Newest first, from every platform, with the office each review is about. First names only.
★★★★★ 5/5
TrustpilotExcellent team
On my first visit to the site office I met Dawn who let me visit the stunning show homes even though it was very late in the day. She advised me of everything I would need to do, and what was available and when. Next time both me and my husband went along and met Chris too, we were totally sold just on their personalities and professionalism alone. I know I drove them crazy with calls but they just laughed it off, sorry girls!! Their interpersonal skills are exemplary.They were amazingly easy to talk to and took the stress out of everything. They were both very clear with instruction and we knew exactly what was expected from us and when. When you are buying a house you need someone to hold your hand and be on your side and they certainly were. We had some difficulties obtaining the mortgage and they did everything possible to fix that for us. They recommended a brilliant mortgage adviser who was able to come up immediately with excellent solutions. Chris and Dawn are a credit to Eccleston homes and their beautiful properties. We can’t thank them enough from the bottom of our hearts.Lou and Dave xx
Loubs · 19 January 2022 · Eccleston Homes Bolton
Agent replied · 10 June 2024
Hello Lou and DaveWe hope that you're keeping safe and staying well.Thank you for your recent 5* review of our Garrett Manor development and the service that you have received from Chris and Dawn.I'm sure that your kind words are appreciated by both of them and they come as a nice pat on the back for the effort and hard work that they put in.Kind regardsEccleston Homes
★★★★★ 1/5
TrustpilotLove the house, just not the build quality... (Continuation)
In an attempt to actually receive an acknowledgement and have outstanding issues rectified, I am writing this in response to your reply to my review. As per my email dated 3rd August 2021, the subsequent email 16th September 2021 and my final email on this matter dated 8th November 2021 please see below.Thank you very much for your response, I hope that our review can help new potential buyers make an informed decision.Whilst I take on board your comments, I'd like to point out that I did not say we were actively pressured to exchange contracts. I appreciate that given the current climate the time to exchange contracts is now estimated to be 12 weeks, however at the time of our reservation we were given a six week deadline to exchange contracts. I acknowledge in my review that you and your sales team were very lenient and allowed us to continue with the purchase. However, this may have been very different if we hadn't already paid circa £15,000 upfront for the optional extras prior to exchanging contracts with you.Also, we actually exchanged contracts on the 15th December 2020 which was 17 weeks and 4 days from reservation. If you could update your response to reflect this then that would be greatly appreciated. I had hoped that the problems we faced were isolated incidents, however it seems that there's a growing number of unsatisfied customers and unfortunately it's down to your lack of attention to detail and focus on delivering a good and quality product. I'd also like to point out that we are now outwardly being snubbed and ignored by the once quite attentive sales team on our site. Just this week we had another incident where they see us and they grab their phone, look down and avoid contact at all costs, even when walking within a couple of metres of us. This just about sums up the level of professionalism of your team as you have all clearly decided that we are people to be avoided, as if we've done you wrong by leaving a very justified and honest review of your poor work.
Brandon · 7 January 2022 · Eccleston Homes Bolton
★★★★★ 3/5
TrustpilotNot excellent, not catastrophic but not focused on customer satisfaction
I have purchased a house in their Garrett manor development and have moved in 2021.I have read a lot of negative comments about the sales process but for us we didn't feel pressured at all. The only issue was at the very end when we were asked to transfer the funds. We felt the house was not finished but yet we had to move in (wrong paint colour at the front of the house, no tarmac on the driveway, etc...)Also, if you are looking for a company that will keep you updated at each stage of the build, you need to know that there are no employees available to give you that. I have even been told quite rudely not to call anymore for updates even though the build was late. Actually our house was left for around 7 weeks with no progress at all due to many different excuses from the builder. But the most disappointing part of buying a house with Eccleston homes are the finishing touches. They are poor and do not match the standard of the show homes. They represent 80% of the 225 snags that the snag company reported. The other 20% are either design issues or damaged windows/fence/door. We have reviewed most of them with the site deputy manager who was very clear, helpful and transparent but the list is still pending completion.Finally as we are now in winter, we are experiencing issues with the insulation. This is a shock as it is a new build property at efficiency rating B. This issue is especially coming from the garage (garage door is not insulated at all and the inside door leading to the garage is leaking air, also the bathroom located above the garage cannot get warm) but also from the windows located at the front of the house. This is a massive issue which has not been dealt with yet. Hopefully this review will help other buyers to make an informed decision when purchasing a house from this regional company.
