BSW Heating Ltd
2.1(23)Whyteleafe, Kenley • NAPIT
Reviews
2.1
While some customers praise individual staff for friendly service and prompt boiler repairs, most feedback highlights significant operational issues. Reviewers frequently report missed appointments, long telephone wait times, and unhelpful customer service. Several clients also report being left without heating or hot water for days due to delayed call-outs or incorrect parts.
Summarised with AI
Date: 24/07/2026 There was no customer service at all. The lady I spoke to was very rude, repeatedly interrupted me, and did not allow me to explain my situation. She also told me that someone from her team would contact me to arrange an appointment, which I found confusing, as I had expected her to book the appointment during the call.
If I could put a zero star rating; I would. They booked me an appointment to service my boiler - yet they arrived a day before! I was at work. A week later they text me saying they were coming out the same day - I called up at 2pm as I had school run. They said it’s booked for the following week. That wasn’t what the text stated! It stated the same day! Obviously, their screw ups have been passed to my landlords as me ‘failing to allow access’ and I’m having to take the flack for BSW’s idiocy. Total joke of a company!
Be careful all staff are really rude and not doing PPE and under the stonewater uk so shut down for good and not hot water and not safe check and on phone where Drive
The worst ever your colleague Lied and said he came to my door I have two ball ring that records everything and hears everything. My front door is easy access he has a very small gate. You just open and you ring the buzzer or knock the door. He did not do any of that when it passed 8 o’clock because he’s been meant to come between four and eight then after that I realised oh he’s not here yet so I called up the company BSW your company and they said he came and I wasn’t in I said I wasn’t. I’ve got door so I took a look on doorbell ring well well well what do you notice on my doorbell ring? He did not come in my gate. He didn’t ring my buzzer and he certainly didn’t Knock my letterbox door I have been sitting in here all day waiting for him. He lied and sent a picture saying he came to my door. I have proof our footage which is evidence that he did not come to my door. He’s a liar. He should be fired in a spot. He doesn’t do his job. He never did his job because he never bothered to ring my bell or knock my letterbox. If he did come my doorbell ring would’ve notified me as it always does. He did not come near my door he’s a liar. I have evidence if you want me to send it by email I can do that and show you that he did not come. He’s disgusting in the off key and a Lier. Never in my life have I been insulted like this? By somebody who is actually lying? He thought he could be smart. He took a picture of a white door stating that he came. He did not come because if he came it would’ve showed them my doorbell ring that someone’s at my door and it would’ve showed them my doorbell ring that he came and it doesn’t show anybody coming to my door. He has gone to a wrong door completely wrong door most likely and not my door disgusting and now because of him, I don’t have a hot water for another day which makes it two days tomorrow will be the third day. I’m gonna get a lawyer involved and I will be suing because now my Mental status has gone worse because of this and I will be getting legal aid advice and I will be getting a lawyer involved and you will be hearing from my Loyer disgusting by the way his name is this. Engineer name: Kevin Taylor Gas Safe Number: JR144137B Job Description: Breakdown (ESW
Great service from BSW, boiler broken down they came out same day and repaired, engineer was very polite and knowledgeable. Very happy. Thank you!
Every year when I have my gas safety check they book an appointment for me that isn’t doable. I change the appointment, someone still turns up when no one is home on the original appt date. Then I receive letters dated BEFORE the first appt saying I could have legal action taken against me for not having an appt when I have one booked. Then I get a text to confirm a different date for the appt than the one I arranged. Get another letter saying I could have legal action taken against me and another appt made. I’ve had two texts for two different appts that are one day after the other for the same thing. I have called them multiple times to confirm my appt is the day I CHOSE yet they still do this. Their admin is ridiculous and I doubt anyone actually reads any updates for appts.
Just had an Engineer called Miles from BSW heating repair my boiler and he went out of his way to collect the right part after being sent the wrong part for my boiler. My boiler is working now! Wonderful customer service from Miles and I'm truly thankful that he came back with the right part on the same day. The receptionist Lisa is lovely also and dealt with my query in a friendly manner. Thank you BSW Heating!
Had a gas heating/water service engineer left out an important part resulting in CO2 leaking in my flat had to call emergency number had gas supply cut off for 24 hrs with mo hot water or heating until they came back and replaced the part in my boiler not very impressed but compensation was offerd
Very later turning up time was 8 am to1pm came 4 50 pm had a appointment to go to no phone call saying be late
Not good turn up late appointment was 8 am 1pm after 4 30pm some one come I had appointment to go to got to get new appointment said time was OK when bsw heating txte me
Awful company to deal with. Have been left with no water now on day 5! The emergency engineer just turned up late and not in the 24hr period was told he would and then he says he has fixed the leak and turned the water off but someone will be out the next day. Only for no one to show up and when you call no one gives an answer or fobs you off and lies to you saying that someone will call you back and they never do. Worst company to ever have to deal with.
