Trusted Agent profile · Newmarket
★★★★★
826 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 826 reviews on two platforms, including 16 Google reviews rated 2.9.
Tell us what you need and we'll put you in touch. Charles Church Suffolk hasn't joined The Trusted Agent yet, so we'll pass your enquiry to them or to up to three other top-rated agents near Newmarket.
Every review we hold for the Newmarket office, from every platform, shown as written. First names only.
5/5
TrustpilotGreat experience
Great experience so far.As the house was progressing I really wanted further additional to my house Mr Darren and the team were extremly helpful.Thank you so much !
Hi Nina,Thank you for sharing your experience. We'd love to pass on your comments to the team, as they'd be thrilled to hear. Please do respond to our request for further information.Kind wishes,Lucy
1/5
TrustpilotPoor service once they get your money after completion
1) Cannot fault the service until you move in, then they do not want to fix any issues and very unhelpful. Have been waiting for more than 2 years for garage roof to be repaired, sent many emails and videos, they sent numerous people round to sort and still not done. Left hand does not know what the right hand is doing. Spoke with them again today and they say they thought it was done 6 months ago! Now asking for more photos!2) Last year we had issue with one of the stair treads on the stair case, this was eventually replaced after chasing numerous times. However we were informed at the time of repair that the other stairs would also need replacing at some point. I have today contacted Charles church / Persimmon to report 2 additional stairs damaged but they are not interested as our 2 year warranty has expired ! So despite them knowing of a fault 12 months ago with the staircase and 1 stair replaced they are now washing their hands with it and saying it is now my own problem to sort!!3) Our toilet in main bathroom upstairs has a leak, the leak has gone through the floor and into the downstairs ceiling. Again they are not interested in helping / repairing as the 2 year warranty has expired...!A toilet in a new build house should not be leaking to that extent just after 2 years from new, but they seem to breathe a huge sigh of relief when they advise it is now my problem not theirs due to expiry of warranty.
Hello Chris,Thank you so much for taking the time to leave us your candid review. I'm sorry to hear of the difficulties you are experiencing. Where we are unable to locate you on our system, we have instructed Trustpilot to gain further information. Please do respond with your plot number, development and contact details, once received please be assured that your comments will be highlighted to the relevant management team.Best wishes,Emmy
5/5
TrustpilotEnjoyable buying experience with Devon
Enjoyable buying experience with Devon. Nothing too much trouble.
Good evening Wesley, we’re delighted that you took the time to share your experience with us. It’s fantastic that Devon’s proactive approach in suggesting alternative properties made such a positive difference and ultimately helped you secure your new home. We’ll be sure to pass on your lovely comments, congratulations on your purchase, and we wish you every happiness in your new home when the time comes to move in. Kind regards, Rose
5/5
TrustpilotOutstanding Customer Service
I want to commend the outstanding customer service provided by Charles Church, specifically Clem from the Princes Park site. Clem has truly gone above and beyond to make the moving process seamless and stress-free. From assisting with the removal of empty boxes to ensuring every detail was taken care of, his help has been invaluable. Amazing service, thank you!
Dear Jas, This is a fabulous review and such wonderful words for Clem who continues to go above and beyond so our customers feel valued and looked after every step of the way when buying a new home. We shall pass on your comments to the team who will be delighted to hear. Lucy
5/5
TrustpilotCharles Church, Mascalls Grange 2nd review
Continued excellent customer service experience at Charles Church, Mascalls Grange. Within the first week of moving in, all minor snags were promptly attended to. When I encountered an issue with the back door not locking, the customer care team swiftly dispatched a locksmith the same day, ensuring my property's security. Darren and the sales team on site have been incredibly helpful throughout, making my new build purchase experience seamless and stress-free. Highly recommend!
Hello Natalie,Thank you so much 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 Darren and the team, they'll be delighted. Best wishes,Emmy
5/5
TrustpilotHarlands Park
I am about to exchange on a house at Harlands Park.Since my first contact with Francesca in September I have found her to be very helpful, friendly & nothing is too much trouble for her.I met Steve on site & he was such a lovely friendly man. He showed me around the site & my new house. He explained every detail to me so no questions went unanswered.Then Darren came to introduce himself at the Site Office. He has gone above & beyond to be so helpful. He seems to be on call 24/7 as he’s always returns my messages promptly.However, he has been told maybe he can no longer have any communication with purchasers.I personally hope this doesn’t happen as I like hearing from him. He informs me & sends me photographs on the progress of my house. I think this is such a nice touch for a purchaser to have.So I would just like to thank you all for your help & for making my life less stressful!Ellie
Dear Ellie,Thank you for taking the time to leave your review, we really do appreciate it. It's great to hear that the team have been paramount in making your home buying journey a fabulous experience and we shall pass on your comments, they'll be delighted.Kind wishes,Lucy
5/5
TrustpilotA good experience all round
From the start I've had a good experience from the sales agent right through to the finished house. The build quality is excellent and the care and concern that everything is as it should be is appreciated. I wasn't going to buy a new build as you hear so many disaster stories but now I'm glad I did.
