Trusted Agent profile · Acle
★★★★★
868 reviews across 2 platforms
Norwich Road, Acle, NR13 3BU
Lovell's office in Acle, at Norwich Road, is rated 4.1 out of 5 across 868 reviews on two platforms, including 2 Google reviews rated 5.0.
Every review we hold for the Acle office, from every platform, shown as written. First names only.
5/5
TrustpilotExcellent sales representatives
Tanya and Mel made the process incredibly clear and easy, which was useful to us as first time buyers.
Thank you very much for leaving a 5 star review. We are pleased to hear the team supported you during the process. Your comments have been passed to Tanya and Mel to see. We wish you all the best in your new home. Kind regards, Lovell Homes.
5/5
TrustpilotExcellent and Professional service
The whole team. Especially Matt Russell Gave a professional and caring service that made me feel importantMuchas Gracias !!
Thank you for your 5* review of the service which you received at William's Park in Wymondham.We have passed your comments on directly to the teams at William's Park, and we know that they will be thrilled to read them!
5/5
TrustpilotFrom start to finish Rosann was…
From start to finish Rosann was fantastic with my Fiancée and I. Explaining everything as we’re first time buyers. Answered every question we had and extremely helpful. Roll on April/May when we get our keys.
Thank you for your review, we love to hear feedback on how helpful our team are and will be sure to pass on your comments to Rosann. Thank you for choosing a Lovell HomeLovell Homes Team
3/5
TrustpilotBittersweet purchase
We are in the process of buying our first home in Redwing Square and our experience started out great. Our sales rep was excellent by showing us around and discuss our options. We can't fault him. We have reserved last week and we went to discuss extras as we have dreamt of having an induction hob. We have been told that we are too late even though the walls haven't been plastered yet and they won't be for a few next days! Really disappointed about it.
Hello, Thank you for your feedback. Our inspirations range is dependant on the current build stage of the property. Unfortunately, on this occasion this home was past the build stage and items such as these could no longer be fitted.Many Thanks, Lovell Homes.
5/5
TrustpilotExceptional Service at Lovell in Drummond Park
We have made a reservation for a property at Lovell in Drummond Park. From the very beginning of this process, all the staff were incredibly helpful, supportive, and knowledgeable. They provided excellent service in a very friendly atmosphere. Thank you for doing everything possible to make the process as smooth as possible. We had a great experience!
Thank you very much for leaving a lovely 5 star review of your experience buying a new Lovell Home at Drummond Park.It's wonderful to read your comments about the team, and we have passed them on directly to them. We know that they will be very happy to read them.We hope that you will be very happy in your brand-new Lovell home!
1/5
TrustpilotSecuring plots is a miracle.
Only releasing a few homes so people have to incessantly call as soon as they are released to get spot when they know the demand is high.Many homes then are marked up in subsequent releases, some are then over the help to buy limit. Pricing out buyers.Staff are in a difficult spot were they can't say/don't know when next releases are, or which plots are to be released next. So a customer could be waiting a 6 months, for a particular type of house only for them to call and find out it had gone in the first few minutes of being released!The only redeeming factor is some of these homes' initial prices were very good compared to other areas, but the experience of not being able to secure a plot for a long time soured this point.Lovell may provide a good service in some areas but I think where demand is high, they struggle.
Hello, Thank you for your feedback. We are sorry to hear you have found it difficult to get hold of our sales executive and that you feel like this has left a bad impression of us. We have passed your review onto our Sales Team who will be in touch with yourself within the next 7 days. Many Thanks, Lovell Homes.
