Sureserve Compliance South (Formerly K&T Heating) - Dartford

Victoria Y. P.

AVOID THIS COMPANY AT ALL COSTS!!!

Appalled is an understatement.
I was with Swale heating and my boiler has been a problem since I moved in less than two years ago, and things only got worse after Sureserve Compliance South (Formerly K&T Heating) took over.

My boiler has been leaking, and I can’t use the heater and hot water at the same time because it stops working when I try to use both. I have 2 kids, one who is less than 10 months old, so this is a massive INCONVENIENCE!

Getting through to customer service has been a nightmare—I’ve called five times today alone, spent ages on hold, and they keep hanging up without letting me explain my issue.

An engineer was supposed to come to replace parts yesterday. This is an appointment I have been waiting over 3 weeks for. There was no communication so I called around 5pm and I was told that the engineer was still working and “MIGHT” still show up. Put my phone down and took it 20 mins later and I had a message CLAIMING the engineer showed up and could not get access to my property. This is absolute NONSENSE as I have been at home all day. Our doorbell is so loud that even if you’re in a deep sleep, it’ll wake you. So there is no way that someone showed up and rang the doorbell or knocked on the door and we missed it. I would have appreciated it if they actually admitted that they did not have enough time to attend to me that day rather than lie that they showed up and couldn’t get access!

Finally managed to get through and the lady kept cutting me off when I tried to explain what’s been happening. She honestly couldn’t care less! Finally got an appointment booked for Friday but I’ve honestly lost all hope so I’m not even positive that they’ll show up or even fix the problem.

I’m in social housing and I’ll be looking into whether I can switch companies, because this has been ridiculous.

Mohammed A.

Boiler

Rubbish service and their engineers are cowboys.

Our boiler has been giving us trouble since we moved into this rented property in late November. The landlord has a contract with this company.

Firstly our boiler was not commissioned so it was not even working when we moved into this property. Took 3 days to for PA Housing to get the engineer out who did get the boiler working but suggested that there were some issues with the boiler and he has ordered some parts but assured us that the boiler should work. Next morning we noticed a lot of leak from the overflow pipe. We switched off the boiler overnight as the radiators were getting extremely hot after discovering that the thermostat to control the temperature was not even working. In the morning we found out that there was quite a lot of water on the worktop and kitchen floor and water dripping from the boiler continuously. We called PA housing to report this. The boiler guy was booked in but did a no show. My wife took time off to be home but no one showed up. This was very frustrating and we contacted PA Housing again. They promised to get these workman out. Late that night at around 8pm a guy showed up and asked us what was the problem with the boiler. It’s astonishing that after several calls we were asked what was the problem and the fact that someone from this company came out before and promised that parts were ordered. Don’t they write any notes / history? We asked if the parts the previous person ordered has come through and why he wasn’t aware of the issues with this boiler. We were patient with this chap as he was polite and tried to identify the problem. He told us that this boiler was not ideal and known to have issues. He kept drying out the inside of the boiler of water and damp. He did not change anything but asked us to keep the boiler running continuously as it keeps the pipe inside the boiler expanded to void it leaking. He said that if we switched the boiler off then the leak will start when the pipes contracted. This was the solution until the parts were changed. This meant that we have to keep the boiler working all day and everyday to stop the leak from happening. After a couple of days later the radiators stopped working. All radiators were stone cold. It’s December then and it got really cold inside the house. We called the boiler guys again but again 3 days gone by but no one showed up. This boiler it quite temperamental and now all radiators suddenly started to work and the rooms getting extremely hot now. Some of the radiators don’t have the the valves to close the flow of water to the radiator so could not switch off. We switched off the boiler but the radiators were still very warm. In the airing cupboard there is a water tank of maybe an emulsion heater tank which was extremely hot. There is a dial on it and it was turned all the way to 90. I turned the dial down and the radiator cooled down. However the boiler started leaking again. Frustrated we called PA again and an engineer was scheduled for the afternoon which was convenient as I was working in the morning. I get a call from my daughter that the boiler guy is here in the morning. I was angered by this as these guys were very poor with timekeeping and come ag any time after scheduling a time. I ended up speaking to this guy via mobile phone when my daughter called me.

Hakan G.

