In the firm's annual report at the beginning of the year, Taylor Wimpey CEO Peter Redfern said
:
"During 2015, we achieved a customer satisfaction score of 86% (2014: 87%). We are disappointed that this has slipped. Whilst we operate in a cyclical market, we strongly believe that a customer centric approach is needed throughout the cycle. During 2015 we completed an in-depth review of every aspect and stage of our Customer Journey, to identify areas of improvement and to deliver a better homebuying experience for our customers.
Throughout the review, our focus has been on understanding our customers’ priorities to enable us to deliver at and ahead of expectations. We have also commenced the process of rolling out our new customer approach across the business with a focus on three main areas: our culture, management structure and process. This is to ensure that going forward we deliver the right product, supported by excellent customer service to all our customers at every stage of their journey with Taylor Wimpey.
As part of this new approach, we have developed a customer mindset focused on delivering proactive, positive and professional service, which we want to ingrain in our behaviour with customers. We have also developed and will be embedding four customer commitments in the business, focused on getting it right first time, communicating well, keeping promises and finding solutions.
In addition, during 2015, we have enhanced the capability and size of our customer service teams across the regional businesses, with the introduction of a number of key new roles. In 2015 we developed and started to implement a training programme to equip those employees interacting with our customers with the right skills to deliver a consistently great service.
We are pleased to see a positive trend in customer satisfaction in the monthly survey scores in the second half of 2015. Customer service will remain a key priority for Taylor Wimpey in 2016 and on an ongoing basis."
All I can think is that your Taylor Wimpey region is making sure that they are delivering and can say that they have done all the snagging if asked by the board directors.
Alternatively they could be trying to justify that they have been more than helpful in the past and that further demands from you (the expensive, time-consuming major items) are unjustified.
Or if by "head office" you mean their main one at High Wycombe, as opposed to the regional office, it could be they are gathering evidence to either dismiss a regional director, or perhaps for their defence at an employment tribunal.
Quite frankly, if Taylor Wimpey don't have their own record of what they have done in your house then tough. I would just list what is left to do and the trouble you have had trying to get it sorted and say there was so much over such a long period, that you can't remember it all as it was so stressful trying to get Taylor Wimpey to accept their warranty obligations and carry out the necessary remedial works.
