Sureserve Reviews 7,660

Rafael was absolutely brilliant! He was on time, communicated very well and was so polite. You could not ask for a better service!

Grant McNeil made contact the day before the appointment. He asked for photos to check the existing set up and that he had all the correct fittings. He texted me 20mins before he arrived to let me know he was in his way. The installation is neat and he cleared everything away afterwards. He is professional and very pleasant to deal with.

First time having to use Sureserve since they took over our HIU maintenance from Swale Heating. On Easter Monday last week, I noticed a significant leak that soaked the carpet, so I called their line only to be told by their out-of-hours team (given the bank holiday) that our building is only listed for service, not repairs. This is incorrect, but the emergency team doesn't seem to know or be able to do anything about it.

I ended up isolating the hot water myself to stop the leak inside the HIU and called Sureserve again the next working day, who sent out an engineer who had a look and logged the parts to be replaced.

A couple of days later, I called customer service again and was told the parts were on order, so I was told to wait till "early next week". I called again the following Monday, and was told the same, that they're on order, but not received yet. It's now Wednesday, 10 days (7 working days) after the leak occured, and I called again only to be told that the parts were requested, but that Evinox didn't respond. To me that sounds like the parts were NOT ordered yet and I'm in for even longer of a wait to get hot water running again. There doesn't seem to be any urgency in chasing this. No hot water should be an ASAP repair, not something that takes over a week (and counting) to address.

EDIT: 15 days and counting... still being told they don't have the part. We're still without hot water.

EDIT: 17 days and counting.

Derek Doyle came and fitted my meter.
Very polite and help full left everything has he found it highly recommend him

Ali was very quick and efficient with the appointment, gave a lot of information on what he was going to do and also after when he finished so I knew how it worked. Did a great job. 👏🏽

Dominic is a great Engineer. Done the job with no hassle and get everything in working order. No mess around left. Explained everything we need to know to operate new smart meter. Thank you very much. Well done. Well recommended.

Engineer called to let me know he was on the way, showed his id badge straight away at door. Very respectful of my property and kept me informed of what he was doing. I would say that Stephen Howe is a credit to sureserve

Prompt service, polite engineer. Tidied after and explained all I needed to know.

We had an engineer visit our home before Easter to be told we mustn't use our emersion heater/boiler as it is unsafe and we would recieve a phonecall to arrange for the new part to be fitted either before the Easter bank holiday or just after.Didnt receive a call before Easter and patiently waited until the middle of the following week before deciding to phone sureserve myself to be told they have the part and someone will phone soon to again arrange for the repair to be done.We waited until Friday morning before I frustratedly phoned again and after expressing my concerns I was told an engineer would be arriving at our property that very afternoon between 12:00/17:00.After waiting all afternoon I phoned again at 17:00 to be told the engineer will not be attending even though the sureserve van was seen driving past our property late that Friday afternoon. so we were left with no hot water/heating again for the weekend. I was told we would receive a priority phonecall first thing Monday morning but yet again no phonecall. I phoned again that Monday morning extremely anoid and spoke to the North West office to be told the operator would take charge of this matter ,speak to the South West Department on our behalf and phone back.No phone call Monday afternoon so I phoned again to be told no one from the Liverpool office can sort this out,the previous operator shouldn't of said what he said and that I need to speak to the South West department. So I did, expressed my feelings about how bad this company is and the amount of disorganisation to be told an engineer will be attending this Monday afternoon.I said we have had no notification of this and realistically could of been out for the whole afternoon.So we finally had the part fitted but the lack of communication and the disorganisation is disgraceful

Dominic was very informative and would say he is credit to the company he gave me a great insight in how the meter would be installed both taking out the old one and installing new one , he was clean and tidyed all mess up whilst keeping me updated with his progress

Great service & communication.
Friendly Engineer.

A great experience from start to finish: Installation of Gas smart meter by Sureserve engineer Dominic.
He contacted me the day before my appointment to check my address and to give me an idea of timings. On the day, he managed to come early due to a cancellation and was in touch so I knew what was happening. Friendly and courteous, tidy neat work, explained the process along the way where needed and set up the smart energy device to see my usage.
A credit to the company. Thank you.

