This week we are celebrating APHC’s Quality Plumber Week, in Partnership with Installer, an annual nationwide industry initiative that promotes outstanding plumbing and heating professionals and the important work they do each day.
Quality Plumber Week is all about shining a spotlight on the positive work happening in our industry, bringing people together and recognising great work, but what does ‘Quality’ actually mean?
APHC spoke to installers and other industry figures to get their thoughts on the topic and encouraged them to share what ‘quality’ means to them.
What does being a Quality Plumber or Heating Engineer mean to you? How do you interpret the word Quality.
Kevin Clark, Head of Technical Operations, BPEC: Quality can mean many different things to many people. For me, being a quality Plumber or Heating Engineer means consistently performing to a high standard, not cutting corners to save on time or cost, being professional and maintaining standards.
Julian Hodgson, Quality Assurance Consultant, APHC: To me it means consistently delivering the highest standards of workmanship, professionalism and customer care. Quality is doing every job safely and efficiently while ensuring the customer has confidence in the service and the long-term reliability of the installation. It is about taking pride in your work and always striving to exceed expectations.
Mark Antrobus, Millside Heating, APHC President and BPEC Chairman: Quality in our industry is down to the service that you provide and how you prioritise your time to fulfil expectations of the customer. I have always believed in service before self and going that extra little bit of distance to exceed expectations. It’s how you deliver that makes the difference.
Daniel Roberts, Technical Manager, APHC: Obviously an installation has to work, be safe and compliant, but I think quality is about the way you approach the job. It’s doing the job properly rather than just quickly. I also think quality is about the customer experience. Are you leaving the property clean? Have you explained the system to the customer? Have you completed the documentation properly? Would you be happy putting your name against that installation?
Daniel Young, D Young Plumbing and Heating: When I hear the word quality in relation to plumbing and heating contractors, I think of standards, professionalism and someone who takes pride in their work. Someone who knows what they are doing and makes sure the customer/client is happy at the end of a job.
Adam Dare, Eco Renewables: Quality is about caring about the whole job, the design, choosing the right equipment and understanding what you’re trying to achieve before you even pick up a tool. Then it’s the installation itself, the materials you use, how the pipework looks, how the system is commissioned and ultimately how efficiently it performs. I always say I want to leave a customer’s house better than I’d leave my own. I genuinely get a lot of satisfaction from standing back at the end of a job and being proud of what we’ve installed.
With new technologies, low-carbon heating and changing regulations, is the definition of a quality heating engineer changing?
JH: Yes, the definition is evolving. While the foundations of quality remain unchanged, today’s heating engineers must also understand low-carbon technologies, energy efficiency and increasingly complex regulatory requirements. A quality engineer is now someone who can successfully adapt to change while continuing to deliver customer-focused solutions.
MA: Very much so, technology is changing at ever increasing pace and this side of our industry is very much in the fast lane. AI is becoming a major influence in controls, as well as how we work and the regulations that we work within. Having been in the industry for over 40 years, I have seen many changes, but I’ve seen as many if not more in the last 3 to 5 years.
DR: The knowledge required is definitely expanding and the systems we’re working on are becoming more integrated. So, I don’t think being a quality heating engineer means abandoning the traditional skills, we now have to build on them. The industry is going to continue changing, so being competent can’t be something you achieve once and then forget about.
DY: If anything as technology and regulations change it is only causing progression in the industry. Making engineers think more of what they are doing and what impact it has, and all for the better. To be able to create a more economical solution to heat a home is only another skill to add to an almost never-ending list which ultimately adds to the quality of an engineer.
AD: Definitely. Being able to make beautiful pipework is still important and always will be, but you need to understand the building as a complete system now. With heat pumps especially, small design decisions can make a big difference to efficiency. I think the best heating engineers of the future will almost be part installer, part designer and part engineer. And personally, I think that’s what makes the industry so exciting at the moment.
What do you think consumers often misunderstand about the skill, knowledge and responsibility involved in plumbing and heating work?
KC: I think generally there is a lack of consumer awareness around notifiable work requirements under the Building Regulations and the potential implications for the homeowner where the requirements are not met. Plumbing and Heating work can be very complex requiring extensive technical expertise, which can sometimes be overlooked resulting in costly implications or even disastrous consequences. Using a reputable Plumbing and Heating company is a must for all consumers.
JH: Many consumers underestimate the level of technical knowledge, training and ongoing professional development required to work in our industry. Engineers invest significant time and money in qualifications, certification schemes, trade association memberships and continuous training to stay compliant with evolving regulations, technologies and safety requirements. There is a great deal of responsibility involved in ensuring systems are installed and maintained safely and correctly.
MA: Customers and consumers have an expectation and tarnished opinion of trades and I believe that they are detached in what regulations and standards we have to work to, and unfortunately the vast majority of the time they only see the end product and not what we have to do and achieve to deliver that point.
