Trusted Agent profile
★★★★★
1,138 reviews across 5 offices and 2 platforms
Duchy Homes has five offices, in Hartlepool, Sunderland, Billingham, Malpas and Madeley. Together they have 1,138 reviews on two platforms, rated 4.5 out of 5 overall.
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Duchy Homes's five offices, most reviewed first. Each has its own page.
Newest first, from every platform, with the office each review is about. First names only.
5/5
TrustpilotPaula in the sales office at…
Paula in the sales office at Chapelgarth has been extremely helpful and has a wealth of knowledge.
Hello Nigel. Thank you for your lovely review. I have passed on your kind words to Paula. She's exceptionally knowledgeable about our homes and the process; the best in the industry in our opinion! - Team Duchy
5/5
TrustpilotWe were recommended pls solicitors and…
We were recommended PLS solicitors and their financial advisors, this managed to get our sale through in quick time. The mortgage appointment was held on Monday and offer out by Friday. The sales team made the experience easy, friendly and supported. Our house is just beautiful! Buying this home has been a pinch me moment, we feel so proud that we have managed to buy this forever home. 5⭐️ service from start to finish, thank you Niki and Jack
Hello Ryan, thank you for taking the time to leave such a lovely review. We’re delighted to hear the recommendations from our trusted partners helped make the buying process smooth and efficient. It’s especially rewarding to hear how supported you felt by Niki and Jack throughout your journey. Knowing you’ve found a home that feels like your forever home makes it all the more special. Thank you for choosing Duchy Homes., Team Duchy
5/5
TrustpilotWe Highly recommend Duchy Homes at the Meadows Sunderland
We recently completed our move to The Meadows development in Sunderland, and we cannot praise Paula enough for her outstanding support from start to finish. From our very first visit to the day we collected our keys, Paula provided an exceptional level of customer care that made our entire part-exchange journey run like clockwork.She is incredibly warm, friendly, and approachable, which instantly put us at ease during what can be a very stressful time. Her knowledge of the development, the build process, and the legalities of the move was absolutely top-tier. No question was ever too much trouble for her, and she was always on hand to offer expert guidance and clear communication whenever we needed it. Paula truly goes above and beyond for her buyers. Her dedication, professionalism, and genuine support behind the scenes kept everything on track and made our dream move a reality. The build quality of our new home is stunning, and the customer service from Paula was simply flawless. We highly recommend Duchy Homes and the fantastic support from Paula at The Meadows! 🌟🌟🌟🌟🌟
Hello Vivien, and thank you for your wonderful feedback. We have shared your review with the wider business, as we feel a glowing report about one of the best in the industry, Paula, deserves to be celebrated. We hope you have a wonderful time creating memories in your new home to match the experience you've had so far. As always, nothing is too much trouble!, Team Duchy
5/5
TrustpilotGreat service
Great service Very happy with the staff
Hello Andrew, thank you for your review. We’re delighted to hear you’ve been happy with the service you’ve received at Hall Wood Meadows. Niki is passionate about helping customers find the right home, so we know she’ll be pleased to hear your feedback., Team Duchy
5/5
TrustpilotHolly was amazing
Holly was amazing, very knowledgeable and an absolute pleasure to deal with throughout the reservation process! 5* service.
Hello Shannon, thank you for your lovely review. We’re delighted to hear Hollie made such a positive impression and provided such knowledgeable support throughout your reservation journey. Hollie has done a brilliant job since taking over at Scholars Gate, and we know she’ll be pleased to hear your kind feedback., Team Duchy
5/5
TrustpilotElle is a shining star
Elle was amazing, friendly and knowledgeable. Elle explained everything so clearly and went through everything on the screens which is a lovely touch from dutchy rather than just being handed paper. She is a shining star and an asset to them!
Hello Sharon, thank you for such a thoughtful review. Elle will be so pleased to hear your kind comments. Creating a welcoming and informative experience is something she genuinely cares about. We’re also glad the digital presentation stood out to you. Small details like that can make a real difference., Team Duchy
5/5
TrustpilotI’ve always received a warm welcome…
I’ve always received a warm welcome from Niki sales executive at Hall Wood Meadows.Her professionalism , enthusiasm and efficiency helped during what can be a stressful time when buying and selling. I’m now enjoying my beautiful new home. Angela
Hello Angela, thank you for your lovely review. We’re delighted to hear how positive your experience has been at Hall Wood Meadows and that Niki’s professionalism, enthusiasm, and efficiency helped make the process feel less stressful. It’s also wonderful to hear you’re now enjoying your new home. Let us know if there's anything we can help with!, Team Duchy
5/5
TrustpilotWonderful experience
Sales girls Hollie and Michelle are wonderful. Kind and very patient. They want you to have the very best experience from start to finish.Thank you! The site Managers Ryan, Martin, and Harvey are very approachable, knowledgeable, and again want you to have the very best experience. The Builders on site are also approachable and are willing to help out wherever possible. The house is lovely, built to a high standard, and any snagging issues however minor are resolved quickly. Truly couldn't ask for more. Highly recommend Duchy Homes.
