Smith & Byford Ltd

I’ve dealt with Smith and Byford before, but I’ve never got such a great service until two young men attended my property Jake and Josh Are fantastic! Very tidy repaired everything that needed to be done and a little more which could have ended up being another callout but one of young gentleman picked up on it and fixed the problem Before leaving everything was left as they found it. Nothing was damaged nor leaked everywhere. I was very considerate contractors 5****

Cancelled our appointment after we waited in all day (never bothered to show up) and then told, not asked but told, we had to accept a new appointment even when we were at work and If we refused we would be in breech of legislation and it was a legal requirement, we asked to re arrange at our convenience and we're told categorically we could not,these bullying tactics are not acceptable

Never turn up for appointments when made (not once in 32yrs now), erect dangerous scaffold trapping disabled pensioner inside, block fire escapes, try to convince you that something needs replacing when it dosent, rude arrogant staff who make you feel like you are the cause of any problems, office staff who blatently lie, the list goes on and on. TOTAL BUNCH OF COWBOYS DO NOT USE!!

On time , very , polite, explain what he was doing , tidy up after himself. It’s very rare now days it’s a pleasure having a workmen in your house. This young man is a great representation for your company. Thank you again, young man

I have really noticed a prompt thorough service with Smith and Boyd in the last couple of visits no phaffing around. Also the telephone service to them you actually speak to a normal intelligent human they get your problem are emphatic and polite and dont keep repeating gibberish and telling you where you have the problem where it isn't!!! Very happy with thulis company operating for the council.

Don’t go with this gas company. Did an emergency call out for no heating and hot water at 8pm and was told they will arrive within 4 hours, when the 4 hours was up I called again and they told me the same thing so I stayed up all night waiting for someone with no update. I then called again at 3 am for them to tell me the same thing and the engineer didn’t arrive until 2pm the next day. What is the point of raising an emergency? There’s a vulnerable adult in the house and they just didn’t give a shit clearly. Just ridiculous.

We're currently on day 7 of no hot water. Smith and Byford told us to wait in every day promising that someone was coming on a 24 hour emergency call out and no one ever did - and no one bothered to call us to tell us that they weren't coming anymore either. We haven't been able to leave our house and have waited in for days on end, taking time off work and caring duties, for no reason as no one ended up coming. Then when an engineer finally came to fix the boiler yesterday, it broke straight away - my brother had to run after them to come back and fix it so they obviously hadn't done the necessary checks. Then once they 'fixed' it again that day, it broke again right after they left for the second time. Now we have to wait until Friday for another engineer to come with the correct parts, which will mean we won't have had hot water for 9 days. This has been going on for the past couple of years. The communication is appalling and where a lot of the frustration is coming from as we waste so much time being told to wait at home. Every time we have an issue and have been told to wait for a call for confirmation/updates, it hasn't happened and we've had to chase ourselves. There's also been so many times that the notes in the system and what the next engineer says is actually needed don't match up, wasting more of our time and meaning we have even longer with no hot water. The emergency 24 hour call outs aren't treated as emergencies at all. No hot water for 9 days and we're treated as if we're calling to complain about a slightly substandard meal at a restaurant?

I had an issue with some in the pipes fiddling my water cylinder. I contacted the council last week, I had a quick response as yesterday I was contacted by smiths and byford centre to make an appointment,it was a very determined man (sorry don't know his name)that contacted me in every way possible,I phoned them back and the lady in the office was very helpful making sure that my preferences wore made,in the afternoon I received a text for an appointment today,the engineer (Lewis)that come was very positive , polite, friendly ,respectful and in my vew went beyond his duty and fixed the issue. (when you don't know call someone who does)that what he did .thank Lewis and we'll done

Thank you to Ishmel and Harry for their intervention. They changed the fuse box, multiple light sockets, and plug sockets in the flat, which had been a nuisance for a very long time. The intervention was fast and efficient. They were friendly and professional.

The Senior Engineer who attended to my gas leak went far beyond the call of duty. Not only did he resolve the gas issue, but also fixed one of the hobs on mycooker. Initially, I was told the repair wouldn’t be completed until the following week, which would have meant no cooking for my family on Easter Sunday. Thanks to this incredibly kind and dedicated engineer, everything was sorted on the day. This experience has restored my faith that genuine customer care and satisfaction still exist.

