Smith & Byford Reviews 649

AI 20 minute wait to speak to an agent then when phone was picked up nobody answered, just voices and laughing in the background.

The engineer was very polite and very tidy no mess hope I get him next year

He turned up promptly was very polite and sorted exactly what was needed

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

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.

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..

Awful service, no-one answers the phone on hold for at least 20 minutes normally longer every time you call. No show for appointments, do not want to fix a problem. Pressure keeps dropping on new boiler, wish I had refused a new boiler now. No heating or hot water again, no idea when anyone is coming out as they can't even give an am or pm indication.

This firm is a joke I have been waiting in doors all day for a appointment that they gave me and said that they couldn’t give me a afternoon or day appointment for them to phone me at 4,45 pm to say a engineer will not be able to come out today 16/02/2026 I am self employed and have lost a days work and no one is accountable They say the will contact me for another appointment 🤡Swale are no better but they do eventually turn up . I couldn’t give no stars

Absolutely the worst company I've had to deal with. Ongoing heating problem that their engineers have been out to at least 4-5 times. Incompetent, no parts, dont turn up for appointments which I lose work for. So far, they've cost me around £400 in lost wages waiting for them to turn up. Still not fixed.
Emails of complaint sent which they don't even have the courtesy to reply to. They can't even give you a time or ask engineer to call when they're half hour away. Until recently, they didn't even have a call back system, meaning I've wasted hours on the phone trying to get through.
Steer clear if you have a choice.
I wouldn't even merit them with 1 star!

Smith and Byford
As per your reply,
I have already written to you several times with details of my complaint, why don't you look up on your system if you want to know the details or refer to RHP the housing partnership I also complained to?
I'm not doing your job for you or wasting any more time here.

As for reaching out through this platform and not getting a reply, you only posted this 3 hours ago! At least I move quicker than your company!
You have your reply.

I have to say that I moved from another service company years ago and I have never regretted it.
I had a problem with my shower so on ringing to customer service I was met with a lady with a charming attitude to which I explained the problem, she then arranged a time that was convenient to me. Very efficient and professional.
My engineer Simon turned up as arranged on time and quickly diagnosed the problem, he then explained what parts I needed to obtain.
A new appointment was agreed with the office.
Simon has just repaired the shower and has just left. Job done. Simon was respectful to my house and worked in a very clean way.
I have had to use Smith and Byford many times over the years and I can honestly say that they have never let me down and would thoroughly recommend them.
Many thanks

Smith & byford are not professional. I’ve been without hot water & heating from the 2/1/26 Today i’ve had another engineer come back to still not having no hot water & heating. I’ve taken time off work for other previous appointments. For one of the engineers to tell me it wasn’t on my portal. Even Today’s job wasn’t rectified. Im still without heating & hot water I’m extremely frustrated now

Just saw the video going around on social media. Sort your staff out.

Good on boiler repairs sometimes but I still need them to replace my boiler in my kitchen I can not move to a new property because their is no new property for me to move to, at the moment

Date 09/02/2026

We have had an ongoing relationship with Smith & Byford since a new boiler was installed around four years ago.
During the last couple of years the same engineer has repeatedly attended not to properly resolve the underlying fault, but instead to apply temporary “patch-up” fixes.
As they are on a retainer, there appears to be little incentive to permanently resolve the issue.

Two weeks ago, the situation escalated significantly. The engineer attended, broke the boiler, and then shut it down completely. Since then, our household has been left without heating or hot water in the middle of winter. We have two children living in the property, which makes this completely unacceptable.

Despite numerous calls asking for this to be treated as a matter of urgency, Smith & Byford have been unwilling to accommodate reasonable appointment times.

They insist on attending only when we are at work, despite the fact that we have already exhausted our available days off waiting for them to attend previously.

At this point, we feel ignored, unsupported, and left in an extremely difficult position. A contractor responsible for essential services like heating and hot water should be capable of responding urgently and professionally—particularly when their own actions caused the failure.

Very disappointed with both the service and the lack of accountability.

Frequent no show or come late as scheduled and excused for not carrying out the agreed and scheduled works. No bother for the residents taking leave for work at weekdays in order to let the engineers in the house to do the work.

Sometimes, the engineers / plumbers do not know what tasks they have to do on site (thus not bring them with the appropriate tools) though the CS confirmed with the residents all supposed tasks to do at appointed dates and times by email and over the phone. Lack of professionalism and miscommunication made a task dragged over half year.

The service is excellent as far as speed is concerned,you tell them the problem over the phone,an engineer comes to your home and the problem is fixed within 5 minutes. Comprehensive efficiency does seem to suffer, though, my central heating was initially fixed so that it worked, then I found a radiator didn't work, that has been fixed, but now a radiator doesn't give as much heat as it did before the radiator that didn't work was fixed. You don't know if new efficiency measures mean that a comprehensive run through of a system to check that it all works would save time and money in the long term.

They never answer the phone... after one hour I gave up

S&B have been great. The office staff are friendly down to earth and eager to help. Ive had numerous gas engineers out and carpenters. Both have done an amazing job each time. All workers have been clean while they work & polite. Our yearly gas check is usually done by Dave. Great asset to the company. S&B have never let me down. They always get an engineer out quickly & problems have been solved. Thanks to all the staff at S&B
Merry christmas

i have no heating or hot water. last week i was told i need a new pump on my boiler . today he turned up tp do safety check . no pump. he knew nothing about it. waste of time. why do a safety check when i have no gas being used. moronic

Synth and byford came Serviced my boiler , next day the pressure had gone no heating no hot water .a Man from symth and byford came out did something to the boiler made a leak that wasn’t previously there turned the boiler off said it wasn’t safe ! A week later still no part synth and byford said was going to take 3 weeks to arrive . So valliant were contacted who is the manufacture who came out the next day to see if they had the part .they Turned the boiler on and said there was no reason the boiler was off nothing wrong with boiler . The pressure just needed adjusting ! Then another symth and byford bloke came out who also confirmed the part that was ordered was not needed and the boiler could have been on this whole time I am disabled with 4 children and a 1 year old and have spent a whole week no heating and hot water for no reason at all just because synth and byford wanted to make some extra money !!!! I ALSO WOULD HAVE SPENT A FURTHER 3 WEEKS WITH NO HEATING OR HOT WATER WAITING FOR THIS PART THAT WAS NOT NEEDED IF SYMTH AND BYFORD HAD THIER WAY . I HAVE A 1 YEAR OLD AND 3 OTHER CHILDREN I HAVE A HEART CONDITION AND A PAIN CONDITION WHICH IS WORSENED BY THE COLD