We have a movement

Firstly thank you to everyone who has contacted me so far either on here or on social media to express both their support and willingness to hold Persimmon Homes to account over their failure to do their jobs. I’ll be following up with you all shortly.

Secondly I wanted to share the latest on my own experience with Persimmon. Regular readers will have read my initial complaint letter to Persimmons CEO, if not its available here (Best make a cupper and grab a few biscuits as it goes on a bit) (https://angrymanblogblog.wordpress.com/2014/11/14/persimmon-complaint-an-example-of-over-promising-and-under-delivering/)

As jokey as my complaint may have been it did express a number of genuine issues, mainly:-

  • Why does there seem to be such a massive disconnect between persimmons sales team and their construction team when it comes to regular updates and ability to hit completion dates
  • Why do Persimmon assume that once they have your money that you neither want to hear from them about progress (If any) or actually view your property more than once (And no I do not count calling us to ask for further money for ((expensive)) extras from their catalogue as regular contact)
  • Why do Persimmon feel that putting families through regular stress and changing plans is acceptable?
  • Why do Persimmons contractors not know basic principles of construction and installation or have an ability to follow plans? See the bit about the solar panels and loft hatch in my letter

In addition I do wonder why Persimmon who believe they are a reputable company feel the need to have paid social media likes and shares on their social media pages, yet seem totally out of their depth and unable to deal with customers genuine complaints on social media. (read this for more info – https://angrymanblogblog.wordpress.com/2014/11/17/an-open-letter-to-persimmons-social-media-team/)

Anyway I’m digressing a little here. A week ago I sent a huge complaint letter to their chief executive office. And since then I’ve had not a dickey bird from them. Until now…

Below is an email I received just this afternoon from them. I’ll let you read it first and then suggest a few issues I have with this response:-

Dear Mr Mancini

 Thank you for your email to Mr Fairburn who has asked me to reply.

 Firstly may I take this opportunity to apologise that your experience of buying a new Persimmon home has not been as it should have and we have failed to deliver your new home to the time scales we had anticipated.

 The building industry has seen this year an unprecedented demand for both material and labour and we simply have not been able to meet what would have been realistic time scales to build your home. This issue is currently effecting the whole of the UK and we had not foreseen the full extent of this at the time of your reservation. This does not in any way mitigate our responsibility to you and you have purchased in good faith and based your decisions and arrangements around the information we have given you. I realise that this will have caused huge frustration and inconvenience for which I am very sorry.

 I have asked my colleagues to look at each of your specific concerns and we will come back to you in more detail before the end of this week.

 

Kind regards

 

Andrew Fuller

Managing Director

Persimmon Homes / Charles Church Anglia

Colville Road Works

Lowestoft

Suffolk

01502 516784

Nice enough right? Although disappointingly it seems Mr Fairburn is so busy he has to allocate it to one of the many other ‘Managing Directors’ Persimmon seem to have (Maybe they should employ some more builders?- just a thought)

Anyway I wanted to address a few points in this response:-

we have failed to deliver your new home to the time scales we had anticipated.

Good of them to finally admit they’ve failed. Its not just about timescales though is it. Its about the fact that Persimmon only ever want to pick up the phone to customers when they want to draw some more money out of them. Come and look at all the (expensive) added extras you can buy, luxary items like a TV Aerial, or TV points in bedrooms, or carpets, or curtain rails in rooms, how about tiling up to the ceiling in your bathroom from the half mark point (£350) or a mixing tap in the main bathroom (£250)

When it comes to wanting to know whether you should rebook your removal date or checking to see if your mortgage quote will still be valid in a months time they seem to go quiet and quote the need to check with ‘head office’. Better yet when they acknowledge a delay they seem to take an age to get back to you with a new date. It never seems to occur to these guys that at the end of that phone line is an anxious customer, and an anxious customers family, possibly another anxious family waiting to hear from the affected family as to whether their chain of house purchasers is still on?

The building industry has seen this year an unprecedented demand for both material and labour and we simply have not been able to meet what would have been realistic time scales to build your home

Barrett homes don’t seem to have had this problem this year? I could list a few others. On top of this I have a serious concern with Persimmons inability to plan ahead. We’ve come out of a recession in the last 18 months. All predictions for the last two years have said there will be an urgent need for house builders to build more homes. Planning applications are going up all over the place. Demand is far outstripping supply, and has done for at least 18 months. Yet Persimmon in all of their strategy and planning didn’t see this coming? If I was a shareholder I’d be asking some serious questions now. That’s a heck of a lot of lost profit sat right there in that statement.

This does not in any way mitigate our responsibility to you and you have purchased in good faith and based your decisions and arrangements around the information we have given you

No you are correct Persimmon. This doesn’t mitigate your responsibility or your duty of care as a house builder. We did base our purchase on good faith that your company would be able to supply a home on the agreed completion date. Heck even when the completion date shifted by a few months I was understanding and supportive of the fact that things change and dates do get missed. But six months? And for the ridiculous reasons we’ve been given? (Building under power lines, lack of materials, lack of quality builders). None of this gives me any confidence the finished home (When it eventually gets finished) will be to the high standard we had hoped for. Looking online at other customers issues, in some cases stretching to years after they have moved in gives us even less confidence.

I realise that this will have caused huge frustration and inconvenience for which I am very sorry

No Mr Fuller, we passed frustration and inconvenience about 6 months ago. Its been replaced with complete and utter anger and abject hilarity at how incompetent one company can be and how losely they can play by the rules and appear to get away with it.

Look up crap in the dictionary and if there was any justice in the world you’d see Persimmons tiny logo beaming back at you.

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