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★★★★★ 1/5
TrustpilotExtremely disappointing experience as a…
Extremely disappointing experience as a neighbouring landowner
I want to be clear that I am not reviewing Pentland’s services as a developer, as that is not something I can comment on. I am reviewing my experience of them as a landowner and neighbour, and unfortunately, that experience has been extremely disappointing.
The land behind my home is owned by Pentland and forms part of the wider site where a housing development has been built. The area immediately behind my property is woodland.
Throughout the development, I have been supportive and cooperative. I have also supported the treatment of Japanese knotweed on the land and have always tried to approach matters reasonably and constructively.
Unfortunately, that same level of consideration and cooperation has not been shown by Pentland.
The woodland requires proper maintenance, and there are trees that are now impacting the electricity supply running across the land. I have made numerous attempts to contact Pentland about these issues, yet there appears to be no clear point of contact and, more importantly, no willingness to properly engage and take responsibility.
This is not about complaining because I have woodland behind my house or expecting the land to be perfectly maintained. These are genuine and ongoing issues that require the attention of the landowner.
More recently, one of the trees fell into the road, leaving myself and my neighbours to deal with the situation. This is particularly disappointing when repeated attempts have already been made to raise concerns.
I have been reasonable, supportive and cooperative throughout the development. I don't believe it is unreasonable to expect a landowner to show the same responsibility towards the people living next to land they own.
Pentland needs to take ownership of this situation. The outstanding maintenance issues need to be addressed, the trees affecting the electricity supply need to be dealt with, and there needs to be a proper point of contact for residents who are directly affected by this land.
I am posting this review because repeated attempts to resolve these matters directly have gone nowhere. This review is not about causing a problem, it is about trying to get one resolved.
As a developer, I cannot comment on Pentland’s service. But as a neighbouring landowner, my experience has been extremely poor when it comes to communication, responsibility and being a good neighbour.
I sincerely hope Pentland will now take this opportunity to engage, take responsibility and actually put things right
Alison · 8 August 2026 · Pentland Homes New Romney
★★★★★ 1/5
TrustpilotAbsolutely shocking aftercare…
Absolutely shocking aftercare experience with Pentland Homes.
We purchased a new-build home from Pentland Homes at The Fairways and the experience since moving in has been extremely poor.
This is not about minor snagging. We have had months of unresolved issues, repeated chasing, poor communication, contractor confusion, and genuine concerns being dismissed rather than properly resolved.
The washing machine issue has been ongoing for months. Pentland have referred to investigations and reports, but the information we have been given does not match what we were told during the visit or the evidence we have. The PJH report we have seen refers to the floor and space around the appliance, yet Pentland’s written position says no defect has been identified. This has caused us to lose trust in how our concerns are being handled.
The garden is even more concerning. There are visible cracks, voids, holes and ground separation in the lawn. Some of the gaps are large enough to be a clear trip/injury risk in our view, especially with a dog, visitors and young children in the garden. Pentland’s position is that this is natural movement/shrinkage and homeowner maintenance, but I do not accept that a newly built garden should be handed over or left in this condition.
We were sold a safe, finished new-build home. Instead, we are having to chase constantly, take time out of our days, wait for contractors, send evidence repeatedly, and fight to have serious issues taken seriously.
There have also been wider concerns around the sales journey, lack of clear explanation about the garden incline, out-of-stock items during the buying process, poor handover standards, incomplete/late items, and ongoing snagging issues. Communication between Pentland and contractors has also been poor, with appointments and updates not being managed properly.
What is most disappointing is the dismissive approach once you have moved in. Their public messaging says they listen to customers, but our experience has been the opposite. We feel passed around, challenged, and dismissed rather than supported.
I am now escalating the matter formally through Pentland’s complaints process and considering NHBC / New Homes Ombudsman routes if this is not resolved properly.
Based on our experience, I cannot recommend Pentland Homes. The home itself should have been exciting, but the aftercare has made the whole experience stressful, frustrating and deeply disappointing.
Johnnie · 31 May 2026 · Pentland Homes Lydden
Agent replied · 24 September 2026
We’re sorry to hear about your experience and appreciate you taking the time to share your feedback.
