The Rise, NE15

Moved into our home Nov.2021 and has been a nightmare ever since. I thought buying your first home was supposed to be a highlight of growing up, however it has been the most stressful year of my life. The home is nice, however as with all new builds came with snags. If i were to rate the home as itself i would give 4 stars, however, the reason for this one star is due to the Customer Care that Keepmoat provides. I noted an issue to my render under my exterior light back when I moved in Nov.2021 and was told it would be fixed along with other snags. I was then told that it had been fixed. Trusting that it was actually fixed I believed them and never removed the light to check (my fault - possibly, however I'd like to think that keepmoat wouldn't lie to me). Fast forward to August 2022, I decide to change my light and upon removing the original lighting notice that the render was never fixed. I decide to put up the light anyway as the original light is poor quality and notify Keepmoat that the job was never done. They confirm multiple times that they will fix it and need to schedule the company that does their render. Week after week I remind them and ask when it will be fixed and they say they need to schedule it. Finally, end of October 2022 they say they can fix it. The renderer comes to my property and states that it is a bigger job than discussed and has to order the supplies. We then receive an email after that keepmoat will not fix it due to the fact "I caused the damage putting up my light". I have tried to discuss with customer care that I noted the damage back in Nov.2021 when it was supposed to be fixed. I then get an email which is a blatant lie saying "it won't be fixed as per our phone call you said that the damage was caused by you". I asked for the recording and questioned why I would even call to admit to something I never did. Customer care continue to blame me and say they won't fix it. I then receive an email changing their reason for not fixing the render. It changed from "due to myself damaging it from putting up a new light voids the warranty" to now "due to it only being visible once the light was removed it is not covered by the warranty". I have now asked to see this wording in their terms and conditions as I have never heard of such wording.. Still no response. While Keepmoat have sorted other issues for us, it is still upsetting having to deal with a company that lies and blames you for damage and who won't fix issues even though it is covered under their 2-year warranty. I hope that this can can sorted amicably, but in the meantime, Keepmoat is deserving a 1 star for very poor quality of customer service.

The houses themselves are lovely, however some of the residents are less than pleasant, the location is ok but a car is essential as poor public transport links, the green spaces are poorly maintained by the management company, and repairs seem to take forever

The design is nice but it is very poor quality in the materials. Having lot of problems in the underground drainage, lot of blockage and backfall in the pipes so it is a huge issue. Lot of the communal lighting are not working for years and it is still Keepmoat responsibility.

The design of the property itself and the whole housing estate is great however the facilities are a bit too dear I think. There's higher council tax and on top of that their is maintainance charges. The price of using hot water is a bit expensive. So design and location wise it's very good but price wise I'd give it a 5/10.

I absolutely love our house and see it as a forever home, because of this we didn't worry about nearby disturbances because we are so happy with our location and style of house. We live in a 3 bedroom semi detached house with a double drive and a very spacious garden, very lucky to have this all compared to neighbours compromised garden space/parking situations, and with this, we do have people parking too close to our cars/block our drive way out. I do feel more effort should be made from site managers to complete repairs works quickly. I also do feel misled regarding the ground rent and leasehold situation as in the buying process, it wasn't explained until we had signed the papers.