Eccleston Homes Bolton reviews

Good afternoon MarkThank you for your recent 5* review regarding the service that you've received from our Sales Consultant, Phil. We'll pass your comments on.RegardsEccleston Homes

Hello Lorraine We hope that we you had a good weekend. Thank you for your recent review regarding the service that you received from Rosie. We're pleased that Rosie was able to assist and we'll pass your comments on. Kind regards Eccleston Homes

Good AfternoonWe hope that you're keeping safe and well.Thank you for your recent review regarding your experience at our Garrett Manor development. We'll pass these on to the sales team on site.RegardsEccleston Homes

Hello Thank you for your recent 4* review.We hope that you and you’re family are staying safe and well.We appreciate the comments that you have made and the fair nature of your review and we certainly do take account of all customer comments made. This includes any comments or ideas that customers make on our products and wherever possible we take account of these when designing and specifying new products and developments and we’re happy that you’re happy with the overall product and level of specification included as standard at Garrett Manor.We appreciate the comments regarding our site based team and we will certainly pass on your comments to them.With regards to any outstanding items on your property. We apologise for any oversight that has occurred regarding these and I believe that our Customer Care Administrator has made contact with you and arrangements are now in place to deal with these and we thank you for your patience.On the point regarding the information received from our Sales Consultant that you feel was incorrect, we’re unaware of this point. If you could provide us with some details we will certainly commit to investigating this further for you.We feel your frustration when it’s not possible to reserve a new home straight away, unless you are a first time buyer, non-dependant / cash purchaser, or have indeed accepted an offer on your existing property. We can confirm that this is a feature across the new homes industry and not something particular to Eccleston Homes. This is mainly due to the sometimes complicated nature of a home sale chain and the timescales involved and having surety that all parties can proceed. We could also potentially experience disappointment from other customers who are sold and would see that plots are being “held” by customers who have not yet sold their property and so essentially are unable to make any actual progress with the purchase. We do find that in the second hand market that most estate agents wouldn’t even allow a viewing of a property without being in a position to proceed. With regards to any completion dates that we communicate. You are indeed correct. The new homes industry do only work to “anticipated” dates, as by the nature of sector, these dates can sometimes unfortunately change. We do however, commit to providing our purchasers with three formal meaningful updates at three key construction milestones. From the Foundation to Roof Complete stage, we provided our anticipated Season of build completion, which provides for a three month build completion window. At Roof Complete stage we would then provide our purchasers with our anticipated Month of build completion. At Decoration stage, we then provide our purchasers with our anticipated date of the Legal Completion. This update is approximately four weeks prior to the legal completion date. Our contract provides for a 10 working day notice period and as soon as the property has been signed of by the NHBC and we have completed our inspection process, we set the formal completion wheels in motion.We understand that this is an exciting, but busy time and so our Sales Consultants are always on hand to provide any additional assistance, or advice that may be required.Due to the global and national situation over the past 18 months, we have found it increasingly difficult to be more specific on construction dates, due to some major supply chain, labour and transport issues, but we do work hard to try and mitigate any problems we encounter, as we understand that any delays to completions can be disappointing. Since your own property completed and on the back of customer feedback, we have also introduced a series of customer emails that provide further progress updates at various points of the journey. These emails are a range of construction progress updates and useful information and reminders at specific points of the journey and our feedback so far, is that customers find them very informative.We hope that you continue to enjoy your new home at Garrett Manor and that you are happy enough to have already recommended our product and development to other purchasers.RegardsEccleston Homes

