Smith & Byford Omdömen 

Thank you Tony you was an absolute star professional, skillful, respectable and pleasant when you came today to fix my boiler, and I am also very grateful for the prompt action and the kindness and respect from the office staff. Please thank Tony on my behalf.

Terrible Customer service . Received an appt letter , that i hadn't made and couldn't make so phoned to change it but was told I couldn't and that an engineer will come out and leave a card through the door . I said please dont as I've notified you that im not home and it will be a waste of time. He said its down to legislation and he has to come. Bearing in mind the annual boiler appt they wanted to make was at 10 months ! Phoned the next day and spoke to someone else who was able to change the appt no problem , no mention of legislation. First bloke didnt kniw what he was talking about and was willing to waste the engineers time. Im wondering if they still get paid!!!!!! 🤔

Absolutely terrible experience.a bloke came round to take water samples from the loft,2 hours.2 weeks later they rang up and said he didn’t get them to the laboratory in time so made another appointment.didn’t turn up and no apologies.over the next 2 months they made another 5 appointments and never turned up,no apologies a month later I came downstairs to find a card through letterbox.sorry we missed you.the card had 7.30 on it and I hadn’t made an appointment.today without an appointment bloke just turned up.I told him about the terrible experience I had .let him in,in and out within 5 minutes .let’s hope he gets it to the laboratory in time.

Disaster of a company. I am heavily pregnant and had a high CO2 reading at midwife appointment, they suggested I contact gas company to hv gas supply checked. Gas company came and capped the gas 2 days ago but Smyth and Byford hv refused to come and inspect the boiler and switch it back on until I email them blood test results from midwife! I hv explained the CO2 test is done with a handheld machine and no blood test and they hv said I must go to the hospital and do a blood test otherwise they will not attend the house. We hv small children in the house with no hot water and no gas, I can not get a blood test appointment and results would come out in days anyway, so basically no gas for potentially weeks. Doctor has made it clear a gas company have no right or reason to your private medical information in order to provide a service.
The staff just want to get you off the call with no help or solutions and no managers available. This issue was reported on a Thursday evening, I am now being told the team who deal with ‘blood tests emails’ are not even open today (Saturday) so nothing can be looked at until Monday.
Basically if I can not email them a blood test they refuse to attend the address to resolve the reported boiler issue.

They are the worst of the worst do not know how to deal with communal heating.it always goes of may to October but I have to keep ringing up keeps coming on they do not care even though as a nurse can cause medical issues eg. Headaches in̈crease someone's blood pressure.so they do not care

Smith and Byford how’s the worst customer service? No remote they don’t care about anyone. I’ve been having problem with my boiler pressure keep dropping and every time they come they keep saying they were investigated no investigating has been done. I’ve had them come around more than five or six time already within two months and I’ve put a complaint in. They just can’t be bothered to do anything I would say no one should do business with them worse worse

Engineer came to uncap gas as I am a new tenant.

Curtious, efficient, friendly.

I rarely review anything but was so impressed by this gentleman I just had to let everyone know.
It's a shame not all engineers were as proficient.
Think his name was Chris, it's a shame more works can't an won't represent the company this well.
If any one from Smith and Byford read this, you need more staff like this.

They installed my boiler dangerously, with the flue pushing against a wooden part of the structure of my flat and with the boiler not even straight on the wall. Unbelievably, they sent a surveyor who asked whether it was a ‘big issue’ for me. It is downright dangerous - and the worst thing is I have no choice what cowboys are sent as a social housing tenant. Social housing shouldn’t mean s*** and dangerous housing.

I had to give this company one star because I had no choice, but in my view, they deserve no stars.For about 10 and a half months my boiler works perfectly okay. I have heating and hot water when I need it. Then I get the dreaded letter and email to say my gas safety check is due. I don’t know what they do when the do eventually come out. I don’t know if it’s deliberate so they can keep coming out or the engineers they send out don’t know what there doibg. But 99% of the time after they have left my boiler goes wrong. Then we have to go through the long process of getting someone out. When they come out lo and behold it needs a part they don’t carry on the van. Then it’s a long process to get them out again. This time was the same so my partner had to take a day off without pay as he had no more leave left. They came out and fitted the part. Couple of days later it went wrong. Had to have an emergency engineer out that night who said the part was not fitted right and there was something els wrong with it. Engineer should have noticed the other fault when he came out the first time. Partner had another day with out pay and they came back and supposedly rectified it. Friday night it’s gone wrong again. No hot water unless we rebooting it and have it in constant which cost more. I’m disabled and can’t stand in the shower so need a bath. There supposed to be coming out today. Let’s see what happens. I wish my housing association would get in a new company but there probably cheep. If you don’t have to deal with this company avoid at all cost

Absolutely shocking company. I would rather not deal with them but due to the council I have to! The customer service agents on the phone seem very stressed out and tired. It's also a waste of time speaking with them as you get all different information each time you call. Based on the reviews how is this company still trading!!!!!