DR: I think sometimes there’s a perception that plumbing and heating is simply a practical trade you turn up with your tools and fix something. Consumers see the finished product, and they don’t necessarily see everything that sits behind it. There’s actually a huge amount of knowledge involved and there’s the responsibility of working on systems that can involve potentially quite significant consequences if something is installed incorrectly.
DY: There’s a massive misconception that Plumbing and Heating is easy. The knowledge gained over years of experience and what will have been passed down is what is needed when things go wrong. I think there can be a massive naivety around the consequences if this happens…. Water can cause so much damage in a home leading to costly repairs. I also think the rise in social media can also create a misunderstanding of ‘how easy’ plumbing is.
AD: People still don’t realise how much knowledge installers have. Especially now with heat pumps and low-temperature heating, you’re not simply connecting pipes together and two systems can look very similar on paper but perform completely differently depending on how they’ve been designed, installed and commissioned. That’s why I think customers need to be careful about comparing installers purely on price. You’re not necessarily buying the same thing.
Why is it important for in the industry to raise awareness of the positive parts of our industry?
KC: Raising awareness of the positive aspects of our industry is crucial for long-term growth and attracting the next generation. In my opinion, in the modern world of social media there’s too many negative posts which naturally gain traction and make the headlines for all the wrong reasons. There’s lots to celebrate about our industry and we need to continue to promote wherever there is an opportunity.
JH: It is important to highlight the positive aspects of our industry because it helps build trust with consumers and showcases the professionalism, expertise and dedication demonstrated by the vast majority of engineers. Promoting good practice encourages higher standards across the sector and helps attract talented individuals into the profession.
MA: I think it’s vastly important, we all need to educate the general public and customers about the rules and regulations that we work to and in doing so this will lead to a greater understanding of the importance of what we do as plumbers. World health is greatly affected should we not have clean water and sanitation.
DR: If somebody has a bad installation, or there’s a failure, that’s what people tend to hear about. But there are thousands of good installations carried out every day by people who take enormous pride in what they do. I think we need to be much better at talking about that. If all young people hear about is the negative side of plumbing and heating, why would they want to join it? We should be proud of the skills, responsibility and opportunities that exist within the industry and actually tell people about them.
DY: I believe Plumbing and Heating is taken for granted in today’s society. Without Plumbing and Heating Engineers there would be no running water or warmth in our homes, and this is something that should be made an awareness of. Anyone who is a Plumber or Heating Engineer should be proud of what they are able to provide. I also think it is needed to attract more trainees and apprentices into the trade. A short fall throughout the construction industry will cripple the country in years to come.
AD: Unfortunately, you tend to hear more about the bad installations than the brilliant ones. We need to show people that plumbing and heating is a highly skilled profession and also show younger people what sort of career is available to them. The industry is changing massively and I think there’s a huge opportunity for the next generation.
What are some of the things you think our industry is good at?
JH: Every day, engineers improve people’s comfort, safety and quality of life while adapting to new technologies and industry developments. The commitment shown by many installers to providing excellent service and maintaining high standards is one of the industry’s greatest strengths.
MA: I think this goes without saying, keeping clean running water on tap, providing sanitation, and a phenomenon contribution to medical science over the many years.
DR: I think we’re very good at solving problems. Give a good plumber or heating engineer a problem they’ve never seen before and generally, they’ll work through it. I also think there’s a huge amount of practical knowledge within the industry. There are engineers who have been doing this for 20, 30, 40 years and they’ve accumulated an enormous amount of experience. We’ve got a very skilled workforce.
DY: As previously mentioned, without Plumbing and Heating Engineers the world would be a different place. Also, it’s the transferable skills we learn on the job, we pick up other abilities such as electrics, joinery, tiling and general problem solving and manual skills. Rarely do all these other trade skills integrate.
AD: I think we’re incredibly good at adapting, we’re moving from traditional boilers towards heat pumps, renewables, smart controls, solar, battery storage and much more integrated systems. I’ve seen a huge change even during my own career. There’s also a great community within the industry. Some of the best things I’ve learnt have come from speaking to other installers and sharing knowledge.
What could our industry do more to improve on?
KC: From a Governmental and legislation perspective, tighter regulations and scrutiny around unqualified individuals working on Plumbing and Heating systems to protect consumers and the interests of legitimate Plumbing and Heating businesses.
JH: The industry could do more to celebrate and promote examples of good practice. By shining a spotlight on skilled installers who consistently deliver excellent work, we can help raise standards, improve public perception and encourage others. Greater public awareness of professional accreditation and quality assurance schemes would also benefit consumers.
MA: I believe if the industry was regulated more, we will be able to deliver a far better stringent and well delivered product and gain further respect from the people we serve on a daily basis.
