Trusted Agent profile · Billingham
★★★★★
437 reviews across 2 platforms
Burn Avenue, Wynyard, Billingham, TS22 5UP
Robertson Homes's office in Billingham, at Burn Avenue, is rated 3.3 out of 5 across 437 reviews on two platforms, including 9 Google reviews rated 3.7.
Every review we hold for the Billingham office, from every platform, shown as written. First names only.
1/5
TrustpilotShoddy workmanship
A massive roof tile just fell and there is no sign of a screw in place to secure the ridge end cap to the wooden joist!!! Shocking.Very glad nobody was hurt as the concrete tile is massive and quite heavy.Looks like their marketing team have newly discovered that they can turn off comments on their Facebook posts!! - Any potential NEW BUYERS just think why would they do that?
1/5
TrustpilotDo not believe any pre sale reviews of…
Do not believe any pre sale reviews of this company! The after sales care is terrible!! We have lived in our home for 18 months and have had so much stress trying to sort out our snags!We have been subjected to having photos by Robertson’s staff to try to get out of rectifying some of our issues, breaking GDPR/the law! They have planted (sorry dumped) hedging plants a month ago which are obviously now dying because they need water!! What a waste of money!!!
1/5
TrustpilotTerrible after sales service
Their aftersales service is absolutely appalling. We’ve been in the property 5 years this July and still have a huge amount on the snagging list. Had management out twice to view the house, both have reassured that things would be resolved. As soon as they get back to the office you are completely forgotten about. You can email and call them till you’re blue in the face. Emails get ignored. They never answer the phone, every call I’ve made has been diverted to voicemail and then the message ignored.
1/5
TrustpilotThere were lots of issues with our…
There were lots of issues with our property which would have been okay if customer care had been sufficient. They seem understaffed and under resourced. If not, they are incompetent.
1/5
TrustpilotCouldn’t give a toss once they have your money!
First of all: house is lovely. Snagging still outstanding since we moved in 15 months ago. Main concern is appalling customer service. We had a dispute about a strip of land. In September 2022, had a meeting with site manager who agreed need to address it and went away with various ideas re: screen planting etc. However never got back to us. When we chased it up (starting in mid November 2022), they have ignored all communication from us re: this, including from our lawyer who has written to them on several occasions. Interestingly, one of their new customer service people ‘reached out’ after we left a negative comment on Instagram - amazing the response you get when profits are threatened!! To her credit she looked into it, however, has returned the bad news that they are not willing to pay for the action that we have had to take to ensure that their lack of care does not compromise the security of our property. To be clear, this involves about 8 metres of fencing to partition our land and the side of our home from an open play area, which we had really just wanted them to do (or indeed do ANYTHING other than the nothing that they did).I am frankly disgusted: we had asked for nothing prior to this, and have sorted out a number of the snagging issues ourselves. It’s not even so much the refusal (I understand there are processes behind this), but the fact they ignored our various correspondence for 9 months! It makes me regret dropping just over half a million into their pocket in March 2022. I would recommend anyone planning to buy from Robertson Homes does so with caution: it seems like once they have your money they stop caring.
1/5
TrustpilotDo not purchase if you value customer care!!
We bought our home on Wynyard last September. we love the house, but the after care is no-existent.We don't know where to turn for help - the Customer Care e-mail states that they will be back in touch in 48 hours - my last request for assistance was sent two weeks ago - still waiting for any contact.When we were thinking about purchasing the property we noticed on Trustpilot that the after care was rubbish but we were advised by the sales staff that there had been an overhaul of operations - the North East now had it's own team and things would be better - we foolishly believed them.
1/5
TrustpilotI wish I had not bought a house from Robertson Homes
We have been in our property for almost two years and still have issues outstanding that were reported during the day 7 inspection. Communication from customer care is none existent, emails are not replied to and most attempts to call the customer care team go to voicemail, with hardly any call backs received; when I do manage to speak to someone (after leaving multiple voicemails), I get the standard apology and that they have staffing issues followed by assurances that they will look into it, surprisingly no further update is ever received.In summary, if I could go back in time and do this all again, it would not be with Robertson Homes!