We take all customer concerns seriously and can confirm our Customer Care team has been in regular contact with you to investigate and address the matters raised. We remain committed to working with you to reach a resolution and will continue to support you through our formal process.
If there is anything further you would like to discuss, please contact our Customer Care team directly.
★★★★★ 5/5
GoogleWe have recently moved into poppy fields in Hawkinge and a big part of that was thanks to Joanna. From start to finish, she was incredibly helpful, professional, and always available to answer our questions.
Joanna kept us well informed throughout the whole process and made what can often be a stressful experience feel smooth and straightforward. She went above and beyond to make sure everything was on track and that we felt confident at every stage.
We’re very happy with our new home and truly appreciate all the time, effort, and support Joanna put in. We wouldn’t hesitate to recommend Pentland to others, especially with Joanna there to guide you through the journey.
Melodie · 9 April 2026 · Pentland Homes Kent
★★★★★ 5/5
GoogleWe have recently moved to Poppy Fields
And love our new home.
Joanne was instrumental in helping us through our transaction she is a highly professional hardworking member of the sales team with excellent communication skills who is a credit to Pentland.
The aftercare team have responded to our snags with how each one will be dealt with in a timely manner.
The site team are a pleasure to deal with very polite helpful and friendly.
Kate · 2 April 2026 · Pentland Homes Kent
★★★★★ 5/5
TrustpilotPentland homes Folkestone.
Pentland homes Folkestone.
Joanna from Pentland Homes in Folkestone provided exceptional service throughout our home-buying experience. She went above and beyond to ensure our house purchase was processed as quickly as possible, demonstrating dedication and professionalism every step of the way. While there were a few minor teething problems, which are to be expected, Pentland Homes were very responsive and efficient in addressing all snagging issues promptly. Overall, we are extremely happy with our new home and the support we received. We highly recommend Pentland Homes and would like to extend a special thank you to Joanna for her outstanding commitment and assistance.
Kerry · 1 April 2026 · Pentland Homes Lydden
★★★★★ 5/5
FacebookJoanna from Pentland Homes in Folkestone provided exceptional service throughout our home-buying experience. She went above and beyond to ensure our house purchase was processed as quickly as possible, demonstrating dedication and professionalism every step of the way. While there were a few minor teething problems, which are to be expected, Pentland Homes were very responsive and efficient in addressing all snagging issues promptly. Overall, we are extremely happy with our new home and the support we received. We highly recommend Pentland Homes and would like to extend a special thank you to Joanna for her outstanding commitment and assistance.
Kerry · 1 April 2026 · Pentland Homes Lydden
★★★★★ 5/5
GoogleBuying a home is one of the biggest decisions in life, and choosing Pentland Homes at The Fairways has been one of the best decisions we’ve made.
From the very beginning, the team made us feel valued, supported, and genuinely cared for. What could have been a stressful process was made smooth and reassuring because of their patience, flexibility, and understanding of our personal situation. They never made us feel like “just another sale”, they treated us like people.
The part-exchange process was handled with such transparency and honesty that it gave us complete peace of mind. Every step was clearly explained, and we always felt informed and confident in the decisions we were making.
A truly special thank you to Georgia, Anna, Tom, and Joanna. Your kindness, professionalism, and willingness to go the extra mile meant so much to us. You were always approachable, responsive, and genuinely supportive, and that made all the difference.
We are incredibly proud of our beautiful new home and deeply grateful for the experience Pentland Homes has given us. We wouldn’t hesitate for a second to recommend them to anyone looking for not just a house, but a place to truly call home.
Saranyan · 16 March 2026 · Pentland Homes Kent
★★★★★ 2/5
GoogleOur initial sales experience was positive, and the build quality of the house is better and more premium compared to some other developers we viewed. However, from the point we paid our deposit onwards, the experience has been extremely disappointing.
Communication dropped off significantly during the build, with no regular updates. Along the way we selected our upgrades, only to receive an email weeks later saying some items were out of stock. That was another poor experience, especially when you are waiting for your new home to be built and expecting clarity and certainty.
Since moving in, the aftercare service has been shockingly poor. If you raise an issue, expect months of chasing emails to get anywhere. Nothing seems to progress unless you constantly follow it up with multiple emails and copy all of the directors in. It feels frustrating and exhausting just trying to get basic problems acknowledged and resolved when it should be perfect and working on the day you move in.
