Rowland Homes Avis 

I purchased my home at their Richmond point site. The team on site were excellent and the finish superb. They discussed with me the details before build and even supportive after a year of moving in with an issues with fast remedial action.

Omg where do I start. Initially the sales person was a complete liar who causes no end of problems. He smokes in the sales office too which is gross at best. We have had no end of snagging (not small issues either). The customer care team are never available other than to ask you to email in and the replies are usually two weeks plus. I would avoid buying from these builders at all cost. The only positive we have experienced is moving to a beautiful area.

Love the layout and design of the house. Competitive pricing for the area. Extras are overpriced (but that's all bew build companies). I could NOT recommend house purchases with Rowland as their after sales service is shockingly bad. Over 12 months we have been waiting for remedial works to be completed (and in many cases even looked at). The only reason half of our snag list had been resolved is by going direct to the contractor.

Excuse after excuse of why works haven't been completed. And most of them time they say they will get in touch but never do.

I very very rarely ever review companies but in this case I felt it important to pre warn others of the non existent after sales service from Rowland.

What can we say about our forever home … Kiera our sales executive went above and beyond for us threw the whole home buying experience .. nothing was too much trouble her professionalism is second to none ! The specification on our home is top spec … even our snagging list only contained 2 points .. a little bit of painting on the bottom of a door … we love love love our new home .. Sam the site manager and Luke are always on hand if we have any questions .. absolutely fantastic team .. and thanks look for showing us how to work the heating system for the umpteenth time! Thanks to every one at Rowland homes😊😊😊

The customer service and after sales experience from this company is absolutely horrendous. Bought half a million pound house… and it’s basically.. here’s your keys now F off! So many issues unaddressed after 3 months of moving in, and constant excuses of staff turnover etc etc. They have no problem throwing up new house after new house, but can’t fix the shoddy finishing and terrible build quality in our new house 3 months on! We have been nothing but patient and gave them plenty of chance to get it sorted. And then we have just found out that some other people on site (who have moved in after us) have ahead most of their issues resolved!! Clearly we have been too nice and far too patient.
Disgraceful company.

Andrew at Heritage Park Garstang was absolutely fantastic.
Really pleased with our new house, everything we hoped for.

I can't say enough about the development and sales manager Andrew. Site Manager been great too, Peter. Heritage park wonderful home and beautiful location. Lovely community already xx Thank you Rowlands 😁

We bought a house from Rowland in January and initially, everything seemed great.

We handed the company a list of snags 7 days after moving in and the site manager seemed to take everything on board. He told us he'd start organising the work to be completed. The majority of the 200-odd issues were small and showed a lack of care - bad painting work etc.

The first issue came when they sent a man round to do some painting and he splashed paint on our brand new dining table. We raised this with Rowland who denied responsibility. We had no proof so we left it there.

Months passed and work was very slow but it seemed that they were progressing through the list. I tried to be patient as I know it can be difficult to get tradespeople at the moment. I was also very reasonable, telling them not to bother replacing certain items (such as a scratched towel rail) as I felt it was wasteful. Then we heard nothing for a while so I tried multiple times to contact the site manager (we were told we MUST go through the site manager not the Customer Care dept). After being ignored by the site manager for a couple of weeks, I contacted Customer Care and they said that we had been handed over to them (they hadn't bothered to let us know).

At this point we've been in 7 months and very little has been done. We're still unable to use our bath and our front door is missing a seal (it was freezing in winter).

One issue we're having is that the basin in the downstairs toilet has a crack in it which wasn't documented in our initial snag list, but that I mentioned in person to the site manager who said he'd add it to the list. We also had a plumber visit to adjust the basin and he saw the crack and said he'd let Rowland know. Rowland are denying all knowledge and refusing to fix the crack. Apparently I must have cracked it myself (no idea how I'd manage that). The best part of it is, it can be seen in a photograph taken four days after we moved in and they're pretending they can't see it!!

My advice to anyone buying from these people is to document EVERY conversation with them in an email. If they take photos of something, don't assume that's enough, send photos yourself. Call and email them weekly until they fix your issues. Be meticulous. It seems obvious in hindsight but when you've got a full time job it's difficult to keep on top of the progress of over 200 issues.

Done complaining now, off to buy a new sink (the cost of which is 0.012% - or 1/8200 - of the amount I paid Rowland for the house).

Excellent support so far from Sales Executive Kiera and Assistant Site Manager Luke.
Overall we are very pleased with the the house design and finishes.
We are confident that any teething problems will be rectified as soon as possible
Jane and Joe Roberts

Amazing
Amazing
Amazing
Could not be happier the service give second to none .
Absolutely love our New Home
Mat at Riverside Place has looked after us
Nothing is a bother Great Customer Service asset to your company :-)))

Visited Sandpiper Grange and had a really great experience with the Sales Representative. Now saving up for our deposit after speaking to Acumen. Looking forward to meeting up with our Sales rep Stephen

Would not recommend at all. We bought our house in 2016 ever since we have had nothing but issues. we had no drainage in our garden which resulted in a garden we could not use. We pay leasehold for the land also. The roof has leaked twice we have had it repaired to be told it shouldn’t have happened. Our toilet wasn’t connected correctly which resulted in a leak into the hallway this caused 2 leaks. The oven didn’t work fully when we moved in and we had lots on our snag list that never got fixed but we were sick of chasing them we left it. We have now got another leak from the bathroom. The amount of money spent trying to fix the issues cause by the poor workmanship is a joke. Would not recommend Rowland homes.

