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.
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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.
