"A special mention and thank you to…"

A special mention and thank you to Malcolm, he has gone above and beyond to assist us with his customer care.

He has been very friendly and professional in helping us.

"Just moved into a newbuild"

Just moved into a newbuild, beautiful home , and any slight issues after moving in all i had to do was speak to the site manager Malcolm who was friendly and professional, who had people out very quickly and made sure issue was rectified asap. Great service

"6 Month Review"

Positive Points
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The quality of our house is good. The finish and insulation are brilliant, and our home certainly appears well-constructed.

Initially, small problems were fixed quickly with no trouble (dents, scratches, paint touchups, etc). Malcolm and Raf were especially brilliant at communicating/sorting.

Jackie on the sales team was also friendly and very helpful.

Negative Points
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With any new-build project, issues can be expected. This review is based on how these were handled (rather than the issues themselves).

More complex issues were met with denial, misdirection on actual costs to put you off, lack of apology and were generally poorly managed.

Each issue felt like an exhausting fight, rather than two parties working together to solve a problem. Calls/emails to Customer Care often went unanswered and required constant chasing.

Decision-makers were unwilling to communicate or have a simple phone call. Often preferring the use of posted letters to respond to emails. Processes designed to make replying as difficult as possible for the customer.

The legal team were extremely aggressive/uncaring. When we purchased, it was a seller's market. Interest rates were skyrocketing with huge backlogs/delays faced by all mortgage lenders. Issues beyond our control.

Penny Farthing enforced unreasonable timescales, disregarded our concerns, applied excessive pressure, and were in denial about delays faced by lenders.

They even put our house back on the market to apply pressure. Just all round rotten tactics.

Summary
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The quality of our house, and the on-site team would easily have made this a 5/5 review.

But the behaviour of their legal / head office team was just inexcusably poor and uncaring.

"A huge disappointment"

Upon completion of the purchase of the property, I was extremely impressed with the workmanship and the level of customer service I had received.
Sadly, all this is a distant memory. When looking over the property with finer detail now I have moved in, it’s clear that standards are slacking. The carpentry is pretty poor in places & the painting and decoration lacks a fine finish. I genuinely haven’t purchased a large spirit level as I really don’t want to highlight how poorly aligned some of the interior walls are.
Additionally, don’t use their carpet fitters or tilers. The carpets have been fitted with absolutely no pride and the tiled floors in the bathrooms are all scratched from boot wear.
Also, we’ve been one of many plots to have had our bathroom ripped out since the tiling was so poor, leaks were found.
I’d suggest using an alternative developer.

"6 month review"

What initially appeared to be a positive experience has sadly been progressively soured by consistently poor customer service from Head Office. The staff based at Potters Wood are fantastic and very helpful, but ultimately they are let down by their Head Office. My house recently had failed coaxial cabling for satellite tv, a replacement en-suite required due to poor workmanship and no hint of an apology. Poor tiling and damp loft voids are common faults throughout Potters Wood, and Head Office refuse to address this, stating instead that buyers should expect their lofts to be damp and mouldy for up to two years. They don’t tell you this until you’ve moved in, and they refuse to reimburse you for items stored in the loft that are damaged by the mould, or the inconvenience of having a brand new en-suite ripped out and replaced. The timber roof rafters in my loft and the underside of the ‘breathable’ roof membrane are covered in mould, and this is getting worse over time. Penny Farthing insist this is normal. On the surface these properties appear very good, but sadly over time poor quality and workmanship becomes apparent, made worse by the woeful customer service experience from Head Office.

"First class company"

First class company. We have been in our new build for two years now and have had a few minor problems but all have been dealt with very courteously and efficiently by an excellent Customer Care Department. Sue located some chrome screw covers for our shower which we had accidentally broken and within a couple of days we had an email to say they had been sent by the manufacturer and would be forwarded on to us. Excellent response Sue- thank you!
We have been pleased with the response to all the issues we have had since moving in. We would highly recommend Pennyfarthing to any potential purchaser for their quality of build and aftercare.

"Sue from the customer care department…"

Sue from the customer care department was very helpful. I had a query on a colour for a product used on our house when it was built in 2016, which wasn't in the house file. She came straight back to me with the information I needed same day.

Great customer service.

Thank you

Glenn

"Malcolm was fantastic"

Malcolm was fantastic , he looked after us at Potters Wood (customer care), pre and post moving in 👍
Sean .

"Great experience all round"

We've been in about 6 weeks now and still as happy as they day we moved in. There have been no issues with the house at all and everyone we have dealt with have been helpful and friendly.

During the whole sales process Jackie has been incredible and really helped our first time buying experience go as smooth as possible. From the day we moved in Malcolm has looked after us and been helpful and efficient getting the few minor snags taken care of and its been a pleasure to deal with him and his team.

"DO NOT BUY FROM THEM"

Do not buy a penny farthing home. We purchased our home back in 2021 yet we are still waiting to have a fully working bathroom. We paid extra for tiles which had to be relayed 8 times due to poor contractors and poor workmanship. We then have had our en suite replaced now 5 times due to the same error happening. It is appalling that such a large company cannot get a bathroom correct. We now have no faith in our entire home. If you want a stressful, disruptive and time consuming home please go and buy one because thats exactly what you will get.

The complaints team do absolutely nothing when it comes to raising a formal complaint, had to go to trading standards and they have advised to make a formal complaint. Next step is the ombudsman as we have been purely ripped off. With a brand new bathroom each time installed they refuse to extend warranty, some how they can't guarantee their own work will not fail. This is the reason why. With over 250 bathrooms being replaced across Potters Wood and Augustus Park due to using cheap parts, not what you would expect in a premium home.

The only reason we have had things moved is due to Matt from customer care. He has been brilliant. I wish I could say the same about everyone else at the company.