We were a First time buyers and we're completely out of picture when we met Stephen from Rowland homes in Sandpiper grange. He was so helpful,so kind and patient with us. He helped us to pass through all the process from early bird to handover the house and everything passed smoothly. We are so happy with our new house. If you need a new home find Stephen and all will be OK. Thank you so much Stephen

Another horrible experience from this company.

Astonishingly rude!

What do you want? To level the ground? Erm yes i’m afraid of floo…. Hadn’t finished the sentence and ‘the regulations say I don’t have to so I’m not. But it will flood. The floor of your house is there (indicating approx 3”) so won’t get into the house. So the line that’s there which is caused by moisture isn’t the result of water? Even though it’s no where else? No. Perfectly normal. Ok. So it won’t flood. No. Can I video you saying that. No.

Is there anything you can do to help me? I am worried because I was told it will flood? What like a gesture of goodwill? Pah no id have to do that for everyone and I don’t have to so Im not. WOW! But my garden is the only one with a hump. See what you’re saying but I won’t be doing anything about it. Double WOW. As a customer care representative, this must be how the company expects their staff to behave. Sad really because the previous lady I spoke with was lovely. If I could give a zero I would!

To be honest, the house itself looks like it's well made and we didn't come across any major issues with it. However, the problem we had was with the garden.

Right from the beginning, the drainage was terrible because the soil was mostly clay, and it just wouldn't drain at all. We tried seeding the grass, and the site manager told us that it would improve after a year, but even after a year, it was still just as bad. We could hardly walk on it even days after raining. We brought it up with the site manager again, and he acknowledged the issue, but he had to check with his manager to see what could be done. He didn't get back to us, so I had to follow up after a couple of months. He came back with the same answer, but he never got in touch with us again, and I foolishly didn't chase him up.

After the winter, we checked the garden, and it still hadn't improved at all. We contacted Rowland, but they said that the warranty had expired, and there was nothing they could do. We should have been more persistent, but what really annoys me is that their customer service just gave us the runaround, saying that there was no warranty and that it was our problem, didn't care at all. If they had come up with a sensitive response, I would have been ok, but just to not care at all, tells me everything I need to know.

This makes me think that:

1. They don't care about their customers after they've made the sale.

2. They'll be helpful before the NHBC survey, but if there's a costly issue, they'll try to avoid helping.

3. Site managers can't be trusted.

So my advice is, if you buy a house from them and have an issue, don't wait, keep following up and don't give up. They'll try to avoid it if it's a big issue.

In the end, we ended up paying an outside company to fix the garden, and now we don't have any more issues.

Edited: response to my review is as unhelpful as customer service has been when dealing with the issue. How can we monitor if after 2 years you will not care at all due to not having warranty? And the site manager said drainage was not normal.

Couldn’t recommend Stephen at Rowland homes more. Stephen has been so helpful and is a really lovely person to deal with. Stephen has made a stressful and scary process of buying our first home so much less daunting.

We reserved our home with Matt in October (he was covering on Stephen’s site). Matt was super easy to work with and explained the process really well. Following our reservation, we then dealt with Stephen for all aspects moving forward.

From choices, to regular updates Stephen was always well in the know and had helpful suggestions and insights.

No matter whether Stephen already had customers in the Showhome, we never felt like a burden and he always made the time to speak to us about any queries.

Our house completed in early February and we got the keys on 24 February 2023.

Since moving in, no snag has been too big or too small. All snags were dealt with efficiently and there has been no issue with adding additional minor snags as we live in our home and become familiar with our new setting. Harry and Liam have been great in making sure we had everything we need and that everything was the way we wanted. Stephen has also regularly checked in and made sure we were happy with our home and that we were happy with how snags were being dealt with.

Overall, we could not be happier with our experience of Rowland Homes and buying our first home with them. From first impressions to life post moving in, we have had a great experience and are so glad we put our trust in Rowland Homes.

Really happy with the finish of the house and the aftercare has been brilliant.
A particular thank you to Stephen in Sales at Sandpiper Grange in Cottam, he was superb with my move and helped in every way he could. Harry, the assistant site manager has been very good with his communication and carrying out the small list of snags we have.
Incredibly happy with our home.

Thank you so much to Andrew at Heritage Park Garstang for all your help, advice and guidance from my first enquiry to completion. Nothing was ever too much and no question too silly. For a first time buyer, you made the process so easy. Thank you.

Not happy with the customer service - we had an issue in the first months after buying the house, I was told to wait and the issue was going to get fixed itself with the time- ok, we wait, but nothing changes. After a year we raised our concerns again, the site manager agrees it is an issue but we don’t hear after following up. Then I have chased it this year again and they now tell me that my 2 year warranty expired and they can’t help. Great, isn’t it?

Update March 2023 !! Yes it’s taken almost 18 months to get to this point so I’ve put this update as a new review, please read my previous review and those of home owners who live in their homes not just those who have recently completed the buying process so you can make an informed decision and make note of points that may be relevant to your house purchase. If you have purchased I advise a professional snagging company report would be money well spent.
I had a visit today that involved checking if the expanding foam used to seal the gaping holes is present (facia plates left in the wall cavity behind radiators) I’m told the extreme cold in top floor room that is inhabitable is result if not balancing the central heating efficiently, despite advising that neighbours in Townley 3 storey homes also have same problem. Other issues I tried to raise wouldn’t be discussed. ( eg drive not 2 bricks below damp proof/ French door not fitting correctly- a locksmith said either hinges are misplaced or he’d go as far as saying it’s the wrong door for the casement ) Not a complete waste of time as I have been told RH will not revisit any of the other issues I have raised and can do no more, it has shown I have exhausted their complaint procedure and I will now take a different route
I will update when I have progress

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