Robertson Homes estate agents in Dunbar, Bilston, Billingham and 1 more

★★★★★ 5/5

Trustpilot

New site information and early bird reservation

After months of interest and phone calls regarding a new development, we finally reserved a dream home in a great location with Marie.Marie's approach has been open, honest, personal, patient and proactive. She has gone out of her way to keep us updated and her communication and care in what we have been looking to achieve is exemplar.Very excited and hoping the journey into the property and beyond can maintain the high standard she's set.

Helen · 21 February 2023 · Robertson Homes Bournmoor

★★★★★ 1/5

Trustpilot

Breach of contract

I am disgusted to say that I am now having to take to Trustpilot as it seems to be the only way to get a response from Robertson's.I have sent numerous emails to the erroneously named Customer Care, including an attempt to raise a formal complaint, all of which have gone ignored.Robertson's - if you bother to read this review, you are in breach of your contract with me as your customer. Your are in breach of your customer code, your company ethos and also your complaints procedure.And if you respond to this review, please don't ask me to send you another email, all the information you need is within the multitude of emails I have already sent you.

Kate · 15 February 2023 · Robertson Homes Bournmoor

★★★★★ 1/5

Trustpilot

Luxury home! I think not!

Luxury home!! I don’t really think so!!Maybe change that company mottoI Purchased a Robertson home in October 2021! At first all snags reported started to get fixed. But then all of a sudden nothing!! No response to emails even from higher management! Always false promises and lies. Some of my outstanding issues are from handover day! The customer service department ignore emails and phone calls and when they eventually respond it’s the same lies Time and time again then they try to blame faults on shrinkage when clearly it hasn’t been installed correctly! We have inferior products on our property compared to other houses on the development! Draughty windows, paint on all door hinges, broken gas meter cover, concrete floors that required grinding down to allow flooring to adhere correctly, uneven front garden turf, damaged kitchen doors, the list is endless! All I would like is for some response! Fix all your faults and then I won’t have to deal with the incompetence anymore!! Customer care department is the worst I have ever experienced and truly disgusting for a company this size!!

Chris · 3 February 2023 · Robertson Homes Bournmoor

★★★★★ 1/5

Trustpilot

Robertsons customer service is zero

Robertsons customer service is zero. They only deserve several stars for their design. Zero for customer service. This is for 2023 since December 2021.I have been in my Robertsons home for approximately 14 months. Despite repeated requests for snagging to be carried out, the response is either - they ignore the emails, or we are looking into it - 14months on ? Really!! Waiting for the ok from last November for some work that has been on the list repeatedly since day 1.I was recently informed that because I did not report faulty workmanship within 48 hours, it is no longer Robertsons fault. This particular issue is, extremely scratched windows - which Robertsons obviously thought they could get away with - eventually they had workmen buffer out many of my windows. However, I did not see on a wet dark afternoon, that a large opaque area in the centre of the glass in a downstairs room has remained.Robertsons have had repeated emails from me, copied to Directors about all of my snagging work including this and no responses are received. I could list the number of times I have resent these emails, but won't waste my time. Maybe they mean 480 hours, days or even possibly years.What a shame I cannot post a picture on here, I doubt if any of the Directors or customer care staff would accept this opacity.Urgent on emails rarely has any response either!!If the Directors will not take responsibility then this just whittles down to their staff too - all in denial.

Miss · 3 February 2023 · Robertson Homes Billingham

★★★★★ 1/5

Trustpilot

Honestly please do not buy from this…

Honestly please do not buy from this company we should never ever have moved in to our home in the state it was in false promises, lies, shoddy workmanship the list goes on even the repairs are done to poor standards and they state it’s to spec ! plastic surgeon works to bath already coming of and looking awful! months to even reply to emails half of the time and no urgency to resolve anything at all please don’t even look at one of there homes I would sell it back to them if I could !!!! Standard Robertson respond but you have a beautiful home honestly robertsons I do not !!!! And neither do the majority of your customers !!!!

