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Our Customer Charter

Our commitments to you under Hero Support.


We are your expert advisors and industry insiders.

We get you the right boiler, right design and right installer.

Our Elite Installers deliver a cost effective and efficient heating system for your home.

We deliver a top-class service and peace of mind for the long term.


Jo & Caroline - Customer Charter

We will:

  • Provide you with a heat loss report
  • Provide you with a desktop specification that meets our Healthy Heating Standard
  • Introduce you to an Elite Installer who works to our standard
  • Provide a phone consultation to discuss your projected fully
  • Treat you with respect, courtesy and friendliness and be receptive to any feedback.
  • Be open and honest with all parties involved, working together to solve any problems.
  • Protect your personal information in compliance with data protection regulations.
  • If you are a vulnerable customer, we will adjust our service to meet your needs as much as possible.
women with tradesperson at door

Our Elite Installers will:

  • Provide you with a quote that meets our specification
  • Carry out the works in accordance with our Healthy Heating Standard
  • Carry out all works with due diligence and care and to a good standard of workmanship.
  • Work in a courteous, tidy, efficient, and professional manner and take all reasonable steps to protect you and your home.
  • Hold public liability insurance up to £2 million.
  • Provide a hand-over process so that you know how things work and how they must be maintained
Jo & Caroline - Heating Heroes

Get peace of mind with Hero Support

We provide an end to end service to get it right for you.