Installer's Choice - November/December 2019

Your magazine for the latest industry updates and company news

NOVEMBER/DECEMBER 2019

THE INSTALLER’S

CHOICE Worcester 2000 Putting the ability in affordability.

With a Greenstar System Filter.

Subject to terms and conditions.

Worcester 2000

Editor’s Corner

Installer Apprentice

The launch of our most accessible boiler! Page 12

Check out our new guest editor article on Page 16

We spoke to Saffron Bowyer about what it’s like to be a female heating apprentice. Page 24

INSTALLER’S VOICE

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The Installer’s Choice May/June 2019

THE INSTALLER’S CHOICE

Welcome It has been an exciting but busy couple of months for us here at Worcester Bosch! We have also launched our new price competitive combi boiler – the Worcester 2000!

Designed to offer you more flexibility in a price-driven market, the boiler also offers the quality and reliability you would expect from one of our products. Find out more on this, and other new accessories in this issue.

On top of that, we found the time to run our second Facebook Live event this year. This time our panel of experts discussed ‘Carbon Free Heating’. Martyn and Tom Collins were joined by

representatives from OFTEC, Registered Gas Engineer, Gas Safe Register and CIPHE. Read on to find out their thoughts on which technology and fuel will lead the charge towards decarbonising heating and hot water.

Also, a number of our friends in the industry have got involved! We have Phil Wilkinson Jones, Editor of HIP Magazine discussing next year’s Apprentice of the Year. Stewart Clements, Director of the HHIC, gives his thoughts on PAS 2035 while ADEY explain updated standard BS7593:2019.

I hope you enjoy the issue and as always let us know any feedback or story suggestions by emailing marketing.mailbox@uk.bosch.co.uk.

Steve Lister, Sales and Marketing Director

Inside this issue Page 4 & 5 We celebrate our 10th Which? Best Buy win Page 6 ADEY talk to us about BS7593 Page 7 Neil Schofield discusses the climate fight Page 8 & 9 We caught up with our panel during our Facebook Live event on ‘Carbon Free Heating’ to get their thoughts

Page 10 & 11 Stewart Clements, Director of the HHIC lambasts PAS 2035

Page 18 & 19 Apprentice Roundtable Page 20 & 21 Technical Q&A

Page 12 & 13 Find out all you need to know about the Worcester 2000

Page 22 & 23 Installer Spotlight

Page 14 & 15 Take a look at our latest accessories

Page 24 We spoke to Saffron Bowyer about getting into the industry

Page 16 NEW! Editor’s Corner, first up HIP Magazine

Page 25 We want to hear from you.

Page 17 Wayne Bettess chats

Page 26 & 27 Win With Worcester + Keep in Touch

the importance of quality

November/December 2019 The Installer’s Choice

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NEWS

Worcester Bosch named Which?

Best Buy Boiler Brand in the UK for the 10th time

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The Installer’s Choice November/December 2019

NEWS

We’re delighted to announce that we’ve become the first boiler brand to have been awarded the Which? Best Buy endorsement ten times since 2009, enhancing our reputation for reliability and satisfaction following exceptional feedback from both homeowners and engineers once again.

Scores based on engineer recommendation, ease of servicing, fixing a common fault, availability of parts and spares and build quality have seen us perform exceptionally to achieve Which? Best Buy status for the 10th year.

Carl Arntzen, our Chief Executive Officer, said: “We are beyond thrilled to be recommended by Which, an independent consumer association that tests and surveys products and services across a range of categories.

“By listening to feedback from customers and installers, we were able to continue to improve and develop new ranges of boilers and it’s also great to see that our new, innovative Greenstar Lifestyle boiler range is included in this award. We are extremely

proud to continue to be market leaders in the boiler industry and we look forward to servicing more and more customers in years to come.”

In the annual Which? report, which gives homeowners a useful insight into brands to avoid and the comparison between the best and worst boiler brands, it’s also revealed that the overwhelming satisfaction that homeowners have with their Worcester Bosch boiler.

Which?’s Matthew Knight, Principal Researcher commented, “Reliability is the single most important consideration when buying a new boiler and Worcester Bosch has it in spades. We’ve been running boiler reliability surveys for 10 years and Worcester Bosch has impressed us every single year.”

We’re delighted to announce that we’ve become the first boiler brand to have been awarded the Which?

Best Buy endorsement ten times since 2009, enhancing our reputation for reliability and satisfaction following exceptional feedback from both homeowners and engineers once again.

November/December 2019 The Installer’s Choice

What does this mean for you?

Which? is regarded as the industry leader in providing consumers with independent advice on a wide range of everyday products and services.

Which? Best Buy is an annual accreditation that is compiled by surveying thousands of members of the public and hundreds of Which? Trusted Traders.

The brands and products that make the list are valued most by Which? and its members.

So, with that in mind, the Best Buy accreditation is another string to your bow when recommending the correct boiler system to your customers. It is a mark that they will recognise and trust, with full knowledge that the product will be of the highest quality.

It also gives your customer peace of mind that by opting for a Which?accredited Worcester Bosch product they are choosing the most reliable boiler brand.

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GUEST ARTICLE - ADEY

ADEY’s Guide to BS7593:2019 Global water treatment and magnetic filtration pioneer, ADEY® has developed a guide to Best Practice in line with the new British Standard, BS7593:2019.

