Trusted Agent profile
★★★★★
84 reviews across 2 platforms
Platinum Place, Madeley, CW3 9HT
Duchy Homes's Madeley office at Platinum Place is rated 3.7 out of 5 across 84 reviews on two platforms, including 1 Google review rated 1.0.
Every review we hold for the Madeley office, from every platform, shown as written. First names only.
5/5
TrustpilotGreat product and fantastic customer…
Great product and fantastic customer service! 😃
Hello Jim, thank you for your review. We’re really pleased to hear you’re happy with the service you’ve received so far., Team Duchy
1/5
TrustpilotThey dont honour their warranty and…
They dont honour their warranty and comr up with execuses yo sneak out of it. It took them ages to do the landscaping and was been charged for it even though it wasnt done. Find better developer to buy from
1/5
TrustpilotAbsolutely unacceptable build quality and zero accountability
I purchased my Duchy Homes property in June 2022. In October 2025, I noticed a water patch appearing on the ceiling of the utility room, directly beneath the ensuite bathroom. What followed has been an exhausting, expensive, and completely avoidable nightmare.
2/5
TrustpilotPoor customer service
The buying process was fantastic and very professional. However the customer service is absolutely shocking. We are still waiting for snags to be rectified a year after purchasing the property! Our shared driveway is sinking due to incorrect preparation of the ground prior to block paving. The kitchen extractor fan supplied was pathetic and took a year to replace however we are still waiting on the corresponding kitchen unit to be replaced as part of the repair.Overall the fit and finish of the house is what you would expect for the price but the customer service team need replacing as they are useless!
5/5
TrustpilotFrom the moment you express interest in…
From the moment you express interest in the site your welcomed with a friendly smile and sage advice on the site , available properties and how to proceed.
5/5
TrustpilotPaula had a very flexible attitude to…
Paula had a very flexible attitude to helping us pick a property. She arranged access to unsold properties so we could see them empty. This is something other builders would not do.
1/5
TrustpilotAvoid
They don’t deserve one star Our development is void of any Duchy staff now with one house still to be sold through an agent , the communal green spaces have been left to overgrow and have not been touched in months , duchy have got our money and left us with a very untidy , unkept estate , they came and tarmaced roads and paths but did not get rid of weeds first so they are growing through , another 5 star service from Duchy NOT
5/5
TrustpilotHappy with our new home
Recently moved into our dream home Centurion Walk in Micklefield. We have had a few minor and other issues but nothing that could not be corrected. That's when it comes down to good site Managers. The two we have are Harvey and Luke and they will go above and beyond to make sure things are put right. You may be thinking well that should not be happening but these things do unfortunately and this is our second new build but this house is on another level.Great communication from start to finish on our purchase and very happy indeed.
5/5
TrustpilotWYNYARD - WOODLAND MANOR.
House purchase Woodland Manor Wynyard June 23I want to thank the Duchy team for providing us with our lovely home .We want to compliment the team from sales to site staff for their amazing work , quality craftsmanship & service that we have received from reservation to after care of move in date.Key qualities that stand out are as follows:Trusted reputation of an award winning builder ( all external tradesman that we have had in our home have commented on the quality of the property & design) .The build was on time & site visits were handled professionally & were very informative.Ease of regular communication has been excellent throughout all questions were speedily answered and key updates were provided.Commitment to customer service has been second to none.The build specifications & extras purchased met the set out standards & were to a very high specification. All of the few/ very minor snags were addressed quickly & effectively.A special mention for Christine, Sales , Gary Site Manager we wouldn’t know what we would have done without them friendly, efficient & effective great customer service & very knowledgeable & supportive throughout.Praise for the full team for a positive experience with a quality home at the end of the journey.Highly recommend & would purchase again from this builder. The Potts family
5/5
TrustpilotHigh quality, very happy!
