Sureserve Reviews 7,664

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

We had our Scottish Power smart meter installation done by James Force.

He kept us posted on his likely arrival time from the evening before and when he had set off and was on his way.

He told us he was likely to be early, which suited us and meant we had more of our day available for everything else.

The installation was quick and efficient and he was happy to answer ouy questions on the in home display.

Overall unusually good service.

The engineer, Grant McNeil, texted us first thing to tell us what time to expect him, which was great communication and very useful for us. He then arrived on time - amazing considering he had a 4 hour journey to get to our remote area
He was friendly, very professional and did an extremely high quality job. We are very pleased with his work.

Pleasant worker, informative, polite and on time
Chris Wemyss

Richard Notley EDF was Polite, respectful and offered constructive advice and explained how everything works.

2nd appointment no one turned up. No courtesy to call.

The guys were friendly and cheery. On time. Worked quickly and efficiently. Did a great job.

Dominic called the day before to confirm times, arrived as agreed and got the job done, leaving the site clean. He had a challenge finding space for the meter but worked through it methodically and left the wiring much neater than it was before he started.

On the 30th March, a Sureserve engineer came to my address to carry out a gas safety check. It was somewhere between 2pm-4pm. He was on the phone for most of the visit, I'm guessing to another engineer, as he made reference to there being nobody in Folkestone area that day. The gas safety check was carried out within 15 minutes. He advised me that everything was ok, and he left.
A few days later, I received a letter stating I had missed the appointment and another one had been booked for me on the 7th April. I rang Sureserve and was informed there was no record of the check being done. I assured the advisor it had been completed and asked for management to chase up the engineer, as this would be the easiest option. I then contacted an advisor on whatsapp to ensure this would be carried out. I was told the details would be passed on to management.
Today, I have had another letter, advising me that legal action will be taken if I deny access to my property to carry out the safety check. Again, I rang Sureserve to be told the same information, there is no record of the engineer coming on the 30th March. Apparently this issue has been sent to management but they have not yet responded.
Sureserve can easily find out which engineer attended my home by looking at the job records. It is not me who hasn't complied, its the engineer!
I have now had to book another appointment which is a 5 hour slot, due to incompetence. I would have rather battled this out, but the customer service is awful, and they are always going to cover eachothers backs; and I would be the one facing legal proceedings.
Absolutely fuming!

Dominic was extremely pleasant & very competent at his job. He contacted us by phone previously to the appointment & clarified everything. he left the work area very clean & tidy & completed his job very cheerfully.
Dominic again explained everything regarding the next steps.
Extremely happy

Paul arrived within the appt time he was friendly, helpful and tidy. My 2 new smart meters were fitted in an hour and I was shown how the display worked and given links to videos showing how to use the display

Was booked an appt by my landlord with this company for a check. Got a text with appt for the following day. I contacted them by WhatsApp and advised I will be at work, additionally I am in the middle of moving out. I said to contact the landlord and sort with them after I have moved out. Instead, they still sent the guy who kept ringing my doorbell and banging on my door making my teenage daughter panic and unsettling my dog. I contacted them AGAIN and got a very rude person via WhatsApp throwing a "legal" threat at me. If you do not stop turning up after ive told you im not in, I will report the company to trading standards for harassment. Ive made a very reasonable request to book with the landlord in 2 weeks time.

Having been a satisfied customer of Swale Heating for around 20 years, the purchase of the company by Sureserve has been the worst possible thing to happen to the high level of service its customers used to receive.
Having had a problem with two radiators not warming up when the heating was on and a leaking towel radiator, I had more no-shows for appointments made than appointments actually attended.
Having dealt with Edward Stewart in their customer services department, who promised to take a personal interest in the matter, there were still no shows. He also stated he would deal with a financial redress for such poor service once the matter was resolved. Guess what, since the matter seems to have been resolved, I have now had no replies whatsoever from either him or his colleague Sabina Moreea.
As such, I have no alternative but to leave this review and recommend private customers steer well clear of this company.

Steven Howe was prompt,polite,friendly and efficient.

Engineer Stephen Howe was very professional and explained everything to me

Glen was absolutely amazing. He turned up really early as had to travel from Hertfordshire and he was so jolly and happy singing away as he got on with replacing my boiler. He was efficient and really tidy. So happy with him. Really lovely happy chappy. I would highly recommend him and the company