Trusted Agent profile · Newmarket
★★★★★
818 reviews across 2 platforms
\t, Burwell Road, Exning, Newmarket, CB8 7EY
Charles Church Suffolk's office in Newmarket, at \t, is rated 4.2 out of 5 across 818 reviews on two platforms, including 16 Google reviews rated 2.9.
Every review we hold for the Newmarket office, from every platform, shown as written. First names only.
5/5
TrustpilotWe moved into our home in August 2023
We moved into our home in August 2023, since then we have found Joe and his team very helpful and willing to assist with anything we have needed in our new home
Hi,Thank you for your lovely review. We have shared this with the team at Charles Church Anglia who are delighted to hear about the exemplary service delivered by Joe. We wish you many happy years in your new home.Kind regards, Annie
5/5
TrustpilotNew home snagging
Helen has been very helpful with all the work needed to be done on our new property. For those jobs that have taken longer to organise she has kept in touch to update us.
Hello Sue,Thank you for sharing your experience with us, it is always so lovely to hear from happy customers and receive such wonderful feedback for our dedicated team members. We shall certainly pass this over to Helen, she'll be delighted.Best wishes,Emmy
5/5
TrustpilotBrilliant aftercare following the…
Brilliant aftercare following the purchase of our home. All do a great job but particularly Mark, can’t recommend him enough! Very helpful and approachable, always friendly.
Dear Jamie,We are really pleased to hear your comments, however, we have been unable to identify you on our system. Please could you provide Trustpilot with further details including your plot number and development. Once received we shall be able to pass this on to the correct Mark who we're sure will be delighted.Holly
5/5
TrustpilotSimon Webb was so good who finished our…
Simon Webb was so good who finished our work. Our house have sone issues with water leaking. He did the job perfectly. Even finished his work, he even ask me is there any issues? Well done, Simon!!!!
Thank you for your very honest review. We are really pleased you have been so well looked after by Simon, he will be delighted when we share this with him.Lucy
5/5
TrustpilotMyself & my partner baught from Charles…
Myself & my partner baught from Charles church & couldn’t be any happier than we are with the experience we’ve had from the site manager Joe Wahba from moving in a year ago now.He has be exceptional helpful & brilliant to get stuff done & on time.Every time we see Joe he’s always polite & asks how we are doing & how are things with the house etcI would & will recommended anyone to Joe (site manager Charles church)
Hi Connor,Thank you so much for your comments, Joe takes great pride in delivering exceptional service and ensures that our customers are happy. . Your feedback is testament to this. We shall pass on your comments and he will be thrilled to see this.Kind wishes,Lucy
5/5
TrustpilotGreat and friendly customer service
Great and friendly customer service. Lovely little touches like the welcome box and also the bag with all the instructions for the appliances.
It's great to know that you appreciated our customer service and the thoughtful touches we provide. Thanks for your feedback.
5/5
TrustpilotBrilliant company to deal with
Melissa our sales girl has been amazing. Really helpful.
