Swale Heating Reviews 

Didn’t answer the phone on numerous attempts to contact them and couldn’t even be bothered to respond to an urgent request for help. Appalling service

I have been a loyal swale heating customer for many years.
I was given an annual boiler service appointment for Tuesday 16th December.
We sat in all afternoon but no one turned up.
I tried phoning but got no answer.
The website directed me to a WhatsApp number. I tried this but it told me the number was discontinued and to use a new number. I tried this and was directed to use a third number.
I eventually had a conversation.
I was told my post code was invalid. I'm pretty sure it isn't.
Finally I was told someone would be in touch.
No one was in touch.
I went through the same rigmarole three days in a row.
Still no one has contacted me.
Looks like time to move on...

This company has changed, They were great, and are now awful!!
I pay monthly for full contact and have always done for each home over the last 20 years.
It has taken 5 weeks without heating to be helped. Each time the engineer did not turn up. When they did the wrong part was ordered and then we did not hear again for weeks. Their poor staff are over worked and have impossible workload, often 15 households to help a day so will always let someone down. The company is greedy and Councils should also steer clear of them
This time I have had to call 5 times and waited around 45 ins each time to be answered.

Why do they not answer the phone. I have a boiler service booked by them but not received any update confirmation or an estimated time. They won't pick up the phone. The customer portal doesn't work either. So so frustrating

Honestly cannot believe they are still in business, rude, unreliable, incompetent, unprofessional and threatening to customers. Please don’t use this company, I don’t want anyone else to have to be insulted and ripped off.

We have been with Swale Heating for many years as private customers, but were concerned about the content of some of the reviews over the past few months. However, we still decided to book for another year for boiler support. We had a couple of queries which were responded to very quickly and efficiently by the customer service team, and although one boiler service was cancelled - and we were notified of that - another was booked for the following week. The engineer turned up on time and was very pleasant and efficient. I cannot comment on emergency call-outs within our current contract as we have only just renewed (although we have had to make them in the past and they were great) but service so far has been very good.

Waited over 19 minutes on hold with the painfully repetitive messages that there is a "higher volume of calls than normal".
More likely that they don't have enough phones manned.

Quote received for replacement boiler and appointment made for installation one week later . Engineer arrived on time at 8am and job completed by 1.30pm . Minimal disruption and everything left in clean condition .

Avoid this company like the plague. Took me three days to make contact with them in October for our annual service which was scheduled for yesterday. No one turned up. Tried constantly yesterday evening and today - no returned calls or emails. Now cancelled the DD - they will soon be on the phone now

Joke of a company, I pay a monthly fee for annual service and boiler cover. Twice now I have had the service booked and no one has turned up, yesterday I even spoke twice to a lady in the office who assured me he would be out by 6pm. So basically I will not be getting my annual service now so I am having to explore routes to get my last 12 payments back. This company has merged with sureserve and the only way to contact them is waiting around 30 mins on the phone, You cannot even log in to your account now to view your details etc. Please avoid, you have been warned

80 year olds parents 10 days without heat or hot water!
Took them 10 days to replace a boiler fan, rang 3 different days to be left on hold for hours only to be told nonsense every time! Terrible customer service, nothing but worry and stress. Zero communication. Website unhelpful. We have been with Swale 15+ years and are now going elsewhere.

Shocking service. Bodged boiler installation. Dont turn up for appointments. Worst customer service ever.

I wish I could rate them 0 stars!
I have never had an issue with the service until now. They came to fix a pump and left me with no heating or hot water. And now I am being lied to and not having my emails or request to a manager to call me, being responded to. How can a company treat their clients this way?? I hope to get a resolution to this issue that their engineer caused

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!!!

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