Appalling Customer Service

Customer service from Bellway was extremely poor after purchasing the property. I have spoken to multiple Bellway representatives and the result is always the same, they promise a resolution that never arrives. I have asked again and again for timescales for the work to be completed and they refuse to provide this. Matters which were pointed out during a snagging report immediately after completion have still not been resolved, even though more than a year has passed.

This was particularly disappointing as we raised a formal complaint in December 2020 and liaised with senior representatives, for example, the head of Customer Care at Bellway and the Inspection Manager. Even after this, Bellway have not taken our concerns seriously and various matters remain outstanding.

The current Bellway representative responsible for the management of our property demanded that we pay at our own cost for repairs that are necessary due to poor workmanship from Bellway. Bellway were told that our radiator was leaking and falling apart in October and did not attempt to resolve this by December and so we raised a formal complaint in December. Bellway refused to deal with matters without a formal inspection in January by their Inspection Manager, despite the fact that Bellway had already promised resolutions to various matters previously. Finally after the inspection, the Inspection Manager agreed to replace a part on our radiator that was causing it to leak and was falling off, however instead this was simply stuck on with mastic. When this inevitably fell off and broke down again, they told us that Bellway would not be covering the cost of this and we would have to pay for this replacement. This is despite the fact that the radiator broke down immediately after we moved in to a new build property built by Bellway (the same month!).

The customer care team is truly appalling. Matters which could easily be resolved are dragged out for no reason and I have spent countless hours chasing them to actually do their job, only to get ridiculous responses such as the above from them.