There were also things we were told during the sales process that have since been described as “specification,” despite never being clearly shown or explained to us at purchase. For example, the significant incline in the garden was not made clear. We have simply had to accept things that were not properly communicated upfront.
We have even had contractors digging up our front lawn without permission or proper notice. On another occasion, our visitor parked in a clearly marked visitor space and was told by a contractor they could not park there because the Managing Director was coming. That is completely unreasonable and unnecessary, just a few of the issues we’ve experienced. But very clear not enough parking on the site. Staff and contractors seem to park anywhere and also in visitors spaces.
When issues are finally acknowledged, you are often then told items have been ordered and will be dealt with in 7, 14 days, which only adds further delay and disappointment, even though you first raised it on the day you moved in.Which for some of our issues 3 months ago and only just sorted.
Overall, while the build quality may be better than some developers, the lack of aftercare, poor communication, and ongoing frustration have made this a very disappointing experience.
J · 16 March 2026 · Pentland Homes Kent
★★★★★ 4/5
GoogleOur overall experience with Pentland Homes has been very positive since moving into our home at The Fairways.
The build quality of the property is excellent and the on-site construction team have been outstanding. The sales staff were also extremely helpful throughout the purchasing process specifically Georgia and Tom.
We used Pentland’s part exchange scheme and found the offer made on our existing property to be very reasonable and close to market value, which ultimately made our move possible.
Since moving in, the site team have also been very responsive to snagging items and have addressed issues quickly. For example, there is currently a matter regarding overhanging trees from farmland behind our plot and Pentland have been receptive and proactive in looking into this.
However, one aspect of the process did leave us slightly disappointed.
As part of the part exchange arrangement, Pentland require buyers to enter into a licence to occupy arrangement. We were informed that Pentland had only undertaken a “valuers only” survey of our property, meaning that internal condition, wear and tear and minor defects were not assessed.
Despite this, after the licence to occupy period an informal inspection was carried out and we were asked to pay for wear and tear damage to freezer drawers.
The amount involved was small (£50), but the issue for us was the principle. If a full condition survey is not undertaken at the outset, it seems difficult to fairly assess minor wear and tear afterwards.
We ultimately paid the £50 simply to bring the matter to a close, as the remaining funds owed to us would not otherwise be released.
This was disappointing because the rest of the experience with Pentland has been very good. The homes themselves are built to a high standard and the on-site teams clearly take pride in their work.
Anyone considering purchasing at The Fairways should be reassured about the build quality and the helpfulness of the site staff. However, if using part exchange, I would recommend carefully reviewing the licence to occupy process and understanding how property condition may be assessed afterwards.
For that reason alone I can’t quite give 5 stars, but aside from this process issue our experience has been very positive.
Ryan · 16 March 2026 · Pentland Homes Kent
★★★★★ 1/5
FacebookOur roads have not been completed on our estate. Pentland left around 4 years ago. Spent so much money on a house for the road outside to be unfit to drive on. Multiple people have had damage to cars. Pentland will not give a date or answer if this will ever be sorted. Would not recommend.
Hadabsi · 6 March 2026 · Pentland Homes Lydden
★★★★★ 5/5
FacebookWe had a very positive experience at Pentland Home at poppy fields in Hawkinge, thanks to the excellent support from Joanna and the rest of the team. From the moment we arrived, they were welcoming, knowledgeable, and genuinely interested in helping us. We really appreciated Joanna with her patience and her help she gave us.
Melodie · 22 February 2026 · Pentland Homes Lydden
★★★★★ 5/5
GoogleWe’ve just moved into our first Pentland home at Poppy Fields, and we couldn’t be happier! We’ve always admired Pentland Homes for their exceptional standards, and our experience has certainly lived up to expectations. Joanna and Anna have been fantastic, always available to answer any queries and support us through the process. The customer service after our purchase has been excellent, promptly addressing any minor issues we’ve had. The builders still on site are respectful, polite, and a credit to the company. We’re so glad we made this move, thank you, Pentland, for giving us our perfect family home.
