Cala Homes Reviews 4,194

Our dealings with site manager Mark Wilkins has been an absolute pleasure since moving in February 2026 and also in our previous meetings prior to the move. Mark has been extremely kind, helpful and an absolute professional. You can tell he cares about the customer and the properties. Mark is a huge credit to the Lancing development of Cala Homes.

I have what I think are two fairly simple questions.

I email customer service. They tell me they’ve emailed the Estates Team who need to provide the answers. I chase after two weeks. At four weeks with no answer I issue a formal complaint.

Cala Homes set their own formal complaints policy and then fail to follow it.

Two specific timeframes have been missed - telling me who will handle this within five calendar days of them receiving my complaint; and giving me some form of an answer within ten calendar days.

It is an appalling way to behave and to me suggests a cavalier way to handle a formal complaint.

Lovely people - the sales office staff have been great and nothing has been too much trouble.
We are delighted with our purchase and can't wait to occupy it.
We can highly recommend Cala and look forward to moving in to our new home.

I recently moved in to a brand new build in February 2026 and all I have to say is, the building is shockingly bad, bad workmanship, there are splits and cracking all over the house even tho it was just built in January 2026, my kitchen sink has rust spots all over it, there are cracks all over the framework around the windows and doors (inside and outside), the bathroom taps were both lose, the heat control modules on the walls were loose and almost falling off, the IMIST sprinkler system is falling out the ceiling, the electric system is all wrong as it's not registered to me but actually registered to my neighbour, I've been waiting 2 months to get this rectified and I am still waiting, the outside of all my windows are not sealed properly, there are big gaps in the roughcast around the window frames on the outside of the windows (every window), I have been in contact with cala homes about this but it seems like I am being passed from pillar to post, I would not recommend buying from cala homes if they continue to act like this, they are supposed to be professionals, from my experience, I have not seen any professional performance from any of them, I wanted to leave a zero star review

Recently Martin Hales visited our house dor some paint works , it was really good experience with Martin. It was all done well on time , keeping everyplace tidy while painting. Main part was he being polite all the time. In all a great experience having Martin fixing the paint works.

A concealed slow leak developed behind my bath panel, only discovered after my downstairs neighbour reported dampness to their ceiling. An independent plumber confirmed in writing that the bath trap compression connection had not been tightened correctly at original installation, and also provided photographic evidence of limescale build-up consistent with long-term leakage rather than recent failure.

Although the defect was clearly an installation issue, Cala Homes declined reimbursement of the £85 plumbing cost on the basis that the plumbing had passed handover checks and no leak had been reported during the warranty period. The plumber’s written findings did not appear to be addressed in Cala Homes’ response.

Had the leak not been identified when it was, it could have caused more significant damage.

I was only seeking reimbursement of £85 for rectifying an original workmanship fault, so the refusal felt disproportionate.

This is our third new build property and the service, product and quality is far superior to any other new build provider we have had. Abbie & Andy are just two of the friendliest, knowledgable, charismatic and well versed employees within the industry. I am beyond impressed with their level of service and attentiveness whenever we have needed support. The industry really needs more Abbie’s and Andy’s! It is incredibly refreshing to see a female in a male dominant industry and Abbie is incredibly knowledgable within this area of expertise. Abbie will go far !

Kerry and team were brilliant and helped us with everything

My partner and I are looking to purchase at one of the new developments but as the site plans have not yet been released we have been viewing as many show homes as possible to get a feel for what we want and be prepared. We visited Lathallan Grange on Saturday and wanted to comment on the service received from Meg & Ann. They were friendly, helpful, answered all our questions and were informative about Cala and the quality we could expect from one of their developments even though there would of course be variations site to site. Unfortunately one of the homes we loved is not available on our chosen site so it’s opened our minds from that perspective too and sure we shall be seeing the ladies again for another visit.

