(If there are any “inaccuracies” I am happy to re edit. Do Barratt site employees offer their buyers inducements (free extras and alterations etc) in return for good marks in the HBF 8-week survey? In 2013, a Barratt contracts manager told me that a proportion of their site manager’s £10,000 maximum annual (“best in the business”)  bonus (unusually, paid in monthly instalments) is dependent on his buyers returning an average five-star (92% or more) survey satisfaction score each month. (Obviously didn’t) They couldn’t do enough for us pre survey. ), Breaking HBF rules: No year and wrong colours, “Rule 7. It is essential to have reliable, honest and true measures of customer satisfaction for new-build homes. Not Persimmon, however, which has a lowly three-star rating, along with the likes of Keepmoat and Lovell. Housing Redress Consultation – Government finally publish response. Whilst Persimmon's plans to deliver consistently higher levels of quality and service go far beyond a focus on the criteria of the HBF customer satisfaction survey, the ongoing improvement in our HBF rating, which is trending strongly ahead of the Four Star threshold, is tangible evidence of … This will mean house builders won’t know when buyers receive it, making coercion more difficult. The company was criticised for a series of failures and accused of focusing on achieving a five-star rating from the Home Builders Federation, rather than building high-quality and safe homes. After further discussions with this Persimmon buyer, it was confirmed that the voucher was indeed for £250 and not £25. To avoid the perception and/or possibility of influence, Members must not be present when the respondent completes the Survey, Rule 27. Survey results are published annually in March each year. An annual industry survey has once again placed Persimmon among the UK’s worst major housebuilders, but there was better news for Barratt Scotland, Mactaggart & Mickel and Miller Homes. Indeed, she said this was underlined by the fact that an unnamed Persimmon subsidiary, which exhibited the highest incidence of build failures, actually achieved the HBF’s five-star rating. Whilst Persimmon's plans to deliver consistently higher levels of quality and service go far beyond a focus on the criteria of the HBF customer satisfaction survey, the ongoing improvement in our HBF rating, which is trending strongly ahead of the Four Star threshold, is tangible evidence of … It is a positive outcome if a housebuilder chooses to make changes as a result of reviewing homeowner feedback.”. We weren’t happy to answer that question positively which the sales team knew at the time so bribed us with that voucher”. Compare sites within a division. Redress? This is asked just eight weeks after  legal completion. Last year Persimmon were rated 3 stars by their customers. Persimmon chairman Roger Devlin said that under Mr Jenkinson's leadership "Persimmon has invested in a range of customer care and quality initiatives, prioritised customers over … 1 day Aberdeen’s new annual budget incorporates provisions to reduce carbon emissions, including a £19.4m hydrogen production hub. Persimmon Homes Reviews 1.18 Rating 119 Reviews 3 % of reviewers recommend Persimmon Homes Company Reviews Questions Metrics Merchant Metrics Customer Service Communication Channels . It would be helpful if you could have a note of the. For example, out of a total 6,034 survey responses, it would only need as few as 240 buyers who intended to respond “No” to be persuaded to respond “Yes” to provide a 4% swing. All house builders building 300 or more new homes already know, as shown above! RNS Number: 4639 L Persimmon PLC 13 January 2021 TRADING STATEMENT- WEDNESDAY 13 JANUARY. A customer-satisfaction survey that dissatisfies customers and produces false information is an embarrassment to the industry and those conducting it. No put in but they would give me one! It is my opinion that the buyers’ quotations in this article, reproduced entirely as they were originally written on posts freely made publicly on Facebook, that would be considered by a reasonable person, to be true and the opinions or experiences of these private individuals. The review said that Persimmon needed to move away from a focus on getting high marks from the Home Builders Federation (HBF). Only allow builder’s a star rating if the number of surveys returned equate to at least 50% of the private homes they build in the survey year. Barratt state on their website that they are now: “recognised as the highest quality national housebuilder” “We are industry-leading in terms of our quality…” A fact that could perhaps be justifiable on the basis of their site managers winning more NHBC Quality Awards than any other house builder. “Therefore, if Persimmon does want to be, and be known as, a builder of quality homes, its aspirations cannot be realised simply by achieving a four or five star HBF rating.”