Persimmon home buyer retention scheme celebrates one year milestone
11 September 2020
A homebuyer retention scheme launched by one of the UK’s largest housebuilders is celebrating one year since launch.
Persimmon was the first major UK housebuilder to offer a retention scheme to customers in July 2019. One year on, more than 40% of new private customers have taken advantage of the scheme. The scheme covers faults discovered in the first week after moving in and allows 1.5% of the purchase price to be held back by the homebuyer’s solicitor at the time of handing over the keys. Persimmon has introduced a 7-day inspection form as part of a new customer journey, to allow the logging of any concerns during the first week. Major lenders, including the UK’s largest Building Society and second largest mortgage lender, Nationwide have been supportive and accepting of the scheme since its launch.
Steve Roche, group communications and customer relationship director, said the company’s customer care improvement plan was now fully embedded within the business and was continuing to deliver significant results across England, Wales and Scotland. “Customers remain at the centre of our business and we have strengthened communication using enhanced digital technology and more frequent contact. In the New Homes Survey, run by the Home Builders Federation, our rating is now a solid four stars and we have been trending above the five-star threshold since the start of 2020. The survey asks customers if they would recommend their builder to a friend.”
In a recent audit, the Consumer Code for Housebuilders highlighted Persimmon’s 7-day checklist and retention scheme as areas of good practice in relation to customer service. Pratik and Rashmi Deshpande from Aykley Woods, Durham are two customers who have enjoyed the benefits of the scheme. Pratik said: “We have been married for 3.5 years now and Persimmon was our choice for our first home. We moved into our new home in the first week of June 2020. Our experience right from meeting Carol, the sales executive to meeting Terry, the site manager has been wonderful. We were informed about the retention scheme when buying the house which we thought was brilliant. We knew that if we would experience any issues after moving in, we would be looked after immediately. We were given a form to list the items that needed attention after moving in. We did have some minor issues like all the new builds do but they were sorted within no time. We had a minor leak in the extension pipe to the washing machine."
"The water from the leak damaged the plinth and side panels of the wooden cabinet in the kitchen but this issue was sorted on the same day and a replacement plinth and side panel was ordered and fitted in the next couple of days. We also had a damaged fence panel that was replaced within seven days. The scheme was easy and helped us to settle into our new home without much hassle. Also, to have the peace of mind for first time buyers that you will be looked after in the first week of moving in followed by a one month inspection is unmatchable.”
Shona Ferguson and partner, Paul Atkinson, moved into their 3-bedroom Newmore home in Lanarkshire in November 2019. Detailing her experience, Shona said: “Buying a new home is one of the biggest financial investments we are ever going to make and both Paul and I were looking for reassurance that Persimmon is a brand that we can trust and took advantage of the Retention Scheme for extra peace of mind."
“From start to finish the service and quality has been first class. On our very first visit to Clyde Valley Way, sales advisor, Michelle and site manager Andy made us feel completely at ease, taking the time to show us finished properties and house types to give us an idea of the space and quality we could expect. My partner Paul works in construction and knows what to look for when it comes to houses and we were both impressed by the quality of the finish in the Persimmon houses we looked at in Law and Stewarton."
“We reserved our home and moved in on 28th November and haven’t looked back. During our New Home Demonstration, we picked out two minor snagging points and a couple more when we moved in which were all dealt with within days. Andy, our site manager was amazing, one day I noticed a mark on the wall and asked him the name of the paint so that I could touch it up – the next day a pot of the paint was left on my doorstep. He regularly passes our house and asks us if everything is ok and if he can do anything – he genuinely cares which makes such a difference. To date we have no faults and absolutely no concerns – in fact we would recommend Persimmon to anyone interested in buying a new home – the service and build quality has been first class.”