Ellis has been so warm and welcoming from our first appointment with Cala. He is extremely knowledgeable and has really streamlined the process for us and been so efficient. It's actually the first time in years I have seen someone who really loves their job and the company they work for and you can tell he believes in what Cala are doing.

Lawrence at Cala East Kilbride was professional, welcoming, and highly knowledgeable, contributing to a well-informed and efficient experience.

After moving into my CALA home, I experienced serious problems with the boiler and Air Source Heat Pump, including flooded pipes and constant noise that disrupted sleep for years. Despite clear evidence, CALA repeatedly dismissed these issues, insisting the system was “fine” and that I was being “too sensitive,” only confirming the fault after significant pressure. Also making issues drag out for months and years.

A 2023 repair to a bath panel also failed twice because inferior clips were used instead of permanent fixings provided to neighbouring properties.This is a heavy panel at risk of damaging the adjacent toilet or injuring a child. This is a known fault across my development. CALA now hides behind the two-year warranty rather than taking responsibility for substandard workmanship.

This pattern of misdiagnosis, dismissals, and poor handling shows CALA East prioritises appearances and sales over proper resolution and long-term integrity.

UPDATE – Clarifying My Experience

I am updating this review to correct CALA’s public response:
• Installation & Commissioning Issues: Independent inspection confirmed flooding and configuration faults in the heating system. CALA initially reported the system was fine, but these faults were present from installation.
• Noise & Operation: The system produces mechanical noise during frost protection cycles regardless of whether it is on or off. The issue remains unresolved.
• Design & Insulation: The unit is located in an uninsulated garage directly under a bedroom. CALA has not investigated floor insulation or structural vibration, leaving the noise problem unaddressed.
• Workmanship: A bath panel detached three times including within warranty due to inferior clips, not homeowner maintenance.
• Administrative Errors: CALA publicly misnamed me and incorrectly stated that a Director visit was scheduled, while privately closing the case.

I am now escalating this matter to Environmental Health and the NHBC Resolution Service for independent review and resolution.

Cala Milltimber
Sam and Sara were great help with the purchase of our new home. They made the whole process seamless and stress free.

The customer service was second to none. David Hammersley was very good with explaining everything.

Great experience every time we are in contact! Informative and prompt responses too.

What a team! Vickie, Emily, and Emma are total experts on Ballagan Woods—informative, helpful, and so easy to talk to.

Had a great experience with Chris. He went above and beyond which made me feel valued as a customer.

We purchased a Cala home several years ago and unfortunately our experience with customer care has been very disappointing.
Over the past four years we have dealt with multiple changes in staff, which has made it extremely difficult to get continuity or resolution on a number of outstanding issues. Communication has often been slow, and in many cases it has felt like delays and handovers have pushed problems further down the line rather than resolving them.
There have also been instances where contractors caused damage to our property during works, and despite this being raised, the repairs or replacements have still not been completed.
Of particular concern is a window installation issue that appears not to have been properly sealed, which has led to recurring black mould. This has been reported on several occasions but remains unresolved, which is both worrying and stressful as homeowners.
We appreciate that building defects can happen and that customer care teams have many cases to deal with, but after several years we had expected these matters to be addressed more effectively.
Sadly, due to the length of time these issues have been ongoing and the lack of resolution, we are now considering legal options. We hope Cala will take these concerns seriously and work with homeowners to resolve issues properly.

Update 02/04/2026 There has been no response from our local cala team following email and phone call to the customer services team 27/3/26.
I have contacted the cala group email.

I recently had Chris Denny from CALA carry out some work around my home, and I couldn’t be happier with the experience. He was polite, professional, and incredibly efficient from start to finish. The quality of his work was excellent, and everything was completed to a really high standard. It’s clear he takes pride in what he does. I would highly recommend Chris, he did a fantastic job all round and is a credit to CALA

The painter Scott Moxey was here over a two days. His work was excellent, very professional. I would highly recommend him