Our Customers
Customers at the heart of our business
We aim to be a trusted partner which reliably delivers an outstanding experience from the moment a customer starts their research into buying a home, through the sales journey and after occupation.
Average selling price in 2025
How we do it
- We provide attractively priced, good quality homes.
- We offer a range of sales schemes and incentives that help our customers to overcome constraints, enabling them to purchase their dream home.
- We invest in our people, providing robust training pathways (a combination of in-house and externally accredited training) and improved tooling that delivers better employee experiences, in turn enabling our teams to better service our customers.
- We are looking to strengthen and develop all three of our brands, Persimmon Homes, Charles Church and Westbury Partnerships, with the growth in Charles Church and Westbury serving to create additionality to our customer base.
- We have placed an increased emphasis on marketing and continue to make improvements to our website and our customers’ digital journey.
- We have dedicated customer service throughout our customers’ journey.
Progress in 2025
- Delivered outstanding customer experience, with HBF five-star rating for the fourth consecutive year and NHBC customer recommend a friend at 93.5%.
- Trustpilot scores improved to 4.6 for Persimmon Homes (2024: 4.5) and 4.6 for Charles Church (2024: 4.4).
- Enhanced sales schemes and incentives, including New Build Boost and Rezide.
- Continued development of all three brands, expanding customer base and improving digital journey.
Future Focus
- Further enhance customer experience.
- Strengthen brand presence and marketing initiatives.
- New website and customer CRM to be launched in 2026.
- Maintain customer satisfaction ratings.
How do we measure the effectiveness of our engagement?
The following metrics are regularly reviewed by the Board when considering progress against our five key priorities:
Persimmon Homes Trustpilot score
(2024: 4.5)
Our score continues to improve, reflecting our improved customer service and brand reputation.
HBF customer satisfaction survey scores
The HBF surveys represent our key customer service metric. We were proud to awarded five-star builder status in 2025. Our recommend a friend survey score was 93.5% and our HBF combined score was 4.30 for the 2024/25 survey year.
Customer story
A CONFIDENT FIRST STEP ONTO THE PROPERTY LADDER
Aidan and Abigail were the first customers to move into the final phase at Hartnells Farm, choosing the development as their first home. For them, becoming homeowners feels like a major achievement.
Aidan praised the support they received throughout their "seamless" journey: "The sales process couldn't have been any easier... It was an amazing experience and it's great to be moved in time for Christmas." He added, "If you put your mind to it and you really want it, the whole buying process is worth it in the end."
Our Suppliers
We recognise the importance of maintaining an effective and engaged supply chain in delivering our core focus areas.
Our SuppliersOur Charitable Activities
Persimmon helps to support our communities by making donations to local charities and community groups in the areas where we operate.
Our Charitable Activities