Redrow Reviews 

One-Week Review After Moving Into Our Redrow Home
Redrow asked for a review after one week of moving in, so this is an honest account of our experience so far and our thoughts on the house. This review may change over time depending on how the outstanding issues are addressed.
Initial Appointments and Reservation
We booked an appointment for a Sunday, but when we arrived we were greeted by a different colleague from the person the appointment had been booked with. They had limited knowledge of the development and could not provide much information. Our previous house had already been sold but the house we were buying had fallen through, and we needed to make a decision within seven days. That same week, the whole Redrow team went on a training course, so we received information sporadically via email and no calls taken for the whole week and felt under pressure without having all the details we needed.
The second appointment, after reservation without the information needed was much better. We made all of our upgrade choices, and the information was explained clearly. This was a very good appointment, although it is how the first appointment should have felt.
Home Demonstration
The walkaround of the house was good. However, the house was still very dirty, although we were still two days away from completion so there was time for it to be cleaned. Part of the kitchen ceiling had been replastered and was still rough, with the finishing work expected to be completed within 48 hours. We were told this was due to cracks caused by movement in the house as a new build.
We later questioned the reason for the ceiling issue by email the day of the demonstration, but 10 days later this has still gone unanswered.
Moving-In Day Cleanliness
On moving day, the house was still not clean. There were footprints across the ground floor and urine on the floor in the top bathroom, which we reported the day after moving in. We were told a cleaning team would be sent out because this was not acceptable, but five days later no cleaning team had arrived. We have since had to clean someone else’s urine from our brand-new house ourselves.
Leak After Moving In
The day after moving in, our daughter used the shower in her en-suite and the kitchen ceiling that had been replastered became soaking wet. We emailed Redrow, who replied that, in their opinion, it was not an emergency. They did provide a number to call if we thought it was urgent and advised us to log the issue on the portal.
A plumber arrived on Monday and said the leak had been resolved, but the kitchen ceiling was soaked again that evening. Builders arrived the next day to dry line the area and discovered that the leak had not been fixed. We now have a hole in the kitchen ceiling and in the middle-floor en-suite, as the investigation found that a nail had gone through the pipework behind the tiles in the en-suite.
Overall Thoughts and Rating
The actual house is very lovely and the build quality seems good. However, we have roughly 50 snags to go through, including the leak, rough paint finishing around sockets, and misaligned doors. The patio doors do not close properly, and neither does the front door and damp found in the loft.
Some of this is normal for a new build, and this is not our first, but how Redrow responds will determine whether the rating goes up or down.
Some parts of our experience have felt like one star, some have felt like four stars, and the actual house, once finished properly, could be a five-star home.
For now, I will start with a three-star rating because of some of the experiences and the leak. However, I am a true believer that no one wakes up intending to make a mistake; it is how we come back from mistakes that matters.
This is a true, honest review.

We purchased a house on a premium Redrow development and as you would expect the sales experience was very good. Thereafter the customer support for any issue and resolving snags has been shocking bordering unprofessional, the reasons for not fixing stuff are unbelievable when there is clearly an issue. I would advise anyone to think twice before buying a house from this company. I certainly will not be and would not recommend to anyone.

Great team, kept us fully informed throughout the process.

Overall the property is good. Been in the property a week and have a list of snags, doors not closing due to bad fit, screws exposed on stairs, rear sill on patio doors cracked. Instruction books for kitchen fitment don't match. Paid significant extra for amtico £5k, in kitchen /diner joins lifting. Mould already on skirting in cloakroom and cupboard (heard this happens). This evening discovered pool of water under washing machine, cause Identified leak on isolation valve tap. Turf had not been laid but can wait as not sensible in the hot weather. And also, never any mention of no TV aerial by Redrow or me. So missed most of world cup games. Oh well.

Just discovered, hob doesn't work. Also forgot to mention, electrical socket on island not wired to mains. Cable in cupboard has a plug on it! What am I meant to do with this. Connect an extension lead across kitchen floor?
Week later nobody has contacted me.

Now been contacted, issues identified, being addressed. Thku.

Lovely property and house. We have snags reported and some of them were addressed quickly.

Customer care and dealing with snags seems to be just getting worse and it was bad before…

Listed a snag a few months ago that when we turn indoor lights on downstairs the outside light by the front door randomly flickers.

They sent out an electrician who couldn’t figure out why and came to the conclusion it’s a fault with the outside light. When I asked could it be replaced they said no because it’s a fault with all the outside lights they have in stock. I asked does that mean everyone on the estate has an outside light that flickers when kitchen lights are put on, he said yes.

I asked neighbours and asked on the estate WhatsApp group and no one else has this problem so was feeling like I’ve been fobbed off with a statement which clearly isn’t true.

I have a family friend who is an electrician and teaches electrics in a college who came to do a job for us and we asked his opinion. He laughed and said it definitely isn’t a fault with the outside light, it will be a fault with the wiring.

We re-logged the job and received a call to say an electrician would come on Monday. I cancelled a day in work to be at home, this means I will loose a days income but at least we will get more snags ticked off….

On Monday no one came despite me sitting at home the full day. I contacted customer care who said to call back the next day as there was still an a few hours left of the day. I contacted customer care the next morning to be told by the person who answered the call they couldn’t help, to wait until the afternoon for another member of staff to be in.

Eventually they called back, said they would continue to try contact the electrician to rearrange. I said I wasn't happy that I lost a days pay and was given a simple ‘sorry’.

We also noticed on the portal one of the jobs had been marked as complete by the electrician. How can this be complete when they didn’t even attend? I asked customer care who has the ability to complete jobs and was told it is the customer care team themselves who have done this in error?

