Sureserve Energy Services Wales Limited Reviews

Dev was so helpful

Dev was so helpful I had Dev come and install my new gas meter. He was so efficient and helpful. Got everything sorted in good time. Afterwards he gave me tips and tricks on how to be more energy efficient. He was just so kind and great customer service. 5 stars for Devvvv

I rang sureserve for a possible repair

I rang sureserve for a possible repair, thinking thank god landlord has changed from nightmare K &T , silly me !!!! while waiting for response i hear formally K & T so same cowboys different hat, , a previous repair took 6 no appointments where they blatantly lied they had been to find no one in, yet id been in all day losing days money, housing association were useless i had to involve local mayor to get anything done, so this time i booked pm appointment, not losing money again, got home early and yes you guessed it, no one tuns up, be warned they use stock pics of block entrance to make out they came, trouble with my previous experience they had used wrong entrance in picture anyway, total waist of time this lot are , if they do turn up one day if your lucky should ideally be in cowboy outfit and by horse.

Without heating for almost 2 weeks

I have been without heating for almost 2 weeks. I am a 71 year old woman with various health conditions including a past hospitalisation with pneumonia. I have spoken to SureServe 6 times so far with no idea when a part they need will be available. I have asked to talk to a manager twice to be told they will give me a callback which so far has not happened. Appalled that they do not see my situation as an emergency. I will be contacting the media about the way social housing residents are apparently unimportant to Sureserve. Trying to find the email address of a manager to contact there seems almost impossible. Extremely unhappy with the service.

Had Richard moss in for a gas check…

Had Richard moss in for a gas check today and he was very professional and polite from start to finish

Engineer Stephen Howe was very helpful…

Engineer Stephen Howe was very helpful and explained everything

My engineer Kevin was great today and…

My engineer Kevin was great today and was very helpful , thanks Kev :)

Very good work man explains everything…

Very good work man explains everything about device cleaned up after installing new meter was very friendly . Thank you Stephen Howe

Really friendly and helpful guy

Really friendly and helpful guy. Explained how my solar panels worked and everything he had done today in detail and answered any questions. I've had panels for over a decade and now have a good understanding of how they work and hopefully some tips to make good use of them to help my energy costs. Thank you 🙏🏻

Rafael Hmerio is very creative on…

Rafael Hmerio is very creative on resolving an issue with the fuse board and installed the smart meter completely.

Chris was amazing from making sure my…

Chris was amazing from making sure my house was safe to then coming back out to do meters

We had them come to do a routine service

We had them come to do a routine service on my boiler that as the time was working and had been all winter till the "Engineer" came started working after about an hour or so far to long for a service. came and told us the previous engineer had broken our boiler. Also said they tried to fix it and made it worse and that they now need to order a part that will take over a week to get. So we have been left without heat and hot water till they decide to come and fix there cockup. I would give them 0 stars if i could

Smart meter installation, done smartly.

Had a visit by Jeremy Harrison to fit in a smart meter, and I was really impressed with his professionalism and friendliness. He took time with me to explain what he would do, and we discussed enabling the smart meter and how it benefits me. This was the first time hearing about the features, and he did so in basic terms making it easy to understand. Afterwards, he kept to himself and cracked on. Afterwards, he showed me the work done and my meter box looks very neat and has a fuse switches now in place. I thought it was fantastic work.

Stephen howe

Polite Knowledgeable Quick

Just have my gas meter replaced by…

Just have my gas meter replaced by Sureserve, absolutely amazing service! I would highly recommend the technician, Mathew Wallis, really nice guy. He managed to fix everything in 15minutes and even offered extra help to wrap the meter from soaking again. Really appreciate it!

Kevin Adams

Kevin Adams Was excellent did the the boiler check in no time at all he was Kind and friendly What a gentleman.

Your engineer Chris Wemyss attended…

Your engineer Chris Wemyss attended today. Excellent communication and really helpful when here.

Ted Langston from Sureserve arrived on…

Ted Langston from Sureserve arrived on time this morning on the 5th March 2026. He changed a part on my boiler to make the water really hot which we appreciated. We would highly recommend Ted and the company to all our contacts and my Landlord London & Quadrant. Don’t hesitate contact Sureserve for all your household needs and especially ask for Ted who is a top guy and engineer. Lo & Mo. CR4.

Great and quick service

Jonathan Teeder was great. Phoned to let us know arrival time, upgraded both meters in reasonable time and was very polite and well behaved.

Failed to turn up to two successive appointments

I arranged for an engineer to service the boiler for Monday 2nd March 2026 AM. The engineer never turned up and I contacted Swale Heating in the afternoon to be told the appointment had been inputted in for 2nd April 2026 which I never asked for. An appointment was arranged for Wednesday 4th March 2026 PM and again the engineer did not show up despite two phone calls to the service centre to ascertain if they were still coming. We were told the engineer worked till 6 pm but their phone had gone to voicemail. I have been with Swale Heating , now Sureserve Compliance South, since September 2020 and paid a monthly Premium Boiler Service Plan. Looking at the recent reviews on Trust Pilot UK for Swale Heating it would seem there are other negative reviews including for not showing up to appointments. I have therefore cancelled my direct debit and will take my business elsewhere after staying in for two successive no shows by the engineer. I have emailed the SureServe Customer Service providing feedback.

