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Smith & Byford Reviews 649

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TrustScore 3 out of 5

3.1

Boiler and Heating Service
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Review summary

Created with AI, based on recent reviews

Looking at 107 reviews, most reviewers were somewhat happy with their experience overall. Many customers appreciate the professionalism and efficiency of the staff, especially during gas safety checks and emergency repairs. People often highlight the politeness and helpfulness of the engineers, noting their tidy work and willingness to answer questions. The speed of service for fixing problems is also frequently mentioned positively. However, some people were dissatisfied with the customer service, reporting long hold times and difficulties in getting appointments sorted. There are also concerns about engineers not showing up for scheduled appointments or not having the correct parts, leading to prolonged issues with heating and hot water. A few customers also mentioned problems with the facilities, such as concerns regarding installation quality or issues arising during repairs.

What people talk about most

Service

Consumers find service to be ambiguous, with some praising engineers for quick problem identification,... See more

Staff

Customers consistently note ambiguous experiences with staff. Many reviewers praise engineers for being... See more

Customer service

Reviewers consistently express dissatisfaction with customer service. Many report issues such as rebooked... See more

Customer communications

Clients share ambiguous opinions on contact. Many customers report significant difficulties reaching the... See more

Facilities

Customers had negative experiences with facilities, consistently reporting issues with heating and hot water.... See more

Reviews shaping this summary

Rated 5 out of 5 stars

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

Rated 5 out of 5 stars

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 e... See more

Company replied

Rated 5 out of 5 stars

The young man that attended my property was very polite as soon as I opened the door😊 He was polite & professional when he was in my home aswell. He even took time out to try & answer some quest... See more

Company replied

Rated 5 out of 5 stars

The gentleman arrived explained who he was & what he was here to do. He was polite friendly & a chirpy chap. He went about my gas safety certificate test in a methodical neat and tidy way explaining w... See more

Company replied

Company details

  1. Boiler and Heating Service

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

3.1

Average

TrustScore 3 out of 5

649 reviews

5-star
4-star
3-star
2-star
1-star

Replied to 82% of negative reviews

Typically replies within 1 week

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Companies on Trustpilot aren't allowed to offer incentives or pay to hide reviews. Reviews are the opinions of individual users and not of Trustpilot. Read more
Rated 5 out of 5 stars

I have been using Smith & Byford for a…

I have been using Smith & Byford for a number of years and have always been impressed with their service.
The staff are very helpful and friendly.
I would highly recommend them.

23 March 2026
Unprompted review
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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

Rated 5 out of 5 stars

NO NONSENSE GETS THE JOB DONE WELL PLUS

They were on time. Quick efficient thorough, clean and tidy and did extra jobs i didnt expect. Pleasant strapping lovely men ha!

19 March 2026
Unprompted review
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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

Rated 5 out of 5 stars

Very Polite, Professional & Efficient

The young man that attended my property was very polite as soon as I opened the door😊
He was polite & professional when he was in my home aswell.
He even took time out to try & answer some questions I had about my hot water.
Was very Pleased & Happy with his work & his mannerism!
***** Rating!
Would Recommend Smith & Byford Ltd

20 March 2026
Unprompted review
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Reply from Smith & Byford

Hi there,

Thank you for your great feedback, and for responding to our information request. Our team will look up the job and pass on your review to the engineer and his line manager. Please do get in touch if you require any further assistance.

Thanks,
S&B

Rated 5 out of 5 stars

The engineer who checked my gas boiler…

The engineer who checked my gas boiler was friendly and professional in his attitude

20 March 2026
Unprompted review
Smith & Byford logo

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

Rated 5 out of 5 stars

Good job done fixed my heating came…

Good job done fixed my heating came back until they found the problem. Very polite and cleaned up afterwards no mess left

18 March 2026
Unprompted review
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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

Rated 5 out of 5 stars

Always prompt,polite

Always prompt,polite, and professional.

18 March 2026
Unprompted review
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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

Rated 5 out of 5 stars

Boiler one year check

Boiler one year check . Good service and turned up on time. Brilliant.

