To be honest, like a lot of other people, I felt Swale Heating were going downhill in terms of their service towards individuals with contracts (rather than the housing associations they also support)... Ver mais
A empresa respondeu
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Leia as opiniões dos outros
We had a boiler check, when he went the water was warm, perfectly ok before. Another guy came 2 days later and said it was the thermostat and replaced the thermostat upstairs, still warm. Another guy... Ver mais
A empresa respondeu
Service carried out promptly with minimum disruption and subsequent repairs which were required were completed within the week and on the agreed date and time. Excellent service
A empresa respondeu
Big thanks to Dan Gordon who arrived on time . He proceeded to identify the issue and set about the repair. It was great that he kept me informed as to what was being done . He also identified a furth... Ver mais
A empresa respondeu
Informações sobre a empresa
Sobre Swale Heating
Escrito pela empresa
Swale Heating are relied on to keep over 140,000 households across London, the South East and East Anglia safe and warm. We provide expert, independent guidance in choosing the best heating and boiler systems & products available today and have over 50 years’ experience of installing and maintaining them, offering great value boiler install services and repairs, every day of every year.
Services we offer;
Boiler installation
Renewable heating solutions
Boiler cover and service plans
Repairs
Services we offer;
Boiler installation
Renewable heating solutions
Boiler cover and service plans
Repairs
Informações de contacto
Crossways Point 15, Crossways Industrial Estate, DA2 6DT, Dartford, Reino Unido
- 08001933002
- sales@swaleheating.com
- www.swaleheating.com
3,6
Aceitável
8 mil opiniões
Sem histórico recente de solicitação de opiniões
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👎 never answer the phone
Never answer the phone, wait times are ridiculous. Very poor service
20 de novembro de 2025
Opinião espontânea
Resposta da Swale Heating
Jasmine,
We apologise for the long wait times and poor phone service. We'll address this to improve our customer support. Thank you.
Contact customercare@sureserve.co.uk if you have any questions.
Kind regards,
Customer Care Team
My score is based on the fact that I…
My score is based on the fact that I had to get in touch to get an appointment for my annual service, it used to be the other way round.
The engineer was very polite and friendly, I would have him call again.
20 de novembro de 2025
Opinião espontânea
Resposta da Swale Heating
.Ritabenstead ,
We appreciate your feedback and are happy the engineer was polite. We're sorry you had to contact us to schedule your annual service and will review our processes.
Contact customercare@sureserve.co.uk if you have any questions.
Kind regards,
Customer Care Team
friendly efficient service
8 de outubro de 2025
Opinião espontânea
Resposta da Swale Heating
Thank you for your kind review
Customer Care Team
Easy to book appointment
Easy to book appointment. Engineer arrived on time and did a thorough job.
1 de setembro de 2025
Opinião espontânea
Resposta da Swale Heating
James Roger Broughton,
We're happy to hear that booking was easy and our engineer was thorough. Thank you for your positive feedback!
Kind regards,
Customer Care Team
Took photo's of gas cooker and gas fire…
Took photo's of gas cooker and gas fire but never turned them on to check if they are safe
17 de outubro de 2025
Opinião espontânea
Resposta da Swale Heating
Bill Belton,
We appreciate your feedback and regret that the safety check was incomplete. We will review our procedures.
If you would like to contact customercare@sureserve.co.uk with your details we will look into this further for you
Kind regards,
Customer Care Team
Terrible customer service
Terrible customer service! Have submitted a complaint and not received a response. Paid every month yet not received reminder that service is due. Service then booked and engineer on site less than 5 minutes. Appalling and will be cancelling.
18 de setembro de 2025
Opinião espontânea
Resposta da Swale Heating
Deb,
We're sorry to hear about the issues you faced. We appreciate you bringing this to our attention. Contact customercare@sureserve.co.uk We'll investigate your complaint and work to improve our service and communication.
Kind regards,
Customer Care Team
Customer service - you'll be lucky to get it.
We were happy with the engineers who called to complete the work on our boiler. First visit responding to call out because boiler kept turning off. Second visit to complete annual service of system.
The work was fine, but trying to phone customer service was a tortuous experience. The first two times I phoned I did not actually get to speak to anyone despite holding on for a very long. Third time lucky, but, again, having to hang on for ages.
