MARK DENMAN: YOU INSPIRE ESBE
2025-09-16
In-House Expertise and Premium Products
For Mark and his business partner Liam Barry, delivering high-quality system designs and installations hinges on their ability to control the entire process. Drawing on years of in-depth training and industry experience, they personally design 90-95% of their systems.
By controlling the entire process themselves, they eliminate external interference. This ensures a thorough understanding of every detail, from the initial design to future maintenance. When combined with premium products from trusted brands like ESBE, Viessmann, and Flamco, this comprehensive expertise guarantees Customer Renewables consistently delivers exceptional quality.
Maintaining consistent quality as a company grows can be a formidable task, but Mark attributes their success to a robust strategy centred on continuous learning and empowering his team.
Mark emphasizes that training is paramount. He believes in investing in his team's development beyond just project work, enabling them to attend seminars and learn new concepts.
- We recently did training with ESBE where we all got together. You have to allow time in your diary where you go, 'right, this quarter, these days are for training, he explains, highlighting the importance of dedicated training time.
Beyond formal training, Mark fosters an open and collaborative environment where every team member is encouraged to contribute and make informed decisions. He champions autonomy, allowing his team to make on-site decisions if they see a better way to do something.
- We are a very open company where everyone has a voice and everyone has the ability to learn, train, grow and develop, and I think that that's what sets us apart, Mark states.
Navigating through the UK Heat Pump Landscape: Challenges and Solutions
When asked about the biggest technical challenges and how to overcome them, Mark draws a comparison to European installation practices. He observes that Northern European countries often prioritize doing things right from the outset.
- I think what we've done in the UK is we've patched over stuff, Mark explains, highlighting a tendency to add layers of fixes rather than addressing root issues.
He advocates for a more fundamental approach:
- Sometimes you have to strip it all out and start again.
Mark also highlights issues with client price expectations, where a vast disparity between excellent and very cheap installations makes it difficult for consumers to judge true quality.
A specific technical pain point Mark frequently encounters involves crucial components like mixing and diverter valves. While high-quality options like ESBE valves are essential for robust, reliable systems, some installers struggle with their proper setup. Mark describes the common frustration:
- The biggest problem I find is still not just fitting ESBEs, but the barrier in understanding how to set one up. I often receive calls from installers who've powered a valve only to find its motor running the wrong way. I guide them through the steps, “take the head off, spin the crown ramp" - only for them to exclaim, "Christ. OK, that makes sense! But I don't know how to do that again!?” This feedback clearly highlights a need for improved technical support.
When asked about existing tools like ESBE's app, Mark acknowledged its brilliance, especially for users familiar with ESBE products. He highlighted the app's ability to visually guide users, allowing them to match the valve's physical action with the app's instructions. However, he cautioned that without prior knowledge or the ability to observe the valve's movement in conjunction with the app, users might find it confusing. To address this, Mark strongly advocated for short, practical video tutorials.
While much of this type of content is already available on ESBE's YouTube channel, the ESBE Marketing department definitely appreciate the feedback - we're always listening to our users and will certainly extend our video library shortly!
Driving Heat Pump Adoption: Education, Economics, and Installers
Increasing heat pump adoption requires addressing three core areas: education, economics, and installer development.
A big challenge is getting the end customers to understand how a heat pump works, what it can do and why it’s a good alternative. A significant hurdle identified, is pricing, due to the persistent discrepancy between the cost of electricity and the cost of gas.
- I believe the most pressing challenge facing the heating and renewable industries right now is trade training for installers. While hands-on training and videos are great, the difficulty for SMEs and self-employed individuals is the loss of earnings when they take time off for training. With the high cost of living in the UK, taking two days off for training is a significant financial hit, Mark says.
This leads to the question: can training be done in their own time? Mark thinks that more remote learning options would be invaluable. This puts the focus on the installer to push themselves forward. Manufacturer days and merchant mornings are useful, but we need to focus on getting installers trained on the right equipment and how to use it. Because this is biggest barrier in the UK right now.
Mark suggestions for more flexible and accessible training options:
● Remote learning: Videos, webinars, and online evening classes would be invaluable as they allow installers to train in their own time.
● Short Social media videos: Reels and links to training videos can be very helpful.
● Focus on the right equipment: It's crucial that installers are trained to handle and use the correct equipment.
Mark sees Artificial Intelligence (AI) as a transformative force in training and technical support. He believes that AI can play a massive role, especially regarding technical data and interactive videos that can guide installers and provide real-time feedback.
YOU INSPIRE ESBE - Mark Denman
Why this focus on renewables?
Having worked in the industry since 2003, from an apprentice to a fully qualified gas engineer, the last 10 years has been focused on renewable energy solutions. Mark's decision to specialize in renewables was driven by foresight. He explains it like this:
- The market was simply heading in this direction for the companies I was at the time, in the commercial industrial sector and later in the refrigeration industry. I could clearly sense where the market and the future were going, and this is where I wanted to be. This is how we move forward for generations to come. I didn't want to get into it too late, I wanted to be at the forefront of it.
Mark's commitment to excellence, his proactive approach to challenges, and his vision for a more skilled and efficient industry are truly inspiring. His insights underscore the critical role of continuous learning, embracing new technologies like AI, and ensuring that installers are equipped with both the knowledge and the right tools to navigate the evolving energy landscape.
We extend our sincere gratitude to Mark Denman for taking the time out of his busy schedule, even from his car on the way to a job, to share his invaluable perspectives with us. Thank you, Mark, for inspiring ESBE and fellow professionals in the HVAC sector.