Rose Manor, TF1

Please tell us about the good and bad aspects of living in your local area:

Rose Manor in Hadleigh has been a disappointing example of poor estate infrastructure and inadequate maintenance. The private road serving just six properties is already deteriorating, with asphalt breaking up and a pothole beginning to form despite minimal traffic. A street light has also remained out of operation for weeks, with no effective response from the developer. These problems should not be occurring on a relatively new development, and the lack of urgency in addressing them raises serious concerns about long-term maintenance and construction standards. **Hadleigh itself is a good place to live. Charles Church's delivery and management of Rose Manor have seriously undermined the experience.**

How has the building management responded to any problems or issues you have raised:

**Appallingly. In my experience, Persimmon's Customer Care department is disorganised, ineffective and incapable of honouring its commitments.** For approximately 18 months, I have repeatedly chased outstanding investigations and repairs. Since September, management has been unable to organise a meeting it requested itself. Three senior representatives have been proposed, two appointments cancelled at the last minute, and my repeated offers of availability ignored. In October, Persimmon told NHBC it was willing to investigate or rectify several defects. Almost a month later, nobody had contacted me to arrange the work. **Their promises mean nothing without action.** I have wasted countless hours chasing this company and rearranging paid work because its representatives cannot manage basic communication or appointments. I have escalated matters to NHBC because I have no confidence in the developer's management or Customer Care department. **The level of incompetence and disregard for customers' time is staggering.**

Please share one thing (or more) which you wish you had known before you moved in:

**I wish I had known how Charles Church and Persimmon treat customers once they have received their money.** I wish I had known that a supposedly premium new-build home could have missing insulation, persistent unpleasant odours, airtightness concerns and numerous defects that would remain unresolved for approximately 18 months. I wish I had known that senior management could repeatedly cancel appointments, ignore correspondence and fail to organise even basic investigations. Most importantly, I wish I had spoken to more existing Charles Church homeowners about their experiences with defects and aftercare before purchasing. **The show home sells the dream. My experience of Charles Church's aftercare has been a nightmare.** Had I known what I would be dealing with, **I would not have purchased this property.** My advice to prospective buyers: **investigate the developer, not just the house. Once you have completed the purchase, you may discover how little its promises are worth.**

What is the best feature of your home:

**The location in Hadleigh — certainly not the construction quality or Charles Church's aftercare.** The house itself has been overshadowed by persistent defects, confirmed missing insulation and unresolved construction concerns. It is difficult to appreciate the features of a supposedly premium new-build home when you spend approximately 18 months chasing the developer to investigate and repair problems that should have been identified before handover. **The best thing about my home is its location. The biggest disappointment is the company that built it.**

Please tell us about the good and bad aspects of living in your local area:

Seems too good to be true & it definitely is, while the building is lovely the management and staff are appalling, my dads health declined dramatically and subsequently dies shortly after moving in, staff then bullied & harrased my widowed mother for the next 4yrs, even turning up at her door while she lay dying accusing her family of faking it.

Please share one thing (or more) which you wish you had known before you moved in:

That staff are poorly mannered and the manager is a bully