Hello DawnThank you for your recent review and (edited) review.In response to your comments, as part of our membership of Trustpilot, we are perfectly entitled to request that our customers leave us reviews. In fact, Trustpilot actively encourage us to do so and they provide us with the necessary links that we send to customers for them to leave Invited Reviews. I can assure you that none of our reviews are from false customers, although we do acknowledge that some reviews are certainly dramatised for effect. We’re really disappointed that you have been unable to settle into your new home and we understand that you have recently placed your home onto the market, which resold immediately and so we’re pleased that the Garrett Manor development is also proving to be a great success in the re-sale market too and we really look forward to the new owners moving in very soon.With regards to your accusation of bad language, Eccleston Homes does not condone the use of bad language, or behaviour. If you are able to identify the sub-contractor personnel to us, we will certainly commit to speaking to the company involved. To add, we similarly will not tolerate the use of bad language, hostile, or abusive behaviour, towards any member of staff, or sub-contractor personnel, from any member of the public, customer, or indeed a homeowner.In reference to the rendering works that you are unhappy with, prior to legal completion, you requested that the NHBC attend the property to specifically look at the render works, prior to the property having the final inspection for legal completion. This specific inspection was undertaken, the works recommended were undertaken and the property subsequently received the NHBC final sign off and the full warranty came into effect. We agree that it is unfortunate when things do not go according to plan.As with all new homes, we recognise that our customers can sometimes have issues that do require our attention and this is why our homes are sold with the benefit of a comprehensive 10 year NHBC New Home Warranty, which provides the property and owner with several forms of cover and protection. The warranty includes:- Key Build Stage Inspections- Deposit Insurance Protection from Exchange of Contracts- Completion Inspection and sign off- Builder Warranty for the first 2 years following completion- Builder Insurance for the next 8 yearsIn addition, the NHBC warranty also provides for a dispute resolution service, should home owners disagree with any findings, or decisions that we have made regarding any reported items. A resolution notice from the NHBC is final and members are required to undertake any works found necessary. Therefore, in the event that home owners do have an issue, there is a clear and defined route to resolution by a professional expert body.This route of resolution has been outlined and discussed with you during a visit to you by our Construction Director.In addition, we are members of the Consumer Code for Homebuilders. Should customers feel that they need to raise an issue with the service that they have received from us, before, during, or after their purchase, customers can request an independent adjudication of the service and circumstances via Consumer Code, who will consider all the points of their experience and independently adjudicate on all matters. As members of the scheme we are bound to adhere to any findings. All purchasers are provided details of this scheme at the reservation stage of their purchase. However, we are happy to provide this information to you again.In conclusion, we wish you well with your house sale and we look forward to meeting the new neighbours.RegardsEccleston Homes

Hello JayneThank you for your recent 5* review and your positive comments regarding the service that you received at the development. We will certainly pass those comments on to Chris, Yvonne, Dawn and the on site construction team.We're really pleased that you're happy with your new home and we wish you continued happiness.RegardsEccleston Homes

Hello DanThank you for your recent Trustpilot reviewWe hope that you’re keeping safe and well.We’ve looked into the points that you have raised in your review and would comment as follows:When you reserved the property in July 2020 the property was at Foundation stage and so our timescales would have stated an anticipated Season. At that point we anticipated a Build Completion in Winter - (December, January, February) and both our Reservation Form and Reservation Letter stated this. The property was subsequently completed in mid-February and so we facilitated your legal completion to our original forecast. We also stated that we could be flexible for you on the actual legal completion date, if this was helpful. I believe that you required the completion to be within Half Term and so this turned out to be perfect timing.At Exchange of Contracts we also agreed a Back Stop date of the end of March 2021 and so we were well within that timeframe.We’re pleased that we were able to deliver the property to you on time and this was despite our staff and sub-contractor staff having to work through National Lockdowns and local Tier Restrictions, dealing with positive COVID results, illness, self-isolation and childcare issues, due to the lack of schooling. Unfortunately we are unable to conduct our construction business by working from home, or via Zoom.With regards to the issue you have raised regarding your rear garden. We can see that the details of the levels to your plot were discussed with you at our formal Reservation Confirmation meeting on 13 August 2020, when we discussed all the technical details and drawings in relation to your individual house type, your specific plot and the wider development. The engineering drawings confirmed that there would be a slight decline to your rear garden, away from your property. This is what was achieved on your property and so we can confirm that it was finished as per the approved drawings and to specification.Following works undertaken by your own landscape gardener, you reported an issue with your boundary fence and “gaps” underneath the fence. Upon inspection by us, it was discovered that the works undertaken by your own landscape gardener had compromised the fencing, due to the level being reduced around the fence posts, which exposed the supporting concrete. In addition, the landscaper had move soil and piled this up against the neighbouring garage, potentially causing an issue by breaching their damp proof course.During this process you stated that you had not been made aware of the levels to the plot. We subsequently reminded you of the Reservation Confirmation meeting of 13 August 2020 and the drawings that were discussed, including the Engineering drawing, which shows how the plot levels work. At this point you stated that you had been made aware at the meeting, but that you had not understood what had been explained.At the meeting and afterwards, had you the opportunity to express your lack of understanding and could have raised any queries you may have had. Formally, at any point prior to your exchange of contracts on 20.11.20, you could have raised any questions via our sales centre, or indeed via your Solicitor, as a pre contract enquiry. We can confirm that no such enquiry was raised. Informally, you also had the unique opportunity to raise any questions you may have had with our Development Engineer, who we believe is a longstanding acquaintance of the family. We understand that this did not happen. Had further clarification been requested we would have been happy to provide this.Despite the above situation, we agreed to rectify the problems created by your own landscape gardeners, at our expense.With regards to your derogatory comments regarding our Construction Director, we have to say that we totally disagree with your statement that he is “condescending and rude”. He is actually one of the most courteous and unassuming people you could care to meet.Following discussions with our Construction team, we can confirm that we have not ignored or refused to investigate or undertake any of the works that have been brought to our attention. Unfortunately we have been and continue to work in a challenging environment and under conditions which are beyond our reasonable control and we agree that on occasion, despite our best endeavours, arrangements made in good faith cannot be completed in the expected timescales. Supply chain, transport and labour issues continue to be a challenge across the sector. All works have been agreed and undertaken, where possible, to timescales that suit you the most, such as at Half Term. Our requirements to receive all reported issues via email, is a more efficient way to record all points and assists in logging all items raised on the plot record, as required by the NHBC.In relation to the point that you have raised regarding the render finish to your property, as you are aware, we have undertaken a review of the render and commissioned a report, the results of which are inconclusive. However, it does state that the product has been applied to British standards BS EN 13914-1;2016. Therefore, under the terms of the warranty we are not required to undertaken any remedial work. To move this along, our recommendation to you was that you take this issue to the NHBC and request that they adjudicate on this matter. This service forms part of your NHBC 10 Year Warranty.With reference to your comments regarding our social accounts. Our social media channels are our own to monitor and moderate as we wish.If we decide that a follower has overstepped the mark in relation to comments made on any of the channels, then we reserve the right to block them from those channels.These decisions are not taken lightly and where we feel that a follower, or indeed a customer has made a comment, or demonstrated behaviour, that is false, hostile, abusive, or derogatory in any way, either via one of our channels, or in their dealings with the company and our employees direct, we have and will take the decision to block them from our channels.Eccleston Homes will not tolerate such behaviour from any source and we are prepared to take the appropriate action where necessary.In conclusion, on several points you have incorrectly represented the actual situation regarding your experience and what has been discussed and, or agreed and so we hope that the above response clarifies these.RegardsEccleston Homes

