Cala Homes delivers exceptional individual craftsperson service and knowledgeable sales staff, but post-purchase customer service and snagging processes are inconsistent and frequently unresponsive, creating frustration for homeowners with defects.
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Customers mention
The cala rep Andrew Galloway was a great ambassador for Cala and explained everything clearly before completing everything satisfactorily. So courteous and friendly from the very outset ✅✅✅
Paul and Neal did a great job over the past 2 days at our house. We are delighted with their work.
This review is specifically for the 2 year snagging process undertaken with CALA which in our experience has been incredibly poor. We submitted a professional snagging report to CALA in which many of the issues raised were debated by the customer service team without even the courtesy of being offered a visual inspection by a relevant professional. We have suffered multiple cancelled appointments without prior notice, resulting in significant lost time and inconvenience. Despite regular follow-ups and formal complaints, these repairs remain outstanding after 3 months with no explanation from CALA. The lack of progress and poor communication has forced us to escalate to external bodies, adding further stress and a significant administrative burden to our daily lives. Overall we were incredibly disappointed with CALA's snagging process which has caused unnecessary stress and time lost.
It has been almost a year since the main entrance door lock became faulty, and nothing has been done to resolve the issue. I have been in touch many times, yet the problem still remains unresolved. I am very disappointed with the level of aftercare from Cala Homes Beaulieu and will actually take this further
Claire at Customer Service always very friendly, professional and helpful. Always replies promptly and never been let down and hoping that I never will be. Thank you Claire.
We were thinking of buying a Cala "Macrae" style property however none were under construction on the Dunbar development. The Cala sales team liaised with another development in Killearn where a Macrae was available to view. We were made very welcome at the Killearn site (even though they were not going to benefit from a sale) and left feeling more confident and very supported. Thank you Debby and Emma for all your help.
I visited Lathallan grange and Meg was extremely helpful. She provided me with great information and went above and beyond to help me with my enquiry.
Had called cala homes and spoke to Ritu about a repair needed to be done. Ricky whom came to fix thr repair was extremely kind and was able to fix the problem quickly he mentioned that he will get back to ritu and get another part Very efficient very pleased
Andy Stevens came to resolve a troubling issue for us, after our warranty had expired. He showed excellent customer service skills, raised our confidence that he would resolve the issue, and was as good as his word. He kept us informed of the solution he had devised and delivered the fix in good time and with the minimum of disruption to our day. You could not fault his workmanship and the clever fix he had planned for what was a troubling fault. First class service and above all continued to give us confidence in Cala Homes as our new home builder - a great result for all of us. Thank You Andy.
We visited the Polmont site today to view the showhome of the house type we are interested in on a different development. We met Meg and Ann and found them so incredibly knowledgeable about the spec. Could have talked with them all day and tbh they have got us interested in living at Polmont now!
Our experience in pre-sale at Sambrooke park was amazing, Luke provided an outstanding sale support, answered all our questions swiftly and navigated us to exchange stage quickly and smoothly. We really like that Cala offers different incentives including guaranteed buyer scheme, and give the option in choosing your specification for the house (within their range but it is quite good range). We are awaiting for the house to get completed now, and cannot wait to move!
Very disappointed with my experience with Cala Group after moving into a new-build property. The common areas have been left in a poor state with exposed stones, weak landscaping, weed overgrowth, and drainage concerns. There is also no proper barrier wall separating drainage runoff from the higher elevated land behind the property, which raises concerns about long-term water management and potential impact on nearby homes. What is most frustrating is the lack of accountability between the builder and the factoring company, with issues simply being redirected instead of resolved. Expected much better standards from a premium builder.
Fraz and colleagues were extremely helpful, great experience.
Belinda at Knights Grove has been absolutely amazing. Really knowledgable and informative and able to answer all of our questions. So far a wonderful experience, looking forward to moving into our new home in the comming months 💕
While most of our problems were addressed, there were alot. We have outstanding issues. The main one we have is air coming down from the inside of the house and leaking out through the flush plates into the bathroom. While they tried to find the issue they had no clue. When asking what they were going to do Alex from cala southern told us to go to the NHBC and report them. Since then we had no contact from cala. I would also like my door seal sorted that you have been out twice to do and had ordered the wrong seal both times. We have lived here for 2yrs. Michelle.
Based on 40 verified customer reviews, Cala Homes holds an average rating of 4.3 out of 5 — rated Great on ReviewTerminal. 80% of customers gave 4 or 5 stars.