5/5
Trustpilot5 star service at Dargavel Village
We have been in our new Robertson home for 6 weeks and love everything about it. Linda from the sales office has been absolutely wonderful throughout the whole process. She has been a helpful and friendly face from the start and kept us up to date with each stage. 5 star customer service from the Robertson team at Dargavel Village
Thanks for your review, great to hear you have had a good experience with us.All the best with your new home in Bishopton.Many Thanks,The Robertson Homes team
1/5
TrustpilotDisgraceful that with less than three…
Disgraceful that with less than three weeks before the end of term Robertson have done a complete u-turn and said the new school at Dargavel they are building will not be completed on time. Leaving hundreds of children in limbo. To lie for months that it would be ready is shocking when they have admitted they knew all along it would never be ready.
Dargavel Primary School is being delivered by Robertson Construction for BAE Systems who in turn are delivering for Renfrewshire Council.Robertson Homes and Robertson Construction have no contractual links. Robertson Homes has no obligation in the delivery of the new school.Robertson Construction has released the following statement.A spokesperson for Robertson said:“We have been working with our customer BAE Systems to deliver the new Dargavel Primary School for Renfrewshire Council. “Many of the local community have expressed frustration at the building not being available for the new school term in August and while we understand their frustration, we remain committed to delivering a high-quality school for the community.“The start of the project was delayed as a result of the March 2020 lock down instructed by government to protect the community and workforce from COVID. Since starting the project, we have been complying with stringent safe operating procedures which are in place to protect both the workforce and the community. This has resulted in a reduction of the number of people who can be on-site at any one time. Safety is our number one priority and as a result we cannot and will not compromise the health and wellbeing of our workforce or the communities we work in. “Due to the ongoing impact of the pandemic and the effect that this has had on our industry, coupled with our priority to keep the communities where we work and our workforce safe the school will not be handed over in August. “We appreciate the frustration of the local community and would like to assure them that we share their desire for a high-quality school which will enhance attainment and benefit the local community for years to come.“The date for opening the new Dargavel Primary School will be announced shortly.”ENDS
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.
5/5
TrustpilotLionfields was unbelievable- probably…
Lionfields was unbelievable- probably the best properties in the North East!
1/5
TrustpilotHonestly nearly 2 years down the line…
Honestly nearly 2 years down the line and it gets no better snags are rectified after constant pestering for over a year and are then rectified to an absolutely rubbish standard customer care don’t reply to emails no one answers the phone there houses have the best layout with the poorest quality build I have ever seen with a hefty price tag dont but under any circumstances and don’t be lured into a false sense of security
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
5/5
TrustpilotFinishing touches at the Jackton development
We recently completed our finishing touches/colour selections with Diane at the Jackton development. We are really happy with how everything went and with the customer service. We never felt rushed or that anything we asked for was too much trouble. Diane clearly cares a great deal about customers being happy with their finished home. Cant wait to see the end result.
Thanks for your review Aimee! Great to hear about your experience with Diane at Glenburn Manor.All the best in your new home.Many Thanks,The Robertson Homes team
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
TrustpilotNice site,area and designs however the…
Nice site,area and designs however the workmanship is shoddy,not snagged or checked and the after sales service is shocking. After Sales/Customer care does not exist! My recommendations to any potential buyers is log every finite detail or do not buy at all from this company! They are no where near from being a 5 star builder and definitely not an executive house builder!
Hi Jonathan,Thanks for your feedback. Sorry to hear about your experience, could you please email full details of your situation including the development name and plot number to homes.reviews@robertson.co.uk so we can pick this up with you directly?Kind regards,The Robertson Homes team
5/5
TrustpilotROBERTSON HOMES OPEN LAUNCH SHOW HOME…
ROBERTSON HOMES OPEN LAUNCH SHOW HOME LAMBTON. We were blown away with the design. 6 bedroom Stewart Garden Room what a house from the design to the interior furnishing is JUST AMAZING. The day is just fantastic DJ and gourmet food. ROBERTSON HOMES can put an event on for sureBut the house is a must see 5 star
5/5
TrustpilotWonderful experience
Wonderful experience. Such an amazing day thanks to Robertsons Homes
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.
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
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.
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