Persimmon Homes creates new customer care director position

Persimmon Homes has appointed a new customer care director as the company looks to enhance its focus on customers.

Persimmon Homes creates new customer care director position

Sonia Da Costa

Sonia Da Costa brings a wealth of experience to the business having worked in customer service roles for more than 20 years.

The newly created role covers all of Persimmon’s 31 regions across England, Scotland, and Wales, making sure customers receive exceptional service and relevant communications before, during and after they’ve moved in.

Sonia, who will be looking to utilise her extensive industry knowledge, says she’s looking forward to the challenge.

She said: “It’s a very exciting time for me personally and I’m really enjoying the role so far.

“I believe keeping customers fully informed throughout the homebuying process is key to making the whole experience as simple as possible.

“From the moment someone reserves a new Persimmon home, I want the experience to be easy and informative each step of the way.”

All Persimmon homes are protected by a ten-year structural warranty and a two-year fixtures and fittings warranty as standard.

Sonia added: “I want our teams to take care of every customer, not just when it comes buying but also after they’ve moved in.

“All of our employees are trained to provide a high level of customer service and to deliver our comprehensive pre-move and after-sales pledge.”

Dean Finch, group chief executive, said: “I want Persimmon to become known for both outstanding service as well as outstanding value, consistently delivering five-star homes.

“Sonia’s appointment is an important step in achieving that by enhancing our customer care before, during and after a purchase.

“I would like to take this opportunity to welcome Sonia to Persimmon and wish her every success in her new role.”

An independent review into the effectiveness of customer care measures and processes at Persimmon in 2019 revealed issues with fire prevention measures and “poor workmanship” on Persimmon properties.

The company launched the review in April last year after it came under scrutiny over the quality of its work and an executive pay scandal.

And in February, Persimmon announced it has made a provision of £75 million to address cladding safety issues on 26 buildings in its legacy development portfolio.

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