Hello Robert, thank you for your thoughtful review. We’re delighted to hear how positive your experience has been and that the team have made a difference throughout your journey. It’s great to know Hollie provided such patient and supportive service, and that Ryan and Martin have been approachable and helpful on site. We’re also pleased to hear you’re happy with the quality of your home and how any issues have been resolved., Team Duchy
5/5
TrustpilotEffortless Move Assist Experience & Outstanding Support at Hall Wood Meadows!
We’re currently in the process of purchasing our new home with Duchy Homes at the Hall Wood Meadows development in Yarm, and the experience so far has been outstanding. From the very beginning, the process has felt incredibly smooth and effortless. We’re buying through the Move Assist scheme, and Duchy have supported us every step of the way, making what could have been a stressful journey feel straightforward and well managed. A special mention has to go to Niki, the Sales Executive, who has been absolutely fantastic throughout. She’s been approachable, proactive, and consistently kept us informed, which has made a huge difference. Nothing has ever felt like too much trouble, and her support has genuinely made the experience enjoyable. We’ve chosen the Marlborough house type, and it’s simply gorgeous, we’re so excited to move in and make it our home. Overall, we couldn’t be happier with how everything has gone so far and would highly recommend Duchy Homes based on our experience.
Hello Ben, thank you for taking the time to share such detailed feedback. We’re delighted to hear how positive your experience has been at Hall Wood Meadows and that the Move Assist scheme has helped make the process feel smooth and well managed. It’s especially great to hear how well Niki has supported you throughout. Her proactive and approachable manner makes a real difference, and we’re pleased this has made your experience so enjoyable. The Marlborough is a beautiful home and a great choice., Team Duchy
1/5
TrustpilotAVOID!!
Reserved a home with duchy at their elwick park site, we agreed a PX and started the ball rolling. They messed us around for weeks with valuations, reports etc, we spent thousands on solicitors only for them to pull out of our house and miraculously within a week our house was reserved and sold again to another buyer. Ultimately these builders don’t want to do PX so don’t know why they offer it, they clearly went for an easier option and played us along until they had another buyer, disgraceful company, please avoid, don’t waste your time and save your money and go with a bigger builder!
We’re sorry to hear how disappointed you are that you didn’t secure your chosen home at Elwick Park. As part of our Part Exchange process, we obtain three independent valuations to ensure any offer reflects current market conditions. As outlined in the terms and conditions signed at reservation, a RICS report is then carried out at Duchy Homes’ expense. In your case, the RICS report identified significant structural concerns. To fully understand the extent of these issues and any potential remedial works required, we requested a structural engineer’s report. This is in line with the due diligence any purchaser would undertake when buying a property. We appreciate that, due to your timescales, you chose not to proceed further. Following this, your £500 reservation fee was refunded in full. Elwick Park is a popular development, and while we understand your frustration, the time between your cancellation and a new reservation was 13 days, which is not unusual for this development. We’re really sorry that you didn’t secure your chosen home at Elwick Park. Should you wish to revisit your move once the structural matters are resolved, we do have alternative homes available and would be delighted to help you and your family find a Duchy home. - Team Duchy
5/5
TrustpilotEllie was great today and very thorough…
Ellie was great today and very thorough .
Hello Marc, thank you for your review. We’re pleased to hear Elle was so helpful and thorough during your Reservation process., Team Duchy
5/5
TrustpilotDuchy reservation…
We have been considering a Duchy home for a few years. We finally put our home on the market and received an offer , enabling us to reserve a great plot on phase 2 at The Meadows. Paula has been great and we have had our reservation meeting this afternoon and finally reserved our plot . Paula is a lovely person who is very professional at her job . Thankyou very much Paula .
Thank you for taking the time to leave such a lovely review, Nicola. We’re delighted to hear about your experience at The Meadows and that Paula has been so helpful throughout your reservation. We’ll be sure to pass on your kind feedback., Team Duchy
5/5
TrustpilotAbsolute first class service.
Absolute first class service Nikki and Ryan were very professional and helpful guiding us through the reservation process. We are looking forward to moving into our new home.
Hello Kevin, thank you for your kind review. We’re really pleased to hear you received such a high level of service and that Niki and Ryan were so helpful throughout your reservation. We’ll make sure your feedback is shared with the team., Team Duchy
5/5
TrustpilotThank you!
Elle has been amazing. Extremely competent in her knowledge and has made the reservation process of our dream home seamless. She is a true asset and fantastic ambassador of Duchy Homes.
