Charles Church Commitment
What you can expect from us.
Buying a new home is one of life’s big decisions. It’s a time of exciting changes, new beginnings, and a fresh perspective. We want to make your experience of buying a Charles Church home as free from stress and enjoyable as possible.
To make sure we keep everything on track – and you know exactly what to expect before, during and after you’ve moved in – we’ve created The Charles Church Commitment.
Before you pick up the keys
1. Before you move in
From the moment you reserve your new Charles Church home, we’ll be here to guide you through your homebuying experience, keeping you informed every step of the way. It’s all part of our comprehensive pre-move and after-sales commitment, during which you can expect a high level of customer service throughout.
2. Reservation agreement
At pre-reservation stage, we’ll show you details of the appearance and location of your chosen home together with all relevant surrounding information. The reservation agreement sets out the key terms of your home purchase, including the reservation period, purchase price and other important information.
3. Points of contact
We’ll make sure you know who your main points of contact are for helping you with information during your reservation, your moving-in experience and beyond. Our sales team is available to offer you expert guidance and practical assistance throughout the buying process. We will regularly communicate to keep you informed of the progress of your new home and our Sales Advisors will respond quickly and efficiently to any queries you may have.
4. Your home Masterfile
When you reserve your home, we’ll give you a copy of your home Masterfile. This is a reference guide to assist you through the different stages of your homebuying process and after you’ve moved into your new home.
5. Quality assured
We’ll build your home in accordance with relevant planning and building regulations. We’ll also inspect it at every stage of its construction. On completion day, we’ll give you with a quality assured certificate for you to keep in your home Masterfile.
5. Specification
While we’re a national house builder, we take a local approach to building homes. The brick colour, the roof tiles, and other external materials are all selected with the local vernacular in mind. We’ll provide you with the local specification of your home along with an explanation of what we’ve chosen and why.
And because it’s your sanctuary, you’ll get to choose some of the details that will make your home uniquely yours*.
From choosing certain elements of the fixtures and fittings – that include the latest designs from leading manufacturers – to personalising your space with choices from our Select Options range.
*The choices available will depend on the build stage of your home on reservation.
6. Estimated build completion
When you reserve your new home, we’ll give you with an estimated build completion date. We’ll then keep you informed of progress as your home is built. Should construction be delayed for reasons beyond our control, such as inclement weather or a delay in the connection of mains services, we’ll give you a revised build completion date as soon as we can.
7. Health & safety
Visiting your home to see its build progress is one of the unique aspects of buying a brand new home. However, building sites can be dangerous places, so always make an appointment with us to view your home. That way, we can ensure your health and safety during the visit – always follow the advice of our site teams during your visit.
8. Pre Completion Inspection
Your sales executive will be in touch to give you the opportunity to inspect your new home before completion, with or without a qualified professional. This inspection will normally take place 9 days before completion.
9. New home demonstration
When it’s close to moving day, we’ll show you around your new home and demonstrate the fixtures, systems and appliances, so you can move in knowing what’s what and how things work.
After you pick up the keys
1. Post Occupation Inspection
Between 7 and 28 days after completion, your Site Manager will meet you at your new home to complete your Post Occupation Inspection.
During the inspection your Site Manager will review any issues that you have found since moving in and record these on our system. Your site team will then be in touch to ensure that these issues are commenced within 15 working days in line with the Charles Church Commitment.
2. Courtesy call
A few days after you’ve legally completed the purchase and moved into your new home, we’ll call you to check all is well.
3. Dedicated customer care helpline
Our dedicated customer care helpline is available for any questions or queries you have during normal office opening hours.
4. Full emergency cover hotline
In the unlikely event of an emergency, such as a complete loss of utilities or drainage to your new home, our customer hotline is available 24 hours a day, seven days a week.
5. Dedicated customer care appointments
Appointments with our customer care team are available between 7.30am and 7.00pm on weekdays and between 8.00am and 4.00pm on Saturdays.
6. Customer construction clinic
Whilst our sales offices remain on the development, many host an informal clinic every Monday between 5.00pm and 6.00pm where the development team will be available to answer any questions you may have.
7. 10-year new homes warranty and 2-year Charles Church warranty
Your Charles Church home comes with a 10-year new homes warranty, full details of which can be found on the warranty provider’s website.
Your home also has a 2-year Charles Church warranty, during which we enforce any warranties provided by the manufacturers for fixtures and fittings in your home.
Our customer care team is available to help you with any questions about your warranties.
8. Health and safety during occupation
While construction continues on your development, we’ll endeavour to be as considerate as possible. Please refer to your home Masterfile about our health and safety rules that will keep you and your family safe on what can be a busy construction site.
9. Future moves
When you decide it is time to move on, you can use your £500 voucher towards buying a new Charles Church home.
Throughout the whole process
We adopt the industry standards of good practice, procedures and information in accordance with the New Homes Quality Code.
And finally...
We want your experience of buying a Charles Church home to be a good one.
Should you have any comments - good or bad - about any aspect of our service, please do not hesitate to contact us through your regional Charles Church office.