Tilia Homes Avis 

Just had Stewart sellers come and compete some snagging on my home, he went above and beyond and completed jobs on the list that were booked in for future appointments too, was very professional and a credit to the company

Ellie has made my experience really smooth, she’s been very helpful and any problems I have noticed she has sorted them out. Thank you!

Simon was fantastic from start to finish—friendly, approachable, and happy to answer all of our questions. He was knowledgeable about the homes and the buying process, which made everything much clearer for us. Simon made the experience of buying a home so much more exciting.

My partner and I reserved a house in July 2025 due for completion in Spring 2026. We were provided with very little updates and not even informed when the sales contact we had left and her inbox was not being monitored. Massive delays without any reasons given. By Spring 2026 the house hadn't even started to be built. In June 2026 we were told it was finally going on to the build plan for completion in Winter 2026! When we reserved we were told that we could part exchange and at every update we did get we were assured that was still the case, until it came to it going on the build plan when they suddenly turned around and told us we couldn't part exchange! Shocking communication and delays. Needless to say we purchased with another builder.

The main reason we choose Furlong Heath out of all the developers in the area was mainly down to the fantastic customer service from Ellie - we just felt at ease and knew with her knowledge/experience that the process we are currently going through would be a much better experience all round than other developers, she’s a credit to Tilia and we are looking forward to the remainder of our home purchase.

We were considering buying a home from Furlong Heath and Ellie was incredibly helpful throughout the process. She took the time to explain the different options for selling our current home and connected us with the right people to support us along the way. Due to personal circumstances, we decided not to move forward with the process, but Ellie remained professional, supportive, and understanding throughout. We truly appreciate all of her help

After moving into a Tilia property in April 2026, I was shocked to see the amount of snags there were ! I was lucky enough to of had a visit from Brian Aldridge, Customer Service Operative from Tilia Homes, who was helpful and understanding, he listened to my issues, was reassuring with what needed doing and started to put things into place straight away ! Thanks Brian, I am grateful for your time, your help and your support 😊

The whole process from first viewing to hand over of keys took one month at Tilia Homes, Cashmere Park, South Molton. Karen (Sales Executive) won us over with her impeccable smile and professionalism. Being our first home, she made the process so simple. The house is well built to a very high standard, with the friendly Site Engineers (Dan & Zoe) always willing to help sort out any snags as we moved in.
If I was to buy a second home, it will still be from this awesome team.

If I could write no stars that would be more appropriate, shame really because the House is nice but customer service is absolutely pathetic. Once the builders left the estate and roads have been left unfinished and many houses on our group chat have issues that not being attended to in lines with our aftercare 2 year policy. Sales were great but of course they would be wouldn't they. Once you are in they really aren't interested. They blatantly ignore emails and THEY DO NOT ANSWER THE CUSTOMER SERVICE HELPLINE. We have a car charger which we want to use but has power issue, sent two emails and rang helpline endlessly but NO PERSON ANSWERS HELPLINE. SO frustrating. Be warned great to start with but when builders move away say goodbye to any TILIA aftercare because they are not interested......

After waiting over a year, we finally moved in during March 2025, expecting to enjoy our first home. Instead, we’ve spent more than a year living on what feels like a permanent building site.

The snagging process has been nothing short of shambolic. From the day we moved in, we’ve had an endless list of defects requiring constant visits from contractors. Rather than enjoying our home, we’ve had to repeatedly chase updates, take time out of work for appointments, and live with ongoing disruption. Many repairs have been poorly completed, only to require further visits, while others have simply been forgotten altogether due to the constant turnover of staff.

Over a year after moving in, we still have outstanding snags. It’s incredibly disappointing that a new-build home can still require this level of remedial work so long after completion.

The situation has only been made worse by poor communication, ignored emails, broken promises, and a lack of ownership from Tilia Homes.

The sinkhole that appeared on a resident’s driveway in September 2025 also raised serious concerns about the site’s ground conditions. Despite our requests, Tilia Homes have refused to provide documentation to reassure residents that mine shafts elsewhere on the development have been appropriately treated.

Buying our first home should have been one of the happiest experiences of our lives. Instead, it’s been over a year of stress, inconvenience, and disappointment. Based on our experience, we would not recommend Tilia Homes to anyone considering buying a new-build property. In fact we advise you to STAY CLEAR OF TILIA HOMES!!

As first-time buyers, we were filled with so much hope when we reserved our home with Tilia Homes in February 2024. After a long wait, we finally moved in in March 2025, but almost immediately, our dream was shattered. We were misled during the reservation process and mis-sold on key aspects of the house. Soon, a major shower leak not only ruined our brand-new flooring but also caused mold in many areas, forcing us to have everything replaced. Since then, every step has been a struggle with slow responses, unprofessional repairs, and recurring issues. The turnover of staff has been impressive, meaning our reported issues have been lost time and time again. Over a year later, we still haven’t had all our snags resolved, we’re left with an incomplete front garden filled with rubble, a boggy back garden, messy brickwork, walls over 20mm out of level. The constant waiting, ignored emails, and incomplete repairs have left us heartbroken. In September 2025 a sinkhole opened up on a residents drive way on our estate, a completely terrifying incident that left us questioning the ground conditions across the site. Tilia Homes have refused to provide documentation to us to ensure mine shafts elsewhere on site have been appropriately treated (this should already be available on our council planning portal). Tilia Homes fail at every step. We wouldn’t want anyone else to go through what we have. Our story is not isolated, Tilia should not be able to get away with this without consequences.

