Swale Heating Arvostelua 

Took photo's of gas cooker and gas fire but never turned them on to check if they are safe

Terrible customer service! Have submitted a complaint and not received a response. Paid every month yet not received reminder that service is due. Service then booked and engineer on site less than 5 minutes. Appalling and will be cancelling.

We were happy with the engineers who called to complete the work on our boiler. First visit responding to call out because boiler kept turning off. Second visit to complete annual service of system.
The work was fine, but trying to phone customer service was a tortuous experience. The first two times I phoned I did not actually get to speak to anyone despite holding on for a very long. Third time lucky, but, again, having to hang on for ages.
When the company was Swale Heating the customer could book a service on the website instead of trying to phone to do so. Customer service was much better then on all points.
I would suggest the new business invests more money in improving the customer service before customers look elsewhere. Employ more people and improve the website.

On time and efficient

I have been a very satisfied customer of Swale Heating for many years. However, on this occasion I am far from satisfied. I have not received the service I needed. I have found it difficult to make contact in recent years and today I waited for half an hour for my call to be answered and had to listen to a recording telling me how service has improved since the amalgamation of two companies! What a joke! I am elderly, live alone, temperatures have tumbled and my boiler isn’t working properly despite a recent service. That all, it seems, counts for nothing.

Engineer was punctual and efficient only problem with Swale heating is the phone lines. I ended up ringing sales to arrange appointment.

Fault, unable to control hot water temperature
First visit, Cylinder stat changed. No change
Second visit, Engineer found fault with Thee way valve. Doesn't carry spare.
Third visit, Three way valve fitted.Still NO change. We are having to control water temperature with boiler control. That's ok but now the ambient temperature has dropped considerably this week, we have had to increase boiler temperature to bring on radiators. We now have scalding hot tap water which is dangerous. Been unable to contact you yet as we have had health issues which have involved visits and stay in hospital, but this is unacceptable situation and needs to be addressed ASAP before one of us gets burnt. We are at home now so an appointment can be made. Personally think it's a processor fault.

Would have nice to be told of the joining of companies!
My annual service would not have happened if I had not - eventually got through to an operator who was quite insensitive to the fact I had waited five (5) weeks for the visit and in fact suggested I could cancel!!
Not very happy.

This company has been taken over this year and extortionate how great their new service is. As a long standing central heating cover customer i
can truly say there is now no service. My paid for annual service has not happened. Cannot get any replies from any advertised support cintact route. Tried ti even call their 'emergency' line and no answer after 20 minutes. Waste of money DO NOT USE.

I had to ask for a service, the person on the phone wasn’t too sure why.
The engineer arrived and was very quick, didn’t check the ventilation or gas hob.
When he left I asked for the service form, and no it’s all done electronically but I would receive a copy in the post. Still have received it.
No where near as good as the Swale Heating before they were taken over.

It was very hard to contact you, we had tried to phone and email. As Swale you were brilliant. We never heard from you for our annual service last year 2024. We realised this when our service was due this year 2025. We finally managed to contact via instagram. Not being tech people this was new.
The service went well and we are up to date again.

Engineer very helpful and polite.
My sole issue is with the call handling and follow through. First call handler was not helpful, spoke with monotone voice and didn’t seem at all engaged with helping sort my problem, I felt I had to lead the conversation.Second handler was more helpful but didn’t seem concerned that I had to chase my repair progress or apologise for the delay. Compared to previous contact I was very disappointed with the whole customer service experience

Hard to speak to a Human.we are not all computer savi I am 78 and use an I pad.the list at the beginning of your phone is ridiculous.

Still no heating after 2 months. Today's engineer did not turn up - no message or info from anybody. Another 30 minutes on the phone waiting .... waiting. Original service incomplete and inadequate.

Engineer was due today for annual boiler check. He has not arrived. Hopeless!

Please refer to Ed Nugent who will tell you my problems with your firm.

Very good service, the engineer was excellent, on time,& polite & helpful .customer service team were very helpful in arranging a service call,
Thank you much appreciated

Lack of customer service: the email link from the web page does not work and you cannot contact the office by telephone - well you can if you have an hour to hold on the line!!
Annual service: the customer has to book this but you cannot contact them so what would you do if you had an emergency??

The service has just got worse: really wish I had a contract with another company. They are happy to take your monthly service payment but it feels I am paying for nothing!

Absolutely disgusting service. Paid in advance and Received a text yesterday confirming my service would be today between 1-5. Stayed in all day, nobody showed, nobody called me. Rang and complained and the staff are completely unable to deal with a complaint. Then to add insult to injury I receive a text saying the engineer has been but no access, while I was on the phone complaining and backwards and forwards to front window waiting for him. I then rang again for a third time to be told they can’t guarantee a refund unless I call them! Don’t waste your time waiting for them to show up, once they’ve got your money they don’t bother. Customer service staff are awful too.

Impossible to contact this company by telephone, have now tried for two days, waiting at least 35 mins on 4 occasions for the call to be answered.Abysmal service. They supposedly have a Customer Service online portal, which also does not work.