Charnwood: Wood Stoves, Support and Spares

Charnwood is the stove brand of A.J. Wells & Sons Limited, a UK maker based in Newport on the Isle of Wight. It builds wood-burning stoves for homes, including the Haven and the Aire 3, and supports them through a network of installers and Charnwood Premier Dealers backed by a Customer Services department¹.

If you have come here because something needs sorting out, the order is simple. Start with the installer who fitted your stove, then your local Charnwood Premier Dealer, then Charnwood Customer Services. The Haven manual sets out those three routes for further help, and says Customer Services will be pleased to give advice¹. Have your model and serial number ready before you make contact: the serial label slides out to view and carries a QR code you can scan to register the stove¹.

If you have come to find out what the company makes, the short answer is wood stoves and the parts and stands that go with them. The Haven runs on wood logs and is suitable for intermittent operation, with an energy efficiency of 89.9% and a carbon monoxide emission of 0.04% in combustion products¹. The Aire 3 is DEFRA exempt for burning wood in smoke control areas, SIA Eco Design Compliant, and carries a Clear Skies rating of 5 stars².

Who makes Charnwood, and where it is based

Charnwood stoves are made by A.J. Wells & Sons Limited, and the company works from Newport on the Isle of Wight¹. That is a UK base rather than an overseas one, which shapes what support looks like for a household: the manuals, the dealer network and the spares all sit within the UK, and the paperwork you are given with a stove is written for the British market.

The Haven manual is a good example of how the maker documents its products. It carries the reference "Ref.Haven v6 10.2025", so you can check that the instructions you have match the current version, and it lists the models the manual covers as the High Leg Model and the Store Stand Model, with dimensions given for each¹. The Aire 3 product information is published separately and describes a stove with a large ceramic glass window, a single air control for easy use, Cleanburn Airwash Technology and the Quattroflow Air Management System².

The Isle of Wight is not a quiet corner of the country when it comes to weather. A Met Office report on Storm Bert records 45.7mm of rain at Calbourne on the Isle of Wight on 26 November 2024³. That is context rather than a claim about the factory, but it is a reminder that the south coast sees serious rainfall, and that a stove is often bought for the coldest and wettest weeks of the year.

For a household, the practical point is that a UK maker means a UK supply chain. When a part fails in January, the question is whether a replacement can reach you, and a domestic base with a dealer network is the structure that answers it. Charnwood's own instruction for spare parts is to contact your local stockist giving the model, part number and description, specifying the colour when ordering, and to contact the manufacturer at the address shown if you have difficulty¹.

What Charnwood makes for UK households

Charnwood's range for households is wood-burning stoves and the parts, stands and air kits that go with them. Two models are documented in the material here, and they suit different situations.

The Haven is described in its manual as suitable for intermittent operation, which is the maker's own description of how the stove is meant to be run¹. Its stated energy efficiency is 89.9%, and the emission of carbon monoxide in combustion products is given as 0.04%¹. Those are the maker's figures for its own product, and they are the ones to quote if you are comparing paperwork or filling in a form.

The Aire 3 is the model to look at where smoke control rules apply, because Charnwood states that it is DEFRA exempt for burning wood in smoke control areas². It is also described as SIA Eco Design Compliant and as carrying a Clear Skies rating of 5 stars, with an EEI of 116². The maker lists a choice of eight colours for the Aire 3, given as Black, Almond, Blue, Bronze, Brown, Green and Gunmetal².

For small buildings, Charnwood states that you can pair the Aire 3 with the Charnwood Stove Pod for a neat, safe installation in tiny homes and cabins². The Haven manual also notes that external air supply kits are available, with instruction sheet reference TIS 120¹. If you are planning either, take advice from your installer before you buy, because the flue and air arrangements decide whether an installation is safe.

Getting help with your Charnwood: who to contact first

The Haven manual sets out the order plainly: further help is available from your installer, your local Charnwood Premier Dealer, or the Charnwood Customer Services department, who will be pleased to give advice¹. Work through them in that order, because each one knows something the others do not.

Start with your installer

Your installer knows your flue, your hearth, the air supply and how the stove was commissioned. Most problems that are not a failed part trace back to one of those, and an installer can check them on site. If the stove is new and still under the installer's own workmanship arrangements, that is also the person to raise it with first. Keep the installation paperwork with the manual, and note the date the stove was fitted.

Your local Charnwood Premier Dealer

The Premier Dealer is the maker's local route to the product. The Haven manual names your local Charnwood Premier Dealer as one of the three sources of further help¹. A dealer can supply parts, advise on models and colours, and tell you what is normal for your stove. If you do not know who your local dealer is, ask Charnwood Customer Services to point you to one.