LU · 6 January 2022 · Eccleston Homes Bolton
★★★★★ 1/5
TrustpilotCriminally incompetent company
Buying a house with Eccleston has hands down been one of the worst experiences of my life. If you are considering buying from Eccleston, my only advice would be: Don’t.Eccleston were very keen and very quick to take our money. Of course prior to receiving our deposit there were talks of perks, signing on bonuses, endless promises and customer service reviews that painted a very impressive picture.As I’m sure you have already surmised, none of these stuck around very long once our deposit had been paid.In fact, when we first exchanged our promised latest move in date was February. We didn’t end up actually moving until the end of September. Yes, months late! During this time, communication was non-existent. Any requests for information were met with either deathly silence, or with legal notices from their lawyers claiming that no contract was been breached and we therefore should go away and wait.Promises of “if we take over 6 months you will be compensated” turned into “We never said that. We don’t legally owe you anything”. There was one point where we had ordered dimmable lights in some rooms as an optional extra. Bear in mind these were £65 a go. We then received a message saying that if we wanted dimmable bulbs we would have to pay an extra £25, per bulb! Absolutely criminal.When asked why delays were happening we were given every excuse under the sun, The weather is too hot, the weather is too cold, our contractors are on holiday, and my personal ‘favourite’ “England are doing well in the football so we can’t build your house”?!?!?!.The response from customer service was consistently abysmal. One lady, allegedly the Sales Manager, was particularly useless, regularly contradicting herself with her excuses, and offering no solutions to our issues. Just a bland “not our problem” in response.Even since moving in our problems have endured. Our ‘snagging list’ remains incomplete after several YEARS and counting. The site manager has now left to start another site. Attempts to contact anyone with regards to getting issues resolved has been met with silence. Just recently their contractors left a load of nails in the road, puncturing the tyres of ourselves and half a dozen of our neighbours. Their response to this: a now rather predictable “not our problem” - Pathetic.So I sincerely hope you haven’t entered into a contract with Eccleston. I can only hope that this review saves someone from the awful experience we have had this past year. Eccleston pretend to be a small, friendly business, but they are criminally poor, and the furthest thing from friendly that I have ever experienced. You’d be better off going with one of the bigger companies. I am sure they are not perfect, but they cannot possibly be worse than Eccleston Homes.Edited to respond:I very politely asked that since this handle broke within warranty, then broke again within 18 months if it was covered under an extended warranty. You could have just said no. You instead ignored the question. I also asked if you could recommend any local tradespeople. Since you are working on a development 2 minutes away this feels like info you may no. You didn't even acknowledge that reasonable request either. Of course 'your system' says there are no outstanding items - it's your system. What a daft thing to say. My 2 week snagging spreadsheet that I have emailed to you on multiple occasions says otherwise.Yes this is an old review, but it seems nothing has changed in 2 years and is still my experience and opinion. Whether you concur or not is irrelevant to me. Future customers need to be aware of both sides, like you said yourself.Perhaps if you'd spent as much time answering my email yesterday as you did on this flimsy response there would be a satisfied customer not an angry one.Rude - A copy and pasted 2 sentence reply stating 'call a local contractor' is impolite and unhelpful.Incompetent - My snagging list got ignored. My emails get ignored. My phone calls get ignored. You clearly have zero training for your customer service reps as they seemingly know nothing nor have any willingness to try find out.Useless - You didn't even try to look into my issue, you could have easily recommended someone but didn't. It would have taken you 30 seconds. You would know this new handle was less than 2 years old if you'd even bothered to check. Again, you didn't.Speaking of other customers' feedback, I see I'm far from the only one that's incredibly critical of customer service. Why don't you quote one of them in your next response?
Sterling · 5 January 2022 · Eccleston Homes Bolton
Agent replied · 10 June 2024
Hello Sterling, we hope that you’re keeping safe and well.We’re disappointed that you felt it necessary to leave this review. Readers of Trust Pilot reviews deserve to hear both sides of the story and be in possession of all the facts, to allow them to understand all of the circumstances.Your review is a review that you have simply copied and pasted from another site, from a number of years ago.The review posted yesterday is in response to a member of our team simply undertaking their job and so is not a review of the current situation, or your current experience with us. Unfortunately, as you completed on your new home in 2018, the item you reported to us yesterday, a broken door handle, falls outside of our 2 year Builder Warranty. Normal hardware items usually carry a 12 month guarantee, however we cover them for a 2 year period. Unfortunately, we are unable to extend that cover to 4 years.Having looked at our system, we can see no outstanding items on your property and the last closed out items were from a number of years ago.I am unable to comment on any of the other items that you mentioned, due to lack of any relevant information being available.In conclusion, the member of staff that you have accused of being “rude, incompetent and useless” in your email to them, is the same member of the team who is praised for their "excellent customer care" from another recent review on Trustpilot. RegardsEccleston Homes
★★★★★ 5/5
TrustpilotWonderful homes
This is an excellent company with a fantastic sales team. Every person we have spoken to have been friendly, helpful and passionate about their homes. We are very much looking forward to purchasing our ideal home in the near future.
James · 4 January 2022 · Eccleston Homes Bolton
Agent replied · 10 June 2024
Hello JamesWe hope that you're keeping safe and well.Thank you for your recent 5* review and we really appreciate your positive comments and we look forward to you hopefully purchasing your new home from us in the future.RegardsEccleston Homes
★★★★★ 5/5
TrustpilotAbsolutely brilliant service from Chris…
Absolutely brilliant service from Chris and the team as the Garrett Mannor development in Worsley. She made everything so simple and easy and we were guided to the appropriate people for all mortgage advice. We love our home and the aftercare team have truly been a pleasure to deal with
Philip · 12 December 2021 · Eccleston Homes Bolton
Agent replied · 10 June 2024
Hello PhilipThank you for your recent 5* review. We really appreciate you taking the time to provide us with this feedback. We'll certainly pass on your kind comments to all involved and it's great to hear that you're happy in your new Eccleston home at Garrett Manor. Kind regardsEccleston Homes
★★★★★ 1/5
TrustpilotI am actually astonished that I have…
I am actually astonished that I have only had my house a short while ( June 21) and I feel the need to re sell so quickly because Eccleston homes will not address my very very poor rendering problems, this has now resulted in NHBC claims/resolution services having to become involved, I do not want to move, I have made lots of great friends and neighbours on this estate, it’s just a shame that Eccleston homes are so poor at the after sales and fixing the issues that arise. Again they are a 4 star builder, always buy from a 5 star, if anyone would like to see my house come past at night, you will see just how bad it really is, they keep saying turn off my outside lights, my god, is that the best they can do? Like I said, I would never buy a rendered house again if this is what the substandard finish is. It’s heartbreaking and upsetting but Eccleston homes do not care once they have your money.
