Customer Portal

Welcome to Geberit and Twyford

This is your personal guide containing useful information such as how to place an order with us, delivery times, business working hours, useful contact numbers and web links.

You can find answers to many questions that may arise now you have opened your account with us.

Please do not hesitate to contact us should you require any further assistance.

Thank you for choosing Geberit and Twyford.

Our brand values


“Geberit lives and breathes its core brand values of innovation, partnership, know-how, reliability and quality of life. Every decision has been made with its’ customers and people at the heart of it. We build better relationships by working together to discover more effective solutions. We aim to create durable solutions by simplifying the complex and ensuring the safety and dependability of our products and systems throughout their life cycles. Our intuitive products enhance modern living, by setting new standards in design and functionality. Our focus on water economy is part of our long-term contribution to the environment and society.“

Our Values

TEAM OVERVIEWS

CUSTOMER SUPPORT

The Customer Support team provides all aspects of customer support, including order processing, enquiries and discrepancies, also the handling of processes including the supply chain. The Customer Support team are responsible for; sales orders, managing customer issues relating to logistics, day to day queries, supporting the salesforce, answering telephone queries, re-pricing, stock availability, delivery dates, answering emails and general queries from our customers.

TECHNICAL

The Geberit Technical Support team are experts in all technical elements of our products, enabling them to provide customer support from installation guidance, warranty claims to fault finding and general questions. The internal team are supported in the community by our field engineers; our hands on team who visit customers across the UK to repair Geberit AquaClean and other products in our portfolio. Taking inbound calls, emails and social media enquiries, the team are always ready to help and support our customers.

AQUACLEAN CARE TEAM

The Geberit AquaClean Care team work with Occupational Therapists to specify the Geberit AquaClean Mera Care Shower Toilet into the homes of those who need assistance in the bathroom. The team carry out home demonstrations before installation to assess requirements and then return after installation for end user training to ensure the user is comfortable with the controls and their needs are met.

The team also provides training to installers both on site and at our training academy and promote the importance of independence in the bathroom.

ESTIMATING/ PROJECT TRACKING

This team is responsible for project tracking, specification creation and contract pricing. Working closely with clients which include the residential market place including national developers, regional developers, social housing, social landlords, contractor / installers, buying groups and merchants as well as the non-residential market place to include architects, designers and major contractors.

SALES

Our Sales team is dedicated to; domestic and commercial washrooms, supply systems and drainage pipework, prefabrication services and retail bathroom showrooms. Located nationwide, there will always be a local member of the team available to help you.

MARKETING

The Geberit Marketing team focuses on promoting both Geberit and Twyford ceramics, installation systems and Geberit supply and drainage piping systems across the whole bathroom industry. Using a mixture of digital and traditional methods, we aim to deliver best in class marketing, building brand awareness through the trade press, social media, events and exhibitions, over the counter point of sale assets and through our extensive RIBA and CIBSE customer training offer.

PRODUCT MANAGEMENT

The Geberit Product Management team are responsible for managing products throughout the product life-cycle,from market research through to product launch. Striving to deliver best in class product ranges, the team; conduct market analysis, implement range reviews, seek to gain industry product approvals and define category vision. Working closely with internal departments and the wider business, the team provide knowledge and support to assist with both product trainingand customer enquiries.

SUPPORTING YOU ALL THE WAY

Supporting you all the way
HOW TO PLACE AN ORDER

To place your order through EDI, by email or fax, please refer to your head office for instructions.

Orders which need to be placed outside of EDI can be sent to orders@geberit.co.uk which will be picked up by your dedicated customer support team. You will receive an order acknowledgement to the email address provided, and an order confirmation email when your order has been processed, please note this is not a delivery confirmation.

Following from this communication you will receive a stock advice note, this will confirm if any products on your order are currently unavailable, and the estimated date of availability.

RETURNS POLICY

The company does not operate a returns policy for saleable stock or for stock that is defective or damaged upon receipt. Please refer to our website for full terms and conditions.

DISCREPANCIES & QUERIES

On the rare occasion there is a discrepancy with your order,please email enquiries@geberit.co.uk and your dedicatedcustomer support team will be on hand to assist you. Please remember to include your purchase order number (if applicable) and as much information as possible to help us resolve your enquiry quickly and efficiently.

