James Parker speaks to Howard Trotter, business manager at Shelforce, about how the firm’s ethical founding values help it address new safety regulations in a robust and integrity-focused way.
Shelforce has been part of Birmingham City Council for decades, supplying windows and doors for social housing in the 1980s while delivering a strong social mission. The company started in 1839 as an institute for the blind, and was renamed Shelforce in the 80s. It now employs a workforce where around 75% of the team have disabilities, which creates a real sense of pride and purpose in the work they do. Many colleagues actually live in the communities they serve, “so the products we manufacture are going into homes just like their own,” says the firm’s Howard Trotter. “Quality, safety and reliability have always been fundamental to what we do, not just commercially but ethically,” he says.
How has the firm combined commercial growth with maintaining that people focus which runs through everything the firm does?
When we began transforming Shelforce into a commercial operation around 13 years ago, the key was protecting the values that already existed. The organisation has always been built on ethics such as honesty, integrity and accountability, and those values are actively trained and reinforced across the business. Commercial growth has come from demonstrating that social value and product quality can go hand in hand. Our customers know we won’t cut corners to win work, and that trust has been essential in building long-term relationships while continuing to invest in our people.
What is the full scope of Awaab’s Law, in terms of the hazards covered beyond damp & mould, and what has been the general impact of its introduction when it comes to doors & windows?
There’s a misconception that Awaab’s Law is just about damp and mould, but in reality it covers 29 housing hazards. Damp and mould are simply the ones most people associate with it. Others include issues such as excess cold, ventilation, fire risks, and fall hazards. For the doors and windows sector that has brought a much sharper focus on safety features, from ventilation performance to window restrictors on upper floors. Housing providers must now prove these elements are properly specified, tested and installed, because they directly relate to resident safety.
How have Awaab’s Law & the Building Safety Act reshaped accountability for social housing providers, making them responsible for ensuring safety within properties?
The biggest shift is accountability. Historically, responsibility could sometimes be passed along the supply chain, but the Building Safety Act has made it clear that the Accountable Person is the landlord. They are ultimately responsible for ensuring the building is safe. That has changed the culture significantly. Combined with Awaab’s Law, housing providers must now respond quickly to hazards and maintain detailed records proving products and systems are fit for purpose. It’s about transparency and traceability, making sure there is a clear line of responsibility for safety.
Product testing & information: how thorough does it need to be, for example IN the Golden Thread context; And how is the test evidence itself verified as being legitimate?
The Golden Thread requires very detailed, verifiable information about products throughout a building’s lifecycle. For doors and windows, that means clear evidence around things like thermal performance, security, fire resistance and safety features. It’s no longer acceptable to simply present paperwork saying something has been tested. The evidence must be robust and traceable, often supported by third-party certification and regular audits. Within regulated products such as fire doors, manufacturers are inspected annually to ensure that what is being produced matches the tested specification every single time.
What are the benefits of combining manufacturing with a CLOSE INTERACTION with a local authority, for example regular product quality checks?
Working closely with a local authority creates a much stronger feedback loop around quality. In Birmingham, the council’s asset management teams understand the products because they’ve seen them manufactured and know the test evidence behind them. They also reserve the right to take products off the line and test them independently. That keeps standards extremely high because everyone knows the scrutiny is real. It also builds confidence for the landlord, because they can see exactly how the product is made and know it will perform as specified.
How can the quality of installation be guaranteed, to ensure the balance between installer flexibility & product performance is achieved?
Installation is often where problems occur, so education and clear guidance are essential. We provide system-specific training for contractors and installers so they understand exactly what a compliant installation should look like. We also produce detailed installation guides aligned with British Standards, which installers must keep with them onsite. Importantly, housing officers and building safety teams are also trained to recognise a correct installation. When everyone involved understands the product and its role in safety, you greatly reduce the risk of installation failures.
Councils are under pressure to reduce costs, how can they balance the requirements of procurement frameworks & budgets with long-term resident safety & compliance risk?
Ultimately, there isn’t really a choice, because Awaab’s Law and the Building Safety Act are legal requirements. Procurement teams have to think beyond short-term price and consider long-term value and risk. If a product is cheaper but fails prematurely or doesn’t meet compliance standards, the long-term cost is far higher. The focus should be on durable products with proven testing and reliable performance in demanding environments like social housing. Investing properly at the outset protects residents and avoids costly replacement or compliance issues later.
How will Awaab’s Law change the way housing providers manage doors, windows & ventilation in occupied social homes in the near future?
We’ll see a much more proactive approach to managing the building fabric. Housing providers will need accurate records showing exactly what products are installed, how they perform and when they were last inspected. Doors, windows and ventilation systems will become part of a broader safety strategy rather than simply maintenance items. Manufacturers who haven’t invested in proper testing and documentation may struggle, because housing providers will need clear evidence that products meet the required standards and contribute to a safe living environment.
What are the key factors for empathetic & successful tenant engagement in doors & windows retrofits to build trust & be supportive?
Tenant engagement has become much more important. Residents are now more aware of their rights and the safety standards they should expect. The key is communication and transparency, explaining what work is being done, why it matters for safety, and what the process will involve. Where temporary moves or disruption are necessary, that needs to be handled with empathy and support. Tenants should feel part of the process rather than something being done to them, and that helps build trust and cooperation.
Why did Shelforce decide to partner with Housing Management & Maintenance on audience research among social housing managers & discover their strategies for compliance with Awaab’s Law? What insights do you hope to gain?
We work closely with social housing providers every day, so we see the challenges they face in implementing new legislation. Partnering with Housing Management & Maintenance gives us the opportunity to hear directly from housing managers about how they are approaching compliance with Awaab’s Law. We’re particularly interested in understanding the practical barriers they’re encountering, from documentation and testing requirements to operational pressures. Those insights will help the industry share best practices and ultimately support housing providers in delivering safer homes for residents.