Category Archives: Persimmon

Persimmon Homes Announce Independent Review

Persimmon Homes announces an “independent review of workmanship, culture and customer care”

Following on from Persimmons announcement last month of its 1.5% homebuyer retention scheme, made in response to growing criticism about the quality of its homes, Britain’s worst housebuilder – rated only 3 stars by its own customers five years in a row, is now launching an independent review of its customer care, culture and workmanship as part of an attempt to move on from the executive pay scandal and complaints about its defective homes.The wide-ranging, independent review will be led by Stephanie Barwise QC of Atkin Chambers,  and will look into Persimmons customer care approach, systems and culture, quality assurance processes, and the speed and consistency of its response to issues. The company intends to publish the findings towards the end of 2019. It seems strange that Persimmon has chosen to employ a QC to conduct its independent review. However with her “expertise lies in civil engineering and construction disputes” and “considerable experience in alternative dispute resolution methods including adjudication and mediation.” perhaps not.Independent review of Persimmon homesSince the introduction of Help to Buy in 2013, Persimmons share price has more than doubled. Persimmon relies heavily on the scheme with almost half of its buyers having used Help to Buy last year.

In a company statement Persimmon said:

“Persimmon has been focused on rapid change and improvement of its customer care culture and operations, and on eliminating cases of poor workmanship. To assess the effectiveness of the new measures and processes and to determine whether they appropriately position the business for the future, Persimmon’s board … has commissioned an independent review.”

This Persimmon “independent review of its culture, workmanship and customer care” looks to me little more than a plastic, public relations stunt designed to obtain some credibility with third parties and a government that has already indicated it is mindful to suspend Persimmons access to Help to Buy. Even the death of a 4-year old child caused by a defect in a Persimmon home didn’t force change, but as soon as James Brokenshire threatens to take away access to the Help to Buy gravy train, Persimmon make two press release announcements in as many weeks!

Persimmons culture is one of unparalleled boardroom greed. Driven by a hunger for increasing profits year on year, whatever the cost, with total indifference to its reputation, build quality and its customers.

Year after year Persimmon has said in their annual reports:

In 2016, Jeff Fairburn said:

“The Group’s priority is to serve our customers well by providing good quality new homes and great service. During 2015 we invested substantial resources in new customer focused initiatives to improve our customers’ buying experience and our NHBC/HBF 3 star rating.”

In 2017, it was repeated:

“During 2016 we have continued to invest additional resources in new customer focused initiatives to improve our customers’ buying experience and our NHBC/HBF 3 star rating.

In 2018:

“Delivering good quality new homes with a high standard of customer service is a priority for the Group. Although we have increased our build numbers significantly in recent years, our quality control procedures and increased use of standard house types have helped to maintain our build quality.”

This year Persimmon said:

“Delivering a good quality product for our customers and providing high levels of customer service throughout the home buying process is a top priority for the business.” and more recently: “we hear the message that we need to continue to raise our game in customer care.”

Do Persimmon Homes really need an in-depth, independent review of the way it has been operating to find out where it could, if it chose to do so, improve? It is inconceivable that those on the board haven’t known for many years what they are doing, building very poor quality defective new homes and what they are most definitely not doing, putting their customer first. Why do Persimmon routinely refuse to allow buyers’ professional snagging inspectors access before legal completion?  “Company policy” they tell their customers”

Persimmon could ask their employees. Here is what a Contracts manager no less said about the company!

Ask the thousands of unhappy customers


And Persimmon need an independent review?
They could ask their buyers 13,476 members on the Facebook Group Persimmon Unhappy Customers’  There are many stories like this online, going back many years. Persimmon even made a counter claim against one of their buyers for the cost of repairs to his home! Persimmon appear to go out of their way to be confrontational and intransigent to any customers who take issue with the builder. The phrase “the Customer is always right” isn’t even on their radar if this story from the North East Evening Chronicle is anything to go by. Persimmon   failed to fix defects for nine months in this house.

Why don’t they also publish their 9-month NHBC customer survey results for the last 5 years?  Plenty in there to show those head burying, bean-counters on the board that are now, apparently, so keen to discover where it all is going wrong!

