BSW Heating Limited Reviews 

I am writing to express my urgent concern regarding my heating system. I have been trying to reach your service for assistance with my radiator, which is malfunctioning and not turning off. It has been excessively hot, and I am worried about the potential hazards it poses, especially given the loud banging noises it makes every two hours.

As a 70-year-old resident, I find myself in a precarious situation, having spent hours on hold over the weekend without resolution. I was on hold for over two hours today alone, and when I attempted to leave a callback request, I received no follow-up.

I kindly urge you to prioritize this matter, as I cannot safely remain in my home with an overheating radiator. Your immediate assistance is greatly appreciated.

Thank you for your attention to this urgent issue.

Excellent customer service.
Professional, knowledgeable and very pleasant customer service and engineer
Thank you very much Amanda, Shanice and Sophie.
Huge thank you to engineer Lewis for his expertise and again extremely pleasant manner

Yesterday I made a call around 10:25pm, I was really happy the lines were open so late in the night. I called asking about any updates on replacing our broken heaters and Shanice, the person who I spoke to made it clear our heaters will be replaced once my landlord approves of it, which I understand.

Shanice also arranged for a heater to be sent to us to use while we wait for our repairs. She was really friendly, professional and understanding.

I received the heater not too long ago.

I spoke to the out of hours team and i was very impressed with their professionalism and how helpful they all were i had a repair that was raised it took 3days for it to be allocated however i spoke with Amanda, Shanice and Ioana who all did their best into chasing this for me although i was extremely upset with how BSW have handled my repair speaking with these girls somehow made things clearer for me and they were such a delight to speak with. Sophie the manager went above and beyond to help me and managed to get my repair sorted with one of the emergancy engineers who has now resolved my issue.

BSW Heating’s service has been absolutely disgraceful. My elderly mother has been without any heating or hot water for over a week, and despite countless calls, promises, and so-called appointments, nothing has been done.

An engineer came over last week, said a part was missing, and promised to return — but he never came back. We’ve had no communication or updates since then. I’ve spent hours trying to reach them by phone, including one instance where I was on hold for more than three and a half hours while being number one in the queue.

After repeated complaints to Notting Hill Genesis (her housing association), I was told that BSW would send someone between 6 PM and midnight to fix the problem or at least bring a temporary heater. Around midnight, my mother received a call saying no one could attend and no heater would be provided.

When I phoned back to complain, the staff member I spoke to (Sophie) initially told me that I couldn’t even make a complaint directly to BSW Heating — only through the housing association. After I pushed back, she finally gave me their internal complaints email.

This is completely unacceptable. BSW Heating has shown no urgency, no compassion, and no accountability while leaving a vulnerable, elderly person without basic living essentials. I’m appalled that a company entrusted to handle housing association repairs could treat residents like this.

Avoid this company at all costs. I sincerely hope Notting Hill Genesis reconsiders their partnership with BSW Heating, as their lack of care and professionalism is shocking.

Worst company I’ve dealt with. Lack of care, everyone pointing fingers and someone else. No accountability. I’ve had a broken boiler for a month now. For the last month I’ve had no hot water or heating. You call them everyday and tell them that they come up with the same rubbish we’ve ordered a part and all that nonsense. They get here and then realise they have to order another part. This happened about 4 times. They don’t know what they’re doing. Highly recommend not to use.

BSW Heating is an awful company

Unprofessional and disrespectful engineers..last an attended appointment on 21/10 and today 24/10/2025.

My boiler has a problem with losing pressure which means I do not have heating right and this issue has been going on for more than 3 months. Although I have a baby in the flat but BSW what they do is booking appointments they don't attend and their keep on lying by saying that they came but no access.

They do not have professional engineers who can do the job properly because some of their engineers cannot even figure out how to top up boiler pressure and ask a customer to show them simple things.

Absolute awful company, should not even be allowed to remain as a ‘company’.

They’re very good at lying and saying they are coming out when boiling isn’t working my brother has been waiting 2 full days and another by the looks of it, very bad mental heath and they are 100% adding to it. DISCRACE. Date of experience 17th, 18th and 19th of October and definitely going to be another day tomorrow!!!!!

