Lovell Derby reviews

★★★★★ 1/5

Trustpilot

From Hero to Zero in 12 months.

We moved into our dream home just over a year ago and the Lovell team that helped us purchase could not have been better, a sheer joy.12 months later and the snagging list has never been actioned. There was nothing on there of any great issue but the faulty toilet cistern in one bathroom has now appeared in the en-suite so neither can be used.Two messages before Christmas completely ignored and I’ve sent one each month for the last three months to escalating levels of customer service management. Other than an automated message that they will come back you get nothing.Undeliverable emails to the main representatives ( Wendy and Emma, who were brilliant) indicate the best staff have now left. Half a million is a lot to just be ignored this way, so sad their bubble has burst.UPDATE: within a few working hours of my review I’ve had a message back (thank you) so fingers crossed this turns out to be a blip and they're back to ‘hero’ status again. In which case I’ll gladly share the good news.

Mark · 10 July 2023

★★★★★ 5/5

Trustpilot

Special mention to staff

We purchased a bungalow on the Williams Park estate in Norfolk in December and my review is based on the service we have received throughout from particular members of staff. On the sales team, we dealt with Jo who is a "legend" and Lovell is very lucky to have such a professional member of staff. Although the sales process was delayed, Jo kept us informed at all times and was on the end of the telephone to answer any questions. In recent times, we have had dealings with Matt on the sales team who is always there to help us should we have any issues when we are unable to get in touch with customer care. We have inevitably had some snaggings and we really cannot thank Phill Bend enough on his amazing service. He really does care and always goes out of his way to ensure things are put right. It cannot be the easiest job being on the frontline of customer care and ensuring that bad workmanship and snagging issues are put right. Phill, you deserve a medal! We are gutted to learn that Phill has recently left the company which is such a loss to Lovell. We just hope that we will continue to receive the after care that Phill gave us.

Karen · 1 July 2023

★★★★★ 5/5

Trustpilot

Jordan and Rob came to do the snagging…

Jordan and Rob came to do the snagging jobs on my new build flat. They were friendly and knowledgable, talking us through the process of the jobs that they were undertaking. The jobs they carried out were of a high standard and efficient. They are a credit to Lovell.

Kerry · 20 May 2026

★★★★★ 5/5

Trustpilot

All Saints Green, Stradbroke

Thank you to Mandy at All Saints Green for her help and assistance in showing us around the property and providing all the information we needed to enable our decision to buy, and to Matt for dealing with the reservation process efficiently and smoothly. The whole process so far has been dealt with very professionally, with good communications and a willingness to assist wherever possible.

David · 27 May 2024

★★★★★ 1/5

Trustpilot

Great sales team - shame on the after sales approach

Update- Now a year on and still chasing to get things fixed.chasing to get things fixed for over 2 years!!!!!!Bought lovell house in July 2020 the buying process was simple and sales team beyond fantastic given it was through the start of the pandemic as well but very well managed.Once the building and sales team moved off site it has all gone downhill. I have an initial snagging list which has been with lovell customer services for over 14 months. I have chased multiple times via email and phone to be told we are following up on it. Today I was told "they are starting to get through the list". It is beyond a joke given that some are simple fixes- kitchen doors, temperature of water for bath. There is NO customer service as there is no apology or plan forward for when everything will be fixed. Coming up to 2 years in the house and Lovell better not say 2 years now it's not under warranty - after chasing them for 14 months!

Marie · 12 June 2023

★★★★★ 1/5

Trustpilot

After service is bad and the handwork is even worse.

When we dealing with Lovell everything was smooth and with prompt reply. After we moved in, everything is going downhill.I have a report from the snagger there are 209snags found. I have sent back to Lovell and ask them to fix, the contractor came whenever then want to sometime they missed the day that they asked to come.And the things that they fix get even worse than they don’t come to fix.We have paid for upgrade the sink then gave us the wrong one, they came to change but the extra pipe under the sink they just leave it there! That was really non-sense and they don’t install the board back!What I mean is the after service is bad, and the handwork of the Lovell even worse.

Georgie · 11 June 2023

★★★★★ 5/5

Trustpilot

Good service on the reservation

Jade was very helpful. We had many questions about purchasing the house. She clearly explained all the details of the reserved plot at Spinner Quarter. And then she gave us a lot of information, helping me make decisions about the process of my reservation and the upgrade items. We really appreciate her enhancing our confidence to buy the house. We desire the coming day of house completion. We are very satisfied with the service of Lovell Home.

