Premier Guarantee Omdömen 45

Unfortunately I can’t give zero stars
Unfortunately I can’t give zero stars ! So the trust pilot score is probably 1.0 higher than the 1.4 that is stated. (Look at all the other reviews).
Just had another phone conversation with our case handler. What a waste of time ! This is the 2nd time of contacting premier about another extract ducting issue. I’ve just been told that where I had an issue with a separate ducting run prior to this one, NONE of the ducting in my house is covered by premier. Even though they are legitimate issues. I’m an electrician, so I know what I’m talking about. I’ve been previously told that I don’t qualify to be a policy holder, due to Bargate home lying to premier, saying that I had worked on the development where I bought my house. I haven’t worked on the development, but this is just another case where premier will side with the developer and leave you high and dry ! When I asked him to clarify if I was still a policy holder, he couldn’t give me an answer. So I said, put me in touch with someone who could, and his response was that there wasn’t anyone who could give me an answer ! What a complete idiot !!! Like I said, and also echoed by many others, premier are useless, and I really don’t know how they are still in business. I think it needs someone like Watchdog to look into this fraudulent company.
Just a side note, the ‘helpful chap’ I was talking to, decided to hang up on me, mid conversation, as we were going round in circles ! ( yes, because he couldn’t answer my question which was quite straight forward ‘am I a policy holder ?’)

Wyatt Homes have developed an estate near Romsey, Hampshire. PG provided building control and the warranty. A significant percentage of the estate has external render that bridges over the damp proof course, which could lead to rising damp and premature failure. The detail is wrong. The render they used is not suitable for this vulnerable location. Why did PG not pick this up on any of the houses? Purchasers put trust in PG to check buildings are constructed correctly? A major QA failure? To make matters worse the builders are trying to hide behind an Non Disclosure Agreement - disgusting.

I have lived in a new build for 6 years, Premier Guarantee are very hard to contact and unhelpful. The builder have washed there hands of us. 4 years later my leak isn't resolved by either the builder or Premier Guranatee. The 10 year building warranty is a scam.

I have been in an ongoing battle with Premier Guarantee regarding a major roof leak in my flat, first reported in 2018. The defect clearly falls within their warranty cover for “Major Damage” and waterproofing failure. Despite this, after more than seven years the leak remains unresolved.

My experience has been:

Endless delays with no permanent repair arranged.

Repeatedly having to re-submit evidence and chase for updates.

Being passed back and forth between Premier Guarantee’s claims team, the insurer (AmTrust Europe Limited), and the original developer — none of whom take ownership.

On 13th August 2025, their appointed claims handler stated that all repair and alternative accommodation arrangements should be “directed to the developer” — the very same developer who has already failed for years to fix the problem with nothing more than inadequate patch repairs. This is exactly when a warranty provider should step in, yet they simply defer responsibility.

As a result, I continue to live in a property that becomes uninhabitable during heavy rainfall, with a real risk of further damage and potential health hazards. No start date, no completion date, and no assurance the works will be done by qualified professionals.

Premier Guarantee markets itself as protecting homeowners. In my case, they have done the opposite — leaving me stuck in a dangerous, deteriorating home while avoiding meaningful action.If you are buying a new-build home, do not be lulled into a false sense of security by the Premier Guarantee name. In my experience, when a serious defect happens and you actually need their help, they will drag their feet, pass you from one party to another, and ultimately leave you to deal with the very developer who caused the problem in the first place. This warranty has been nothing more than an expensive piece of paper — utterly worthless when it mattered most.

I dealt with Chris at Premier. What can I say… questions that I asked were avoided… information that they had given me was contradictory to each other. Gets reviewed by a ‘technical team’… yet my house has been completed in different coloured render and painted over. They allow the constructors to lie to them and take their word for it over the customers and then it’s for you to prove them all wrong at a cost. Generic answer was given to me with no proof against my claim that my render was the wrong colour, not deep enough and some areas no render present. They have a technical manual for the constructors to follow but they don’t have to follow it if they don’t want… BACKWARDS!

They say they keep an unbiased opinion, however they accept all evidence from the constructor and deny yours.

Avoid buying a house with a warranty through premier… they’re a pointless company who do nothing besides delaying your life.

The reviews say it all. I had the misfortune of dealing with these lowlifes ! I would say due to their sharp practice , it will only be a matter of time before they go bankrupt. It’s called Karma.

