Smith & Byford Reviews 

The engineer who called was polite, friendly and efficient and quickly solved the problem with my boiler. He arrived within the alotted appointment slot.

Was very efficient and professional.
The gas engineer was happy to answer any questions I had regarding the boiler.

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

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.

The Customer Service Experience
i received from Sky at Smith and Byford was Excellent.
Thank You 😊

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

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.