Jones Homes reviews

★★★★★ 1/5

Trustpilot

Just an update ..

Just an update ... as each day passes finding more issues. Latest is - one of the windows is 10mm out (angle from top to bottom). Requested to be financially compensated as to repair means window to be ripped out with surrounding area needing repair including replastering - but Jones don’t do that they want you to experience more disruption, filth and misery. Our garden “patio” still pools with muddy water every time it rains ... which Jones will send you a weather report to try to justify. On one occasion because my husband said the water had eventually drained away, they took that as us agreeing it was not a problem! Wish we could put photos on here of our house of horrors. We had yet another leak through the hall ceiling where the plumbing contractor had not lined the drain up to where the drain of the shower tray was.... just lots of mastic holding it. Having used the shower for a couple of weeks as we were standing on the tray it obviously disturbed the mastic. The company used to fix the leak are great and such a shame they were not hired during the build of this house. However, in order for the repair to be carried out they had to access from below through the hall ceiling; which Jones said they would repair again (previously all repainted due to previous leaks and door frame repairs and staircase refitting mess ... oh and all the other mess with floors having to be ripped up etc, etc.) We asked Jones to stainguard, repair, fill and repaint fully not patch up. Yep you guessed it we got a patch up job which now requires further repair. The whole experience has been a nightmare.... we actually though before Christmas last year we were starting to feel we had a home with all new lights and out artwork up.... but we find ourselves in email battles with Jones customer service again. STILL waiting for a replacement front door and frame which apparently has been ordered now ... only taken almost 2 years.Customer Service will give you the cold shoulder when you start to get on their nerves for having the audacity to continue to complain... anyone would think they paid us to live here. They will turn their tardiness back at you too ... the time this has gone on for is completely unacceptable yet it’s apparently our fault as a couple of appointments were cancelled due to illness by us ... sorry for being in hospital with sepsis Jones homes! Think that shrinks into insignificance compared to our taking leave, days of sitting in with no trades turning up and when they did many caused more damage and problems. According to Jones we have delayed things further by requesting certain tradesmen to carry out work .... yep we requested the ones who were polite and knew what they were doing not leaving our house with more damage caused.We cancelled the last booked visit due to the enhanced measures for Covid brought in for the Preston area stating not to go in to other people’s homes. We got a bit of a snotty response from Jones for doing that. However, customer service wouldn’t visit due to restrictions and their safety but were happy to send in their technicians.We sent a copy of the reviews on here along with some NHBC guidance relating to plumb and level windows/doors and water pooling within 3metres of the property. They made no response to the reviews and NHBC guidance regarding water pooling up to our patio doors. They did say (note the sarcasm) “we are aware of our obligations in regard to NHBC guidelines and work closely with NHBC but many thanks for your attachments” Pity your awareness does not filter through to working by the guidelines Jones Homes - you’re a disgrace.So many poor reviews on here.... a red flag for potential purchasers... be warned! We are currently in contact with professional services for advice. DO NOT BUY A JONES HOME

EW · 6 September 2020

★★★★★ 5/5

Trustpilot

Ben Marriott from customer care

Ben Marriott from customer care always goes above and beyond when sorting out our snagging bits and bobs in the house. He is a perfectionist and very friendly. He always makes sure we are happy with the work he has done and leaves the house as he finds it. He is a credit to Jones Homes!

Jade · 14 August 2024

★★★★★ 5/5

Trustpilot

Sunfield: a big thank you to Julie Robers, Vic, Charlie and the whole team!

From the first time we went into the sales office the excellent and professional support from Julie helped us through the whole purchasing process keeping us well informed. It was a pleasure to deal with Julie, her naturally charming, approachable personality and responsible attitude was highly appreciated and put us at ease.Once we moved in, we had several snags which you would expect with a new build. The site manager Vic Thomas and Charlie arranged to resolve the snags quickly. We appreciate the work done by everybody who came to do the repairs. All work was done professionally and to a high standard.The house is nice and warm, not to mention in a superb location. A great option for us was to choose tiles, floor, etc in advance to personalised the house to our taste ready for when we moved in.

Ian · 6 December 2024

★★★★★ 5/5

Trustpilot

At all times the staff were helpful and…

At all times the staff were helpful and cheerful I would recommend Jones Homes

Patricia · 23 December 2025

★★★★★ 1/5

Trustpilot

Appalling homes

Appalling homes, appalling company. Our build was delayed for months. Once in, we've discovered they're useless builders using cheap materials and incompetent subcontractors. Problem after problem after problem. We've had scaffolding up twice to repair our leaky roof. The roof still leaks! The top floor toilet was not fitted properly and leaked on to the floor below. The middle floor toilet was not fitted properly and meant our water usage and charges sky-rocketed. Internal door handles breaking. External doors not fitted properly and let in the cold. The kitchen is cheap and falling to pieces. I could go on. Shameful company, dreadful customer service, who'll probably respond to this feedback with more lies and a promise to address problems. I've contacted the NHBC a number of times, it seems this is the best way of getting action. I cannot write anything positive about the company. They should be ashamed.