Dear Sue,At Charles Church providing exceptional service is at the core of what we do, and it's wonderful to receive such positive feedback. We really value your trust and confidence in us.Kind regards,Emmy
4/5
TrustpilotBen @ Regency Park
We have not long moved into our new Charles Church home here in Cardiff. We love our new home and the attention we are receiving from the site management who are looking after us with regards to minor snags or problems we have identified. I want to give a special mention to Ben at the sales office. From the moment we first met Ben on day one when we looked at the show home, through to completion, Ben has always been there to help us with any question or query we have had. Ben worked tirelessly to ensure the home purchase journey was as comfortable and smooth as possible and would always keep us updated at regular intervals on progress. It is apparent to us that Ben has a real passion for customer care; he is a credit to your business. It was a pleasure having Ben help us with our new home purchase and he continues to keep in touch ensuring any problem or query is quickly resolved.
5/5
TrustpilotMark @ Ellis Court is a super star
Mark @ Ellis Court is a super star, he is very very nice, always helps me with everything and give me a lots of brilliant advises, answer any questions that I don't know.Thank you very much for looking after me. You are the best!
Hi,Thank you for taking the time to leave your review, we really do appreciate it. It's great to hear that Mark has been paramount in making your home buying journey a fabulous experience and we shall pass on your comments as he'll be delighted.Kind wishes,Lucy
5/5
Trustpilot5 Stars so far for Harlands Park!
Wonderful service so far from all the staff at Charles Church, Harlands’ Park Development in Uckfield. From the moment we met Francesca in the Sales Office late August our journey to owning our new home began, and so far it’s been seamless!We’re looking at moving in end October beginning November. Steve the site manager has shown us around our house and gave us his phone number to contact him anytime. My wife has been in contact with Christine in the office who has been so helpful too. And we get weekly WhatsApp photos from Darren the SE Contracts manager keeping us updated with the changes going on. All around it’s been fabulous service from them all!
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, Amy
1/5
TrustpilotA week after completing on our purchase…
A week after completing on our purchase we are still unable to Move in!The road to the property hasn't been finished so it's not possible to get a vehicle anyway where near our house to deliver our possessions.We have over 100 snagging issues that need attention and even though we handed the keys back to the site manager the day we completed or purchase no one has set foot in our property a week on to fix anything.It's an absolute joke to pay over £300k for a house be forced to complete before the property is finished and still have to rent somewhere to live.Definitely not impressed with the Charles Church property experience.
Hello Trever,We are disappointed to learn of your experience. Falling short of meeting your expectations is not what we strive to achieve, and we would like the opportunity to make this right. We have requested for a member of our Customer Care team to contact you directly and discuss this in a little more detail.Best wishes,Emmy
4/5
TrustpilotEvery question answered with haste.
Very helpful and quick.
Thank you for your review. We are delighted to hear that you have had such a positive experience. Best wishes, Mia
5/5
TrustpilotVery friendly sales staff
Very friendly sales staff. Nothing was too much trouble. Everything was explained and any queries we had were swiftly answered by knowledgeable staff. The whole buying experience was extremely good. Well done Charles Church!
Dear Heather,Thank you for your amazing review and sharing your experience, we are so pleased that a lot of our key points which really matter to us have been recognised. We shall pass this feedback onto the team who will be thrilled to hear.Kind wishes,Holly
5/5
TrustpilotAndre has done a great job
Andre has done a great job. Highly recommend 😊
We're happy to hear that you the work carried out by Andre met your expectations. Thank you for your recommendation; we appreciate your feedback.
5/5
TrustpilotRegular updates and contact
Judith has been very supportive and informative, keeping us up to date on what’s going on.
Hi Mr Bartolomel, Thank you for sharing the start of your new home journey with Charles Church Homes. We are really pleased to hear you have been so well looked after by Judith at The Hamlet, and we would love to hear from you again once you’re all settled in.Best wishes,Mia
5/5
TrustpilotMascalls Grange
From the initial enquiry 4weeks ago,at Mascalls Grange, everyone has been so efficient. Sharon & Louise are always on hand & extremely helpful. Darren the contracts manager has been in touch with updates on our house & sends pictures too, which really helps the process when buying a new build. We are halfway through the process & hope the downsize from our family home of 17yrs carries on smoothly.
