Swale Heating Reviews

Name: Swale Heating
Rating: 1.45

1.5 Rating 205 Reviews

10 %

of reviewers recommend Swale Heating

Company Reviews

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1.5

Based on 205 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.3 out of 5

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Swale Heating 1 star review on 2nd October 2024

Karen

Anonymous

Anonymous // 01/01/2019

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

“Why arrange an appointment for the morning then message me saying it’s now an all day appointment. CRAP I had other things arrange for the day and took the day off for the appointment. SORT IT OUT”

Helpful Report

Posted 9 months ago

“Swale Heating did the annual boiler inspection which the engineer assured me had passed all tests. Weeks later they sent another letter for an annual inspection. I explained the inspection had already been done. Then they sent another engineer out who announced the boiler would have to be completely stripped. I tried phoning and emailing them but to no avail. I call a total scam on this.”

Helpful Report

Posted 10 months ago

“Swale have removed all my trustpilot reviews illegally and they have bought 100s of fake reviews their score has gone from less that one to 4.4 in a year. Please be aware this company sabotage your heating and never repair it. They charged my landlord for three pumps in a year and I had to move out after having no working heat for a year. This company is very unprofessional and lie .”

Helpful Report

Posted 10 months ago

“Got date for a service. I used their portal to rebook,and got confirmation of changed appointment. Now get a text for a completely different date. I just checked email received when i rebooked. What's wrong with them?”

Helpful Report

Posted 11 months ago

“My landlords use them as contractors. Their work is mediocre and they refuse to communicate about appointments.”

Helpful Report

Posted 11 months ago

“We have been with this company for a few years now and so far they have turned up on time for our annual boiler service and the couple of minor repairs were completed in good time. However this years service and repair to a leak coming out of the overflow pipe, booked for 28th February 2024, was cancelled at short notice as the engineer was sick. Last years appointment for our service was cancelled for the same reason! The engineer came on 12th March but did not have the correct part. The next earliest available appointment was today 5th June. The engineer fitted a new valve which stopped the leak. However, an hour after he had left I checked the new valve to find a leak which which was dripping onto my floor inside the cupboard that houses the boiler. I used WhatsApp to message Swale assuming the engineer would come back to rectify the issue. Their response was they would send an engineer in SIX days, 11th June to ' look into the slight leak'. I contacted them again to complain and they said I had told them the leak was containable which hadn't. They are now looking into sending someone if they have a cancellation. It probably just needs the joint tightening slightly but I'm not going to touch it for obvious reasons.”

Helpful Report

Posted 11 months ago

“Everytime dealing with this company is stressful !!! I'm housing association so no choice if I did I would never use them seems unqualified engineers waiting for them today and even before turning up dreading it STAY CLEAR bunch of cowboys”

Helpful Report

Posted 1 year ago

“All we wanted was a new boiler installed in our new home but the damage caused during the process of making it operational was unbelievable. Unnecessary floods, new water tank installed then leak through ceiling where the job hadn't been completed satisfactorily, carpet ruined, stress related illness, no heating for 2 winters. In all about 30 different engineers involved most of whom were pleasant and helpful but unable to help when their job sheets had no history of what was the problem. Now after 2 years I noticed all the repaired pipes have leaks so another ruined carpet and how to get in touch with anyone? Been hanging on phone line for ever......I am now going to insist on compensation as I don't want this company any where near my house.”

Helpful Report

Posted 1 year ago

“You are all cowboys you are not coming to my home again not for service”

Helpful Report

Posted 1 year ago

“Spent nearly 10k having a new system installed by Swale. Straight away we had issues with the smart heating system. Swale's reply not our issue we just installed it. They basically said after numerous calls and an area manager visit. If the boiler goes wrong then I have to contact the manufacturer, if there is a fault with the radiator I have to contact the manufacturer, and the exact same reply for the smart hearing system. This company happily took 10k and then fobbed me off straight away. The installation team was second to none absolute expert's in plumbing but the customer care from the office is dreadful. Go elsewhere, trust me.”

Helpful Report

Posted 1 year ago

“You are very poor for service no heating or hot water easter weekend”

Helpful Report

Posted 1 year ago

“Don't use this company. We were warned but fell for it. For four years we have happily paid a rising amount for a service contract and they have serviced our boiler accordingly. This year we booked our annual service and paid for it and a week later received a call demanding more money as the boiler is in their words "out of warranty". They seem unable to explain this to us on the phone but have gladly cancelled the service and refunded our money. We are left with a thermostat that we have never understood that has never been replaced despite us asking (the engineers that came never understood it either). Seems to us that we have been dropped because as the boiler ages they are in more danger of having to repair it! Its a shame we have to even give them one star.”

