Raising the bar for our customers as A Company That Cares

What do you do when you’re already rated as among the very best businesses for looking after your customers?

Well, if you’re Ideal Heating, you work even harder to get even better at helping your customers in a whole host of ways.

Last year our efforts to deliver outstanding customer service were rewarded by being officially named as A Company That Cares – an accolade bestowed on businesses that truly put their customers first.

Now we’re excited to announce that we’ve retained our “Excellent” A Company That Cares rating in 2026, after a deep dive into our performance by leading customer experience consultancy Investor in Customers (IIC).

And this year our scores are even higher – meaning we’re firmly among the businesses that stand out for delivering exceptional customer service and satisfaction.

Excellent again, but with even better scores!

Last year our overall score was an impressive 9.02 out of 10 – this time it’s jumped up to 9.44.

That total score is calculated across a range of key criteria. Here’s the individual scores – all officially Excellent – that make up the overall rating:

Meeting customer needs – 9.63

Delighting customers – 9.50

Engendering loyalty – 9.50

Understanding customer needs – 9.13

Of course, we’re delighted to have retained our A Company That Cares status and that the IIC judges found we have raised the bar in our efforts to support our customers and provide them with excellent service.

But, it’s no great surprise, either. We continue to work hard right across the business to ensure our customers are at the heart of everything we do.

Top-rated heating manufacturer on Trustpilot

You can see the results of this in reviews on Trustpilot, where we’re the highest-rated heating manufacturer, with a current 4.8 “Excellent” rating, based on 74,000 customer reviews.

We’re really pleased that reviewers frequently praise our professionalism, engineer knowledge, reliability, clear communication, helpful service and more.

Our commitment to delivering industry-leading customer service is also reflected in our 365-days-a-year support and in initiatives such as MAX Confidence.

Introduced this year as an industry first, MAX Confidence is designed to give complete peace of mind to homeowners and boost our unbeatable offer to installers.

Applying to our flagship Logic MAX and Vogue MAX boilers, it guarantees a fast fix and an additional year of warranty cover when an issue is confirmed as an Ideal fault – no fuss, no quibble, no problem!

It’s just another way that we’re leading the field with new standards of service, support, reassurance, transparency and trust.

Supporting our customers in so many ways

The A Company That Cares judges delivered their verdict after a rigorous assessment of all the ways we support our customers and provide them with unrivalled service.

The IIC said customers “regularly recognise the professionalism, helpfulness and reliability of Ideal’s people and services”.

They highlighted our “mature and well-embedded” understanding of the needs and expectations of our customers, whether they’re homeowners, installers, developers or social housing providers.

We were applauded for our investments in product quality, technical support, training and innovation.

Our wide range of communications channels – including phone, webchat, WhatsApp and video remote assistance – earned praise for making it easier for customers to access help in the way that best suits them.

In their report, IIC also picked out our Installer Connect platform and Premier Club as outstanding examples of customer experience and reward.

A last word from the customer service experts

We’re proud to be officially A Company That Cares and we’re dedicated to continuing to do all we can to support our customers and partners.

But don’t just take our word for it – listen to the experts at IIC. Here’s how they sum up our commitment to customer service:

“Overall, Ideal Heating continues to demonstrate the values, behaviours and standards expected of A Company That Cares.

“The business is well positioned to continue building trust, strengthening relationships and setting a high standard for customer care within its sector”.