Robertson Homes Chester Le Street reviews

★★★★★ 1/5

Trustpilot

Calderwood disappointment

A week has last since my last post and despite visiting the marketing suite for help, chasing customer care, making contact through instagram, chasing Ashley Ann & Carpetronic (supplier used) leaving messages and emails I have zero response back from anybody at the business (MD, CEO, head of customer care)….. says it all. We have 100 plus items of snagging all identified by a professional snagger. A carpet that is so poorly fitted and pulling up around the edges that it’s embarrassing to have guests come round. Windows that are scratched beyond repairThe list goes on. This is what you get when purchasing a Robertson Home and staff that treat you with utter disgraced. Well done for providing a 5 star service.

Allan · 21 January 2023

★★★★★ 1/5

Trustpilot

Avoid!

After chasing Robertson Homes many times during my two year moving period, they have still not corrected our snag list. Time after time, we have been palmed off saying that their contractors would be in touch, months later and we still haven't heard a thing. These are by no means, small snags, this is anything from a hole in the roof, to a floor beam coming through the staircase wall! From a company that wishes to be a five star company, I would expect a lot more and not to be passed from pillar to post or simply just left.EDIT: Thank you for your reply. Sadly, we have emailed this address before back in October and no reply was received, which we find rude and unacceptable. However, we shall try one more time then seek further action if this is not resolved. All of our snags were reported within our 2 year settling period, yet we have lived here nearly 3 years. We know snags are part and parcel of a new build but it's extremely frustrating it has taken us to post publicly to receive a reply from Robertson's.

Customer · 9 January 2023

★★★★★ 5/5

Trustpilot

Sarah and Dan - Inverness Torvean

Sarah and Dan at the Inverness Torvean development were absolutely outstanding. They provided unwavering support and guidance from start to finish, answering every question we had and offering reassurance at every stage. Their kindness and genuinely personable approach made the entire experience feel even more special.

Emily · 20 December 2025

★★★★★ 1/5

Trustpilot

Robertson Calderwood - Aftersales Nightmare

We held off writing a review as we know buying a new build there comes with issues & snags and wanted to give a fair representation of the overall experience. The sales experience was fantastic and could not fault it at all, however the level of aftercare from Robertson is awful!!! The recent reviews on Trustpilot should not go unnoticed.We still have issues from the 7-day visit outstanding and have had no comms on how they will be address or when. Any new snags we have raised with customer care have yet to be acknowledged never mind actioned. When we have had a trade round to resolve, there is no follow up from site to verify the work was completed to a decent standard.We raised concerns about the decorative finish of our house and when the site manager came round, the response was that “We won’t be redecorating your house. It’s a painters finish not a decorative finish that you get in a new build”.Every window in the house is badly scratched. We have had someone round to attempt to resolve it over three visits but in some cases the windows are now in worse condition (smeared where the polish machine was used with scratches still visible). Robertson indicated that the glass might be "too soft" but again we have had no follow up. We know we are not alone on this site as others have indicated to us the same issue. The wool carpet we purchased through them had stains and was badly fitted (cut too short). A cleaning company attempted to remove the stains but it has made things worse as the carpet has now lost its texture and appearance due to the way that it was cleaned (wool carpet). Again, no mention of when this will resolved. Contract manager was around to visit the property at the beginning of November to listen to our concerns but we have had to continually chase for an update which we’ve yet to receive. We have emailed & phoned the head of customer care to ask for some help to try and get things moving but all we have had so far was a phone call yesterday (a month later) indicating that they would chase but that they were not aware of the situation. This is despite our repeated emails so we will see if anything is actually done.Robertson do not seem to care. They market premium homes with a luxury finish, but our experience is that it is a battle to get your home to the standard they market! This is such a shame because the product they offer really is fantastic but falls short and I think if they just listened to customers and were transparent with how they are managing any snags it would make a massive difference rather than the chaos we are having to put up with. We never went through any of this with Barratt with our previous new build and that was at the start of the first lockdown!Update: 21/12/2022 - Carpets have finally been resolved, however small issues with Amtico remain. Nobody from Robertson checked in to ensure that the work was complete. All other items have been left unresolved. Have chased the MD last night as still no plan in place on how things will improve. Head of customer care is totally disinterested and I’m left to chase for updates. Also had a leak in the garage last week from outside tap due to cold temps, although the leak has been isolated there has been no further comms on this! Another example of Robertson Homes at their very best.

