“I have nothing but good things to say about my experience with Cala Homes. Yes, the bedrooms are small, but I couldn't afford one of the more roomier houses and i knew this before i purchased. I got a professional snagger in and all snags, which were relatively minor, were fixed quickly. Cala have been very responsive to any follow up issues and the trades have been friendly. This relates to an estate within the Cala Southern area.”
“Financial Pressure Over Customer Care - Part Exchange Nightmare!
We entered into a part exchange with Cala Homes East Longbanks Green after our property hadn’t sold. Cala used the same agent, photos, and marketing we had previously paid for, and our house sold within 6 days for £40,000 more than their part exchange offer.
We then put to Cala the choice of us either completing in December with them transferring the profit or we delay the move until January and we enter into a contract with the buyer. It was at that point they threatened that the £43,000 LBTT incentive might not be available in January, leaving us feeling we had no real option and effectively bullied into proceeding with the December move. It was clear they needed us in before year-end to meet internal targets and cashflow—the house had been ready since July and was a stock plot.
After many stressful calls, Cala agreed to transfer the uplift less £10,000 in fees, of which no clear breakdown was provided. Written confirmation of this was only issued 48 hours before completion, with an additional deadline condition inserted.
This process was extremely stressful, as we were packed and ready to move. Also, my husband is recovering from a stroke and Cala were aware of this vulnerability. The issue is not simply financial—the late contractual changes, lack of transparency over fees, poor handling of our formal complaint submitted on 30 November (formally responded to only on 6 February), and the timing all made this a very difficult and extremely stressful experience.
I have formally complained, but no satisfactory resolution has been provided, and we have been advised by the MD of Cala East to escalate the matter to the New Homes Ombudsman.
We believe Cala’s focus has shifted heavily towards financial targets and cost cutting, impacting the quality and customer care they were previously known for.”
“I am impressed with the build quality of the Cala bilt flats at Craibstone. The flat is now a little over 4 years old and there have been no issues whatsoever. I don't like the design of the Juliette doors with the drop to the decking but that aside I think the aesthetics and overall finish of the flat is top notch and far superior to their peers. The design of the development to incorporate woodland walks and cycle pathways alongside extensive tree planting amongst mature forest is excellent and very well maintained.”
“Worst build quality I’ve ever seen in my life . Sound insulation is worst you can imagine as I can hear every speech of my neighbours or every closing of their windows or doors . Avoid at all cost”
“Please take the time to read before going ahead with Cala Homes!
When purchasing our home and going through the sales process we were very happy with the service received by the sales team! We were promised amazing service and aftercare from the second we moved in.
Upon moving in we discovered there was a chip in our bath that was not there when we viewed the property. The chip remains unfixed 8months later.
Skipping forward to around 6 weeks later when the items on our snagging list were booked in to be fixed. Around half of these items were corrected in a timely manner with no issues. However, our painter arrived and was unable to complete everything in the one day allocated. The problem then followed as the painter was rebooked in on three occasions where he did not attend! We had rearranged plans and taken leave from work in order to facilitate these arrangements. There was no communication from the site team at all that he wouldn’t be attending. When speaking to the painter on the fourth occasion he informed me that that the assistant site manager had told him other things were more important so he was told not to come.
Upon bird season starting we had some nesting in the beams of our carport as the panelling had not been completed as the plans stated. As a result, our cars and bins were constantly being covered in bird feces and without an outside tap we were unable to clean any of this. We raised this to the site team and was told this would be completed within the week. This was not done. After multiple car washes and plastic gloves used when using the bins this was again raised with the site team. We were told it’s not possible to do anything as we were in bird season (upon researching this we were also in bird season when the issue was initially raised, it was therefore disappointing that we had previously been told they would complete the works when they apparently couldn’t). Bird season then came to an end and we asked when the works would be done, we was told a date and didn’t park there for this to happen and yet again it wasn’t done. Due to the length of time our carport was left incomplete our vehicles have suffered paint damage due to the amount of feces.
Throughout this process there has been no communication from the site team. Every time something was not done when it was supposed to be we would have to chase them for answers. We have also sent emails and had to wait weeks for replies (even after chasers being sent). We raised this with the site team who apologised and said this would change, it didn’t. None of this has been what we were promised by the sales team. The complete decline in service once they receive your money is shocking.
Due to this, we then sent an email to the sales team outlining our issues and asked how to make an official complaint. We received a response and were told to expect a call in the next two days from the customer care team. Over a week passed and we received nothing. My partner then sent a further email which was rather lengthy and expressed our disappointment/dissatisfaction. This was passed to the contracts manager (CM).
