Wainhomes - www.wainhomes.net

Do not trust them but raise official complaint as soon as you observe the first symptom of delays in resolution. I trusted the Contract Manager for resolving the issues but only had delays with false promises. In fact, asked to give a positive NHBC feedback in exchange of a particular work. It’s unfair practice!!

I bought one of the most expensive homes in the Wainhomes development, spending over £700k with upgrades. However, the after sales service has been disappointing, with unresolved major issues. Despite finishing the development, the snagging list is still pending, and I feel penalized for being one of the last. The customer care executive, is not taking responsibility for the issues but try to shift as owner’s responsibility. Site Manager has been so supportive but had no powers to do anything before his boss’ approval. I pity for him as he had to face customers’ issues.

There are 100s of issues major ones are;

1. Kitchen - paid for the upgrade and such a poor installation, worktop joints splitting, lipping joints everywhere, moreover not installed as per the agreed design. I had been fighting for it for 9 months and when I booked the work to do it privately, they turned around to fix it and refused to refund the money paid for the upgrade which was a fair ask when not listened to. I was trapped in a dispute between Developer and multiple contractors in the middle. The worst part is “Construction Director” also endorse the delay and refused to return the money I paid to upgrade. Absolutely frustrating. See pictures. Concluded the complaint with an excuse that Kitchen was working and there is a two years warranty so may take time. Ridiculous!!!

2. They swapped the Toilet location with Wash basin. The excuse was they had three designs for the property and now it’ll take days and very intrusive job to fix. How would you expect from such a big company?

3. Turf - water clogging, totally uneven with dead turf in a few months. There is a hump in the Garden. I hope one day it’ll be resolved.

4. Flooring - the entire flooring was poorly installed with gaps well above the tolerance level. Again, it took review from the manufacturer to convince Wainhomes to remediate the flooring. It took 5 days to remediate with no access to the ground floor.

5. Windows - Windows with full of debris stuck in the seal, not sealed. It took over a dozen of visits to fix the issues.

6. Scratched ridges look so poor on such an expensive home.

7. There are more than a dozen tiles that are poorly aligned and lipping. Paid extra for another poor installation. Took over a dozen of visits and still not resolved.

8. The list is endless on follow ups from the day of possession.

DON’T TRUST THIS DEVELOPER!!!

We bought a Wain homes property in July 2022 with lots of smiles and promises from the sales people. Little did we know what we'd let ourselves in for. From day one, after finding dozens of snags, we became worried at the length of time and lack of communication for Wain homes. It bacame very clear that their customer service department held a very 'couldn't care less' attitude and that the builders were of the poorest standard. It took well over a year for Wain Homes to deal with the snags and even then, when they repaired or replaced a problem, in a lot of cases, the fault reoccurred. We are still dealing with handles that are falling off doors, locks not working and breaking even when they have been replaced and doors dropping. Even our garden has grass that won't grow due to whatever is in the ground preventing it. The most recent event was the boiler which broken and the tenants who had just had a baby was left without hot water and heat. I Called the emergency help line as soon as the boiler stopped working on 11th March 2024. When I did get to speak to the operator, they responded by saying 'why are you calling this number, it's only for contractors' and told me to phone the customer help line. I called the customer help line where the answer phone message provided me with exactly the same number as I had already called. So, I called that number again and was told the exact same thing.

So, I emailed WAIN homes on the same day (11th March) explaining that the occupiers of the property had a brand new baby and I could NOT leave them without heat or hot water.

As usual, they didn't respond until days later (14th March). As much as you seem to think it is acceptable, I couldn't leave the tenants without heat or hot water so had no option but to call in an engineer who diagnosed the fault due to the usual poor workmanship by your builders. Wain homes eventually replied to inform me that I have invalidated the 2 year warranty on the boiler as I Had instructed an external engineer. WHAT DID THEY WANT ME TO DO???? Wait for their lack of response to an emergency???? Most people would understand that I had no option due to the fact that they hadn't responded to the emergency and I couldn't get to speak to anyone.

NO SURPRISE that WAIN HOMES are not accepting any responsibility for this, I wouldn't have expected anything less from their company who, in my experience holds first prize for the worst customer service that I have ever experienced.

