Review Time
Ongoing Issues and Poor Aftercare at Albany Park, HampshireI bought my home from Vistry Group at the Albany Park site in Hampshire and, sadly, the experience has been very disappointing — both in terms of build quality and customer service.From day one, I reported a damaged kitchen panel and a leaking tap. It took almost two years to get the kitchen panel resolved, and the tap is still leaking to this day. I’ve also dealt with a leaking dormer around a window and loud, persistent floor squeaking throughout the property — issues that should not be present in a new-build home.What’s been especially frustrating is the poor communication and inconsistency from customer care. I’ve had to chase constantly, been passed between different team members, and rarely received timely updates or resolutions. The snagging process has been slow, fragmented, and largely reactive.To add to this, I was repeatedly asked to leave a 5-star rating for the NHBC survey early on — even though I had clear, unresolved issues at the time. I couldn’t help but feel like once the positive feedback was in, my case was deprioritized and I was largely forgotten.From feedback I’ve heard, I am far from alone in facing these challenges within my street and the wider development. I welcome the opportunity to share and discuss my experience with new homebuyers to help them make informed decisions.For a company of Vistry Group’s size and profile, this level of aftercare simply isn’t good enough. I hope sharing this review encourages greater transparency and real improvements for future buyers.
I gave an offer for an apartment at brunel street works in canning town and it took a week of chasing to hear back with a counteroffer. Within 30 minutes I replied - this was 1 week ago. meaning it's been 2 weeks since I originally gave the offer.How pathetically lazy do staff need to be? and how useless are the people employed here that this is how they act when they are trying to sell a property...NOT a property they've sold and now don't care about. This is them not caring about selling the property in the first place. Talk about a red flag. If this is the pathetic level of service when selling imagine what it would be like in the aftersales.I've had to chase these clowns and no one came back to me. No one chased. No one bothered. Then 1 girl responded saying she'll chase up an answer on Monday - it's now Monday evening. I don't know who the bigger id0ts are - the staff or the people running it but it's clear the employees just scroll on Instagram and pass time until they can go to the pub. hands down the biggest disgrace I've come across in property and customer service
There isn’t a 0 otherwise I would have scored them that! The service is diabolical the tradesman are amateur the snag list is endless ! They don’t keep in touch ! Absolutely bloody useless DO NOT BUY BOVIS !!!!! We wish we hadn’t!
I bought a house 4 years ago and am now selling. An odd legal issue was raised by my buyer’s solicitor and the Vistry Northern Home Counties team (specifically Vicky Porter) moved very quickly to resolve this for me. Couldn’t have asked for more. Their switchboard reception team was also brilliant, ringing me back after inadvertently giving me the wrong name to correct their error. Thanks everyone involved.
Can't express how poor this company is - build quality is shocking, and they argue with every single item that needs to be put right. Do not fall for the 'quality is much better now, Directors inspect every plot' rubbish - they are disgusting.
They are completely ridiculous! I have some defects in my house since we moved in more than 2 years ago and still havent been fixed and worse. But they missed few appointments recently. And everytime the carpenter, the site manager who so ever came in, the office said I didn't response to the appointments. But I replied their email immediately everytime and have record. And I called and emailed and chase and never get back to me! And they will suddenly show up to your house and said can we come in to check? Seriously?! But everytime just check not fixing!
I am giving 5 star rating only to mention Eva Lo from Vistry Partnership customer service/customer relationship department who is super friendly, humble, kind and supportive. We had number of issues which we didnt know how to deal with but she was kind enough to get it sorted with her experience and the handy man. Quite useful in our first flat where we did not know anything
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Vistry group PLC - Quality build and design in the UK
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