Review Time
I regret the day we purchased our house on the Sandcastles development. We have had multiple issues including fascia boards dropping off, towel rails that do not meet NHBC standard leading to freezing bathrooms this winter, wall staining that took multiple complaints before action was taken, badly fitting doors and windows with gaps big enough to see daylight, unsupported gas flue pipes and over twenty more minor faults. At present we are still waiting for bathroom towel rails to be replaced, but no-one will give us a date when it will happen so using the bathroom continues to be a miserable experience for me and my disabled wife. If they want to contact us to apologise and actually fix the outstanding issue - not fob us off yet again with "the plumber will be in touch" - then Don Anderson the Regional Director already has our number. Don't ask me to ring "Customer Care".
Upon arrival for our reservation appointment, Tanya the Sales Executive at Lovell Homes Drummond Park Ludgershall gave us a warm reception, and painstakingly took us through all the paperwork and offered invaluable counsel where needed. She carried on with her task with every sense of commitment, composure and professionalism despite how arduous the task was.
We enjoyed a 2% key worker discount as non cash incentive from Lovell which was very helpful, and we had a shower package and shower screen in the family bathroom for free, inclusive of full height tiling around bath. Lovell also included outside light to the rear of the building.
I would have loved if Lovell Homes installed an EV charging point in their homes in this park though, this can be a point for strong consideration for the future just so they can align with the national "going green" agenda of the UK.
Ellie was fantastic, super helpful, could not do enough for me, and made sure i left as informed as I could be (also provided tea & biscuits). It's clear to see why she was Sales Exec of the Year 2025, and has my early vote for the 2026 winner!
Upon arrival for our reservation appointment, Tanya the Sales Executive at Lovell Homes Drummond Park Ludgershall gave us a warm reception, and painstakingly took us through all the paperwork and offered invaluable counsel where needed. She carried on with her task with every sense of commitment, composure and professionalism despite how arduous the task was.We enjoyed a 2% key worker discount as non cash incentive from Lovell which was very helpful, and we had a shower package and shower screen in the family bathroom for free, inclusive of full height tiling around bath. Lovell also included outside light to the rear of the building.I would have loved if Lovell Homes installed an EV charging point in their homes in this park though, this can be a point for strong consideration for the future just so they can align with the national "going green" agenda of the UK.
From the moment we stepped on site in Wymondham we were well looked after by Ellie. Lots of time to explore options. No rush, no pressure, no fuss. Truly the most relaxed house purchase so far, as we could trust Ellie and her boss Jo were working with us to get things done in a timely and person centred way. The quality of the information we have about our house and our rights was outstanding. Can’t thank them enough. M & K Craig
I have lived in my Lovell built home in Lancashire for nearly 5 years now and it’s ok (and I mean ok) Had many issues with my roof which have been ‘fixed’ many times over the years until December 2024, 1 week before Christmas, we had a catastrophic leak in the top floor bedroom because the Dorma was so badly built and the roofing felt fitted completely wrong. It was put right by Lovell but still now have zero faith in it lasting and worry about it in Winter.One other thing I would urge you to think about it you’re buying a home from this developer is .. You may think, great I’m buying a freehold property, which is much better than Leasehold. Think again! Even if the local council adopt some of the development, part of it will remain managed land. Private Drives, play parks etc. Lovell Homes will most likely instruct RMG (Residential Management Group) to manage that land and you will pay service charges that will be uncapped and increase year on year. This is every household that is on the development, even houses on council adopted roads. If there is a play park on your development, you will pay for the upkeep of that through your service charges. You’ll pay for it to be inspected a lot and parts replaced when damaged - damaged potentially by someone coming on to your development and using the facilities, without contributing a penny because ANYONE can use your play park. It’s how Lovell get the planning through and then the Council will refuse to adopt it. The damage will be left for you, the Freehold home owner to pay. And if you’re like me and have no children using the park, it’s a bitter pill to swallow.This will be cost AS WELL AS your council tax. You will most likely experience ASB like we have on my development many times, teenagers causing havoc for residents, Police called many times. The park being the contributing factor to the ASB. I also urge anyone thinking of buying a new build to think carefully and read the paperwork, Transfer Lease and all the other pages of information from your solicitor thoroughly - especially the Covenants. I wish I had, as I would not have proceeded with the sale. Back to RMG, they will hold you in the palm of their hands, they will increase your services charges as they please year on year. You will pay for maintenance that never happens and if you don’t pay on time, they add late payment charges on and then put it in the hands of their debt collectors. If you challenge anything, they ignore you and stop responding.I own every ounce of my home (zero mortgage) but hate living here due to the fact I am controlled by Management fees. None (and I mean none) of this is explained to you when you are thinking of buying and during the sale process with the sales team.Think carefully about parting with your hard earned cash and don’t expect your dream new build home to be dreamy. My development is like a council estate 😡
This review is posted as a formal record of defects, safety failures, and Lovell’s refusal to rectify them.Lovell incorrectly installed the boiler, leaving us living with an unsafe appliance for approximately 12 months. When a British Gas engineer attended, the boiler was formally deemed unsafe, and the engineer confirmed that the defects were installation related and required rectification by Lovell. Despite this, and despite Lovell speaking directly with the engineer who identified the faults, Lovell refused to carry out immediate remedial works and left me responsible for resolving an immediately dangerous situation. Notably, Lovell subsequently attempted to argue and are continuing to argue that certain boiler installation components, including the flue clamp, should have been identified and reported by me at or shortly after legal completion. This position is wholly unreasonable. Boiler casing and flue components are specialist, safety-critical elements that a homeowner is neither qualified nor permitted to inspect. Expecting a lay homeowner to identify defects in concealed or technical gas installation components demonstrates a fundamental misunderstanding of gas safety responsibilities and further highlights the lack of accountability shown in this case.This constitutes a serious failure in duty of care and compliance with basic safety and installation standards.In addition, Lovell failed to correctly install plumbing and fitted appliances throughout the property, resulting in repeated and significant damage:Kitchen pipes were not properly attached, causing a full property flood.The washing machine and dishwasher were both incorrectly fitted, each causing separate flooding incidents.Pipes within the toilet cistern were insecure, came loose, and caused a bathroom flood.The garden doors were incorrectly fitted.The property was handed over with broken garage grates and missing roof tiles.Prior to handover, a toilet seat was broken and has remained unresolved for over 12 months, despite more than five visits. This demonstrates an inability or unwillingness to properly diagnose and rectify even basic installation faults.These issues indicate systemic poor workmanship, a lack of quality control at handover, and ongoing failures in aftercare. Many of the defects were foreseeable, preventable, and directly attributable to negligent installation.Lovell’s continued failure to remedy known defects within a reasonable timeframe, particularly those affecting safety, has caused property damage, distress, disruption, and a complete loss of confidence in the integrity of the build. A new-build home should meet basic standards of safety, habitability, and workmanship; this property did not.Based on the extent of defects, the length of time they remained unresolved, and Lovell’s refusal to accept responsibility even when presented with professional evidence, I would strongly advise prospective buyers to exercise extreme caution and be prepared to use your annual leave trying to fix issues.
We had a great experience at the Lowel Home in Florence field kings Lynn. thanks to Juanita. She was professional, kind, and very knowledgeable. She took the time to answer my questions and helped me choose the right products without rushing me. Customer service like this is hard to find!
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