Residential Building and Remodel

Residential Building and Remodel operates a national network of 247 showrooms, serving consumers and trade customers.

Key Highlights 2020/2021:

  • Expanded capabilities in our showrooms by leveraging our Build with Ferguson platform
  • Expanded customer choice with additional product offerings
  • Increased coverage for delivery and installation of appliances

Key products and services:

  • Consultation, advice and project management
  • White glove appliance delivery and installation
  • Kitchen and bathroom plumbing fixtures
  • Appliances
  • Decorative lighting and fans
  • Cabinetry and cabinetry hardware in select markets

Showrooms display bathroom, kitchen and lighting products and assist customers by providing advice and project management services for their home improvement projects.

Customers include consumers, builders, designers and remodeling contractors. The builders, designers and remodelers utilize the showroom network to help their clients, typically homeowners, to select the products they wish to install for their bathroom, kitchen and lighting projects. These professionals expect Ferguson to understand their business requirements and assist their clients through the selection process in our showrooms. We also sell into the new construction market with customers working with us for our significant product range, know-how and the timely delivery of products. In most instances this work is awarded in contracts at the regional or national level.

Our residential builder customers continue to benefit from our expanding product range, robust supply chain and product availability. During the year, we expanded our exclusive partnerships for own brand products with some of the countries largest home builders.

During the year, we expanded capabilities in our showrooms by leveraging our Build with Ferguson platform. Our showroom business will continue to focus on leveraging technology to improve the customer offering, both to consumers and the trade. We also look to further develop the omnichannel platform to ensure frictionless interactions across physical stores, online and mobile apps.

Earlier in the year, we were continuing to schedule many virtual appointments where customers could discuss their project requirements and receive advice on different products, designs and specifications from the comfort of their own homes. However, midway through the year we saw activity levels increase significantly as consumers became more comfortable coming into the showroom network and more willing to allow trade professionals into their homes to undertake larger remodeling projects.

We have continued to enhance both our customer service and product offering through the year. We are expanding our white glove delivery service and are now able to perform installations of a broader range of products while also removing old appliance units. The number of products on offer to customers has also increased through the year and we intend to continue offering customers greater choice in the future.

Ferguson has an estimated market share of 12 per cent in the residential building and remodel sector with an addressable market worth approximately $27 billion.

To read more around how our associates live our values in the residential building and remodel business click here.