With cases of malpractice and illegal installation of HVAC equipment often making the news and adding to a negative image of the industry, the H&V News’ HVAC Hero campaign is focusing on the sector’s more positive aspects.
The latest examples come from Swale Heating, an independent installer based in the South-east. It dealt with 57,000 calls in December, doubling its workload.
Among the commendations were those from Carol and Ian Burnett of Gravesend. They had paid a repairer in advance to fix their boiler; he failed to arrive on 18 December.
Mrs Burnett was recovering from a serious illness, their two-year-old grandson was visiting, a family reunion was planned to celebrate their 47th anniversary and it was snowing heavily.
After receiving a distressed call from Mrs Burnett, service supervisor Dave Corcoran attended and the fault was fixed without charge.
“You don’t know how grateful we are,” said Mrs Burnett. “You don’t expect big companies to act this way or take such a personal interest in their customers. We really thank them for helping us and for acting so quickly.”
The company was also praised by Keith Robert-Gawen from Tenterden in Kent, whose heating system broke down at 6.30pm on 30 December.
Swale engineer Tony Lake attended and found a part was required. On hearing Mr Robert-Gawen suffered from emphysema, the firm’s logistics team worked into the night to locate the part, then a member of the management team delivered it. Fitted by engineer John Hogben, the repair was finished at 11.20pm.
“My wife and I think the service Swale Heating provided is second to none and cannot think of any other service company that would turn out as they did on New Year’s Eve. The staff who helped us are a real credit to the company.”