We’ve been without heating and hot water for two days now. We have a vulnerable adult at home who is a cancer survivor, and this is starting to affect his health. We were told misleadingly that an engineer would be coming today, so I took the day off work, but no one showed up. Is been very difficult to contact them on the phone , and when we do get through we’re told an engineer is “on the way, but no one come. This has been really stressful and misleading, especially given the situation at home.
Bsw are worst company they have left us no heating and hot water for nearly 3 weeks please avoid this company they are worst company and not a honest company they will put lies on your notes to cover your back an not attended there emergency appointment they should be permanently shut done and close to due poor service and let down by them 3 time I have been left without heating and hot water they bad cowboys try to be heating company This company are scammer they have left me with out heating and hot water almost 3 weeks unacceptable it’s against the law to live in property without heating and hot water bsw are major problem company please avoid this company they are cow boys k and t heating are best company bsw are let down they tell lies, and two men came to house just poo in toilet and not ask me us the toilet very rude disrespectful men and very old men, Alan white is man that lies from bsw he started he was on motorway, but our notes of record said he was in Balham, then went on file to say he couldn’t get access but no call or nothing please avoid this company please avoid this company please avoid this company we still have no heating or hot water.
Write to you and say they are coming between 8 an 1 on a certain day waited in to 1.15 phoned them not very helpful told me an engineer had reported back saying he could not gain entry at 10.49 when the bell worked nothing put through door to say they tried my reckoning no one came at all
I don't like getting a text being told they are inspecting boiler on a day when I am not home. It's so impossible to to call and reschedule and they don't pick up emails. If they turn up. I can't guarantee I will be home. Communication needs to be better! Not impressed and it's causing me stress.
Been left with no hot water or heating in this weather. They book appointments with even a time but they do not show up. They don’t even answer the phone!! Been trying to get through to them all week! Avoid at all costs. I’d also like to add today (25/02/2026) the disrespect and cheek of the ladies answering the phone when they finally answer. No customer service, extremely rude & VERY unprofessional. Felt like they were having a laugh about my situation tbh.. she hung up the phone as soon as I asked for her name to log a complaint in.
You're fired. This winter since November, i have had no hot water. They don't come when given an appointment time. They use an failed ai bot to take questions. I've had enough.
Terrible company, left me without central heating and hot water for three weeks in the middle of January. DO NOT USE THIS COMPANY!!!
Why Stonewater Housing use this company is beyond me. They never stick to their appointment times - have been without hot water for 8 days - first engineer attended after 53 hours (what should have been a 24 hour call out) adjusted the pressures and left 30 seconds later - hot water was not fixed but he did not check this. Promised an engineer would attend by midnight last night - called at 11.20pm to be told engineer James was not answering his phone and had not been to any of his emergency calls out last night - so I was not the only house hold to be let down once again by BSW. Again today I am chasing the company - who still can not give me answer as to when they plan to attend my property. Call staff are rude show no sympathy and are unwilling to escalate any complaints, automated response on complaints email with a 10 working day response time - again unhelpful. AVOID if you can - unfortunately I don't have the option.
Most helpful member of staff Lisa, she was so helpful and an excellent representation of your company.
Engineer arrived Monday, ordered a part for the boiler as we are without heating or hot water in this very cold period. Called up the next day to check the order had gone through was told it hadn’t been confirmed. Was told I’d get a call back, didn’t happen. Next day I got a call to book an appt to do the work on Thursday between 13:00 and 17:00, after arranging my day to ensure I can be home they cancel at 12:50 as the engineer hadn’t ordered the correct parts, and booked the repair for too short a time. I asked them to call back asap with confirmation of the lead time of the parts and still waiting. Landlord has complained to them too. I am on hold trying to get through and it’s currently 2 hours in. Every-time I call it’s ridiculous wait times and doesn’t seem they can actually give any information or proper guidance. I would avoid at all costs, they really do seem to be incompetent at answering a phone let alone repairing a boiler
Based on my recent experience, I cannot recommend this company. The workmanship was substandard, and following the service, my home was left without hot water and heating for several days. Despite multiple attempts to seek assistance, the responses were delayed and ineffective. Interactions with several representatives were consistently discourteous and a lack of concern for customer needs. In light of these issues, I would advise others to consider alternative providers. Worst company ever!!!!!
Can’t get through to speak to customer service terrible company
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Additional information
- Trading since 1972
- NAPIT
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