I have contacted Swale Heating regarding an issue only to be told it will now be dealt with by Sureserve. I am getting no response from Sureserve. Our contract is with Swale Heating therefore they nee... Mehr ansehen
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Das sagen Bewerter
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 pe... Mehr ansehen
Unternehmen hat geantwortet
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 booke... Mehr ansehen
Unternehmen hat geantwortet
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... Mehr ansehen
Unternehmen hat geantwortet
Unternehmensdetails
Über Swale Heating
Vom Unternehmen geschrieben
Swale Heating are relied on to keep over 140,000 households across London, the South East and East Anglia safe and warm. We provide expert, independent guidance in choosing the best heating and boiler systems & products available today and have over 50 years’ experience of installing and maintaining them, offering great value boiler install services and repairs, every day of every year.
Services we offer;
Boiler installation
Renewable heating solutions
Boiler cover and service plans
Repairs
Services we offer;
Boiler installation
Renewable heating solutions
Boiler cover and service plans
Repairs
Kontaktinformationen
Crossways Point 15, Crossways Industrial Estate, DA2 6DT, Dartford, Vereinigtes Königreich
- 08001933002
- sales@swaleheating.com
- www.swaleheating.com
3.6
Akzeptabel
8414 Bewertungen
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None existent customer care
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.
19. November 2025
Bewertung ohne vorherige Einladung
Antwort von Swale Heating
Mike,
We appreciate you bringing this to our attention. We're sorry to hear about the difficulties you've experienced with our service and the lack of communication. We'll investigate these issues to improve our customer support and service delivery. Thank you for your feedback.
Please send your address details to privateservice@swaleheating.com and someone will contact you to arrange a visit.
Kind regards,
Customer Care Team
I had to ask for a service
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.
23. September 2025
Bewertung ohne vorherige Einladung
Antwort von Swale Heating
Sharon,
We appreciate your feedback and regret to hear about the issues with your service and the lack of communication. We're sorry the engineer didn't meet expectations and for the missing service form. We'll investigate these concerns.
Please send your address details to privateservice@swaleheating.com and we can check to make sure your certificate is sent.
Kind regards,
Customer Care Team
It was very hard to contact you
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.
3. Oktober 2025
Bewertung ohne vorherige Einladung
Antwort von Swale Heating
Philip Baker,
We regret the difficulty you experienced reaching us for your service last year. We appreciate your feedback and are addressing our communication. We're glad the service went well this year.
Contact customercare@sureserve.co.uk if you have any questions.
Kind regards,
Customer Care Team
Engineer very helpful and polite.
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
14. November 2025
Bewertung ohne vorherige Einladung
Antwort von Swale Heating
Chris,
We appreciate your feedback and are glad the engineer was helpful. We're sorry our call handling didn't meet expectations and that you had to chase your repair. We'll address this to improve our customer service experience.
Contact customercare@sureserve.co.uk if you have any questions.
Kind regards,
Customer Care Team
Hard to speak to a Human.we are not all…
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.
2. Oktober 2025
Bewertung ohne vorherige Einladung
Antwort von Swale Heating
Ann Grubb,
We appreciate your feedback and apologise that reaching a person was difficult. We'll review our phone system to make it more user-friendly.
Contact customercare@sureserve.co.uk if you have any questions.
Kind regards,
Customer Care Team
Still no heating after 2 months
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.
19. November 2025
Bewertung ohne vorherige Einladung
Antwort von Swale Heating
customer,
We regret that you're still without heating and that the engineer didn't arrive. We're sorry for the long wait times and the incomplete service. We'll investigate these issues.
Please send your address details to privateservice@swaleheating.com and someone will contact you to arrange a visit.
Kind regards,
Customer Care Team
Engineer was due today for annual…
Engineer was due today for annual boiler check. He has not arrived. Hopeless!
19. November 2025
Bewertung ohne vorherige Einladung
Antwort von Swale Heating
Customer,
We apologize that the engineer didn't arrive for your boiler check. We'll investigate to prevent this happening again. Thank you for your feedback.
Please send your address details to privateservice@swaleheating.com and someone will contact you to arrange a visit.
Kind regards,
Customer Care Team
Please refer to Ed Nugent who will tell…
Please refer to Ed Nugent who will tell you my problems with your firm.
1. November 2025
Bewertung ohne vorherige Einladung
Antwort von Swale Heating
janette,
We appreciate your feedback and will connect with the contact to address your concerns and improve our service.
Contact customercare@sureserve.co.uk if you have any questions.
