Before your installation

Once you’ve contacted us, we’ll guide you through the whole process to ensure that you can have the installation that you want - ideally within your chosen timeframe.

We provide a comprehensive service that involves all that you will require for a complete installation. This includes the stove, fireplace, hearth, certification, annual servicing and after care.

For any new enquiries, we’ve created this guide to what we need so you can provide us with the right information and get your installation underway.

You’ll have various decisions to make, and we’ll break them down so that you can decide on how much you’d like to spend on each aspect.

Your choices will centre around the stove, hearth and flue. We always prefer to supply all the components that we install.

We can also create or remodel a fireplace, so there are plenty of options to choose from. You might want a beam, a granite lintel, or a tiled hearth. Whatever you wish, we will do our best to deliver!

We have access to every stove on the market, so we can recommend several different stoves to suit your preference and budget. Our suppliers include local showrooms and some online-only companies, so whichever stove you like, we’ll be able to source it and also recommend other similar options.

Building regulations will play a big part in what can and can’t be done. We know the regs like the back of our hand, so we’ll help guide you to comply with these.

We also have many years' experience (NOTE TO ADMIN – LINK TO ABOUT US PAGE), ultimately meaning your installation will be safe but will also perform really well. We set up our stoves and flues to win! We’ll only recommend the right materials for your installation so it can work as well as possible. We don’t like call backs, so everything we do is performed for a reason.

The specific site of your stove will dictate what stove you should have. For example, fireplaces will warrant a decent air gap around your freestanding stove; plasterboard (and other types of combustible) walls will require a heat shield; new builds need ventilation, which can be a direct air feed.

No.

We invest in the best flue materials.

Our van is loaded will various flue components, which we know fit our flues. This allows us to complete the work in the allotted time. Our materials have been well researched and have been tested extensively by our installations. We only use the best. Once installed, we don’t want to return and waste anyone’s time, simply because the flue is causing problems. Our warranties are based upon the quality of the materials we use. For all these reasons, we will not perform installations using flue and materials supplied by a customer.

Yes, but we absolutely prefer to supply stoves for two important reasons:

When we supply the stove, it keeps everything in-house. If there is an issue, it’s our issue and we’ll deal with it as fast as possible. However, if you have provided the stove and the same issue occurs, there’s a potential for disagreement.

We also make money on stoves and like to provide discounts and share some of the profit with our customers. The money we make on stoves is part of our business plan and helps with our admin costs.

Setting a date

We work together to set a date. We understand that your schedule may be limited, possibly due to work and family commitments and our schedule will largely be dictated by our current lead times and the availability of materials for your installation. This will mostly involve the stove, as availability and stock will fluctuate as the heating season progresses.

All dates we set will be based on the manufacturers' lead times at the time of enquiry and we can’t be responsible for delays caused by the manufacturers (unfortunately, it has been known to happen). We always advise to choose materials that are currently in stock.

 

Paying a deposit

Once your date has been decided, we will request a deposit. We use the deposit to pay for most of the materials. If we are supplying the stove and other accessories, these will be included on this deposit invoice.

We only accept cash or BACS payments.

 

T&Cs

When we send you the deposit invoice, we’ll attach our Terms and Conditions.

These are straightforward but important, and we ask you to go over these and come back to us with any questions you may have before the work commences.

We’re patient, flexible, understanding and approachable. When we book your installation, our diary will be busy so if we can’t perform your installation due to reasons out of our control, it is likely that we will lose a day’s work.

In this instance, we reserve the right to charge for our lost time and expenses. For example, if your hearth or fireplace isn’t prepared properly, or the stove you’re supplying isn’t there, so it isn't possible to carry out the planned work that day, and so are likely to lose out on a day's work, we think it is only fair for our lost earnings to be compensated.

There are a few points to take note of and action to follow in advance of our visit;

• We want full access to your property when we perform the work. We will need a toilet and we will need as much space and access to the room(s) where the stove and flue will be installed.
• If parking can be made available (for example, by saving us a spot), we’ll want this too – we have a lot of kit! If other tradespeople are working on the same day, there’ll likely be issues with parking and access -  so good etiquette is to try and avoid this, since we will all have our timescales to perform our respective work.
• The room should be prepared. We have an extensive dust sheet management system, so we’ll want to get on this straight away, meaning that we expect any small items in the room to be moved/removed. We can move large objects around the room, but any items left in the room are left there at your own discretion/risk.
• If you share a party wall with neighbours, it is advised that you inform your neighbours and gain their consent.
• Unless your property is listed, it is very unlikely that you will need planning permission.

We send an email covering this and it is usually sent at least once prior to our visit. It is important that you read and action this as we tend to have a lot to get through and we will have allocated a specific amount of time for your installation.