LSL New Homes Dover reviews

★★★★★ 1/5

Trustpilot

Terrible experience at the…

Terrible experience at the Hempstead/Pear Tree development.Enquired about a property that is 8 weeks away from being built and wanted to reserve. We have sold and we are in a position to move. Tried to get an appointment and didn’t get a call back. Went to site and was told in a very rude way by the on-site sales consultant that she will let us know as and when it’s ready and as it’s not built yet we can’t reserve. Which I find odd given that you are supposed to be able to select flooring, kitchen etc off plan but how can you do that if you can’t reserve within weeks of the build date.Sales consultant was more interested in pushing me toward a plot I wasn’t interested in.Again, very rude and dismissive and told she hasn’t got time as so busy and they have people queing up to buy these houses. Highly doubt that as was trying to be pushed a house that had recently fallen through. Complained to the sales director and didn’t even receive the courtesy of a reply.Have found another new build via a different house builder that displayed first class customer service from the start. Lovely to deal with and couldn’t do enough to for us. We’ve now reserved a beautiful house elsewhere. Wouldn’t recommend this company to anybody. Worst customer service and experience I’ve ever encountered.

Rich · 29 June 2020

★★★★★ 5/5

Trustpilot

St Nicholas place, Oxford

Having just moved in I have been immensely impressed with the quality of building. The ladies at the front desk have been helpful and informative. The foremen and work guys that I met have been great guys, amazingly helpful, polite and capable.Family (including one who had a much less happy experience of buying a new build) have all been impressed with the quality of work and finish standard.I am a very happy customer with a new home.

Michael · 22 February 2021

★★★★★ 1/5

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Deeply unprofessional

Deeply unprofessional, including the agents they employ to sell their homes.

Abhishek · 17 August 2025

★★★★★ 5/5

Trustpilot

Lovely House, great sales team

We moved in on 10 September.

Lorraine · 6 October 2025

★★★★★ 5/5

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I couldn't be happier with the overall…

I couldn't be happier with the overall service I have received from Abbey Homes. Given that we are in the midst of a global pandemic, they have dealt with my issues in a timely manner and with great care & professionalism. From reading the reviews on here, I imagine the Customer Care team have a bit of a thankless task on their hands so feel it's important to share my positive experience. I wouldn't hesitate recommending Abbey.

Alex · 7 January 2021

★★★★★ 2/5

Trustpilot

Spacious lovely design -- some awful workmanship and careless after-sales service.

Very well designed house that I bought in a small development of Abbey, and SOME of the construction work was good but it completely depended on which subcontractor was used on different houses and the supervision must have been nil. No end of snags, some important, some less so, but After Sales Service is basically nil despite the pretence of a customer service team. Two defects serious enough to be accepted by the National House Building Council's so-called "guarantee" (which isn't). I have a warm comfy modern house but several big files of the letters etc I have had to send to sort things out. We still haven't had handover of communal areas after four years, and some boundaries are wrong on our Title Plans. Oh dear. Perhaps best to buy one of Abbey Homes second-hand -- the first owner will have got it sorted out hopefully!

Sue · 9 February 2020

★★★★★ 1/5

Trustpilot

Nightmare!!!!

We moved into our new build house in March and within 3 days provided our site manager with a 5 page list of issues. Since then, they have sent a painter and decorator once to complete some of the cosmetic issues. They have continually ignored our communications throughout this whole process and we have now contacted solicitors. Please check reviews before purchasing any homes. They are an absolute nightmare and have ruined what should have been a nice experience for us.** please may I add that this is a total lie, absolutely no one has bothered to contact us at all. We are still being ignored. These fake automated replies don't fool anyone.

Roshni · 16 December 2019

★★★★★ 5/5

Trustpilot

Sales office.

Myself and my partner were first time buyers and had many let downs prior to purchasing our first home, thankfully we had been in many times to the sales office at four elms place and they could see how frustrated we were becoming, eventually we got the call from the sales office giving us fantastic news that they were able to assist us buying our first home, we can't thank them enough, they did everything in their power to help us and made it possible for us.

