Robertson Homes Bilston reviews

★★★★★ 1/5

Trustpilot

Slap 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.

Nick · 27 March 2023

★★★★★ 1/5

Trustpilot

Wish 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.

Gareth · 24 March 2023

★★★★★ 1/5

Trustpilot

Avoid 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.

Jade · 20 March 2023

★★★★★ 1/5

Trustpilot

If 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.

Morvern · 17 March 2023

★★★★★ 1/5

Trustpilot

DISGRACEFUL 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.

Jordan · 17 March 2023

★★★★★ 1/5

Trustpilot

Non 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.

Gav · 13 March 2023

★★★★★ 1/5

Trustpilot

Please don't buy from this company…

Please don't buy from this company absolutely appalling products with zero aftercare and constant moving of goal posts to suit themselves a photo speaks a thousands words and I have hundreds of them to prove just how bad it was moving into our dream home if i could i would give zero stars !

Samantha · 27 July 2022

★★★★★ 5/5

Trustpilot

Looking at new house at Bowes Manor in…

Looking at new house at Bowes Manor in Burnopfied. Beautiful houses and the service from Dawn and Marie is first class and I'd highly recommend paying them a visit.

Steven · 5 June 2023

★★★★★ 1/5

Trustpilot

Trustpilot 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)

Ursie · 24 February 2023

★★★★★ 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

★★★★★ 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

★★★★★ 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

★★★★★ 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

★★★★★ 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

★★★★★ 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

★★★★★ 1/5

Trustpilot

In our new Robertsons house for 2 and a…

In our new Robertsons house for 2 and a half years now.Still waiting on a repair which contractors did the week before we moved in.Phone calls to customer care are never returned we have to chase up every time still no joy.Messages left with Andy Dodds still no replies absolute disgrace they state their customer care is outstanding haha

STUART · 21 June 2024

★★★★★ 5/5

Trustpilot

Show Home Opening

This is the best show home I have ever seen, the attention to detail throughout this build is exceptional.You can see why Robertson homes are a 5 star builder in the north east of England, you can also see a lot of hard work has been put into this product by the whole NE Robertson team.

Daniel · 10 August 2024

★★★★★ 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

★★★★★ 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

★★★★★ 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

★★★★★ 5/5

Trustpilot

5 star service

We moved into our new apartment in dargavel bishopton 3 weeks ago we have been very impressed with the quality of the build and the high quality kitchen ,bathrooms etc .The sales team have been very welcoming and professional.Could we give a special 5 star review to our site manager William Mc Laren who could not be any nicer and more professional,nothing is too much trouble he is a great representative of your company

Mrs · 13 July 2023

★★★★★ 5/5

Trustpilot

Absolutely fabulous show home

Absolutely fabulous show home - very well thought out design and great use of space. Rooms are all very spacious and the interiors are inspiring! Excellent service from the sales team and a lovely afternoon Open Day with great refreshments! These homes are located in Lambton Castle grounds and offer privacy. Excellent value for money!

Angela · 10 August 2024

★★★★★ 5/5

Trustpilot

Staff cannot do enough to help

Marie and the rest of the Staff at robertsons homes, bowes manor Newcastle could not do enough to helpus complete on our house sale/ purchase , we ran on schedule and the move into our forever home was made stress free.The standard of fixtures and fittings in a Robertson home is excellent and would highly recommend them to any of my friends or family.

Nathalie · 19 February 2024

★★★★★ 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