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01335 360782

Frequently asked


I already have a fire – will you install &/or service it for me?

To ensure we offer the best after sales service to our customers and to avoid the complexities of dealing with manufacturer warranty issues via a third party, we only install products that we supply ourselves. We believe gas and solid fuel fire appliances including flue systems should be bought and sold alongside expert advice which is not best achieved buying products online.

Alternatively, if you have already bought products elsewhere, we recommend that you search for local independent fireplace installers on the Gas Safe or HETAS websites who may offer installation-only services.

Generally, we only service and maintain fires that we have installed ourselves due to the variation in workmanship, potential issues we may uncover and difficulty in sourcing parts from manufacturers that we would not typically deal with. For sweeping and servicing products we have not supplied, we recommend that you use the National Association of Chimney Sweeps (NACS) or HETAS search tools to find a qualified chimney sweep near you.

How long are your lead times?

Typical lead times are 6-8 weeks from the receipt of your deposit payment and placement of orders.

We may be able to turn things around faster if we hold items in stock and if there is availability in the diary for installation so always ask if your project timescales are limited.

Sadly high market demand and ongoing industry supply issues have extended our product lead times significantly over recent years and some items are only available in 6-12 months (occasionally longer).

We are a small independent business and can only support a stock holding of a selection of the most popular products within our ranges.

Our busiest time of year is September through to December when our response times may become a little slower and customers may have to wait a little longer for a survey/showroom appointment or an installation date to become available.

It is highly recommended to plan ahead! Having substantial fireplace alteration and/or chimney works carried out over the spring/summer months is ideal when the weather is usually on our side and you are guaranteed to be ready for the winter ahead.

How much can I expect to pay for a standard wood burner installation?

On average, our total project cost to install a 5kW freestanding wood burning stove with a flue liner in a conventional chimney is around £2,500-3,000 and around £4,500-5,000 for a twin wall flue installation (freestanding stove with no existing chimney).

It is worth bearing in mind that the cost of installing a wood burner can vary significantly depending on the specific brand, size and type of stove and additional fireplace materials chosen and other factors such as the extent of fireplace alteration work required and roof accessibility.

Take a look at our product pages to get an idea of the variation in cost of individual appliances.  We do have some low budget stove options and ex-display models available which may not be listed online so please speak to us if you have budget concerns.

What aftercare and maintenance services do you offer and how much does this cost?

As part of the installation service we provide a full product demonstration and handover to all our customers. We continue to offer free expert professional help and advice should any fireplace questions or concerns arise during ongoing use.

The best way to get in touch is via “contact us” or to send an email to We aim to respond within 48 hours.

Regular servicing and maintenance is essential to ensure your appliance is working safely and efficiently and chimneys should be swept regularly if burning wood or other solid fuels. The recommended frequency depends on how regularly you use your fire but we would suggest that every 12 months should be sufficient for most people. Together with professional installation, chimney sweeping &/or regular maintenance of an appliance may be a requirement of your home insurance policy too.

We aim to contact all of our customers around 11-12 months post installation to book in for our annual maintenance, service and repair visit but please get in touch if you haven’t heard from us or you would like to book this in sooner. Our service appointment includes a sweep for wood and multi-fuel appliances.

The cost of a standard service appointment is £65 plus VAT for gas appliances or £75 plus VAT for wood/multi-fuel appliances (excluding replacement parts). We offer multiple appliance discounts too!

How long does it take to install a fireplace?

On average, our installation team complete works over 2-4 days.

However, project installation duration can vary depending on the complexity of your project and the level of work involved.

We may need to phase the project over several stages across multiple visits for example, if there are ongoing building works or chimney treatments required.

Do your prices displayed online include fitting?

The product prices displayed on our website demonstrate the basic retail starting price for each model to assist you with your fireplace budget and DO NOT include any installation costs.

There may be optional product variation costs to factor in too such as direct air or flue adapter kits, log stores, base and leg height variations, or colour choices.

