Ourhomesmatter Avis 18

DO NOT USE IKEA FITTING SERVICES

I ordered a kitchen through IKEA and paid for their fitting service which was outsourced to Ourhomesmatter. The fitting process was a complete disaster and ended up not happening at all.
1. The fitting company changed the date twice, once 2 weeks before the start date and then again a few days before. They then called to say they would be late on the agreed start date (Mon 20 April) and ended up not turning up at all. When the fitter arrived on Tuesday he told me that he had informed the office on Saturday that he would be tied up for the whole of Monday, and that he was never going to be able to come that day.
2. When the fitter did arrive on Tuesday he took one look at my kitchen and told me that he wouldn't be able to do the job. Like the majority of homes my building is not a new build and has a few awkward corners and inconvenient pipes / wires. I was informed that the contract Our Homes Matter has with IKEA is essentially to put the cabinets together and screw them to perfectly flat walls. Anything beyond that is apparently impossible. None of this was made clear in writing at the time of booking.
3. I paid £2,475 for the fitting service, it feels incredible that for this price they would send one person, for two days work, to do things that I would not have struggled to do myself.
4. Another apparent benefit of using the IKEA fitting service is that it gives you a warranty on the kitchen. I was also informed by the fitter that the second they cut into the products for any work arounds, that warranty becomes voided.
In the end I sent the fitters away. I had already completely removed my kitchen so I was left with no kitchen and no way of getting one fitted. The only good part of this is that IKEA were quick to confirm they would refund the installation fees.

Our Homes Matter installed our IKEA kitchen. Their costs are high, much of which is retained by OHM rather than paid to their contractors, who all had a low opinion of OHM. The work was done to a good standard but OHM staff were unprofessional and unpleasant throughout. I haven't come across staff who are so quick to assume the customer is wrong, or seem annoyed by basic process questions. I would recommend IKEA go elsewhere, and you too.

Installation & Service
We recently used Ourhomesmatter for a kitchen installation in our Victorian property. While the installers were polite enough, they appeared unfamiliar with the specific cabinetry, leading to several items needing to be reinstalled. A significant issue was the lack of attention to the house's layout; because Victorian walls are rarely at 90^\circ angles, the walking space between units ended up unequal. Instead of consulting us on potential corrections or shimming the units for a level finish, they simply bolted everything directly to the walls. This lack of initiative suggests a lack of care for the final aesthetic and poor customer service.
​Plumbing & Pricing Issues
The most concerning part of the experience was the plumbing service. We were required to pay a £1000 deposit upfront, with the understanding that we would be billed for actual hours worked and refunded the balance. The plumber spent only three hours on-site, yet the company has refused to refund the difference.
​Furthermore, the work was not completed as agreed:
​The stopcock was not moved.
​An old valve was left in place while a second one was added unnecessarily.
​Water pressure in the kitchen has been significantly reduced.
​Final Warning
When I requested the promised refund and mentioned a chargeback, the company’s response became threatening. I would strongly advise anyone considering this company to look elsewhere. The combination of incompetent plumbing, lack of precision in installation, and unprofessional conduct regarding billing makes them a high-risk choice.

Kitchen looks stunning. Very pleased. Exactly as envisaged with the Ikea design team. Special thanks to Anna for ensuring that everything was finished off to my satisfaction.

Hands down the worst company I’ve used for renovations.

We bought our kitchen with Ikea and paid Ikea for the install…we didn’t realise that Ikea outsource this to our homes matter but they do…

Our homes matter also charges us to install and for supplementary work which is completely fair. On their quote they listed all the jobs needing to be done…

Each one has a bracket if cost…cheapest scenario and most expensive. I agreed the middle ground of the quotes looked ok and we agreed they would communicate any cost implications with me prior to work being carried out. On day one I paid in full…no delays…in full.