Constantly having to chase customer care, poor communication throughout, still not had dates arranged for other snags to be looked at. Electrician used the excuse they had sickness and the other electrician filling in ‘forgot’ to attend. Extremely poor service!!

I just hope things improve in resolving the rest of our snags in a prompt and professional way as at the moment good customer care is very much lacking.
We emailed to ask ‘any updates’ on arranging visits for the rest of our snags, but they don’t even bother responding.

Great service and good customer service so far currently. Good communication

From viewing the show houses to speaking to the staff at Centurion fields (Lyndsey and Alison ) I felt comfortable and any queries and questions I had were answered. The experience was very good. Highly recommend any one to look at this development.

Unfortunately we moved into our new build home in Amber Fields 6 months ago now and have since discovered that there are a number of issues such as a ceiling and boxing in in our kitchen that isn’t straight, lounge flooring that needs to be ripped up and redone, tiled shelving in our bathroom which tips towards the main wall pooling water, garage roof that had to be re-tiled. I have also become aware from 3 separate subcontractors that Redrow’s site manager knew about issues with the house during build stage but told the subcontractors there wasn’t time to address them because the house needed to be sold before Christmas to meet targets. Had the post-sale services been better these things could have been quickly addressed but instead we are on month 7 and still awaiting many of these things to be addressed, we have been left to organise visits from subcontractors ourselves and tell them what work needs doing, and had to make various inconvenient arrangements around our work to accommodate Mon-Fri visits to address the work, aswell as feeling the need to make 3 formal complaints to get anything done. Sadly we haven’t been able to enjoy a ready done house as we had imagined but instead have had stress and disruption of our family life. Needless to say, I do not recommend Redrow!

Redrow’s trust pilot reply is that they will pass this feedback on to relevant people- however I’ve stated that I’ve made 3 formal complaints, so it’s clear they are already well aware and this is not a matter that we haven’t fed back appropriately!

Non-existent aftercare. Multiple issues have arisen in the house, and although they were logged via the customer portal, there has been no attendance to resolve them even after two months. Despite this, Redrow has repeatedly marked issues as “resolved” on the portal, which is unacceptable when no repair or inspection has taken place.
Promises from the on-site sales team that someone would attend have not been followed through.
In addition, a water leak was reported but left unattended, resulting in damage including soaked newly laid carpets and underlay in two bedrooms, as well as water reaching the ceiling below before anyone attended.
Issues have still not been resolved. Even after raising a formal complaint, there has been no meaningful resolution or improvement in response times or communication. Overall, I am very unhappy with the level of aftercare and the handling of reported defects.

Very helpful sales team, site team and very good with communication and updates to ensure it was a hassle free purchasing process

From the very start the Sales Team at Pilgrims Chase were tremendous. Both Sarah and Georgia helped us through our journey to purchase. We felt the girls were with us every step of the way and couldn’t do enough for us. Sarah and Georgia were truly excellent, quality service. Pilgrims Chase, Harlington, felt right for us. A small development on the edge of the Village with a great sense of community. Our Redrow home is perfect for us and we’re pleased that we’ve chosen a quality builder for our forever home.

Yesterday, we thoroughly enjoyed our Home Preview with James, Oliver and Sam. Everything was carefully explained, with clear instructions on the heating and any questions that we had regarding the build, were addressed immediately. We are now extremely excited to complete on our new home and looking forward to moving in very soon!

Our meeting with Amy went very well. The information she provided was concise and her professionalism was second to none. We were listened to and had all of our questions answered. A credit to Redrow!

I would call out Christina, one of the customer service executive for making my things happening quickly based on the delays happened in the past
Thank you Christina

My initial experience with Redrow was good and the sales staff were friendly and helpful which encouraged me to want to purchase the property I now live in.
The site manager was also helpful when I met him at the property to view the inside when it was near completion.
It was useful to be able to use my account to see the progress and include any extras I might want to add.
However since moving in I have had a particular problem with the way the turf has been layed and the poor quality of it despite paying a considerable amount of money for it £1530 to be precise.
I have complained a number of times about it and had poor follow up.
I don't blame Dave the liaison person I think he has done his best to deal with the garden firm.
The firms employees did come back and finished off the end of the garden last Friday but there are still a good number of bare patches in the lawn which I am not happy with.

Sometimes you just have to stand back and take time, to appreciate how people go about customer service. To say our journey to find our forever home has been tricky is an understatement. Enter Chantelle at Redrow Newton Garden Village......truly beautiful person who made our dream home reality. From the minuite we arrived to the second we left, we recieved unrivalled compassion, understanding, and a genuine grit to put us into the home we have been trying to find by Redrow for two years.

Sales are sales i find, and why some make you feel like its just a job to them,others I've now discovered do all they can in their power to deliver a kind of sevice that real dreams are made of.

Chantelle at Newton i applaud you, five stars will never be enough for your kindness, empathy and down right determination to help us in the quest for our beautiful new home.

Thankyou once again and we look forward to our return to live at this beautiful development.

A dream we thought would never happen until we met you guys....so have a wonderful summer and see you soon

Jon

The team at the Paddock Green development have been friendly, professional, patient and made us feel very welcome and confident in the choice of our new home. All our queries were answered expediently and clearly so that there were no misunderstandings.

From the moment we first expressed interest in a Redrow home Josh, Paul & Olivia were so easy to deal with and made the whole process smooth and straightforward. Nothing was too much trouble and no questions went unanswered. The combination of the house style and a really wide range of options has given us a great home.