I had a Gas inspection few days ago to check my boiler as I didn’t have hot water as it keeps going hot and cold for about a year. I had carbon oxide in my back bedroom now it disappeared. I’ve got on... See more
Company replied
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Review summary
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Reviews shaping this summary
Reported the problem in the morning , appointment was made for a few days later. But then they rang me back an hour later and said they had an electrician free that afternoon. Within 2 hours he arrive... See more
Company replied
The man came during the time slot allocated which is brilliant and he done the job really well and completely it quickly which is fantastic! Super polite as always and explained everything! Thankyou :... See more
I contacted Miriam at customer care call centre and explained my problem booking an appointment. She was extremely helpful and told me she would ring me Monday to try to sort something out. To my ama... See more
Company replied
Company details
Written by the company
Smith and Byford were established in 1966. We now directly employ 400+ members of staff, yet remain a family run business. We specialise in delivering Gas, Electrical and BMS services to over 15 Registered Providers in London and the South of England.
Contact info
3.8
Great
725 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 87% of negative reviews
Typically replies within 1 week
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Boiler one year check
Boiler one year check . Good service and turned up on time. Brilliant.
18 March 2026
Unprompted review
Reply from Smith & Byford
Hi,
Thank you for your great review, we appreciate you taking the time to write this. If you get a chance, please could you email customercare@smithandbyford.com with your full address so we can locate which engineer attended and pass on this review to their line manager
Thanks again
Smith & Byford
He was very knowledgeable, respectful , polite and very professional
The member of staff who attended on Friday 13th of March to our home at flat 18 Turville Court , was very professional, very knowledgeable , respectful and he completed the job to the required standard. Could you kindly send massive thank you to your member of staff .We are very pleased with Smith and Byford work to our home.
13 March 2026
Unprompted review
Reply from Smith & Byford
Good afternoon,
Thank you for your 5* review, we really appreciate your kind words. I've passed this on to our customer care team, who will make sure its sent on to the engineer and his line manager.
For your security, we would advise you edit your review to remove your address.
Thanks again,
S&B
Micheal
Micheal
Was punctual and identified who he is with his ID and my password and what works he is here to carry out
All corresponded with letter which I received
And micheal was very polite
13 March 2026
Unprompted review
Reply from Smith & Byford
Hi,
Thank you for your great review, we appreciate you taking the time to write this. If you get a chance, please could you email customercare@smithandbyford.com with your full address so we can locate which engineer attended and pass on this review to their line manager
Thanks again
Smith & Byford
We are both in our seventies and have…
We are both in our seventies and have been left without Heating and Hot Water for over a week because the boiler engineer came in to fix the boiler, cross threaded a part and now it needs 4 more parts replaced. They said they had the parts but now their saying they haven't been picked up and the manager wasn't available when we asked to speak too them! We have three rooms at under 60degrees and living room is barely above 60degrees!! We are cold and so fed up and angry 🤬🤬🤬 it's now Wednesday and we are awaiting an engineer to sort the boiler out
16 March 2026
Unprompted review
Reply from Smith & Byford
Hi Wendy,
I understand that our Customer Care team have been in touch with you and the issue has been resolved. Please let us know if you require any further assistance.
Thanks,
S&B
They kept appointment and where very professional when arrived. Gas engineer was very friendly and professional and got straight down to fixing the problem 10 out of 10
They kept appointment and where accommoda
13 March 2026
Unprompted review
Reply from Smith & Byford
Hi there,
Thank you for your great feedback, and for responding to our information request. Our team will look up the job and pass on your review to the engineer and his line manager. Please do get in touch if you require any further assistance.
Thanks,
S&B
Very pleasant
Very pleasant, and polite operative.
He cleaned any mess that was made, and completed the service, and the repair satisfactorily.
12 March 2026
Unprompted review
Reply from Smith & Byford
Hi,
Thank you for your great review, we appreciate you taking the time to write this. If you get a chance, please could you email customercare@smithandbyford.com with your full address so we can locate which engineer attended and pass on this review to their line manager
Thanks again
Smith & Byford
I am here in tears no one show up
I am here in tears. A priority appointment was made for me because I am a Elderly disabled person with no hot water or heating. I have been waiting for an heating engineer for 9 hours now. They should have been here 12.30pm.. now Smith and Byford wants to give me an appointment for 26th March. It's the 12th of March today. I am in so much pain because of my sickness.
12 March 2026
Unprompted review
Reply from Smith & Byford
Good afternoon,
We’re sorry to hear you were unhappy with our service. We have reached out privately through Trustpilot for further information, but have yet to hear from you. If you could please send your full address and a recap of the issue to customercare@smithandbyford.com, we will be able to help address your concerns
Kind regards
Smith and Byford
The gentleman arrived explained who he…
The gentleman arrived explained who he was & what he was here to do. He was polite friendly & a chirpy chap. He went about my gas safety certificate test in a methodical neat and tidy way explaining what he needed to do & asking permission at applicable times. He was extremely pleasant & i cant recommend him enough.
6 March 2026
Unprompted review
Reply from Smith & Byford
Hi there,
Thank you for your great feedback, and for responding to our information request. Our team will look up the job and pass on your review to the engineer and his line manager. Please do get in touch if you require any further assistance.
Thanks,
S&B
The engineer who called was polite
The engineer who called was polite, friendly and efficient and quickly solved the problem with my boiler. He arrived within the alotted appointment slot.
5 March 2026
Unprompted review
Was very efficient and professional.