Fast forward to the first few weeks of the project. The electrician has been and done their part of the job. When the electrician was here I spoke to him about the work…he said it was all fine…so I left them to it. Within 12 hours I had an invoice for a project increase of 10%! Not once did anyone mention this to me…and as I say to them…a quote is not a contract to say I agree to work being done without communication. It’s a ballpark of what it could cost…they’d been paid and they didn’t think to communicate with me before doing the job to say it would cause a huge increase.

Anyway…I paid…in full within the hour.

Overall, our homes matter didn’t not estimate the right amount of time for any part of the project which cause us having to make alternative arrangements with our work to make sure we were here to let people in.

Next we have the 14 week delay and our homes matter refusal to finish fitting my kitchen and to finish doing my decorating. The decorating was appalling and not done professionally and after about a month they sent someone around to do it properly and even he was terrified at how badly it was done the first time.

Our homes matter are now refusing to engage with us, which has meant I’ve had to finish fitting the kitchen myself and I’m now in conversations with legal representatives to try and get some of the money I paid for things they didn’t complete. AVOID THIS AWFUL COMPANY.

We bought a Victorian terrace in need of extensive works last year and first on the list was a full kitchen refurbishment. This wasn't just swapping out cabinets and white goods, it involved some serious extras! Alongside fitting IKEA cabinets with custom Plykea fronts and utilities, OHM also installed:

- a new boiler, which was also moved upstairs from the kitchen to an old airing cupboard, so they rerouted the gas pipes
- two new radiators
- new pipework for the whole heating system
- underfloor insulation in the whole downstairs (also putting in new joists when they pulled up the flooring and saw the old ones were rotten)
- new flooring downstairs
- external wall lights outside the kitchen, plus an external plug socket
- a new fuse box

This was my second major renovation and of course it didn't go without a hitch and run completely to time, but I don't realistically expect that for a project of this scale though. I feel that OHM responded quite well to issues as they arose and sought to rectify them when flagged. I would strongly consider using them for another project.

We live in an older property so nothing is straight or level, which makes fitting a new kitchen tricky. The Our Homes Matter team handled it like absolute pros. They levelled everything and made sure each unit sat perfectly. I really appreciate it. The new kitchen blends perfectly with the rustic character of the house but still feels fresh and modern. It’s such a pleasure walking in each morning now. Highly recommend them for anyone renovating an older home.

The completion date was far beyond what I had expected, but the delay was due to missing items from my Ikea order and these didn’t get delivered until 2 months after the installation was done. I filed a complaint with Our homes matter and they told me it’s ikea who deals with stock issues and going back to install these. I’m still waiting to hear back from ikea. The girls were very helpful and patient from the office. Overall I can recommed this company, especially for their customer support.

I was happy with the overall service I received. I can’t really relate to what everyone is saying here. My kitchen took 16 weeks to complete too, but it had nothing to do with our homes matter, the IKEA set up is very complicated and these guys do their best to keep up.

After living with our old kitchen for years, we wanted something lighter, more open and better designed for how we actually use the space. We already had the design in mind and just needed someone we could trust to install it properly. OHM made the whole process so easier and possibible. The installers clearly cared about the design side of things, not just the fitting. They took time to line everything up exactly as planned. The new layout feels so much more balanced. The clean lines and symmetry have completely transformed the room.What I appreciated most was that they didn’t rush. Every corner and joint was done with precision and they checked with us on small visual details, like how the side panels should line up with the walls. It made me feel like the design really mattered to them too. Now the kitchen looks beautiful and exactly how I pictured it. It feels like a space we actually want to spend time in. I’d highly recommend OHM to anyone

We had been planning our new kitchen for quite some time and wanted everything to be fitted properly with professional finish. After doing our research, we decided to go with this company for the installation and I’m genuinely happy we did.
From the very beginning the process went smoothly. The installers adjusted the base units perfectly and double-checked that every cabinet sat flush against the wall.
They took great care fitting the worktop, cutting the openings accurately for the sink and hob area.
They also installed the wall panels so the whole kitchen has a high-end look. Even small things were done with care.
The whole experience was positive.
Our kitchen now looks absolutely stunning and feels solid and well built. We couldn’t be happier with the outcome and would confidently recommend Our Homes Matter to anyone looking for a reliable and skilled team for kitchen installation.