Allan · 21 December 2022

★★★★★ 1/5

Trustpilot

I would rate my experience zero if I…

UPDATE I think you need to check as we were within warranty! Here we go with the gaslighting again form Robertsons UPDATE this was reported in warranty period, robertson’s response below is wrong. Robertosns Please can you review internally? We were told we had damaged the window ourselves, thanks I would rate my experience zero if I could. Our window spontaneously shattered, within two years, contacted Robertson’s who proceeds to blame us, whilst refusing to send anyone to inspect it. Left with a broken front window, in the cold and not secure with two small kids.Feel completely gaslighted and blamed, no access to our warranty and refusing to send a specialist to asses the window. Shocking customer service all round.Also have outstanding snags promised to be fixed, but no one turns up.

Samantha · 20 December 2022

★★★★★ 2/5

Trustpilot

Very poor handling of snagging and lack of communication/attempt to resolve

We’ve been very disappointed with the number of snagging issues, lack of communication and lack of progress from Robertson Homes. We have been in our home for over 9 months, but several outstanding issues remain, despite Robertsons accepting that all issues need to be resolved. We knew there would be some snagging issues, as with any new build, but have been disappointed in the number of issues, the lengthy delays in resolving these and the lack of communication. We have found weeks go by with no response to communication, and attempting to deal with matters via the complaints procedure has not resulted in any improvement. When we do receive a response, assurances are given that issues will be resolved, but then we hear nothing further. Some of the snagging has been dangerous, including unfinished electrical issues which resulted in engineers deeming the work required in our home unsafe until it had been resolved. Robertson Homes sales process was well managed, and it is interesting that it was at that time we were encouraged to leave a review (ie prior to or just after purchase of our home). Unfortunately we would not recommend purchasing a Robertson Home to family or friends.Update: I’ve emailed the homes review team as requested and will update again in due course.

Suzi · 5 December 2022

★★★★★ 1/5

Trustpilot

AVOID AVOID AVOID

UPDATED 11 Nov 2022:What a surprise - after entirely ignoring my review for 6 months Robertson reply to say it’s not their problem, exactly as I said they would in my original review below.Where to begin with the litany of broken promises, delays, appalling aftercare and poor workmanship? We moved into our Robertson property at Royal View, Leith in November 2021. The site comes under Living By Robertson, which is a direct arm of Robertson Homes. Their Customer Care auto-responses come from Robertson Homes and Robertson Homes insignia and company details is all over our email chains, however Robertson Homes pretend on Trustpilot that the two aren't connected in any way as a nuanced diversion tactic to avoid responsibility. I've seen it in their responses to many other reviews here and it's disgraceful. Our snagging list ran into the hundreds, most of which wasn't snagging at all but cowboy builders doing a bodge job. Many items on our list still haven't been addressed, some have had to be fixed more than once. The exterior of the site is still nowhere near finished and we've learned recently that Robertson hasn't got the right planning permission to install a proper boundary fence, nor is there any intention to get it. The site boundary is right next to a 24 hour supermarket car park and with the fence they plan to install at only 90cm tall (low enough a child could hop over it) we have no security or privacy. We basically live in an Asda car park - not the image we were sold in the renderings of enclosed private grounds with beautiful mature trees and hedges. We have had several instances of vandalism, and intravenous drug-taking on our grounds, not to mention Asda customers using our parking spaces with impunity despite the 1000+ spaces in their carpark next-door. Without proper fencing we're exposed to more of this antisocial and criminal behaviour. Homeowners concerns are dismissed or ignored - there is no attempt to engage with buyers in good faith. We've lost count of how many emails we've sent that go into the void. We've had 5 different site managers in six months, none of whom seem to understand how to organise workflow. They all arrive saying this site is their sole focus but in a better of weeks they're job-sharing at another location and then gone altogether, at which point the next person to take over says they have no record of any of your issues. Robertson's sole focus after completion is to exhaust the buyer so you just give up and Robertson don't have to eat into their profit by fixing their mistakes. I would estimate that 12 hours of my week, each and every week is taken up with trying to deal with Robertson - writing emails, making phone calls, compiling yet more snagging lists, liaising with our solicitor at cost, putting up temporary signage, chasing workmen... We have caught them in lie after lie, all calculated to produce sales, many of which we've been advised constitute fraud. If you value your sanity, do not buy a property from Robertson. They'll promise the moon until they've got your money then they couldn't care less.

