Our commitment

We understand buying a new home can be as daunting as it is exciting. It’s why we believe keeping you fully informed throughout the home-buying process is key to making the whole experience remarkably easy. That’s why we created The Charles Church Commitment.

It’s our way of making sure you receive exceptional customer service and relevant communications before, during and after you’ve moved in.

Ahead of the move.

Buying journey

From the moment you reserve your new Charles Church home, we commit to make the experience enjoyable and informative each step of the way. We will take care of you, not just when you’re buying but also after you have moved in. All our employees are trained and encouraged to provide a high level of customer service and to deliver our comprehensive pre-move and after-sales commitment.

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 important information.

Retention scheme

Charles Church was the first major housebuilder to introduce the Homebuyer Retention scheme. Participation in the scheme, which is subject to your lender and conveyancer’s approval, ensures 1.5% of the selling price is held by your solicitor when you complete your purchase. This amount is only released to us when all issues you have identified on your seven day inspection form are resolved.

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 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.

Your home Masterfile

Upon reservation you will receive a copy of your home Masterfile, a reference guide to assist you through the different stages of your purchase and after you have moved into your new home.

Quality assured

Your home will be built in accordance with relevant planning and building regulations and all stages of construction of your home will be inspected by us. On completion day we will provide you with a quality assured certificate for you to keep within your home Masterfile.

Specification

We are a national house builder, with a local approach to building homes. We will provide you with the local specification and will explain the choice of external materials such as 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 home at the time of reservation.

If you wish to further personalise your new home, an exciting range of options is available to buy from our Select Options range. Our experienced sales team is on hand to guide you through the choices available.

Estimated build completion

Upon reservation, we will provide you with an estimated build completion date. We will keep you informed of progress during construction 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 site 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 the move.

7-day inspection form

On the day of your legal completion you will be given a 7-day inspection form. Simply complete the form, listing any issues that you have found since moving in and submit it to us within seven working days of moving in. Upon receipt our team will be in touch to ensure that these issues are commenced within 15 working days in line with the Charles Church Commitment.

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.

Dedicated customer care helpline

During normal office opening hours you may use our dedicated customer care helpline.

Full emergency cover hotline

A customer hotline is available to call 24 hours a day, so in the unlikely event of an emergency such as a complete loss of electricity, gas, water or drainage to your new home, assistance is available.

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 moving in, once you have completed and provided us with your 7-day inspection form. Any problems should be reported on your one-month inspection form and we will endeavour to complete all agreed items within one month of receipt.

Customer construction clinic

While our marketing suite remains on the development, we hold an informal clinic every Monday dedicated to offering you extra help and assistance during and after the purchase of your new home. Our clinic is open from 5pm to 6pm in our marketing suite 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

Every Charles Church home comes with a 10-year new homes warranty. Comprehensive details can be found on the relevant warranty provider‘s website. Every new home also has a 2-year Charles Church warranty, we enforce any warranties provided by the manufacturers for fixtures and fittings in your home. Our customer care department is on hand to offer you assistance.

Health & safety during occupation

We will undertake to be as considerate as possible whilst construction continues on your development. Please refer to your home Masterfile in respect of some simple health and safety rules that will keep you and your family safe while construction continues.

Future moves

When you decide it is time to move on, you can use your £500 voucher towards buying a new Charles Church home.

And finally...

We value your feedback. Should you have any comments on any aspect of our service, please do not hesitate to contact us through your regional office www.charleschurch.com/contact

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