Martin Grant Homes UK Recensioni 29

I purchased a new build from Martin Grant Homes June 2022. In March 2023 The down pipe from the roof gutter come away, It was a quick fix. Now in March 2025 the same problem again. Sent endless emails and rang customer service they didn’t want to know saying out warranty. This problem has nothing to do with warranty it’s about it wasn’t fixed correctly the first time. Martin Grant Homes your company has poor customer service skills and haven’t a clue about the consumer law. Consumer rights act 2015 read it and educate your staff.

We purchased our family home from Martin Grant Homes in Buckton Fields, Boughton in May 2022.
We started to get problems with the down stairs cloakroom which would frequently block. Martin Grant repeatedly attended to unblock the systems, after a year of this I asked if they could do some further investigation into why this issue kept occurring.

We were then advised that our drainage system had not been laid to plan and was on an incline. This meant waste could not effectively drain away leading to frequent blockages. We had the entire front garden and driveway lifted so that pipes could be relaid at the correct angle. Once work was completed I had to complain again due to the poor state our grass has been left in. This was replaced. This process took place whilst I was in hospital giving birth to my Daughter- definitely a stress I didn’t need at the time.

Fast forward 7 months, once again the drain is blocking. Following a further visit and an accusation of putting wipes down the toilet (which could not be evidenced when I asked) we have now been told the pipes once again have been laid at an angle which is not allowing proper drainage. We now have work scheduled for January to have everything dug up AGAIN.

Despite my complaint, Martin Grant state they do not feel the last year and a half warrants any form of compensation. I intended to take the case to the New Homes ombudsman only to find that they have not signed up! I can only imagine this is to avoid the inevitable complaints they would receive. Instead I will pursue through NHBC.

We purchased a new build for our family home thinking we would avoid these types of issue. Martin Grant think because they intend to fix their mistake (for the second time) that the last year of issues is justified. As a family we feel incredibly let down.

We moved into a new Chesham style house in Sept 2016 and have had nothing but problems with the standard of finishing to date. Even this weekend, we discovered a sliced bathroom pipe under the bath in our Martin Grant Home which has caused water to seep through into our downstairs kitchen....

We engaged a plumber this weekend to review this and have sent the pictures onto MG homes as this isn't acceptable, this pipe has obviously been sliced when the bath was initially installed and has now caused damage to not only the bathroom floor but to the kitchen ceiling below and the plumber recommended contacting Martin Grant Homes about this.

This is yet another issue we’ve had with the standard of our Chesham home which was bought from new in Sept 2016 and I’ve sent a 6 page “snagging list” that we compiled at the time onto MG homes today as not everything has been completed to a satisfactory level.

We have now also discovered a potential leak in the roof which has gone through to the upstairs shower room causing more damage however I’ve got a roofer to come and suggest a repair but I’d appreciate a response from MG Homes on this too.

I wouldn't suggest buying a new home from Martin Grant Homes at all.

This is their response:

Adele, I haven’t asked for anything above and beyond, just the specific reasons why you can’t assist so could you explain why you can’t answer this simple request please?

Thank you for the NHBC details though

I hope to hear from you soon

From: Adele Horton
Sent: 17 January 2023 14:23
Cc: Complaints
Subject: RE: Complaint against the standard of our Martin Grant home - 2 Jupiter Close, Aylesbury, Bucks, HP18 0ZZ

Dear Mr Fraser,

Unfortunately we are unable to assist you any further.

Regards,

Adele J Horton
Head of Customer Care

MARTIN GRANT HOMES
Grant House, Felday Road, Abinger Hammer, Dorking, Surrey, RH5 6QP
T: 01306 730822 M: 07503 705 585

From:
Sent: 17 January 2023 12:36
To: Adele Horton
Cc: Complaints
Subject: FW: Complaint against the standard of our Martin Grant home - 2 Jupiter Close, Aylesbury, Bucks, HP18 0ZZ
Importance: High

Good afternoon Adele,

Thank you for responding but could I ask what are the reasons please?

Bearing in mind the extensive snagging list that still hasn’t been completed since we acquired the house in 2016 and the shock of finding a sliced pipe under our bath, I’d of thought Martin Grant homes would want to rectify this….

I hope to hear from you by reply.

Could you also provide contact details for the NHBC too?