TECHNICAL AND CUSTOMER SUPPORT OPENING HOURS
DAYCUSTOMER AND TECHNICAL SUPPORT
Monday8:00 - 17:30
Tuesday8:00 - 17:30
Wednesday8:00 - 17:30
Thursday8:00 - 17:30
Friday8:00 - 17:00
CLOSED ON BANK HOLIDAYS
USEFUL WEBSITES TO VISIT

Geberit UK
Twyford Bathrooms
Geberit Product Catalogue
Geberit Virtual Showroom
Geberit Merchant Portal
Geberit Download Centre
Geberit AquaClean

LEAD TIMES AND CUT OFF

GEBERIT SUPPLY, DRAINAGE, TOOLING, FRAMES,CISTERNS, PLATES, AND AQUACLEAN

EXPRESS

Must not contain glass, ceramics, pipe, Isol wrap or system rails and tools that contain turbo spray. For product from Pfullendorf the cut off for ordering express is 10.00am, orders processed before this time will be delivered in two to three working days. There is a weight cut off of 70kg.

Please be aware that any orders under weight of 70kg will incur an express carriage charge.

We are unable to offer direct to site deliveries. For further information please contact customer support by phone or at enquiries@geberit.co.uk

The customer is responsible for the unloading of goods at the point of delivery. Any discrepancies must be clearly marked onthe POD and reported to the office within three working days.

GEBERIT AND TWYFORD CERAMICS, FURNITURE, MIRRORS AND SHOWERING

STANDARD DELIVERY

All standard delivery orders will be dispatched using the load plan, please refer to the map below where you can view each zone identified by the first letter/s of the customers postcode, all order cut offs are 12 noon.*

COLLECTIONS

→ Orders that are requested to be collected from our warehouse in Alsager will require a minimum of 24 hoursnotice, 1 day prior to collection

→ Collection times are between 8:30am - 1pm. Subject to change

→ Collections must be booked in with the warehouseon 01270 871 628

→ All drivers must quote a valid reference number to validate them as your representative. Failure to book in advance will result in a delay or refusal of collection

EXPRESS SERVICE

Express service is two to three days. We require express deliveries to be a maximum weight of 600kg, all express orders will incur an express carriage charge.

STANDARD DELIVERY

All standard delivery orders will be despatched using the load plan. Orders are to be processed before 12pm on the date stated on each zone. This is identified by the first letter/s of the delivery postcode. Scheduled deliveries are by Zone.

MINUMUM ORDER VALUES

Please refer to your specific terms agreement.

*Exclusions may apply subject to additional agreements. Please contact your head office for more information.

PRODUCT AND SPARES GUARANTEE

Download our latest Product and Spare guarantee

LOGISTICS CENTRE

Logistics centre
THE CONSTANT EXPANSION OF THE PRODUCT RANGE AND GROWING CUSTOMER NEEDS PROMPTED GEBERIT TO TAKE AN IMPORTANT STEP BACK IN 2006, NAMELY, TO CENTRALISE AND ESTABLISH LOGISTICS AS A CORE COMPETENCE.

The company opted for the Geberit Group’s largest German site in the southern German town of Pfullendorf, which was then ultimately expanded. In addition to its existing logistics infrastructure, the geographic location also played a decisive role here. In terms of all of Geberit’s flows of goods, Pfullendorf is situated precisely in the location from which customers can be supplied with products in the most economicall yand ecologically efficient manner possible.


Customers, the environment, and Geberit all benefit from the centralisation of logistics. Central logistics makes it possible to bundle orders and use the trucks of Geberit’s haulage partners to their optimum capacity. This reduces the number of kilometres driven and is not only economical but also good for the environment.

Customers also have a clearly defined point of contact for questions related to logistics. All these things make Geberit logistics future-proof and guarantee customers a reliable delivery.

If you do it right, it is not too difficult to please everyone after all.

THE PFULLENDORF PLANT

Pfullenforf plant
THE GEBERIT PFULLENDORF PLANT IS THE LARGEST PRODUCTION SITE OF THE GEBERIT GROUP.
THE PLANT IS CHARACTERISED BY:

→ Geberit culture
→ Highest customer satisfaction
→ World champion cistern production
→ Competitive value creation with maximum production depth
→ Highly automated production of cisterns
→ Flowing production
→ Productivity and efficiency
→ Sustainable energy-efficient infrastructure
→ High quality


PREFABRICATION DRAINAGE SERVICE

Prefabrication Drainage Service
AT GEBERIT, WE’RE ALWAYS LOOKING FOR WELL-PLANNED AND WELL-CONNECTED SOLUTIONS WHICH MAKE LIFE AS SIMPLE AS POSSIBLE. OUR PREFABRICATION SERVICE IS THE PERFECT EXAMPLE OF OUR DESIGN PRINCIPLES IN PRACTICE, PROVIDING YOU WITH AN ALL-ROUND, ALL IN-ONE SOLUTION.

