2010 Persimmon Homes Blog

Archive for April 2010

Persimmon Homes had over 450 complaints logged with BBC Watchdog programme.

Persimmon Homes also had the biggest file of customer complaints logged with BBC’s Watchdog.

Whilst I can relate to the customer experiences with Persimmon Homes (we bought from Charles Church, the luxury brand within the Persimmon Group plc, which also trades as Persimmon Homes) and we would strongly disagree by the claims of Persimmon Homes in responding in the article.


We thought Charles Church would repair faults with our new home, provided they were reported in the first 2 years. However, it seems Charles Church has no interest in repairing such faults, and this is now nearly 4 years on from moving in and reporting many major construction and safety related structural faults. As well as electrical, plumbing, central heating and gas fire complaints. So far the 2 year warranty has it appears been a sales tool, and a delaying tactic, and nothing more.

All Charles Church seems to want to do is to delay and procrastinate. Charles Church Customer Services have been useless to a degree one would never have imagined possible. Failure after failure, mistake after mistake, always the same consequence, faults remain unfixed, and Charles Church Customer Service making new excuses, again and again and again.

With new review site on Charles Church, both quality of their new homes, and the problems with customer service, coming on line shortly, it will be interesting to get a broader range of experiences (which to date are all similarly unpleasant) to see if perhaps after roughly 10 years of Persimmon Group plc ownership, they might actually start to get their house in order.

New Homes should be covered by the sale of goods act in the UK. That’s the view of the SCC (Scottish Consumer Council), and it’s our view to.

We believe the complaints we have had as customers of Charles Church could and should have been avoided, and if the builder, Persimmon Group plc or NHBC are not going to resolve faults, then the protection offered by the Sale of Goods Act would have made a dramatic difference. We beleive including new homes built by Persimmon Group plc, within the sale of goods act would have prevented the anxiety, stress and inconvenience we felt or suffered.

But in the UK currently, new homes are not covered by the Sale of Goods Act, so one has more rights buying a new Matsui toaster than buying a new home from Charles Church.

Despite Charles Church referring to us as a valued customer, we feel more like a cash cow, they’ve taken our money, using a nice looking show home and glossy marketing to win our trust and give the ‘perception’ of quality (in joke, with Charles Church internal newsletter, regarding how they give customers the ‘perception’ of quality during the sales process).

Yet nearly 4 years on we still have numerous faults in our new home, and the builder is using one tactic after another to avoid admitting to them, or fixing them. Good one Charles Church, you make every day feel like April 1st.


  • Bob: Perhaps the New Home Builders are enjoying the econmic climate a bit TOO MUCH :(
  • M. Farley: Walked around a new Charles Church Show Home last week, and found same issues discussed above, noisy bouncy floors. when will they fix this? From read
  • Debbie Brown: Neat idea! Can't beat something that makes cake easier to eat and carry.