Swale Heating Avis 8 405

Left with out a working boiler

Called up and was shocked to be first in the queue! Well turns out the can’t make any repairs despite disabled child living in the house as southern housing hasn’t updated the tenant useless excuse. Now have to wait for a manager to call as none in work….some time during the week I should expect a call.

Yet can break the law!!

Under Section 11 of the Landlord and Tenant Act 1985, landlords have a legal obligation to repair a broken boiler within a "reasonable time," which, for emergency repairs like no heating or hot water, means within 24 hours

Company has gone to pot! no wonder they’re losing contracts left, right and centre

Do not waste your own money if you are a homeowner

This company is so unreliable. They work for L&Q and they are the worst. They do not keep appointments and you can never get through to them. They did not turn up to an arranged appointment despite me not having heating and hot water for 5 days and advising them I had just come out of hospital and need heating. They did not turn up and the reception staff when you do get through them are useless, rude and unhelpful. STAY AWAY FROM THEM! They are worst company ever.

Swale Heating before they merged with SureServe had booked me for repairs on my boiler on 10 March 2025. Come the day no engineer turned up. Till this day 20 March, nobody has bothered to inform me when they will re-schedule my repairs.

The new telephone number given to me gives out some bizarre automated news about products, recruitment opportunities before someone answers. I have written numerous reminder emails but to no effect. At last managed to speak to two ladies on their customer service who pretended no knowledge about my case. They promised they will call me back to re-schedule a date but nothing has happened to date. Has Swale Heating, once a fine company, gone to the dogs? Is the new merger company baulking on contractual obligations set up by Swale heating with existing customers? Very sad.

Swale heating have always been a fantastic company to deal with but since their acquisition and imminent merger with sureserve they have been appalling have had the same job rearranged 3 times and on 2 occasions they have failed to turn up at all, customer hub is unavailable no one responds to WhatsApp messages, when I do get through on the phone they are always pleasant to deal with but can't answer why the engineer has apparently decided against doing the job (even though there is a message attached to the job saying it must be the first job of the day) I have had to take 2 days emergency holiday now to wait in for no reason at all. Thankfully my renewal runs out in a few months and I will now be going elsewhere. Update - 4 months later and they still can't be bothered to turn up at agreed times just now get a WhatsApp message saying they did but couldn't get access (even though I was literally outside my property all morning they still insisted that they did and tantamount called me a liar) Swale Heating has been destroyed by KT Heating and now under the guise of Suresurve Compliance. Avoid at all costs!

Don’t use this company if you can help it ! I don’t know how this company get such a good review. I wouldn’t give a star if there is option to choice to select “no star” if I have the choice. WhatsApp is hardly ever reply , if you get a reply is AI AUTOMATIC REPLY MESSAGE, if you choice live chat, there is always close . The customer portal is not available to login and the email service of this company is “ couldn’t found” . Seriously don’t put money in it.

Well that 6 tines I been cancelled on by these cowboys of a company.so it's over a weeks pay I losted. Asked fir them give me some form of compensation to help with the bills I got . What would been paid if I hadn't lost a weeks pay .no reply to emails I sent or the WhatsApp messages or the non answering the phone calls . This company needs investigating

I had a gas safety check scheduled for 14/03/2025, but they never showed up despite my waiting until the evening. When I called, all I received was an apology and a new appointment two weeks later. After expressing urgency, they managed to reschedule me for 19/03/2025. However, today (19th), they still haven’t arrived and informed me that their car had broken down.

After two calls, each taking about 30 minutes, someone finally answered on third time, but after taking my details, they attempted to transfer me on the both 2 times mentioned and then disconnected the call. Their web chat was no better; after waiting for an hour, no one responded.

For today, I was told they would come in the afternoon, but I’m now left waiting until the end of the day. This company is incredibly disorganized. After the cancellation of my first appointment, I was promised a compensation request email, which I have yet to receive despite assurances it would be sent within a couple of hours.

Do not waste your time or well-being dealing with this company; it’s nothing but a headache. I’ve been told they’re tracing the compensation email, and I will update you if I hear anything.

Engineer was first class.
A new boiler was installed 24 hours after my 20 year old boiler was no longer repairable.
I was very grateful for the speedy attention.
Only 4 stars as getting an answer on the phone is very lengthy.

And again 3rd time I’ve put bad review for this company. 6th appointment missed absolutely terrible customer service. On my last review they said email in, I’ve emailed them about 5 times, still no call. Useless company.

You have all my details, I’ve emailed and called you numerous times. You put the same message on my last review and still no call. So writing a response and not doing anything still does not solve any problems.

Once again engineer failed to turn up! Now I have to wait hours on hold to rebook!

I do not know what is happening now that Swale has merged with K & T Heating but from our perspective their customer service & emergency help has gone through the floor!

To explain further,
On Saturday 15th our boiler failed to come on and as a result the house was freezing cold.
Immediately we tried contacting Swale to help by logging into our account only to get the message "our account was inactive" call 01795 477098
So at 8.45am we called 01795 477098 and were then advised that we needed to call 0800 193 3002. We called and it went straight to a prerecorded message, stating there was a high number of calls, after waiting, we were then offered a "call back" by pushing 5.
At 9.08 I sent a message to Swale via WhatsApp chat, an auto acknowledgement came back stating "the team are really busy at the moment"
At 09.30 we tried again contacting Swale via my business mobile and got the same message with the option of a "call back".so again I opted to press 5.
By lunchtime as no one from Swale had responded I contacted my previous supplier and arranged for them to fix our boiler.
It is now Sunday evening, the 16th March and Swale have still not responded, so much for their customer service and peace of mind.

