Tilia Homes Western Chard reviews

★★★★★ 1/5

Trustpilot

Buying a Tilia home was the worst decision of our lives.

Our Kier/Tilia Homes new build WORST nightmare. Our new born was HOSPITALALISED more than 3 times. Nose bleeds, breathing problems. Lack of weight gain. Just into first few days of builders attempt to resolve but one “snag” on the list resulted in our new born baby developing a VERY RARE CHRONIC nose infection two days after they started. It hindered her breathing, weight gain and overall development. The Doctor said she had NEVER seen anything like this in a baby so young. We mentioned that we were living amongst ongoing building work. So, the building works, exposed to plastering, drilling, building dust and air not being sufficiently clean to live in, that it was the most likely cause. Scary stuff. Nothing can explain the worry, stress and sheer fear Kier/Tilia have inflicted upon us.Not even an apology.And this is just the worst. Children scalded due to ridiculously hot water temperatures. Half a dozen 6 inch holes, metal sockets in the garden (from the advertising sign once was) that one of our children fell on and injured their ankle. Rude, insensitive and appalling customer service. Ignored calls, emails. Unfinished kitchen that they argued was not unfinished (missing kitchen units) just different to next door. It WAS unfinished and we lacked the storage we paid for for 7 months.Garden of rubble. When it came to looking outside to cheer ourselves up and plant some trees, a scrunched up “Kier” flag chucked and buried in our garden for flavour.It has been so so stressful, painful, tiresome and we are STILL going round in circles.One can tell Tilia Homes really don’t care. It’s all about the sell, once that’s completed, they really don’t care. I would avoid at all cost.(And, Tilia, please don’t send me one of your auto reply apologies just so it looks like you care, because we know (and I want to make sure that everyone else does too) that you really, definitely do NOT).Update: And, upon your auto reply request, I have sent our plot number, site and email. As expected, we have of course, heard absolutely nothing back, again.Update 2: Tilia, you are correct, Customer Service visited about 5 months ago. And STILL we suffer.It makes it all the MORE unbelievable that we are STILL waiting for outstanding jobs-issues in an incomplete, shoddy built Kier/Tilia new build house.STILL going round in circles. STILL our baby closely monitored since the infection.The point of this review is to make people AWARE of the situation we face. To give people a true idea of what Kier/Tilia really represents and so they know what they risk when they face dealing with you.Update 3: Other than the “look, we do care” auto reply for everyone to see, we have once again, heard nothing from you. Unbelievable.Update 4: As I said, yes, customer service came, they went and nothing has changed. NHBC are on their way next week.Update 5. NHBC came and agreed with EVERYTHING. It is a poorly built house.

CBF · 16 October 2021

★★★★★ 4/5

Trustpilot

Whitethorn Gardens Development…

Whitethorn Gardens Development Buckinghamshire -As a first time buyer the whole process has been pretty positive! We have now been living in are home for 4 months and we have had very little issues. The sales process was good, apart from delays with actually moving in (which is to be expected with a new build) everything was smooth and there was plenty communication with the sales office and solicitor they recommended. Once moving in any snags where sorted quickly and efficiently with no problems. Even thought our initial 8 weeks is up so we should sort any other problems through customer care the sales office and site manager are still more than happy to help with any issues or questions we have. All in all it's been a pleasant experience and we are really happy with our home. Hopefully the good service will continue for if we have any issues in the future.

Caroline · 11 October 2021

★★★★★ 1/5

Trustpilot

Avoid Kier/Tilia for the sake of yourself.

Worst decision to buy. NHBC have been out and agree with us.Kier, sorry Tilia would not accept the snags, faults, missing kitchen units, poor plastering, dangerous plumbing amongst many other issues. NHBC has viewed and agreed with us on everything. Tilia has received the reports done even still does not contact us. At least now we know the NHBC will be sure it is resolved.We intend to take Tilia to court. It has been a nightmare. Stress, sheer mental & physical health has gone severely poor. Tilia has been uncaring, uncooperative and rude. Their work, hazardous, poor, inadequate and unsafe practise. Avoid.