When the company was Swale Heating the customer could book a service on the website instead of trying to phone to do so. Customer service was much better then on all points.
I would suggest the new business invests more money in improving the customer service before customers look elsewhere. Employ more people and improve the website.
23 de outubro de 2025
Opinião espontânea
Resposta da Swale Heating
Ray Loftus ,
We appreciate your feedback and are happy the engineers met your expectations. We regret you experienced difficulty contacting customer service. We're taking steps to improve our phone service and website to make booking easier.
Contact customercare@sureserve.co.uk if you have any questions.
Kind regards,
Customer Care Team
Resposta da Swale Heating
David Daisley,
We're glad our service met your expectations with its promptness and effectiveness. We appreciate your feedback very much.
Contact customercare@sureserve.co.uk if you have any questions.
Kind regards,
Customer Care Team
Dissatisfied and disappointed.
I have been a very satisfied customer of Swale Heating for many years. However, on this occasion I am far from satisfied. I have not received the service I needed. I have found it difficult to make contact in recent years and today I waited for half an hour for my call to be answered and had to listen to a recording telling me how service has improved since the amalgamation of two companies! What a joke! I am elderly, live alone, temperatures have tumbled and my boiler isn’t working properly despite a recent service. That all, it seems, counts for nothing.
19 de novembro de 2025
Opinião espontânea
Resposta da Swale Heating
Cherida Lee,
We're sorry to hear about the issues you've experienced, especially given your long-standing custom. We appreciate you bringing to our attention the difficulty you had contacting us and the boiler problem.
Please send your address details to privateservice@swaleheating.com and someone will contact you to arrange a visit.
Kind regards,
Customer Care Team
Engineer was punctual and efficient…
Engineer was punctual and efficient only problem with Swale heating is the phone lines. I ended up ringing sales to arrange appointment.
29 de setembro de 2025
Opinião espontânea
Resposta da Swale Heating
Customer june,
We appreciate your feedback and are happy the engineer was punctual and efficient. We regret you had trouble with our phone lines when scheduling your Swale heating appointment and will look into it.
Kind regards,
Customer Care Team
Uncontrollable hot water
Fault, unable to control hot water temperature
First visit, Cylinder stat changed. No change
Second visit, Engineer found fault with Thee way valve. Doesn't carry spare.
Third visit, Three way valve fitted.Still NO change. We are having to control water temperature with boiler control. That's ok but now the ambient temperature has dropped considerably this week, we have had to increase boiler temperature to bring on radiators. We now have scalding hot tap water which is dangerous. Been unable to contact you yet as we have had health issues which have involved visits and stay in hospital, but this is unacceptable situation and needs to be addressed ASAP before one of us gets burnt. We are at home now so an appointment can be made. Personally think it's a processor fault.
29 de outubro de 2025
Opinião espontânea
Resposta da Swale Heating
Hi Paul,
We appreciate you bringing this to our attention and are sorry you've experienced this issue with your hot water temperature. We understand the multiple visits without resolution and the potential safety hazard this creates are unacceptable. We want to resolve this urgently.
Please send your address details to privateservice@swaleheating.com and someone will contact you to arrange a visit.
Kind regards,
Customer Care Team
Would have nice to be told of the…
Would have nice to be told of the joining of companies!
My annual service would not have happened if I had not - eventually got through to an operator who was quite insensitive to the fact I had waited five (5) weeks for the visit and in fact suggested I could cancel!!
Not very happy.
28 de outubro de 2025
Opinião espontânea
Resposta da Swale Heating
Mr John Stephens,
We regret that our communication about the company changes and your service scheduling fell short of expectations. We'll review this to improve our customer experience. Thanks for your feedback.
Contact customercare@sureserve.co.uk if you have any questions.
Kind regards,
Customer Care Team
None existent customer care
This company has been taken over this year and extortionate how great their new service is. As a long standing central heating cover customer i
can truly say there is now no service. My paid for annual service has not happened. Cannot get any replies from any advertised support cintact route. Tried ti even call their 'emergency' line and no answer after 20 minutes. Waste of money DO NOT USE.
