Swale Heating Avis 8 405

ive been out of hot water and heating for over a week, raised it as an emergency as I have a 3 yr old in the property and elderly parents in the house. Customer service has been disgusting and appointments have been cancelled more then two times within 10 days. I have to wait until Monday again if someone shows up. I've been chasing them
constantly hoping someone will turn up. All I get is an apology which is not what I want.

Appalling service. I had a quote for a new boiler and replacement radiator to be fitted paying £2950 in total. (Of which £214 being for the new radiator). The boiler was installed on the 7th Oct by a competent fitter. However, the replacement radiator wasn’t on his job sheet or with him. Therefore, it didn’t get done and he stated I needed to talk to Swale aka Sureserve. (on the day it was impossible to get hold of anyone). The fitters appear to be self employed and contracted to the company. Consequently, there’s no recourse on them. Despite, numerous failed emails and and multiple telephone calls (I’ve been passed from piller to post) I am now £214 out of pocket and the job is incomplete as the old boiler flue also needs brickwork done and the replacement radiator never arrived. I doubt this will ever happen.
I will now have to source another plumber to supply and fit a radiator and the whole system needs to be drained down for this to happen. This could have been avoided if the fitter had liaised the initial Sales Advisor who has not provided any support or assistance following the payment made before installation. There is no single point of contact from quote to installation! I am now struggling to get my £214 refunded at the moment and cannot get hold of anyone prepared to take responsibility and address my issues. I will also be looking at legal action and have contacted my credit card company re applying section 75.

My parents, who are both over 90 years old, arranged for their radiators to be replaced on September 1st. The company took their money removed the radiators, tunred off their hot water and then left. They then made numerous appointments to fit the radiators but didn't turn up. After much chasing they sent someone on Saturday 4th October but he 'didn't do pipework'. So the radiators were still not installed. I phoned on Monday 6th October and was told someone would fit the radiators on October 8th. But when I called to check the arrival time I was told the work was completed on the 7th October. ( It wasn't. No one from Swales went there on October 7th.)
I called and asked to speak to the manager but was told he was busy and the sales rep refused to give out his name. I asked her to get him to call me but he has not done so.
My parents still have no radiators. Still have no hot water. My 90 year old mother is in tears and it seems there is nothing I can do.
But I can tell you to avoid this company like the plague.

Update 9th Oct
After I emailed one of the Directors yesterday, two engineers (who my mother described as 'the A team' as they knew what they were doing) attended the property today. They hung the radiators and connected the water so my parents now have heating and hot water once again.
So this issue is now completely resolved.

Despite being on a Premium Plan we have, yet again, not been offered our annual service - it's now 19 months!
Tried to contact Swale Heating on both the previously used number and the emergency number but neither are answered!
Was informed by a voice recording that they have merged with another company who will handle servicing but they do not answer the phone either!
Think 2 stars are generous.

Did not contact me to service my boiler back in June. So we got back from holiday at the end of September to find water dripping from the boiler. Engineer arrived and ordered the part. They were due to come today to repair - timeslot 12-6. I called just after 5 as I hadn’t heard and was told they would be here within my time slot. So, at 6.15 I called again to be told the engineer had finished for the day! No call to let me know he wouldn’t be coming and the call handler can’t rebook me as she is out of hours! Additionally, I’ve been told that had my boiler been serviced on time, the repair probably wouldn’t be necessary! We have had so many no-shows now over the years for services that it is getting beyond a joke! Seriously thinking of spending my money elsewhere in future!

I have tried repeatedly to contact Swale Heating by phone to arrange the annual service for my boiler. They just do not answer the phone. We used to get really good service from this firm but it seems that since they have amalgamated with another firm its gone downhill (judging by some of the recent reviews I have seen). Anyway, I've given up and today cancelled my Direct Debit and will look elsewhere for my boiler cover.

We had an appointment for a boiler service last month. No one turned up and no phone call to let us know they wouldn’t be coming. Have given up trying to ring them because no one answers. Tried WhatsApp and that just tells you they’re really busy and to phone the number that doesn’t get answered. Sent two emails to different addresses and no answer to them either.We have been customers for over 20 years and always been very happy with the service until this year. What a difference. Trying to get our money back is turning out to be a real mission.

I’ve been a customer of Swale for more than 20 years. Now they have passed their servicing to Sureserve it is impossible to get in touch with anyone as I am ‘private housing’ (not sure what the difference is).
It seems that priority is giving to councils and housing associations.
I called to make an appointment for a boiler service which was due. After a long wait I managed to get through and make an appointment- great. I then received a message shortly after cancelling it. I called to ask why and was told it was because I was ‘private housing’ and I needed to call back and speak to the private housing team. After calling and being transferred 3 times to the wrong people, i gave up. I don’t believe there is a private housing team! Web chat doesn’t work and WhatsApp returns messages that ‘we are busy’. Considering I pay for this service I am being treated like a second class citizen.

As happy customers for many years, boiler installation & servicing, we called Swale in to quote for a new boiler. Engineer Dean was very helpful, knowledgeable and the quote was competitive. However, in light of my recent difficulty contacting them by phone, together with the poor Trustpilot reviews, we have decided to go with another company.

