Duchy Homes Hartlepool reviews

★★★★★ 5/5

Trustpilot

Customer service to praise …

I have worked in the New build sector for over 20years and I’m so aware of the negative comments made towards developers. Usually from peoples unrealistic expectations.Having moved into my own new build, I am on the other side of the coin!I have to say the property has a very few items for my ‘snag list’ . The items I have given the Bridget from DWH customer care have been reported, accounted for and investigated. Bridget listens, takes action and keeps her word. She is ‘on the case’ I couldn’t praise her more for her communication with me.I now await the trades/ operatives carrying out the work required.

Rebecca · 6 April 2024

★★★★★ 5/5

Trustpilot

Mark is professional

Mark is professional. He’s very helpful and did an excellent job. I’m satisfied with his visit today and looking forward for him to come in end of April 2024 again. Thanks Mark

Honoria · 4 April 2024

★★★★★ 1/5

Trustpilot

Never again would we buy from DWH

Moved into our new build September 2022.Very warm water from cold pipes in outside tap and bathroom handbasin. Have to flush the toilet before turning on the cold tap for the warm water to clear.Sent in their cowboy team who attended numerous times even removing part of the lounge ceiling twice, taking part of the floor up in two locations and found no fault!Paid for a local plumber ourselves who identified problem. STILL waiting for DWH to put this right, despite their pledge to correct the fault.Just wished they would offer to buy this house back from us. Never again would we buy a new build.

Janet · 3 April 2024

★★★★★ 5/5

Trustpilot

Initial process stress free

Daniel made the initial process very easy, no pressure, lots of useful information, and decent coffee. If the rest of the process from deposit to completion is as well run I’ll be a very happy customer

Riverman · 8 January 2024

★★★★★ 5/5

Trustpilot

On first meeting Mel the sales agent

On first meeting Mel the sales agent, she has been absolutely amazing She has given us help and advice all along, kept us updated with every step of the way Even taking photos for me This is the third new house purchase over the years and we honestly haven’t had service like it , even jo the labour has been amazing, really taking pride in updating us on how the build was progressing The site management team has also been remarkable, nothing has been too much trouble, and has worked with us all the way through A massive thanks to them all on the caldicot site , you are an awesome team Thanks for building our dream home

Mrs · 30 March 2024

★★★★★ 5/5

Trustpilot

Complete professionalism from start to…

Complete professionalism from start to finish. So helpful and supportive. Louise has been superb in helping us as we are 300 miles away. Thoroughly recommend.

Mr · 4 August 2024

★★★★★ 5/5

Trustpilot

Top on-site tram

Great help throughout the whole transaction which enabled us to move before Christmas. Grateful for the help from on-site team on moving in day. House very warm and everything works well.

Mike · 24 December 2025

★★★★★ 3/5

Trustpilot

Good house, poor customer service and limited support once moved in

Quality of the house in the main is good, however there are a number of small superficial snags that have been ignored with no communication as to when these will be solved. In addition we are left with a broken washing machine and a garage where water pours through (significantly more than a damp problem or issues expected with a single skinned building). Poor communication and staff appear to suggest these issues are common/ not important.

Miss · 10 June 2024

★★★★★ 1/5

Trustpilot

Would not recommend to anyone

Horrendous customer service have been lied to numerous occasions, spoken to like rubbish by workers, been told they would come and do jobs and taken time off work and stayed in and no one comes, when they have been to do a couple of jobs a lot of them have ended up worse than the first one or incorrect and ignore all emails now.Hope you don’t have any snags as we are still waiting 2 years later for them to be completed and a boiler that needs repairing that was reported 5 month's ago.Absolutely shocking would not recommend them to anyone.

Maria · 26 March 2024

★★★★★ 4/5

Trustpilot

Easy to deal with

I cannot rate the quality of their properties as we never actually got to live in one unfortunately, but the experience we had with the company was good. We agreed to purchase a property on the Lapwings development in Stafford. A couple of weeks before we were due to exchange contracts, we went to the estate to see if the recent heavy rain had affected the area. Unfortunately, the water had come up against the side of house and the garden was a bog. We were assured that drainage would be sorted prior to moving in - although it would be the responsibility of another developer to carry out as they owned the adjacent land which was the source of the problem. After consideration, we decided it was too much of a risk and pulled out of the sale. We did get our initial reservation fee returned, along with the deposit we’d placed for flooring upgrades, although I did have to chase a few times over the course of about 6 weeks to get it all back. We were gutted about the situation as the house and plot were lovely, and the build quality seemed much better than other new build properties we’d viewed nearby. Barbara at the Stafford sales office was a great help throughout, and very understanding when we made the decision to withdraw from the purchase.

Ben · 22 March 2024

★★★★★ 5/5

Trustpilot

Home care team by IanW@BDWSW and PaulO@BDWSW

The home care team by IanW@BDWSW and PaulO@BDWSW has been extremely helpful since we moved in.They have gone above and beyond the standard customer service you would expect. They always provided expertise and valuable advise on maintaining the property. A real asset for the DWH at Ladden Garden Village, they have fixed everything we reported without delays and with immaculate results.Rest assured that the DWH team has your back and will sort out all snags in your 2 year warranty period.Regards

Ilias · 15 March 2024

★★★★★ 4/5

Trustpilot

Good house, tiny drive

The house we purchased is built quite well, with a few "interesting" solutions by the architect, such as virtually no space to hang your coats or one door immediately behind another. The basics such as heating, hot/cold water, electricity, ventilation and internet were all functioning from day 1. (You will have to organise your own broadband but there's some choice of preinstalled connections.)Any extra purchases such as flooring or lights are a total rip-off, you will find a better price almost anywhere; that being said, it was great moving into a house with floors and carpets already fitted and not having to wait on any installers. The built-in wardrobes (extra purchase, too) were worth every penny to us. Try to get them as part of a deal if you can.You won't find a new build with a large garden, but that was not important to us.The biggest disappointment is the size of the drive - it's tiny and with our (by today's standards) small family car parked in the middle of it you can't open the doors fully or squeeze the bins past it. Seems like everyone is complaining because the office and site staff are quite quick to quote some kind of regulation they are hiding behind. Our reply that we are talking about customer satisfaction after spending £££ on their house seems to leave them unfazed and unwilling to do anything about it (in our case there's a wooden fence next to our drive which belongs to an unfinished house, so moving it a few inches wouldn't be a problem, but no luck). Only two ways out of it - try to buy a house with a garage and your drive will be a bit wider; or forget about the drive park on the street, which is what most of our neighbours are doing already.

