Redrow Homes www.redrow.co.uk

The sales lady at Redrow at the Maltings at Haddenham and previously near Bicester is a walking encyclopaedia. What she doesn't know about the company's offering isn't worth knowing. She guided us through the reservation process with aplomb. Throughout the whole specifying process, she knew exactly what was available, often without the need to refer to computerised data. Everything is performed in a friendly yet professional manner. If only there were more like her.

Without a doubt the worst customer services experience of my life.

4 and a half years after purchasing our 'forever' Redrow home, our snagging list is still outstanding.

We have experienced over 10 leaks, a damaged kitchen worktop, cracked floor tiles in the bathrooms and kitchen, and many many more significant issues. The majority of these problems are still outstanding.

Customer services is disgraceful. Often months pass before emails are responded to. When responses are received, Redrow seldom address all the points and or have incorrect / incomplete records.

As an example, the last 'repair' that was performed on our bathroom floor was botched over a 2 years ago. A tiler 'resolved' the issue over 1 year later. It became apparent within a few days that the tiler had 'covered over' several tiles he had cracked. It took 10 months before another tiler came out to replace the tiles Redrow cracked. 1 week later 2 tiles came loose. We are still waiting for this to be resolved.

Our latest leak is from our ensuite. We have experienced 5 leaks from the same bathroom. Redrow simply aren't interested in resolving these recurring issues. Remedial work is usually performed to a terrible standard.

I strongly recommend not buying a Redrow property. The whole experience has been truly awful and has resulted in us wanting to move homes.

The first thing I would like to say is that I love my new home and the development so why such a low score.

Redrow after sales care/customer service.

If you are short on time 3 things to be aware of:

1: Get a professional snagging list completed.

2. Don’t waste your money on paying for a lawn.

3. When all fails with Redrow’s customer service make a Subject Access Request.

Snagging List:

We had 171 snags identified, some minor cosmetic fixes however some were more serious. When raising snags with Redrow be prepared to face frustrations. It took us 8 months of chasing to get things rectified. We provided Redrow with our snagging list report, for whatever reason they only passed on some of the issues to the site to rectify. Months of chasing, resubmitting the issues individually on their website chasing again and again because they mysteriously disappeared from the website. The first customer service manager visited to check on the issues and suggested we get a magic sponge to remove the sticky residue left on the windows after the sparkle clean and couldn’t understand how they had missed so many issues (I was too polite to point out the obvious). After months and months of chasing, emailing the Managing Director and a visit from a second customer service manager Redrow finally rectified most of our snags.

Lawn:

Do not waste you money on getting a lawn laid, ours was uneven, lumpy, bumpy and dangerous (roding eye cover missing) when we raised the issue with Redrow they were not interested in resolving the issue. At first I was impressed they sent the landscaping company to visit who agreed the lawn needed replacing. After months and months of chasing, Redrow decided that all they would offer was for the lawn to be filled and dressed even though the landscaper had said this wouldn’t solve the issue.

Subject Access Request:

You are entitled to know what personal data Redrow hold on you, letter templates can be found on the internet. Redrow have one month to supply the data and it may provide you with the information you need to get your issues resolved.

In summary, great house, development and customer service from their sales agents but after they have your money the customer service is lacking.

AWFUL customer service for repairs and resolution to faulty installation …

The sales team provided truly excellent service and we wrote a positive review. Sadly, the customer service to resolve issues has been nothing short of appalling. We had damp in our en-suite. It took 18 months to have reparative work approved, further two months for work to start and after 3 months of the bathroom being ripped out we still don’t have a completed or even usable bathroom. Hours spent chasing appointments, contractors not turning up, delays, total frustration and lack of understanding of the impact of the situation. Not helped by the fact that other work which was agreed months ago hasn’t been completed. Garage looks like a building site. Shame that good work of some is undermined by the appalling work of others. *contractors who have attended have always been professional and helpful- it’s the organisation and project Management from commercial and customer services that’s the issue. No idea how formal complaint will be addressed because Nobody is interested

Immoral price increases

I have recently tried to secure a Redrow home at Saxon brook. I went to view a property that had previously sold only 6 weeks earlier but that sale had fallen through. only to be told the price was now £20k more…. I wrote to Redrow to query this and to try and understand how this huge increase could be correct.

No real interest to help me was shown and I felt fobbed of. Surely when trying to buy a house worth over £600k a little more care and concern should be shown. If they can’t treat potential customers right I’d dread to think how they would treat you once they have your money.

..honestly i cant really Put my experience with the amazing lady into words.

Is Her work ethics, her soft words, her professional approach to issues, her manners i can go on and on - these tribute are what makes A WORKER. she has been an absolute perfect person from the first day of my view in Regent Quay till the last. she's defo the FACE OF RedRow, she finds everything easy and her communication skills...perfect.

