FREQUENTLY ASKED QUESTIONS

Select one of the following categories to view the Frequently Asked Questions on that topic:

FREQUENTLY ASKED QUESTIONS – STOVES

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How Do I Clean The Stove?
The stove is finished with a heat resistant paint and this can be cleaned with a soft brush. Do not clean whilst the stove is hot; wait until it has cooled down. The finish can be renewed with proprietary stove paint. As the stoves are made of cast iron, please do not clean with a wet cloth.
How Do I Know What Size Of Stove I Need?

We have a huge range of stoves available to suit different needs. Firstly you need to decide whether you want a room heater or a boiler stove. Then you will need to determine the heat output you require for your room. Use the minimum heat output calculator to determine which stove you require.

Download our free guide from the link below:

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 info@penmancollection.com

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”.

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.

Warranty Information

All Penman products are subject to the terms of the Warranty Policy and guaranteed against defective workmanship, faulty components and material as specified below. Subject to the specification of the appliance the warranty will run from the date of installation providing the appliance is installed within 6 months of its despatch from Percy Doughty Ltd. The warranty periods listed below apply when the appliance is purchased from one of our exclusive dealers. Any variation to the warranty period must be approved in writing by the Company. It is a requirement of the warranty that an annual service is carried out on the appliance by a suitably qualified person and installation complies with relevant Building Regulations and the rules in force. Records and receipts of annual services will be required in the event of a warranty claim. This must be carried out by a suitably trained and qualified individual (HETAS registered or GasSafe registered in the United Kingdom or equivalent) with a certificate of installation and the appropriate commissioning report completed and retained by the end-user.

    • Gas Appliances – 3 years’ terms and conditions apply.
    • Electric Appliances – 1 year terms and conditions apply.
    • Penman Cast Iron Stoves – 10 Years terms and conditions apply
    • Cylindrical Stoves – 5 Years terms and terms and conditions apply
    • Penman mantels & accessories – 1 year terms and conditions apply

FREQUENTLY ASKED QUESTIONS – GAS

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Damaged Goods

Damaged items should be reported within 5 days of delivery; please provide as much information as possible and photographs if applicable; any damaged packaging should be retained for inspection by our approved representative.

Please contact Returns on 01204 868550 – returns@percydoughty.com

Please log a call if the damaged item is affecting the operation of the appliance

Do not use until you have been advised by a Percy Doughty or Gas Safe representative that it is safe to do so.

Missing Items

Missing Items must be reported within 5 days of delivery. Carefully check components against the list supplied and thoroughly inspect packaging for any small items that may have become dislodged in transit. If parts are missing please provide as much information as possible.

Please contact Returns on 01204 868550 or returns@percydoughty.com

Please log a call if the missing item is affecting the operation of the appliance.

Do not use until you have been advised by a Percy Doughty or Gas Safe representative that it is safe to do so.

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

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 http://www.visionfires.co.uk/helpdesk/ alternatively call 01204 868550 selecting option 3 – Technical
Ignition Doesn't Spark

Replacing the battery (slide control only)
The appliance requires one 9V PPS battery and is located behind the ash pan cover, under the fuel bed. If the battery needs replacing ensure that the + and – positions are aligned correctly.

If the problem persists an Engineer will be required – Please log a warranty call.

To log a warranty call online follow the link http://www.visionfires.co.uk/helpdesk/ alternatively call 01204 868550 and select 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.

Glass Dirty Or Broken - High Efficiency Model V1/350/B Slide Model

Do not handle or attempt to clean the glass when it is hot.

Do not use abrasive cleaners or harsh chemicals.

If the glass breaks carefully remove any sharp pieces that are easy to dislodge – we recommend that the glass is only replaced by a suitably qualified and experienced engineer as it is very important that a complete seal around the glass is achieved. Failure to do so may result in incorrect gas combustion which can have fatal results.

Do not operate the appliance if the glass is cracked, broken or missing.

Slider arm moves down, sparks and successfully lights the pilot however the main burner does not light on release of the slider arm

Correct Procedure – Push the control lever fully down to the ‘P’ position and hold there until the pilot lights. Hold for at least a further 10 seconds to allow a stable flame.

Release the control lever and it will automatically raise to the ‘LO’ position. The fire is now at minimum heat setting.

Lift the control lever up to the ‘HI’ position. You will feel a positive location check when the lever reaches this setting. The fire is now at the maximum heat setting. The lever can be moved between the low and high positions to achieve your desired heat setting.

If, for any reason, the flame extinguishes or does not light on initial attempt Do wait three minutes before attempting to relight as the fire is fitted with a safety device that will automatically shut off the gas supply to the fire, if for any reason, the flame goes out.

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 assist.
Other
Please give full details of Fault and include photographs or recordings where appropriate.

FREQUENTLY ASKED QUESTIONS – CAST IRON

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What is a cast iron insert?
A cast iron insert is a decorative plate that incorporates a fire, and comes in the form of an arched insert or tiled insert.
What fuel can I burn?
Many of our inserts have the opportunity to burn several types of fuel such as wood, coal, gas or electric. With the exception of the efficiency plus range and any chrome finishes, all our inserts featured are suitable for burning multi fuel; however polished and highlighted products will tarnish.
I would like to burn solid fuel which cast insert is best?
When burning solid fuel it is recommended that you choose a black finish, preferably with a refectory brick back.
Can I have any combination of insert, surround and hearth?

There are endless permutations of inserts, surrounds and hearths. Most inserts will fit our surrounds, please check the dimension chart to ensure that there is sufficient width to accommodate your chosen insert without impinging upon the leg of the surround. Please ensure that your chosen hearth will accommodate your surround, the mantle is designed to fit on top of the hearth rather than between the legs of the surround, please see our dimension chart to ensure the outer width of the leg will fit on top of your hearth.

What types of hearths are available?

Hearths are made of non-combustible material and sit beneath and around your appliance. They are designed to protect the immediate area surrounding an appliance; the hearth must be a sufficient size in order that any burning fuel or hot embers do not fall on any combustible materials such as floorboards, carpets or rugs etc. There are many factors to consider on the type of hearth that you need for your home. Please speak to your approved retailer for exact requirements before you make your final decision. To see the mantels available please visit https://www.penmancollection.com/chamber-hearth-beam/

Can I buy tiles separately?
Yes! We have a wide selection of fireplace tiles available, please speak to your approved retailer for details.
How do I clean my cast iron fireplace?
Keep the fireplace oiled using a thin coat of a light oil, such as 3 in 1 or WD40. This treatment should be carried out at least twice a year or as required. Any surface rust should be removed using a fine grade wire wool with oil. This will not scratch the cast iron, the more you rub, the more of a mirror finish will be achieved. Avoid exposing the cast iron surface to moisture.