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 take care of you, not just when you’re buying but also after you have moved in to 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 pledge 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.

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 advisors will respond quickly and efficiently to any queries you may have.

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 also after you have moved into your new home.

Quality assured

Your home will be built in accordance with all relevant technical and building regulations. In addition, all stages of the construction of your home will be inspected by our experienced construction staff. On completion of your move we will provide you with a quality assured certificate for you to keep.

Specification

We are a national house builder, 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 in your home, encompassing the latest designs from the leading manufacturers, the choice will depend upon the stage of build of your chosen home at the time of reservation.

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.

Estimated build completion

We will provide you with an estimated build completion date upon reservation. We will 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 and 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.

Our commitment after you move...

Courtesy call

A few days after legally completing your purchase 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 normal office opening hours you may use our dedicated customer care helpline. Our teams are fully trained to offer you an efficient, fair and prompt service.

Dedicated customer care appointments

Should you need assistance from our customer care team, we have dedicated time put aside so you can book an appointment at a time to suit you. These appointments are available between 7.30am and 7.00pm on weekdays and between 8.00am and 4.00pm on Saturdays.

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 one month of receiving this.

Customer construction clinic

Whilst our sales office is open on the development, we hold an informal clinic in our sales office every Monday evening (except bank holidays), dedicated to offer you extra help and assistance both during and after the purchase of your new home. The clinic is available from 5pm to 6pm and members of the development team will be available to discuss any questions you may have.

10-year new homes warranty and 2-year warranty

10-year warranty cover is provided with every Charles Church home. A comprehensive guide explaining the warranty will be supplied to you. We provide an initial two-year warranty with your new home and enforce any warranties provided by the manufactures of appliances are honoured 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, you can use your £500 voucher towards the purchase of any new Charles Church home in the country, as a thank you for your loyalty.

And finally...

We value your comments and feedback. Should you have any comments on any aspect of our service, please do not hesitate to get in touch via www.charleschurch.com/contact

We adopt the industry standards of good practice, procedures and information in accordance with consumer code for home builders.