Over a month in to our new house purchase from Persimmon and I feel relatively safe in now bringing to an end my running commentary on the process of buying (and waiting) for a home from Persimmon. I’d say its been enjoyable but I’d be lying (badly). The house is still standing and the majority of snagging issues we’ve discovered so far have all been resolved. We have working broadband, a turfed back garden and working solar panels. The majority of this has only been made possible by the people on the site who through the dogged determination of their head office to cock everything up still managed to build our home and fix problems we had.
So in summary what have I learnt over the last 12 months?
- Never, ever, ever (Cannot emphasise this enough) purchase a new build property
- If you are silly enough to ignore the above point then please make sure you never, ever, ever (Don’t think I’m joking here) purchase a new build property from Persimmon Homes
- If you ignore both of the above points then prepare yourself for the worst levels of customer service you are ever likely to experience
- Take anger management classes. These classes will give you some level of preparation with how to deal with idiots when you undoubtedly have to start speaking to Persimmons head office department
- Take a creative writing course. This will aid you when constructing the many complaint letters you will end up writing to Persimmons head office once polite phone call discussions have gotten you nowhere. Always remember to send two copies as they are guaranteed to ‘mislay’ the first copy
- If you are concerned at having to do all these extra things then don’t worry. Its not like you’ll be moving into your new home anytime soon…
- Purchase a good phone package with extra free minutes. This way when you have to start doing Persimmons job for them when it comes to returning promised phone calls you won’t end up with a large phone bill at the end of each month
- Consider growing a beard. I managed to produce an impressive set of face fuzz over a two week period whilst I waited by the phone for a call back from persimmons head office. This was of great comfort to me when I woke up in the local hospital from malnourishment as I hadn’t ventured to the kitchen for a fortnight whilst I waited for the phone call that never came
- See the funny side of things. I took pleasure in the simple things in life, like watching a multi million pound company ably manage to cock up basic common sense situations, like placing solar panels on the wrong side of our house, or constructing a loft hatch halfway over a wall and expecting this to be acceptable. You’ll laugh through some of your own experiences with Persimmon, after you’ve gone though the other emotions. Like pain, suffering, stress, depression and grief
- Ensure you are on good terms with your current landlord or mortgage lender. So when you tell them repeatedly that you are moving out and then ask to extend your contract or mortgage they are understanding of your plight. Better yet tell them you are buying a property from Persimmon. At which point they will give you at least a 12 month extension to your contract just in case.
Serious stuff I’ve learnt…
- Stuff gets delayed, deal with it, but when stuff gets delayed repeatedly and you end up having to do a company’s job for them, document it, keep a diary and a record of every single call and letter or email you’ve had to send and where you feel it should have been the responsibility of said company
- Get them to agree in writing. No excuses that way
- If you feel you’ve suffered a financial loss then the chances are you have, so claim compensation for your lost time and earnings from the company who have made the mistake. A company suddenly becomes very willing to do stuff once you start suggesting invoicing them for your lost time and effort
- Don’t accept the first offer and don’t take no for an answer
- Big companies like this behave and act in the way they do because they believe (Rightly in many cases) that customers are too scared to take them on. Don’t be. You have a ridiculous amount of legal rights available to you that companies like Persimmon hope you don’t know about. Visit your local CAB or find a friendly solicitor who offers the first hour free for advice.
- Use social media. Large companies hate looking a shower of the brown stuff in front of other customers who haven’t made up their minds on whether to spend their money with a company. By making your issues public and ensuring potential customers of said company can see it you are more likely to get the resolution you want and quicker
- Read the small print in everything you sign from a company
- Try and see the funny side of the situation, if you can’t, write a blog about it. It’s a cathartic experience doing this
So there you have it. Practically 12 months after reserving and paying a deposit and six months after the completion date we are in our home and settled. I may occasionally revisit this situation if and when the after sales support from Persimmon requires it.
As for the rest of this blog I plan on continuing to write about the good, bad and ugly of customer service and the companies that get it right or badly wrong. Keep reading and commenting