Customer Service Excellence
AVK UK Delivers Under Pressure - A Rapid Response for Selwood Ltd 08-08-2025
The Situation
When a critical component fails, time is everything. For Selwood Ltd, an urgent valve failure could have caused major disruption. But thanks to AVK’s rapid response and unwavering commitment to service, operations were restored within 24 hours, far ahead of industry expectations.
The Challenge
On the afternoon of Thursday, 31st July, Selwood’s Edinburgh depot reported a Pressure Sustaining Valve (PSV) failure at a vital installation for a high-value client. The standard lead time quoted for a replacement was five working days, far too long for the situation at hand.
The Solution
Alan Whitley, Senior Installation Supervisor at Selwood, contacted Jack Waddle, External Sales Engineer at AVK. Jack immediately recognised the urgency and, together with Lewis Nixon, our Customer Service Co-ordinator, mobilised the team at our control valve assembly and testing plant in Kilmarnock.
By the following day at 12:30pm, a new PSV had not only been built and calibrated, it was ready for collection and installation.
In the Customer’s Words:
“When people go that extra mile it gains respect and trust. Jack understood the situation completely and, with the assistance of your internal team at Kilmarnock, had a replacement built and calibrated by 12:30 Friday 1st.This was collected and installed Friday afternoon and got our pumping system back operational.”
Alan Whitley, Senior Installation Supervisor, Selwood Ltd
The Outcome
- Urgent product built and dispatched in under 24 hours
- Critical infrastructure back online same day
- Customer confidence reinforced, with a repeat order placed immediately
This success showcases AVK’s ability to adapt quickly, act decisively, and deliver on our brand promises, even when time is against us.
Pictured above: Right: Gordon Currie in Kilmarnock - control valve production, Left lower: Jack Waddle (left), and Lewis Nixon.
Pressure Control Advice and Training
We can advise on control valve selection, installation and training. Our training can be at your premises or at any of our UK sites across the country. We cater for one-2-ones or a group, and tailor our courses to suit apprentices through to experienced engineers who need refresher.
Contact us about control valves
Anthony Whittam
Head of Smart Water and
Pressure Management