18 March 2026
Unprompted review
Smith & Byford logo

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

Rated 5 out of 5 stars

He was very knowledgeable, respectful , polite and very professional

The member of staff who attended on Friday 13th of March to our home at flat 18 Turville Court , was very professional, very knowledgeable , respectful and he completed the job to the required standard. Could you kindly send massive thank you to your member of staff .We are very pleased with Smith and Byford work to our home.

13 March 2026
Unprompted review
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Reply from Smith & Byford

Good afternoon,

Thank you for your 5* review, we really appreciate your kind words. I've passed this on to our customer care team, who will make sure its sent on to the engineer and his line manager.
For your security, we would advise you edit your review to remove your address.

Thanks again,
S&B

Rated 5 out of 5 stars

Micheal

Micheal
Was punctual and identified who he is with his ID and my password and what works he is here to carry out
All corresponded with letter which I received
And micheal was very polite

13 March 2026
Unprompted review
Smith & Byford logo

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

Rated 1 out of 5 stars

We are both in our seventies and have…

We are both in our seventies and have been left without Heating and Hot Water for over a week because the boiler engineer came in to fix the boiler, cross threaded a part and now it needs 4 more parts replaced. They said they had the parts but now their saying they haven't been picked up and the manager wasn't available when we asked to speak too them! We have three rooms at under 60degrees and living room is barely above 60degrees!! We are cold and so fed up and angry 🤬🤬🤬 it's now Wednesday and we are awaiting an engineer to sort the boiler out

16 March 2026
Unprompted review
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Reply from Smith & Byford

Hi Wendy,

I understand that our Customer Care team have been in touch with you and the issue has been resolved. Please let us know if you require any further assistance.

Thanks,
S&B

Rated 5 out of 5 stars

They kept appointment and where very professional when arrived. Gas engineer was very friendly and professional and got straight down to fixing the problem 10 out of 10

They kept appointment and where accommoda

13 March 2026
Unprompted review
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Reply from Smith & Byford

Hi there,

Thank you for your great feedback, and for responding to our information request. Our team will look up the job and pass on your review to the engineer and his line manager. Please do get in touch if you require any further assistance.

Thanks,
S&B

Rated 5 out of 5 stars

Very pleasant

Very pleasant, and polite operative.
He cleaned any mess that was made, and completed the service, and the repair satisfactorily.

12 March 2026
Unprompted review
Smith & Byford logo

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

Rated 1 out of 5 stars

I am here in tears no one show up

I am here in tears. A priority appointment was made for me because I am a Elderly disabled person with no hot water or heating. I have been waiting for an heating engineer for 9 hours now. They should have been here 12.30pm.. now Smith and Byford wants to give me an appointment for 26th March. It's the 12th of March today. I am in so much pain because of my sickness.

12 March 2026
Unprompted review
Smith & Byford logo

Reply from Smith & Byford

Good afternoon,

We’re sorry to hear you were unhappy with our service. We have reached out privately through Trustpilot for further information, but have yet to hear from you. If you could please send your full address and a recap of the issue to customercare@smithandbyford.com, we will be able to help address your concerns

Kind regards
Smith and Byford

Rated 5 out of 5 stars

The gentleman arrived explained who he…

The gentleman arrived explained who he was & what he was here to do. He was polite friendly & a chirpy chap. He went about my gas safety certificate test in a methodical neat and tidy way explaining what he needed to do & asking permission at applicable times. He was extremely pleasant & i cant recommend him enough.

6 March 2026
Unprompted review
Smith & Byford logo

Reply from Smith & Byford

Hi there,

Thank you for your great feedback, and for responding to our information request. Our team will look up the job and pass on your review to the engineer and his line manager. Please do get in touch if you require any further assistance.

Thanks,
S&B

Rated 5 out of 5 stars

A+++++

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

4 March 2026
Unprompted review
Smith & Byford logo

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

Rated 5 out of 5 stars

I am very satisfied with the service of…

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.

28 February 2026
Unprompted review
Smith & Byford logo

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

Rated 5 out of 5 stars

CUSTOMER SERVICE FIVE STARS

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

3 March 2026
Unprompted review
Smith & Byford logo

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 on this review on to Sky and their line manager

Thanks again
Smith & Byford

Rated 5 out of 5 stars

I heard the problem on the 3 of march…

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

3 March 2026
Unprompted review
Smith & Byford logo

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

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