The new standards are intended to improve the performance of domestic heating and cooling systems, as well as reducing energy use, lowering carbon emissions and guarding against breakdown.

The new standards introduce the requirement of regular testing, re-dosing, system cleaning and installation of an in-line filter to improve the efficiency and lifecycle of household heating systems.

ADEY’s comprehensive guide uses proven products to ensure your installation meets the new standards for preparation, commissioning and maintenance of domestic central heating and cooling water systems.

ADEY’s Best Practice Together with the British Standard, ADEY have developed a 6-step guide to improve whole system health rather than boiler protection alone.

What’s the difference?

The new code of practice has been developed to replace the version published in 2006 and came into effect from 31st May 2019.

Following further understanding of effective water treatment for today’s appliances, changes have been made to address the fact that treatment solutions are no longer a “fit and forget” solution and magnetic filters are no longer a “nice to have”.

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As an award-winning manufacturer and pioneer of magnetic filtration, servicing over 5 million homes across the UK and globally, ADEY products have been tried and tested to provide everything you need for compliance.

1. CLEAN – shift any sludge that has already built up within the system using cleaning chemicals 2. MAGNACLEANSE® – ensure the water is completely free from sludge by flushing the system

3. MAGNACLEAN® – install a MagnaClean filter to catch and collect any sludge caused by future corrosion 4. PROTECT – reduce sludge build up by dosing the system with protective chemicals that slow or even stop corrosion 5. TEST – using ADEY test kits, regularly check the system’s water to remain one step ahead of any potential problems 6. MAINTAIN – for maximum protection, regularly clean the filter or re-dose chemicals ADEY provides all the equipment and chemicals you need to prolong the life of a heating system and adhere to British Standards.

You can download the full guide to ADEY Best Practice via their website https://bit.ly/2ktx0oP

The Installer’s Choice November/December 2019

GAS SAFETY WEEK

Two Tribes

Go To War

Frankie Goes to Hollywood’s Two Tribes Go to War came on the radio the other day.

Whilst I was listening to it, it reminded me a little bit about the decarbonisation debate that is going on…

Stick with me on this one!

In my opinion, there are two factions really. On one side we’ve got the theorists, academics and protesters.

Those who are active and talking about the climate change emergency. ‘The Shouters’.

On the other side, there’s the existing trade. People who have come up through the apprenticeship route and have the practical experience when it comes to heating the UK. ‘The Doers’.

At some point we’ve got to move over from the people who are shouting about decarbonisation and coming up with all the theories and hand it over to the people who actually are going to make it happen. As the saying goes ‘after all that is said and done, there’s more said than done.’

The Shouters’ theoretical side is all about electricity and renewables, where The Doers’ practical, existing knowledge includes hydrogen gas as well.

There is constant arguing, but really, we should be working to together – instead of just being two tribes going to war! (See… told you to stick with me!)

If we want to be serious about decarbonising by 2050 there is no silver bullet. It is going to be a bit of both. It is going to be electric and renewables. It is going to be hydrogen gas. But if we don’t work together, I think there will be a backlash.

If the public are suddenly told that they can’t have petrol cars anymore and instead will have to drive a more costly electric one, then they understandably won’t be happy. If they are told they have to rip out there reliable, efficient and cost-effective gas Combi boiler and replace it with something completely new that now requires them to find space for a hot water cylinder, they won’t be happy. Particularly if it will cost them an arm and a leg!

We need a united front and the

November/December 2019 The Installer’s Choice

only way to do that is to stop arguing and come together.

We’re not going to do this by hitting consumers with a big stick, we’ve got to get them onboard. We’re also not going to win them over with a lot of the rubbish and over-promising that is being put out there at the moment.

For example, there is a lot of talk about having 100% renewables power with battery backups, which is an illusion.

I recently heard John Loughhead, the Chief Scientific Advisor to Government give a speech on this. He said that if you connected the batteries of all 38 million vehicles in the UK you would only have enough battery backup for thirty minutes. That’s the Chief Scientific Advisor saying this, not me!

My point is that if we don’t work together, both The Shouters and The Do-ers, then we may as well copy Trump and try to buy Norway and their fantastic gas reserves. That will be more feasible.

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FACEBOOK LIVE

Carbon Free Heating Earlier this year, we held our second ever Facebook Live session on the future of carbon free heating. Here are some of the panellists’ thoughts from before and during the show.

Panel (L-R) Nicki Shearer, Registered Gas Engineer (NS) / Mark Rolfe, Gas Safe Register (MR) / Tom Collins, Worcester Bosch (TC) / Martyn Bridges, Worcester Bosch (MB) / Phil Bunce, Worcester Bosch (PB) / Paul Rose, OFTEC (PR) / Paul Harmer, CIPHE (PH)

PB: Is there a certain technology that stands out for you as the most important for the decarbonisation of heating and hot water in the UK? TC: Decarbonisation will mean a wide range of technologies.

There will be different solutions for on-grid and off-grid gas, and considerations related to geographical areas, building types and use cases. A big player will be heat pumps which were viewed as the only solution until

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the H21 decarbonisation report came out in 2016. However, there are challenges with heat pumps in relation to building size and strain on the electricity grid.

PH: There’s currently a technology gap with various options that could fill it including hydrogen, the electrification of heat, heat pumps and bio oils/ gas. It’s not a one-horse race and I’m interested to see which ones move forward and where government funding goes.

