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.