Premier Guarantee & Marley Risk Consultants – Useless, Incompetent, and a Complete Nightmare!

Avoid both Premier Guarantee and Marley Risk Consultants at all costs! Premier Guarantee dumped my claim onto Marley Risk Consultants, and ever since, it’s been a complete disaster. It has been over a month, and my house issue is still not fixed.

Marley Risk Consultants are utterly useless—their emails are confusing, unhelpful, and full of excuses. I’ve contacted them multiple times, but all I get is delays, empty promises, and no real action. Their customer service is a complete joke—they don’t care, they don’t help, and they certainly don’t fix anything.

And Premier Guarantee is no better—instead of handling my claim properly, they just shove it off to an incompetent company and wash their hands of it. They are just as unhelpful, just as unresponsive, and just as unreliable.

Dealing with these companies is a nightmare. If you want your issues actually solved, stay far away from this scam-like mess and go with a company that actually delivers on their promises!

Awful company who do not give a toss about customer service let alone the customer.
Premier is an absolute joke, who refer the complaint to AM Trust Insurance, who in turn refer the claim to Marley Risk Consultants. Read previous reviews about MRC, probably one of the most unprofessional and incompetent companies I have ever encountered.
The whole process of extended building warranties should be subject to an independent Government review. Good luck if you have the misfortune of having to deal with any of the above mentioned organisations

I've lived in my new build for 6 years. So far at least 3 roofs have leaked, the drainage pump doesn't work leading to raw sewage coming back through plug holes, and there have been multiple floods, due to faulty plumbing installation. The housing association (Torus) say it's our responsibility to fix. We contest that, and they produce a certificate from PG saying all the work passed the requirements. Our hands are tied. We are officially trapped here as I cannot sell due to awful reputation of Torus and PG. DO NOT BUY A NEW BUILD HOME...ESPECIALLY SHARED OWNERSHIP!!!

Awful company who refused to fix the communal roof of our development under the 10 year new build homes warranty saying the room is not part of the communal structure of the building. They will do everything to avoid paying for any work under warranty. There warranty is not worth the paper it's written on. Avoid these cowboys

It can't it don't know how to fix itself. It just takes your money and don't do nothing to earn it just keeps on taking. They don't pay there bills at all you as a customer pay the bills. I wanted a full refund they offered me 125.00 they are all heart. I ask them to fix a ice maker. they didn't. They put me on the merry-go- round from phone to phone It went on for 3 months. I finally told them I want my money back I had to go to there underwriters what a waste. I'm telling everyone out there not to use them they are like the gangster on the corner.

Building Contractor review here. We built a development a few years back and had engaged with PG to provide a third party warranty when the properties were complete. We entered into an agreement with them and paid an initial fee (5 figure sum) During the build process they carried out periodic inspections, each inspection was a very negative experience, referring a lot of details of our build as non compliant with their 'handbook', despite our details being compliant with architects drawings, building control, building regulations and EWS1 (fire inspections for external building envelope) They seemed to take upon themselves a kinda self proclaimed hierarchy over all other relevant consultants involved in the project, with a book of details that are almost impossible to construct and comply with. They continued however to do inspections and collect stage payments. At a latter end of the project they issued a letter saying that they could no longer offer a warranty on the works and had decided to pull out of the project. We then entered a legal battle with them to recover our fees paid (nearly 100k at this stage) Only part of this was ever recovered from them, and leaves me wondering how many other developers were left like this. There are comments here about PG being in some sort of cosy arrangement with developers, well take it from me this is not the case. PG are an absolute scam and judging by the reviews from end users, their reputations also extends beyond the build process
Proud to say that we finished a high quality development with happy residents. We returned after our 12 month defects period and rectified all issues identified by residents (Warranty was eventually provided by another company with none of the issues highlighted by PG being even mentioned)

Waste of money. 3.5 years in, 90% of issues not dealt with & Premier Guarantee not that interested. Refused to tell me what arrangements they have for builders who can’t be bothered to finish properties (Mark Ellis in Southport) & rejected the complaint I made to them about themselves.
Not worth the paper it’s written on. Get a retention before completion & use that when the builder doesn’t perform!

We searched for 2 years for a property on the south coast. We thought Seaward Developers, who had won design awards and offered extra items in the new houses, stood out above the rest, so, we bought from them.

