Trusted Agent profile · Hartlepool
★★★★★
1,030 reviews across 2 platforms
Elwick Road, Hartlepool, TS26 0LQ
Part of Duchy Homes, see every office.
Duchy Homes's office in Hartlepool, at Elwick Road, is rated 4.6 out of 5 across 1,030 reviews on two platforms, including 5 Google reviews rated 4.0.
Tell us what you need and we'll put you in touch. Duchy Homes hasn't joined The Trusted Agent yet, so we'll pass your enquiry to them or to up to three other top-rated agents near Hartlepool.
Every review we hold for the Hartlepool office, from every platform, shown as written. First names only.
5/5
TrustpilotGreat 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 .
Good morning,Thank you for taking the time to leave this review, it is very much appreciated. We will pass on your feedback on to the team. We wish you many happy years in your new home. Kind regards, Ros
5/5
TrustpilotSupported 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.
We're happy to hear that you felt supported by our team during your sale and purchase. It's good to know and we shall certainly pass your feedback onto the team. Kind wishes, Alice from the David Wilson Homes team
5/5
TrustpilotIan was amazing today
Ian was amazing today. We were given all the information we needed, all questions were answered & we weren’t rushed at all. Thanks Ian
Good evening,We're thrilled to hear about your positive experience. It's wonderful to know that you received the information and support you needed.Kind regards, Ros
4/5
TrustpilotCut backs and limitations on fittings inside
The customer service in the sales office was excellent. However a bit disappointed when it came to choosing fittings inside. Expressions not working properly. Also a very clear cut back on very basic items such as only one single sink in the kitchen and no sink in the utility room with no possibility of upgrading. Also limits on where amitico flooring can be used eg no longer available in bathrooms and downstairs toilet, even though can be in hall downstairs. Some decisions seem quite irrational.
Good evening,Thank you for taking the time to leave this review, it is very much appreciated here at David Wilson Homes. Wishing you many happy years in your new home. Kind regards, Ros
5/5
TrustpilotDWH Stonebridge Fields
We've were one of the 1st residents to move onto this development back in June 23. This is our 1st experience of a new build and i must admit i had my reservations about buying one with all the bad press they are given. Those concerns were totally unfounded as for the 8 months we've been in our new home it as been a really good experience. There as been snags that needed to be done, but we expected that would be the case. most of them were just cosmetic are were easily and quickly dealt with. I was told that what can make the difference between a good house and a poor one is the site management team. Dave, George & Keith have all been fantastic and we really couldn't have asked for a better team. Anything they could do for you if there was a problem would we dealt with and resolved, they really are a credit to DWH.
Good morning,Thank you for your review, it is very much appreciated by all of us here at David Wilson Homes. I will share your feedback with the division. Wishing you many happy years in your new home. Kind regards, Ros
1/5
TrustpilotThe company is a shambles- avoid like the plague
The company is a shambles. Whilst every new house comes with some sort of snag list, DWH simply wants you to give in trying to get matters resolved. You would presume going to a multi award winning developer things would be resolved in a timely manner but over 2.5 years after moving into the house they have failed to correct the snags. Issues have varied considerably (whereby over 300 issues were raised with DWH, from mould on the skirting boards (which they suggested was our fault for poor ventilation when it was the summer of 2021 which was hot and every window was open when possible due to the heat). It was later determined that the mould was caused by poor storage of the skirting boards and was a known issue, yet they insinuated this was our fault. They decided to fit the garage doors themselves whereby they were dangerous. They have finally replaced the garage doors but refuse to correct the poor finishing which their own plastic surgeon admitted the brick work needed replacement. I have had to chase them to correct all defects and they show total disregard to the homebuyer after purchase. They ignore their own guidelines as to the period in which issues will be repaired. They arrange meetings to attend the property and subsequently do not show up (without any prior notice) then suggest the head of customer service did not inform anyone else of the proposed meeting when she took a period of unexpected leave. Heating pipes are knocking quite loudly and despite being told the noise will only get worse as time goes on (by their own technician’s opinion) and having identified there was some noise but required further investigation in the winter months they are now trying to fob me off by saying this noise is standard. Having had an appalling 2.5+ years they believe a paltry sum of £500 would be reasonable compensation. Nexts steps will be court action but don’t be fooled by their glossy promos and marketing literature. I’m not the only one who has suffered - it seems to be a lot of houses on the estate. Happy to share my experience with evidence to any prospective buyer to save you from the issues we have suffered.
