Customer loyalty is a funny thing. You can’t buy it, and you certainly can’t fake it. It’s something that grows quietly over time, built on reliability, shared values and mutual respect. We’ve always believed that our greatest achievements aren’t just the products we make, but the relationships we build along the way.

Some of our customers have been with us for decades, through product evolutions, new regulations and changing times. They’ve seen us grow, adapt and innovate, and in turn, we’ve had the privilege of supporting their journeys too. One name that stands out among those long-standing partnerships is Davies Partnership.

More Than Just a Customer

Davies Partnership are a client-focused Mechanical and Electrical and Sustainability Consultancy who know a thing or two about designing for the future. They pour their energy into creating better-built environments through sustainable design and technical expertise, investing in the latest technology, software and skills to deliver intelligent, tailored solutions for every client.

But beyond the impressive credentials, they share something fundamental with us: a belief that strong relationships are at the heart of good work. Their culture of collaboration and trust mirrors our own, and it’s that shared foundation that’s helped our partnership thrive for over 30 years.

Recently, we caught up with Richard Lewis, Davies Partnership’s Technical and Quality Director, to talk about where our industries are heading and how, as part of the same supply chain, we can continue working together towards a more sustainable future.

Richard has been a customer of Gilberts for most of his career, and he didn’t hold back on the kind words (which we were genuinely touched by):

“I can count on one hand the companies that have provided a consistent first-class service over my 38-year career, and Gilberts are right up there. It was great to finally visit you and really appreciate the time Roy spent showing us around.

My mentor first introduced me to Gilberts Air Diffusion products in 1987, as I embarked on my career in Building Services. What immediately impressed me was how user-friendly their product literature was. As consultants, we sell time and are constantly seeking efficiencies – clear, concise manufacturer literature is essential to that. I often judge a manufacturer by how little I need to contact them during design; the best provides everything I need up front. Gilberts are class-leading in this respect. Much of their product literature has remained unchanged throughout my career, simply because they got it right the first time.

When it comes to more advanced systems such as natural ventilation and architectural façade integration, that’s where Gilberts’ engineering capability truly shines. They don’t just sell natural ventilation products, they help you engineer integrated façade solutions, which is a rare quality in this industry. It’s all part of the service.

For challenging air distribution scenarios that go beyond a quick catalogue lookup, Gilberts offer both virtual CFD support and real-world laboratory testing in their first-class Blackpool test facility. This is overseen by the building services legend Roy Jones, whom I like to call the Adrian Newey of air distribution. Roy has dedicated his career to developing innovative products that the entire industry benefits from.

And all this comes from a genuine UK manufacturer. Having finally seen their Blackpool factory in action, I can say this is a true UK manufacturing success story. It’s vital that our industry continues to support such companies, especially in these challenging times.

The words I associate with Gilberts are:

Professional. Diligent. Supportive. Innovative. Friendly. And, above all, engineers in the truest sense of the word, which is so often misused.

Why Loyalty Matters

Hearing that means a lot. At Gilberts, we don’t take loyalty for granted. We know it’s earned through the service we deliver, the technical support we share and the small things we do that make a big difference.

It’s in the hours our engineers spend fine-tuning a bespoke solution. It’s in the detailed CFD work that helps a consultant visualise air movement before a single grille is installed. It’s in the confidence our customers have that when they pick up the phone, someone knowledgeable will be there to help.

That’s how loyalty is built. Not with big promises, but with consistency, craftsmanship and care… values that have defined Gilberts since 1960.

Looking Ahead Together

As our industries evolve, so too does our shared responsibility. The conversation with Richard wasn’t just a nostalgic one; it was forward-looking. Together, we explored how we can collaborate to make the built environment more sustainable, starting with Environmental Product Declarations (EPDs) and greater transparency in our environmental data.

For us, sustainability isn’t a buzzword; it’s an ongoing journey. And working alongside partners like Davies Partnership, who share that same vision for a low-carbon, high-performance future, gives that journey even more purpose.

Customer loyalty isn’t just about looking back at what’s been achieved. It’s also about looking forward to what we can achieve next, together.