I am genuinely surprised by the way Tilia has handled an issue that any customer might reasonably expect support with. Based on my personal experience, as well as insights gathered from reading other customer reviews, it appears that Tilia demonstrates limited regard for customer concerns.This was my first experience with Tilia, and unfortunately, it has been deeply disappointing in terms of customer service. A representative actively pursued us for information that was relevant to a potential home purchase, and later apologised for proceeding with an offer that had been confirmed both via email and over the phone.We shared our concerns as feedback with the head office, which subsequently forwarded our query to the regional team. However, we have not received any updates or meaningful communication since. When we followed up, we were told that the matter had been escalated to the Head of Sales, but again, no further response was provided. This has left us questioning whether internal communication is effective or if there is a lack of willingness to follow through on customer concerns.Given this experience has taken place even before a purchase has been completed, we are now left uncertain—and somewhat apprehensive—about the level of support one could expect after a sale is finalised.Regrettably, this has been our first and most disappointing experience with a customer service team to date.
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Tilia Homes builds quality new homes and communities across England. We work hard to deliver the highest possible standards for our customers in design, build quality and service. We go the extra mile to make a difference to the local areas in which we build and to be a company that our people and our partners can be proud of. We operate through our four regional businesses; Central, Eastern, Northern and Western. See more
