Renewable Energy Installer December/January 2016 | Page 12

Opinion
HETAS technical helpline FAQs
One of the many benefits offered to HETAS registrants is access to its technical
helpline. Here, the helpline is introduced as a great resource for those seeking
advice and knowledge from experienced professionals
he helpline is run by HETAS from
its head office in Tewkesbury
with additional expertise
provided by HETAS’ partners
including the Stove Industry
Alliance, Solid Fuel Association, NACE and
chimney sweep associations.
At the peak of the heating season the
helpline can log hundreds of calls a month,
says technical officer, Stephen Shepherd.
Joining HETAS three years ago to be part
of the newly established technical helpline
team, Stephen enjoys the variety of his role:
“While our core purpose is to offer good, solid
advice to HETAS registrants, we can act as a
counsel to other professionals working with
our industry. I quite often talk to architects
and building control officers about home
heating systems and plumbing issues as well
as chimneys.
T
We are ensuring people
stay safe which is an
amazing goal to have in
any job
“What I enjoy most is talking to
likeminded engineers who share my passion
for practical, hands-on work,” adds Stephen
who grew up in a family of builders. “From
recommendations on different chimney
liners to checking the fine print in Building
Regulations, our installers often like to come
to us as a sounding board.”
Garry Sweet, 52, who was a chimney
sweep for four years before taking up a
technical officer role with HETAS, also
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enjoys the rapport he has with installers.
“By helping our installers keep up to date
with the latest products and regulations,
we are ensuring people stay safe which is
an amazing goal to have in any job. When I
was working as a sweep I witnessed some
bad installations which caused quite a bit of
trouble for homeowners; having seen it from
the root cause, I’m in a better position to help
our installers maintain their high standard of
work.”
With 10 years’ experience in a standards
and regulations role for various engineering
companies, Garry enjoys being the first port of
call for installers as well as making sure he’s
abreast of the latest products. “When it comes
to the biomass stoves, I actually find the
modern innovations very interesting,” he says.
However, it’s not just installers that
benefit from the HETAS helpline, as
consumers will sometimes pick up the phone
to the technical team if they want to confirm
their installer’s recommendations. “Quite
often we find that consumers have their hearts
set on a product they’ve seen on TV or in a
magazine but unfortunately it just isn’t right
for their home. It’s our job to help educate
them as to the importance of having the right
product and correct ventilation systems for
their own safety.”
HETAS’ CEO Bruce Allen says the
technical helpline team do a great job in
keeping installers informed whilst HETAS
is proud to have the support from various
sectors and organisations in the industry.
“Ultimately our aim is to be recognised as
the go-to resource for any domestic heating
Main aim: HETAS’ chief objective is to be the
primary resource for domestic heat enquiries,
says CEO Bruce Allen
related queries so that we can continue to
encourage the improvement of products and
promote high standards of quality, design,
safety and efficiency. We are very proud of the
work we do and always willing to share our
insight and expertise.”
Our aim is to be
recognised as the go-to
resource for any domestic
heating related queries