Sureserve Energy Services Meters Ltd Reviews

Had an appointment scheduled for smart meter installation not at my request Scottish power have hounded me with letters to say I need the meter as mine will be shut off so I make the appointment mid May take a day off work midway through the day I get an email saying your appointment has been rescheduled to July 18th no other correspondence. Today another day off work another no show no correspondence whatsoever for sure serve or Scottish power absolute waste of time and im out two days wages

I took today off work to be home for a scheduled engineer’s visit and had been up since 7 a.m. waiting. No one knocked at my door, but later I found a note saying the engineer had already been and left. I called the company straight away and explained what happened. To their credit, they arranged for him to come back the same day. When he returned, I was met with a very unpleasant and unprofessional attitude. He raised his voice at me and said, “I did knock — you’re lucky I even came back.” It was clear he was annoyed about having to return, and the whole interaction felt horribly hostile. As a woman home alone, I found his behavior quite intimidating and uncomfortable. I appreciate the company’s quick action in sending someone back, but the way I was spoken to today was completely unacceptable. I hope they take this seriously and make sure future visits are handled with more professionalism and respect.

I had an appointment scheduled for a gas safety check at my property. As requested, I put away my registered assistance dog and informed the contractor I would be just a moment. He said “no problem” – but by the time I returned downstairs, he had already sped off. I have CCTV evidence confirming this. He then falsely reported to my landlord that I refused entry, which was completely untrue. The situation became even more serious the following week. The same contractor saw me outside my property and began shouting homophobic, degrading, and aggressive abuse at me in front of others. His behaviour was threatening and deeply inappropriate. He even made a disturbing comment threatening to return to my property to harm me. He then drove away dangerously, speeding down the road and nearly hitting a dog walker. Again, this was captured on CCTV. When I reported this to the company, they were dismissive, rude, and completely unprofessional. No action was taken. I felt targeted not only for my sexuality but also for my disability. The entire experience was traumatic, and I am shocked that a company like this is still being used by housing providers. This company is unsafe, discriminatory, and should not be allowed to operate in residential settings. I strongly urge others – especially vulnerable individuals – to avoid them.

Smart meter installed this morning by engineer Scott Jenkins. Arrived in time slot allocated. Thoroughly professional job done & was more than happy to answer any questions I had. Explained all the new tech and left the job area spotless. A credit to the company! Thanks again Scott.

The most rude person The worker assigned to repair the water tank to my neighbor which was causing leak on over water flow pipe and damaging my wall the leak persists, didn’t want to listen my concern and actually raised his voice to me. I understand that everyone can have a difficult day, but professionalism and respectful communication should always be maintained, especially during service.

I had an Octopus Smart meter fitted today for gas and electricity. George Smith was the engineer who came on time and who was professional, friendly, extremely helpful and knowledgeable and did a great job. He is a credit to your company. Sheri Taylor

WARNING: Avoid SureServe at all costs! I’ve never encountered a more incompetent, unprofessional, and downright dangerous company than SureServe. Their so-called “service” is a joke—shoddy workmanship, blatant disregard for safety, and zero accountability. Even worse, they have shown complete disregard for people with disabilities, treating clients with disrespect and failing to provide any reasonable accommodations. On top of that, their conduct has been nothing short of harassment—persistent, aggressive, and completely unprofessional. They have caused unnecessary stress and anxiety, showing zero empathy or respect. They left me with a hazardous gas installation that puts my family’s lives at risk. Communication is non-existent, and when pressed, they refuse to take responsibility or even respond properly. I am reporting them to TrustMark, Gas Safe Register, Disability Confident Scheme, Safe Contractor Scheme, and every other regulatory body I can find. They have no place in this industry. No access will ever be granted to this company again under any circumstances. If you value your safety, your money, and your dignity, steer clear of SureServe. Bullies and demons

Waited 4 months for an appointment. Got a call the day before to change the timeslot then a call on the day half way through that slot to say they actually weren’t coming out after all because they were going to need a part. Surely you could have sourced the part in the four months I waited. Booked me back in for October!!! Terrible customer service and didn’t care whatsoever.