So as a tenant with my landlord every year there is a gas safety check which has to be done legally I had one booked in today this morning 6/5/25 8-1 slot, but every single year smith and byfords engineer fail to attend after I've booked a date and time slot with them for this because they attend the neighbours address across the road (block of flats) and this happens everytime I have re- booked after the first engineer has done this also it takes several attempts for an engineer to actually come out to the correct address (it's literally directly across from the wrong address over the road so easy to find especially as they have the whole address!). So who knows why they keep doing this as its completely different addresses and postcodes only the door number is the same which means each time waiting in for nothing! 4-6 attemots is made usually.So it happened this morning again ,I called them up explained and yep the enigeer had gone over the road but even the lady I spoke to was confused as to why as agreed address and postcode are completely different. She apologised as I explained it happens every year and takes several attempts though no fault of my own to get done. She told me she'd get the case re-opened to re-book I'd assume and call me back after lunch time, Ive had no phone call so I called back only for someone to hang up the phone when I said hello again assume as it was 4:45pm and the phone line closes at 5pm I had been waiting to get though to speak to someone for some time also! Absolutely ridiculous! So wish me luck hopefully the check will eventually get done sometime this month !

The man turned up checked all the important things that he had to check and all over with in about 15 mins the man had been to.my property before so that is better than he knows where he has to check .

Very tiered with this company must change immediately. I have issue job with my boiler small cap missing they left me with no hot water or heating for more they mount there excuse is 2 man job and they have no one valbal today i received call from s&b saying one engineer called sick so till next week maybe someone will come ihave 3 kids 2 under 5 we are suffering from this situation . You are not Professional at all you should get - 5 star

Shocking been with gas for a month

DO NOT USE... rude cocky workman, especially the call handlers.Poor work service, I'd be surprised if they are fully qualified

Disgusting customer service. All day and more without hot water and heating. Have a vulnerable child in the house and the rude out of hours person is as useless as a chocolate teapot. No idea what she's doing, what the company she works for does, absolute waste of space. Part needed but no one knows how long this part will be, bank holiday weekend pending, it's school holidays and I'm left with no water, no heating, no answers, no timescale and vulnerable children. Disgusting

Absolutely excellent company. They are efficient and proficient. Cannot fault them. Michelle Munns who has assisted with all correspondence has been completely professional and outstanding. She is a credit to the company as is Dave Nightingale.

I am Disabled and have had no Heating or Hot Water for 10 DAYS.

Very incompetent. Staff like to patch things over instead of putting new parts in. They fob you off from speaking to the manager and will make you go days without gas and hot water if you have a fault.

I am a Southwark council tenant and for the past 5 years I have had problems with my boiler, it vibrates and makes a go’s awful noise that’s loud and terrifying for me and my emotional support dog, who is now emotionally unstable because of the noise from the boiler. In the past 6 days I’ve had 4 engineers come out to fix it and they haven’t done it?! I have been videoing the issue and I have just spoken with a young lady who listened to me but still referred me back to the local authorities to raise another job? On Tuesday a young man came to my house with a new gas valve and he informed me that the other part that’s needed he didn’t have with him. I have had 2 more engineers out and it’s obvious that they are not reading the previous report that the engineer has written, because if they had they would have come out with the part that’s needed. I have nowhere else to go, but to my council and raise another repair?! I am however making this a stage 1 complaint and I will be escalating this to the next stage. But I will be contacting my local ombudsman this morning by phone to make them aware of this matter. I already have a claim against my local council and I will be calling my legal team to see if they can add this to my claim? Because it’s gone on for far too long as I am disabled and have had carbon monoxide leaks and had my heating system shut down during winter months and was given electrical fan heaters that are a £1 a minute to run!! I am unemployed because of my disability and have had expensive bills because of this situation. Well today I am fighting back, I have had enough of this issue and I am going to take it to the highest possible solution.