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Business Model

We are a specialist distributor who creates value through the expertise of our people, our scale, bespoke logistics network, technology and the support and service we give our customers. We partner with them to improve their construction, renovation and maintenance projects.

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Key resources and relationships


Fundamentals of our business

  • Source

    45,000 suppliers

    We have a diverse supplier base providing us with a wide range of over one million of products worldwide.

  • Distribute

    15 distribution centres

    We service our customers through a network of distribution centres and branches where we offer support and advice.

  • Sell

    +1 million customers

    We sell to and advise customers through branches, showrooms, e-commerce and central accounts.

What makes us different?

  • Best
    associates

    We aim to recruit, develop and retain the best people with a passion for customer service. We have a strong sales culture which helps drive profitable growth.

  • Customers
    value scale

    We have market leading positions in the majority of our markets. These markets offer opportunities for strong growth and continued consolidation. As a market leader, we benefit from economies of scale across our supply chain network, sourcing and technology that many local competitors cannot compete with.

  • Differentiated
    service offering

    We aim to recruit, develop and retain the best people with a passion for customer service. We have a strong sales culture which helps drive profitable growth.

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The value we create

Strong returns

We are able to generate strong returns by consistently winning market share and efficiently managing our operations. Our benefits of scale also help to improve our margins.

Our shareholders

We are committed to delivering long-term value to our shareholders and sharing in our success through dividends.

Investors and Media

Our customers

We provide essential products and services which enable them to run their operations efficiently. We pride ourselves on our levels of customer service, which is reflected in our net promoter score in the USA.

57%

is amongst the highest in our industry (2018/19)

Our Customers

Our associates

We work hard to make sure associates are safe and have a place of work where they feel motivated and part of our success.

Our People

Society

We understand and respect our role in minimising our carbon footprint, focusing on eco-friendly products and playing our part in supporting a variety of community and charity initiatives.

  • Carbon emissions

    12.9%

    improvement versus 2015/16 baseline (23.3 to 20.3 tCO2e per $m revenue)

  • Total waste

    8.1

    improvement versus 2015/16 baseline (3.7 to 3.4 US Tons per $m revenue)

Sustainability