So do you really need a root and branch “independent review” of your business practices at Persimmon. It’s obvious what is wrong when you do things like this?

“They chop down trees, build shoddy homes and go to the lavatory. On Wednesdays they sell dodgy leaseholds and have buttered scones for tea!”

Cutting down around 260 trees and more than 80 metres of hedgerow from the eastern boundary of their Millennium Farm development is hardly going to improve Persimmons public image. North East Lincolnshire Council believe Persimmon have “breached planning regulations”, and has launched an investigation to discover whether they have been working outside their agreed terms.

Persimmon built homes with missing cavity fire barriers. In Cornwall  In Devon with their development in Cranbrook was the first development site identified. In fact this could be a widespread systemic omission/defect. Perhaps Persimmon owe it to their customers to be conducting an independent review into why and how hundreds, maybe thousands, of their new homes can be built with a potentially fatal defect.

When it is discovered by buyers they first deny it then say it is limited to one site. Eventually forced to check many developments as the issue becomes known to BBC Watchdog.   The difference between Persimmons financial performance and customer satisfaction is so stark, this, surely, is an area where the government should take an interest. James BrokenshireYet the most we have heard are comments from James Brokenshire, the housing secretary, that he will be “considering carefully” how developers that are part of an updated Help to Buy scheme from 2021 should “meet the standards and quality that customers expect and deserve”. We’ve heard it all before James – nothing has changed! Be careful, as voters will remember you as ‘James Brokenpromises’

Persimmons latest headline grabbing homebuyer retention scheme is strangled by restriction and limited only to the defects buyers spot the day they get their keys. How daft do Persimmon think we all are?

These smokescreen PR gestures will not change Persimmon. In fact, I firmly believe that once the company has fooled government and secured approval to continue with the next extension of Help to Buy, the homebuyer retention scheme will be quietly ended and the independent review report will be ignored, gathering dust on a boardroom shelf. If Persimmon did really want to change, it needs to do much more and even then, it will take a generation to repair its terrible reputation as Britain’s worst housebuilder.

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Persimmon Launches Homebuyer Retention Policy

Persimmon announce 1.5% homebuyer retention policy

Persimmon homes - giving greed a bad nameIn a blaze of positive publicity, under headlines such as Persimmon homebuyers can withhold money until faults fixed (well not exactly); the housebuilder everyone loves to hate, has launched what is claimed will be a ground breaking initiative and a first for the industry, in response to overwhelming criticism about the quality of its homes, the obscene corporate greed-fest of executive bonuses and its part in the leasehold scandal,  Persimmon homebuyer retention “allowing buyers to withhold an average of £3.600 per home until all faults are fixed”

Nils Pratley in The Guardian suggests the homebuyer retetention could have been called the ‘Jeff Fairburn memorial clause’ – an eye-catching gesture designed to combat Persimmon’s reputation for corporate greed, as embodied by Fairburn’s infamous £75m bonus.”

A few weeks ago Nils said, in another well-written article: “It’s nice that the housebuilder wants to address its substandard scores for customer service, but shouldn’t this thought have occurred when the executives, Jenkinson included, were racking up their millions?” 

Not forgetting, this is a company that has also now admitted it lobbied government in 2015 to abandon the zero carbon policy for new homes.

In the Financial Times, Persimmon’s recently-appointed CEO Dave Jenkinson said:

“Persimmon is listening hard to all of its stakeholders and we hear the message that we need to continue to raise our game in customer care.

CEO Dave Jenkinson announces Persimmon homebuyer retention

“The initiatives we have already announced, including the action taken in the new year to deliver greater accuracy of anticipated moving in dates by adopting a more targeted approach to the phasing of sales on specific sites and the improvements and investments that we have made in our customer care team, operations and technology over the last few months are beginning to take effect.

“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.  

“Moving into a new home should be a positive experience enhanced by all the benefits of a new build that is designed for modern living.  We are determined that the experience is not overshadowed by teething problems and providing a homebuyer’s retention is an important step towards achieving this.

