Eccleston Homes Warrington reviews

Thank you your complimentary comments regarding your recent experience with our Sales Consultant Martin. We'll be sure to pass those on and we know they'll be appreciated.RegardsEccleston Homes

Hello LuThank you for your latest review.We’ve looked into the points that you have raised.With regards to turf to the rear garden, you would have been made aware, prior to any agreement to purchase, that turf was not included as part of our specification. Our rear gardens are rotavated and finished with top soil.The patio area to the house type that you have purchased includes 12 paving flags to the patio area, in addition to the paths that we include, so unfortunately we have to disagree with your comments regarding “a couple” of flags. With regards to the flags used, these are a popular style of paving flag, that are readily available. As your opening comments of the review were regarding extra costs of finishing your garden, whilst of course there are costs associated with personalising and cultivating your garden to suit your own requirements, hopefully the extension of any paved areas, or patios, would not be prohibitive due to style of paving that we have selected.On the point of the fencing, the feather edge style of fencing that we include is a very popular style of fencing used for both new build properties and existing properties and the timber material used is the same as other styles of fencing. The fencing is also included in the Builder Warranty period. We would like to add that of the 5 new homes developer in your location, we are the only developer to include fencing in our standard specification, so reducing your on costs for finishing your own garden. With regards to the damage that you have mentioned, we believe that the initial two items that you reported, a split board and a protruding nail, were swiftly rectified once reported. We believe that some months later and subsequent to you undertaking your own works to your garden, you then reported further damage to the fence.With regards to the garden gate, we acknowledge that there was a conflict with the soil stack to your property and the gate and we recommended relocating the gate back by some half metre, to resolve the issue. At your request the gate was amended to open outwards, which we advised against, due to exposed hinges and a security issue. You have subsequently raised an issue to state that the hinges are exposed and that these can be removed. We understand that this issue has now been resolved.On the point of the drainage issue to your rear garden, during our investigations, it was concluded that the issue was probably being caused due to hard landscaping and changes to levels works undertaken by the neighbouring property and that this had probably compromised the land drains that we install. To avoid you any conflict with your neighbour and as a gesture of good will, we diverted your land drains to an alternative drain and this appears to have resolved the issue.At our home demonstration tour and prior to legal completion, we do advise our purchasers of the installed land drains and that due to the heavy construction activity involved in building their new home, the ground can become compacted and that it can take some time for the land drains to become fully effective. The cultivation of the garden will also greatly assist.RegardsEccleston Homes

Hello LuIn response to your recent review, we have now had the opportunity to look into the points that you raised.In relation to the comments regarding sound, we can confirm that the property was has been built in accordance with the appropriate Building Regulations and this includes noise attenuation and double glazing. We are unaware that you feel that there is an issue with this, as we do not have any record of you having reported this to us. If you feel that this is a problem then please report this through the usual customer care channels and we will be happy to investigate this further for you.In terms of the thermal and heating points that you have raised, again we can confirm that the property has been built in accordance with the appropriate Building Regulations.The predicted energy efficiency of the property is independently assessed, based upon the design and specification of the property and various other factors, such as location and orientation on the development. These are indeed independently assessed prior to any property being constructed and a Predicted Energy Assessment (PEA) is produced. This provides an anticipation performance figure, based upon the factors previously mentioned. Once a property is physically complete, and prior to any completion notice being issued, or legal completion taking place, each property then undergoes an independent physical test and assessment, with an Air Permeability Test. This test also takes account of the u value of the building fabric and the thermal bridging requirements. This is when the Energy Performance Certificate (EPC) is produced and provided. I can confirm that, prior to your property being deemed as physically complete and therefore prior to your legal completion, your property underwent this independent physical test and assessment and passed. Therefore we are unable to agree with your comments that” the efficiency B stated on the EPC is based upon paperwork and not by assessing the house itself”.Following your report regarding your concerns, we inspected your heating system and a plumber attended your property to rebalance the heating system and also advise you on the most efficient use of the system. We additionally undertook an Ambient Air Test of each room in your property. This is the route that the NHBC would take, should you report this issue to them under the terms of the warranty. Again, we can confirm that each room achieved, or exceeded the required temperatures.During our discussions and inspections we have fully explained the performance requirements of your property, the heating designs have been shared with you, the results of the Ambient Air Test and the Building Regulations pass certificate have been provided to you.During a visit to your property our Construction Director offered to do a more intrusive inspection of the actual insulation installed in your property. We understand that you have declined this inspection. Additionally, we have advised you on several occasions that turning radiator thermostat valves down, or off and programming your heating to come on for short periods during the morning and evening is unlikely to adequately heat your home during the winter months in the UK.At all points during these discussions, we have stated, that should an issue be found then we will commit to correcting it. This included that should you carry out your own independent testing we would also commit to undertake any reasonable recommendations.We understand that you have concerns regarding the heating of your home, however, we can confirm that your home is performing as designed and as required under the appropriate Building Regulations.On the final point that you have made, we confirm that the properties on our developments are priced and sold inline with the prevailing market conditions, relevant to the style and size of the property. This is done taking account of many factors, the local market, including second hand and new build comparisons and therefore no “premium” has been paid.RegardsEccleston Homes