Good morning,Your review is very important to us and we’re genuinely sorry that this was not a better experience for you.Where we are unable to identify your details on our system we have instructed Trustpilot to gain further information, once your details are received please be assured that your comments will be highlighted to the team and we will ask that someone contacts you.Kind regards, Victoria and the David Wilson Homes team.UPDATE:Good morning,I understand you have now been directly contacted by our customer care team to discuss the concerns you raised in this review.Kind regards, Ros
5/5
TrustpilotClean, efficient, excellent!
Mark was great! He arrived early and was so efficient. He kept the house clean and tidied up after himself. You wouldn’t even know he’d been! An excellent job Thankyou!
Good morning,Many thanks for your lovely review and feedback. We would love to pass this onto the relevant team for you.Where we are unable to locate you on our system we have instructed Trustpilot to gain further information, please do add your development to any correspondence and we will ensure your comments are passed to the correct team. Kind regards, Ros
1/5
TrustpilotNot recommended
Not recommended, because you will find things are different after payment. But they will only tell you that a Showroom is a showroom. It won't be different from Showroom's. But they themselves promised the wardrobe before I paid ten percent. now they will tell you that you need to contact the wardrobe company yourself for the plates inside. I will not recommend my friends to buy David Willson house in NG20
5/5
TrustpilotDriving by we were impressed with the…
Driving by we were impressed with the look and design of the properties standing out from other sites we visited.And on visiting the show homes were delighted with Sian who was kind and knowledgeable and who gave us a tour of the available homes and features.we changed our minds regarding the home we wanted and she worked on delivering the deal we requested with great charm
Hi John. Many thanks for taking the time to leave this review. We’re really pleased to hear of the service you received. We’ll make sure Sian gets to see your great feedback! Thank you for choosing David Wilson Homes for your new home, we wish you many happy years of memories. Kind regards, Lily
1/5
TrustpilotShameful.
In spite of the response from Victoria at DWH on 7th December saying that I would be contacted with a view to investigating my concerns/complaints I have heard nothing after 8 weeks. This simply reinforces my view that DWH have absolutely no concern for their customers after they have got their money. I would be delighted to have a face to face with a Director so that he/she can explain to me why they breached the Planning requirements (confirmed by Cheshire East Council Planning Dept) but are not prepared to talk to me about it. I have previously left reviews praising DWH but, after living in my home for nearly 2 years I must revise my review. When I reserved my home I was told by the sales team that an acoustic fence would be erected to mitigate the noise from a railway line. I was unaware that the fence was supposed to be erected prior to any homes being built. It was actually put up 9 months after we moved in. Also the fence was erected so that the top was 1m below the level of the line thereby making it useless. I have tried for the last 2 years to get DWH to see sense. They insist that they followed planning requirements and would not accept any responsibility. They arranged an acoustic test inside my house which showed noise levels in excess of those submitted for planning in spite of the “acoustic” fence being erected. Indeed they admitted that the mitigation measures would have needed to be greater to deal with the noise. Still they refuse to accept any responsibility or assist. I have put in acoustic glazing at great expense and have asked for compensation which has been denied. Frankly DWH are a disgrace. They take the money and couldn’t care less about their customers. The Council have chosen to take no action after being ignored by DWH and my MP has had no success. The Directors of DWH should hang their heads in shame. I fully expect them to ignore this review but would be happy to meet them on site to discuss the matter.Following the response by DWH to my review I got a reply saying that I would be contacted by the local team. Needless to say I have been ignored. No contact whatsoever. I repeat that I would be delighted to meet the Director of DWH to let him/her explain why they feel that they have adequately dealt with the noise issue. However I expect to be ignored again. Shows how much they care about their customers!
Good morning Mark,Your review is very important to us and we’re genuinely sorry that this was not a better experience for you.Where we are unable to identify your details on our system we have instructed Trustpilot to gain further information, once your details are received please be assured that your comments will be highlighted to the team and we will ask that someone contacts you.Kind regards, Victoria.
