Dundas Estates Recensioni 

I would strongly advise anyone considering buying from Dundas Estates to check their missives very carefully before completion and make sure snagging and post-handover defects are clearly covered in writing. In our experience, once you are in the property the company becomes extremely restrictive about what they will and will not fix.

Despite a professional snagging report identifying multiple issues, Dundas have insisted they will only address items listed on their original handover document and have refused to properly engage with wider defects. Communication from customer care has also been poor, and responsibility is repeatedly pushed back onto contractors or warranty providers.

Buying a new build should come with confidence that the developer will stand behind the quality of their work. Unfortunately, our experience has been the opposite. Proceed with caution.

This is our first time dealing with a house builder and we are glad we chose Dundas. Moving into a new home is never going to be smooth but Erin in customer service and her colleagues have ensured our queries have been dealt with in a professional and swift manner. Their communication is second to none.

I am writing this review to share my extremely disappointing experience with Dundas Homes regarding a serious construction fault in my property. Although I purchased my home less than a year ago from the previous owners (who moved in August 2022), the issue we’ve uncovered is a direct result of how the house was originally built.

A Gas Safe engineer recently shut down our boiler after discovering that the flue had not been installed according to the manufacturer’s required 3‑degree angle. Because of this incorrect installation, acidic condensate has been sitting in the pipe, causing corrosion and allowing water to leak into the electrics and the boiler itself. This is a major safety concern and absolutely a construction-stage defect.

When we contacted Dundas Homes, their response was essentially: “You’re the second owner, nothing to do with us.” They told us to go through NHBC. NHBC then confirmed that Dundas did not take out the policy that would have covered the boiler and flue, meaning we had no protection through them. NHBC advised that boiler flues are the responsibility of the installer/house builder — in this case, Dundas.

After escalating my complaint to Stage 2, Dundas replied again refusing to assist, and the email wasn’t even signed by a named person. No ownership. No accountability. No willingness to help.

My last resort was to contact the original installer directly — something Dundas should have done themselves. The installer is now involved, but Dundas never even informed him of the issue, instead repeatedly directing me to NHBC or suggesting legal action.

Meanwhile, my husband, our two young children, and I have been forced to sleep on the floor at my parents’ house for nearly a week with no heating, no hot water, and no support from the builder responsible for the faulty installation.

For a company that markets itself as a reputable home builder, the lack of responsibility, empathy, and basic customer care has been shocking. Future buyers deserve to know how Dundas Homes handles serious defects — especially when they relate to safety.

Polite, efficient and collaborative. A pleasure to work with.

We have recently bought a property from Dundas and have been incredibly happy with the service we received.

Erin who works in customer service has been absolutely fantastic in her support. Any problems at all she is at the end of a phone or email and is very supportive.

This was our first time buying from my Dundas but I would highly recommend Dundas to anyone which is exactly what I did with my cousin Linda who is buying the apartment downstairs from me.

As our appointed Senior Customer Care Co-Ordinator, Erin has been prompt and understanding to all queries and concerns relating to new build snagging, both on the phone and via email. This was both for the 7day, 6monthly milestones but also for emergent issues that fall outwith those dates

We are in the process of purchasing our new property at the Railways development in Dunfermline and the experience has been exceptional.

Rachel (Senior Sales Executive for this site) has been honestly incredible, after several absoloutely awful experiences with other new-build developers in the area we were almost put off the entire process. As soon as we mentioned my partner has accessibility issues others were not interested in providing the extra information we required.

The experience with Rachel was the complete opposite, she welcomed multiple appointments with us, offering both in person and online appointments to suit our needs. She also ensured to quickly respond to any emails we sent (again a pain point with others) and welcomed any questions we had,even some of the more technical ones i wanted to check she ensured i got full answers provided by her site team/ head office.

Rachel has also welcomed us having our stair lift contractor into the property to measure for this (due to a 6-8 week lead time for it to be ordered) and yesterday to our surprise even sent us pictures of the flooring after it had been installed to show us how incredible it looked, truly showing Rachel really wants to go that extra mile for her customers.

We really look forward to moving in and will ensure to update the review with the rest of our experience however we are confident Dundas will do their best to look after us.

If anyone is looking for a new build honestly would recommend making an appointment and discuss with their sales team who will work with you to find your dream home.

Thanks again Rachel and everyone at the Railways development in Dunfermline.

Update (4 months in): Would just like to post an update to my previous review after having been in 4 months and again recognise the exceptional service provided by Dundas.

The site managers (Pat and Gary) completed a snagging list with us the during the home demo, during the 7 day visit and we also had a professional snagger in. Pat went through the entire report with us, converting this to their own snag list to agree what should be rectified, he has also visited several times to check on what work it ourstanding and its always nice to see him as you can tell he cares.

