Swale Heating Arvostelua 

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.

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.