Sureserve Energy Services Meters Ltd reviews & trust report
Sureserve Energy Services Meters Ltd is a leading provider of solutions aimed at enhancing energy efficiency and safety in residential properties. The company specializes in delivering affordable heating, compliance, and energy-saving services tailored for housing associations and local authorities. By focusing on innovative approaches to social housing, Sureserve aims to create warm and safe homes that significantly improve the quality of life for residents.
With a portfolio that includes established heating, compliance, and renewable energy companies, Sureserve is equipped to manage stock surveying, maintenance, and retrofitting projects effectively. The company's commitment to sustainability is evident in its efforts to support the decarbonization of social housing, ensuring that its clients can meet both regulatory requirements and environmental goals.
Sureserve Energy Services Meters Ltd has a poor customer experience.
Sureserve Energy Services Meters Ltd faces significant criticism from consumers, with a staggering 85% of reviews rating the company poorly. Many reviewers express frustration over missed appointments and unprofessional behavior from staff, describing experiences with rude engineers and a lack of communication.
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Complaints about the company's reliability are rampant, with customers detailing long waits for service and last-minute cancellations. However, there are a few positive remarks regarding the installation of smart meters, with some engineers praised for their professionalism and thoroughness during the process. Despite these isolated positive experiences, the overwhelming sentiment reflects dissatisfaction with the company's service quality and customer care. Overall, the majority view is decidedly negative.
Each source counts by its number of reviews. Only reviews written by people are scored.
Rating, volume, share of the score, six-month trend and fake-review risk for each source
Source
Rating
Reviews
Weight
6-mo
Fake risk
★
Trustpilot
Imported Trustpilot reviews
1.5
48
100%
+0.8
● Low
1.5 / 5 overall
=
48 reviews across 1 scored source
How fake risk works ⓘ
Reputation trend
Monthly average rating from reviews written by people · latest review Jul 2025.
Last 3 months
1.8▲ 0.8
12-month avg
1.5
All-time
1.5
Category avg
4.2
Monthly averageCategory average
Monthly average rating and review count
Month
Average
Reviews
Feb 25
1.0
1
Mar 25
1.0
9
Apr 25
1.0
5
May 25
1.3
14
Jun 25
2.3
9
Jul 25
2.0
10
What people praise & complain about
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 48 most recent reviews.
Top praiseof 6 positive reviews
Delivery67%
4 mentions
Professionalism50%
3 mentions
Friendly staff33%
2 mentions
Helpful support33%
2 mentions
“Smart meter installed this morning by engineer Scott Jenkins”
On “Delivery” · Jul 10, 2025
Top complaintsof 41 negative reviews
Customer service51%
21 mentions
Cancellation15%
6 mentions
Payment issues10%
4 mentions
Waste of time7%
3 mentions
“The most rude person
The worker assigned to repair the water tank to my neighbor which was causing leak on over wate...”
On “Customer service” · Jul 8, 2025
How it compares
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Utilities.
Overall rating and review count for this company and similar companies
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.
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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 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
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
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.
1 star is a compliment for this lot. Swale heating bad and now it seems swale and Sureserve have joined forces and still cant even do something so simple as to ring a doorbell but instead very eager to get the (we called) card in the door and run!!
Sureserve formerly GasCall still as incompetent as ever
Sureserve formerly GasCall. Company used by Eastlight housing. I rebooked safety check appointment due to work commitments and they still turned up on original date and posted a missed appointment card. Called to check they're still coming today, on date agreed and told no record of appointment change. I asked them to check their call log (which apparently calls are recorded for training purposes) she refused. Asked to record a complaint which she also refused, can only make complaint to the landlord.
My daughter, also with Eastlight has endured a year of GasCall incompetence and faulty heating system. Damage to her personal property, mess left behind, unsightly pipework installation, recurring issues with her boiler and heating system which are still ongoing. Being lied to about what works done and each engineer accusing the previous of being useless. Good job she's at home with a baby because she'd never be able to have so much time off work with all the appointments. It's caused her so much stress she actually hates her home now and regrets moving in. The issues have been going on from the moment she moved in a year ago.
After a review for swale heating as unable to make contact I find taken over by Sureserve.
A person called David told me to call 0800 193 3002 so I can book in the work required outstanding since a boiler service in February which showed need a new pressure valve.
Well it's impossible to get an answer on this number so how can I book this work?
Tried again this morning and get message welcome to sureserve...please hold while we try to connect you.
How long am I expected to hold...1 minute 3 minutes half an hour???
Even tried to book via a portal but after putting in all info says awaiting approval...still waiting!!!!
How can I get this work booked if totally unable to get hold of anyone!!!
UPDATE
I have cancelled Ddfor monthly service. Contacted a local plummer who came out in a few days checked part needed ordered it and fitted it today.
He will now take over and do any work and annual services.
This is my corrected review.
I had made a few mistakes in the last one.
