'Hellway' - The Bellway New-Build Estate Where Dreams Turned into Nightmares
When prospective homeowners browse through the glossy brochures of new housing developments, they're often enticed by promises of impeccable quality and high standards. The marketing material for Bassingbourn Fields, a housing estate in Fordham, Cambridgeshire, was no exception. "Our impeccable attention to detail is at the forefront of our build process," declared the brochure for this Bellway Homes development, "and our high standards are reflected in our dedication to customer service."
However, for many residents of this 100-property estate, the reality has fallen far short of these lofty claims. So much so that some homeowners have taken to referring to the developer not as Bellway, but as "Hellway" - a nickname born from over two years of frustration, disappointment, and seemingly endless problems with their new homes.
The Promise vs. The Reality
Bassingbourn Fields, at first glance, appears to be a textbook modern development. Nestled in the picturesque Cambridgeshire countryside just north of Newmarket, it offers a range of three, four, and five-bedroom homes that should represent the pinnacle of contemporary living. The development's location, surrounded by rolling fields and with easy access to nearby towns, makes it an attractive proposition for those seeking a blend of rural charm and modern convenience.
However, beneath this appealing exterior lies a litany of issues that have turned many homeowners' dreams into nightmares. From minor cosmetic defects to major structural problems, the residents of Bassingbourn Fields have found themselves grappling with an array of 'snags' - the industry term for defects in new-build properties.
A Catalogue of Concerns
Jon Trevenna, a 70-year-old retiree who moved into his house in early 2022, had hoped for a peaceful retirement and more time with his grandchildren. Instead, he found himself dealing with a host of unexpected problems. "When you buy a new-build you expect some snags – a few cracks here and there," he explains. "You don't expect three major leaks in your bathroom, a downstairs radiator to be plumbed into the upstairs and vice versa, the fence between you and your neighbour to look like a rollercoaster."
Trevenna's experience is far from unique. Another young couple, who preferred to remain anonymous, shared a particularly alarming incident. Within weeks of moving in, their entire staircase collapsed, causing the husband to fall into the understairs cupboard. When a contractor came to assess the damage, they were shocked to discover that each step had been secured with only a single screw, instead of the 14 that should have been used. This dangerous oversight could have resulted in serious injury and exemplifies the kind of substandard work that many residents have encountered.
For Megan Saint-Denis, the problems have persisted for three long years. "We had really bad flooding in the back and they've only just come out to dig up the entire garden, which meant we lost all of our plants at a big cost to ourselves," she laments. The constant need to chase builders, take time off work for appointments that are often missed, and the stress of living in an unfinished home have taken their toll. "It's our first house so it's ruined the experience for us really," she adds, echoing the sentiments of many first-time buyers who have found their excitement tainted by endless issues.
The Scale of the Problem
While it's not uncommon for new-build homes to have some minor issues that need addressing, the scale and severity of the problems at Bassingbourn Fields appear to be far beyond the norm. Stephen McIntyre, who paid £500,000 for his home, found himself so disappointed with the finish that he felt compelled to appoint solicitors to deal with the issues.
McIntyre's list of problems reads like a catalogue of construction nightmares: a broken toilet, a cracked shower tray, a flooded back garden, an unsecure downstairs window, an unlevel patio, leaking sinks and radiators, unsupported floors, botched outdoor steps, and out-of-place boundary fences. "In the past two and a half years my wife and I have taken 20 weeks off work and spent thousands of pounds getting everything sorted," he reveals. "We've felt like strangers in our own home. I just want Bellway to take responsibility for what they've done."
The Financial and Emotional Toll
The impact of these issues goes far beyond mere inconvenience. Many residents have found themselves out of pocket, having to take extensive time off work to deal with repairs or even paying for fixes themselves out of frustration with the slow pace of the developer's response. The emotional toll is equally significant, with the stress of living in an unfinished or faulty home casting a shadow over what should be an exciting new chapter in people's lives.
Kelly Heather, who moved to Bassingbourn Fields in January 2022, found herself in the unenviable position of becoming a de facto project manager during her maternity leave. She reports having to chase Bellway to fix more than 200 snags, including extensive damage to the downstairs flooring. Over a year later, she's still waiting for a shower unit to be replaced. "It's been awful," she says. "It can take three weeks to get a reply to an email and sometimes we're just ignored."
The Wider Context
While the situation at Bassingbourn Fields is particularly acute, it's important to note that it's not an isolated case. Samantha Curling, chairwoman of the National Association of Professional Snagging Inspectors, notes that "most developers have at least one site they're not proud of." She points to broader issues within the construction industry, including a dwindling supply chain and increased demand for new homes, which has led to a "fighting battle to get skilled tradespeople to finish the job."
This pressure to build quickly and meet targets may be contributing to the kind of corner-cutting and poor workmanship that residents of Bassingbourn Fields have experienced. Curling reports that many tradespeople have told her they won't work on new-build sites because of the low rates of pay and the pressure to do more than is humanly possible.
The Developer's Response
When confronted with the litany of issues at Bassingbourn Fields, Bellway Homes issued a statement acknowledging that they were "aware of defects on the site" and apologising to homeowners who "may not have received the service expected." The company attempted to contextualise the problems by stating that "a new home is a hand-built product, so defects do occur, and often only become apparent once homeowners move into their home."
Bellway also pointed to the 10-year Buildmark warranty that comes with all their homes, noting that they cover any defects found in the first two years. However, for many residents, this assurance rings hollow given the difficulties they've faced in getting issues addressed promptly and effectively.
The Road Ahead
As of the time of writing, many issues at Bassingbourn Fields remain unresolved. While some hazards have been fixed, residents report cracked or overgrown pathways, a flooded drainage basin, and metal pipes or electrical wires protruding into the recently completed children's play area. Bellway has stated that they are working on resolving these outstanding issues.
In a recent development, Bellway has handed over responsibility for the site's upkeep to a third-party management company. However, this move has been met with scepticism by some residents, with a number refusing to pay their first bill to the new management company.
Lessons for Prospective Buyers
The saga of Bassingbourn Fields serves as a cautionary tale for anyone considering purchasing a new-build property. While many new developments are completed to a high standard, the experiences of these Cambridgeshire residents highlight the importance of thorough research and due diligence before making such a significant investment.
Prospective buyers would do well to:
Research the developer thoroughly, looking at reviews and experiences from previous developments.
Visit other completed sites by the same developer to get a sense of the quality of their work.
Consider hiring an independent snagging inspector to thoroughly check the property before completion.
Understand their rights and the developer's obligations under the warranty provided.
Be prepared to be proactive in following up on any issues that do arise.
A Call for Industry Reform
The issues at Bassingbourn Fields also raise broader questions about regulation and oversight in the new-build housing sector. While initiatives like the New Homes Quality Board aim to improve standards, the experiences of these homeowners suggest that more may need to be done to ensure that developers are held accountable for the quality of their work.
As the UK continues to grapple with a housing shortage, it's crucial that the drive to build more homes doesn't come at the expense of quality and safety. The residents of Bassingbourn Fields, and indeed new homeowners across the country, deserve better than to find their dreams of a perfect new home turning into a nightmare of endless snags and repairs.
For now, the residents of 'Hellway' continue their fight for the homes they were promised. Their experiences serve as a stark reminder of the gap that can exist between the glossy promises of marketing brochures and the lived reality of new-build homes. It's a gap that the industry as a whole must work to close if it's to retain the trust of homebuyers and deliver the high-quality housing that communities need and deserve.
