Swale Heating Opiniones 

I do not know what is happening now that Swale has merged with K & T Heating but from our perspective their customer service & emergency help has gone through the floor!

To explain further,
On Saturday 15th our boiler failed to come on and as a result the house was freezing cold.
Immediately we tried contacting Swale to help by logging into our account only to get the message "our account was inactive" call 01795 477098
So at 8.45am we called 01795 477098 and were then advised that we needed to call 0800 193 3002. We called and it went straight to a prerecorded message, stating there was a high number of calls, after waiting, we were then offered a "call back" by pushing 5.
At 9.08 I sent a message to Swale via WhatsApp chat, an auto acknowledgement came back stating "the team are really busy at the moment"
At 09.30 we tried again contacting Swale via my business mobile and got the same message with the option of a "call back".so again I opted to press 5.
By lunchtime as no one from Swale had responded I contacted my previous supplier and arranged for them to fix our boiler.
It is now Sunday evening, the 16th March and Swale have still not responded, so much for their customer service and peace of mind.

Box standard reply to all that have complained….. quite good that it took only 4 day to reply in writing. !!!!!! Maybe in the future it might be three days. Still an abysmal company. DO NOT USE THEY ARE C…

Reply from Swale Heating
4 hours ago
Dear Customer

Thank you for taking the time to contact us, I am disappointed to read your review, and I would like the chance to investigate this for you. Please email me your full .com and we will investigate this and contact you directly.
Kind regards
Swale Heating

No response to What’s App messages to book a repair al day! The phone wait is over an hour with a highly irritating recorded message constantly replayed every minute. Is there anyone actually there?! Swale Heating finally booked for me an engineer to attend between 12-5pm without any further communication to me on What’s App. Just no reply from it. I simply received an email. Well ok, they booked it. So I waited and no engineer arrived. No response again ! Call wait at least an hour. I cannot access the customer portal as the account in my name so I have to speak to an advisor. I have had no reply and wasted my whole afternoon. I appreciate the engineers are busy but their customer service support centre is utterly abysmal. Very substandard and dismissive of customers in their approach.

I have a boiler contract with Swale Heating and have recently had to communicate with the company about my property and Josh on the WhatsApp messaging had been amazing and I have managed to get the best outcome.
Many thanks Josh 🥳🎈🥳🎈🥳

If I could give this company a 0 I would absyml customer service
My elderly , vulnerable mum is moving & needs to have her gas uncapped at her new bungalow I’ve been trying to get through for the past 3 days Tom ( sat ) is moving day each time I’m on the phone for 45 mins when I get to number 1 it goes straight to voicemail oh and that is fulll aswell so it cuts off
Staff lie to customers I tried WhatsApp no reply tried chat says chat not available I have screen shot
What’s app not replied to all in all a joke

Been on hold for 50 mins
Apparently I'm one in the queue ?
Texted Whatsapp
Web chat
No response 😕

Been with Swale Heating since 2014 when they fitted my boiler. Customer service has always been poor- hard to get hold of, hard to make reliable appointments for repairs, unreliable. This week I called them because my central heating thermostat was malfunctioning and had to get really angry on the phone before they arranged an appointment for today. All good until the engineer left.
The new thermostat is not working properly at all, rads are getting red hot and thermostat is not switching off.
Can’t get another appointment till Monday.
Used to speak directly with the Customer Services manager but as Swale are merging with Sureserve, he has left and I can’t speak to anyone other than the call centre.
Very annoyed- waste of my time, and will definitely not renew my contract when it’s due.

I am a vulnerable over-70 year old and need reliable people who know what they’re doing. I dread anything going wrong with my boiler or heating because I know it invariably ends up with me getting very annoyed and frustrated at the poor service I receive.

Disappointed with present lack of service.

My boiler was serviced last month and it was found I needed a new pressure valve.

I used the portal to book another appointment stating the reason for the engineer to call.

An engineer came out looked at the boiler and said yes it needs a new valve!! He had not bought one with him.

I have been on line chat explaining this asking for the part to be ordered and fixed. 

Now it seems I cannot even log in to my portal as states my account is inactive ??

I attached screen shot of this.

It's been almost a month and the bolier needs constant topping up due to a faulty valve.
I would like this sorted ASAP as getting frustrated with lack of this service which I pay a monthly service fee for.
On 7th march I emailed customer service and still had no contact!!

Diabolical company to deal with. Disabled tenant (reliant on heat) reported no heat/hot water Dec 29th, app made for 10th Jan=No show/contact, 3x more No shows to Feb, Kerry Clyesdale lied/offered £30 comp over phone, No payment received & ignored complaint/ 4 more emails, Received exactly same spiel from Chrissie messenger, Again NO payment or requested return communications. They seem to think they can just leave vulnerable residents for months & blatantly ignore our legitimate complaints with the assumption we will give up on the negligent treatment, wage losses incurred to residents through NO SHOWS & prolonged costs due to NOT fixing issues in satisfactory time.
Either address my complaint of give me the written final notice that you are legally required to do.
Added- In regards of the reply to my review, Check the unanswered emails you have awaiting replies !! If you were as quick to reply to 11 emails sent/ respond to the Resolver case opened against you, you would see that your CET 'have been on it' (your words) since 10th Jan & then ignoring ALL correspondence since 17th Feb.