KK · 11 November 2022

★★★★★ 1/5

Trustpilot

A company without integrity or quality, please avoid!

Update 11th of November 2022:Robertson Homes has replied to my post (finally) today with another lie. They are part of the same entity and group. Do not be fooled by their attempts to avoid responsibility. As the reply demonstrates, they do not care about the individual or helping. They demonstrate this because they’re reply doesn’t even ask how they can help OR takes action by connecting me further to who can (hint: it’s because it’s them). This all shows a glimpse of the massive amount of disrespect you’ll receive and the disgraceful people working for this company even more. It’s all the same company and every e-mail salutation, pieces of paperwork, and every employee who’s been on my home has told me the same. -End of update 11th of November.-As a new home owner in a flat by Living by Robertson I strongly recommend avoiding this developer and discourage purchasing a home from them. We are nearly 3 months into living in our new home and internally there are over 50+ items incomplete or so poorly done they need fixed. I’ve spent tens of hours of my personal time writing emails, following up, and adjusting my schedule short notice for conversations or people coming into our home and yet very few things have been fully completed. They spend most of their resources teaching employees how to avoid and blame rather than being responsible, accountable, and productive. At the point of sale, key things were never reviewed with us, intentionally left out of conversation, or lied about and we discovered these things after we moved in. Additionally, the communal areas still look like a construction zone with half painted walls and carpet not glued down, lights that never turn off, door entry systems that don’t work, just to name a few things. We also still don’t have a completed parking lot or bike storage and the lot was meant to be done October last year. Also, employees consistently mislead owners, lie to your face, and ignore emails completely so you’ll be left in the dark on the completion of any of your items. I’ve had to take off days of work due to the stress and anxiety of simply trying to get our home completed to the standard so vigorously marketed by Robertson. On such a note, they marketed a proper privacy fence around the property and are now doing a ‘bait and switch’, which is illegal, and not putting in a fence. Which not only leaves us exposed on a daily basis but affects property value and security and resident safety. I have extensive notes and documentation if anyone is interested and wants to learn more about our experience and things to look out for when buying their new home (from a different developer). Again, from what my partner and I and majority of the 40 owners have experienced, please do not purchase a home from Living by Robertson as the quality is no one where near what they advertise and you’ll be treated very poorly from the Managing Director to Site to Sales to Customer Care. Ultimately, we paid a significant sum of money for a product that was not delivered to us and have put so much effort into getting the issues resolved, and what we continue to experience from this company is a lack of communication, lack of integrity, lack of respect (for people and the environment as their site crews are VERY WASTEFUL), and lack of quality.

AP · 11 November 2022

★★★★★ 5/5

Trustpilot

Jenny from the sales team was great…

Jenny from the sales team was great with us today, making us feel very welcome and we enjoyed her taking us through the different possibilities available at the Shawfair site. Very helpful and friendly.

