On Point issue 2 Newsletter from Window Ware

In this issue...

PAS 24 PAS 24

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Insight Data brexit exclusive Page 2

PAS 24 top tips Page 2

Meet the internal sales team Page 4

Window Ware Welcome to the second issue of Window Ware’s jam-packed newsletter, On Point.

It’s been ‘all go’ at Window Ware! We’ve been busy expanding our product offering to give our fabricators and trade counters convenient, one-stop access to an unrivalled choice of hardware solutions which will help them to grow and differentiate their business. That includes products like the Avantis and Kubu multi-point door locks mentioned opposite, plus all the new arrivals featured on page 3.

As well as strengthening our product range, we’ve been tirelessly searching for new ways to build on our superior levels of service and enhance communication. We want to fast-track our customers straight to the answers and information they need, as well as create closer, stronger working relationships that better connect customers with our highly knowledgeable sales team and product managers! Our goal is to ensure that whenever you contact Window Ware, whomever you talk to and whatever your hardware requirement, you’re always looked after efficiently and professionally with best-fit products, individualised support and a reliable delivery service that’s guaranteed to get results.

Turn to the back page now to get the inside scoop on our service improvement drive and meet our office-based sales team.

Thanks for reading!

Sam Nuckey Managing Director

Fresh from FIT Show

partner with Avantis Hardware Ltd

“We’ve been working incredibly hard over the past few years to reposition ourselves as a multi-brand distributor, renowned for offering fabricators choice, value, first-class customer service and excellent product know-how. Avantis hardware will help us continue those efforts as we partner to provide great service to this well recognised brand” Window Ware now stock three types of Avantis highperformance multi-point door locks; the 550 and 650 series locks for PVCu doors, plus the 750 series lock for timber and composite doors.

Window Ware is now the exclusive distributor in England & Wales for Avantis Hardware products.

As well as traditional mechanical locks, Window Ware This new partnership gives fabricators and installers will also become the place to source cutting-edge across the nation access to the Avantis range of Secured Kubu-equipped Avantis door locks which aim to bring

by Design multi-point door locks, plus their new set- smart hardware to the masses! for-smart Kubu door lock which was showcased at this year’s FIT Show and will be ready for wide-spread distribution later this year.

Avantis Hardware Ltd has been pushing boundaries and meeting hardware needs with high levels of design, technical acumen and industry experience since the company was set up by CEO Mark Bromley in 2006.

Mark revealed why Avantis chose Window Ware as its strategic distribution partner for the Kubu Smart Lock.

He said, “They are, without doubt, a distributor who values brand awareness and has a proven track record in positioning and enhancing new and existing brands.

After many years of development, this is exactly the type of partner Avantis needs for Kubu. The decision was made even easier once I had met Window Ware’s external sales team. They are extremely passionate and motivated with many years of experience. It’s very clear Window Ware will drive Kubu forward in the market.

We are very excited about our future partnership with Window Ware.”

Window Ware’s Managing Director, Sam Nuckey, was keen to endorse this new and exciting partnership. She explains....

Avantis

Kubu-Equipped

Multi-point door lock

Set-for-smart door lock

Ultimate protection against forced entry and Future-ready and affordable for fabricators impenetrable weather proofing - Achieved Easy, low-risk way to meet rising demand for smart

with large opposing chamfered security hooks, a hardware even at high volume, as it causes no triangulated 25mm deep throw centre deadbolt disruption or additional work on the factory floor. and optional roller cams.

4 Fabricators can offer smart hardware as standard and in volume

We’ve hotfooted it back from the UK’s largest door and window trade exhibition to bring you our pick of the products on show and all available here!

4 Tested to PAS24 & BS6375

If you managed to visit FIT show this year, there were probably plenty of products that caught your eye with the potential to answer some of your most pressing hardware needs. Well you’ll be pleased to know that you don’t have to go far to find what you’re after!

