Swale Heating Avaliações 8.400

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.

Couldn't fault the service received from Swale heating, arrived at the date and time as arranged, efficiently supplied and installed a new boiler system.

I had an agreement with this Company to service my boiler. Their Customer Service is terrible and their yearly service grew longer each year. The final straw was when 2 appointments were made for a engineer to come and nobody turned up. No telephone call for the reason. Stay clear of them.

Helen Murphy

Appaling experience with Swale!Been with them almost two years where they have been happily collecting monthly payments. Two years in we call to hear if we shouldn’t have a boiler service due. After the engineer came out and told us everything is an ‘immaculate’ condition, and just left, no talk about paperwork or anything we find our boiler in a state! Now five days in we are still trying to get an engineer out to put it together. Once attending, not ringing the ring doorbell and just leaving (all on our camera) and now today after waiting home for someone again and being told he is ‘an hour away and will call’, just received a message to say he couldn’t access the property and funny that as we are at home and as camera can prove, no one was here! Fuming! Trying to call is also hellish to get through. Swale, sort yourselves out as we will be going elsewhere!

Totally unprofessional and incompetent. Not at all reliable at turning up for booked appointments

It's simply impossible to get anyone to speak to you as a domestic customer about a service. There are 5 options for corporate customers and 'other' you just get told you've picked the wrong option.
I pre-pay every year and would no longer touch this company, they just take your money

I have repeatedly contacted you with a complaint about your lack of response to my complaint and questions.....and guess what!?.......You have failed to reply once again. Very poor customer service!

I have found that since merging the company do not perform well.
The wait time for a call to be answered is at the least 25 minutes.
My gas service today was meant to be within the hours of 8am and 1pm. At 1.20pm I rang to find out where the engineer was (the phone took 20 minutes to be answered). After putting me on hold whilst the engineer was contacted I was told he was in my post code area so would be with me....she didn't want to answer when he would be with me because she didn't know the area.
It is now 4.22pm......no engineer has arrived, or attempted to ring me to give me an update. As I have had the boiler off ready for the engineers visit, my property is bitterly cold.
This is exceptionally poor customer service from Swale heating who I have been with for many years.

Absolutely awful, total lack of care, lack of customer service, never ring you back and if you consider a service plan (I have premium one) be very careful of the coverage! I have had a leaking water tank (which they installed) for a month now, 2 engineers, numerous phone calls, emails to try and fix it. Was told it was covered and now suddenly it isn't. Oddly the Swale engineering checks the water tank when he services the boiler though, why do that if not covered now!? I was left a blunt voicemail confirming excluded under clauses of the agreement! They truly don't care about customers, don't care if their own employees confirm its covered and then a month later after I have wasted my time keep chasing just get told its not covered.

To Swale - do not say you will learn from this, I can see from other comments you clearly don't, so no need to bother responding to this as its all nonsense. My advice is avoid them..

I arranged for an engineer to service the boiler for Monday 2nd March 2026 AM. The engineer never turned up and I contacted Swale Heating in the afternoon to be told the appointment had been inputted in for 2nd April 2026 which I never asked for. An appointment was arranged for Wednesday 4th March 2026 PM and again the engineer did not show up despite two phone calls to the service centre to ascertain if they were still coming. We were told the engineer worked till 6 pm but their phone had gone to voicemail. I have been with Swale Heating since September 2020 and paid a monthly Premium Boiler Service Plan. Looking at the recent reviews on Trust Pilot UK for Swale Heating it would seem there are other negative reviews including for not showing up to appointments. I have therefore cancelled my direct debit and will take my business elsewhere after staying in for two successive no shows by the engineer. I have emailed the SureServe Customer Service providing feedback.

AVOID!!! Have been with Swale Heating for about 25+ years and had no problem. But since they have merged with SureServe the service is appalling. Totally incompetent, it's almost as if they're learning as they go. One so called qualified engineer teaching another but more like the blind leading the blind.

Appalling non-service.
Shockingly difficult to contact.
Service booked for today between midday and 6 pm. Nobody bothered to turn up. No call either. Phoned Swale at 18:05 - no answer.
Appalling.

