Trusted Agent profile
★★★★★
490 reviews across 4 offices and 2 platforms
Robertson Homes has four offices, in Dunbar, Bilston, Billingham and Bournmoor. Together they have 490 reviews on two platforms, rated 3.3 out of 5 overall.
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Robertson Homes's four offices, most reviewed first. Each has its own page.
Newest first, from every platform, with the office each review is about. First names only.
1/5
TrustpilotAvoid buying from Robertson Homes
WE PRIDE OURSELVES ON OUR EXCEPTIONAL CUSTOMER CARESome statement from their website impossible to talk to anyone including the directors, emails just ignored. Worst customer service l have come across.
1/5
TrustpilotAftercase is nonexistent
Aftercase is nonexistent. No matter how many times you contact the site team or customer care you don’t get a response. You get more aftercare buying a hoover. After spending over 600k on a house they basically wash their hands of you. We have had literally nothing fixed. After one site manager being let go it turns out nothing was documented and we are starting from scratch again. The new site manager came in and promised better communication and 6 weeks in not as much of an email. So disappointing. We have been in the property 6 months and I cannot tell you how many time we have waited in on tradesmen and no one shows. Take all the reviews as a warning.
2/5
TrustpilotThe house is beautiful thank goodness, the after sales customer care terrible
The house is beautiful, the design and location fantastic. Great customer care once the house was reserved. Once we moved in however, getting the snag list sorted has been an absolute battle. I’m not sure why they make it so hard for themselves as all of us in our development are contacting them regularly to try and get things fixed ourselves.Surely it would be easier to just work through the list and get it done to save regular complaints?So disappointing.
1/5
TrustpilotA service that promises the world and…
UPDATE: That’s another 6 weeks being ignored by customer care…. Not a single reply or contact.UPDATE: Had the response below asking me to email my details including house plot and site... 5 weeks on from this and still nothing, not even a response to say the email was received after chasing again. Also still being ignored by customer service and senior management.A service that promises the world and delivers very little. Sales staff excellent, but once you are in and paid they don’t care about customer experience or the state of snagging. A year in and the experience has been a joke.
Hi Stephen,Thank you for your feedback. Could you please email your full name, plot number and development to homes.reviews@robertson.co.uk so we can pick this up with you directly?Kind regards,The Robertson Homes team
1/5
TrustpilotPoor
Only because I couldn’t give them no starsProblem with htg for 9 months. Room stat in the smallest room in the house, so hit 21c quick meaning rest of the house could not get to the correct temperature. Unless I put the stat to 26c the kitchen, garden room and bedrooms wouldn’t go above 19cThey kept palming me off ( they couldn’t be bothered) in the end I suggested putting the room stat the other side of the wall into the kitchen Because this was going to cost them very little they did this. The joke was, they said the problem of it being in the kitchen is when the cooker is on the extra heat might turn the stat off. I said I would rather have the stat off for half an hour rather than being useless for 24 hrsAnother issue was my rear door window popped ( shattered) this they said was not their problem and I had to contact the nhbc. After I made numerous phone calls to Robertson’s and speaking to people who just seemed to be robotic and then getting in touch with old man Robertson himself they agreed it wasn’t down to nhbc but still under guarantee from the window manafactuer. Eventually sorted. On top of this there were other issues. Moral of the story don’t buy a Robertson’s home unless you want grief
1/5
TrustpilotRobertson Homes are nothing short of…
Robertson Homes are nothing short of modern day Robin Hoods. Prior to completion, the house failed the CML due to an issue with the garden room. We were the first occupants on our site. With the amount of snags we had and some of the responses we got, we quickly realised that we were heading towards major problems.It then transpired that we had moved moved into the house six weeks earlier than we should have due to the fact that the site manager had to meet a financial target at the end of March.The woodwork, paint, and fittings can only be described as shoddy. Amongst a host of other things, the floor is cracked and a worktop has dropped but Robertson’s do not deem it necessary to respond to a formal complaint.My advice to any prospective buyer is to go to a reputable builder and steer clear of Robertson’s as you will be very disappointed with the end result.
1/5
TrustpilotMy sister has received very poor…
My sister has received very poor customer after care. Paid over £3000 extra for special doors to make the patio accessible after recent leg amputation. Arrangement is not fit for purpose. Garage door is dangerous. Falls down in even a moderate wind. Robertson Homes tried to wash their hands of it and refer her back to the garage door supplier but her contract is with them . Paid extra for getting turf laid on the lawn but a very poor job. Insufficient drainage and poor sub soil. Also paid extra to have wall in bathroom reinforced to take hand rail to help with her disability but it looks like they reinforced the wrong wall -!e the one most distant from the toilet.Customer care don't care
1/5
TrustpilotAbsolute horrendous.hundreds faults
Absolute horrendous,there are hundreds of snags still 2 years from moving in property since. No reimbursement for extras not received, damp and rusted goods, cracks, as many more major issues etc etc.....poor customer service....many employees have left due to the pressure of the employer, the way Robertson's are set up it cannot cope with the demand of the rectification works.......if focused more on quality and project management prior, then there would be less demand on diminished customer care....buring head in sand comes to mind with Robertsons. I would recommend David Wilson over Robertson homes anyway.
