Hewer Facilities Management Ltd. Reviews

THE most professional, communicative, knowledgeable team of engineers I have ever met- the service Hewers provides is second to none- a lifeline if you like. Thank you to Bryan and team for everything you have done for my family, especially at such short notice this time- all your efforts do not go unnoticed. Thank you to Matt for all the help recently, you are a star, and your knowledge and professionalism is absolutely spot on. The new heating system designed by Bryan is streamline, simple to use and VERY efficient. 10/10 for the Hewers team- what a great bunch of people. Cheers ⭐⭐⭐⭐⭐ NB: Update- Matt and his co-worker were incredible, again, on his recent visit- prompt, helpful and informative. I often reccomended Hewer's to my friends and family, as they are a company i sincerely trust, and respect due to their commitment to safety and trust between Hewer's colleagues and clients.

Serviced my boiler. Boiler hasn't worked since. Without heating for 8 weeks and they want to charge a callout fee to come out and look at it. Boiler still under warranty.

Outstanding service and support from Brian and Andy in their recent work for us. They went the extra mile and the Comms and professional approach were welcome as was the standard or the work, fitting, plumbing and install Couldn't recommend more highly.

I have been a customer of Hewers FM for about 15 years. The events of this morning are proof of the loyalty the company and their employees deserve. I had to attend an urgent medical appointment which I could not afford to miss. On the way out I phoned the Failsafe staff, explained I would not be available until 1pm and needed attention to a water leak in the kitchen around the stop tap under the sink. Darren Spragg phoned just after I arrived back home explaining he was on his way. About an hour later he was writing up his report having resolved the matter with friendly efficiency. Now all we have to do is see how everything dries out. Thamkyou Darren, you are yet another employee Hewers should be proud of. !

Last week I had a new heating system put in with an airflow pump, all new radiators, new tanks. It was installed by your very experienced crew, all done in under 3 days. Then I had the builder in to remove both fireplaces. I cannot praise them enough for their cleanliness and politeness. Even though it is not my property, it belongs to housing association, they did an amazing job.

I'd like to start with I 100% understand that the engineers themselves are probably not at fault here but 5 hour appointment slots that end when the phone lines close are CRAZY. I've been waiting for 5 hours, my engineer is obviously caught up which i sympathise with but I've been unable to do anything all day because I've been waiting & then I ring them to find out what's happening to be connected to out of hours phone lines that literally could only say "I can't help you" "I'm out of hours now I wouldn't know" ?!?! The customer service or lack thereof is NOT accessible for disabled people and I'm now in a position where I dont know if my engineer is coming or not, if my appointment will get rearranged & whether or not I will actually be able to answer the door if he does show up, thanks Hewer!!

I had my heating installed by Hewer almost 11 years ago and have never had any problems with the company. Touch wood I have never had to have a repair done on it so I can't speak for that service, but from the lads who installed it to the engineers that have serviced it almost every year we have been very happy. I haven't booked a service for the last 2 years so booked one for this year and the engineer has just left. Andy P has been a couple of times before and he did it again today and he is always the same, explains what he has done and what he needs to do, always has the necessary equipment and sheets to put down. Where we haven't had it serviced and because of the type of boiler we had, he explained how another month or so and we may have had to have it repaired and explained how it works and showed us the build up that hadn't been cleaned out due to not having it serviced. All the engineers we have had have always been polite and professional. Very pleased with the service.

I have just had a boiler check completed by Doug. Excellent service and a repair carried out. Doug was very mindful whilst I am working from home, very friendly and advised of repairs. Well done and thank you for a great service.

I just got visited by James the gas man from hewer, he was a fantastic help. He fixed my leaking pipe on the gas monitor, he taught me how to work the heating, since moving in from may I have not been able to get the heating to work. His efforts excelled what he originally came here for. He even fixed the leak in the pipe under the cupboard, he was polite, friendly and easy to chat too. Best gas man to date 🌟🌟🌟🌟🌟 Thank you James , I am one happy client 🙂

New Failsafe customer here and we've recently had our first boiler service completed. The engineer (James) was punctual and gave some great advice on our boiler energy savings. We've now got peace of mind that emergency call outs, parts and the annual service are all in one small monthly package.