Swale heating as it was replied to me about my two cancellations in a row to tell me to send details via email to look into this matter,OK here's the details here's my post code CT11EN Palmer I don't have a job number btw when it was supposedly fixed on the Thursday the guy wired it wrong which blew a fuse in the boiler or something I had to go out,as soon as he walked in the door I said great you have come early as I'm out the door 10,50 at very latest he said its only a thirty minute job but old wiring doesn't help he was ringing for advice so he's not entirely to blame,I had to ring next day to get someone out why oh why are we getting people to answer phone and I'm struggling to hear what they are saying due to accents,whispering voices or just bad volume at their end right remember CT11EN Palmer I think you can work that out always same replies to complaints ,send an email sorry I'm 63 and I'm used to chatting on a phone or pen and paper

MARCH 2025* Do Not trust No follow up to my Online complaints*No heating November 2024 only because I complained to CEO. THEN Dominic he got upset about my legitimate complaints I had logged since July 2024! ms Christine messenger NO call back No follow up to vulnerable customer No compensation* for July- November 2024 boiler faults costing excess gas tops *No REPLY TO online 4x complaints* 29th November 2024 & January - February 2025 MULTIPLE BOILER FAILURES/STOP OPERATING*COMPLAINTS* FEBRUARY 25TH- N7

An engineer came out to do a service and mend the fault on the boiler which is making a terrible noise today, Saturday. He waited for the noise and as is the way it did not occur when he was on site. So he left saying someone else would come and service, mend etc but have heard nothing from Swale. Could he not have done the work as he was booked to do so. Terrible service!!

SWALE SERVICE IS TERRIBLE 2 APPOINTMENTS MISSED NO COMMUCATION AT ALL.TELEPHONES NOT ANSWERED FOR AGES. I PAID A YEARS CONTRACT AND EXPECT A BETTER SERVICE THEN THIS

I cannot recommend Stuart Chivers from Swale Heating enough! We had been without heating for almost a month due to a gas issue, and previous engineers couldn't identify the problem. Stuart arrived early, which was a great start, and he quickly diagnosed the issue that had stumped others. He was incredibly efficient in fixing it and got our heating back up and running in no time. Throughout the process, he was very informative and explained everything clearly. We are absolutely delighted with the service and so happy he was the engineer who came to help. A big thank you to Stuart for his excellent work!

On hold to book service appointment 1st attempt on hold for over 40 mins, 2nd attempt 48 mins, 3rd attempt 52 mins, on all 3 occasions customer portal never working. service visit booked for am 8-12-no sign of engineer by 2pm, no calls, again customer portal not working and hold again for over 45 mins gave up. tried whatsapp took over an hour to receive reply stating he will be with as soon as possible. Now 3pm no sign/no calls. awful service! no customer service going elsewhere

Tried to cancel an appointment only to be told you can not cancel and he engineer will attend and mark me down as no access disgusting company not fit for purpose.

I’ve been waiting for a boiler repair for two weeks now, and your customer service has been absolutely terrible. I’ve tried reaching out to you via live chat online, WhatsApp, and of course, by phone. Unfortunately, no one has responded to my WhatsApp messages yet, even though I’d been advised to use this method instead. When I finally managed to get through on the phone, I was met with unhelpful responses and was directed to a different team. It’s frustrating because I understand that there may be delays, but the lack of assistance and the way I’ve been treated has been disappointing. I've been waiting overall for 6+ hours on the phone, still with no plan of action or a date for the repair to be completed.

The part to my boiler has been in stock and delivered to you for nearly a week now, yet still no one has been in contact to arrange a visit to get it fitted. I rang on Friday 28th and was promised someone would ring me on Monday morning 3rd, yet this never happened. Your entire system and service require significant improvements. I'm still sat here with no appointment booked and a boiler that is leaking water constantly. I'm literally doing your job for you!!! Sort it out

I have just waited nearly 1&1/2 hours for an agent to answer.
Our boiler is still leaking badly but when the Engineer finally came out he needed to order a part. Big surprise !
They are impossible to contact and never answer messages or the phone.
I got a letter from them on Saturday 1st March to say They had been trying to contact ME!
😂🤣
Apparently if I didn't co ntact would, consider the matter resolved.
I am fuming which is WHY I rang them today.
So after waiting the hour and a half the agent told me that Swale are NO LONGER dealing.with customers and I would have to contact SURE SERVE who are now handling Swale customers.
What DISGUSTING customer service.
I asked her WHY hadn't they let customers know. It should be easy enough to leave a message on their line informing customers of the change.
I wasn't rude to her but by God I was steaming !😤😤😤😤😡😡
** 5/03/25
SWALE HEATING HAVE JUST INVITED ME TO EDIT MY REVIEW..
As I have been reliably informed by the telephone agent for SWALE when I finally got through to them on Monday 3/3/25, there is NO SWALE heating, it is now being handled by Sure SERVE as of Monday 3rd.
I did suggest that it might have been an idea to inform their customers of the change of Company, and WHO they now need to contact.
We had the Engineer come out to us yesterday 4th March, this was booked by Sure SERVE.
He told us that every customer he visited were very annoyed that Swale hadn't had the courtesy to inform them of the change of Company.
He also said that when he needed to ring SWALE if he had a query, even he couldn't contact them and that their so call " chat line" had been disbanded.
Very disappointing, let us hope that Sure SERVE WILL " serve " us better.

Have contract with them part of service should be a boiler service not had one since 2023 yet still taking our monthly payments and no way of contacting them, have tried all the methods they suggest currently been waiting 40 mins on the the phone

A heating engineer was booked for 8-12 today. He has failed to attend. I texted the confirmation number and was told that they have overrun on another job but wouldn't give me any idea of whether or not they were going to attend and if so what time. Called the 'official' customer service number and hung on for 40 minutes. The phone was picked up by a woman who was clearly outside (working from home) in a busy area. She huffed and puffed a few times, sooo rude! and then hung up on me. They clearly have no intention of attending and couldn't care less if we are left waiting for their useless staff (ongoing leak on the condenser pipe, not rocket science!!). This lot are worse than useless they are a liability! I intend to invoice them for my lost day, £300 should do it.