Wallicio · 21 March 2026

★★★★★ 5/5

Trustpilot

Hamilton Heights

The guys on our site at Hamilton Heights have been amazing. Nothing is too much for them. All the little problems when moving in were fixed straight away and nothing is too much trouble. Brett has been checking in on us regularly and making sure everything is ok. Absolute pleasure to deal with

Lisa · 29 September 2023

★★★★★ 1/5

Trustpilot

Horrible experience!

We are first buyers and were lured by their false promises of a dream home. They said they would be with us throughout the whole journey and hey, look, we are builders of the year, which we are very proud of... No idea how they got the title several years in a row, but their behaviour and actions are not those of builders of the year. As soon as we signed the contract, they didn't care about us anymore. We got sporadic updates, which were "Your moving date will be delayed... Again." We were supposed to move in in Oct/Nov 2021, which was pushed back further and further. We were given a lot of excuses, a lot of finger pointing, but never any solutions or compensations. Finally, in June 2022 we got to move in with a snagging list longer than my arm (defective windows, poor fittings, missing tiles in bathroom, a whole toilet that needed to be exchanged, loose carpet, missing splashback, etc.). Plus we have been noticing more and more things since we moved in, just to keep it exciting, I guess?! But not to worry, it'll all be fixed... One day? Who knows. Definitely nobody in charge. We keep sending mail after mail and once they actually get one thing done, another thing pops up. We started with a long snagging list when we moved in in June. It's August now. The list has grown (and that's with some items that have been fixed). The buildings' quality are horrendous, clearly rushed jobs despite the huge delays, and not a dream home. They are extremely nice until you have signed the contract and afterwards they vanish into thin air. Absolutely horrible company which turned the whole experience into an absolute nightmare. You'll have less hassle with a pre-owned home.

R · 20 August 2022

★★★★★ 5/5

Trustpilot

New site information and early bird reservation

After months of interest and phone calls regarding a new development, we finally reserved a dream home in a great location with Marie.Marie's approach has been open, honest, personal, patient and proactive. She has gone out of her way to keep us updated and her communication and care in what we have been looking to achieve is exemplar.Very excited and hoping the journey into the property and beyond can maintain the high standard she's set.

Helen · 21 February 2023

★★★★★ 1/5

Trustpilot

Really poor experience

Reserved an apartment via Robertson early in 2021 and we were given an approximate entry date of July/August/September. We understood that this could be delayed and we were informed only a week before that our flat would not be ready until January 2022. We had a call from Roberta, sales manager, who advised she would look into sorting out alternative accommodation for us as we had sold our flat and given notice on our rental. We held on as long as we could but Roberta then completely fell off the radar and stopped responding to any of our emails. Really shocking service. We must have emailed and called for Roberta 20+ times but never had any response. This put our sales rep Louise in a very uncomfortable position as she kept being informed by Roberta that the issue was 'resolved.' As a result, we had to book ourselves into last minute accommodation at considerable expense. This could have been avoided had we not been promised alternative accommodation. Something we were quite surprised they offered in the first place as we understand things can be delayed. When we moved in we had some fantastic service from the site manager Barry. But once he left things went dramatically down hill.We are sitting on a number of snags & defects that we have been reporting for over 6 months without any support. The 4 or so site managers we have had have all arranged appointments & we take time off work only for them to fail to show up. With each new site manager that arrives they inform us they have no record of any of our snags/defects and we start the process allover again.The communal areas are a mess and they have not delivered on a number of items that were promised during the sales process. A number of residents have collectively emailed site managers/sales managers and directors to report but all emails go unanswered.My recommendation would be to avoid Robertson & consider a more reputable builder when looking for your new home.