19 de novembro de 2025
Opinião espontânea
Resposta da Swale Heating
Mike,
We appreciate you bringing this to our attention. We're sorry to hear about the difficulties you've experienced with our service and the lack of communication. We'll investigate these issues to improve our customer support and service delivery. Thank you for your feedback.
Please send your address details to privateservice@swaleheating.com and someone will contact you to arrange a visit.
Kind regards,
Customer Care Team
I had to ask for a service
I had to ask for a service, the person on the phone wasn’t too sure why.
The engineer arrived and was very quick, didn’t check the ventilation or gas hob.
When he left I asked for the service form, and no it’s all done electronically but I would receive a copy in the post. Still have received it.
No where near as good as the Swale Heating before they were taken over.
23 de setembro de 2025
Opinião espontânea
Resposta da Swale Heating
Sharon,
We appreciate your feedback and regret to hear about the issues with your service and the lack of communication. We're sorry the engineer didn't meet expectations and for the missing service form. We'll investigate these concerns.
Please send your address details to privateservice@swaleheating.com and we can check to make sure your certificate is sent.
Kind regards,
Customer Care Team
It was very hard to contact you
It was very hard to contact you, we had tried to phone and email. As Swale you were brilliant. We never heard from you for our annual service last year 2024. We realised this when our service was due this year 2025. We finally managed to contact via instagram. Not being tech people this was new.
The service went well and we are up to date again.
3 de outubro de 2025
Opinião espontânea
Resposta da Swale Heating
Philip Baker,
We regret the difficulty you experienced reaching us for your service last year. We appreciate your feedback and are addressing our communication. We're glad the service went well this year.
Contact customercare@sureserve.co.uk if you have any questions.
Kind regards,
Customer Care Team
Engineer very helpful and polite.
Engineer very helpful and polite.
My sole issue is with the call handling and follow through. First call handler was not helpful, spoke with monotone voice and didn’t seem at all engaged with helping sort my problem, I felt I had to lead the conversation.Second handler was more helpful but didn’t seem concerned that I had to chase my repair progress or apologise for the delay. Compared to previous contact I was very disappointed with the whole customer service experience
14 de novembro de 2025
Opinião espontânea
Resposta da Swale Heating
Chris,
We appreciate your feedback and are glad the engineer was helpful. We're sorry our call handling didn't meet expectations and that you had to chase your repair. We'll address this to improve our customer service experience.
Contact customercare@sureserve.co.uk if you have any questions.
Kind regards,
Customer Care Team
Hard to speak to a Human.we are not all…
Hard to speak to a Human.we are not all computer savi I am 78 and use an I pad.the list at the beginning of your phone is ridiculous.
2 de outubro de 2025
Opinião espontânea
Resposta da Swale Heating
Ann Grubb,
We appreciate your feedback and apologise that reaching a person was difficult. We'll review our phone system to make it more user-friendly.
Contact customercare@sureserve.co.uk if you have any questions.
Kind regards,
Customer Care Team
Still no heating after 2 months
Still no heating after 2 months. Today's engineer did not turn up - no message or info from anybody. Another 30 minutes on the phone waiting .... waiting. Original service incomplete and inadequate.
19 de novembro de 2025
Opinião espontânea
Resposta da Swale Heating
customer,
We regret that you're still without heating and that the engineer didn't arrive. We're sorry for the long wait times and the incomplete service. We'll investigate these issues.
Please send your address details to privateservice@swaleheating.com and someone will contact you to arrange a visit.
Kind regards,
Customer Care Team
Engineer was due today for annual…
Engineer was due today for annual boiler check. He has not arrived. Hopeless!
19 de novembro de 2025
Opinião espontânea
Resposta da Swale Heating
Customer,
We apologize that the engineer didn't arrive for your boiler check. We'll investigate to prevent this happening again. Thank you for your feedback.
Please send your address details to privateservice@swaleheating.com and someone will contact you to arrange a visit.
Kind regards,
Customer Care Team
Please refer to Ed Nugent who will tell…
Please refer to Ed Nugent who will tell you my problems with your firm.
1 de novembro de 2025
Opinião espontânea
Resposta da Swale Heating
janette,
We appreciate your feedback and will connect with the contact to address your concerns and improve our service.
Contact customercare@sureserve.co.uk if you have any questions.
Kind regards,
Customer Care Team
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