Understanding our customers

Contractors

Satisfying all our customers' diverse needs is at the forefront of our philosophy at Moores.

Over the years, Moores has partnered with many contractors. We are aware of your objectives and the challenges you are faced with. We know that your main priority is completing your project on time and on budget, whilst maintaining high standards and achieving resident satisfaction.

Added Value

Moores continues to lead the Social Housing market by producing innovative kitchen solutions that add value to our customers and local communities. Moores is focused on providing the market with the high quality, durable products that comply with all the latest legislation and standards.

Service

Moores Public Sector salesforce comprises over 40 dedicated professionals, all with their own field of expertise and Social Housing experience. Our Salesforce is therefore experienced in new build and refurbishment of houses, flatted developments, and single living accommodation including special needs applications. We can confidently say that with regards to competency and reliability, our clients can be assured that the service provided by our Salesforce is unrivalled within our industry.

Delivery and Leadtimes

We are specialists in delivering to site, with an average of 175,000 deliveries per annum. We have a 98% 'Right First Time' delivery performance, a figure that we are looking to improve on with the recent introduction of our In Cab Wireless system. We have our own delivery fleet of over 55 vehicles, this gives us a great deal of control and allows us to offer our Clients a flexible delivery service. Our Standard lead times are:

• Normal Delivery - 4-6 weeks
• Quick Delivery - 11-19 days
• Express Delivery - 5 working days
• Replacement items - Complete order details received by 10am friday will be delivered by the end of the following working week at the latest.

Customer Service

We are completely committed to providing the very highest standards of customer service to all of our clients. Our Customer Service team has vital public sector experience and is able to react to issues quickly and efficiently. With a ‘Right First Time’ approach, our team has had intensive training in customer care and is part of a continuous improvement programme.

A recent addition to the customer service offering has been the introduction of ‘Multi Functional’ teams. These teams consist of colleagues from various departments, such as Customer Care, Estimating and Accounts, working side-by-side in order to ensure open channels of communication and the maintenance of quality at all levels exists between departments.

The Moores Customer Extranet has been developed to help us work more efficiently with our customers. The Extranet has been developed to answer the needs of your business, providing secure online access to information about your account.

The extranet allows you to:
- Access details of your quotes
- Access current order information including delivery dates & prices
- View details of previous orders
- Submit order queries online
- View Proof of Delivery documentation and Completion Certificates
- Download and share useful documents
- View drawings in the Virtual Design Studio

Innovation

We are known innovators and have been first to market with products such as the repairable kitchen and improved moisture resistant materials for cabinets and worktops. We continue to invest in innovation and have been recently honoured with the LHC Network Innovation in Sustainability Award as well as the Masco Innovation Award.

Resident Satisfaction

One of Moores' main objectives is to delight the residents by providing them with an attractive product offer that ranges from traditional to modern designs. Moores are experts in the surveying process and our Virtual Worlds technology means that the residents are involved in the design of their kitchen. Moores is committed to  resident welfare and has developed ranges specifically for the less-able, wheelchair users and the elderly.

Sustainable Practices

Moores is committed to working in a responsible manner ensuring the protection of the environment. Our environmental improvement initiatives started over 20 years ago and continue to be our top priority today. We have clear environmental objectives that we monitor and measure regularly. Our products are FSC certified, which means that you can have the confidence that they have been responsibly managed from the forest right through to your kitchens.

For more information on our sustainable practices visit our Sustainability section.