The CM called us promptly to discuss the issues and arrange a visit to complete the outstanding issues on our snagging list (6months after we moved in). The outstanding fixes in our snagging list and car port were completed within a couple of weeks of the phone call. However, nearly THREE months after our complaint being made our fece covered bins were still not cleaned after being told they had been twice. (This had also been raised by two other homes that use these bins).
Due to the loss of earnings (painter not showing up), multiple car washes and plastic gloves we requested compensation as a part of our complaint. We were advised monetary compensation is not something CALA offer however they could offer us patio slabs or an outside tap (we live in a flat with no outdoor space). Not to mention that this is a blatant lie. A couple of months prior the sales team contacted us asking if we would be willing to share our searches (in exchange for compensation) with another potential buyer as theirs would not return in time. We agreed. Therefore, it is clear we were lied to as CALA were happy to offer this when it meant they would be getting another sale. However, we told the CM we would be happy with kitchen tiles which they do not want to do as we have sockets? The same as any other kitchen but that’s a problem supposedly!
Our kitchen countertops/units have also been fitted incorrectly and now we have water seeping through causing damage to the units, this has been raised and ignored. YET AGAIN.
Had we have known the issues we would face we would not have bought with CALA. They have caused an unnecessary amount of stress and our home is not what it should be. We are disgusted.”
“nothing to do with the homes....just some of the owners who think it is ok to speed in hayley rd and dont give a toss.
i have lived here 23 yrs and was lovely until cala homes were built.”
“No but they took on a company called Taylor Lane which it's run by alcoholics but they only got a good name because they use to hire the work out to other companies.”
“We have just moved in our new home on Limsi Grove, and couldn’t be happier about the whole experience. We did a part exchange, which worked really well for us, as we could stay in our home until the end. Karen, Paul and Andy in the sales team have been absolutely lovely throughout, making us feel well looked after and promptly answering any queries we had. the house is beautiful and extremely comfortable, we are super pleased! A special thank to Karen for being so genuinely caring!”
“I moved into my Cala home recently at Farendon Fields and am amazed by the house and my experience with Cala. When I give a review or state an opinion I have to give details so be warned this is a long detailed review. Other detailed reviews helped me with my decision so I hope it well help others!
Firstly - the presales experience was so effortless, the sales team - Susie, Caroline & Belinda kept ontop of every stage and moved things along for me with my solicitor so we were able to complete super fast without my needing to do much. Cala offered incentives and a part exchange and the whole process was honest, transparent and super quick. The sales team literally glided us through it all - so easy ! Another thing I love about this team - they promise and over-deliver every time (I've since learnt its the cala way). I've worked with developers who promise everything and then dissappear or require lots of chasing.
Since we have been here they check in regularly and nothing is ever too much for them when you ask for help - super thoughtful! (Even offered to hold the baby whilst we unloaded boxes).
The site teams after sales care is incredible. Marius the deputy site manager is so quick to respond to any questions (and I've asked so many silly things). Nothing is ever a silly question according to him and he is there literally in 10 min of sending a message to help. Annoyingly most of my queries have been user errors rather than anything being wrong and not once has he pointed it out : always a smile and making your question feel super important. This site team is one of the best I've ever experienced - Mariusz and Marius know their trade so well and are very hands on. (I've been on 2 previous new build sites too).
I had to make this move with my husband in another city and with 2 kids I was so nervous. The site team and sales team have settled us in so well - I can't believe I was able to pull it off alone with the kids. They settled us in like family - couldn't be more grateful to them.
I had a minor issue and the head of Customer Care assembled a small team including the site manager Mariusz who all showed up to our home on their day off to help us. It wasn't urgent to me but super urgent to them to resolve. They went above and beyond to make sure we were "cala comfortable". So impressed- it doesn't get better than this!
Now for the house - I have experience with other developers and really noticed some big things. Given I was torn between cala and another developer I had to scrutinise everything for a comparison:
1. Cala's basic spec home is every other developers upgraded premium home (with bells on). In other words - every house produced is kitted out and included within the price (quality appliances / boiler / water tank etc) By the time you've paid for upgrades with another developer you've wasted money. So Cala was definitely worth the money !! There's true value in their offers.
2. Cala's known for very good quality homes BUT their luxury feel is not just the materials used to build the homes, its also the details (stunning skirting boards, door frames, really strong quality doors, extra high ceilings, invisible fixtures and fittings). The "instragammable" luxury is in all these details and what I love is the style is backed up by quality workmanship and materials.
3. They are an honest developer in the PX process- they aren't looking to make money on your trade in property like other developers. The sales team are just focused on getting you into your new home and keeping it all simple and transparent!
In summary - you aren't a plot number or a sales figure - you're people to them and here at Farendon Fields they aren't just building homes - they're building communities and helping families with their next chapter.
