New Homes Law Ltd

Extremely disappointing experience. My experience with this firm has been deeply distressing, both financially and personally. What should have been a straightforward professional relationship became an incredibly stressful and prolonged process, characterised by significant delays, poor communication and a concerning lack of accountability. There were periods of months without communication or progress. When issues arose, I found it extremely difficult to obtain clear answers, establish who was taking responsibility or identify an appropriate escalation point. For a paying client, this is simply unacceptable. The level of staff turnover also raised serious concerns about continuity, consistency and the overall management of my case. At no point did I feel that there was an effective mechanism for ensuring that my concerns were properly addressed by someone with the authority to resolve them. The financial and emotional consequences have been significant, and I do not believe the level of service I received came close to what a client should reasonably expect from a professional firm. Communication, accountability and effective client care should be fundamental standards, not things a client has to repeatedly chase. My experience has left me profoundly disappointed in the way the matter was handled and in the apparent lack of effective escalation when things went wrong. I hope the firm makes meaningful improvements to its communication, case management and accountability processes. In the meantime, I would encourage anyone considering instructing them to avoid at all costs. I dis-instructed New Homes Law after almost a year, and instructed a new firm who completed my sale in 8 weeks.

After almost 8 months my sale and purchase failed. This was a relatively straightforward transaction (FTB and no chain). The process was a catalogue of poor communication, missed deadlines and slow progress. I raised a formal complaint mid way through the process. My complaint was upheld and I received assurances that things would improve. Clearly they did not. Please avoid this firm.

This is now my second one star review for NHL, which should tell you everything. My first review covered the appalling service I received during my shared ownership purchase — easily one of the worst professional experiences I’ve ever had. After a year of zero communication from them, delays, and total disorganisation, I completed the purchase and tried to move on. Fourteen months later, I’ve been hit with a bill for nearly £700 for an unsettled service charge from before I even owned the property. Only now has it become clear just how badly NHL mishandled my case. They failed to ensure the service charge account was settled on completion, and they failed to ensure the retention was held until it was resolved — basic, fundamental steps in conveyancing that any competent firm would treat as standard. A genuinely shocking level of incompetence. What makes this even more infuriating is their behaviour since. Instead of answering straightforward questions about missing documentation pertaining to those accounts, they immediately tried to shift blame onto the seller’s solicitors for holding the retention for 12 months — which is completely normal. Then they attempted to excuse themselves by saying the case handler had left the firm, as if that somehow absolves them of responsibility for their own negligence. And now, they’ve simply stopped responding altogether. It’s astonishing to witness a firm operate with this level of incompetence, avoidance, and disregard for their clients. The way they conduct themselves feels more like a back street operation than a regulated legal service. Their so called “customer charter” is meaningless in practice. I would strongly urge anyone considering NHL to avoid this firm like the absolute plague. And by the way, the reason there are so few one star reviews on trust pilot is because NHL flag them all and use every tactic in the book to get them taken down. They tried to do that with the first review I left. And not only that, but they seem to have removed themselves from google maps so you cant leave reviews about them on google anymore.

New Homes Law is completely unreachable and caused us extreme stress. They ignored every email from both the buyer’s and seller’s solicitors, and their phone lines go straight to voicemail. Staff went on leave without any notice or handover, showing a total disregard for exchange dates. Things got so bad that my estate agent has now officially blacklisted them due to their incompetence. Their lack of accountability nearly ruined our entire move—do not use this firm.

I am extremely disappointed with the post-completion service provided by New Home Law. It has now been two years since I purchased my property, and the land registration remains incomplete. Despite repeatedly chasing Alix Robinson since August 2024, I have received no meaningful updates or responses. This prolonged delay has caused significant stress and frustration. Additionally, due to poor advice and mishandling of my case, I was moved onto a variable interest rate, resulting in avoidable financial loss — a situation that should never have occurred had my case been managed competently and responsibly. In an effort to seek clarity, I contacted HM Land Registry (HMLR) directly, and was informed that: • Multiple reminders have been sent to New Home Law, • No response has been received from your firm, • The registration remains pending solely due to inaction on New Home Law’s side. The level of communication has been unacceptable. Every time I call, I am told Alix is “in a meeting,” yet she has not returned a single email, voicemail, or follow-up request. There has been no accountability, no transparency, and no urgency in resolving this matter. Purchasing a home is one of the largest financial commitments a person will ever make, and the post-completion process should reflect expertise, diligence, and proactive communication. Unfortunately, my experience has reflected the opposite. I urge senior management to take notice, review internal processes, and ensure that no other client is subjected to the same level of service failure that I have endured. Based on my experience, I cannot recommend this firm.

Absolutely disgusting service. Case handler changed with no communication. Couldn't proceed as they only had 1 solicitor and 1 conveyancing executive, not 2 of either. Charged the full quote for the matter despite not reaching exchange. Tried to claim the funds from my gifted deposit - which should be protected! Hideous. Avoid like the plague.

Unfortunately I have to give a star, if I could I’d give it zero. My partner purchased a shared ownership house in June of 2024 - and is STILL waiting for the property to be registered with the land registry. I live with my partner in the property; we are trying to sell this house to buy another but cannot do so until the property is registered. It is one of the only properties on the estate that is left to register; anyone else on the estate who used a different company has had no issues and their properties have been registered accordingly. I would AVOID AVOID AVOID this company if you expect them to do anything in your best interests, or expect them to do their jobs. Everyone my partner has spoken to is rude and avoidant - especially Lucia Garcia; her tone of emails and her avoidant attitude on the phone are a reflection of her poor work ethic. My partner is fighting very hard to ensure the house is registered but anyone he speaks to at New Homes Law does not care. Currently their lack of concern is slowing down our buying a new property and this is ultimately having an impact on our life, current and future, and on our family. New Homes Law should be ashamed. Once again, AVOID!!!

The customer service, knowledge & expertise my wife & I received from Grace and the New Homes Law team was first-rate. Questions were answered swiftly, calls were taken & expert advice was always provided. I thoroughly recommend New Homes Law to perspective house buyers

One word to describe my experience with this company would be AWFUL. My experience with Operations Director Claire Noble was extremely disappointing. I found her communication to be rude and disrespectful, particularly in the way my personal circumstances were addressed. I also found the use of the word “attacking” during our communication to be highly unprofessional and inappropriate. I also had serious concerns about the service I received from Luke Licence. I found the process unnecessarily slow, and I felt I had to intervene myself to help ensure the sale of my property did not fall through. Communication throughout the process was another major issue. It was often extremely difficult to get through to anyone, and on several occasions I had to call repeatedly throughout the day before getting a response. Overall, this was one of the worst experiences I have had with a company. Based on my experience, I would not recommend their services and would not use them again.

Multiple rounds of poor documentation having to be amended, fees that were not made clear to me and fees which were 'sent in the post' which never arrived, was return mailed back to them and they never bothered resending them or contacting me to let me know about these fees, so seeing them on the completion / settlement invoice at the end was a huge shock. Was told there was nothing they could do about these fees that weren't communicated to me. They chase chase chase for you to make payments even if it's too early in the process and then once you pay you don't hear from them for days if not weeks. Shocking experience as a first time buyer, this company was recommended to me by the housing association yet there was constant disconnect throughout the whole process between the parties. I finally got documentation the day before completion and it had multiple contradictory parts and I'm waiting for it to be amended and sent for the fourth time now (3rd time electronically, first was the failed post attempt). AVOID THIS COMPANY - AWFUL EXPERIENCE. Would give 0 stars if I could!