Trusted Agent profile · Derby
★★★★★
843 reviews across 1 platform
Liversage Street, Derby, DE1 2LH
Lovell's office in Derby, at Liversage Street, is rated 4.1 out of 5 across 843 reviews on 1 platform.
Every review we hold for the Derby office, from every platform, shown as written. First names only.
5/5
TrustpilotVery friendly sales team
Very friendly sales team. Jeff was excellent at explaining things and subsequent questions were all answered swiftly making the buying process simple, easy and straightforward!Thanks Amanda for the video, very helpful!Thanks Jeff.
Thank you so much for your lovely review. i have passed your thanks on to the team, and they are delighted. Many Thanks Lovell Homes Team
1/5
TrustpilotLovell avoid fixing snags.
Service was excellent up until the point of moving in. That's when it all went downhill. They are very slow to address snags and some snags are point blank ignored. Their contractor damaged my worktop within the first 2 weeks of me moving in and now 9 months later it has still not been fixed despite countless emails and phone calls to customer services. When I pointed out damaged tiles I was told they don't have them anymore (despite lovell advertising them in their showroom), and I suspect summer will be long gone before they finally fix my garden. I get the impression that they are only willing to fix cheap snags and try to avoid fixing the expensive ones. The site manager is a nice chap but he is clearly busy with completing houses, Lovell should have a separate system for addressing snags. No customer should have to constantly chase for snags to be fixed, it is awkward and frustrating. Worst builder we have ever experienced in terms of snags.
Hello Charlotte,We are sorry to hear about the issues you are having. Please feel assured we have taken your comments seriously and have passed this on to our Customer Service team. Someone should be in contact today.Kind RegardsLovell Homes
5/5
TrustpilotProperty is just what I’m looking for…
Property is just what I’m looking for and your wonderful staff member Olivia has been so helpful and friendly , and has explained everything clearly and showing us plans of my future home 😊
Hello,Thank you for your review, we are happy you have received great service from Olivia, we will ensure your comments are passed on to her and the team.Kindest RegardsLovell Homes
5/5
TrustpilotIt's great that Lovells still building bungalows!!
I would just like to state that we are delighted with our bungalow and it is great that Lovells are still continuing to build bungalows because as I found out when looking to buy a newly built bungalow very few house builders seem to be building them within a housing development. We have been here for over 5 months and we are delighted with the setup. Of course when moving into a newly built property you are going to find snags, but Lovells have a system in place where any issues are reported a 'case number' is raised and is usually dealt with within 2 or 3 weels unless awaiting parts delivery.If you are looking to buy a property or a bungalow then I would recommend you take a look at Lovells.
Thank you for your 5* review of William's Park in Wymondham Keith & Kate. It's so lovely to hear that you are delighted with your new home! We have passed your comments on directly to the team in East Anglia.The Lovell Team
5/5
TrustpilotThe Colliery house
Friendly staff in the sales office who were happy to answer our queries and questions. We were able to view the property on several occasions to make sure that this was the right house for us and also to measure up for existing and new furniture. Looked at the plans whilst in the property that gave greater relevance for the information. We feel confident that David will make our move as smooth as possible and his experience in selling houses is a fantastic help as we have not moved house for the last 20 years and things have changed!
Hello Julie,Thank you for your review, we are happy David was a to help you with your buying process and made things easy for you. We will pass on your review to him and the team.Kind RegardsLovell Homes
5/5
TrustpilotVery professional and helpful
Very professional and helpful. We are relocating from the South to Yorkshire to be near our daughter and it’s going to be a huge change but Caroline at The site office at Blossomfields has been very kind and has answered all our questions.
Hi Jane, Thank you for your lovely review, I will make sure to pass your kind comments onto Caroline. We wish you all the best with the move and hope you enjoy your new home with us. Thank you again, Lovell Homes.
5/5
TrustpilotI’ve had an excellent initial…
I’ve had an excellent initial experience. David Clissett was super informative about everything I needed to know.
