Help & FAQs
Quick, safe fixes for common stove problems, and straight answers to the questions we get asked most.
Stove playing up? Try this first
Pick the problem for quick, safe things to check. Still stuck? Give Tom a ring.
Glass going black
- Check your logs are dry: under 20% moisture, or look for the Ready to Burn logo.
- Don’t turn the air right down too early; let the fire get properly hot first.
- Keep the top (airwash) control partly open so air flows over the glass.
- Clean the glass only when the stove is completely cold.
Still blackening fast? The flue may need a sweep. Book one here.
Smoke coming into the room
- Open the stove door slowly, and only once the fire is burning well.
- A cold flue can push smoke back; light with small, dry kindling to warm it up.
- It may be time for a sweep, or a nest could be blocking the chimney.
- If it only happens on windy days, an anti-downdraught cowl can help.
If smoke keeps coming in, stop using the stove until it has been checked.
Fire won’t stay lit
- Damp wood is the usual cause. Use seasoned or kiln-dried logs.
- Open the air controls fully when lighting, then turn them down gradually.
- Wood burns best on a thin bed of ash; for coal, riddle the grate so air gets through.
- Check the door rope seal. If it is worn the stove can’t control its air.
Carbon monoxide alarm or fume smell
Treat this as an emergency. Let the fire go out, open windows and doors, and get everyone outside. Call the Gas Emergency line on 0800 111 999. If anyone has a headache, dizziness or sickness, get medical help straight away.
Don’t use the stove again until it has been inspected. A working CO alarm is required for every new stove installation.
Frequently asked questions
How much does a wood burner installation cost?
It depends on the stove, whether your chimney needs lining, and any building work. National guides put a typical stove-plus-installation job between about £1,800 and £5,500 in 2026. See our price guide; your exact price comes from a survey.
Can I have a stove if I don’t have a chimney?
Yes. We build a false chimney breast with the flue through the back wall, or fit a twin-wall flue inside or outside the house. Most take about two days.
Do I need planning permission for a wood burner?
Usually not for a stove inside a house. You may if the flue goes on a front elevation in a conservation area, rises more than a metre above the roof, or the building is listed. Building Regulations always apply; as HETAS installers we self-certify and give you the certificate.
What size stove do I need?
It depends on the room volume and how well it holds heat. Use the stove size calculator for a guide and we confirm at the survey.
Are your stoves Ecodesign approved?
Yes. Every new stove sold in the UK since 2022 must meet Ecodesign limits. In a smoke control area you also need a Defra-exempt stove or authorised fuel; we check this for you.
Which areas do you cover?
All of Hertfordshire from our base in Hitchin, and larger projects in London. See our areas page.
How long does installation take?
From one day for a straightforward fit up to three days where building work is needed.
Wood or coal: what should I burn in a multi-fuel stove?
Pick one rather than mixing them. For wood, use logs under 20% moisture (look for the Ready to Burn logo). For coal, use authorised smokeless fuel. Follow the stove manufacturer’s guidance.
Why does my chimney need sweeping every year?
Sweeping removes soot, creosote and nests so flue gases can escape and the risk of a chimney fire drops. It also keeps the stove efficient and gives you a certificate for your insurer.
Are you registered and insured?
Yes. HETAS registered, working to Building Regulations Approved Document J, with £2,000,000 HETAS-approved liability insurance.