Housebuilder Persimmon is to conduct an independent review into the way it handles snagging, construction inspection and customer care, led by chair Stephanie Barwise QC, who is involved in the Grenfell Tower public inquiry.
Barwise, of Atkins Chambers, is representing the larger of the two groups of victims (survivors, bereaved relatives and former residents of Grenfell Tower) in Grenfell inquiry.
She is expected to present the initial findings of the Persimmon review, which will be made public, in the final quarter of 2019.
The areas the review will cover include:
- Customer care approach, systems and culture
- Snagging and finish rectification processes
- Speed and consistency of response to issues
- Construction inspection regime
- Quality assurance processes
- Advertising and marketing protocols
- Alignment of governance and incentives in meeting customer outcomes
The review is expected to take into account the views of customers, suppliers, employees, trade bodies, local authorities, civil servants and experts across the wider industry.
Persimmon said that despite the fact it does not construct high rise buildings, it was also committing to adopt the principles of the Hackitt Review, designed to effect culture change within the construction industry.
Chairman Roger Devlin, said: “Persimmon is committed to listening carefully and changing rapidly as we seek to improve our reputation among the key stakeholders in the business. Our objective is clear: we must ensure that all our customers are provided with the care, service and high-quality homes that they rightfully expect.
“An independent review is an important exercise which will establish whether the many changes we are making are going far enough and fast enough for the benefit of both our customers and our wider stakeholders in the business.”