Charnwood Customer Services

Customer Services is the department the manual names for advice¹. Before you contact them, gather the details below so that the conversation starts in the right place. The manual does not print a phone number, fax number or postal address for the department, so use the contact details published on the Charnwood website or given to you by your dealer, and confirm them before you rely on them.

Ordering Charnwood spares

The Haven manual carries an illustrated parts list, and it flags the items where colour matters. If you order one of these without saying which colour you want, you may get the wrong finish or a delay.

• Hinge
• Fire door assembly
• Oven door assembly
• Access door assembly
• Legs set
• Store stand
• Flue collar
• Heat shield
• Rear shelf kit
• Flame guard

The manual marks these with a note to specify colour when ordering¹. Quote your model, your serial number and the colour name when you place the order. The Aire 3 colour list gives the names Charnwood uses: Black, Almond, Blue, Bronze, Brown, Green and Gunmetal². If your stove is a Haven, check the colour against your original order rather than guessing from a photograph.

Spares for a solid fuel stove are safety parts as much as cosmetic ones. A fire door assembly, a flue collar or a heat shield that does not fit properly affects how the stove burns and how it contains fire. Fit parts that the maker supplies for your model, and if you are unsure how a part goes on, ask your installer rather than improvising.

What to have ready before you get in touch

A short list of details turns a frustrating call into a quick one. The Haven manual's serial label slides out to view and carries a QR code to register the stove, so the number is easy to find once you know where to look¹.

• The model name, such as Haven or Aire 3¹
• The serial number from the slide-out label¹
• The colour, if you are ordering a marked part¹
• The date of installation and the installer's details
• A note of what the stove is doing and when it started
• Your address and postcode, for a dealer or parts enquiry

Keep a paper copy of these details as well as a note on your phone. Public health advice for Wales is to keep your mobile phone charged with all your important numbers in it, and to have a list on paper too⁴. West Yorkshire Prepared makes the same point about emergency contacts: prepare a list that includes formal contacts such as utility companies or your local authority, and the friends and family who could help⁵. Falls prevention advice adds that you should keep a phone or alert device nearby in case you need help⁶.

If a stove has caused a burn or a scald, treat it as a medical matter rather than a product one. NHS advice is to seek help depending on severity: consult a pharmacist, your GP, call 111, or dial 999 in severe cases⁷. The Northern Burn Care Network advises calling NHS 111 or your GP for advice on minor burns, and going to an emergency department or calling 999 for more serious ones⁸. The South West Burn Care Network adds that you should seek medical advice by calling 999, 111 or contacting your local GP if you are worried about a burn injury⁹.

Staying warm and safe when the stove is your backup

A wood stove earns its place in a household plan when the central heating is off. That makes it part of a wider set of arrangements rather than a standalone purchase, and the same preparation that covers a power cut covers a stove that has to carry the heating for a few days.

Cornwall Council's community resilience newsletter covers exactly this ground: simple tips to help a community get ready for emergencies, how to use warning messages, getting homes and emergency kits ready, what to do if the power or water stops, and helping people who might need extra support¹⁰. The emergency kit guide and the heating and cooking guide set out the household side of that in more detail.

Fuel is the part people underestimate. A stove that runs on wood logs needs dry, seasoned wood and somewhere dry to keep it, and the Haven manual states its fuel as wood logs¹. If your supply runs low, your local dealer is the person who knows what is available locally. For households where someone is older or has a health condition, the extra help guide covers the Priority Services Register and other support.

Winter wellbeing advice from Public Health Wales covers staying warm and keeping well in cold weather⁴. Cornwall Council publishes winter wellbeing guides covering staying warm, keeping well and being happy and safe this winter, with paper copies available from council information points, GP surgeries, pharmacies, NHS premises, libraries, job centres, foodbanks and family and community hubs, and orders taken by email or phone¹¹. The Met Office's record of 45.7mm of rain at Calbourne on the Isle of Wight on 26 November 2024 shows how quickly a wet spell can arrive on the south coast³.

Where to get help

For the stove itself, the route is your installer, your local Charnwood Premier Dealer, then Charnwood Customer Services¹. For everything around it, the household guides on this site cover the wider arrangements: getting started, power cuts, gas and heating failures, home emergencies and first aid at home.

For weather warnings and flooding, sign up for flood warnings, which need an email address and a way to contact you at any time of day or night by call, text or email¹². Cornwall Council's flooding pages carry the fire and rescue service's safety advice for homes at risk¹³. If you live in a park home or caravan, the fire and rescue service advises sending someone to meet the fire service when they arrive¹⁴.

For health advice on a burn or scald, NHS 111 is the number to start with for a minor injury, and 999 for a serious one⁷. Keep a phone or alert device nearby, and a paper list of numbers as well as the ones in your phone⁴.