A Kenilworth couple say they have had a "nightmarish" two years since buying their new build home which continues to be plagued by issues.

Faryal and Omar bought the property on Wilkshire Road on The Pavilions estate in February 2022 but say they are yet to properly enjoy their home having been locked in a long-running battle with housebuilder Bovis.

They say many of their neighbours have also been forced to complain about defects to the developer who they accuse of a lack of "care and ownership" in fixing the long list of problems.

Alongside broken door fittings, leaks in the bathrooms, faulty radiators and extractor fans, Faryal and Omar have been trying to get Bovis to fix their "dangerous" garden but have had to pay thousands to a private contractor to fix the issues.

As well as the lawn sinking towards the back, Faryal said it was not safe to walk on as there were "huge" undulations under the pieces of turf where it had not been laid properly.

She says they were promised by the sales team all the issues would be sorted before they moved in.

Faryal and Omar have had to pay private contractors to fix their garden (image supplied)

"When we stood in the garden for the first time it was full of rubble, the fences weren't in and it was clear the other gardens were much lower than ours," Faryal told Nub News.

"I asked the salesperson at the time whether this would all be sorted, and we were assured it would be fixed and our garden would be levelled.

"They promise you a lot of things. We accepted their word, but didn't get anything down in writing, which is what Bovis have said to us after the fact.

"This is clearly misleading the customer at the time of sale.

"When we moved in, it looked ok but we had to work through a huge list of faults with the house itself before we started to look at the garden."

The couple have had to have 25 tonnes of soil put on their garden to level it (image supplied)

She added: "You buy a bare bones garden, we are aware you have to do all the planting yourself, but you don't even get a lawn you can even walk on without possibly breaking your ankle."

The couple say they have now had to pay thousands to a private contractor to have the garden fixed.

Some 25 tonnes of soil have been delivered to help level the space, but they have still decided to split the garden across two levels, such was the extent of the problem.

"I just wanted them to finish the job their sales team promised," Faryal continued.

"They are ripping off people and they will continue to do this to other people.

"After waiting for almost two and half years for them to fix the problem, we are having to do it ourselves.

"It has stopped us from being outside at our own home.

"It has been a lot of anguish and stress for us living here, but we have to finish this house

The couple said the turf has not been laid properly and has holes underneath it (image supplied)

As well as the long list of snagging issues, Faryal said she has also been let down by the customer service at Bovis, saying she has had to repeatedly chase up on issues before they were fixed.

The couple even got local councillor Richard Dickson involved to help, as well as appealing to the NHBC for support.

"They are a business, they don't care about their customers," she said.

"To anyone thinking of buying a new build I would tell them to read every clause in their contract and you make sure everything is covered and any questions are responded to and documented in writing, as any verbal commitment means nothing to Bovis.

"Make sure their customer service is great - otherwise don't buy a new build.

"But don't go for Bovis."

The garden also slopes heavily towards the back (image supplied)

Nub News approached Bovis (part of the Vistry group) for comment on the Wilkshire Road house, and asked whether the company was satisfied with the quality of the Pavilions development.

A spokesperson for Vistry South Central Midlands said: "While we take great care to ensure that the homes we build are of the highest quality, as with any handmade product, issues can sometimes arise.

"This is why we have a snagging process, which is a routine part of the customer care service that housebuilders provide.

"As well as being covered by a 10-year structural warranty, homes are covered by a two-year guarantee during which time issues arising from the build of the house can be reported to us and rectified free of charge.

"In the event that a customer feels that an issue has not been resolved to their satisfaction, they can make a complaint to us through our formal complaints procedure, which is exactly what the customer has done in this case.

"After fully investigating the matter, we concluded that no action was required as the slope of the garden is in line with our technical drawings.

"The customer was not satisfied with this outcome and we have therefore advised her to refer the matter to her warranty provider, who will be able to advise on the required next steps.

"We would always encourage customers who encounter any issues with their home during the two-year guarantee period to report them to us directly and we will always do our best to resolve them."