ABSOLUTELY DISGRACEFUL!!
We have been customers of Swale Heating for over 25 years. Paying for an annual service which is a comprehensive policy.
Over the last couple of years it has become increasingly difficult to actually get hold of them, let alone make a booking. I even have a supposedly “priority” number but that is the same as all the “other” numbers……… you wait on the phone for hours!
On the 9th February I decided to resort to the sales phone number ……. BINGO!! A human called Amanda answered the telephone.
I explained that it seemed impossible to make contact on any of the other numbers and could she help in booking our annual service appointment. Yes!!! She could 🥳🥳 - I duly paid the £250 and made a morning appointment (8-1) for today 24th February. I also rang Amanda twice to confirm this booking and waited, and waited, waited…. Waited….. waited.
Yes, you guessed - the engineer hasn’t turned up🤬🤬🤬 we have had no message or contact to explain and again I’ve had to resort to ring the sales team. This is absolutely DISGUSTING AND NOT ACCEPTABLE.
The saving grace in all of this is a lady called Jane who has actually managed to speak to the engineer who has said he was on nights last night! Is running behind and can’t promise he will get to us today and it certainly won’t be until much later. Meanwhile we are sitting with no heating, my husband is a priority and it’s cold!
We have decided to ask for a refund of the £250…. WE WILL NEVER, EVER USE SWALE HEATING OR SURE SERVE AGAIN.

THANK YOU FOR ABSOLUTELY NOTHING!🤬 your company is appalling.
Don’t waste your time and money on these cowboys!! All they do is let you down.

Come back swale heating this new company totaly hopeless on the phone for ages waiting for an answer. I had my boiler service yesterday and was left with a leak trying to get in touch to get it fixed absolutly hopeless ,I pay for my service and do not get it for free.I have been with swale heating for years time to look elswhere methinks.

Since the sell out /merger to SureServe the service has completely tanked. Engineers fail to turn up with out notice. A typical call to the service desk will take 25 mins on hold and the supposed live chat is just a robot that will have you wanting to smash your head on the desk or throw your phone at a wall.

It's a real shame as the service from Swale Heating use to be excellent prior to SureServe's involvement.

My suspicion is that resources are now focused on the London and commercial contracts.

If you want a service provider in Kent, my experience and advise would be to look elsewhere.

No doubt the customer care team will put some lame response apologising for the dreadful service and some banal commitment to look into the issues. I've read lots of reviews and it's pretty clear my experience is consistent with those of lots of other customers (ex) and that the issues are most definitely not being addressed or resolved.

For many years I have had a premium boiler service plan at a rental property and have had good service from Swale Haeting. As landlords it’s important to have copies of the gas safety certificate. For the last 10+ days I have been trying to get a copy of the last inspection from Swale making several phone calls all of which have meant being on hold for over 15 minutes emailing their customer experience team only to get a computer generated reply ‘we will be in touch’ that was 4 days ago.
Since becoming part of Sureserve Compliance South the service level has gone downhill, and unless I get a copy of the gas safety this week I will have to move to British Gas

Appalling customer service from this company. Had a new boiler installed by Swale Heating (Sureserve) in December 2025. The electrician was booked but did not show up on the day. I received a phone call from customer ‘service’at 16.59 hrs on the day itself, to say he wouldn’t be turning up, and could I rebook. No apology whatsoever - no training in evidence there. Electrician turned up the following day, and said that the metal filter and the pump were located in the wrong places, and needed to be switched round, which was later done. The balance of the system has not been right since. Have messaged the company twice, and contacted the ex-service engineer who did the original quote - NO RESPONSE FROM ANYONE! Atrocious level of service, be warned!

Absolute scammers since they were taken over by SureServe. Swale heating people give out wrong numbers as do SureServe. Paying the monthly premium but they just wont respond with either email or phone.
DO NOT go with these people

It is impossible to get a meaningful response from Swale Heating since the takeover. I have waited on the telephone for 20 minutes or 15 minutes, and no-one picks up. A message via the Contact Us webpage produced no response. You used to be able to book an engineer visit online yourself, but not now. I am very pleased with my new boiler installed by Swale Heating two years ago, but I will not be renewing my contract after this drastic deterioration in customer service since the takeover.