Charles Church Paddock Wood reviews

★★★★★ 1/5

Trustpilot

don’t expect the complaints process to be as straightforward

Been in our Charles Church home for around 18 months and up until now, Customer Care have generally been really good at sorting any issues we’ve had. Unfortunately, when a small issue turned into a complaint, things went downhill. You’d expect that when something gets to the complaints team, it would be properly looked into and dealt with, but that hasn’t been the case. The complaint has been going on for well over the expected timescale. I’ve chased it multiple times, asked for an outcome and asked for it to be escalated more than once, but still no proper outcome. The issue hasn’t been fully sorted, I’ve had mixed messages along the way and now my emails aren’t even being answered. It’s a real shame because our experience had generally been good, but when you actually need them to step up and deal with a problem, the service has been really disappointing. My next step is the New Homes Ombudsman. Just wanted to share my experience and warn potential buyers that, when things go wrong, don’t expect the complaints process to be as straightforward as you’d hope.

GE · 17 September 2026

★★★★★ 5/5

Trustpilot

Fantastic experience!

Our experience with Charles Church was fantastic! The customer service by Paula and Jamie was brilliant and they are both so friendly and helpful. They were very accommodating and never put any pressure on us. I would highly recommend their service, especially to those like us who were first time buyers.

Mr · 25 April 2026

★★★★★ 5/5

Trustpilot

FANTASTIC EXPERIENCE BUYING OUR FIRST…

FANTASTIC EXPERIENCE BUYING OUR FIRST EVER HOME! We bought a home and moved in, in 7 weeks! Sharon & Joe, we cannot thank you enough for everything you have done! Sharon you have been absolutely incredible, you made our little family extremely happy, the buying process with you holding our hands and supporting us was incredible! Joe, you have been amazing from the day we moved in and any tiny little issues you have been there right away! We cannot thank you enough! Would definitely recommend Charles Church they have been so helpful, friendly and reassuring!

Lacy · 3 September 2026

★★★★★ 5/5

Trustpilot

Interior house painting by Rob Thompson

Had your maintenance operative, Rob Thompson, come to my Persimmon house today to correct some paintwork which was below standard. Rob was personable, professional , versatile, skilled, worked cleanly and tidily, left no mess and both explained fully and then showed me what he had done. Rob is a great asset to Persimmon and I appreciate the high standard of work he completed for me today. Please ensure he sees this review. Thank you Rob.

B · 22 September 2025

★★★★★ 5/5

Trustpilot

Great experience

We have had a great experience so far with the team at the St. Michael’s Way site in Ryhope. The entire site team is responsive and professional. Special thanks to Chris Alexander for his fantastic oversight and for making sure all our queries are handled as soon as possible.

Jesbin · 22 April 2026

★★★★★ 4/5

Trustpilot

New build ready in a timely way with…

New build ready in a timely way with reasonable flexibility being in a chain. Too many changes leading up to final completion, first kitchen unit choice, followed by sanatory wear, then kitchen layout and finally choice of tiles but suitable alternatives. Good and helpful post moving customer service but let down by third party suppliers. Site Manager helpful and proactive. Standard of workmanship average to good but more or less as expected. No flexibility re build or layout.

Nicola · 1 September 2026

★★★★★ 1/5

Trustpilot

Disappointing After-Care

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.

Kate · 14 August 2026

★★★★★ 5/5

Trustpilot

Excellent new home 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.

Mrs · 4 August 2026

★★★★★ 5/5

Trustpilot

The Lodge Burbage

Diane at the lodge in Burbage has been amazing. Any questions we have she does not hesitate to help us. Diane has gone above and beyond for us. She is such a lovely lady and we cant wait to complete our house with her support.

Abbie · 2 May 2026

★★★★★ 5/5

Trustpilot

Cricketers Green

We’ve been really impressed with Stu the site manager and the way he has approached his role. His attitude feels genuinely caring, and it’s clear he takes pride- not just in the development itself but in the people who live on the estate. Stu is approachable, attentive, and always willing to listen, which makes a real difference as a resident.

Holly · 19 December 2025

★★★★★ 5/5

Trustpilot

Site manager Ji, Jamie in Sales, legends the pair of them. Couldn’t recommend any more.

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.

Dominic · 31 July 2026

★★★★★ 5/5

Trustpilot

Happy Days

Moved in a week ago. We love the house. The team at Charles Church @ Cricketers Green Forton could not have been more helpful, approachable and supportive in helping us settle into our new home - and what a beautiful home it is. Can't recommend them highly enough. Thank you to Lauren, Mia, Stu and Rickie.

Richard · 22 December 2025

★★★★★ 5/5

Trustpilot

Great service

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.

Mr · 2 August 2026

★★★★★ 5/5

Trustpilot

Gina is fantastic and help me to choose…

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

Ms · 22 August 2026

★★★★★ 3/5

Trustpilot

We are really disappointed

We are really disappointed with the treatment since moving in. We got rushed in to an incomplete home, promised that things will be sorted and resolved after we have moved in. We are still experiencing problems and a list of problems which we have been left with. Customer care and after care has been shocking. The quality of the build isn’t bad but be careful when looking around a home before buying as the after care is shocking! I would not recommend to anyone potentially wanting to buy. The list of problems has been mind blowing and the care we have received has been rude and not helpful. Also they come to fix a problem and leave it worse than before! Awful, absolutely shocking..

