Tilia Homes Northern Stokesley reviews

★★★★★ 1/5

Trustpilot

Shocking Customer Service

At time of writing, I've been waiting a full 7 days for a simple call back from Tilia, having left 3 separate messages with their reception team. Not a great start. If you're looking for swift communication and good customer service then please go elsewhere. One of their reception team even hung up on me this morning, which was a particular low point.I'm an investor with no chain and a healthy deposit to put down, but they don't seem to be very interested.

Richard · 8 December 2021

★★★★★ 5/5

Trustpilot

Fabulous service and support

Due to recent unexpected circumstances, I needed to sell my family home and downsize. It was a difficult time for me and my family and I was very emotional about moving. Fortunately though, I decided to buy a new home at the Langfords development not too far from home. The sales director Julian Long and his assistant Anita, were so kind and supportive towards me as they knew how difficult my situation was. Ok, some may say that they are sales people and it's part of their job, however they have been at my side every step of the way even after I signed the contract. Julian has answered my stressed out wine induced after hours calls to reassure me. Anita looked after my disabled daughter and walked my dog when I turned up with my tape measure to check furniture fittings etc.Thank you so much for being there for me.

Mrs · 30 November 2021

★★★★★ 1/5

Trustpilot

Disappointed

Tilia Homes after-sales service is horrible. Before sales, they provided an excellent service which at that time it was under the name of Kier Groups. My new build house is under first-year guarantee and there was a leakage in the house. It has been more than a month I have been following up for someone to come and solve the issue. But still, no maintenance and plumber was contacted to visit the house. Don't recommend this developer for obvious reasons.

Maha · 24 November 2021

★★★★★ 4/5

Trustpilot

Beautiful location

Beautiful location. House is fantastic. Just wish the smooth move was a lot better. Felt like I did all the chasing. Would of liked a home demo appointment before I moved in

Mrs · 19 November 2021

★★★★★ 1/5

Trustpilot

We have been in our new build for over…

We have been in our new build(The Hawthorns Barnsley S71) for over 2 years now and although the house's are finished and sold,the estate is not finished and is very mis managed.Some owners are unable to contemplate moving(selling) as over 20 properties are still awaing driveways finishing.The progess of works are a joke is an understatement, quality of work poor, attitude to H&S is very poor.The amount of H@S hazards open to potential injuries are beyond worrying.Due to lines and levels not correctly followed some owners boundaries will be moved to rectify which is shocking.I will follow this review with photos if required.I believe this site is at a point of press involvement and directors/management to attend site and show some accountability to all the invidulals who have bought their properties.

Property · 15 November 2021

★★★★★ 5/5

Trustpilot

Furlong Heath Tilia Homes - purchase

My partner and I have recently purchased a property and had Ellie as our sales advisor. Despite the several hurdles we faced on our selling and purchase journey, Ellie throughout all of it supported us. She was communicative, clear with explaining reasoning of processes, understanding, empathetic and flexible when wanting to do site visits. We are very grateful for Ellie and the rest of the site team at Furlong Heath and are extremely happy with our new home!

Lauren · 15 August 2024

★★★★★ 5/5

Trustpilot

Briarwood

When we originally purchased our home everything was running smoothly but due to COVID the house took many delays but we are finally in! The sales team to begin with were good but one member did fail to keep us updated and was not helpful when trying to find out information about our first home and this did put a worrying thought in our minds However we were then passed on to Julian Long and if 10 star rating was possible we would be giving him 10 stars from the moment he took over our house he has gone above and beyond to make are final process the best experience possible, even on completion date when things took a little bump Julian did everything in his power to fix the issue and we will always be thankful for his service, trust me if you have Julian looking after you, you will never need to worry about a thing.Our home has been finished to a lovely standard and minimal snags we love are home!

