I was ‘chasing’ a certificate for my log burner. The chimney sweep gave me a link to HETAS. The help and advice I received was above and beyond what I expected. It transpired my burner was regi... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Wow. HETAS proves that regulatory orgs can work. I had reason to raise an issue regarding an install and HETAS complaints unit went above and beyond in assisting/reassuring me. I would like to say... See more
Company replied
I have recently dealt with a lovely lady called Julia who helped me with my new application, which was quite daunting due to the amount of new paperwork I had to submit. She was very patient and her r... See more
Company replied
We had a complicated submission and so needed to talk on the phone and exchange numerous emails with Billie and her team over the period of one month numerous times. Billie, and the rest of her team w... See more
Company replied
Company details
- Certification Agency
- Association or Organization
- Chimney Service
- Boiler and Heating Service
- Non-Profit Organization
Written by the company
HETAS is the national organisation working for consumer safety and the wider public interest in safe, efficient and environmentally responsible use of biomass and other solid fuels. Our purpose is 'Working together for a cleaner, safer, and more sustainable environment'. Through our website you can search for approved and registered installers, chimney sweeps, retailers, servicing technicians and products ranging from stoves through to biomass boilers. HETAS operates it’s competent person scheme under authorisation from The Ministry of Housing, Communities and Local Government (MHCLG) and overseen by The United Kingdom Accreditation Services (UKAS) under the certification standard BSENISO 17065:2012. HETAS is part of Cleaner Safer Group.
Contact info
Severn House, Unit 5 Newtown Trading Estate, Green Lane, GL20 8HD, Tewkesbury, United Kingdom
- 01684 278170
- hello@hetas.co.uk
- hetas.co.uk
4.8
Excellent
752 reviews
Replied to 100% of negative reviews
Typically replies within 24 hours
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See how their reviews and ratings are sourced, scored, and moderated.
Always very helpful especially Julia…
Always very helpful especially Julia and Billie. It makes a change to speak to a company always prepared to help.
November 14, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Teresa. It's great to hear Julia and Billie are always very helpful while assisting you. Please do get in touch again if you have any further enquiries, the team will be happy to help!
Great help from Julia at Hetas
Great help from Julia at Hetas, she helped me through all the stages with expert guidance.
November 13, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Emily. We're pleased to hear that Julia helped you through all stages of the registration process. Please do get in touch again if you have any further questions, Julia and the team will be happy to help.
Superb & conscientious workmanship at good price with 10 year guarantee 🤗
I'd used HD9 Gas & Hetas Solutions Limited, Holmfirth previously, in my old home, and am delighted to hear they are now doing plumbing, heating and their family created Dunsley Heat multi-fuel stoves for the new owners. Even though I'm a fairish distance away I was relieved when they agreed to take on the work I needed doing, giving me a very favourable quote and 10-year guarantee.
I had a 'newish', but very restrictive and expensive to run heating system when I moved into my new home 4 years ago. In all honesty it was totally inadequate before HD9 Gas & Hetas Solutions Limited stepped in to replace it. What a difference it's made, and how hardworking were James and Kenny?🤗
So removing the hot water tank, a mucky job, replumbing for the new system (carpets rolled back, floorboards up, and carefully replaced after work completed) work was finished beautifully. They worked conscientiously, clearing all items and muck away as they worked, constantly keeping me updated at each stage.
I can highly recommend James and HD9 Gas & Hetas Solutions Limited confidentially and without hesitation. Very conscientious work, to an extremely high standard, at a reasonable and competitive price. You won't find better.
October 13, 2025
Unprompted review
Abbie Bennett at HETAS was a pleasure…
Abbie Bennett at HETAS was a pleasure to deal with she helped me very quickly with what I needed help with. She was very polite and professional and made the whole process simple. Thank you Abbie, keep up the great work.
November 6, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Danny. We're pleased to hear that Abbie was very polite and professional whilst assisting with your enquiry. Please do get in touch again if we can help you out any further, Abbie and the team will be happy to help.