I am definitely a cala customer for life now...hubby and I are looking at our next onward purchase in the next few years and only lookung at homes built by Cala and now considering looking at different locations that only this particular cala team will be overseeing as there is so much trust in this team's ability and service!”
“Shocking customer service, the customer service "manager" is less so evident in managing rather than avoiding and saying no to anything and everything when or if they decide to respond.”
“Honestly too much to put down into words on here but the customer service is non existent so if you have an issue of any sort you will be left banging your head against a brick wall (actually that would hurt less than dealing with the shambles that they call customer services) because you’re on your own.
Moved into a new build, pretty much all radiators were / are wonky, ceilings out of level, floors out of level, electrical faults, door bell stopped working, rust / heat marks over external white UPVC window cills, a drive way that doesn’t actually work because it’s too steep so you scrape the bottom of your car on it every time you go to park, faulty plumbing, now a leak from a faulty toilet causing water damage to the downstairs toilet which has spread up the wall and caused damage to the floor, wall, skirting boards and door linings and they are not interested in helping at all so I have been told that I need to sort this out myself with the house being only 18 months old and even their plumber agreeing it was their issue and a fault with the toilet!!!
I would avoid these guys at all costs and I certainly would never buy a house of theirs again.”
“I recently embarked on the journey of finding my dream property, and it led me to Cala Homes. The experience I had with this company, particularly with the assistance of Abigail, was truly exceptional.
I encountered a few challenges on the way, primarily related to my mortgage and the need to sell my existing property to make my dream home a reality. Given the state of the market, selling my property in a short amount of time was proving to be a significant challenge. In my desperation, I reached out to Cala Homes, hoping that they might consider my property for part exchange.
To my disappointment, Abigail from Cala Homes informed me that my property couldn't be considered for part exchange, as the property I desired to purchase was itself a part-exchanged property. However, her response went far beyond just a mere rejection. She assured me that Cala Homes was committed to making people happy, not just selling homes, and she vowed to do everything in her power to assist me.
True to her word, Abigail demonstrated unwavering dedication to my cause. She assured me that as long as I was making progress on my end, they would prioritize my offer over any others that might come their way. Remarkably, Cala Homes remained true to this promise throughout the entire process. Even when other estate agents presented more favorable offers, Cala Homes stood by my side and patiently waited for me to secure my mortgage.
Throughout the journey, Abigail's support and attentiveness were truly remarkable. Her commitment to my selling progress and her determination to make me a happy homeowner were evident in every interaction we had. She went above and beyond, ensuring that my dream home would become a reality, despite the challenges we encountered.
In conclusion, my experience with Cala Homes and, in particular, Abigail, was a testament to their unwavering dedication to customer satisfaction. They live by the principle of making people happy, not just selling houses, and they backed this commitment with actions. If you are in search of a property and value exceptional customer support and dedication, I wholeheartedly recommend Cala Homes. They turned my dream into a reality, and for that, I am immensely grateful.”
“Absolute nightmare to deal with and judging by the reviews here, I'm not alone. Customer service is geniunely the worst I've ever experienced, would not recommend. Delay tactic after delay tactic in order to avoid repair work, new 'points of contact' after every few months to try and put the customer off. Avoid!!!”
“I own a 3-year old Cala property in the North of Scotland. I can honestly say that the standard of their customer service is appallingly bad. They show minimal levels of interest, willingness to show their duty of care and desire to provide a quality service. In summary they do not care about their customers! All they're interested in is maximising their profits by sacrificing the quality of their customer service.
I could list loads of detailed examples of this inadequate service, however I don't think this texting box is big enough to accommodate them all.
I am already looking forward to the paper thin / wishy-washy response I receive to this exceptionally negative review. Will they reach out to me and offer to help, absolutely not don't be stupid. They do not care!!
Avoid!”
“Bought in 2018. Love my flat, however.....
Faulty radiator £150 to replace.
Flood from above (washing machine not fitted correctly) £50 to call out an electrician as water caused loss of power.
Microwave not working, who has ever had a microwave stop working on them?
I flooded downstairs as a result of the washer in my toilet not being properly fitted causing my poor neighbour's kitchen ceiling to come down. £3500 in damage and a £500 excess for me.
Extractor fan in bathroom is faulty. (substandard fan fitted as this should not be failing after 4 years.) However Cala did not fit the inspection hatch large enough, for the engineer to access I know unbelievable isn't it!
I sent an email to cala re this. Five weeks later no response. Sent a further one asking for their complaints resolution process and timescale. No response. Phoned them They have agreed to come on the 30th to rectify. Speaking to my neighbours, it would appear that several had queried this back in 2018 and Cala fixed it. So Cala were aware at the time but did nothing.!
This is not the experience that I expected to have buying a house from a so called "premier" builder.”
