Swale Heating Avis 

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

After several issues with this company which were not satisfactorily dealt with I sent their customer services manager a lengthy letter outlining my experiences…not had the decency to reply…I don’t see any reason to continue with them, poor service.

Edit ..fortnight later the Customer Services Manager hasn’t bothered to reply …no surprise…every company makes mistakes and as long as it’s recognised and put right then I wouldn’t complain….but it’s been more than one bad experience and even a promise for compensation was reneged upon

Very efficient service. Kept up to date on everything going on all the time. 100% recommend Grant for his diligence and friendly advice through the process.

Swale Heating Central Heating Installation review

The salesman, Grant, was excellent, giving a thorough explanation of the work he recommended, listening to our opinions and making suggestions and giving advice. He carried out a thorough survey of the premises and was happy to discuss anything that came up. When I had a couple of queries about the quote, he followed them up quickly with an email and phone call. Full marks.

The installer, Darren, was courteous, efficient, ready to explain everything he was doing and worked hard to make the installation as painless an experience as possible. Again, full marks.

The electrical side of the installation was a disaster. The electrician did not arrive on the due day, so the system could not be commissioned when the plumbing work was completed. He was rescheduled to come on the following day, after all the plumbing had been completed, thus delaying turning on the system and us being unable to get our house warm and back into some semblance of order.

On the morning the electrician was due to come for his rescheduled visit, an early morning phone call informed me that the electrician would not be able to come, and I would need to reschedule the booking for the following week. The telephonist had a poor manner, bordering on the aggressive and with poor customer skills. There was no sense of an apology or recognition of the inconvenience such a delay might cause. She was a disaster. I passed the phone to Darren who managed to arrange for an electrician to come as scheduled.

The performance by the telephonist, and her total lack of customer awareness seriously damaged my confidence in Swale Heating. A family that has been without central heating for almost four weeks needs to be treated better than this. Very poor.

John, the electrician was first class. He talked us through everything he needed to do, was courteous and efficient throughout and made sure everything was working properly. Full marks.

Unfortunately, we discovered a small wrinkle after John had left. The base plate had not been fitted to the boiler, but conversations with Grant and Sarah led to a visit the following week and the base plate was properly fitted and the engineer also answered one or two questions we had about the best way to operate the system. Again, full marks.

Overall impression: the sales and installation were very well done, and we are impressed with that side of Swale Heating’s work. The phone call from SureServe attempting to rearrange the electrical side of the installation was appalling and that side of the operation needs improvement if customers are to have confidence in Swale Heating’s ability to deliver a service contract.

I recently tried to use swales online portal to book some work. After entering my details I was told "your account is inactive please contact us to resolve this" I then had to endure a 20 minute phone call, starting with the listing of various parts of the uk for social housing contracts before getting to option 5 to speak to a human . I was then put through to " swale private contracts" only to be returned to the original phone menu when the call wasn't picked up after 10 minutes, to start the whole torturous process all over again. First I was told there was a glitch, try later and was then eventually told the the customer portal was currently disabled due to their merger with KT Services- HOW ABOUT PUTTING A MESSAGE ON THE PORTAL STATING THIS ?
After hearing about Swales merger with that other heating company I was hoping that there would be a
much needed improvement in service. Sadly it looks like even more obstacles have been put the way of the customer.

Fantastic service, professional, friendly and explained things very clearly. Also incredibly quick! Very impressed and will always use from now on

I am really disappointed with the service from Swale Heating. I've lived in my property for just under two years and have faced a ton of issues with my boiler. It keeps breaking down, and sometimes I have to wait days or even a week for someone to come fix it. They told me how to top up the pressure myself, which started as every two weeks but got worse—eventually leaking too! They said they needed to replace parts, but I had to wait weeks for an appointment. It was frustrating having kids at home, one being a baby, and I couldn’t understand why they wouldn't fix it until it was flooding. I even bought an electric heater because we couldn't use the heating. They finally came to repair it, but just a month later, we were back to the same issues. I waited all day for them to show up today, and when I called, they told me I was next. Then I got a message saying they couldn't get access, which is totally a lie since I've been home all day. I’m just really disappointed and appalled by all of this!

This is being written on behalf of a Swale customer who is not well enough to write. His experience dates back over 2 years and is a catalogue of engineers not turning up for arranged service appointments, being unable to sort out a problem with the boiler on multiple occasions when they did turn up and seeming not to care that they were leaving him with an ongoing problem even in Winter, being offered a pittance of an amount in compensation by Swale only for them to now renege on that paltry offer despite the fact he has the email correspondence showing that they said they would compensate him. The icing on the cake of appalling customer servicing we don't give a damn attitude was when one of their engineers ran over his foot deliberately with his van.
Needless to say, he will be looking for a new heating company as Swale have made clear their contempt for doing the right thing.

