Swale Heating Reviews

Name: Swale Heating
Rating: 1.56

1.6 Rating 163 Reviews

13 %

of reviewers recommend Swale Heating

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1.6

Based on 163 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.4 out of 5

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Swale Heating 1 star review on 2nd October 2024

Karen

Anonymous

Anonymous // 01/01/2019

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“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 8 months 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 9 months ago

“Alfie from Swale came round and serviced my boiler on the day specified he was very clean polite and professional Thanks”

Helpful Report

Posted 9 months 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 10 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.”

Helpful Report

Posted 10 months 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 10 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 ??”

Helpful Report

Posted 10 months 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 10 months 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 10 months 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 10 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”

Helpful Report

Posted 11 months ago

“Faisal Haroon visited me twice to solve the many issues with my boiler. If Faisal is who comes to help you when you are cold, you are blessed. His knowledge is deep, and his manner kind and understanding. He went beyond to even fix and bleed the radiators and now my old boiler is fixed and serving me well, and I can have the hot bath I have been longing for. All the stars for the service.”

Helpful Report

Posted 1 year ago

“I had my reservations about swale heating due to my appointment being cancelled and being told the engineer was hospitalized. It seems to be the common excuse given going by the reviews. However, I had a very HUMAN engineer named Adam who came out today to resolve the issues. He was detailed and empathetic. He ensured issues was fixed and took ownership of the job. I can only wish the company will train their other staff to emulate Adam’s dedication.”

Helpful Report

Posted 1 year ago

“Swale Heating are Lazy Bun Rough so called Contractors I texted then on What's App I asked them to come I had no heating or hot water they asked me to go and check the gas supply they made me into a gas contractor I rang Codent Gas what Swale Heating had told me to go and check my gas supply I wS told to Report about Swale Heating as by Law it is extremely dangerous to tell someone to go and check the gas supply without the person not being gas contractor I could have blown the place yes Swale Heating asked me to go check my Gas Supply too lazy too lazy to do anything when their contractor came to check the boiler he was so rough looking with a rough looking he was in his behavior was degrading embarrassing he came into my house stood there did not want to lift or do anything ask me to move the flowers everything it was so lazy a very big brute rough looking and smell it bad shouted at me what was wrong with the boiler when I told him there was a leak is screamed and shouted at me where was elite coming from show me the leak now to tell the public was either contractor or was even contractor that was degrading behavior and extremely embarrassing doing it in my house screaming and shouting at me”

Helpful Report

Posted 1 year ago

“I didn't want to put any stars in because i am not happy with the service we had a new boiler put in on the 5th September they were here for 13 and half hours and they left our premises without checking if the heating was working as we found out two half weeks ago with no heating we reported this to the company and we have had a few people to come to our premises to try and sort out the problem which they couldn't find the problem they supposed to make good but they broke the bath panel then hid it with a towel. also where they took the expansion tank out they left big holes its an eye sore I wouldn't recommend this company at all I want a new bath panel and the holes covered not a happy customer from Ian n18 2ne”

Helpful Report

Posted 1 year ago

“They were supposed to install a new heating unit in January. It is now nearly November. They either don't show up, or they show up with the wrong part or they show up and say they now need to carry out an assessment to see which part is suitable. Then they tell me they will contact me, once that part has been delivered. Then they contact me to say they now have the spare part and could I call back and select option 2. Of course they know fully well that their phone system doesn't even work so you can press option 2 until the cows come home. It's an absolute nightmare trying to contact them and you will spend hours on the phone. No idea how these cowboys manage to get contracts. As others have reported here, they are totally dishonest thieves and liars”

Helpful Report

Posted 1 year ago

“Had a new boiler put in and pipes going under the flooring, gas safety check was cancelled for the next day. A few weeks later smelt gas called emergency gas people who came out and said the leak had been there since the new boiler had put in the leak is from the pipe under the floor in my kids bedroom 😱 called Swale heating as they put the boiler in etc put me on a 24 hour call out.. nothing .. then it was on a 48 hour call out then someone turned up to turn gas off which was done by sgn the day they come out… dodgy pipe work, slow gas leak for weeks, I’ve had to chase them..said there be out today to fix it hope so as no heating or cooker Cowboy company putting our lives at risk”

Helpful Report

Posted 1 year ago

“Worst company to work for thieves!”

Helpful Report

Posted 1 year ago

“Still waiting for our service reports a from 2018 and 2019. Can't seem to communicate with you, messages come up saying 'oops system is not working'.”

Helpful Report

Posted 1 year ago

“Never used this company because they have spelt their name wrong it should be S... Heating. They have a lucrative contract with Clarion Housing, and they have worked out a great scam. They are paid for emergency callouts, and on arrival will turn off any appliances or water any leaks and leave!! They will then say sorry can't stay and do any work because I have more visits to do. I don't know why they bring their tools into the house because they have no intention of doing any work. I know people who called them out many times and this is always the case, sometimes leaving their client without heating or hot water for many weeks. They don't care because they've been paid, and will continually be paid many 10's of pounds just driving from customer to customer. I should imagine if they do 40 callouts a day, at £50 each, that's £1000 a day for turning off the water tap. You call Clarion Housing and they just say we have a long-term contract with Swale Heating, and therefore we cannot send anyone from another firm. Of course private clients, would just refuse to pay them anything. The other joke is if you call the private client they say on their website they offer a 24/7 service, and then you get an email back saying we will call within 24 hours. What an awful joke of a company. I can thoroughly recommend London Plumbers and heating Ltd (07475) 011972. They will always give you an excellent service. Regards Francis”

Helpful Report

Posted 1 year ago

Swale Heating is rated 1.6 based on 163 reviews