Trusted Agent profile
★★★★★
1,144 reviews across 5 offices and 2 platforms
Duchy Homes has five offices, in Hartlepool, Sunderland, Billingham, Malpas and Madeley. Together they have 1,144 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
TrustpilotGillian was the most professional sales…
Gillian was the most professional sales person we have encountered. It was a pleasure dealing with her on our visit.
Good morning,Thank you for your kind feedback about Gillian. We will make sure she sees this. She will be delighted!We wish you many happy years in your new home. Kind regards, Ros
4/5
GoogleRating only, no written review.
5/5
GoogleRating only, no written review.
5/5
TrustpilotCame away loaded with information.
Rating only, no written review.
Hi Liz. Thank you very much for your great review! We wish you many happy years in your new home. Kind regards, Lily
1/5
TrustpilotMoved in March 2022
Moved in March 2022, Cheap products, awful customer service,Still waiting for defects to be completedPassed on to my solicitors now to sort, they just ignore your complaints, or use poor excuses why they haven’t completed the jobsNot worth the money, Think hard before you part with hard earned cash?!
5/5
TrustpilotDownsizing.
Its a thorough process which is made easier by Laura going through each step in a way which helps explain how it all works.
Good afternoon,Thank you so much for taking the time to leave us a review, it really means a lot to us. We're pleased to hear of the service you've received. Kind regards, Ros
5/5
TrustpilotSo far so smooth... :D
So far so smooth.Really impressed with the development in Roslin and kind manner with which our reservation has been handled thus far, hope the prompt service and professionalism is a good indication of what's to come.
Good evening,Thank you for taking the time to leave a review of your experience with us so far. We wish you all the best for the rest of your journey into your new home. Please do come back and let us know more about your experience once you're settled in! Kind regards, Ros
1/5
TrustpilotI thought I was a valued customer
I really was not expecting to be writing yet another negative review, but my unfortunate experience with DWH continues.Flat roof issues still not resolved.A garden which has been a mud bath since we moved in September 2022. A lawn that has been laid on builders rubble with little on no topsoil.A customer services manager who promised to ‘investigate my issues and call me back’- no call back.Who awarded the 5 stars to DWH ?I understood that DWH were 5* builders.
Good afternoon, Janet.I am very sorry to hear of your experience. I would like to ask a member of the relevant team to contact you regarding this matter. Where we are unable to locate you on our system, we have instructed Trustpilot to gain further information, so we are able to identify the correct team to pass this to. Please do always add your full address and contact details to any correspondence.Kind wishes,Isla.UPDATEGood afternoon Janet. I’m pleased to hear that you are already in contact with the relevant team regarding this review.Best wishes, Lily
1/5
TrustpilotUnfortunately our experience with DWH…
Unfortunately our experience with DWH is not 5* as is most of these reviews.We are still waiting for snagging issues to be done since last September.People are sent to our house to take photographs and to discuss the problems but nothing ever happens.Are we just unlucky or is it that the site is now completed and any interest shown is on their new developments?
Good evening, Janet.I am very sorry to read your review and hear of your experience. I will transfer your comments to the relevant management team and ask that someone contacts you to resolve these issues.Kind wishes,Isla.UPDATEGood morning Janet. I’m pleased to hear that you are already in contact with the relevant team regarding this review.Best wishes, Lily
5/5
TrustpilotGood
The customer service is very good.
Good afternoon,Thank you for your review of your experience with us so far. We wish you all the best for the rest of your journey into your new home. Please do come back and let us know more about your experience once you're settled in! Kind regards, Ros
2/5
Trustpilotno contact still
Sorry Lily you must have the wrong client.Nobody has been in touch with us regarding the roof
Hi Janet. I'm really sorry to hear this, please bear with me and I will escalate this with the team. Best wishes, Cara. UPDATEGood morning Janet. I understand that the relevant team have now been in touch regarding this review.Best wishes, Lily
2/5
TrustpilotBadly designed
Regret to report that still no action regarding our flat roof that holds water.If a slight breeze blows the water comes down in torrents with no guttering to prevent it soaking you.Perhaps DWH should ask the architects who designed this to live in it first before the house is mass produced onto the housing market.
Hi Janet. I am very sorry to read your review and hear of your experience. I will transfer your comments to the relevant management team and ask that someone contacts you to resolve these issues. Kind regards, LilyUPDATEHi Janet. I’m pleased to hear that you are already in contact with the relevant team regarding this review.Best wishes, Lily
2/5
TrustpilotReally disappointing customer service- definitely not 5 star!
Duchy homes suggests they provide a 5 star service when in reality, I have not found this to be the case. Sure, when you first move in, they are more responsive and keen to sort out issues but then once they get their feedback they quickly move on. In my opinion, if they issues their customer service feedback 6 months after you've moved in, they would see they are not a 5 star customer service company. My advice would be to get all of your issues resolved before completing their feedback form. They are more likely to prioritise you then. After a good start, I'm really disappointed with Duchy and I would not recommend them anymore. We had issues with our windows not closing and it took months to sort this out, right as the weather was getting colder and with a newborn baby in the house. We had to chase them constantly to sort this out with their suppliers. We have issues with our kitchen light switch not being in the correct place. Even though they have resolved this for other houses with our design, they are not willing to rectify this for us. Just really disappointing!