Dawn · 7 November 2021 · Eccleston Homes Warrington
Agent replied · 16 June 2024
Hello DawnThank you for your recent review and (edited) review.In response to your comments, as part of our membership of Trustpilot, we are perfectly entitled to request that our customers leave us reviews. In fact, Trustpilot actively encourage us to do so and they provide us with the necessary links that we send to customers for them to leave Invited Reviews. I can assure you that none of our reviews are from false customers, although we do acknowledge that some reviews are certainly dramatised for effect. We’re really disappointed that you have been unable to settle into your new home and we understand that you have recently placed your home onto the market, which resold immediately and so we’re pleased that the Garrett Manor development is also proving to be a great success in the re-sale market too and we really look forward to the new owners moving in very soon.With regards to your accusation of bad language, Eccleston Homes does not condone the use of bad language, or behaviour. If you are able to identify the sub-contractor personnel to us, we will certainly commit to speaking to the company involved. To add, we similarly will not tolerate the use of bad language, hostile, or abusive behaviour, towards any member of staff, or sub-contractor personnel, from any member of the public, customer, or indeed a homeowner.In reference to the rendering works that you are unhappy with, prior to legal completion, you requested that the NHBC attend the property to specifically look at the render works, prior to the property having the final inspection for legal completion. This specific inspection was undertaken, the works recommended were undertaken and the property subsequently received the NHBC final sign off and the full warranty came into effect. We agree that it is unfortunate when things do not go according to plan.As with all new homes, we recognise that our customers can sometimes have issues that do require our attention and this is why our homes are sold with the benefit of a comprehensive 10 year NHBC New Home Warranty, which provides the property and owner with several forms of cover and protection. The warranty includes:- Key Build Stage Inspections- Deposit Insurance Protection from Exchange of Contracts- Completion Inspection and sign off- Builder Warranty for the first 2 years following completion- Builder Insurance for the next 8 yearsIn addition, the NHBC warranty also provides for a dispute resolution service, should home owners disagree with any findings, or decisions that we have made regarding any reported items. A resolution notice from the NHBC is final and members are required to undertake any works found necessary. Therefore, in the event that home owners do have an issue, there is a clear and defined route to resolution by a professional expert body.This route of resolution has been outlined and discussed with you during a visit to you by our Construction Director.In addition, we are members of the Consumer Code for Homebuilders. Should customers feel that they need to raise an issue with the service that they have received from us, before, during, or after their purchase, customers can request an independent adjudication of the service and circumstances via Consumer Code, who will consider all the points of their experience and independently adjudicate on all matters. As members of the scheme we are bound to adhere to any findings. All purchasers are provided details of this scheme at the reservation stage of their purchase. However, we are happy to provide this information to you again.In conclusion, we wish you well with your house sale and we look forward to meeting the new neighbours.RegardsEccleston Homes
★★★★★ 1/5
TrustpilotLove the house, just not the build quality...
I’d like to start off by saying that this review is intended to give potential buyer’s more insight as to our personal experience with Eccleston Homes as a whole and not just throughout the Sales process. I am not writing this review to deter you or persuade you to purchase a home from Eccleston Homes, but I hope to enlighten you to the good and bad parts.To start off with the Sales Team were great, I cannot fault Christine or Yvonne who helped us secure our home. The only part of the reservation process I didn’t like, as we had a property to sell and therefore in a chain, was the pressure to exchange contracts so quickly. However, given the pandemic at time of reservation, the team were very lenient with us and it didn’t really cause us any issues, other than a bit of stress. It does still amaze me that the process isn’t really set-up for existing homeowners and that before you’re able to reserve a plot, you need to have accepted an offer on your existing property (assuming the sale is funding the purchase). I do think that something better needs to be offered for those types of buyers, i.e. part-exchange or allowing you to reserve whilst you wait for acceptable offers.The exciting part of choosing your options was great, albeit expensive once you get going, but again Christine and Yvonne were very helpful. Moreover, Yvonne stayed late for us when we had to choose another Quartz worktop due to a stock shortage.On initial appearances upon moving in there were a few little obvious niggles, i.e. spot lights didn’t line through in the hallway, a broken tread on the stairs and poor overall finishing to the majority of the gloss-work. Jump to a week of moving in and we had a roof leak which caused significant water ingress to the vaulted ceiling in the kitchen/family room. The Site Team were great and came down within an hour on a Sunday to cover up the roof temporarily and ensure no further damage was caused. However, the fix of this problem took in excess of two months and involved erecting scaffolding in the garden and completely reroofing that section along with internal remedial works of plasterboard, plastering and painting, some of which have only just been completed at the time of this review, and we moved in on 19th March 2021.We had a company called SnagSure come and do a full inspection of our house. They identified 233 snags, most of which were decoration, including two further leaks in the bathroom and en-suite. The bathroom was a simple fix and required some additional sealant. We also thought this was the same issue in the en-suite, however, a month or so later a water stain appeared in our Utility Room on the ground floor which led to investigations in the en-suite, uncovering a sodden plasterboard wall covered in mould. Again, the site team were quick to action and had the remedial works carried out within two weeks.On another note, the kitchen supplier is (S)KAM Kitchens and, in hindsight, I wouldn’t have spent a penny on upgrading the kitchen as we did. The general quality of the carcasses and workmanship carried out by their on-site team is poor at best. They have visited us in excess of five times to carry out remedial works and caused damage to our oak wood flooring and the Quartz worktop, both of which are hopefully being rectified soon. Almost all the kitchen cabinet doors have been replaced due to the installers overtightening the handles and damaging the rear face. On one occasion when they came to replace three doors they drilled and screwed the handles on slanted… I’ve no words. It was rectified, but what a waste when there was no need to rush and botch the job. To conclude, if you are looking to have a high-quality kitchen with wooden carcasses and more than one shelf in each cupboard, save your money on the options and rip it out upon completion, fit your own. Overall, I am content with the purchase and understand that all new builds face problems and have a period of snagging; it’s just unfortunate that we had three quite significant leaks. We now have the garden almost ready, close enough to enjoy this summer, and it’s really starting to feel like a home.I do love the house type we chose, the layout and the natural light that comes with it, but I will be glad to see the back of the hardhats.If you want to follow our journey or have any questions about our experience, our House Account on Instagram is @hartfordbound