Really awful. say they will put an emergency repair request in, wait all day then to be told nobody was coming because they didn't put an emergency repair request. They make promises about someone coming out to do repairs and most of the time they don't arrive. 4 days without hot water so far The worst company to deal with

To any local authority tenants who may have had difficulties with this (or any other contractor forced on them). I have read several negative reviews of this company, and based on my own previous experiences suggest the following..... In the first instance liaise with the company and whenever possible follow up ALL phone calls with an email in confirmation to both the company AND your local authority. It may seem like a chore but well worth it. Note any rude or intimidating manner together with the name of the person you spoke to so at the beginning of your call ask who you are speaking to. If you are unable to reach a mutually satisfactory arrangement, the next day cancel any appointment given but do not reschedule. You do not have to give a reason. Follow up your cancellation with an email. Thereafter deal with your local authority. They have tenant liaison officers to help with such issues and as annual boiler servicing is a legal requirement it is in their interests as well as the tenants to bring the matter to a swift and acceptable conclusion. As your landlord the local authority are responsible for contractors working on their behalf. If you feel harassed or intimidated report it as such using your local authority's formal complaints procedure. Follow up your formal complaint with a separate personal email in confirmation as complaints records can, and do sometimes disappear. This way you always have your own records should you need to escalate the issue as ultimately it is your landlord who is responsible. Sending you threatening letters implying you will be charged for missed appointments could be considered harassment which is a criminal offence. As previously mentioned annual safety checks are a legal requirement and you cannot refuse access but neither does it have to leave you out of pocket! They CAN do this work after 6pm or on a Saturday but desperately avoid it because it means paying their employees overtime and as the costs were fixed when the local authority accepted their tender the profit margins are comprised. As a recap - you pay your rent to your landlord, not the contractors and therefore they should be expected to resolve issues for you.

The worst customer service ever. I couldn’t be home for gas check appointment as I work full time every day. When I called to reschedule for Saturday, they said it’s impossible and they will come anyway. They made me feel frightened through the phone that if I miss a few appointments I’ll need to pay them money. The girl on the phone was unbelievably rude. Please avoid!!!

The guys were fantastic great team .Conner,Jack,Paul,Kevin,Ryan,and Andrew.i would highly recommend this team brilliant thanks again guys.Robert Nicoll.

Changing their name from K&T Heating to Sureserve hasn’t changed what a rubbish outfit they are. Why housing associations and councils deal with them is a mystery

Arrived home to find a card from Sureserve stuck on the door, saying they came to carry out a gas appliance safety check / service but missed me and to contact them for a new appointment. I have arranged neither a service or a safety check with these people so this is cold calling, hoping to pressure you into an appointment you don't need. The bit I really object to is that the card was stuck on the door hinge rather than put through the letter box, advertising to everyone passing as well as the neighbouring houses that I was away. I could have been away for two weeks, and the card would have been there in full view the entire time. Would not deal with a cold calling, idiotically adversiting company with a barge pole but at least the quality of work seems to match my experience as the reviews are absolutely *terrible*. Get a grip Sureserve...

