Tilia Homes Anmeldelser 

Hello 'AGAIN'!

Customer service reps come & go & things never seem to improve...

Four years ago, I purchased a Stainton spec property on the Castle Croft development in Startforth, Barnard Castle & had numerous issues with build quality which continue to this day!

The most serious problem is a boundary position issue with my neighbour. When I first took possession of the property the boundary line was positioned mid-way between both my neighbour's property & my own i.e. front to rear of the side elevations of both property's & gardens.

During the purchasing procedure I was informed by both the site manger & the site sales agent that due to the fall of the land between both properties the boundary line would be relocated which conceded more land to me & less to my neighbour, also a fence was erected defining the new boundary; or so I thought!

Just over a year ago my neighbour approached me after registering his property with the rand registry & informed me that the boundary line between our two plots was located incorrectly. As you can imagine I was furious due to the fact I thought that Tilia Homes site manager/technical would have adjusted the site plan plot boundary line accordingly, so four years on I'm still waiting for Tilia Homes & my solicitor to address this problem so I can also register my plot.

As I have maintained & invested in the disputed area for four years & the dispute instigated by Tilia Homes is not rectified in my favour I may be forced to seek financial recompence from either Tilia Homes &/or my neighbour.

I have also raised a formal complaint - & as expected Tilia Homes customer service does not even comply with their own reply/response time scale of five days to acknowledge the customer.

Another issue I have with Tilia Homes is - why have development covenants if they are not enforced? If I had known this, I would not have purchased a Tilia Home as we are plagued with some resident who park trailers, caravans & commercial vehicles on our development, because of this the visitor parking bays are monopolized by the same ignorant residents!

Finally, CEO's come & CEO's go just like customer services reps, but hopefully things may improve under Gary Ennis's leadership; only 'more' time will tell!

The house buying process was relatively straightforward - doing a part exchange was really useful for us. Unfortunately that's where the positive experience ends. Post-completion customer service is terrible, and outside the one year period where you should be reporting every issue you can possibly find, you can forget about them giving two hoots about you.

They don't answer emails, they don't respond to complaints, they don't pick up the phone and they don't call you back. Absolutely appalling 'customer service'.

Beautiful experience. Met Jenny at Tilia Homes- Hawskebury Coventry. She was amazing, lovely and very approachable. How amazing her professional output.

Two outstanding members of the Tilia team, Sally Astbury (Sales) and Tim Eli (Site Manager) went out of their way, going over and above to provide excellent customer service and support. During the buying process Sally was fantastic, she is professional, friendly, knowledgeable, responsive and efficient; Tim excelled in after care support after I moved in, ensuring the snagging in my home received first class attention to resolution. Thank you both for making my Tilia Homes experience a great one!

Had very great experience they’re good customer service is very excellent and I will definitely recommend everyone looking for purchase ur first house go for Tilia home they’re will help you though everything u needed they’re really helpful 100%

Friendly, professional and fast. Honestly fantastic service, couldn't recommend more

I would like to extend a big thank you to Simon at Tilia Homes in Kiln/Elms Woolpit. I had a fantastic experience purchasing my new home. From the very beginning, Simon was highly professional and dedicated to helping me secure my dream home. He guided me through the mortgage process and referred me to an excellent mortgage broker who assisted me in obtaining my mortgage. The legal team Simon recommended was efficient and quick with the conveyancing aspect of the purchase. He closely monitored the home-buying process, enabling me to move in within a two-month timeframe. I am truly pleased with my home and grateful to have met Simon at Tilia, who made my dream come true. Simon works with a great team at Tilia, and they were always available to assist me with questions. It was a great experience, and I am very happy with my lovely home. I would highly recommend the team at Tilia for anyone looking to purchase a home. Thank you again!

Lovely houses, the area is nice with a lot of lakes and nature, schools are close as well.

From the moment i stepped in the sales office door at Furlong Heath in Norwich Ellie was welcoming and made me feel at ease immediately.
Nothing was too much trouble, spent time explaining everything and helped me choose the right plot.
Such a friendly and lovely lady, an asset to Tilia Homes.

Michelle Jazrawi, she is exceptional in cutomers service.

She give the impression of caring for residents without hiding the commerial realities of her role. A special person to have on your team

