Review Time
We complete on our lovely new house in a few days and are very happy with it. Our experience with Tilia Homes has been very positive. Ellie has been wonderful, so helpful with our many additions and queries and has sorted out everything that we wanted. I would definitely recommend Tilia Homes and Ellie is a star!
We recently completed on a property at the Furlong Heath development in Norwich. The sales agent Ellie was the main reason we decided to go with Tilia, as we were made to feel welcome and guided through every step clearly and concisely as first-time buyers, and every question was answered clearly and promptly. We were very nervous about the whole process but we were made to feel like our needs were taken care of and everything was very smooth, definitely recommended!
Our handy man Mike went above and beyond to help us in our home. He is the only handy man that we want to come and help us because he actually comes and does a good job. He does it properly first time and has been fixing the issues that were caused in the first place. We’ve only live in our new build a year and it’s already got issues due to not being built properly. Finally getting somewhere now we have Rachel and Tracey managing the situation
I love my Tilia home and it would be even better if it was built correctly and the required works were undertaken to get it right.We’re 4 years in with a house with damp and moss growing out the external brickwork. NHBC are involved now but Tilia still cannot turn up to arranged appointments in person or even phone calls. Not even a response to my emails!! Poor communication to say the least. They also ‘ don’t do reimbursement’ for when I’ve taken time off from work ( self employed ) for them to not turn up, 5 times.
Landimore Park. Firstly, the sales people were very supportive and good at their job, thanks Alex and Lesley Ann.Then Rob the site manager is a real gent who has taken up the snaggings to ensure they are resolved. I never had the expectation that the house would be perfect and though you feel a bit deflated when you see the list you should expect a response and that is what I have received.I have been promised some help with bits of work like curtains and lavatory fittings etc., but I am keen to get the snags out of the way rather than get in fellow's space. Rob put in Robert Skibinski to do the snags and he is doing a great job. I find it is not hard to feel emotive about things but these are real people and they are very helpful. Thanks.
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.
We completed in March and we have had next to no snags sorted, the only time we had someone come to do some work he was here for 30 minutes then left.We had a leak coming through our kitchen and into light fitting and carbon monoxide alarm. We had 0 response from our site manager or the customer service team which meant multiple calls the emergency line. It has been 5 weeks since the leak has been fixed but we are still without a carbon monoxide alarm and water damage both upstairs and down. We have now been told it will be 4 weeks until this is sorted as there is only 1 technician working for the whole of the north! Tilia seem to lie when when they say they value customer service and are comitted to getting issues sorted. Our completion date was moved forward 3 months to our inconvenience and we have had next to no support/care in getting our long list of snags sorted; they seemed to have absolutely rushed everything at the expense of the customer.
I'm absolutely thrilled with the work done by Robert and Mark from Tilia Home! They recently replaced my doors at 21 Dartmoor Close, Paddock, Stoke-on-Trent, and the transformation is incredible. Their professionalism, attention to detail, and workmanship are top-notch. The new doors look fantastic and function perfectly.Highly recommend Robert and Mark - they're true experts in their field!
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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
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