Our Customers

Building homes that our customers love and happily live in for many years is at the very heart of our entire business.

Customer Care is fully embedded into our business strategy, with growing HBF customer satisfaction ratings reflecting the hard work and effort that our colleagues put in every day. Our work continues to ensure every customer has an excellent experience of engaging with our business.

We've introduced:

  • Increased communication with every customer as part of a new two-year journey
  • A mortgage retention scheme for customers – an industry first for a major housebuilder
  • The Charles Church Way – an integral part of our customer care strategy which clearly defines an end-to-end build policy for all regional businesses
  • Independent Quality Inspectors for every business

Charles Church Commitment

Right from the outset, we pledge to support our customers fully and work in partnership with them to make their dreams of home ownership a wonderful reality. You can read more about our Charles Church Commitment HERE

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.

Helpful videos for new home owners

Buying a new home is an exciting time, but you'll also have lots of questions. We've put together a handy selection of 'how-to' videos to help you get to know your new home.

New Homes Quality Code

We’re committed to the New Homes Quality Code, which sets best practice for house builders. The Code covers:

  • Marketing of new homes
  • Selling of new homes
  • Customer service after you’ve moved into your new home
  • Easy access to the New Homes Ombudsman Service (see below).

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

The Consumer Code

If you bought your home prior to 5th March 2024, you will be covered by the Consumer Code for Home Builders.

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.