Thank you for your lovely review. We're so pleased to hear that Melissa was able to help and make the process a positive one for you. We'll make sure she receives your kind feedback. We really appreciate your support and hope you enjoy your new home. Lucy
5/5
TrustpilotA great house and a good support team.. Mark and Samantha are very good…
Mark and Samantha are very good listeners.I am not quite sure why communication with the head office, comes back to them.About the Snags. When we send them in, it could help, of there was a file created and that file was ticked off once the snag has been fixed. When we send in addition snags they should be added to the list. That list once updated with the fixes should be shared with us, so we can go and have a look, and if necessary comment on the fix.Any important snag, e.g. the security garden gate, we should have the progress on it, if, as it is, going to take a look g time to fix it, then a temporary solution should be put in place. E.G. a coded lock on the inside and one on the outside, so it is secure and we can open it from the inside and close it, independently from inside and outside just like the front door.I really appreciate that the replacement door into the kitchen, from the hall is being looked at, as this is also a safety issue. We appreciate and have accepted all appliances as they are as we didn't come in at the early stage, we didn't have any say in the type of appliances, Mark and Samantha have stressed that no changes are possible right from the beginning. We are asking for some flexibility with regard to the replacement of washing machine with washer drier. Because I love the house you built, I bought it, with all appliances of somebody else's choice. Thank you for caring and listening.Tarlochan
Dear Tarlochan, Thank you so much for your taking time to leave this valuable feedback which we have shared with the regional team for their ongoing learnings. Best wishes, Ada
5/5
TrustpilotMascalls Grange
I especially wanna say thank you to Hannah who is from site office. She is very helpful, patient and always with good attitude. Another staff I would like to say thank you to is Tom. Both of them made me have confidence in Charles Church. I’ll do another review again after I collect the keys. Wish me luck ;)
Hi Mrs Malek,Thank you for taking time to leave your review. We’re really happy to hear that you have been so well looked after by Hannah, Tom and the team. I will pass your feedback on, they will be thrilled. Good luck, We wish you many happy years in your new home once you move in.Best wishes,Mia
5/5
TrustpilotMany thanks to Sophie for her good…
Many thanks to Sophie for her good advice and guidance at Princes Park in helping us in purchasing plot 24.Pat and Rob Everson
Hi Robert,Thank you for taking the time to leave such a wonderful review for Sophie, she'll be delighted when we share this with her. Please do keep in touch as you progress on your new home journey.Best wishes,Mia
2/5
TrustpilotParklands Hessle
Bought a house at the parklands in Hessle, have been here since just before Christmas and the build quality of everything has been shocking. We should have known something was up when we went through about 7 sales representatives through the reservation and exchange process. Apparently they have gone through just as many site managers but we didn't know that at the time. Six months on and after probably more than 30 visits in total, we still have around 100 snags left. Nothing has been done well, there are examples of poor workmanship in everything that has been done in the house. Literally every aspect has had issues, from loft insulation to floorboards, windows, skirting boards, LVT flooring, kitchen units and tops, all installed to a poor standard with poor look/finish. It is obvious there were major failings with oversight and management of the work being done by contractors and it should never have been given to us in the state it was.It has taken them since December to put grass down as our garden was a swamp, they have refused to put any drainage in so I'm expecting the grass to die come winter. They will probably put more grass down next year then wash their hands of it once they get past the two year mark. They have taken this long to install a canopy over the entrance, only to now say it has been put on wrong and will need tearing down again. Even the brickwork on this newbuild looks sloppy and messy. I knew going in to this that Persimmon (don't be fooled by the charles church brand) had a poor reputation but we loved the area. I was tempted to put 1 star but have put 2 as Helena who has been the sales rep since we moved in has been lovely and Lorna the customer care person has been competent. It's just a shame the workmen that are sent are not more competent, sometimes things are worse off after they try and remedy an existing issue.
Dear Richard, Thank you so much for taking the time to leave us a review, it really means a lot to us. We're pleased to hear of the service you've received. Wishing you many happy and healthy years in your new home.Best wishes, Ada
5/5
TrustpilotHome Buying As It Should Be ! Cannot Recommend Enough.
I Honestly cannot recommend Charles Church enough. Wow ! This really is house buying as it should be. A no pressure experience & taking the time to listen. Making my decision to Purchasing a plot in Whitworth Dale with the assistance & having the absolute pleasure of meeting James & Josh. James for bringing my dream together & it becoming an absolute pleasure to meet Josh who was becoming the new site sales advisor for the development. I Obviously have to give thanks to the whole team & management for really making my dream a possibility.Honestly though Josh Scott really has been amazing, the time he kindly spent going through the Select Options making a dream become a reality. And the patience without any pressure & above all even stepping out of the sales office & walking up to the plot to make sense of the drawings above & beyond.It was amazing seeing other owners on the development pop in to see James & his attitude to help & make a point of listening to their requirements really did just tick all the boxes while I was deciding on the Select options. It really was refreshing to hear that James even interacts with the site manager regularly.You honestly get the feeling that this really will be a flagship Charles Church Development when it’s fully completed.