Having never bought a new build off-plan before, it was wonderful to be kept up to date regularly on the build progress. From foundations to completion, the service received from the sales team was second to none. They were able to explain the whole process without complication and were frequently in touch with my solicitor to keep tabs on all legal matters, which ultimately helped reduce any stress I had.As my reserved plot was the first of this type of property, I was impressed by the visual tools available inside the marketing suite which made the whole buying process easier than expected. I was able to get an idea of what the inside of my new home would look like without needing to travel to another site.Overall, I'm very impressed with the quality of my new home and whilst minor snags have occurred as expected on all new builds, I can only prise both the customer service team and those on site for their professionalism for rectifying all issues quickly.
1/5
TrustpilotAppalling … DO NOT PURCHASE OFF THIS…
Appalling … DO NOT PURCHASE OFF THIS SHODDY COMPANY!1- Wrong Kitchen installed on handover2- wrong tiles in En Suite3- kitchen sink fell through worktop after three days4- chimney leaking, in the first 156 days scaffolding was erected for 127 days. Three chimneys later and debris left on the roof…..5- retaining walls installed incorrectly with no drainage behind and built as double the height of the “As Built” drawings6- Garage leaking in water and told by Paul Moran that a garage is not a water tight building….. it’s not built as a swimming pool either was our response.7- Three out of four cisterns damaged so walls had to be removed for access and repairs.8- kitchen units replaced numerous times due to splitting and bubbling. On one occasion 12 doors were replaced at one visit.9- Electric oven leaking water, replaced three times, now on fourth oven which still leaks. Engineer who came to the oven said it’s a badly designed kitchen.10- window vent fallen off in en suite, this was either deliberately broken off to tile above it our damaged when tiling as the tiles fit below the vent fitting.. 11- contractors urinating outside our property.12- contractors power washing their van outside our front door that have not even been working on our property.The customer “don’t” care is appalling. Linda books in engineers, confirms via email time and date, they still turn up at the wrong time, then always start their email by I’m sorry for the misunderstanding. Enough said….
5/5
TrustpilotFirst Class from start to finish …
Purchased a 3 story town house at The Meadows Sunderland in June 2024. From the initial greeting by Paula the sales consultant to the excellent help and servive provided by Liam the site manager, I could not be happier. The spec and standard of the property is first class. Both Paula and Liam are an absolute credit to Duchy homes and I would not hesitate to recommend.
1/5
TrustpilotBiggest bunch of liars and cheats I…
Biggest bunch of liars and cheats I have ever come across with absolutely appalling customer service. We moved into Grimsargh over 2 years go and have been fighting with Duchy to sort out major structural problems ever since. In the end we had to employ a structural engineer to prove that what they had built was totally wrong. They eventually accepted that they were wrong and agreed to put things right and as way of an apology offered various things in compensation.Then when they found out how much it was going to cost them to rectify, they withdrew the compensation offer.Don’t trust them at all.
5/5
TrustpilotPurchase of the Ripley Show House…
The process to purchase was relatively easy and was helped by the professional sales executive ( Christine)on site at Elwick Park Hartlepool..
5/5
TrustpilotThe best new build experience...
We have bought houses over the past 60 years and have never experienced such first class service as we have throughout the process of buying on The Duchy Meadows development. The actual build is first rate and absolutley no snags. Excellent care and guidance from the sales representative. The site manager and his whole team were very helpful in explaining the works of the house and genuinely want buyers to have the best possible experience and home.
5/5
TrustpilotExcellent.
We purchased our new home at Centurion Walk in Micklefield in December 2023.We received excellent service from Gary as selling our old home was not straight forward, but he did everything he could to help.The specification of the house is really high quality and the small number of snags that were found were resolved quickly by the site manager and customer care team.This is 3rd new home and would be happy to recommend Duchy Homes.
1/5
TrustpilotAvoid - shocking customer service.
Avoid. Awful customer service. They don’t attend to issues in a timely manor. The Site Manager doesn’t seem bothered either. Customer services when you call provides excuse after excuse. More attention needs to be given to the after care they provide.