Hello Liz, thank you for your kind words. We’re so pleased to hear how highly you think of Elle. She’s a real asset to the team and takes great pride in what she does., Team Duchy
5/5
TrustpilotGreat product and fantastic customer…
Great product and fantastic customer service! 😃
Hello Jim, thank you for your review. We’re really pleased to hear you’re happy with the service you’ve received so far., Team Duchy
5/5
TrustpilotJust Bought a new home with Duchy
Just Bought a new home with Duchy, dealt with Elle Mortan , Dave and Dean. Elle from the start was helpfull transparent and knowledgeable, she was polite and on hand to assist with any queries in good time. House had a few snags and things that needed fixing and making good as is to be expected in any new build. Dean and Dave worked towards the snagging list efficiently and were both on hand and easy to reach and replied and carried out work in good time. They were both polite and professional and we there on hand to get things finished and ready to moove in on time. Overall Elle, Dean and Dave have been a great team and deliverd exactly what I was wanting and have left me satisfied and over the moon with my purchase.
5/5
TrustpilotElle is a superstar at Duchy Homes
Elle has been amazing at explaining and guiding us through the process of buying a home as we are first time buyers, answering questions quickly and with detail making buying a home a pleasant experience. Elle has answered every question we have thrown at her and has such a positive and friendly attitude that makes me and Amy more confident we made the right choice picking Duchy Homes. - Aidan and Amy
5/5
Trustpilot10/10 5star .
10/10 , seamless process. Very helpful , many thanks to Paula for all the help and advice .
5/5
TrustpilotFrom the moment you express interest in…
From the moment you express interest in the site your welcomed with a friendly smile and sage advice on the site , available properties and how to proceed.
1/5
TrustpilotThey dont honour their warranty and…
They dont honour their warranty and comr up with execuses yo sneak out of it. It took them ages to do the landscaping and was been charged for it even though it wasnt done. Find better developer to buy from
5/5
TrustpilotGreat service
Great service, easy and clear to understand, making the process so far simple to work through in getting our property through each stage, special thanks to Lewis Caton for getting it started off smoothly
5/5
TrustpilotPurchase of the Ripley Show House…
The process to purchase was relatively easy and was helped by the professional sales executive ( Christine)on site at Elwick Park Hartlepool.. We chose the Ripley Show Home, and are excited to finally complete in the next few weeks..
5/5
TrustpilotPaula had a very flexible attitude to…
Paula had a very flexible attitude to helping us pick a property. She arranged access to unsold properties so we could see them empty. This is something other builders would not do. She also spoke to the head office on a Saturday when we wanted to reserve a plot and she got back to us on the Sunday.
1/5
TrustpilotAbsolutely unacceptable build quality and zero accountability
I purchased my Duchy Homes property in June 2022. In October 2025, I noticed a water patch appearing on the ceiling of the utility room, directly beneath the ensuite bathroom. What followed has been an exhausting, expensive, and completely avoidable nightmare. After significant back and forth, Duchy eventually sent someone to inspect the issue. Despite having very little investigation carried out, I was told the cause was most likely the concealed toilet cistern in the ensuite, which Duchy admitted had a known manufacturing fault. I was explicitly told that around 20 other cisterns installed by Duchy had failed at different times due to this defect. Despite this: * Duchy continued installing these cisterns * Homeowners, including myself, were never warned * No proactive checks or recalls were carried out A simple heads-up could have prevented the devastation that followed. Because the cistern is concealed behind tiles, the leak was slow, hidden, and impossible to detect early. By the time the damage became visible, the water had clearly been leaking for a long period. The result is catastrophic: * The entire utility room was destroyed, saturated, and covered in mould * Walls, flooring, and units had to be ripped out completely * The ensuite bathroom also had to be ripped out * The property was left in a dangerous and unhealthy condition Duchy Homes are now refusing to take any responsibility, hiding behind the claim that the issue was reported “outside the 2-year warranty period for non-structural items.” This is an outrageous position to take, given: * The fault was concealed * The leak was ongoing well before the 2-year period * Duchy were already aware this was a known defect * The failure was not due to wear and tear or homeowner negligence In short: Duchy installed a known faulty product, failed to inform homeowners, and are now refusing responsibility because the damage wasn’t visible sooner, even though it physically couldn’t have been. This is not just poor customer service; it is a complete failure of duty of care. The lack of accountability, transparency, and basic decency has been staggering. I would strongly caution anyone considering a Duchy Homes property to think very carefully. Once the keys are handed over, you are on your own, even when the fault is clearly theirs. Extremely disappointing, stressful, and costly experience. AVOID.
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Hartlepool has the most, with 1,034 reviews rated 4.6 out of 5, followed by Sunderland with 96.
The five Duchy Homes offices, by town:
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