Trusted Agent profile · Penrith
★★★★★
799 reviews across 1 platform
Carleton Hill Road, Carleton, Penrith, CA11 8BY
Charles Church Lancashire's office in Penrith, at Carleton Hill Road, is rated 4.2 out of 5 across 799 reviews on 1 platform.
Every review we hold for the Penrith office, from every platform, shown as written. First names only.
5/5
TrustpilotGreat staff
Great staff, always very helpful and want to make sure you are happy with everything in your new home
Good afternoon Adele, thank you for your wonderful review. Our aim is to always ensure our customers feel valued and looked after every step of the way when buying a new home, so we are delighted to hear of your experience. We shall pass on your comments to the team who will be delighted.Kind regards,Rose
5/5
TrustpilotEaston CC
Great journey from sales to customer care. High standard of finish with only minor issues
Hello Adam,At Charles Church, providing exceptional service is at the core of what we do, and it's wonderful to receive such positive feedback. We would love to be able to pass your kind words on to the team, and we have requested for further details via Trustpilot.Best wishes,Emmy
5/5
TrustpilotLove our new home
Love our new home. The slight problems we've had have been fixed in a timely manner. Would highly recommend them. Bill the site manager is especially good and we are pleased to have him looking after us.
Hello Richard,Thank you for taking time to leave your review. We’re really happy to hear that you have been so well looked after at the start of your new home journey. I will pass your feedback on to the team at your development, who will be thrilled. We wish you many happy years in your new home.Best wishes,Emmy
1/5
Trustpilotmoved on to the heritage park site
moved on to the heritage park site reported cracks going all way up the steps across the house on the structure of the house toilet broken unable to flush reported 6 months ago.hot water never hot enough reported upon moving in was told thames valley needs to adjust it I can write a non exhaustive list of faults or REASONS eBay you should stay clear of this rogue cowboy builder but the tipping point is the kitchen material they used is just shocking. after 6 months the material starts to bubble . I contacted the company directly who said they are willing to replace the panels and accepted that it was defective panels but Charles church must approve it. they refused to approve it . the kitchen company has 1 star review all over the internet they were called the kitchen for a pound as it was dirt cheap. Charles church sourced the cheapest materials to build with to maximise on profit. stay clear of this company they are the modern day rouge trader
2/5
TrustpilotOn going leaks...
On the positive side the sales lady was great, and the site foreman seems to be genuine and want to fix the problem - though he only has 3 days left on site. I was messed around with my final move date, put back and back. Once almost in I found there had been leaks in the garage, scaffolding was put up and supposedly the leaks were fixed! Not so, after various visits and external attempts to stop the leaks, this last week end saw the water ingress increase dramatically. My garage joins my house and half is used for storage of household items that I do not wish to get wet. I feel the company are all about profit and not really about being a caring company with the interests of their clients as being very low on their agenda.
5/5
TrustpilotWe have not moved in yet but the…
We are buying a property in the Harlands park development. We have not moved in yet but the service has been very good so far. We have had regular updates and pictures of our house from Darren. Thank you😊
Many thanks Phoebe for sharing your sales journey experience. We are really pleased to hear you have been well looked after by Darren and will pass on your comments, he will be thrilled.Kind wishes,Holly
5/5
TrustpilotGreat sales rep at Wynyard Estate
Great, professional and polite sales rep at Wynyard EstateLiz did a great job keeping us updated with every step during our purchase. I would like to give 10 stars not only 5! No complaints at all.
Hello Omnia,We always hope to receive reviews like this, thank you so much!We shall pass on your kind words to Liz who will be thrilled to hear.Kind wishes,Lucy
5/5
TrustpilotProfessional team with great service
Snagging issues are being dealt with in a timely manner, we were kept up to date with the build progression and it was ready for when they said it would be when we reserved the plot.
Hi,Thank you for taking the time to leave your honest feedback. We are glad that you are being looked after by the customer care team and we wish you many happy years in your new home.Best wishes,Ava
1/5
TrustpilotWorst decision of my life.