Was very efficient and professional.
The gas engineer was happy to answer any questions I had regarding the boiler.
6 March 2026
Unprompted review
A+++++
On time and engineer was Adrian I think his name is ( been to sort boiler a few times) so a familiar face very friendly and showed me how to sort pressure on my boiler. Iv never had a problem with smith and boyde always been great
4 March 2026
Unprompted review
Reply from Smith & Byford
Hi,
Thank you for your great review, we appreciate you taking the time to write this. If you get a chance, please could you email customercare@smithandbyford.com with your full address so we can locate which engineer attended and pass on this review to their line manager
Thanks again
Smith & Byford
I am very satisfied with the service of…
I am very satisfied with the service of Smith and Byford . They were on point , their staff was superb and I’ve received an excellent service, a job well done.
28 February 2026
Unprompted review
Reply from Smith & Byford
Hi,
Thank you for your great review, we appreciate you taking the time to write this. If you get a chance, please could you email customercare@smithandbyford.com with your full address so we can locate which engineer attended and pass on this review to their line manager
Thanks again
Smith & Byford
CUSTOMER SERVICE FIVE STARS
The Customer Service Experience
i received from Sky at Smith and Byford was Excellent.
Thank You 😊
3 March 2026
Unprompted review
Reply from Smith & Byford
Hi,
Thank you for your great review, we appreciate you taking the time to write this. If you get a chance, please could you email customercare@smithandbyford.com with your full address so we can on this review on to Sky and their line manager
Thanks again
Smith & Byford
I heard the problem on the 3 of march…
I heard the problem on the 3 of march 2026 with my radiator not coming on the engineer came and he knew what he needed to do he needed to change the veil and he was explained in all the way through the process to me I forgot his name but he was a good man very clear for and very honest for what he had done it works now top marks to this engineer
3 March 2026
Unprompted review
Reply from Smith & Byford
Hi,
Thank you for your great review, we appreciate you taking the time to write this. If you get a chance, please could you email customercare@smithandbyford.com with your full address so we can locate which engineer attended and pass on this review to their line manager
Thanks again
Smith & Byford
AI 20 minute wait to speak to an agent…still no connection.
AI 20 minute wait to speak to an agent then when phone was picked up nobody answered, just voices and laughing in the background.
3 March 2026
Unprompted review
Reply from Smith & Byford
Hi there,
Thanks for responding to our information request, I can see on our system that we've been in touch and have booked an appointment with you. Please do get in touch if you require any further assistance.
Thanks,
S&B
The engineer was very polite and very…
The engineer was very polite and very tidy no mess hope I get him next year
26 February 2026
Unprompted review
Reply from Smith & Byford
Hi,
Thank you for your great review, we appreciate you taking the time to write this. If you get a chance, please could you email customercare@smithandbyford.com with your full address so we can locate which engineer attended and pass on this review to their line manager
Thanks again
Smith & Byford
He turned up promptly was very polite…
He turned up promptly was very polite and sorted exactly what was needed
26 February 2026
Unprompted review
Reply from Smith & Byford
Hi,
Thank you for your great review, we appreciate you taking the time to write this. If you get a chance, please could you email customercare@smithandbyford.com with your full address so we can locate which engineer attended and pass on this review to their line manager
Thanks again
Smith & Byford
I contacted Miriam at customer care…
I contacted Miriam at customer care call centre and explained my problem booking an appointment. She was extremely helpful and told me she would ring me Monday to try to sort something out. To my amazement she rang me first thing Monday morning and sorted my appointment for me. Exceptional service from Miriam more staff like this please. Thanks Miriam *****
Terri Downham
23 February 2026
Unprompted review
Reply from Smith & Byford
Good morning,
Thank you for your 5 star review, we really appreciate your kind words. We've identified the job on our system, and have shared your feedback with Miriam and her line manager.
Kind regards,
S&B
I had a new boiler fitted on the 6th of…
I had a new boiler fitted on the 6th of February 2026 I’ve had nothing but problems since. I had to have them out the next day as the newly fitted boiler shut itself off for safety reasons apparently because of air in the system to cut a very long story short 3 visits leaking radiators, flooded floor, ruined flooring, flooded neighbours garden I have woken up this morning with exactly the same problem too much air in the system so boiler has shut itself down for safety reasons! Too be fair the lads that have been to try and fix the issue have been lovely however there is clearly a problem with the insulation as this problem would not keep happening. Really, really had enough.
21 February 2026
Unprompted review
Reply from Smith & Byford
Good afternoon,
We’re sorry to hear you were unhappy with our service. We have reached out privately through Trustpilot for further information, but have yet to hear from you. If you could please send your full address and a recap of the issue to customercare@smithandbyford.com, we will be able to help address your concerns
Kind regards
Smith and Byford
This awful company left me for 2 weeks…
This awful company left me for 2 weeks over the Xmas period with no heating as my boiler was leaking it’s the 20th February and it’s packed up again as it’s leaking again.. the service is awful and there engineers need to get out of the cafe in cheam village and actually do some work.. find it very very amusing when you leave a negative review on there website it won’t post it.. you couldn’t make this up..
20 February 2026
Unprompted review
Reply from Smith & Byford
Good afternoon,
We’re sorry to hear you were unhappy with our service. We have reached out privately through Trustpilot for further information, but have yet to hear from you. If you could please send your full address and a recap of the issue to customercare@smithandbyford.com, we will be able to help address your concerns
Kind regards
Smith and Byford
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