Samantha · 1 February 2023 · Robertson Homes Bournmoor

★★★★★ 1/5

Trustpilot

Customer care after sale is non existent.

We are a year into moving into our house and still have snagging issues unresolved that we’re reported on the first week. Robertson seem to have issues with all their suppliers and blaming them for jobs not been completed, not turning up and not responding to them with dates. Every time I call customer service I am told that they can not transfer calls, and will get a call back. Call backs never happen! Emails are supposed to be responded to within 48hours. If do get a response only answer some of my queries and then don’t reply again to follow up emails. Have placed multiple complaints in with the builders and took 3 months for their head of customer service to contact me. I was then promised that things would improve. About 2 or 3 jobs got sorted that week and we are now back to original poor service.My last email was responded to telling me several jobs have been completed which have not been and are now ignoring my emails after two follow up requests over the last week. I today contacted the tiler directly for one of my outstanding snagging items to be told he had not advised Robertson the work was completed and had no idea we were given a date in January for him to return and complete the work.We have a cracked window since moving in which the contractor has turned up 4 times now with the wrong size window and all communication between them and Robertson has broken down so we have not had a visit or any progress for over 6 months now.We have contact NHBC as no progress is been made. Robertson need a complete overhaul of their concept and implementation of customer service. I am yet to speak to a neighbour who has a different opinion.

Katie · 1 February 2023 · Robertson Homes Bournmoor

★★★★★ 1/5

Trustpilot

Unresolved window issues

Unfortunately, I've gone from an initially good experience (where snags were sorted) to a poor one. The company now isn't responding in a proactive manner to the window issues that have plagued my property. I can see from other reviews on here this is a theme. I'm 7 months in, tens and tens of emails and phone calls in to management, executives and customer services with both contractor and developer to no avail. I have had to chase the contractor myself who must have attended +6 times with wrong parts, wrong size sashes, wrong personnel for the job. The remaining issues revolve around windows catching on some of the frames and others leak air in. As such when there's a breeze there's a cold draft, they're just not weatherproof. Like others i've also had scratches on a fair few windows. These have been polished several times only to change the issue from a scratch to now a discolored area. I've also had issues with window vents howling/whistling which no one could resolve, so I've just blocked them up! Given the lack of response from developer and contractor on these remaining issues, it's now with NHBC.

Chris · 1 February 2023 · Robertson Homes Bournmoor

★★★★★ 1/5

Trustpilot

Wynyard Estate

The agent at Robertsons Homes on the Wynyard Estate has handled all of our questions in a very professional manner. He has been considerate in dealing with our situation when our initial sale fell through and gave clear guidance as to how long our reserved plot would be held for.Additional items that we would want to be fitted were not available due to the build progress, however, I understand that they can be purchased at a later dater fitting - this is a shame as it would have been easier for the workmen to instal items when they are still working on the property.We have yet to move into our home to rate the quality, but so far we consider the build and fittings to be of a good quality.We are very much looking forward to moving in to our new home.However once they sell you the house they could not be bothered at all.