Paul
From: Adele Horton
Sent: 17 January 2023 12:32
Cc: Complaints
Subject: FW: Complaint against the standard of our Martin Grant home - 2 Jupiter Close, Aylesbury, Bucks, HP18 0ZZ
Importance: High

Dear Mr Fraser,

A copy of your email has been forwarded to me for consideration.

Unfortunately, we are unable to assist on this occasion and suggest that you take your concerns to the NHBC if you would like to progress further.

Regards,

Adele J Horton
Head of Customer Care

MARTIN GRANT HOMES
Grant House, Felday Road, Abinger Hammer, Dorking, Surrey, RH5 6QP
T: 01306 730822 M: 07503 705 585

Absolutely shocking after care.
Don't be fooled by their promises when buying your beautiful new home. The finish looks amazing to start with and the materials used are good quality, but its all just thrown in, on top of poorly prepared areas.
MG are very reluctant to come back and fix anything that isn't a gas leak, water leaks or genuinely falling apart. Everything else has been a battle to sort out.
We were promised regular visits after we moved in to ensure the snags were probably recorded. We got the keys and never saw anyone again. Email correspondence is rude and dismissive.
Definitely would not recommend buying with Martin Grant, even if our home is beautiful, it's costing us to rectify issues that they will not do, despite still being in warranty.
Get a professional snagger!! I wish we had.

Great service from Emily & Amanda throughout the purchase period and attentive after sales service from Andy to correct any minor snagging.

Thank you to Amanda, Emily & Lesley for all of their help and advice whilst buying our first home, and to Andy for the aftersales checking in when he says he was going to, to see if any snagging needs sorting. The house is built to the highest standards with minimal snags.

Just completed on my new home on Buckton Fields and settled in as soon as I opened the door. Thank you to Amanda & Emily for all of their help and advice and to Andy for the aftersales checking to see if any snagging needs sorting and knowing they are all on site if still needed. Nice finish to the property and happy I moved after so long!

Great service by Northampton sales team
Thank you Emily, Amanda and Gareth.

I recently visited the beautiful homes on the Buckton Fields development and received fantastic customer service from Emily.
Very much looking forward to being updated on future releases to suit my budget.

We had an excellent experience with Emily who delivered an outstanding customer service experience. She was very knowledgable about the development and properties which offered a high level of reassurance from the off. Be didn’t feel pressurised to make a decision and felt the follow up calls were delivered well.

Our Martin Grant home in Boughton is something else,

The house is lovely, the little extra bits that came as standard with the house made it stand out as value for money, lovely interior doors USB power points good quality tiling and kitchen units, lovely big windows and patio doors to let light in.

We started the journey in July 2021 where we met Emily and Garth in sales
to see the house, we came straight back to the sale office and Garth undertook the reservation, we really didn’t have to think hard about the house it’s just speaks for it’s self
Amanda in the sales team kindly helped us picked our flooring and was very patient with us and was able to answer all our question on the flooring. Throughout most of the journey Amanda was the person we dealt with the most.
The sale was quick, 8 weeks, that was selling and buying, The home demo was made easy and booked at a time to suit us.
On completion day there was a lovely touch on arrival at the house, it was late afternoon I was worn out and had the dog in tow, the excitement had gone a bit but only due to it had been a hard day. When I arrived Amanda and Andy the site manager was at the house waiting for me, they handed me the keys and welcomed me to my new home, the lovely touch was they made sure I went into the house first it’s silly little things like this that made the stress of the day just totally forgotten about and the excitement hit home again.

Andy handed me all the other keys and made sure all was well before he left
The site team have been so good the follow up knock on the door to make sure
All was well was on time every time
There has been a minimal amount of snagging to be done just a few
Small bits, which has been attended to

I would like to thank the sale team and site team for our lovely new home 😀😀

I was so excited to see our daughter and her fiancé (now husband) move into their new Martin Grant Home.
Now I wish they had never laid eyes on the house.
Flooding, leaking shower rooms, faulty boilers, cracked tiles and more. At what should be a happy time I have watched them both become tired and very stressed with all the difficulties at getting this company to put things right.
Everyone expects some ‘snagging’ with a new home but having to help neighbours sandbag their properties against flooding and having to rip out their shower rooms is just not acceptable.
It has been months now, still excuses continue and problems remain unresolved.
I’m almost sure we will have to escalate this problem, which none of us want to do, to resolve these issues.
Martin Grant will have to make these things right eventually, why not now?
What a pity that I am watching a dream turning into a nightmare as our daughter becomes more stressed by the day.
Think very carefully before you purchase a home from these developers!