Trustpilot,
Why do you keep SURESERVE on your site, with such a poor rate? 100% of 1star !!!
If prospective customers do not read the reviews and trust your name, they will apply to that company because your name make them feel safe.
I have been with Swale Heating for ten years and never had any trouble for the first eight years.
Agents at the Customer Service were polite and the engineers were obliging and efficient.
Also, SWHT provided certificates and reports of the services and repairs.
This year I have had on and off heating and lukewarm water since November, (6 very cold months).
The error L3 showed on the boiler and was well documented with its causes on the Internet.
I am 76 years old and have suffer respiratory problems in the past. I was told by one agent that I was not an emergency as my heating was working from time to time and I could enjoy cold to lukewarm water, also from time to time.
Indeed I had to endure quite a few cold showers. I had to reset the boiler and put the pressure up every time before showering to get some 15*C water, by the time I put the soap on, I had to rinse with freezing water.
I am actually paying for a PREMIUM Cover.
I do not know what qualifications the engineers have.
On all the engineers I had, 2 tried their best, Nickie and Warren. However, even they, couldn't mend the boiler.
One of the engineers Blaise didn't even open the boiler and said he hadn't a clue about what was wrong with it and would send another colleague.
The agent told me that Blaise reported my boiler working, so nobody came. On his second visit, he took a part out of the boiler. This made the water pour down when I tried to put the pressure up. That meant no heater and freezing water, freezing shower again.
I've asked many times to have the same engineers so as to get the necessary continuing service. However, this option was denied. What a waste of time!
Only once did I have Nickie and Warren come back. After his colleague had come back without all the parts Warren had put for order, Warren came back with only some parts, as the others hadn't been ordered. He made a few alterations to the boiler but still, the fault remained
That is when he had the idea of taking the heat exchanger out and clean it. Unfortunately, he couldn't clean it properly, so he said he would come back with a new one and was sure that would mend the boiler.
Two days later, I got a quote from SURESERVE asking me to pay £306 to replace the heat exchanger. Now, that heat exchanger cost, new, £31 in B&Q up to £88 in Toolstation. Warren took no more than a half hour to take the old one out and put it back in after attempting to clean it..
Premium Cover is advertised with parts and labour included (not followed by please see exclusions in T&Cs).
Now SURESERVE, (I believe, as I can't remember seeing these when I apply to Swale Heating) have added quite few exclusions to the "parts and labour included" clause in there terms and conditions! The heat exchanger is one of them.
When I phoned SURESERVE about the quote, the agent was quite rude, talked over me, extremely condescending when I pointed out that there were some discrepancies between their advert, and their lack of concern and responsibility.
He finished by saying that if I wasn't happy I could go elsewhere, something that I had already been told by another agent when I tried to book an emergency appointment. The latter actually put the phone down on me after uttering the sentence. The previous one closed my account although I have paid until the 3rd of April.
He also laughed at me when I suggested I should have a refund of my Premium Cover as the boiler issue hadn't been not resolved since November. " I don't think so, you can always tried" he said with a giggle.
This is only a part of the hardship I have suffered. However, this is starting to look like a novel so I will stop here hoping I have given enough info.
Absolute joke of a company, leak from boiler reported 3 months ago engineer came out said it needs new part and then 4 appointments later all no shows and it's still not fixed now they are saying it will require a new boiler due to the damage caused by them leaving it leaking for so long.
Now getting them to fit the new boiler is the impossible task nobody in this company talks to each other multiple phone calls a day from diffrent departments all telling me diffrent things and still no boiler.
Asked for multiple call backs from mangers and you guessed it all ignored and nothing fixed
DONT USE THIS COMPANY YOU WILL REGRET IT!!!
Spent 6 months waiting for my British insulation schemes survey to them they turn around and tell me they don’t work on listed properties. I made it clear from day 1 with the surveyor that it was listed I also told multiple staff members at everwaem/sure serve about this. They have cancelled my case and left me back at square one.
Leak from pipe under the boiler 4 weeks ago. Still not fixed. Engineer attended after 2 weeks. They cancelled the first appointment due to parts not received. Next appointment no one attended. Still waiting for the job to be completed. I have not received any communication since 25th February. Telephone waiting times can take up to 30 minutes and more. Rude customer service. No apologies. They do not deserve any stars. The job is still outstanding.
Sureserve Energy Services Meters Ltd is a leading provider of solutions aimed at enhancing energy efficiency and safety in residential properties. The company specializes in delivering affordable heating, compliance, and energy-saving services tailored for housing associations and local authorities. By focusing on innovative approaches to social housing, Sureserve aims to create warm and safe homes that significantly improve the quality of life for residents.
With a portfolio that includes established heating, compliance, and renewable energy companies, Sureserve is equipped to manage stock surveying, maintenance, and retrofitting projects effectively. The company's commitment to sustainability is evident in its efforts to support the decarbonization of social housing, ensuring that its clients can meet both regulatory requirements and environmental goals.
