Got a question?

Where can I view/purchase a Penman appliance?

The Penman Collection is available from experience, independent retailers. These retailers will be able to show you a selection of the models available locally in their showrooms. The retails will be able to advise you on the most appropriate appliance for your home and will be able to assist with the installation process and aftercare support and servicing.
Click here to find your nearest stockist.

I do not have mains gas in my home, can I still install a fire?

Some of the appliances features are available in Liquid Propane Gas (LPG) as an alternative if you don’t have Natural gas in your property, please check with your approved stockists for details.

Who should install my Penman appliance?

All installations must be carried out in accordance with the requirements set out in the Building Regulation documents, in particular, Approved Document J. There are independent bodies which have been approved to carry out installations in accordance with these regulations.

Installations must be carried out by a Gas Safe engineer, (Board Gais in ROI), please confirm with your retailer that your new fireplace will be installed appropriately.

If you have your new fireplace fitted by a GAS SAFE REGISTER (Board Gais in ROI) fitter you will be given a certificate stating that your installation has been carried out in accordance with the Building Regulations. If you do not have one of these certificates then you will have to arrange for your local Building Control Officer to inspect your installation and approve it.

What is Gas Safe Register?

Gas Safe Register is the official register for gas safety. It is an official list of gas engineers who are registered to work safely and legally on boilers, cookers, fires and all other gas appliances. Gas Safe Register replaced CORGI as the gas registration body in Great Britain and Isle of Man on 1 April 2009 and Northern Ireland and Guernsey on 1 April 2010.  Any gas engineer working in Ireland must hold RGI Certification.

What servicing does my appliance require?

The appliance must be serviced every year by a Gas safe engineer and the flue system must be cleaned every 2 years.

Where can I buy spare parts, should the need arise?

Please contact the Percy Doughty sales team on 01204 868 550 for help and advice.

How long is the warranty on my Penman product and what does it cover?

We expect you to enjoy years of trouble free use from your appliance and offer a two year (Year 1 Statutory Parts & Labour, Year 2 Parts only from Percy Doughty) warranty to offer complete peace of mind and protection.

All parts and labour are covered during the warranty period subject to terms and conditions. Click here to view full terms and conditions.

To ensure that your appliance is protected we ask you to register your product within 30 days of installation, simply click here for details or alternatively you can complete and return the registration form at the back of your warranty booklet

Gas Smell Present

What to do if you smell gas (England, Scotland and Wales)

  • Call the National Gas Emergency Service: 0800 111 999

What to do if you smell gas (Republic of Ireland)

  • Call Bord Gáis Networks on 1850 20 50 50 (24 hours)

What to do if you smell gas (Northern Ireland)

  • Call the 24-hour gas emergency service on 0800 002 001

If you are unable to get through on the emergency numbers above call 999 immediately and then follow the procedure below

  • Open Windows and doors to increase ventilation
  • Isolate the main Gas supply to the meter unless it is located in the cellar or basement
  • Do not touch any electrical switches;
  • Do not switch extractor fans on to ventilate the area
  • Do not turn lights either on or off
  • Do not smoke or use any naked flame
  • Do not operate mobile phones

Installation, service and repair must only be performed by a suitably qualified person (Gas Safe Registered) and in line with the Manufacturer’s Instructions

Once the property has been made safe the Gas Emergency Engineer will explain any work that is required and to which appliance, this should only be carried out by a Gas Safe registered engineer.

Not Burning Correctly / Producing Soot

Not Burning Correctly / Producing Soot

Producing soot can be a sign of incomplete combustion for a variety of reasons – Do not use until you have been advised by a Percy Doughty or Gas Safe representative that it is safe to do so.

Carbon Monoxide (CO) can be emitted from inadequately maintained or badly fitted domestic heating appliances.

You should fit a carbon monoxide alarm in any room that contains a fuel burning appliance. The sensing technology in a CO detector is different from that used in a smoke alarm. Carbon Monoxide detectors measure the amount of CO and the time of exposure. The alarm will sound before carbon monoxide levels becoming threatening for average, healthy adults.

In the event that your fire is not burning correctly

  • Check that all ceramics are present and correctly positioned.
  • Do not add extra ceramic pieces to the appliance as this can result in incorrect combustion.
  • If any of the ceramic components become damaged then we recommend that the complete ceramic set is replaced with genuine manufacturer’s parts.
  • Do not burn paper or other materials on the appliance as this will leave debris and residue which will affect the correct and safe combustion of the gas
  • Lazy yellow or orange flames may mean that you need to get your fire inspected as this could be a sign that there is carbon monoxide in your home; other signs include
  • Dark staining / soot around or on appliances
  • Pilot lights that frequently blow out
  • Increased condensation inside windows

Carbon Monoxide Safety Tips

  • Fit an audible carbon monoxide alarm.
  • They need to be put in a central location in the house and can be fixed to the wall or can be placed on a table, bookshelf or shelf.
  • Have fuel-burning appliances serviced annually by an appropriately qualified and registered engineer.
  • Don’t block ventilation and have chimneys swept at least once a year.

Where to place your alarm:

Garage, Bedroom, Kitchen, Living Room


Six main symptoms of Carbon Monoxide Poisoning

  • Headaches
  • dizziness
  • nausea
  • breathlessness
  • collapse
  • loss of consciousness

Being aware of the symptoms could save your life.

Carbon monoxide symptoms are similar to flu, food poisoning, viral infections and simply tiredness. That’s why it’s quite common for people to mistake this very dangerous poisoning for something else.


Other signs that could point to carbon monoxide poisoning

  • Your symptoms only occur when you are at home
  • Your symptoms disappear or get better when you leave home and come back when you return
  • Others in your household are experiencing symptoms (including your pets) and they appear at a similar time

What should I do if I experience any symptoms of carbon monoxide poisoning?

  • Get fresh air immediately. Open doors and windows, turn off gas appliances and leave the house
  • See your doctor immediately or go to hospital – let them know that you suspect carbon monoxide poisoning. They can do a blood or breath test to check
  • If you think there is immediate danger, call the Gas Emergency Helpline on 0800 111 999

Get a Gas Safe registered engineer to inspect your gas appliances and flues to see if there is a dangerous problem

Ignition Sparks But Pilot Will Not Light

  • Check gas supply into the property by operating other gas appliances – if there is no gas supply contact your gas supplier.
  • If the gas supply is operational but the fault persists please log a warranty call.
  • To log a warranty call online follow the link alternatively call 01204 868550 selecting option 3 – Technical

Burner & Pilot Light But Fire Goes Out

Spillage safety system

For safety, this appliance is fitted with an oxygen sensitive pilot system. This will cut off the gas supply to the appliance if the oxygen level in the room falls below its normal level. If this happens it usually indicates that there is a problem with the flue system. The fire must not be used and the problem must be corrected by a competent person.

NB this device is not a substitute for an independently mounted carbon monoxide detector.

Intermittent Fault

If a fault is intermittent please monitor over a period of a few days and note details down of frequency and length that the fault is apparent. It is often useful to note events immediately prior to and following the fault occurring i.e. colour and appearance of flames; any unusual noises or smells or if it happens on a regular basis at the same time of day or at the same time of another activity within the home i.e. other gas appliances being used. Extreme weather conditions can also affect the operation of some appliances.

Photograph or record recurring incidents.

Fault Apparent on Installation / Engineer Unable to Install or Commission

 Please contact our Technical Service Department on 01204 868550 or log a call leaving the best contact details for the Engineer so that a member of our Technical Team can assit.

Still need help?

Do you still have a question about our products or service? Get in touch and speak to one of our experienced, friendly team via email, phone or by completing our online form.