February 11, 2025

KDS Plumbing & Heating Supplies – In award contention 

An emphasis on customer service has not only enabled KDS Plumbing & Heating Supplies Limited to triple its number of branches since it was created in 2017, it has also seen the South-East-based business being nominated for a prestigious BMJ Industry Award within the Plumbing & Heating Merchant of the Year category. 

“It’s easy to get so wrapped up in the day-to-day running of a business that you forget just how far you’ve come and what you’ve achieved,” explains David McNeill, Sales Director and Co-owner. “To be shortlisted for an award has therefore been fantastic and has provided a great opportunity for reflection.” 

Having previously worked for a well-known plumbing merchant, David and his two business partners decided to take the plunge and create their own company with the opening of a branch in Hove. A second trade outlet in Peacehaven followed a year later, while the opening of a third branch in Worthing became the first of the company’s portfolio to house a bathroom showroom, a feature that has since been added to the original Hove site.  

Across its three trade branches and two showrooms, the company employs a workforce of around 20 people, including a couple of part-time administration staff.  

“Since the very beginning, our primary objective has been about putting the customer first,” adds David. “We have a core of very loyal customers that understand the effort we put in on the service side. At the same time, we also represent strong value from a pricing point of view, as we’re operating in an extremely competitive marketplace. Being part of the National Buying Group has been particularly important in this regard, especially when it comes to competing with the larger national operators.  

“We’ve been members of the NBG for just over two years now and being able to tap into their buying power has been really beneficial. We’ve been on a journey with them and they’ve been able to open a number of doors for us and secure some highly competitive deals on our behalf. They also provide a fantastic forum to bounce ideas around with our fellow members and they’re always at the end of the phone if we have a query that needs answering.” 

NBG’s input has allowed KDS to compete with much larger operators on pricing while ensuring its ongoing truly independent status. This is again reflected in its customer-orientated ethos. “Our customers are never a number to us, which is demonstrated in our approach to meeting their needs. We’re very flexible and reactive in the decisions that we make. We’re therefore able to provide a bespoke service for our customers.” 

The support from NBG has been all the more important at a time when the general marketplace has proven challenging. “The last 12 months have been tricky and the general picture has been tougher than it has been previously,” says David. “Whilst things have been slightly stale, the signs are becoming more promising and activity is increasing.  

“Now that the election is done and dusted, we’re hoping that the more settled situation will lead to a return in confidence, which in turn will lead to more positivity within the economy and provide a much-needed boost. In the meantime, when we’re quiet we often find that it’s the best time to come up with USPs that our competition don’t offer. It’s also a great opportunity to take a fresh look at the product side of things and come up with new ideas aimed at getting the best out of the stock we hold. Although it’s challenging, we try and make the best of the quiet moments and use them as an opportunity to develop a forward-thinking strategy. 

“On the wider stage, the uncertainty in the Middle East and the ongoing conflict in Ukraine have had an impact from a supply chain perspective, particularly with rising prices. The main aim is to grow the business further, but we’re realistic about the prospects of the market.  

“We’d love to open another branch, but we’ll only do so if the right opportunity becomes available. The most important factor is ensuring that we recruit people that fit our mould and have the same values as what we do. We are always looking for potential new locations but we’re sensible in our approach.” 

This philosophy has served KDS well so far and a fourth branch is surely only a matter of time. Thanks to its emphasis on service, further award recognition will undoubtedly be on the cards too.