Swale Heating Omdömen 

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.

Had my boiler service carried out by Craig, He was very polite and punctual. Carried out checks on the boiler, cleaned magnetic filter and checked all radiators were functioning, very pleased

Craig did a grand job

Swale engineers have always been good at their job,
They are polite & willing to answer any questions.
I am not however happy with the admin side. I had to chase for my annual service to be booked, this was difficult & has been so in the past, having to wait overlong to speak to someone.
In past years before merger it was possible to track engineers on booking day but not now. A loss.

Very Poor, unable to speak to a person- booked a private electric boiler service. Paid the amount - sent a Gas boiler engineer for first appointment and second appointment rebooked no one turned up!

The engineer was friendly and polite. He did a very thorough boiler service and answered all my questions. I would be happy to have him service my boiler again.

Craig the engineer provided great service when servicing our boiler. He was friendly and managed to get the cover off of the boiler where other engineers were unable to.
Great service.

Great service as usual. but a concern with merged company, i.e. its not easy and straight forward any more when booking a annual service to many phone numbers and departments to go through needs to be simplified, and what happened to the O A P RATE FOR FULL ANNUAL SERVICE PLS CAN THIS BE BROUGHT BACK!!, THAT WAS A GREAT HELP TO US OF A CERTIAN AGE! THANKYOU.

My father has been a long‑standing customer of Swale Heating for many years. They originally installed his boiler and have always carried out his servicing, and as with most appliances, you don’t need to contact the service team until something goes wrong.
My father is now 91 years old and vulnerable. When I recently contacted Swale Heating, I discovered that the company has been taken over by SureServe Group, and unfortunately that is where the problems began.
Since the takeover, the service has been extremely poor. The engineers have shown a complete lack of professionalism, often leaving issues unresolved. Despite me clearly explaining on every single occasion that my father is vulnerable and that engineers must call me before attending the property, this is repeatedly ignored. On several occasions, they have claimed they attended the property and couldn’t gain access, which simply isn’t true. As a result, follow‑up calls take days, sometimes longer. There are also constant issues with parts supposedly being unavailable.
Customer service is even worse. Interactions feel hostile and unhelpful, and I can only describe the experience as dealing with angry teenagers rather than a professional support team.
I am now in the process of cancelling my father’s service contract. In my opinion, this company is beyond fixing. I would strongly advise others to avoid using them.

It is time again for the water heater to do the yearly checkup/maintenance.

This year, Swale suddenly sent us an SMS which we did not request the date and time for the service. We managed to get that day/time to have some people waiting at home. At the day before the scheduled date, they send us another SMS saying the appointment is cancelled and asked us to call them to make an appointment.

OK, we called and make the second appointment. We had someone to wait at home. On the date at around 11am, they send us an email saying that they have been at my door, knocked the door but no one answered. They took a picture which is in a very weird color to prove that they have been here.

OK, we make another appointment. This time , we have two people who one of us just sit near the door at all time and we both take turn. This time at around 10am, the send us an SMS saying that they have knocked the door, no one answered and left.

That is impossible for us not to answer the door knock. We sit just right next to it. This time they did not send us a photo to prove they were here.

OK, we then figured out that one of our neighbor also have swale heater installed. They also have the similar experience which I had. We sent them a complain letter and this time they came and have the checkup/maintenance done.

I don't understand that why they scheduled an appointment without our acknowledgement and then they need to cancel? Why they sent us a picture of our door in a very weird color? I think it is because they were here earlier and they already planned that they would not come so the took the picture early but the time/weather did not match the scheduled date. So, they tuned the color and we can't identify the time and weather.

We were just sitting beside the door on the third appointment. NO ONE HAD KNOCKED THE DOOR.

So, if you do not want this type of nightmare to come to you every single year? Stay away from Swale.

Couldn't fault the service received from Swale heating, arrived at the date and time as arranged, efficiently supplied and installed a new boiler system.

I had an agreement with this Company to service my boiler. Their Customer Service is terrible and their yearly service grew longer each year. The final straw was when 2 appointments were made for a engineer to come and nobody turned up. No telephone call for the reason. Stay clear of them.

Helen Murphy

Appaling experience with Swale!Been with them almost two years where they have been happily collecting monthly payments. Two years in we call to hear if we shouldn’t have a boiler service due. After the engineer came out and told us everything is an ‘immaculate’ condition, and just left, no talk about paperwork or anything we find our boiler in a state! Now five days in we are still trying to get an engineer out to put it together. Once attending, not ringing the ring doorbell and just leaving (all on our camera) and now today after waiting home for someone again and being told he is ‘an hour away and will call’, just received a message to say he couldn’t access the property and funny that as we are at home and as camera can prove, no one was here! Fuming! Trying to call is also hellish to get through. Swale, sort yourselves out as we will be going elsewhere!

Totally unprofessional and incompetent. Not at all reliable at turning up for booked appointments

It's simply impossible to get anyone to speak to you as a domestic customer about a service. There are 5 options for corporate customers and 'other' you just get told you've picked the wrong option.
I pre-pay every year and would no longer touch this company, they just take your money

I have repeatedly contacted you with a complaint about your lack of response to my complaint and questions.....and guess what!?.......You have failed to reply once again. Very poor customer service!

I have found that since merging the company do not perform well.
The wait time for a call to be answered is at the least 25 minutes.
My gas service today was meant to be within the hours of 8am and 1pm. At 1.20pm I rang to find out where the engineer was (the phone took 20 minutes to be answered). After putting me on hold whilst the engineer was contacted I was told he was in my post code area so would be with me....she didn't want to answer when he would be with me because she didn't know the area.
It is now 4.22pm......no engineer has arrived, or attempted to ring me to give me an update. As I have had the boiler off ready for the engineers visit, my property is bitterly cold.
This is exceptionally poor customer service from Swale heating who I have been with for many years.