Leisure World Group Reviews 518

Had a reason to contact Lauren for a warranty recall for our Adria Twin over the last couple of days. She dealt with it perfectly to a very satisfactory result, doing exactly what she said she would….Thank you Lauren.

My motor home was booked in on Monday to have an air conditioning unit fitted. Originally I was going to have to travel back to York and come back and collect it the next day
But the team said they could have it done in a couple of hours and even offered breakfast while I waited
Excellent and professional service
Thanks to Andy and the brilliant job the technician did (sorry forgot her name) who was also very polite and helpful

Booked in to have new fridge vents fitted turned up booked in and work carried out whilst i waited

All done very efficently

5 stsr service*****

I am delighted to contribute a very positive review for my recent visit to Leisure World in Brompton on Swale. Karen, Johnny and Andrew, gave me excellent advice and service, and my problems with my van were sorted quickly and efficiently. I was very impressed. I must also add that the boss, Chris, was very willing to give me the time of day, as I was ordering a coffee, and it soon became obvious, by his manner, why there is such a good team operating at Leisure World. Many thanks to all involved.

We purchased our second new motorhome from Leisure World this week.
During the past few weeks, from arranging the service on our previous van to the purchase and collection of our new van, the process has been swift and smooth. We’ve dealt with Josh, Sophie, Margaret and Steve and all have been friendly, helpful and very professional. Communications have been great throughout. I’d definitely use this company again and would recommend them to anyone considering purchasing or servicing a vehicle. We got a very competitive trade in price also.
Additionally they arranged for an alarm and tracker to be fitted at our home yesterday to facilitate the collection process :)

We had a really good team of people from Service. We had Karen, Andrew and Rebecca who delt with our motorhome. Karen would phone us to let us know what was going on with our motorhome and what was happening with it. Very friendly and also have a laugh with them. Thank you for keeping in touch with us and keeping us informed on our motorhome. Much appreciated Karen.

Had my caravan serviced today (16/02/2026).
Can't fault the service I received from everyone at Leisureworld Catterick.
From the initial booking, through to completion today my experience has been excellent.
Special mention to Sophie on service and Connor the technician for their help and professionalism.
Not forgetting Lauren and Helen for their assistance too. 😃
Many thanks....

Very helpful support and a speedy resolution - thank you

When we arrived to collect our caravan there were a few small outstanding issue's, which were quickly rectified by Sophie (we found out she was employee of the month, what a credit she is to this company), she bent over backwards to make sure we were happy with everything they had been asked to do, to the point of going out and cleaning the caravan herself.
While we waited we were given drinks and cakes, Sophie certainly looked after us.
I must also mention Craig who had undertaken all the warranty work and helped to make sure our Assisted Traction Control system was working before we left.
We could not fault these two employees they are such a credit to Catterick Caravans, thanks to both of you.

I must write this review to thank the service team . Stuck just as we were about to leave for our holiday with a none starting motorhome, they advised me to get it to them and they went above and beyond to make sure the problem was solved to ensure we could still catch our ferry! Cannot thank the team and Lawrence enough a credit to the company

From the initial call as a new customer to book our Buccaneer Commodore in for its annual service to looking around the new stock and having lunch in the cafeteria a first class well deserved five star from me. Well done to all the staff for making me feel welcome.

Appalling company. DO NOT USE. One star is one too many.

We bought a brand new Swift challenger in April 2024. The first caravan we saw at Birtley , my wife noticed had faults and a large chip on the front of the caravan, which Margaret said could be repaired at Catterick, ( who on earth buys a brand new caravan and gets it repaired.) The appalling thing was we were left to point out the defects because Margaret didn't point these out to us.

She said she would get another "NEW"? caravan from Catterick.

When this turned up we found there was a chip in the decorative splash back and the microwave was scratched She said these would be repaired under warranty, which in fact would never happen as leisure world didn't do their PDI and failed to inform Swift of the damage.In addition the tracker didn't work and Swift insurance were going to cancel the insurance because of this.

