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Swale Heating Reviews

1.6 Rating 132 Reviews

13 %

of reviewers recommend Swale Heating

Company Reviews

1.6

Based on 132 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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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

“The engineer , Daniel , was on time , very professional , tidy and bang on time with a phone call to let us know he was on his way 10 out of 10 , thank you Swale and thank you Daniel”

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

“I emailed Swale Heating in the morning letting them know I had a problem with the boiler and within an hour received a phone call to book an engineer that afternoon. He turned up promptly was very friendly and informative and fixed the boiler within half an hour. Fantastic service as always from everyone at Swale Heating”

Posted 4 years ago

“Incompetent”

Posted 4 years ago

“Had annual service in Nov.2019, no issues. Two weeks later, issues with some radiators not heating properly despite bleeding them. Engineer called yesterday to check radiators etc.. and informed me the system needs balancing, draining down each radiator individually to check the system. Emailed this info. to the office today. At about 4pm. loud noises and knocking sounds coming from the boiler, immediately switced it off and attempted to call the office on both phone. nos. using to phones.Waited, waited and waited, 40 minutes on hold,of course no reply. This company must be one of theworst for so called customer services. In the end emailed with the issue and am awaiting reply. Having paid two payments of £80 a time prior to the jobs being undertaken somehow feel taken for a ride. Will wait and see the outcome.”

Posted 4 years ago

“We have an annual service plan which includes an annual boiler service. In three years Swale have failed to notify us for our annual service and we have to chase them every step. We have LPG so need an LPG trained engineer last year they sent a non LPG engineer out. This year we chased for appointment only to have them cancel twice! On 3rd appointment the engineer literally didn’t have a Scooby doo about our boiler, when I asked him what time the settings were for he said he had no idea it had a clock!..hardly filled me with confidence!..he checked if any leaks, tested hot water and left. Next morning woke to plenty hot water but no heating!..Phoned Swale obviously angry as was only a routine service and boiler was working perfectly up to day of service!..Phoned up and after usual 20 minute wait to get through they were going to send same man the next day..Eh no, I don’t damn well think so says I...I finally got to speak to the regional manager and he sent someone out to me within the hour who sorted the problem caused by the incompetent man from day before. We will now be cancelling our service agreement with Swale and will find a local company who can offer a decent service.”

Posted 4 years ago

“I am completely appalled once again by Swale Heating. My advice to any person considering using this company is please DO NOT USE SWALE HEATING. From the simple installation of a new boiler and radiators there has been nothing but incompetency from start to finish. And now in less than a year since installation my boiler is losing pressure, and I am now looking to replace the 3rd thermostat as I am told it could be a "bad batch" - completely and utterly unacceptable!!! On requesting a new thermostat to be fitted as still under guarantee and broken on two previous occasions (the last one only fitted 5 weeks ago) I specifically requested the engineer arrived with the part and of course on two occasions they didn't, I have now been told that the next available appointment is in January 2020. Added to which because the brand new boiler has been losing pressure since installation the Swale Heating Engineer requested a leak sealant be added without consulting me or having the courtesy to say that I would be charged for this and I have now been invoiced £91 for something I did not request. Swale Heating now tell me that they will not fit the 3rd faulty thermostat without me paying for the leak sealant that was ordered by their engineer without my consent. How is this company actually functioning? Ultimately I am now left still under guarantee with no functioning heating system and staff that do not communicate with each other. I will not accept somebody on the end of the phone (having waited in a queue once again for 50 minutes) saying sorry. This company need to be held responsible for the way they treat their customers.”

Posted 4 years ago

“I have had very varying experiences with swale heating some very negative indeed. However I have had a good response recently when the boiler broke down and also today when I had the annual service done. The engineer was pleasant and as far as I could tell did the job competently.”

Posted 4 years ago

“Been left with only one room with heating in the house for a week already not able to come until 5 dec really bad service No concern that there is a disabled person living here Very bad company if I had a choice I would stay well away”

Posted 4 years ago

“Happy at this years annual service engineer very knowlegable and efficient”

Posted 4 years ago

“Poor customer service. Swale Heating were supposed to send round an engineer today to make good an earlier sub standard installation they had carried out. They were aware it was going to take most of the day but when the engineer turned up this morning they had allowed him only 1 hour. In the circumstances the engineer left saying the office would have to book a fresh appointment. A total waste of my time and sub standard installation still not fixed.”

Posted 4 years ago

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Swale Heating is rated 1.6 based on 132 reviews