We’ll make sure you’re fully supported from start to perfectly realised finish, assisting with everything from planning and ordering to fabrication and on-site logistics. Making the whole process quicker, more sustainable, more tailored and simply easier to manage.

We work with you to gain an in-depth understanding of what you want to achieve, before creating a plan and an estimated budget through our quick quote offering. We supply an estimate so you can quickly compare the cost benefits. And because everything is available from our approved merchants, it’s easy for you to order everything you need from one central point. With our reassuring attention to detail, it couldn’t be simpler.

Find out more here

GEBERIT ONLINE PRODUCT CATALOGUE

Geberit Online Catalogue

The Geberit website hosts the online product catalogue ensuring that specifying products from the complete Geberit range is easier than ever.

The catalogue sees the addition of Geberit bathroom ceramics, furniture & mirrors to the online platform, offering a one-stop shop for all things Geberit including Geberit AquaClean, Duofix frames, cisterns, flush plates, supply and drainage systems.Enabling any specifier to satisfy sanitaryware requirements and regulations, across all areas of the healthcare market.


The online catalogue is divided into clear and easy to navigate sections, including:

→ Bathroom Systems
→ Installation and Flushing Systems
→ Supply Systems
→ Drainage Systems
→ Tools
→ New Releases
→ Bathroom Series

Available to view at www.geberit.co.uk/catalogue, this new, user-friendly platform is packed with additionalb enefits, including enhanced personalisation featuresand a download facility for product images, CAD drawings and specification sheets.

PROJECT LISTS & DOWNLOADS

Geberit also give users more control over healthcare project specifications, with the log in feature allowing users to create and save project lists, meaning they can download a raft of information in the form of personalised catalogues, CSV files and bulk CAD downloads. Accessible on any device, the new platform allows you to navigate the myriad of products faster from mobile phones, tablets or desktops.

VISIT THE ONLINE PRODUCT CATALOGUE HERE

GEBERIT PRO APP FOR SMARTPHONES

Geberit Pro App

Everything that Geberit offers will in future also be available to engineers on their mobile devices. This is made possible by the Geberit Pro App for smartphones, which assists plumbers with lots of useful information and tools.

ALL APP FUNCTIONS AT A GLANCE

PRODUCT IDENTIFIER

Recognises all concealed cisterns since 1964.

With the product identifier, you can find out in an instant which older concealed cistern is located behind the wall. The app recognises all Geberit concealed cisterns from 1964 to today as well as the Geberit urinal systems since 1983. Once identified, all spare parts or conversion sets for the concealed cistern can be called up directly in Geberit Pro.

BARCODE AND QR CODE SCANNER

Locate product information quickly. The scanner for QR codes and barcodes links directly to further product information such as installation manuals, spare parts overviews and other product descriptions.

PRODUCT CATALOGUE

Always there and available to access at any time. Browse the entire catalogue quickly and easily, and find all the product information, and installation manuals you need straight away.

SPARE PARTS

Find the right spare part quickly. The entire spare parts catalogue is available to you at any time. You can quickly find the matching spare parts and order them with the according spare parts number.

BOOKMARKS

Add your own bookmarks. You can now retrieve frequently used content such as products, documents or videos quickly and easily by adding your own bookmarks.

DOWNLOAD THE APP

Geberit Pro in the Apple App Store
Geberit Pro in the Google Play Store

UK VIRTUAL SHOWROOM

Virtual Showroom
Virtual Showroom
Virtual Showroom
AT GEBERIT, WE CONTINUOUSLY LOOK TO CREATE TRANSPARENCY BETWEEN OURSELVES AND CUSTOMERS. BY GOING VIRTUAL, EVERYBODY WILL HAVE THE ABILITY TO FREELY EMBARK ON A JOURNEY THROUGH OUR SHOWROOM AS AND WHEN THEY PLEASE, SHOWCASING OUR LATEST PRODUCT OFFERINGS.

Using a system called Matterport, we have taken 3D scans of our physical showroom at Warwick and then Matterport have digitally stitched thescans together – resulting in the creation of our UK Geberit Virtual Showroom.

Within each scan, there will be products with ‘+’ symbols. These symbols represent hotspots which carry CTA’s and further information for audiences to view. For instance, audiences could be taken to website landing pages,online videos, image galleries, brochure downloads or even forms.

