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
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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
Abbie Bennet, thank you very much for your assistance today. Due to a clerical error, my license to trade had been suspended. After speaking to Abbie, for less than five minutes. She found the issue,... 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
765 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
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Great communication from Julia
Great communication from Julia. Very helpful with everything. Thankyou
July 11, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Jon. It's great to hear Julia has provided great communication and been helpful with everything. Please do get in touch again if we can help you out any further.
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Helpful Chandler, my hero!
Yesterday l spent a long time trying to organise a replacement certificate of compliance for my log burner instillation. My family also tried but it became impossible, with the eventual message being that thete was no certificate available for the information given. My star rating is not for this experience but for the delightful Chandler Mitchell who managed to swiftly locate my details and sent a pdf immediately. This was through a person to person call, which I had tried earlier but was directed back to the online method. He saved the day for me, quite honestly,with his calm, friendly and reassuring manner. He is an asset to your team with his kind and professional manner. Thanks again Chandler, you are a star.
July 9, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Lynne. We're sorry to hear you had difficulty with our online certificate purchase system, but we're pleased to hear that Chandler was able to resolve this for you and send you your certificate. We have passed your feedback on to him directly. Please do get in touch again if we can help you out any further.
Enquiry regarding HETAS registered company and HETAS certification
Fast, efficient response to enquiryand attention to detail.
July 8, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, William. It's great to hear that our team provided you with a fast and efficient response to your enquiry. Please do get in touch again if we can help you out any further.
Great Service from HETAS
Chandler was helpful and efficient and dealt with my request quickly..what more could you possible want??
July 2, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Andy. It's great to hear that Chandler was helpful and efficient. Please don't hesitate to get in touch again if you have any further questions, Chandler and the team will be happy to help.
Helpful customer service
I spoke to Breeze over the live chat feature when I needed to check the status of our HETAS certificates, he was extremely helpful, went above and beyond to support me by even providing a PDF copy via email before they were posted out. Thank you so much.
July 1, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Jo. It's really positive to hear that Breeze went above and beyond to support with your enquiry. Please don't hesitate to get in touch again if you have any further questions, Breeze and the team will be happy to help.
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Reply from HETAS
Thank you for reviewing HETAS, Lauren. It's great to hear our team responded to your enquiry very quickly. Please don't hesitate to get in touch again if we can assist you any further.
E mailed because I had not received…
E mailed because I had not received certificate and they got back very quick with the copy I requested
Thank you
July 1, 2025
Unprompted review
Reply from HETAS
Thank you for taking the time to review HETAS, Phillip. We're pleased to hear that our team responded to your enquiry very quickly. Please don't hesitate to get in touch again if you have any further questions, we'll be happy to help.
Excellent service
Excellent service. Prompt reply and addressed my issue immediately resolving the problem. Very rare to experience such exceptional customer service
June 30, 2025
Unprompted review
Reply from HETAS
Thank you for taking the time to review HETAS. We're pleased to hear that you received excellent service from our team and they resolved your problem promptly. Please don't hesitate to get in touch again if we can help you out any further.
Breeze Creter was very helpful and a…
Breeze Creter was very helpful and a credit to HETAS thanks
June 30, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS. It's positive to hear that Breeze was very helpful whilst assisting with your enquiry. Please don't hesitate to get in touch again if you have any further questions, Breeze and the team will be happy to help.
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Very professional and curtious.
June 30, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Levi. It's great to hear our team were very professional whilst assisting you. Please don't hesitate to get in touch again if you have any further questions.
Certificates of Compliance
Hadn't received my Certificates of Compliance via post so I contacted HETAS via Live Chat. The agent was very helpful and emailed my Certificates of Compliance (pdf format), during the chat. I needed the Certificates to submit to Local Authority Building Control as part of the new build signoff process.
The HETAS agent also confirmed that you can confirm that a certificate has been filed by doing a search on their website (which I also confirmed to be the case whilst on the chat).
