Transforming communities

GB 02 09 21 E0552

Customer satisfaction

Customers are at the heart of our business. Our eight-week customer satisfaction score increased in 2021 to 92.0% (2020: 89.7%) and we are delighted to have recently received a five-star rating from the HBF. This is the first time in Persimmon’s history and we believe our commitment to build quality through The Persimmon Way construction excellence programme will allow us to consistently achieve a five-star rating year-on-year. In order to reinforce our core targets of improving build quality and reinforcing customer trust, the Group is committed to further improving both our eight-week and nine-month customer satisfaction scores through the continued implementation of The Persimmon Way.


customer satisfaction score




We will positively transform communities directly connected to Persimmon’s activities.

It’s important that we make a positive impact when building new homes, meeting stakeholder expectations and engaging local residents. We must aim to select the right projects where we can create true social value. We must also provide excellent service to our customers. Doing so builds positive recognition and customer loyalty


SDG alignment

SDG11- Sustainable cities and communitiesSDG15 - Life on Land

Material issue Target How we will achieve it Progress Update and next steps
Customer satisfaction Achieve HBF five-star rating on the eight-week customer survey scores year-on-year. Investment in customer services initiatives and procedures to ensure continuous improvement in performance. On-going • Customer satisfaction score of 92%. Achieved a five-star rating.

• 2022 focus on maintaining and extending to nine months customer satisfaction scores, and build quality scores.
In 2021, reduce NHBC Reportable Items by 20%. Implemented and monitored through Group
Construction policies and procedures.
Off track Reduced by 17% in 2021, from 2020 baseline.
Target for 2022 of 18%, from 2021 lower baseline.
Social value From 2022, be proactive to ensure compliance with 10% Biodiversity Net Gain (expected during 2023). Proactive management ahead of legislation to ensure our sites transition as soon as possible. On track • Comprehensive training of design, planning and land teams on BNG requirements and our approach has been delivered.

• Appointment of Group Biodiversity Manager underway
From 2021, aim to review all non-developed land to identify opportunities to improve biodiversity. This will include identifying a portfolio of sites for biodiversity enhancements. On-going BNG prioritisation ranking of sites to commence in 2022.
We will create an internal Persimmon framework for developments to include wellbeing and social value. Framework for internal purposes to be introduced to incorporate best practice guidance. On-going Internal Placemaking Framework designed, aligned to National Model Design Code, with roll out commencing in 2022.

Latest Reports



Annual Report 21 Cover


Building a safe and inclusive culture



Reducing our environmental impact


Our Approach

Embedding sustainability into the business

Our Approach