"Another house builder same old "

Where to start with this company?! Ruined the house buying experience from start to finish. Wonder why they haven’t fully registered with the housing ombudsman..been in limbo for 2 years and still haven’t got round to it… probably because of the complaints they will receive. We were chased into handing over exchange money a month before the original move in date then a week later told the date was changing …. So we actually then moved in 7 months after the date. Who has my interest on the deposit and even our mortgage broker couldn’t believe we’d exchanged so far in advance of the move in date when usually it’s up to a month before. I’m going to seek further advice on this. When I made a complaint at that point was rather rudely fobbed off by higher management.
So we had to put our foot down for moving in otherwise they would have stretched it out longer. As it was we had to change mortgage dates so loosing deals in the process. The house was okay snagging bits quite a few and the cowboys that they hire to repair are not the best - i mean who doesn’t know to silicone a bath you have to fill it first doh! Took 3x for that to happen.
Most of the issues with the plumbing, the plumber every time not taking responsibility. Leaky pipes, blamed the cold weather, we lost our downstairs to flooding but they avoided responsibility by claiming we hadn’t isolated our outside pipe - said it had burst. Not burst at all, the pipe was in tact, and why would an outside pipe burst inside the house? And why would you specifically tell people to isolate, what cheap pipes are they using? Everyone who’s heard this has said they’ve never isolated their taps and neither have we. The connection wasn’t tightened properly and had been leaking since we moved in and in hind sight I should have paid more attention to it. But lessons learnt.
Smelly kitchen drain, not plumbing fault again according to him, it actually was they hadn’t connected overflow correctly. Took the drain guys 3 visits and then to ask to come in and sort for the plumbers.
Water pumping up through the carpet in the landing upstairs, plumber claimed was water dripping from bath from silicone not being done- nope was the overflow not connected under the bath so that was great to loose the upstairs carpet - they did take responsibility for this.
I’ve since heard that the plumbers rushed the jobs to get them ready for move in!! Wonderful so at our expense we pay more money for repairs.
This is the cherry on the cake. Made an official complaint to their customer services and heard nothing so forwarded to their regional manager as per their website and they didn’t have the grace to reply or acknowledge just sent back to customer services. Who just dealt with the physical part not the other issues!! Disgraceful.
All in all my advice, get a professional snagger in to check the place out to ensure it’s fit for living. DON’T be conned into getting the washing machine, dishwasher, fridge. We’ve already had to replace the washing machine (18 months) and the engineer said they must have a warehouse full of this stuff as it’s the worse we sell!!! So there you go. Buy your own.
Also carpet/flooring - sort it out yourself they mark it up massively, as we found out!! They also tell you they have no break down of costs for carpets/flooring apparently!! How can you run a company with no breakdown of costs? we now know why, because they screw you big time. £6k for carpets/flooring and they cost nowhere near that. Thank god for the supplier who did have the costs and sent them over to us so we could tally up!!
They marketed an allotment and country park…. Ha what a joke, no allotments and not a county park, it’s full of builder rubble and windows actually quite dangerous for dogs and kids! They mow a path and we pay a service charge for that only for outsiders to come and use, so I’m paying for something that’s used by anyone.

They say they are small family and care - yeah not in our experience would never buy a new build again from this company or any other developer.

Updated in response to Mulberry Homes response: you were not aware of the issue of the tap until your plumber called you to tell you. He attended due to the other error.
This information was all put in writing to the regional director 22 March which was sent to you and you chose to ignore the majority of it only dealing with the physical issues raised in that email.

"Poor Customer Service once you buy"

I'll start with the positives. I purchased a home in Houlton from Mulberry and moved into it in March this year. The Salesperson, Faye Taylor, was incredible throughout the entire process. She went above and beyond to help me, was always prompt in her communications and responses, always had a positive and bright demeanour, and took the time to walk me through everything every step of the way. She is the reason there are any stars in this review. Please note, I can't begin to recommend her enough.

My frustrations began after I moved in. I hired a professional snagger who found 115 quality issues. This number does not include the snags that I found in addition. I had no problem with the quanity of snags as I understood that nothing can be perfect and was happy to work through them with the builder. However, as we now fast forward 7 months later I have more than 70% of my snags still remaining open. This is despite me chasing repeatedly with the site manager(s).

Mulberry has followed the same model as many of their competitors where the expectation is that the Site Manager(s) must not only be responsible for building the new homes and looking after the healthy and safety of their contractors, but also then fix all the quality issues of the homes that people have just moved into. This isn't sustainable. Which has been proven by the fact that I still have so many snags open.

There are also safety concerns. I own a semi-detached home where I share a roof with my neighbours. One of their tiles at the top of their 3 story home fell off and crashed into pieces in the back garden. Thankfully neither they nor their small child were in the garden at the time. At no point did Mulberry reach out to me to notify me of the incident or communicate that they would ensure there were no other loose tiles. Recently Mulberry also decided to come and completely replace the fence in my back garden. I have a small dog who is often out in her garden. However, Mulberry never even notified me that they were carrying out the work, or that there was anything wrong with the fence. Nor did they reach out after the fact. Thankfully my dog was not outside during this time.

Lastly, the quality of the snags they have done have not sustained. I have sealant around the front door they replaced that is already falling down as one example. My back garden gate still doesn't lock properly after attempts by them to fix it (also another safety concern).