Mrs · 10 October 2021

★★★★★ 5/5

Trustpilot

New Build First Time Buyers

Myself and my partner have had a fantastic experience with Tilia Homes on the purchase of our first home! They made the process enjoyable and smooth. All requests were listened too and taken on board. We have now moved in and know that if we ever need them they are there to assist with any concerns we have. Overall we have very much felt looked after, they are extremely friendly and approachable, can’t recommend enough! Not to mention the house is BEAUTIFUL. THANKS TILIA HOMES

April · 7 October 2021

★★★★★ 1/5

Trustpilot

Costumer service is AWFUL!!!

Costumer service is AWFUL!!!phone is never answered, sat on hold for 3 hours, I have emails that get ignored. No response regarding the renovation of my completly unlevel garden which I've waited a year for to be repaired. The garden is that steep its not functional and it.floods when it rains, the poor quality turf put down has died and its a utter eye soar.A simple thing as keeping communication going with updates in terms of when this will be done is a disaster. The builders keep telling me itl take 1 week to do, yet a year in Kier/Tillia still have not given the go ahead to do. I guess since there not living with the issue they simply dont care. Its a total disgrace how customers are treated.

Stacey · 5 October 2021

★★★★★ 1/5

Trustpilot

Keir/tilia homes hengrove

Well what can I say.. I have been living in your urban quater hengrove home for nearly two years and neither you or kier have fixed any of the faults which have been there since we first moved in our house to this day. You rang me arranged to fix it in August just gone and said you will fix all that should been fixed back then and you have not done so, you didn't show up not even a phone call. Time you started taking care of your customers really.. To be honest had no clue you were even changing names or company? No letter or phone call nothing.

Amy · 5 October 2021

★★★★★ 1/5

Trustpilot

Not a 5 star builder! or even 1.

They are lovely when they sell you the house and hand it over - but if anything needs fixing after good luck! They have admitted they just delete emails, don't answer phones and no one ever comes back to you!I have been chasing 3 issues for over a year, was told the team leader would look into it and call me back - and still nothing. I'm trying to escalate but no one will answer so i can't.This is not customer service!

Laura · 1 October 2021

★★★★★ 5/5

Trustpilot

This review is for Rafal Buzuk.

This review is for Rafal Buzuk.He came today to sort some defects in my new house and did a really good job. Very helpful and polite. Thank you Rafal!

Hayley · 18 March 2022

★★★★★ 1/5

Trustpilot

DO NOT WASTE YOUR TIME OR MONEY.

Moved into my brand new kier home in October 2020 and within a month or so we had a leak in our ensuite. They came in and ripped most of it out. Finally sorted the leak about 3 months later. But we are now in September 2021 and I still do not have a functioning shower!! I have been on the phone multiple times. Multiple emails been sent with no reply. Complaints written And no reply! Legal action will have to be my next step! Do no waste your time and money on a company what doesn't care once you've moved in. Been on the phone for over 2 hours now 3 days in a row!I have already emailed the email being sent to everyone on here and no reply!

Stephanie · 22 September 2021

★★★★★ 5/5

Trustpilot

Good quality build and location

Good quality build and location. Alex from sales was really helpful and friendly. Kept us posted during the building stage by sending pictures. Upon completion, Darren the site manager was very helpful and took time to explain all the features in the house. Great guy! Had a few snagging issues and Darren immediately arranged for it to be fixed. Highly recommend Tilia homes as they made the process easier and care about their customers.

Augustus · 28 July 2022

★★★★★ 1/5

Trustpilot

Avoid! They used to be Kier Living and still have the same lack of communication, awful build quality and unacceptable aftercare.

Edit: after getting in contact with me as a result of this review, Tilia sent a someone to our home to discuss the outstanding issues. I felt positive about this but since the meeting they are very much business as usual… ignoring emails, phone calls and not getting in contact! Nothing changes! Customer aftercare has been horrendous. I have had to constantly chase them via email and multiple phone calls and still the snagging list has not been completed. Their communication with contractors is terrible and they regularly send the wrong information; meaning the job can not be completed properly. I have wasted days, weeks and months sitting at home waiting for jobs to be done, only for tradesmen to turn up with the wrong equipment, replacement parts or information, leading to them leaving and having to book in yet another day. The standard of building is poor, even the stairs had to be rebuilt. I have allowed additional time due to the pandemic but even now they are ignoring emails, assuring me they will book the final jobs if I manage to speak to someone directly on the phone but never actually doing it. I have complained several times over the years, but this has been ignored and no improvements made. They have rebranded themselves as Tilia but so far it is the same shockingly bad service.