Dear Sonia, many thanks for taking the time to share your experience at our Wild Walk development. David will be delighted with the feedback which I will pass over to him today. Have a lovely day, Lovell Midlands
1/5
TrustpilotLovell - not reputable, not responsible and not recommended!
Roof has been the source of 2 NHBC claims. Finally stripped off completely in March 2020 and properly replaced by a local builder, this time with the roofing felt extended across the top of the ridge to prevent water ingress (basic building standards?). The claim for my walls has run alongside the claim for the roof but has never been resolved because Lovell won't admit to poor design/construction/lack of coping stones on top of the walls to throw off water which has left them saturated and crumbling. Independent report I commissioned (cost £400) was in depth and cited poor building standards and design. Lovell refused to acknowledge until I took to social media. Then I got a phone call, then a visit, then an email to say they still wouldn't accept any responsibility with the parting shot asking me to 'refrain from any more targeted accusations on social media'. Nothing targeted, just a true reflection of my experience. Interestingly, in my research, I discovered that the Technical Building standards for the NHBC have been completely modified regarding the design of the walls in question and, in their own report, it cites that this is due to 'defects' and 'claims' and 'saturation' - all the things I've been saying all backed up by the independent report - yet Lovell refuse to put it right. A multi-million pound company who are happy to ask me to stop posting anything negative on social media but refuse to put right what is now a crumbling wall still not out of the NHBC 'guarantee'. I'm self-employed and if I delivered that kind of work/service, I'd have been out of work 15 years ago! Why aren't they?
5/5
TrustpilotGood customer service
Thank you Prashant. We are glad to hear you received good customer service.
1/5
TrustpilotAnother review as I’m still going round in circles.
Woodlark Chase - Another review as I’m still going round in circles with Lovell regarding our out of plumb wall. We have been lied to for over a year by the site team and manager that the wall was fine and “won’t go anywhere”. After a year of arguing we finally had someone come out to “asses” the wall and they agreed it was out and needed rectifying. Then silence for months. Other issues also reported including air vents covered by turf, rocks and rubble have still yet to be rectified. Speaking to customer care is like pulling teeth as they just talk around the issue, and nobody will tell me when our brickwork is going to be fixed. I have now involved my local councillors, MP, and contacted local newspapers as I am sick to death of how awful the customer care has been. We’ve now been asked for more photos? I hate to moan on public forums but we have no other options currently.I’d steer clear of the last available house on the development, or make sure it’s thoroughly inspected before buying.
Hi Jordan, I'm sorry to hear about your experience and will investigate this with our customer care team and come back to you with a resolution shortly. Lovell Homes Team
5/5
TrustpilotJordan decorator
Jordan the decorator Williams park….. more like hero can’t fault his workmanship and abilities. He’s such a friendly and polite guy, he made me feel so comfortable having him in my home. A true credit to Lovell. If I was to need any decoration work in the future i will be asking for Jordan again! Thanks
Thank you for taking the time to leave such a lovely 5* review for the work which was carried out on your home in East Anglia, by Jordan.We are so pleased to read all of your comments on the service which you received from our team and the quality of work carried out. We have passed your comments on directly to Jordan and to our customer care team in the region, who we know will be really happy to read them. Thank you again, we hope that you are very happy in your new Lovell home.The Lovell Team
5/5
TrustpilotNew owner
Overall experience is excellent and I am happy with the on site customer service,especially Brian the site manager.He’s very helpful and I I commend him for that.
Hello Michael,Thank you for your lovely review, we are happy that the team were able to help as much as they can to ensure he had a great experience.We will pass on your comments to the teamKindest RegardsLovell Homes
3/5
Trustpilot[Resolved] No respect the 14-day cooling off period!
At the beginning, when we were looking for an apartment, every thing was smooth and the staff were helpful. We ended reserving a flat with Lovell on 4th of Feb in 345 Park Place. During the cooling off period, we cancelled the reservation and requested the refund to be processed (which we have legal entitlement for according to the reservation terms and conditions) as we cancelled within the 14 days.It's been over a 45 days now with multiple back and forth. The company is very unresponsive and they keep saying that "they are looking into it".--UPDATE (moved the rating from 1 star to 3 stars)After writing the review, they did get in touch with and resolved the problem very quickly. I have received the refund. Thanks for the help in resolving this.