Man · 22 August 2023

★★★★★ 1/5

Trustpilot

Hopton bowlers green- Garden does not drain

Hopton bowlers green- Garden is not completed to standard and has no top soil and Lovell have not had any of the building rubble broken up. Our garden remains boggy for a long time after rain making it unuseable. Neighbours have the same issue but get nothing from Lovell. They are pushing it out to several companies who clearly do not have domain over the treatment of the rubble. We cannot plant anything due to the lack of top soil and now the rubble has dried our garden is full of sunken areas. Great service until we completed the NHBC survey but since has really become poor.

Josh · 21 May 2023

★★★★★ 5/5

Trustpilot

Jordan (Decorator) at Hopton.

Jordan (Decorator) at Hopton.A credit to Lovell Homes. Very methodical in his work, takes pride in everything he does. Very friendly and polite. Transformed our living room after moving in and noticing extremely poor areas of plaster! Jordan ensures care is taken to protect and cover all furniture and flooring when sanding and painting and always cleans up after. Would highly recommend Jordan!

Reece · 7 June 2024

★★★★★ 1/5

Trustpilot

The Customer service at Saddlers…

The Customer service at Saddlers Grange, Howden is non existent. I have lost count with how many times I have called to enquire about plots and there hasn’t been a single occasion when I’ve had a call returned.In 2022, I made enquiries, left my details and never heard back. I visited the show home during opening hours, only to find it closed without any explanation. When you call, no one picks up. You leave a message and guess what, you never get a return call.2023, one year on. Nothing has changed. It’s the same sales person, with the same appalling customer service skills.I visited the show home last week to make an enquiry on Plot 159. The door was locked but the agent was there. I asked her if she received my voice messages and whether the phone was working and she just replied with a “yes”The agent took down my details and said she would get back to me, either later that day, or the following. And guess what, I never heard a thing back.I can say with absolute confidence that this agent and her total lack of customer service skills has put me off from ever purchasing a property with Lovell Homes, anywhere in the UK.

Jon · 4 May 2023

★★★★★ 5/5

Trustpilot

Accommodating, friendly and professional

Mandy has been very friendly and open to any questions we’ve had. We’ve not felt pushed into anything at any point and communications have been the right balance of professional and friendly. Mandy has been very accommodating. We look forward to the next stage of acquiring our new home, feeling confident our questions will be addressed along the way.

Jen · 3 August 2024

★★★★★ 5/5

Trustpilot

Sycamores Kirkella Super Sharon

Sharon at the Sales Office in Kirkella has been fantastic and Extremely patient with us.Her customer service has been outstanding and a pleasure to deal withShe is always available with a friendly smile and has gone the extra mile numerous times through this process like staying very late over and over again to discuss things with us and never rushing anything with my wife, this hasn't been lost on us i would definitely recommend because of her alone.She has been streets ahead of the people we spoke with at other home builders before deciding to buy this house.Kieran the site manager so far has been very helpful and reassuring with queries we have had and i trust that he will deliver on what he and Sharon have promised us.So far so good.

Pete · 3 April 2023

★★★★★ 5/5

Trustpilot

Caroline at Blossomfields

Caroline Lewis at Blossomfields has been nothing but excellent and has made the experience of buying our first house much less terrifying! We feel as though we are in safe hands and have appreciated all her advise from how to go about the deposit to the colours of our carpets! She has happily answered my partner’s many, many questions with far less eye rolling than he got from me! Always been quick to respond when we’ve reached out and has managed to be flexible around our schedules for in person meetings, even when it’s meant her working late, which is much appreciated.

BF · 29 March 2023

★★★★★ 5/5

Trustpilot

Jordan Davies is a decorator/plasterer…

Jordan Davies is a decorator/plasterer with Lovells. He has done a fantastic job in dealing with our snagging issues.All the work he has undertaken has been immaculately done - invisible repairs and clean and tidy.He is a lovely, polite and friendly person and has totally respected our home.He obviously takes a lot of pride and pleasure in the work he does.We highly recommend him.

Jacquie · 19 April 2024

★★★★★ 5/5

Trustpilot

Excellent Service

Purchasing my first home with the amazing Hyacinth. She is very kind, friendly and bubbly. She has ensured I am in the loop through the whole process and has been extremely thorough when explaining everything i need to know. I couldn't of asked for a better person to help me through this milestone! Thank you to Hyacinth and all the team at Lovell.

