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
Claire was very friendly and super efficient. She helped me by contacting the relevant department who quickly helped fix the E Charger issue.
Cala Customer Services are friendly, easily contactable and try to be helpful, although the response time between a customer raising an issue and Cala resolving it has, on some occasions, been too slow. However, we want to give 5 stars to Ricky Edwards, who came out this week to do some remedial plaster work round some new ceiling extractor fans that had been fitted. He was truly professional, working quietly and efficiently and going the extra mile to do a really good job. He even came back the next day to check his work. Clearly a very nice, friendly man who takes pride in his work. Cala Management: please take note. Ricky is excellent! Hilary & David Richardson, Ansell Grange, Ickleford
We have been waiting for almost 2 years now to sort out some of the plaster/painting issues. George Fisher has done a superb job filling, sanding and painting. What is even more remarkable is how clean and efficient his work has been. Everything looks great and we are super happy with the results.
save this I recently met Andy Stevens while he was working at my neighbour’s house for Cala Homes . I casually asked him about a small issue with my door latch that was not working properly. Andy was extremely cooperative and kind. He offered to fix it free of charge as a goodwill gesture. The very next day, he arrived with all the necessary tools and not only repaired the door latch perfectly but also fixed a few other small related issues. He is super helpful, professional, and genuinely cares about helping customers. Really appreciated his support and excellent attitude. Highly recommended!
Totally satisfied with all the work carried out today.Ricky went out of his way to be helpful and was punctual,friendly and polite at all times as is Ritu whenever I need to contact her.
Great experience with Cala Homes in the Winchburgh development. The sales advisors were friendly, knowledgeable, and really helpful throughout. They answered all my questions clearly and made the whole process feel easy and stress-free. Would definitely recommend.
Rating: ★☆☆☆☆ We are extremely disappointed with the level of post-sales customer service from Cala Homes, West of Scotland. During the purchase process, the Sales team were attentive, responsive and couldn’t have been more helpful. Unfortunately, once we completed on the property, that level of service disappeared entirely. We have raised a number of outstanding defects at our home and submitted a formal complaint on 30th March 2026, followed further escalation emails direct to head office on 10 and 17 April. Despite also calling to confirm receipt, we have received no response whatsoever to either email — not even a basic acknowledgement. I confirmed that these emails were passed to regional directors. This is particularly concerning given Cala’s own Formal Complaints Policy states that complaints will be acknowledged within five days. In our case, that commitment has simply not been met, with no explanation and no communication at all. As homeowners, we have been patient and reasonable throughout, but the complete lack of engagement has significantly undermined our confidence in Cala’s aftercare and customer service processes. We are now left with no option but to consider escalating the matter through external channels. Based on our experience, I would strongly urge prospective buyers to consider not just the buying process, but the level of aftercare they may receive once the sale is complete.
The service I received from Chris Denny from Cala today was impeccable. He was punctual, friendly and I really appreciated his attention to detail. All work has been completed to a high standard with no disruption to the rest of the house or me whilst working from home. Thank you again.
I raised an issue with that a rain water collection butt had not been fitted at my new property. In fairness, after a couple of weeks or so I was contacted to confirm a time and date when the missing equipment would be install. A plumber duly arrived with the missing water butt but could not install it because he did not have the necessary tools or equipment. I've since fitted it myself. Many of the snags that I've referred back to Cala since moving into my new house six months ago have been addressed reasonably promptly and effectively. However, there are a small number of outstanding issues that are still outstanding and are becoming quite tiresome. I remain positive these will eventually be resolved and that I may be able to review my star assessment more favourably.
Can’t thank Emma and Lisa enough for all their help and guidance at Cala Cathcart! They have gone above and beyond and we can’t wait to move in! Thanks! Rebecca and Dylan
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.