Swale Heating Arvostelua 

Impossible to get through to on the phone. Appointments not easy to get and wait a long time for Landlord certificates.

November 2025 Booked an afternoon appointment for annual checkup and service of gas CH system. I switched the boiler off at 11.00am as instructed (2 hours before visit ) . Unfortunately no engineer called so at 4.30 I called Swale heating and was assured engineer was coming anytime up to 6pm . As a result I kept heating off and called again at just before 6 but phone was not answered. As no engineer had arrived or contacted me I sent an email requesting explanation and apology . 6 days later I received a call offering a new appointment! No explanation given why a simple phone call from company or engineer was not received. Totally unacceptable!

First class service as always friendly staff from start to finish as normal with swale heating

Every thing!!
Appalling service visit on 16/10/25 resulting in outstanding work needed and left in a dangerous situation
Unable to contact your office either by phone or email
For 2 weeks before I gave up
Cancelled contract!!

My last visit was an annual service and all was carried out professionally and on time.

No communication about service due.
Service took approximately 15 mins!
I have now left and gone to another provider.

Nice friendly engineer completed work with no fuss, answered my questions and was very quickly in and out, I received a certificate without having to ask for it for the first time since I took out the cover so overall a good experience

Great improvement from the days a Swale engineer arrives on site. Since merger they have improved some services. Still a long way to go... why do I have to make annual service booking isn't that the job of the service team?

I've had a boiler servicing and repairs contract with Swale heating for 14 years since they fitted a new boiler for me. Engineers have always been good but the customer service has fallen off a cliff since they recently merged with another company. They no longer make contact when your annual service is due so you have to initiate this. I had booked my annual boiler service for today but the engineer was a no show, and I had no contact from anyone to tell me of any problem or delay. It is almost impossible to reach an human being on any of their contact numbers (Including via what's app or their website). After an hour of calling various numbers, listening to lengthy recorded messages and being put on hold I finally got to speak to someone and reschedule the boiler service for next week. However, after realising i had double booked I had to call them again and they offered me the next available appointment - in 4 weeks time (on 19th December - right on top of Xmas!) I'll be taking my business elsewhere after this. So sad to see a friendly, reliable and customer focussed small company lose all the good will that customers used to have for them. Based on the calls i made this morning it is clear that they are now prioritising their contracts with local authorities and housing associations. If you're a domestic customer don't touch them with a barge pole!

I had to phone to prompt sure serve (swale heating) in giving me an appointment for the parts they ordered for repair. They never contact you anymore so you have to keep phoning which takes ages to ask if the parts are in and then book your repair. All time wasting and never used to be the case I have been a private paying swale heating customer for 15 years plus. This time I booked an AM appointment for convenience with work and children. My boiler at this point works some days some days it doesn't! It gets to past 1 pm on my AM appointment I waste more time finally getting someone on the phone who says she doesn't know how long the engineer will be no apology no empathy that this is now into the afternoon after pushing for a time I was told definitely today!!!
At 16.50 I finally get through again this time I get told I can't get hold of the engineer I don't understand his schedule. After a frank and honest chat I get told in all honesty I don't think he will turn up. Entire day wasted no updates through the day no apology no anything. The service from swale heating since the take over is literally horrendous it feels like they no longer value the private paying customers who have stuck with them for years and years. It's very sad. Another completely wasted day off work my boiler still doesn't work and I get to pay monthly for this appalling service. If your pricing up a monthly contract for your heating system go elsewhere they are too busy with council contracts it seems now.

Further to the response and my original issue. An engineer has turned up today (Monday) with the wrong part. Nothing can be done no alternative provided. I have been told it will be re ordered no time frame the burden is on me to phone and check if it's in stock and then book an appointment. My partner has just spent 25 min to get through on the phone and requested a call back from someone to discuss the appalling service. Provisionally booked in another day for the repair. Again this is what 15 to 20 years as loyal customer to swale heating gets you. Nobody seems to care, no concern if your heating and hot water is not working properly. Plus I get to pay monthly for this service! Incredible! Like i have said previously what a shame swale heating used to be a fantastic company. With the transition to sure serve it seems service levels have fallen off a cliff.

As expected nobody has called today to discuss any further or apologise for the abysmal service I have received.
18.00 Hrs

Day 3 Friday the 14th
I have an AM slot booked for the ongoing issue.
13.18 my partner phones and is told an engineer is definitely going to be with you. We ask what happened to the AM appointment? He didn't start til 12.
But he is definitely coming as last time you told us that nobody came. I can see his schedule he is definitely coming.
Absolutely no surprise now that it's the 2nd time we have been lied to over the phone. Another day with the heating and hot water off and not working properly just in case someone turns up.
I contacted the number provided by the email response I got from the reply on this site. The 2 customer service people are off I was told I will ring round and see what's going on and get someone to call you.
17.01 no call no engineer.
Where do I even go when you can't even complain nobody cares nobody turns up nobody fixes my heating system and again I get to pay monthly for the privilege.
It has to be the worst company I have ever dealt with inefficient is bad enough but directly lying on the phone is just horrendous.

