Bromford Anmeldelser 

I speak as an owner of a property for which I had to pay a monthly estate maintenance charge and, in order to sell the property to new owner, I had to pay over £500 for certain administration fees. Over a period of about 10 months I requested receipts for the ‘administration’ fees and, on each occasion, I received promises of prompt response but I received nothing. Eventually, I was put into contact with Mr. Colin Baker who has responded promptly and effectively, with extreme courtesy, to my every requirement. His example should be adopted by the rest of Bromford’s staff.

Done an amazing job cleaned up after him looks really good thank you Lee nightingale

I genuinely don't know where to start with Bromford, so I'll start with the people I had the ‘pleasure’ of dealing with.

Sarah Durbin — Defects Coordinator
When I moved into my brand-new flat, there were multiple defects. One radiator had a massive bend in the top and bent out of shape, while the thermostats had been wired the wrong way around. This was particularly enjoyable in the middle of winter. I reported the issues to Sarah and discovered that getting anything resolved was going to require considerably more effort than should reasonably be necessary when you're reporting defects in a brand-new property. During one conversation, Sarah told me that I didn't understand how COVID was affecting people. I reminded her that I was working frontline as a paramedic during COVID and had personally witnessed people suffering with it. I politely suggested that perhaps patronising me about the pandemic while she was working from home wasn't the best approach. It wasn't exactly the customer service I had been hoping for.

Daisy Beck — Customer Solutions Advisor
After complaining about the amount of chasing required to get answers from Sarah, I was passed to Daisy.
Daisy took 42 working days to get a proper response.
When the response finally arrived, I was essentially left wondering what exactly I had been waiting for, because the response gave me little confidence that the issues I had raised were understood or taken particularly seriously. At this point, “as useful as a chocolate teapot” was starting to feel like a perfectly reasonable description of the customer service department.

Catherine Arnold — Aftercare Manager
Since I had moved in, I kept getting reoccurring holes in the ceiling. Various people told us they knew exactly what the problem was. Various repairs were carried out. The problem continued. Catherine apparently had the answer and someone was sent in to investigate by poking the ceiling with a knife. Unfortunately, despite the confidence with which the diagnosis was apparently made, the repair didn't work. In fact, after the third attempt, the problem was still happening. Eventually, we decided to look in the loft ourselves and found what we believed was the cause. We reported this to Catherine, but were essentially told that we were wrong. Eventually Bromford actually sent someone out to investigate properly and, rather wonderfully, discovered that what we had reported was in fact the problem. So after all the experts, inspections, repairs and assurances, the solution was apparently: Listen to the people who actually live in the property. There was also a water leak dripping onto the fuse box which was left unresolved for around four weeks, despite us being told this should have been dealt with within 24–48 hours. When the repairs were eventually completed, some of the resulting paintwork was so poor that I complained about it. Catherine's response was essentially that I was never going to be happy with what Bromford did, followed by an offer of £500 to sort it myself and the indication that Bromford wouldn't be doing anything further. That was certainly one way of resolving a quality issue in a brand-new home: essentially deciding the customer is the problem.

Sian Jenkins — Neighbourhood Coach
Unfortunately, the problems weren't limited to the property itself. I found communication with Sian extremely difficult. Emails were ignored or went unanswered, and when issues were raised, I often felt that I had to prove what had happened rather than simply being listened to. More seriously, I also became concerned about conversations involving other residents and information that I considered private and confidential being shared with people who had no reason to have access to it. I certainly didn't give permission for personal information about me, including information relating to an injury I had suffered, to be discussed with other residents. That isn't something I consider acceptable from someone in a position where residents should be able to trust them with personal information.

Teresa Ball — Existing Homes Sales Coordinator
Credit where it's actually due. Teresa Ball was fantastic.
She was responsive, organised, chased information, got things sent to the right people and actually seemed to understand that when someone is trying to buy or sell a home, getting answers promptly is quite important.
She was genuinely on the ball. If Bromford had more people operating like Teresa, my experience would have been very different.