Amazing builders and company! From reservation to move in day, Martin grant were amazing, Emily and Gareth in the sales office were so helpful and patient and so kind, the quality of build is amazing and you get a lot for your money, the after care has been amazing too we can fault them in anyway just perfect

Everything in the purchase was smooth and easy! Emily helped us along the way and everyone on site has been great! Would recommend Martin Grant Homes! Jono

I have dealt with Martin Grant for over 20 years and i have nothing but positive feedback about them, they build quality houses and their customer service is second to none. Over the last few years i have been dealing with Emily and Gareth at Buckton fields and again my experiences have always been very positive, they are a credit to Martin Grant and anyone buying a house through them is in safe hands and will be well looked after during this exciting but sometimes stressful time.

Martin grant beautiful large houses but very disappointing sales team. They are happy for us to wait while they complete the chosen plot. They take the £500 reservation fee. This isn’t the case when it’s the other way round. If you are not ready by in our case mid /end September they become very impatient and threaten you of withdrawing the sale. Unexpected delays from the buyers side for not sorting out their mortgages sooner meant we were unable to meet the deadline. Having explained this to Emily and that we would need extra time of another month which she agreed in writing. Then first week of October email received to confirm correct address to return reservation fee. Not once did Emily have the courtesy to ask how is it going with the buyers funding which turns out to be another 3 weeks taking it to end of October and possibly into 1st week November. Sure enough the cheque came through for £250 with an apology for the sale not being fruitful from the manager. As if it was our fault. The audacity from them as if you agree to something in writing you should honour it. A written agreement!! I fail to understand why they couldn’t discuss this with us and ask realistically how much longer would it take for buyers to sort their funding. If we waited nearly 4 months while build was in progress why not another 3-4 weeks. So they are now going to resale the plot which could take another 6 to 12 weeks for exchange / complete.. There are still couple of other plots still on reservation with no movement. Sometimes things don’t happen as planned and there is a reason. In our case it is a blessing as it has highlighted very poor customer service and lack of empathy and that these people only interested in the large amount of money. They don’t care about you. Good luck in re-sale and the extra weeks in completion while that property stays empty which obviously costing you money. Also don’t be fooled by their show rooms because the plot you buy inside is just basic. Oh well plenty of 4 bedrooms out there I’m sure one is destined for us.

We bought a Martin Grant Home in 2013 and I wouldn't buy another one. They built the development far too densely, the roads are too narrow for fire engines, the roads have no pavements, they were just interested in profit. We had a number of issues and they didn't fix them properly, they clearly didn't employ forement to check the properties before handing them over to buyers - the build quality was very poor.

I would also say that our local authority planning department are partly to blame, it may be that they were too keen to get a high number of properties built to meet their government target.

If you are thinking of buying a new build home, especially from Martin Grant Homes, I would strongly suggest you do the following:

- Get clear, written assurances from the developer regarding the compliance of the estate roads with the highway authorities stands for adoption;

- Obtain copies of all the relevant planning documents from the developer or local authority, and, after purchase, zealously follow up breaches by the developer or other residents;

- After purchase, engage the services of a competent surveyor to assess the quality of the build of your property and note down any defects or Building Regulation compliance issues. Do this well before the second anniversary of completion, and hand the list over to the developer, and ask for a plan for the resolution of all issues;

Keep records of all complaints about faults etc; any you complain about within the first two years are covered by the NHBC, even if they aren’t fixed in that time.

I have recorded a more lengthy review in my blog, 'Thoughtsofacarer'.

If I could give a zero star rating, I would. We have been treated absolutely appallingly by Martin Grant. WITHIN A MONTH of moving in to our new home on the Coombelands Gardens development, we had been FLOODED TWICE due to their incompetence and negligence. The floods involved FOUL WATER coming up through our KITCHEN SINK and damaging the kitchen units and floor.