4/5
TrustpilotNice home but struggling with getting snags done
DWH was good with my move as I had various problems with buyers dropping out etc. When we moved in the house was gorgeous and I felt instantly at home. BUT after I sent over my snag list (done by a professional snagger) it took ages to get the people in to sort the snags out. I am staying in at the moment waiting for a painter to turn up. They have cancelled on me, not turned up, etc. Shame as this is the only thing that is making my experience with DWH unpleasant. That said, they are lovely.
Good afternoon,Thank you so much for taking the time to leave us your honest review. It really means a lot to us. We will pass your feedback to the appropriate team.Kind regards, Ros
5/5
TrustpilotSharon at Rose Place has been first…
Sharon at Rose Place has been first class to us She has been so helpful Thank you ❤️
Good morning,We are so happy to hear that you had a positive experience with Sharon. We strive to provide excellent customer service and are pleased to know that Sharon was able to assist you. We appreciate your kind words and will share your feedback with her.Kind regards, Ros
1/5
Trustpilotthere is no warranty service
It is very disappointing that no one from DWH has contacted me! Don't fob me off anymore!There are window issues, and the garden lacks drainage pipes……However more than 2 months, DWH remains silent and has not responded.Though there is a 2-year warranty after the home sale, it is really difficult to get a response from DWH. I've tried emailing and calling them many, many times, but there is no warranty service.
Good afternoon. I'm sorry to hear of your experience and would like to pass on your feedback to the relevant team. Where we are unable to locate you on our system we have instructed Trustpilot to gain further information, please do add your development and contact details to any correspondence and we will ensure your comments are passed to the correct team. Kind regards, LilyUPDATEGood morning. Thank you for providing your contact details. I'm pleased to hear that you have now been contacted regarding these issues. Best wishes, Lily
5/5
TrustpilotEfficiency of Ashleigh Deal
I wish to commend Ashleigh Deal (and DWH) of the South Midlands Division, for the efficient and sympathetic manner in which she handled the replacement of a faulty and non working appliance that was still under the manufacturer’s warranty (not DWH’s)that I had been unable to resolve for a period of time. The matter was successfully dealt with, and a replacement ordered, delivered and working within days.
Hi Anne. Thank you for taking the time to leave this review, we’re really pleased to hear of the service you received. We’ll make sure Ashleigh gets to see your great feedback! Kind regards, Lily
5/5
TrustpilotGreat staff and lovely house
Staff always made us feel welcomed and took everything into account. Always so friendly and helpful.House is lovely, really pleased with the build and finish of the house.
Good morning,Thank you for taking the time to leave us a review. We are pleased to hear you are happy with your new home and of the service you've received. Wishing you many happy years in your new home. Kind regards, Ros
5/5
TrustpilotFirst Class Job by ColinB@BDWSW
Colin came to our home today to put the finishing touches to a repair we'd had done to an internal doorframe. As with the previous couple of occasions he's been, it's a first rate finish and you'd never know there had been a repair done.He is always respectful of our home and keeps the working area very clean. He's also a really pleasant chap which is important to us.In our opinion, he's a big asset to DWH.
Good morning,Thank you for taking the time to leave us a review. We are pleased to hear you are happy with your new home and of the service you've received. Wishing you many happy years in your new home. Kind regards, Ros
5/5
TrustpilotThe Needingworth site near St Ives
The Needingworth site near St Ives. The site manager is clearly very good and this feeds down to the assistant manager and all the staff. While we have had some issues, they have done their best to get these sorted in a timely way and I therefore rate them highly. DWH are shortly to complete and leave site and it would be easy at this point to ignore issues. We are talking about pop up wastes not working etc. We bought a show home which I assessed as being built to the best they could do and I think that assessment is proved correct. Logically, if you walk around a show home and things do not look good, you can bet that the non show homes will be worse. Having bought 2 brand new houses, all the standards boil down to the attitude of the site managers and this feeds into how the site is built and run with issues being addressed. Stephanie who ran the sales office was excellent but the assistant site manager has also been really good. Getting all the components sorted out, can be a complex business and it must be quite complex across 120 houses. So a 5 star review and I am not given to making that assessment very often. Would I recommend buying a DWH House.....well on the experience we have had yes but it does depend on how good the site manager is and how he sets those standards. Standards on 1 site do not mean that works across all DWH sites and therefore you need to assess very carefully if you are content to put your money into a property. No new homes are issue free, as have lots of parts that can fail but equally no older homes are free of issues either.