Would I recommend Bromford? Absolutely not. If you're considering buying a shared ownership property from Bromford, my advice would be to do an enormous amount of research first and seriously consider whether you want the additional stress.

Sean came to clear ivy from side of the house, was promptly here and was d9ne withing a couple of hours, cleaned up after himself was polite and respectful, what a great engineer....

Sam, the Roofer, was very friendly, polite and very professional.
And left the roof looking loads better.
Thank you.

Brilliant lads Steve and Wayne in particular! Super helpful and friendly, did a great job and even thoroughly approved by board member Neil Rimmer when I showed him! Very pleased!

Coercive tactics used on vulnerable individuals. Profiting off of desperation
Incomplete builds with no registered address given and no transparency.
I was issued a home with no flooring in two rooms despite being assured all fittings would be complete before move-in. When I asked again I got a completely different response. I got told to figure it out because “Bromford doesn’t do flooring incase you want carpet or something” and hire someone to install flooring. As a tenant you are obligated to repair and replace issues you’ve caused. I didn’t cause nor expect the floor to be non-existent. Where do I get the money to put a floor in? Am I liable if I cause structural damage while attempting to install it myself despite this being a completely avoidable issue?
I was lied to and then told to take responsibility for the lie.

On time and very pleasant and helpful. Not only fixed the faulty windows but also checked all the remaining windows.

Lee P arrived he was friendly .he explained exactly what he was going to do.he changed both sink taps for me.he was very tidy and a pleasure to have in my home.

Spoke with francesca today
Fran was very helpful & kind and sorted the issue on the phone.
Thank you

Si Morgan brilliant guy come and fix the problem after the first tooth workers was meant to order the part and didn't he finally got the job sorted thank you very much. Cant praise the gentleman enough very good employee for bromford 5* for him

As part of their business Bromford rent garages and I used their website to search for one in my area. The results showed that there were several available
and I filled in the online enquiry form to apply to rent one.

After two weeks I hadn't received any communication from Bromford so I contacted them via their recommended route which is a chat session on their website. It took over a quarter of an hour to establish that there is a waiting list for the garages. I was still confused as to why they were listed as 'available' but the agent had unilaterally left the chat.

I telephoned instead and was connected to a really helpful person who said that the status of 'available' could mean that one or more people are currently viewing the garage or are in the process of starting a rental. The person also took my postcode and telephone number to pass onto the team to check that they had received my application. I thought that was very good service.

Luke and Ant fitted a new back door at my bungalow and did a brilliant job. They were friendly, helpful, and left everything clean and tidy afterwards.
Luke also took the time to show me how to lock and unlock the new door, which was quite different from my old one.
I’m really pleased with the work. Thanks, guys! From Liz

Today pete came to my house to paint my downstairs bathroom following a leak upstairs, pete kept me informed throughout, was pleasant, constantly had a smile on his face. I dont like people coming into my home as a rule it fills me with anxiety. However i would welcome pete back any time, and hope i am able to request him for future jobs. He is an asset to your team bromford!

- hayley

We had Lee Hollingsworth (excuse my spelling) Lee is fantastic and really friendly, he’s come out do repairs on our house numerous of times now and he’s always professional and keeps us informed.
If it was possible to give higher than a 5 star review, I would. He’s an asset to your company.

I had to wait a year just to make my driveway safe . A guy came around a week ago to look at it and he could see it needed more than he could do that day . He arranged for more time to do what he needed to make it safe and was amazing Polite and made sure we were ok with it until it gets done properly . He is a credit to you .

I had a tradesman attend my property for multiple repairs. Rob.C went above and beyond, he fixed all the repairs, one repair i had was a plumbing issue although he wasnt able to actually repair it himself due to it being fitted independently he talked me through exactly what to do, the patience he had was commendable! He was friendly, proffessional and on time. The other repairs were completed efficiently and to a fantastic standard. All round a successful and much appreciated visit. Cant praise and thank him enough.

Lee was fantastic professional and very friendly thank you so much

The work has been done perfectly by as Sean good job well-done much appreciated.
My regards Issah.