So i receive a letter from PA Housing with SURESERVE COMPLIANCES logo on it and signed by Sureserve Compliance South informing me my electrical safety check is now due ( it is not due until October 2025 ) . The appointment was for 10/4/25 between 8am and 1pm so i wait in all day and nobody turns up , no call , no text NOTHING !! So i write a review here for PA Housing . Nothing happens until the morning of the 30/4/25 when a operative shows up unnanounced about 9am when im in the bathroom and cant answer the door , my phone rings soon after and im able to answer and a young lady informs me that a operative is here to do the safety check , I inform her he is 30 days late to which she replied that the appointment to which nobody turned up was rescheduled for the 30/4/25 and i was sent a letter . I informed her i received no such letter and im trying to get ready to go out so kindly send a letter with a new appointment . ( STRANGE HOW I RECEIVED THE PREVIOUS LETTER AND 3 OTHERS AFTER !!! ) I leave and find a calling card from K & T HEATING on the doorstep telling me they called . Strange i thought it was a Electrician ! The next letter i receive with a appointment for the 23/5/25 has THREATENING overtones in RED in it !! Again the letter has both the PA Housing and Sureserve Compliance logos and is signed Sureserve Compliance , unfortunately i had to phone Sureserve on 22/5/25 at about 10.15am and cancel due to a urgent medical appointment , the young lady i spoke to said no problem and a new appointment was duly made for the 5/6/25 between 1 and 5pm . On the 23/5/25 im on the bus to my appointment and i get a call from Sureserve , i reply and a guy informs me a operative is on site , i informed him the appointment was cancelled and gave him the relevant information . Sureserve then decided on the 23/5/25 to send another threatening letter with red script informing me of a new date which is already on my calender . New date the 5/6/25 1to 5pm !!! The electrician arrives and gets on with the task , nice chap . I noticed hes come in a SWALE HEATING van !!! I also notice on a letter i have dated 14/5/25 from Sureserve South a K & T HEATING logo on it and PA Housing , How very confusing !!! Hes found a problem but obviously hes gone well over his two hour slot so informs me they will be in touch . Due to all these different company logos and vans i decide to look at this company SURESERVE . OH DEAR ! their history makes for very interesting reading if you look on WIKIPEDIA !! I will now be writing a letter of complaint to PA HOUSING , i doubt i will get a reply . That being the case i will be writing to the housing Ombudsman who do reply . A word of advice to you SURESERVE SOUTH , you can be taken to court for issuing threatening / intimidating letters such as those you have sent me and more than likely hundreds of other people . I will not have petty companies such as yourselves threatening me . One last thing , DO HAVE THE GUTS TO SIGN YOUR NAME TO YOUR THREATENING LETTERS THEN YOU WILL BE UNABLE TO PASS THE BUCK

Your Engineer Shane delivered a very good job, kept me informed about what he was doing and why. He was very efficient and got the meter changed within the time he stated. Excellent.

Smart meter installation. Excellent service received from Shane Brown. Arrived on time, very polite, informative and ensured the job was done to a high standard. The guided tour upon completion was second to none 👌 Highly recommend

I cannot believe the appalling service of this organisation. How it was ever given the council contract after Swale beggars belief. Who is monitoring it? What due diligence was carried out to ensure it could meet their needs? I have been without hot water and gas for 3 weeks to today 5/6/25. I cannot get through to any of their numbers, after holding for ages you get a recorded message to agree to be contacted by webchat or WhatsApp and neither of those work. How much it is costing for mobile phone users on pay as you go must be mind boggling. This company sent an engineer who diagnosed the problem, needed to order the part he tells me, different guy comes says diagnosis is wrong. Off he goes to order his part. This is in week one. Absolutely nothing since and I am at the end of week 3 with no contact from them and I can't get through on any numbers. What will winter look like??! The webchat link that I found myself had a message that said it was currently 'overloaded' (their words) and try later. I live in Sheltered accommodation - which is supposed to be of high importance because of vulnerabilities and mobility issues. I would give no stars but unfortunately Trust pilot won't let you give the review. Gravesham Housing cannot let this continue it is absolutely appalling. They must be aware of it and someone isn't doing their job allowing this to continue and what a way to treat their tenants, letting this abomination of a service continue!

Completely useless firm,I've had two different engineers come out, and still not had the issue resolved,

I had an appointment scheduled from 2 PM to 6 PM. The plumber called me at 12 PM saying he was outside. I told him my appointment was from 2 PM to 6 PM and asked if he would still come, as I was at work. He said yes but sounded hesitant. I asked again if he was sure he would attend because I didn't want to waste my time or take time off work for no reason. He confirmed he would come, saying it was two hours away, and asked what the issue was. I explained that the lock shield needed replacing because it was corroded and leaking. By 2:45 PM, I hadn't heard from him, so I called Sureserve customer service to confirm. It took me 48 minutes to get through. They said they tried calling him, but he must be on another job. I asked them to follow up. When I didn't hear anything, I called again at 4 PM, knowing it would take a similar amount of time to get through. Again, they couldn't reach him. No stars.