Flames of Essex

Flames of Essex, a business offering heating and plumbing services, presents a complex picture for potential customers. While its official address is listed in Harwich, the company clarifies on its website that it has relocated to Ipswich and now serves both Suffolk and North Essex. This dual-location service is a key aspect of their operation, alongside a portfolio that spans from general plumbing tasks to the specialist installation of multi-fuel stoves and boilers. However, a deep dive into customer feedback reveals a stark contrast between highly positive experiences and profoundly negative, serious complaints, making careful consideration essential before engaging their services.

A Record of Professionalism and Satisfactory Work

On one side of the coin, several customers have publicly praised Flames of Essex, and specifically an installer named Sean, for their work. The positive reviews highlight a high degree of professionalism, efficiency, and friendliness. For instance, one client was very pleased with a kitchen tap installation, noting that the job was completed in a tidy and effective manner, leading to a strong recommendation and the intention to use the service again. This suggests that for routine plumbing services, the company can deliver to a high standard.

This positive sentiment extends to their specialisation in heating. Another customer expressed satisfaction with a newly fitted log burner, anticipating future savings on heating bills and recommending the company for both heating and plumbing needs. A third review reinforces this, describing Sean as reliable and professional, and highly recommending him for log burner installation, maintenance, and chimney sweeping. These accounts paint a picture of a capable and trustworthy business that can successfully complete projects to the client's satisfaction, building a base of repeat customers.

Serious Allegations and Communication Failures

Conversely, the business is subject to some extremely serious and detailed negative feedback that raises significant concerns, particularly regarding safety and certification. One customer documented a distressing experience involving the installation of two multi-burner stoves. The review alleges that after serious problems arose with one of the installations, the company became completely unresponsive to calls, texts, and emails. The most critical allegation is the failure to provide a promised HETAS certification. Upon contacting HETAS directly, the customer was reportedly told the installations had not been registered at all.

To investigate the issue, the customer hired a different company to perform a camera inspection, which allegedly revealed that the flue liner had been installed incorrectly and was not properly connected to the stove pipe. This is a severe safety hazard, as it could allow smoke and dangerous fumes to enter the property instead of being vented outside. The cost to rectify this single installation was reportedly £2,500. A subsequent inspection of the second stove installed by Flames of Essex allegedly revealed the exact same dangerous fault, requiring a further £2,000 to correct. These are not minor issues; they are fundamental failures in the safe installation of a solid fuel appliance.

The theme of poor communication is echoed in another negative review, which describes the business as a "complete messer" who fails to respond to any attempts at contact. This customer advises others not to waste their time and points out the discrepancy between the listed Harwich address and the owner's apparent residence in Ipswich, questioning the company's professionalism. This pattern of unresponsiveness, especially when dealing with post-installation problems, is a major red flag for any potential client.

Services Offered and Accreditations

Despite the conflicting reviews, it is important to understand the full scope of services Flames of Essex offers. Their website provides clarity on their capabilities, positioning them as a versatile contractor for both plumbing and heating. The company states it is equipped to handle a wide array of tasks.

• Central Heating Services: This includes full system design and installation, as well as boiler repair and replacement.
• Gas Safe Registered Services: They state they are qualified to work on gas and LPG systems, covering gas fire installation, servicing, gas cooker installation, and issuing Landlord Safety Certificates.
• Stove and Fireplace Installation: A core specialism is the installation of multi-fuel and wood-burning stoves.
• General Plumbing: The company also handles smaller jobs, from fixing leaking taps to full bathroom installations, often working with other tradespeople to deliver a complete project.

The company's website also states they are registered installers with both OFTEC and Gas Safe, which are crucial accreditations for any heating engineer. However, the aforementioned customer review regarding the lack of HETAS registration for their stove installations creates a point of serious contention. Potential customers, particularly those seeking stove fitters, should independently verify these credentials and insist on receiving all necessary certifications immediately upon completion of the work.

Conclusion: A Tale of Two Reputations

Flames of Essex operates under a cloud of contradiction. There is evidence of skilled work, satisfied customers, and a broad service offering that would appeal to many homeowners. The positive reports suggest a competent and friendly service. However, these are overshadowed by severe and credible allegations of unsafe work, a failure to provide legally required certifications, and a subsequent refusal to communicate with the affected customer. This is compounded by other reports of general unresponsiveness.

For a potential customer, this creates a significant dilemma. While a straightforward job like hiring a local plumber for a tap replacement might proceed without issue, the risks associated with more complex and safety-critical work, such as stove or boiler installation, appear to be substantial based on the reported experiences. The decision to hire Flames of Essex should be made with extreme caution. It would be prudent to request and verify all relevant accreditations (such as their Gas Safe number) beforehand, obtain detailed written quotes, and have a clear, contractual agreement regarding the provision of all necessary safety and compliance certificates before any payment is made. While some customers have clearly had good experiences, the severity of the negative reports cannot be ignored.