Bsw are appalling im severely disabled physical and mental disabilities. I have been left without hot water and and heating since Thursday. Its freezing. Iv been isolated and told I am not allowed to leave as somone must be in. I have gone without essential shopping and required necessities three days. I rushed home thurday to ve home and then was told allocated the next day from 8-12 midnight nobody came. I waited and waited without an food in doors I was scared to miss them so wouldnt leave as instructed. Today I called up and was told for some reason the job was allocated to the wrong person for this area. I was told today somone will come. I am still waiting and not holding much hope. They do not even take any consideration or care into anyone with a disability. I believe I was palmed off again today told a lie to get them through the weekend and then ill have to phone up again Monday which I will not be doing it! Three days running. Im going to report them to my MP, local council and pay for a service myself and charge the council! BSW are quick to telling the council we need new boilera instead of replacing parts and they replace a good working bolier with cheap crap. Once they installed not bother about anything else. I had to repair my own walls and make good of the works carried out. No boxing in provided and the Heating never worked right since they changed my boiler! Supposed to have saved me money yet it costs me more to heat the house and not all pipes work. They moved my thermostat into the hallway by the cold kitchen and front door and thats another issue in its self! Avoid this company at all costs. No good and treat customers with no respect.

I longed on to wright a feedback to BSW but After reading all the BSW review i dont want to add any more 0 star

Luke came here for second time to do a job and is always so friendly and goes above and beyond to fix problem, he is professional and always puts customer first !

my heating was leaking and you come to fix it on thursday and today it has gone wrong again. i dont think it was fixed but just the preasure was down.

I must admit going through my trials with this company but in the end I will highly recommend the services provided by Adrian and Big Mark in installing my towel rail with such expertise and professionalism. These two gentlemen are certainly an asset to this company.

I contacted BSW through my landlord to look at our boiler. They rang me to see when I was available and there was an engineer here (Luke) within the hour. He knew what was wrong straight away and fixed it within a few minutes. All round a friendly, professional, and efficient service!

I have been without hot water for 4 days now someone was supposed to be here 2 days ago but they did not show up nor tell the company the reason as to way they never.
I was waiting home all day yesterday as A new job was allocated , a young man was outside in his van playing music he was there no longer then 2 minutes, I tried to go down stairs to let him in but by the time I put my shoes on and carried my son down he sped off.
Could the company please have words with the younger gentleman as this is the fourth day I have not had any water and he was just in a rush to assume no one was in and drive off or even better stop employing people like that . He never even phoned the office to ask if I was in.

Disrespectful, Dishonest, and Completely Unprofessional

I’ve never experienced a company as incompetent and dismissive as BSW heating. I went through their Stage 1 and 2 complaints process only to be told the matter was resolved when it absolutely wasn’t. They made false accusations, ignored my communication preferences (despite me stating that I can’t receive calls or texts, only emails), and provided no real investigation into my concerns.

They claimed they “called me” when I’m known to be on the school run between 7:45–9.30am( a fact I clearly communicated via email requested it to be placed onto the notes . An engineer apparently “took photos” (with no time evidence) and said a dog was barking, which they used to imply I was home however my neighbours have a dog it was placed in the response email of stage 2 which held no relevance.

The handling by Deborah Tidy, Customer Experience Senior Administrator, was shocking. She made misleading statements, defended her staff without proper investigation, and essentially dismissed my experience by offering a £60 “gesture” with contradictory explanations in the letter.

Prior to that an engineer also spoke to me aggressively, shouting and refused to wear foot covers (despite my household’s medical vulnerabilities), and swore at me before walking away. I was in utter shock I even called customer service in front of the engineer and he cancelled it and walked away but Deborah Tidy stated I refused entry he closed the file and swore at me I was in disbelief and called the office straight away and I called my housing officer who was 2 mins away.

When I had not got water for two weeks and hearing bearing in my mind I have two children with serve sen needs I complained, I was told “You’re not a priority”.

BSW has shown:
• No accountability
• No respect
• No basic customer care

Their only concern seems to be protecting themselves and their contract with the housing association. If you’re a vulnerable tenant or someone with additional needs, expect to be treated like you’re disposable.

By the looks of things it’s very similar complaints and different times but they clearly haven’t improved anything avoid this company at all costs if you have any choice. Absolutely appalling.

Terrible company. Left without heating and hot water in November (house reached 11c) for 14 days because these idiots wouldn't purchase parts from any other supplier, other than the one they insisted on using. The parts were cheap things you could get from any plumbers merchant or even a screw fix. The call centre staff are horrendously rude. I even made a full scale complaint against one of them because she was just nasty, condescending. The engineers coming out to do the work are always good guys, I feel bad they're attached on to such a rude call centre set up and terrible organisational processes.

Being tailgated doing 85 on the M20. Didn't catch the guys reg but if he's stupid enough to do it in a sign written van, I imagine he's stupid enough to not be a great heating engineer....

Still waiting for hot water boiler repair
Technician wrongly diagnosed part needed over a week ago and now waiting for a completely different part with no date in sight for fitting and now cant get in contact with customer service as they will not answer the phones, absolute shower, no pun intended

engineer masturbated and ejaculated on my kitchen floor .just waiting to hear what they say before i take this DNA evidence to the police ,have him reported ,arrested and fired