We are extremely disappointed with our experience with David Wilson Homes and would not recommend them based on our experience.
We have had two major defects in our new home, neither of which have been dealt with in a timely or satisfactory way.
Firstly, we experienced a major drainage issue that resulted in sewage backing up into the property, and our new home smelling of excrement. This issue took several months to resolve. The first attempted fix failed, meaning that sections of our internal flooring had to be removed and the concrete subfloor had to be drilled and broken up on two separate occasions, causing significant noise, dust, and disruption. This was hugely inconvenient, and at one point required us to spend several nights in a hotel.
Secondly, we have had an ongoing issue with a bay window that often leaks significant amounts of water directly into our living room when it rains. This is a serious water ingress problem. Three attempted fixes have failed to resolve it. On one occasion we waited around two months for David Wilson Homes to even arrange an inspection, despite repeated chasing.
The response from David Wilson Homes to both minor and major issues has been consistently poor. Communication is slow, follow-up is lacking, and there appears to be no sense of urgency even when dealing with fundamental defects.
Despite these being serious problems, and despite raising a formal complaint, the Regional Head of Customer Care does not seem at all interested and will not engage with us. We made a formal complaint and received no response. The Customer Care team consistently fails to respond to emails promptly and our assigned point of contact is typically not available by phone. Follow-up (when it happens at all) is slow. We reached out to various members of the David Wilson Homes on-site team to try and rectify the problems, but this didn’t stop both of these serious issues taking months to be resolved. We even escalated to members of the board of directors, but never received a response.
The water ingress problem remains unresolved. At present, we are living in a house that is not watertight, and this ongoing defect is not being treated with the urgency or seriousness it warrants.
We are leaving this review as a factual and honest account of our experience to date. Should these issues be properly resolved, we would of course update it accordingly.
If anyone from David Wilson Homes wishes to engage constructively and resolve this matter, the customer care team responsible for Manor Chase will be able to identify our case.
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