The final in our series of Heating Installer Awards 2025 winner interviews sees Installer talk to Craig Gilhome, the 2025 National Winner & Best HVAC Installer, about what winning has meant to him and his business.
Q: Winning the North East regional title multiple years in a row, followed by being named National Winner and Best HVAC Installer in 2025, is a huge achievement. What did that recognition mean for you and your business?
A: Being recognised by fellow peers was the ultimate in recognition. My business has been going over 20 years now, so for me life isn’t about getting more work, it’s about getting the right type of work. The award has really helped to bring in the type of enquiries I was hoping it would.
The main change is that I used to visit customers and offer advice free of charge. Quite a lot of the time the customer would take this advice then source someone on a more preferential rate to do the work. Now, with the award, I can tell clients that I can help them, but they will need to pay for my advice – and they do. The award really sets you apart from everyone else visiting a job to quote.
Q: Tell us about the project you entered. What made this job a real test of your skills and experience?
A: The project was a real challenge in terms of integration. I installed MVHR, a ground source heat pump, underfloor heating, fitted the bathrooms and everything in between! The main challenge I had was that there was a house designer, an MVHR designer, an architect, manufacturer and the customer: I had to co-ordinate them all to ensure the project was successful, because I was dealing with the whole house, not just the heat pump.
Q: Looking back, which decision had the biggest impact on the final outcome of the project?
A: To go with MVHR. The homeowner has been delighted by the impact of this. From time to time they contact me about upgrades to the software, and I also visit to service the system, so do stay in touch with them. The projects I complete rarely mean I can walk away and never see the client again, so customer service is crucial. It’s something you’re not taught about but should be.
Q: What’s a detail in the install that most customers might not notice, but another experienced installer would immediately appreciate?
A: Probably the integration of the systems. Everything works together and makes sense, and it can all be monitored.
Q: What did you enjoy most about being part of the Heating Installer Awards?
A: For me the key highlight was the regional winner’s event, which takes place a month before InstallerSHOW. It was a fantastic way of getting to know the Year 10 fellow winners closely in a relaxed environment. It really helped us to feel part of this growing community of winning installers, particularly as previous winners also attended. The show itself can be quite busy so the regional event allows you to have quality conversations.
Q: Since winning at a national level, has it changed the type of work you’re taking on or the conversations you’re having with customers?
A: It’s meant that I’m being sought after for larger projects now, as people trust me even more. And we all know that you only get great by doing the great jobs. It’s fantastic to have people trust you to deliver these big projects for them.
Q: For installers looking to raise their game in HVAC, where would you suggest they focus first?
A: I’d advise focusing on MVHR as I think it’s a real growth area. No one is really taking control of it, as it tends to sit between the job of a plumber and an electrician. If plumbers and heating engineers can own it, that’s another string to our bow. Particularly in domestic, it really is up for grabs.
Q: What are your predictions for the HVAC industry in 2026?
A: There needs to be a real shift where training is concerned. It’s just not adequate for the job we’re doing. For example, it should be possible for us to take 16-year-olds and train them up onsite. At 16, us experienced installers can give them two years’ on the job training so by the time they reach 18 they are well on their way and worth paying the wages that need paying to 18-year-olds. We need to stop forcing people to stay in full time education as not all of us want to. I know several award-winning installers who have dyslexia (me included) and it’s really important they see that this doesn’t matter. You can become a great engineer using your problem-solving abilities onsite to do great things. It would be far better for these students to be out on the road with us, learning as they go, rather than sat in a classroom learning from books. Let us help them!
Enter the Heating Installer Awards here: heatinginstallerawards.co.uk
Free registration for InstallerSHOW 2026 is now live. Register at www.installershow.com