I had a appointement for a gas safety…

I had a appointement for a gas safety check between 1pm and 6pm , NOBODY SHOWS UP !! However the engineer did come when i was busy next door at 10.30am , bit early , same as the appointment which is 3 months early , I suppose the next step will be a typical Sureserve letter with block capitals and threatening overtones . This copany havent changed since last year when i experienced them I wonder if the engineer will tell lies and say he returned between 1 and 6pm ? Ive read the last few days reveiws on here , Hmmm , The big star reveiwers know the christian and surnames of the sureserve staff !! How strange is that !! It will be strange if someone from Sureserve responds !!

Great service from Simon Thomas. He was polite, professional, and completed the meter installation efficiently. Everything was explained clearly and left neat and tidy. Highly recommended.

Simon Thomas did a brilliant, thorough job installing new gas and electricity meters for me and took time to explain how the new system would work. Thank you Simon!

Fantastic service by Simon Thomas kept us updated all the time we are really happy thank you Octopus

Simon Thomas was our engineer. On time, very efficient and professional. Excellent work and mannerism. Thoroughly recommended.

Simon Thomas was an amazing engineer and made the process super easy and smooth! He explained what was happening and was really friendly. I couldn’t have asked for a better engineer.

Simon Thomas is excellent at what he does, highly professional and respectful with excellent people skills. I recommend him to anyone requiring his skills.

Just had the latest generation Gas and Electric Smart Meters fitted by Simon Thomas on behalf of Octopus.He was Quick, efficient, no mess. Both meters fitted within 90 mins From booking the appointment with Octopus on line, their email confirming the installation appointment gave details of all stages before and after the installation together with a contact phone number for any queries. I have also been left with an In Home Display Screen so hopefully after 2 weeks we will be able to monitor our usage and use it in the most efficient way, saving cash and carbon in our home. Let’s hope it works. Watch this space

Simon Thomas did a terrific job and fitted the correct smart gas meter unlike the previous engineer whom installed the wrong meter which didn't work properly. Simon explained each step and why the previous meter wasn't suitable for our property. He's a credit to his company 👏

Our new smart meters were installed by Adam Ayub of Providor (on behalf of Octopus). Adam was very courteous and respectful of our property, taking his shoes off when coming into our house, and leaving all areas clean and tidy after work was completed. Thank you Adam for showing professionalism, respect and courtesy. First class customer service!

Darren Langthorne fitted our updated meters today, he was very friendly, professional, and explained everything he has done. Left no debris when he completed the works. He was on time and telephoned ahead as stated and before he left asked if we had any questions.

Simon Thomas was the engineer fitting my new smart metre. He was professional, friendly and respected my property. He did a great job, quickly and efficiently. Excellent service.

Simon Thomas From Sureserve, did a professional and quick install on a new smart meter in my property Excellent job, even was extra careful with my pets and make sure they were safe at all times.

Had my new smart gas/electric meters fitted by Sureserve engineer (on behalf of Octopus). John Brummer the engineer, was great, explained what he was going to do, asked if we had any questions, then got on with the installation. Minimal time without electricity, whole job done quickly, and very tidily. Explained how to set up the little smart box so we could monitor usage on the Octopus app. Very impressed, very efficient! Thanks John.

Simon was a great guy, fully explained what he was going to do. And appeared very professional in his work. Very tidy worker.

John Brummer installed our smart meter most efficiently and sorted out a number of issues with our supply. He explained things clearly and patiently

Adam installed our smart meters for electricity and gas today. He was very professional and efficient and explained things to us clearly when he had finished. He left the areas clean and tidy. Great to deal with.

Adam Ayub saved the day! There was confusion about the booking. I'd asked for a new gas meter as it was faulty but for some reason an electric meter had been booked? Adam managed to get things sorted so that both gas and electric were done at the booked appointment. He was very polite and tidied up. Great service from him!

Very pleased with installation of smart meter by Simon, he was very professional and worked tidy. He explained what was happening at all stages and made sure we were happy with work carried out.

John Brummer was the engineer tasked with fitting my smart meter. Arrived on time with advance notification of arrival, explained the procedure and completed the task very efficiently. Great job 👍🏻

Warren Benain attended my property today to fit a smart meter. What a very polite and friendly guy he is. Very professional and soon had the job done, even though my electricity meter is in an awkward place. He left everything very clean and tidy, and spent time with me to show me how the mini hub worked. He is a great credit to the company...... Having posted this review, I have now found that I cannot open the consumer unit fully! I realise that this was an awkward place for an install, but this surely can't be right?