Swale Heating Bewertungen 

I received a letter from Swale Heating advising that my annual service would be on 15th January and the engineer would arrive between noon and 6 pm, also to have boiler switched off for two hours before. We waited in all day without heating and, like many other customers, no engineer arrived and no phone contact made. I appreciate that breakdowns take priority over services, but we should have been advised. I tried to log on to their customer portal but this wasn't working. We have received no communication from the company and I have sent two emails to them on 15th and 17th January, receiving automated reply saying someone would get back to us in 24 hours. Nothing received. When reading Swale's responses to other dissatisfied customers, they always say the standard response of they will investigate. What a fob off. I dread to think what would happen if we had a breakdown, we would freeze. I pay £20.83 a month for breakdown cover including an annual service. I will now cancel my direct debit. This dreadful company have taken enough of my money. They are not adhering to the terms of their contract. Many years ago I lived in Sittingbourne, Kent, where the company first started and they did then have a good reputation. Not any more. DEFINITELY AVOID THEM.

Do not use this company. Still waiting for boiler service, they make appointments and then never turn up.
Appalling customer service.
No show for 3 appointments now.

No show to appointment yet again. Promised after last weeks no show to service boiler that they would definitely attend today. Told to switch off boiler before they arrive so no heating or hot water all day. No one cares that you take yet another day off work. No explanation and no contact from them. Truly diabolical. So now don’t have a new appointment, or any information as to when they might attend. It’s so disruptive. Don’t take out a contract with this company. They will never attend your property.

Been with Swale for many years, since they installed my boiler, and every year getting the yearly service my monthly DD covered was a nightmare. If I called them a snarky receptionist complained I didn't need to call as they would call me when the service was due. Ok, great, so the next year I didn't call and nobody called me so a year with no service. So the next year I called again and again got a pissed off woman telling me they would call me!!

Their engineers are very much a mixed bag. Some are excellent, can't do enough for you, but the majority don't seem to care. Admittedly more than a few tell me this is down to Swale and how they manage appointments making it impossible for engineers to get to all of them in the given time. But some just can't wait to get out of your house it seems.

Since they turned into SureServe they have, if possible, got even worse! Last years service was more of a nightmare than usual. Got a date booked, no one came. Called Swale who said the engineer had listed it as he HAD called but couldn't get access, even though me and my wife were home all day with the heating off.

The next day that engineer didn't turn up either. Called again and eventually a lady called me back to say the area manager had told the engineer to get to my address before 6pm and do the service ... no one turned up. A few days later, trying for the 3rd time, an engineer did arrive and swept through the service and was out the door in minutes.

Am now trying to figure out how to cancel my contract with them!

boiler stopped working again for the fifth time in the last year. The resident is a stroke victim and she spoke to someone in the call centre at 8 o’clock on the 11th of January. The resident made the call herself they were aware that she was a stroke victim. They advised that it could take all day
No one had called to give an update so the resident called sureserve back at 5 pm and spoke to an extremely rude young man Who said it could take up until midnight.
It’s now 8:11 on the 12th of January
I stayed with a resident all night.the resident has just called swale Heating only to be told that they did not know that the tenant was vulnerable.
I dispute that because they spoke to the resident and I was here when the call took place. They work on behalf of Clarion so to be fair I don’t expect anything else but a sub standard service they’ve given me their customer care details and advised me that I can make a complaint on behalf of the tenant, but I think it makes more sense for as many people as possible to know just how poor the service is to probably go with another service provider other than Swale or sureserve
Update 11.28 am
The resident is still in a cold property
The boiler has not been repaired,the property has not been attended .
Your response appears to be a cut and paste exercise and your apology will not keep her warm.
She is cold ,diabetic and your company has let her down
What can you do to help???
UPDATE 13.11
It’s beginning to feel as if the tenant is being punished for talking about her experience with Swale Heating and I would hope that this would be something that would be taken into consideration when Clarion look at tenders for the next year2026/2027.
Nobody has called. Nobody has given an update. The property has now been cold for more than 30 hours.
The tenant and her carer were advised that now that the repair would be treated as an urgent issue and the property will be visited within four hours that was at 8 o’clock this morning that was five hours ago.
It just appears to be very unusual behaviour I would mention although I’m sure this has got nothing to do with it that the resident is a person of colour I’m absolutely certain though …………..that this lack of accountability has nothing to do with the service that Swale Heating are providing
Or as it happens, are not providing .
The resident has been asked to confirm that this is a true and accurate account of what has happened
the resident stand by her comments as do I

I feel sorry for the people who work in its call centres. It can't be fun having to call the same person multiple times in a week to explain why a promised boiler repair person isn't going to make it, especially when they agreed that our case is an emergency due to us having a baby in the house. Those people aren't to blame - but someone hiding above them is. This shoddy, mismanaged company takes £20 a month from us and provides nothing but excuses and apologies in return. Their "premium boiler plan" is a joke. Or at least it would be, if our boiler didn't keep shutting off at night when it's minus 7 outside. Avoid, avoid, avoid this disaster of a business.

