Martin

Apr 26, 2025

This company took over Swale Heating and nothing has improved

This company took over Swale Heating. 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