Heatable: most-reported complaints
Automated analysis of 558 public Trustpilot reviews published 2025-12-13 to 2026-09-23. TrustScore 4.8 from 14,877 total reviews — see the Trustpilot page. Quick answer: is Heatable legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that customer support is unhelpful, with 30 complaints identified during the analysis period. Issues regarding faulty products were the second most common concern, accounting for 27 reports. Additionally, customers frequently mentioned that support was unreachable and that appointments were missed.
How to reach Heatable
These are the contact details Heatable publishes on its Trustpilot profile, as of our last check on 2026-09-23 — phone 03301131333, email [email protected].
The company claimed its Trustpilot profile on 2019-12-05, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-22. Trustpilot ranks it 36 of 62 in Gas Engineer. We last checked this profile on 2026-09-23 and found 70 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Companies House: HEATABLE LTD (no. 08804726), active, incorporated 2013 (12.7 years); next accounts due 2027-03-31, last accounts filed 2026-03-31. 3 current officers (4 on record historically), 1 resignation in the last 24 months; 14 filings in the last 12 months (53 filings on record). official record — public register facts, not an indicator of wrongdoing; officer changes are routine in many company structures. Live Companies House status as of 2026-09-23.
Forum footprint: 24 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “New Boiler Installation - heatable.co.uk, anyone???”, “Heatable - great experience!”, “heatable boilers”.
Elsewhere: 4.4★ on Google (505 reviews)
TrustScore over time
4.8 → 4.8 across 14 census measurements since 2026-08-11. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-11 (100%, 1.2d) · 2026-08-14 (100%, 1.3d) · 2026-08-18 (100%, 1.3d) · 2026-08-21 (100%, 1.3d) · 2026-08-24 (100%, 1.3d) · 2026-08-27 (100%, 1.2d) · 2026-09-01 (98%, 1.3d) · 2026-09-04 (100%, 1.3d) · 2026-09-07 (100%, 1.3d) · 2026-09-11 (98%, 1.3d) · 2026-09-14 (100%, 1.2d) · 2026-09-17 (100%, 1.2d) · 2026-09-20 (99%, 1.2d) · 2026-09-23 (100%, 1.3d).
Severity: 60% of this company’s 73 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In January 2023, 29% of 14 one-to-three-star reviews were 1★; in July 2026, 46% of 13.
Counted from January 2023 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 2.7 days between the experience and publishing their negative review (306 reviews record both dates).
What their policy promises
complaint process: 8 weeks
“The final response must be sent within 8 weeks of the initial complaint being raised”
complaint process: 3 working days
“Where an official complaint has been received or the informal complaint was unable to be resolved at the frontline point of contact, a written acknowledgement is sent to the customer within 3 working days.”
complaint process: 72 hours
“It is the aim of the Company to resolve informal complaints immediately, or at least within the first 72-hours.”
complaint process: 3 working days
“No matter how small or informal the complaint, if a satisfactory resolution has not been achieved within 3 working days of the complaint being raised or identified, the issue is passed to the aftercare team to enter the ”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-12.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 330 negative reviews that received a public reply, the median wait was 0.7 days — the company profile reports an average of 1 days.
Reply quality: of 330 company replies to negative reviews analysed, 57% engaged with the specific problem and 26% were generic templates.
Review provenance: 442 company-invited reviews in the recent window average 4.87★, while 62 organic (uninvited) reviews average 4.15★.
19% of its 439 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 41% of this company’s complaints vs a 29% median across 111 ranked companies in its sector.
Review velocity: 2,532 of this company’s 14,877 Trustpilot reviews (17%) were written in the last 12 months.
What are the most common complaints about Heatable?
Support unhelpful
30 reports · 41% of complaintssteady“confirmed as being defective by both their nominated installer and Tesla”
The company replied on 2026-03-20: “Hi James We will not be bullied into removing your battery because you have changed your mind. I have been personally working with yourself and your issue which was first raised 3 months after the…”
Our classifier read this reply as a deflection.
3 readers marked this review helpful on Trustpilot.
“They provided me with an EV charger as part of my package which didnt have the required RFID cards to make the charger work.”
The company replied on 2026-03-20: “Hi Chris As you are aware I have personally called to resolved this with you. As you say whilst this is not Heatable's fault, but I will remain in contact until the conclusion which will not take 8…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
3 readers marked this review helpful on Trustpilot.
“tell me the day before installation that they can’t install due to having no unit!”