Buying a property from Charles Church was the worst decision of my life. At the time of purchasing I wasnt aware they were owned by persimmons. If I knew this I wouldnt of considered buying it. Anyone who doesnt know how poor persimmons are please go to the BBC website and search "Persimmon lacks minimum house standards"So I moved into my property in July 2020, I reported 78 snags within a couple of weeks. Once reported contractors attended, told me it wasnt there fault that items were broken, told me its up to Charles Church to resolve. Charles Church then refuse to resolve the problems unless I get an independent inspection to prove its an issue. After getting the inspection they reluctantly attempt to complete the work but say "they are doing it as a gesture of goodwill". They also refuse to pay for the cost of the independent inspection. Ive not had 3 month battle with them about virtually every snag I've reported. There contractors have failed to attend on over 13 occasions during this period. They have failed to respond to multiple emails and never call me back. On my estate there is around 40 houses. Ive spoken to around 20 people who have purchased the other houses. Not one of them is happy with either the quality or the customer care department. Not one!The entire process has had a massive impact on my mental health and effected my ability to work for the NHS and deal with the pandemic. To add insult to injury: I sent a complaint which was 7 pages long listing the refusal to rectify reported issues, staff not turning up, arguments between contractors on who should pay for the repairs. When Charles Church responded by saying "we are sorry for any perceived failings". They couldn't even agree they had done anything wrong! They have obviously not learned there lessons from the damming independent report from 2019.
1/5
TrustpilotToilet soil pipe left open
Toilet soil pipe left open, built a stud wall over the middle of it and then covered with a carpet!! Part of the open soil pipe is in our lounge, the other part actually in the cloakroom, where they had obviously decided to resite the toilet. There has always been a smell in the house. Absolutely disgusting customer service, acknowledged first email over a month ago but now refusing to reply and at last count it took 45 minutes to call customer service and still could not get through. If buying one of these houses look under the carpets they have kindly laid. Will be taking this further, this particular house is on Kingswood
5/5
TrustpilotVisit to Harlands in Uckfield
Francesca in the site office was very helpful and informative and was very patient with us.
Good afternoon Mrs Baker, thank you for your kind words. We are so pleased to hear that you have been well looked after by Francesca, we shall certainly pass this on.Best wishes,Rose
1/5
TrustpilotCharles Church @ Prince Regent
Charles Church @ Prince RegentJust received a phone call at 19:30 on a Thursday evening informing me that everything on the site has now been sold and the last 3 plots were due to be released for sale imminently. (The plot we’d chosen was the last to be built, ready in 10 months) I was told when placing the early reservation I wouldn’t need to do anything for the next few months. Now I’m being told I may need to be sold within the next couple of days!!!!As a earlier post said “be ready to walk away” and I now see why they receive such a low score. If anyone from Charles church wants to get in touch I reserved plot 46!
5/5
TrustpilotReally good engagement so far.
Dear Ken, Thank you for sharing the start of your new home journey with Charles Church . We are really pleased to hear you have been so well looked after by the team at The Croft, and we would love to hear from you again once you’re all settled in.Best wishes, Ada
5/5
TrustpilotOur move has been smooth and the team…
Our move has been smooth and the team have been very helpful. It’s been more or less stress free and really good after care. Thanks
We are delighted with your review Mr Eastwood and thank you for sharing that with us. It really means a lot to all of us, the team will be delighted when I share this with them. Best wishes, Lily
5/5
TrustpilotLovely experience
We are buying a new build in Flockton. The experience has been made extra special by dealing with Lynn on site. Lynn is so friendly/helpful and honest and makes the experience a joy and not stressful!
1/5
TrustpilotDisability haters
Enquired about house. Noone phoned me back. Finally phoned up and spoke to sales team. Got asked ' are you the one with disabled child' ? Told properties gone and other one reserved and I need to contact another organisation instead. I asked when it had gone and she said this morning ! I tried to ask if anything else but just got told there's nothing and other one had been reserved. She couldn't get me off phone fast enough. later in day I had a voice a from her obviously answering my email and not realising it was me , saying plot had gone but there was bother one available! I'm thinking of reporting her to equality and disability rights commission. It's disgraceful behaviour. It appears as though they are filtering out prospective buyers who they may see as 'undesirable' for the site. Stay well away from this developer. Proponents of hate. They should be refused planning permission to build these sites.
5/5
TrustpilotSettling into our new home
I think your staff in the office at herons park are very kind and helpful always ready to help. Also the builders on site are very good always kind and helpful.