2/5
TrustpilotVery disappointed house owners
We were not allowed near the property until 2 weeks prior to moving in due to it being a working site!We live in a Cornell that has a flat roof at the end of the kitchen/diner. (Not the house that we thought we were going to buy , but a buyer in the chain dropped out and DWH would not wait for a new buyer to be found and sold ‘our’ house)The flat roof appears to be made of a rubber mould which holds the water, and if there is even a slight breeze there is a deluge of water which is enough to soak you when you step outside.DWH have now sent 5 people with spirit levels who all reported that the roof was not level.Finally a 6th person, who happened to be the director of the carpentry company who installed the wood work found, with his spirit level, that there was nothing wrong with the roof.As a gesture of goodwill DWH will not even install a gutter to the roof.No sink in the utility room “not within the spec of the house” - a utility/laundry room!!Would never buy a DWH again.
Hello Janet. Thank you for taking the time to leave a review. I shall ensure I pass your feedback to the team.Best wishes, Antonia. UPDATE Good morning Janet. I'm pleased to hear that the relevant team have now been in touch regarding this review.Best wishes, Lily
5/5
TrustpilotThe sales people
The sales people in the show house were very helpful and professional, and spent time with us.
Hi Margaret. Thank you for sharing the start of your experience with David Wilson Homes. We’ll make sure the team at Cammo Meadows gets to see your great feedback! Kind regards, Lily
3/5
TrustpilotPoor customer service
A few months after moving in to our new property, we started receiving debt letters from British Gas for another property. British Gas had been given our name as a contact for the wrong property. Having made several calls to British Gas and emails to Duchy (you can't phone them unless it's an emergency!), I was assured the problem had been resolved. It had not and we have received several debt letters since. Duchy Customer Service have been appalling at dealing with this issue. They have fobbed me off or ignored emails altogether. In short, house is 4/5, customer service is 1/5
1/5
TrustpilotEnded up in hospital on my third day in…
Woodland Manor , Wynyard , Ended up in hospital on my third day in house due to gross negligence by Duchy Homes , lots of MAJOR snags , would not recommend, sales tell lies and confidential information of other buyers . Higher management are a joke .
1/5
TrustpilotDUCHY HOMES? SHOULD BE RENAMED, “DISHONEST HOMES”!
Don’t be fooled by Duchy Homes’ “5 star builder” status and show homes. They are cowboys.The show homes suck you in. You’re then promised the world by the sales assistant on site. We paid a £1000.00 reservation fee to secure our plot on Woodland Manor, Wynyard were assured our property would be finished this summer. However, the house still wasn’t getting built. Duchy Homes don’t pay the going rate for scaffolders so the scaffolders prioritise other building sites. False promise after false promise about the scaffolding being erected and it never materialised.During the process of purchasing one of their homes, we lost our buyer. However, we reluctantly agreed to explore their part exchange scheme. In the meantime, our existing home remained up for sale.The part exchange company that was associated with Duchy Homes started making excuses as to why they were no longer able to offer us the amount we had reluctantly accepted in the first place. Due to these issues, we accepted another offer on our home from a buyer who was in a position to proceed with the sale.Duchy Homes, terminated the reservation and refused to give us back our £1000.00. It appears they’ve done this to others too (read some of the other reviews).I wrote a letter of complaint to one of the Directors and guess what? No response! That’s how much they care…..We are therefore in the process of starting legal action and will be taking this to the local press and making sure everyone knows about their underhanded tactics and appalling customer service.We are friends with another couple who have just purchased a home on Woodland Manor and so much of their home is damaged. We have ourselves witnessed how their kitchen unit fronts scratched (barring two), floor tiles scratched, paint all over the spot lights etc. it is an absolute disgrace. They’ve since found out a handyman ended up fitting their kitchen as they couldn’t source an actually professional kitchen fitter!!
1/5
TrustpilotThink Twice about purchasing this…
Think Twice about purchasing from this Builder ! Higher management customer service is deplorable.They will take your money and cancel.There are other builders out there who generally care about you and your money and the sale of purchasing a new house , Duchy Homes don’t . I was left without a home as they cancelled & wanted more money for the plot I reserved , please think twice .
5/5
TrustpilotQuick response
From reserving the plot to legal completion to hour tour, I can see the professional and kindness of the DWH staffs. Thanks Holly and Matthew very much.
Good evening, Many thanks for taking the time to leave this review. We’re really pleased to hear of the service you received. We’ll make sure the relevant team gets to see your great feedback! Kind regards, Ros
5/5
TrustpilotExcellent customer service
Excellent customer service. Amy is a credit to the Company.
Hi Carolyn. Many thanks for taking the time to leave this review. We’re really pleased to hear of the service you received. We’ll make sure Amy gets to see your great feedback! Kind regards, Lily
1/5
TrustpilotThere is nothing executive or luxury…
There is nothing executive or luxury about this builder or there customer service . The quality of build most definitely does not warrant the price tag . Over 200 snags and still waiting for issues to be addressed after we moved in December 2020 . Once they have your money, they are no longer bothered . Don’t be fooled by the word ‘luxury’ or the tag of 5 star builder . In our experience neither of these statements have been true .
5/5
TrustpilotNot necessary, but Sarah and Holly make it happened!!!!!
Great Services ! The Sales Advisors are professional and very nice. They are really from the views of customers in the process. Many thanks to Sarah and Holly! The former tried to help me patiently in solving different problems I am facing. The latter promised to emailing me for dreams come true. She did it really! Both of them using their extra time and from heart, I am so appreciated and lucky to meet them!
Thank you for your review, it is very much appreciated by all of us here at David Wilson Homes. I will share your feedback with the division. Wishing you many happy years in your new home.Best wishes, Lucy.
1/5
GoogleRating only, no written review.
A review that appears on several offices' pages is shown once. We leave out reviews that name another agent.
Hartlepool has the most, with 1,039 reviews rated 4.6 out of 5, followed by Sunderland with 97.
The five Duchy Homes offices, by town:
