Duchy Homes estate agents in Hartlepool, Sunderland, Billingham and 2 more

★★★★★ 2/5

Google

We bought our New Build 4 Bderoom detached 'Gosforth' in Sunderland and recieved our keys November 2022. The sales office staff were amazing, accommodating and friendly. However, this is where it ends. As with any new build, regardless of the Star rating, you expect snags. What you don't expect from a 5 star builder is the amount of poor quality! *Our detached garage had to be pulled down and rebuilt due to incorrect level of foundation. *Our shared driveway needs to be lifted as its subsided and sank. *Numerous interior issues with Poor Painting, Carpentry, Tiling etc. *Shower tray not fitted correctly and still to be ripped out. *Damaged glazing and PVC frames cracked. *Front door rattling. *Kitchen extractor too small and not fit for purpose, meaning when cooking the upper wall units are delaminating because of the steam. *Poorly fitted Granite Work tops. The list goes on.... The most infuriating part is the Lack of Customer Service from Customer Services. Before dealing with Customer Services, the site manager was extremely helpful. That was until the garage was 'rectified' as it was never declared. Then dosnt want anything to do with other issues.... Customer services don't reply, don't chase up contractors quick enough to fix issues and are reluctant to assist with issues that they feel don't concern them..... I would NOT recommend to anyone to buy purely because of this reason alone. Beautiful homes, full of issues! Very Disappointed......

James · 26 April 2024 · Duchy Homes Sunderland

★★★★★ 5/5

Trustpilot

Good customer service

Rating only, no written review.

DAVID · 25 April 2024 · Duchy Homes Hartlepool

★★★★★ 5/5

Trustpilot

Effective communication.

Effective communication.Supportive staff

DAVID · 25 April 2024 · Duchy Homes Hartlepool

★★★★★ 5/5

Trustpilot

John from New Customer Care

John from new customer care attended our property at Pavillion Gardens and even with some last minute scheduling and additional scope of work, he was quick and worked to a clean and high standard. Thank you so much.

Michael · 23 April 2024 · Duchy Homes Hartlepool

★★★★★ 5/5

Trustpilot

Excellent Customer Service - People First!

I would definitely recommend! We had a great experience from the start to finish, thanks to Sales Advisor: Olivia and on site: Darryl and his team! Olivia was extremely helpful and very kind, she explained everything in details, so we exactly knew what to expect during each stage of buying and moving process. She is very approachable, supportive and she was providing us timely updates. Olivia and Darryl are very professional, efficient and they demonstrated great knowledge about the industry. We were impressed with Darryl and his team. They did a great job, our house is amazing and has been built in a high standard. They definitely made this whole process almost seamless and less stressful. Massive thank you to ALL of you!!!

Bo · 22 April 2024 · Duchy Homes Hartlepool

★★★★★ 5/5

Trustpilot

Great service from a great team

Rachael, our sales advisor, was absolutely amazing and couldn’t have been more helpful from our very first visit, to the day we moved into our home. She went above and beyond answering all our questions and providing the advice we needed as first time buyers. Matthew was also really helpful when Rachael was on leave. The building site team were amazing too, walking us through multiple times and providing a great service, so a big thanks to Gary, Lawrence and the rest of the team. We love our new home!

Luke · 22 April 2024 · Duchy Homes Hartlepool

★★★★★ 5/5

Trustpilot

Belinda at the Scotgate Ridge…

Belinda at the Scotgate Ridge development has been absolutely fantastic from start to finish of reserving. We’ve bought our first home with DWH and she’s made the whole process so easy! She’s explained everything to us in detail, and helped us out massively when we have been confused about the process of buying a house. You can tell she is genuinely proud to work for DWH and advocates for the building company 100%.Thank you Belinda! Can’t wait to carry on the process of buying our first home :) Ellie & Alfie x

Eleanor · 22 April 2024 · Duchy Homes Hartlepool

★★★★★ 5/5

Trustpilot

Everything so helpful nothing to much…

Everything so helpful nothing to much trouble at all. Louise is brilliant answered all our questions to date and made us very happy with our new house can’t wait to move in.

Patricia · 21 April 2024 · Duchy Homes Hartlepool

★★★★★ 5/5

Trustpilot

All the staff are very helpful and…

All the staff are very helpful and accommodating. We have not yet moved in to our new home but can't wait to do so.

Paul · 21 April 2024 · Duchy Homes Hartlepool

★★★★★ 5/5

Trustpilot

No question is left unanswered…

No question is left unanswered especially as it’s our first time buying a new build house.

Of · 21 April 2024 · Duchy Homes Hartlepool

★★★★★ 5/5

Trustpilot

I cannot speak highly enough of the…

I cannot speak highly enough of the exceptional service provided by Ricky and Kim The Hawthorn site Sutton in Ashfield during the process of getting my house,From the moment we initiated contact, They demonstrated unparalleled professionalism, expertise, and a genuine commitment to helping me secure the best possible mortgage solution.Any questions or concerns I had were addressed promptly and comprehensively, putting my mind at ease during what can often be a stressful experience.I will also want to say a very big thank you to the team,since I have moved into my new home it has been a pleasant and sweet experience as Aaron Wain is readily available to attend to all my concern promptly.Aaron Wain has made the transition really smooth and nice, he attends to every concern I have raised Thank you, Ricky,Kim,Aaron Wain (you have been so amazing)and the team as a whole here on the Hawthorn Sutton in Ashfield.Warm regards,Abidemi Taiwo

Abidemi · 21 April 2024 · Duchy Homes Hartlepool

★★★★★ 1/5

Trustpilot

Someone will contact you (not) More lies, subterfuge and broken promises

Totally disillusioned by the non existent aftercare leading me to the previous review in desperation (from previous reviews hopefully the reader can see that I am positive and tend to only give good feedback-credit where it’s due and all that).Well, the lovely Ros replied to my review on Thursday with confirmation that it was important to the team and that it would be arranged for someone to contact me to discuss further.Surprise, surprise..,clearly not important enough that somebody would see fit to contact me and indeed I can confirm dear reader that nobody contacted me in response to the review., we had exactly the same lack of expedience when carbon monoxide was found to be seeping up from the ground and into our house last year only to find they had forgotten to fit the required alarm (yes, they did approve for us to buy one from B and Q which I diligently did with no help available from site or after care).The list goes on and on and on., I suppose we are a burden to their shiny image (erm.., tarnished may be a more accurate description). I’ll save the unsealed sewer drains and seeping smells of excrement all over the house for another day.., (plus the many other issues-which in fairness the previous aftercare manager Gemma and her support staff (Alicia) did try to support us with and had helped us to resolve some of the many issues, (credit where it’s due and all that). Without them and the lovely decorators on the team (see previous positive review) I honestly don't know what state we would be in and at least before with Gemma and the team we felt that although we were in turmoil they at least were trying to help us. Sadly Gemma disappeared around the same time as the lovely Russ from site who also tried to help to resolve the numerous issues we had who also left very quickly.Sadly, the new team drafted in ‘to improve the companies ‘failing image’ and some of the old staff drafted back in to help (heaven help us) in my opinion clearly just don’t give a fig and their mantra appears clear in so far as they just defend the brand at all costs and don’t accept responsibility for anything.Since Gemma departed and the new crew returned we have been told issues are non existent to the point of only very minor and minute repairs being needed by a senior staff member who arranged the minor repair only to then challenge and find that the fault was much bigger than he had owned up to, this is either gross incompetency or a cover up and a direct attempt to mislead.In fairness when we said we didn’t want this person near our house again (he had been several times to inspect) they said they understood the reasons why. Surely if something is failing you need to resolve at source and not draft in people intent on minimising and covering up issues or at best who are not competent.No doubt senior people scratching their heads on how it continues to go wrong. Just a little footnote for Ros; please note the friendly phone call non with-coming yesterday which is overdue and is now considered futile.I do welcome contact from the company as ideally I would like to receive the product that I have paid for, however, following the lies and total cover up to date with regard to issues which do remain unresolved (for over twelve months), I now feel the need to request for all contact about this matter to be in writing only.I am happy to converse via this medium so that we each have a public record and can take the appropriate action if one party appears to be citing untruths.Buyer beware: Please do extensive research before buying from these builders.., DWH are Barratt and visa versa. The business model suits the company although certainly not in my opinion the customer and is dependant on people either not complaining or just becoming totally defeated by the process they give in.The system is very badly managed (dependant upon your motivation of coarse-if only concerned with profit at the cost of others then you may have a different view of coarse) and anyone trying to do a good job leaves quite quickly. Only the company die hards remain and unfortunately as with any negative culture the problems they purport to ‘want to fix’ also then remain.Sadly, their idea of ‘fixing’ doesn’t seem to last beyond the warranty by which time they are long gone and the buyer is left with the cost and further upheaval.

Ms · 20 April 2024 · Duchy Homes Hartlepool

★★★★★ 5/5

Trustpilot

People not product

I have just completed my 9 month survey for my new home in Nant Y Castell, Caldicot and this has prompted me to share my views with everyone!!! I am a true believer in people prefer people not products when dealing with situations in their life as big as buying a new home. I have recently retired back to the lovely welsh weather from Australia and had to organise everything over the phone, which was quite daunting. There were delays with the home but as soon as I spoke to Mel, I felt much more confident and received photos of the foundations and further to alleviate my fears. From then on, it was great. I had many meetings with Mel (who was not the person initially who sold me the house) once I arrived in the UK and she was the best person to deal with. She was always polite, very calm, put me at ease whenever I was starting to panic or stress and nothing was too much trouble for her. She was always available to talk to me both before and after my arrival in the UK. She kept me up to date with progress on the house and helped me in my choices for the extras available. I received information before I moved in about local amenities, e.g. Council tax, utilities, bin day etc and that allowed me to concentrate on getting myself moved in and not having to find everything out myself. Even since moving day, any question I have had she has dealt with very well and she has communicated with Ash so that I have been looked after by him too. Ash is exactly the same, and has thoroughly looked after me - nothing is too much trouble. I certainly know what 5 star service is having been a Director of Human Resources for a hotel chain in Australia and training all our team on delivering that service so praise from me is praise indeed.

