Kingsfleet development homeowners in Thetford call out Hopkins Homes to sort out problems with houses and streets
Residents on a new housing estate in Thetford are calling on developers to fix issues after being disappointed with the customer service they have received since moving in.
Some homeowners on Hopkins Homes’ Kingsfleet development have spoken about their problems.
They include Dr Emmaline Green, of Cedar Road, who is in temporary accommodation after her ground floor flooded a week ago.
Dr Green said: “We got downstairs and found that our toilet was flowing because the depresser was stuck. We stopped it and after a little investigation we also found our
drain was blocked with a lump of concrete.”
Dr Green, who lives there with partner Hadrian and daughter Beatrix, said she had raised an issue about a shower in the house and felt they may have spotted the blockage then, but they did not.
She said: “We have lost everything, there is not a thing downstairs which was salvageable. I had antique furniture given to us by my mother, but that is all ruined.
“I had put my heart and soul into our home, now we are putting money on our credit card and waiting on our insurance company to come through - it is soul destroying.”
The former A&E doctor said there were other issues including no frosted glass in the window of her front facing toilet.
She said: “I am absolutely astounded someone from Hopkins has not come down here to have a meeting and take on board the issues residents have.
“My daughter is absolutely broken because she has had to weather me not taking any days off apart from Christmas Day and New Year’s Eve for two years to afford this house and now we feel that has been taken from us.”
Another resident, Richard Taylor, who moved into Hoy Drive in October 2020, said he also had issues.
He said: “The house is lovely, the area and the community is great but unfortunately people feel customer service is lacking when it comes to sorting out similar issues people have - it is so frustrating.”
One of those for Richard is that his street’s roads and pavements are unfinished - leaving raised drains, though he says building work finished there a while ago.
He also said he and his neighbour’s driveways pool with water when it rains.
He said: “You move into your dream home, your possible forever home, and then all of sudden you are left like this. Quite a few of us have been left like this - we just want our issues fixed.”
Another resident, who did not want to be named, said: “I have been in tears with the issues we have had. There just seems to be a lack of communication and that has left us with a lack of trust.”
A spokesman for Hopkins Homes said it was committed to delivering outstanding customer service and for its high-quality homes to exceed a customer’s expectations.
He said: "We are aware of issues that have been raised with us by customers at our Kingsfleet development. We take these matters very seriously and sympathise with any disruption caused to the homeowners. We are working towards putting these matters right promptly.
"As with all our Hopkins Homes, all items within a property would have been checked and assessed to ensure we deliver a very high standard of finished home prior to a customer taking ownership.
"Once the home is owned, each customer has time to settle in and advise us of any issues in a 90-day period which we investigate and resolve promptly. Our customer care then continues to cover the property for the remainder of two years from legal completion when the NHBC then covers the property for the remainder of a 10-year period from completion.
"We are proud to be a lead developer at the Kingsfleet development and we want all our customers to enjoy the many benefits living here brings. We are committed to ensuring this is the case."
In relation to the roads, the spokesman added: "All roads on this Kingsfleet development will be finished by the completion of the full site.
"Roads are being completed at various stages to aid with the flow of site traffic. All the roads will then be adopted by the local authority."