Persimmon announced it would introduce a “customer care improvement” plan, causing its share price to fall on Thursday.
The housebuilder announced the move following mounting criticism over the quality of its properties.
As part of the plan, Persimmon said it would offer homebuyers the option to retain 1.5% of the property value until defects found are resolved.
On average, each home will cost around £3,600, the company said.
Dave Jenkinson, Chief Executive Officer of Persimmon, said:
“Persimmon is listening intently to all of our stakeholders and we hear the message that we need to continue to grow our capabilities in the area of customer care. A more targeted app for our sales steps and the improvements and investments we make for our customers. By hiring Roach, our care team, operations and technology over the past few months are now beginning to pay off, including the steps we took in the new year to improve move-in date accuracy. , is accelerating the pace of change through the introduction of contract retention, which gives homebuyers far greater satisfaction at closing.
“Moving into a new home should be a positive experience, enhanced by the benefits of new construction designed for modern living. We believe this experience will be overshadowed by teething problems. We are confident that this will not happen, and providing homebuyer retention is an important step in achieving this.”
Persimmon Chairman Roger Devlin added: “This is a first of its kind among the UK’s leading house builders and we hope to be at the forefront of industry-wide change. “This move, and the urgency with which it is introduced, will put customer care at the heart of the business. It clearly and clearly represents a shift in Persimmon’s cultural and business operations.”
The FTSE-100 company’s (LON:PSN) stock is down -3.25% as of 12:07 PM (GMT).