Chloe · 7 November 2021

★★★★★ 1/5

Trustpilot

Poor post sales customer care

Customer service/after care is shocking. We have had multiple issues that remain unresolved. Phone customer service to log issues. (The correct way) Phone back 2 weeks later to ask for the list to be sent through to be told there are no issues logged against plot. When I have emailed i have received reply saying someone will contact me back. 8 weeks later nothing. The person on site who dealt with us initially has since left. The only plus side of the customer care post completion are the amazing handy man team of Scott and Dan. They go above and beyond. The site manager/contracts manager has now taken on our house and the big issues highlighted 17 weeks ago are getting sorted.

Jayne · 2 November 2021

★★★★★ 5/5

Trustpilot

Tilia Homes at Urban Quarter

We are so greatful and appreciative of the help and support we have received in purchasing our first house from Tilia Homes- Urban Quarter Bristol.Simon Jacobs who we dealt with, has been really helpful in assisting us in this process and helping us to achieve what we wanted. We were really impressed by how quickly he got things moving for us right from the start. It has been a pleasure to be assisted by Simon & we now look forward to our home being completed next year! Many thanks, Hannah & Ashley

Hannah · 18 October 2021

★★★★★ 5/5

Trustpilot

Wonderful Experience in Exploring Future Home

We have a wonderful experience in successfully finding and buying our new home in Urban Quarter of Tilia Homes after viewing many other existing houses and new build developments in Bristol. Mr. Simon Jacobs, the Sales Executive on site, is really expertized in providing information and explaining in detail on the location, fitting, construction upgrade and nearby facilities that are so essential for our daily life. The 5-star grading that I rate is not only based on the external outlook of the completed houses and the connecting streets, but assessed after exchanges of conversations with the new owners of the development. They frankly express that nothing is going to be perfect for any new construction, but sincerely appreciate remedial action on reported problems which are promptly responded and fixed. Overall, it would surely not be a surprise for buyers of the Urban Quarter to find their new homes with the fantastic outlook and magical surrounding so identical as advertised in the video of the Tilia Homes.

LOK · 17 October 2021

★★★★★ 1/5

Trustpilot

Buying a Tilia home was the worst decision of our lives.

Our Kier/Tilia Homes new build WORST nightmare. Our new born was HOSPITALALISED more than 3 times. Nose bleeds, breathing problems. Lack of weight gain. Just into first few days of builders attempt to resolve but one “snag” on the list resulted in our new born baby developing a VERY RARE CHRONIC nose infection two days after they started. It hindered her breathing, weight gain and overall development. The Doctor said she had NEVER seen anything like this in a baby so young. We mentioned that we were living amongst ongoing building work. So, the building works, exposed to plastering, drilling, building dust and air not being sufficiently clean to live in, that it was the most likely cause. Scary stuff. Nothing can explain the worry, stress and sheer fear Kier/Tilia have inflicted upon us.Not even an apology.And this is just the worst. Children scalded due to ridiculously hot water temperatures. Half a dozen 6 inch holes, metal sockets in the garden (from the advertising sign once was) that one of our children fell on and injured their ankle. Rude, insensitive and appalling customer service. Ignored calls, emails. Unfinished kitchen that they argued was not unfinished (missing kitchen units) just different to next door. It WAS unfinished and we lacked the storage we paid for for 7 months.Garden of rubble. When it came to looking outside to cheer ourselves up and plant some trees, a scrunched up “Kier” flag chucked and buried in our garden for flavour.It has been so so stressful, painful, tiresome and we are STILL going round in circles.One can tell Tilia Homes really don’t care. It’s all about the sell, once that’s completed, they really don’t care. I would avoid at all cost.(And, Tilia, please don’t send me one of your auto reply apologies just so it looks like you care, because we know (and I want to make sure that everyone else does too) that you really, definitely do NOT).Update: And, upon your auto reply request, I have sent our plot number, site and email. As expected, we have of course, heard absolutely nothing back, again.Update 2: Tilia, you are correct, Customer Service visited about 5 months ago. And STILL we suffer.It makes it all the MORE unbelievable that we are STILL waiting for outstanding jobs-issues in an incomplete, shoddy built Kier/Tilia new build house.STILL going round in circles. STILL our baby closely monitored since the infection.The point of this review is to make people AWARE of the situation we face. To give people a true idea of what Kier/Tilia really represents and so they know what they risk when they face dealing with you.Update 3: Other than the “look, we do care” auto reply for everyone to see, we have once again, heard nothing from you. Unbelievable.Update 4: As I said, yes, customer service came, they went and nothing has changed. NHBC are on their way next week.Update 5. NHBC came and agreed with EVERYTHING. It is a poorly built house.