. However, once the invitation process has started Members should not discuss the survey with the respondent or pressurise them to complete it. An annual industry survey has once again placed Persimmon among the UK’s worst major housebuilders but there was better news for Barratt Scotland, Mactaggart & Mickel and Miller Homes. If you have any future press enquiries, we have a group email – persimmon@connect-pr.co.uk.” Regarding the £250 vouchers I specifically asked the PA to Jeff Fairburn if any of the main board directors were aware of the vouchers and if not, what it the Company’s official response or comment? When I first contacted Barratt about their buyers’ comments, a Barratt Developments spokesperson said: “We have very high standards regarding the accuracy of our NHBC customer surveys. The significant progress being achieved is illustrated by Persimmon's most recent HBF survey rating 2, which has been trending above the five star threshold since the start of 2020. The Home Builders Federation (HBF) runs a star rating system based on supposed customer satisfaction; its members strive to achieve a five star rating – and most of them succeed. Rule 22. In 2008, Persimmon were rated 2 stars. In a survey of 60,955 people, it … The APPG Inquiry report is due out mid-May! For NHBC registered builders (completing more than 300 units a year for private sale) the NHBC automatically operate a standard customer satisfaction survey service and provide a licence for house builders to view the results online. This might be sufficient to change a builder’s star rating from a possible 2 star (less than 69.9% “Yes”) to 3 star (above 70% “Yes”). In its response to the report, Persimmon’s board agreed that aspiring to be four or five star builder did not necessarily mean that its homes were constructed to the highest level of quality. Buyers on one particular Barratt development at Clovenfords near Galashiels in Scotland claim that: KS (all 19 March 2016) said: “Another person on the same site, this person moved in before LW, notice she informed the regional office of this incidence but senior staff choose to ignore. Rule 24. I also asked whether they are aware that some builders incentivise their customers to complete the survey with more favourable responses than they might otherwise have done and what action would be taken against any builder found to be breaking star rating/survey rules? We take any allegations of wrongdoing by any of our employees extremely seriously and have systems in place which allow our customers to report such matters in a number of ways. This would also make it less likely that house builders would victimise buyers for submitting unfavourable survey responses. Can buyers trust HBF  builder Star Ratings? Members may not offer respondents any direct financial or other benefit or incentive that is any way linked to completing the Survey or answering any of the questions in the Survey in a particular way. Rule 25. It is more important to gather authentic feedback about customer satisfaction from the survey. HBF’s national new homes customer satisfaction survey of house builders was launched in 2005 in response to recommendations in the Barker Review of Housing of 2004. The review said that Persimmon needed to move away from a focus on getting high marks from the Home Builders Federation (HBF). Old wind turbine blades to reinforce HS2 concrete, Keller vibro piling achieves 90% cut in carbon emissions, Construction's green shoots start to show, Self-employed face lock-out from public sector sites, Cruden starts on Kirkintilloch housing scheme, Click here to view more construction news », Persimmon review highlights star rating pointlessness. 1 day Cruden Building is set to start construction of new affordable homes at the site of the former Lairdsland Primary School in Kirkintilloch. Survey results are published annually in March each year. HBF customer satisfaction survey, the ongoing improvement in our HBF rating, which is trending strongly ahead of the Four Star threshold, is tangible evidence of the progress made so far. I even queried the amount of the voucher! No error identifiers have been given since the 2010 results. The Star Rating results (until 2011) stated: “The star ratings are based on sample estimates, and are therefore subject to sampling error. Email news@theconstructionindex.co.uk. Email, Telephone . A close call! Members can not refer to in any way a dated Star Rating awarded in previous years.”. 1 day Bits of old plastic wind turbine blades are to be trialled for use instead of steel rebar to reinforce concrete on parts of the HS2 project. 