Uros · 13 March 2024

★★★★★ 5/5

Trustpilot

Debbie Dennis has been superb

Debbie Dennis has been superb. She has been informative, supportive and has not pressured us into any decisions we have made.A lovely lady and very much someone any company would be proud to have working for them.

Mr · 20 November 2023

★★★★★ 5/5

Trustpilot

I had a bad experience until I got the…

I had a bad experience until I got the keys! But once I got the key, Keith was awesome, he was so nice! If I have any questions, he will help me quickly!

Xiaolei · 16 February 2024

★★★★★ 5/5

Trustpilot

We have had an excellent experience…

We have had an excellent experience purchasing our new DWH property. The entire team have been helpful and knowledgeable, both before and after the purchase. The communication has been excellent, and this is not always the case! I also think that the build quality if very good, and I wouldn't hesitate to recommend DWH to others looking to buy a new house. We are very happy with our purchase and feel we are in good hands going forward.

Erika · 13 April 2024

★★★★★ 5/5

Trustpilot

Ashley was great

Ashley was great ! Answered any questions we had nothing was too much trouble. Would recommend her to everyone top service !!

DARREN · 1 September 2024

★★★★★ 4/5

Trustpilot

Danny Goodier at DW Homes

We moved into a new DW Home in June 2022. Despite being promised that outstanding snags and repairs would be remedied within 3 months, unfortunately that wasn't the case.We have had multiple problems and although Custome r Careare all personable and pleasant, the business model, which relies on outside contractors to fix issues reported to them by Customer Care, proved inadequate.In January 2024 I spoke to the CEO, who asked Mark Cookson to visit us re our concerns.Since then, 3 great employees of DW Homes: Danny Goodier, Mark Reckless and Andy Fleming have been our saviours.Guided and instructed by Danny, who has been empathetic and totally supportive, all outstanding repairs and snags were completed whilst my husband and I were on holiday.I'd really like to give Danny, Mark and Andy 5 stars, however we can't ignore the 20 months prior, in which I had to make hundreds of phone calls to CC and on some occasions the sub contractors to chase up appointmentsthat weren't kept or poor workmanship.

Jane · 29 February 2024

★★★★★ 5/5

Trustpilot

Great service

Karen and Marianne were exceptionally helpful and made the whole process easy. We are looking forward to moving into our new home

Miss · 30 August 2024

★★★★★ 5/5

Trustpilot

Really happy with our hew home

Thomas went above and beyond and the site team, Steve and Tom are very professional.

Pete · 12 December 2024

★★★★★ 5/5

Trustpilot

Best house purchase experience

From start to finish Leanne has been amazing. So clear on everything, helped no end with arrangement's. Fit round our schedules

Rob · 9 September 2024

★★★★★ 4/5

Trustpilot

From a Year with Bare Plaster to a Pristine Home

Our journey with Andy, who was finally sent by DWH to work on our house, culminated in an incredibly positive outcome. Andy's craftsmanship and dedication to quality are beyond commendable. His attention to detail and unwavering patience, especially after the frustrating year-long delay caused by DWH's scheduling, were truly admirable.What stood out even more was Andy's professionalism in maintaining cleanliness throughout the project. It's rare to find someone so meticulous that our carpet appeared cleaner after the work than before. This level of care and respect for our space added a layer of satisfaction to the already stellar job done.However, it's crucial to address the significant delay in project commencement due to DWH. It took nearly a year from plastering to when Andy could begin sanding and painting, a timeline that was far from ideal.Despite the setbacks attributed to DWH, Andy's work ethic and the quality of his work have left us immensely pleased with the transformation of our home. We hope DWH can improve their scheduling processes to match the high standards set by professionals like Andy.5 stars to you, Andy Wooding! I just couldn't put 5 stars on this review because of DWH.

Garfield · 20 February 2024

★★★★★ 2/5

Trustpilot

Not Good

Well, most recently, we've been left with barriers installed around an incorrectly placed streetlight at the end of our drive. They were placed weeks ago and nothing has been done to address the issue so we are left with an ongoing obstruction with no indication as to when this will be removed.As for the garden - we asked for someone to take a look at the turf and the fact that after rain it becomes a swamp that does not drain away. He came round and we pointed to the fact that there was barely any topsoil beneath the turf and it was just laid on compacted building rubble. The response we received was wait until next year and maybe a French drain would help. It's an estate, you can't divert water into a neighbouring garden!

David · 18 February 2024

★★★★★ 5/5

Trustpilot

Supported throughout the Process…

From Jess and Gail on site to Beverley who somehow managed to get more information on what was happening with our sale as well as out purchase than the estate agents or solicitors , we felt very well supported.

Mr · 21 September 2025

★★★★★ 5/5

Trustpilot

Great experience from Reservation until…

Great experience from Reservation until the completion.Ash and Adrian was great 😊 after completion Adrian was keep checking with us and sorting out simple stuff with out any hesitation.Thanks Ash and Adrian .

AJ · 25 January 2024