Brandon · 30 October 2021 · Eccleston Homes Bolton
Agent replied · 10 June 2024
Dear BrandonWe appreciate your feedback and do take note of both positive and negative reviews and thank you for your positive comments regarding our Sales Consultants and the Construction Manager, which have been passed on to them.As you’ll be aware already, any issues relating to the construction of your home are handled directly by the site based manager and then our office based customer care team as part of our simple reporting system, which is in place to keep our customer after sales experience as effective as possible. We confirm that we are already in correspondence with you direct regarding any points that you have raised.We agree that it is unfortunate when things do not go according to plan. However, as you have acknowledged, our on-site team and the relevant sub-contractors have acted quickly for you, where appropriate.We recognise that our customers can have issues with their new homes that do require attention and our homes come with a 10 year NHBC warranty, which covers the property and owner with several forms of protection, including a dispute resolution service. With reference to the use of “professional” snagging companies, we understand that customers can and do use these companies, but we would comment that they are unregulated and their experience in construction can be an unknown. We feel that such companies need to justify their fees by producing large lists of items and we do find that the majority of the items that such companies report fall outside of the NHBC’s technical standards tolerances and many fall under one item, whilst being described several times. None the less, as a company we take all legitimate items seriously and would endeavour to complete them as required. Unfortunately the timeframes for rectifying items do currently sometimes take longer than we would like, however would not walk away from a legitimate item.In addition, we are members of the Consumer Code for Homebuilders. Should customers feel that they need to raise an issue with the service that they have received from us, before, during and after their purchase, customers can request an independent adjudication of the service and circumstances via the Consumer Code, who will consider all the points of their experience and independently adjudicate on all matters. As members of the scheme we are bound to adhere to any findings.In relation to your comments regarding your reservation and timescales. I would say that we have to disagree with your comments that you were “pressured” into an exchange of contracts. To provide context, the average exchange of contracts timescales currently in England and Wales is approximately 12 weeks, where there is a lengthy chain involved. In the case of your purchase, you reserved your new home on 14 August 2020 and contracts were finally exchanged on 18 January 2021. Some 22 weeks. I believe that we were more than patient with the timescales involved for you to effect an exchange and as you have stated, our site based sales staff were always on hand to assist wherever possible.In relation to your comments on our Options scheme. The scheme is extremely popular and we’re pleased that you were able to utilise it. One of the main benefits of the scheme is that purchasers are able to select extra items and have them installed prior to completion, thus avoiding the need to source, procure and then have items installed post completion, when no doubt many of the items would require additional works and cosmetic redecoration following installation. Considering the extra work involved we believe that the all the benefits are reflected in the costs.In relation to your comments regarding KAM Kitchens, We have passed your comments and details on to them.With regards to your views on the system used to allow customers to reserve a property. We agree that the system isn’t perfect, but it is used across the UK, for both new and second hand homes and is not something particular to Eccleston Homes. In some instances estate agents would not even entertain a home viewing if a customer is unable to proceed independently, or has a home to sell, unless a vendor specifically allows this. This may have been the case when you sold your own home. Accepting offers (taking reservations) from parties who still have a property to sell would actually cause even further delays and frustration to the process, as purchasers are unlikely to make any progress, or make any financial commitments to purchase, such as instructing solicitors / paying for searches / applying for a mortgage until their current home was sold. In effect they would just be treading water on the transaction, potentially causing an even lengthier transaction. Additionally, should another customer come along that has sold their property and so was able to move forward immediately, no doubt any previous agreements with another party would soon dissolve, causing unnecessary disappointment. Purchasers putting themselves into the best position possible to move a transaction forward is the best way to keep the system moving. By the very nature of the transaction being entered into and the UK property market, there are sometimes unfortunately disappointments and this is certainly not something new.Eccleston Homes would support any move by Government towards a similar system, to that say used in Scotland, where vendors supply additional upfront information and the legal system for sale and purchase is less complicated. However, no system is perfect. A similar system to the one used in Scotland was introduced in England some time ago and was then dropped by the Government due to public pressure.In conclusion, thank you for the time that you have taken to provide your feedback and we can assure you that we are always looking for ways to keep things moving smoothly and keeping the journey both practical and educational.RegardsEccleston Homes
★★★★★ 4/5
TrustpilotA fair review
As second-time buyers, we purchased a house on Garratt Manor from Eccleston. I intend to try and give a fair review here to actually help potential buyers because there are lots of negative reviews on here that I don't think are fair at all.The positives: - The house layouts are lovely and the rooms big- The upgrade and choice options are quite varied compared to other developers and they generally have a high standard of fixings e.g when we purchased they offered things like an alarm and spotlights as standard which was a huge upgrade cost with other developers we looked at- The build quality I have found to be great. There are snags (we had a snagging company come to ours upon completion which I would recommend) but nothing huge and some snags are to be expected in my experience (several friends/family members have new build homes with various developers).- The on-site management team are lovelyThe negatives (why it's only 4* not 5*)- While the site manager/assistant site manager are lovely and have been very willing to fix our snag issues with no argument, we still have a couple of snag issues outstanding. We haven't chased them recently because we keep forgetting, but I do think we shouldn't have to and they should have been resolved by now.- Most of my experiences with the sales team were positive, but there were times when I found them to be a bit bullish. One of the sales team made a mistake when showing us something on the plans for our home. We saw her mistake but she was adamant we were wrong and she was right which when we moved into the house was not the case, we were right. It wasn't something that was a dealbreaker for us, but it may have been for another home-buyer.It's also a pain the way they insist you have an offer on your current home before you reserve and they are extremely cagey with their build-time estimations, but I have found other developers to have exactly the same policies so I can't fault Eccleston alone for this.Overall I would absolutely recommend Eccleston to others.