DR: There are some fantastic engineers out there, but the standard isn’t consistent across the whole industry. We need to get better at things like documentation, commissioning, customer handover, keeping records and demonstrating what we’ve done. I also think we need to embrace continuing learning, if the technology and regulations have changed, we have to change with them.
DY: I think there needs to be a competent register for trades people. Similarly to Gas Safe for Heating engineers, I think WaterSafe should be mandatory for Plumbers to be registered to help eradicate cowboy plumbers. Anyone who works on any water within a home should have to be registered to do so and have completed some sort of professional training programme. It’s always the unprofessional, unqualified that give the rest of the industry a bad name.
AD: Technology is moving quickly and we have to keep learning, we can’t keep doing things just because historically we have always done them that way. I’d also like to see more emphasis on design and commissioning rather than just installation, particularly with heat pumps. We also need to do a better job of explaining that quality has a value. The cheapest installation isn’t always the cheapest system to own for the next 15 or 20 years.
What is one thing you would never compromise on when it comes to quality?
KC: Tough question! There’s lots to choose from that’s important but if I had to narrow down to one thing only it would be materials. In general, the quality of materials can be wide ranging with lots of new products and manufacturers entering the market (often at a lower cost) than the established manufacturers in the industry. Cheaper isn’t always better!
JH: I would never compromise on customer care or the quality of my workmanship. Every customer deserves a professional service, honest advice and work that is completed to the highest possible standard. These principles are fundamental to building trust and protecting the reputation of both the engineer and the industry as a whole.
MA: The service I provide and how I deliver it, including the work I carry out and the pride we put into the work we do. As I’ve said previously service before self.
DR: I wouldn’t compromise on safety. If I know something isn’t safe or isn’t right, I wouldn’t be prepared to sign it off just to get the job finished. It might mean telling customers, ‘That’s going to cost more,’ or ‘That’s going to take longer,’ but if it’s the right thing to do, that’s the conversation you have.
DY: Mainly for me, it is product selection. Making sure what I fit is approved by WRAS etc. And good quality. Fitting substandard items will only then result in a substandard service, creating unwanted call backs and loss of time and earnings.
AD: Pride in the finished job. There are always different ways of doing something, cheaper materials or shortcuts available, but I don’t want myself or anyone working for Eco Renewables walking away from an Installation and knowing you could have done better. If our names are on it, we should be proud of it.
What would you say to a young person considering a career in plumbing or heating?
KC: If you are prepared to work hard the Plumbing and Heating industry can offer wide ranging and endless opportunities with a rewarding career. I’m a big advocate of apprenticeships and this is this the perfect route for any young person considering a career in Plumbing or Heating. Getting paid, learning on and off the job and gaining valuable on-site experience while working under the supervision of an experienced and qualified tradesperson is a perfect fit. When I was younger, I really disliked school and was disengaged with education. I left secondary school as a 16-year-old with not much prospect but I did enjoy working with my hands and was interested in working in a trade. I was very fortunate to gain a Plumbing & Heating apprenticeship (with the big help of a family friend!) which was the start of my career. In my opinion apprenticeships are the gold standard route into any technical industry and would strongly advise anyone seeking to enter a trade to go down this route.
JH: I would strongly encourage them to pursue it. Plumbing and heating is a rewarding, varied and future-focused career that offers excellent opportunities for progression and personal development. No two days are the same, and with emerging technologies, it is an exciting industry to be part of both now and in the future.
MA: This is a particularly hard question to answer as there is so much I could say. I would encourage them to enter a proper well-run apprenticeship and to achieve the maximum amount of skills and qualifications they could possibly gain. I have championed apprenticeships for many years now and I’ve mentored my own Apprentices. The industry is very rewarding and worthwhile career.
DR: It’s a fantastic industry if you’re prepared to learn and prepared to work hard. I’d say to a young person, don’t just focus on getting the qualification, focus on becoming good at the job. Learn why you’re doing something, not just how to do it. Ask questions. Listen to experienced people. Read the manufacturer’s instructions. Take pride in your work. If you do that, you’ve got a trade that can give you a really good career for a very long time.
DY: I would encourage anyone considering a career in the industry to give it ago. The skillset that is developed is second to none and the avenues it can lead to are very extensive. Plumbing isn’t just fixing leaky taps, when you gain the knowledge of how things work and how to problem solve you can go on to almost any career or other industries.
AD: I’d tell them to absolutely go for it. The industry is changing massively and I think someone starting now has an unbelievable opportunity. You can build a brilliant career, earn good money, start your own business if that’s what you want, and work with technology that genuinely has a part to play in the future.
Find out more about Quality Plumber Week here: Quality Plumber Week | APHC | Quality Plumber Week