Frequent Questions

Click on the questions to reveal the answers. But remember, we are here to help, so if you’d like a survey or have a specific question about fitting a stove in your home then please contact us on 01286 880707 or [email protected].

General questions Installation & survey questions Servicing & maintenance questions Safety / HETAS certification questions

General questions

Question: Do you sell stoves?

Answer: Yes! We may be called Stove & Flue Services but we provide the full range of services from inspection, to sales, installation and service.

Question: What payment methods do you accept?

Answer: We accept payment by cash, cheque, card and BACS / bank transfer.

Question: Can I view a range of your products?

Answer: Our showroom will be opening soon, with viewings by appointment only. Please click here to go to our Contact page for our address and a map, please note the showroom is open by appointment only so please do call us before visiting.

Question: Can you take care of all associated gas and electrical connections for gas and electric stoves?

Answer: No, we can supply gas stoves but a Gas Safe Registered plumber will need to make the connection and commission the stove. The Gas Safe Engineer will be responsible for providing the appropriate Certificate for the work. The electric stoves we supply all come with a 13 amp plug fitted so can just be plugged in to a standard socket. We are not qualified to carry out any electrical work.

Question: Can you take care of all associated building work? For example, I’d like to open out an existing chimney breast to create an inglenook.

Answer: Yes, we provide an end to end service including all necessary building work (and we clean up afterwards!)

Question: Do you supply and install hot water / back boiler systems (otherwise known as wet systems)?

Answer: No, we only supply and install stoves not connected to a central heating system.

Question: I’ve spotted the perfect stove for my home but it’s not in your range. Can you install it for me?

Answer: No, we only install stoves that we have supplied.

Question: Are you willing to supply goods only? I already have my own installer.

Answer: Yes, we are happy to sell to customer and install, or sell to customer for their own installer to install, or sell direct to an installer.

Question: Do you offer nationwide delivery?

Answer: We work mainly in the North Wales area, and deliver locally within 40 miles. Certain products we can sell nationwide and deliver by courier (at additional cost due to the size and weight of stoves), but due to agreements with manufactures we cannot sell all our products outside of our area, please contact us if you have a specific requirement and we can advise.

Question: Can I burn wood on a multi-fuel stove?

Answer: Yes, this is perfectly safe.

Question: Can I burn coal (or other solid fuel) on a wood burning stove?

Answer: No, coal and solid fuels burn hotter and there are differences in construction between wood burning stoves and multi-fuel stoves.

Installation & survey questions

Question: Can I have a stove in my home?

Answer: The answer will depend on the construction and age of your home. For new builds without a fireplace we can install a twin-wall chimney either internally or externally. Houses with an existing fireplace would require a survey to see if the flue was suitable or required lining.

Question: I have an existing chimney (flue), will this need relining in order to install a stove?

Answer: Not necessarily, we will always undertake a survey which will determine if your chimney needs relining or not.

Question: Do you charge for surveys?

Answer: No, estimates are always provided free of charge and without obligation.

Question: Do you charge for inspections / smoke tests / CCTV tests?

Answer: Yes, but only when a more detailed inspection is identified as a requirement at the initial (free) survey. All pricing would be discussed in your personalised estimate.

Servicing & maintenance questions

Question: Do you provide servicing and maintenance?

Answer: Yes, but please bear in mind we only service and maintain our own installations. We recommend that all stoves and liners are checked, cleaned and serviced at least once a year as part of general maintenance in order to prolong their useful life and ensure they are safe to use. It is also usually a term of the warranty requirements that this carried out.

Question: What is included in a stove service?

Answer: A thorough check of all stove functions and seals, a sweep of the flue, a smoke draw test to ensure the flue is drawing effectively and, a check of the customer’s CO detector, and provide homeowner / landlord / tenant HETAS Safety Certificate. We charge a flat rate of £80+VAT for this service. Any parts or materials required would be at an extra cost.

Question: Do you provide a chimney sweeping service?

Answer: Only as part of a stove installation and routine servicing. We work with a good local sweep for routine cleaning.

Safety / HETAS certification questions

Question: Will my installation be HETAS registered? And will I receive a certificate?

Answer: Stove & Flue Services are a HETAS Registered Installer / Company. Following installation we will provide you with a Commissioning Certificate and register your installation with HETAS, who will notify your local authority building control. HETAS will then send the Certificate of Compliance direct to you usually within 30 days of the installation.

Question: Can I get a replacement HETAS Certificate of Compliance?

Answer: Yes, you can obtain an official copy but only from HETAS direct www.hetas.co.uk/, there is a fee of approximately £18 payable. Because all our installation notifications are carried out electronically online, the Certificate of Compliance is sent out directly to the customer by HETAS following completion therefore we do not have any copies of the Compliance Certificates.