Story Homes: The Owner's Experience

Decline in Post-Purchase Service

A recurring and alarming sentiment is that the initial positive experience during the house viewing and purchasing stages does not extend to the aftercare, leaving owners feeling abandoned.

"Most of the positive reviews compliment the initial service... However, with Story Homes, things dramatically change once money is handed over. They simply do not care."

"Poor aftercare service, had to be rude to get major things sorted even after 2 years!"

Persistent Unfinished Estates

A major source of frustration is the alleged prolonged incompleteness of residential estates, impacting daily life, safety, and property value with dangerous and unsightly conditions.

"Many cars have been damaged due to unfinished roads. We had to replace ours because the suspension was damaged due to having to constantly drive over very raised ironworks!"

"The last house completed over two years ago. Story Homes have sent out many letters supposedly reassuring us that work will be completed by certain dates and it never does."

Significant Property Defects

Homeowners report serious and costly issues within the homes themselves, indicating fundamental construction or installation failures, which are then compounded by inadequate aftercare.

"Our kitchen had to be ripped out because of a huge leak causing black mould to cover the entire back boards."

"Initially they tried to accuse us of the huge damp patches being due to hanging our washing there!!!!"

Pattern of Blame Shifting

Customers frequently report that Story Homes often attributes extensive delays and unresolved issues to the local council, while residents are told otherwise, suggesting a reluctance by the developer to take ownership.

"Story blame the council but residents have been assured by the council that it's in Story's hands."

"Some issues have been dealt with promptly... however, others have been pushed aside or we have been told that they meet NHBC standards and that they won't be resolved."

Flooding & Environmental Impact

Concerns from homeowners and the wider community regarding inadequate drainage, building on floodplains, and the impact of new developments on natural landscapes and existing infrastructure. This often leads to direct damage to homes and gardens.

"Over half (58%) of owners of newly built properties say their home has been affected by a weather-related event during the last five years... and nearly a quarter (22%) say their home has been flooded (vs 12% of all residents)."

"The land can no longer absorb rainfall if it is built over, instead, water runs off impermeable surfaces, into drains which can become overwhelmed, and into rivers, increasing the flood risk in multiple areas."

"Building over flood plains without putting adequate drainage in place."

Escalating Management Fees & Unreliable Contractors

Long-term owners express significant frustration with unexpectedly escalating management fees and the poor quality and unreliability of contractors appointed for ongoing maintenance, often feeling they pay for services not rendered or poorly executed.

"Very disappointed with the Property management. Since 2020 the management fees have increased from £800 per annum to £1300 in 2022. Was assured at the point of purchase that any future increase in management fees, which was unlikely, would be minimal."

"Very poor contractors used for Cleaning, Window Cleaning and Gardening. Very unreliable, and when Contractors do appear there is little difference, if any. An exstautionate amount of money for, it appears, nothing."