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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What has happened to you as a company . You used to help and support your customers and now you just dismiss and refuse to help . I called Cala West Customer service and spoke to Kieran and advised him that I have a light fitting that uses fine specialist screws that was never secured / fitted correctly in the first place and it was held together by 3M tape and because it was never installed correctly then Cala or their original kitchen suppliers should resolve . Kieran basically told me it is out of warranty , how do they know that it was always faulty and this was not reported within its warranty period . I got the impression that Kieran didn't believe me and he couldn't just take the word of the customer . The 3M tape that was used instead of screws held for more than 2 years , so how am I suppose to report it !!! I told him all this . But Cala don't care and don't do the right thing anymore , they just deny responsibility .
The 3‑4 bed homes in Egham are seriously overpriced and completely out of reach for most local families. Developers avoid building in proper town areas and instead buy cheap land near woods, then sell the finished homes at premium commuter‑belt prices. It feels profit‑driven, not community‑driven, and it’s disappointing to see so little focus on genuinely affordable housing.
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
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.
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.
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.