Sureserve Reviews 

Very professional conduct. Easy to communicate with him and most importantly issues were resolved in a timely manner.

Our engineer a lovely young man called Subhan Ali was first class, he explained what he was going to do and the timescales involved. He was quick and efficient, polite, helpful and very curteous. He is a credit to this organisation. I felt at ease with him in the house. Thanks again Subhan

Excellent service from 2 engineers Carl English and Harley Blundell today very tidy and polite and helped with thermostat instructions. Very good job.

Amazing - and had my hot water back on within seconds due to doing a quick phone call over the phone instead of actually calling an engineer out. So easy and Thankyou again to Reg who was very friendly and reassuring. :)

Very friendly quick done the job tidied up after themself

I wasn’t going to leave a review, but after the final outcome today, I felt it was only fair to share my experience so other customers know what they may be dealing with.

I’m a business owner myself, so I understand that things can go wrong, and I have been nothing but patient throughout this entire process. I also want to make it clear that the reception and customer service staff I spoke to were always polite, apologetic and genuinely seemed to be trying to help. Unfortunately, the communication and decision-making above them has been a completely different story.

My street was having cavity wall insulation carried out. The first surveyor came to my property, checked and tested everything and confirmed we were good to go. I paid the money and waited around two weeks for the work to begin.

The installers then arrived at around 7:30am, started their generator, walked around the back of the house and then told me the work couldn’t be completed because of my decking.

Fair enough — at that point I accepted it. I was getting the cavity wall insulation done for around £500, so I decided to lift the decking myself and rearrange the appointment.

Another two weeks passed. By complete luck, a different surveyor happened to be visiting my neighbour. There was nobody scheduled to visit me and he had no knowledge of my situation, but he kindly came over to have a look.

His first question was: “Who told you to lift your decking?”

I explained what had happened. He then pointed out that, because I live on the end, I have a side garden and driveway that would also need access. My side path is porcelain slabbed and the driveway is tarmac. I was then told I would essentially need to lift the path and potentially dig up part of the tarmac driveway for the cavity wall insulation to be completed.

At that point, doing the cavity wall insulation on its own simply wasn’t worth that level of disruption. However, the original plan was for the cavity wall insulation to be completed first, followed by external wall insulation. I therefore explained that I needed to know whether the external wall work could still go ahead. If it could, then I would consider going through with the additional work and disruption required for the cavity wall insulation.

I then spent almost two months calling the company, often weekly, trying to get a clear answer. I was repeatedly told the matter was with managers or being passed to someone higher up, but nothing ever seemed to move forward. Again, the staff answering the phones were always nice and apologetic, but it felt as though the people actually in a position to make decisions simply didn’t care.

During this time, my garden was left dismantled while I waited for an answer. I specifically explained that my children’s birthdays are on the 19th and that I needed the back garden ready for them. I could not leave the garden in that state indefinitely while waiting for someone in management to make a decision, so eventually I had no choice but to go ahead and have the garden put back together.

Then, only today — after I had already gone ahead and had the work done to reinstate the garden — I was finally told that the external wall insulation cannot be completed either.

That was the point that pushed me to leave this review.

Had I been given a clear answer weeks ago, I could have made an informed decision about whether it was worth carrying out the additional work required for the cavity wall insulation. Instead, I was left waiting for almost two months with no clear answer and eventually had to put my garden back together.

I am now potentially almost £5,000 out of pocket, with no cavity wall insulation and no external wall insulation. After everything that has happened, the only resolution offered is a refund of the roughly £500 I originally paid.

I understand businesses are busy and that jobs can run into unexpected problems. However, these were basic access and suitability issues that should have been identified during the initial survey. Had the property been properly assessed and had I received clear communication when I asked for it, this entire situation could have been avoided.

Unfortunately, based on my experience, I would not use or recommend this company.

I was very happy with the engineer Stephen Howe as he was doing the great job and also very respectful 🙏🏿 👏

Owen Ward did the installment of my new meters today, he was very efficient and well mannered and did the job without any issues! Many thanks!

Stephen Howe done a excellent job, very polite, explained in detail about energy saving 10 stars in a could😁😜👍

Lovely friendly guy who got the job done swiftly. Would Highly recommend

Chris Wemyss did an excellent job on changing our meters. He explained every step of the work being carried out and was very pleasant and friendly.

After being in a dispute over repairs for over a year I cannot fault the young lads who worked in my property today they were very professional and hands on and a credit to your company
Carl English and sonny
I suffer with anxiety and have children with asd and adhd and they were absolutley brilliant getting the job done

My 94 year old Father had a problem with Scottish Power with regard to his electricity meter after his electricity meter had caught fire, after 8 weeks the issue was still not resolved, I contacted Amanda Blakelock Quality Team Leader at Sureserve, she was brilliant in helping to resolve the issue, she went out of her way to make sure things got sorted. She also kept me informed throughout on the progress. I can't thank her enough for her perseverance and determination to get the problem resolved, she could so easily told me that it was Scottish power problem to sort out, but no she took it upon herself to help, she was absolutely brilliant.

The Electrical Supervisor at Bathgate Walter Denham was great! He helped me resolve a stressful situation with my electric supplier.

The Sureserve Engineer, Stephen Howe, arrived in the allotted time and fitted the new meter efficiently and effectively keeping me informed of progress at each step of the install and informing us of energy saving ideas and installing an IHD.

Dominic had a very difficult job on an extremely hot day. He was very thorough and he was cheerful, informative and helpful.

I would just like to thank Dan Watson the gas engineer/plumer that came to my home in Milton Keynes to install new radiators and combi boiler. He worked from start to finish in the heat we have been having not stopped for anything he did an amazing job. And left everything clean well done Dan

Your workers think it’s appropriate to park in children and parent parking at the Aldi in their vans

The engineer was very polite and efficient and relayed everything he was doing to me great experience

Excellent service from start to finish! After reporting my electricity supply was off, Chris Wemyss arrived quickly to sort it out, he also installed an upgraded smart meter. He was incredibly friendly, professional, and knew his stuff. He explained everything clearly, worked efficiently, and left the area spotless. Very much appreciated.