HG · 19 July 2022

★★★★★ 1/5

Trustpilot

Worst customer experience I’ve ever had

Beautiful home. Worst customer service experience I have ever received, made all the more stressful by the fact it’s the biggest purchase you ever make. Please note that most of the positive reviews on here are from the sales process, not from people who lived a while in their home. They have consistently missed their own deadlines, once the sales team are finished and you have committed your money there is very little communication at all about anything, constantly changing dates - including our moving in date shifting by 2 weeks having already confirmed it to us and us handing our notice in on the rented flat. We are disregarded as a customer despite them putting us in the awful position of building the house next door after we had moved in but not telling us at the time we reserved the plot. Not sure if you have lived right next door to a house being built but it’s no fun - I daily have to remove debris including cigarette butts, nails, glass, cable ties, tools out of my garden. After much debate we were promised the build next door would be complete by end of May 22. At time of writing at end of June it is nowhere near complete. The level of customer care is negligible and communication even less. Perhaps customers buying later in the development fare better but I know for sure I would never buy from Robertson homes again.

Amanda · 29 June 2022

★★★★★ 1/5

Trustpilot

Day light Robbery at Robertson group / home taken…

Robbery Robertson group / home taken the Micky or £140 fees, For in house safety critical medical certificate Worked with Robertson homes with multiple agencies Dundee hilltown Perth high school stAndrews dalwhinnie and more. Robertson are the only company in Scotland asking for £140 charge. Morgan sindall do it free, miller homes are free drug and alcohol tests on every site. Getting 2 or 3 job offers a week for Telehandler / 360 excavator work from multiple agencies as they can’t fill the job so passing on to other agencies. I phoned Dundee & Stirling offices to say I won’t work for you with £140 fee charges. Robertson group just keep phoning other agencies hoping to find a mug that pays £140. While pulling the pants down to take advantage of workers, bad enough that £25 A week that cis self employed workers get charged to email out a a payslip from umbrella companies. All that’s happening is the next new agency phones me with the same job. I am registered with about 40 agencies. You would be better training you labourer to drive plant and pay for training & expensive cpcs cards rather than pestering me for Telehandler & 360 excavator jobs through agencies. Go find yourselves a mug somewhere else working for peanuts so you can pay more to management What’s next charging for ppe soap & toilet paper.

Ian · 21 September 2024

★★★★★ 1/5

Trustpilot

Misled, let down and left in a sub-par house

Lied to about visits from tradesmen, meaning I’d often take time off work for visits that were never organised in the first place. Left with multiple issues from snagging. House finish incredibly poorly. Property is embarrassing. Do not buy a Robertson home if you can avoid it.

Christopher · 6 December 2023

★★★★★ 5/5

Trustpilot

From start to finish the process with…

From start to finish the process with Robertson’s has been faultless. The communication from Diane in particular has has been great. I felt Diane got to know us and then helped guide us through the process of securing the plot and then designing it with the kitchen choices and upgrade to best suit us. She genuinely had our best interests at heart and at no point was there a hard sell which we have heard multiple people have to deal with when buying from other builders.The design and finish of Robertson’s homes is what attracted us to the company, but it’s the organisation, communication and staff working for them that would make me recommend them to anyone who is lucky enough to secure one of their homes.

Anton · 14 June 2022

★★★★★ 5/5

Trustpilot

Calderwood Sales Experience

This is our third new build in 6 years and so far our experience with Robertson homes at Calderwood had been positive.Kim in sales is a very sociable presence in the office and had been highly accommodating. Namely when using the online options tool we discovered it unfit for purpose, missing many options and not giving confidence that it had worked. So she went through all of our options face to face. The preferred option when you're spending thousands.The sheet selection of options was great, having been limited severely with previous developers.The visit with site management was great too. Usually this has been done by sales in our experience. But much better to go through it with the builder on site and make that initial contact.Overall positive sales experience and hoping for the sane with regards to quality and after care.As a note it would be good if turf was thrown in for free after spending 'x' amount on options.

Thomas · 9 June 2022

★★★★★ 5/5

Trustpilot

Sessay Grange - excellent buying experience

Nothing but a positive experience from Robertson Homes. From the moment we visited the site and subsequently decided to buy a house, communication and customer service has been excellent. Special mention for Dawn, Chris and Steve, all of whom have made the process extremely smooth.The only slight issue has been the availability and reliability of sub-contractors which have, on the odd occasion, delayed certain work being done. However, this is out of the control of Chris/Steve who work extremely hard to address any issues that residents may have.