Only giving one star so I can make comments- Failure to attend 2 booked service appointments and no further contact to rearrange despite promising Customer service would be in touch asap after I complained. Boiler has now stopped working and we can’t get anyone to answer the phone. The service plan is not worth the monthly fee.

4 days no heat or water, engineer final comes a floods kitchen doesn't clean up doesn't order part, rude

I am disgusted. I would rather give an 0.

I contacted the company on behalf of my 93 year old mother this morning.

I pointed out she was a priority and had no hot water or heating. The boiler cuts out and the central heating goes off and there is something wrong with the thermostat.

I asked for the engineer to ring me as I wanted them to use the keysafe for mum's safety. I also wanted to explain the problem as she gets muddled. No call ever. Repeated requests for a call were ignored.

My first call I was told the job was marked as done but nobody had turned up and I was told the engineer would ring me. I am certain nobody visited.

Periodically rang after that and given the same reassurance but nobody called.

Told another engineer booked and will come by 11pm. In what world is that making a 93 year old a priority?

The tracker does not work so I cannot see if anyone is on the way.

8.32 still waiting.

Mum was freezing all day.

I went to Facebook to see if I could get help on the page there only to find a similar, unanswered complaint from myself there from 2 years ago.

Ever since Swale a hearing merged with Sureserve compliance South they have been useless.
Every time I call it takes at least 20minutes to get through. The call takers although lovely have no ability to put you through to a different department.
It took them 2 months to fix my boiler due to incompetence and poor organisation.
I have now been waiting over a month for a reply to my complaint.
My advice is to avoid this company at all costs.

Swale have replied to this review with the email address I have emailed multiple times with no response!!! More incompetence

Didn’t answer the phone on numerous attempts to contact them and couldn’t even be bothered to respond to an urgent request for help. Appalling service

I have been a loyal swale heating customer for many years.
I was given an annual boiler service appointment for Tuesday 16th December.
We sat in all afternoon but no one turned up.
I tried phoning but got no answer.
The website directed me to a WhatsApp number. I tried this but it told me the number was discontinued and to use a new number. I tried this and was directed to use a third number.
I eventually had a conversation.
I was told my post code was invalid. I'm pretty sure it isn't.
Finally I was told someone would be in touch.
No one was in touch.
I went through the same rigmarole three days in a row.
Still no one has contacted me.
Looks like time to move on...

This company has changed, They were great, and are now awful!!
I pay monthly for full contact and have always done for each home over the last 20 years.
It has taken 5 weeks without heating to be helped. Each time the engineer did not turn up. When they did the wrong part was ordered and then we did not hear again for weeks. Their poor staff are over worked and have impossible workload, often 15 households to help a day so will always let someone down. The company is greedy and Councils should also steer clear of them
This time I have had to call 5 times and waited around 45 ins each time to be answered.

Why do they not answer the phone. I have a boiler service booked by them but not received any update confirmation or an estimated time. They won't pick up the phone. The customer portal doesn't work either. So so frustrating

Honestly cannot believe they are still in business, rude, unreliable, incompetent, unprofessional and threatening to customers. Please don’t use this company, I don’t want anyone else to have to be insulted and ripped off.

We have been with Swale Heating for many years as private customers, but were concerned about the content of some of the reviews over the past few months. However, we still decided to book for another year for boiler support. We had a couple of queries which were responded to very quickly and efficiently by the customer service team, and although one boiler service was cancelled - and we were notified of that - another was booked for the following week. The engineer turned up on time and was very pleasant and efficient. I cannot comment on emergency call-outs within our current contract as we have only just renewed (although we have had to make them in the past and they were great) but service so far has been very good.

Waited over 19 minutes on hold with the painfully repetitive messages that there is a "higher volume of calls than normal".
More likely that they don't have enough phones manned.

Quote received for replacement boiler and appointment made for installation one week later . Engineer arrived on time at 8am and job completed by 1.30pm . Minimal disruption and everything left in clean condition .

Avoid this company like the plague. Took me three days to make contact with them in October for our annual service which was scheduled for yesterday. No one turned up. Tried constantly yesterday evening and today - no returned calls or emails. Now cancelled the DD - they will soon be on the phone now

Joke of a company, I pay a monthly fee for annual service and boiler cover. Twice now I have had the service booked and no one has turned up, yesterday I even spoke twice to a lady in the office who assured me he would be out by 6pm. So basically I will not be getting my annual service now so I am having to explore routes to get my last 12 payments back. This company has merged with sureserve and the only way to contact them is waiting around 30 mins on the phone, You cannot even log in to your account now to view your details etc. Please avoid, you have been warned