We’re thrilled to hear of the excellent service you received from the team at Mascalls Grange. They will be delighted when we share your kind words. Best wishes, Amy
5/5
TrustpilotPaul came round to test the insulation…
Paul came round to test the insulation and did a thorough and professional job. Would recommend.
Thank you for your review. We’re pleased to hear Paul carried out the insulation test so thoroughly and professionally. We really appreciate the recommendation. Zoe
5/5
TrustpilotThank you Marie and Sophie
Thank you to Marie and Sophie at Charles Church, Harland Gardens for their patience and expert advice when I was selecting my flooring and kitchen choices for my new build. Very professional team.
Hi Shirley,Thank you for sharing the start of your experience with Charles Church Homes. We are so pleased to hear you have been well looked after by Marie & Sophie. Do keep in touch and let us know once you are in your new home.Best wishes, Mia
1/5
TrustpilotRegency Park, Cardiff
Extremely poor build quality, no checks carried out, faulty drainage, drains continually blocking, rubbish left under baths, showers etc. Two pence pieces drilled and used as washers, slab under the house crumbling at edges, shower never drains properly, been told I have to cut the ceiling out downstairs to access waste trap, patio slabs laid level so water sits on them, door sill angled so water runs back into house, front garden of house dug up three times to try and identify sewer issue (neighbours had a wall they paid for built in top of paving slabs, flooded patio, toilet they could never use due to waste pipe faults, etc!) other houses in street also affected. Site Managers more like used car salesmen, will tell you anything to stop you complaining then ignore you. Customer service promise to call you back then don't. AVOID BUYING ANY PROPERY WITH CHARLES CHURCH /PERSIMMON. YOU HAVE BEEN WARNED.
Hello Neil,Thank you for sharing your feedback, we value all our reviews, and I am very sorry to hear of your experience. We have transferred your comments onto our management team and requested someone contact you directly to discuss your concerns further.Best wishes,Emmy
4/5
TrustpilotCharles Church- Regency Park & Ben Sales Advisor
We are very happy with our new build house. It's a lovely house in a lovely development. It has been a long journey due to a couple of sales falling through with our flat. We then decided to take the part ex option which was a seamless process and gave us much peace of mind, and we are very grateful for this. Charles Church have been very professional throughout the process. My negative remark and what stops me from giving 5 stars is that a lot of our snags seem like little things which I think should have been picked up somewhere in the process prior to completion. But having said that, the site managers have been very good and proactive in dealing and fixing these issues.Ben our Sales Advisor was also very professional and helped us out when we found ourselves in tricky situation on completion day! - thanks Ben.
4/5
TrustpilotRegency Park
We recently purchased our property through CC, and there were issues due to covid but the service received in Regency Park has been outstanding. The sales team have been responsive and are the reason we bought a new build. When we came to see a property for the first time and met Ben, I remember saying ‘I just want to buy a house there because I like Ben!’. The house is stunning, and it does have its snags (like all new builds) but we couldn’t be happier.
5/5
TrustpilotGreat service in challenging times for businesses!!!
Ben our Sales Advisor was excellent throughout and helped navigate lots of challenges that face the building industry. It cannot be easy with such significant affects on supply chains and uncertainty of people welfare to coordinate the completion of a new home and all of its internal components. Nonetheless we couldn’t be happier with the levels of dedication provided by the Charles Church team. It’s natural that we have had items/issues to be resolved, but full credit to them for being wholly supportive to achieve perfection and nothing has been too much trouble… that is all a home buyer can ask, that any issues are resolved professionally and swiftly.Thanks for a great experience and we love our home!!!!
5/5
TrustpilotInformative, kind, empathetic and an asset to Charles church
My elderly parents have reserved a property on the Harlands Park estate in Uckfield and we have been dealing with Francesca. She has been so patient and kind at a difficult time for my parents. She has been very informative and gave the relevant information that we needed in a kind and sympathetic way. Her following up with emails etc has been prompt and it’s been a pleasure dealing with her.
Hello Debbie,What a fabulous review and such wonderful words. Francesca is a such a dedicated member of our team who goes above and beyond so our customers feel valued and looked after every step of the way when buying a new home. We will be delighted to pass lovely feedback on to her, she'll be thrilled.Best wishes,Emmy
5/5
TrustpilotKevin from the Customer Care … Amazing
Kevin from the Customer Care / Painting / Plastering team was amazing. Such professional friendly service and a master at what he does.
Thank you, we would really like to pass on your comments to the correct team but where we have been unable to locate you on our system we have requested Trustpilot to gain a bit more information. Please could you respond with your development then we will ensure this is passed to the correct Kevin. Thanks Holly
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.
Tell us what you need and we'll put you in touch. Charles Church Suffolk hasn't joined The Trusted Agent yet, so we'll pass your enquiry to them or to up to three other top-rated agents near Newmarket.
