Independent review will attempt to engage with 100,000 people across the UK


Source: Duncan Andison/

The independent review commissioned by Persimmon into issues including poor quality around its new-build homes and how quickly the firm deals with customer complaints has launched its consultation.

The housebuilder was embroiled in a hugely damaging row last year over the quality of its new-build homes, as well as the multi-million-pound pay package awarded to its then-chief executive Jeff Fairburn.

Following a barrage of criticism from customers over building faults and lengthy snag lists in March this year Persimmon launched a retention scheme for its customers which would see an average of £3,600 held back by a homebuyer’s legal team if faults are identified at the point of purchase.

This was later extended to a week from the point of customers moving in.

Persimmon chairman Roger Devlin launched the review into its practices in April this year, which is being headed by Grenfell fire survivors’ representative Stephanie Barwise QC.

The review team said it expected to contact more than 100,000 people across the UK through “direct engagement, the consultation website and interviews.

“The consultation is specifically hoping to hear from customers, suppliers, employees, trade bodies, local authorities, civil servants and experts across the wider industry as the review team seek input to their report,” it added.

The review team will be looking for “input on construction and inspection regime, quality assurance processes, customer care approach, systems and culture, as well as snagging and finish rectification processes, speed and consistency of response to issues, advertising and marketing protocols and alignment of governance and incentives in meeting customer outcomes”.

In April, when he launched the review, Devlin said: “Our objective is clear: we must ensure that all our customers are provided with the care, service and high-quality homes that they rightfully expect.

“An independent review is an important exercise which will establish whether the many changes we are making are going far enough and fast enough.”

And speaking at the launch of the consultation this week the Persimmon chairman said he hoped “as many of our stakeholders as possible will take the time to contribute to this important process and I am very grateful to them for participating”.

Barwise said: “My team and I will have directly contacted 60,000 stakeholders and hope to see further input through the consultation website from a wide variety of people and organisations who have a relationship with Persimmon. I look forward to receiving extensive feedback to inform our findings,” she added.

The review team will publish the results of its research in late 2019.