Henley Homes

Tasminnn · Jul 30, 2015 9:26 am

Thank you guys! I have no idea how this will look but let's see!

So far my experience with Henley hasn't been that great

... My admin girl doesnt follow-up on things amongst so many other things!

Hopefully will start the build soon, land has been settled since June and still nowhere with a construction date.

confused_fhb_2015 · Jul 30, 2015 9:28 am

Tasminn - you will need to follow up with the admin girl if you really want your build to progress quickly...don't know who you're dealing with but Admin is the worst section of our entire experience...
Even spoke to the Admin Regional Manager and she is no good to help customers and understand their issues...
It's your house and money so try and leave no stone unturned to make it worth the time in your life..Goodluck !

Tasminnn · Jul 30, 2015 9:39 am

You are absolutely right! I've been trying to do that but it just gets frustrating and one day she'll say something and the next day she'll forget it. Its her responsibility to comprehend what we are after and ensuring that goes through to her drafting team or whomever ...

Ahhh what to do! lol Which stage are you in now confused?

confused_fhb_2015 · Jul 30, 2015 10:58 am

Ohhhh that's doesn't sound unfamiliar...lol...we were almost screwed and were about to get kicked off the Quiktrack program because Henley's Admin didn't know their job very well...the answer that we got from the Admin manager was that we should be following up as it is our House

really ???? Huhhhhh... Trust me this is the worst part of our overall journey so far...hope you get over it soon !
We're in the final stages now... waiting to get a NHP date soon !! Fingers crossed

TiVeena · Jul 30, 2015 11:14 am

Tasminnn

You are absolutely right! I've been trying to do that but it just gets frustrating and one day she'll say something and the next day she'll forget it. Its her responsibility to comprehend what we are after and ensuring that goes through to her drafting team or whomever ...

Ahhh what to do! lol Which stage are you in now confused?

Hi Tasmin, I'm in exactly the same boat..our land settled in May last yr and we signed initial deposit last yr and now after soooo months trying to get the tender doc correct it's finally corrected because I had to call admin and point out and explain item by item even on email it's pretty straight forward ..told her she need to check previous tender and compare..I was so on the verge of complaining to her manager and how they are not diligent in their process

confused_fhb_2015 · Jul 30, 2015 11:21 am

TiVeena

Tasminnn

You are absolutely right! I've been trying to do that but it just gets frustrating and one day she'll say something and the next day she'll forget it. Its her responsibility to comprehend what we are after and ensuring that goes through to her drafting team or whomever ...

Ahhh what to do! lol Which stage are you in now confused?

Hi Tasmin, I'm in exactly the same boat..our land settled in May last yr and we signed initial deposit last yr and now after soooo months trying to get the tender doc correct it's finally corrected because I had to call admin and point out and explain item by item even on email it's pretty straight forward ..told her she need to check previous tender and compare..I was so on the verge of complaining to her manager and how they are not diligent in their process

Our experience with the Admin Manager was even worse...she was trying to be protective to her staff and put things back on us...I had to go to the extent of showing her my email & phone records to prove myself right

Tasminnn · Jul 30, 2015 11:23 am

TiVeena

Tasminnn

You are absolutely right! I've been trying to do that but it just gets frustrating and one day she'll say something and the next day she'll forget it. Its her responsibility to comprehend what we are after and ensuring that goes through to her drafting team or whomever ...

Ahhh what to do! lol Which stage are you in now confused?

Hi Tasmin, I'm in exactly the same boat..our land settled in May last yr and we signed initial deposit last yr and now after soooo months trying to get the tender doc correct it's finally corrected because I had to call admin and point out and explain item by item even on email it's pretty straight forward ..told her she need to check previous tender and compare..I was so on the verge of complaining to her manager and how they are not diligent in their process

I totally feel you on this! Im wondering if we have the same admin girl ...

What annoys me the most is that why do WE have to point out everything to them? I believe they are getting paid to do this .. in a way we are paying for them to do their job properly which is to ensure what we are after is properly acknowledged.

I found so many mistakes in my tender and contract. I have to sign post contract variations like 5 times as they've missed out on certain things.

They are known to be the best australian major builder ... I wonder if that is actually true with this type of service ...

confused_fhb_2015 · Jul 30, 2015 11:24 am

TiVeena

Tasminnn

You are absolutely right! I've been trying to do that but it just gets frustrating and one day she'll say something and the next day she'll forget it. Its her responsibility to comprehend what we are after and ensuring that goes through to her drafting team or whomever ...