Review Title: Utterly Disgraceful Treatment of a Vulnerable Customer

Review:
I am writing this on behalf of a vulnerable relative who has been treated appallingly over the past two weeks. After being given the devastating news that they only have a few months to live, we hoped for compassion and professionalism. Instead, we’ve faced nothing but incompetence and indifference.

Appointments were booked—then missed without warning. Engineers failed to show up multiple times, leaving us waiting for hours with no updates, no courtesy calls, and no follow-up. When we tried to contact customer service, we were met with long hold times, dismissive attitudes, and vague promises that were never kept.

This isn’t just poor service—it’s a complete failure of basic human decency. My relative needed urgent support, and instead was left feeling ignored and unimportant. The lack of communication, accountability, and empathy has caused unnecessary stress during an already heartbreaking time.

No one should have to chase down help while facing the end of their life. We expected care. We received chaos.

My Father has a contract with Swale heating for their central heating system and a number of issues need addressing, with regards to your obligations to them as the provider and to resolve this current issue.
Firstly their annual inspection was not done in July as it should be, we contacted them and now being done the end of November.
I am sure you would agree that this is not acceptable and they haven't received the service that they should from yourselves.
The repair in question started off with a problem with the heating pump. An engineer called and arranged for a new pump to be ordered and informed my father that some other pipework would also be needed at the time of install and ordered these parts also.
The next engineer came and installed the pump and said no other pipework etc was required.
Within a short time, the room in which this equipment is installed was noticeably humid and the expansion tank was hot to the touch.
We managed to finally get hold of someone on the phone after 45 mins on hold (after getting no joy with the web chat or WhatsApp) and another engineer was dispatched to sort the problem.
He didn't carry out any work as far as we are aware.His answer is to arrange for someone else to put a vent in the airing cupboard door so that the steam can escape.
My parents have lived in this house for over 50 years and there has never been steam coming off the heating expansion tank before and no noticeable higher humidity in the room.
I have no confidence that this (the 5th person to attend to the problem)will resolve the issue, so after this has been done, a 6th visit would have to be arranged to do more work.
My parents are in their late eighties and are therefore vulnerable and all they ask from yourselves is a heating system that works well and keeps them warm.
Sent a complaint through website, 4 days later no contact.
Since Swale merged with K.T. heating, it seems to be a disaster and they can't cope with volume of business.
I have seen Swale answer a bad review by suggesting we email customer service, I did 6 days ago and received an acknowledgement, but nothing else. Useless.

I can't get through on the phone. There's no more customers portal. Confused about who's supporting servicing boilers.

Since this company has been taken over their service is appalling, normally we get a message from them when our system is due for it's annual check, this time I had to ring them to arrange it, the day before the engineer came we had fault, engineer came, told us what the problem was but didn't have the required part, told us to phone the next day he would report the problem and get part ordered, when we phoned no report, so they made another appointment, same engineer turned up and said exactly the same thing, 2 weeks later still not heard from them so telephoned and was told no report had been made no part ordered so they are now sending another engineer out to check out the problem, I cannot believe they are wasting so much time and effort, no wonder it takes forever to have the phone answered, since this new company have taken over the service has really gone down the pan, I've been with swale for over 30 years and they have always been brilliant, not any more, if your considering using them....think again
Good thing it's not freezing cold.
Extra info... appointment made for today between 12 and 6 guess what.. a no show, don't touch this company..
At last an decent engineer called Dan has arrived and I might say earlier than booked and has actually done something to the system, he says now it should work fine, but to monitor it and if there is a problem to get back in touch, I hope after 4 appointments it's now fixed, thank you I assume head offic for your reply

I used Swale heating to do my boiler annual service. Only they didn’t tell me that my contract had expired, so my service was not done in time, so my warranty on my new boiler is now useless. Most companies would email you or send you a letter as a reminder, but not Swale. So beware if you have a new boiler and want to keep the warranty, best go somewhere else.

Non existent customer service! Been with Swale for many years. Had a really good reputation. NOT NOW! Engineer failed to appear for annual boiler service. Spent hours trying to get through on the phone. THEY DO NOT ANSWER. Sent email. NO REPLY. You take my money OK as a private house holder so I expect a reliable service. What happens if my central heating breaks down. HOW DO I CONTACT? APPALLING!

Dreadful company reported boiler leak on Sat did not have a qualified oil boiler technician available so booked for Mon afternoon when guy turned up was not oil boiler qualified! He took some pictures and left phoned on Tuesday booked visit for Thursday pm never turned up. Phoned again on Friday best they could offer was Tues let's hope they turn up this time cannot keep taking time off to wait also our new laminate floor is now ruined. All this for £360 a year!!!

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.