Case Study - Celsius Plumbing and Heating

Friday 28 October 2022


Michael Cairns is the Company Director of Celsius Plumbing and Heating, a business he started back in 2007 with one van and a single apprentice. He has hired 12 apprentices over the years as his business and team has expanded. Key to the business’s growth has been the creation of a culture and ethos of customer service and to change the perceptions of how customers view plumbers and heating engineers.

These core values made Celsius Plumbing and Heating a perfect candidate for the Edinburgh Trusted Trader scheme, of which they have been a member since 2019.

“A substantial number of new customers have found us via Edinburgh Trusted Trader”

“We joined because we saw that being a part of Edinburgh Trusted Trader was an opportunity for us to showcase the excellent service that we offer to a wider audience via a trusted and reputable scheme.”

The number of customer reviews that Celsius have gathered for themselves over the years has been extremely impressive and Michael attributes that to proactive staff who enjoy gaining recognition and celebrating in the company’s success. He also recognises how their Trusted Trader reviews help them to secure new work, and why it is “our most popular review site.”

The membership tools that are available to Michael and his team such as certificates and vehicle stickers are well utilised; “We display our certificate with pride in our office and various social media channels and display the Trusted Trader vehicle stickers on our fleet of vans” and “appreciate the assistance and support we receive from the Trusted Trader team.”

Michael attributes being a member of Edinburgh Trusted Trader to helping the growth of his business and says, “Without doubt our team has grown as a result of our membership, including taken on another apprentice.”

Having been a member of the Trusted Trader scheme for a number of years, we asked Michael to sum up why he continues with membership year after year:

“Taking the decision to join the scheme has without doubt been one of the best decisions we have made in our 14 years of trading. The year on year growth of the business can be directly linked to the increased sales from the scheme. This allows us to continually invest and develop our people through the power of technology, with customer service at the heart of everything we do.”

Michael Cairns, Director
Celsius Plumbing and Heating

What the business does today

Celsius Plumbing and Heating works across Edinburgh, East Lothian and Midlothian, and describes itself as all things boilers, central heating and plumbing. The team specialises in central heating boiler repairs and servicing, boiler replacements and installations, and general plumbing that runs from tap repairs and toilet repairs through to radiator replacements, central heating chemical flushing and blocked drains. The office is open seven days a week from 8am to 8pm, and an emergency plumber service sits alongside the planned and scheduled work.

The company is Gas Safe registered under business number 300886, and its Trusted Trader listing also covers gas appliance installation and maintenance, gas taps and valves, gas fires and boiler cleaning. For landlords and letting agents there is a package of statutory work in one place: landlord gas safety certificates, electrical inspection and testing, and legionella risk assessment.

Alongside the trade qualifications, Celsius holds WaterSafe approval, is an approved certifier under Scottish Government building standards, and is a member of SNIPEF, the Scottish and Northern Ireland Plumbing Employers Federation. The business is also a Dementia Friends member, which matters in a trade where engineers are regularly working in the homes of older and vulnerable customers.

The reputation Michael describes is visible on the profile itself. Celsius Plumbing and Heating currently holds a rating of 4.9 out of 5 from 1773 verified customer reviews on the Edinburgh Trusted Trader scheme.

Common questions

What does Trading Standards vetted mean?
The business and its owners have been vetted by Trading Standards before being admitted to the scheme, and Celsius Plumbing and Heating has been a member since 2019. Trading Standards vet the business and its owners, they do not check, inspect or approve the quality of the work carried out.

What areas does Celsius Plumbing and Heating cover?
Celsius Plumbing and Heating is based in Edinburgh and covers Edinburgh, East Lothian and Midlothian.

What services does Celsius Plumbing and Heating offer?
Boiler installation, repairs and servicing, general plumbing such as tap, toilet and radiator work, central heating chemical flushing, blocked drains, landlord gas safety certification, electrical inspection and testing, legionella risk assessment, and an emergency plumber service.

• View Celsius Plumbing and Heating's Edinburgh Trusted Trader profile.
• Read Celsius Plumbing and Heating's verified customer reviews.
• If you would like to become a Trusted Trader, you can apply here.
• If you are a Trusted Trader and would like to leave a case study either as text or as a video, get in touch.