Hi Wayne,Thank you so much for leaving us a positive review on Trustpilot! We are delighted to hear that you had a fantastic experience with James, Josh and our team at Whitworth Dale. It's truly rewarding to know that our hard work and dedication have made a positive impact on your satisfaction. We wish you many years of happiness in your new home.Best wishes,Mia
1/5
TrustpilotWindows falling apart - have had to move my sons room
Forced to write again based on poor customer care. I have lived in my property for 3.5 years and there are still 30 or so defects remaining from 350 odd raised between the 1 week and 1 month defects lists.I have pretty much washed my hands with Persimmon in respect to the remaining snags with the exception of one, this being the shoddy windows with incorrect beads which have been installed across half the house. We had to move our baby from his original nursery to a different room due to the cold bridge and noise leakage from the window brought from beading which doesn’t fit. This is a common problem across half the windows in the house. This along with sanded down window sashes and windows installed out of plumb leads to an unsightly finish throughout, not what you expect for a half a million pound house. There have been 6 separate Contractor visits to the property over the last few years to review the problem, none of which have seen a proposed solution offered. I have even sent 3 quotes to Persimmon from local window fitters and this was ignored. Months pass without an update, Hannah Davies and her Customer Care (South Wales) Team, despite offers to visit the property so they can better understand the issue do not accept and continue to fall short in their after sales customer care.
Dear Stephen,We are sorry to hear of your comments, we understand that the team have contacted you and will remain in communication directly.Kind wishes,Lucy
5/5
TrustpilotAmazing sales team
The sales team went out of their way to help us reserve and complete our house purchase. The team is very efficient and very quick at trouble shooting. We completed everything in less than two weeks.
Dear Nadia, Thank you for your wonderful review. We’re delighted to hear that our sales team was able to support you throughout your home purchase. Completing everything within two weeks is an achievement we’re proud of, and we appreciate you recognising our efficiency and problem‑solving. Kind regards, Emmy
5/5
TrustpilotI had a nice experiencw with charles…
I had a nice experience with charles church, the staffs were so accomodating and amazing
Good afternoon, thank you so much for your kind feedback. We’re delighted to hear that you had a positive experience with Charles Church. Our team takes great pride in being accommodating and supportive, so it’s wonderful to know this came across during your visit. We truly appreciate you taking the time to share your experience. Rose
5/5
TrustpilotExcellent sales advisor Lichfield
Me and my partner were the first couple to buy a home at the Charles church site at Lichfield.
We are delighted to hear that your experience at our Charles Church development in Lichfield has been so positive, particularly as one of the first purchasers on the site. Your kind comments regarding Clair are greatly appreciated. Her knowledge, professionalism, and supportive approach are qualities we value highly, and it is rewarding to know that she has made such a positive impression during such an important decision. Clair is indeed a strong ambassador for the Charles Church brand, and your feedback will be shared with her and the wider team. Lucy
5/5
Trustpilot5 stars
My partner and I purchased a property with Charles Church last year and cannot fault the service we received. Brianna, the sales rep, kept us up to date with the progress of our new build and was super accommodating for whenever we wanted to have a look around, she was attentive and nothing was too much hassle. Once we were in our new home, Joe, the site manager, made sure we were happy by visiting us on occasions and nothing was too much trouble if we had any questions.We would happily recommend Charles church and would be happy to purchase with them again. Overall, our experience has been smooth sailing, we couldn't be happier with our new home.
Hello Stacey,Thank you for taking the time to leave us a positive review on Trustpilot and your recommendation! We are thrilled to hear that you had a great experience with Brianna and Joe. We strive to provide excellent service, and it's always rewarding to know that we have met your expectations. Your feedback is greatly appreciated, and we wish you many happy years in your new home.Best wishes,Emmy
5/5
TrustpilotChris was a great help
We had a couple of issues in our bathrooms including a leak and some tiles / sealant requiring fixing. Chris sorted everything out. He was very professional, timely and friendly. He explained what needed to be done and worked at a very high standard.
