Complaints

Last updated 5 September 2026.

Something unsafe, right now

If a system is leaking water into the property, smells of burning, or has tripped the electrics and will not reset, switch it off at the isolator and call 07976 704160. Do not email, and do not wait for this process.

How it works

  1. Tell us. Email [email protected] or call 07976 704160. Either is fine and neither is treated differently.
  2. We acknowledge within two working days. You get a named person rather than a ticket number.
  3. We investigate. That usually means reading the commissioning record, the quotation and the photographs, and often revisiting the property.
  4. You get a written answer within 14 days. If the investigation genuinely needs longer than that, we tell you why and give you a date.

What helps us fix it faster

  • The address the work was carried out at, and roughly when.
  • What is wrong, in your own words. It does not need to be technical.
  • A photograph or a short video if there is something to see.
  • What you would like us to do about it.

What we will do

If the work is wrong, we put it right at our cost. If the work is right and something else is causing the problem, we tell you what we found and why, in writing, with the readings behind it. We will not tell you a system is fine without evidence, and we will not charge you to be told our own work was defective.

If we cannot agree

You have routes that do not depend on us, and we would rather you used them than stayed unhappy quietly:

  • Electrical work. NICEIC operates a complaints procedure covering work notified under its schemes.
  • Heat pump and solar work. MCS certified installations are covered by the MCS complaints process and by the consumer code the installation was registered under.
  • Consumer rights generally. Citizens Advice on 0808 223 1133, and your local Trading Standards service.
  • Anything paid for by credit card over 100 pounds. You have rights against the card provider under section 75 of the Consumer Credit Act 1974.

Where to send it

Electro Heating Limited, 7A Cecil Road, London N14 5RH
[email protected]
07976 704160