PB: Do you see a future for hydrogen fuelled boilers? Is this an achievable solution?

TC: The H21 report found that we could convert our district gas networks from natural gas (methane) to hydrogen, which is a similar gas without the carbon in. The network properties are surprisingly similar, with the polythene pipe that gas currently runs through able to transport hydrogen. This blew us away, with radical decarbonisation seemingly feasible with no huge

The Installer’s Choice November/December 2019

FACEBOOK LIVE

Thanks to everyone who tuned in to our Carbon Free Heating Facebook Live event. Keep an eye on our social channels for future sessions and please email marketing.mailbox@uk.bosch.com for any topic suggestions!

changes to the way we heat our home. We’re now on a mission to prove that a hydrogen boiler is possible.

NS: There are moves to develop a hydrogen only boiler but that would require replacing every single gas appliance in the country which would be as big of a switch over for consumer experience as the changeover from towns gas to natural gas back in the late 60s. A lot needs to be done in terms of trials – and the consumer choice will play a big part.

MR: I think it’s ambitious to expect there to be hydrogen networks in operation quickly, I think it will happen, but I don’t think the whole network will go over in my working lifetime.

PB: Do you think achieving near zero emissions in heating by 2050 is realistic?

PR: I have no concerns that technical solutions can be arrived at but there must be drivers for markets to be created.

The Government needs to put some guidelines in as to what industry is expected to do and by when in order to drive innovation.

TC: There’s a lot of things that must be put into place. Building production for hydrogen will take time, as will going through the work of developing products,

educating installers and converting homes – before we then start converting the gas networks. The H21 report had a roadmap for 2050, which gas networks are talking about pulling forwards not backwards, so it may be even sooner that we can achieve net zero. I know that Scotland are shooting for 2040 and they sound confident.

PH: I’m a confident person, so I think that yes, with enough investment and willing people, government giving us a way forward, manufacturers can start investing in technology and the people who supply the fuel/ electricity will feel confident. It’s quite a big challenge but if we all collaborate and work together, I think it’s achievable. I would love to see us as a global leader in the low carbon economy.

the time we get to 2035, I think that there will be some people in the UK with hydrogen heating their homes. I think this is so exciting because for an industry like ours, and for such a huge amount of energy that is such a big part of people’s lives, that’s such a quick change. Our team is doing everything we can to make this a reality as quickly as possible.

PB: If you had to put a timescale on it, when are we likely to see wholesale changes in the way we heat our homes come into play?

PH: 2025 is a key milestone when we’ll start to see heat pumps come in due to the new build regulation. We need to start preparing for that because the education of when and where we fit something must start now.

TC: I think that by the end of the 2020s we’ll be storing hydrogen ready boilers in our homes. By

November/December 2019 The Installer’s Choice

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GUEST ARTICLE - HHIC

PAS 2035. Who’s it for?

Stewart Clements, Director of HHIC, which is part of the EUA, goes into detail about new process PAS 2035.

In July the Government sought views on proposed changes to the current ECO3 scheme via a fleeting consultation. The proposals included incorporating the TrustMark Government Endorsed Quality scheme (a result of Each Home Counts) into ECO3, as a route to demonstrating compliance with the most up to date relevant PAS standards.

Effectively meaning that all work under ECO must be carried out to PAS2035 standards. At present ECO installers must comply with PAS 2030 which has been deemed bureaucratic, expensive and time consuming for the vast majority of heating installers.

The steering group that determined PAS2035 did not have representation from the heating industry, despite claims that it was developed by the industry (page 13, consultation). Proper consultation and representation would have enabled industry to feedback on the current issues with PAS2030. If we do not learn from history, we are bound to repeat the mistakes of the past.

The heating industry is now faced with a system more complicated and burdensome than the current one. There are many areas that should cause huge concern for anyone operating within the industry. For example;

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every ECO job will now need up to 6 ‘professionals’ for every installation (although there are loopholes which mean that they don’t have to actually be qualified); • Retrofit assessor • Retrofit co-ordinator • Retrofit designer • Energy advisor • PAS2035 installer • Compliance assessor

What does this mean for you?

That’s potentially six separate people involved in every boiler installation. Industry know that most boilers are purchased as a distress purchase, this bureaucratic delay could leave the most vulnerable (those eligible for fuel poverty measures are by definition vulnerable) without heat and hot water. Or worse, if/when PAS2035 becomes widespread practice, drive a black market of installations with appliances being fitted under the radar.

The Installer’s Choice November/December 2019

GUEST ARTICLE - HHIC

A whole house approach to efficiency is needed - with that we cannot argue, but having paid the £190 to view the PAS2035 document we believe it to be unworkable for law-abiding engineers and consumers. We are in full support of anything that raises industry standards, consumer awareness and makes it harder for the unregistered cowboys to trade. But creating unnecessary and unworkable policies will only make it harder for the competent, registered engineer.

Why could this be an issue?

The HHIC has consistently argued that the industry needs the existing building regulations to be better enforced and to have access to greater resources.

Better policing and adherence to current standards is needed.

What is not needed is another layer of expensive red and blue tape. This additional complexity will almost certainly lead to worse outcomes for more vulnerable people, who could be misled into options they do not want or need.

A scheme that will financially benefit a number of accreditation companies and TrustMark, but not consumers, installers or ultimately Government who will see costs rise without any discernible change in delivery.