Helpful Report

Posted 1 year ago

“YOU ARE THE WORST COMPANY EVER. BOOKED A DAY AND TIME, THEN CANCELLED WITH MY CAREWORKER. WHEN WE RANG THE OFFICE WE WERE LITTRALLY CALLED LIARS AND TOLD THAT WE MISSED THE APPOINTMENT, AN ARGUMENT WAS STARTED WITH ME CALLING THEM BLOODY LIARS ETC. THEY BOOKED ME IN AGAIN, THE DRIVER TURNNED UP AT 4.36 AND AFTER 1/2 WAS STILL OUTSIDE IN HIS VAN,WHEN ASKED WHY HE SAID HE IS WAITING ON ANOTHER PERSON BECAUSE IT IS A 2 MAN JOB. SO WE CALLED THE OFFICE AND A MAN CALLED DEAN STATED BECAUSE I WAS AGGRESIVE OVER THE PHONE THEY NEEDED 2 PEOPLE, WHAT A JOKE. THEY JUST DONT LIKE BEING QUESTIONED AND CHALLENGED AND THINK THEY CAN WALK OVER PEOPLE. I REFUSED SAYING ONLY ONE PERSON WILL ENTER THE PROPERTY, SO THEY TOLD THE DRIVER TO LEAVE. PLEASE PEOPLE WHAT CAN I DO. I HAVE PICS AND VIDS OF ALL OF THIS. THANKS...”

Helpful Report

Posted 1 year ago

“This company is a total shambles in the way they treat customers ion urgent matters like npo hot water or heating. They book appts after you have taken time off work and do not even bother to call to say they will not be able to come. Very unprofessional shoddy company. I will be writing to the HA to check their reviews and get other quotes from other professional establishments to service their customers. After all, we are paying. We should have reviews of these firms to see hpow they are and if not up to standard residents can choose another company. Have a choice!! It is now 10.30pm at night and no one has turned up or messaged to say not coming. I have an 82 year old mother staying wiuuth me and it made no difference especially when their engineer messed up and the heating was not working. All weekend with no heating or hot water . I will be making a formal complaint to HA and Swale Heating”

Helpful Report

Posted 1 year ago

“WHAT A SHAMBOLIC COMPANY - the only reason I can think of why Social Housing providers use their service is that they must undercut the tender pricing side the impact of this is poor customer service. No point in complaining as it is never acknowledged or responded to. How can there customer satisfaction be the figures they say they are - how is this data being collated. To me too many HA contracts and not enough staff to do works. I have so many BOOKED APPOINTMENTS CANCELLED THE EVENING BEFORE - which is as good as a chocolate teapot as the morning/afternoon has already been booked off from your work to accommodate and adhere to the rules of your tenancy. If Swale had to pay people for the amount of time taken off and rebooked their bank balance would be on a minus. Do they even have a Complaints Team as it looks like this is swept under the carpet. SO I ASK ALL - HAVE YOU EVER DONE A WRITTEN COMPLAINT/ VIA POSTAL AND EMAIL AND NOT HAD THE DECENCY OF A RESPONSE. To be honest the HA should be held responsible as well as they appoint these useless contractors and there seems to be very little KPI or benchmarking of their performance. It is all hidden internally to make them appear to adhering to the percentages attached. In reality I doubt if they even attain above 30% from what I have had to put up with as a small example. I encourage everyone to hold your HA accountable and if you dont get a response from SWALE raise it to you Chief Executive of your HA - promise you it works wonders - if that fails then write to all the board members.”