To summarise, the experience of buying with their contracted sales team is wonderful. However, there is no customer service or follow through on the quality issues once you move in. Expect that you will need to constantly chase them to get the quality issues tended to, and the issues will likely need to be tended to multiple times to get them properly repaired. That's if you can even get them to communicate with you in the first place.

"Mullberry homes at Houlton"

We recently purchased our beautiful new home with Mulberry Homes in Houlton, and we couldn’t be happier with the experience. Karen and Faye were instrumental in helping us secure our ideal plot. They went above and beyond, answering our numerous questions and working tirelessly to address all of our concerns, especially after a less-than-positive experience with a previous new build company. Their attention to detail in guiding us through the process—whether it was selecting options or offering advice—was invaluable.

The aftercare provided by site manager Julian was equally impressive. He was meticulous, patient, and nothing was ever too much trouble. His dedication to ensuring everything was just right made us feel truly looked after.

Our only small disappointment was that. Faye had been sent to another site, which felt disheartening after we had built such a great rapport with both of them. While the other sales reps were pleasant, they didn’t have the same in-depth knowledge of the site as Karen and Faye. It felt like a bit of a missed opportunity to have different salespeople halfway through the process and during such an important moment.

Overall, however, our experience with Mulberry Homes was fantastic. Thank you for helping us achieve our dream home!

"Our dream new home "

Purchased a brand new home from Mulberry in the Kingsbury Park Development (Plot 219) in Lutterworth.
The whole experience has been excellent, from the sale through Sally (an absolute credit to the business & super helpful/supportive) to the part exchange through Move Plus (non pushy & professional) & the few snags & issues sorted by Site Manager Steve Kelly we have been really impressed by Mulberry.
Admittedly we had previously turned our nose up at new builds but the quality of the build & fit out has changed our minds. Very happy in our beautiful new home.

"Highly recommend Mulberry Homes to any prospective new homes buyer."

We recently moved into our new Mulberry home, I must say the whole process from initial contact and viewing of the show house to actually moving in has been incredibly smooth and hassle free. The quality of build is excellent, we had only seven items on the snag list which I think is incredibly low for a new build, all of which have been attended to and resolved to our satisfaction very quickly. The high standard of finish is excellent, great care has been taken by the builder in this respect.

It has been a pleasure to work with Helen in sales from the very beginning, she has kept the communication lines open and clear throughout and help us through the whole process.

Craig and his team have been attentive from the walkthrough process prior to moving in right up to today in getting the snag items resolved. A call out to Alfie in particular who has worked with my wife and I in ensuring any issues have been resolved in a timely fashion. I should also mention Brad who has also been involved in getting things resolved.

"Non existent customer service"

We have issues with our home and have reached out to Mulberry but there has been no reply. I sent an email on 29th September, and I'm still expecting a response even though their automated reply says they aim to reply within 2 working days. It has now been 5.

EDIT: I wrote my review BEFORE I received an email replying to our THREE emails chasing for a reply to our original email. But Trustpilot posted my review AFTER. I will wait the 10 working days, as stated in the reply I received, and see whether it deserves a rate change.

"A great experience! "

Buying our Mulberry home was a great experience. To start, Dawn at the Steeple View Chase site was fantastic - we reviewed the house several times and she answered all of our questions on our visits. Picking our choices she was a great help too!
Home demo was very informative with George, who has also been very quick at helping us get our list of snags resolved and any questions he is always on site to advise.
Charlotte on the sales team was also incredibly helpful with chasing our entire chain and giving us frequent updates!

"We were first time buyers so the whole…"

We were first time buyers so the whole process was new for us and a big learning experience. I must say both Caroline and Matt were absolutely fantastic with us. I have had a number of questions and concerns along the way and Caroline has been so helpful and responsive. I think without Caroline's help, it would have been far more stressful.

Matt showed us round the house and talked us through every fine detail we needed to know. He visited us on our first day of moving in to see if we needed any assistance and has also since been round again. We needed help both times and he was more than happy to help us. His knowledge and understanding of everything is incredible....!
I couldn't speak any more highly of them both. Thanks again Caroline and Matt!

"5 months into my new Mulberry Home at Braintree"

Its now five months since I moved into my new Mulberry home located in Braintree Essex and, having now settled in, I'm pleased to say how delighted I am with my property.

Buying and selling can be a stressful process however the Mulberry team at Braintree made the process as relaxed as it could be. Caroline, from sales, has been amazing along the way. Although new to the development when I first visited the site she was fully conversant with all of the specifications of the different build types on the development and was extremely competent in terms of answering my questions, of which there were many. Caroline’s proactive communication throughout the process was both comforting and reassuring. Thanks Caroline, for helping make it happen! Thanks too to Anita for picking up my calls even on your days off. Very much apricated!

Snags when buying any new build are to be expected, resolving them is key. Matt, the site Manager, and Ash, the Assistant Site Manger, have been attentive and proactive throughout in resolving them, no matter how small. They have always followed through until completely resolved.

The Braintree site is still in development, something that I was a little concerned about when buying. However far from being a problem I can honestly say that I am thoroughly enjoying watching the build progress. The work men on site are respectful, polite and friendly. I think that I am going to miss them when they are gone

Thanks Mulberry. Your developments are spacious and the build quality is second to none. I am so please to have found you

"Excellent customer service"

From the word go, Mulberry Homes have been fantastic. From the initial home tour, all throughout the buying process and even now, post purchase, they have been brilliant. Special mention to Sally Astbury and Steve Kelly who have made the house purchase as smooth as possible, offering knowledgeable insights and amazing customer service. I would recommend Mulberry Homes to everybody.