Chairman Roger Devlin, said:
“This is a first among the UK’s large housebuilders and I hope will lead the way in change across the sector. This move, and the urgency with which we will introduce it, is a clear and unambiguous signal of cultural and operational change at Persimmon putting customer care at the very centre of the business.”

Other “improvements” include offering maintenance appointments at weekends and out-of-hours opening of customer care departments.

In the big announcement, Persimmon said it “would implement the homebuyer’s retention, by writing into its standard sale contract that 1.5% of the property value (£3,600 on average) could be withheld by the buyer’s solicitor until any faults identified at the point of key release are resolved

The homebuyer retention policy, announced in haste, won’t be fully in place until the end of June 2019 – so much for its claim “we are now accelerating the pace of change”! But why wait until June? It’s hardly Brexit! Well, the end of June is Persimmon financial half-year, so homes could be rushed to get them included for the half-year. In addition, Persimmon will need to start building better, much better and all homes completed after the end of June, will not yet be started.

But quite frankly, this could easily be implemented at the beginning of April, fittingly perhaps on April Fool’s day as in my opinion, buyers and the government would be fools if they believe this small sticking plaster on a disgraceful housebuilder that gives greed a bad name, will make any noticeable positive difference for buyers.

Unlike the Barratt 5-year warranty, which despite its exclusions, was a corporate statement of quality: “our product is so good we are so confident we can afford to give our buyers a longer warranty”  The Persimmon homebuyer retention announcement shouts: “our product is so bad, we have decided to allow our customers to withhold part of their payment until we have sorted out defects”

This scheme is also  unlikely to cost Persimmon anything, with any costs being borne by the sub-contract companies it employs.  Retentions are deducted on all sub-contractor payments. Half is usually returned 6 months after the buyer moves in, with the balance normally after two years. The percentage retention is negotiated at the time the contract is drawn up, often used by housebuilders as a bargaining tool to force their sub-contractors to discount their rates or accept payment terms “monthly valuation on account.” Most sub-contractors tend to view any returned retention as a bonus, as it is priced into their rates.

Persimmon homebuyer retention – so what is not to like?
This is not as it first appears. For a start, this only applies to “faults” (I prefer the term defects) that excited and distracted buyers note and report at the time they are first given the keys. Why not make it for ALL DEFECTS notified to Persimmon in the first 6 or 9 months? It should not be limited to just those small, quickly dealt with, cosmetic “faults” which may, or more likely, may not be spotted by buyers on the day they first get the keys to their new home.  This will certainly not be of any help to buyers that later discover they have weak mortar, cracking render, issues with their floors or serious fire safety issues like this 

If Persimmon really are “determined that the experience is not overshadowed by teething problems” why does the company routinely refuse to allow their buyers and/or their professional snagging inspectors access to their homes to check the property before legal completion?

Persimmon "Teething" problem?The homebuyer retention monies are also to be held by the buyer’s solicitor. In most cases this is highly likely to be one that Persimmon has suggested, recommended, or in some cases, even bribed or required the buyer to use. A recent government inquiry found conveyancing solicitors are too close the house builder. There is a clear conflict of interest. The report says: “buyers’ interests ‘cannot be served where they are coerced into using developer-recommended conveyancing solicitors, who rely on repeat business from developers and may not be inclined to put their client’s interest first.”
This is also against the Law – The Consumer Protection from Unfair Trading Regulations 2008, In addition, it also breaches requirement 2.5 of the “limited in its scope” Consumer Code for Homebuilders and SRA rules on conflicts of interest. Yet this has been going on for years! Furthermore, as Patrick Hosking notes in The Times, “there’s a danger the scheme will descend into countless legal disputes, with buyers’ solicitors quickly swallowing up that cash buffer in fees” indeed, as sure as night follows day.

Sebastian O’Kelly, 58, chief executive of the Leasehold Knowledge Partnership, told The Times: “Persimmon has an open-ended liability on the snagging issues. If they build something appalling, and so many of our plc housebuilders build houses and flats with major defects, then they have a responsibility to fix them. I don’t think consumers would be able to take much comfort from this.”

