Sureserve Energy Services Meters Ltd
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COLD COMFORT - COLDER CUSTOMER SERVICE
I am a One Housing Group tenant 80 years old, disabled, and on the at risk register. On 24.12.2024 I reported a lack of heating to my landlords. I did not hear from Swale Heating / Sureserve until six weeks later, 11.02.2025 in a message asking me to contact quoting reference 9572951 On the 14.02.2025, I received another message with the same reference asking me to contact and 0800 number with an unreasonable wait time so contacted you via WhatsApp. On the 17.02.2025 I received another message asking me to contact you quoting reference 9615502 No engineer arrived for either of these appointments. I regularly contacted OHG about a lack of reliable heating. An engineer arrived, changed the batteries in my thermostat, and left. This did not resolve the problem. Turning the thermostat up full did not start the boiler. When the boiler did start, often unpredictably, it would cut out before reaching the set thermostatic temperature. After repeated complaints and several weeks engineers arrived to replace the thermostat. While this is sometimes effective, I am still having to overide the system to start the boiler. For two months, from the end of December until the end of February I was without reliable heating. Swale Heating's contract with OHG requires a mandatory response within 24 hours for at risk tenants. Because of your failure, I have endured a miserably cold flat without reliable heating for more than two months. A month ago I contacted Swale / Sureserve with copies of their texts and the WhatsApp Conversation, asking for compensation. I am still waiting.