If I could give this company -100000 stars out of 5 I would. We reported that our boiler stopped working on 5 January to our housing association (L&Q). We had no hot water and NO heating. We have spent a small fortune trying to heat our house with electric heaters. We have a 10 year old child living at the property and a woman with bronchitis, made worse by the cold (coughing up blood). Both L&Q and Swale were repeatedly made aware of this. L&Q have a contract with Swale Heating to service our area for boiler repairs, presumably because they get some sick sense of joy out of tormenting their tenants with such abysmal service provided by Swale. Swale were booked to come to our house on 8 January. They did not come. They also didn't inform us they were not coming. We had to call them to find this out and no reason was given by Swale for why they cancelled the appointment and didn't tell us. They then said they would come on 10 January. Again they didn't come and we had to call them to find this out. First we were told that the engineer booked for the appointment was sick on that day (how this is even remotely our problem, I don't know), then we were told (on 11 January when we called again) that actually the engineer had simply run out of time to attend our appointment on 10 January because his earlier ones had run over for the day. It was also not until 10 January that someone dropped off some more electric heaters for us to use. Swale apparently could not book us in again until 17 January because there were a "high number of boiler issues in our area". No consideration given at all for the fact that a minor and a sick and vulnerable person were residing at the house with no heating or hot water for nearly a week already at that point. Now, you may be thinking "surely these guys wouldn't cancel on these people FOR THE THIRD TIME, like completely imbecilic monkeys. That would be absurd". However, rest assured that they were consistent in their failure to do anything they say they will do. Somehow, despite the second rescheduling being made BY Swale on 10 January for 17 January, they called us for 10 seconds on 17 January and left a voicemail telling us our appointment couldn't be completed and to call them back to reschedule. This time the pathetic excuse given was that the repair required a specialist engineer (how they would even know this considering nobody had attended the property to even carry out a check is beyond me), who wasn't on hand on the day of our appointment which Swale had booked in 7 days prior. When queried why it wasn't ensured that the right type of engineer would be available to attend the appointment that was booked on 10 January Swale simply told us that we should query everything with L&Q because we had raised a complaint with them about this situation on 11 January and refused to provide an adequate explanation as to how this situation happened. The advisor on the phone, someone called Jeanette, also ended the call "because there's nothing more" she could do for us. We had no confidence that the engineer would indeed actually appear on the date of the FOURTH appointment made in TWO WEEKS by that point to fix our boiler so we could HAVE HOT WATER AND HEATING in our home so we queried whether we could pay to hire another company to attend our property and fix the issue instead. L&Q advised us that this would mean that they would not be able to fix any future boiler issues and we would have to pay out of pocket for this and could become liable for things like gas leaks etc. Essentially we are held hostage to stick with Swale despite them being allergic to being competent. We had raised a complaint with L&Q on 11 January but it was not until we called them again on 17 January that we were advised that Swale had WAY surpassed their SLAs for the type of issue we had. They should have attended the property and resolved the issue within 5 working days AT MOST. By this point it had already been 8 working days and nearly two full weeks after we initially reported the boiler failure to L&Q. Again I repeat that in this entire time WE HAD NO HOT WATER OR HEATING IN THE HOUSE. An engineer did miraculously appear on 18 January and was able to fix the problem in less than an hour. So we have been freezing to death in our own home for no good reason, Swale canceled on us THREE times because of their own incompetence. If you are not held hostage to use them by your housing association, avoid at all costs. You will be left without a repair or even a visit to the property for an undetermined period of time because Swale do not care about delivering on the appointments THEY book in for you. I will absolutely be pushing this complaint forward all the way to the ombudsman. Swale do not care if you freeze in your own home, can't take a hot shower or properly dry your clothes in the winter. You will be left to suffer.