Hetas - does anyone have a contact there ?

artydave

There is a lot more to the story. I contacted my local council today, actually on the recommendation of HETAS. My local council havent been informed of the installation by HETAS, but as of yet, HETAS won't tell me if they have contacted the council or whether the installer has contacted them.....

crphillips

That is a very strange response from HETAS. I wonder if they've been inundated with many complaints lately due to it picking up for the winter season.

Either way it's no excuse. You probably need to get more forceful and aggressive and get it sorted.....the installation is clearly incorrect if the liner doesn't go to the top......the guy is a HETAS member so they should come any carry out an inspection and get it sorted.

It's crazy that they recommend you learn the building regs!

artydave

Hi. Yes, i was totally shocked when HETAS gave me that reply over the phone. I wish i had a phone that could record the conversation !!

hethmar

Im really gobsmacked at that response. I mean - your stove is smoking into the room isnt ? In itself a hazard to health. And that happened immediately after they installed the flue and stove (going from memory) and rammed the liner UP the chimney and didnt even open access to remove an obstruction? And they didnt even commission the fire with you present? Why on earth would YOU need to know the regs if the installation isnt working properly? That should be enough for them to get the installer back to inspect his work.

Im wondering if this installer gave you your copy of the Compliance Cert but hasnt sent one in to HETAS? Which is why they are fumbling about? My OH often says he reckons some installers dont register the installations because then they are open to inspection of that installation.

Have you tried the fire service safety officer yet? We regularly get call outs after our local one has been to inspect dodgey installations - he recommends we go in and check them out. We do a report on them listing the faults which the home owners use to get the job done correctly by the installer (often an unregistered builder) or by another installer at the cost of the first one. This had been a process long before HETAS raised their heads in this industry.

Or Trading Standards? They used to contact us about certain installers some years ago if they had a number of complaints about them and ask us to inspect their work.


Has this procedure been followed (from HETAS site)
http://www.hetas.co.uk/public/complaints.html


PROCESS


1. The complainant must first inform the registered installer of the problem allowing him/her a reasonable period of time in which to respond to the complaint. If this does not resolve the problem satisfactorily or the Registrant fails to respond to the complaint within a reasonable period of time, the complainant may where appropriate use the HETAS Complaints Procedure described below.


a) The complainant must formally register their complaints with HETAS in writing e.g. letter, fax or email. The notification must clearly detail elements of the work in question that:-


b) a) The complainant considers unsafe and/or non-compliant along with the reasons why, and


c) b) Include any relevant documents e.g. receipts, copy of the Certificate of Compliance etc


2) On receiving a relevant completed Customer Complaint and having verified that the HETAS Complaints Procedure is applicable, HETAS will confirm receipt of the complaint and ask for a Complaints Form to be completed by the Complainant. On receipt of the completed form we will examine the issues and where appropriate we will pass a copy of your complaint to the installer. We may make a request to the Registrant for comments in writing.

artydave

Hi Hethmar

Thanks for that.

My local council have got involved and that has pushed things along ... apparently a complaints form is in the post from HETAS.

..... and the installer hasn't notified HETAS, so you could be right as to why they have been fumbling about.

I wanted to try and resolve things with the installer in the first instance, but as well as the health and safety aspect for myself, my house insurance is up for renewal and I felt that i had to inform them of the installation .... and as it hasn't been registered my house insurers are now kicking up a fuss and saying I am not covered !!! So, the situation is going from bad to worse, so I probably have to formalise a complaint with HETAS and take it from there.

hethmar

Im so sorry you have had all this hassle - I dont understand how cowboys can get away with this sort of thing, but they do Hopefully you will now be sorted and HETAS will have to get the installation made safe for you.

artydave

Hi Hethmar

I'm sure i'll sort it. I wanted to sort it by dealing with the installer and staying on friendly terms. Its just my insurance company want me to sort it via or HETAS (or trading standards) so that everything is well documented and done on a professional level so that everyone is covered

hethmar

But you did your best to get the installer to sort it didnt you.

artydave

Yes, i contacted the installer 4 times and raised the issue each time. I also spoke to him 3 times and raised the issue. So, i feel i have done as much as i can.

hethmar

I dont understand why he didnt rush back to sort it out. Madness.

You have to complete the compliance form in triplicate - one for the customer, top copy to HETAS and the installer keeps one copy. The one that goes to HETAS they then register with the local authority.