RosechurchHomes  Avis 2

Rosechurch homes……. Luxury new homes NOT

Since moving into her new rosechurch house in July 2024 my partner has had many issues

1. The kitchen work tops were of very poor quality. Very cheap, but rosechurch told be that they wasn’t. They scratched and marked very easy after only a couple of months. These tops are not fit for purpose. After 6 months the joints had blown and where in a bad state, not what I expect from a so called luxury development.

2. The grass in the back garden was very bare and uneven, I pointed this out to rosechurch homes director of homes and was told there is nothing wrong with the garden. I left it a short while and complained again as the lawn was getting worse. This time a landscaper came and looked and told me the garden was full of leather jackets and needed to be replaced. This work was carried out but after a few months of winter it has become a bare bog of a bit of land. So there is obviously an issue with drainage.

3. I had a leak from upstairs coming through the kitchen ceiling. When I showed the site manager he first of all blamed me for turning the water pressure up, which I hadn’t. In the end it was a mistake from the carpenters when building the house. They had boxed pipes in to tightly. This was fixed after a week of holes being cut into the ceiling and walls and repainting as they couldn’t find the problem. A week of a lot of not needed mess and work.

4. There was a drain blockage and I was straight away blamed by the site director saying it was my hair and I would be liable for the cost.

5. I have been having problems with lot of light coming through my second bedroom window due to a miss angled lamp outside. The answer I got from the site again was there is nothing wrong with the lights you need black out blinds. I have black out blinds (brand new) throughout the house.

6. The has been a lot of blown plaster around the windows. The plasterer came and fixed this. But he told me there was a problem with the plaster when they was building the house and it hasn’t been resolved yet.

On several occasions I was told by the site director there would be a cash good will jester. But after a few days this was taken away from me.

Moved into our Rosechurch Home in December 2023 at their Edgelake, Sittingbourne development. Rosechurch advertise themselves as selling luxury and quality new build homes but unfortunately just over a year later we are already having to buy a new oven, hob and worktop. The worktops are really cheap and they mark and scratch easily. The oven creates condensation in the drawers next to the oven, on the worktop and even pours through the knobs on the hob. When the oven is on you cannot touch the hob as it is burning hot and the indication markings have all peeled off, I presume due to the excessive heat. The condensation soaks all the cutlery in the drawer and has now started to damage the drawer. Rosechurch sent out their kitchen provider Roundel to look at the worktops and oven, they refused to look at the oven and told me to speak to manufacturer knowing it’s out of warranty but admitted that the worktops are faulty. He said although faulty any laminate replacement will mark and scratch the same, I disagree with this as we had laminate in our previous new build for 7 years with no issues. The laminate provided is extremely cheap and not fit for purpose. As Roundel said the worktop was faulty Rosechurch said I can have £500 to buy new worktops or have the laminate replaced with the same Roundel laminate. I said neither of these options were fair as £500 will not be anywhere near the costs I will have to pay out to replace the worktop, hob and oven and it’s pointless to replace with the same laminate as it will mark and scratch the same. As I said neither option were fair Rosechurch decided to remove the offer of £500 and said my only option was to now have the worktop replaced with the same laminate! Strange customer service response.

Their complaint procedure is stupid, they apparently have a 3 stage internal process, dealing with customer service, then the customer service manager and then a director. They make you rewrite your complaint to the same email address to apparently deal with different members of the team at each stage however everyone knows it is only Kerry and Dene the directors responding to the emails. As I couldn’t believe how poor their customer service was, I tried to reach out to their director Richard Hall. From looking at Companies House records I believe Richard would be the top director however I could not find any contact details for him personally so emailed the generic office email address for his other company Trenport however unfortunately I think somehow Kerry and Dene picked this email up first as I never received an email back but instead got a poorly written letter in the post apparently from Richard stating that I should never have been offered £500 and the only option was for a like for like replacement. The grammar and format of the letter were poor and not what you would expect from a public school, well educated man. Once you have done all 3 stages of their complaints procedure (emailing the same email address again and again), the final fourth stage is to contact BuildZone who are the new home warranty provider, however they only cover structural issues so are of no help for defects. This in itself I find strange as in my previous new build and anyone I know in a new build their warranty covers all issues.

My neighbour is also having the same issue with the worktop, plus countless other issues!

As we are so frustrated both me and my neighbour posted a review on their Google listing however our reviews and their Google listing have now magically disappeared! I have a screenshot of my review if needed.

If you are considering buying a Rosechurch Home I would advise you to take a closer look at the finishes as the woodwork, paintwork etc are all terrible (pictures can be provided) and the worktops and appliances are cheap, far from the luxury they advertise. If you do go ahead please hire a professional snagger who will enforce any issues get sorted.

As my issues are not getting resolved fairly, I feel I have no choice but to take them to the small claims court. It’s a shame that it has had to come to this but unfortunately Rosechurch do not act with the company values they state to have, there is no ‘professionalism, respect, responsibility and accountability’ and ultimately I do not have the luxury and quality new build home I was sold.