S · 9 January 2023

★★★★★ 5/5

Trustpilot

friendly trustworthy approach to the sale procedure

great house for us , on an excellent site with good view and great build quality

Ian · 2 December 2025

★★★★★ 3/5

Trustpilot

Sales team helpful throughout the…

Sales team helpful throughout the process of buying keeping us up to date with progress and so far the site team and customer services have been very helpful with the snagging that new builds usually go through. However we experienced something that I can only describe as underhand and dishonest. As we came up to exchange of contracts we were told that they were tweaking the plans. We found out later that what they were actually doing was removing a footpath directly outside the property meaning people now have to walk on our private drive. They have said that there was never a footpath there but we have a picture of a plan with it on and emails sent to us by mistake stating the footpath is to be removed from the plan. On further investigation we have found out that there was always going to be one but the change was made last minute. We have requested a phone call or a meeting with one of Jones homes directors and look forward to hearing from them in the new year.

Nicole · 24 December 2022

★★★★★ 5/5

Trustpilot

We’ve had an amazing experience and so…

We’ve had an amazing experience and so much support from Denise over our move to a Jones’s home. We never thought it would happen and we visited the site every weekend and nothing was too much trouble for her. She is very knowledgable and a lovely person, we are very happy to be finally in our home. Alison and Gary

Keith · 13 May 2024

★★★★★ 1/5

Trustpilot

What a disaster

What a disaster. Currently waiting for a refund of our deposit for over 1 month. Can't even seem to put a stamp on an envelope. On the 1st of February, before paying the deposit and signing the reservation form, we were told by the sales representatives in the show home at we had to visit (our site didn't have a show room) that all the displayed cupboards, tiles and samples were part of the included range. There was a little confusion regarding this, however they made a call to head office while we were there to confirm. On arrival at the meeting on Thursday 6th February we started the process of selecting cupboards and bathroom tiles based on this information, but after around 45 minutes were interrupted by additional calls to head office, resulting in the new information that for our site • The cupboards that we selected were an upgrade• The tiles we selected for the en-suite were an upgrade• The tiles we selected for the family bathroom were an upgrade.While we were there, further information was sent through via email to the sales representative, including pictures and prices for the tiles that were available at hillside green. There were no samples for the majority of these and some of the documents stated ‘prices correct as of 2017’, which caused further confusion. We were told that we had to make decisions on which tiles we would like for the bathrooms immediately and also pay for any upgrades there and then with no chance of a refund should our house not be sold within 8 weeks.We had visited the site regularly to look at the property and track its progress and jumped straight into the sale of our current property, paying for the house to be professionally cleaned before photos were taken. We had also priced up extras with a total cost of around £15,000 that we planned on purchasing from Jones Homes.The whole purpose of buying a new home from Jones Homes was awful. We paid a reservation fee and we ended up in a situation where we had less than 24 hours to select and pay for tiling options, all to be selected from black and white print outs from brochures that were provided to the sales representatives at the last minute. We both took holidays from work and placed our son in nursery for an additional day to ensure that we had the time required to make the decisions, but ended up being completely disillusioned with the entire process. We felt pressured into making decisions and paying out a lot of money there and then and the whole process was entirely unprofessional. As a supposedly honest and responsible house builder we feel that they misrepresented the sale, by changing what was on offer partway through what was supposed to be an enjoyable meeting where we selected our dream kitchen and bathrooms, whilst paying for the electrical options that we desired. The constant changes to the agreement that we entered into and the pressure to spend an additional ~£1,800 on the spot forced us into pulling out from the house purchase. We felt forced into this position and are extremely upset with the way that this sale was handled by Jones Homes.Due to the incompetence, lack of information, unprofessionalism, changing of the agreement and absence of any planning from Jones Homes Head Office we had no option but to withdraw from the purchase of this home. It was clear that the sales of our plot in Hillside Green were being done in a complete rush with no thought to the purchasers.Beware!