Please DO NOT buy a new home from WAIN HOMES, we are devastated by our experience with them and continue to be disappointed and upset to their response to us in everyway :(

Bought a house on The Paddocks, Preston. Had a professional snagger come and take a look as we have bought a new build before and know how bad it can be. Didn't move into the house for 6 weeks after completion, gave them the list and a key so they could get on with the snags whilst nobody was in. They just took this as breathing room to do absolutely nothing. We're now 5 months in and a third of the list is still not done or even booked in, sat here with an unusable downstairs toilet that is mouldy and infested with bugs, broken guttering and many many others.

My advice to anyone is to avoid, but if you go ahead anyway, make sure you get a professional snagger and hound them daily.

Wainhomes offer no customer service - expect a upsetting, stressful, disheartening experience if you do any business with them.

It has taken years to get my home to the quality I expected to buy it at.

They were threatening and used bully techniques my solicitor was horrified with - AVOID AT ALL COSTS!!

Imagine holes in wall, flooded gardens, cracked shower screens, faulty plumbing, dangerous electrics

We bought a new home from Wain Homes Northwest Ltd in December 2017 at their development in Chinley, Derbyshire. We commissioned a professional snag survey before we moved in which identified 149 snags, which were given to the Site Manager and Customer “helpline” to resolve. Most of these eventually had to be fixed by us, due to the apparently deliberate tag-team of the customer helpline and the site manager - each referring the problem to another, but the snag never getting resolved. This is a common complaint amongst most of our neighbours - poor build quality and exceptionally poor customer service

It got worse three months after moving in when internal plumbing cam apart in the roof space, flooding the house, necessitating a complete replacement of the internal plasterwork and extensive damage. We were out of our new home for over 4 months whilst it was repaired by our insurers. Naturally, Wain home homes denied responsibility for the poor workmanship that caused the flood. Two years later, just before the date of the court hearing (that my house insurers initiated), Wain Homes settled and they paid all the costs of the repairs and uninsured losses. No apology received from Wain Homes however!!

As of today, two and half years after completion, some snags remain unresolved and the “Customer Charter” documentation at 30 days and two year periods have never even been sent to us for review, and certainly not signed by us.

We have bought new houses from, Redrow, Birch Homes and Tarmac before, so we used to having small snags and getting them resolved amicably. Wain Homes however do offer anything approaching customer service, and we would say they deliberately avoid fixing anything to maximise their profit margin. Their Customer code is not honoured and they rely upon their customers getting tired of comparing and the NHBC is frankly a waste of time. AVOID this builder - do not believe their promises, because you will be disappointed.

We are now at 3 and a half years and we are still waiting for our original snagging list to be dealt with.

Render was 1/3 of the thickness of building regulations, constant leaks, dangerous "craftmanship", missing insulation, non existent customer service.

Avoid at ALL costs! If you've already put down your reservation, just cut your losses and run. They've got your £500 but it's too late now...

My experience of Director and Sales Director has left me with the impression they/Wainhomes are not an honourable organisation.

The sale representative at a particular site in Lancashire had taken £500 from me to secure a particular plot that they would finish building before Christmas this year.

While the sales representative was on annual leave and with full knowledge of my payment of £500; Sales Director authorised a trainee representative to take another £500 from another person for the same specific plot - in breach of Wainhomes' own terms and conditions.

Such breach was communicated to me via text message which essentially told me I could not buy the plot I had signed for.

These issues of breach are yet to be resolved and I am still waiting for the Director to respond to my letter of complaint that he received on 24 October 2018.

In addition, they have not returned my £500 and I am now being told I can buy another plot which won't be ready until around easter next year.

It all feels very unprofessional, high pressured, aggressive and dishonourable.

Based on my experience, I could not recommend this company to anyone.

The customer service is rubbish, the build quality is poor and you will get nowhere trying to get faults fixed. Many people have had a lot of issues,

Against the wishes of perhaps all the local population homes are to be built on lanbs road thornton. The road network is chocked as it is.Money is the only consideration from this builder be warned.

Wain Homes are advertising new homes in thornton Cleveleys and their advance information sounds idyllic.

However, local resdients reading the advance information would never recognise the locality in Laambs rd as described by Wain.

They calim the development is well served by schools both primary and secondary. They do not explain that all the local schools are over subscribed and children will have to travel at least 2 miles.

They also claim easy access to the M55 but do not explain that this is via a local road that has not been improved for over 30 years when it was used for horse and cart and is now gridlocked every morning and evening. In fact it can take up to an hour to travel to the M55.

Anyone considering this development should investigate further. Talk to local people. Read local social media and then look elsewhere .