Sureserve Group - London

Rach O.

They work as a contractor for L&Q and are absolutely TERRIBLE!!!! they told me engineers had turned up, but I wasn’t in, which was not true! Then they actually booked an appointment, but no one turned up!! A man randomly turned up with a cooker hob one day, with no warning, but didn’t fit, just left it on my kitchen floor. A week later an engineer turned up to fit it. Left at 2:30pm on Friday and said someone would be back to finish the job before the end of the day, and put my gas back on! No one came back. I’ve now been told there’s a part/ wire missing so they’ll be back on MONDAY! So not only have I had no cooker for 4 weeks, I now have no hot water this weekend! I’ve been with L&Q for 13 years and never had an issue, these are the worst contractors I’ve ever encountered

S M.

If I could give 0 stars I would ...its a absulute joke of a company from customer service on the phone to engineers booking appointments and just never show up. I call to find out whats happend to the engineer I get lied to everytime.
Customer services on the phone are unprofessional and rude. I have been 9 days without hot water and just got told it will be another weekend without hot water again.. I have 2 children under five so should be priority.

Mr F.

Worst company I honestly don’t why my housing association gives this company any business. All the wasted journey fees there making money on. There a joke. I have spent the last 12 months trying to get this poxy old gas heater unit removed from my home and they can’t even book the right engineer in. They have been here 3 times including this morning and still havnt got a clue what to do. We all have work to do ain’t got time sit around and wait for someone to then tell us he can’t do the job. So called engineers used to be multi skilled now there labelled with different types. So unprofessional and a waste of my time. I have sent them photos and clear instructions on what needs to be done which I shouldn’t need to yet they seem to struggle with this. The guy said they need to send electrical, gas engineer then a builder. Did it take a year to figure that out? They are absolutely useless and clueless. They used to be called K T heating.

Kay T.

If I could give it 0 stars I would. Never known such an incompetent and useless company in my life. No wonder they're only advertising as a social housing provider, they'd be bankrupt if they were working in the private sector.
They have bought out the private contracts for Swale Heating BUT are failing to deliver the service paid for. Every time an engineer turns up to replace a part, it doesn't work and they find yet another fault. They make an appointment to come back then don't show, and don't phone to advise. Two weeks with no heating or hot water for an 83 year old dementia patient. Three weeks with no heating.

Badruddin M.

Terrible service from Sureserve formally known as [K&T Heating]. I had an appointment booked for a gas check on 12/04/2025, scheduled between 4pm and 8pm as that was the only available slot I could manage around my night shifts as an NHS on-call doctor.

Despite this, an engineer named Ameel turned up unannounced at 9am, while I was still at work. When I explained I wasn’t home and reminded him of the appointment time, he told me he was “only checking the outside gas meter.” I agreed to this, but then he went ahead and carried out the job anyway without my consent or presence, and then called to tell me “I don’t care, I still did it because I can.” Completely unprofessional and unacceptable behaviour.

When I called customer service to report this, they were dismissive and told me there was nothing they could do, and I had to book another appointment to get my meter unlocked — the earliest being three days later. I had to come home from a long night shift to a house with no heating, no hot water and unable to cook for three days. Absolutely disgraceful service.

Avoid this company if you value basic professionalism and customer care.

wayne G.

They’re an absolute joke of a firm they changed their name but not their ways. Without hot water for 48hrs and lied to every time I called up that someone was on the way to look into the issue. The boiler system in our flats goes down constantly and somehow this two bob firm have had a contract with Wandle to maintain the system since I moved in more than 10 years ago. The engineers will gaslight you unless you show some sort of technical knowledge about the issue, the call handlers are unsympathetic and seem to be just telling you what you want to hear to get you out their hair. Having to leave the property I pay rent in to have a decent shower in the gym or a cold shower at home after a 12 hours shift should warrant some sort of compensation which I will be looking into. These companies dont listen until you start to complain to the people that regulate them in this case I believe it’s Ofgem. I suggest any interaction you have with them is recorded and you build a case to support any complaints you have as well as complaining to your Landlord or managing agent about the service received as these are the people that keep renewing these rubbish contractors contracts. They must make hundreds of thousands if not millions from some of these contracts while providing a below standard service, some of which will be coming out of the joke that is a service charge you pay for companies like this to fix faults in a timely and professional two things that in my experience mean absolutely nothing to Sureserve or Wandle.

Sam H.

We were supposed to have an emergency plumber come today between 6PM and 11PM as they hadn’t come today or the previous day when they said they would

I checked the ring doorbell and verified they never showed up.

This is unacceptable as multiple people in the house have severe disabilities and have been are unable to use any hot water for a week now

I then spoke to the most rude and useless out of service customer service representative Ian who was no help at all

Laura T.

I have currently been without heating and hot water for 3 weeks! I have had no updates from Sureserve, and when calling in staff are disgustingly unhelpful and do not seem to care in the slightest! I have emailed in for a complaint and am still waiting on a reply for this! How is it ok, or legal to leave a family of 4, 1 child with a disability without heating and hot water for this long!! Absolutely disgusted with the 'service'they are providing! How are they still operating with the reviews that they have!!!