My engineer Stephen howe was fab. Gave me all the information i needed and was very professional and efficient. No issues at all. Really pleased

Horrendous company with zero respect for people's property and "engineers" , which i use that term lightly, leave water leaking from boilers and say nothing to the tenants. Annual service attended 26th March, right hand block corroded and leaking BUT despite ordering the part to return on the 10th April the service guy said absolutely nothing to us and closed everything up and left, the ONLY advice given was he's ordered the part to return, nothing further. We then go away for 2 days assuming all is well, fast forward a few days after we return and we start to notice a wet bedroom carpet, we open the boiler cupboard and we find what only can be described as a small river, heavy water leak and the whole cupboard absolutely sodden with water through the floor and potentially onto the electrics underneath and within the cupboard, we now have a bedroom carpet of an area of a few square meters to dry out and clean, shelving in that cupboard to be replaced all at our cost!!
The response from this company is nothing short of an arrogant joke.

We can supply a heater to dry it out, too late as I've already done that as would anyone with any common sense!

You need to contact the council as it wasn't leaking when he left and an inspection beforehand by said council didn't mention any leaking boiler, I can assure you on that inspection nobody looked in there!

Claim on your contents insurance!!!! Why on earth should we do that, your arrogance from so called supervisors is worrying to say the least.

This is the best bit about this whole experience, the day after you returned to fix the unfortunate, bad and coincidental leak you have sent us a copy of the annual service report and low and behold on the report it states clearly " BOILER LEAKING AND PARTS ORDERED"
Now tbh we were just going to let it slide and replace the cupboard shelving ourselves and have a company clean the carpet for around £100 BUT not now you've sent us a copy of his report clearly stating it was leaking on his departure and hes said absolutely nothing to us the tenants, we will be taking this further starting with an email im just sending all CEO's of this joke of a company, attempt to report the so called engineer to any relevant trade boards for poor workmanship, his individual details are on the report so we have them and hope nobody else suffers with this lot. Unfortunately I can tell you know these lot are worse than Gas safe, wasn't sure that was possible but with a lot of the same staff its understandable.
PS...I've forgotten to mention the 3 visits it took to replace a standard cap end on the kitchen radiator and told us to put a bowl under it till you could source the stock 😂😂

We won't be leaving this complaint out of principle now we've seen that report, Sureserve and previously GasSafe seem to think they can treat council tenants like dirt and leave customers to deal with the cowboy "installers" they use without any sort of comeback, at least im safe in the knowledge that he will "learn from this and his lack of communication yet it definitely wasn't leaking when he left"...The report says otherwise so thanks for sending us a copy of it
Looking forward to see what the response of Sureserve North is from Graham Levinson and those directly beneath him and go from there, you will be replacing that shelving and getting that carpet cleaned professionally as a bare minimum.

I have been without heating and hot water on and off for 3 years
In the last 3 months I have had 8 no show appointments with out any communication 5 different engineers not one of them had a clue what they were doing, its always ill order another part because they don’t know how to fix it
Until MATT came last Friday he popped some solution through and I finally have hot water and a few radiators are workin he called me back to ask how it’s going with everything. He has booked another appointment for asap he seems to be the only engineer they have sent that knows what he is doing I’m very happy with his customer service he was very polite and explained everything to me I only hope they send him back again not someone else fingers crossed

Several times they were coming but never turned up. After waiting in all day! We have had no heating or hot water for 8 weeks now. My husband is essential care. But nothing. I would never recommend these people. Guinness Trust need to review their services. They are appalling. AND we are still freezing 🥶 shocking ,disgusting.....prone to pneumonia...if he ends up with it I will be taking these lazy incompetent idiots to court.
Absolutely disgusted and cold

The engineer Marcus Webster arrived promptly was very friendly and explained in an easy way what he needed to do to change the meter. He was charming, professional and we were very pleased and would welcome him again. Again before leaving he explained in detail how to read the new meter. Definitely a rating of 10 out 10 for him.

Unreliable and unprofessional. They was supposed to turn up today to do a annual gas safety check. They never even turned up or got in touch, despite me waiting in all day today Saturday. A full day wasted. You state that its a legal obligation for you to do a gas check, but yet you don't even turn up! Disgraceful.

Efficient and friendly service from James Forde