So why are Persimmon doing this?
The homebuyer retention initiative comes following statements that the company is to improve customer satisfaction levels after being dogged by complaints about poor build quality. There had been murmurings lately about a buyer’s retention. Paula Higgins from the Home Owners Alliance told The Times last month that her idea of buyer’s being able to hold a 2.5% retention for 6 months “would be a powerful incentive for builders to put problems right”   I told The Times it would be an “administrative nightmare” and that “6 months would be too short.” Unbelievably, I even found myself agreeing, for the first time, with Steve Turner of the Home Builders Federation , when he said that “introducing retentions as the rest of the construction sector is scrapping them is a crude and naïve suggestion that could reduce consumer protection and risks creating a long drawn out legal process – the new homes ombudsman is a better way to help buyers.”  Trade bodies call to scrap retention Retention in construction under review

Pressure from Government – withdrawal of Help to Buy
In February, The Guardian reported that Persimmon’s right to use Help to Buy was under the scrutiny of Housing Secretary James Brokenshire, who was considering stripping Persimmon of its right to sell properties using Help To Buy because of poor satisfaction levels and concerns on the housebuilder’s behaviour. Persimmon has benefitted immensely from the Help to Buy scheme. Nearly half its 16,449 home sales last year were made through the taxpayer-funded scheme.

A source close to the minister said:
“Leasehold, build quality, their leadership seemingly not getting they’re accountable to their customers, are all points that have been raised by the Secretary of State privately,”

Help to Buy, should never have been extended and should now be cancelled on economic grounds but, if the government wants to keep the housebuilders’ gravy train running, originally due to end in 2016 yet twice extended, first until March 2021 and more recently to March 2023, Government should at least attach a few requirements and conditions that specifically benefit new homebuyers.

Persimmon needs evidence to shoe that they are changing their behaviour under the threat of parliamentary time being found to debate this, perhaps even a select committee inquiry. The homebuyer retention scheme, weekend appointments and the changes to customer care availability hours are little more than tokenism to keep government at bay. It looks like a cheap PR job which has given the company some much needed, positive, coverage in the quality national press.

Persimmon’s premium rating by the NHBC and LABC/PREMIER GUARANTEE may have increased dramatically. The homebuyer retention scheme may be being used to reduce their warranty premiums like an insurance voluntary excess.

An attempt to improve Persimmon’s dire HBF 8-week survey 3 star rating
Persimmon rated 3 star for 5 years in a row!Persimmon Homes have been rated just 3 stars for the fifth year in a row. Jenkinson even mentions the “contracted retention, which will, give homebuyers far greater satisfaction at the completion of the purchase” –  in other words early on, just as the 8-week, HBF survey arrives in their post or inbox. Is it really an “unambiguous signal of cultural and operational change at Persimmon, putting customer care at the very centre of the business.” or a calculated measure to improve their HBF 8-week survey scores and 3-star rating? Given Persimmon claims 79% “satisfaction” which is just 1% below the 4 star rating, you would think giving a few £250 John Lewis vouchers to buyers would have been a cheaper option!

A spokesman for the Home Builders Federation told The Times: housebuilders had “delivered consistent improvements in customer satisfaction over the past two years” and he was again not keen on Persimmon’s housebuyer retention saying it “should not be seen as an option for housebuilders generally.”

No doubt with Persimmon now learning how to “play the star rating game” the heavy weighting of their current 3-star rating drag on the overall satisfaction scores over the last 5 years, the overall satisfaction score at least, is certain to improve, even if in reality, the actual new homebuyer satisfaction does not.

This industry’s reinterpretation of defect into snag has been one of the great distortions of the narrative surrounding new homes in recent years. The likes of Persimmon will be more than happy to agree a 1.5% retention – which they are likely never to have any intention of recovering, is cheap when compared to the loss of access to Help To Buy and other possible government sanctions such as a land-banking tax.

A clear indication that Persimmon has got this wrong is their statement:
“we hear the message that we need to continue to raise our game in customer care.” When actually it is the quality of construction and inspection regimes where improvements are required. It is not a case of putting out the fires quicker, but of fire prevention, getting it right first time, or at least before buyers get their keys!

