Our commitment
Before you move...
From the moment you reserve your new Charles Church home, we pledge to make the experience
enjoyable and informative each step of the way. We aim to take care of you, not just when you are buying but
also after you have moved into your new home. All of our staff are trained and encouraged to provide a high
level of customer service and to deliver our comprehensive pre-move and after-sales commitment to our
customers.
Reservation Agreement
At pre-reservation stage you will be shown details of the appearance and location of your chosen home
together with all relevant surrounding information.
The reservation agreement will set out the key terms of your home purchase, including the reservation
period, purchase price and other very important information.
Charles Church Masterfile
Upon reservation you will receive a copy of your Masterfile, which has been produced to assist you through the
different stages of your purchase and for you to use as a reference after you have moved into your new home.
Points of Contact
We will inform you of the main points of contact who can assist you with information during your reservation,
your moving in experience and beyond.
Our Sales Team are fully trained to offer you expert guidance and practical assistance throughout the buying
process. We will regularly communicate with you to keep you informed of the progress of your new home
and our Sales Executives will respond quickly and efficiently to any queries you may have.
Specification
We are a national house builder, however with a local approach to building your home. We will provide
you with the specification appropriate to the locality of your selected home and development and we will
explain the choice of external materials used, for example your brick colour and roof tiles etc. You will be
able to select certain elements of the fixtures and fittings, subject to the stage of build of your chosen home,
encompassing the latest designs from leading manufacturers. If you wish to further personalise your new
home, an exciting range of options is available to purchase from our Select scheme. Our experienced Sales
Team is on hand to guide you through the choices available to you depending again on the stage of build.
Quality Assured
Your home will be built in accordance with all relevant technical and building regulations and in addition to
this all stages of the construction of your home will be inspected by our experienced construction staff. On
completion day we will provide you with a quality assured certificate for you to keep within your Masterfile.
Estimated Build Completion
We will provide you with an estimated build completion date upon reservation. We undertake to keep you
informed of progress during the construction of your new home and in particular, should construction be
delayed for reasons outside of our control, for example inclement weather or delayed connection of mains
services, we will notify you of any revised build completion date.
Health & Safety
We always welcome you and your family to our developments and depending on the build stage, allow you
to view your home during construction. However, building sites can be dangerous places and should you wish
to view your home we must ask that you make an appointment so that we can ensure your health and safety
during the visit. When visiting your new home under construction, please take the advice of our experienced
site construction and sales teams at all times.
New Home Demonstration
A member of our team will show you your new home and demonstrate the fixtures, systems and appliances
fitted, before you move in to ensure that you are happy and familiar with their operation.
After you move…
Courtesy Call
A few days after legally completing and moving into your new home, a member of our team will make
contact with you to ensure that all is well with your new home.
Dedicated Customer Care Helpline
During our normal office opening hours and during your occupation you may use our dedicated customer
care helpline. Our teams are fully trained to offer you an efficient, fair and prompt service.
Full Emergency Cover Hotline
A Customer Hotline is available to call 24 hours a day in the unlikely event of an emergency such as a
complete loss of electricity, gas, water or drainage to your new home.
One Month Inspection
Minor problems may sometimes occur in your new home within the first few weeks of you moving in.
Any problems should be reported on your One Month Inspection Form and we will endeavour to complete
all agreed items within a month of receiving this.
Customer Construction Clinic
For your convenience, whilst our Sales Office remains on the development, we hold an informal Clinic every
Monday evening (except Bank Holidays), dedicated to offer you extra help and assistance both during and
after the purchase of your new home, this session will be available from 5pm to 6pm and members of the
development team will be available in our Sales Office to discuss any questions you may have.
Ten Year NHBC Cover (or similar) & 2 Year Warranty
The industry regulated 10 year warranty cover is applicable to every Charles Church home. A comprehensive
guide explaining the cover will be supplied to you within your Masterfile. We provide an initial two year
warranty with your new home and enforce any warranties provided by the manufacturers for the first year of
occupation. Our Customer Care Department is on hand to offer you the necessary guidance and assistance.
Health & Safety During Occupation
We will undertake to be as considerate as possible whilst construction activities continue on your
development. Please refer to your Masterfile in respect of some simple health and safety rules which
will keep you and your family safe whilst our construction activities continue.
Future Moves
When you decide it is time to move on, we will give you a £1,000 voucher towards the purchase of any new
Charles Church home in the country as a thank you for your loyalty.
And finally…
We Do Value Your Comments and Feedback
Should you have any comments on any aspect of our service, please do not hesitate to contact us through
your regional office or our national website www.charleschurch.com and click on “contact us” on the
homepage for further guidance.