Really helped with my renewal
Really helped with my renewal, there were some difficulties with the data sheet and Abbie got everything sorted Really appreciated
October 30, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Nik. We're pleased to hear that Abbie really helped with your renewal and got everything sorted for you. Please don't hesitate to get in touch again if we can assist you any further, the team will be happy to help.
It wHelpfulas very helpful to find my fires…
It was very helpful to find my fires info.
Thanks to Jake Baldwin
October 23, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, David. It's positive to hear that Jake was very helpful whilst assisting with your enquiry. Please do get in touch again if you have any further questions, we'll be happy to help.
Had a great experience with HETAS…
Had a great experience with HETAS (Billie Calland and her team) got me booked in for my inspect very quick and efficiently,
Thank you, Ryan
October 22, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Ryan. We're pleased to hear that you had a great experience with Billie and the team. Please don't hesitate to get in touch again if we can assist you any further, we'll be happy to help.
Waste of time
Complaint:- 52235 June 2025
HETAS complaints team are a waste of time. I recently had a bad install which could've proved fatal, I reported the fitter to HETAS and they said a full review of the fitter would be undertaken. East Lincs Install a Stove, Friskney, Lincolnshire.
I have since found out nothing was ever followed up, he is still installing burners and providing certificates.
Does a life have to be lost before complaints are taken seriously?
What use are HETAS? We pay extra to have HETAS registered fitters but they're not monitored or checked.
Upon having my stove taken out by a new fitter to have the cosmetic work redone as the original fitter had made such a mess of it - it was found that the flue wasn't fitted correctly. Smoke would've poured down my chimney into my room. The fire had also been fitted without any airflow and not to manufacturer's instructions - it was snug to the back wall of my chimney breast, hence why I reported him to HETAS.
They assured me steps would be taken to check the fitter was fully competent - well it seems that never happened.
June 30, 2025
Unprompted review
Reply from HETAS
Thank you for taking the time to review HETAS, Susan. We're sorry to hear you've had a negative experience.
HETAS is a not-for-profit organisation (company limited by guarantee without share capital). Our purpose is ‘working together for a cleaner, safer and more sustainable environment’. HETAS has operated the only specialist competent person scheme for installers of solid fuel and biomass installations for over 10 years. It runs under licence from Ministry of Housing, Communities and Local Government (MHCLG) and is United Kingdom Accreditation Services (UKAS) accredited. To make sure that the standards are consistent, there are rules that scheme operators must follow and conditions they must meet. Our registrants are also subject to robust training and inspection prior to, and throughout, their registration on our competent person scheme for installers.
A requirement of competent person schemes is to provide assistance and we work hard, within our remit, to help whenever possible. We can provide assurance that your complaint was taken seriously and followed up by our dedicated team. Unfortunately, there are times where we cannot assist through the HETAS complaints policy, however we continue to complete a review of the registered business and ensure that they are demonstrating competence in line with conditions set by Government.
We strive to provide a positive and helpful service to everyone; we are sorry that we have not met the standard you were looking for this time. Should you wish to raise this formally, we would ask that complaints are made in writing and sent via email or post, addressed to the relevant department. More details on this can be found at https://www.hetas.co.uk/consumer/advice-hub/complaints-concerns/.
Impressed
Wow. HETAS proves that regulatory orgs can work. I had reason to raise an issue regarding an install and HETAS complaints unit went above and beyond in assisting/reassuring me.
I would like to say a special thank you to their lead compliance officer for a pragmatic, professional and caring approach. And also well done HETAS for being responsive and engaged
October 17, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Benjamin. We're so pleased to hear that our complaints team went above and beyond in assisting you and made you feel reassured. We've passed your positive feedback on to the team. Please do get in touch again if you have any further questions, we'll be happy to help.
Great member of staff
Great member of staff, Abbie helped me with my public liability insurance sorted and got me back up and running.
Lovely to talk to such a positive person , I felt like a person not just a number.
October 17, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Tony. It's great to hear that Abbie helped with your PLI and was a positive person to speak to! We've passed your lovely feedback on to her. Please do get in touch again if we can assist you any further, Abbie and the team will be happy to help.
fantastic help from Julia and Elliott…
fantastic help from Julia and Elliott and the rest of the team at HETAS starting up on your own is never easy at the best of times. But the team have helped me in every stage of the process. I can see light at the end of the tunnel now so onwards and upwards.
