Tilia Homes Reviews 

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

From our very first visit around two months ago, Jinni has been incredibly welcoming, friendly, and professional. She has taken the time to understand our needs, wants, and personal circumstances, and has always kept them in mind throughout the reservation process.

Jinni has been excellent at keeping us informed, regularly updating us on new developments and checking in with us regarding our situation. Her communication has been outstanding, and she has always been available to answer questions and provide guidance whenever needed.

What stands out most is that Jinni genuinely cares about her customers. While always following the correct procedures and remaining professional, she has gone above and beyond to support us and make the reservation process as smooth as possible.

Buying a new home is a significant decision, and having someone as knowledgeable, approachable, and supportive as Jinni has made the experience much less stressful. Her positive attitude, patience, and dedication to customer service are a real credit to Tilia Homes.

We are very grateful for all her help so far and look forward to continuing our journey with Tilia Homes.

I visited Talia Homes at Hawkesbury Lakes (Coventry) on Fri 5 Jun and was recieved by Jinni who give me a warm welcome and excellent customer service. She took the time to carefully explain each property I was interested in, answering all of my questions in a professional and friendly manner.
The quality of the homes was wonderful, and I was very impressed with the attention to detail and overall standard of the properties. Jinni's knowledge, patience, and willingness to help made the whole experience enjoyable and informative.
Overall, I received outstanding customer service and am looking forward to taking the next steps. I would highly recommend Jinni and Talia Homes hawkesbury in Coventry to anyone considering a new home.

Nice gentleman very personable and professional. Completed the job in good time and explained what he had done. Thank you.

We are first time buyers who don’t have a clue what we’re doing but Julie Dickinson has been so helpful every step of the way, she has explained everything in great detail and has answered every silly question we have!
We would highly recommend Tilia homes to anyone. Julie has been brilliant! :)

As first time buyers, the idea of buying a house was daunting, especially a new build which was just foundations when we first saw it! However, Ellie at Furlong Heath made the process easy and as stress-free as possible, providing us with guidance and updates throughout the process.

Ellie has always been available for any query or reassurance. Even when our plot was delayed, Ellie ensured we were kept updated on any movements on site weekly. Coming to the end of the process now as we move in little over 2 weeks, Ellie has been incredibly supportive and follows up on any queries I raise, and follows up with the site manager promptly.

The experience would've been a lot harder without Ellie, so thank you for making this experience as painless as possible!

I recently purchased my apartment, and I would like to say a huge thank you to Sally Astbury and Emily Whitby for everything they have done from start to finish.
From the very beginning, they were incredibly supportive throughout the whole process and went above and beyond to help me every step of the way. Their professionalism, effort, kindness, and dedication made such a difference, and they always made me feel reassured and well looked after throughout the whole process.

Thank you, both for all your hard work and for helping me move into my apartment so quickly and smoothly. I truly appreciate everything you’ve done and couldn’t have asked for a better experience . Highly recommended!

Hello 'AGAIN'!

Customer service reps come & go & things never seem to improve...

Four years ago, I purchased a Stainton spec property on the Castle Croft development in Startforth, Barnard Castle & had numerous issues with build quality which continue to this day!

The most serious problem is a boundary position issue with my neighbour. When I first took possession of the property the boundary line was positioned mid-way between both my neighbour's property & my own i.e. front to rear of the side elevations of both property's & gardens.

During the purchasing procedure I was informed by both the site manger & the site sales agent that due to the fall of the land between both properties the boundary line would be relocated which conceded more land to me & less to my neighbour, also a fence was erected defining the new boundary; or so I thought!

Just over a year ago my neighbour approached me after registering his property with the rand registry & informed me that the boundary line between our two plots was located incorrectly. As you can imagine I was furious due to the fact I thought that Tilia Homes site manager/technical would have adjusted the site plan plot boundary line accordingly, so four years on I'm still waiting for Tilia Homes & my solicitor to address this problem so I can also register my plot.

As I have maintained & invested in the disputed area for four years & the dispute instigated by Tilia Homes is not rectified in my favour I may be forced to seek financial recompence from either Tilia Homes &/or my neighbour.

I have also raised a formal complaint - & as expected Tilia Homes customer service does not even comply with their own reply/response time scale of five days to acknowledge the customer.

Another issue I have with Tilia Homes is - why have development covenants if they are not enforced? If I had known this, I would not have purchased a Tilia Home as we are plagued with some resident who park trailers, caravans & commercial vehicles on our development, because of this the visitor parking bays are monopolized by the same ignorant residents!

Finally, CEO's come & CEO's go just like customer services reps, but hopefully things may improve under Gary Ennis's leadership; only 'more' time will tell!

The house buying process was relatively straightforward - doing a part exchange was really useful for us. Unfortunately that's where the positive experience ends. Post-completion customer service is terrible, and outside the one year period where you should be reporting every issue you can possibly find, you can forget about them giving two hoots about you.

They don't answer emails, they don't respond to complaints, they don't pick up the phone and they don't call you back. Absolutely appalling 'customer service'.