I am sorry to hear you are experiencing issues with our customer services, if you could provide details I will look into these matters further. Please email customerservice@duchyhomes.co.uk
1/5
TrustpilotZero stars !!
If I could give Duchy zero stars I would. 2.5 years since moving in and we STILL have ongoing snags ! The response we constantly get from customer service is … we will chase this up ! I’ve never known it take so long …. We had a redrow new build prior to duchy and never had an issue ! Labelled themselves as luxury and exclusive…. Far from it !!! Also ask about who they rent the social housing too … ours are now filled with drug dealers and anti social behaviour … so much for the luxury development it sold itself as ! Just avoid at all costs they have been nothing but a nightmare !
1/5
TrustpilotInconsiderate, and disrespectful to existing land owners
I am a new-build home owner and would be the last person to discourage people from buying new, but Duchy is the exception.I live on a site directly opposite from the Duchy development in Leeds and they have been nothing but disruptive, disrespectful and down right rude. I have had the pleasure of inhaling second hand smoke from the builders who can see into my garden clearly, and would have noticed my big pregnant belly but choose to light up a cigarette whilst hanging off the balcony of their site office. I cant enjoy my garden 5 days of the week, and even on hot days I need to keep my windows shut just so I don't have to suffer. On one occasion I caught them peering into my garden, and winding up my dog by 'barking' at him. They have also dumped a huge 4 meter soil pile at the back of my garden fence which blows dust and soil into my garden. This was not on their original plans so I am not sure why it is even there. I have emailed them repeatedly regarding these issues, even reaching out to the managing director personally but sadly they have just completely ignored my concerns. Judging by the other reviews here I would never buy a Duchy home, and certainly would discourage other people from doing so as they aren't even organised or competent enough to respond to emails. God knows what they are actually like at building houses.
5/5
TrustpilotAlways helpful
Reserved our Duchy Homes property with Michelle, we’ve visited the site a few times and Michelle has always been really helpful and answered all our questions, nothing has been too much trouble .
5/5
TrustpilotAll staff have been very helpful
All staff have been very helpful, understanding and patient Very quick to answer any questions or follow up queries Never felt pressured or rushed at making choices
1/5
TrustpilotPurchased our home 2 and a half years…
Purchased our home 2 and a half years ago. Initially the snagging seemed to go ok, but some repairs didn’t get completed. 2 years later a significant issue still isn’t resolved. Duchy do not reply to you properly or at times just not at all leaving you to chase. Duchy are very quick to blame others taking no responsibility for their decision of sub contractor. I would avoid buying from this company unless you are prepared to put in a lot of time and effort for issues to be resolved with them.
5/5
TrustpilotAlthough my house purchase is just in…
Although my house purchase is just in the early stages I have been really pleased with how helpful the team have been so far.Nothing seems too much trouble.
2/5
TrustpilotReally disappointing customer service- definitely not 5 star!
Duchy homes suggests they provide a 5 star service when in reality, I have not found this to be the case. Sure, when you first move in, they are more responsive and keen to sort out issues but then once they get their feedback they quickly move on. In my opinion, if they issues their customer service feedback 6 months after you've moved in, they would see they are not a 5 star customer service company. My advice would be to get all of your issues resolved before completing their feedback form. They are more likely to prioritise you then. After a good start, I'm really disappointed with Duchy and I would not recommend them anymore. We had issues with our windows not closing and it took months to sort this out, right as the weather was getting colder and with a newborn baby in the house. We had to chase them constantly to sort this out with their suppliers. We have issues with our kitchen light switch not being in the correct place. Even though they have resolved this for other houses with our design, they are not willing to rectify this for us. Just really disappointing!
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.
Duchy Homes's Madeley office has 84 reviews across two platforms: 1 on Google, 83 on Trustpilot (across the whole business).
Duchy Homes Madeley is rated 3.7 out of 5 across all 84 reviews, and 1.0 out of 5 on Google from 1 reviews.
Duchy Homes Madeley, Platinum Place, Madeley, CW3 9HT.