Miss · 1 February 2023 · Robertson Homes Bournmoor

★★★★★ 1/5

Trustpilot

Avoid! Disgraceful quality and customer care

We strongly caution against buying a Robertson Home. We completed about 12 months ago and still have an entire kitchen to be replaced with no end in sight. Absolutely everything (big and small) has to be proactively chased by home owners and the customer care team - including those who manage this team - are incompetent and are letting the business down badly. Based on our observations over the last 12 months, our assessment is that: 1. Site management failed to instruct contractors and suppliers to rectify defects that were obvious prior to the completion date (minor snags are accepted, however pages and pages of issues are not). 2. Robertson are at the mercy of its contractors and suppliers who act as though the tail wags the dog when booking jobs. This is made worse by the fact that Robertson "step out" of the communication loop once they have handed the snag to the contractor or supplier despite our contract to purchase the house being with Robertson and not contractor or supplier.Robertsons' kitchen supplier - Ashley Ann - have been particularly disgraceful. Over the past 12 months, they have removed almost every door in our kitchen in order to replace these with the correct colour and remove deep scratches. On each occasion, they have returned to our house with the wrong style, size and/or wrong colour. As the doors apparently take 12 weeks to manufacture (hand paint), the delays to rectify these issues are huge and still ongoing. To make matters worse, Ashley Ann's level of communication is on par with Robertsons' and they don't bother to confirm whenever there has been a production issue or some other delay. They have no shame in telling you an approximate delivery date and then exceeding this by over a month without any prior warning or explanation. Despite complaining of this to Robertson, they have failed to make any impact with their supplier to improve performance and expedite the remedial work.3. The customer care team for Scotland West are not technically qualified. They are booking work with contractors but do not know how to sequence or plan remedial works that require more than one trade. This results in wasted time whenever, for example, a trade attends when he is not yet needed or he does not appear when is.My husband and I have over 45 years' combined experience in the construction sector (both residential and major commercial projects) and have purchased new build homes in the past. Our experience with Robertson as a residential house builder is, by far, the worst in terms of quality and after care - the latter being non-existent.UPDATE: Robertson and Ashley Ann have still to complete our snag list (23 Jan 2023). The 2 year snag period will lapse in April 2023. When sending emails, the auto reply says they aim to reply within 48 hours. In reality, several weeks pass each time. Utter rubbish! Buyer beware.

D · 23 January 2023 · Robertson Homes Bournmoor

★★★★★ 1/5

Trustpilot

Calderwood disappointment

A week has last since my last post and despite visiting the marketing suite for help, chasing customer care, making contact through instagram, chasing Ashley Ann & Carpetronic (supplier used) leaving messages and emails I have zero response back from anybody at the business (MD, CEO, head of customer care)….. says it all. We have 100 plus items of snagging all identified by a professional snagger. A carpet that is so poorly fitted and pulling up around the edges that it’s embarrassing to have guests come round. Windows that are scratched beyond repairThe list goes on. This is what you get when purchasing a Robertson Home and staff that treat you with utter disgraced. Well done for providing a 5 star service.

Allan · 21 January 2023 · Robertson Homes Bournmoor

★★★★★ 1/5

Trustpilot

Very very poor after sales service

Very very poor after sales service. Have been waiting two years now for snagging list to be completed and no snags at all would have been sorted without constant chasing. Issue during bank holiday at Christmas with central heating, unable to get hold of Robertson on emergency number and also no response to emails…still. Ended up paying for a local gas engineer to sort or we would still be without heating (he knew what the problem was over the phone….not his first visit to our estate) Love our house but after sales care has been a huge disappointment.

Betty · 20 January 2023 · Robertson Homes Bournmoor

★★★★★ 1/5

Trustpilot

Calderwood - Cowboy Builder

Been trying since the summer 2022 to get items resolved and no progress has been made, false promises and apology emails but nothing has actually progressed. Customer care is in free fall and the site team have not been in touch in months and we still have items from the 7 day visit outstanding. Advice do not buy a house from Robertson Homes we have 100+ issues that have been highlighted by a professional snagger. I assume they will reach out and say give details so they can make contact but from what I have been told this is to save their public image and they have no intention of actually fixing things. They are not even close to being a 5-star builder.

DL · 17 January 2023 · Robertson Homes Bournmoor

★★★★★ 1/5

Trustpilot

Just Awful - Calderwood

I have had zero luck trying to get issues resolved with Robertson Homes, it's excuse after excuse and still left with no update and a long list of snagging to be resolved. I have contacted the CEO, MD and the head of customer care to try and move things forward and nothing has came to fruition, just emails back apologising but no action. I really hope that potential customers read this and think twice about buying a Robertson homes as the don't deserve the custom, they don't care about you once they have your money and you are left with a snagging list of 100+ items.Next step is to contact the NHBC.