1 day Keller has worked with ExxonMobil to construct more environmentally friendly foundations for a major refinery expansion project in Singapore. They offered to do it for free if we gave good feedback in the survey. The nationwide survey from by the Home Builders Federation (HBF) awarded Persimmon just three stars out of five for customer satisfaction. For each estimate, there is a 95% chance the true figure lies within an error range either side of the sample estimate. The results for the year to 30 September 2019 (published 31 March 2020), based on 63,418 surveys returned (63%) show a slight "improvement" on the overall industry-quoted "Satisfaction" ay 89% as judged by the Home Builders Federation based on just the " recommend a friend " Question 1 of the survey. Just out of interest was everyone promised the earth when they first moved in if they gave a really good marks on the HBF survey”, LW said: “Hahahahaha K!!!!! HBF’s national new homes customer satisfaction survey of house builders was launched in … on Have Persimmon Tried To Buy A Better HBF Star Rating? In reply Steve Turner at the HBF told me: “clearly builders can offer incentives as part of their marketing, but it is against the rules to offer incentives that relate to the survey. Clicking on the chart shows “all the results to all survey questions broken down by month for the current survey year.” The star rating indicator (shown above) summarises the year-to-date responses to the question “would you recommend your builder to a friend.” House builders can also click on the dial to display a league table showing their rank “against anonymised peers over the last 12 months on a question by question basis.”, The NHBC say that house builders can: “Compare divisions within your organisation. The design guidelines for use of the Star Rating logo are defined in Section 3. The Home Builders Federation (HBF) star rating is a measure of quality as perceived by the customer shortly after completion, rather than a measure of the TRUE QUALITY and safety of the build.” “Therefore, if Persimmon Homes does want to be, and be known as, a builder of quality homes, its aspirations cannot be realised simply by achieving a four or five star HBF rating” Queries Resolved In . The Home Builders Federation (HBF) star rating is a measure of quality as perceived by the customer shortly after completion, rather than a measure of the TRUE QUALITY and safety of the build.” “Therefore, if Persimmon Homes does want to be, and be known as, a builder of quality homes, its aspirations cannot be realised simply by achieving a four or five star HBF rating” The results are updated with new responses everyday enabling house builders to track “how satisfied their customers are.”, In particular “the radar chart shows year-to-date scores for each question in the survey and compares with a benchmark group”. Here are some examples: LS (19 March 2016) said: “Our site manager wanted to be present whilst I filled in the survey. It would appear that the HBF rules are being broken and knowingly! Then was told one day if I didn’t do the survey I would have to live with my kitchen like that! !”, KS asked LW “do you mind if i share this.”, LW replied: “Don’t mind K. I’m pretty sure S was promised stuff too….. we definitely weren’t the only ones…”  “out of 74 homes on the development i know this has happened to at least 18 of us. HBF’s national new homes customer satisfaction survey of house builders was launched in … The HBF’s star rating is based on customer reviews … I wasn’t allowed my steps at the front down to my garage/driveway until I had given at least 9/10 on the survey! Barratt homeowners have given their opinions in posts on social media, which a reasonable person might take to indicate that they were offered incentives in return for giving “good marks” in the HBF survey. The Home Builders Federation (HBF) runs a star rating system based on supposed customer satisfaction; its members strive to achieve a five star rating – and most of them succeed. The nationwide survey from by the Home Builders Federation (HBF) awarded Persimmon just three stars out of five for customer satisfaction. Rule 23. Rule 8. (Other bonus criteria included: customer care, NHBC inspections and Health & Safety.) We also have policies and training regimes in place which meet best practice. In any customer survey, financial incentives offered to staff based on survey results will always have the potential to corrupt the results, no matter how strong the corporate culture is. Glad it’s over, our house/garden is (nearly) finished. …………………………………………………..!” [SIC]. Once response are received they cannot be amended or retracted due to the potential for the respondent to have been incentivised or otherwise influenced to dishonestly amend or retract their response.”. A builder’s current star rating can be checked by clicking here. I think this was by far, the most shocking response I received. Survey results shouldn’t be used to measure employee performance. If you continue to use this site we will assume that you are happy with it. He said most of his region’s site managers received “at least 70%” (around £583) of the maximum bonus available each month. Apparently the vouchers were ordered by Persimmon’s sales department and were then being passed to the site sales offices. We welcome the planned introduction of the New Homes Ombudsman which will further enhance consumer rights in our industry. PERSIMMON has been named Britain's worst major housebuilder again after criticism over "shoddy workmanship" and fat cat pay. Try asking the