Aaron and his team were amazing from start to finish and went above and beyond to accomplish the mammoth task and done it to the best of there ability! They were always willing to answer any questions we had and work with us as we’re a family of 6. We can’t fault there work and highly recommend them. We appreciate all your hard work we really do and can’t thank you enough as for the first time in 7 years we now have heating and hot running water straight from the tap. Thank you again for everything

Had some lovely guy come out this evening, due to the fact my carbon monoxide detector had gone past its expiry date by a year. He was very apologetic about this and replaced a new one and did all the checks needed. He was very very polite! Don't know his name so can't say, but all I can say is I thank him very much!

A Tale of Two Gas Safety Checks: One Awful, One Amazing! We recently had a couple of engineers from Hewer FM Gas out to conduct a gas safety check, and the difference in the level of service between the two visits could not have been more extreme. The first engineer we had was absolutely awful. From the moment he arrived, his attitude was unprofessional and intimidating. He seemed disinterested in the job and left us feeling incredibly anxious and worried. He insisted that in order to carry out the gas check, our cupboard needed to be removed, which caused a lot of stress and uncertainty. His overall approach and demeanor were cold, rushed, and dismissive. We were left terrified that there was something seriously wrong with our setup and questioned the safety of our home after his visit. The experience was nothing short of a nightmare, and we were genuinely concerned about how things would progress. Fast forward to today, and the engineer who came out this morning completely turned things around. From the moment he arrived, his professionalism, knowledge, and friendly attitude put us completely at ease. He took the time to explain everything clearly, and to our relief, he proved that the cupboard absolutely did not need to be removed in order to complete the gas safety check. He reassured us, showing a thorough understanding of the work that needed to be done, and carried it out efficiently without any unnecessary disruption. It was clear that this engineer knew exactly what he was doing, and his confidence in his skills really helped to alleviate the anxiety we had from the previous visit. His manner was impeccable—he was approachable, kind, and made us feel completely comfortable throughout the entire process. Not only did he do a fantastic job, but his attitude and approach were brilliant. We genuinely appreciate the time he took to make sure we were satisfied, and he left us with complete peace of mind, something we didn’t think would be possible after the disaster of the first check. We cannot thank this morning’s engineer enough for turning this situation around. We sincerely hope that you will pass on our praise and gratitude to him, as he truly deserves recognition for the fantastic service he provided. In fact, his work was so good that we’re mortified the previous engineer had ever suggested removing the cupboard in the first place. The difference in service and professionalism between the two engineers was like night and day. We hope that Hewer FM Gas takes this feedback seriously and uses it to ensure all of your engineers can deliver the same level of excellent service that we received today. We would love to know the name of this morning’s engineer so we can personally thank him for his outstanding work. Thank you for sending out such a brilliant professional today—he has restored our faith in your company!

Absolutely useless, cancelled once at short notice. Tried to make another it was going to be a month later. I kicked up a fuss, by the way this is a pre inspection on my boiler to see if they would accept me to go onto their service plan!!! Supposedly coming out tomorrow and guess what they have cancelled me again 🤬 I have no faith that if I needed an engineers visit that it would actually happen. Total waste of time. Do not even bother with this company. I wanted to support a local business but nah customer service is shocking

I had my old gas cooker taken out and a new one installed. The engineer who came could not have been more professional he called ahead with an arrival time and was actually a couple minutes early 😀He was also friendly and happy to chat so no awkward silences 🫤 and patiently answered all my questions even the daft ones ! I would highly recommend Hewers to anyone who wants a competent and professional service .