Jemma · 1 December 2019

★★★★★ 4/5

Trustpilot

Overall no issues with Abbey

Overall no issues with Abbey, and in common with all developers there are snags that needed looking at, but they continue to sort even quite minor things without any fuss.If there is any downside it's a poor online profile, and the customer care team is just too small to always be seen as efficient, when overwhelmed on occasion. I've not had an issue dealing by email, but some might and I've struggled on the odd occasion I've needed to ring to get through. Too many are keen to criticise too few to praise...but I've had almost every enquiry dealt with in a timely fashion and to my satisfaction. If anything it's the finishing trades that let them down, and that's all most customers will be concerned with... a little more care here would get rid of many of the complaint reviews.Overall a well earned 4...

Mr · 5 November 2019

★★★★★ 1/5

Trustpilot

ATTENTION ATTENTION

ATTENTION ATTENTION DON'T BUY HOUSE FROM THIS DEVELOPER!! I've recently bought the house from them and I have to say that I'm deeply deeply regretting it. The standard is NONE, the level of the finished job is just below emagination, and has been done without care or any attention to detail. From day ONE we have to deal with the issues in the house which are taking forever to fix because no one including site manager is giving damm. I have had to fix some of the issues by my self coz the site manager is just coming to see the issue and just simply ignoring it. And last of all we haven't been given any welcome pack as you usually get when you're buying a new property. This is unreal!! We are first buyers, we've been working so hard to save the money to buy our property and I personally believe that it should be a happy time but in our case is an utter nightmare!

Raf · 27 September 2019

★★★★★ 5/5

Trustpilot

Great customer service from David

I have just bought a home from Abbey New Homes in Lenham, Kent. The experience was excellent. Moving into our new home we have nothing but praise for David O’Leary (the site manager) who has made the process so much better. He has dealt with the (expected) little niggles/nuances professionally and in a very timely manner. He has always kept us updated on everything happening around the site and we can’t recommend his approach, customer service and professionalism high enough.

Tim · 30 January 2024

★★★★★ 1/5

Trustpilot

Horrendous customer service, total disappointment

We bought our house over 4 years ago - the level of workmanship was pretty dire, it was more of a ‘make it look good’ rather than actually do a good job. We did a lot of the snagging list ourselves after we got to around a year in, only insisting on major things like the boundary being put in the correct place and such like. I called up once and spoke to one of the directors/managers to find out when the road would have its final later put on, only for him to say it had been done.... after explaining I was looking out my window and it was definitely not finished he then proceeded to ask if I was calling him a liar and put the phone down on me!!! This is the kind of service that I have received over the 4 years of living here and it wasn’t a one off. All I would like from them is to finish the communal areas and hand it over to the management company and the council can adopt it - even that seems too much to ask as they have dragged their heels and even refused to meet the residents and management company at a meeting. I would never ever buy from Abbey Homes again, they just take your money and that’s it.

Anna · 21 July 2019

★★★★★ 1/5

Trustpilot

Think VERY carefully before you commit!

Hi,Unfortunately, our experiences of Abbey as a developer have been negative. Whilst this review may appear a bit of a moan it’s necessary to explain the context of the rating. If you can’t be bothered reading it all I won’t be offended but would summarise as 1. Think very carefully2. Find an existing Abbey site, visit it, knock on a door and ask someone for their experiences - if you visit us I’m sure it will be worth your while.So, as others, we purchased our property on a small development in 2014. It seems we were somewhat luckier than others as we moved in whilst other houses were still being built and whilst Abbey still had representation on site and therefore someone whom I could have ‘discussion’ with (often heated). We were also in close proximity to the show home which helped!Site management good at promises in relation to snag remediation.....poor on delivery and communication. So poor in fact that in relation to our kitchen installation we went directly to the sub-contractors head office and arranged our own remediation. They were great but even that caused grief when the Abbey site manager tried to remove him from our house to work on other properties!Other snags included incorrect plumbing of central heating resulting in all floorboards coming up (and subsequently creaky floorboards), blocked drains due to incorrect pipe fall (requiring them to be dug out and re-done), damp from a poor seal on patio door, flooding patio (bare in mind it’s a level threshold!) due to fall towards house and air bricks installed below ground level (as in buried below the level of the lawn). The ‘site’ remains exactly that - a site - as not handed over. Roads dug up only last year to install two additional surface water drains during which a gas supply pipe was damaged. These things happen but when you subsequently have to re-landscape grass verges you don’t own (materials, labour time, effort) and then get the ‘annual maintenance charge’ - which incidentally doesn’t cover landscaping as the verges are owned by the council (who have accepted nothing with the site not having been handed over) - it’s a bit much. The verges were destroyed during the works with a handful of seed being thrown down on completion.So onto the maintenance charge. Fortunately, our management company are realising the lack of service we as residents have been provided. I literally have no understanding of where the service charge is spent. Landscape maintenance? No, there has been no gardening or landscaping. Insurance for ‘shared areas’? Well, it’s still a site - nothing has been handed over so where is my liability? I wasn’t liable during construction, if they can’t be bothered to complete their obligations required for handover why should I be liable? We have a wooded (shared) area which is an accident waiting to happen - building debris, dead trees (identified as a risk to be remediated by Abbey prior to handover) - why is this suddenly my responsibility?The irony of it all is we do like the house but this is more layout (so at least they selected a decent architect) and our great neighbours.This is a review for Abbey. Would I buy another new home from Abbey? Unfortunately not, it’s not worth the hassle....from the point at which they demanded a further £10k prior to exchange, I wish we’d walked away.We are relatively happy here now having resolved the snags, but we are still having an ongoing battle to get the site completed.Prior to purchase we did travel a good way to have a look at one of there other developments- what we didn’t do was to SPEAK with any residents and chose to ignore the limited feedback posted online at that time.It’s a difficult lesson to learn and everybody makes out it’s to be expected with any new build. This has been our first experience of a new build but I can’t imagine any of the others would drag on for this long!So back to the beginning, before you commit, find one of their existing sites and try and speak to the residents and form an educated opinion. Good luck!