question nine months after completion, the review report recommends. I found negative comments about the developer after reserving as well, so I thought I should respond to this. Members may encourage homeowners to respond to the Survey by informing them of its existence prior to the commencement of the invitation process which begins exactly 8 weeks after legal completion. It also states that Persimmon was more concerned with achieving a five-star rating from the Home Builders Federation (HBF), the UK's largest … The company was criticised for a series of failures and accused of focusing on achieving a five-star rating from the Home Builders Federation … ………………. In response their PR Company said: “I can confirm that Persimmon won’t be commenting within your article. With Direct customer feedback – You can see attributed customer comments in your reports if customers opt to let you see their verbatim responses.”  (see NHBC 2 minute video above), An NHBC spokesperson told me “Sharing homeowners’ feedback with housebuilders can assist them in understanding where improvements may/could be made. It is a self-completion census done by the purchasers of new build homes. After a damming result it all turned very sour, 2 years of fighting and various NHBC claims. I also asked if Persimmon kept a list of buyers on developments, those most likely to give unfavourable responses in the HBF 8-week survey. I believe this is a matter of public interest, as the house building industry so often refers to their 8-week survey results as confirmation and evidence of high levels of both customer satisfaction and quality. Home » Have Persimmon Tried To Buy A Better HBF Star Rating? The company was criticised for a series of failures and accused of focusing on achieving a five-star rating from the Home Builders Federation … Why is the Conservative government dragging its heels over housing reform? Rule 21. This would ensure house builders are less likely to offer “incentives” as they would have to implicitly trust buyers to give positive responses. Members may not make any alteration (as to size, shape, colour and any other characteristics) to the Star Rating Logo nor at any time use any other logo or device which is similar to or may be confused with the Star Rating Logo. Members may only use the Star Rating Logo and their Star Rating in a manner whereby the number of stars actually awarded and the year in which they were awarded is clearly stated. One of Persimmon’s subsidiary brands that does have a five star rating also has the highest incidence of missing or incorrectly installed cavity barriers – a nationwide problem in Persimmon timber framed homes highlighted by the review. Properly enforce the star rating scheme rules, with sanctions for house builders found to be breaking them. I’ve had to be the hardest person I can be throughout the process, it’s paid off.”, JG (19 March 2016) said: “Never offered anything, but did get a knock on the door with a request to give a 5 star review.”. It will be more effective to share relevant, genuine, honest feedback with employees so that they in turn can serve customers better in the future. Have Persimmon Tried To Buy A Better HBF Star Rating? Guess what tho they de care! Disrespectful Bellway Homes Fit Signs Over Remembrance Poppies. 12 months since the successful launch of the Group's industry leading Homebuyer Retention Scheme with over 40% of new customers taking advantage of the Scheme in the first half of the year Make all survey responses 100% anonymous, rather than leave buyers to tick a box. I contacted Persimmon to provide an opportunity for comment to either confirm or deny whether any Persimmon Group employees have ever offered any incentive to their customers, such as store vouchers or free extra works, in return for a positive response from the buyer completing the 8-week HBF Customer Satisfaction Survey; in particular a “Yes” to Question 1 – the star rating question?. Rule 11 states: “Members may not use or refer to the statistical data underlying their Star Rating in the public domain.” Why? Members must not under any circumstances seek to intercept the survey whilst en-route to or from the respondent and NHBC. I would like to point out I love my flat it’s them that annoy me. The recent detailed statement from a Barratt Developments spokesperson said: “Your article contains a number of significant inaccuracies in respect of which we reserve our position. 