Allan · 16 January 2023 · Robertson Homes Bournmoor

★★★★★ 1/5

Trustpilot

Little more than thieves

Do NOT buy from this company!!!!We have a 6 year old Robertson house with a roof that leaks like sieve, looks like it was built by the cast of the muppets on a Friday afternoon.Water penetrating 3 upstairs room including a child’s bedroom and a wooden roof structure soaking and mouldy.Biggest mistake you will ever make, just don’t.

Derek · 14 January 2023 · Robertson Homes Bournmoor

★★★★★ 1/5

Trustpilot

Avoid!

After chasing Robertson Homes many times during my two year moving period, they have still not corrected our snag list. Time after time, we have been palmed off saying that their contractors would be in touch, months later and we still haven't heard a thing. These are by no means, small snags, this is anything from a hole in the roof, to a floor beam coming through the staircase wall! From a company that wishes to be a five star company, I would expect a lot more and not to be passed from pillar to post or simply just left.EDIT: Thank you for your reply. Sadly, we have emailed this address before back in October and no reply was received, which we find rude and unacceptable. However, we shall try one more time then seek further action if this is not resolved. All of our snags were reported within our 2 year settling period, yet we have lived here nearly 3 years. We know snags are part and parcel of a new build but it's extremely frustrating it has taken us to post publicly to receive a reply from Robertson's.

Customer · 9 January 2023 · Robertson Homes Bournmoor

★★★★★ 5/5

Trustpilot

House Purchase

We recently bought our house over Christmas with Robertsons. The most stressful time to move, however we had Marie looking after us the entire way. She was brilliant, stayed in contact every step of the way. Even went out of her way on her days off. She went above and beyond at all times and we can't thank her enough.

Rebecca · 2 January 2023 · Robertson Homes Bournmoor

★★★★★ 5/5

Trustpilot

Beautiful new home

We have been living in our beautiful new home on Wynyard Estate for around 8 weeks now. As expected with any new build there have been problems, but they are being resolved with the help of Dawn and Steve.I have found Dawn very caring and supportive; she has been extremely helpful before, during and since our move.Steve is very approachable; he has been proactive in trying to contact contractors etc to work through our snagging list.Thank you for looking after us so far and I look forward to hopefully getting outstanding issues/snags resolved quickly, in the new year.

Sarah · 27 December 2022 · Robertson Homes Bournmoor

★★★★★ 5/5

Trustpilot

Handover and snagging

Steve was great throughout the handover and snagging period.Easy to approach and happy to help.Always checking that works were done and I was satisfied.