The fully installed cost will be determined at site survey, following which we can provide you with an accurate cost for the total project.

The installation costs that you to may need to consider for your project will likely include fitting team labour, roof access equipment hire, flue and building materials.

How can I burn wood sustainably?

Wood is a sustainable and renewable fuel option when managed and chosen correctly. By burning dry, seasoned wood with low moisture content, purchasing locally sourced wood, supporting sustainable forestry and responsible woodland management practices we can harness the benefits of wood fuel while minimising its environmental impact.

Wood is considered to be a renewable fuel source because trees can be continuously regrown. When burned, wood releases stored carbon into the atmosphere and so long as new trees are planted to replace the harvested ones, there is a closed or neutral carbon loop because trees absorb carbon dioxide from the atmosphere as they grow.

Compared with coal, a non-renewable resource, responsibly sourced wood, dried to the right level, produces far fewer pollutants when burned.

Key Things To Note When Burning Wood Sustainably

Consider replacing old, inefficient stoves and open fires. Modern stoves are designed to be highly efficient, providing far more heat in the home whilst consuming less fuel and releasing fewer emissions.

Invest in a moisture meter and only burn logs under 20% moisture content. When wood with a moisture content higher than 20% is burned, up to five times more emissions are released.

Opt for kiln dried or seasoned logs which have a low moisture content to minimise the particulates released into the atmosphere when burning. Naturally seasoned logs (stored carefully for 1-2 years) are typically less expensive than kiln dried, but should be tested for moisture before use as they are less consistent. Look out for the Ready to Burn certification mark to ensure your wood is dry and ready to use.

Hardwoods such as ash, beech and oak provide the best firewood as they are dense and contain less sap and burn hotter for longer but can be difficult to light. Softwood logs like cedar and pine are often cheaper, light more easily but burn very quickly and contain resin which will likely build up tar deposits in the flue. Softwood is a good option for kindling.

Do not burn wood waste such as old pallets that may be contaminated with paint, glue, preservatives or additives etc. Treated or painted wood releases toxins harmful to humans, animals and the environment when burned and can cause damage to your stove.  Avoid burning cardboard or paper which can create excess smoke and chimney blockages.

Try to source wood locally where possible – reducing travel distances by road will reduce the carbon footprint and buying direct from producers increases the transparency of the origin of the wood supply. Local supplies where trees are removed due to wind damage, end of life or safety reasons are ideal. Supporting the local economy and communities can also promote sustainable woodland management.

Seek out wood certification from recognised forestry programs, such as the Forest Stewardship Council (FSC) or the Sustainable Forestry Initiative (SFI) which ensure responsible forest management practices and contribute to the overall sustainability of wood fuel. Properly managed woodlands are vital to our ecosystem and our wildlife and play a vital role in water resource management, minimising flood impact and regulating water availability. Forests also play a massive role in climate regulation through carbon dioxide absorption.

Consider alternative sources of wood such as wood pellets or briquettes made from wood waste or by-products of wood manufacturing industry.

Ensure your chimney is swept regularly and your stove is well maintained so that it is running as efficiently and safely as possible.

What are my options if I have no chimney?

Whilst an electric fire is the simplest, most cost effective option if you don’t have a chimney, you can install a gas fire with a balanced flue system or a wood burning fire with a twin-wall flue system.

What are Ecodesign regulations and smoke control areas?

Ecodesign for Sustainable Products Regulation (

Many types of energy-related products are regulated to ensure they meet specific measures relating to their energy usage. This reduces their environmental impact, improves their energy efficiency, and cuts greenhouse gas emissions.

Smoke control areas: the rules (

Many parts of the UK are smoke control areas where:

there’s a limit on how much smoke you can release from a chimney

you can only burn authorised fuel, unless you use an ‘exempt appliance’

In England you may have to pay a penalty of up to £300 if your chimney releases smoke in a smoke control area.