Can i just also say she makes things so easier, she never finds any question wrong question..she will always answer. i will definitely recommend her to everyone and i will sure be more than glad to work with her in future.

My experience in Regent Quay sittingborn has sure made perfect because of this amazing worker.

THANK YOU AGAIN FOR ALL YOU DO.

YOU MUST READ!! Avoid, Avoid! One of the worst experiences Of our life’s buying a redrow home, one year later review, we have had nothing but problems, we have had electrics with no earch that could of killed someone! We have had blocked drains, sewage backing up in to the house and burst out on the the front of the house on to the lawn, no working fridge freezer for 3 months, no working dishwasher for 3 months, no extractor fan for 3 months, all our drains are not level, waiting in for a whole year for different trade peoples that don’t turn up, all kitchen units a different shade of colour, redrow will do what they can to get a good review on the NHBC Inc a few sweeteners which we fell for as a way of compensation to get a good review that would make out that they were perfect, this is unfair on other Builders that do a honest job, customers get blackmailed to give a good review, I am now taking this further and going to the papers, save your money and don’t buy a redrow home!!!

Redrow have almost perfected the sales process. Consequently, review sites like Trustpilot show skewed ratings, because they encourage everyone to review the very early stages of moving into a new home. When they are still paying attention, committed to fixing snags. Then they pass you onto Customer "Care" and the hellish part of the journey begins.

The subcontractors they send out to "investigate", by the Customer Care Senior Manager himself, saying I could speak to the Design/technical dept, when he knew full well it wouldn't happen, by sham landscapers exposing a chunk of mud calling it topsoil and ignoring debris that shouldn't exist down to 300mm, by being told one of their contractors had gone out of business, so wouldn't be able to replace a door!!

In the beginning, after the standard 200 or so minor snags/cosmetic retouches, the bigger problems started.

1. Drains blocking 4 times in 2 years, twice causing our heating to pack up at the same time, because for some crazy reason, they've fitted condensation boilers. On a construction site. genius thinking.

2. Grass doesn't grow in some patches, they signed off on the back garden and failed to fully investigate why it doesn't grow properly at the front. just failed to investigate.

3. They installed three defective letterboxes (not air-tight in installation, faulty brushes falling out causing constant draughts), and have now washed their hands of it, refusing to give me a solid front door, so I don't have to duct-tape a useless letterbox, destroying "kerb appeal" of the front entrance.

4. The house interior reaches temperatures of 29° to 33°C, that stay at that level for weeks, during a common "heatwave" (no more than 26° outside). I get daily headaches, nausea , dizziness being prone to heatstroke. I can't sleep because it is so hot, which makes the illness worse, and I haven't been able to cook, because adding another source of heat would be insanity. It is not really surprising given the amount of glass in the Heritage range, yet they have refused to investigate, having signed off on a certificate stating there is "insignificant risk of overheating". It has happened both summers we have been here. Neighbours have the same issue, and are considering air/con, but we can't afford that. Redrow are actually not even acknowledging there is a problem. If they are going to build death traps, they might look at the appropriate type of glass or heat-rejecting technology, but they're stuck in the dark ages from a construction point of view.

Design's no better. There isn't even a window in the kitchen. The kitchen?! What use is just French doors in the thick of winter or rain, when you just need a window on vent? A three-year old draws a kitchen with a window, so what staggering unintelligence led to this design?

They are morally bankrupt, and lacking all compassion, covering up for badly designed and built houses.

the NHBC needs to survey homeowners again after two years, five years and ten years. Since the government aren't exactly in a hurry to reform building regs and hold the developers accountable.

Go for a larger developer because the negative press stands to impact on them, and they have a reputation to protect. Redrow are too small and think they can get away with any level of ignorance and neglect.

Went to have a discussion about investing in Redrow Allerton gardens . We were on time but the saleslady was running late so another sales lady attended to us . She made us wait outside despite the snow and us having an appointment for a few minutes . After going in the office it was not a fruitful experience . As soon as we told her our budget of 750 000 she was wanting to end discussion that our budget was not high enough . I felt she was not interested and a bit biased . We urged to atleast have a look at the show room but her rhetoric was it’s out of our budget as it’s 850 000 . I had to say In the end that if I like the place , we can stretch our budget ! it felt , As if I was the salesperson, that’s their job to inspire , to get a sale !!! Absolutely un- inspired . I was hoping to enter and love the place and book ourselves in , but the sales ladies attitude has turned us off completely. They were not even trying to make a sale ! If that’s the attitude now how will it be in future if there are issues

Extremely bad customer service at the Silverend development in Essex. They were very uninterested and unhelpful and left me doing all the chasing. Not sure if this could be some sort of bias towards women/samesex couples but we were in a position to proceed with proof of deposit in the bank and nothing our end to sell. With a mortgage in principal already in place before We viewed so I can only put it down to some kind of bias? Homophobia? They didn’t appear to want our custom so we will go elsewhere. Be warned