AAsweeps.
October 17, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, John. We're so pleased to hear that you received fantastic help from Julia, Elliott and the team during each stage of the registration process. Please don't hesitate to get in touch again if we can assist you any further, we'll be happy to help!
HETAS registration process
I had the pleasure of dealing with a lady called Julia whom made the whole process very easy and held my hand all the way through it
Well done Julia
October 2, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Mark. It's great to hear that Julia made the whole registration process easy for you. Please don't hesitate to get in touch again if you have any further queries, Julia and the team will be happy to help.
Julia and the team are exceptional
Julia and the team are a credit to Hetas, always willing to help, even when I ask daft questions.
October 1, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Michael. It's great to hear that Julia and the team are always helpful in resolving your enquiries. Please don't hesitate to get in touch again if we can assist you any further, we'll be happy to help!
A very speedy and friendly response
A very speedy and friendly response to my email.
despite the difficulty of the HETAS system being upgraded, the response to my email surpassed my expectations
September 30, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, James. It's good to hear that you received a speedy and friendly response from our team regarding our websites downtime, thank you again for your patience during this time. If you have any further questions or concerns, please don't hesitate to get back in touch, the team will be happy to help.
Breeze Creter
Breeze Creter dealt with my enquiry and I was truly amazed at the speed and efficiency with which it was handled. In less than 24 hours my message had been read, my enquiry investigated and I had been sent me a copy of the certificate I required. Very many thanks, Breeze.
September 29, 2025
Unprompted review
Reply from HETAS
Thank you for taking the time to review HETAS, Penelope. It's positive to hear that Breeze handled your enquiry quickly and efficiently. Please do get in touch again if you have any further questions, Breeze and the team will be happy to help.
Great customer service
I filled in an enquiry form to find out whether the log burner in the property I am buying had a compliance certificate and got a super speedy response from Tracy the same afternoon. Thank you for the sterling service!
September 24, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, we're pleased to hear that Tracy responded to your enquiry quickly and provided you with sterling service! Please don't hesitate to get in touch again if we can assist you any further, the team will be happy to help.
Very helpful customer service
We are moving house and we had an issue with our compliance certificate for our log fire. The customer support assistant I spoke to (Breeze) was so helpful and she dealt with our concern super quick. Very grateful.
September 19, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Damion. It's great to hear that Breeze was helpful and dealt with your concern quickly. Please don't hesitate to get in touch again if you have any further queries, Breeze and the team will be happy to help.
From the start HETAS we’re very quick to get this complaint resolved
From the start HETAS we’re very proficient in taking our complaint seriously. We were able to support our claim with comprehensive correspondence and photos.
HETAS very quickly made contact with the installer and this has resulted in the defective installation remedied. Without HETAS support would we would’ve been continuously playing ‘ping pong’ with both the manufacturer and installer attempting to get them to accept responsibility.
A brilliant service.
September 16, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, John. We're pleased to hear that our team were able to support your enquiry and provided you with comprehensive correspondence. We've passed your feedback on to our team. Please don't hesitate to get in touch again if we can support you any further, we'll be happy to help!
Excellent customer service from Julia…
Excellent customer service from Julia at HETAS Business Development. She assisted me with our business' new registration. I made a couple of mistakes and Julia guided me through everything until the registration was complete. I found Julia to be very helpful, professional and friendly, I would definitely recommend HETAS to other companies based on my recent experience.
September 11, 2025
Unprompted review
Reply from HETAS
Thank you so much for taking the time to share your feedback and for the recommendation. We are so pleased that Julia was able to support you, she's a valued part of our time and we will share your feedback with her. Get in touch if you need any more help from us.
Excellent service from Tracey thanks…
Excellent service from Tracey thanks again for all your help.
September 11, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Patrick. It's great to hear that you received excellent service from Tracy! Please don't hesitate to get in touch again if you have any further questions, we'll be happy to help.
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