Our customers
We know what makes a house a home. It’s not just four walls – it’s a feeling of comfort, connection and belonging.
At Charles Church we strive to create that feeling throughout our entire customer journey, so that when you do get the keys to your new space, you’ll know we’re still here whenever you need us.
How do we make that happen? Customer Care is deeply embedded in our ethos, meaning you’ll have regular contact with our experienced team throughout the buying and settling-in process. It’s a key element of the Charles Church Commitment.
Our 5-star HBF rating reflects the high level of satisfaction our customers experience, as do the many positive testimonials we receive. Take a look at some of the reviews our customers have shared with us.
Customer reviews of Charles Church
"It's absolutely perfect for us"
When Jeevan and his partner started searching for a home for themselves and their puppy, they were unsure about purchasing at all, let alone buying a new build property. Their minds were changed, however, by a wonderful experience with our team at Charles Church Kenilworth Gate.
Find out how their new home and surroundings provide the perfect backdrop for the lifestyle they were looking for.
Smooth and stress-free
Sam and Beth chose a new home at Mulberry Place in Tewkesbury after being attracted by the modern layouts, high-quality finishes and the option to Part Exchange.
The standout choice
When buyer Ev decided it was time for a change of scenery, our Chancery Park development in Exning was the standout choice thanks to a superb location and range of beautiful house styles.
The Charles Church Commitment
We believe in keeping our customers informed, supported and listened to throughout the property-buying process. From the moment you step onto a Charles Church development to months after you've moved into your home, our thorough process ensures you receive excellent customer service and a high-quality home that will be your sanctuary for years to come.
How to care for your new home
If you've recently moved into a Charles Church property, congratulations! To help you get acquainted with your new space, we've compiled a set of useful 'how-to' videos to support you with any questions you might have about caring for your home. For any other queries, our experienced Customer Care teams are available to support you as much as possible.
Customer Service at Charles Church
Our Complaints Procedure
We’re committed to delivering the highest standards of customer service across all stages of the home-buying process. However, we understand that customers may need to get in touch if there’s a problem. Find out more about our Complaints Procedure here.
New Homes Quality Code
|
We’re committed to the New Homes Quality Code, which sets best practice for house builders. The Code covers:
The Code doesn’t affect your legal rights as a Buyer. For example, claims may still be pursued through the Civil Courts. |
 |
The New Homes Ombudsman Service
The New Homes Ombudsman Service provides an Independent Dispute Resolution Scheme for properties covered by the New Homes Quality Code - your Sales Advisor will let you know if your reservation is covered by the Code. It is a free and independent service that investigates unresolved issues that arise within two years from reservation or legal completion. Before reporting an issue to the Ombudsman, you must follow the Persimmon Homes complaints procedure.
For more information about the New Homes Ombudsman Service and guidance on their online complaints portal please visit their website: www.nhos.org.uk.