Skip to main content

Our Elite Installer Charter

The Top 1% are here for you

About our Elite Installer Charter

The UK's top installers pledge to deliver the best heating solution for your home

Great customer care and high standards of workmanship are all part of the service

Efficient, long-lasting heating systems are our minimum standard

Here for you

It's reassuring to know that finding the best installer is no longer down to good luck

Jo Alsop, Heating Hero


Our research shows that 99% of UK installers have not had the necessary training to setup condensing boilers to run at their A-rated efficiencies. Our Elite Installers are amongst the top 1% in the country and pride themselves on getting systems running efficiently and delivering a top-class service.

Installers on our network have signed up to our own higher efficiency and installation standard, the Healthy Heating Standard, and pledge to meet the terms of our Elite Installer Charter as set out below.

The four core areas of excellence


Top-class customer service


High levels of technical competence


Great aftersales care


On-going learning

Customer Service

  1. Stay in communication with you at every step.
  2. Progress the survey, quote and installation promptly according to your requirements.
  3. Work in a courteous, tidy, efficient and professional manor and take all reasonable steps to protect your property.
  4. Be open and honest with all parties involved, working together to solve any problems.
  5. Treat you with respect, courtesy and friendliness and be receptive to any feedback.
  6. Adjust their service to meet the needs of any vulnerable customers as much as possible.
  7. Make sure you are completely happy with the works.
  8. Hold £2million of public liability insurance.

Technical Competence

  1. Undertake a thorough assessment of the existing heating system and carry out a heat loss survey of the home.
  2. Give honest advice on the necessity for boiler replacement.
  3. Provide a quotation and specification based on the most cost effective and energy efficient solution, along with any optional upgrades that will improve efficiency further, in accordance with our Healthy Heating Standard.
  4. Explain their installation recommendation clearly to you and answer any questions you have.
  5. Carry out the works are in accordance with our Healthy Heating Standard.
  6. Ensure any onsite changes meet with our Healthy Heating Standard and notify us of the changes.
  7. Test and commission the installation to ensure it has been set up to meet the requirements and in line with the Healthy Heating Standard.

Aftersales Care

  1. Provide a hand-over process so that you know how things work and how they must be maintained.
  2. Register the works with Gas Safe and the boiler manufacturer’s warranty and provide evidence of this to us.
  3. Complete the Benchmark book and provide with evidence this has been done.

On Going Learning

  1. Stay up-to-date with new products and installation methods.
  2. Attend manufacturers’ and industry training regularly.
Jo & Caroline - Heating Heroes

1-2-1 help with your heating

We get it right for you with our Hero Support services