ECW · 27 October 2021 · Eccleston Homes Bolton
Agent replied · 10 June 2024
Hello Thank you for your recent 4* review.We hope that you and you’re family are staying safe and well.We appreciate the comments that you have made and the fair nature of your review and we certainly do take account of all customer comments made. This includes any comments or ideas that customers make on our products and wherever possible we take account of these when designing and specifying new products and developments and we’re happy that you’re happy with the overall product and level of specification included as standard at Garrett Manor.We appreciate the comments regarding our site based team and we will certainly pass on your comments to them.With regards to any outstanding items on your property. We apologise for any oversight that has occurred regarding these and I believe that our Customer Care Administrator has made contact with you and arrangements are now in place to deal with these and we thank you for your patience.On the point regarding the information received from our Sales Consultant that you feel was incorrect, we’re unaware of this point. If you could provide us with some details we will certainly commit to investigating this further for you.We feel your frustration when it’s not possible to reserve a new home straight away, unless you are a first time buyer, non-dependant / cash purchaser, or have indeed accepted an offer on your existing property. We can confirm that this is a feature across the new homes industry and not something particular to Eccleston Homes. This is mainly due to the sometimes complicated nature of a home sale chain and the timescales involved and having surety that all parties can proceed. We could also potentially experience disappointment from other customers who are sold and would see that plots are being “held” by customers who have not yet sold their property and so essentially are unable to make any actual progress with the purchase. We do find that in the second hand market that most estate agents wouldn’t even allow a viewing of a property without being in a position to proceed. With regards to any completion dates that we communicate. You are indeed correct. The new homes industry do only work to “anticipated” dates, as by the nature of sector, these dates can sometimes unfortunately change. We do however, commit to providing our purchasers with three formal meaningful updates at three key construction milestones. From the Foundation to Roof Complete stage, we provided our anticipated Season of build completion, which provides for a three month build completion window. At Roof Complete stage we would then provide our purchasers with our anticipated Month of build completion. At Decoration stage, we then provide our purchasers with our anticipated date of the Legal Completion. This update is approximately four weeks prior to the legal completion date. Our contract provides for a 10 working day notice period and as soon as the property has been signed of by the NHBC and we have completed our inspection process, we set the formal completion wheels in motion.We understand that this is an exciting, but busy time and so our Sales Consultants are always on hand to provide any additional assistance, or advice that may be required.Due to the global and national situation over the past 18 months, we have found it increasingly difficult to be more specific on construction dates, due to some major supply chain, labour and transport issues, but we do work hard to try and mitigate any problems we encounter, as we understand that any delays to completions can be disappointing. Since your own property completed and on the back of customer feedback, we have also introduced a series of customer emails that provide further progress updates at various points of the journey. These emails are a range of construction progress updates and useful information and reminders at specific points of the journey and our feedback so far, is that customers find them very informative.We hope that you continue to enjoy your new home at Garrett Manor and that you are happy enough to have already recommended our product and development to other purchasers.RegardsEccleston Homes
★★★★★ 5/5
TrustpilotVisited a couple of weeks ago…
Visited a couple of weeks ago to look at a view of the different sites in the area, Garret Meadow stands out for its quality of build. Service was exceptional, and will look forward to more plots being released soon. Tom
Tom · 18 October 2021 · Eccleston Homes Bolton
Agent replied · 10 June 2024
Hello TomWe hope that you're staying safe and keeping well.Thank you for your recent 5* review, which is much appreciated. We're pleased that you liked our Garrett Manor development and we will pass on your comments to our on site staff and we look forward to keeping in touch with you regarding our future homes on the development.RegardsEccleston Homes
★★★★★ 1/5
TrustpilotVery strange how any reviews with…
Eccleston homes ask people to put 5 star reviews on because the build is poor, makes me laugh as I was also asked to give them a good review, please come any time to Garret Manor estate and see how poor build these houses really are but of course there are exceptions like getting free bricks or things done for free off the builders, then they ask you nicely to put a good review,on, 4 star builder soon to be a 3 star, speaks for itself! Only builder in this area that is not 5 star builder.Good luck, they are extremely poor builder!! Does make me smile … of course show homes are nice … if your thinking of buying come at night and see the rendered houses I will leave the outside lights on, they paid me back £570 as I was so unhappy with the rendering and it shows just how bad it is at night, I know some reviews are false as the same people putting them on were complaining they never got any updates off Eccleston homes
Dawn · 17 October 2021 · Eccleston Homes Bolton
Agent replied · 10 June 2024
Hello DawnThank you for your recent review and (edited) review.In response to your comments, as part of our membership of Trustpilot, we are perfectly entitled to request that our customers leave us reviews. In fact, Trustpilot actively encourage us to do so and they provide us with the necessary links that we send to customers for them to leave Invited Reviews. I can assure you that none of our reviews are from false customers, although we do acknowledge that some reviews are certainly dramatised for effect. We’re really disappointed that you have been unable to settle into your new home and we understand that you have recently placed your home onto the market, which resold immediately and so we’re pleased that the Garrett Manor development is also proving to be a great success in the re-sale market too and we really look forward to the new owners moving in very soon.With regards to your accusation of bad language, Eccleston Homes does not condone the use of bad language, or behaviour. If you are able to identify the sub-contractor personnel to us, we will certainly commit to speaking to the company involved. To add, we similarly will not tolerate the use of bad language, hostile, or abusive behaviour, towards any member of staff, or sub-contractor personnel, from any member of the public, customer, or indeed a homeowner.In reference to the rendering works that you are unhappy with, prior to legal completion, you requested that the NHBC attend the property to specifically look at the render works, prior to the property having the final inspection for legal completion. This specific inspection was undertaken, the works recommended were undertaken and the property subsequently received the NHBC final sign off and the full warranty came into effect. We agree that it is unfortunate when things do not go according to plan.As with all new homes, we recognise that our customers can sometimes have issues that do require our attention and this is why our homes are sold with the benefit of a comprehensive 10 year NHBC New Home Warranty, which provides the property and owner with several forms of cover and protection. The warranty includes:- Key Build Stage Inspections- Deposit Insurance Protection from Exchange of Contracts- Completion Inspection and sign off- Builder Warranty for the first 2 years following completion- Builder Insurance for the next 8 yearsIn addition, the NHBC warranty also provides for a dispute resolution service, should home owners disagree with any findings, or decisions that we have made regarding any reported items. A resolution notice from the NHBC is final and members are required to undertake any works found necessary. Therefore, in the event that home owners do have an issue, there is a clear and defined route to resolution by a professional expert body.This route of resolution has been outlined and discussed with you during a visit to you by our Construction Director.In addition, we are members of the Consumer Code for Homebuilders. Should customers feel that they need to raise an issue with the service that they have received from us, before, during, or after their purchase, customers can request an independent adjudication of the service and circumstances via Consumer Code, who will consider all the points of their experience and independently adjudicate on all matters. As members of the scheme we are bound to adhere to any findings. All purchasers are provided details of this scheme at the reservation stage of their purchase. However, we are happy to provide this information to you again.In conclusion, we wish you well with your house sale and we look forward to meeting the new neighbours.RegardsEccleston Homes
★★★★★ 5/5
TrustpilotGarrett Manor
We reserved our home in January 2021 and moved in at the end of September. Chris, Yvonne and Dawn have been amazing throughout the whole process and always answered my questions (no matter how trivial!) We were kept up to date every step of the way!The house is beautiful! Yes, there are a couple of little snags, but nothing major and are easily sorted. All the staff are great, in the office, the builders, etc, they are all super helpful! Even down to moving rubbish for us as our bins haven't arrived from Wigan Council yet!The estate is fab too, well placed for commuting and plenty of shops and bars near by too! We've had a very positive experience of buying our new home from Eccleston Homes,and are really happy with it! 😊
Jayne · 17 October 2021 · Eccleston Homes Bolton
Agent replied · 10 June 2024
Hello JayneThank you for your recent 5* review and your positive comments regarding the service that you received at the development. We will certainly pass those comments on to Chris, Yvonne, Dawn and the on site construction team.We're really pleased that you're happy with your new home and we wish you continued happiness.RegardsEccleston Homes
★★★★★ 5/5
TrustpilotAmazing homes at Garret Manor!
