5/5
TrustpilotLooking 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.
Trusted Agent profile · Chester Le Street
Robertson Homes Chester Le Street reviews
★★★★★
434 reviews across 2 platforms
Bowes Gate Drive, Lambton Park, Chester Le Street, DH3 4DS
Robertson Homes's office in Chester Le Street, at Bowes Gate Drive, is rated 3.3 out of 5 across 434 reviews on two platforms, including 4 Google reviews rated 4.2.
Reviews
Every review we hold for the Chester Le Street office, from every platform, shown as written. First names only.
Trustpilot1/5
TrustpilotTrustpilot 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)
1/5
TrustpilotBreach 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.
1/5
TrustpilotLuxury 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!!
1/5
TrustpilotHonestly 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 !!!!
1/5
TrustpilotCustomer 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.
1/5
TrustpilotUnresolved 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.
3/5
GoogleStunning houses but way overpriced for living in burnmoor 😂 …
5/5
TrustpilotShow 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.
1/5
TrustpilotVery 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.
1/5
TrustpilotCalderwood - 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.
1/5
TrustpilotJust 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.
5/5
Trustpilot5 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
5/5
TrustpilotAbsolutely 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!
5/5
TrustpilotStaff 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.
1/5
TrustpilotI 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.
5/5
TrustpilotCalderwood- East Calder
Calderwood - East CalderHayley was excellent throughout our enquiry process and was always available to answer questions and give us the information needed. She was pleasant, polite and knowledgable and always welcoming. We have been looking for a new house for a while and Hayley's customer service really made a positive difference.
Agent replied · 11 June 2024
Hi Nick, Thank you very much for taking the time to leave us a kind review. We are delighted to hear about the service you received from Hayley. We really appreciate you taking the time to leave us a 5 star review.Many thanksThe Robertson Homes Team
1/5
TrustpilotA company that puts profits before…
A company that puts profits before anything else. Instead of chucking up houses, you should maybe complete the school that was due to open in 2 months. Telling us 3 weeks before the end of the school year just isn’t acceptable. Why not redeem yourselves and get it done and show you care about our children’s education. #dargavelPS
Agent replied · 11 June 2024
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
1/5
Trustpilot2 and a half years in there are still issues...
2 and a half years in there are still outstanding battles going on!NHBC were contacted by myself to double check the defects and snagging on the property in which they did, the list and a time scale of 3 months was then sent to Robertson for them to complete the work. The work was half completed again involving calls to people, workmen not turning up and the usual excuses from Robertson as to why these items were not addressed.Incidentally the snagging manager turned up with NHBC to inspect the work needing done, yet when you try to get someone out to look at the property and an issue they are not interested. He was asked politely to leave.NHBC were contacted once the deadline had passed and they paid out compensation for me to address the outstanding issues. While not ideal and having to chase my own workmen at least i can now get these items resolved.Along with this the consumer code were contacted regarding Robertsons lack of complaints policy and the lack of customer service. The adjudicator reviewed the case and agreed that Robertson didnt reply to complaints. This is still ongoing as Robertson fail to reply to them despite having a link to the consumer code on their site! Once robertson have your money its a battle to get your house to a standard it should have been in the first place! if you have issues with these builders send them letters of complaint and then raise the items with NHBC. Failure to respond to complaints you can then take this to the consumer code for a decision from them.
5/5
TrustpilotDargavel Village, Bishopton
We reserved our forever home back in May and are looking forward to getting our keys in 2 weeks time. Since we reserved we have had a first class service from Linda. She has made the whole process very easy and always has an answer to our many questions. I would certainly recommend Robertson Homes.
Agent replied · 11 June 2024
Hi Steven,Thanks for your 5 star review! We're delighted to hear about the first class service you have received from Linda. We wish you all the best with your move in a couple of weeks.Many thanksThe Robertson Homes team
5/5
TrustpilotSouthfield Grange
A huge thank-you to Gillian & Yasmin at Southfield Grange. Their customer service was 5 stars and their knowledge of the properties available was excellent. We are hoping we can find our perfect family home with Robertson’s and they have been so incredibly helpful- a real asset to the company!
Agent replied · 11 June 2024
Hi Alexandra,Thank you very much for taking the time to write a lovely review! We wish you the very best on your search and journey. Many thanksRobertson Homes
5/5
TrustpilotNew Roberstons Home Bowes Manor Burnopfield
We recently moved into a new Robertsons home at Bowes Manor Burnopfield. The aftersales care has been outstanding. As with all new homes there are snags, fortunately not too many in this instance, but these have been sorted very quickly & every effort has been made to ensure we are fully satisfied. Altogether a very good experience.
5/5
TrustpilotHamilton Heights
We've had a great experience at the Hamilton Heights site so far. We moved in May 2024, got a professional snagger and all snags have been sorted. The team (William & Russel) have been nothing but helpful, going above and beyond. Our home is an absolute dream!
4/5
TrustpilotAwaiting completion - Jackton
We are currently awaiting completion of our first (new build) family home @ Glenburn Manor.Diane has offered us fantastic support and guidance along the process, providing good insight particularly with the finishing specs on bathroom and kitchen.She is responsive and engaged, a real asset to RH.We hope our experience so far continues!
Agent replied · 11 June 2024
Hi Jordan, Thank you so much for leaving us a review! We are delighted to hear you have reserved at Glenburn Manor and currently awaiting completion of your first new build. It's so lovely to hear your feedback about Diane. We wish you all the best with your new home.Many thanksThe Robertson Homes team
Where the same review appears twice we show it once. We leave out reviews that name another agent or another of the brand's offices.
