Redrow - Eaton Green Heights, Luton

Purchase/ Completion: Throughout the purchase we were delayed multiple times. Redrow will give you a completely unrealistic date to get you through the door. Two separate issues were escalated to the regional sales manager Mariam Stone during our completion period as the onsite team could not deal with them, we were told we would receive communication from her, on both occasions we received nothing. Just before completion and after Redrow gave our solicitors notice to complete, we were made aware of another delay which meant we incurred additional costs for returning our mortgage payment (later reimbursed). It also meant that Redrow were not able to offer us a pre-completion visit. Week one: Within 5 minutes of moving into the property we were notified that we had no oven/hob due to the incorrect wiring being installed (NHBC inspection should have failed because of this). This took over a week to rectify and resulted in holes being made in our ceiling and walls throughout the house which was not a great first impression. We selected we would like a home visit and also sent multiple emails to try get this arranged, for three weeks straight we could not send any emails to the customer service team as their inbox was full. Eventually when we asked the onsite team to get in touch we were told by Carol that they had left multiple voicemails on my number but could not get through to me and assumed that we did not want to get a visit. (Turned out the number she was dialling was incorrect, even though the sales team and any other redrow teams managed to reach me on the correct number. No attempts were made to send an email or call my partner who was also listed as a contact. Lack of WIFI: For the first 4 months we had no WiFi in the property, Redrow were very reserving in providing the reason for this, although having spoke to the broadband service providers they have said that this is due to Redrow failing to dig the ducts underground for the cables and power. We can now get virgin from a cabinet further down in the development, but still have no access to other providers. Failure to follow floorplans: Redrow changed both the location of our loft hatch and kitchen layout. The loft hatch has been placed above the bed making it very impractical to use, on the floorplans we signed it is located in the hallway. Redrow are currently failing to provide an adequate solution or compensation for this. The kitchen layout is not as per the floorplans, we had a dishwasher delivered on day 1 but now 5 months later still have not been able to have it fitted, we also have not been able to get a drainage rack in the meantime as the sink has been placed under one of the main cupboards in the kitchen. For 3 months we were led to believe that this would be rectified to then be told Redrow are not prepared to move the kitchen as per the floorplan. We were told by the onsite team and customer service to raise a formal complaint for being misold, once we did this Redrow changed their mind and have sent the kitchen to measure up but they have come back to say there are issues with the plumbing which is why the design was changed in the first place. This is currently sat with Redrows technical team who it supposedly sat with for 3 months previously. We are also now struggling to get updates from the onsite team. To deal with the failure to follow floorplans we had to go through the complaints procedure, this again was a very poor experience, we were passed onto the litigation team (Tony Parker) who failed to respond to emails in a suitable timeframe. When asking the onsite team for an update they said they could not comment due to the issue sitting with the legal team. It is now 28th April and the last communication we received from the legal team on this matter was on the 10th February where we were offered 500 to not leave any reviews on redrow or raise any matters with the NHBC. This did not cover the issues we had faced on our 410000 home. We have not heard back from our response on 03rd March. Would avoid purchasing Redrow
Apr 27th, 2023

Very lovely and friendly staff.
Apr 20th, 2023

Appointment was on time, knowledgeable and approachable saleswoman, good quality builds, prices reasonable for area
Apr 18th, 2023

I was interested to view a 3 bed room property as advertised but what I saw was 2 bed rooms and a little room as 3rd bed room where I can not put a bed. Disappointed.
Mar 28th, 2023

Had a really bad experience with all things to do with Redrow and Eaton green hights. Saw a home and decided to go ahead with purchasing a mavern semi special at the price of 405,499. We were forced to be pre approved buy their own brokers torc24. They took nearly 2 weeks to obtain an AIP. We needed an AIP specifically from torc24 before we could put deposit down to secure the property. Buy the time torc24 came through with AIP they had sold out plot then released the exact same house further up the development at a cost of 10k more which they haven't sold and trying to now plug for 435k bare in mind we were going through this process end of march. 30k difference in a matter of weeks. I would say if you are thinking of purchasing on eaton green hights be aware they aren't worth what they are selling them for. Edited one year on, I've had a response on my Google review. I contacted redrows head office a number of times when dealing with them and they never got back to me. I did try to explain I already had a AIP from my own broker and every day that torc24 weren't getting back to us and being incompetent was a risk of losing out on our plott. Torc24 admitted fault and payed out compensation. I suspected torc24 purposely took a long amount of time to push through the other person who was securing my plott as I made it clear I have my own broker and wouldn't be using them. I never felt any support from redrow so I find it insulting they find it appropriate to comment on my review. This is about one year on and the Malvern semi is now down to 369k so glad I didn't go ahead I would have over payed by a substantial amount
Mar 18th, 2023