My wife and I are soon relocating from London to jobs in Manchester City Centre. We’ve set our hearts on new build but have previously been underwhelmed with several show homes we’ve seen elsewhere in the area. That was until we came across Garrett Manor!As soon as we arrived, it was immediately apparent that the standard of build was superior to anything we’d seen before. The location would be perfect for our new commute too. Can’t wait to explore our options.
Carl · 16 October 2021 · Eccleston Homes Bolton
Agent replied · 10 June 2024
Hello CarlWe hope that you're keeping safe and staying well.Thank you for your recent 5* review and your kind comments. We do appreciate them.We hope that you're able to make that move to the North West and Garrett Manor and look forward to having you as a neighbour soon.RegardsEccleston Homes
★★★★★ 5/5
TrustpilotGreat show homes
Great show homes, clean and tidy, friendly and professional staff, would highly recommend.
Nathan · 16 October 2021 · Eccleston Homes Bolton
Agent replied · 10 June 2024
Hello NathanWe hope that you're well.Thank you for your recent 5* review and your positive comments. We will be sure to pass these on to the site based team.RegardsEccleston Homes
★★★★★ 5/5
TrustpilotLovely
Loved visiting the show homes! They’re always so nice & clean. Not to mention the friendly staff. Thanks again guys!
Callum · 16 October 2021 · Eccleston Homes Bolton
Agent replied · 10 June 2024
Hello CallumIt was lovely to receive your recent 5* review.It's nice to hear that people appreciate the hard work that goes into creating the positive customer experience and we thank you for your comments.We'll be sure to pass them on to the site based team.RegardsEccleston Homes
★★★★★ 1/5
TrustpilotTerrible builder Eccleston homes
NEVER EVER buy a rendered house from Eccleston homes, it was done in the rain, the company they use has suddenly had a CCJ against it and re opened another company, Eccleston homes promised to fix it and one man and a ladder turned up, he hand sanded it then painted it with colour enhancement paint so now it’s worse than it was originally was, I only moved in June 21, sales are amazing especially Chris but they have no real after care and takes months to get jobs done inside and out and have now said for me to go through NHBC resolution as they said they will not fix it, it is shocking and there are other houses that are rendered are having same issues, cracked, bumpy and discoloured render after less than 6 months old, they just ignore all the problems, Ive had builders swear and shout at me because they are breaking the site opening times and they got told off the site I reported them, only yesterday they did the drive and it’s all over my garage door, got holes in it and tarmac half finished, just everything rushed and poor quality, always buy from a 5 star builder, Eccleston homes will never be that. It’s upsetting as it should be a nice experience, instead it’s been truly awful.
Dawn · 14 October 2021 · Eccleston Homes Bolton
★★★★★ 1/5
TrustpilotAVOID ECCLESTON HOMES AT ALL COSTS
Myself and my partner bought a home from Eccleston in February at the Garrett Manor development, we were very excited as this is our first home.It didn't take long for issues to start, we had delays in the building of our home right at the end which causes several complications for us. An endless list of snags soon followed, some of which were solved quickly, many were not sorted for months and months and some still haven't been fixed. A couple of the major issues are the back garden fencing, when we had our garden done and levelled to the levels eccleston homes had left, it revealed a large gap under the fence, for MONTHS ecclestone homes said it was our responsibility to fix (we were quoted £1000) and that it was built to spec. After weeks and weeks of proving to eccleston that it was wrong and not to spec, we finally we able to get the construction director round to see it. I was surprised upon his arrival, surprised at how condescending and rude he was, more interested in trying to point out other issues so he could ignore eccleston's mistake. Unfortunately an accurate reflection of most of our dealings with Eccleston. After more waiting it was then agreed that Ecclestone would right their wrong, this is finally due to be next week, 6 months after the issue was raised.DO NOT UNDER ANY CIRCUMSTANCES BUY A RENDERED ECCLESTON HOME. We are still waiting for a conclusion to our rendering issue. We have horribly wavy walls which can be seen in normal light and is amplified by our external lights (which we paid £480 for), the walls are different colours due to some being colour enhanced and some not, multiple problems with cracking and BOTCHED repairs which can be noticed from a mile away. Eccleston seem reluctant to fix this issue and claim that finishes can vary, yes they can vary, they can vary from acceptable to not acceptable! And ours is awful. Feel free to have a drive round of a night time and look at the state of the rendered houses. Eccleston have proven that they cannot provide their customers with a render finish that is consistent and of the required quality of houses that cost as much as they do. If you are planning to get any aftersales issues solved, don't hold your breath, this is a lengthy and painstaking process. Just to get an email back can take a week or more, even more frustrating when most of your issues are not solved when they do reply. When you talk to them over the phone you don't get an answers and are just told to email instead.We are exhausted of the whole process at this point and Eccleston have taken the shine off what should have been an amazing time for us. Also make sure you do not criticise them on social media, as their response is to delete any negative comments and block you, as a few of the people on our development have found out.Sort yourselves out Eccleston and sort my rendering out.