Worst company to resolve an issue. Three days and counting with no hot water. Made several calls over three days including weekend and out of hours. Customer service 0 out of 10 effectiveness 0 out of 10 efficiency 0 out of 10 being able to deliver customer promise 0 out of 10. Now being told to wait until tomorrow and call main office. Joke business

I have found this company Smith & Byford to be absolutely useless. I called them 3 times & used the equally useless chat bot to tell them I was away for the appointment they had sent. Still an engineer turned up & left a card. Tried to re book but only times for the same week! How useless is that!!!!!

I would give a minus if I could! The people I've spoken to on the phone have been lovely, BUT the engineers are useless, say they've turned up and given the office evidence, yet I never see them, then I rearrange and someone calls the office on my behalf, (I live on my own) and rearranges the appointment I never even got a confirmation from anyone of the so called appointment. So 2 wasted days waiting in for no good reason.

I had an issue with my boiler, and a radiator. I find Sally from Smith & Byford, very efficient, thorough, polite and informative about what ever the problem was within the boiler system etc. She explains things very well, in an understandable manner. Big thank you to her. Thank you also to S&B for arranging time slot reflecting my request.

No response for over 30 minutes for the telephone calls made for urgent help for boiler breakdown for my patient who has a learning disability. Gave up calling as I needed to attend other patients.

continued failure to provide heating and hot water at my home. Although staff are polite on the phone, no one takes responsibility. I am repeatedly told the relevant person is unavailable, my questions are not answered, and I am given excuses as to why no one can attend. Meanwhile, I am paying for a service I am not receiving. I have a child with medical and additional support needs, and despite this being known, I am still left without heating. This is unacceptable and shows a complete lack of care for my living conditions

Called and an Engineer came even in the midst of the cold night to North House, Grove Street, Deptford. The Engineer was very professional, efficient and understanding and restored the boiler's non heating/ hot water issue. The Staff on the phone and the Engineer are all great and understanding etc. Thanks for the great job you are doing 👍. We greatly appreciate 🙏. Francess

If I could give 0 stars I would. We’ve had issues with our boiler for 3 weeks and spoken to several people across the company including management. Between missed appointments and them not showing up and making us take days off work. The complete inability to do the jobs has been alarming. I’m going to need Lewisham to terminate there contract. All the managers are also ill equipped to do the work. They send staff out who don’t know what they’re doing. Overall the most horrific experience and we still don’t have a boiler working.

Usually have Stuart Gravestock doing the annual gas check and all goes well. This time I had an engineer that clearly wanted to go home early on a Friday afternoon as he didn’t bother to ring the doorbell and said we weren’t home, seen on our door camera. Had another engineer come and he was very pleasant and did the job.

The engineers that come out are wonderful, however the people you speak to on the phone to book an appointment are not aware of how the individual contracts were work. I spoke to them three times before I could get an appointment booked. I was told I would have to go through my landlord. This is incorrect. One of the contracts they have with a different housing authority, the tenants have to go through their landlord. However, Sutton housing partnership, their tenants are required to contact Smith & Byford directly. One member of staff I spoke to even said he spoke to a manager who told him I have to go through my landlord. If the managers have no idea how the contracts they hold work how can the people that answer the phones know what to do.

The gas engineer was fantastic and done an amazing job. Very professional and very helpful and polite. He took his time to listen what the problem was and fix the job . He also left no mess and cleaned up after he had finished. I recommend him to all

The engineer was very quick, whish didn't bother me at first. However,now after only just over 2 weeks since the service my heating and hot water are not working, due to low water pressure in the boiler. I told the engineer about this,but he just told me the dial was readying incorrectly. Now I'm attempting to rectify this when I'm not sure what I'm doing. On second thoughts, this engineer couldn't wait to get away and didn't do the service to a satisfactory standard.