Box standard reply to all that have complained….. quite good that it took only 4 day to reply in writing. !!!!!! Maybe in the future it might be three days. Still an abysmal company. DO NOT USE THEY ARE C…

Reply from Swale Heating
4 hours ago
Dear Customer

Thank you for taking the time to contact us, I am disappointed to read your review, and I would like the chance to investigate this for you. Please email me your full .com and we will investigate this and contact you directly.
Kind regards
Swale Heating

No response to What’s App messages to book a repair al day! The phone wait is over an hour with a highly irritating recorded message constantly replayed every minute. Is there anyone actually there?! Swale Heating finally booked for me an engineer to attend between 12-5pm without any further communication to me on What’s App. Just no reply from it. I simply received an email. Well ok, they booked it. So I waited and no engineer arrived. No response again ! Call wait at least an hour. I cannot access the customer portal as the account in my name so I have to speak to an advisor. I have had no reply and wasted my whole afternoon. I appreciate the engineers are busy but their customer service support centre is utterly abysmal. Very substandard and dismissive of customers in their approach.

I have a boiler contract with Swale Heating and have recently had to communicate with the company about my property and Josh on the WhatsApp messaging had been amazing and I have managed to get the best outcome.
Many thanks Josh 🥳🎈🥳🎈🥳

If I could give this company a 0 I would absyml customer service
My elderly , vulnerable mum is moving & needs to have her gas uncapped at her new bungalow I’ve been trying to get through for the past 3 days Tom ( sat ) is moving day each time I’m on the phone for 45 mins when I get to number 1 it goes straight to voicemail oh and that is fulll aswell so it cuts off
Staff lie to customers I tried WhatsApp no reply tried chat says chat not available I have screen shot
What’s app not replied to all in all a joke

Been on hold for 50 mins
Apparently I'm one in the queue ?
Texted Whatsapp
Web chat
No response 😕

Been with Swale Heating since 2014 when they fitted my boiler. Customer service has always been poor- hard to get hold of, hard to make reliable appointments for repairs, unreliable. This week I called them because my central heating thermostat was malfunctioning and had to get really angry on the phone before they arranged an appointment for today. All good until the engineer left.
The new thermostat is not working properly at all, rads are getting red hot and thermostat is not switching off.
Can’t get another appointment till Monday.
Used to speak directly with the Customer Services manager but as Swale are merging with Sureserve, he has left and I can’t speak to anyone other than the call centre.
Very annoyed- waste of my time, and will definitely not renew my contract when it’s due.

I am a vulnerable over-70 year old and need reliable people who know what they’re doing. I dread anything going wrong with my boiler or heating because I know it invariably ends up with me getting very annoyed and frustrated at the poor service I receive.

Disappointed with present lack of service.

My boiler was serviced last month and it was found I needed a new pressure valve.

I used the portal to book another appointment stating the reason for the engineer to call.

An engineer came out looked at the boiler and said yes it needs a new valve!! He had not bought one with him.

I have been on line chat explaining this asking for the part to be ordered and fixed. 

Now it seems I cannot even log in to my portal as states my account is inactive ??

I attached screen shot of this.

It's been almost a month and the bolier needs constant topping up due to a faulty valve.
I would like this sorted ASAP as getting frustrated with lack of this service which I pay a monthly service fee for.
On 7th march I emailed customer service and still had no contact!!

Diabolical company to deal with. Disabled tenant (reliant on heat) reported no heat/hot water Dec 29th, app made for 10th Jan=No show/contact, 3x more No shows to Feb, Kerry Clyesdale lied/offered £30 comp over phone, No payment received & ignored complaint/ 4 more emails, Received exactly same spiel from Chrissie messenger, Again NO payment or requested return communications. They seem to think they can just leave vulnerable residents for months & blatantly ignore our legitimate complaints with the assumption we will give up on the negligent treatment, wage losses incurred to residents through NO SHOWS & prolonged costs due to NOT fixing issues in satisfactory time.
Either address my complaint of give me the written final notice that you are legally required to do.
Added- In regards of the reply to my review, Check the unanswered emails you have awaiting replies !! If you were as quick to reply to 11 emails sent/ respond to the Resolver case opened against you, you would see that your CET 'have been on it' (your words) since 10th Jan & then ignoring ALL correspondence since 17th Feb.

Swale heating as it was replied to me about my two cancellations in a row to tell me to send details via email to look into this matter,OK here's the details here's my post code CT11EN Palmer I don't have a job number btw when it was supposedly fixed on the Thursday the guy wired it wrong which blew a fuse in the boiler or something I had to go out,as soon as he walked in the door I said great you have come early as I'm out the door 10,50 at very latest he said its only a thirty minute job but old wiring doesn't help he was ringing for advice so he's not entirely to blame,I had to ring next day to get someone out why oh why are we getting people to answer phone and I'm struggling to hear what they are saying due to accents,whispering voices or just bad volume at their end right remember CT11EN Palmer I think you can work that out always same replies to complaints ,send an email sorry I'm 63 and I'm used to chatting on a phone or pen and paper