As with Barratt in the eighties, it will take a generation to turn around Persimmon’s reputation, forever historically tarnished by corporate greed, poor quality homes and contempt and indifference to its own customers. Britain’s top site managers won’t want to go there and have their CVs forever tarnished. Those that do, will justifiably demand huge salaries for their sacrifice. In directing attention to the newly moved in and including quality and customer care in site managers’ bonus calculations is a step in the right direction that should improve their HBF survey star rating. It is a recipe that Barratt have adopted with success over nine, 5-star rated years. It is amazing it has taken Persimmon so long to either begin to care about it, or cotton on!

Persimmon Annual Report 2018 27 Feb 2019
Range of new customer service initiatives implemented in late 2018 showing encouraging initial results. The Group is confident these measures will improve its customer satisfaction score once they have had time to take effect”

CEO Dave Jenkinson “A wide range of projects to improve customer satisfaction commenced in late 2018 and the initial results have been encouraging, giving us confidence in our ability to make progress in this important area”

Chairman Roger Devlin: “Alongside that we are changing our pay and incentives to include greater emphasis on both quality and customer care with plans that are more rigorous than we have had in the past.

“Delivering a good quality product for our customers and providing high levels of customer service throughout the home buying process is a top priority for the business. For the year to 30 September 2018, the percentage of our customers who would recommend Persimmon to a friend under the independent Home Builders Federation (HBF) survey was 79%, in line with the prior year and just short of the four star threshold of 80%. The Group has continued to invest in its customer care systems and resources during the year and this will continue to be the case in 2019 as we remain determined to improve customer satisfaction levels.”

But talk is cheap! Persimmon have said it all before!

Persimmon Annual Report 2016 27 Feb 2017
“During 2016 we have continued to invest additional resources in new customer focused initiatives to improve our customers’ buying experience and our NHBC/HBF 3 star rating. This is yielding further improvement in performance with the majority of the Group’s operating businesses showing progress. Prior to customers moving into their new home we have improved our communication processes with them to provide greater understanding of the progress we are making in constructing their new home. We have strengthened our build management processes to facilitate delivery to expected timeframes. Additional support is being provided through reinvigorated processes to demonstrate the features of the new home to customers, assistance with identifying any small remaining issues on moving in day and providing improved systems and processes for our customer care teams to support the prompt rectification of any outstanding matters. Customer care performance is reflected in relevant employees’ remuneration to support a closer alignment to the Group’s objectives. Whilst these initiatives are delivering tangible improvements in our customer satisfaction ratings we remain determined to deliver further advancement this year.“

Persimmon  Annual report 2015 on 22 February 2016.
CEO Jeff Fairburn stated:
“The Group’s priority is to serve our customers well by providing good quality new homes and great service. All of our team are[sic] responsible for delivering high levels of customer satisfaction….Our sales teams across the business are trained to provide excellent levels of service to our customers.”

“During 2015 we invested substantial resources in new customer focused initiatives to improve our customers’ buying experience and our NHBC/HBF 3 star rating. We have introduced dedicated customer liaison managers on our larger sites, improved communication processes with our customers, introduced new processes to strengthen our build programmes and provided additional resources in our customer care teams. These initiatives are showing some early signs of improvement in our customer satisfaction ratings and we will continue to pursue this agenda to secure further progress this year.”

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Persimmon Homes Employee Reveals All In Secret Recording Of Meeting

Persimmon Contracts Manager’s site meeting rant.

Secret recordingA few weeks ago I was given part of a secretly recorded site meeting. In the recording, which I am of the opinion is genuine, a Persimmon contracts manager expresses his opinions.  The priorities of Persimmon Homes – would appear to be, build as many new homes, as quickly as possible. Or in his own words let’s make as much f***ing money as we can; let’s slash out as many f***ing units as we can because the market allows us.”  

This is part of a two-hour recording, made in November 2015 during a Persimmon Homes South Coast Region sub contractor’s site meeting. It was sent to me by one of the sub contractors, also told me:

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Builders shares crash as Britain votes to leave the EU

It would appear that the house builders’ share price rise since the financial crash of 2008, has been built on the same dodgy foundations as some of their houses are. A business model built on selling sub-standard houses to sub-prime borrowers.