Dan · 14 October 2021 · Eccleston Homes Bolton
Agent replied · 10 June 2024
Hello DanThank you for your recent Trustpilot reviewWe hope that you’re keeping safe and well.We’ve looked into the points that you have raised in your review and would comment as follows:When you reserved the property in July 2020 the property was at Foundation stage and so our timescales would have stated an anticipated Season. At that point we anticipated a Build Completion in Winter - (December, January, February) and both our Reservation Form and Reservation Letter stated this. The property was subsequently completed in mid-February and so we facilitated your legal completion to our original forecast. We also stated that we could be flexible for you on the actual legal completion date, if this was helpful. I believe that you required the completion to be within Half Term and so this turned out to be perfect timing.At Exchange of Contracts we also agreed a Back Stop date of the end of March 2021 and so we were well within that timeframe.We’re pleased that we were able to deliver the property to you on time and this was despite our staff and sub-contractor staff having to work through National Lockdowns and local Tier Restrictions, dealing with positive COVID results, illness, self-isolation and childcare issues, due to the lack of schooling. Unfortunately we are unable to conduct our construction business by working from home, or via Zoom.With regards to the issue you have raised regarding your rear garden. We can see that the details of the levels to your plot were discussed with you at our formal Reservation Confirmation meeting on 13 August 2020, when we discussed all the technical details and drawings in relation to your individual house type, your specific plot and the wider development. The engineering drawings confirmed that there would be a slight decline to your rear garden, away from your property. This is what was achieved on your property and so we can confirm that it was finished as per the approved drawings and to specification.Following works undertaken by your own landscape gardener, you reported an issue with your boundary fence and “gaps” underneath the fence. Upon inspection by us, it was discovered that the works undertaken by your own landscape gardener had compromised the fencing, due to the level being reduced around the fence posts, which exposed the supporting concrete. In addition, the landscaper had move soil and piled this up against the neighbouring garage, potentially causing an issue by breaching their damp proof course.During this process you stated that you had not been made aware of the levels to the plot. We subsequently reminded you of the Reservation Confirmation meeting of 13 August 2020 and the drawings that were discussed, including the Engineering drawing, which shows how the plot levels work. At this point you stated that you had been made aware at the meeting, but that you had not understood what had been explained.At the meeting and afterwards, had you the opportunity to express your lack of understanding and could have raised any queries you may have had. Formally, at any point prior to your exchange of contracts on 20.11.20, you could have raised any questions via our sales centre, or indeed via your Solicitor, as a pre contract enquiry. We can confirm that no such enquiry was raised. Informally, you also had the unique opportunity to raise any questions you may have had with our Development Engineer, who we believe is a longstanding acquaintance of the family. We understand that this did not happen. Had further clarification been requested we would have been happy to provide this.Despite the above situation, we agreed to rectify the problems created by your own landscape gardeners, at our expense.With regards to your derogatory comments regarding our Construction Director, we have to say that we totally disagree with your statement that he is “condescending and rude”. He is actually one of the most courteous and unassuming people you could care to meet.Following discussions with our Construction team, we can confirm that we have not ignored or refused to investigate or undertake any of the works that have been brought to our attention. Unfortunately we have been and continue to work in a challenging environment and under conditions which are beyond our reasonable control and we agree that on occasion, despite our best endeavours, arrangements made in good faith cannot be completed in the expected timescales. Supply chain, transport and labour issues continue to be a challenge across the sector. All works have been agreed and undertaken, where possible, to timescales that suit you the most, such as at Half Term. Our requirements to receive all reported issues via email, is a more efficient way to record all points and assists in logging all items raised on the plot record, as required by the NHBC.In relation to the point that you have raised regarding the render finish to your property, as you are aware, we have undertaken a review of the render and commissioned a report, the results of which are inconclusive. However, it does state that the product has been applied to British standards BS EN 13914-1;2016. Therefore, under the terms of the warranty we are not required to undertaken any remedial work. To move this along, our recommendation to you was that you take this issue to the NHBC and request that they adjudicate on this matter. This service forms part of your NHBC 10 Year Warranty.With reference to your comments regarding our social accounts. Our social media channels are our own to monitor and moderate as we wish.If we decide that a follower has overstepped the mark in relation to comments made on any of the channels, then we reserve the right to block them from those channels.These decisions are not taken lightly and where we feel that a follower, or indeed a customer has made a comment, or demonstrated behaviour, that is false, hostile, abusive, or derogatory in any way, either via one of our channels, or in their dealings with the company and our employees direct, we have and will take the decision to block them from our channels.Eccleston Homes will not tolerate such behaviour from any source and we are prepared to take the appropriate action where necessary.In conclusion, on several points you have incorrectly represented the actual situation regarding your experience and what has been discussed and, or agreed and so we hope that the above response clarifies these.RegardsEccleston Homes
★★★★★ 1/5
TrustpilotThey don’t know their own policies and aren’t good at maths
I bought an Eccleston home from someone who bought it from new. They only lived here 18 months then sold to us. We moved in and there are a number of issues and faults that need to be fixed within the property. 2 year cover is still valid, the website confirms that the cover is for 2 years, it all checks out. So I contacted Eccleston home to arrange for the work to be completed and fixed. Only to be told the guaranteed 2 year cover ran out 4 months ago? Now I didn’t do that well in maths at school, but October 2019 to May 2021 isn’t 2 years. However Eccleston homes are adamant it’s expired, even when I have a document from them clearly stating there is another 2 months left on it. Now I’ve found a lot of companies who don’t know their own policies or what it says on their website, as they will quote and reference things, hoping they can fob you off. However they are wrong on this matter.The thing is, I work in law and I know all there is to know re the duties of companies and their policies…. So let’s see if they admit they got it wrong and sort my matters out.
