FLOORING, TILING & PANELLING
Verona Hayley Chambers
ince it was founded as The Mosaic Tile Company in 2001, Verona has grown to become the UK’s leading distributor of tiles, mosaics, outdoor porcelain and flooring. Originally known for supplying natural stone and mosaics, its product range has evolved over the years as customer tastes have changed. Hayley explains: “We offer an extensive range of products from indoor and outdoor tiles to rigid SPC luxury vinyl flooring, and accessories such as adhesives, grouts and levellers. In a full breadth of shapes, sizes, colours & finishes - we’ve got it covered!
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“We have strong relationships with the world’s leading manufacturers, and our experienced team source the best quality products at affordable prices so we can offer our customers a comprehensive and competitive range, backed up by a full range of service initiatives and marketing and merchandising support. Our state of the art 106,000ft2 distribution centre holds a huge amount of stock, allowing our customers to benefit from excellent availability, short lead times and the flexibility to order anything from one box to full trailers.”
Verona is focused solely on B2B, with expertise in both retail and specifications. Its customer base is wide-ranging, from independent retailers to national multiples and builders’ merchants, plus more recently, house builders, architects and specifiers.
Matt Broughton speaks to Verona’s Marketing Manager, Hayley Chambers, about the history of the company and what we can expect from the company in 2025.
“Over the past 18 months a key focus for Verona has been to develop new markets within the tile industry to ensure our growth and diversification,” explains Hayley. “We have expanded the Verona team, with industry experts in both the specifications and housebuilder markets, to develop these exciting new channels for our business.”
The company has also made various other improvements to the business, as Hayley explains: “We are very proud of what we’ve achieved. Our Customer Support team, which grew by 20% last year, offers a true omnichannel experience, with customers able to contact Verona via phone, email, social media and live chat. In addition to the personal touch of the Sales and Customer Support teams, we have an online trade portal which enables customers to check stock, place, view and track orders, view restock dates, and much more, online 24/7.
“We always strive to provide the best possible service to our customers, and in 2024 some huge service and process improvements were made. Orders and enquiries are now dealt with quicker than ever, with 88% of enquiries dealt with immediately. One of the biggest improvements is the increased visibility of delivery lead times, with customers now able to view real time order status updates in the portal and via text messages and emailed tracking links. Customers also receive a phone call when their delivery is around 30 minutes away, especially useful for orders going directly to a site or end customers’ home.”
Verona has improved standard delivery lead times from five to three working days, and any orders placed before noon are also available on a next day delivery service. For extra convenience, a nominated delivery day can be selected online via the portal. In 2024, 96% of orders were delivered on time in full, first time.
“From an in-depth customer survey carried out in 2024, our overall customer satisfaction rate was 94%, a huge increase from 61% in 2022. 90% of customers rated our service as either good or excellent, and more than half said that service had improved in the last 12 months.”
Verona has lots of exciting new tile ranges that will be launching in the next few months: “Think larger formats, stunning terrazzo’s and metallic finishes, to mention a few,” says Hayley. “We’re also very excited to be expanding
our ClickLux SPC flooring collection in the coming months, with a more superior offering. ClickLux Premium is a collection of premium, realistic planks reminiscent of natural wood, with several added benefits. ClickLux Premium planks are Embossed in Register (EIR), meaning the texture of the planks follows the patterns of the printed design, creating a very realistic look and feel of natural wood. ClickLux Premium Planks are wider than our traditional ClickLux planks, for a superior look, the SPC is also thicker at 6mm, plus they have a thicker 1.5mm built-in underlay, offering superior quality and warmth underfoot.”
42 BKU JUNE 2025
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