Excellent service received froim Hewers on my failsafe plan. Easy to contact them and arrange a suitable visit. He arrived as expected and called ahead. Professional and friendly service throughout. Much better service from the national companies, at least you feel like these guys value your custom

Shocking service engineer failed to attend but lied to everyone and stated he completed the repair and fitted new part. This was completely untrue then second engineer sent to resolve the problem he made it worse . They even told me I had to remove a panelled wall and floor to access pipes but this was not needed so I spent hours putting wall and floor back . I spoke to supervisor and Area Manager all I got was sorry about that . First engineer lied to me lied about me lied to his company , second engineer spent 7 hours trying to fix boiler but made it worse he left without fixing then I had British Gas Engineer come he fixed the boiler that morning overall I waited in 4 days for Hewer engineers and it took a full week to get hot water avoid this company

I am in social housing so before anyone thinks that they get a bad service because they are privately utilising this company then think again, customers from HAs are no happier. I have had the most awful experience with Hewers. To cut a long story short I have had my case batted back and forth between Hewers and my housing association for 2 days now. Have had a leaking electric heating system and have had it turned off since I discovered it was leaking. Hewers admin staff seem to care less, rang up Hewers at some point in the fiasco to explain that my HA electrician told me that it's Hewers responsibility, only to be rudely rebuffed and told repeatedly that Hewers don't repair electric heating systems even though I'd literally just spoken to the electrician over the phone, this rude man couldn't have cared less about what I was telling him. I then called back my HA to be told a plumber would be coming instead. I discovered on talking to this plumber when he rang me that someone had lied/mistakenly put, that Hewers had come to see my heating system and therefore it was put on my notes that I required a plumber, so my HA sent out a plumber in response to my case, only to then be told by that plumber who came out to see me, God bless him for coming, that it's definitely a job for Hewers. Still waiting on Hewers to come sort my problem out. Wonder if day 3 will be my lucky day. I'm a vulnerable person and so when I'm stressed my condition worsens and this has definitely been a stressful experience.

We used this firm because it was recommended by the local radiator company. What a mistake and how I wish we had read the Google reviews first! The first problem was not theirs; the radiators were not available when promised and this required communication between Hewers, the company and ourselves. This was important as we had a long standing booking with a decorator. Multiple telephone messages were ignored. It seems that the work has to be done at Hewers' convenience and that of the customer is not important. (Reading other reviews, this is a recurrent theme). Finally there was the bill! A verbal quote of £400 (based on the need for two plumbers) transformed into over £500 even though only one plumber did the job. I should add that he (Tom) was excellent, the only redeeming feature of this sad affair. So if you want to avoid spending exasperating time expecting decent customer service I would strongly recommend that you avoid this firm.

Not sure where to begin with this company. Usually the engineers who come out are very good, however they never have spare parts with them. It is frustrating that every time my boiler breaks down, which is often because it is an Ideal brand boiler, they always have to order parts, and quite often the engineers tell me it's the same parts that fail all the time especially living in a hard water area, but Hewer policy is not to keep a stock of spares they always have to be ordered in on an individual basis. Secondly, the attitude and working practices of the office admin staff is terrible. They do not car at all for their customers. And everything is always the customers fault. My landlord has an agreement with them to carry out a service and safety check on my boiler every year. And I usually get a letter at the most 5 days before they want to come out. Far too short notice, I think they assume that everybody who lives in social housing doesn't work and just sits at home all day every day. If it ever occurs that either the engineer doesn't turn up for the appointment or they don't communicate when they want to come it is always the customers fault as far as they are concerned. They always threaten to disconnect the gas supply for a problem that often they have caused. Their phone lines go unanswered and emails to their service department are sometimes not even acknowledged let alone answered properly and professionally. Re-arranging appointments because you will be at work or on holiday is very difficult, they expect you to be available for their convenience. And this problem doesn't just apply to service and safety checks, it also affects repairs. Several years ago I had major spine surgery and the day after being discharged from hospital my boiler broke down as usual it was a common fault and a regular occurrence. It took a week before an engineer visited and another 2 to get and fit the parts. 3 weeks of complete bed rest with no heating or hot water, because of my surgery I barely had the strength to lift a kettle full of water and I certainly wouldn't have been safe with a kettle of hot water. The reason it took 2 weeks to fit the part is because I was told by booking staff that it was a two engineer job so I had to wait until two engineers were available. Eventually when my Landlord and Dr. put pressure on them they sent one engineer who took 30 minutes doing the job. His words, 'the office staff don't know what they are talking about most of the time'. So 4 stars for the engineers and 0 for the office and admin staff, making an average of 2 stars.