4 10-year mechanical guarantee

Discover the very latest and greatest door and window hardware from many of the industry’s leading brands that exhibited at this year at FIT Show all under one roof at Window Ware.

4 Unique french door keeps gives increased clearance

4 SDB accredited 4 Corrosion-resistant to EN1670: grade 4

4 Profile specific one-piece keeps

4 Homeowners or installers can purchase hub & module 4 Easy-to-install, battery powered, & long life 4 Free marketing materials to help you sell to your customers

Check out our FIT Show product line-up on page 3…

Summer 2019

4 Give yourself the edge over your competitors

Issue 2

windowware.co.uk

01234 242724

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PAS 24 PAS 24

How to PAS 24 with flying colours!

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If you’re putting your door or window set through PAS 24 security testing, here are our top tips to ensure a pass first-time. By Rob Vaughan, Window Ware's Technical Manager

First things first, make sure you speak to your Window Ware Area Sales Manager as soon as you set off down the PAS 24 testing path. Regardless of whether you’re seeking certification on doors or windows, this really is the best bit of advice we can give you.

It’s important to remember that just because you’re using PAS 24 compliant hardware in your product, you’re not automatically guaranteed a pass. Correct fabrication is just as important. For example, something as simple as wrong screw choice or a misplaced drainage hole, could create the chink in the armour that causes your whole system to fail. Your ASM will be able to work with you from the outset to recommend the right hardware, provide advice and help fine-tune to give your finished products the very best chance of sucess during testing.

Top tips for window testing

Top tips for door testing 1

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GT

WINDOW PRODUCTS LIMITED

Hinge: There isn’t a friction stay on the market that will pass PAS 24 without the addition of a hinge protector.

That makes resilient little devices like the new Stay-Guard from GT Window Products an essential component on your window. Made of strong, rust-resistant high-tensile steel and available in different stack heights, the Stay-Guard protects any friction stay from attack.

Hinge: The change in PAS 24 which reduced the amount of deflection allowed down to 50mm from 100mm has meant many hinges require additional support. We recommend fitting the Quad-Guard from GT Window Products. A simple but effective device that requires no additional routing to give extra support on the hinge side.

GT

WINDOW PRODUCTS LIMITED

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Letterbox: We offer the Yale Postmaster Professional TS 008 Approved Letterplate, which offers excellent weather performance and is backed up by a 10 year mechanical guarantee.

Lock: We have an extensive range of locking systems that have already been used in PAS 24 testing. The Yale Encloser and the MACO Reverse Action Inline Lock both suitable for PVCu, aluminium and timber profiles, the Kenrick Nemesis specifically designed for aluminium systems or the SBD-approved Cotswold Sinidex security window lock. Whatever material you're testing, you can be confident Window Ware will have a solution.

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TROJAN ...The Strength of Hardware Design

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GT

WINDOW PRODUCTS LIMITED

Glass: If you want to be sure your windows will stand up to the manipulation tests, make sure you fit glass retention devices like the effective, affordable Snap-Lock from GT Window Products. Fitted properly, they make life much harder for opportunistic burglars trying to gain entry by removing the glass unit from the sash. Snap-Lock is compatible to both windows and doors alike.

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Cylinder: The minimum requirement for PAS 24 compliance is a 3-star TS007 solution. You can achieve this grade in several ways, either by combining hardware like the Trojan TS007 2-star security handle with a 1-star cylinder or by fitting the excellent Yale TS007 3-star platinum cylinder.

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These are just some of the things you can do to improve the security performance of your door and window assemblies with PAS 24 certification in mind. Talk to your Area Sales Manager today to find out more about any of the products featured in this article, as well as tap into practical expertise to help support you through PAS 24 testing.

Brexit and Business Plans - what’s really happening?

Insight Data has surveyed the top 500 companies within the fenestration industry on their thoughts about Brexit.

They reveal the results here and provide some expert analysis.