1/5
TrustpilotA word of warning…
First off, all these 5 star reviews are representative of the brilliant and attentive staff in the sales offices. They aren’t the issue - it’s everyone else that works for Lovell homes. The fact that they are asking people to review at such an early stage is giving a warped view and calls into question Lovell’s integrity. The lower scoring reviews are much more representative of the entire process - start to finish. So where to start… During the build our original sales agent promised to get in touch regarding upgrades at stage 4 of the build - they never did. As such we are now having to retrofit basic items such as loo roll holders, towel hooks and dishwasher in the property. Not a huge deal but could have done without. But for some reason, that no-one can explain, they haven’t and won’t install a front garden fence to divide between the 2 properties and as such it means my property is now being used as a shortcut / cut through for the entire estate until I fork out the best part of £700 to install one myself. A lack of communication was a running theme. I waited over 4 months over my due date to get into the property with not so much as an apology from head office. And when I challenged them about this, they have completely ignored me. Beyond the delay, what a farce. No access to Broadband service when I moved in, for 2/3 weeks, due to Lovell changing my address halfway through the process (you would expect them to know what road the property is on). Then the new address was not registered, meaning I was unable to get broadband meaning I was unable to work from home as expected. After waiting 4 months and being promised the property was ready to move into and that there would be minimal snags. It turns out there was over 100 snags that needed addressing at the property, including the one’s I informed Lovell Homes of over 3 months ago. I must give credit to the site team for rectifying these relatively quickly. But over a month in and we still aren’t finished and trades have had to return numerous times for shoddy finishing. I have since been offered some compensation for the delays, but it turns out the compo is delayed too - couldn’t make it up. All in all it has been a below average experience from start to finish. As I stated at the beginning the only redeeming feature is the sales agents. Head office can’t so much as mutter an apology when something goes wrong. Am I happy with my home, yes. Would I recommend Lovell, no.UPDATE TO REFLECT LOVELLS REPLY: I wasn’t asking for head office to keep me up to date, I was asking for an apology (phone call, letter, email) to apologise for the ridiculous delay in completing and other issues raised e.g., getting the initial address wrong and then having to change this halfway through and then not registering the new address having implications of not being able to have broadband or home insurance. And I am still to receive an apology for any of these issues. To clarify, not all snags are complete yet. These include snags I reported back in December 2021.Seems Lovell endeavour to do a lot but fail to actually deliver.
Thank you for your comments which we take seriously.Unfortunately, Lovell does not have control over when the surveys are issued as these are automated by Trust Pilot. However, we appreciate you taking the time to provide feedback which is of value to us at any stage in our bid to consistently improve customer communication and satisfaction. We endeavoured to be open and communicative with you throughout your purchasing journey and are pleased that you are happy with your home. To clarify that Lovell’s head office did not provide updates as all communication was led directly by the sales team on site. Our execs are able to be more reactive and provide more accurate updates due to their greater understanding of your purchasing history, your concerns and your home. Unfortunately, one of the key issues was out of our control but we endeavoured to advise you at all times of any updates we had and apologise if you feel this was not adequate. We also understand your concerns regarding a number of snags at your property. As mentioned, we are pleased that all snags were rectified and sorted. Thank you again for your feedback which will inform our continued improvements to the customer experience.
1/5
TrustpilotFollowing a pleasant sales and initial…
Following a pleasant sales and initial moving in experience we have been extremely let down by the horrendous customer care/support in the 16 months in our new home. Outstanding snagging and various leaks/damp that remain outstanding despite numerous calls/emails and visits by a number of contractor who do little or nothing to fix the repair. Frustrating and tiresome, next stop NHBC.
Thank you for taking the time to leave a review. We are sorry to hear of your disappointment regarding your aftercare experience, please be assured that one of our team members will be in touch with you directly.Kindest regardsThe Lovell Team
5/5
TrustpilotDavid is amazing
David is amazing. He pointed us in the right direction.
Mr Goel, thank you for taking the time to leave such a glowing review for David. We are very lucky to have such an experienced and passionate sales consultant at Wild Walk. I'll make sure he sees your feedback. Have a lovely evening.
5/5
TrustpilotI never thought buying a house will be easy
I never thought buying a house will be so easy. I was just listening to people and was pessimistic until I decided to get in touch with The Lovell to ask what are my chances. They helped me with everything, provided me all the information I need and also recommend me good people to help me to get all the process done.I have been surprised with the team at The Point Lovell Homes by their professionalism and also very pleased with sales executives, specially Olivia Capewell who assisted us through.
