Called Swale Heating via Housing Association to advise them that we had no hot water or heating. We are a vunerable household of one frail 91 year old lady with dementia. A 60 year old with severe breathing problems and her husband who is 62 and partially disabled. After holding for nearly an hour I told the person what was happening and the error code on the boiler. This boiler was serviced in November 2022. I stated we are a very vunerable household and my 91 year mum who lives with us may have pneumonia. All of this was completely ignored by Swale. I rang back around 3pm same day (today 18th Jan 2023). The person who "finally" answered the phone said they had NOT been told that we were vunerable and were we aware that we had an appointment for the following day (19th Jan 2023!) No time given BUT the engineer would call us on the day. We are all frozen. I have recently been in hospital with severe chest issues and do Swale care? NO. My elderly mother is cold and her chest is getting worse. I hope she is not admitted as I will hold Swale responsible. Sort out and prioritise your vunerable customers first. I want this sorted by early morning on Thursday 19th Jan 2023. Your Head Office will be called first thing. NOT IMPRESSED