Sureserve Energy Services Meters Ltd Reviews

Had a smart meter (gas & electric) installed by Robert today, very helpful and professional guy

Awful service. Changed my hours at work and booked a half day so I could be in for an 8am-1pm appointment. I called them at 11:30am to ask if they were coming and the agent said yes, by 1pm. At 1:30pm they still didn’t show up and after half an hour on hold I gave up. Phone line directs you to web chat and WhatsApp, both of which direct you to the phone line as they are overloaded (presumably by people calling in because the appointments have been missed. Why bother making appointments if you’re not going to turn up? Shut down the company.

I live in a flat owned by homes plus (Stafford and rural homes). Sureserve have the contract to service their boilers. I received a letter from them with a appointment for today. (28/5/25) So,I booked a day off work. My I waited,and then I saw their van parked outside. Then,the driver came out of another flat that's situated in the same block as mine, walked to his van,then drove off. So I phoned the number on the letter they sent me,and told them. She said,"oh, it's been cancelled". Well thank you very much for not telling me. I've only lost a day's pay. Her response to that was, "we sent you a letter". "We're not responsible for the post". What's the point in sending a tennent a cancellation letter, after the appointment day? They may not post the letters themselves,but they are still responsible for letting me know any changes to appointments. She used the excuse for the cancellation on lack of contact details. Well,they had enough details to make the appointment. And if they had contacted homesplus regarding the cancellation by phone call,they could have told me BEFORE THE APPOINTMENT DATE. I found the call centre operative incompetent, unprofessional,rude,and it's quite obvious that she shouldn't be doing the job she's doing. I've made a official complaint regarding her behaviour to homesplus. Hopefully,other people will do the same,and it'll affect their contract.

Worst company. Never show up to appointments. Terrible customer service. Pretty sure the engineers have no clue what they’re doing. I have no idea how this company is still around. Over the last few months they’ve failed to show for over 10 appointments and they don’t even bother to call and let you know. No doubt they’ll show up another day without checking to see if I’m in because that’s how dumb they are. Avoid them if you want to keep your sanity because they will drive you insane.

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.

Everything possible is wrong with this company. You cannot get through on the phone. Have to wait and wait and WAIT. I have had numerous engineers to repair my boiler over the past five months and last week no hot water. Engineer came and said he needed a part but did not even look at the boiler. said he would order one and contact me. NO. I could not get through till late on Friday afternoon for an update but was told nothing could be done until Monday as electrical department closed. This was at 4.30. So no hot water for another three days at least. Now this is the case for a week. Terrible company.

first appointment canceled by them after i stayed in the second appointment 8 weeks later th\ey cancelled by them they think ok to email night before appointment after 6pm another day of and now they have made appointment 11 weeks from now without speaking to me

I would give no stars but I have to give one to leave a review. Worst service, I waited at home then received a text message stating they attended but could not gain access. I have a ring doorbell, no one attended. I called customer services to ask why I had received a bullshit Text message stating no access when that was a lie, they stated he could not find the address, so I said why didn’t he call instead of stating something untrue, no answer to the question. I was informed he would call me bearing in mind he stated he came at 11:45 it’s now 12:01and no call, but if he tried to attend he would be on the road next to my house so why is it taking so long for him to call. It was a lie he was not coming and thought he would tell the office no access to cover himself

Three appts made by the company they didn’t turn up for any of them . Then sent me a threatening letter stating I had not allowed access for the gas safety check! The letter has no contact details for them so no direct right of reply for me . Then they contacted the council and said they couldn’t get access. The lengths this company will go to with their imaginary engineers attending beggars belief. Wondering if they are charging the council for these imaginary visits. Have raised complaint with council. Outrageous behaviour

DISGUSTING - Meter has been capped with no prior notification. No note left on meter, no phone call, no card put through letter box. The reason I know it is sureserve is because a neighbour saw them. DISGUSTING. NOW LEFT WITH NO HEATING OR HOT WATER AND NO GAS TO COOKER. It is Saturday and when I called emergency line advised it unlikely they will attend on a Saturday! I was not home when they randomly turned up for a gas safety check. Even Cadent checked and no gas leak or anything.

Have a private boiler maintenance and service contract originally with Swale. Been trying to get my boiler repaired since before 21st March. Absolute catalogue of errors by Sureserve from ordering wrong parts, not turning up to appointments cancelling the job entirely, having to reorder parts them getting the wrong ones. Boiler was still working, just dripping a bit, after engineers visit unable to use it at all. Now into 3rd week with no heating or hot water. I am a 75 year old lady on her own and vulnerable. Can't contact them, phone calls not returned. emailed 3 times, no answer, whats app, no answer, Live chat doesnt work, Customer Portal doesnt work. Absolutely disgusted.

The engineers who attended Guinness SW3 (12th time now), were not given the full info from their managers, regarding the dangerous repair, condemned by GasSafety board register, as no scaffolding in place to correct the boiler flue bodge, however, I hope they both getting double bubble for turning out on B H Monday. Hopefully it will be safe on 13th attempt unlucky for some.

If this is the company that has changed name from arron services I would totally not recommend them I'm a disabled man an have been left without hot water or heating for 13 days now as of Mon 5th May 2025.....

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

Sureserve Heating have taken over Swale Heating. As a private client of theirs, I have a contract with them to service my boiler and repair it should work need doing. Well it does. The company came out last week but I have still been without hot water or heating for over a week now. The service I have thus far received has been nothing short of appalling. David Paton

There is no way to contact the company. The lines are busy all the time.

Sureserve = No Serve We have a SEVERELY leaking boiler and after 4 visits from their Engineers they FINALLY said we need a NEW boiler. Their Engineer came out almost 2 weeks ago to do the survey saying we will hear back with a start date. STILL NO CONTACT. I rang again this morning and was cut off. I am sick to death of this Company. Perhaps a call to Meridian news is in order, I'm sure Sureserve won't want MORE bad publicity.

"0" Stars for their service and customer service. Engineer never showed and customer service is appalling, they can't even transfer a call without cutting you off every time. How these people are in business god only knows. I wouldn't touch them with a barge pole.

I am L&Q tenant for many years and recently they have co-joined with this company Sureserve. I have various disabilities and these people came to my home during me being admitted to hospital and capped my gas they left no indication it was them either. I watched back my doir camera where their member of start on a Saturday morning wore black clothes to cap my gas system. When I contacted their customer services after speaking to L&Q they then rudely on both occasions told me that there was nothing they could do for me. All my life I have never been treated so badly especially regarding my mental health and health issues in my country and I will not stop until this disgraceful company conduct is known to all agencies including seeking legal representation to pursue them as this is not acceptable and under the discrimination housing acts 2010 they should be struck off in even running a company in such a disgraceful manner. I advise no one in the whole of England to have anything to do with this company at all as they are commiting serious violations daily!

Formally Aaron services. Same devil different face. Been without heating now for over a week. Been out three times & it’s just excuse after excuse about wrong parts. If you need your boiler fixed DO NOT CALL this company. I have a daughter registered with disability’s & two autistic children in the house so this was meant to be put down as an emergency. All you will hear from office staff is I will escalate the job. They will tell you that they will call you but NEVER do, you have to keep calling them. If we have registered disability’s in the house & over a week still have not had it fixed then hold tight to anyone else. Read all their reviews & they speak for themselves. One star is far more than they deserve.