Hello Jacob, thank you for your recent review. We're pleased that we've been able to assist in your journey so far and we'll be sure to pass on your review to Amy. There can be twists and turns along the way, but we've usually seen it all before. Amy will be constant contact with you during your purchase and we look forward to welcoming you into your new home

Hello PaulThank you for your recent review.We're pleased that you've recognised the service you've received from the team on site and that you feel able to leave these comments.We'll be sure to pass these on to everyone involved and we look forward to dealing with you during the purchase of your new home.RegardsEccleston Homes

Hello StephenThank you for your recent review of of our Lords Fold development and the ongoing service you have received from our Sales Consultant Yvonne.We'll pass these on to Yvonne.RegardsEccleston Homes

Hello..We hope you're having a good day.Thank you for your recent review. We're pleased that you had a positive experience at your recent appointment with Yvonne. We'll be sure to pass on your kind comments.Kind regards from Everyone at Eccleston Homes

Hello Lou and DaveWe hope that you're keeping safe and staying well.Thank you for your recent 5* review of our Garrett Manor development and the service that you have received from Chris and Dawn.I'm sure that your kind words are appreciated by both of them and they come as a nice pat on the back for the effort and hard work that they put in.Kind regardsEccleston Homes

Good AfternoonWe hope that you're staying well.Thank you for your recent review and your positive comments regarding your experiences with our Sales Consultant Dawn. Just what we like to hear.We've passed these on to Dawn, who we know will appreciate you taking the time to share your experience.RegardsEccleston Homes

Hello Lorraine We hope that we you had a good weekend. Thank you for your recent review regarding the service that you received from Rosie. We're pleased that Rosie was able to assist and we'll pass your comments on. Kind regards Eccleston Homes

Good AfternoonWe hope that you're keeping safe and well.Thank you for your recent review regarding your experience at our Garrett Manor development. We'll pass these on to the sales team on site.RegardsEccleston Homes

HelloThank you for your recent review.We’re disappointed to hear of your disappointment, as this is not what we strive to achieve.Unfortunately, we’re unable to respond to any specific issues with the information provided as part of this review.In an attempt to respond fully, we have used the Trustpilot process to request more information from you. Unfortunately, this has not been provided to us.You can contact us using the Customer Care Team contact details we have provided, should you wish to.With reference to the upgrades, whilst we offer a very comprehensive standard specification in all of our homes, we also offer a wide range of Options items, that you can select and have installed whilst your new home is under construction, should you wish.The cost of these upgrades includes all installation and we believe that when consideration is taken into you, sourcing, purchasing and arranging installation of these items into a completed property, that this, together with the inconvenience, far outweighs the perceived costs.RegardsEccleston Homes