3/5
TrustpilotCan’t really argue with the comments on…
Can’t really argue with the comments on here. The sales process was smooth and handled very professionally. Linda is wonderful and follows through on everything she says she will do.The aftercare is shockingly bad. False promises and platitudes- snagging is a big issue when all you want to do is breathe out after the stress of moving. Who is in charge? That would be the first thing to clarify?! The after care program needs an overhaul. These houses are not cheap. People work hard to pay for them. If only each home was to the standard of the show homes you so love to bombard us with on social media.Update: in the last few weeks we have had the majority of our snagging addressed. Shout out to Alan who has been super diligent. We are grateful that you have cared enough to get stuff done.
4/5
GoogleRating only, no written review.
1/5
GoogleI found the older women in the sales hut to be very offensive.... she was only interested in have we sold ...what she didn't believe/know was we would still be able to buy without selling .....hey we have bought something even better... advice ...treat every client as the best, you don't know the real story
Hi Gillian, thanks for leaving a review with your feedback. Our Sales Manager would like to give you a call - please could send us an email with your phone number to homes.reviews@robertson.co.uk and we will be in touch? Many thanks, Robertson Homes
1/5
TrustpilotIf I could pick 0 stars I would
If I could pick 0 stars I would! The worst new home builder out there. Build a home with hundreds of issues and none of their customer service team reply to emails. Followed the formal complaint procedure and contacted the CEO and still get no response!
1/5
TrustpilotSlap dash finish, no attention to detail, no customer service
When we moved in we were advised all the windows were scratched and needed replaced. However Robertson employed a glass specialist to sand down the scratches. The guy started to do so in our living room with no mask or mechanical extraction equipment, saying the glass dust would just hang in the air and settle over the coming weeks but it was harmless. The latter is not true and we had a new born baby at the time. To this day 16 months later we’ve heard nothing from Robertson.In addition the bannister on the stair wasn’t fixed to the mortise post and I almost fell through it. A joiner was sent the following day and we were told that the screw he put in would be painted over. That didn’t happen.I also emailed customer care in November 2022 about several thing we only realised were snags or similar after talking to neighbours such as misalignment of plugs, a gap of about half an inch under the internal doors, ingress of cold air when all windows and doors are closed, the cooker extraction fan has been installed incorrectly, there’s a few other minor cosmetic things but the fact their customer services don’t respond aggravates thing.
5/5
GoogleRating only, no written review.
3/5
GoogleBuilding site roads dirty all day
1/5
TrustpilotWish I could give 0 stars
Wish I could give 0 stars. Snagging list as long as your arm and you need to constantly chase to get anything done. I’ve gave up on most stuff now and will repair myself. No such thing as aftercare when you buy a house from Robertson. Worst housebuilder about by far and have the cheek to ask you to give them 5 stars on NHBC questionnaire. From site manager to Director nothing short of a disgrace. Avoid at all costs.
1/5
TrustpilotDon’t. Just don’t
The recent reviews are not to be ignored. You will do so at your peril. The homes are poorly constructed and dreadfully finished. Leaks abound. Paint splatter everywhere. Missing fixtures and fittings. And don’t expect them fixed or repaired. Snagging issues are expected in a new build. But Robertson, from site agents to complaints mangers (Lisa Riley), simply ignore you. Absolutely pathetic service.House builder of the year? Who in their right mind would vote for them?Don’t waste your time or money.=======10/10/2022 update: You'll note that Robertson responded. That is all about managing the negative reviews. The issues have not been fixed.=======23/3/2023 update: 6 months on and despite some work being done, I be had no contact sine mid-January. Customer care is a misnomer. They have no care for customers.
Hi Malcolm, Thank you for your feedback. Could you please email your full name, plot number and development to homes.reviews@robertson.co.uk so we can pick this up with you directly?Kind regards,The Robertson Homes team
1/5
TrustpilotAvoid at all costs
Avoid at all costs. We bought our forever home in May 2021 and had the usual snags and discrepancies. However in the winter of that year we noticed one of our bedrooms was colder than any others. We logged this with Robertson Homes expecting them to come and asses...... we are still waiting! The room is now maintaining 12 degrees (with the radiators on full) and has to be sealed off to minimise its affect on the rest of the property. Numerous calls and emails to the customer care team, the manager of the customer care team, the managing director and the chief executive. Many false promises made in return and still no one has come to check the insulation or the windows! This bedroom should be my 2 year old daughters room. This is the largest of my issues with my property on top of doors dropping, creaking floors and cracked plaster. I have never ever known a company and 'customer care team,' to be so poor and still be in business. I only wish I had read these reviews before buying the property. I have had 2 other new build properties with other builders and never had more than a phone call/email exchange to have any minor issues resolved. These systemic issues with Robertson Homes seem to originate at the leadership/management team and filter downwards.
