Charles Church

How we support you after you move

Our support for our customers doesn’t end after you get your keys – here’s everything you need to know about aftercare at Charles Church.

We care about aftercare

From unpacking boxes to ensuring you’re connected to superfast wi-fi as soon as possible, there will be plenty on your mind in the first few days after you move in.

To help you out with it all, our Customer Care team will be in touch to provide a few gentle reminders about what to expect during this time. We’ll also drop you a line at other key times during your two-year warranty period to make sure everything’s okay.

Here’s a quick timeline of what to expect during the first two years in your new Charles Church home…


Move in date: Congratulations! You have the keys to your beautiful new home and it’s time to move in.

Issued with Quality of Construction Certificate: You’ll receive certification that your new home meets regulations and warranty requirements.

First courtesy call: Within your first week in your home we’ll give you a ring to see how you’re getting on.

One month courtesy call: We’ll give you another call one month after completion to see if there’s anything we can help you with.

8 week Home Builders Federation (HBF) Survey: You’ll be asked to fill out a form about your experience so far, sharing any feedback you might have.

6-8 month courtesy call: Our Customer Care team will be in touch again to check that everything is running smoothly with your new home.

9 month HBF survey: By now you’ll be fully settled in, and will have the chance to provide feedback on your experience over the past 9 months.

Always on hand: Throughout the remainder of the two-year warranty period, our Customer Care team will be available to help with any further issues you might have.

End of 2-year defect period: You’ve now been living in your new home for 2 years, and the portion of your warranty covered by Charles Church has come to an end. You still have another 8 years covered by the 10-year new homes warranty.

How do warranties work?

Every Charles Church home comes with a 10-year new homes warranty and insurance policy, the first two years of which are covered directly by us. We enforce any warranties provided by the manufacturers for fixtures and fittings in your home.

What’s more, if within the first two years of owning your home there are any defects because of us not adhering to regulatory standards, we’ll rectify these defects at our expense. Simply contact your regional customer care team and they’ll get on the case.

In the remaining years of your 10-year warranty, please report any issues directly to your warranty provider (your customer care team can point you in the right direction).

We’re proud to partner with several UK house building and standards bodies including Premier Guarantee, NHBC and LABC; ensuring you’re fully protected long into the future.

Caring for shared spaces

On completion, you’ll notice an additional service charge and estate service charge. We collect these so that the management company for your development has funds available to cover communal expenses, such as maintaining open spaces or, in the case of an apartment block, maintaining the building. In Scotland, a management company is called a Factor.

Once you’ve settled in you’ll receive an info pack from your designated Agent, setting out the services they’ll provide and when you’ll be asked to pay for them. This is usually collected every quarter by Direct Debit. You might also be charged a Management Fee – this is an up-front payment we pass on which is non-refundable.

Select Options

Add Select Options to your Charles Church home.

Showcase Your Style

Why not share your own photos on Instagram using #charleschurchlife for a chance to win a £100 White Company voucher. Visit our Facebook page for terms and conditions.