Humayun · 24 August 2021 · Eccleston Homes Bolton
Agent replied · 10 June 2024
Hello HumayanIn response to your review and issue, there appears to have been a mix up with plot numbers / development name and postal addresses.The development marketing name was adopted by the Local Authority as the postal address. However, our plot numbers do not directly correlate to the postal address numbers. We and our purchasers work to plot numbers and development names and so when you have quoted your address we have looked at a different plot record, where the NHBC cover has already expired.We have received a copy of the NHBC document this morning, that you have sent to us via email and this confirms the correct plot number.We apologise for this mix up and a member of the Customer Care team has already responded to your email this morning.RegardsEccleston Homes
★★★★★ 4/5
TrustpilotI’m concerned that the company has not…
I’m concerned that the company has not responded to any of the negative reviews about the things that really matter - the quality of the building. It’s easy to have a wonderful sales process but it is after sales that really matters. Any comments Eccleston Homes
Christine · 19 July 2021 · Eccleston Homes Bolton
Agent replied · 10 June 2024
Hello Christine We hope that you’re keeping safe and staying well. Thank you for your comments. I’ve been unable to find your details on our system, so we assume that you are currently in the research stage of a purchase?I believe that it would be useful to have a conversation regarding the points that you have raised and I'd be glad to undertake a call with you, to discuss this further.Please feel contact me on 01925 939030RegardsPeter Vella
★★★★★ 1/5
TrustpilotFamily dream ruined
Family dream ruinedWe got our home and was so excited to move in. The moment we walked through the door we wanted to walk out.The build was so poor and looked like it was built with the left over damaged materials you would find in a skip that was not fit for purpose. Everything in the home needs adjusting or replacing.Here’s a list so you can understand our experience.Front door had cracks in the welds and also didn’t shut properly.Beads missing out the window.All woodwork bowed at the porch.Dripping paint all through the house. Scratches everywhere and in every room.Brickwork Sloped on extension.Brick work all around garden wall wasn’t mortared correctly and was not level.Bath is to short.Shower doesn’t work correctly and leaks on the floor. Spot lights through out the house not in line and half sunk.Multipul kitchen issues, scratched doors, marked granite worktops, dints in appliances. 1 plug for the whole kitchen.Back door as holes in bottom. Window frames crackedSockets not in line and out of square.Window sachets don’t open correctly.Back garden should have been levelled with soil but half the building site in packed in it.Drainage covers all out of square and all different levels.Silicon around the house looks like it’s been done by a 2 year old. Window boards cut short and patched up.Inch think silicon around out side window. Security lights only work when kitchen lights are on.Kitchen was out of square meaning my new tile floor has to be lifted in place.Bowed was over stairs which need ripping out and re doing.Doors didn’t fit correctly.Soffit’s don’t fit correctly in places.Leaking gutters Plus I’m sure I’ve missed plenty of the list. Please rethink before purchasing a new home from this company.The builder are very poor and they say they will fix all the issues, they plan stuff in and still nothing happens.I had the director round who said this wasn’t acceptable he couldn’t apologise enough for the state of the house. We discussed compensation and now hind behind his emails and quote the building policy and thinks they haven’t done anything wrong. There offer is £250 as a good will gesture after months of stress. We moved in on the 19/11/21 and all this still need completing still.Some little work has been done but they have been out to repair stuff and even made it worse or can fix it on the day and it needs re booking in again. Anyway just thought I’d share our experience after purchasing from Eccelston homes so your dreams of a nice family home hasn’t been ruined like ours.
Matthew · 4 March 2021 · Eccleston Homes Bolton
★★★★★ 5/5
TrustpilotMacclesfield Silk Rose Place
We are KIM family recently moved to Macclesfield (Silk Rose Place). We are very delighted and pleased that we got our first home with Ecclestone homes, particularly with Silk Rose Place. Amy (sales advisor) has been brilliant since the very beginning of our journey with Ecclestone homes and throughout pre and post-moving in. Both Amy and Rick (the site manager) have been extremely approachable and always supportive whenever we needed help and advice. We feel they have gone the extra mile everytime and very privileged that we have met them. It's been very pleasant first time house buyer experience and we would like to thank you for taking this opportunity.
Siwon · 18 February 2021 · Eccleston Homes Bolton
Agent replied · 10 June 2024
Hello Siwon, we hope that you and your family you're staying safe and keeping well.Thank you for your review of our Silk Rose Place development in Macclesfield and your kind words regarding the service that you've received from our Sales Consultant and Site Manager, Amy and Rick. We'll pass these comments onto them.We're pleased that you're happy with your purchase and journey and hope that you'll be very happy in your new Eccleston home.RegardsEccleston Homes
★★★★★ 5/5
TrustpilotImpressive!!
I am just about to exchange contracts on a Hartford at Garrott Manor. The service fromChristine / Yvonne from start to finish so far has been great. I have only seen the show home, but the quality looks Amazing! It’s my dream home! The most impressive part so far is the communication, responsiveness, helpfulness, and attitude from the sales team in helping us to secure this property, even during these crazy times! They couldn’t do enough and I really felt like they have been apart of this exciting process with me.
Bárbara · 17 February 2021 · Eccleston Homes Bolton
Agent replied · 10 June 2024
Hello BárbaraWe hope you're staying safe and keeping well.Thank you so much for your review of our Garrett Manor development and the service that you have received from our Sales Consultants Chris and Yvonne.We're pleased that you've taken the time out to thank them and we'll be sure to pass your comments on.We'll certainly keep trying to provide the same service and we look forward to welcoming you into your new Eccleston Home soon.RegardsEccleston Homes
★★★★★ 5/5
TrustpilotWe Reserved our plot at Garrett Manor…
We Reserved our plot at Garrett Manor with Chris in Sept 2020. Our experience with both Chris and Yvonne has been exceptional, two lovely ladies, very professional and very knowledge on all houses and aspects of the site. Any questions we've had have always been answered, they phone with updates on the progress of our home, and have advised and assisted us in our options choices, we couldn't be happier with the service they have both provided. Our new home should hopefully be completed soon. We cant wait to move in. I would definitely recommend buying a new house from Eccleston Homes. Bev & Ged
Ged · 17 February 2021 · Eccleston Homes Bolton
Agent replied · 10 June 2024
Hello Bev and Ged, we hope you're staying safe and keeping well.Thank you for your review of our Garrett Manor development and your kind words towards both Chris and Yvonne. They're always nice to receive and especially when they're working under the current difficult circumstances. Well ensure that both Chris and Yvonne are made aware of your review and we look forward to welcoming you into your new Eccleston Home in the not too distant future.RegardsEccleston Homes
★★★★★ 5/5
TrustpilotI have had a fear of dentists from…
I have had a fear of dentists from being a young age. I can honestly say Jagdeep is a amazing dentist and very precise and informative with the procedure carried out also very gentle. I would highly recommend him. I’ve been going to this dentist over a year now and all my fears have gone finally! I had a bridge fitted today and my root taken out and I didn’t feel any pain and I’m absolutely made him with my new front tooth.
Suzanne · 3 February 2021 · Eccleston Homes Bolton
Agent replied · 10 June 2024
Hello Suzanne, we hope you're keeping safe and well. We're thrilled that you've had such a great experience with your dentist, but think you've left the review on the wrong company profile. It sounds like your dentist deserves this 5* review so thought that we'd let you know. Stay safe. Eccleston Homes
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