Hello DawnThank you for your recent review and (edited) review.In response to your comments, as part of our membership of Trustpilot, we are perfectly entitled to request that our customers leave us reviews. In fact, Trustpilot actively encourage us to do so and they provide us with the necessary links that we send to customers for them to leave Invited Reviews. I can assure you that none of our reviews are from false customers, although we do acknowledge that some reviews are certainly dramatised for effect. We’re really disappointed that you have been unable to settle into your new home and we understand that you have recently placed your home onto the market, which resold immediately and so we’re pleased that the Garrett Manor development is also proving to be a great success in the re-sale market too and we really look forward to the new owners moving in very soon.With regards to your accusation of bad language, Eccleston Homes does not condone the use of bad language, or behaviour. If you are able to identify the sub-contractor personnel to us, we will certainly commit to speaking to the company involved. To add, we similarly will not tolerate the use of bad language, hostile, or abusive behaviour, towards any member of staff, or sub-contractor personnel, from any member of the public, customer, or indeed a homeowner.In reference to the rendering works that you are unhappy with, prior to legal completion, you requested that the NHBC attend the property to specifically look at the render works, prior to the property having the final inspection for legal completion. This specific inspection was undertaken, the works recommended were undertaken and the property subsequently received the NHBC final sign off and the full warranty came into effect. We agree that it is unfortunate when things do not go according to plan.As with all new homes, we recognise that our customers can sometimes have issues that do require our attention and this is why our homes are sold with the benefit of a comprehensive 10 year NHBC New Home Warranty, which provides the property and owner with several forms of cover and protection. The warranty includes:- Key Build Stage Inspections- Deposit Insurance Protection from Exchange of Contracts- Completion Inspection and sign off- Builder Warranty for the first 2 years following completion- Builder Insurance for the next 8 yearsIn addition, the NHBC warranty also provides for a dispute resolution service, should home owners disagree with any findings, or decisions that we have made regarding any reported items. A resolution notice from the NHBC is final and members are required to undertake any works found necessary. Therefore, in the event that home owners do have an issue, there is a clear and defined route to resolution by a professional expert body.This route of resolution has been outlined and discussed with you during a visit to you by our Construction Director.In addition, we are members of the Consumer Code for Homebuilders. Should customers feel that they need to raise an issue with the service that they have received from us, before, during, or after their purchase, customers can request an independent adjudication of the service and circumstances via Consumer Code, who will consider all the points of their experience and independently adjudicate on all matters. As members of the scheme we are bound to adhere to any findings. All purchasers are provided details of this scheme at the reservation stage of their purchase. However, we are happy to provide this information to you again.In conclusion, we wish you well with your house sale and we look forward to meeting the new neighbours.RegardsEccleston Homes

Hello Thank you for your recent 4* review.We hope that you and you’re family are staying safe and well.We appreciate the comments that you have made and the fair nature of your review and we certainly do take account of all customer comments made. This includes any comments or ideas that customers make on our products and wherever possible we take account of these when designing and specifying new products and developments and we’re happy that you’re happy with the overall product and level of specification included as standard at Garrett Manor.We appreciate the comments regarding our site based team and we will certainly pass on your comments to them.With regards to any outstanding items on your property. We apologise for any oversight that has occurred regarding these and I believe that our Customer Care Administrator has made contact with you and arrangements are now in place to deal with these and we thank you for your patience.On the point regarding the information received from our Sales Consultant that you feel was incorrect, we’re unaware of this point. If you could provide us with some details we will certainly commit to investigating this further for you.We feel your frustration when it’s not possible to reserve a new home straight away, unless you are a first time buyer, non-dependant / cash purchaser, or have indeed accepted an offer on your existing property. We can confirm that this is a feature across the new homes industry and not something particular to Eccleston Homes. This is mainly due to the sometimes complicated nature of a home sale chain and the timescales involved and having surety that all parties can proceed. We could also potentially experience disappointment from other customers who are sold and would see that plots are being “held” by customers who have not yet sold their property and so essentially are unable to make any actual progress with the purchase. We do find that in the second hand market that most estate agents wouldn’t even allow a viewing of a property without being in a position to proceed. With regards to any completion dates that we communicate. You are indeed correct. The new homes industry do only work to “anticipated” dates, as by the nature of sector, these dates can sometimes unfortunately change. We do however, commit to providing our purchasers with three formal meaningful updates at three key construction milestones. From the Foundation to Roof Complete stage, we provided our anticipated Season of build completion, which provides for a three month build completion window. At Roof Complete stage we would then provide our purchasers with our anticipated Month of build completion. At Decoration stage, we then provide our purchasers with our anticipated date of the Legal Completion. This update is approximately four weeks prior to the legal completion date. Our contract provides for a 10 working day notice period and as soon as the property has been signed of by the NHBC and we have completed our inspection process, we set the formal completion wheels in motion.We understand that this is an exciting, but busy time and so our Sales Consultants are always on hand to provide any additional assistance, or advice that may be required.Due to the global and national situation over the past 18 months, we have found it increasingly difficult to be more specific on construction dates, due to some major supply chain, labour and transport issues, but we do work hard to try and mitigate any problems we encounter, as we understand that any delays to completions can be disappointing. Since your own property completed and on the back of customer feedback, we have also introduced a series of customer emails that provide further progress updates at various points of the journey. These emails are a range of construction progress updates and useful information and reminders at specific points of the journey and our feedback so far, is that customers find them very informative.We hope that you continue to enjoy your new home at Garrett Manor and that you are happy enough to have already recommended our product and development to other purchasers.RegardsEccleston Homes

