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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

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

“One star is too much for such an unprofessional company which operates on deception and does not value human rights. They capped my meter knowing well that they didn’t give me and appointment. Their system doesn’t show the appointment I made and they failed to attend nor does it show their so called 3 attempts appointments before they cap the meter so on what basis did the engineer cap my meter? To make matters worse after attending my property and capping my meter leaving me with NO hot water at all, they refused to send an engineer to uncap my meter today and the refused to put me on the phone to their manager. This company is unprofessional and does not regard or value human life or right. I will take this to the press and social media and further.”

Posted 1 year ago

“One of the worst companies. Their engineers tell lies. They say they come to your property while u are waiting all DAY. No one turns up. They take pictures of ANY flats entrance,except yours to say that they came to yours. I am waiting 3 days for emergency service,because of having venerable person in the house. The absolutely worst company. If it was possible to give 0 star rating, it would still be too much for this company. Why is this company still allowed to have council contract when they are just SO unprofessional? I have had their workman sat in his van for 10 minutes on his phone, got out & went to the side of his van. Got back inside & drove off. Not even bothering to ring the bell. I saw this from my window. I rang the council to tell them what had happened, they rang swale & was told that No one was home!!??. It took 3 appointments for someone to come & do the gas safety check.”

Posted 2 years ago

“Incompetent”

Posted 4 years 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.”

Posted 3 months 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.”

Posted 3 months ago

“I rang swale heating on behalf off my 80 year old mother we brought her home from hospital after having operation.Her heating was not working was told they would be out the next day ,at the time they were meant to arrive they cancelled the appointment as the engineer called in sick my mother had an afternoon appointment so surely they would know before the appointment time .I rang them back and told that this is not good enough it’s the coldest time of the year surely you have more than one engineer but was told no we have booked your mother in for tomorrow.I told him if anything happens to my mother due to being left cold I will not be happy I think this company is disgraceful all companies have emergency appointments well most do ??”

Posted 3 months ago

“After reading hundreds of complaints about Swale Heating it just proves I was right to complaint to thrm but they IGNORED it .They have tried to civeruo everything with LIES when one of the Unprofessional workers turned up and my home on 2nd day LATE after not even turning up the 1st day making me wait in all day for nothing. I made my concerns and complaints and told my Landlord of 29 years ONE HOUSING what happened & i was forced go move out of my home for 5 days because of Swale Heating UNDER TRAINED member of staff.They havd tried to pass the busk back to my landlord to sort out. How Dare They SWALE HEATING when they caused the problem they now have till FRIDAY to resolve this matter or Ill gladly take a legal/ test case against them and SUE for £10.000 plus costs to Expose them.They are fit for this work even their staff complaint about them .Cowboys that indangor lives. Swale Heating you have till Friday 21st oct 2022 5pm .This is your last Warning. How dare you indangor my life and others and hoe dare you ignore my concerns & complaint. This is between me and you not my landlord .YOUR THE PROBLEM SWALE HEATING .Please do not waste your time using this company or its unsafe/under trained staff AVOID SWALE HEATING at all costs .It could just safe your life by NOT using thrm & using a more professional Company .”

Posted 1 year ago

“Have been waiting a year for my flue to be cemented in outside. First time didn't show up 2nd time turned up late without a long enough ladder. Waited a month for my apt today which was supposed to be between 12 and 1.30 they are still not here. No one answers the phone absolute joke”

Posted 1 year ago

“They come round order a part come back a week later, change the part that part doesn't fix it. Must be another part needed. I had 7 new parts fitted with no joy before they said they'll send an expert in. I thought they were all experts? I've had 2 days off work waiting for an engineer who no shows. Avoid these crooks at all costs.”

Posted 1 year ago

“ALL the Staff at this company Swale Heating that I have tried to resolve a complaint about an Unprofessional worker of theirs are all just as bad.I will be seeking press to Expose them & intending to take legal action.Aldo please if you are a tenant and yoyr landlord contracts this company & therefore give your personal details then your landlord is causing a Data Breach which you can take legal action.Im Dusgusting that a company like these dangerous people had my personnal information .I demanded they Delete which they say they have.However if I find out they kept my details Ill SUE .AVIOD SWALE HEATING even their CEO Mr Edwards cant be trusted.It seems they like to coverup all their wrongs .”

Posted 1 year ago

“Every year these people make an appointment for me without contacting me, to see if it is convenient. I contacted them telling them that this years time and day they had made for the appointment was not convenient (less than a weeks notice ALWAYS), then this morning, someone turns up. I don't know how he got in, but a huge bloke was banging on my door and he clearly wasn't happy when I said that I had cancelled this appointment last week. I felt obliged to let the angry man in. WHY ARE SWALE INCAPABLE OF SENDING A LETTER ASKING PEOPLE TO CONTACT THEM RE A SUITABLE TIME? WHAT IS WRONG WITH THIS COMPANY? I made them very aware that I have a health issue and need to know the dates and times of works. I AM ABSOLUTELY FURIOUS This is not what is known as customer service This is bullying tactics so SWALE can get what they want, I'm guessing MONEY, awful!”

Posted 1 year 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

“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

“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

“Had a new boiler fitted in summer and all seemed good until it got cold and I started to use it. Problems started immediately with screaming noises and vibrations that the neighbors could hear! Contacted Swale to send someone to check t, but was informed that I would be charged for a call out as I hadn't taken out their contract! . When l queried the guarantee I was told that this was with the boiler company, and Swale were basically washing their hands of it once it was in and they had been paid! I have no issues with paying for a service but you expect a new appliance to work at least for the first year and on principle I object to a charge to fix faulty workmanship or equipment! The attitude of the person who took my call did little to help the situation. I do hope the call was recorded for training purposes!!I will take out a contract elsewhere. Meantime I will be asking trading standards to look into this mess and would advise anyone to give Swale heating a miss.”

Posted 4 years ago

“I only wish it was possible to mark zero starts! Despite having an expensive maintenance contract in place with this company, I have now been WITHOUT HEATING AND HOT WATER FOR OVER 4 WEEKS, the temperature outside was -5 last night! Their customer service staff are rude and unhelpful and their engineers are totally useless. They have visited 5 times now (5 days off work for me) and still not managed to repair the boiler. Every time they attend they say they have to order parts, then they return to fit the said parts and they are the wrong parts. It is so cold in my house that the back door is completely frozen shut! I have never felt so let down by a company and I urge anyone who is considering getting their boiler repaired not to choose this company. They fix you into a contract for repair and then simply do not care about fixing the issue.”

Posted 6 years 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”

Posted 2 months 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”

Posted 3 months ago

“They dont answer the phones even in an emergency, they dont listen to you particularly as a female, they lie, they make you feel as if you are stupid, they are horrendous beyond belief!!!!!”

Posted 1 year ago

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Swale Heating is rated 1.6 based on 132 reviews