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.

How Do I Clean The Stove?

When cleaning the outer body of your gas/wood burning or multifuel stove, we do not recommend the use of any sprayed cleaning products, including water. We also do not recommend the use of a wet/damp cloth or rag to wipe away dust or ash, as this can also cause small areas of corrosion and rusting formations. Care should also be taken not to have any overspray on the body of the stove, when cleaning the glass with any spray glass cleaner product .Unfortunately, rust and corrosion can sometimes happen when the stove is not used frequently, continuously exposed to water, moisture and oxygen combined. In all instances this natural process of oxidation can occur with all ferrous metaled stoves. When dusting and removing settlements of ash, we would only recommend the use of a soft bristle brush, or a dry microfiber cloth is used to keep the stove looking in the best possible condition. If marks are left from deposits of ash, then the gallery black grate polish can be applied to restore the area to its natural state.

How Do I Know What Size Of Stove I Need?

We have a huge range of stoves available to suit different needs. To determine the heat output you require click here to use our minimum heat output calculator.

What Is Over Firing?

Your stove should never be used in a manner to cause over firing. Over firing can be caused by over loading the stove with fuel, and with primary controls open. If any part of stove glows “red” your stove is over firing and your draught control should be adjusted to restrict airflow to stove. Over firing can cause permanent damage to the appliance which is not covered by warranty. We would strongly recommend the use of a stove thermometer which will help you monitor your stove’s performance.

Why Should I 'Run In' My Stove?

To begin, light a series of small fires over a period of a few days to allow the paint finish to cure. If the stove is not “run in” correctly, this may cause the paint to discolour and flake. The finish can be repaired with proprietary stove paint.

Why Is The Stove Smoking When Lit?

A smoking stove can be caused by a flue with back draught problems, or a blockage in the chimney. A qualified fitter should complete a smoke test prior to fitting the stove to ascertain the integrity of the flue. We would recommend that you contact your Hetas fitter to establish the cause.

Where Can I Get Spare Parts?

We stock a full range of spare parts for all of our appliances. We strongly recommend that you only use genuine Penman replacement parts please call us on 01204 868 550 or email

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

What is Commissioning?

Commissioning a solid fuel or gas stove, fire or fireplace is a compulsory procedure to ensure that the flue/appliance/room ventilation is in accordance with building regulations, safety requirements and the manufacturer’s installation/operation instructions. This is completed following installation of the appliance.

How Do I Regulate The Heat Output?

Each stove has air controls to regulate the heat output. Keeping the air flowing correctly through a wood-burning stove is essential for safe and efficient operation of the stove. Fresh air needs to enter the wood compartment to provide oxygen fuel for the fire; as the fire burns, the smoke must be allowed to rise through the stove pipes, and exit through the chimney.

High heating efficiencies on closed appliances can only be attained by controlling the supply of air to the fire chamber (operating the air control correctly). It is not recommended to leave the air control fully open, except when helping the chimney/flue heat up initially. A fully open air control will lead to more heat being sent straight up the chimney rather than into the room (which reduces efficiency). The biggest problem with leaving the air control fully open is “overfiring”.

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

Do Stoves Require A Chimney?

All of our multi-fuel and wood burning stoves require a suitable chimney or professionally installed flue system.

What If I Don’t Have A Chimney?

In most cases you can install a flue system to suit and there are many different flue systems available. Please contact your local stove dealer, who will be able to give you expert advice on the correct flue system.

How Do I Clean The Chimney?

You will require a chimney sweep to clean the chimney. It is best to provide a dedicated chimney cleaning access door when installing the flue of the stove. You should clean your chimney regularly to get the best performance from your stove.

Who Should Install My Stove?

We want you to enjoy the maximum performance from your appliance products. To ensure this, it is essential that they are installed correctly. We strongly recommend that your Penman Appliance is installed by a suitably qualified/competent person. See our list of retailers page for more information.

Are wood and multifuel stoves easy to light and control?

Yes, stoves are generally quite easy to light with dry kindling and newspaper. Once lit simple air vents can be turned to control the intensity of the blaze and amount of heat.

Does my stove need a guard?

