Celebrating its first year under new ownership, Nelson Heat Pumps, led by Simon and Briar Duncan, is a testament to perseverance, adaptability, and community support. Transitioning from a smaller family-owned enterprise to overseeing a larger team and implementing new systems wasn't without its challenges, says Briar, but the couple have navigated the journey with resilience and determination.
“We are a small family-owned business which we hope appeals to customers as we understand the importance of a good quality team, doing a high-quality job and having the time to spend with our customers. We are in a constant juggle of home life and work life with four young children but do our best to ensure we deliver the highest standard of work we can. The first six months were challenging as we had to adjust to the demands of managing a bigger operation, there was a lot to adapt to and learn, but once we found our feet we settled into a rhythm.”
Following a family tradition spanning many decades, Simon followed in his father’s footsteps and has been working in the air conditioning business for nearly 20 years while Briar handles administration and ensures a high-quality service to all of their customers. Settling into their roles while striving to maintain a work-life balance is no small feat with four children in tow. But with a great support network, they continue to achieve just that.
Simon’s parents, Greg and Therese, started Duncan Air Conditioning which they ran from their home, and Simon joined the team in 2016. The young couple purchased Duncan Air Conditioning in 2020 before acquiring Nelson Heat Pumps in 2023, amalgamating the two businesses. Greg now brings his own 30 plus years to the industry, working alongside his son. Despite the chaos, the family have embraced the challenges, backed by their incredible staff and the unwavering loyalty of their clientele.
Relocating Nelson Heat Pumps from its original location to 23b Packham Crescent in Stoke marked a significant milestone for the business and has injected a renewed energy, says Briar. “Moving here in February was amazing! There is ample space for everything to go, it is just brilliant. We can now have stock stored on site which in turn minimises the wait time for installs for our customers.”
The logistical aspects of the move were facilitated smoothly, with support from partners like Conroy and the ongoing support from their clientele. “Conroy were fantastic in helping us move and everyone who has stuck with us during all the change has been phenomenal. We really appreciate those who continued to use our services during the transition, the local building companies who we collaborate with, the support from the community and of course our awesome staff for staying with us and putting up with all of the change! We feel the move was timely and has solidified our position as the owners. It is a fresh start for the business.”
Looking ahead, the couple are not content to rest on their laurels and envision further growth, with plans to expand their team by adding administrative support. Their long-term goal is to streamline operations, enhancing efficiency and allowing for more flexibility in managing the business. Central to their ethos is the commitment to focusing on the 'little things' prioritising effective communication and attention to detail in every project - which sets Nelson Heat Pumps apart in the industry. From servicing and maintenance to residential installations and commercial projects, Nelson Heat Pumps offers comprehensive solutions tailored to meet their clients' needs. “We pride ourselves on this, making the little things count, that is what matters.”
In addition to their technical expertise, Nelson Heat Pumps is dedicated to educating customers, ensuring clients understand their systems thoroughly and how to optimise their performance, particularly during colder months when heat pumps may undergo defrost cycles. “One of the biggest questions we get asked is if we service heat pumps, and the short answer is yes! We have also created a link on the website with a range of troubleshooting tips, but we are of course happy to answer any questions people may have!” Nelson Heat Pumps also offer comprehensive solutions tailored to residential and commercial needs, from installation to maintenance.
As Fujitsu accredited installers Nelson Heat Pumps also have access to a number of different suppliers and offer all systems including hi wall and floor mounted consoles, along with popular ducted systems for new homes. They service and maintain both residential and commercial existing heat pumps, ensuring optimal functioning and offer a free no obligation quoting service for customers who may be interested in installing a new system or upgrading their current system.
“We feel it is important to talk to an expert about your heating and cooling solutions before purchasing any unit to ensure that what you are purchasing is the correct size and fit for the space you need heated. We always recommend a technician to come to site before considering your heating options.” This commitment to personalised service underscores their dedication to ensuring each client receives the most suitable and efficient heating solution for their needs.
Offering regular scheduled servicing to ensure your heating options are in perfect order, now is the perfect time to contact the team. “Your heat pump works its hardest during the winter months. Carrying out consistent maintenance helps you protect your unit and improves the efficiency and lifespan of your heat pump, so you get the most out of it.”
As Nelson Heat Pumps embarks on this new chapter in their journey, they do so with a renewed sense of purpose, a commitment to excellence, and a deep appreciation for the community that has supported them every step of the way.
