Charles Church Reviews 

We’re in the purchase process and so far the Charles Church experience has been amazing

Everything that was offered or promised was not delivered, part exchange amount, access to the property after exchange, deposit contribution. You name it, they moved or even removed it. In the end we cancelled the purchase of the plot.

Gina is fantastic and help me to choose my new build
She is 5 star and nothing is too much trouble

This is an amazing company to purchase your new home from. Moved to grove and Ji the site manager has been nothing but supportive and helpful through the whole process. Great guy! He goes above and beyond expectations.

The standard of property and the outstanding support from the sales manager Caitlin. We have a part exchange and the process was straightforward and well executed.

We purchased our home in Oakhurst Village nearly two years ago. While Customer Care Team was responsive during our first year, it’s been a nightmare in the second year. The service over the past four months has been deeply disappointing.

Despite submitting a list of clear warranty issues, such as a leak, door lock problems, wall cracks, and lifting floor tiles, none of the issues has been fixed and our requests have been largely ignored.

We have sent numerous follow-up emails, only to be completely ghosted. With our two-year maintenance period expiring in less than a month, it feels as though repairs are being deliberately delayed until the warranty ends.

I strongly advise prospective buyers to consider this severe lack of long-term customer support before purchasing from this developer.

Great communication with sales rep, explains everything so we understand clearly.

It has been an amazing journey and great experience
With committed staff who is superb and standard processes which are streamlined and organised
Thanks

We first met with Julia a couple of months ago who showed us around the different homes they have available at Festival Park Norwich. We fell in love with the Chopwell. We have now sold and went back for another viewing before reserving our Plot. Kim has now taken over at the Charles Church office, which is great as we got on so well, when we met Kim down the road in the Persimmons office. Kim has been brilliant helping us to reserve our plot and go through all of the designs for the house. We are so excited for the next few months before we move in early next year.

Jenette has been brilliant and really helpful throughout the entire process.
She has made everything feel nice and smooth at all points and it’s been a pleasure purchasing a house with Charles Church.
She has kept us informed at various stages of the build and made sure we felt supported throughout the whole journey.
Thank you so much Jenette, for all your hard work, support and kindness. We truly appreciate everything you’ve done for us!
(Orchards South West)

The aftercare on the estate is horrendous. Charles church have moved onto the next phase of the estate left our estate looking a mess. Weeds growing through the curbs, landscaping covered in weed. Grass is being cut once a month if we’re lucky.

The property was not ready on the day we moved in and still has work to be completed, workmen still inside, cleaners could not do their work as doors still being removed and cut to size as we waited outside,
loads of obvious faults which are down to poor workmanship, none of the request we made were sorted, just repeatedly told that was the specification for example can we have an outside tap, answer no it's not on the spec,after paying almost half a million pound for the property a tap was too much to ask for
We met with the site manager today and I had over 4 pages of snags including lights not working radiators not working
Why was this not found before we moved in? The state of the finish ie paint, carpets and other flooring is shameful for what is supposed to be a high end Charles Church home
If you require more information please feel free to contact us

I had previously posted a negative review but later deleted it because the site manager, Dave, stepped in and genuinely took care of us. Unfortunately, the ongoing problems with customer service have left me feeling that I need to share our full experience.

The sales team were lovely. Although they seemed quite busy at times, our overall buying experience was overwhelmingly positive. Buster was wonderful to work with. He explained each option clearly, kept us updated, provided reasonable timelines and was never pushy throughout the sales process.

Our experience with after-sales was also positive when it was being managed directly by the site manager. Dave was one of the best people we dealt with. He made everything much easier, took our concerns seriously and went above and beyond to ensure that our problems were resolved, even after responsibility had supposedly been handed over to the after-sales customer service team. Buster and Dave are the two main reasons I am giving two stars rather than one.

However, the main issue is the customer service and after-sales support.

We were given a telephone number to report problems in our area, but it stopped working, leaving us unable to report issues with the property properly. When we were eventually able to raise concerns, it often felt as though every problem was immediately argued to be our fault. Each tradesperson appeared to deny responsibility, with the blame repeatedly being passed between the customer and different contractors.

For example, we experienced an electrical issue. The first electrician claimed that we had caused it, and the second also initially tried to place the blame on us. Fortunately, the fault occurred while the second electrician was present, proving that the issue was genuine.

We are now experiencing a plumbing issue and are facing the same pattern again. Rather than investigating the problem fairly, the initial response appears to be to deny responsibility and pass the issue back onto the homeowner.

We also had a problem with our dishwasher in late 2025, which was caused by poor plumbing work. It took more than three months to resolve, which was completely unacceptable. During that time, responsibility was repeatedly passed between different trades, with nobody willing to accept liability. The issue was only properly dealt with after Dave, the site manager, personally stepped in. This should have been handled by customer service, but they were unable to resolve it.

The situation has now become so frustrating and stressful that we are actively trying to sell our home. The constant difficulty of reporting problems, having legitimate concerns dismissed and repeatedly arguing over responsibility has caused us an extreme amount of stress and has turned homeownership into a major headache.

The sales experience was very good, and the site manager was excellent. However, the after-sales customer service has been extremely disappointing. Buying a new-build home should provide peace of mind, but instead we have repeatedly had to argue simply to get genuine problems acknowledged and repaired.

Based on our experience, I would strongly advise anyone considering purchasing a new home from Charles Church to think very carefully, particularly because of the poor after-sales support. The fact that we are now considering leaving the home altogether because of the stress caused by dealing with them says everything about our experience.

Since moving in, I have been really happy with the house. It was exactly what I wanted and it was prepared to a very high standard. The quality of the home is excellent, and when I arrived, I was very pleased with everything.

Throughout the process, our advisor and the team were genuinely helpful and attentive. They supported us, responded to our questions, and made the moving process as smooth as possible.

The only negative point was that the move-in did not happen exactly on the date that was originally given, and the delay made the waiting period a little difficult. However, once I moved into the house, the quality of the home, the fact that it had been completed exactly as I wanted, and the excellent support I received completely made up for that.

Overall, I am very happy with my experience and would give a 5-star rating.

Great service, Laura was exceptionally helpful in the process and took the time to let us view the property even though it was very hot. Many thanks.

Melissa our sales girl has been amazing. Really helpful.

Site manager Ji, has been incredibly supportive and got very few issues sorted quickly. Top bloke and someone you need to look after, been communicative always available and has gone over and above what I would have expected. A far better experience than our previous new build house. Jamie in the sales office was absolutely amazing from first meeting and helped us secure the property we wanted, off plan and we couldn’t be happier with it.

Ji and Jamie from Wellington gate have been amazing from start to finish. Ji has helped since before moving in with any questions we have. His expertise are professionalism are amazing.
Thanks both for all your hard work.
Jade & Mia

The little extra touches when i moved in that I hadn’t expected.
All site staff have been very helpful with everything.
Thanks to everyone!

Mark attended site today, and he was very pleasant and managed to fix the minor issue with our door in minutes. Not only this he went above to level up our dishwasher, take waste away left under the cupboards by the installation team, and add extra clips to the base boards. All in all an efficient and pleasant experience. Thank you