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Swale Heating Reviews

1.6 Rating 133 Reviews

13 %

of reviewers recommend Swale Heating

Company Reviews

1.6

Based on 133 reviews


Shipping & Delivery
Delivery Methods	Courier, Own Driver
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I had to give one star to be able to write a review, but I don't think Swale are worthy of one star. The experiences I've had over the past ten years in arranging a boiler service have been far from satisfactory. If I had had a problem I would not feel confident that it would have been sorted efficiently and I will not be renewing a contract with them when my warranty expires next year. I get the impression that they either have too many customers for their staff to manage, or they are incompetent, or their system of operating is poor. I have again today experienced a situation which should not have happened and I am a very unsatisfied customer.”

Posted 2 years ago

“No heating or hot water since before Christmas despite multiple visits. Sigh.”

Posted 2 years ago

“Absolutely ridiculous customer service, no heating or hot water for ages.”

Posted 2 years ago

“they dont turn up for appointments, have been without hot water or heating for more than 10 days. i made arrangements to stay at home and they just don't show up, this is also a new boiler that stopped working after less than a year.”

Posted 2 years ago

“four appointments from them, l took times off from work to wait for them , they still never turn up and only once they left an excuse at the last minute at their failling appointment. I can only give them Minus Zero ( - 0 ) STAR.”

Posted 2 years ago

“The problem I have had with this company is they don't turn up to the appointments they make. They give you an appointment slot which is either all morning or all afternoon and they just don't turn up. It's now been at least 6 times they have failed to show up for an appoinment although recently they have had the decency to let me know they couldn't make the appoinment time. I'm still under threat of legal action from my landlord who claims to understand the difficulty I'm having despite warning me I'm about to receive an injunction for not granting access, a conversation which was had inside my home while granting access to the landlord so I really don't understand this situation. I don't understand why I'm being prosecuted or why they want to take me to court, it's like they don't understand I'm human or how they are impacting my life and welfare. No human would be able to treat someone like this and look them in the eye so why are swale doing it to vulnerable people who don't have a choice about the situation they are in.”

Posted 2 years ago

“I could not even get a quote for a boiler without first having work COMPLETED on a new consumer unit. Then got an explanation that made no sense about a quote only valid for 28 days. its a quote not a contract of work. If you cannot add into a quote 'on the proviso that recommended work be completed' then I got lucky by not using Swale. I'm also a potential customer not your mate, so having all emails starting 'Hi there' suggests the level of professionalism!”

Posted 2 years ago

“Avoid it. It takes 30 min to get thru customer service line moat of times. 7 attempts over 1 month to repair heating issue, still no heating. Left with no toilet water, no hot water and no heating for a week. Trying to charge me for work included in contract, fixed some issues but created more issues. Made an appt for this am, still waiting after 12pm, hopeless. If not sorted this week, will have to pay separately to get it sorted and try to claim back via ombudsman.”

Posted 2 years ago

“Our boiler has not been working since July and after 4 visits and 2 no shows including today it still not been fixed. After half an hour on phone to speak to someone we was told they tried to ring us to say they did not have the parts. This was a lie as no miss calls on my phone and no voice mail. I have now been told an appt is booked for October. Terrible service would not recommend but have no choice to use them as we are housing tenants extremely unhappy!!!!!!”

Posted 2 years ago

“Why do Swale Heating think it’s acceptable to leave an 87 year old woman with dementia , with no heating and no water for almost a week? To not call ? To lie when they are able to visit . Swale heating are a complete con. They need to be struck off and investigated . They name people’s lives a misery .”

Posted 2 years ago

“swale heating Left before completing the job. No heating in the bathroom for a whole week, job still incomplete radiator leaning against the wall since 21st June 2021. Shape bracket's where the radiator should be, exposed. I've had the boiler serviced twice in the same week !!!!!!! Swale Heating, the worst company I have ever encountered. Use at your PERIL. Mean while the radiator still lean's against the wall......... 7 day's later. Sheila Austin”

Posted 2 years ago

“the engineers don't turn up to on the day they say they are going to turn up. twice in a row have i been waiting in all day and they don't bother turning up. this has happened many times before. a very unreliable unprofessional company. phoned them up to ask what going on and they say i have to wait for over another week , ive been without hotwater and heating for over a month already.”

Posted 2 years ago

“Can I give less than one star? This is the worst company I have ever dealt with. We had a whole heating system installed and within 2 years we needed a new part for the boiler. They cancelled 4 appointments in 2 months during January and February. When the engineer finally came, it took him 20 minutes to fix it. We then booked a boiler service, which we foolishly paid up front for and yet again they cancelled the booking. I get the feeling they don't have enough staff.”

Posted 3 years ago

“Poor customer service. Cover is not provided 24 hours as they claim. They blame Plumb Centre when they don't have the parts. Broken promises; if you hear "an engineer will be with you tomorrow morning" or "we'll reply within 24 hours" don't believe them.”

Posted 3 years ago

“Swale Heating made me ill Swale Heating made me ill. My flat is like an ice box because the central heating pump is broken. This has been intermittent for months and they should by now have had accurate notes of the problem on their system. Total time wasted listening to Swale recordings of "Please wait your call is very important to us" must be around 10 hours by now. They keep sending the same unhelpful incompetent person. On each occasion he walks around, just looking, holding on to his briefcase, doing literally nothing, takes a photo of the boiler at the end of each visit. Then he leaves saying he can neither fix it, tell what is wrong, nor tell me what he intends to do next. When I speak to an "agent" after listening to the recording for another hour, none of these agents have any idea what pain and frustration Swale Heating are causing to customers by running their business in such a shoddy manner.”