PAS standards are designed to ‘ensure a sufficient consumer protection process and guarantees are in place’. From what we have seen the only protection PAS2035 creates is for those profiting from it.

Some will say that there is no cause for concern as ECO work is not compulsory and they can simply choose not to engage. We believe to adopt such a view would be naïve. This policy is sliding in below the radar. Once this standard makes its way into ECO it could (and most probably will) then make its way into Building Regulations and Gas Safe. The direction of travel is clear.

What can you do?

You can read the full HHIC response to the consultation on our website www.hhic.org.uk/ resources. We urge industry not to sit back. Take action. Write to your MP’s, make your voices heard.

PAS2035 and Trustmark are potentially the most disruptive policy changes to hit the heating industry in decades and if we allow it to filter in unchecked, it could radically transform how heating engineers not only carry out their day job but whether they can operate at all.

There are approximately 130,000 Gas Safe registered engineers in the UK and yet only 350 (0.4%) of them have registered with the PAS2030 scheme. That poses the question; why is Government enforcing yet another scheme which is set to fail before it has even begun?

November/December 2019 The Installer’s Choice

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WORCESTER 2000

Launch of Worcester 2000 brings accessible quality for all!

This year has seen a number of firsts for Worcester Bosch. In May we launched our innovative Greenstar 8000 Lifestyle range - one of the first boiler ranges to be aesthetically designed, whilst still being a highpowered top-quality system. We also announced the Worcester 2000, our new high quality and accessible boiler for all customers!

The new boiler continues the aesthetic design and curved edges introduced by the Greenstar 8000 Lifestyle range and is our most price competitive combi boiler to date.

Designed to offer every home greater choice and the opportunity to have the same high-quality heating system, at a competitive price, along with all the aftercare support that is synonymous with the brand, Worcester 2000 also offers high quality, reliability and durability whilst being designed to be accessible for all budgets.

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The Installer’s Choice November/December 2019

WORCESTER 2000

Features & Benefits With a high modulation range (up to 1:6) that will improve efficiency and boiler longevity by reducing on/off cycling, the new boiler is suitable for apartments, small and medium sized homes with one bathroom. It is available in 25kW and 30kW outputs, providing even further flexibility on cost.

Not only does it feature long maximum flue lengths, the 2000 is a “single activity” installation where the boiler hangs onto a simple wall bracket and then the pipework can be connected to the appliance. This makes it

particularly suitable for replacing an existing, nonWorcester Combi, is quick to install and simple to commission.

Not to mention, at the heart of the boiler is an improved C6 heat exchanger, as an evolution to the tried and tested WB6 heat exchanger which has been installed in millions of homes in the UK. The C6 can modulate down to as little as 4.8kW. The boiler also includes removable side panels similar to the stylish Greenstar 8000 Lifestyle range, meaning improved service accessibility for installers.

On top of all the great features, the boiler also comes with a five-year warranty, which can be increased to six when fitted with a Worcester system filter. Like our entire gas boiler range, you can be assured in knowing you have recommended and installed the best in reliability, all the while having the back up from us in technical and customer support.

We’ve listened to feedback from installers across the UK and through this have been able to build a number of enhancements into the new boiler.

For more information on Worcester 2000, please visit worcester-bosch.co.uk/2000

November/December 2019 The Installer’s Choice

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ACCESSORIES

Accessorise your installation: the latest must-haves to add quality and style Colin Simpson goes into detail on our latest accessories, from new system filters and controls to intelligent filling systems for our Greenstar 8000 Lifestyle range.

MT20 & Greenstar Comfort + Stat

Q

Did you know?

Controls, like the MT20 & EasyControl, will be a major player in the challenge to reach the UK’s net zero 2050 carbon target

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In preparation for the winter, we’ve developed the MT20 and Greenstar Comfort + Room thermostat that will keep you and the homeowner nice and warm during the colder months, all compatible with our Lifestyle boilers.

The MT 20 is a mechanical timer for the Lifestyle boilers, not only is it easy to install, it also ensures quick handover with the homeowner. All you have to do is to use the control to set the heating with a start and finish time every day.

As for the Greenstar Comfort + Stat, it is built with a transmitter and a key receiver, meaning that they communicate wirelessly with each other!

The set features built in load compensation and Boiler Plus compliant, which boosts additional efficiency.

It offers your customer a simple and stylish way to manager their heating.

This is perfect for those who are design-conscious and have their boiler proudly on display out of the cupboard.

The Installer’s Choice November/December 2019

ACCESSORIES

Brass System Filter The newest addition to the Greenstar System Filter range – and it’s in brass!

Designed to help combat the damaging effects of system debris and pollutants, the brass system filter allows homeowners to protect their boiler or heat pump for a fraction of its cost.

The new high-quality Greenstar Brass System Filter has a premium look and a robust feel. It offers the same features as the current range and comes in

22mm of size.

It is compatible with any of our boilers including our brand new Greenstar 8000 Lifestyle boiler range and has been designed to fit with the boiler’s innovative aesthetic look and feel.

The new Filter has a one-way valve for ease of adding system chemicals and has a drainage point at the bottle for ease of access during servicing, as well as an isolation valve indicator to visually assist when isolating the filter.

Intelligent Filling System One of the most innovative elements to the 8000 Lifestyle range is it compatibility with our Greenstar Intelligent Filling System.