Sarah · 15 September 2021

★★★★★ 5/5

Trustpilot

Urban Quarter Hengrove

Urban Quarter HengroveI bought my home 6 months ago and am extremely happy with the whole buying experience. I love my new home.Special thanks to Simon for a great welcome and customer service.

Jyoti · 6 July 2021

★★★★★ 1/5

Trustpilot

I have been trying to report a problem…

I have been trying to report a problem with damp for a week now. Customer services appears to have closed! I have been promised return calls that have not happened. Yesterday I was told customer services would be open today, today I have been told they will reopen on Monday. I cannot fault the site guys but not being able to report an issue with damp is unacceptable. The whole house now smells and to here are black stains on some walls. I asked the the lady on the switchboard who to contact and she just said she was sorry but she didn’t know. This is not good enough!!

Hilary · 9 September 2021

★★★★★ 1/5

Trustpilot

Tilia left us & our children homeless

We found what seemed to be our saving grace home with Tilia Homes following what can only be described as a nightmare experience with our first home. We were left with a very small time frame to find a somewhere due to being left homeless with 4 children to consider. Tilia Homes assured they would look after us and was very much aware of our position. We had paid a reservation deposit, picked out our flooring and tiles, had our mortgage offer through and been given a predicted completion date. We were all very excited about the house. A month before our completion date, we had a phone call from the sales rep we had been dealing with, to say that he had been told to cancel our reservation that day and with no further explanation. In a distressed state, I begged for a reason that they could not give us. Their solicitor and Tilia Homes complaints manager both continued to fob us of with "We confirm this is a business decision and no further explanation is needed" showing absolutely no empathy to a blind sighted, hardworking, now homeless family with young children. Tilia homes breached the reservation contract terms and did not have any remorse about doing so. The way Tilia homes have treated us is disgusting. They will not have a care in the world if they leave you and children homeless for no reason given. The mental and emotional distress they have caused is inconceivable. Please be really cautious and aware of your position before considering purchasing from Tilia homes.- 16/08/2021 - in response to your reply Tilia Homes, the home was not taken off of the Market, it was taken away from us. You gave us back our deposit, and covered the Solicitor bills (due to the process being almost complete). What about the cost of us now trying to find accommodation for us and our 4 children after being left homeless... our rent, our deposit... what about the extreme emotional cost you have made a family suffer? Please do NOT try to belittle the absolutely disgusting "business decision" you have made that has made children suffer. A deal was done, a contractual agreement on the price of the property. We adhered to our side of the agreement and you as a company did not. We were given no explanation of this "business decision" even after continuing to plead why. You fobbed us off and left us all homeless within a month of exchanging and completing with no where to live leaving a family of 6 homeless. Your "business decision" demonstrates exactly how you operate as a business hence why I would strongly recommend anybody to stay clear of Tilia Homes.

Katie · 16 August 2021

★★★★★ 4/5

Trustpilot

Been to three different New Home Sites…

Been to three different New Home Sites in their central region and staff very professional and helpful. The house styles are very good but sadly as with a lot of new homes now, there is a lack of parking for my family or a garage. Top marks for being super helpful but sadly for us not the right house styles.

Jack · 10 October 2023

★★★★★ 5/5

Trustpilot

Ensure you read all

What can I say 5 stars ain't enough for the fantastic service I received from Brett at Briarwood (plymouth). No matter time of day or on his day off always there to support, right from the beginning didn't rush the sale, Brett put the customer first. Even since we moved in still supporting with questions and getting things resolved. It was like this in the beginning then the tables soon changed issue after issue. just conducting bodge jobs to decieve us whilst it would cost them. With the I said 1 star due to the lack of care and noticing a lot of building defects so a word of warning ensure that you check everything fully in the beginning.