You can be fined up to £1,000 if you buy unauthorised fuel to use in an appliance that’s not approved by Defra.

Your Local Authority is responsible for the designation and supervision of smoke control areas. To find out if you live in a smoke control area, we recommend contacting your Local Authority to advise ( Defra also have an interactive Smoke Control Areas Map available online which is searchable by post code

Strongly supporting the industry drive for greener, cleaner burning, high efficiency appliances ROAR stock a large selection of wood burning stoves which far exceed Ecodesign regulations and are Defra exempt for use in smoke control areas.

How do I prepare for my installation?

Before installation day, anything you can do to clear the room and working area of furniture and possessions is a huge help. We will bring dust sheets and floor protection to keep the space as clean as possible but it is worth bearing in mind that fireplace installations can release a lot of building dust, soot and debris.

Please plan ahead to keep pets and children at a safe distance and ideally in another room if possible.

If there are fireplace alterations involved, we are likely to use heavy duty masonry power tools and it can be very noisy for long periods of time so you might consider warning adjoining neighbours or rearranging work conference calls.

We may need to keep all windows and external doors open throughout our visit so that the room is kept well ventilated.

If applicable, ideally your chimney should be swept prior to installation to ensure the chimney or flue is clear of blockages although we can include for this in our installation scope of works.

Please consider keeping access routes to the property clear and allow enough space close to the entrance for parking if possible. We will advise on requirements if we have booked scaffolding or MEWP access to the chimney.

Should I choose a wood or a multi-fuel burner?

Choosing a wood burning or multi-fuel stove depends on your intended use and options of fuel sources.

Wood burns most efficiently on a small bed of ash, with air coming from above, and wood burning stoves are designed to have a solid base for the wood logs to sit on.

Solid mineral fuel or coal burning requires a slotted grate to allow air flow from underneath for optimum performance, and the design of a multifuel stove will usually incorporate a riddling grate and ashpan for ash removal. There are smokeless fuels available that are Defra approved for burning on stoves which have a multi-fuel grate fitted.

If you are unlikely to explore fuel types other than wood, we would recommend selecting a dedicated wood burning only stove. For most of our customers who already have an efficient central heating system and where the stove is providing a secondary heat source, then a wood stove is the best option. A wood burner provides the full experience of additional warmth and comfort of a real fire combined with a striking flame picture. Wood burns much cleaner than coal, for example, and is more sustainable.

For those who are undecided, a multi-fuel stove does offer more options as it accommodates either wood or alternative solid fuel types and more flexibility over potential changes in fuel availability and cost. Multi-fuel stoves cannot burn both types of fuel at the same time. A multi-fuel stove is likely to be the best option where it provides the main heat source in a home and is intended to be used over long periods, as burning solid fuels allows slower burning fires but with minimal flame effects.

I need a new stove, fire and/or fireplace – where do I start?

The best way to start is to fill out our online enquiry form or send us an email us at with your contact details (name, address, phone & email) and project requirements. There are a few essential things we need to know (if applicable):

Rough age and type of property construction.

Existing chimney or flue requirements.

Existing fireplace details. Location, type of appliance – how much you intend to keep or replace.

Heat output requirements – this depends on several factors such as the room size, age of the property and level of insulation, number and size of doors and windows, external walls, the central heating system in place and how cold or warm you personally feel as everybody is different!

Access to fuel sources – natural or LPG gas, wood etc.

Have you already collected some project inspiration or ideas and do you have a preference for contemporary or tradition styling?

If you are at design or build stage, it would be helpful for us to see any drawings or plans you have.

We usually kick off with a free site survey to establish room size, feasibility of desired location of the stove or fire, roof access and potential scaffolding or MEWP requirements, and determine the full scope of works.

We can then book a showroom visit appointment so you can look at the product ranges and some of the fireplace finishes we have on offer. We have a few fires available to view on live display.


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