FAQ’s

How long does the appointment with your Heating Energy Adviser last?

A HEA appointment should last about an hour and a half. They will call ahead to make sure you know they’re on their way to your appointment.

Why do you need both homeowners present for the appointment?

We request that both the homeowners are present simply because we want to ensure that we tailor any packages specifically for the needs of the home. This allows us to create a bespoke package suited solely for you and your home. To do this we need both decision-makers present.

Not only that, we’re regulated by the Financial Conduct Authority (FCA) and we need to be seen as being fair when discussing any form of finance or funding options should you wish to apply for any.

I have a leak in my system. What should I do?

Please call our servicing and maintenance department on 0800 0086 999 to report any issues with your system. 

 

When we connect new equipment to your existing central heating system we cannot accept responsibility for any the cost incurred subsequently for the repairing or replacement of parts of your existing system unless we have been negligent in not realising that such damage may occur or the way we did the work caused the fault. We also do not accept liability if your central heating system does not function properly because the water pressure is variable or your water supply becomes inadequate. We will endeavour to account for these potential hazards but if we agree to undertake additional works you will be liable for the reasonable additional costs.

I can smell gas. What should I do?

If you smell gas, think you might have a gas leak, or if you are worried that carbon monoxide is escaping from your gas appliance, please call the free Gas Emergency Services emergency line immediately on 0800 111 999

When will my annual Boiler service be carried out?

Our service department will contact you each year just before the anniversary of your install/previous boiler service to arrange your annual boiler service.

Remember, servicing your boiler helps keep your boiler efficiency, keeps your warranty intact and ensures it’s gas safe.

If you’d prefer to contact us please call our servicing department on 0800 0086 999

 

My boiler has dropped pressure or showing a fault code.

If your boiler has dropped pressure or is displaying a fault code please refer to your manufacturer’s boiler manual. Alternatively, you can visit our Boiler Support Page and follows some Manufacturers how-to videos to see how best to resolve your issues.

Click here to visit our Boiler Support page

Im having issues with my digital/smart thermostat.

If you are having issues with your installed digital thermostat (installed by us) then please visit your dedicated troubleshooting page. It is packed with video tutorials and Frequently Asked Questions regarding your digital/smart thermostat.

Click here if you have a Honeywell T6 Lyric

Click here if you have a Salus iT500

Click here if you have a Neomitis RT7

How Do I Make A Complaint?

We aim to provide you with the highest service possible, but we understand that sometimes, unfortunately, things can go wrong.

Letting us know as soon as possible when you are unhappy gives us the opportunity to put things right for you. Your feedback is so important in helping us improve our service.

The below summarises the six steps of our complaints handling process:

Step 1 Contacting Us

There are 5 easy ways to contact us:

    • Telephone our Customer Service Department free on 0800 0086 999*
    • Use the ‘Feedback’ page on our website stlheating.co.uk
    • Use the ‘Feedback Button’ in the bottom right corner on any page on our website stlheating.co.uk
    • Write to us at:STL Heating & Energy Ltd
      Customer Relations Department
      Unit 9 The Gateway, 4 School Lane,
      Knowsley, L34 9AA

 

 

Step 2 Acknowledging your complaint

We understand it’s so important for us to resolve your complaint as quickly as possible, but to ensure we reach a fair outcome for you, we want to conduct a thorough investigation and this can take time.

Our aim is to resolve your complaint by the end of the next business day. Sometimes this might not be possible so will write to you within 5 working days from the receipt of your complaint

 

Step 3 Investigating your complaint

Our trained staff will be as thorough as possible when investigating your complaint ensuring to be fair and impartial getting to get to a decision fast. They may need to contact you to request any additional information they will need to assist in this process.

 

Step 4 Keeping you updated on our progress

Depending on the complexity of your case we aim to resolve your complaint within 4 weeks of the receipt of your complaint. If we are unable to conclude your complaint we will ensure you are kept updated on the progress of our investigations.

 

Step 5 Informing you of our decision

We will always endeavour to inform you of our decision in writing as soon as we have made it.

Where we have not resolved your complaint by the end of the next business day, we will also confirm our decision in writing to you in a final response letter. This letter will detail a full account of our findings and the reason for our decision. If your complaint has not been resolved within 8 weeks from the date of receipt, we will either provide you with a final response letter, or a further update explaining why we have not provided you with an outcome.

At this point, we will also inform you that you have the option to refer your complaint to the Financial Ombudsman Service.

 

Step 6 The Financial Ombudsman Service

If you are not happy with our final response or, 8 weeks have passed since you initially raised your complaint with us you may refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service was set up by law to give most consumers a free, independent service for resolving disputes with financial firms.

If you have a complaint you should always contact us first. The Ombudsman will only consider your complaint once you have attempted to resolve it directly with us.

You have a period of 6 months in which to refer to the Ombudsman. The 6 month period starts from the date of the final response or 8 weeks after we received your complaint. The contact details of the Financial Ombudsman Service are as follows:

    • The Financial Ombudsman Service
      Exchange Tower
      London
      E14 9SR

 

How Do I Cancel?

We’re sure you’ll enjoy being an STL customer

We’re pleased you have chosen STL Hearting & Energy Ltd and we’re committed to you being warm and worry-free. You are entitled to a “cooling off period” by law which means you have 14 calendar days from the day after you sign up to your contract to tell us that you want to cancel. If you agree to let us start the work before the cooling off period ends and then decide to cancel your agreement we reserve the right to charge you for our reasonable costs including but not limited to the retention of any administration fee which has been paid.This will enable us to recover or partially cover the costs of any goods installed in your property and or work already carried out. We may deduct our costs from any deposit you have paid or charge you separately. You cannot cancel once the work is fully completed or the goods have been installed. You have the right to cancel this contract if you wish within 14 days which commences on the day that this notice to cancel is issued.

Cancellation should always be communicated in writing and can be delivered in (a) person, by (b) email to cancellations@stlheating.co.uk (please obtain a read receipt) or (c) by post (in which case you should obtain a record of posting). You are advised to take a copy of the completed cancellation notice before sending it to STL Heating & Energy Ltd. Any method used which does not comply with (a) (b) or (c) will usually result in delays to the due process.

 

Work beginning prior to the expiry of the cancellation period.
If you have agreed in writing that work will commence before the 14 day cancellation period expires and you subsequently cancel in accordance with your statutory rights, you are advised that a contribution may be due for any reasonable costs incurred for any works carried out. You are asked to confirm in writing that work may commence before your cancellation period expires. You can use the next section of this form to do this.

 

Work commencing prior to the expiry of the cancellation period
I agree that work may start before the cancellation period expires. I understand that if I decide to cancel within fourteen days reasonable payment may be due for works already carried our prior to cancellation.

You have 14 calendar days from the day after you sign up to your contract to tell us that you want to cancel.

How long will my refund take?

Where possible we will always endeavour to refund any monies owed to you as quickly as possible. Please be aware it could take up to 14 days to refund any monies owed from the date the cancellation is received. All refunds will be made to the card you paid on. If you have paid a cash deposit we will issue a refund to you in the form of a cheque. We are regulated by the FCA and this policy is in line with any FCA regulations.

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