Renel · 6 May 2024

★★★★★ 1/5

Trustpilot

We moved into our house in August 21 at…

We moved into our house in August 21 at Woodlark Chase - Blackpool.We had read the negative reviews on here beforehand and I’m sad to say they were spot on.Our small snags got sorted fairly quickly at first but it soon became apparent that our main issue was that the roof makes a horrendous rattling noise when it’s windy. Our home is over 3 floors, with our 4th en-suite bedroom being on the top floor. This room cannot be slept in when windy it’s so bad. We also have 2 Dorma’s attached, one which has leaked twice and the covering on them is bubbling and moves in the wind. Lovell have tried to sort the leak on one Dorma and the work looks atrocious. We have been told the noise on our roof is “normal” and that the state of the work on the Dorma is “debatable”. It looks nothing like when we bought the house and could have serious problems for us when we sell. We are still under builders warranty and are still trying to get this sorted with Lovell. We have had to chase them repeatedly to get a response, constantly fobbed off with “we will be in touch next week and now ignored. We are so fed up and gutted we even purchased this house. Also to add, the site was supposed to be complete last year and is left a mess. The supposed green space is just a mud patch, plans not adhered to regarding railings and hedges and paths unfinished and unsafe all around the development. Grass areas just weeds and an awful open drainage area the front that looks awful and is unsafe. There are many, many residents on this development unhappy, waiting for serious defects to be sorted and with the state and appearance of the development. So if you need and 4 bedroom home because it has 4 bedrooms, but you can only use 3 for a big part of the year, buy a house elsewhere and don’t waste your money with this company.

Lisa · 20 March 2023

★★★★★ 4/5

Trustpilot

Definitely recommended

Definitely recommend. Yes, there were few issues with the property but need to admit they were sorted quite quickly under the warranty. I would especially like to thank Simone from Oaktree Grange office and Shane, one of the building site managers for always walking that extra mile for us and trying their best to make us feel appreciated for choosing Lovell Developments. Even now Shan is our number one person to report any immediate issues and he's always on top of the case. We really appreciate it, especially knowing how buissy man he is. Thank you. X

Jaroslaw · 2 March 2023

★★★★★ 5/5

Trustpilot

Excellent Service and Quality Throughout the Buying Process

I recently purchased a new home at Royal Victoria Court for the Detached 4 Bed room house and have had a very positive experience with Lovell Homes. From the initial viewing through to completion, the team was professional, responsive, and helpful at every stage.

Sumbogo · 29 May 2026

★★★★★ 5/5

Trustpilot

Could not be happier!

Just wanted to say a massive thank you to Chloe Reade & Olivia Capewell at Lovell Lockside (Walsall) who went above and beyond for me and my husband. Even the tiniest details they were thorough, making sure we knew what we was signing up for. They made sure we understood absolutely everything - even the simplest question was never too much for them. They helped us choose our inspirations and choices, showing us various samples and letting us choose at our own pace. Nothing was too much trouble! Given the current cost of living crisis, they advised and gave us so much information going forward with our mortgage application which we appreciated and have since exchanged contracts on. I would 100% recommend both Chloe & Olivia to anyone looking to reserve at Lockside going forward, could not be happier. Thank you girls!

Amy · 25 February 2023

★★★★★ 5/5

Trustpilot

First Time Home Buyers

We recently moved into our new home at Bincombe Park in Weymouth, and our experience with the team at Lovell’s Sales Office has been excellent from start to finish.

April · 15 May 2026

★★★★★ 5/5

Trustpilot

Matt Russell at Stradbroke

Matt Russell at the development in Stradbroke has a can’t do enough for you attitude. This makes a refreshing change compared to other builders I have visited. His no pressure sales should be commended. Unfortunately due to family commitments I could not proceed with the plot I was considering. But I wouldn’t hesitate to recommend Matt and Lovell Homes to anyone.

Rob · 13 May 2024

★★★★★ 1/5

Trustpilot

I wanted to relocate to a Lovell home…

I wanted to relocate to a Lovell home from a current new build. The marketing suite representative put me off. They did not seem to know much about the development and told me the development had had to pause for 5 months due to issues. Not a positive sell. Before I even got to the questions I had about the home I was interested in, they told me they were very busy, had other people to call and implied I was wasting their time. They called me. During the day. While I was at work. If anyone's time was being wasted it was mine. I am not sure what house building companies are thinking? Or their sales reps. Perhaps they are thinking that they are doing such a great job for their development that buyers should be grateful for small amount of information provided. Perhaps they don't realise just how in competition they are with one another for eyeballs and footfall. Perhaps they make assumptions about who the person is and their financial position too soon in the process. Perhaps they are not ready for the well informed purchaser who has everything available in the public domain to track planning applications and conditions, company performance and neighbourhood issues, market values and risk. Perhaps they only sell to people who don't ask too many questions. What I do know is that regardless of my status I was treated with disrespect by a representative of Lovell Homes and the rub of it is, they called me and disturbed my day and left me upset for the rest of my day. House building and selling is not a robotic, automated, volumetric endeavour for the purchaser. The customer does not need to hear about how busy the sales rep is, what the rest of their busy day is like, and how the person they have called is getting in the way of their next call. Enquiring about a new home is a human, personal, emotional and community focused future investment in a house, neighbourhood and region. Even if the customer does not buy that home on that development, surely Lovell Homes wants to protect its brand overall. If Lovell read this, I am sorry I wasted your time with my enquiry about your new development which meant one of your sales reps had to call me to give me a bit more information before I booked an appointment. It won't happen again.

