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Housebuilder criticised for poor customer service on national television

News article from adnet Solutions: Housebuilder criticised for poor customer service on national television

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Housebuilder criticised for poor customer service on national television

The UK's largest national house builder In February of 2003, the UK's largest national house builder Persimmon Homes Limited was criticised for poor customer service on a prime time edition of the BBC's consumer programme Watchdog.

more resently in November of 2004 David Wilson Homes, a large national builder was criticised on the same programme. Complaints included poor workmanship, subsidence and poor customer service.Aside from Persimmon's appearance on Watchdog, this is a problem that affects the entire industry. According to Inspector Home , 84% of new homes are found to have snags and defects.

This type of damaging public relations incident illustrates the need for house builders to consider their business processes associated with the handling of customer complaints. adnet Solutions is pleased to announce that their Defect Tracking System is specially designed to allow house builders to provide a cost effective means of handling customer issues. The Defect Tracking System provides a centralised facility for the logging of issues, repair status, and full customer dialogue history. Statistics can be extracted in order to ascertain repair times and fault trends, thereby enabling house builders to fully understand the issues and costs involved.

adnet Solutions provide specialized Internet and website services for a number of house builder clients, including Stamford Homes , Midas Homes and Cabot Homes . adnet Solutions also has extensive experience in providing consultancy services aimed at improving customer service through the use of its Customer Delight Engineering methodology and software application.


  • BBC Watchdog's report on Persimmon Homes

  • Inspector Home - dedicated to providing inspections, support and advice for owners of new homes in the UK
  • Defect Tracking System

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    Content last modified 30 June 2004