Charles Church Staffordshire reviews

★★★★★ 5/5

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We moved into our forever home in…

We moved into our forever home in August 2023, we had a number of snag issues which were resolved in a reasonable amount of time. We had an ongoing issue with external flooding in the rear garden and to the side of the property. After several frustrating emails and visits our site manager, Joe Wahba, took control of the situation and dug up our rear garden to install a full drainage system. He also arranged a swale to be created at the side of the property and a soak away to be installed and then landscaped. This has worked perfectly and corrected all the flooding issues. We did have another incident in January, which I will not go into here, that caused us a great deal of stress and worry. Joe took our problem away and dealt with all the issues this caused by arranging builders, painters , carpenters and finishers to put our home back to how it was when we moved in. Joe Wahba has been a true asset to us over the last two months. Nothing has been too much trouble and he has certainly made us want to be in our home again. An absolute asset to Charles Church and Persimmon Homes. Just wanted to take this opportunity to thank him for all his help and sometimes heated conversations that he always managed to defuse and reassure. Awesome guy.

Glen · 26 April 2024

★★★★★ 4/5

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Marius Barbulescu's efforts and abilities for our new build.

The sole reason I put four stars (and not less) is for Marius Barbulescu. We moved into Gilden Park in April last year, the company we bought from, Persimmon, have failed on numerous accounts and really let us down in the long run - missing appointments, false promises etc. Nonetheless, Marius has helped us with problems we contemplated going privately to fix, for example damp/wetness within shared walls, we had numerous call outs and people arguing that we were wrong until Marius pointed out specifics and actually found more. Our kitchen is riddled with problems which Marius assisted us to solve and get those accountable to do a joint visit to understand the severity of the problems. Marius has made a point to change our perspective on the company as he, and only he, has made such an effort expressing the problems to persons higher up - so much so that I actually began to recommend the company to neighbours. Secondly, Marius hasn't only pointed these problems out, but he himself came and corrected them, painting, refitting, giving advice and cost effective solutions - all except the kitchen (insurance) - but he made a point to get those responsible for the kitchen to do their part with a sense of urgency which I massively appreciate.I am aware that a team behind the scenes also assisted Marius in solving these problems, but this team would never have been made aware of these problems without Marius showing interest and making a point to express the extent of the problems within our new build home. For that, thank you Marius.

Jay · 16 April 2024

★★★★★ 5/5

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Fantastic customer service from Melissa at Glan Y Coed

My partner and I were blown away with Melissa's customer service. Her friendly approach combined with impressive attention to detail helped us build up an understanding of the value of the homes at Glan Y Coed. With generous part exchange offers and brilliantly built homes, I would recommend Charles Church to a friend and, encourage them to deal with Melissa.

Niall · 28 May 2026

★★★★★ 5/5

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Dream Home!

We purchased an Oxford, and we absolutely LOVE IT!The plot:The living room, study and 3 of the five bedrooms look out onto a forest, and the house is tucked away at the end of a private drive. It couldn't be more tranquil.The house:The Oxford is unique in that it isn't your standard rectangle or square looking house; it's an 'L' shape, which gives it a lot of character! All the rooms are of a good size, and the master bedroom really is like no other: the Mother of All Bedrooms.The finishing touches:I don't know whether this applies to all of Charles Church's sites, but the wardrobe company is Gooding and the kitchen company is Symphony. Both have created a bespoke set of designs for the Oxford that I would strongly consider... we opted for wall-to-wall bespoke cupboards for the master bedroom and room two, as well as an integrated office setup for the study. These have been nothing short of fantastic. For carpets, I would strongly recommend the cloud 9 underlay as it makes the carpets so soft and premium. There are a range of carpets, tiles, LVTs to choose from and it took us a long while to make our mind up as the choices were very extensive.Snags:Based on what I have read online - the average number of snags in a new build is in the 150+ region... we hired a professional snagger and ours had 90. As I write this a good number of them have already been quickly rectified by Customer Care. On the point of Customer Care, there is an office contact as well as a deputy site manager on the ground who both coordinate any de-snagging that needs to be carried out. Both of them have been great, with very quick responses to emails/messages etc. It hasn't felt like they've stopped bothering after receiving the funds at all and even the sales advisor has asked she be kept in the loop with any de-snagging.The staff: everyone from the sales advisor to the site managers has been fantastic. It was evident that the site managers took a real pride in their job and the sales advisor noted down and carried out our finishing touches requests with careful precision.Points to improve:My only point is that some snags would need sorting out quicker than others.