Carl · 19 July 2019

★★★★★ 1/5

Trustpilot

Do not buy an Abbey Home!

There really isn’t a word I can think of that best describes how awful Abbey Homes are. 5 years down the line and we are living in an unfinished site. The are absolute cowboys, poor workmanship, bodged jobs, terrible finishes, terrible quality and once they have your money they couldn’t care less. Our site is an absolute mess and we are constantly fighting with Abbey and our management company to get it finished....5 years later!! Abbey refuse to meet us or communicate or complete the work.We had a huge snagging list when we moved in, we rectified most of it ourselves after a year at our own cost as Abbey refused.DO NOT BUY AN ABBEY HOME.

Nat · 18 July 2019

★★★★★ 5/5

Trustpilot

First Class Service from the start.

From when we very first went to the sales office right up until now we have had nothing but first class customer service from Abbey Developments. The house itself is perfect and even the site manager has gone above and beyond with the small snagging issues we did have. We have no plans on moving again as we're so in love with the house. We would definitely recommend them to anyone looking to purchase a new home.

Helen · 21 August 2020

★★★★★ 1/5

Trustpilot

Fraudsters = Abbey Homes

We bought our house from these cheap skate developers after dealing with fraudsters who pose as bona fide sales persons. the elderly ladies who they appointed as sales people should have had some shame, before they lied and mis sold. Thankfully NHBC have paid out £5k+ to rectify poor building quality and workmanship. Please please please avoid these low life scammers

Monir · 17 December 2024

★★★★★ 5/5

Trustpilot

Better value, and quality, than the 'big' builders

Purchased from Abbey New Homes about 2 years ago. House size was considerably bigger inside than more expensive builders on the same site. Had a few snags which were resolved quickly and the customer service team have been great at managing the few things that have stretch over a longer period. I've felt very supported when raising issues, even though they've been mostly very minor. Very happy I purchased from Abbey homes. Thank you.

Greg · 30 April 2021

★★★★★ 4/5

Trustpilot

Moved into our Abbey home last week

Moved into our Abbey home last week, it has been a smooth process and Sam has been really helpful. Working on our snagging issues and getting them resolved quickly.

Johann · 30 July 2020

★★★★★ 1/5

Trustpilot

Aftercare....a shambles

I cannot stress enough how much Abbey New Homes have been incompentent. 7 months later, snags still outstanding and ive had to continuous chasing, complaints to get get an ounce of traction.I even notified them of snags prior to buying it as it was a show home. Customer care coordinator does not respond....absolutely ridiculous. Never known anything like it.Ive had leaks, shoody workmanship appearing...the site managers were rubbish.I would think twice if you wish to buy from Abbey new homes. I wish i did my research before buying.

