Our Customers
Reinforce trust: customers at the heart of our business
We aim to be a trusted partner which reliably delivers an outstanding experience from the moment a customer starts their research into buying a home, through the sales journey and after occupation.
Average selling price in 2024
How we do it
- We provide attractively priced, good quality homes.
- We offer a range of sales schemes and incentives that help our customers to overcome constraints, enabling them to purchase their dream home.
- We invest in our people, providing robust training pathways (a combination of in-house and externally accredited training) and improved tooling that delivers better employee experiences, in turn enabling our teams to better service our customers.
- We are looking to strengthen and develop all three of our brands, Persimmon Homes, Charles Church and Westbury Partnerships, with the growth in Charles Church and Westbury serving to create additionality to our customer base.
- We have placed an increased emphasis on marketing and continue to make improvements to our website and our customers’ digital journey.
- We have dedicated customer service throughout our customers’ journey.
Progress
- We are delighted to have been awarded the HBF five-star rating for the third year in a row and pleased to report a 310bps improvement in customer recommendation on the NHBC eight-week customer satisfaction survey.
- Our Trustpilot scores continue to improve with Persimmon Homes scoring an average of 4.5 (2023: 4.2) and Charles Church 4.4 (2023: 4.1), reflecting our continued focus on customer service.
Aligning to our sustainability strategy
- During 2024, we delivered over 5,000 homes in the year that have a form of renewable energy (48% of the homes delivered in the year). This is a significant increase from 2023 where we delivered over 1,500 homes with a form of renewable energy (17% of the homes delivered in 2023).
- The average SAP rating of our homes is 86 (equivalent to a ‘B’ EPC rating).
- Through our Placemaking Framework, we are integrating sustainability into the design of new communities, providing green spaces, sustainable transport and Biodiversity Net Gain.
How do we measure the effectiveness of our engagement?
The following metrics are regularly reviewed by the Board when considering progress against our five key priorities:
Persimmon Homes Trustpilot score
(2023: 4.2)
Our score continues to improve, reflecting our improved customer service and brand reputation.
HBF customer satisfaction survey scores
The eight-week and nine-month HBF surveys represent our key customer service metric. We are proud to be a five-star builder with an eight-week survey score of 96.0%.
Customer story
A smooth and simple first-time buyer experience
When Aaron and Jasmine bought their first home at Orchard Mews in Pershore, they found the process to be far less complicated and stressful than they had imagined buying a house would be. Here’s their story:
“We heard that buying your first home was a long daunting process, but from our experience the only thing we can say is how quick, simple and reassuring the whole process was.”
“Choosing a Persimmon new build meant we could start enjoying our home straight away. We like new builds because everything’s brand new. No waiting, no chain and energy-efficient appliances. It’s modern, it’s clean and it’s a blank canvas for us to personalise.”
Our Suppliers
We recognise the importance of maintaining an effective and engaged supply chain in delivering our core focus areas.
Our SuppliersOur Charitable Activities
Persimmon helps to support our communities by making donations to local charities and community groups in the areas where we operate.
Our Charitable Activities