Helpful Report

Posted 1 year ago

“If I could give this company -100000 stars out of 5 I would. We reported that our boiler stopped working on 5 January to our housing association (L&Q). We had no hot water and NO heating. We have spent a small fortune trying to heat our house with electric heaters. We have a 10 year old child living at the property and a woman with bronchitis, made worse by the cold (coughing up blood). Both L&Q and Swale were repeatedly made aware of this. L&Q have a contract with Swale Heating to service our area for boiler repairs, presumably because they get some sick sense of joy out of tormenting their tenants with such abysmal service provided by Swale. Swale were booked to come to our house on 8 January. They did not come. They also didn't inform us they were not coming. We had to call them to find this out and no reason was given by Swale for why they cancelled the appointment and didn't tell us. They then said they would come on 10 January. Again they didn't come and we had to call them to find this out. First we were told that the engineer booked for the appointment was sick on that day (how this is even remotely our problem, I don't know), then we were told (on 11 January when we called again) that actually the engineer had simply run out of time to attend our appointment on 10 January because his earlier ones had run over for the day. It was also not until 10 January that someone dropped off some more electric heaters for us to use. Swale apparently could not book us in again until 17 January because there were a "high number of boiler issues in our area". No consideration given at all for the fact that a minor and a sick and vulnerable person were residing at the house with no heating or hot water for nearly a week already at that point. Now, you may be thinking "surely these guys wouldn't cancel on these people FOR THE THIRD TIME, like completely imbecilic monkeys. That would be absurd". However, rest assured that they were consistent in their failure to do anything they say they will do. Somehow, despite the second rescheduling being made BY Swale on 10 January for 17 January, they called us for 10 seconds on 17 January and left a voicemail telling us our appointment couldn't be completed and to call them back to reschedule. This time the pathetic excuse given was that the repair required a specialist engineer (how they would even know this considering nobody had attended the property to even carry out a check is beyond me), who wasn't on hand on the day of our appointment which Swale had booked in 7 days prior. When queried why it wasn't ensured that the right type of engineer would be available to attend the appointment that was booked on 10 January Swale simply told us that we should query everything with L&Q because we had raised a complaint with them about this situation on 11 January and refused to provide an adequate explanation as to how this situation happened. The advisor on the phone, someone called Jeanette, also ended the call "because there's nothing more" she could do for us. We had no confidence that the engineer would indeed actually appear on the date of the FOURTH appointment made in TWO WEEKS by that point to fix our boiler so we could HAVE HOT WATER AND HEATING in our home so we queried whether we could pay to hire another company to attend our property and fix the issue instead. L&Q advised us that this would mean that they would not be able to fix any future boiler issues and we would have to pay out of pocket for this and could become liable for things like gas leaks etc. Essentially we are held hostage to stick with Swale despite them being allergic to being competent. We had raised a complaint with L&Q on 11 January but it was not until we called them again on 17 January that we were advised that Swale had WAY surpassed their SLAs for the type of issue we had. They should have attended the property and resolved the issue within 5 working days AT MOST. By this point it had already been 8 working days and nearly two full weeks after we initially reported the boiler failure to L&Q. Again I repeat that in this entire time WE HAD NO HOT WATER OR HEATING IN THE HOUSE. An engineer did miraculously appear on 18 January and was able to fix the problem in less than an hour. So we have been freezing to death in our own home for no good reason, Swale canceled on us THREE times because of their own incompetence. If you are not held hostage to use them by your housing association, avoid at all costs. You will be left without a repair or even a visit to the property for an undetermined period of time because Swale do not care about delivering on the appointments THEY book in for you. I will absolutely be pushing this complaint forward all the way to the ombudsman. Swale do not care if you freeze in your own home, can't take a hot shower or properly dry your clothes in the winter. You will be left to suffer.”

Helpful Report

Posted 1 year ago

“As a Clarion tenant and council house/housing assoc tenant for some 35 years and say that of all the heating services I have had they are the worst . Ridiculous 8 hour slots ( I've white goods/furniture delivered with a phone call to say they will be 10 mins - Swale heating cannot do this apparently so hence the 8 hour waits. To add insult to injury I have no heating at the moment and it will be 48 hours before they can attend !! I believe that as a social housing tenant we are given a second rate service”

Helpful Report

Posted 1 year ago

“Its been 12 days and i’ve been left with no heating or hot water. I have 3 children, 2 are under 5 and are classed as vulnerable. The first appointment the engineer wouldnt even look at the boiler because it chucked out the smallest amount of hot water (which was the last time it did that might i add). The next appointment i was at my childs school when they turned up, i asked if they could wait 5 minutes as i was round the corner he said ‘ill see what i can do’ and buggered off. Was then not given an appointment until a week later to be told at 6pm that the engineer wouldnt be coming as he called in sick. Its the next day and im on the phone on hold (have been for the past hour) because the engineer yet again has not turned up. Its going to be -4 degrees tonight. We’re going to freeze our tits off. Thanks Swale, from your frozen customers.”

Helpful Report

Posted 1 year ago

“5 weeks ago took anual leave waited in all day they came at 8pm, I have a boiler leak he spent 3mins in my house used glue to seal the leak advised me not to put heating on for 4hrs. I waited until morning to turn it on when I got in from work the boilleers was leaking again. I called to let them know they said someone would would call to make another appointment 3 weeks later appointment was made for today again took another day off work waited all day its now 8.40pm no one has come. This company is a joke and totally incompetent with no customer service.”

Helpful Report

Posted 1 year ago

“They are so useless, every time they come out to do an annual service check they make things worse and the water doesn't work properly or heating. When doing the radiators they burnt the carpets, when they sent a carpenter out to do a box around pipes that was awful and came apart straight away. I have been asking for a manager to call me for the last week and no one has called back they don't put notes on the system. It has caused alot of stress”

Helpful Report

Posted 1 year ago

Swale Heating is rated 1.5 based on 205 reviews