E.U · 1 April 2024

★★★★★ 4/5

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Our purchase of a house on Paddock Wood…

Our purchase of a house on Paddock Wood Mascalls Grange estate has been a long, drawn out process as the build was held up by bad weather which was frustrating but it now looks as if we will be able to move in in a few more weeks. Darren has been so helpful - regularly sending photos and updates on progress. He responds quickly to our queries and been sympathetic to our frustration about delays.Staff in the sales office have been helpful and friendly and, like Darren, always get back to us promptly after a query.It's been a long wait but staff at Charles Church have made it more bearable.We're now looking forward to moving into our new home.

Patricia · 21 March 2024

★★★★★ 2/5

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Disorganised

They would not sign the first homes scheme the government website says is their responsibility for weeks, they told me the wrong service fees, I consistently had wrong postcodes on my mortgage information, I was allowed to pick my kitchen and then a week later told me other cabinets and a work surface had already been ordered. It just seemed generally disorganised.

Olivia · 5 May 2026

★★★★★ 3/5

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House is ok in Yatton Keynell lovely…

House is ok in Yatton Keynell lovely village location my only gripe is the fibrenest! Fibre Nest charge £47 per month for internet access only and give house owners no option for the choice to have this service cheaper or alternative. It is shocking that Charles church can be allowed to treat customers with the market control. They shouldn’t be allowed with this internet domination with extortionate charges is illegal and immoral. Avoid fibrenest if you can at all costs! It’s awful with drop out service and never ending problems our broadband has been down for 20hours now and still no update !

Mrs · 7 March 2024

★★★★★ 5/5

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Share my appreciation…wow effect...

I would like to share my appreciation and acknowledge the efforts of two people who have truly gone above and beyond to help make our new house feel like the dream home we hoped for. Lukasz from the Mulberry Place local hyper‑care team, and Bruce, widely known as the Magic Man, have both provided exceptional service throughout the snagging process.

Mrs · 3 May 2026

★★★★★ 5/5

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We had such a lovely experience with…

We had such a lovely experience with our estate agent Caitlin, she was absolutely lovely, bubbly and friendly from start to finish. She was very informative and made the whole process feel easy. Would definitely recommend to anyone buying a home :)

Molly · 14 September 2026

★★★★★ 1/5

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The worst customer service I've received from any company

Genuinely surprised to go onto this Trustpilot page and find that Charles Church have a relatively good rating. Our experience has been absolutely awful. Prior to completion things were going reasonably well but then the issues began. After moving in it turned out there was a fundamental flaw in the composition of the screed layer which meant that the entire downstairs floor needed to be drilled back up after we'd already completed and moved in. Absolute nightmare with Charles Church trying to avoid liability the entire time, finally accepting but then with no offer of any alternative accommodation, compensation or even an apology while our home became a building site over Christmas. Things went from bad to worse. Contractors then managed to damage our LVT flooring when trying to repair skirting damaged during the post completion drilling work, they've ruined our upstairs carpet by cutting it down so aggressively during floor repair work that it no longer covers the floor. We've had a shower out of use for months because they haven't arranged for a joiner to come round to fix gaps in the sealant. We are chasing multiple times a week every week. The company doesn't even follow their own complaints procedure as we registered a formal complaint months ago but are still waiting to hear from the person it's supposedly been escalated to. I genuinely have never had a worse customer experience.Feb 2024 update: still chasing to have issues resolved with no follow up or sense of any sort of urgency from customer service. Every single query has to be escalated to a complaint just to start getting a response and even then just weeks of back and forth.