BENEFITS

FLEXIBILITY AND PRODUCT CONFIDENCE

You will have the freedom to go between various products and contrast and compare. As all products will be ‘real’, you will have confidence in knowing that what you are viewing is ‘the’ product for your specification (as all dimensions will be to scale).

EASE OF USABILITY

You can journey through the showroom with ease thanks to the user-friendly Matterport software.

VERSATILITY IN PRODUCT RANGES

You will also be able to view all of Geberit’s current product collections.

ABILITY TO BOOK A ‘VIRTUAL WALK-THROUGH’ WITH SPECIFICATION SALES MANAGERS

Having guided virtual tours provides further details on specific products that can be given alongside demonstrating how they function.


INTERACTIVITY

With the application of hotspots (+) another dimension of interactivity is added to the virtual showroom and overall user experience. Hotspots will provide further information points where users can be taken to brochure downloads, videos, image galleries, website landing pages.

Immerse yourself in our virtual showroom, easily accessed anywhere at any time. Alternatively, book a guided walk-through with an expert Geberit Specification Sales Manager.

GEBERIT UK VIRTUAL SHOWROOM

CUSTOMER TRAINING

Customer Training

GEBERIT PLUMBING AND SANITARY SYSTEMS HAVE PROVEN THEMSELVES OVER MANY YEARS AND ARE RENOWED FOR THEIR EASE OF INSTALLATION. AT GEBERIT, WE REALISE THE IMPORTANCE IN PROVIDING TRAINING ON OUR PRODUCTS TO ENSURE CONFIDENCE IN INSTALLING AND USING THEM BOTH INSIDE AND OUTSIDE THE WALL, WHICH IS WHY WE MAKE IT SUCH A FUNDAMENTAL PART OF OUR DAY TO DAY OPERATIONS.

For on-site training, contact your local Sales Manager for onsite training or demonstrations:

→ Geberit Piping Systems
→ Geberit Sanitary Systems
→ Geberit AquaClean Care


SANITARY SYSTEMS AND GEBERIT AQUACLEAN

The training module covers methods for fitting and maintaining wall-hung sanitary ware, as well as our range of Geberit AquaClean toilets, giving installers the Know-How to install our products and the opportunity to pass on this knowledge to retailers and their customers.

SUPPLY SYSTEMS

Get hands on with our Mapress & Mepla range, with an introduction to the product. From cutting & deburring, to bending and pressing, get the full training package with our supply systems free of charge.

DRAINAGE SYSTEMS

Receive hands on training with our Geberit HDPE and get to know the welding techniques, Butt welding & Electro welding.

SHOWROOM AND HYDRAULIC TOWER

As well as hands on training in our purpose-built academy, visitors also benefit from our two-storey hydraulic tower and our state-of-the-art showroom.

Showing both good and bad plumbing practice, as well as our Geberit Pluvia siphonic roof drainage, the hydraulic tower is a must see for any professional within the sanitary industry.

Our state-of-the-art showroom shows our expertise in front and behind the wall, showing you, we offer the complete solution for any bathroom requirement.

STANDARDS WHICH GEBERIT COMPLY WITH

ISO STANDARDS

Geberit Sales Ltd are certified to ISO9001:2015 quality standard, which helps to drive continual improvement and deliver results.

The approach allows all areas of the business to be aware of stakeholder requirements and ensure that the business changes to deal with them effectively.

GDPR

The security of your personal data is extremely important to Geberit and the company follow the key GDPR principles when keeping customer data safe.

All Geberit employees have been trained on how to keep your data safe and your Geberit representative would be more than happy to answer any questions you may have, or you can email gdpruk@geberit.com

KEY CONTACT INFORMATION

Customer support

For product identification, delivery and order updates.

Tel : 01926 516 800 (Option 1)
Fax: 01926 492 335
Email: enquiries@geberit.co.uk

Technical Support

For installation queries and troubleshooting.

Tel : 01926 516 800 (Option 2)
Email: technical@geberit.co.uk

Estimating

For product pricing, project tracking and information.

Tel : 01926 830 135 (Option 1 then Option 3)
Email: estimating@geberit.co.uk

Terms and pricing

For pricing queries, merchant support and claimbacks

Tel : 01926 516 819
Email: terms.gb@geberit.com

specification support

For ceramic specifications, piping and drainage bill of materials, roof drainage systems, 2D/3D files, technical advice and training.

Tel : 01926 516 716
Email: specification@geberit.gb.com

product catalogues/ literature

To order our up to date literature, please use the details below.

Tel: 0800 007 5133

*We may record telephone calls you make to our customer and technical support departments for training purposes. We do this in the interests of offering a good service to our customers.