Kind regards,
Customer Care Team
Very good service
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
27. Oktober 2025
Bewertung ohne vorherige Einladung
Antwort von Swale Heating
Dear Mr Bliss,
We're happy to hear that our team provided excellent service! We appreciate your kind words about the engineer and customer service team being helpful and punctual. Thank you!
Contact customercare@sureserve.co.uk if you have any questions.
Kind regards,
Customer Care Team
Lack of customer service
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!
19. November 2025
Bewertung ohne vorherige Einladung
Antwort von Swale Heating
Caroline,
We appreciate you bringing these issues to our attention. We're sorry you've had difficulty contacting us and that our service hasn't met your expectations. We're looking into the email link and phone wait times. Your feedback helps us improve.
Please send your address details to privateservice@swaleheating.com and someone will contact you to arrange a visit.
Kind regards,
Customer Care Team
Absolutely disgusting service
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.
18. November 2025
Bewertung ohne vorherige Einladung
Antwort von Swale Heating
Lisa Young,
We're very sorry to hear about the unacceptable service you received. We understand your frustration with the missed appointment and the difficulty in resolving the issue.
Please send your address details to customercare@sureserve.co.uk and we will look into the issues you have raised
Kind regards,
Customer Care Team
Impossible to contact this company by…
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.
17. November 2025
Bewertung ohne vorherige Einladung
Antwort von Swale Heating
Derek,
We apologise for the difficulty you experienced reaching usl. We appreciate your feedback and are looking into these concerns. Thank you.
Contact customercare@sureserve.co.uk if you have any questions.
Kind regards,
Customer Care Team
Impossible to get through to on the…
Impossible to get through to on the phone. Appointments not easy to get and wait a long time for Landlord certificates.
13. Oktober 2025
Bewertung ohne vorherige Einladung
Antwort von Swale Heating
Caroline Brooks,
We regret the difficulty reaching us and the long wait for landlord certificates. We'll address these issues to improve our service. Thanks for your feedback.
Contact customercare@sureserve.co.uk if you have any questions.
Kind regards,
Customer Care Team
November 2025 Booked an afternoon…
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!
6. November 2025
Bewertung ohne vorherige Einladung
Antwort von Swale Heating
Alan Beattie,
We regret to hear about the missed appointment and lack of communication. We appreciate you bringing this to our attention. We are looking into why the engineer didn't arrive and why there was a failure in our communication process. This is not the service we aim to provide.
Contact customercare@sureserve.co.uk if you have any questions.
Kind regards,
Customer Care Team
Boiler service First class service as always friendly…
First class service as always friendly staff from start to finish as normal with swale heating
24. Oktober 2025
Bewertung ohne vorherige Einladung
Antwort von Swale Heating
Mr Packham,
We're happy to hear that you consistently receive first-class service from our friendly staff. Thank you for your continued support!
Contact customercare@sureserve.co.uk if you have any questions.
Kind regards,
Customer Care Team
friendly engineer
13. Oktober 2025
Bewertung ohne vorherige Einladung
Antwort von Swale Heating
Thank you for your feedback
Appalling service
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!!
16. Oktober 2025
Bewertung ohne vorherige Einladung
Antwort von Swale Heating
LINDA LEWIS,
We regret to hear about the issues you experienced, the unfinished work, and the difficulty reaching us. We appreciate your feedback and will investigate these concerns.
Contact customercare@sureserve.co.uk if you have any questions.
Kind regards,
Customer Care Team
Good job and on time
My last visit was an annual service and all was carried out professionally and on time.
10. September 2025
Bewertung ohne vorherige Einladung
Antwort von Swale Heating
trevor goldsmith,
We're happy to hear that your annual service was carried out professionally and promptly. Thank you for your positive feedback!
Kind regards,
Customer Care Team
No communication about service due.
No communication about service due.
Service took approximately 15 mins!
I have now left and gone to another provider.
10. Oktober 2025
Bewertung ohne vorherige Einladung
Antwort von Swale Heating
Jenny M,
We regret that we did not communicate about your service and that it was so quick. We appreciate your feedback and we'll review our processes.
Contact customercare@sureserve.co.uk if you have any questions.
Kind regards,
Customer Care Team
Nice friendly engineer completed work…
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
25. September 2025
Bewertung ohne vorherige Einladung
Antwort von Swale Heating
Cliff Hitchen,
We're happy to hear that the engineer was friendly and efficient, addressing your questions and providing the certificate without prompting. Thank you for sharing your positive experience!
Contact customercare@sureserve.co.uk if you have any questions.
Kind regards,
Customer Care Team
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