I have also emailed the customer care team several times now both with general queries, requiring additional documents and also to chase snagging issues (this was down to sub-contractors rather than Dundas, which have now been rectified) and I have to say Erin always provides exceptional service and nothing seems like too much bother which really is appreciated as you hear all these horror stories about once they get payment thats it, not with Dundas.

Honestly everyone from Dundas i have dealt with has been incredible and really try ensure we have recieved the best experience possible, snags happen and not everything will go right 100% of the time but this is a housebuilder you can trust.

Fast call back and efficient communication on availability of local on site team helped to resolve my problem with my patio door.
Follow up with an email was great too asking if the issue was resolved.
Great service from Erin and Gavin the joiner.
Thanks

Erin, senior customer care coordinator at Dundas Estates and development has been out go to person for all snagging appointments and couldn’t be more helpful. She deals with all queries as quickly as possible and chases things up for you. Nothing is too much trouble. My husband has dealt with most issues we’ve had until recently when our family bathroom was out of commission. With 4 adults in the house using our en-suite Erin was able to move things along to arrange convenient times for the relevant services to attend. We are very happy with our Dundas house, we have had the expected snagging for a new build and the team from Dundas, Rab et al, who complete this in your home are very polite and helpful. Thanks Erin for all your help.

Recently moved into our new build at gilbertfield woods, Debbie in the sales office was great and kept us up to date and helped with the whole process , since moving the service from Gordon the assistant site agent has been excellent , he has been efficient in sorting out any snagging and kept us up to date with when work was to be carried out , overall the experience has been positive and now we can settle into our new home for Christmas , would def recommend

Recently moved into our new Dundas house & so far have been absolutely delighted with the service from the customer care team.

As like any new house we have had snagging issues which need to be resolved. Initially we found the site team to be very unhelpful with this. Around 4 weeks after our purchase we were passed onto the customer care team who have been an excellent help.

Since being transferred to customer care we have had the pleasure of dealing with Erin. Erin arranged for a full face to face inspection of our house to be completed to give us a chance to discuss all issues with a customer care inspector. Since this visit all of our agreed snags have been acted upon promptly. The communication with Erin has been exceptional & we are absolutely delighted with how quickly the remedial works have been dealt with.

The organisation of these remedial works has been fantastic as often the has required more than one trade to attend the property at the same time. This organisation has made this process relatively stress free which is very much appreciated as we have a 10 month old baby.

Since starting to deal with Erin our whole customer experience has been fantastic & has changed our experience to a positive one.

I have been dealing with Erin from dundas for my house. The dealings have been quick, easy and very helpful. I would recommend dundas As a builder and dealing with the staff is easy.

I reported an issue with our property to the customer care team, and Erin went above and beyond to make sure this was dealt with quickly and professionally. Erin made sure I was kept informed on the progress of our enquiry, and dealt with everything with kindness and empathy. We are always pleased with our dealing with Dundas, and Erin is a credit to the organisation.

Erin is always very helpful... she responds promptly and provides great levels of customer service!

Erin was very helpful from first initial contact until advice given about resolution in place . Communicated well via email and kept up to date at each stage

We bought our new home with Dundas at the Railways. Rachel was great throughout and kept us updated. Pat was also very helpful and informative. Thank you so much.

We have just reserved our new home with Lyndsay. She’s been wonderful from start to finish, nothing was too much bother and went through everything to make us feel at ease.

I had previously left a review to reflect the annoyance we had at the start.
When we moved in, a young assitant Site manager was supposed to look after our Road and those of us who had just moved in. Long story short he was overwhelmed and we ended up waiting and waiting to get snags fixed, with other plots experiencing the same issue.
However Dundas listenned to our complaints and put a new Site manager in charge of the houses on our Road. Richard is a real gem at Dundas. We see him checking on progress on other plots reguarly, he stops for a chat and ask how things are and most importantly once he was in charge things got fixed.
Now with the changes Dundas has made, I would certainly recommend Dundas Shawfair site.
We are surrounded by greenery, 20 minute drive from Edinburgh city centre. The Plots have large Gardens and Houses are well planned out.
Dundas has now, certainly stood out to us by making changes where needed, by listenning to residents and by their hands on approach.

Very pleasant to deal with and with a willingness to help. I've dealt with Dundas customer care a few times and although some problems do take a little time to resolve, they do get done. Many thanks.

I have been dealing with Erin at the start she was great but over time been trying to get them on the phone and have sent emails and no replay not even in the house a year and trying to find out when my grass is getting done simion from land scape design has been out and said it would be done in June know at the end off August and still no further forward plot 107 gilbertfiled cambuslang