Joel · 19 February 2024

★★★★★ 1/5

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I only put one star on because I have to....SHOCKING COMPANY

I only put one star on because I have to in order for me to put a review on or it would be negative 1000000000000 stars if it was an option. Big mistake buying from this company, from the moment we walked through the door on day 1 to leaks and kitchen cupboard doors falling off in our hands......bodge job, after bodge job, after bodge job.....almost 20 months in and the house is starting to show further dodgy build works….We have finally cracked and got an accredited building inspector out to assess the house.So much wrong with fundamentals, we have damp and the electrics going bang in a 20 months old house! There is some really bad stuff that has been done in our house which I will refrain from putting on here, but it is bad. I could write a list longer than you would be able to read in one day with all we have encountered with this house and the behaviour of this company to deal with as a whole…..do not buy from this Company….avoid at all cost…..our experience has been so bad we are considering moving house again! We would love to speak to someone face to face, who is higher up in the company and outside our regional customer service centre to go through all we have been through with this joke of a company.Save your self a load of heart ach and mega stress and do not go to these guys…..very bad company and oh by the way they are actually Persimmons , they use Charles church as a trojan horse, to suck you in. We are not even talking about cosmetic snags here but actually build quality and build standards snags!We trust these companies with hundreds of thousands of pounds to provide us with a good product and they don’t, in my opinion house builders, such as this company need regulating far more than they are!...Disgusting!Shocking, Shocking, Shocking, Shocking. CAN SOMEONE HIGHERUP FROM OUTSIDE MY REGIONAL CUSTOMER CARE CENTRE REPLY TO THIS REVIEW WITH CONTACT INFO FOR YOU PLEASE…..I DO NOT WANT TO SPEAK ANYMORE TO OUR CUSTOMER CARE CENTRE.

Steven · 8 February 2024

★★★★★ 4/5

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Mascalls Grange Phase 3

I just did the exchange of contracts after viewing 6 new built development sites in Kent last Oct. Mascalls Grange is above average among the six sites in many aspects such as the floor plan with all bedrooms big enough for a double bed, large windows, coming with a utility room and a shed in the garden, good space among houses and very importantly, the attractive incentives. The sales team was also very flexible and efficient in releasing the price for my desired plot with a superb outlook. I am very pleased about that. But since I am not resident in the UK, a local friend of mine helped me to make certain phone calls needed. It would be better if more means of communication such as Whatsapp, TEAMS or Zoom can be used. Darren, the Contract‘s Manager proactively contacted me via Whatsapp keeping me updated on the build progress and answering my questions quickly that I very much appreciated. It gives me some peace of mind when I am living abroad. So far so good. I am looking forward to seeing my new home soon.

Jorine · 29 January 2024

★★★★★ 5/5

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Harlands Park - Uckfield (customer service)

Francesca has been super helpful throughout the reservation process. We have visited the site several times to view the different plots and explored different options for us with her help. Shout out to Steve, the site manager also for showing us some houses mid-build. I can't fault the experience we've had so far with Charles Church, everyone we've spoken to are really friendly and happy to answer all of our questions. It's been smooth sailing and enjoyable so far! We look forward to the next stage, choosing our options etc.

Lauren · 15 January 2024

★★★★★ 5/5

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Marius Barbulescu

Marius Barbulescu is a great operative. He was very reliable, turned up on time and performed his job to the highest quality. Marius really showed passion in his work and ensured he saw the job through to the end. Marius definitely went above and beyond to perform his job to a great standard, his customer service skills were great and always arrived on time. We couldn’t be happier with the works completed.Shana

Shana · 19 June 2024

★★★★★ 5/5

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Charles Church exceeded all my expectations

Charles Church exceeded all my expectations. From the moment I put my initial enquiry in, Patricia made me feel so valued. Within half an hour of our initial call, I was viewing what turned out to be our new home, and I absolutely love it. The quality of build is excellent and the extra touches chosen, have made our new home perfect. Patricia and Bobbie, made the whole process smooth and easy, excellent communications throughout. Jason - Site Manager has taken such care to ensure our new home was perfect to move in to and has gone above and beyond to help us settle in very quickly.

Helena · 7 January 2024

★★★★★ 5/5

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Positive experience, purchase in progress Mascalls Grange

I am currently in the process of purchasing a new build house from Charles Church on the Mascalls Grange development in Kent and I wanted to take a moment to share my positive experience so far.The contracts manager, Darren, has been instrumental in keeping me well-informed about the progress of my future home. Regular WhatsApp updates, complete with pictures, have been provided, allowing me to follow the construction journey closely. Communication is professional and responsive, making the ongoing purchase a reassuring experience.The sales office staff have been exceptionally friendly and helpful. From my initial enquiry to the current stages of the purchase, Sarah has been helpful and always has a welcoming attitude. This has contributed to making the buying process a positive one.Though my purchase is not yet complete, the journey so far has been positive, and I look forward to a prompt completion of the purchase process and eventual move into my new home.I would recommend Charles Church to anyone considering a new build property based on the interactions I have had so far.