2 days The Construction Leadership Council is working to get rid of self-employed construction workers from public sector projects by 2024. In 2007, Persimmon were rated 3 star but the results indicated an ‘α’, meaning after taking into account the error margin, the true figure could lie within the lower 2 star band. He wanted me to call him in the minute it arrived. It is not known if the “substantial resources” referred to includes incentives given to buyers in the form of £250 John Lewis vouchers. It is a self-completion census done by the purchasers of new build homes. HBF’s national new homes customer satisfaction survey of house builders was launched in 2005 in response to recommendations in the Barker Review of Housing of 2004. We have introduced dedicated customer liaison managers on our larger sites, improved communication processes with our customers, introduced new processes to strengthen our build programmes and provided additional resources in our customer care teams. We wanted our downstairs toilet to be taken out. The Persimmon review says: “Whilst of course it is important for Persimmon to engage with its customers following completion, it may be better to do so in ways less focussed on the award of HBF stars.”. The new home customer satisfaction survey must be made 100% independent of the house building industry and audited. View individual homeowners responses.”  “Identify problems fast – We will send you email alerts if any poor performance scores are received so you can take immediate action. How do house builders know when they need to “act” to get a higher Star Rating? The agent in these two cases is the fourth on this site, my dealings were with the first agent. Now IF it is not company policy it certainly seems to be the policy of the East of Scotland regional office.”, KS said: “Barratts are ……………………..which is the only reason there 5 star. This article is my honest opinion of the buyers’ own claims that any reasonable person might also conclude. Members must not be present when the respondent completes the Survey. Prevent house builders from seeing their scores until the survey is published. In line with the Bribery Act 2010 Members must not incentivise or pressurise respondents into completing the Survey with dishonest responses, this applies to all questions in the Survey including the respondent’s right to keep their responses anonymous. There is a disconnect between the award of stars via the HBF Survey and true build quality (as opposed to perceived quality immediately after purchase), the report says. clear signal of cultural and operational change at Persimmon, putting customer care at the very centre of the business. Got a story? Will hopefully find others in due course”, SS said: “KS, I was asked to give 9 out of 10! We are currently reviewing the issues raised on the Facebook group in question.” Adding, “I just wanted to assure you we are actively looking into this issue and will definitely come back to you with a more detailed statement on it.”. Obviously didn’t tick it and because I naively ticked share my opinions Persimmon are now treating me like dirt……They were ringing us Saturday and Sunday and I quote “If I do you a favour now, you can do me a favour and tick the first box” They didn’t give a **** about our problems just whether we had said yes or no.”, DI (7 Dec 2015) said: “ We bought with Persimmon. The FTSE 100 housebuilder is seeking to improve its customer service levels, as well as the build quality of its homes, as it looks to increase its HBF rating from its current three-star level. …………………………… Our neighbours were told they’d provide them some more paving slabs on the basis that provide Barratt with a good survey. 1 day The British construction industry again outperformed the overall economy in January 2021. 6177490]. The sales team had a list of people they knew wouldn’t say yes to ‘recommending a friend’ and so knocked on the doors of those people’s houses to incentivise them.”. How closely some house builders might scrape into the next star rating? I phoned barrett and told them this! Taylor Wimpey, Bellway, Bloor, Crest, and Churchill Retirement Living, all lost their five star rating. GL confirmed: “Yes definitely £250 it was shocking to us too. If the builder is displaying the wrong star rating then you should inform HBF. the builders name, the address, and details of the star rating and how it is being displayed (for example on … An ‘α’ indicates that, taking account of the error margin, the true figure could lie within a lower star band.”. The house builder star ratings (awarded by the HBF) “are allocated according to the proportion responding Yes..” to Question 1 of the survey: “Would you recommend your builder to a friend?…. An ‘α’ indicates that, taking account of the error margin, the true figure could lie within a lower star band .”. It could also be because they are the only house builder to have been rated ‘five stars’ in the last seven surveys. The Negative It wasn't exactly plain sailing. In 2009, Persimmon were again rated 3 star with the ‘α’ indication that the true figure could lie in the lower 2 star band. Customer care improvement plan initiatives continue to drive improvements in our quality and service-Throughout 2020, Persimmon's HBF survey rating 4 has been trending ahead of the five star threshold. In it CEO Jeff Fairburn, who is due to receive 934,992 share options worth £19.8million in December next year, stated: “The Group’s priority is to serve our customers well by providing good quality new homes and great service. The HBF National new home customer satisfaction survey is now in its eleventh year.