Over the last two years, I don't think there has been a week, when something has either gone wrong, or we have been waiting for it to be put right.
Sewage smells through sinks, shower and bath, water leaks through bathroom and kitchen ceilings, tiles not set in probably presenting a rough jagged edge, cracked floor tile, doors that did not shut, cracked bath panel, TV and internet points not working and paint on the porch had to be repainted twice due to flaking (they fixed them).
We did not expect it to be perfect, but not to experience so much in our mid 70s!!
It has affected our health and our 50 year marriage.

We registered with Premier Guarantee, as we had nearly 300 cracked bricks and initially the Developer would not replace or meet to discuss.
I asked 3 times!

Our case handler kept us informed every step and was extremely helpful, the Developer kicked back again and again, but, eventually we came to a compromise. It was difficult to know where the expertise lay and who would inspect and approve, rather than just assume the job had been done well to industry standard.

Looking back Seawards really oversold Premier Guarantee and we were given the impression that they were our guarantee to put right, things that were not right.

Unfortunately, its not the case, as our experience is that again and again with the brick issue Premier was pushed back by the Developer and do not have the remit to enforce. The Developer also persuaded us not to have a Snagging's Report, which we regret, as all evidence based research says: 'get one done especially when you are the final phase build'.

Over a very stressful two years, many of the items have been put right, which we are grateful, although the Developer appears to have to do everything twice and no one checks the quality to industry standard.

Also, Premier do not appear to be able to manage expectation, one repair leads to another fault where you are left on your own or working with other agencies, (and they say go back to Premier), yet, it is by nature associated with the defect correction process, crazy!
No one checks the repairs or work!
I am the only one climbing up ladders and inspecting the final works.

When the Developer extracted a number of bricks, I noticed a number of chips in the glazing on 4 windows. Most chips (17 on one window) appeared around the window, where most bricks had been replaced, so, there was a strong correlation. Premier were unable to engage to conclusion, in spite of the weight of circumstantial evidence pointing to this evasive work (given the absence of CCTV or BodyCam.
(This will cost us thousands to repair/replace)!

Premier closed the case without consultation and our agreement!

I note that 96% of reviews for Premier are not very complimentary, rendering one star or less, perhaps there are lessons to be learned.

We have exchanged cracked bricks for chipped windows!

0 stars. Absolutely shocking. A complete waste of time. I’m literally sick of chasing them up and being ignored.
We have been sent an email:
We understand that the Developer has taken responsibility for the issues you have made. There should be no further involvement at this point from Premier Guarantee and we thank you for your cooperation during the period of your issue(s).
The developer hasn’t done the work and they are ignoring our emails too. We’re now two and a half years down the line with no end in sight. I’m so sick of the stress from both companies. Would definitely not recommend. I’m not surprised at all by ALL the negative reviews.

No point in adding to the sorry, despicable service offered by Premier and I know nothing will be done about them, even the Ombudsman doesn't care.
If I could have minus stars I would, about 10 million. What a sorry state of affairs the UK building and building warranty industry is in. Shame on you all.
I have gone back as far as I can but this has been ongoing since I bought my new build in 2015

The most useless company I have ever had to deal with. They employ incompetent people that never respond and don’t have an ounce of common sense let alone expertise.

I want to process a claim for the rectification of a patch of Rising damp. I contacted Premier and was directed to a Loss adjuster / Risk Consultants called MARLEY RISK CONSULTANTS. The case handler asked for photographs of a previous episode of Damp which was repaired by the Developer. I do not have such photos as I was never provided with them by the developer although my wife witnessed the work. Because of this I now have to get a report done which is not covered on my Policy? in addition to an excess payment of £100. It seems they are outsourcing claims. Marley have not yet answered my last email sent 06/02/23.

Refer below comments: They have zero interest in detecting building defects, as it all depends on the size of the plan/inspection/insurance fees received from their customers, etc.

There is zero protection to the unsuspecting customer and the industry is not fit for purpose and totally illicit. Truth most surveyors should not be undertaking the on site inspections or plan checking!

CICAIR do not reasonably regulate the industry, as it is obvious all these basic failures noted below and reported throughout the industry are going unnoticed undetected. If so, there would be very few companies practicing? It is just a racket....

I have suffered 4 years of stress, anxiety and depression from my dealings with Premier Guarantee and would advise anyone else suffering similar issues to all these mentioned here I would suggest you report your complaints to Premier Guarantee's regulators, CICAIR (Construction Industry Council of Approved Inspectors Register). This company needs to be brought to account for once and for all.