Posted 3 years ago

“Never again have stopped all works and asked for a surveyor to attend property never seen anything like it”

Posted 3 years ago

“We arranged to have a new boiler, new larger pipes and hot water tank installed in Oct 2019. The sales representative was very helpful but as soon as we agreed with the sale the customer service was atrocious. On the day of installation (should have been 2 - 3 days) the engineer turned up and immediately tried to put us off having larger pipes as it would be too much work for him. We were shocked as we had already paid for the service but he said it would be taken off our bill. We refused of course. The parts turned up on the day but many were missing so a few hours work was completed and the engineer left. The next day we had a different engineer turn up to carry on with the work. Parts turned up but still some were missing. A few hours work was done again putting the boiler in place and the engineer left. The next day (Friday) another different engineer turned up to carry on with the work. The hot water tank was now installed. As we had a new boiler installed we had to have a power flush. They ran out of time to do this on the Friday so said they would come back the following Tuesday to do this. The engineer turned up on Tuesday to do the flush without the equipment. The equipment was then delivered to him in bits so he had to build the machine then realised there was parts missing so couldn't do the flush. I had taken time off work for this so was extremely frustrated bear in mind the job was only meant to take 3 days maximum. We were now on day 5! The power flush was arranged for another day so I had to take more time off work. This time it was done successfully. By this time it was December 2019. Because of all the problems we had, we were given 12 months free cover. 1 year later (October 2020) and our new boiler was leaking. We called Swale who said that we were no longer their customer as our cover had expired. We looked at the paperwork with regard to the cover and although they agreed to this in Dec 2019, it expired in October (2 days before the leak). They were meant to write to us as a reminder to renew our cover but this didn't happen. We wish we had never gone with Swale. We have never experienced such bad and rude customer service from a Company. The reason why we have taken a year to write this review is because we gave them the benefit of the doubt due to receiving a free years cover but when this was not renewed and we received no notification, we decided enough was enough and we would call them out for the terrible company they are.”

Posted 3 years ago

“Do not use this company, we have had so many problems with Swale you would not believe it, it broke down over 8 times in the first year. We have had so many Parts replaced it would have been quicker to give us a new boiler, we don't have any central Heating for over a week in the winter. We keep having so many breakdowns that the engineers know us by our first names. They are the biggest Cowboy outfit that I have ever come across. Take this advice you have been warned don't moan when it happens to you.”

Posted 3 years ago

“Having been without heating or hot water for 7 days (last 2 of which were admittedly because we were not available on the day for which the parts and engineer could be arranged), following an ititial loss of heating on New Years eve, I feel it necessary to draw the attention of any-one reading these reviews to the lack of service from Swale support staff (the engineers are excellent when they eventually arrive!). For the record the initial fault had been admirably responded to, and fault diagnosed /fixed within 5 hours. However this may possibly have been only because we had a toddler in the house at the time and were classified as a vulnerable household. It was not reflected in ensuing faults and responses. Firstly, over the period including New Year, when the issue started, the average time (over around 10 calls) taken for a person to come on the phone was 10 minutes “ as we are experiencing a higher volume of calls than anticipated”. It would therefore seem that the call centre must be understaffed and/or they do not monitor their response times and adjust staffing accordingly? Secondly Swales strap line of "RELY ON US TO KEEP YOU WARM" cannot be relied on as it clearly relies on various of their other advertised/stated claims/positions such as : 1. We offer (for service) 365 days 24 hr. availability 2. We have a fully stocked team of service engineers able to repair breakdowns as quickly and efficiently as possible. 3. We (uniquely) store and deliver all our materials from our warehouse facility (in Sittingbourne?). 4. Our engineers are despatched ….in our fleet of modern comprehensively stocked vans Unfortunately from my experience: a. The 365/24 cover only seems to apply if its not a weekend and no spare parts are required b. The service engineers are not fully stocked; parts are not held in Swales warehouse and the vans are not comprehensively stocked, so repairs cannot be carried out as quickly and efficiently as possible When I raised these issues with senior staff and planners, when trying to expedite my repair, I was told that that they cannot be expected to stock/carry all parts and thus rely on Plumb Centre to provide spares as required. As this is usually within 36/48 hours (by the time parts availability is married with engineer availability), a similar delay is automatically built into any response time? For example, my initial fault resulted in a recommendation for a new pump, on 14-day delivery, followed by 28mm isolation valves being required which were on 2-day delivery. The latter only being required as an engineer had left the system with a broken valve when fitting the new pump. Such pumps and valves must be common to many systems and should arguably be carried on the “comprehensively stocked vans”. It would also seem that Swale have no mechanism in place for urgent procurement of standard spares (my parts were ex-stock from their suppliers) for prolonged /urgent issues, such as collection by an engineer or expedited delivery by supplier but rely on rigid adherence to “our Logistics Department” which is outside planners control and not open at weekends! Thirdly, be aware that if the engineer provides 2 electric heaters, verifies you have an immersion heater and gas fire (even only a decorative one), you will go to the back of any queue as you are deemed to have working heating and hot water! Swale planners etc. ignore the fact that it’s almost impossible to adequately heat a 4-bedroom house with only 2 off 2 kW fan heaters, refusing requests to prioritise/expedite issue “manually”!”

Posted 4 years ago

“This is the third winter in a row that Swale Heating have left my mother and father in law without working heating. They are in their 90s and Swales are aware of this. Swales fitted a new boiler in August 2019 and now will not send anyone to fix it for 6 days ! I'm going to move to British Gas.”

Posted 4 years ago

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Swale Heating is rated 1.6 based on 133 reviews