Impressing our judging panel with its top-notch customer service (and not for the first time), LCM Flat Roofing has been named Which? Trusted Trader of the Month.
The company, which previously scooped a Trader of the Month award back in August 2020, specialises in pitched roofing and tiling, fascias and soffits, guttering, cladding, chimneys and conservatory conversions. In fact, LCM told us it will cover 'anything roof related.'
We caught up with Liam Mellor, proprietor of LCM Flat Roofing, to find out what the secret is to running a successful business valued by its customers.
Do you think your company has what it takes to win? Read our guide on how to be the next Which? Trusted Trader of the Month.
A decade of growth
LCM Flat Roofing has now been operating for more than 10 years, steadily building a customer base that values the firm’s attention to detail. Initially, the company specialised in long-lasting flat roofing, but has since expanded to cover all aspects of roofing.
The company is managed by its two directors, Liam and Jo, working alongside a wider team that Liam says he ‘couldn’t be without.’
Speaking on the company’s growth since its previous Trader of the Month award, Liam told us: ‘We believe we have gone from strength to strength. Despite the coronavirus pandemic, we have had our busiest year yet! We believe this is due to our continued commitment, hard work and excellent service.’
Reacting to LCM Flat Roofing becoming our Trusted Trader of the Month for April, Which? Trusted Traders account manager Lucas Inglis said: ‘It has been such a pleasure to work with LCM Flat Roofing. They thoroughly deserve it.’
‘When I speak to Liam and Jo, the passion for their business really shines through. Their goals and the way they carry out the work fits the Which? Trusted Traders ethos perfectly. You can tell they really believe in their business and are doing what they can to provide outstanding service.’
Happy customers share their thoughts
At the time of writing, LCM Flat Roofing has a flawless customer score of 5 on the Which? Trusted Trader website, based on nearly 200 customer reviews.
One happy customer writes: ‘My original fibreglass garage roof fell victim to Storm Eunice and was a total write-off. LCM Flat Roofing came over to view the damage and tendered an acceptable quote for the work to replace the roof. Work was carried out a few days later, completed in a day and care was taken to remove waste. Friendly and great service.’
Another satisfied customer was also blown away by the team’s professionalism. They said: ‘We had our fascia boards and gutters replaced after Liam had attended and provided helpful and knowledgeable advice and a quote. The job was completed ahead of schedule, the team were polite and considerate and the site was left tidier and cleaner than when they had arrived!’
More recently, LCM Flat Roofing teamed up with Which? magazine to provide extra value to readers. In the company’s application, Jo explained: ‘Liam was contacted by Which? to comment on how insulation can be provided and how it can work most effectively in customers’ homes. We are extremely flattered that Liam’s comments will be featured in April’s Which? magazine.’
Discussing his company’s relationship with its customers, Liam told us: ‘Our main focus in business is always the customer and we love nothing more than hearing great feedback from our customers. We value any feedback as we are constantly evolving and adapting to deliver the best customer service that we can.’
‘That starts with the first point of contact, usually a phone call, right through to invoicing the customer at the end. We can only try our best, and will continue to do so.’
As a long-standing trader specialising in roofing, Liam told us that he often hears from customers that say previous roofers have let them down.
He explained: ‘Unfortunately, the roofing industry is renowned for ‘cowboys’. However, we do everything possible to prove otherwise and being part of the Which? Trusted Trader scheme does exactly that.
Feedback from our judges
After reading through LCM Flat Roofing’s application for Trader of the Month, our judging panel knew they had found this month’s winner.
One of our judges said: ‘The team at LCM Flat Roofing is obviously very proud of its endorsement. There’s a great customer focus, too.This is the company’s 10th year in business and they’re still going strong.’
Another member of our judging panel added: ‘Liam and the team clearly care about their customers and about changing the way people perceive roofers. It sounds like they do a fabulous job and their Trusted Trader page is packed with loads of great reviews.
‘They’ve used the logo everywhere, plus LCM Flat Roofing has done lots of work with the local community and for charity.’
Customers value the Which? Trusted Trader logo
We asked Liam if the Which? Trusted Trader logo has an impact on how people judge the company.
The LCM Flat Roofing boss told us: ‘[The logo] has positively affected our business and we have continued to grow during the coronavirus pandemic. Customers are spending more time at home and seeking advice from us on how to improve their efficiency and cosmetic aspects of their homes.
‘Dealing with a Which? Trusted Trader is a security blanket to our customers. They know right away that they can trust us and have access to our profile and our selection of customer reviews. It really starts everyone off on the right foot.’
LCM FLat Roofing makes an effort to show off the Trusted Trader logo as often as possible. You’ll spot it on the company’s paperwork, its vans, advertising boards and uniforms.
Speaking on the steps behind becoming a Trusted Trader, Liam explained that the process is thorough, but essential.
He said: ‘It’s not easy to become a Which? Trusted Trader as every part of your business is analysed. However, this makes it all the more worth it. We feel we have worked hard to earn our endorsement.
‘I couldn’t think of a more prestigious or credible endorsement to be part of. It really feels that we are part of something quite special.’
Congratulations to LCM Flat Roofing Ltd for winning April 2022’s Which? Trusted Trader of the Month award.