Elaine · 3 March 2020

★★★★★ 1/5

Trustpilot

Even More New Build Quality Issues After 14 Months

Posted a previous review after moving in which was pretty damning . More problems due to substandard workmanship continued for months including floors being taken up (floor tiles in en-suite cracked due to the hall, master bedroom and en-suite floors creaking and moving). So many other internal and external issues like garage flooding due to acco drain not being connected properly ... Too exhausted with it all to try to list on here. Thought things were improving finally and hoped to voice a bit of positivity on here but sadly not the case. En-suite shower leaked for 4th time through hall ceiling recently after using it for only 2 months (moved into our master bedroom just before Christmas due to all the different jobs required and the mess that went with them). A new plumbing company who seem really good, professional and knowledgeable (which is great) are being used by Jones at the moment (they got rid of their original plumbing contractor due to the volume of repairs coming out of the woodwork thanks to their plumbing handy work). The new company found the shower drain was incorrectly fitted with a joist in the way (not dealt with previously other than filled with a ton of mastic distorting the seal - a plumber from the old company and one of the old site managers on the development were present, so must have seen the issue then and hoped the patch up would be fine. This was prior to floors and tiles being ripped up). Now we find the shower will have to be ripped out ... which means tiles off again and all that goes with it. Yes Jones are putting it right but seem to not want to recognise the affect the whole upheaval and mess of these repairs have ... it’s meant to be a home. We have had no more than 2 months without workmen in the house ... we’ve been in for a year and 4 months currently ... and so it continues. There has been some serious ill health whilst this has all been going on but right now with the existing issues and yet another big problem due to the poor build quality I’m on the verge of a nervous breakdown ... the stress all of this has also created a massive strain as a couple - all we wanted was a nice new home. We expected some snags but did not imagine for one moment it would be months of misery. It’s been hell - so do yourself a favour and choose another builder.Pleased for those of you who have had a good experience so far and been able to leave positive reviews and sincerely hope it remains that way for you. Would not wish our experience on our worst enemy.Having read the number of negative reviews on here (71%!!!), it may be a good idea to try to work collectively to get Jones Homes to admit how poor a standard some of their homes are and accept responsibility for the huge upheaval and stress it has caused people, leaving us feeling we have overpaid for a promise of a lovely well built home that has not been delivered. Please feel free to contact me at the following email address should you wish to voice further your personal experiences and discuss taking further steps as a group: newbuildissuesgroup.jh (then at symbol needs to be typed before btinternet.com as cannot put full email address in a review)

EW · 20 February 2020

★★★★★ 5/5

Trustpilot

Excellent customer service and build quality

Excellent customer service, Gail looked after us really well and was a mine of useful information, steering us through the process expertly. The quality of the build is far superior to other new builds that we viewed and the building after care is excellent. Neil the site manager was really helpful.

Jill · 19 September 2024

★★★★★ 1/5

Trustpilot

We went to visit the new show homes at kendal

We went to visit the new show homes at Kendal. We were extremely dissapointed. The first impression of the houses was good, however the gardens had been laid with turf looking like a ploughed field.On entering the house the woodwork around the doors and skirting boards were very rough and obviously had not been prepared prior to painting.There was paint on the floor near the skirting boards which were very dirty in some cupboards and corners. The oak stair case still had pencil marks where the joiner had cut it. Overall we totally dissapointed with the final finish of these houses. We will definitely not be buying one of Jones homes.

Ian · 20 April 2019

★★★★★ 1/5

Trustpilot

Absolutely shocking.Customer Service…

Absolutely shocking.Customer Service ,What is that?.Purchased a property with a garden that has bumps (waves)like the ocean,Neighbours gardens completely sodden and flooded.Grass is the cheapest possible backing showing throughout.Jones like to do a “60 minute makeover”(smoke and mirrors springs to mind).Its to give you the view of everything being perfect, but Underneath everything is done on the cheap.Amtico with no Damp proof membrane, any fitter would advise this is done on a new build!!.Take your money and run.Customer service ignore you for weeks and weeks.One neighbour contacted Mr Jones for him to basically not care at all.What a fantastic business you are running.!!!!.We wish we hadn’t given you a penny. All gardens are now being redone and a lot of flooring where people have bought through Jones are being replaced.And you want to give this company your money?.

Amy · 19 April 2019

★★★★★ 5/5

Trustpilot

Philippa is a Wonder Woman!

I wanted to write a review about Philippa in the Treeton office. We are in the second month of moving into our home, and I am not sure we would've felt as comfortable buying a home without her.Her customer service, honesty, and patience were all second to none and she has made what could have been a very stressful buying process so peaceful. She kept us updated, kept in contact with us to give us updates and let us know when she'd be back from any leave so we weren't left in the dark.She helped us pick the plot we have which is fantastic with lovely views and a perfectly sized garden. She was honest with us from the word go and helped us make decisions in line with our budget with her helpful but never pushy advice.Every Jones Homes estate needs a Philippa!!!!!!Thank you so much!

