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
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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
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Tracy was very helpful and efficient in…
Tracy was very helpful and efficient in sorting out an administration issue that had delayed the issue of a certificate to Building Control Services
8 January 2026
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Ian. We're pleased to hear that Tracy was very helpful and efficient in resolving your enquiry. Please do get in touch if you have any further questions, we'll be happy to help.
Thank you - Excellent Service
Thank you Support for your very prompt actions and assistance in providing our certificate during a very critical time in our house sale.
29 January 2026
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Claire. It's great to hear that our customer support team were very prompt in resolving your enquiry. Please do get in touch again if you have any further questions, we'll be happy to help.
I have had a very good experience and…
I have had a very good experience and Billie has been especially helpful. I appreciate the help that she has provided so I can get my engineer registered with the correct competencies.
23 January 2026
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Tracy. We're pleased to hear that Billie has been helpful while assisting with your enquiries. Please do get in touch again if you have any further questions, we'll be happy to help.
Billie has been absolutely brilliant…
Billie has been absolutely brilliant throughout the process. Communication was clear, friendly and professional from start to finish, and everything was explained in a straightforward, easy-to-understand way. Any questions were dealt with quickly and efficiently, and the whole application process felt smooth and well managed.
It’s clear that Billie genuinely cares about delivering good customer service and keeping things moving. A real credit to the team – thank you for your help!
19 January 2026
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Aled. It's great to hear that Billie has been brilliant throughout the registration process and dealt with your questions quickly and efficiently. We've passed your feedback on to Billie! Please do get in touch again if you have any further queries, Billie and the team will be happy to help.
Abbie
Hi Abbie
Thank you for your assistance today, I have had some frustrating emails back and forth and you sorted it all out in one short call.
Thanks again for your help, it’s much appreciated.
20 January 2026
Unprompted review
Reply from HETAS
Thanks for reviewing HETAS, Sean. We're pleased to hear that Abbie was helpful and resolved your enquiry. Please do get in touch again if we can assist you any further, Abbie and the team will be happy to help.
Great help from a lovely lady called Julia.
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 response was Almost immediate when I asked questions. Her help and advice made the whole thing a lot easier.
15 January 2026
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, John. We're pleased to hear that Julia was so helpful while guiding you through the application process, and her assistance made the whole experience a lot easier. Please don't hesitate to get in touch again if you have any further questions, Julia and the team will be happy to help.
Great Service!
I spoke with Abbie Bennett today over an upcoming Hetas appointment. Abbie was really helpful and knowledgeable and helped me out with my query.
Great service - Thank you!
12 January 2026
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Angela. It's great to hear that Abbie was really helpful and knowledgeable while assisting with your enquiry. Please do get in touch again if you have any further questions, Abbie and the team will be happy to help.
Five stars for Billie and Molly
Five stars for both Billie Calland and Molly Asher, both have been extremely patient and helpful whilst guiding me through the reapplication process. Both were quick at answering my questions and advised on the next stage of the process in each correspondence which made the whole process easier.
12 January 2026
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Arron. We're so pleased to hear that Billie and Molly have both been extremely helpful while guiding you through the application process. We've passed your feedback onto them both. Please do get in touch again if we can assist you further, Billie, Molly and the team will be happy to help
What does hetas actually do?
Asked for advice & was told to contact a hetas installer! So what on earth is the role of hetas?
8 January 2026
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Peter. 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. Our registrants are subject to robust training and inspection prior to, and throughout, their registration on our competent person scheme for installers. We would always recommend the use of a registered installer and do not offer installation advice or clarification on Building Regulations for self installs. Such enquiries are best directed to Local Authority Building Control.
We understand our support team has directed you to a registered installer, along with links to the relevant Approved Documents. Apologies we are unable to assist with your particular enquiry, however if we can support you any further please email hello@hetas.co.uk.
Breeze Creeter was so fantastically…
Breeze Creeter was so fantastically helpful! Thank you!
16 January 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Rebecca. It's great to hear that Breeze was helpful whilst assisting with your enquiry. Please do get in touch again if we can help you out any further!
Very strong smell of wood burning and smoke in my house
I contacted Hetas about a problem with my neighbours wood burner with smell of wood burning in my house , they promptly answered my email and told me of some of the problems with my neighbours wood burner and remedies to stop the smoke coming through the loft space and walls into all rooms in my house , so thanks to all for your help
8 October 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Christopher. We're pleased to hear our team answered your enquiry promptly and provided you with the advice needed. If you do have any further questions please don't hesitate to get back in touch, we'll be happy to help.
Billie Calland has been guiding me…
Billie Calland has been guiding me through the new application process and answering everything I have needed very quickly with lots of information even in this busy period. Settling my mind on the whole process. Excellent service 👌👌
2 January 2026
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Gary. It's great to hear that Billie answered all your enquiries very quickly and has provided you with excellent service. If you need any further assistance please don't hesitate to get in touch, Billie and the team will be happy to help!
I lost my certificate and needed it for…
I lost my certificate and needed it for my house sale. I contacted Hetas whom got back to me very speedy. I was then able to buy a new certificate which came within minutes. Thank you Izzie :)
27 December 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Jane. We're pleased to hear that Izzie responded to you very quickly and resolved your enquiry. Please do get in touch again if you have any further questions, we'll be happy to help!
Spoke to Abbie today about my Hetas…
Spoke to Abbie today about my Hetas registration. She looked into it whilst I was on the phone and sorted the problem, which was my error and all was up and running again. Very polite and efficient service, thank you Abbie
22 December 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Ian. We're pleased to hear that Abbie resolved the problem you were having and provided you with very efficient service. Please do get in touch again if we can assist you further, the team will be happy to help.
Incredibly helpful and very efficient
Incredibly helpful and very efficient. Couldn't of asked for better customer service.
12 December 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Gabriella. We're pleased to hear that our team were incredibly helpful and efficient whilst assisting with your enquiry. Please do get in touch again if you have any further questions, we'll be happy to help.
Excellent response to my concerns…
Excellent response to my concerns regarding an installation adjacent to my property which confirmed my suspicions that it is not in conformance to current regulations. I was advised to contact my local Building Controls and the situation is now in their hands.
12 December 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, John. We're pleased to hear that our team provided an excellent response to your enquiry. Please do get in touch again if you have any further questions, we'll be happy to help.
A waste of time
A waste of time.
My query wasn't answered really and I think the agent had not read my email properly in order to give a well thought out response. Such a waste of time as now I have to write yet again!
8 December 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Ruth. We're sorry we didn't meet your expectations at this time. We understand Izzie from our support team has been in touch to assist with your enquiry, however if we can support you any further please email hello@hetas.co.uk.
Thank you for Applicant Help
Thank you to HETAS for all their help in sorting out our membership. Julia was so kind in walking me through it all.
2 December 2025
Unprompted review
Reply from HETAS
Thank you for taking the time to review HETAS. It's great to hear that Julia was so helpful in walking you through the registration process. Please do get in touch again if you need any further assistance, the team will be happy to help.
Excellent service
Excellent service, when you feel like no one cares about customer experience, Molly and Paul showed that not to be the case. Their service was incredible!
20 November 2025
Unprompted review
Reply from HETAS
Thank you for reviewing HETAS, Lea. We're pleased to hear that our team provided you with incredible service! Please do get in touch again if you have any further questions, we'll be happy to help.
Reply from HETAS
Thank you for reviewing HETAS, Faye. We're pleased to hear that our team were helpful to you. Please do get in touch if you have any further questions, we'll be happy to help.
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