An industry first, it offers complete peace of mind to both you and your customer, reducing system pressure-related call-outs.

Typically when the system pressure is low, the boiler has to be manually refilled via the Keyed or Keyless Filling Link.

With manual filling, there is an increased risk of air insertion to the system water, as well as over filling.

Using the latest innovative software, the system helps

ensure the boiler maintains optimum pressure. After the initial manual filling, the filling system can be switched on within the appliance’s display menus.

From then on, if the system pressure becomes low, the internal filling valve automatically

fills the heating system. Once optimum pressure has been reached, this function will automatically stop and close the integrated filling valve. It also prevents the boiler from over-filling and will alert the homeowner if the heating system is losing too much pressure.

For more information on our accessories, please visit: worcester-bosch.co.uk/products/accessories.

November/December 2019 The Installer’s Choice

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EDITOR’S CORNER

Apprentice competition calls for UK’s best young plumbers

Phil Wilkinson Jones, the Editor of HIP Magazine, announces next year’s HIP Apprentice of the Year competition HIP Magazine is once again on the hunt for the UK’s best plumbing apprentice!

The HIP Apprentice of the Year competition kicks off in the new year – and we are urging plumbing students to get their entries in now.

Now in its 12th year, the event is a fantastic opportunity for trainee plumbers to show off their skills and really make a name for themselves right at the beginning of their career.

Between January and April, regional heats will take place in colleges across eight regions – including Scotland for the first time – giving apprentices from all over the UK the chance to take part.

The winners of each heat will go on to compete in the grand

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finale, which takes place at the ADEY Innovation Training and Conference Centre in Cheltenham. There are incredible prizes worth up to £10,000 up for grabs, not to mention the prestige for both student and college that comes with winning a national competition.

Level 2 and 3 students (Level 6 and 7 in Scotland) are invited to enter the competition, during which they will be judged on a number of practical tasks by a panel of industry experts.

Last year’s winner was Lewis Blakely, a third-year apprentice at Coleg y Cymoedd. When we asked him for his best advice to those entering the competition in 2020, he said to focus.

“Take your time – there’s a lot of bends and measurements,” he said. “That’s what won it for me – taking a step back, looking at it, getting my levels right and doublechecking my measurements before I soldered.”

Running alongside HIP Apprentice of the Year will be the popular Meet the Lecturer/ Manufacturer series, which gives manufacturers the chance to update lecturers on the latest product innovations in the industry.

For me, it’s always a pleasure to see the next generation of plumbing and heating engineers showing what they can do. The standard of competition is always so high!

It’s also great to see the wider industry come together to support the prestigious award.

With multiple sponsors on-board, including CIPHE, ADEY and of course, Worcester Bosch, we can’t wait to see what the 2020 competition brings.

Colin Yearp, Senior Technical Trainer at the competition’s Platinum Sponsor ADEY, said: “Grab the opportunity with both hands. The profile and knowledge you will gain from the experience will stand you in tremendous stead in your future career. The competition is miles ahead of anything I’ve seen.

For more information or to enter the competition, head to hip-magazine.co.uk.

Also, get involved on social media by searching for HIP Magazine and use the hashtag #HIPAOY20.

The Installer’s Choice November/December 2019

INSTALLLER INSIGHT

Installer Insight:

Wayne Bettess

As part of our Pimp My Van campaign with Installer Magazine, we recently caught up with Wayne Bettess, Founder of Off the Tools, to find out what he believes is required to be a professional installer.

Why do you think it’s important to gain trust from customers?

We’re in people’s houses, it’s very personal. There aren’t many professions where you are in somebody’s personal home and space, so it’s imperative that your customer can trust you. You wouldn’t let just anyone into your house, so you really need to build up that trust and rapport if you want to be able to build any sort of business.

In your industry, what does the term professionalism mean to you?

I think it’s a word that isn’t

used enough. I don’t think that plumbing is treated like a profession, yet I believe that it should be at the core foundations of what you do.

People pay us to be a professional, so we should act in that way. For me, it’s a fundamental element of my career. I try to be a professional at everything, that’s what can differentiate you from your competitors.

In your experience, what do customers value the most in terms of customer service?

It’s the little things. They don’t notice the four days you’ve spent ripping up the floor, they see the hand prints you’ve left up the rail. Simple things, like putting a dust sheet down on a bed if you’re working in the bedroom, can really change the customers perception of a good job to a great job. In my 15 years of work, I’ve found that most complaints I’ve had are all

November/December 2019 The Installer’s Choice

minor things that aren’t fundamental to the work that I’ve done, but they are fundamental to the customer.

What have you noticed are the biggest concerns for customers when it comes to buying a new boiler?

Initially, most people’s concern is the fear of being ripped off. This is where having that trust we spoke about earlier becomes important. If you’ve done your job right, you won’t need to hard sell your price. By the time I get to the pricing conversation with my customers, they know me, they know I’m a professional and they trust my judgement.

Price isn’t such an issue when you feel that you’re getting a high-quality service. If you want premium prices, you need to ensure you’re providing that premium service.

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APPRENTICE ROUNDTABLE

Apprentice Roundtable

Recently, we hosted 32 apprentices who had successfully completed the Worcester Apprentice Support Programme. We caught up with several apprentices to discuss what they’ve enjoyed the most from the industry so far, if they feel schools were supportive and where they see themselves in the next few years.