CBF · 16 October 2021

★★★★★ 4/5

Trustpilot

Whitethorn Gardens Development…

Whitethorn Gardens Development Buckinghamshire -As a first time buyer the whole process has been pretty positive! We have now been living in are home for 4 months and we have had very little issues. The sales process was good, apart from delays with actually moving in (which is to be expected with a new build) everything was smooth and there was plenty communication with the sales office and solicitor they recommended. Once moving in any snags where sorted quickly and efficiently with no problems. Even thought our initial 8 weeks is up so we should sort any other problems through customer care the sales office and site manager are still more than happy to help with any issues or questions we have. All in all it's been a pleasant experience and we are really happy with our home. Hopefully the good service will continue for if we have any issues in the future.

Caroline · 11 October 2021

★★★★★ 1/5

Trustpilot

Avoid Kier/Tilia for the sake of yourself.

Worst decision to buy. NHBC have been out and agree with us.Kier, sorry Tilia would not accept the snags, faults, missing kitchen units, poor plastering, dangerous plumbing amongst many other issues. NHBC has viewed and agreed with us on everything. Tilia has received the reports done even still does not contact us. At least now we know the NHBC will be sure it is resolved.We intend to take Tilia to court. It has been a nightmare. Stress, sheer mental & physical health has gone severely poor. Tilia has been uncaring, uncooperative and rude. Their work, hazardous, poor, inadequate and unsafe practise. Avoid.

Mrs · 10 October 2021

★★★★★ 5/5

Trustpilot

New Build First Time Buyers

Myself and my partner have had a fantastic experience with Tilia Homes on the purchase of our first home! They made the process enjoyable and smooth. All requests were listened too and taken on board. We have now moved in and know that if we ever need them they are there to assist with any concerns we have. Overall we have very much felt looked after, they are extremely friendly and approachable, can’t recommend enough! Not to mention the house is BEAUTIFUL. THANKS TILIA HOMES

April · 7 October 2021

★★★★★ 1/5

Trustpilot

Costumer service is AWFUL!!!

Costumer service is AWFUL!!!phone is never answered, sat on hold for 3 hours, I have emails that get ignored. No response regarding the renovation of my completly unlevel garden which I've waited a year for to be repaired. The garden is that steep its not functional and it.floods when it rains, the poor quality turf put down has died and its a utter eye soar.A simple thing as keeping communication going with updates in terms of when this will be done is a disaster. The builders keep telling me itl take 1 week to do, yet a year in Kier/Tillia still have not given the go ahead to do. I guess since there not living with the issue they simply dont care. Its a total disgrace how customers are treated.

Stacey · 5 October 2021

★★★★★ 1/5

Trustpilot

Keir/tilia homes hengrove

Well what can I say.. I have been living in your urban quater hengrove home for nearly two years and neither you or kier have fixed any of the faults which have been there since we first moved in our house to this day. You rang me arranged to fix it in August just gone and said you will fix all that should been fixed back then and you have not done so, you didn't show up not even a phone call. Time you started taking care of your customers really.. To be honest had no clue you were even changing names or company? No letter or phone call nothing.

Amy · 5 October 2021

★★★★★ 1/5

Trustpilot

Not a 5 star builder! or even 1.

