Sureserve Reviews 

The engineer George Smith was very friendly and knowledgeable. He was efficient and explained the process of updating the meter and what to expect and what would happen going forward. He listened to my moments and questions with patience.

Appalling service for the second year running.

I pay monthly for an annual boiler service and took a day's annual leave for my appointment. I was given a 12pm–6pm slot and waited at home all day.

By 2pm no engineer had arrived, so I called Sureserve and was told they were on their way. I called again at 4pm and was given the same response. On both occasions, the call centre admitted they could not contact the engineer but still insisted the appointment would go ahead.

No engineer arrived, no update was provided, and no one informed me the appointment had been cancelled. I wasted a day's leave waiting for someone who never turned up.

The same thing happened last year. After that missed appointment, the engineer who eventually attended advised me to identify myself as a private customer to be prioritised. I made this clear when booking this year's service, but it made no difference.

The next morning I received a text apologising and offering to rebook. After being let down in the same way two years in a row, that was not good enough.

I've paid for a service that has twice failed to materialise, lost annual leave, and my boiler still hasn't been serviced.

I have submitted a formal complaint, requested a refund, and asked for my contract to be cancelled.

Avoid if you value your time.

Dominic from Sureserve has excellent customer service. He confirmed the appointment time prior to his arrival. He is extremely knowledgeable. Dominic took time to explain every aspect of the process. Tested the Gas Appliances. Explained the new Smart Meter. Recommended highly by us - Thank you Dominic.

Mario has just left. What a lovely young man. Very polite, professional and explained everything clearly. If every person was as lovely as him, the world would be a nicer place. It was a pleasure to meet him. He’s a credit to the company. 10/10

This engineer Derek Doyle of SureServe was contacted as an emergency out of hours service. He was punctual, extremely knowledgeable about the system he had to replace and passed on his user knowledge that was relevant and helpful to our situation. He has a very friendly manner and nothing was too much trouble. I would highly recommend this person, you won't be disappointed.

⭐⭐⭐⭐⭐ Outstanding Service from Stephen Howe
I cannot praise Stephen Howe highly enough for the service he provided tonight. We were left without power to our home and, naturally, were extremely concerned and unsure what the issue was.
Although the fault turned out not to be related to the meter itself and was actually a supply issue outside of his direct responsibility, Stephen went above and beyond to help us. Rather than simply identifying the problem and leaving, he took ownership of the situation, guided us through the entire process, and ensured the correct steps were taken to get the issue resolved as quickly as possible.
Stephen was professional, knowledgeable, reassuring, and genuinely cared about helping us. He stayed with us throughout, explained everything clearly, and made what could have been a very stressful experience much easier to deal with.
In a world where exceptional customer service can be hard to find, Stephen is a shining example of how it should be done. His dedication, professionalism, and willingness to go the extra mile deserve the highest recognition.
Thank you, Stephen. You are a credit to your company, and we are incredibly grateful for your help tonight

If someone would like to call me to discuss this im more than happy too

Dominic was very professional, polite and informative ticked all the boxes

Lewis Cooke was very efficient and informative. He was very pleasant and polite and answered all the questions of my concern. He explained the facts about the smart meter very well. His service was excellent.

James F. attended our house to fit smart meter. Turned up on time and did a great job. Happy with that.

The Engineer arrived well on time for my appointment and explained everything to me, which I found very helpful. The Engineer (James Forde) was very polite during the appointment and explained I required both a new gas meter & electricity meter which would take a wee bit of time. This was fine by me. The job was successful and James said if there were any problems after he'd left I was just to call him. I'm very happy with the service, thankyou.

I was having my Smart Metre installed. The engineer (Domonic) was extremely helpful and polite, no problems, would recommend. Thank you :)

Steven the engineer couldn't have been any nicer after he was finished he explained everything to me

Mario came to service the solar panel system a few weeks ago. He picked up a fault. He came back today to rectify the issue. Very professional. Took his time to make sure all was working properly. Explained everything to me. Left everything tidy.

I am due a gas safety check from this company...five times they have changed or just not bothered turning up..they send letters on behalf of the council of which the wording is awful. It makes a person think it's their fault...shame on you disgraceful.
So far I have made 5 complaints to the council...I would not recommend them at all....

Veri frendly
Knoing how to explain
Takin is time to comnunicate any isues end explain wats rong
Good all around

Stephen Howe gave an Exceptional service, communication skills great. good advise given to us highly skilled at his job first class service.

Christopher Gethin arrived on time, after contacting me with an eta. I always appreciate this heads up from companies, when waiting for an appointment to be fulfilled. Christopher was a pleasant gentleman, who not only got the job done, but also answered my numerous questions, and left me with information and advice if I needed any further help. All very much appreciated.

Dev came to install our Octopus smart gas and electricity meters and provided an excellent service from start to finish. He was punctual, professional, friendly, and took the time to explain everything clearly throughout the installation.

The work was completed efficiently and to a very high standard, with minimal disruption. Dev was knowledgeable, answered all of my questions, and made sure everything was working correctly before leaving.

A real credit to Octopus Energy. I couldn't be happier with the service and would highly recommend him. Thank you, Dev!

The builder Atney Stephenson did an excellent job 👏 👍 👌 🙌.
He was very polite and put all his effort into the job, well done to him , I'm very happy and please with the repairs.
Thank you soooooooo much Atney.

Sureserve South shame on you. Vulnerable, elderly & disabled lady been without hot water for 2 weeks. 6-8 engineers come out each with a different reason as to why I’m not getting hot water. Numerous requests for a manager to call me back but nothing so still no hot water. Customer services also a joke don’t leave notes on the system one girl was very rude & sarcastic & cut me off & another transferred me to the wrong department. I have a medical condition that requires I shower everyday otherwise I can get sepsis. Do Sureserve care? No they don’t so I currently have to drive to my daughters every day so I can shower. I have now lodged a complaint with the Housing Repair Ombudsman so hopefully something will now be done.
I just noticed I left a similar review a year ago so nothings changed.