Hi Anita,We always hope to receive this kind of feedback, thank you for sharing. We hope you have many happy years in your new home.Best wishes,Mia
1/5
TrustpilotIf I could give no stars I would.
If I could give no stars I would.I’ve never known such a badly run company with managers who are exceedingly rude and blatantly lie.I have spent two years trying to have the problems caused in my home rectified. Phone calls, emails and visits. With cracked walls inside and out caused by pile driving.They have denied all correspondence and even denied coming to my home.I’ve asked for management to visit (with obvious distancing) to the view the damage caused outside . Yet nothing Shameful.
2/5
TrustpilotMy husband and I have seen the showhome…
My husband and I have seen the showhome in Cottenham and we were surprised to see a large crack between the wall and staircase (along the staircase). One of the curtains in the living room had been removed as the support was almost falling off the wall. Initially, we were very much convinced that this builder has the house we wanted, but not sure what to think about the quality of the house and what would be their after sales support when they did not bother to fix and polish the showhome. I have asked their representative about it and have been told that this is a normal process, but I very much doubt it. With only 7 days from moving in to report any faults and issues, I think that such cracks will appear later and then it will be on us to fix their poor work.
1/5
TrustpilotCharles church 5 bedroom luxury home; The Truth
I bought a 5 bedroom luxury home from Charles Church nearly 2 years ago, I have incorrect fitted external doors including my french doors all needing replaced, none of my windows have been sealed so problems with noise & drafts, there is daylight showing through external doors and actual blinds & curtains blowing inside the house, every single internal door is damaged and needs to be replaced. I have the incorrect kitchen sink which is incorrectly fitted, I have a broken cooker extractor... I have every upgraded light switch fitting covered in paint, the entire house requires repainting due to shocking paintwork, I have a hole in my main bathroom wall , all my bathroom extractors are covered in paint, I have broken upgraded radiators, I have 1 out of 3 showers working and cheap useless taps & plug fittings in all bathrooms, I have under the required insulation in my loft, I have broken internal shelves in my upgraded kitchen, I have not had any of my kitchen worktops sealed or showers, I have 2 incorrect fitted garage doors causing a huge draft, I have bathroom tiles that have not been sealed, I have wires hanging from every radiator in the house, I have shocking brickwork externally... what I do not have is any money left to fix all of this and 2 years in it’s absolutely shocking that this is genuinely the state of my home, the customer service is appalling, called in NHBC and the Charles church representative due to attend to resolve these huge problems didn’t bother to show up, no one is remotely interested in helping me and yet as I sit here with my head in my hands more and more houses are being built. I wish I knew ; I hope my review seriously deters anyone considering purchasing anything from this builder.
5/5
TrustpilotEdmund Park
Moved into a new 3 bed house on the Edmund Park development at Frome. Build Quality is great and the sales and site team couldn't have done more to make the move a smooth one
1/5
TrustpilotHouse not so bad, estate layout TERRIBLE!
My overall house is ok, there have been a few snags that have either been sorted or still need sorting but nothing too bad. My main complaint is the layout of the estate, we picked a 4 bed detached house near the back of the estate, we were aware that there was going to be affordable housing behind us but we did not realise how close behind us they meant. When we moved in there was nothing behind us but fields so the view was lovely, now there are flats and houses that have been built so close to my back garden that I don't like to use it. The apartments have balconies which overlook my garden! The field is on the other side why wouldn't you put the balcony facing the field? It makes no sense! So after months of buying our 'dream' home we have a garden which provides us with no privacy whatsoever overlooked by flats and houses. We decided to sell the house last year but nobody wants to buy it due to the house being overlooked at almost every angle! Now we are stuck in a house which we cannot sell, the planning and layout of the estate is ridiculous!
5/5
TrustpilotAngela in particular has been very…
Angela in particular has been very helpful to us.
Thank you taking the time to write your 5 star review, it's always lovely to hear from happy customers and we shall pass this on to Angela.Best wishes, Zoe
5/5
TrustpilotVery helpful
Very helpful. 1st class from start to completion. Curtesy calls and updates throughout. Nothing too much for these guy's.
Good evening Samantha, Thank you for sharing your experience with us, it is always so lovely to hear from happy customers. I will certainly pass on your kind comments to the team, they will be delighted to hear that they made your home buying journey a smooth and enjoyable one. Wishing you all the best in your new home.Best wishes,Rose
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