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2026 marks the 20th anniversary of Vokèra Ltd.’s Affinity loyalty programme. As part of this milestone year, we spoke to Ian Chapman, co-owner of CHAPS Heating and Plumbing Limited, a family-run business founded in 2012 and based in Edinburgh. CHAPS offers a range of services, including boiler installation, service and repair. Ian discusses his experience of working with Vokèra, and how Vokèra’s Affinity loyalty programme benefits him and his team.

How long have you been working with Vokèra and been a member of the Affinity loyalty scheme?

We’ve been on the Affinity programme since 2022. Originally, we’d started by looking at some of the entry-level boilers and we were impressed with the quality, prices and the warranties. We installed one and we were further impressed. After that, we tried another couple in the range and started installing them for customers. They performed well wherever we fitted them, so we decided to jump on board and join Affinity, and Vokèra boilers became our go-to’s.

Going back decades, Vokèra was extremely strong in Scotland, particularly across the central belt in the mid to late 1980s. It was one of the first manufacturers producing mass market combi boilers, so we still see plenty of older Vokèra units around today.

Since starting with entry-level models, have you installed other Vokèra boilers? 

We have, and from an installer’s point of view, we find the whole range strong. It covers all bases: entry level, mid-range and top of the range options, with warranties from 5 to 12 years. That means you can offer a solution for pretty much any customer. There’s a Vokèra boiler in the range to suit 90% of households.

Are there any particular features or products that really stand out for you?

The Pinnacle is the premium boiler in the range and a very impressive model with a 12 year warranty. When I first started in the industry, boilers were all dials and buttons. Now we have boilers like Pinnacle, with responsive, touchscreen displays that provide a completely different user experience. One of the things that I particularly like about Vokèra boilers are the stainless steel heat exchangers. For longevity, stainless steel is far superior to aluminium. This was one of the reasons I decided to try Vokèra initially, as even the model that many would class entry-level used quality components. I also find the prices very reasonable for the level of quality. You’d expect to pay hundreds more for that level of technology from some other brands.

Do customers recognise and appreciate those features too?

Yes, I think people generally have more appreciation for the different features that modern boilers offer, and want to understand more about how they operate. Whenever I install a boiler, I always make a point of talking customers through how the boiler works and why certain settings matter. Obviously, energy efficiency is key and customers are always keen to learn how they can keep their energy bills as low as possible. For example, explaining that running radiators at 65ºC rather than 75 or 80ºC can save money and they won’t notice any drop in comfort, but they will notice lower bills.  

How have you found the level of support from Vokèra, for both installers and customers?

I’ve always liked the support we receive, not just technically, but on a human level. People buy from people, and the team at Vokèra have always been so helpful whenever we’ve needed to ask questions or get technical advice; we’ve never had a problem. When you receive good support from a manufacturer, you’re far more likely to stay loyal. Vokèra has employees who have been with the company for many years and know the products inside out. As an installer, that gives you great confidence.

What are the key benefits of the Affinity programme for installers? 

There are many benefits that help us on a day-to-day basis, but the Affinity portal is particularly useful. We can commission boilers, register warranties and complete all of the paperwork involved in an installation, online and in one place. It saves a lot of time and simplifies those processes. Immediately after installation, I download and print the warranty details, contact details, include them with the instruction manual and leave customers with a complete, professional pack. It reassures them that everything is registered and covered.  I also tell customers I’m happy to be their first point of contact. If it’s something simple, I can often sort it quickly. If it’s more involved, I’ll contact Vokèra on their behalf to arrange support. That extra layer of service gives customers confidence.

The loyalty rewards are a great benefit that we enjoy receiving. The gifts do make you feel that Vokèra values your business.

You created a Vokèra Installers group on Facebook; what was the idea behind that?

There was nothing else like it, so I thought it would be a good space for installers to ask questions in their own time, whether they’re curious about the products facing a technical issue. Some of the group members have huge amounts of experience, so there’s a great pool of knowledge to give advice. Vokèra’s Technical Trainer, David Iszchak, also posts videos and runs online sessions, which really helps.

Vokèra is a part of Riello, a leader in high energy-efficiency heating solutions. For further information, please visit www.vokeraaffinity.co.uk