They are lovely when they sell you the house and hand it over - but if anything needs fixing after good luck! They have admitted they just delete emails, don't answer phones and no one ever comes back to you!I have been chasing 3 issues for over a year, was told the team leader would look into it and call me back - and still nothing. I'm trying to escalate but no one will answer so i can't.This is not customer service!

Laura · 1 October 2021

★★★★★ 5/5

Trustpilot

This review is for Rafal Buzuk.

This review is for Rafal Buzuk.He came today to sort some defects in my new house and did a really good job. Very helpful and polite. Thank you Rafal!

Hayley · 18 March 2022

★★★★★ 1/5

Trustpilot

DO NOT WASTE YOUR TIME OR MONEY.

Moved into my brand new kier home in October 2020 and within a month or so we had a leak in our ensuite. They came in and ripped most of it out. Finally sorted the leak about 3 months later. But we are now in September 2021 and I still do not have a functioning shower!! I have been on the phone multiple times. Multiple emails been sent with no reply. Complaints written And no reply! Legal action will have to be my next step! Do no waste your time and money on a company what doesn't care once you've moved in. Been on the phone for over 2 hours now 3 days in a row!I have already emailed the email being sent to everyone on here and no reply!

Stephanie · 22 September 2021

★★★★★ 5/5

Trustpilot

Good quality build and location

Good quality build and location. Alex from sales was really helpful and friendly. Kept us posted during the building stage by sending pictures. Upon completion, Darren the site manager was very helpful and took time to explain all the features in the house. Great guy! Had a few snagging issues and Darren immediately arranged for it to be fixed. Highly recommend Tilia homes as they made the process easier and care about their customers.

Augustus · 28 July 2022

★★★★★ 1/5

Trustpilot

Avoid! They used to be Kier Living and still have the same lack of communication, awful build quality and unacceptable aftercare.

Edit: after getting in contact with me as a result of this review, Tilia sent a someone to our home to discuss the outstanding issues. I felt positive about this but since the meeting they are very much business as usual… ignoring emails, phone calls and not getting in contact! Nothing changes! Customer aftercare has been horrendous. I have had to constantly chase them via email and multiple phone calls and still the snagging list has not been completed. Their communication with contractors is terrible and they regularly send the wrong information; meaning the job can not be completed properly. I have wasted days, weeks and months sitting at home waiting for jobs to be done, only for tradesmen to turn up with the wrong equipment, replacement parts or information, leading to them leaving and having to book in yet another day. The standard of building is poor, even the stairs had to be rebuilt. I have allowed additional time due to the pandemic but even now they are ignoring emails, assuring me they will book the final jobs if I manage to speak to someone directly on the phone but never actually doing it. I have complained several times over the years, but this has been ignored and no improvements made. They have rebranded themselves as Tilia but so far it is the same shockingly bad service.

Sarah · 15 September 2021

★★★★★ 5/5

Trustpilot

Urban Quarter Hengrove

Urban Quarter HengroveI bought my home 6 months ago and am extremely happy with the whole buying experience. I love my new home.Special thanks to Simon for a great welcome and customer service.

Jyoti · 6 July 2021

★★★★★ 1/5

Trustpilot

I have been trying to report a problem…

I have been trying to report a problem with damp for a week now. Customer services appears to have closed! I have been promised return calls that have not happened. Yesterday I was told customer services would be open today, today I have been told they will reopen on Monday. I cannot fault the site guys but not being able to report an issue with damp is unacceptable. The whole house now smells and to here are black stains on some walls. I asked the the lady on the switchboard who to contact and she just said she was sorry but she didn’t know. This is not good enough!!

Hilary · 9 September 2021

★★★★★ 5/5

Trustpilot

Great customer service experience

Thanks Paige for the wonderful customer service experience. The buying process was very smooth. We look forward to enjoying our new home.

Mk · 29 November 2024