote (business or otherwise)? I quite like Winston Churchill’s “Success is not final, failure is not fatal: it is the courage to continue that counts.” Name one possession you could never do without? Both bad and good, but its my mobile. I used to stop off at a telephone box to check in with work and so it’s much more convenient but 24/7 availability can be tough for all of us.  99

Q&A

Favourite movie? I really enjoy Sci Fi, such as Alien, Firefly, Star Trek too but it would have to be Shawshank Redemption. It’s worth a watch but just to say, spoiler alert, what’s not to like where a guy takes 17 years to dig a 10ft tunnel with a tiny pick hammer. Name your 3 Desert Island discs? I find that music brings back great memories to life and so I’d pick “White Riot” by The Clash for my Uni days, “Teenage Kicks” by the Undertones for London life and, whilst a bit of a cheat, any song from Queens spectacular Live Aid performance. What animal do you most resemble at work? A Polar Bear I guess. Although I’m actually a pretty relaxed person I’m can be quite tenacious when representing my clients as it is important to me that they get the best deal. And at home? Has to be another bear, might be a trait here, a Panda as they’re good at relaxing.

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Tell us a secret about yourself? I was one of the first gamers to play competitively in multiplayer online gaming. A long way back then my reaction speed was pretty good so I was ok but there far fewer players around then. What’s been the best day of your life (keep it clean!)? I’m lucky as there have been a few best days and so it’s difficult to pick one. I scored a hat trick representing UK forces schools against the German team on their home ground so that was pretty special made even better as my Dad was watching. But I’d have to pick where I’ve been really fortunate to be Best Man a few times, sometimes for the same one!, but it’s about friendship and it’s pretty amazing to be invited to be a part of what is a very special day, even though most of it was spent scribbling a speech. Finally, what’s the best piece of advice you’ve ever been given? Life is not a dress rehearsal.

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Product Portfolio CLASSIC ‘BRAMHAM’ – A COLLECTION FOR AN ENTIRE HOME Daval is a true pioneer of made-to-measure fitted furniture and Bramham is a great example of a multiroom furniture collection: The Bramham kitchen (pictured bottom right) is a modern shaker, in-frame design and is crafted in solid oak and seen here in a Porcelain finish with new chrome cup handles and matching knobs. Bramham’s Chefs Pantry (picture left) is perfect for kitchen or utility rooms. Bramham Mussel Cabinet is perfect for a kitchen, living or dining solution as it utilises redundant space or bare wall creating a classic dresser with mix of open shelves and closed base units. The collection is completed by the Bramham Boot Room which is manufactured for utility room, hallway or landing spaces. www.daval-furniture.co.uk

CROSSWATER INTRODUCES ‘ZION’ New from Crosswater, the Zion floorstanding basin exudes versatility as its slim cabinetry projects into the room by just 37 cm, saving on precious floor space and helping to create a popular contemporary look. Three widths are available ranging from a compact 60 cm, ideal for cloakrooms, to an impressive 120cm unit that is suitable for family bathrooms and larger wash spaces. Zion is complemented by a fine fire clay basin; the surface combines state-ofthe-art innovations in ceramic firing with a triple glazed coating that results in a superior level of hygiene alongside a highshine finish. Zion is available in three finishes: timeless gloss white and two attractive wood-effect finishes complete the range. www.crosswater.co.uk

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Product Portfolio

GROHE’S LAUNCHES ITS FIRST EVER CERAMICS RANGE GROHE, renowned leading provider of sanitary fittings, has launched its first ever ceramics range in the UK: the new Bau collection harnesses parent company Lixil’s 80 years of expertise in the ceramics market and pairs it with GROHE’s years of awardwinning innovation and design leadership. GROHE now provides a high quality and easy maintenance solution for installers and all from the same brand. Offering wide design variety, installers can choose between basins, toilets, urinals and GROHE Bau Cosmopolitan accessories, such as soap dispensers and towel rails, to ensure a perfectly matching offering for their end customer. www.grohe.co.uk

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Social Scene

Maybe a re-think was needed for tiling over tiles

Electrician or plumber?

Let's just hope they don't want to open their window

ne ... e c s l Socia funny w e f A m ts fro e p p i sn rld of o w e th media l a i c o s

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Great planning!

Social Scene

Great to save time on breaks

. ne .. e c s al y Soci funn w e m Af s fro t e p snip rld of wo the edia m l a soci

Never miss your favourite TV show!

'Handy' handles

Don't worry, those pipes will bend to here!

Seen anything funny on the net? Follow us. Join us on our Social Networks 105

Directory BiKBBI Corporate Sponsors

www.wearepolar.com

www.johnlewis.com

www.armitage-shanks.co.uk

www.publicityengineers.com

www.kindred.co.uk

www.blum.com

www.trade-point.co.uk

www.moores.co.uk

www.ubm.com

www.omegaplc.co.uk

www.wilsonart.co.uk

www.premierbathrooms.co.uk

www.aqualisa.co.uk

www.bushboard.co.uk

www.classic-marble.com

BiKBBI Retail Partners

www.fitfrankefirst.co.uk

www.festool.co.uk

www.diy.com

www.bathstore.com

www.symphony-group.co.uk

www.wrenkitchens.com BiKBBI Strategic Partners

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www.hippowaste.co.uk

www.handicare.co.uk

www.ideal-standard.co.uk

www.haus.store

www.ageuk.org.uk

www.bathroom-association.org