Lyn · 20 April 2024 · Duchy Homes Hartlepool

★★★★★ 5/5

Trustpilot

What After Care should be

John from the care team attended today to resolve a bathroom issue and ongoing front door problem. His workmanship was top quality and the bath finish looks a lot better. After having issues with the front door, John clearly identified the problem and went above and beyond to put a temporary fix in place before arranging a permanent solution. He was polite and courteous and cleaned up after him. A credit to DWH for his work and the Care team for organising it so quickly

Chris · 18 April 2024 · Duchy Homes Hartlepool

★★★★★ 5/5

Trustpilot

What a great team

What a great team, thanks Peter Hindle, Mark Reckless and Lisa Lucy getting the completed on time and the quality was first class.

Nifty · 18 April 2024 · Duchy Homes Hartlepool

★★★★★ 4/5

Trustpilot

Badly let down.

Ongoing heating system failures from week one of moving in over 2yrs ago. and now being totally ignored by both A.M. Norris and DWH. other than to be told “you’re out of warranty you will have to pay.I had 2 other really serious problems in the first months of moving in which the Care Manager did go the extra mile to assist in rectifying, both still cause minor trouble but I can cope with it, although I should not have to. I’m elderly, not in good health, have no family to assist me and truly do my best, being of the generation that doesn’t like making a fuss. The heating system problem however is just unbelievable, I’m sure I’m just unlucky but after over a dozen visits in 2 yrs, including replacing both faulty transfer boxes, then a faulty motor in one of them and both faulty wall thermostats I was delighted last month to finally have all the radiators working as they should, , for 2 weeks then the master suite radiators failed to heat up yet again. I feel I’m being taken for an idiot and it must be my fault but there simply has to be some gremlin in this system which no one seems able to rectify permanently. I bought a brand new home with my life savings to avoid repair and replacement problems for the rest of my days and have had nothing but problems since day one. !! Ironic. The weather is now improving, so I can manage without as much heat but come the autumn I will have no option other than to pay a private professional plumber to come and trace the fault. I feel dreadfully let down.UPDATE. 👍 The Care Manager attended my home in person today with a heating Engineer, who diagnosed the problems, called in an electrical specialist and got my system up and running perfectly. They also extended my warranty in case I have future problems. I’m truly grateful for their genuine concern and care. Special thanks to the Care Services team for managing this ‘unusual’ problem.

Vicky · 17 April 2024 · Duchy Homes Hartlepool

★★★★★ 5/5

Trustpilot

Ramsey Park Development - 5 Stars

We recently moved into a home at the Ramsey Park Development. All the Team here, both in the sales office (Dawn and Adam) and on site (Scott and Carl) have been very helpful throughout the whole buying and moving in process. Their focus on customer satisfaction has been excellent and we are very happy.

Fin · 17 April 2024 · Duchy Homes Hartlepool

★★★★★ 5/5

Trustpilot

All the staff we have met have been…

All the staff we have met have been very helpfull freindly and professional

Customer · 16 April 2024 · Duchy Homes Hartlepool

★★★★★ 5/5

Trustpilot

Always outstanding

This is the second time Mark has been to complete work at our property and I would honestly request him time and time again. He’s always respectful, polite and friendly. He’s great at his job and no task is too inconvenient for him. He leaves things tidy when he’s done as though it’s his own house , you would never know he’d even been. Thanks Mark

Olivia · 16 April 2024 · Duchy Homes Hartlepool

★★★★★ 5/5

Trustpilot

Ian and Gary were very professional

Ian and Gary were very professional, experienced, helpful and friendly. Five star service from the whole team.

Anthony · 15 April 2024 · Duchy Homes Hartlepool

★★★★★ 5/5

Trustpilot

Great advice and support in reserving…

Great advice and support in reserving our home, thank you!

MS · 15 April 2024 · Duchy Homes Hartlepool

★★★★★ 5/5

Trustpilot

Sian made the experience great.

Sian made the experience great.She was honest about everything and she went the extra mile to sort out a tweek to the kitchen before we eventually made our reservation.So thank you Sian.

Customer · 14 April 2024 · Duchy Homes Hartlepool

★★★★★ 5/5

Trustpilot

The sales rep

Customer · 14 April 2024 · Duchy Homes Hartlepool

★★★★★ 5/5

Trustpilot

Lucy is so helpful and friendly

Lucy is so helpful and friendly. The whole experience so far has been outstanding

Miss · 14 April 2024 · Duchy Homes Hartlepool