June 26, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Tim. It's great to hear about your positive experience using the live chat feature on our website. If you have any further questions, please don't hesitate to get in touch again, the team will be happy to help!
Your advisor
Your advisor, Breeze was first class, efficient and helpful, and made up for the not easy to negotiate website, which made it impossible to order a compliance certificate, as each time I ticked the orange box, it emailed me another reference number instead, 5 times in total I believe!
Also when phoning the only option appeared to be option 1 followed by option 2 ,which was for leaving complaints, whereas I was merely wanting help to place an order.
April 26, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Simon. It's great to hear that Breeze was efficient and helpful whilst assisting with your enquiry. We've also taken on board your feedback about our website. Please don't hesitate to get in touch again if we can help you out any further.
Prompt and Helpful Customer Service
Breeze from the Compliance Team dealt with my issue promptly and helpfully, resolving it to my complete satisfaction.
June 26, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Lisa. It's great to hear that Breeze dealt with the issue you were having promptly and helpfully. Please don't hesitate to get in touch again if we can assist you any further, Breeze and the team will be happy to help.
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Great Customer Support
Great to receive a prompt and informative response from Customer Support which is not always the case from a lot of organisations.
June 26, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Angie. We're pleased to hear that you received a prompt and informative response from our customer support team. Please do get in touch again if you have any further questions, we'll be happy to help!
Hetas - helpful and efficient
Chandler Mitchell was very helpful resolving a problem this morning with a past installation certificate.
He dealt with it promptly and was a pleasure to talk to
June 25, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Tara. It's positive to hear that Chandler dealt with your enquiry promptly and was very helpful to you. He's an asset to our team here! Please do get in touch again if we can assist you any further, Chandler and the team will be happy to help.
Fantastic service
Chandler was really helpful in resolving the issue we had with the installer not applying for the HETAS certificate despite being chased numerous times, 6 months since the installation!!!
When I first spoke to Chandler he assured me he would resolve the issue and within a week he has chased the company and they have now submitted the paperwork. Chandler kept me up to date with progress and timescales.
Could not have asked for a better service, Chandler is a credit to you.
June 24, 2025
Unprompted review
Reply from HETAS
Thank you for taking the time to review HETAS. It's great to hear that Chandler was really helpful in resolving the issue you were having with receiving your certificate of compliance. We've passed your wonderful feedback on to him! Please don't hesitate to get in touch again if we can assist you any further, the team will be happy to help.
Tracey was very helpful
June 24, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Ben. It's great to hear that Tracy was very helpful whilst assisting you. Please do get in touch again if you have any further questions, we'll be happy to help!
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Fantastic service, well done Abbey !
Abbie was lovely, nothing was too much for her and she resolved my query very quickly as promised.
A pleasant surprise these days !
June 21, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, David. We're pleased to hear that Abbie was lovely whilst helping to resolve your query and she provided you with fantastic service. Please don't hesitate to get in touch again if you have any further questions, Abbie and the team will be happy to help.
Excellent customer service from Breeze Creter
Breeze was so kind and checked for me to ascertain whether the information on Cherwell Council webpage was an error on Hetas paperwork or the Council….
It was the Council.
She was understanding, friendly and went the extra mile by checking GASSAVE as well.
June 18, 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Sophie. It's great to hear that Breeze was so friendly and understanding whilst assisting with your enquiry. Please don't hesitate to get in touch again if we can help you out any further.
Great support from the Schemes Team - thanks
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 were always responsive and gracious. Thanks to them all for their support. We found getting registered with HETAS was a smooth and straightforward experience thanks in part to the great work of Schemes Officers like Billie.
April 29, 2025
Unprompted review
Reply from HETAS
Thank you for taking the time to review HETAS. We're pleased to hear that Billie and the team were always responsive and supportive throughout the registration process. We've passed your lovely feedback on to Billie and the team. Please do get in touch again if you have any further questions, we'll be happy to help!
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