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 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.
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.
Summary generated with AI from recent reviews
Each source counts by its number of reviews. Only reviews written by people are scored.
| Source | Rating | Reviews | Weight | 6-mo | Fake risk |
|---|---|---|---|---|---|
Trustpilot Imported Trustpilot reviews | 1.5 | 48 | 100% | +0.8 | ● Low |
Monthly average rating from reviews written by people · latest review Jul 2025.
| 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 |
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 48 most recent reviews.
“Smart meter installed this morning by engineer Scott Jenkins”
“The most rude person The worker assigned to repair the water tank to my neighbor which was causing leak on over wate...”
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Utilities.
| Company | Overall | Legit | Service | Delivery | Trend | Reviews |
|---|---|---|---|---|---|---|
| 1.5 out of 5 (poor) | 100 out of 100 | 1.5 out of 5 (poor) | 2.5 out of 5 (poor) | — | 48 |
| 4.4 out of 5 (good) | 100 out of 100 | 4.6 out of 5 (good) | — | — | 1,000 | |
| 4.5 out of 5 (good) | 100 out of 100 | 4.8 out of 5 (good) | 4.7 out of 5 (good) | — | 1,000 | |
| 4.4 out of 5 (good) | 100 out of 100 | 4.5 out of 5 (good) | — | — | 999 | |
| 4.6 out of 5 (good) | 100 out of 100 | 4.5 out of 5 (good) | 4.6 out of 5 (good) | — | 696 |
Bottom line: Sureserve Energy Services Meters Ltd is #5 of 5 on overall rating in this group. On service, Wessex Water scores higher (4.8 vs 1.5).
48 reviews of Sureserve Energy Services Meters Ltd. Filter by what matters to you.
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. 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.
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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.
Absolutely awful! Disgusted with their service. 2 appointments booked in for my yearly gas safety certificate and noone turned up for either even though I had confirmation on the day more than once that an engineer had been allocated my job. I've been trying to book it for 2 months. I only have to stay with them because of my landlord. Otherwise I would have chosen someone else!
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.
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