Good and bad. Replacement boiler good. Agreement to remove 30 year old not particularly working well large radiator. Your QC who came end of the day hot and bothered didn’t care what I said. Next da... See more
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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
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
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
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
3.9
Great
737 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 83% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Very polite and friendly man serviced…
Very polite and friendly man serviced my boiler, fast and efficient service
April 22, 2026
Unprompted review
Reply from Smith & Byford
Good morning,
Thank you for your great review, we appreciate you taking the time to leave this.
Kind Regards,
Smith & Byford
Advertisement
Regular gas safety check perfect…
Regular gas safety check perfect service over many years. Also had an emergency repair needed a few months ago where no hot water or heating due to a failed small component fixed in a few days and extremely satisfied.
April 20, 2026
Unprompted review
Reply from Smith & Byford
Good morning,
Thank you for your great review, we appreciate you taking the time to leave this.
Kind Regards,
Smith & Byford
I had an annual boiler safety check…
I had an annual boiler safety check yesterday. The lady was efficient, friendly and very helpful
April 21, 2026
Unprompted review
Reply from Smith & Byford
Good morning,
Thank you for your great review, we appreciate you taking the time to leave this.
Kind Regards,
Smith & Byford
Great service
Great service, gas man respected my property and was helpful and pretty decent
April 20, 2026
Unprompted review
Reply from Smith & Byford
Good morning,
Thank you for your great review, we appreciate you taking the time to leave this.
Kind Regards,
Smith & Byford
Terrible
Last time the engineer refused to carry out the appointment and rudely said "i cant work like this !!" without stating why
Rebooked and no one turned up after i waited in all afternoon, after battling with the chatbot they said that they failed to gain access
So they lie as well !!
April 20, 2026
Unprompted review
Reply from Smith & Byford
Good morning,
We’re sorry to hear you're unhappy with the service. Could you please email customercare@smithandbyford.com with your full postal address and details of the service you received so our team can investigate this.
Kind regards,
Smith & Byford
Advertisement
A young guy came to do a yearly gas…
A young guy came to do a yearly gas safe check, I didn’t ask his name. He was cheerful, polite, a tidy worker, respectful and knowledgeable when I asked some related questions.
Thank you for the great service provided.
April 14, 2026
Unprompted review
Reply from Smith & Byford
Good morning,
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 review & full address so we can locate which engineer attended and pass on this review to their line manager.
Thanks again
Smith & Byford
A boiler gas check I requested
Kind young man entered my home to do a gas check for me. Was polite and very sweet to my dogs. He was very proactive got the check done in 20mins was great.
April 14, 2026
Unprompted review
Reply from Smith & Byford
Good morning,
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 review & full address so we can locate which engineer attended and pass on this review to their line manager.
Thanks again
Smith & Byford
They Came to lovely young men said they…
They Came to lovely young men said they would be back on Monday they came and they carried out the repair. Very polite. .
April 13, 2026
Unprompted review
Reply from Smith & Byford
Good morning,
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 review & full address so we can locate which engineer attended and pass on this review to their line manager.
Thanks again
Smith & Byford
Arrogant engineers
Engineer thinks he can park wherever he pleases, then acts ignorant when confronted.
April 14, 2026
Unprompted review
Reply from Smith & Byford
Good morning,
We’re sorry to hear you're unhappy with one of our engineers. Could you please email customercare@smithandbyford.com with your full postal address and details of the incident so our team can investigate this.
Kind regards,
Smith & Byford
Advertisement
Man very nice l told l have hearing…
Man very nice l told l have hearing problem he really good told what he doing and everything in good condition
April 13, 2026
Unprompted review
Reply from Smith & Byford
Good morning,
Thank you for your great review, we appreciate you taking the time to leave this.
Kind Regards,
Smith & Byford
It is the good service
It is the good service, on time arriving, perfect doing the job
April 13, 2026
Unprompted review
Reply from Smith & Byford
Good morning,
Thank you for your great review, we appreciate you taking the time to leave this.
Kind Regards,
Smith & Byford
I’ve always had a great experience with…
I’ve always had a great experience with Smith & Byford. They responded very quickly when I called, which I really appreciated. The engineer who fixed my boiler was friendly, professional, and took the time to explain everything clearly. Very helpful service — highly recommend
April 10, 2026
Unprompted review
Reply from Smith & Byford
Good morning,
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 review & full address so we can locate which engineer attended and pass on this review to their line manager.
Thanks again
Smith & Byford
they just didn't bother to show up
they just didn't bother to show up. no call from them. no corospondane at all. a total waste of my time. called at 8am this morning...still waiting ar 5pm.. told my housing officer they can come anytime up to midnight. bearing in mind that I am an elderly person with disabilities and multiple health conditions. it's just not good enough..if you can't handle the job give it to someone who can.. I would definitely NOT recommend this company to anybody..I have read the reviews and to be honest THE PEOPLE ARE NOT LYING..I am one of those people. to be honest I'm flabbergasted.. Smyth and Byford GET YOUR ACT TOGETHER..
April 10, 2026
Unprompted review
Reply from Smith & Byford
Good morning,
We’re sorry to hear you're unhappy with the service. Could you please email customercare@smithandbyford.com with your full postal address and details of the service you received so our team can investigate this.
Kind regards,
Smith & Byford
Advertisement
Turned up on time
Turned up on time, very professional treated my property with respect and a very pleasant man
April 9, 2026
Unprompted review
Reply from Smith & Byford
Good morning,
Thank you for your great review, we appreciate you taking the time to leave this.
Kind Regards,
Smith & Byford
Turned up quickly after heating fault…
Turned up quickly after heating fault reported. Fixed within 30 mins of arriving by lovely young man. No mess or dramas, so very happy.
April 8, 2026
Unprompted review
Reply from Smith & Byford
Good morning,
Thank you for your great review, we appreciate you taking the time to leave this.
Kind Regards,
Smith & Byford
I wouldn’t even give them one star
I wouldn’t even give them one star! Called them about 9-10 times to sort my elderly mother’s boiler - she had no heating or hot water. She is 80 and in poor health living in sheltered accommodation. She tried to deal with it herself initially but was constantly fobbed off. I got involved to try to sort it and there are still issues. The engineers do not do their job. They are incompetent, careless and flippant. One engineer refused to move my mother’s towels to access the boiler in her hallway which is shocking given she is elderly and barely able to stand. Abysmal service. I’m still battling to get the issue fixed.
April 9, 2026
Unprompted review
Reply from Smith & Byford
Good morning,
We’re sorry to hear you're unhappy with the service. Could you please email customercare@smithandbyford.com with your full postal address and details of the service you received so our team can investigate this.
Kind regards,
Smith & Byford
Thank you, so much for your help and support. I appreciate the engineer who fix the job. 33 highcross way
They are professional and extremely helpful for the crucial time.
April 3, 2026
Unprompted review
Reply from Smith & Byford
Hi Khorsheed,
Thank you for your 5* review, we really appreciate you taking the time to write this. I've passed the details on to our Customer Care team, who will in turn pass on your feedback to the attending engineer and his line manager. We would advise you now edit your review for your privacy, as it contains sensitive information.
Thanks again,
S&B
Advertisement
Gas check appointment…
Engineer was very professional showed his credentials when I answered the door was very efficient doing his checks was pleased with service overall
March 31, 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
Gas safety check boiler/meter on rented…
Gas safety check boiler/meter on rented property, booked first call, bang on time, quick, no mess, all good.
March 30, 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
Professional and trustworthy
I used Smith and Byford services several times and repairs I needed were timely fixed.
Friendly and proffesional engineers.
Recommend.
March 19, 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
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.