Good morning,Many thanks for taking the time to leave this review. We’re really pleased to hear you're happy with your new home and the service you received. We’ll make sure the team gets to see your great feedback! Thank you for choosing David Wilson Homes for your new home. We wish you many happy years of memories. Kind regards, Ros
5/5
TrustpilotBeautiful homes, brilliant sales team.
I'm at the early stage of buying a home. We have been guided by a brilliant team at West Meadows. Cramlington. Michelle is brilliant, patient and so knowledgeable.
Good morning,Many thanks for taking the time to leave this review. We’re really pleased to hear of the service you received. We’ll make sure Michelle and the team gets to see your great feedback! Kind regards, Ros
5/5
TrustpilotGreat customer service
Michelle is always there to help with any queries no matter how big or small and she has explained everything really well and made the process really simple and stress free
Good morning,Thank you for your kind feedback about Michelle. We will make sure she sees this and she will be delighted. We wish you many happy years in your new home. Kind regards, Ros
4/5
TrustpilotNo major issues
No major issues. House is beautiful. Maybe moved us in a few days early as there is some things that need doing still.
Good morning,Thank you very much for your great review! We wish you many happy years in your new home. Kind regards, Ros
5/5
TrustpilotKnowledgable, professional with excellent customer support
Katie at the Overstone site was friendly, helpful and professional. She was very patient when we kept asking to go back to available houses to double check on details. She gave us plenty of time to discuss things and was very knowledgable and able to answer most of our questions. The odd time when she wasn't able to provide a complete answer, she reached out to experts in a timely manner to ensure we had the necessary information. Katie’s colleagues in the office were also very helpful and supportive. Extremely satisfied with the service we received each time we visited the site prior to our reservation.
Good afternoon,Thank you for taking time to leave your review. We’re really happy to hear that you have been so well looked after by Katie and the team. I will pass your feedback on and they will be thrilled. We wish you many happy years in your new home. Kind regards, Ros
5/5
TrustpilotI have an issue with my back and front…
I have an issue with my back and front doors Mark and John from the customer care team diagnosed the problem ordered a new back door and refit of the front…. Previous fix of the back door didn’t totally resolve the issue but hopefully Mark and John’s attention to detail and solutions will. Looking forward to all being resolved in the near future and the flooring and skirting boards finally being able to be put back on
Good morning,Thank you for taking the time to leave this review, it is very much appreciated here at David Wilson Homes.Kind regards, Ros
5/5
TrustpilotAngela was extremely good sales lady
Angela was extremely good sales lady . & explained well. & information mortgage advisor & solicitors
Hi Judy. Many thanks for taking the time to leave this review. We’re really pleased to hear of the service you received. We’ll make sure Angela gets to see your great feedback! Kind regards, Lily
1/5
TrustpilotNever Ending Drainage Issue
I have a drainage problem due to an inadequate soak away drainage system installed and "maintained" by these jokers. I have logged several calls which supposedly get escalated internally and then are completely ignored. I have written formal letters and e-mails, which supposedly get sent to the relevant departments and they're subsequently ignored. Bottom line is that if you're buying one of these homes, you had simply better pray that you get lucky and never need them for anything. Together with my MP and local counciller I'm preparing a case against them.
Good morning,I am very sorry to read your review and hear of your experience. I have transferred your comments to the appropriate management team and asked that someone contacts you to discuss these issues.Kind regards, RosUPDATE:Good morning,I understand Sarah from our customer care team has been in contact with you about your review.Kind regards, Ros
Where the same review appears twice we show it once. We leave out reviews that name another agent or another of the brand's offices.
Tell us what you need and we'll put you in touch. Duchy Homes hasn't joined The Trusted Agent yet, so we'll pass your enquiry to them or to up to three other top-rated agents near Hartlepool.
