Swale Heating Omdömen 

We had a boiler check, when he went the water was warm, perfectly ok before. Another guy came 2 days later and said it was the thermostat and replaced the thermostat upstairs, still warm. Another guy came 2 days later, he just turned the thermostat from 55 to 65, still warm. We got another firm in as southern housing had got rid of swale heating. It turned out it was just that the boiler check man the first day forgot to turn the safety switch back on on the boiler and then 2 other men missed that!!! Surely that would just be a basic check when the water was perfectly fine until the boiler check! The last guy even blamed the immersion heater saying it was old and probably had scale on it inside.

We appointed Swale Heating to install a new boiler, unvented hot-water cylinder and central-heating system for approximately £17,000. We had previously used Swale at another property and had been very satisfied, so we had every reason to expect a similar experience. Unfortunately, this installation proved very different.

Before ordering, we specifically asked whether our incoming water supply was adequate for the unvented system recommended by Swale and were advised that no upgrade was required. We were later informed that the supply was in fact inadequate, resulting in a costly incoming water-main upgrade. Given that the additional expense arose as a consequence of the system configuration recommended by Swale, this was particularly frustrating. Had alternative options been discussed from the outset, it is possible that this additional work and cost would have been avoided.

We were also disappointed by the care shown towards our home during the installation. In particular, a large number of original floorboards were damaged and required replacement. As a property dating from 1912, preserving original features was important to us, and it was disappointing to see elements of the original fabric of the house unnecessarily affected during the works.

There were also various workmanship and quality-control issues that required further attention after the installation which took a long time to resolve (6 months in total). A significant amount of radiator pipework had been installed with severe kinks and ultimately required replacement. We were also disappointed to find that existing pipework had been retained in a number of areas despite our understanding that we were paying for a new system with new copper pipework, except where retention was genuinely necessary. These issues, and the others not noted here, were eventually resolved.

More concerning was the fact that several of the issues identified throughout the project were only discovered and ultimately resolved because we found and raised them ourselves, rather than through Swale's own quality checks. One example was the boiler's frost-protection thermostat, which we discovered stored in a cupboard rather than installed on the boiler. It was eventually fitted, but only after we found it and highlighted the omission.

This aspect of the experience left us questioning what other issues may have gone unnoticed had we not been particularly diligent in checking the work ourselves. It also made us wonder how many customers would identify similar issues without actively inspecting the installation in detail.

We eventually reached a financial resolution and have now paid the agreed balance, although we do not feel the outcome fully reflected the disruption, inconvenience and considerable amount of personal time required to identify issues, pursue remedial works and bring matters to a conclusion.

The dispute-resolution process itself was exceptionally long and labour-intensive. Resolving matters required persistent follow-up over an extended period and became a significant source of stress when it should have been an exciting improvement to our home.

Credit is due to Stuart and Dan, who were professional, constructive and instrumental in helping to resolve the outstanding issues. We genuinely appreciated their involvement and only wish they had been involved from the beginning, as our experience may have been very different.

We accept that issues can arise on projects of this scale, and Swale did eventually engage with our concerns and reach a resolution. However, for an installation of this value, we expected a far higher standard of workmanship, quality control and customer care. Based on our overall experience, we would be unlikely to use Swale Heating again.

Daniel was polite and friendly, got on with the service without rushing and always checked before going to another room eg to check the hot water tank etc upstairs.

Lovely guy, Daniel arrived and competed the service quickly and efficiently. Didn’t mind taking his shoes off as the boiler is upstairs.

Big thanks to Dan Gordon who arrived on time . He proceeded to identify the issue and set about the repair. It was great that he kept me informed as to what was being done . He also identified a further issue that I was unaware of and arranged for its repair also. Dan returned a few days later and completed that repair with the same attitude. Very competent and personable young man. Thank you

Engineer came at 715am to replace boiler in L&Q property

Had no notification
he was rude and arrogant and told me I should be glad to get a " free boiler "

Liam Steers visited my property today to do a boiler service. He was a polite and friendly man who was happy to give advice on what to use for my magna clean to make the water in the system better. Thank you Liam for your help.

After a recent service a replacement seal was ordered and appt booked to do the work on the 20th which was cancelled. Then re-booked for the 23rd (cancelled again), then today 29th (cancelled yet again). Now booked for Friday (pm). Fingers crossed! When they attend the experience is fine, but in my long experience over many years they no have concept of what an appointment means. Plus their WhatsApp service just refers you back to a call centre where you can wait for hell to freeze over.

The visit was good and the engineer friendly. I would have liked a reminder a day or so earlier. And a call when the engineer was close to ensure that I wasn't in the garden etc.