They didnt bother to do my annual service this year.
I guess they couldnt be arsed.
Tried to contact them, they didn't answer the phone.
Got the usual BS "unusually high number of calls at the moment" REALLY?... IN AUGUST?
God only knows what they would be like if you needed service in the winter.
They must think their customers are stupid.
Of course they were not too busy to keep taking the direct debit.
Used to be a good company.
NOT ANY MORE!
Avoid and go elsewhere.
Dont fall for the good reviews of the past and the ai interpretation of them.
So many of the recent reviews are atrocious.
Like I said, used to be a good company but not any more!

Missed our boiler service appointment on 21 August with no prior communication & no apology.
We wasted entire morning waiting in for the engineer - no show.
- Contacted customer services team by phone twice with a call waiting time of 10 minutes & 13 minutes for the 1st and & 2nd call, respectively on 21 August.

Everything is wrong with the service that this company provides:
1. Missed appointments
2. Such incompetent installation to the extent that manufacturer has to put a block on the appliance guarantee
3. It is such a hassle to have a simple pressure repair arranged
4. Does not call back when they say they would to give an update on the job

Do not use Swale Heating if you wish to keep your sanity. They are appalling. We used them for years but service went downhill with not turning up or indeed sending a gas engineer to work on an Oil boiler.
I have no complaints about the engineers themselves who were always efficient and professional (except the gas engineer who was a bit lost!)
I decided to try them again this year following their absorption with 2 other companies. I phoned in early June to book a service. They will not make an appointment until they have taken your money. They then told me I could not have an appointment until August.
I waited over two months for the appointment. Waited in all day, and of course no one turned up (despite me actually getting through to someone on the phone at 0800 who confirmed engineer would arrive)
I sent about 5 communications to Swale, none of which were responded to. I could not reach anybody by ‘Chat’, nor on the phone. I had nothing – no explanation, no apologies, zilch.
I gave up trying to reach someone for a day or two and then phoned. I was surprised someone answered. She was very helpful and polite, and confirmed that indeed the engineer did not turn up. She said they had not been informed why the engineer didn’t arrive. She then went on to say she would find another appointment but I asked for a written explanation an apology, and for the return of my money they had held for 2 months. Again, I had no problem with the lady on the phone who was apologetic and helpful.
So far I’ve had a brief, standard email just saying they were sorry and would return my money. Not happened yet but I hope it will.
The one star is for the engineers and telephone people.

What’s the difference between Swales Heating and a clairvoyant. Answer you have more chance of a reply back from the dead? If it was possible to give a minus star i would

This is the worst Central Heating service that I have experienced. My boiler service is 18 months overdue, I have paid monthly by DD. they are impossible to contact by phone, email, live chat or whatsapp. My advice is to avoid them altogether and take your business elsewhere.

I have been with Swale Heating for 10 years and now im moving home, the service is diabolical. I spent 4 hours on hold to the 'private team' yesterday and have had no response to any emails Even Sureserve call handlers are uable to escalate or do anything to help. Swale Heating failed to provide an installation certifcate and register my boiler installation which is now causing delays with a house sale. The lack of ability to to talk to anyone from Swale Heating or Sureserve is a red flag and the companies should be ashamed. I will 100% not be using the services of these two companies when i do finally move home - please be vigiliant when/if having a new installation.

Don’t use this company if you aren’t a business, they aren’t interested in private accounts. I have been trying to contact them for days - no answer to any form of communication.

Avoid this company like the plague!!!
I bought and had installed a new boiler by this company in 2022, the work they did reduced the pressure of my showers so they offered me two years free servicing which I accepted. My annual service is due at the start of the year so I booked it in on their portal, took the day off work and waited, and waited, then called and spoke to a lady who said you are the next appointment, I waited some more until the day ended with no visit or call. I called, emailed an complained via their complaints email address and got no response, I then tried rebooking online and once again, no arrival even though booked and updated on their site tracker. I wrote to the company, requesting an urgent call from senior management and never heard anything, wrote again... twice complaining and called but i ended up on hold for 40 minutes again no answer. The whats app chat feature does not get answered to any useful means either.
I have continued to pay the service charge for the maintenance contract as I wanted to be covered in case my boiler breaks down.
I know Swale have been bought out by Sureserve so I thought I would call them, they at least answered and gave me a number for Swale to get booked in 0800 1933 002 this number never gets answered.
I am at my wits end about what to do in order to get my boiler serviced or my monies returned for lack or service.
Do be careful to not buy or sign up with this company, they are horrendous, unreliable and very very poor as a business.
The Swale online booking portal is no longer working so i cannot even check and copy al the communications I have sent them.
I have also today submitted another complaint on their very well used complaint form (i suspect).

This company used to be excellent—until Sureserve took over. Since then, the service has completely deteriorated. There’s no customer portal anymore, staff are often rude or unhelpful once you finally manage to get through to someone, and they didn’t even show up for my boiler service after I spent ages trying to book it. I’ve since cancelled and moved to a more reliable provider.

If you have a service plan with them, I strongly recommend reconsidering. They’re happy to take your money but seem unwilling to provide even basic service. It’s hard to understand how this level of treatment is allowed to continue.

Finally after 2 years of no engineer visit to service boiler, received a letter from Swale heating informing us that engineer visit booked for 11th June between 8am and 1pm. What a surprise no visit. Unable to get in touch with anyone to complain. Will be looking to go to British Gas. Paying for a service and not getting any. How do we get a refund? Does Claire Hobbs actually exist?