# Persimmon Plc New initiative launched to further improve customer care

- Link: https://www.directorstalkinterviews.com/persimmon-plc-new-initiative-launched-today-to-further-improve-customer-care/412770223
- Published: 2019-03-21T07:44:37+00:00
- Author: Charlotte Edwards

**[Persimmon Plc](https://www.directorstalkinterviews.com/ftse-company/persimmon-plc/psn.l)**(
LON:PSN)  is today announcing that it will become the first major house builder 
to offer a homebuyer’s ‘retention’

· New initiative launched today to further improve customer care

· The latest in a series of measures to assure high finish standards and improve
customer care

· A retention of 1.5% (6% of the build fabric costs, average £3,600) to be retained
by the buyer’s solicitor

Persimmon today announces that it will become the first major UK housebuilder to
adopt a policy of providing a homebuyer’s retention, by writing into our standard
contract that 1.5% of the total home value (equating to around 6% of the build fabric
costs) can be withheld by the buyer’s solicitor until any faults identified at the
point of key release are resolved. The average amount withheld, based on our current
selling prices, will be approximately £3,600 per home. The Company has instructed
its legal advisers to start work on drawing up the detail of our new standard contract
and expects the policy to be fully in place by the end of June.

> **Dave Jenkinson, Chief Executive Officer of Persimmon, 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. 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.”
> **Roger Devlin, Persimmon’s Chairman, 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.”

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