Very good the engineer was the best we’ve had he was very thorough

The worst most unprofessional organization I have ever had the misfortune of dealing with on behalf of my 90+ year old very vulnerable parents. Numerous visits by "Engineers" who quite clearly had no idea what they were doing. Multiple missed appointments, complete inability to diagnose the problem with a boiler and fix it. Contract was renewed Automatically without a notification- this has now been canceled and a contract taken out with another supplier who hopefully will be better (it would be impossible to be any worse). I would seriously reconsider if you are looking to take out an annual service and callout contract as when you really need it you will find it is not worth the paper it is printed on.

As a follow up. British Gas turned up on time, did a thorough service on the boiler - finding gas pressures were incorrectly set (Swale couldn't find this despite multiple visits). Also diagnosed issue first visit and returned with all necessary parts on the follow up visit - boiler is now fixed and working properly.

THE WORST COMPANY IV EVER HAD TO DEAL WITH THE STAFF ARE RUDE CANT DO THERE JOB PROPERLY MY APPOINTMENT WAS BOOKED 8-12 WHICH I HAD TO CHANGE AT 11:50 RIGHT LAST MINUTE DUE TO APPOINTMENTS BECAUSE THE ENGINEER WASNT GOING TO MAKE IT IN TIME BUT THE ENGINEER STILL TURNS UP AT 2:45 WHEN I WASNT IN AND I GET A TEXT MESSAGE SAYING THEY COULDNT ENTER MY HOME WHEN I CALLED AND ASKED WHY THERE ENGINEER STILL TURNED UP I GOT BECAUSE HE WAS THERE TO DO JOB BUT MY APPOINTMENT WAS 8-12 …NOT 12-5 IV HAD A FEW TIMES WHERE THERE ENGINEERS DONT EVEN TURN UP OR EVEN LET YOU KNOW JUST GET A TEXT SAYING THEY COULDNT ENTER THE PROPERTY WHICH IS ABSOLUTE JOKE
I HAVE CHOICE TO USE THIS COMPANY AS I WITH THE COUNCIL

I have had problems with a radiator for months. The value has broken on one and Swale revisited to replace the value on Friday 5th June. The engineer was not properly instructed and was unable to replace the value. I addition I asked for a quote for a two new radiators. I have now received a estimated. This is not what a proper estimate should look like. No details or individual items broken down other than an extortion cost. Does this include the repair not fixed last week?, does this include re balancing the system, does this include parts? does this include labour? Reference no below for the repair not completed the quote number below. Swale I look forward to you explaining this to me so I get heating system working.

Great experience using Swale Heating for our new boiler. - Our old boiler had been in-situ for 30 years so was well overdue for replacement. I contacted Swale and their estimating enginneer Grant visited. It was a complicated install in that i really wanted the new boiler to be installed in the same location as the old one, which was a very restricted kitchen wall cupboard. Grant explained the difficulties but then worked with us to come up with a solution. - Technically his proposal was clear and ticked all my boxes. Their price was very competitive too. On the install date their engineer Keiron arrived on time, was polite and friendly and carried out a neat and tidy installaton. Excellent work to a good standard by friendly professional people. Even the accounts team on the phone were polite and frendly. - Obviously i hope i don't need another new boiler for a while but when i do i would definitely use Swale again. - Five Star recommendation.

My boiler failed to come back on last week around 6 pm after it had been drained by the guy installing a new shower and loo for me. It was a cold evening so i rang Swale Heating with fingers crossed! Got a response v quickly from a friendly and efficient person taking the call. She listened carefully to the issue and asked my age, I'm well over 70!, and then put me on hold while she spoke to the engineers dept. She was back to me in minutes to say an engineer wud call by same evening, and he did! He arrived just over an hr later from Maidstone, a guy who i recognised from a long while back when he was an apprentice, now qualified. He fixed problem in minutes. Told me its normal for a boiler to do that after being drained, because the pressure goes to zero and has to be revamped. His next call out was on Sheppey and off he went cheerfully.
I'm delighted to say the service appears to have improved massively since last year when i had a really difficult and miserable time with Swale's poor response, and wud have ended my contract had it not been for the the Operations Manager kindly sorting the problem.

Moved home and had some issues with the radiators Craig attended my house the same day. He explained the new heating system and was polite and professional
Thank you Craig

The engineer was very polite professional explained what is going on which I found,
Daniel really helpful

However the receptionist was not very helpful and made unhelpful comments to my wife on the phone which we found borderline rude,

We have been with Swale heating over 20 years we have found the service has deteriorated dramatically,

However Daniel had some really good customer care qualities,

Sadly we will be leaving Swale heating joining British Gas due to the unreliability service,

The issue we had this year mirrored last year's issue so I can only presume it wasn't completed, correctly,

fingers crossed hopefully the issue has now been resolved,

Recently had my new boiler installed by swale Heating (Sureserve) and despite some negative reviews I read we are very pleased with the job, some small issues at first but with help from various people in sales etc all was rectified.
Most of all price was very competitive & thanks to the fitter Ross, just recommended to a friend
Thanks
Ian & Sophie

He is very good at his job he tried his very best until the end very professional.