Yahia, I would like to apologise for the delay and will contact you directly to discuss. Lovell
1/5
TrustpilotBeware
My son moved in to this property it obviously hadn't been passed off and was not up to building regulations no hand rail on stairs , couldn’t have passed air test as 2” gap under back door , walls moved not been screwed down . The lads left on site and in the site office are trying there best to sweep up the mess left behind and are taking most of the flack some of it from me for which I apologise the aim of this review is to point out that those at the top are the problem. This sort of treatment wants bringing up in parliament the building companies are atrocious and getting away with murder and that all the true appalling reviews get pushed to the end look at all reviews before proceeding with this company .
Thank you for providing us with further information so we can investigate the mater for you. Kind regardsLovell Homes
5/5
TrustpilotLloyd is very informative attentive
Lloyd is very informative attentive, lot of patience, very thorough with his job and also very knowledgeable and helpful. We are very happy with our experience with Lloyd.
Thank you very much for your 5 star review! I have passed your positive comments onto Lloyd and the team at Locke Gardens.
5/5
TrustpilotExcellent service from patient staff
We recently purchased a house from Lovell with the help of sales executive Jade. With impressive patience and delligence, she answered our endless questions in detail despite her busy work. She showed great understanding of our concerns by sharing the experience from other buyers and how they dealt with their problems. On the day when we did our flooring selection, she even reminded us whether we would like to add a towel hanger in our bathroom, which was the item we inquired a few times when she walked us through the showrooms. It just slipped out of our minds during the selection and she was the only one that remembered it. Her passion at work and her genuine attitude towards customers were definitely two of the reasons why we made our final purchase.
Thank you for taking the time to write your lovely review. I have passed your feedback to Jade and she is delighted. Many Thanks from The Lovell Homes Team.
1/5
TrustpilotThe customer service couldn't be poorer…
The customer service couldn't be poorer if they tried. Where to even start with the issues. We where verbally promised at date of reservation and when we exchanged that there qoukd be on road parking available and if they had to do works we would have written warning. Lie. We have 2 cars and a work van which I don't think is unreasonable. Work van needs to remain near the home as partner does call outs through the nights and weekends. I'm also classed as disabled to note. 3 times now I have come home from work to find the pavement missing and road parking on the 3 closest streets also blocked. This is with 0 notice. They are incredibly belittling to young women. I was 21 when we bought this house and multiple lovell contractors have asked for my mum to sign since she's the owner. Nope it's mine. No one listens and only speaks to my partner. Again only contact him around coming to fix snags yet its my schedule they will be working around. On top if expecting us to be home 24/7 and they can come when ever. Many snags ans lies through this process. You'll only have a 20cm gradient in the garden however it's got more dips and bumps then tubbyland which is great for myself being disabled so cannot use the garden. Regularly ignored and responses taking weeks, customer service phone line are rude and unhelpful. We had a major water leak which left water coming out of our fuse box, they wanted to only send a sparky. No we needed a plumber and a sparky. Could go on and on and on but just don't buy a lovell home. Don't waste your time
Hello Amelia,We are sorry to hear about the issues you have raised, we have passed this on to our Customer Service team and someone will be in touch with you this afternoon.Kind RegardsLovell Homes
5/5
TrustpilotHyacinth was very helpful
Hyacinth was very helpful, easy going and knowledgeable. She explained the whole process clearly and concisely making the whole experience an absolute breeze to go through
Hello Harpinder,Thank you for your lovely review. We are glad Hyacinth was able to help and support you through this process of buying a new home. We will ensure to pass on your comments to her and the teamKindest RegardsLovell Homes
2/5
TrustpilotUnfortunately nothing went too right…
Unfortunately nothing went too right once we had had our offers accepted (purchasing multiple properties).From the sales side, it's disorganised, hard to get hold of anyone, paperwork missing or not provided. Customer service is a shambles which wouldn't matter so much except for the large amount of "snags" that we have experienced across 8 plots. The Site manager who I was told by others on site is new and learning makes nothing happen and so we are chasing snags for months. I've been made to feel like I'm a inconvenience for raising issues that just shouldn't happen in the first place.These have been a great investment for us so it's a real shame that we have had such a bad experience and would therefore not recommend buying through Lovell's. A positive - the houses themselves, once snags are done, have good curb appeal, good layouts and make lovely homes. Also, Blossomfields as an actual site is a great location.