Dear Karim, We're happy to hear that the bathroom issues were resolved professionally and promptly. We appreciate you acknowledging the high standard of work and the clear explanations provided by Chris. Thank you for your positive feedback! Kind regards, Emmy
5/5
TrustpilotVery professional and efficient
All of the individuals at the Mascalls Grange branch have been very helpful and went above and beyond to keep me informed of my best options.When I found out that the bank wouldn’t lend me the maximum amount because the property I was going for was a new build, the salespersons at Mascalls Grange did the best they could to find the best alternative for me. The contract’s manager was also very proactive and regularly sent pictures of all the major milestones of the development.I’m hard to impress but everyone has impressed me
Good afternoon, thank you for taking the time to leave us a positive review on Trustpilot! We are thrilled to hear that you had a great experience with the team at Mascalls Grange. We strive to provide excellent service, so it's always rewarding to know that we have met your expectations. Your feedback is greatly appreciated, and we shall ensure the team get to see your kind words.Best wishes,Rose
5/5
TrustpilotThe company with the love of the masses.
The company have good and quality properties especially new buildings with marvelous incentives that greatly helps both first buyers and others.Also, the company's advisors are amazing people like Nick,Andrea. They do give updates,guides and numerous advises. I don't really have enough words to describe both the company and the mentioned two staff members because the services was beyonds my imaginations.I sincerely recommend this company to buyers most especially first time buyers like us.
Dear Kolapo, Thank you for sharing the start of your new home experience as a first time buyer with Charles Church. We are really pleased to hear you have been so well looked after by Nick, Andrea and the team at Haywood Village, and we would love to hear from you again once you’re all settled in.Kind regards, Ada
5/5
TrustpilotHelena is a superstar of immense qualities
Our sales rep was amazing from start to finish. Nothing was too much trouble. We didn’t know what to expect as we hadn’t moved home for 34 years. We can’t believe how smoothly everything went. We have been advised to collate a snagging list of imperfections for the builder to rectify, but we are really struggling as the build quality is astonishing.I would highly recommended a Charles Church home to anyone who was looking for a top quality home, in great locations.Top marks from us,
Good afternoon, thank you for taking the time to leave us a positive review on Trustpilot! We are thrilled to hear that you had a great experience with Natalie and our team at Parklands. We strive to provide excellent service and it's always rewarding to know that we have met your expectations. Your feedback is greatly appreciated and we wish you many happy years in your new home.Best wishes,Rose
5/5
TrustpilotJust had Bruce in from customer care…
Just had Bruce in from customer care OPs, amazing service, great guy sorted all the snags on the list with no mess or issues. Perfect service
Thank you for your wonderful review. We would love to be able to pass this on to Bruce so please do respond to an email sent to you from Trustpilot requesting further information and include your development name and plot number. Zoe
4/5
TrustpilotMade easy
Everything was made easy even though we are well retired and not very up with technology the teams were helpful and respectful. We moved in on the 21st of December and then everything closed down from the 23rd to the 3rd January which wasn't good.on the whole I would recommend them.
Hi Jean, Thank you for leaving your review, we really do appreciate it. We are very pleased that you love your new home, but sorry to hear that not all of your home buying journey was positive. We shall pass on your feedback to the relevant team for their awareness.Best wishes, Lily
3/5
TrustpilotDoor Canopy
Although Customer Care have provided me with good service regarding my ongoing issues with our new build home (Woodberry Heights Development, Penrith) with courteous staff and operatives, I have been left bitterly disappointed with my request for a door canopy over my front door being turned down. The reason stated being that it would not be in character with the site and that there was a council planning restriction? (What, for a door canopy?). Even the illustration for our house type (The Harley)has a door canopy and our next door neighbours house has a door canopy, admittedly a different house type to ours. Around the development also a lot of houses have door canopies. I would have given a better rating on this review if it was not for what I would call a strange stance in relation to my request for a door canopy.
Where the same review appears twice we show it once. We leave out reviews that name another agent or another of the brand's offices.