Hello JayneThank you for your recent 5* review and your positive comments regarding the service that you received at the development. We will certainly pass those comments on to Chris, Yvonne, Dawn and the on site construction team.We're really pleased that you're happy with your new home and we wish you continued happiness.RegardsEccleston Homes

Hello DanThank you for your recent Trustpilot reviewWe hope that you’re keeping safe and well.We’ve looked into the points that you have raised in your review and would comment as follows:When you reserved the property in July 2020 the property was at Foundation stage and so our timescales would have stated an anticipated Season. At that point we anticipated a Build Completion in Winter - (December, January, February) and both our Reservation Form and Reservation Letter stated this. The property was subsequently completed in mid-February and so we facilitated your legal completion to our original forecast. We also stated that we could be flexible for you on the actual legal completion date, if this was helpful. I believe that you required the completion to be within Half Term and so this turned out to be perfect timing.At Exchange of Contracts we also agreed a Back Stop date of the end of March 2021 and so we were well within that timeframe.We’re pleased that we were able to deliver the property to you on time and this was despite our staff and sub-contractor staff having to work through National Lockdowns and local Tier Restrictions, dealing with positive COVID results, illness, self-isolation and childcare issues, due to the lack of schooling. Unfortunately we are unable to conduct our construction business by working from home, or via Zoom.With regards to the issue you have raised regarding your rear garden. We can see that the details of the levels to your plot were discussed with you at our formal Reservation Confirmation meeting on 13 August 2020, when we discussed all the technical details and drawings in relation to your individual house type, your specific plot and the wider development. The engineering drawings confirmed that there would be a slight decline to your rear garden, away from your property. This is what was achieved on your property and so we can confirm that it was finished as per the approved drawings and to specification.Following works undertaken by your own landscape gardener, you reported an issue with your boundary fence and “gaps” underneath the fence. Upon inspection by us, it was discovered that the works undertaken by your own landscape gardener had compromised the fencing, due to the level being reduced around the fence posts, which exposed the supporting concrete. In addition, the landscaper had move soil and piled this up against the neighbouring garage, potentially causing an issue by breaching their damp proof course.During this process you stated that you had not been made aware of the levels to the plot. We subsequently reminded you of the Reservation Confirmation meeting of 13 August 2020 and the drawings that were discussed, including the Engineering drawing, which shows how the plot levels work. At this point you stated that you had been made aware at the meeting, but that you had not understood what had been explained.At the meeting and afterwards, had you the opportunity to express your lack of understanding and could have raised any queries you may have had. Formally, at any point prior to your exchange of contracts on 20.11.20, you could have raised any questions via our sales centre, or indeed via your Solicitor, as a pre contract enquiry. We can confirm that no such enquiry was raised. Informally, you also had the unique opportunity to raise any questions you may have had with our Development Engineer, who we believe is a longstanding acquaintance of the family. We understand that this did not happen. Had further clarification been requested we would have been happy to provide this.Despite the above situation, we agreed to rectify the problems created by your own landscape gardeners, at our expense.With regards to your derogatory comments regarding our Construction Director, we have to say that we totally disagree with your statement that he is “condescending and rude”. He is actually one of the most courteous and unassuming people you could care to meet.Following discussions with our Construction team, we can confirm that we have not ignored or refused to investigate or undertake any of the works that have been brought to our attention. Unfortunately we have been and continue to work in a challenging environment and under conditions which are beyond our reasonable control and we agree that on occasion, despite our best endeavours, arrangements made in good faith cannot be completed in the expected timescales. Supply chain, transport and labour issues continue to be a challenge across the sector. All works have been agreed and undertaken, where possible, to timescales that suit you the most, such as at Half Term. Our requirements to receive all reported issues via email, is a more efficient way to record all points and assists in logging all items raised on the plot record, as required by the NHBC.In relation to the point that you have raised regarding the render finish to your property, as you are aware, we have undertaken a review of the render and commissioned a report, the results of which are inconclusive. However, it does state that the product has been applied to British standards BS EN 13914-1;2016. Therefore, under the terms of the warranty we are not required to undertaken any remedial work. To move this along, our recommendation to you was that you take this issue to the NHBC and request that they adjudicate on this matter. This service forms part of your NHBC 10 Year Warranty.With reference to your comments regarding our social accounts. Our social media channels are our own to monitor and moderate as we wish.If we decide that a follower has overstepped the mark in relation to comments made on any of the channels, then we reserve the right to block them from those channels.These decisions are not taken lightly and where we feel that a follower, or indeed a customer has made a comment, or demonstrated behaviour, that is false, hostile, abusive, or derogatory in any way, either via one of our channels, or in their dealings with the company and our employees direct, we have and will take the decision to block them from our channels.Eccleston Homes will not tolerate such behaviour from any source and we are prepared to take the appropriate action where necessary.In conclusion, on several points you have incorrectly represented the actual situation regarding your experience and what has been discussed and, or agreed and so we hope that the above response clarifies these.RegardsEccleston Homes

