Moneywise helps a reader whose dream home was ruined by Persimmon.
My partner and I bought our dream home from housebuilder Charles Church just before Christmas last year. The snag list was very long and some items are still unresolved. We have been told in discussions that the finishing of the property was rushed due to the company’s end-of-year deadline.
We have been left with windows with very visible scratches and a poor finish to our property. I have tried to resolve this with Charles Church. However, my last correspondence with it has been ignored. I am at a loss as to what to do next. Any support would be gratefully appreciated.
BG, Crook, County Durham
This seemed as if it would be quite a simple case. BG provided photographic evidence of the damage and, as she had a strong case, the builder should have put things right.
Charles Church is part of the Persimmon building group, which has come under fi re recently for its senior executives taking tens of millions out of the firm in annual bonuses.
The company responded promptly to our request for help. A spokesperson for Persimmon Homes said: “Thank you for drawing this issue to our attention. Our customer service team will respond directly to BG regarding her concerns.”
We asked BG to keep us informed. She did. What happened next was nothing.
A couple of weeks later, we went back to Persimmon for an explanation. Our emails went unanswered. An attempt to resolve the situation over social media failed.
Two months later and after many more emails and no customer service contact, we had to give up. It is shocking that a huge publicly listed company such as Persimmon can treat new homeowners so shabbily.
In fact, a recent survey from the National House Building Council revealed that a whopping 93% of new-build homeowners reported problems with their properties.
Probably because of that shocking statistic, there’s a Consumer Code for Home Builders that requires them to treat consumers fairly.
As part of the code, unhappy new homeowners can ask to be referred to an independent dispute resolution service. I’ve advised BG to do that. For details of the scheme, visit Consumercode.co.uk