Ahhh what to do! lol Which stage are you in now confused?

Hi Tasmin, I'm in exactly the same boat..our land settled in May last yr and we signed initial deposit last yr and now after soooo months trying to get the tender doc correct it's finally corrected because I had to call admin and point out and explain item by item even on email it's pretty straight forward ..told her she need to check previous tender and compare..I was so on the verge of complaining to her manager and how they are not diligent in their process

Our experience with the Admin Manager was even worse...she was trying to be protective to her staff and put things back on us...I had to go to the extent of showing her my email & phone records to prove myself right

Izzyb · Jul 30, 2015 11:28 am

There must be a number to call to lodge complaints?

TiVeena · Jul 30, 2015 11:46 am

I can't wait till Henley ask to give feedback..will definitely give bad report on admin..

snyde · Jul 30, 2015 12:41 pm

Our experience has been pretty good so far.
We had a pretty blunt admin to begin with, who no longer works there, and the new admin seems to be ok, but I havn't had much dealings with her.

We had a few small mistakes in Tender, but they were quickly adjusted. We've also changed our minds on a few things, or wanted things updated on tender, and haven't had any issues. Our tender presenter has been great with us.

Hope the rest of your experience improves.

jessicana10 · Jul 30, 2015 12:57 pm

Im getting really frustrated now.
We had our feedback call and I was honest about the communication with admin.
I email her twice a week to try and get things moving. She takes about 2 days to return the email and then its a one sentence reply.
We signed contracts 38 days ago, finance is all done an approved. I keep emailing saying, what's happening? what are we waiting for? when is out start date?
Im still waiting for an answer. My last email was yesterday so hopefully I will get a reply tomorrow.

Tasminnn · Jul 30, 2015 1:56 pm

jessicana10

Im getting really frustrated now.
We had our feedback call and I was honest about the communication with admin.
I email her twice a week to try and get things moving. She takes about 2 days to return the email and then its a one sentence reply.
We signed contracts 38 days ago, finance is all done an approved. I keep emailing saying, what's happening? what are we waiting for? when is out start date?
Im still waiting for an answer. My last email was yesterday so hopefully I will get a reply tomorrow.

Same thing with us!
We had our feedback call as well and I had to be honest, hopefully they'll see a pattern and fix it.
I've emailed my admin girl this Monday still no reply, I wanted to know if she can provide with a construction date, still no reply yet.
This is not the type of service I expected from Henley.

mirz · Jul 30, 2015 1:58 pm

this sounds like internal re-restructure is happening in Henley. you might find a new admin and SS shortly if that's the case.

we had similar situation at one stage due to re-structure.

TiVeena · Jul 30, 2015 2:03 pm

Your right Mirz, my old admin didn't reply to all my email then 3 weeks ago had new admin calling me..it's annoying they keep changing..don't understand why that is the case

TiVeena · Jul 30, 2015 2:10 pm

Your right Mirz, my old admin didn't reply to all my email then 3 weeks ago had new admin calling me..it's annoying they keep changing..don't understand why that is the case

Tasminnn · Jul 30, 2015 2:17 pm

I have no clue if our admin girl will get changed or not. Its just frustrating dealing this way. Its our first time building so there is so much pressure already and this doesn't help

jessicana10 · Jul 30, 2015 2:38 pm

I just got a reply but not with any useful information. I was hesitant to email all the time but now I just do it, Im polite in my emails but I will send two or three a week to get an answer now, its frustrating asking a question and getting no reply, no even a 'im not sure ill get back to you'

Ari · Jul 30, 2015 3:24 pm

TiVeena

I can't wait till Henley ask to give feedback..will definitely give bad report on admin..

That's the funny bit. I slammed them in the feedback section when they sent me a survey after contracts. I got a phone call back very quickly from a lovely lady asking how she could help me "umm... you can't help me now. I've already fixed everything and signed the contracts. I needed you the last six months, not now. ".

Sooo... there is SOMEONE in the company who has a job of making the clients happy. It just seems you can't reach them when you are having the problems.

Dreamz9 · Jul 30, 2015 7:24 pm

Ours was totally different experience to you all...our First admin was great and the second one who is contruction admin was even better.
We normally get a reply within one business day whenever we email.
One night we got a reply around 9.30 pm and they were still working. To their defence i reckon they are over burdened with work but thats no excuse for bad customer service.
But our experience with construction team is pretty average. We cant blame admin people for construction goof ups because they can only tell what they are told by clowns onsite .