Rebecca · 1 June 2026

★★★★★ 5/5

Trustpilot

The experience start to finish has been great

The experience start to finish has been made really strait forward and easy to deal with. At the start we had a good tour and learnt a lot of great tips about our new property. Once we exchanged we had an amazing walk through. At this point we met Tom, really nice man polite and understanding. He answered any questions we had and gave us time to find a couple snags. even stayed late for us. Two days later we got the keys where we met a sales gentleman (I’ve forgotten his name sorry but he was great) and Erin. They walk us through again and Erin showed that almost all the snags from 2 days ago had been sorted ( not that they were anything bad just little bits). 3 days after we moved in Tom came back for a visit to see how we where settling in and if he could help in anyway. This was really helpful as first time buyers it had been overwhelming. Tom gave us Erin’s number and said any issues please don’t hesitate to contact him. Erin from that point right up to now has been great. Any issue no matter how small he has sorted as quick as possible and with great communication. All in everyone we have spoken to or dealt with has been polite and understanding.

Vinnie · 28 May 2026

★★★★★ 5/5

Trustpilot

Massive thank you to Kayleigh and Ellie…

Massive thank you to Kayleigh and Ellie for their support throughout the whole process of selling our house to buying our new home. Amazing communication, always there to answer any queries we had and were always very reassuring. Cannot thank Charles Church, but mainly Kayleigh and Ellie, enough.

R · 21 December 2025

★★★★★ 5/5

Trustpilot

Jenette is fantastic

Jenette is fantastic. Really helpful and so friendly.

Beth · 11 October 2026

★★★★★ 5/5

Trustpilot

Thanks to Evans and the whole charleschurch team

The site team were very helpful we had couple of minor issues, they were swift to response. Thanks to Evans for facilitating the response and always checking in to make sure everything is fine. Thanks to Clem for his extra kind gestures;he helped with the paintings of some marks on the wall.We had great experience from making enquiry to moving in and settling down..we love our new build; quality finishing and spacious. Will definitely recommend We love our new home 🏠

Hamidat · 11 December 2024

★★★★★ 5/5

Trustpilot

Couldn't recommend them more!

Charles church have been so incredibly supportive throughout our whole home-buying/1st time buying experience. From talking us through the whole process, to communicating with us with consistent updates on our house. They took us along the whole journey! When we moved into our beautiful home they fixed any little nicks or snags we found. We hired an independent snagger (just to be safe). We've been on our house for a week and they've already fixed so many of them! Even taking our empty moving boxes and fitting our washing machine in. They've been amazing. Big shout out to Tom (sales rep) with his fantastic communication / answering all our questions and the two Sean's (site managers) for supporting us through the demo day and the whole moving process. I can't thank them all enough. You've made our journey so much smoother! Thank you to all of you, From, Eva & James.

Miss · 9 December 2024

★★★★★ 5/5

Trustpilot

Building Sang Rectification

With a snaglist from a professional snagger, I was wondering how to tackle the list provided, I was pleasantly surprised that Charles Church Customer Service is a delight to work with. Nominated Customer Service member for this site was wonderful, operations manager visited the plot and spent time to review the list and noted down the remedies needed. Customer Service team - Especially Pete Hill was meticulous to review the list and he was above and beyond our expectations. We also had Bruce Faulkner, who also did an excellent job in rectification of some decorations.Having said that, the main remark is that the QUALITY should be taken care of during construction, but I am very happy with the after sale service.

Vijayakumar · 7 December 2024

★★★★★ 5/5

Trustpilot

My experience has been a great one from…Beautiful and quick

My experience has been a great one from the first day we came to the office to make enquiry Sophie was very helpful offered good advice and answered all our questions patiently and assisted us with taking the first step. Louisa was so supportive in ensuring all the documentation and paper work went smoothly and quick. The site manager, Joe has been so helpful in assisting us with the settling down process. The whole process was so fast and straight forward my family and I do appreciate the team in Prince Park. I am happy to refer friends.

Joycelyn · 3 December 2024

★★★★★ 5/5

Trustpilot

Prince’s Park

We’re incredibly grateful for the support we received from the team at Prince’s Park. Clem, one of the site builder staff, was professional when he came to assist us with preparing our new home. He provided us with valuable advice to help set things up smoothly. His expertise and helpful attitude made a big difference.We’d also like to thank Sophie at the site office. She’s been cheerful and very helpful, going out of her way to connect us with the right people whenever we needed assistance. It’s been reassuring to have such dedicated and approachable staff on site. Thanks to both Clem and Sophie for making our move-in experience so much easier!

Michelle · 30 November 2024

★★★★★ 4/5

Trustpilot

I had a positive experience with…

I had a positive experience with Charles Church, particularly with their support team. Sarah Adye was efficient in coordinating remedial works, and Mark Perren displayed excellent skill and diligence when sealing our garage walls. He also resolved a persistent rear door issue that others couldn't fix. Throughout our nine months at Woodberry Heights, the customer care team has been attentive, especially Charles, who addressed our flooring concerns with professionalism and a great attitude. The sales staff, including Linda at Cricketers Green, have been incredibly supportive, making our home-buying journey pleasant. Overall, Charles Church has been reliable with attentive service, from purchase to aftercare.

Tc · 16 November 2024