When service matters

In today’s competitive industry, it’s often said that products can be copied, but service cannot. For fabricators, the difference between a supplier and a partner comes down to the reassurance that their hardware provider will deliver at every level. This is the view of Rob Hartill, commercial director at Safeware, who discusses how they work with fabricators to keep their businesses moving.

Across the industry, expectations have never been higher. Rising compliance demands, tighter lead times and greater competition means fabricators need more than a box-shifting hardware supplier.

They need a dependable partner who can give them peace of mind that products will be delivered in full and on time, tested to the right standards and backed up with expert advice when it matters most. In a sector where margins are tight and reputations are on the line, the quality of service can make all the difference.

That’s where Safeware comes in. For more than three decades, we worked exclusively with Epwin Window Systems fabricators, earning a reputation as a trusted partner known for service excellence and technical expertise.

This year we took a decisive step forward, opening our portfolio to the wider window industry. It means every fabricator, regardless of system, can now access the same consultative support, specialist knowledge and comprehensive product range that have made Safeware synonymous with reliability and results.

Today our portfolio includes more than 2,500 products from over 70 respected hardware brands, covering both PVC-U and aluminium. But what really sets us apart is the reassurance behind every delivery. The confidence that products will arrive on time, that compliance is built in as standard and that expert support is always available when it matters most.

Delivery is one of the areas where service always counts. A delayed or incomplete order can halt production and cause costly disruption, so we’ve built our supply chain around reliability. With more than 98% on-time-in-full performance, regularly reviewed to ensure consistency, and free next-day delivery on orders over £500, we give fabricators the certainty they need to keep production schedules running smoothly and customers satisfied.

But good service extends far beyond logistics. Fabricators also need confidence that the hardware they’re fitting is fully compliant with the latest industry standards. Every product we supply undergoes rigorous indicative testing in our in-house Telford facility before being independently verified by a UKAS-accredited laboratory. This double-layer approach means our customers can trust that compliance is always covered without the additional time or expense of arranging it independently.

Technical support is another area where we make a difference. Our customers know they can access 1:1 support whenever they need it, whether that’s on-site guidance, product training or help with troubleshooting.

This consultative approach means we work as an extension of each fabricator’s own team. One Midlands-based customer recently summed up the difference this makes: “Safeware understood exactly what we needed. They delivered on all fronts, from new letterplates to lock systems and supported us every step of the way. It’s made a real difference to how we work and what we can offer our customers.”

Of course, service is only part of the equation. Fabricators also need hardware that performs and evolves with market demands. That’s why innovation has always been central to our offer. Many of our most successful products including the Safeware 7 and 8 locking systems, the SFS Dynamic 2D hinge and the Yale SensCheck smart lock were developed directly in response to customer needs.

Our latest breakthrough, the Safeware 3* Cylinder featuring patented ALPS (Always Locked Protection System) technology, goes beyond existing standards to deliver resistance against forced entry. It has passed the Sold Secure Diamond 2024 test, the toughest in the industry, and is backed by an anti-break-in guarantee.

Behind every product and every service statistic is a dedicated team focused on the customer. From our warehouse operations through to technical advice and commercial guidance, we’re committed to delivering a service fabricators can rely on. And we combine decades of experience with the flexibility to adapt quickly as market demands evolve.

So, if you believe that service should matter as much as the product itself, now is the time to discover the difference Safeware can make to your business.