Joanne · 21 April 2026

★★★★★ 1/5

Trustpilot

Absolutely awful. Would never buy from Lovell again

Absolutely awful. Wouldn’t ever buy from Lovell again. Ruined our experience of buying our first home. Firstly the joists were incorrectly measured so the whole of upstairs creaked wherever you walked when we moved in. To the point it was loud cracks and could be heard the other side of the house. We had the flooring company here three times, who directly said “It’s Lovell’s fault for selling a silent floor”. It caused so much distress over 5 months. We had to have all the new carpet taken up and furniture had to be taken down. This took place over 5 months because of the back and forth with Lovell and them not being able to diagnose the problem until the flooring company eventually agreed to redo all the flooring which eventually fixed the problem. Basically he just couldn’t be bothered because he wasn’t being paid for it by Lovell. He directly quoted he doesn’t get paid for sorting it out so he doesn’t know what to do. He clearly did know what to do because when he had to try the the most difficult option, he fixed it all in one day and the issue was resolved. He was avoiding it because it’s a day of unpaid work. Carpet still not put down properly and we have lived here 18 months. He had to put holes in our skirting boards which weren’t filled or painted properly. You can still see the damage. Every time they come and fix snags they cause more problems such as dents in the shower and bath tray / scratches down the walls. We’ve had the shower tray break 3 times and holes all in the shower grout 3 times which has now caused the tiles to become loose. Obviously they were not fitted correctly. We’ve been here 18 months, there shouldn’t be loose tiles and holes in grout. This can cause mould or a leak. Front door has had to be fitted twice and we had to call an emergency locksmith out due to the locks breaking. The whole doorframe has now been replaced plus the lock mechanism.After a few months of living here we discovered deep scratches all under the top kitchen cupboards and deep scratches on the frames of the windows. This was flagged to customer service who said it’s not their problem as we didn’t flag it on the move in date.This is our first time buying a house and we only noticed them after a few months living here. What’s the point in two year warranty if they don’t correct THEIR errors? It looks like they dragged our kitchen cupboards across concrete before fitting them.The sales team also massively messed up which they didn’t hold any accountability for. We were told there was a washing machine included in the cost when we bought the house and picked our extras. We arrived on move in date to a big hole in the kitchen and they told us we didn’t specify we wanted one when buying extras. This has ruined the look of the kitchen as it’s not integrated and now we have a washing machine in the middle of our cupboards. Absolutely disgraceful. Sales team denied having that conversation with us but there is no way I would have bought a house with a brand new kitchen with no integrated washing machine. Totally ruined the aesthetic. I have to constantly chase customer service and then they send contractors with zero notice. This is disruptive when I work from home.Don’t start me on the garden and how they only patio outside of your back door. Garden is a mud pit and on a slant. Grass is poorly laid.We were sold walk ways, fencing and a pond outside our house which has become a hole for weeds and rubbish. Builders are still fixing the roads so it’s full of pot holes and tractors parked directly outside our house. Will never buy from Lovell again. Worst possible experience. They were ok when we were buying the house because they want 5 stars on NBC survey. It’s awful after that.

LAUR · 18 January 2023

★★★★★ 1/5

Trustpilot

Abysmal customer service

Firstly the spec of the actual house is lovely. Location is great. However we were made promises (verbally of course) when buying off plan that had we known to be untrue we would not have bought. When challenged after purchased all was denied and dismissed“You have the flattest plot on site! Only 3cm gradient from one end to the other. You look out over a lovely balancing pond which will be lovely for wildlife and ducks which will be great”The reality is a garden with a gradient of over a metre that slants TOWARDS our back doors. There is considerable flooding everytime there is any rain. The garden is uneven across the width as well as steep, with divots and dents everywhere making it completely unusable and unsafe. Two and a half years of polite queries being either ignored, dismissed or lied to. Customer service once you’ve signed on the dotted line is non existent. Ask for their complaints procedure? Ignored. Ask to escalate to higher management? Ignored. Spent hundreds of thousands of pounds to have no usable garden over looking a dirt hole with no wildlife and less water than the flooding by our back door. Roads still unsurfaced. Iron works still exposed. No care whatsoever. Management company fees for no one to be seen in nearly three years!

Sian · 18 January 2023