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
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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
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
759 reviews
Replied to 100% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
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!
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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.
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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.
Super quick and helpful responses.
September 10, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Kim. We're pleased to hear that our team were quick and helpful with their responses to your enquiry. Please don't hesitate to get in touch again if you have any further questions, the team will be happy to help.
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Julia has been so patient and helpful…
Julia has been so patient and helpful with my application thank you
September 8, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Damien. We're pleased to hear that Julia was patient and helpful whilst assisting with your application. Please don't hesitate to get in touch again if you have any further questions, Julia and the team will be happy to help.
Very helpful staff…
Each person I spoke to was kind and helpful in guiding me through my HETAS compliance certification.
September 4, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Kathy. We're pleased to hear that our team were kind and helpful whilst assisting with your enquiry regarding your certificate of compliance. Please don't hesitate to get in touch again if you have any further questions, the team will be happy to help.
Very responsive
Very responsive, quick and efficient service when requesting a replacement certificate. Thank you
September 2, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Sarah. We're pleased to hear that our team were very responsive and efficient whilst assisting with your enquiry. Please don't hesitate to get in touch again if you have any further questions, we'll be happy to help.
Very helpful.
Tracy at Hetas was very helpful and always available to help with questions we had.
September 2, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Anne. We're pleased to hear that Tracy was very helpful in resolving your query. Please don't hesitate to get in touch again if you have any further questions, Tracy and the team will be happy to help.
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Easy speedy
Fearing a convoluted and bureaucratic process - Breeze answered the phone and my query super quickly and efficiently. The fear was entirely misplaced.
Breeze has helped me push my house sale along.
August 28, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS. We're pleased to hear that Breeze helped resolve your enquiry quickly and efficiently. Please do get in touch again if you need any further assistance, we'll be happy to help!
Needed a compiance document urgently…
Needed a compiance document urgently for house sale, sorted within days with minimum fuss!
August 27, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, John. We're pleased to hear that our team provided the document you needed with minimum fuss. Please do get in touch again if we can assist you any further, we'll be happy to help.
Excellent assistance from the Senior Schemes Officer
We were struggling to register 3 new technicians as we are approved by some European boiler manufacturers to train our own engineers in the absence of English language training courses currently being offered by the manufacturers, which means the certification is different to that normally submitted. Billie Calland got involved and turned around the registrations in a matter of days. Thank you Billie.
August 5, 2025
Unprompted review
Reply from HETAS
Thank you for taking the time to review HETAS, Angie. It's really positive to hear that Billie helped resolve your enquiry and got your registration processed promptly! Please do get in touch again if we can assist you further, Billie and the team will be happy to help!
Certificate of compliance…
I needed my certificate of compliance for building regulations, I hadn’t a record of receiving it, the team helped me out and now I have the documents I need. Thank you
August 26, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Ted. It's great to hear that our team helped with your enquiry and provided you with the documents needed. Please do get in touch again if you have any further questions, the team will be happy to help!
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Registering a new engineer
Billie was very helpful and made the process nice and easy to register our new engineer
August 26, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Tim. It's positive to hear that Billie was very helpful whilst assisting you! Please do get in touch again if we can help you out any further, Billie and the team will be happy to help.
Really helpful staff -
On both occasions when I contacted HEATAS (Tracey and Chandler) they were extremely helpful and resolved the issue. Its so nice and easy to deal with actual people rather than an online chatbot or email - they immediately understood the issue and dealt with it efficiently
August 21, 2025
Unprompted review
Reply from HETAS
Thank you for taking the time to review HETAS. We're pleased to hear that Tracy and Chandler were extremely helpful in resolving your issue. Please don't hesitate to get in touch again if we can help you out any further, the team will be happy to help!
Julie is a superstar
I am the director of a new company who required guidance from Hetas. My point of contact was Julie and she has been fantastic. She has helped me every step of the way and replied quickly to any questions that I had. 5 stars from me and I look forward to having a long working relationship with Hetas.
August 13, 2025
Unprompted review
Reply from HETAS
Thank you for taking the time to review HETAS. It's great to hear that Julia has been fantastic whilst assisting you and has consistently replied quickly to your questions. Please don't hesitate to get in touch again if you have any further questions, Julia and the team will be happy to help!
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