Heating and plumbing specialists Gair Home Services has been named November 2024’s Which? Trusted Trader of the Month.

From the high standard of care given to customers to the dedication shown in giving back to the community, this Hampshire-based company has gone above and beyond in more ways than one.

We caught up with founder and owner Andy Gair, as well as Bex Wilson, marketing administrator for Gair Home Services, to find out more about the company’s achievements and what being a Which? Trusted Trader means to them.

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Two decades of growth

The company was started by Andy Gair - an ex-British Gas engineer with over 30 years of experience already under his belt - in 2002.

Originally founded under the name ‘Gair Gas’, the company has expanded over the years from focusing mainly on boilers to offering more home services, such as plumbing, electrics and home renewables.

Regarding the beginnings of the brand, Bex told us:

‘Andy had a vision to create a local trusted gas company in Hampshire, that would provide its customers with exceptional customer service and quality workmanship. With the support of his wife Alex, together they brought Andy’s vision to life and have built a well-known and trusted company that serves the entirety of Hampshire.’

‘Over 20 years now since the beginning of Gair Home Services, Andy and Alex took their passion for their customers and made the big step of opening a showroom in the heart of Chandler’s Ford where they are based. They have created a space where they can not only show all of the incredible things they can do, but also where they can connect with the community.’

Gair Home Services now has 20 members of staff, including engineers, an administration team, and young apprentices.

Caring for the most vulnerable customers

It’s paramount for certified Which? Trusted Traders to consistently deliver on great customer service. This is particularly important when it comes to taking care of older or more vulnerable customers, who are all too often victims of scams.

‘The ambition of the business was always to provide great customer service,’ says Andy. ‘We always answer the phone in person, so customers are always speaking to a person, not a computer.’

‘We have our own policy for customers who may be vulnerable,’ adds Bex. ‘We work hard to ensure that we take the correct steps when communicating with a customer we know or believe to be vulnerable, and take the time to listen.’

Bex also tells us of the additional training the engineers will soon receive to keep their customers in even safer hands: ‘We are about to provide CPR training to our engineers, in conjunction with the charity we support, the Hampshire and Isle of Wight Air Ambulance. As we work with many older, and vulnerable customers, this will be a great skill for all of our engineers to have.’

This level of care didn’t go amiss with our judges, with one saying that ‘the time they take to make sure vulnerable customers are given above-and-beyond service is something I really like’. Another commented that they ‘admire them particularly for CPR training which shows they don't just think specifically in terms of industry requirements’.

Outstanding charity work and giving opportunities to young workers

When it comes to charitable work, the team at Gair Home Services has had plenty of experience. 

‘Most recently, our director Andy completed three marathons in three days on the North Cornwall coast in support of the Hampshire and Isle of Wight Air Ambulance Charity,’ says Bex. ‘This was a particularly difficult challenge for Andy and his team with the weather against them, a very hilly trail, and very sore feet!

‘Andy raised over £800 for the charity, who are currently on a life-saving mission to build a new air base so that they can provide their amazing services to more people across Hampshire.’

The team also sponsors a number of local events, including The Hilt Community Centre's Dog Show. 

Gair Home Services has also had apprentices recently qualify under their care. Bex says: ‘We’ve had two apprentices recently qualify, one gas engineer and one electrician. We also have our youngest apprentice currently undertaking his ACS exams. We are so proud of all of them and what they have achieved through their hard work and determination. It has been brilliant for us as a team to see them grow and learn over their time as apprentices with us.’

Which? Trusted Trader accreditation helps customers feel reassured

‘The company has been Which? Trusted Trader-certified for many years,’ says Andy. ‘The membership runs inline with the team’s own core values - giving good honest advice to our customers. Many of our customers come from Which? as it gives them the reassurance that we are a reputable company who will provide a great service.’

‘This is the first time that we have won Which? Trusted Trader of the month,’ added Bex, ‘and we are so excited and grateful to have been awarded such a coveted award in the industry.

‘It is a mark of trustworthiness that our customers recognise and value, and has certainly helped us obtain a number of customers. To win this award means so much to us as a small company, and hopefully we can one day win again!’

Congratulations to Gair Home Services!

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