After investigating the cause of the first flood, it was discovered that the painters and decorators at the vacant property next door had been tipping paint down the toilet, therefore blocking the drains. The paint in the drains was dealt with and we were assured that we would have no further problems.

Ten days later, we had a second flood, even worse than the first one- foul water covered every inch of our kitchen units, including inside all of the cupboards and spoiling most of our food. Worse still, the foul water came as far as our front door and stopped just short of our living room. After investigating, it was found that there was some kind of black tape blocking the drains this time.

Martin Grant offered to reimburse us for our spoiled food, replace the damaged kitchen units and fix the damaged flooring. The site manager came to apologise and alluded to financial compensation but when I brought this up with the customer service department, I was told that Martin Grant does not offer compensation as a company and insinuated that I had made up what the site manager told me. However, as a ‘gesture of goodwill’, they would provide me with a £100 John Lewis voucher and a professional clean (two weeks after the flood!!). I was also told that they hoped this could all soon be a distant memory and that I could sit back and enjoy my home! Every time someone has a shower, we worry this is going to happen again!! We are also going to have to have the disruption of extensive work done to the kitchen.

I responded to say that it’s not good enough to say that the company does not offer compensation and the offer of a £100 voucher is frankly insulting and does not go anywhere near reflecting the stress we have experienced and continue to experience and that it goes beyond the superficial damage to the house. Our two year old, who was downstairs at the time of the second flood could have slipped and had a serious injury but was luckily picked up and carried upstairs by our eight year old who spotted the flood before my husband or I did. Our eight year old has a rare metabolic condition which means that if he doesn’t eat regularly, he can become seriously ill. My husband had to spend over three hours cleaning up the flood water and disinfecting the kitchen which meant we didn’t eat until gone 10pm. My son’s condition also means that he needs to be hospitalised if he becomes ill which was a very real possibility due to the foul water covering every surface of the kitchen.

At every turn, Martin Grant has failed to acknowledge the seriousness of our situation and have failed to take any responsibility, instead blaming the painting and decorating company, despite my pointing out multiple times that the responsibility lies with them to ensure that their contractors carry out satisfactory work.

After demanding that my complaint be escalated, I have now had a letter from one of the directors, who has offered me a £250 John Lewis voucher as a ‘gesture of goodwill’ so we can buy something nice for our new home. Again, this is beyond insulting and in no way goes anywhere near reflecting the stress and upheaval we have experienced and continue to experience.

As Martin Grant are not taking the matter seriously, I will now be contacting the NHBC and national newspapers. I was sincerely hoping that someone senior in the company would have the decency to save us from the further stress of having to continually escalate our complaint by fairly compensating us but it doesn’t look as though this is going to happen.

AVOID THIS COMPANY!!

Edit 12th October 2021:

Further to Martin Grant’s reply below: you think sending a cheque for £67.50 for spoiled food items is ‘reimbursing losses’??

I think you need to read my review above again very carefully and give it thorough thought before you correspond with me any further.

Response..

To answer that response .. no. You actually thought everything was down until I chased you to tell you there are several slabs to be replaced, my bannister had not been finished - which for everyone’s info, was not held together with anything other than paint! I leant on it and nearly went flying down the stairs - the paintwork is also not done around the house. All of which you had no idea of until I emailed a few days ago. Absolute joke. Apparently it is now booked in. Let’s see

By far the worst company I’ve ever had to deal with. Still waiting on problems to be fixed 4 yeas in. Unhelpful, unreliable, sloppy work, arrogant and rude. Only good thing they had was skilled labour which now seems to have gone downhill. Awful company, would never ever go anywhere near them again. Not at all worth the hassle it’s been. House itself and garage all poorly constructed with speed not quality in mind. I could genuinely go on and on about all the things wrong with Martin grant. Please contact me to know more. Highly recommended staying away.

I have been living at my new home for 6 years and in that time Martin Grant Homes has been extremely poor. Firstly my issues started when waiting a extremely long time for them to build the house, missing countless dates. The finish inside was extremely poor quality, using cheap products and wall finishes were poor.
Though my issues come years later. I finally did building work at my home and uncovered many issues, having to repair these due to not conforming to building standards. We had around 50 properties on our delevpement and everyone I have spoken to would not ever recommend them. I would avoid this company if you don't want to find issues with your home many years later after the warranty has expired. The customer service is rude and dreadful also.