Here’s what they had to say...

What encouraged you to look at an installer apprenticeship?

BW: I had just left school, with a list of things I could have done, and went down this path pretty much.

JD: Personally, I didn’t fancy going to university or doing A-Levels.

WM: I’ve always been pretty hands on, and I liked how you get paid to learn.

Do you feel that schools or colleges encourage apprenticeships enough?

ALL: No, not really WM: I’d say probably none of them suggest an apprenticeship in the heating industry.

JD: You don’t really have the option do you?

JE: I pretty much got told that I had no other choice. That or nothing, but I’m glad I did!

WM: I think schools just push 18

people towards university, an apprenticeship is looked upon as a poor second.

MP: I think it is the teachers that come from it that way.

BW: You’re led to believe that if you don’t do well in GCSEs then you’re not going to do anything.

WM: Yeah, exactly!

What do you think schools could do better to promote apprenticeships more?

BW: Maybe take you to different colleges for taster days. We never had that when I was at school.

JD: Have the information there, as we said, you don’t really know too much about apprenticeships when you’re going to school. When doing GCSEs or other studies, you don’t feel it is an option.

WM: Maybe have someone from each trade coming in and explain it

Panel: Clockwise from top Brett Wane, Gas Water Heating (Servicing) Ltd (BW) Will Muncy, DB Heating (WM) Mason Phillips, Custom Heat (MP) Jack Daley, Bruler (JD) Jake Eccles - M&R Plumbing Heating Ltd (JE)

to a class of people who might not want to go to university – because then you can maybe decide which one you prefer.

What have you enjoyed the most during your apprenticeship?

JE: Qualifying.

JD: The money going up.

ALL: (laughter) JE: Too right!

BW: Getting more time going out on my own.

WM: I think when you go out by yourself as well you get more of a sense of achievement when you’ve done the whole job and it’s gone

The Installer’s Choice November/December 2019

APPRENTICE ROUNDTABLE

well. I think that gets a bit more satisfaction than being with someone the whole time. You have to be chucked in the deep end sometimes.

What is the most valuable skill you’ve learnt?

WM: How to handle customers that are difficult.

BW: I remember when I first joined, I was like a little kid in the way that I wouldn’t speak to anyone. But now because I do jobs on my own and stuff, you have to talk to customers and my confidence has been built through that.

Where do you see yourself in five years’ time?

BW: Hopefully I will have my own business. Saying that, the way things are going at the moment, with people retiring and stuff like that, I think just stay with the business and move up the ranks really. That’s probably more likely for me.

WM: I think in the next 5 years I’ll probably try to get my experience up and then see where I’m at, in terms of if I feel comfortable to start on my own. I think there are pros and cons of going by yourself.

Unless you’ve got a couple of

November/December 2019 The Installer’s Choice

people working for you, I think it could be just working and not having any time for life.

JE: I’d rather just build myself up with the company I’m with now. I don’t think I’ve got it in me to work on my own. I’ve seen the stresses that you have got to deal with and I don’t think it is for me.

MP: About the same really, moving up, getting more knowledge and experience. Maybe having an apprentice with me as well.

JD: 5 years probably gaining experience and in 10 years be self-employed probably.

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YOUR QUESTIONS ANSWERED

Technical Q&A Nick Fothergill and our team of technical support advisors answer some of the questions we have received so far on the new Worcester 2000.

Q

I am planning to fit a Worcester 2000 boiler in my property, but I want to use the current controls, can I do this?

A

Currently the Worcester 2000 cannot accept a 230v connection for central heating control, so to make life easier we have included the Comfort+ II controller as part of the boiler package. This means the boiler is compliant with current legislation immediately out of the box. The Comfort+ II controller uses one of the industry’s first RF keys, this slots into the bottom of the boiler in a matter of seconds and acts as an RF receiver between the Comfort +2 controller and the Worcester 2000 appliance. This means fitting one of our wireless controls has never been easier.

Q

Is this the same heat exchanger as the Greenstar I boiler?

A

Although the C6 heat exchanger has the same physical appearance as the Wb6 heat exchanger in the I boiler, we

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have made improvements inside to improve efficiency and performance, whilst still keeping the look and feel of our most popular heat exchanger.

Q

The Worcester 2000 boiler has a different style of trap that other Worcester boilers, what makes this different and what considerations do I need to take with condensate discharge?

A

The trap in the boiler is a type of “running” trap and will always contain condensate as well as the pipework leaving the trap. Rather than a siphonic style trap that will discharge in larger volumes. This means it is a requirement that the condensate drain is installed internally to the property. This is in line with the current guidelines from the Heating and hot water council. If external disposal is the only means of condensate discharge, then the CondenseSure siphon or a condensate pump must be fitted. As the condensate

discharge pipework leaves the boiler, the condensate collects in the CondenseSure siphon. The condensate subsequently discharges automatically in 500ml quantities through the externally run discharge pipework.

Q

Can I fit this appliance in my caravan; I do not have natural gas only LPG - is this possible?

A

The Worcester 2000 appliance will not be available as an LPG variant and will not have a conversion kit available. For an LPG equivalent the Greenstar I boiler would be the most suitable.

Q

Is the plate heat exchanger and the PRV easily accessible?

A

The plate heat exchanger is located at the front of the boiler and can be removed with just one screw; similar to our Compact series of combi boilers.