Will your business plans stay the same, despite Brexit?

Will the cost of imports after Brexit increase?

77% of respondents confirmed that their business plans would stay the same despite Brexit, while just 9% expected to make changes. This response suggests that Brexit planning, whatever the outcome, has been taking place across the companies surveyed.

67% of companies surveyed expected a rise in import costs after Brexit. Seeing as over three quarters of respondents had no intention of altering their business plans, it follows that fenestration companies have been preparing for a rise in import costs for a while.

Jade comments, “It is positive to see the industry has, for the most part, been preparing for Brexit. Having a strong business plan, including key strategic lead generation and product development improvements, is going to be pivotal to success no matter how Brexit plays out.”

Jade comments, “We’ve yet to see what impact the increase in import costs will have on the industry. The falling pound makes life extremely difficult for companies who are operating on very low margins, but it also creates opportunities for other firms. For example, Brexit may finally push manufacturers of highly advanced products to export further afield into the Asian and African markets. If parliament can finally resolve Brexit, then perhaps the pound can recover enough to halt raising import costs.”

KEY

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Strongly Disagree

Somewhat Disagree

Neither Agree nor Disagree

Somewhat Agree

Strongly Agree

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Safe & Compliant

Find out why the new CubeLock child safety window restrictor leaves no room for accidents!

Want a window restrictor that’s guaranteed to comply with the current European child safety standard BS EN 13126-5:2011 and can be easily fitted to wood, aluminium, PVCu and steel casements? Check out our trio of CubeLock cable restrictors which are all designed to meet the requirement by ensuring windows can’t be opened wider than 89mm.

They’ve also been independently tested to withstand a breaking force of 1971N, which is impressive strength in itself but also promises even greater holding force when used in combination with a standard fixed restrictor so that windows can’t be forced open under excessive pressure. That means safety is assured, not just for children of any age but also for vulnerable adults who might try to put themselves at risk.

Durable gearing

CALDWELL

Count on smooth operation, secure shutting and consistent open-close performance with Caldwell’s comprehensive new range of bi-fold door hardware.

Caldwell Hardware UK Ltd has put over a century’s worth of hardware design and manufacturing experience into creating their latest range of durable, high-performance bi-fold gearing.

Robust rollers and top guides ably support the folding door system and ensure a reliably smooth action, while high-quality hinges form a strong, flexible and secure joint between door leaves.

Ergonomic D handles deliver a firm, comfortable hold and robust shootbolt handles secure the traffic door against forced entry.

All components are quality manufactured according to BS EN ISO 9001:2015 and support PAS 24 certification. al the w Se

Instantly secure

Quality Seal

With the Yale AutoEngage multi-point lock for contemporary and heritage composite doors, security is instantaneous, usability is assured and long service life is a sure bet.

reXon silicone and sealants might be new to the Window Ware product range, but it’s been flying off the shelves since its launch earlier this year and already earned some rave reviews!

This newest Lockmaster boasts multiple security latches that fire automatically from independent trigger points every time the door shuts to achieve a reassuringly gutsy 20mm engagement – no need to lift the handle! The Yale AutoEngage has also been rigorously tested to PAS 24 and is Secured by Design approved which means it’s guaranteed to withstand attack from your average opportunistic burglar.

Don't take our word for it - here's what our customers have to say about reXon.

The versatile nonhanded gearbox is supremely adaptable, enabling key or lever operation. It’s also highly-tolerant to give fewer issues during fitting and fabrication, as well as after installation. With a 10-year mechanical guarantee and successful cycle testing to 100,000 cycles, you can expect trouble-free operation for the duration.

This superb range features highly-usable, rightpriced multi-purpose silicone sealants available in sought-after colours from stock including a palette of greys - anthracite, agate, slate, basalt and signal, plus Chartwell green and Tauare Irish oak to name just a few.

