Bovis Properties has put aside £7m to compensate clients who have been bought homes that have been unfinished and had electrical and plumbing faults.
The home builder mentioned the latest experiences of a big variety of clients “fell beneath the excessive requirements they rightly anticipated”.
To sort out the issue Bovis is introducing a sequence of measures to enhance customer support.
It introduced a three% fall in pre-tax earnings for final 12 months to £154.7m.
Nonetheless, income was up 11% to £1,1bn and the variety of properties accomplished rose 1% to three,977.
Shares slid greater than eight% to 772p.
In its results statement Bovis mentioned its “bold development technique” over the previous 5 years had led to “progressively growing operational challenges”.
“Our customer support requirements have been declining for a while and mixed with the delays to manufacturing in the direction of the 12 months finish, we have now entered 2017 with a excessive degree of customer support points,” mentioned interim chief government Earl Sibley.
“Our customer support proposition has failed to make sure that all of our clients obtain the anticipated excessive normal of care,” he added.
The corporate mentioned its manufacturing processes had not been “sufficiently sturdy” to deal with its development technique and sources shortages within the trade.
Additionally it mentioned it had not designed and resourced its clients service proposition and course of appropriately to “ship a ‘buyer first’ tradition”.
Chairman Ian Tyler mentioned the measures the group was introducing to sort out the customer support issues meant Bovis would full 10% to 15% fewer homes in 2017 in contrast with final 12 months, earlier than returning to regular ranges.
“The basics of the enterprise stay robust, with our market positioning mirrored in our prime quality southern biased land financial institution,” he mentioned.
In January David Ritchie stepped down as chief government after eight years within the position, weeks after warning over earnings.