The company replied on 2026-07-20: “Hi there, Thank you for your review, and I am sorry to hear the issues that you have experienced. I can assure you that we have tried to support you, but I do understand that the changes to…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Faulty product
27 reports · 37% of complaintsfalling“confirmed as being defective by both their nominated installer and Tesla”
The company replied on 2026-03-20: “Hi James We will not be bullied into removing your battery because you have changed your mind. I have been personally working with yourself and your issue which was first raised 3 months after the…”
Our classifier read this reply as a deflection.
3 readers marked this review helpful on Trustpilot.
“They provided me with an EV charger as part of my package which didnt have the required RFID cards to make the charger work.”
The company replied on 2026-03-20: “Hi Chris As you are aware I have personally called to resolved this with you. As you say whilst this is not Heatable's fault, but I will remain in contact until the conclusion which will not take 8…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
3 readers marked this review helpful on Trustpilot.
“tell me the day before installation that they can’t install due to having no unit!”
The company replied on 2026-07-20: “Hi there, Thank you for your review, and I am sorry to hear the issues that you have experienced. I can assure you that we have tried to support you, but I do understand that the changes to…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Support unreachable
18 reports · 25% of complaintsfalling“No one around to answer the phone.”
The company replied on 2026-03-31: “Hi Sascha, Im sorry to hear about your frustrations with your engineer not being able to get back out to you last week, we totally appreciate this is far from ideal. I think it was myself you spoke…”
Our classifier read this reply as a substantive response.
2 readers marked this review helpful on Trustpilot.
“The installer used such huge pressures that our newly installed radiator popped off and caused significant damage”
The company replied on 2026-02-10: “Good afternoon Rebecca Thank you for taking the time to complete a review, and I am sorry to note the concerns you have raised. I can see our team have replied and updated you, and detailed the…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“No responses to phone calls, voicemails, email. Nothing.”
The company replied on 2026-02-10: “Good afternoon Mrs Spees We really appreciate the feedback, and the details you have shared. I have reviewed the information available to us here at Heatable, and I can see that the engineer has…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
Missed appointments
14 reports · 19% of complaintssteady“No one around to answer the phone.”
The company replied on 2026-03-31: “Hi Sascha, Im sorry to hear about your frustrations with your engineer not being able to get back out to you last week, we totally appreciate this is far from ideal. I think it was myself you spoke…”
Our classifier read this reply as a substantive response.
2 readers marked this review helpful on Trustpilot.
“I emailed the company requesting an explanation, but they did not respond at all.”
The company replied on 2026-02-10: “Good afternoon Mr Katkoria Thank you for taking the time to leave us a review, and sharing your experiences. I wanted to check our records, so I was able to help you, and I can see, and have listened…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“no sign of the engineer”
The company replied on 2026-09-11: “Good morning Mrs Wiles Thank you for your time this morning, it was lovely to catch up and support an overview with you. I am pleased that we have an agreed plan in place now, and I look forward to…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Poor core service
9 reports · 12% of complaintsfalling“Heatable repeatedly ignored my messages despite the seriousness of the situation.”
The company replied on 2026-03-06: “Good afternoon Mr Gaunt We appreciate you taking the time to share your experiences with us, and I have tried to call you this afternoon. I wasn't able to leave a message, so I have emailed you a…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“Their incompetence caused months of delays and cost us hundreds of pounds in additional energy bills.”
The company replied on 2026-05-27: “Hi George, Thank you so much for the time you've taken to leave us a review and your honest feedback. I'd like to take this opportunity to assure you our installers go through a rigorous onboarding…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“the aftercare is practically non-existent.”
The company replied on 2026-02-10: “Good afternoon Mr Johnston We appreciate your review, and I have looked across all our correspondence and I cannot see any details relating to the issues highlighted some 12 months ago. I am sorry if…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Delivery late
8 reports · 11% of complaintsrising since 2026-07“tell me the day before installation that they can’t install due to having no unit!”
The company replied on 2026-07-20: “Hi there, Thank you for your review, and I am sorry to hear the issues that you have experienced. I can assure you that we have tried to support you, but I do understand that the changes to…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“told on Wednesday 1st July that the air con I had ordered over 2 weeks in advance was out of stock”
The company replied on 2026-07-04: “Hello Ryan, Thank you for your review, and I am sorry to hear the issues that you have experienced. I can assure you that we have tried to support you, but I do understand that the changes to…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“I was then called a couple of days later saying that there wasn't any installers available for 3 weeks after they originally said”
The company replied on 2026-07-01: “Good afternoon Jonathan Thank you for your review, and naturally we are sorry for the issues experienced. As a business, we pride ourselves on service and client support, and I am aware that the U.K…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
Compare Heatable with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-23.