There’s also an odourless sanitary sealant for baths and showers, paintable caulk and filler, grey granular cement repair, super-strong clear or white adhesives, foams and cleaners, to give a product for every project!

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What's New

“Quality for the price and easy to use.� “Smooth application and finish.� “All of our installers are saying how good it is, winner!�

By Jade Greenhow Operations Director at Insight Data Ltd

Is the outlook for the Fenestration industry positive?

69% of fenestration companies see a positive outlook for the industry.

Jade comments, “Clearly, it’s not all doom and gloom with Brexit according to respondents! Consumer spending has declined but still manages to keep profits growing. Once Brexit is finalised, the fenestration industry appears to be in a positive incline.�

This research was conducted by Insight Data, a leading provider of marketing data and powerful CRM system, Salestracker, which is used by UK construction, fenestration and glazing companies to send out the right marketing messages to the right audience, and consistently generate high quality leads regardless of political or economic uncertainty.

For more information, contact Insight Data on 01934 808293 or via email hello@insightdata.co.uk.

Fresh from FIT Show Window Ware is THE place to source many of the must-have new products and hardware innovations you saw at FIT Show 2019. We’ve selected just a few of our FIT Show favourites, all of which you’ll find at Window Ware:

MACO launched their new MKV window lock & presented their A-TS self-locking door lock, with it's new day latch feature.

The lock is automatically engaged in three places by two hooks and a bolt when the door is pulled closed to achieve a more secure, quieter, weather-tight seal.

Glazpart showcased their everessential glazing packers plus the compact Link Vent Mk2, with its wide range of finishes and optimised airflow capable of meeting the latest building regulations.

Kubu launched their easy-fit, highvolume solution which helps fabricators to get their doors and windows ‘set-for-smart’.

Once activated, homeowners can use the system to check lock status via their phone.

Avantis demonstrated their security-obsessed multi-point door locks which lead the way with some of the strongest SBDaccredited and PAS24-approved reinforcements in the industry!

Regal Hardware impressed visitors with beautiful, authentic-looking heritage hardware designed to work with modern key-locking convenience on both 70mm profiles and flush sash casements.

GT Window Products showed off their range of clever and costeffective fast-fit hinge protectors, compression and glass retention devices – essential kit for creating PAS 24 certified doors and windows.

GT

WINDOW PRODUCTS LIMITED

RW Simon exhibited a selection of their ever-popular natural ventilation products including Duco window louvres, Framevents, sound-reducing acoustic trickle vents and Airstrip Glazedin Ventilators.

Konig UK proved just how quick and easy it is to renovate discoloured or scratched plastic with their superhandy edging pens, PVCu repair kits and lacquer sprays – available in an impressive range of colours.

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Meet the Window Ware Internal Sales Team

Superior service as standard

Whenever you call the Window Ware sales office, it’s highly likely you’ll get through to one of our friendly, knowledgeable sales team. They might be invisible to the common caller, but they really are at the frontline of our business and instrumental in delivering the superior levels of support and service our customers expect. As such, we think it’s high-time they took their turn in the spotlight. We hope that once you’ve actually ‘seen’ who owns the voice at the end of the phone line, it should be easier for you to work closer with us and keep communication flowing. Let’s kick off the introductions…

Did you know that when you buy from Window Ware, you’ll automatically enjoy a whole host of value-adding support services and extra benefits that many hardware providers simply can’t provide? You won’t find mention of them on your quote or your order confirmation, but they’re included as standard with every order you place, to give you a superior service and a first-class customer experience you’ll be hardpressed to find anywhere else.

Sarah Binns – is the Head of Internal Sales and Marketing and strives for a first-class experience at every stage of the customer journey from first point of contact via marketing or a phone call during order processing, right through to arranging returns.

Her afternoon pick-me-up is a pack of chocolate-covered pretzels!