Absoluty shambolic after care , we bought the most expensive house of the development, despite living here for 4 years roads have not been surfaces walkways have not been done. Now they simpli ignore our emails or attempts to contact, shameful

Purchased a home in 2023. They throw the houses up with issues, especially shared ownership, and then do not help with issues. Had issues from the minute I moved in, they then caused further things like damp, slipped roof tiles causing hundreds of pounds worth of damage. Guttering not extended correctly causing damp where the water is running onto my property, which caused mould in my neighbours house too. Someone came out and said the insulation was not put in correctly in the loft causing the roof tiles to slip. Still not sorted to this day and being ignored for months with a baby in the house. Now looking to sell and never buy with Tilia again as originally planned but stuck here because they won’t fix the issues and no one will buy this house.

Thanks Rafal Buzuk for your professionalism and care when coming to our home to repair some snagging items.

Awful experience with Tilia since purchasing the house 2023. Has caused so much stress and anxiety which you don’t expect when buying a new house!
Numerous problems:
• water leaking from bathroom to kitchen ceiling. 1st happened in 2024 which Tilia “rectified”. Has since happened again. Have been waiting over 6 weeks to get this fixed. The site manager reported it was due to worn sealant around top of bath and advised I reseal and carry on using bath/shower. The sealant is all intact, did my own investigation filling the bath with water and draining, the water damaged spread to kitchen ceiling. Has been classed as “urgent” since nearly 4 weeks ago as light flickering in kitchen, water damaged could have damaged electronics.Plumber came out on 17/06, reported would have to drill holes in kitchen ceiling to investigate if the water is leaking from hidden pipes. Was told to discuss with site manager before doing this. He came back saying that he has been told not to drill holes in ceiling and that someone will come and paint over the stains and to carry on using the bath to see if water damage came back. Obviously this has caused a lot of stress. Contacted customer services who informed there was a communication issue between plumber & site manager and the work should have been carried out that afternoon. It feels like I am being fobbed off all the time. Another date was arranged for plumber to carry out work, today 22/06 in the morning. It’s now 12:40 and no plumber has arrived. Customer service are chasing plumber and informed will get back to me. I have had to arrange my shifts at work to be home. It’s always me chasing customer service, very rarely they contact me. They have classed this issue as urgent.
• Canopy over the bay window has been damaged due to scaffolding been left erected for over 2 months. This has caused water damage/leakage to wall in living room. Was only a small job, 2 x loose bricks. More excuses were given that the builders did not have a long enough ladder therefore the scaffolding was left erected for over 2 months. Again I was chasing customer services. The scaffolding was erected in March 2026, the canopy is to be looked at again on 26/06, site manager has already assessed it weeks ago but I have had to chase to get the canopy fixed.
• Lack of drainage in the back garden which should have been put in place before the house was completed. The garden was water logged. Tilia gave excuses not to put the appropriate drainage in. Took nearly 2 years for the work to be done. I had to put own turf in garden as Tilia only supply topsoil, which was rubble. The garden had to be dug up to fit the drainage and was told by Tilia they would not apply turf to the garden as it wasn’t their responsibility. I argued that if the appropriate drainage had been in place before completion then I would have not have had the garden dug up, therefore their responsibility to re-turf. So 1 small box of grass seeds was scattered by groundsman. The garden was left for about a month with bare soil, eventually Tilia arranged for turf to be laid. And once again me chasing everything up. The back gate was damaged when the drainage work was being completed, was left without a back gate for a while, security issue.
I wish I had known about snag professionals when I moved in. There are chip and bumps in the plastering, The fittings are cheap.
This is the 1st house I have owned as a single parent, should be a happy experience but all of this has caused me so much stress and anxiety. I feel I am always getting fobbed off, and that Tilia don’t care.
The people who have given good reviews your lucky.
Update….the plumber still has not turned up and customer services have not got back to me! It’s now 13:45 and I contacted customer services at 12:41

Paige has been our POC from the beginning and she has been very helpful and reachable throughout. We are currently at the Reservation stage but I have no doubt that this level of communication and attentiveness to us buying our first home will continue on. Especially with the customer journey roadmap she presented, explaining all the times she and Tilia will be in contact with us, post move in date

Customer services is extremely poor we brought our house last February as first time buyers. There was a few snags and a leak under the kitchen sink which took a good few weeks to get fixed and sorted.

We also noticed the longer we lived here and the more rain we had that the garden was so unlevel and that the water runs towards the house

There is multiple issues wrong with the gardens like no top soil , bricks holding up fencing . Poorly poured concrete posts. A real mess to be honest

I first emailed back in April to discuss the gardens , never got a reply after 3 weeks had to call up and was told on the phone someone would email me back and get someone over , well we’re now in June and the only person who has been to see the garden is the site manager which might I add has changed 3 TIMES! Since moving in last February. He advised me he will contact Tilia directly again nothing happened.

My last email from them was on the 27th of May and I was advised they would be intouch with some dates to get someone round to sort the garden yet here I am and no one has given any dates or replied to my 2 follow up emails regarding the dates

Absolutely joke and poor customer service not what you expect when your buying half a million pound houses tbh

Helpful staff. Good communication. Any problems rectified. Lovely housewarming gift when we moved in.

Tilia homes were excellent from Start to finish throughout the purchase of my house, even with a few bumpy encounters along the way. A special thank you to Katrina. She was instrumental in getting it over the line, keeping me updated regularly. It was fitting for me that it was her that met me at the property to proudly hand over the keys after exchange. Also, thanks to Michelle and Claire for swiftly rectifying small snagging issues we found after we moved in. I highly recommend the team. You're in safe hands.

Thanks again.
Jaspreet

We have had fantastic expierence with Jinny from Tilia homes at hawkesbury lakes. Her customer service is second to none and she has made the whole process exciting and reassuring. Would highly recommend