Swale Heating Avis 8 405

I am still without hot water and heating after 7 days. The parts apparently came in yesterday and were due to be fitted today. Now they are saying they haven’t come in and may not turn up until Thursday. This is all from a boiler service where the engineer said it was fine and hadn’t worked since.

Long Standing customer
Tried to contact the customer services team to re-arrange a service visit and fitment of a part that they identified needed replacing months ago
Impossible to contact, Apparently experiencing higher volume of calls than usual.
This was never an issue when they were just Swale heating.
Judging by the other reviews this company has gone rapidly down hill

Useless could not contact them either by phone or web. Long standing customer tried to book a renewal in November of a service contract and the link they sent did not work. Called and spent hours listening to music. Now they have sent a reminder and again the link when I enter my details flags an error and the "help" line is again just music. Engineers are great everything else useless cannot trust them with any possible faults or problems.

Don't bother calling this company as nobody picks up the phone when you call the sales team!!!

Horrendously cruel service, no hot water or heating since previous week when engineer visited and said new pump was needed, this during coldest week of the year! Virtually no response to all my lengthy calls to customer service nos. bar 1 at reception who tried to help, and 1 which proved useless , and was curt and dismissive in attitude. Yesterday in desparation, i contacted a swale borough councillor as i was reaching breaking point; they managed to establish that an engineer would visit later in the afternoon, customer service having told me day b4 the visit wud be between 8 and 1. I will make a formal complaint, and also approach the ombudsman service. This dreadful service appears to have arisen since the merger and i will not renew my contract.

Worst customer service I’ve ever experienced. Signed up for a monthly boiler maintenance plan and that was the last I heard. Had one service and no more contact as there is no reminder to book the yearly service and no contact. When I complained it took approximately 20 emails to get any sort of response. I have finally had a refund of this years payments but I have still overpaid and can’t get a response. Avoid!

Having had Swale Heating cover for several years, apart from service not resolving issues fully the worst experience was when we lost heat and water in the winter with a young child in our house.
So far, almost a week later still no visit, no deadlines met, excuses and miss-information.
This is a company that you cannot trust to do what you pay for, do what they say or to help when needed. If you are thinking of dealing with Swale Heating, then dont make my mistake, go elsewhere before you too end up writing about the unacceptably terrible service.

The engineer was good and on time.
He reported that the pressure gauge of my boiler was‘stuck’ and he would request a replacement. I’ve since sent an email requesting the replacement.
To date I have not heard any reply and unfortunately I have not had time to call them as this would need about an hour of my time on hold

Here i go again. I have run out of adjectives to describe how disgustingly poor the service you give me is ( and yes I pay a monthly service charge that isn't worth the paper it's printed on)
So last week after not having a functioning boiler for 3 weeks I finally got an engineer booked for Wednesday 19th am only to receive a voicemail at 16.30 to be told he couldn't attend. So on Thursday 20th I rebooked for Friday 21st
HE NEVER TURNED UP
NO CARD THROUGH THE DOOR OR PHONE CALL
So I will be back on the phone on Monday and will also be calling trading standards to find out what my position is and maybe i will contact a national newspaper as I am sure making public that you offer such a laughable service to pensioners like me would be in the public interest
I will be anticipating a rapid response

Engineers were polite and efficient sorting out my problem.
However, as usual trying to contact Swale heating to book an engineers visit was tiresome, tedious and too time consuming. Communication really needs to improve.

I haven't had heating since Wednesday and I've been trying to contact them by phone (today is Saturday) no answer. I didn't expect such poor service.

Twice an engineer was sent to repair the gas boiler.
Twice a service engineer was sent to service the boiler. In all 4 different engineers came out.
All engineers were rushing to complete the job. More concerned with getting away quickly than completing a proper job. The first service engineer left us, who are pensioners with no heating & no hot water & the boiler was working before he came! Very disappointed with the so called improved service.

Since the 27th October I have been trying to get my radiators fixed. No turning knob to regulate any of them and in this new flat causing energy expense. If you heat one room you heat all. I simply cannot put the gas on and with energy prices. On the 4th November I wrote a damning review. concerning their lack of 'reasonable adjustments' re ADHD i.e. reminding me of appt. Today or on the 21st November I waited in my home for 7 hours. Between the time 12 to 6pm no one showed. At approximately 5.15pm I called and was informed Engineer running late. 7pm arrives and no Engineer. I call again. Advisor tries to call Engineer. No response. Was informed it is highly unlikely that an Engineer will come now. So, 7 hours waiting and not even a courtesy response as set out in any (not read) Customer Service Policy. Rather, we can read all the BS about commitment etc on their website. This will be the 2nd time no one has showed. The first, Engineer informed he did come to property when he or she clearly did not. Again, today, no one shows after 7 hours of waiting. I am repeating this time period in writing or 7 hours. Ask yourselves; is 7 hours out of your day of any significance or must we believe that Social Housing Tenants are considered unemployed, useless with nothing better to do. For example "They Can't wait!" Maybe I will get this issue sorted by Christmas!
Significantly Worthless And Lacklustre Equally (SWALE)

HERE IS THE JOKE. ANOTHER APPOINTMENT BOOKED FOR 1ST DECEMBER. GUESS WHAT HAPPENED? THEY NEVER SHOWED UP AGAIN AND NO CONTACT. SO WAITED IN FOR SIX HOURS AND NO ONE SHOWED UP. THE SAD THING IS, THERE IS NO POINT SAYING ANYTHING ANYMORE FOR THE COMPANY WILL NOT BE HELD ACCOUNTABLE IN ANY WAY. ONLY WILL THEY RESPOND WITH EMPTY WORDS AND GESTURES. AS I SAID PREVIOUSLY, MAYBE MY RADIATORS WILL WORK BY CHRISTMAS

The Engineer was very professional. He was very pleasant and polite.
Did a good job. Left the area he was working in very clean and tidy.
Always satisfied with service from Swale Heating.
Have been a customer for several years.

the engineer was unable to carry out the service as my kitchen fitter had sealed a unit over the top of the boiler, I have had the unit removed but I am unable to book a new appointment, I have tried calling for several days and waited for some time listening to all the news of the merge and how this will give me a better service !!!

Been with Swale for over 4 years. Booked a service under the service plan in Aug for 7th Nov, they never turned up, and do not answer any of their or home serve phone lines, seems they have gone bust.....

After years of great service, something has gone wrong at Swale Heating. We have a yearly service previously took an hour to complete. This years service took 15 minutes and the engineer did not dismantle or clean any element on the boiler. Just looked at it on the wall and checked the detectors.
I called Swale to complain and I have not had the complaint answered.. I’m now looking for an alternative service provider.

Never answer the phone, wait times are ridiculous. Very poor service

My score is based on the fact that I had to get in touch to get an appointment for my annual service, it used to be the other way round.
The engineer was very polite and friendly, I would have him call again.