I had my kitchen installation carried out by OHM. The detailed and the quality of work carried out by the installers have exceeded my expectation. The team were professional, respectful of my home and communicated throughout the installation. I am extremely happy with the level of the service they have provided.

Much of the same experience as others on here.

I would give zero stars if I could. My experience with this company has been extremely stressful and disappointing.

The main issues:
• Poor communication: Emails are often ignored for weeks, and when replies eventually come, they do not address the questions asked.
• Delays and unfinished work: Promises are made about installation dates and follow-up visits, but these are not honoured. I had to repeatedly chase them and even involve IKEA directly just to get updates.
• Additional costs and pressure: There seems to be a pattern of suggesting extra works and costs far beyond the original agreement, making you feel like you’ll be charged again and again before anything is completed.
• Trust issues: Based on my experience and reading many other reviews, it’s clear this company overpromises and underdelivers. They try to shift blame instead of taking responsibility.

In the end, I had to go back through IKEA and my credit card company to protect myself financially. No customer should have to fight this hard just to get basic kitchen works completed as promised.

I would strongly advise others to read all the reviews carefully before considering using this company. My experience was not an isolated incident — the same complaints appear again and again.

We hired OHM Ltd for a kitchen refit, and the experience was disappointing. Communication was poor with no single point of contact (only a group email with multiple people answering making tracking of works difficult). Seemingly a reliance on ambiguity within their quotation to de-scope work. Kitchen works in December doubled in programme and then took till March to get electrical sign-off for the EIC.

Got this company to install our new IKEA kitchen. A work that was meant to take 5 days, took them 6 weeks. The customer care was POOR, the work unprofessional and the owner a horrible selfish woman who does NOT care about the work but only about the money. DO NOT USE THIS COMPANY

This company works as IKEA’s official kitchen installer and was responsible for fitting my new IKEA kitchen.

Before the installation, they visited my flat to confirm that everything was in order. Based on their assessment, I purchased all the necessary components. However, I was later told that my brand-new plumbing was not suitable because it needed to be concealed within the wall. They provided me with a quote for the adjustment, which was far from cheap, but I agreed to proceed.

The gas engineer extended the gas pipe by about 30 cm in roughly an hour. That part of the job was done properly. However, the plumber’s work was extremely poor. He carelessly cut into the plasterboard, damaged multiple areas, and even opened one of my IKEA kitchen boxes to use the cardboard as floor protection—without asking. He also asked if I had a spare piece of pipe he could use, which seemed unprofessional. Worse, he left a pipe loose, which started leaking onto my newly fitted parquet flooring while he went out to get materials. Additionally, he unnecessarily added L-shaped extension pipes to the sink water supply, which a certified plumber later confirmed were not only pointless but also unsafe.

After this shoddy work, I sent a detailed email listing my complaints. The next day, I received a call offering to send a gas engineer to fix the leaking pipe, even though I had already resolved the issue. They insisted it was a precaution. When the gas engineer arrived, he had nothing to do and had to call his boss, who simply told him to secure the sink waste pipe with two brackets—a 15-minute job.

Following my complaint, I received a call from OHM’s management team. The representative I spoke with was dismissive, interrupted me constantly, and rushed the conversation, saying, "This is not a constructive discussion," and "This conversation is going nowhere." Ultimately, I was told they would cancel the job, issue a partial refund, and that I should deal with IKEA or find another installer. Then, she abruptly hung up.

Stay away from this company! Their slogan may be "Our Homes Matter," but clearly, mine didn’t matter to them!