Over the past few years, the IT support industry has been changing fast.

Many smaller IT companies have been bought by large national groups, backed by private investment. On the surface, not much seems to change — the logo stays the same, the phone number still works — but behind the scenes, customers often notice something different.

New faces. Longer response times. Less familiarity with how their business works.

At Fentons, we’ve taken a different path. We provide managed IT support in West Sussex that’s still proudly privately owned, still owner‑led, and still focused on doing what we’ve always believed matters most: looking after our customers properly, with people you get to know and trust.
Experienced IT support team at Fentons in West Sussex

A business built on relationships

Fentons was founded back in 2007 by James and Abi, with a simple goal — provide reliable, honest IT support that businesses could depend on.

Since then, we’ve grown steadily and sustainably. James and Abi now live in Western Australia running a sister business, while the UK team continues to support businesses across West Sussex and beyond. Despite the distance, the values that built Fentons are still at the heart of everything we do.

We’re not driven by shareholders or exit plans. We’re driven by long‑term relationships, consistency, and doing the right thing for our customers.

Remote team — without the remote feeling

Like many modern businesses, we all work remotely. But “remote” doesn’t mean disconnected.

Behind the scenes, our team stays closely aligned through daily communication, clear processes, and shared responsibility for customer outcomes. That means when you contact us, you’re not speaking to a random call centre or someone seeing your business for the first time.

You’re speaking to the same familiar, qualified people who already understand your setup, your priorities, and how your business operates.

Experience first — not junior 1st‑line support

One of the biggest differences our customers notice when working with Fentons is who answers the phone.

Unlike many large IT firms that rely heavily on junior 1st‑line staff, we build our service around experienced engineers. We hire skilled professionals with years of hands‑on IT support experience and recognised qualifications.

We actively invest in:

    • Ongoing training and professional development
    • Industry‑recognised certifications
    • Competitive salaries that reflect experience and responsibility

This approach is central to how we deliver managed IT support to businesses across West Sussex — prioritising experience, continuity, and long‑term reliability.

We believe that looking after our team properly leads to better outcomes for our customers. Experienced engineers resolve issues faster, provide better advice, and are far more likely to fix the root cause — not just the symptom.

Fentons IT consultant demonstrating cyber security solutions

What actually happens when you contact Fentons?

We know IT support can feel confusing and unclear with some providers, so here’s a quick look behind the scenes.

When you raise a ticket or call us:

    • Your issue is picked up by experienced technical staff who focus on resolving problems efficiently and properly
    • Clear communication is a priority — if something is taking longer than expected, you’ll be kept informed
    • If an issue needs escalation, it’s handled internally by senior team members who already know your environment
    • Nothing gets lost or passed endlessly between departments

It’s a structured, professional service — but one that still feels human.

The people you’ll recognise

One of the things our customers tell us they value most is continuity.

You’ll speak to the same people over time, recognise voices and build rapport. And that makes a real difference when something is urgent or business‑critical. Our team includes:

    • Leadership and technical oversight that ensures consistency, security, and long‑term planning
    • Client service and operations management focused on communication, accountability, and experience
    • Administrative support that keeps everything running smoothly behind the scenes

We’re also a business that understands life happens. One of our team members is currently on maternity leave and will be returning later this year — and we’re looking forward to welcoming her back. Supporting our people properly helps us look after our customers properly too.

Fentons IT team in Chichester

Why staying independent matters

Being independent means we can make decisions based on what’s right for our customers — not what looks best on a spreadsheet. It means:

    • No pressure to reduce service quality to hit growth targets
    • No sudden changes to support models after acquisitions
    • No rotating cast of unfamiliar engineers

Instead, you get:

    • Familiar people
    • Clear communication
    • Honest advice
    • A team that genuinely cares about keeping your business running smoothly

Still small enough to care. Experienced enough to deliver.

We may not be the biggest IT provider out there — and we’re okay with that.

What we are is consistent, approachable, and committed to long‑term partnerships. Many of our customers have been with us for almost 20 years, and that trust is something we never take for granted.

If you’re a business in West Sussex that values personal service, clear communication, and managed IT support delivered by people who genuinely know you, we think you’ll feel right at home with Fentons.

If you’d like to talk to us, you’ll know exactly who you’re speaking to.

Thinking about switching IT providers?
Or just want a second opinion on your current setup?

👉 Book a free consultation or get in touch — we’re always happy to talk.