Absolutely disgusting service. I am still without heating and hot water, and the missing grommet has still not been replaced. I’ve been given no real timescale for when any of this will actually be sorted. I have a child with additional needs, and once again I’ve been completely messed around told one thing, then something completely different. For months I’ve had a loud, grumbly sound coming from my boiler, which I’ve repeatedly mentioned to engineers, but it was never taken seriously. I was only told on Friday that this noise could mean a fault allowing carbon monoxide to re-enter my home an extremely dangerous situation. To make matters worse, my carbon monoxide alarm went off on Friday, and the system had to be capped for safety, leaving us with no heating, no hot water, and no support, even though this involves a vulnerable child and myself. I’ve also been told there’s a missing grommet, which could have been missing for months or even longer, yet not one engineer ever mentioned it before despite the ongoing boiler issues. I’ve also reported loose piping since I moved in over 4 years ago, and nothing has ever been done only now is anyone taking it seriously. The amount of stress, worry, and frustration I’ve had to endure because of these ongoing problems and the lack of action or accountability is absolutely unacceptable. Update 21st October 17.43 Absolutely disgusting service completely unacceptable. I want to start by saying the engineer from Smith and Byford who came out yesterday was brilliant extremely helpful, understanding, and professional. He and his supervisor were meant to visit my home to make sure all the ongoing issues with my boiler were finally sorted, and I was told parts needed to be ordered. I received a call yesterday (Monday) confirming I was booked in for Wednesday morning, as the supervisor wasn’t in my area on Tuesday and the part was being ordered. However, at 4:30pm on Tuesday afternoon, I was suddenly called and told the appointment now needs to be rebooked due to a part issue being delayed This is now since Friday that I have been left with no heating and no hot water. I have my own health conditions, and my son has additional needs, which makes this situation even more stressful. we need heating and hot water for basic comfort and wellbeing. I have been messed around over and over again, told one thing and then another, with no consistency, no reliability, and no sense of urgency. This has gone on for far too long. The way this situation is being handled is an absolute joke and completely disgusting, especially given the vulnerability of my household. No doubt il get a call tomorrow with a cancellation due to another delay or excuse. Absolutely disgusting. I know what I'm doing next time I have issues with my boiler, I will not be using them. Probably presume I can use others showers which is not the case. Nearly 7 whole days without heating and hot water Absolutely shocking. I'm absolutely fuming

Just saw one of your drivers on Kingston Road cutting off drivers and tailgating an active ambulance. Driver looked very smug. Is this normal Smyth and Byford employee action?

We recently had our radiators replaced, and the experience was fantastic. The installer did an excellent job, ensuring everything was fitted perfectly and working efficiently. The professionalism and courtesy shown during the installation made the whole process smooth and pleasant. Highly recommended!

The lads who have been doing my gas safety check over the last few years are great. Smith & Byford employees have always been really personable, professional and polite. I have never had any problems with any of the work that the engineers have done. Smith & Byford are always on time and keep me informed about appointments and the call centre people were great the other year when I had to change the appointment because I couldn't get out of work. Highly recommend professional service performed by people who like what they do. Many Thanks!

I would give these zero stars if I could. They are absolute clowns. Charging local authorities for work that is not carried out and leaving tenants without being able to use water / flush toilets. Original engineer called out diagnosed that a new part was needed. Turned up on next visit without the part which we assume our local council was charged for. Further emergency call out today engineer was great but not able to correct fault without the required part Called back about 18:00 to advise that loud noise is omitting from the system throughout the house. We were told that an engineer would be sent. Now at 21:46 with loud noise still sounding no water and not being able to flush toilets we have been advised no engineers are available.

Absolute heartless cowboys. Been calling round my house two years creating an ongoing problem with boiler. Forged gas safety certificate. Fraud. Damaged fabric of house. Now have mould wallpaper falling off. Coving falling off. I have lived in my house over 20 years. Unprofessional, rude telephone staff. Told my husband they can turn off our water if unhappy about the leak. Who is going to pay for the damage? Tonbridge

They are a bunch incompetent liars, who have cost me hundreds of pounds in gas cost because they incorrectly fitted my boiler and thermostat. They lied and said the job was completed in regards to my heaters. They took pictures and measurements for my new heaters, then sent someone round to paint over a gaping hole. Then lied and closed the job and said they were no longer leaking which you can see is not true. Poor communication and just useless

Today at around 12:38 l called the office after an engineer just attended. The engineer was really nice and completed the work that he could, however he couldn’t complete another service as someone else had to complete the work. When I first called I clearly explained that two jobs needed and one was that the radiator was coming off the wall so they should have booked for that team to come out too. When the engineer was going he told me to book another appointment for them to come out as soon as possible, I called the office and a person named Casey said she couldn’t book it without seeing the notes form the engineer, I explain to her he just left and the work needs to be done asap because I have a 23 month old baby, she then said she couldn’t take my word for it and she needed the engineer notes. That made me so upset, why would I lie, She was very rude I asked to speak to a manager and she said she was one of the managers, I said surely there is someone else above you that I could speak to, she said no there wasn’t as they were all the same level, then I asked for her surname which she refused to give, so am not even sure if Casey is her real name. I am just disappoint as this was all unnecessary. We are wasting time instead of making a booking to do the works as soon as possible.