1/5
TrustpilotIf I could leave no stars I would
If I could leave no stars I would. DO NOT buy a Robertson home. We bought a new build to avoid the stress of renovations and repairs of an older home and it has been nothing but problems. We have lived in our house for a year now and 7 months has been with mould. That’s only the start of a very long list of problems (a front door that barely opens/closes, cold shower, rusted plugs, shoddily put together kitchen, squeaky floors ETC). Customer care do nothing. Since October 2022 we have sent over 50 emails and who knows how many failed phone calls. Emails are ignored. When you do get them on the phone eventually you are promised the world and nothing is ever followed up. It is a constant failing battle. Please if you are thinking about buying a Robertsons Home DONT. You will be left feeling stressed, deflated and full of regret.
1/5
TrustpilotDISGRACEFUL AFTERCARE
DISGRACEFUL AFTERCARECustomer service has been a disgrace since moving in, They have the cheek to constantly ask you to give them a 5-star rating for NHBC, yet they can't carry out the most basic of snagging tasks, it has been over a year and they have yet to clear off all issues raised on day one, and they constantly give you lip service and promise the world, however, they are not capable to deliver. It's at the stage where they no longer reply to emails and phone calls go unanswered. It's such a shame that Robertson's don’t care once you have purchased a house from them, as they do build a great house but with no aftercare. Albeit some of the snagging has been carried out, nearly every stage its been a disaster. Just no ability to carry out simple snagging jobs. It caused much stress, time, and now money as I am either having to incur legal costs or pay to have the work carried out. Would have been easier and less stressful to carry out a self-build.
1/5
TrustpilotNon Existent Aftercare
7 Months after moving into my home, water started to drip through a bedroom ceiling, which was traced back by Robertson Homes to the dormer window on the roof above. This seems to be a common fault, as I am not the first home in the Jackton Estate to have problems with water ingress from there. Fast forward 4 months to today, and no work has started to repair the fault, and along with the other reviewers that have posted recently, no one in Customer Care will now respond to emails or phone calls, despite saying that they would within 48 hours.The water damage on my ceiling has spread over these 4 months, and there are now various points in the ceiling where water will drip through if there is heavy rain.I was told as it was a leak, it would take priority, but this seems now to be a lie.Robertson Homes need to hold someone accountable for this farce, and stop putting profit over customer experience.
1/5
TrustpilotWHERE IS CUSTOMER CARE!!
WHERE IS CUSTOMER CARE!!! I have written 5 emails now over a 4 week period and getting absolutely no where. I didn't think it could get worse but it clearly has! Their automated response says 48 hours but this is clearly a lie! AWFUL!
1/5
TrustpilotDo Not Buy - Look elsewhere
DO NOT fall for their sales approach and early bird offering which sounds good - In reality it is a big TRAP so PLEASE buy from another reputed builder.We are only TWO months into our new house and once they have our money everything turned upside down!And we are not alone and people in the entire street regret buying from them!!PLEASE READ (if you happen to be unlucky and waiting for completion) --- they will try to convince you to handover the keys without a demo so they can hide their poor/unfinished/incorrect work!! - Demo is must and please carefully check your extras and finishings before you send your money to them.I am surprised they are still in business, they are a cowboy builder never mind 5 star.My friends have recently bought from Bellway/Cala/Miller and they are 10x times happy! with after sales.
1/5
TrustpilotTrustpilot appears to be the only route…
Trustpilot appears to be the only route to have your complaint aired, so here we go.We bought our house less than a year ago and it is suffering badly from poor workmanship.Our site manager has now relocated to a new site, his response to questions regarding our snagging list is ‘please speak to customer care’I have called Robertson Homes customer care on many occasions, left messages, calls are never returned, emails have not received a response.Robertson Homes claim that ‘For the first two years we take care of agreed remedial items, resolving any queries regarding your new home’ and that is fine - however they are clearly failing to support this claim.ANGRY - yes I am.Jeff Robertson (no relation)
A review that appears on several offices' pages is shown once. We leave out reviews that name another agent.
Dunbar has the most, with 460 reviews rated 3.3 out of 5, followed by Bilston with 455.
The four Robertson Homes offices, by town:
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