I can’t thank Sureserve enough. When my boiler broke down last night, I was given a same-day appointment, which was incredibly reassuring. The engineer who arrived was professional, knowledgeable, and incredibly helpful. He got straight to work, resolving the issue with ease and leaving everything clean and tidy afterward. It’s truly unfortunate that some people feel compelled to leave harsh reviews. Based on my experience, I can confidently say that the service I received was top-notch. It’s important to recognize the hard work and dedication of people like this engineer who go above and beyond. Thank you again, Sureserve, for providing such a reliable service when I needed it most.

Master M.

Sureserve, the absolute pinnacle of reliability, professionalism, and customer care, if you happen to live in an alternate universe where none of those words mean what they should.

I had the absolute joy of dealing with this company when my boiler stopped working. Now, silly me, I thought having a functioning boiler was somewhat important. You know, for little things like hot water and heating. But Sureserve Compliance clearly operates on a different wavelength, where a broken boiler is nothing more than a mild inconvenience, and turning up to scheduled appointments is a laughable suggestion rather than an actual commitment.

After them breaking my appointments,I found myself repeatedly wasting my time waiting for them to show up, only to discover that reliability is not a concept they seem remotely familiar with. And the best part! They don’t even seem to think attending appointments is part of the service they provide. Imagine my surprise! Apparently, expecting a company to actually do the job they’ve been hired to do is just far too much.

They proudly claim to have been in the industry for 36 years, servicing 330,000 social housing customers. Which makes perfect sense, because only cash-strapped councils and housing associations would ever consider using them. No homeowner who actually wants a professional, competent company would touch them with a barge pole.

And now, for the biggest joke of all, the rating. The fact that I even have to give them one star is offensive. One star is far too generous and gives a completely misleading impression that they are capable of providing even the bare minimum of service. If there were an option to give a score lower than one, I would take it in a heartbeat. They truly deserve a rating that reflects their actual competence-somewhere in the negatives.

If you enjoy waiting around for nothing, love being lied to and take pleasure in dealing with a company that treats basic customer service like an optional extra, then Sureserve is the one for you. For everyone else—avoid at all costs.

Menen K.

On the 15th of May one of their staff called me and strongly advised to consider gas checks sooner as previously they had failed to show up at the time and date appointed.
I had agreed for an appointment this afternoon today. (9068908 ref) No one arrived and my son once again sat home all afternoon waiting for an engineer to show up.
I received a call at 15:15 from my Housing Association to remind me the importance of gas safety check in which I assured them someone was at home waiting. I had called them to get some sort of explanation and could not even get one, having been on hold for longer then 20 minutes twice.
This is totally unacceptable and they cannot keep doing to customers. Workers are likely getting paid for not showing up aswell.
I don't think I will accept any more appointments.
Your accountability is noted.

Cheryl P.

If I could give it 0 starts I would! Octopus Energy passed on my details for a gas safety check. They never arrived. Today a report has arrived at my house stating they completed the check. Utter rubbish. Can't get through to anyone on the contact number provided.

Lizzie

This is the worst company I have ever had the unfortunate experience of dealing with not only don’t they answer their customer service telephone line the guy that does the boxing for boilers should be sacked!!! Even after raising a a complaint they send the same guy out who did NOTHING to make right the mess he left my kitchen in I’m so livid !!! Not straight cuts not filled to a high standard or rubbed down and gaping big holes left in my kitchen!! They think this is acceptable I think NOT!!! Now currently waiting hours to get through again!!!

Andrea S.

Update 19/2
Another day, another blunder by SureserveGroup Ktheating. After leaving my house a building site when their builder went moonlighting, after waiting 2 further was for them to come make good, their builder turned up and said he was down for 2hrs and the job won't be finished and simply walked off leaving me with holes in ceiling etc. I'm in tears. Trying to speak to their call centre is useless too. This is disgusting and end in sight.

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I'd give them a ZERO star if I could. Substandard service from boiler installers to builders.
Had boiler installed 2wks ago. Their builders went moonlighting and never finished the job leaving me with holes in the ceiling. Also brand new boiler leaking. One of their plumbers visited yesterday and said previous plumber didn't screw something tight enough and that he fixed the leak. Today it is leaking again. Today took me over 45 min, spoke and explained the issue to 3 different people and they can't send a plumber to fix their own poor workmanship until tomorrow.
Avoid them like the plague. They are a shambles!