Swale Heating Opiniones 

Missed our boiler service appointment on 21 August with no prior communication & no apology.
We wasted entire morning waiting in for the engineer - no show.
- Contacted customer services team by phone twice with a call waiting time of 10 minutes & 13 minutes for the 1st and & 2nd call, respectively on 21 August.

Everything is wrong with the service that this company provides:
1. Missed appointments
2. Such incompetent installation to the extent that manufacturer has to put a block on the appliance guarantee
3. It is such a hassle to have a simple pressure repair arranged
4. Does not call back when they say they would to give an update on the job

Do not use Swale Heating if you wish to keep your sanity. They are appalling. We used them for years but service went downhill with not turning up or indeed sending a gas engineer to work on an Oil boiler.
I have no complaints about the engineers themselves who were always efficient and professional (except the gas engineer who was a bit lost!)
I decided to try them again this year following their absorption with 2 other companies. I phoned in early June to book a service. They will not make an appointment until they have taken your money. They then told me I could not have an appointment until August.
I waited over two months for the appointment. Waited in all day, and of course no one turned up (despite me actually getting through to someone on the phone at 0800 who confirmed engineer would arrive)
I sent about 5 communications to Swale, none of which were responded to. I could not reach anybody by ‘Chat’, nor on the phone. I had nothing – no explanation, no apologies, zilch.
I gave up trying to reach someone for a day or two and then phoned. I was surprised someone answered. She was very helpful and polite, and confirmed that indeed the engineer did not turn up. She said they had not been informed why the engineer didn’t arrive. She then went on to say she would find another appointment but I asked for a written explanation an apology, and for the return of my money they had held for 2 months. Again, I had no problem with the lady on the phone who was apologetic and helpful.
So far I’ve had a brief, standard email just saying they were sorry and would return my money. Not happened yet but I hope it will.
The one star is for the engineers and telephone people.

What’s the difference between Swales Heating and a clairvoyant. Answer you have more chance of a reply back from the dead? If it was possible to give a minus star i would

This is the worst Central Heating service that I have experienced. My boiler service is 18 months overdue, I have paid monthly by DD. they are impossible to contact by phone, email, live chat or whatsapp. My advice is to avoid them altogether and take your business elsewhere.

I have been with Swale Heating for 10 years and now im moving home, the service is diabolical. I spent 4 hours on hold to the 'private team' yesterday and have had no response to any emails Even Sureserve call handlers are uable to escalate or do anything to help. Swale Heating failed to provide an installation certifcate and register my boiler installation which is now causing delays with a house sale. The lack of ability to to talk to anyone from Swale Heating or Sureserve is a red flag and the companies should be ashamed. I will 100% not be using the services of these two companies when i do finally move home - please be vigiliant when/if having a new installation.

Don’t use this company if you aren’t a business, they aren’t interested in private accounts. I have been trying to contact them for days - no answer to any form of communication.

Avoid this company like the plague!!!
I bought and had installed a new boiler by this company in 2022, the work they did reduced the pressure of my showers so they offered me two years free servicing which I accepted. My annual service is due at the start of the year so I booked it in on their portal, took the day off work and waited, and waited, then called and spoke to a lady who said you are the next appointment, I waited some more until the day ended with no visit or call. I called, emailed an complained via their complaints email address and got no response, I then tried rebooking online and once again, no arrival even though booked and updated on their site tracker. I wrote to the company, requesting an urgent call from senior management and never heard anything, wrote again... twice complaining and called but i ended up on hold for 40 minutes again no answer. The whats app chat feature does not get answered to any useful means either.
I have continued to pay the service charge for the maintenance contract as I wanted to be covered in case my boiler breaks down.
I know Swale have been bought out by Sureserve so I thought I would call them, they at least answered and gave me a number for Swale to get booked in 0800 1933 002 this number never gets answered.
I am at my wits end about what to do in order to get my boiler serviced or my monies returned for lack or service.
Do be careful to not buy or sign up with this company, they are horrendous, unreliable and very very poor as a business.
The Swale online booking portal is no longer working so i cannot even check and copy al the communications I have sent them.
I have also today submitted another complaint on their very well used complaint form (i suspect).

This company used to be excellent—until Sureserve took over. Since then, the service has completely deteriorated. There’s no customer portal anymore, staff are often rude or unhelpful once you finally manage to get through to someone, and they didn’t even show up for my boiler service after I spent ages trying to book it. I’ve since cancelled and moved to a more reliable provider.

If you have a service plan with them, I strongly recommend reconsidering. They’re happy to take your money but seem unwilling to provide even basic service. It’s hard to understand how this level of treatment is allowed to continue.

Finally after 2 years of no engineer visit to service boiler, received a letter from Swale heating informing us that engineer visit booked for 11th June between 8am and 1pm. What a surprise no visit. Unable to get in touch with anyone to complain. Will be looking to go to British Gas. Paying for a service and not getting any. How do we get a refund? Does Claire Hobbs actually exist?