We took the caravan back to get looked at and it still wasn't working properly when we got it back. Terrible service.

We rejected the caravan under Section of the consumer act. They accepted the rejection but when we returned the caravan they found scratches on the underside of the caravan, which had been caused when the caravan was offloaded from a trailer. This damage was reported on by a specialist who called it gravel rash and informed me this was a common issue as caravans aren't offloaded properly.
They refused to take the caravan back and we took this up with solicitors who advised us we only had a 51% chance of winning so we cancelled the legal action.

Other faults were found with the caravan, Alde not working properly, front locker catch broken, radio housing damaged, door not closing properly which along with the scratches, which were all repaired under warranty by Swift and carried out by a local Caravan specialist in Newcastle. Swift paid for the damaged paintwork to be repainted because we hadn't caused the damage, because leisure world refused to do this.

Leisure world had closed Birtley, giving their customers no notice whatsoever. They take your money but don't want to know when there are issues and fail to fix.

NEVER USE THIS COMPANY.

Leisure world have replied to my review on Trust Pilot, they can't even put a name to their response and it is interesting to note they say the account I presented on trust pilot does not reflect the outcome or the standards they apply today. They seem to be saying the service we received from them was not ok and has now improved. How does this help us.

They say they continue to receive positive responses, is a 18 % 1 star response on Trust pilot good, ( thats 1 in 4 customers are dissatisfied with the service.

I do hope they have improved their standards but looking at other recent reviews on Trust Pilot, this doesn't seem to be the case. Unfortunately the standards they apply today don't compensate me for the disgraceful standards I received after purchasing the Brand New caravan from LWG Birtley.

Neither have they commented on the issues I had, particularly the scratches repaired by Swift under warranty, which they refused to do, or apologised for the service we received. LWG maintained that we had caused the scratches despite an expert witness telling us the damage was caused by offloading the caravan incorrectly from a trailer. We found out after we bought the caravan there were other caravans on LWG forecourt with similar scratches. If we had caused the damage why would Swift repair the scratches under warranty and fix all the other issues we had again under warranty.

They are a classless act, which many people have testified too on both here and Facebook.

I chose to disengage as they made a mess of the PDI and because they didn't submit a claim to Swift within the prescribed period, swift refused to replace the microwave and damaged decor panel as LWG failed to do the PDI because they didn't bother to report the issues we found after they took delivery of the caravan ( before we purchased) This much came out as Swift and our repairers said they failed to do checks right

Luckily for us we found a reliable caravan specialist in the north east, who got all the work carried out under warranty including repainting the scratches, something that LWG failed miserably to do.

Everything went well. There were some delays out of their control but they made the experience a very positive one. Thanks to Josh, Lawrence, Matthew and Declan for their help.

Thank you to Karen who served me today, in the process she kept me updated and gave me the best advise and solutions.
Karen is credit to leisure world.
Next year I will be returning.

Customer service excellent, above and beyond! I ordered the wrong size and Ben made it easy for me to exchange the Dryrobe for the correct size. Product arrived in perfect condition, in a timely manner and I’m thoroughly pleased with price and product. All in all a pleasure to deal with Ben! I highly recommend!

Service and repair that was carried out on my caravan was very good indeed and the communication was excellent also, , well done 👏

A few minor repairs required on our Adria, the reception service staff could not have been more helpful and friendly.
On completion of the jobs in hand we were invited to inspect everything was in order and to our satisfaction, which it certainly was.
A big thank you to all concerned in this exelent service.

Karen was a fantastic help for us with our caravan service

I had a problem with my fathers motorhome, from the moment I walked in the staff made me welcome. Once I'd explained my situation, the manager assured me he would try and resolve the problem within 72 hours. After 48 hours the manager had sorted it out. Thank you to you and your team.

I bought my van from leisure world in 2022. Up until today I haven’t been at all happy with the customer service I have received. In fact it has been terrible, very disorganised, slow and definitely not 5*! Perhaps, however a turning point has been reached as today my experience was much, much better. I hope it continues!