Adrian · 12 August 2021

★★★★★ 1/5

Trustpilot

If I could give 0 - I would!

Do you not reply to your emails? Escalated to your northern regional director who has fobbed us off. 10 working days has turned into 20 and still no reply. Shocking - would rate 0 if I could. These issues have been ongoing for 2 YEARS! I don’t want you to tell me to email you, please respond to our several complaint emails! This is our last time trying to contact you and will be seeking legal advice if this isn’t resolved by the end of this week

DD · 5 August 2021

★★★★★ 1/5

Trustpilot

Do not buy a house from these cowboys!

Do not buy a house from these cowboys!! stay as far away as possible!!! take your money and then use time wasting tactics to get rid of you and hope you'll get feed ups chasing them to put things right.6 weeks after we moved in and at last we managed to get our oven and fridge changed that didn't work properly, but thats all they have managed to do, still have a kitchen that is slowly falling apart, hardly any of the items on our snag list have been looked at, our back garden floods and has caused damage to the house, our front garden looks like its the start of a sink hole!! the list just gets bigger daily! and all there customer service want to do is email you once a week with false promises and time wasting!! YOU HAVE BEEN WARNED!!

Jason · 27 July 2021

★★★★★ 5/5

Trustpilot

Tilia saved the day

Tilia saved the day! After a very stressful sale of our property and almost missing the stamp duty deadline, Tilia stepped in to save the day. With the drive and determination of Sam we were able to change to part exchange ensuring we met the deadline. We part exchanged and completed on our purchase within one week, amazing work!We have had a few snagging issues mainly minor, unfortunately a couple of major which are being dealt with efficiently. The on site team and Mike are all friendly, helpful and considerate to the residents.

Les · 11 July 2021

★★★★★ 5/5

Trustpilot

Briarwood development

Briarwood developmentI moved into my first home in December, I have been completely blown away by the services provided by Brett and was kept updated all the way, he always went the extra mile on anything that he came across and was so easy to contact. I was also welcomed by Brett at the property with a hamper and given a full tour and tips/tricks for owning a new build. Since I moved in Brett has also cecked in on numerous occasions furthermore showing his commitment to outstanding services. I also had Ryan checking in and seeing how everything is and was sure to sort out any snagging or little bits that needed touching up. An amazing service, property and overall experience. Would highly recommend to any first time home buyers looking for a simple process into buying a property and one that is definitely top of the range when it comes to quality.

Kane · 4 July 2021

★★★★★ 5/5

Trustpilot

Love my new place!

Having just bought a home at the Kingsteignton site the handover couldn’t have gone more smoothly. This is mainly due to Anita in the sales office being super efficient and experienced and Guy who goes above and beyond for his new home owners. Little snags have been delt with quickly and my new home is looking and performing great! To conclude it has been a good experience with the on-site crew who really care about their homes and customers!

Haley · 7 July 2021

★★★★★ 5/5

Trustpilot

This is a review for Craig Cumper

This is a review for Craig Cumper, not Tilia. Craigs customer service was exceptional, his attention to detail in fixing the issues I had was second to none and his finish was exactly what we were after. There are still bits to finish but I will request it’s him that comes back to tidy up, he’s a real asset to Tilia and fully understands what customer service and high quality service are all about

Kailesh · 1 April 2022

★★★★★ 5/5

Trustpilot

Highly recommended service

Tilia homes are a pleasure to work with, they have provided a speedy sales service, very friendly team and always happy to help. The house is lovely and everything is to a high standard, they have responded quickly to any issues that were encountered. I would highly recommend Tilia Homes to a friend.

Joanne · 5 January 2024

★★★★★ 1/5

Trustpilot

Despairing. I have been in my new home almost nine…

I have been in my new home almost nine months and I am still having to sort out "snagging issues". Kier/Tilia Homes are disorganised, chaotic, uncaring and generally hopeless. They don't call you back and don't answer the points in your emails or letters. I had hoped that I would be sitting back, enjoying my new home by now, but I am still writing letters, emails and phoning them. I will never buy a new home again.

Alison · 21 July 2021