Hannah · 16 October 2025 · Pentland Homes Kent
★★★★★ 1/5
GoogleUnfortunately after purchasing our first home with Pentland it seems all sense of customer service disappeared from the on site sales staff once we moved in.
What we weren’t told when we brought our house was that the visitor space outside our houses would be used 7 days a week by the sales staff. Even after the majority of occupants along our road expressing the annoyance of not being able to park outside their own house or even have their visitors park there, we’ve been completely ignored and the staff continue to park there.
The homes are lovely but the customer service and general respect of the home owners lacks greatly.
Beth · 16 September 2025 · Pentland Homes Kent
★★★★★ 1/5
GoogleAbsolutely appalling behavior from Pentland Homes sales staff. They constantly block my sister’s visitor parking bays, making it difficult, and at times impossible, for me to visit her. These spaces are meant for guests, not for staff who can’t be bothered to park elsewhere. Every new resident has complained about this, and yet the issue has been brushed off and ignored. It shows total disregard for residents, their families, and basic respect. Shocking way to treat people in a new development.
Scarlett · 16 September 2025 · Pentland Homes Kent
★★★★★ 5/5
GoogleWe completed a few weeks ago and couldn't be happier. Anna and Joanna has been fantastic through the whole process.
Monika · 16 September 2025 · Pentland Homes Kent
★★★★★ 5/5
GoogleWe recently purchased our new home from Pentland Homes. The quality of the new build is excellent with a lot of attention to detail and any issues had, the customer support has been very good. Our Sales Advisor Joanna was phenomenal with …
Chloe · 16 August 2025 · Pentland Homes Kent
★★★★★ 5/5
GoogleWe have recently purchased and moved into our new Pentland home at PoppyfIelds. The whole experience has been phenomenal. Georgia, Joanna, Anna and Nicola, could not be more helpful and made the transition stress free and an absolute …
Melissa · 16 August 2025 · Pentland Homes Kent
★★★★★ 5/5
GoogleWe’ve just bought our first home at Fairways with Pentland Homes and couldn’t be happier with where we live! From start to finish, the whole team made the process completely stress-free and were always happy to answer any questions we had. As first-time buyers, this was so reassuring, and they kept us updated every step of the way.
A huge thank you to Georgia, Tom, Joanna, and Nicola, you were all amazing. Georgia and Tom are still onsite and continue to be on hand whenever we need anything. Our new home is absolutely stunning, with a beautiful high-quality finish that exceeded our expectations.
Since moving in, the customer service team has been fantastic, quick to respond and eager to help with anything. We honestly couldn’t fault our experience and would highly recommend buying from Pentland Homes.
Megan · 16 August 2025 · Pentland Homes Kent
★★★★★ 5/5
GoogleRecently purchased a house in Poppy fields. Moved in 2 weeks ago and I'm really impressed with the build quality of my new home and I haven't found a single snag. The estate itself is beautifully designed and a pleasure to live on. The …
Daniel · 16 July 2025 · Pentland Homes Kent
★★★★★ 5/5
GoogleWe recently purchased our new home with Pentland at the Fairways. We honestly could not be happier with the quality of the property, but also the service we have received from everyone at Pentland. The Sales Team, specifically Georgia and …
Ben · 16 July 2025 · Pentland Homes Kent
★★★★★ 5/5
GoogleRating only, no written review.
Ionel · 29 June 2025 · Pentland Homes Lydden
★★★★★ 5/5
GoogleWe cannot praise and thank Audrey at Terlingham gardens- Pentland homes for all her help and support with the purchase of our new home. She has gone above and beyond to help us and her communication was fantastic. She is an asset to …
Jayne · 16 April 2025 · Pentland Homes Kent
★★★★★ 5/5
GoogleFrom the very start of looking at the property in Poppyfields I was really impressed with the level of Customer Service. …
Lauren · 16 April 2025 · Pentland Homes Kent
★★★★★ 5/5
GoogleWe had the pleasure of dealing with Georgia Atkins at Pentland Homes during our journey to purchase a new home. Georgia was incredibly professional, attentive, and always ready to assist with any questions or concerns we had. Her knowledge …
Carlos · 16 April 2025 · Pentland Homes Kent
A review that appears on several offices' pages is shown once. We leave out reviews that name another agent.
