Ideal Heating hailed as customer service star with A Company That Cares award

Hull-based Ideal Heating has been recognised as a star performer in delivering exceptional customer service.

The UK heating market leader has secured coveted Investor in Customers (IIC) A Company That Cares status – an award which celebrates companies which consistently deliver exceptional customer service and satisfaction.

Ideal Heating received the top-tier “Excellent” rating across all key performance areas, including understanding its customers’ needs and building loyalty.

The total score of 9.02 out of 10 places Ideal Heating among the highest-rated organisations assessed by leading customer experience consultancy IIC.

Ideal Heating Customer Services Director Chris Jessop said: “This is a proud moment for all of us. 

“We’ve worked hard to embed customer care into every part of our business – from product design and engineer training to digital support tools and loyalty programmes. 

“To be independently recognised for that commitment is hugely rewarding.”

Ideal Heating employs 1,100 people, with 800 at its main UK site at National Avenue in Hull. The company is the UK’s leading boiler manufacturer and also has a growing range of low carbon heating products, including its flagship Logic Air heat pump.

The independently-verified A Company That Cares award recognises organisations that deliver exceptional service and satisfaction, based on direct customer, employee and business feedback.

ICC praised Ideal Heating’s “clear, consistent customer care” and said customers were “deeply embedded across all levels” of the business.

Ideal Heating was assessed across four criteria, scored in each category out of ten.

The company received outstanding scores for:

• Understanding customer needs (9.06)

• Meeting those needs (9.19)

• Delighting customers (8.81)

• Engendering loyalty (9.00)

The judges said: “Ideal Heating deserves warm congratulations for its steadfast dedication to customer care and quality.

“The business is well positioned to build on its strong foundations, and its internal commitment to listening and improvement signals a company that truly cares and consistently delivers.

“The customer-centric culture and values are deeply embedded across all levels, with communication excellence and shared purpose evident in every department.”

A Company That Cares status complements Ideal Heating’s broader customer offer, including its market-leading Max warranty offer, which provides up to 12 years of parts and labour cover when fitted by a Max-accredited installer.

The warranty reflects Ideal Heating’s wider brand ethos, “That’s Ideal”, a commitment to smart design, straight-talking service and doing right by customers. From accessible technical support and seamless installation to long-term product reliability and meaningful loyalty rewards, the “That’s Ideal” promise runs through every part of the business.