Hi Isabelle, Thank you for your review. I have passed your comments onto customer care and the site team to look into further. Kind Regards, Lovell Homes.
5/5
TrustpilotCustomer care
It is our 1 year anniversary of moving into our Lovell home at All Saints Green.It has been fantastic having Matt Russell and Mandy Allen on site to keep us up to date with the progress of the site. The communication from them has been fantastic and they have made the move, and settling in process a great experience.
Thank you for leaving a lovely 5* review of your experience with Lovell Homes at All Saints Green in Stradbroke.It's wonderful to read your comments about our sales team, and we have passed them on directly to Matt and Mandy, who we know will be very happy to read them.Thank you again Jackie, we hope that you are very happy in your new Lovell home!The Lovell Team.
5/5
TrustpilotFriendly, helpful & knowledgeable
The helpfulness and friendliness of Matt & in earlier days - Amanda.We were always made to feel welcome and given time for voicing any concerns.Since moving here the friendliness has continued and it is a pleasure to know that any questions gets answered.The helpfulness and friendliness of Matt, John and Mark are exemplary and a credit to Lovell Homes.
Thank you for leaving a lovely 5* review of your experience with Lovell Homes at All Saints Green in Stradbroke.It's wonderful to read your comments about our team, and we have passed them on directly to Matt, Mandy, John & Mark, who we know will be very happy to read them.Thank you again Sheila, we hope that you are very happy in your new Lovell home!The Lovell Team.
5/5
TrustpilotExtremely helpful!
There was nothing more they could do for us, everything went extremely smoothly. At every opportunity they went above and beyond, really impressed with the service
Thank you for taking the time to write your review. We're so pleased to hear you are happy with our service. I have passed your comments onto the team. Many Thanks Lovell Homes Team
5/5
TrustpilotEllie was professional
Ellie was professional, clear & made the whole process very easy
Thank you Nikky for leaving a lovely 5* review of your experience with Lovell Homes at William's Park in Wymondham.It's wonderful to read your comments about our sales team, and we have passed them on directly to Ellie, who we know will be very happy to read them.Thank you again Nikky, we hope that you will be very happy in your new Lovell home!The Lovell Team.
1/5
TrustpilotTELBURN WAY SCOTLAND!!! Utter shambles of a company
Utter shambles of a company. Customer care is non existent. Multiple members of staff have given me incorrect information. I am due to complete next week still have no idea if I’m getting my house or not. Works still ongoing. Road outside isn’t even laid. Have been told it isn’t safe to do a home demo until the day we get our keys. They will not send me pictures of inside. Have been advised that the painting will be finished this weekend however I still don’t have a kitchen sink or taps? Dread to think what my property looks like inside. CML/Habitation isn’t getting done till the day before handover making it impossible for my solicitor to get funds from my lender. Lovell homes are setting me up to fail. This full experience of buying my first home has been ruined by the lack of service from Lovell Homes. Clearly taking FTB for a f****** ride! Somehow I was booked in for a home demo 25th November, turn up to be told they have no hard hats so can’t let me in. HOW EMBARRASSING FOR LOVELL?! actual laughable the amount of incompetent staff work for Lovell Scotland
hi Karen,We are sorry to hear about the experience you have had on your journey with us so far. This is not a representation on how the journey is meant to be with Lovell. We understand that the Regional MD for Scotland has been in touch with you to reassure you on handover and we can only hope to turn this experience around for you from now on. Kind regardsLovell Homes
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