I could give zero star if possible. I have been a customer for 3 years and for the first time my boiler stopped working with an error earlier this month.
First Time- Engineer didnt have look, told he needs to order a part and disappeared.
Second time - No engineer turned up
Third Appointment booked- Engineer says first engineer was wrong..and it is a pressure issue. gets boiler working which again breaks down in 3 days
4th Appointment- Another engineer says a diff issue and a part has been orderde and that someone will get in touch to have it replaced.
As expected no one has been in touch

I HAD AN ENGINEER LAST WEEK HE FIXED THE HEATING AND THE SAME DAY IT WENT AGAIN I CALLED THEM AND THE NEAREST APPOINTMENT WAS 26/11/24 HAD A CALL THE ENGINEER WAS WORKING LONGER ON ANTHER JOB SO THEY BOOKED ANOTHER APPOINTMENT 3/12/24 I HAVE COPD SO I CAN.T AFFORD TO GET ILL ITS VERY COLD DID NOT EVEN SAY SORRY ABOUT IT

Swale Customer service and planning haven't improved. We were told we would get and email a month before the service is due. Not received one for a 3rd year running. The service is now well over due. The last 2 years we have booked the date for customer service to change at the last minute or engineer doesn't turn up as they were not booked. Last week booked for this Wednesday this week now told 2nd April which has completely mucked up essential plans we had arranged around this for personal appointments and getting our property on the market. Not to keen on speaking to customer service as they are so unreliable. Needless to say if we are still in our property when the contracts up for renewal we will be changing. The only reason we stayed was the engineer has been so good.

Left with out a working boiler

Called up and was shocked to be first in the queue! Well turns out the can’t make any repairs despite disabled child living in the house as southern housing hasn’t updated the tenant useless excuse. Now have to wait for a manager to call as none in work….some time during the week I should expect a call.

Yet can break the law!!

Under Section 11 of the Landlord and Tenant Act 1985, landlords have a legal obligation to repair a broken boiler within a "reasonable time," which, for emergency repairs like no heating or hot water, means within 24 hours

Company has gone to pot! no wonder they’re losing contracts left, right and centre

Do not waste your own money if you are a homeowner

This company is so unreliable. They work for L&Q and they are the worst. They do not keep appointments and you can never get through to them. They did not turn up to an arranged appointment despite me not having heating and hot water for 5 days and advising them I had just come out of hospital and need heating. They did not turn up and the reception staff when you do get through them are useless, rude and unhelpful. STAY AWAY FROM THEM! They are worst company ever.

Swale Heating before they merged with SureServe had booked me for repairs on my boiler on 10 March 2025. Come the day no engineer turned up. Till this day 20 March, nobody has bothered to inform me when they will re-schedule my repairs.

The new telephone number given to me gives out some bizarre automated news about products, recruitment opportunities before someone answers. I have written numerous reminder emails but to no effect. At last managed to speak to two ladies on their customer service who pretended no knowledge about my case. They promised they will call me back to re-schedule a date but nothing has happened to date. Has Swale Heating, once a fine company, gone to the dogs? Is the new merger company baulking on contractual obligations set up by Swale heating with existing customers? Very sad.

Swale heating have always been a fantastic company to deal with but since their acquisition and imminent merger with sureserve they have been appalling have had the same job rearranged 3 times and on 2 occasions they have failed to turn up at all, customer hub is unavailable no one responds to WhatsApp messages, when I do get through on the phone they are always pleasant to deal with but can't answer why the engineer has apparently decided against doing the job (even though there is a message attached to the job saying it must be the first job of the day) I have had to take 2 days emergency holiday now to wait in for no reason at all. Thankfully my renewal runs out in a few months and I will now be going elsewhere. Update - 4 months later and they still can't be bothered to turn up at agreed times just now get a WhatsApp message saying they did but couldn't get access (even though I was literally outside my property all morning they still insisted that they did and tantamount called me a liar) Swale Heating has been destroyed by KT Heating and now under the guise of Suresurve Compliance. Avoid at all costs!

Don’t use this company if you can help it ! I don’t know how this company get such a good review. I wouldn’t give a star if there is option to choice to select “no star” if I have the choice. WhatsApp is hardly ever reply , if you get a reply is AI AUTOMATIC REPLY MESSAGE, if you choice live chat, there is always close . The customer portal is not available to login and the email service of this company is “ couldn’t found” . Seriously don’t put money in it.