Sam Billington – our Sales Office Manager is the gel and the driving force that keeps the sales office working in perfect harmony. She’s been with us for 13 years and constantly aspires to deliver an 11/10 customer experience. Her guilty pleasure is a large toffee latte from McDonald's!

Stella Napoli – our Customer Service Apprentice has been learning on the job since Summer last year. She might be the youngest member of the team, but she’s highly capable, approachable and not afraid to ask questions to bring customers the answer they need. She loves chicken noodles for breakfast!

Discover the Window Ware difference…

Dependable deliveries

Our +97% average monthly OTIF for last year proves you get the hardware you want, when and where you need it

Dedicated sales support

Giving you consistent, familiar points of contact for a closer supply partnership

Always in the loop

Stay informed with email order confirmations, back order notifications & delivery tracking

Left to right: back row; Hayley Jackson, Lorna Solomon, Hannah Mattu & Sam Billington, front row; Stella Napoli, Sarah Binns & Tara Soul

Next up is our superhero sales co-ordinators who work to fulfil customer hardware requirements and support our Area Sales Managers out on the road:

7 ways to do business

Place your orders by email, phone, fax or web and pay by BACS, credit card or online

Fast response

95% of calls answered in 3 rings or less by our experienced sales team who are regularly trained on all our products

Extra effort

Last year, we sourced 2853 non-stocked items because customers asked for them

Quality & choice

6,500+ quality branded products from a single source with an ultra-low 0.12% return rate

Hayley Jackson – has established an excellent rapport with customers and colleagues alike during her 15 years at Window Ware. It was her helpful nature and broad knowledge which earnt her a well-deserved ‘Going the extra mile’ award last year. Outside the office, Hayley enjoys baking!

Tara Soul – started her Window Ware career in 2014 in our Trade Counter, then moved to the sales office two years ago. Our friendly, knowledgeable co-worker has masses of industry experience, which translates to practical advice for our customers. She’s a drag race car engineer in her spare time!

Lorna Solomon – a 13-year Window Ware veteran, Lorna maintains that her proactive focus has helped her to grow in confidence and be more dynamic – all important attributes in the pursuit of 100% customer satisfaction.

She’s just become proud ‘nanna’ to two beautiful grand babies!

Hannah Mattu – a new addition to the team, but already a skilled professional having worked in a sales environment for many years. She’s determined to make a positive impression with every customer on behalf of Window Ware. Hannah plays cricket and, weirdly, enjoys chilli sauce on toast!

Closing in on complete customer satisfaction Here at Window Ware, we’ve been taking action to raise service levels and satisfy customers by improving communication and reducing errors. Here’s what we’ve been up to since the start of the year…

Error crack-down

Expertise on tap

From a clued-up crew of industry experts, ex-fitters and fabricators with wisdom to share

We've been focusing on getting things right first time and we’ve updated our CRM system to improve error visibility for sales and warehouse staff. A traffic light system ensures at-a-glance monitoring of our performance against targets, making it easier to stay on track. We’ve also put new processes in place that ensure any errors are investigated properly and prevented in the future.

Optimised comms

10% of inbound calls relate to delivery issues and order queries, many of which might have been avoided with effective communications. With this in mind, we’ve made our customer correspondence clearer and more informative. We’ve also worked with our logistics provider Aspray to upgrade their delivery notifications too.

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Window Ware , Telford Way, Cross Park, Bedford MK42 0PQ Sales: 01234 242724 | Trade Counter: 01234 242734

Destination un KNOWN

To ensure our deliveries always reach their intended destination, we’ve updated customer records so there’s always a specified ship-to address. We’ve also set up new system rules that mean orders can’t go out until the correct address has been selected.

Encouraging results

It’s early days yet, but we’re already seeing positive signs that our efforts are paying off. Compared to the 1st quarter of 2018, this year we’ve managed to cut the number of credit notes by 11%, with fewer errors arising from incorrect data entry, mis-picks or unsuitable products. In addition, our OTIF has improved month on month since the start of the year.

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