dwh.co.uk

A disappointing experience with the service

Our experience with the service at this development has been extremely disappointing, leaving us in a state of uncertainty for over six months. Initially, we approached the company regarding their part exchange scheme, only to be informed it wasn't available due to our property's status. Although this was frustrating, we accepted it. They then promoted their “Move Maker” scheme, which was supposed to facilitate the sale of our home while covering estate agent fees. However, it wasn’t clearly communicated that these fees would be deducted from the cash incentive they offered. A third-party firm managed the Move Maker process, which hindered direct communication. The agents handling our sale were not allowed to discuss offers with us directly; all communication had to go through this third party. We were also required to sign an agreement stating that if we sold our property through one of their agents within a year, but did not buy from them, we would owe a 1% finder’s fee. We accepted an offer on our home and reserved a plot. We were then pressured to pay a £1,500 deposit for fitted wardrobes before finalizing contracts, which made us uneasy. However, we were assured that final fittings were imminent and it was urgent, so we reluctantly complied. Unfortunately, our buyers withdrew at the last moment due to mortgage issues. Initially, the company agreed to keep our plot off the market while we searched for a new buyer, which we appreciated. As that period came to a close, they suggested extending this if we lowered our asking price. They also hinted at potentially reducing the new build's price if we received a lower offer. Sadly, these discussions were verbal, and we lack written confirmation. We lowered our asking price in good faith. Two days later, we learned our reserved plot was being put back on the market. This was incredibly disappointing, especially since the property was then advertised with fitted wardrobes — which we had partially paid for — as an incentive for new buyers. Despite this setback, we continued to market our home and received another offer three days later. Since this offer was lower than the previous one, we requested a minor reduction on the new build to align with our existing mortgage offer. We were then informed that the plot had already been sold, and no reduction would have been offered regardless. This was particularly frustrating given previous assurances that the plot would likely not receive interest so quickly. We were offered a similar plot, but at a £9,000 higher price, with a build completion 4–5 months later and none of the original incentives. This situation has left us in a tough position of having to decline a genuine buyer for our home, as we now have no onward purchase and would incur a 1% finder’s fee if we chose a non-company property. We are also trying to recover the £1,500 deposit for the wardrobes, but have been informed it’s at management’s discretion since the wardrobes are now fitted. While we understand that a plot cannot be held indefinitely, we reduced our property price and continued marketing it in good faith based on assurances we received. At no point have we received an apology or acknowledgment of the predicament we are in. Given our experience, I would advise caution when dealing with this service, particularly the sales team at this location. Specifically, I would recommend: 1. Avoid the Move Maker scheme. Opt for a cash incentive instead to avoid being tied exclusively to this company. 2. Do not commit to extras like fitted wardrobes before contracts are exchanged, as these may be sold to other buyers and not refunded if your purchase falls through. 3. Ensure that all agreements or assurances are documented in writing via email. This entire process has been stressful, time-consuming, and profoundly disappointing.

Date of experience: Dec 08, 2025