Our Customers

Building homes our customers love and happily live in for many years is at the heart of our entire business.

Customer Care is fully embedded into our business strategy, with growing HBF customer satisfaction ratings reflecting the hard work and effort that our colleagues put in every day. Our work continues to ensure every customer has an excellent experience of engaging with our business.

Since 2019, we've introduced:

Increased communication with every customer as part of a new two-year journey
A mortgage retention scheme for customers – an industry-first for a major housebuilder
The Persimmon Way – an integral part of our customer care strategy which clearly defines an end-to-end build policy for all regional businesses
Independent Quality Inspectors for every business.

In addition to this, 2021 will see the launch of an innovative new customer portal, providing an online resource for every new customer.

Persimmon Pledge

Right from the outset, we pledge to support our customers fully and work in partnership with them to make their dreams of homeownership a wonderful reality. You can read more about our Persimmon Pledge HERE

Our Complaints Procedure

We’re committed to delivering the highest standards of customer service across all stages of the home-buying process. However, we understand that customers may need to get in touch if there’s a problem. Find out more about our Complaints Procedure HERE

Helpful videos for new homeowners

Buying a new home is an exciting time, but you'll also have lots of questions. We've put together a handy selection of 'how-to' videos to help you get to know your new home.

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Supporting your communities

Our Community Champions programme was established in 2015 and has already donated more than £3 million to over 3,500 good causes across Great Britain. Every month whilst the programme is running, our 32 regional businesses together give away 64 donations of up to £1,000 each. It's easy to apply for your local good cause.