DONT BUY NEW HOME AT UPPER EAST E3 BOW LONDON
If you are considering buying a home at Upper East by Muse, think carefully before proceeding.
Broken promises, no accountability, and extremely poor communication throughout the entire process.
We are first-time buyers who purchased a flat at Upper East, developed by Muse Places Limited. From the very beginning, we were repeatedly and explicitly told that the 5% Deposit Boost for first-time buyers was automatic and separate from any other negotiated incentives.
When we questioned why it was not included in the Reservation Agreement, the sales agent reassured us multiple times that it was “automatic” and did not need to be written into the contract. Unfortunately, trusting those verbal assurances was a serious mistake.
Just eight days before completion, we discovered through the final financial statement that the £28,500 Deposit Boost had never been applied. There was no warning, no explanation, and no communication at any stage during the previous six months.
When we raised the issue urgently, a senior sales manager initially verbally confirmed that our understanding was correct, only to call back less than an hour later and completely deny the conversation.
We submitted a formal complaint to Muse, but they ultimately refused to take responsibility, stating that the sales agent involved was working with JLL. At no point during the purchasing process were we made aware that Muse would later distance themselves from representations made by the sales team selling their development.
We are now escalating the matter to the New Homes Ombudsman.
If you are considering buying from Muse, make sure absolutely every promise and incentive is confirmed in writing. Do not rely on verbal assurances alone.