We are so pleased to hear that your experience has brought value to you, we will pass on your lovely comments to Olivia. Thank you for choosing Lovell Homes and thank you for your review. Team Lovell
5/5
TrustpilotExcellent sales person.
Very detailed and thorough, providing total reassurance that the property and the purchase process will be professionally managed and completed. Hailey, at the Nar Valley sales office in King’s Lynn was excellent.
Thank you for your positive feedback. I will pass your comments onto Hailey and we look forward to welcoming you into your new home. We are delighted to hear that you are enjoying this process. Thank you for choosing a Lovell Home.Lovell Homes
5/5
TrustpilotAndrew, Lovells contractor
Andrew came round and did just as he promised. He was very helpful and did a great job.
We're happy to hear that the service was helpful and completed to your expectations. Thank you for sharing your positive experience with us!
5/5
TrustpilotPurchase of new property _ Initial meeting
This was the first meeting with Lovell's sales representative. Everything that was required to be done with regards to the purchase of anew home was explained to us. Unfortunately there wasn't a property of the type we are going to purchase available to view. We did have a quick discussion about the fixtures and fittings and that is the subjective of a future meeting.All in all the initial meeting was very good and we felt very relaxed throughout the hole process although it was a lot to take in, looking forward to the next meeting.
Hi Doug, Thank you for your kind review. We look forward to welcoming you to your next meeting on the development. Thank you again, Lovell Homes.
1/5
TrustpilotA Nightmare Experience with Lovell Partnerships Aftercare
How can you sleep at night knowing the damage and distress you've caused? I hope not soundly.Lovell's aftercare is nothing short of a nightmare. I've endured weeks of unanswered emails, missed appointments, and encounters with staff who have been dismissive, rude, and even abusive.The most egregious issue I've faced is the lack of control over my brand-new underfloor heating system for an agonizing 14 months. It's important to note that this is a new build, and we only received our first bills a year later. Despite repeated complaints, Lovell consistently dismissed my concerns, at times suggesting the problem was imagined. Only when I received excessive bills did they finally acknowledge the fault. Even then, after replacing two out of three faulty thermostats, they refused to take responsibility. I'm still trying to recover the substantial amount I've spent on these bills.I was led to believe that Lovell was a trustworthy company, capable of handling issues that might arise. Unfortunately, that has not been the case. For 20 months, I've faced problems, with Lovell consistently closing my tickets without resolution, leaving me to deal with the fallout alone.I strongly advise anyone considering purchasing from Lovell to think twice. Their aftercare service is a disgrace, and I'm still dealing with the consequences of their negligence.
3/5
TrustpilotI am really excited about my new home…
I am really excited about my new home being built Debbie the sales manager has been so very Helpful but I am disappointed that I can not have a eye level oven in my Patterdale home as having a oven under the hob is very unsuitable for my needs meaning I will have to have it taken out with the added mess and cost at a later date which is unnecessary really as I have to choose my kitchen and cannot have a eye level cooker
We are pleased to hear you are excited to reserve your new home and you have received helpful service from Debbie. The Puttenham is a popular and beautiful house, however does not offer an eye level oven option. Bowlers Green is a brand new site, with many house types available, some of which do offer this option. Please speak to Debbie, who will be happy to look at any possible alternative house types for you. Debbie will also be able to supply you with details for our kitchen company, who can talk to you about possible options to alter your kitchen after your completion.Thank you for choosing Lovell Homes
1/5
TrustpilotExtremely Disappointed, Serious Issue Ignored for Months
This is a new build less than 2 years old, yet we have already been facing a serious water leak and corridor lighting failure for more than 8 months. RMG has confirmed it stems from a construction defect, but Lovell has still not taken responsibility or provided a timeline to fix it.