A suitable fire guard is recommended for all fires for the protection of the young, infirm, elderly and pets. A fire guard not only prevents hot material from falling from the fire but also prevent clothing from coming into contact the naked flames or embers.

How often should I clean ashes from my stove?

A wood burning stove often benefits from having a bed of ash so, depending on use, will probably need cleaning out no more than once a week. In contrast a solid fuel stove should be riddled and the ash removed daily.

What is the difference between a solid fuel and multi fuel stove?

Essentially it’s the type of grate they use. For burning wood a flat grate is required with air directed into the top of the fire. For solid fuel, air must be directed through the fuel from underneath.

Should I use a stove fan?

A stove fan is an effective device that is placed on top of your stove and is designed to circulate heat throughout living spaces. Their purpose is to create comfort through the even distribution of heat.

Do I need a moisture meter?

The main reason for having a moisture meter is to get an accurate reading of the actual moisture content of your logs. They are often used for those people who are cutting and seasoning their own wood. But more importantly, they can be used to check the quality of wood bought from suppliers and make judgements on when firewood is ready for burning. Seasoned firewood should have a moisture content of 20% or less. We supply high-quality ash kiln dried logs which are the perfect fuel for your new stove. Not only efficient they are easy to light, produce ample heat, and a roaring flame! Call us on 01204 868 550 for details.

What does Defra 'Approved' mean?

A Defra Approved stove, is a wood burning stove which has been tested and passed the UK Government’s Department of Environment, Farming and Rural Affairs (Defra) criteria for emission levels.

Generally, a ‘Defra Approved’ stove has been modified by the manufacturer to limit the amount that it can be ‘closed down’ or in other words, by how much it can be starved of air which creates smoky combustion. A Defra Approved stove will therefore always provide the minimum level of combustion air so that the wood burns efficiently without producing unnecessary smoke, thus ensuring that the appliance complies with the Clean Air Act.

A Defra Approved wood burner will, therefore, allow you to burn wood legally in a UK Smoke Control Area – most of the UK’s cities and large towns.

What can cause hearths to crack?

Limestone is a sedimentary rock composed mostly of calcite and aragonite, which are different crystal forms of calcium carbonate. Granite is an igneous rock, much more hard, sturdy and durable, whereas limestone is a metamorphic rock which is not as durable as granite but never the less very robust.

Essentially a hearth can crack if it is incorrectly fitted. When installing any hearth it would need to have an adequate bed of sand and cement or suitably similar materials. The application of which will ensure that the hearth can adequately bear the weight of the appliance and associated chimney which is not independently supported. When the hearth is in situ it can and will be subjected to high temperatures and therefore design considerations should always be taken into account when leaving sufficient room for expansion.

Also when installing the hearth care and attention to staining must be a consideration. Adequate bonding provisions and suitable mixtures are all key factors to ensure that the staining does not appear. However it is inevitable that some staining may occur but perseverance for staining is the key and in the fullness of time and with constant use the staining should disappear. Preventative methods vary from engineer to engineer therefore it is important to ask the question to avoid disappointment or concerns at a later date.

The hearth material durability and robustness make for an ideal product when constructing or designing a fireplace, but under some circumstances it can become damaged and cracks can develop. However if installed properly there should be no cracking unless the subsurface underneath has been incorrectly prepared, or unsuitable for the installation in general, therefore bedding down correctly is essential. Other factors include standing on points where areas are unsupported or inadequately filled with the bedding mixture, the weight of an appliance or other ornamental items which have been underestimated or incorrectly installed. Again if properly installed and designed correctly even this activity should not be a major problem. Heavy objects that are dropped including the appliance itself (average 95kg) when manoeuvring into position, an unsupported flue due to the sheer weight (on average 100kg), ash pan covers, pokers, the loading of fuel during burn cycles or even heavy ash pans loaded with redundant fuel waste but not limited to may all cause hair line cracks, and these can sometimes manifest during the operation of the appliance. They can also manifest during periods of cold weather or absences of appliance burn cycles. Other variables would include damage caused in transit or handling badly when manoeuvring to site.

It is essential that all due care an attention should be taken when installing, and all products should be installed by a competent person in accordance with the current building regulations. This will avoid disappointment at a later date after it has been installed.

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.