The PRV is located towards the back of the boiler but due to the layout of the hydraulic block, and

The Installer’s Choice November/December 2019

YOUR QUESTIONS ANSWERED

Dedicated 2000 Technical Support (Pre & Post Sales) To support the new appliance we have a dedicated technical helpline; this enables you to get expert help quickly from our specially trained 8000 Lifestyle technical support team.

Call us on 0330 123 0664

the fact it is in an elevated position, it can be accessed and removed in seconds.

Q A

What is the guarantee length?

The guarantee length is 5 years as standard. The boiler’s guarantee length can be extended to 6 years when installed with a Greenstar System Filter.

Q A

I have been told that the regulations have changed regarding system filters; do I have to fit one?

You are correct British standard; BS 7593:2019 came into effect in May 2019 and this supersedes the older standard BS 7593. The fitting of a permanent in-line filter is required in addition to a chemical clean and freshwater flush before inhibitor is added.

Our Greenstar System Filter Range

Q

The interface looks the same as the 8000 Life.

Are the menu structure and fault codes the same?

A

Though the menu structure is not as comprehensive, the push-button LCD display is similar to that of the 8000 Life – making day-to-day operation easy and reliable. The diagnostic fault codes are the same as the 8000 Life.

November/December 2019 The Installer’s Choice

21

INSTALLER SPOTLIGHT

Installer

Spotlight Which Worcester Bosch boiler have you installed – and where is it in your home?

I fitted the black Greenstar 8000 Style around four months ago.

It’s located in my garage, in the same place as my old boiler.

Why did you choose to replace your old boiler with the new Greenstar 8000 Style?

We inherited our old boiler with the house. I’ve been meaning to fit a new one for a while and as a big fan of the CDi Classic I was planning on fitting one of those.

Then I kept hearing whispers from within the industry that a sleek new boiler from Worcester was going to come out.

I thought where better place to fit it than in my own house, then I can get used to it and see if I like it before I install it anywhere else. I held off fitting a new boiler until this one came out – I’d heard good things and I’m a big Worcester fan, so it seemed worth waiting for.

What do you like about the boiler? What features impress you most?

Keith and I are fixers as much as we are fitters. I love fitting boilers but we’re also really good at fixing them.

Because we’re mostly a repair company, I look at the boiler for the quality of the engineering

22

and future proofing. For example, it has still got the WB5 heat exchanger from the old CDi. I love that heat exchanger and I think it’s an amazing. We went on a factory tour and they said that they’ve put 10 years R&D into that and that they can’t improve it.

From a working-on-it point of view, the side panel removal is useful and can make it so much easier if it’s fitted up against a wall for example. Its modulation ratio is great too, which is great from a customer’s point of view as it means it is more efficient and reduces the need for servicing.

There are other little things such as the function check menu, which allows me to go into the menu and check on the status of certain components for fault finding. That helps so much with future proofing and is very engineer friendly. You can tell Worcester has worked with engineers to see what they want from it.

Finally, the look of it is great.

It’s contemporary and modern, Worcester has really hit the mark with that.

What appeals to the customer?

Firstly, the look. That’s what the customer goes on – they don’t mind how much room is in there for the engineer, they don’t

Jimmy Butler from Swindon-based Heat-Tech Ltd recently installed the Greenstar 8000 Style in his own home.

Jimmy and his business partner Keith Castello, who have over 30 years industry experience combined, are now fitting the modern Greenstar Lifestyle range for customers having experienced its innovative features and reliability first-hand. mind how hard it is for me to fix something in the future.

Also, Worcester’s guarantee is amazing. Worcester are no quibble – you phone up if there’s an issue, they’re there within 24 hours and they’ve got enough in the van to fix any faults at first visit – you can’t go wrong with that. The guarantee for Worcester is one of the best after sales perks on anything I’ve seen, boiler or otherwise.

The Installer’s Choice November/December 2019

INSTALLER SPOTLIGHT

Have you installed Greenstar 8000 boilers for customers?

Yes, we’ve fitted a few. I’ve done a couple of Styles and a Life, and black seems to be the most popular colour so far.

How do you go about selling the Worcester range to customers?

A big selling point is the warranty, the guarantee, which is a good quality. I think that’s a big issue, and currently everyone’s fighting over longer warranties and things like that.

I always leave a brochure on site and any quote I do will be detailed to include the model, the filter, the controls we recommend and so on.

Worcester is not a hard sell.

When I do a quote for customers, they’re often asking me for Worcester Bosch or if I mention the brand, they’ve already heard of it and always in a good light.

You’re not needing to sell it to them – you can tell them it’s great, what it looks like and the guarantee, and they can then look and prove it themselves.

Are you likely to carry on installing the range?

I think so, I really like it. In my opinion it’s one of the best boilers, engineering wise and all else considered.

I’m also looking forward to getting my hands on the Worcester 2000, which has just been launched. I like how there’s a continuity of reliability and quality across the Worcester range. Customers like them and it will be my go-to boiler.

Between the Worcester boilers, they’ve got everything covered.

Have you fitted one of our boilers into your own home? Let us know by emailing: marketing.mailbox@uk.bosch.com

November/December 2019 The Installer’s Choice

23

GUEST ARTICLE - APPRENTICE COMMENT

When I grow up I want to be...