This was illustrated during the first two days of trading following the UK’s historic vote leave the EU. Worst hit in the initial market panic were Banks and shares in the listed house builders. Despite this, some ever-greedy directors used the Friday crash to buy more shares on the cheap, known as “catching a falling knife” and promptly lost another 15%! Taylor Wimpey Non-Exec director Dame Kate Barker, 59, who produced the Barker Review on housing supply in 2004 – which resulted in the industry setting up the HBF Customer Satisfaction Survey two years later, but has failed to have any impact on improving either supply or quality – bought 20,000 Taylor Wimpey shares for £26,953 but the shares closed down 15% leaving her with a paper loss of £3,800.

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Persimmon CEO Jeff Fairburn £93m bonus windfall

“The test of our progress is not whether we add more to the abundance of those who have much; it is whether we provide enough for those that have too little.” …Franklin D Roosevelt

I was disgusted when I first reported on Persimmon Long Term Incentive Plan (LTIP) in April 2013  – I still am.

This week, Persimmon’s LTIP bonuses have come into further criticism and were the subject of universal widespread condemnation. Apart from their PR company spokesperson, no one can possibly agree that bonuses on this scale can be justified, even if there has been exceptional performance. Investment giant, Royal London Asset Management said Persimmon was being insensitive when many were suffering from their failure of house builders to construct enough homes, Mike Fox went further saying the payments were “too high in all circumstances”.   The LTIP payments have been critically publicised this week in The Guardian, Daily Mail, Telegraph, Independent and on the BBC website.

Beleaguered Persimmon buyers across the country must have recoiled in disgust when they learned of the scale of the projected payments that 150 Persimmon executives will trouser over the next five years if, as seems likely, the twice extended, Help to Buy gravy train keeps on running all the way to house builders’ bank accounts until 2021.

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Persimmon counter claim against their buyer for £8,000 for the cost of repairing his house!

Persimmon issue counter claim to recover cost of repairing new house in Sunderland.

Persimmon Homes, rated just three stars by their own customers in the industry’s  “satisfaction survey,” appear go out of their way to be confrontational and intransigent to any customers who take issue with the builder. The phrase “the Customer is always right” isnt even on their radar if this story from the North East Evening Chronicle is anything to go by.

Vince Wareham Persimmon Render Photo

An unhappy Vince Wareham outside his Persimmon new home at Alexander Park in Sunderland.

New homebuyer Vince Wareham told the Chronicle about his shock when he learned Persimmon were taking legal action against him in an £8,000 counter claim, after he decided to take the house builder to court, claiming £2,950 in compensation for remedial works carried out on his new home.

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Why are private roads so common on new housing developments?

“The council do not adopt new housing estates anymore”

Private roads (as defined by Sections 203 to 237 (Part XI) of the Highways Act 1980) are a highway not maintainable at public expense. The local highway authority is therefore under no obligation to pay for its maintenance. Responsibility for the cost of maintaining a private road rests with the frontages – the owners of properties with frontages on such roads.

Flooded road at Bovis

Bovis development – Homes finished but not the road!

It is now becoming increasingly common on new housing developments that roads and other public areas are not being taken over and adopted by Local Authorities. With the roads and landscaping areas remaining private ownership, all new-build homebuyers on these developments are legally responsible for their maintenance, repair and insurance, paid for via years of ongoing, potentially ever increasing, annual management charges.

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Have Persimmon Tried To Buy A Better HBF Star Rating?

Can buyers trust HBF  builder Star Ratings?

The HBF National new home customer satisfaction survey is now in its eleventh year. The house builder star ratings (awarded by the HBF) “are allocated according to the proportion responding Yes..” to Question 1 of the survey: “Would you recommend your builder to a friend?…. Yes or No”    The more that respond “Yes”, the better the builder’s star rating.