Unhappy · 29 May 2019

★★★★★ 1/5

Trustpilot

Useless company specially customer support

I agree with other reviewers i would say they are the worst I also bought my first house lot of issues which started within few months they were still building more houses so i was hopeful they sort it out before leavingthey reassured me on few occasions that we will sort out before leaving but i am afraid they have left the site after completion without sorting my issuesThey have absolute use less customer care-- you call them they don't answer , you email them no replyi don't know how can get my problem sorted again i agree and would advise to invest your money some where else as you will be dealing with company with non existent customer supportmy neighbour gave me their managing director email who did replied once and after that no interest

Imran · 11 April 2019

★★★★★ 4/5

Trustpilot

Getting better

I previously rated Abbey New Homes as 2 stars as we experienced many problems when we first moved into our flat early 2018. At the time, the customer service was awful and the most recent problem was of a more serious nature which pushed me to leave a review after feeling very unhappy. That said, the new customer service manager got in contact with us and was very reassuring on the phone and spoke to my partner about our previous issues we had experienced which he wanted to help resolve for us. It seems he is doing what he can to fix not just ours, but everyone's, problems and has really improved the customer service/care that we are entitled to. It would have been 5 stars had we received this from the start of moving in.

Becky · 11 April 2019

★★★★★ 1/5

Trustpilot

No no no

No no no. Take your money elsewhere.Invested in a new build home with these jokers and 4 months later still have a snag list as long as my arm and a completely unresponsive abbey homes who clearly have no intention on fixing any single thing on there - one of which was a leak which has caused damage to fixtures and fittings. They had two tradesmen sent out who refused to attempt any of the work, spent an hour outside in the phone and left, appears the build is so bad no one wants to touch it.Please go to a reputable builder !! I'd hate to see another family in our position.

Lawyer26 · 9 April 2019

★★★★★ 1/5

Trustpilot

invest your money wisely and get everything in writing!

We purchased our first home together in August 2018 of which we was told we would be in for Christmas. Throughout the whole process we kept in contact with the sales executive who continued to confirm that everything was on track and in fact that most people had moved in 3 weeks ahead of schedule. As we was told we would move in before Christmas we decided to hand our notice in at the premises we was renting which would in turn work out perfectly for the timing of moving in before Christmas.It then got to the second week of November and we still hadn’t seen our property for the first time of which I questioned whether something had gone wrong, of which the sales executive had “no further updates for me” and as far as he was concerned everything was still on track, obviously concerning for us considering we was meant to be moving in a few weeks time, I ended up having to contact head office, which then sent an email to the sales executive who “had no further updates for me” who in turn rang me very aggressively and was very rude! Of course I then had to go back to head office and question why this had been sent to the sales executive when I marked it strictly private and confidential for them. I then received a call from the area sales manager who informed me it was a miscommunication between the builders and the sales executive and that the delay was that they didn’t have a plasterer for the whole of November! Therefore we would not be able to move into our home until the end of January beginning of February at the latest. Now considering all along we was told everything was on track and as far as we was concerned there was no issues I stated that we now had to find somewhere to live and storage for all of our items, they didn’t care and said this was our problem and therefore wouldn’t cover the cost of this!We eventually was able to move into our home on the 25th January after a 6 week delay! Of course there are some snagging issues of which I have contacted the site manager about on the 30th January, the site manager called me yesterday and stated that it would have to be during their hours of 9-3 and we would need to take time off for it as they won’t be doing it at weekends or evenings! I explained that this wasn’t feasible but they simply didn’t care! To summarise, get everything in writing from these people, they lie to you, they go round your home on the first day you move in with you not giving you the real opportunity to look at snagging on your own and then you have to sign a form to say you have been round the house together. So if you do this bit write absolutely everything down as we are 3 weeks in and nobody has come back to see our snagging issues! We was the first to buy one of our plots in fact the other plots didn’t sell until a couple of months after, yet they moved in before us!! Invest your money wisely and get everything in writing I am now having to spend a lot of time gathering evidence and drafting my complaint to the regulators!

Lauren · 14 February 2019

★★★★★ 4/5

Trustpilot

Always Helpful

We moved into an Abbey Homes property in June 2018. Of course all newbuild properties come with minor defects and the site manager Dean at Whitehouse Develpment has dealt with every minor issue the same day I have logged it. An example of their help would be today when I contacted Dean just before 7.00am and by 7.30am I had someone round to help.Most people only write a review when they have something bad to say but never when a good job has been done. This is our first house and Dean has ensured he has helped on every question/ slight problem we have had.

Lauren · 4 February 2019