Natalie · 4 January 2024

★★★★★ 1/5

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Wellington Gate. - Forced to move into a home that was nowhere near ready!

Utterly appalling property to be handed over. 166 issues identified during an independent snag report 2 days after completion, including 3 x bowed window lintels, expansion joints not sealed, porch not even secured to supporting gallows plus a hole in the hall floor all the way through to the soil below a total void in the floor that would have given way. Also the patio doors that had not been sealed whatsoever and you could see into the dining area when looking under the door frame! Don’t worry we have the video & photo evidence for you! This is just a few of the plethora of issues on a property that clearly has not been properly inspected. Not forgetting the screed used on the floor being incorrectly prepared (latience not removed and holes throughout) resulting in us having to have this removed & relaid at our cost for the flooring we’re having independently fitted. In addition to this we had to stop our floorers as they were flooring up to both sets of patio doors that have bowed lintels as they may need to be removed for rectification work, this risked damaging the flooring and or exposing the soluble glue to the elements. As a result we’ve now been billed for 3 days lost earnings for the fitters. We now also cannot have our flooring fitted until January. Don’t worry Charles Church, you’ll be receiving both those bills for reimbursement.They clearly just wanted this over the line and in the November completion for their sales figures. Our sales executive did pass comment she needed to get completions over the line as she “needed the money” for her upcoming wedding. Genuinely wish there was a 14 day cooling off period as we’d pull out of this contract in a heartbeat! Biggest waste of £450k+Still also waiting on my phone call from the area customer service manager I was promised yesterday too! If I could give zero stars that would be more fitting to this utter disgrace. Moving is stressful enough without having to contend with.

Pam · 6 December 2023

★★★★★ 1/5

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"Everybody has issues"!?

Maybe I should have realised the Company do not give a damn when I was told "everybody has issues" by a senior sales manager after I asked for a kitchen adjustment due to an ongoing back injury. Initially refusing the request they did eventually accommodate it.

Louise · 24 July 2026

★★★★★ 1/5

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Buildings Safety Act

We are trying to sell a leasehold property of which Charles Church is the freeholder/landlord. We need to contact CC to get a form regarding the Buildings Safety Act but cannot find anyone who will respond. Purchase is in danger of falling through and I am at my wit’s end. Hoping this will help?? PLEASE CAN SOMEONE FROM CHARLES CHURCH REPLY TO THIS REVIEW ?????Emmy, please can you send me an email address or phone number, I do not want to put my personal contact details on this review

Judith · 9 November 2023

★★★★★ 5/5

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Ongoing excellent service from Harlands Park

I am moving into my new house on Harlands Park next Friday. Today I went to the site to sign off the house. Both Francesca and Steve were as efficient as always. It shines through how much Steve cares about the houses he builds and the people who buy them. Buying my house has been torturous because of my sale but throughout the six months it has taken to get to completion Darren Graham has kept in touch, giving me updates and willing me on. I’ve appreciated his input - he’s highlighted that it’s not only the people on site who care about the buyers. Thanks to them all.

Joy · 3 November 2023

★★★★★ 1/5

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Avoid like the plague

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.

Muhammad · 5 August 2026

★★★★★ 1/5

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Don’t buy Charles church homes

Just terrible don’t buy Charles church homes . You have to be a contractor to even deal with the issues they throw at you and they keep denying and denying faults which are obviously their fault .

Muhammad · 13 September 2026

★★★★★ 5/5

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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.

Mrs · 4 August 2026

★★★★★ 5/5

Trustpilot

One of the best decisions of our lives.....

From our first contact with Charles Church, the experience has been really positive. Grace was great helping us to find the right home and its fitting out. She kept us up to date with all the stages of the build. Joe, the site manager, has always been there explaining and supporting us through the build process and beyond. He has made sure that everything is working properly and has been there to sort out any issues we had. I must stress that the issues have been minor although niggly but Joe has been there, he is a credit to the company. I would highly recommend Charles Church Homes to anyone thinking of buying a new house. We are extremely pleased with our new home. It is cosy, light and well-designed. Well done to all the team at Charles Church.

Carole · 17 October 2023