Saffron Bowyer, a gas engineer apprentice at Matt Grange Gas and Oil Heating Services, shares with us what inspired her to becoming a heating apprentice and what it’s like to work in a male-dominated industry.

“From a young age, I’ve always wanted to do something handson and I’ve never been extremely academic, so I knew I’d struggle with university. I started looking to see what jobs were available and the truth is, different trades have different challenges. I knew I wanted to learn as much as possible and I knew that if I went into plumbing, gas could be an option for me as well.”

Saffron enrolled in Middlesbrough College and although she started out studying Performing Arts, she ended up doing a diploma course in plumbing which she managed to complete in just over two years.

However, the transition out of college wasn’t easy.

“I struggled quite a bit at first, 24

it’s quite hard to find people that want, or need, an apprentice.

People seem to find it hard to get their head around a woman even wanting to do an apprenticeship, it threw them off a little bit and they were quite sceptical. It was extremely disheartening after a couple of years of trying, but I persevered and look where I’m at right now!”

Consistency was key. Not only did it take Saffron a couple of years to find the apprentice position, it has also required a good amount of encouragement.

“I’ve spoken to a lot of people and I’ve gotten some pretty odd comments. Some men simply didn’t understand why a woman would want to get into the industry, some just simply turned me down without a reason. It was tough.

“I am lucky to have found my team. I found out Matt Grange was looking for an apprentice.

I went and met him for an interview, and he offered me the position!”

When asked what she thinks schools could do to encourage more young women to consider the heating industry as a career path, Saffron emphasised the need for it to be talked about more openly because no one needs to look or act a certain way to do a ‘traditionally maledominated job’.

But most of all Saffron believed in herself and her ability. “We can fix and solve problems and get the same results as males. We can do just as much as men can, sometimes they may be stronger physically, but we might be stronger in other ways. You need to be thick skinned, just do what you want to do.

“There is a big issue in the heating industry at the moment, with a skills gap that is widening.

By limiting possibilities to just young men, we will never see this change. I would like to encourage women of all ages who are interested in this career path to simply persevere and pursue their dream.”

The Installer’s Choice November/December 2019

REQUEST FOR ARTICLES

What do you want to hear about?

Here at Worcester Bosch we value your feedback. Whether it be when developing new products or rehauling our training programmes to better suit you - and Installer’s Choice is no different!

We’re always interested in your viewpoints, tips, stories and thoughts on any of the articles we publish. Whether it’s to write your own article or provide some insights to the industry and products we want to hear from you!

Whether it’s articles that will benefit your business or some more fun articles - we want to make sure that Installer’s Choice is your go to for the information you need.

@WorcesterBosch

@WorcesterBoschProfessional

@WorcesterBoschProfessional

Get in touch at marketing.mailbox@uk.bosch.com with your suggestions and help us make Installer’s Choice essential reading!

November/December 2019 The Installer’s Choice

25

INSTALLER’S COMPETITION VOICE

Win With Worcester Winter is truly upon us and although it is cold outside it does mean that Christmas countdown is on!!

Worcester

B osch Prof

essional

To celebrate the festive season, we want to know what you think Bobby is thinking about in this photo. We’re looking for the best festive caption for what’s on his mind!

The most inventive caption will be in with the chance of winning a brand new…

GREENSTAR BRASS SYSTEM FILTERS FROM WORCESTER BOSCH!

Like d by Bo

bby the Bo

iler, Wor

cester the Cat and 1.

Please send 5k others your entr y to marketing .mailbox@ uk.bosch.c with your na om, me and con tact numbe by 31st Jan r, uary 2020 .

Subject line : Installer’s Choice No vember/De competitio ce mbe r n

For full terms and conditions please visit: worcester-bosch.co.uk/IC-competition.

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The Installer’s The Choice Installer’s November/December Choice May/June 2019

KEEP IN TOUCH

Keep in Touch To help you stay in touch with our Technical Area Sales Managers, we are continuing to profile our teams across the country. This issue: North West

Louis Dodds Technical Area Sales Manager 07767 253717 Louis.Dodds@uk.bosch.com

Ben Pennington Technical Area Sales Manager 07812 548026 Ben.Pennington@uk.bosch.com

CA, DG, FY, LA

L, PR, WA

Matthew Leech Technical Area Sales Manager 07767 432566 Matthew.Leech@uk.bosch.com

Lee Cain Technical Area Sales Manager 07790 488601 Lee.Cain@uk.bosch.com

CH, CW, IM, LL

M, OL, SK

Paul Jones Regional Sales Manager 07790 489969 Paul.Jones@uk.bosch.com

Steve Horton Key Account Manager 07767 432533 Steve.Horton@uk.bosch.com

Richard Hodgkiss Senior Technical Area Sales Manager 07767 432572 Richard.Hodgkiss@uk.bosch.com BB, BL, WN

To find your local Technical Sales Manager, visit worcester-bosch.co.uk/professional and scroll to the bottom of the page.

November/December 2019 The Installer’s Choice

27

INSTALLER’S VOICE

Because everyone deserves quality.

Fit a premium brand at an accessible price with our new Worcester 2000 combi.

As part of our winter promotion, both 25 and 30kW models come with a Greenstar Comfort+ II control in every box! worcester-bosch.co.uk/2000

6 * 24

The Installer’s Choice May/June 2019 *When installed with a Greenstar System Filter. Subject to terms and conditions.