1/5
TrustpilotHolmewood development
Me and my family went to look at the show homes and get some information about a 4 bed house at the development in holmewood. We was greeted at the door by the sales women saying that you can’t come in it’s appointment only, we apologised and said we wasn’t aware and we thought on the off chance we could get some information. We left with no information or the desire to buy a house from that development anymore. I understand she was busy but she could have been more professional.
Hi Tanya, We are very sorry to hear you have had this experience with ourselves. I will make sure to pass your comments onto our Field Sales Manager to look into this further. If you would like to discuss this further and to speak with our manager please email me on marketing.eastern@lovell.co.uk and I can arrange that for you. Kind Regards, Lovell Homes.
5/5
TrustpilotAmazing customer service skills
Eileen has been there with us from the first date of our house perchase Professional, kind and Healthful. What a amazing character.
Hello,Thank you for your review, we are happy you have received great service from Eileen, we will ensure your comments are passed on to her.Kindest RegardsLovell Homes
5/5
TrustpilotReview of Lovell homes at Hopton bowlers green
Just moved in to our new home in hopton and would just like to say we’ve been very pleased with the service we’ve received from Lovells, especially from Matt the site manager and Polly in customer care, nothing seems to be too much trouble, any problems and they are there to help.we believe they go that little bit further than expected.with a good sense of humour
Thank you for leaving us a wonderful 5* review about your new home at Bowlers Green in Hopton on Sea.Your comments have been passed on directly to the team at Bowlers Green, and individually to Matt and Polly who will be really pleased to read them. The Lovell Team
5/5
TrustpilotGreat customer service
We really appreciate the opportunity to reserve a home on the Sycamore development. To find a home within the Kirk Ella area is something we've always wanted. Sharon in the sales room helped enormously in securing the right plot and we know she worked hard for us in getting what we wanted. She is very likeable and it's always a pleasure to work through the purchase of the property with her.
Hi Steve, Thank you for your kind review and I will make sure to pass your lovely comments onto Sharon. We look forward to welcoming you onto the development.Thank you again, Lovell Homes.
5/5
TrustpilotBuy Lovell !
Received another video of our house at Wymondham, it’s looking fantastic and can’t wait to move in! The sales team are fantastic as is Dan the site manger, we are kept updated by Jo and Dan has built us a fantastic quality home and we can’t wait to see it finished! Thanks guys!
Thank you Rich for leaving a lovely 5* review of your experience buying a new Lovell Home at William's Park in Wymondham.It's wonderful to read your comments about both Jo & Dan, and we have passed them on directly to them. We know they will be very happy to read them.Thank you again Rich, we hope that you will be very happy in your new home!The Lovell Team.
1/5
TrustpilotWe have received appalling customer…
We have received appalling customer service from the West Midlands Customer Care Team after filling in the first NHBC survey. We have had issues with the downstairs toilet for the last 4 months to be told that Lovell are not responsible for the drainage so will not resolve the issue. I placed a formal complaint on the 17th January 2022 and I am still waiting for a reply on the 14th February. Now well outside of there aim to reply within 7 working days. I have been told on multiple occasions that someone will get back to me with an answer from a query I have raised but each time I have received no correspondence.
We're sorry you have experienced this, a member of our Customer Service team have contacted you today and we hope to resolve this matter for you as soon as possible. Lovell Homes
5/5
TrustpilotLuke was fantastic,
Luke was fantastic,Highly recommend the bloke! Very helpful and smooth process.
Hi Matthew, Thank you for your 5 Star Review, we will be sure to pass your kind comments onto Luke! Thank you again, Lovell Homes
5/5
TrustpilotJust reserved a house
Just reserved a house! The sales staff are lovely and can’t do enough for you. The process was simple and straightforward. A massive thank you to Wendy!!
Thank you for taking the time to leave this feedback. We are glad that the process has been straightforward. We will be sure to pass on your thanks to Wendy. Kind regards Lovell Homes
Where the same review appears twice we show it once. We leave out reviews that name another agent or another of the brand's offices.