Good MorningThank you for your review.We'll pass your comments on.Please do not hesitate to contact Martin if you need any further help or information.RegardsEccleston Homes

Good Morning KarenThank you for your recent 5* review.We love it when we receive Top Class comments from Top Class customers.We'll pass your comments on to Dawn.Have a good day.RegardsEccleston Homes

Hello HumayanIn response to your review and issue, there appears to have been a mix up with plot numbers / development name and postal addresses.The development marketing name was adopted by the Local Authority as the postal address. However, our plot numbers do not directly correlate to the postal address numbers. We and our purchasers work to plot numbers and development names and so when you have quoted your address we have looked at a different plot record, where the NHBC cover has already expired.We have received a copy of the NHBC document this morning, that you have sent to us via email and this confirms the correct plot number.We apologise for this mix up and a member of the Customer Care team has already responded to your email this morning.RegardsEccleston Homes

Hello AlexWe hope that you and your family are staying safe and keeping well.Thank you for your recent 5* review regarding the service that you have received from both Gerardine and Tony, we'll be sure to pass those comments on.We hope that you continue to enjoy your new Eccleston Home and please do not hesitate to contact us should you need us.RegardsEccleston Homes

Hello Siwon, we hope that you and your family you're staying safe and keeping well.Thank you for your review of our Silk Rose Place development in Macclesfield and your kind words regarding the service that you've received from our Sales Consultant and Site Manager, Amy and Rick. We'll pass these comments onto them.We're pleased that you're happy with your purchase and journey and hope that you'll be very happy in your new Eccleston home.RegardsEccleston Homes

Hello BárbaraWe hope you're staying safe and keeping well.Thank you so much for your review of our Garrett Manor development and the service that you have received from our Sales Consultants Chris and Yvonne.We're pleased that you've taken the time out to thank them and we'll be sure to pass your comments on.We'll certainly keep trying to provide the same service and we look forward to welcoming you into your new Eccleston Home soon.RegardsEccleston Homes

Good Morning MaryWe hope that you had a great weekend.Thank you for your review of the experience that you had with Martin, our Sales Consultant. We'll pass your comments on.RegardsEccleston Homes

Thank you for your recent 5* review.We're please that you're happy with your new home and we'll pass your comments on to the team.You know where we are if you need us.RegardsEccleston Homes

Good MorningThank you for your recent review and your comments regarding the serviced you received from our Sales Consultant, Yvonne. We're very pleased that you felt able to leave the review and we'll be sure to pass your comments on.Have a good day.RegardsEccleston Homes

Thank you for your review. We'll ensure that this is passed on to Amy.We're pleased that you've reserved a property with us at Silk Rose Place and we look forward to welcoming you into your new Eccleston Home

Good Morning RobbieThank you for taking the time to leave your 5* review regarding your recent visit to our developments.We'll certainly pass your comments on to Rosie and Anne.RegardsEccleston Homes

Hello Jodie and GeorgeWe hope you're both well.Thank you so much for this lovely review and your kind comments regarding the service you're receiving from both Chris and Dawn. We'll be sure to pass your comments on.We look forward to welcoming you into your new home soon.Regards from everyone at Eccleston Homes