What protection or support does HETAS offer after installation?
HETAS strives to promote and monitor continuous improvement in the safe installation and use of solid fuel appliances, systems, chimneys & flues, and their maintenance. As such, we are keen to be advised of any non-compliant installation carried out by a non-registered HETAS or registered HETAS engineer.
Email complaints@hetas.co.uk or call 01684 278170 (option 2)
Find more details regarding our complaints policy or our complaints questionnaire here.
What do I need before using my new installation?
You should ensure that your HETAS registered installer has provided the following before using your appliance:
Notice Plate
Carbon monoxide alarm
Manufacturer’s instructions
Either a paper copy Certificate of Compliance provided by your installer, or one sent to you by Royal Mail after your installer has notified the work through the HETAS Online Portal
I’m buying a property with a stove, what do I need to do?
Any solid fuel appliance fitted since April 2005 will require a document called a Certificate of Compliance. We recommend checking if the chimney has been swept and the appliance serviced. If not, have both done by a HETAS Approved servicing engineer and/or chimney sweep.
The Certificate of Compliance is normally provided by your solicitor, from the previous homeowner, during the purchasing/conveyancing process. If you have not received this document, please contact your solicitor, or contact support@hetas.co.uk.
Find more information about Certificate of Compliance here.
I have not received my Certificate of Compliance.
From the completion of your installation, if your HETAS registered installer uses the HETAS Online Portal, your certificate should have arrived within 3 weeks via Royal Mail. If you have not yet received this, please contact our support team at support@hetas.co.uk or use this contact form.
If your HETAS registered installer uses paper certificates, this will be issued directly from them on completion of your installation.
Find more information about Certificate of Compliance here.
I need a replacement Certificate of Compliance.
If the work has been carried out by a HETAS registered installer, then you can contact us to ask for your certificate to be reissued. There will normally be an administration fee of £18.00 (inclusive of VAT) to reissue your certificate. This can be emailed or sent to you by post.
Contact our support team at support@hetas.co.uk or call 01684 278170 (option 2)
Always adhere to your manufacturer’s instructions. Every appliance is different and unique in its own needs and requirements to obtain the best and most efficient performance. Your HETAS registered installer should run through the correct use of your appliance once installed.
The following articles have useful information and tips:
Lighting a fire
Refuel your appliance safely
Safe disposal of stove ash
Slumbering your stove
How do I light a fire?
Refer to our useful guide to lighting a fire here.
We also have tips for refuelling safely and efficiently here.
When should I get my chimney swept?
We recommend you have your chimney swept at least twice a year when burning wood or bituminous house coal and at least once a year when burning smokeless fuels. The best times to have your chimney swept are just before the start of the heating season and after your stove has not been used for a prolonged period. If sweeping twice a year, the second time should be after the peak of the main heating season.
We recommend using our postcode finder for a HETAS Approved chimney sweep.
Consumer advice leaflets are available here.
I am concerned about the work my HETAS installer has carried out, what can I do?
In the first instance, if you feel able to do so we recommend raising your concerns directly with your installer. We understand and value your concerns so if you are unable to resolve this with your installer or need further support please contact our consumer complaints team. Email complaints@hetas.co.uk or call 01684 278170 (option 2)
Find more details regarding our complaints policy or our complaints questionnaire here.