Anthony · 22 December 2022 · Robertson Homes Bournmoor

★★★★★ 1/5

Trustpilot

Robertson Calderwood - Aftersales Nightmare

We held off writing a review as we know buying a new build there comes with issues & snags and wanted to give a fair representation of the overall experience. The sales experience was fantastic and could not fault it at all, however the level of aftercare from Robertson is awful!!! The recent reviews on Trustpilot should not go unnoticed.We still have issues from the 7-day visit outstanding and have had no comms on how they will be address or when. Any new snags we have raised with customer care have yet to be acknowledged never mind actioned. When we have had a trade round to resolve, there is no follow up from site to verify the work was completed to a decent standard.We raised concerns about the decorative finish of our house and when the site manager came round, the response was that “We won’t be redecorating your house. It’s a painters finish not a decorative finish that you get in a new build”.Every window in the house is badly scratched. We have had someone round to attempt to resolve it over three visits but in some cases the windows are now in worse condition (smeared where the polish machine was used with scratches still visible). Robertson indicated that the glass might be "too soft" but again we have had no follow up. We know we are not alone on this site as others have indicated to us the same issue. The wool carpet we purchased through them had stains and was badly fitted (cut too short). A cleaning company attempted to remove the stains but it has made things worse as the carpet has now lost its texture and appearance due to the way that it was cleaned (wool carpet). Again, no mention of when this will resolved. Contract manager was around to visit the property at the beginning of November to listen to our concerns but we have had to continually chase for an update which we’ve yet to receive. We have emailed & phoned the head of customer care to ask for some help to try and get things moving but all we have had so far was a phone call yesterday (a month later) indicating that they would chase but that they were not aware of the situation. This is despite our repeated emails so we will see if anything is actually done.Robertson do not seem to care. They market premium homes with a luxury finish, but our experience is that it is a battle to get your home to the standard they market! This is such a shame because the product they offer really is fantastic but falls short and I think if they just listened to customers and were transparent with how they are managing any snags it would make a massive difference rather than the chaos we are having to put up with. We never went through any of this with Barratt with our previous new build and that was at the start of the first lockdown!Update: 21/12/2022 - Carpets have finally been resolved, however small issues with Amtico remain. Nobody from Robertson checked in to ensure that the work was complete. All other items have been left unresolved. Have chased the MD last night as still no plan in place on how things will improve. Head of customer care is totally disinterested and I’m left to chase for updates. Also had a leak in the garage last week from outside tap due to cold temps, although the leak has been isolated there has been no further comms on this! Another example of Robertson Homes at their very best.

Allan · 21 December 2022 · Robertson Homes Bournmoor

★★★★★ 1/5

Trustpilot

I would rate my experience zero if I…

UPDATE I think you need to check as we were within warranty! Here we go with the gaslighting again form Robertsons UPDATE this was reported in warranty period, robertson’s response below is wrong. Robertosns Please can you review internally? We were told we had damaged the window ourselves, thanks I would rate my experience zero if I could. Our window spontaneously shattered, within two years, contacted Robertson’s who proceeds to blame us, whilst refusing to send anyone to inspect it. Left with a broken front window, in the cold and not secure with two small kids.Feel completely gaslighted and blamed, no access to our warranty and refusing to send a specialist to asses the window. Shocking customer service all round.Also have outstanding snags promised to be fixed, but no one turns up.

Samantha · 20 December 2022 · Robertson Homes Bournmoor

★★★★★ 5/5

Trustpilot

New home on Wynyard Estate…

We have recently completed on our new Robertson home at Wynyard Estate and throughout the whole process we had fantastic support from Dawn and for the home demo with Mike and Steve as well!

DAVID · 20 December 2022 · Robertson Homes Bournmoor

★★★★★ 5/5

Trustpilot

Top marks for client care!

Rating only, no written review.

Jean · 16 December 2022 · Robertson Homes Bournmoor

★★★★★ 1/5

Trustpilot

Customer service pathetic

Full of promises when you move in.impossible to talk to Danielle in customer care either on the phone to someone else or in a meeting never returns calls.Email on numerous occasions no reply total waste of time.

STUART · 9 December 2022 · Robertson Homes Bournmoor

★★★★★ 1/5

Trustpilot

I HAVE HAD A LEAK IN MY ROOF SINCE 6…

I HAVE HAD A LEAK IN MY ROOF SINCE 6 SEPTEMBER TO WHICH ROBERTSONS HAVE STOPPED REPLYING TO MY EMAILS ASKING WHEN IT WILL BE FIXED. I HAVE HAD SCAFFOLDING ON MY ROOF FOR WEEKS AND NOT ONE PERSON HAS STEPPED FOOT ON IT. COULD SOMEONE PLEASE RESPOND????? WHAT WILL IT TAKE FOR ROBERTSONS TO RESPOND????PS PLEASE DO NOT SAY THIS IS BEING HANDLED AND SOMEONE HAS BEEN IN TOUCH LIKE YOU HAVE TO PREVIOUS REVIEWS BECAUSE THEY HAVE NOT.

Rachael · 6 December 2022 · Robertson Homes Bournmoor