Good MorningThank you for your review.We'll pass your comments on.Please do not hesitate to contact Martin if you need any further help or information.RegardsEccleston Homes

Hello HumayanIn response to your review and issue, there appears to have been a mix up with plot numbers / development name and postal addresses.The development marketing name was adopted by the Local Authority as the postal address. However, our plot numbers do not directly correlate to the postal address numbers. We and our purchasers work to plot numbers and development names and so when you have quoted your address we have looked at a different plot record, where the NHBC cover has already expired.We have received a copy of the NHBC document this morning, that you have sent to us via email and this confirms the correct plot number.We apologise for this mix up and a member of the Customer Care team has already responded to your email this morning.RegardsEccleston Homes

Hello AlexWe hope that you and your family are staying safe and keeping well.Thank you for your recent 5* review regarding the service that you have received from both Gerardine and Tony, we'll be sure to pass those comments on.We hope that you continue to enjoy your new Eccleston Home and please do not hesitate to contact us should you need us.RegardsEccleston Homes

Hello Siwon, we hope that you and your family you're staying safe and keeping well.Thank you for your review of our Silk Rose Place development in Macclesfield and your kind words regarding the service that you've received from our Sales Consultant and Site Manager, Amy and Rick. We'll pass these comments onto them.We're pleased that you're happy with your purchase and journey and hope that you'll be very happy in your new Eccleston home.RegardsEccleston Homes

Hello BárbaraWe hope you're staying safe and keeping well.Thank you so much for your review of our Garrett Manor development and the service that you have received from our Sales Consultants Chris and Yvonne.We're pleased that you've taken the time out to thank them and we'll be sure to pass your comments on.We'll certainly keep trying to provide the same service and we look forward to welcoming you into your new Eccleston Home soon.RegardsEccleston Homes

Good Morning MaryWe hope that you had a great weekend.Thank you for your review of the experience that you had with Martin, our Sales Consultant. We'll pass your comments on.RegardsEccleston Homes