Purchased a home 28th Feb 2025. First sign that it wasn't going to be a great experience was that we visited the home early Feb and it wasn't near completion. I believed they would push the date back but they didn't, instead we come to realise they rushed the build through as fast as they could, meaning they sacrificed the works done on the home.
It's a shame I cannot upload pictures to here to show the state of the home they allowed us to move into.
It was meant to have a deep clean before we moved in, instead they gave us the keys to a dirty, dusty and rushed home. The floors had workmen's footprints all over, the kitchen floor was scraped from them dragging things across it I can only presume, windows all dirty with fingerprints & scratches. They had clearly painted the skirting & window ledges that day also as without realising, I had collected paint all on my clothing from looking out the upper window! They promised to send goodwill towards my clothing but never did as there "was no record of the site manager advising this" after he left Tilia maybe a week or two after. The snags list was intense with over 20 repairs needing doing mainly from rushing the build. The workmen had left half opened tins of paint in the bedroom, sealant, glue & rubbish behind.
When it came to snag list all those above were on along with simple things that should've been checked before allowing us to move in like the gate not being able to be closed & locked, holes in walls, back door not locking, parts on shower not fitted, cawk & glue stick on flooring plus many other repairs.
Until this date which is now 14 months later, we are still awaiting this snag list to be completed.
Be aware that any chance they get they will try to void the warranty to complete snags or repairs that need doing.
As they were dragging their feet completing snags which included the back door that was unable to open/close...we awaited months on end and in that time had a catio fitted along with a cat flap to the catio as it had been arranged months in advance and deposit paid. I would not have expected the back door to have not been fixed in this time. They then tried to void the warranty and refused to repair the door because I had the cat flap fitted to the door left side window on the patio door despite the issue being with the right door of patio. I had to fight tooth and nail to get them to repair the door following a rude attendance from their contractor who slammed my own door in my face after he walked out because I told him he can't void the warranty for the door because it was on the snag list months prior to having the cat flap fitted. As I luckily had the snag list proof in writing, they had to attend to adjust the door so it could close as they couldn't defend that in court as that's exactly where I would have took them out of principle.
We had a leak a year into being in the property also, their main concern was ensuring there were no cracks in the shower tray so they void the warranty on the leak, luckily they found no cracks so had to repair it. We are still awaiting the bathroom lights to be reinstated following the leak into the lights which they even refused to come out on an emergency repairs because I can just simply "not use the light in the bathroom". Safety of water entering a live was not their concern! They didn't want to attend because it was the Easter weekend and the leak happened at 10pm. They advised they raised as an ECO which is 4 hour response time to have their workman call and advise he won't attend because I can just not use the light...
The workman who eventually attended 3 days later advised that the leak was due to their drain. He did note that the shower sealant had also lifted and shouldn't be unless shoddy sealant was used OR they sealed the shower on the day we moved in without informing us, as we would have used the shower on the day so imagine how that would turn out, wet sealant and water equals sealant that won't last long which makes sense as to why sealant was dumped in the bedroom on the move in day along with the paint that had also obviously been used on the day to rush the purchase through. Of course Tilia refuse to reseal the shower as part of their "aftercare" policy.
This was the last straw for me and decided to write this honest true review so you can decide if Tilia is where you want to purchase your home from...it will cost you more than the home purchase price in the long run unless you are ok with not being able to close your back door, are happy with scratched tiles in a dirty home, leaks into light fittings with no emergency care, warranty voids, scratches on windows, call left on flooring along with the scratches and dirty, dust to clean out the bathtub on your move in day, uneven flooring, light fittings not fitted, uneven cupboards, splashes of red paint on white walls, shower fittings not fitted plus many more

We recently purchased a new home at Tilia, Cringleford, and the entire experience from reservation to key handover, was smooth and well managed. The team was cooperative throughout, particularly with the finishing works, which made the overall journey positive and stress-free.

A special thanks to Donna Riddell for her excellent support from the outset. She was consistently responsive and helpful with all our queries.

We are pleased with our experience and would confidently recommend Tilia to friends and colleagues.

Had a visit from Stewart Sellers, a Customer Service Operative, to complete some snags on my new home. He provided a great service, was extremely helpful & very friendly.

Donna was patient and walked me through the whole acquisition process. I was a First-Time buyer. She had in-depth industry knowledge and suggested to me multiple ways of handling various complicated issues I faced. She offered me extra support by answering many questions I had promptly all the time. Donna was responsible, thoughtful and helpful. She always thought from the customer's perspective. She took time in processing my customisation requests and ensured that everything was added accurately and to the highest quality possible. Crucially, these, together with the property, were of a reasonable price. I am glad that the transaction could be completed on time. Well done.

Not sure how Tilia keep a 5 star HBF rating. Bought on their site at Market Drayton, Montgomery Place. Some large properties at the price point but quality of finish is not great. Poor plastering, painting and joinery for a start. Snags are given back to the original contractor who seems either to be clueless or just make things worse. Carol in sales is great as are Tilias own maintenance team.

What made my experience great? Sally without a doubt. She should get a raise.
Apart from a mixup with my flooring (which wasn’t their fault to be fair) my experience with Sally and the entire Tilia home has been bliss. They acted quickly to rectify the mixup and I was able to move in.
They offer great price and intensives. Already referred them to my colleagues.😁😁

Good job Tilia.

We had a very positive experience with Tilia Homes. From the beginning, the process felt well-organized and much less stressful than we expected.

Sally was especially good and extremely helpful throughout. She guided us at every step, answered all our questions clearly, and made sure everything went smoothly. Her support really made a difference and helped us feel confident during the whole journey.

Overall, we’re very happy with the service and are now really looking forward to moving into our new home as soon as possible.

My experience was enhanced by Carol at the Market Drayton development. From the moment I first visited the show room to then completing on my new home, Carol was reassuring, provided all of the necessary guidance and went above and beyond in helping me with the process. She was always there at the end of the phone and would chaise up anything that needed actioning. She was amazing and helped me tremendously.

Very Bad service, cannot fix the issue with my stairs creaking in new home. I sent email to customer care Eastern office but no revert, on calling Hannah said we are very busy and will come back to you, but no response yet even sending multiple reminders. How can you are so busy that do not have time to read the email of customer, that is the job of Customer care team. This is after someone senior visited our house and said he will report to fix it. Issue was raised many months back.

Cannot give negative star else def a negative 5 star for the service.