96 Industry News Also online at www.dijonline.co.uk Door Industry Journal Summer 2026 Doorsets, Fire Doors, Safety & Security The value of partnership In the door and hardware sector, the most effective solutions rarely come from a catalogue alone. They come from conversation and a clear understanding of what a customer is wanting to achieve. There also needs to be willingness to work through challenges that are faced by the customer together. Karen Nelson, business development manager at HOPPE (UK), details the company’s approach to customer collaboration, with insight from Robust’s commercial director Paul Williams. FOR HOPPE, success is not simply about supplying hardware. It is about listening to customer needs, applying technical expertise and helping customers reach the right outcome for their market. Its long-standing relationship with steel door manufacturer Robust UK is a strong example of that approach in action. Over the past decade, the conventional supplier relationship has developed into something deeper. It is a prime example of a working partnership built on trust, continuity and a detailed understanding of a customer’s business. Learning through collaboration That depth of knowledge matters when a new requirement emerges. Robust recently identified a need for a cost-effective PAS 24-compliant panic exit hardware solution for its single and double steel security doors, bridging the gap between a basic low-cost offering and significantly more expensive higher security options. The collaborative process began with exploratory testing using standard panic hardware from ARRONE, a HOPPE brand, and a typical door from Robust. This provided a benchmark and helped the team better understand the test itself. The early result provided valuable insight and was a crucial stage in development to help shape the solution required. That first stage gave both businesses a clearer picture of what needed to change. Robust gained a better understanding of what was needed from the door, while HOPPE used the findings to refine and develop a more appropriate hardware solution. It was a process rooted in openness and problem solving. As Paul Williams, commercial director at Robust, explains: “Both sides needed a clear understanding of the project goals and the flexibility to adapt their part of the solution to achieve them.” Engineering support that adds value Dan Savage, product engineer at HOPPE, played a central role in that development journey. His involvement spanned research, design and testing, giving the project a more streamlined path from concept to refinement. The company invested in additional test equipment so it could build its own testing capability further, carry out more indicative work in-house and go into third-party testing with greater confidence. From Robust’s perspective, that practical support was important. Paul added: “HOPPE took the lead in arranging early test fitting and indicative testing of the new SECUR-DOR 2.1, helping to prove the approach before Robust committed it to a full-scale test programme.” All of that speaks to one of the biggest strengths HOPPE brings to customer relationships, which is practical support backed by technical expertise. Huge investment is made in training to help staff achieve the widely respected qualifications from the Guild of Architectural Ironmongers (GAI). Karen Nelson Paul Williams Dan Savage
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