Originally ordered and payed fully through Swale heating now taken over by Sureserve, well I was impressed that the contractors fitted me a complete new Worcester Bosch Green star combi boiler system in just two days however they said the magnetic filter was out of stock and sink taps arrived instead of bath taps so they weren't fitted either, I have phoned sureserve twice now and told contractors were meant to arrive today but they didnt! I know it's early days as just been over a month now since it was installed, let's see what tomorrow brings?

Absolute cowboys don't turn up to appointments then when they do bodge the job serviced our boiler which was working fine broke down less than 24h later said they would come out to repair 4 days later show up supposed to be within 24h chap can't fix it says the other man will have to come back how much longer do we have to wait no heating no hot water 4 disabled children firm needs shutting down

The worst company known to man forgot appointments forgot tools forgot fitting huge unhealthy man asking to use toilet this company is a cowboy company avoid like the plague

Phoned 19th May 2025 for an Engineer to visit Paid £108 they agreed for a visit anytime between 12 and 6pm on 20th . Still no engineer no communication no responses to e mails live webchat off line. Now seeking a refund to go to a reputable company. Stay away !!!

Swale heating seems to have gone down the drain in the last few months since it was taken over. Last year I was able to contact them by phone (long wait on the line but could get through), e mail or portal. Today none of these were working. None. The phone line has a garbled list of options and no one answers what ever you try. I did manage to get sense from someone on live chat but even that was a struggle. I am not sure if what I was promised will materialise but we will see. What a disappointment after being with Swale for 7-8 years.

Was due a gas safety check this morning between 8am and 12.We rang this morning to double check and was assured that it would be before 12.It is now 2.30pm and have just had a phone call to say they won't be coming today. No communication this morning to say there was an issue. My partner was working today and I am recovering from eye surgery so waiting in ready.I rescheduled a Dr's appointment to ensure that I would be here.We cleared out our back storage area to get access for the gas meter.A half hearted sorry over the phone doesn't cut it I'm afraid.

No heating or hot water for 16+ days. The online portal for reporting issues is no longer in operation so lengthy phone call waits are your only option. A part had to be ordered but we were told there had been delays due to a problem with their online ordering system, they would be in contact before Easter. We have never heard anything since!
We have had a service contract with them for 20+ years and have never had major issues with either the call centre staff or engineers until they were taken over.
The 4.1 ratings on here reflect this previous ownership. Look at K & T heating 1.3 and Sureserve Group 1,4 to understand how the current owners treat their customers

Swale Heating now comes under the umbrella of Sureserve. The service has not improved especially as a private customer.
1. When you call it says the lines are abnomrally busy, but they are like it everytime not matter time of day. An engineer who attended the Dartford office say the answer call monitor is less that 2 min but when 8:00am arrives it goes off the scale. I waited 2 hours the other day, luckily an 0800 number
2. First engineer arrived and he looked at the boiler, tutted a lots and said three parts needed ordering.
3. I phoned on days 3 to 5 working days to find out where the parts where. They said there was a problem getting the parts for a Worester boiler, so day 18 the next engineer arrived.
4. He asked if the previous engineer had taken the boiler to bit. We said no, just looked at it. He found out more part were needed and one of the parts that arrived was incorrect. He put a not an offical note on the boiler to say not to be used....why did the first engineer not do this?
5. Sureserve phoned today, day 20, to say part would not be in their stores until 2 May but because of Bank Holiday they cannot fit them until 6 Mat. That will be 28 days without heating or hot water.
We have a couple of heaters eating up electricity and having to boil water to wash and wash up. Luckily we have electric showers.
First engineer did not think about us being warm, the second asked if we had enough heaters as he would have provided more.
6. When speaking to customer services and I ask to speak to a manager, one is never available.
7. I asked to speak to the complaints department. You can only contact them via email. I emailed them 11 days ago and still have not heard it.
8, This is not unusual service from them or Swale who we are with as this is common. My mother-in-law, 93 years old, who is bedridden and classed as vunarable had the same issues and waited three week for hers to be repaid. When I complained they said they have lots of vunerable adults but children take priority. My son with two children 3 & 5 had the same issues and was without heating for 3 months during the winter. At the end of it he was told he needed a new boiler as they could not fix it. He is still waiting after 5 months for the complaints department to reply to him. Last time he complained he got a £10 M&S voucher.
I would avoid this company and Swale.

The plus side the majority of the engineers and now their call centre people are brilliant. just hte company cannot cope with the workload

Truly awful service. My elderly, asthmatic mother was left without heating and hot water for 11 days following a boiler problem. Made repeated calls - which invariably meant a lengthy wait - to be told there was an issue with the parts ordering system. WhatsApp and posts on X went unanswered. Would not recommend taking out a service contract. Find a reliable local heating engineer instead

My new boiler was finished installation yesterday. However the electrian visited to finish off my installation to fitt a thermostate but did not have it with him thinking it came wirh the boiler. He told me someone would call me but no one has. I tried to phone but after 45mins on hold twice gave up this is appalling service so my boiler i paid 75% of it still has not been finished