John · 30 May 2022

★★★★★ 5/5

Trustpilot

Robertson Home - Nunthorpe

We bought a Robertson home in Nunthorpe. Our experience has been great. From the start Dawn from the sales team has been wonderful, she's answered all our questions quickly and helped us in the sale of our old property, her knowledge and experience was priceless to have at hand. The building team Chris, Steve and Tom (and many others!) have also been wonderful. We have a Guimard style property and it is a perfect family home. Other than a few minor hitches the house has been outstanding. All the appliances are great you get AEG as standard which is fantastic.We got the flooring and carpets installed by Robertson as well and they are pristine.The rooms are light, bright and huge. We were able to choose the kitchen and bathroom interior and the finished product is lovely. With a fantastic standard on tiling.The team have come round and sorted every snag on our list very quickly. We only had minor problems such as marks on the exterior render and doorbell not working. Most issues were fixed the same day as our walk round a week after we moved in.We have been in only three weeks and are just awaiting the windows contractor hired by Robertson to fix some issues.The team can not do enough to help they are easy to talk to and very approachable.We would highly recommend a Robertson Home.

Elle · 26 May 2022

★★★★★ 1/5

Trustpilot

One year since my last review…

One year since my last review and after 2 years 2 months since i moved into the property my snagging is still outstanding.I have written several letters of complaint to Lisa Riley head of customer care which have all been ignored. A letter to the managing director which was also ignored. I have gone to Lawyers and a plan was put together to get all the snagging complete over a 3 week period. Two contractors turned up, i sat in waiting for contractors to turn up and nobody arrived and no notice was given.Went back to the lawyers and the only resolution was to take Robertson to court.NHBC contacted again and a report as drawn up in December 2021 giving Robertson to end of May 2022 to complete the works. To date this has not been completed.Emails sent to John Cairey and Lisa Riley again, asking for response to complaints and an update on the work? some 10 days later zero response.This company will not respond to complaints, they are not interested once they have your money and they will drag out everything until you loose patience and give up.

Allan · 25 April 2022

★★★★★ 5/5

Trustpilot

5* Showhome Lambton Park

The Robertson show home at Lambton Park was incredible! Live DJ who was amazing, land rovers showing you around the estate, the home was incredible! the decor was fantastic! 10/10 for service also!

Beth · 10 August 2024

★★★★★ 4/5

Trustpilot

Our Dargavel Village Alexander Home

After having a terrible time looking at the property market and trying to buy our first home locally in Inverclyde, we resorted to trying something different.Linda & Yasmin @ Dargavel Village in Bishopton, had the expertise to guide us towards the perfect first home. The process from designing the kitchen and bathroom to filling in all the paperwork was made seamless.We have now been living in the property 3 weeks. We had a snagging list of about 30 items which took some time to get going to resolve them (nothing on Linda/Yasmins part). After some much needed pestering this was resolved .Overall we have thoroughly enjoyed the process and our home is exactly how we hoped it would be & cant thank the team enough.Kind Regards,Craig & Rhea.

Craig · 1 April 2022

★★★★★ 3/5

Trustpilot

Great sales experience / terrible snagging

**UPDATE**Whilst the sales experience was great.... the after-sales experience has been pretty terrible - with the vast majority of snagging still to be addressed (including several significant items) and little-to-no communication from Robertsons and their contractors. Would definitely make me think twice before recommending Robertsons quite so positively to a friend.** ORIGINAL**We were initially attracted to Kilmardinny Gait by the location and the prospect of a fixed-price property in a buoyant housing market. But what really sold it to us, and what we hadn’t expected, was the quality and layout of the homes on offer, and the sales support of Diane our sales agent.Nothing was too much trouble for Diane throughout the entire sales process - on hand 24-7 (it felt like!) with first-class communication and pragmatic advice throughout - she was a fantastic support throughout the entire experience

Doug · 28 March 2022