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Housebuilder announces customer satisfaction scheme

Added on: 21st March, 2019 by Samantha_10597

Housebuilder announces customer satisfaction scheme

Last Updated:
Thu, 21 March 2019

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A leading regional housebuilder has announced the UK’s first homebuyer’s ‘retention’ scheme to support customer satisfaction in its new build properties.

Persimmon Homes is the first major housebuilder to establish such a scheme, which will see 1.5% of the total home value withheld by the buyer’s solicitor until any faults identified at the point of key release are resolved.

Tom Wright, managing director for Persimmon Homes South East, said: "For most of our customers, moving into their new home is an exciting and positive experience. However sometimes there are teething problems that need to be addressed, and the introduction of this homebuyer’s retention is an important step towards ensuring every buyer is able to settle into their property with confidence and satisfaction.

“Put simply, we don’t receive the full price of the home until these issues have been resolved.”

The homebuyer’s retention is the latest in a series of measures introduced by Persimmon Homes to assure high finish standards and improve customer care.

The policy will see the company’s standard contract including a provision that 1.5% of the total home value (equating to around 6% of the build fabric costs) can be withheld until any faults identified at the point of key release are resolved.

The average amount withheld, based on current selling prices, will be approximately £3,600 per home. The new standard contract and policy are expected to be fully in place by the end of June.

Dave Jenkinson, chief executive officer of Persimmon, said: "Persimmon is listening hard to all stakeholders and we hear the message that we need to continue to raise our game in customer care.

“Initiatives already announced include action taken to deliver greater accuracy of anticipated moving in dates by adopting a more targeted approach to the phasing of sales on specific sites and improvements and investments made to our customer care team, operations and technology over the last few months.

“We are now accelerating the pace of change through the introduction of a contracted retention which will give homebuyers far greater satisfaction at the completion of the purchase.”

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