Paige · 29 September 2022

★★★★★ 5/5

Trustpilot

I have nothing more than praise for…

I have nothing more than praise for their customer service and workmanship.A few issues arose and they did not hesitate to send a Joiner around to fix the issue, even after 4 years of my initial purchase.Particular praise to Sue Ward Customer Care Co-ordinator, who has always resolved any issue with minimum fuss

Andrew · 1 August 2024

★★★★★ 5/5

Trustpilot

wonderful new home in Cottam

wonderful new home in Cottam. My sales advisor Jordan is an Asset to this company and although we had tough times ahead ( due to legalities) and no fault of Jones homes, Jordan stood by me and kept me upto date, even out of his working hours. My new Home is simply wonderful and was presented to me on the legal completion day by Jordan and he really gave it his personal touch. its such ashame that most people only write negative reviews as i have had a wonderful experience, great salesman, great company and great finished product, the finishes are second to non.

Mary · 16 November 2018

★★★★★ 1/5

Trustpilot

Currently having a terrible experience

Currently having a terrible experience. What should have been an enjoyable experience buying our first home has become a nightmare and that's from somebody who does conveyancing for a living! After reserving in January we have still not got a completion date. We have had hardly any updates from Jones Homes and we have even had numerous incorrect updates. After being told at reserving build complete was estimated for July 2018 we exchanged contracts and have a long stop date of 30th November. We made our choices in August and were told by the site manager after complaining that these had not been received in October. We have been offered nothing by way of compensation and now the sales office expect us to pay for a new valuation to obtain a new offer due to their delays and they will refund it on completion!!!! We aren't even sure we want to complete anymore. My bathroom tiles I chose have been sat on the driveway for over a week and after visiting every day there has been no workmen in sight on my house for over a week. Terrible customer service, no help, no compensation. Very quick to take your money for any extras but then not interested in completing anywhere near on time. It seems the sales staff are more interested in talking to you about themselves than sorting out your home. Once they have your reservation fee good luck in completing when you expect. Ours is months after and still no end in sight and not even an apology. Terrible!!!! I deal with many other builders who are much more professional and I had always believed Jones to be one of the best builders. Think twice unless you can wait forever.... We have lost lots of money thanks to this firm and they don't even respond!

S · 13 November 2018

★★★★★ 5/5

Trustpilot

Karen @ customer services walnut grange

Karen in the sales office at walnut grange is very hard working & it’s been a pleasure to deal with Karen from the start to the very end . Jones homes are very lucky to have Karen as you don’t get many staff like karen, very professional & polite at all times.

Harry · 13 August 2024

★★★★★ 5/5

Trustpilot

Amazing home from jones

Unbelievable experience from start to finish all the jones team have been more than helpful from sales people to the foremans of the site more than happy with the standards of our new beautiful happy home it's perfect.big thanks to my plastering contractor jacksons plastering and the contract managers who have helped us and gave us the chance to plaster our own home such a great experience.

Simon · 21 August 2023

★★★★★ 5/5

Trustpilot

No pushy sales and never felt pressured…

No pushy sales and never felt pressured to proceed. Action taken straight away when small problems were reported. Quality of our new home is much more than other builders we looked at. More space and more higher end items included as a standard e.g big shower head on showers

Karla · 15 August 2024

★★★★★ 1/5

Trustpilot

Avoid Jones Homes New-Builds.

Avoid Jones Homes New-Builds.Over 200 snag jobs, terrible customer service, they don't care once you've exchanged contracts.House was a mess on moving day with dust and grime everywhere, Jones won't make amendments to snags that they are responsible from messing up in the first palace due to inept sales advisor admin errors.The whole build has just been rushed and is a complete mess.Avoid any new build from Jones Homes, especially in Lancashire.

Chris · 10 August 2020

★★★★★ 2/5

Trustpilot

Good sales process & quick to react to any concerns . However concerned that things keep coming to light

Really good sales process and very diligent when it came to correcting where there were snagging issues.

Mark · 4 September 2025

★★★★★ 1/5

Trustpilot

Jones Home are bullies

Jones Home are bullies. They don't have a duty of care to the community of the area they are build in. They are coming a

Mr · 3 April 2026

★★★★★ 5/5

Trustpilot

Incredible service and incredible home

Incredible service and incredible home. Having recently been let down by another well known national house builder, it’s been an amazing experience from start to finish with Jones Homes. Staff have been super helpful and the house has been finished to a good quality inside and out. Would highly recommend!

Jason · 15 August 2025