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
Company replied
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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.
response times where great and dealing…
response times where great and dealing with enquire most helpful.
May 21, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Stuart. We're pleased to hear that our team were most helpful in assisting with your enquiry. Please do get in touch again if you have any further questions, we'll be happy to help.
Just wanted to say what an excellent…
Just wanted to say what an excellent service was provided by all the staff once again. !
My issue was dealt with promptly and efficiently by all the team at hetas ! Thanks again everyone, glad to be part of the team...
May 20, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Dane. It's great to hear that you received excellent service from our team. We're so pleased to have you registered with us! Please do get in touch again if you have any further questions, the team will be more than happy to help!
Very helpful and very polite thank you…
Very helpful and very polite thank you very much for your help. It was much appreciated.
May 19, 2025
Unprompted review
Reply from HETAS
Thank you for taking the time to review HETAS. We're so pleased to hear our team were very polite and helpful whilst assisting with your enquiry. Please do get in touch if we can help you out any further, the team will be happy to help!
I dealt with Abbie
I dealt with Abbie, first class customer service, really nice friendly manner, sorted out my technical issues logging in to my account, ten out of ten ! 🥇
May 16, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Matthew. We're really pleased to hear that you're giving Abbie's customer service a ten out of ten and a gold medal - Abbie will be delighted with that! Please do get in touch again if we can help you out any further, the team will be happy to help.
Great job by Laurie
Great job by Laurie, extremely helpful throughout the process, many thanks Rob B
May 13, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Robin. We're so pleased to hear that Laurie was extremely helpful throughout 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!
Abbie was extremely helpful and patient…
Abbie was extremely helpful and patient throughout the full situation.
May 9, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Greg. It's great to hear that Abbie was extremely helpful and patient whilst assisting with your enquiry. Please do get in touch again if we can help you out any further!
Staff are always helpful
Staff are always helpful. Big Thanks to Julia once again for replying and sorting things out for us quickly.
April 30, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Nicky. We're so pleased to hear that Julia resolved your enquiry quickly. We've passed your feedback on to her directly! Please do get in touch again if we can help you out any further, Julia and the team will be happy to help.
Reply from HETAS
Thank you for reviewing HETAS, Colin. We're pleased to hear that Abbie resolved your issue quickly. Please don't hesitate to get in touch again if we can assist you further, Abbie and the team will be happy to help.
HETAS Registration Account Suspended for no reason.
We are a busy wood burning stove business and have been paid up members of HETAS for the last 9 years. The insurance document they had on file for us had expired. Rather than requesting the new document they took the drastic action of suspending our account. Another example of this organisation consistently failing to support its paying members.
April 16, 2025
Unprompted review
Reply from HETAS
Thank you for taking the time to review HETAS, Angus. Sorry to hear of your experience, it’s certainly not the level of service we aim to provide to our registered businesses.
HETAS is a not-for-profit organisation (company limited by guarantee without share capital). Our purpose is ‘working together for a cleaner and safer environment’. As part of our work, we operate a competent person scheme in England and Wales. The Department for Levelling Up, Housing and Communities (DLUHC) oversees authorising competent person schemes. To make sure that the standards are consistent, there are rules that scheme operators must follow and conditions they must meet, this includes having up-to-date and relevant insurance. We work hard to ensure all of our businesses are complying with scheme requirements, and suspension should be a last resort action.
There may be times when people or organisations feel dissatisfied with the service provided by HETAS or a member of our staff, such as your current experience. A manager will be in touch to discuss your experience, but 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/.
Customer Services at its finest
I made a call to HETAS today to discuss a renewal quote. I was put through to a lovely lady called Abbie. Abbie was so polite and very helpful an absolute pleasure to talk with. Abbie delt with my issue quickly with no fuss, A+++ for customer service she's a credit to the organisation.
April 10, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Stuart. We're pleased to hear that Abbie was so helpful to you and resolved your issue quickly. We've passed your wonderful feedback on to her. Please do get in touch again if we can assist you any further, we'll be happy to help.
Certificate
Spent the day trying to find my certificate required by our buyers solicitor and was helped by Breeze who saved the day.
Many thanks for your help it was really good of you.
Regards
April 9, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Nigel. We're pleased to hear that Breeze helped resolve your enquiry. Please do get in touch again if we can assist you any further. Breeze and the team will be happy to help.
In February came installer from HETAS…
In February came installer from HETAS (recommended by HETAS) to sign off stove installation. All tests was done,he provided any inspection certificate and metal plate stick to fuse box. All was good and he said -We can use the log burner, and registration certificate will be sent by HETAS. Is 7th of April and still nothing, complaint already done.
Job was made by KM Building Solutions.
mob 07527127268.
Absolutely NOT recommended, scammer laying to HEATS office for example 10KW stove fitted but is 7KW with all certificates.
I think court will be best place to solve problems with the scammers.
February 8, 2025
Unprompted review
Reply from HETAS
Thank you for taking the time to review HETAS, Konrad. We're sorry that you've had a negative experience. We’ve spoken with our complaints team, and we understand that they are currently assisting with your concerns whilst following our complaints process. We will continue to assist you in finding a resolution; however if we can support you further in the meantime, please get in touch with us.
Julia was very helpful in answering any…
Julia was very helpful in answering any questions I had with my registration form.
March 27, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Jordan. We're pleased to hear that Julia was very helpful in helping you with the registration process. Please do get in touch again if we can help you any further. Julia and the team will be happy to help.
Thank you julia for your patience and professionalism much appreciated
Julia from hetas has made it alot easier for me to register me and has helped me from start to finish, Many thanks from dave at strathbogie stoves and logs
March 28, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, David. It's great to hear that Julia was patient whilst assisting with the registration process. Please don't hesitate to get in touch again if we can help you out further. Julia and the team will be happy to help.
A big thank you to Billie and the team…
A big thank you to Billie and the team at HETAS registrations who have performed brilliantly from start to finish in getting my registration sorted without any problems . Five star rating from me for top drawer assistance and prompt service 👍.
Terry Kelly
Amethyst stoves and fires .
March 26, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Terence. We're so pleased to hear that Billie and our team provided you with brilliant and prompt service! Please do get in touch again if we can help you out any further, we'll be happy to help.
Transfer of account for new company details
Lyn Olsson was a great help when we needed to update our company information and arranged for new logins and emailed everything so the transfer was seemless, HETAS are always spot on with letting us know what updates are needed and helping on the phone with registrations etc, thank you
March 20, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Philip. It's great to hear that Lyn was great help while assisting with your enquiry. Please don't hesitate to get in touch again if we can support you any further, the team will be happy to help.
Quick and Efficient Assistance
Abbie dealt with my problem quickly and efficiently - she was really helpful and I'm very grateful.
March 18, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Kate. It's great to hear that Abbie dealt with your problem quickly and efficiently. Please don't hesitate to get in touch again if we can assist you further, the team will be happy to help.
Reply from HETAS
Thank you for reviewing HETAS. We're pleased to hear that Julia was super helpful while assisting you. Please do get back in touch again if we can help you out any further.
Diligent
Billie has been non stop in her communications to help us get fully registered - great work !!
March 14, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Brian. We're pleased to hear that Billie has been great at communicating with you throughout the registration process! Please do get in touch again if we can assist you further, Billie and the team will be happy to help.
Were really helpful and made the…
Were really helpful and made the process a lot easier than I first thought.
March 12, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, William. We're pleased to hear that our team were really helpful while assisting you. Please do get back in touch if we can help you out any further.
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