Review Time
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.
The speed of service is commendable; you report an issue, and an engineer arrives promptly, often resolving it within five minutes. However, the overall efficiency seems to lack. My central heating was fixed initially, but then I discovered one radiator was not working. While that was addressed, another radiator is now providing less heat than before. It raises questions about whether new efficiency measures could enable a thorough check of the system to save time and money in the long run.
The service excels in speed; you report a problem over the phone, and an engineer arrives quickly, often fixing it in about five minutes. However, the overall efficiency seems to be an issue. My central heating was initially repaired, but then I found that one radiator wasn’t working. While that was fixed, another radiator now provides less heat than before the previous repair. It's uncertain if implementing new efficiency measures could lead to a comprehensive system check that would save time and money in the future.
The service has been fantastic. The staff are friendly and eager to assist. I’ve had several engineers come out, and they've consistently done an excellent job. All workers have been tidy and polite. Our annual check is usually done by a great technician. They’ve always responded quickly, and any issues have been resolved. Thanks to the entire team and happy holidays!
I have been without heating or hot water. Last week, I was informed that a new pump was needed for my boiler. Today, the technician arrived to perform a safety check but had no knowledge of the pump issue. It felt pointless to conduct a safety check when there is no gas being used.
The service team came to fix my boiler, but the next day the pressure was gone—no heating, no hot water. A technician came, caused a new leak, turned off the boiler, and deemed it unsafe! A week later, the manufacturer confirmed there was nothing wrong with the boiler. It just needed a pressure adjustment! I have been without heating and hot water for a week due to unnecessary complications, which is unacceptable given my situation with children.
How can you leave customers in below-freezing temperatures without hot water or heating? This is unacceptable. I’m reporting this service as I was told to wait from Friday to Tuesday for help. It's inhumane to expect anyone to endure that. The staff simply claimed they were unable to do anything.
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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.
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