During research for a previous article concerning claims made by the HBF in the 2016 survey results, I considered the possibility that builders’ sales and site management may be influencing their buyers to respond more favourably in the NHBC 8-week survey. After enquiring on social media, buyers from Britain’s two largest house builders, Persimmon and Barratt, who together built over 31,000 new homes last year, publicly expressed their opinions and claims:

Persimmon HBF SurveyJP (16 October 2015) said: “I’ve bought a recent new build from Persimmon and o boy what a joke their after sales are. I would like to point out I love my flat it’s them that annoy me. We have all been bullied and harassed to tick the first box on the NHBC survey that we would recommend a friend. Obviously didn’t tick it and because I naively ticked share my opinions Persimmon are now treating me like dirt……They were ringing us Saturday and Sunday and I quote “If I do you a favour now, you can do me a favour and tick the first box” They didn’t give a **** about our problems just whether we had said yes or no.”

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A personal plea to Construction Minister Nick Boles

Dear Mr Boles,
You recently said that you regard house builders as the “unacceptable face of capitalism” after seeing first hand the shoddy workmanship of two house builders in your own constituency, adding housebuilders   “need to design beautiful places that respect the local environment, and they need to build houses to a high quality which will stand the test of time. If they don’t, I cannot and will not defend them.”

I have been campaigning for 8 years via my website www.brand-newhomes.co.uk and my blog www.new-home.blog.co.uk to make the public more aware of the poor quality and design of new homes and housebuilders’ poor and often non-existent after sales service.

Your government has done more for the house building industry than any other government and continues to be the “gift that keeps on giving”. Only this week, stamp duty was reformed. Whilst this is good news for the majority UK house buyers and very welcome, it is also particularly good news for housebuilders, now able to increase their prices even more now that stamp duty threshold ‘chokes’ have been removed. This follows the 20% discount on new homes for first-time buyers under 40, in addition to: NewBuy, FirstBuy and the biggest taxpayer subsidy of all: “Help to Buy” which has ‘helped’ house builders to record profit rises by increasing average selling prices by 20%. Furthermore, your government has relaxed planning rules, requirements to build affordable housing,  Section 106 obligations, Community Infrastructure Levy and the zero-carbon homes policy. There has never been a better time to be a major British home builder.  Ask, and ye shall receive!

If it was not for the dogged determination of Kirsty Burton and her neighbours, perhaps you would never have witnessed first hand the dire quality standards at a Persimmon estate in your constituency. You personally also discovered the complete contempt housebuilders have for anyone calling them to task over the quality of their homes and their indifference to dealing with defects in their customer’s homes. Quite frankly, if a government minister is unable to get a satisfactory response from Persimmon CEO Jeff Fairburn, what chance have the buyers of this company’s new homes?

But please do not make the mistake that this is a new phenomenon,  restricted to just one or two housebuilders on a handful of developments. It is a national epidemic!

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Persimmon fail to fix defect in new home for 9 months

Buyer Cara Waligura reported a nasty smell emanating from the bathroom of her new Persimmon home soon after she moved into her new home on the South Shore estate opposite Blyth beach. But Persimmon failed to resolve the drainage problem until recently – nine months after it was first reported!

She told “Mr Justice” of the Evening Chronicle how Persimmon’s contractors left a “gaping hole” in the bathroom whilst trying to identify the source of the stench. She said: “Our new home stinks and so does Persimmon!”

Durgo

Defective “Durgo” was the cause

“Since moving into our newly-built home in January we have had to endure a horrible drainage smell in the bathroom. We are now nine months into complaining but we are getting no joy. After many calls and tears we still have a hole in the bathroom wall and an awful stink in all of the upstairs.”

Apparently even the NHBC issued three warnings to Persimmon to carry out work that is required under their Buildmark warranty.

John Eynon, deputy managing director for Persimmon Homes North East, told the Evening Chronicle: “This issue has been on-going for some time but time-scales have been agreed for it to be resolved.   I would stress that the design complied with building regulations and NHBC technical guidance at the time of occupation and was accepted by the NHBC.   Subsequent investigations and works to try and remove the smell have been ongoing and the final solution was agreed with the NHBC to vent the soil pipe to the atmosphere, in lieu of the durgo valve that had been fitted.  Unfortunately, there was a delay in completing the works due to organising suitable sub-contractors to minimise disruption.   We apologise that the problem was not quickly identifiable but the solution should resolve the matter now.   I have personally made several attempts to contact the customer whilst my customer care team have been dealing with the issue.”

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