Helping our customers build a PerfectHome

Our vision is to provide access to top quality products and services which will improve the lives of our customers every day, every week and every year.

PerfectHome is a household goods retailer offering quality products and choice to customers through weekly, fortnightly or monthly payment options.

Established in 2006, PerfectHome has opened 60 stores in high streets and shopping locations across the country, creating more than 550 jobs to date. Within the next 12 months, the company plans to create a further 100 new jobs.

PerfectHome provides flexibility, allowing customers to spread the cost of the things they need in a way that suits them. It enables customers on smaller incomes and with limited credit options, to furnish their home or replace essential appliances using a payment plan they can afford. 86% of customers* would recommend PerfectHome and 95% of customers* are satisfied with their purchase.

The business rests on being a responsible lender and a caring, service-focussed retailer offering quality goods.

PerfectHome store teams provide a personal service, recommending the item best suited to each customer's requirements and budget.

Responsible lending

As a responsible lender, PerfectHome has a number of robust processes in place that help assess and verify the customer's ability to meet a payment plan. An in-store conversation takes place with the customer, where all costs of potential purchases, including any insurance or cover that may be required, repayment terms and financial terminology are fully explained. This ensures customers can make an informed decision about taking out an agreement with us. 99% of customers* are happy with PerfectHome's application process.

For all items, from washing machines to beds, the cash price, the total payment plan price and representative APR 29.6% are displayed in store and online. The representative APR is the lowest in the pay weekly/monthly sector and is comparable with many store cards. Customers who pay by direct debit with PerfectHome receive a lower representative APR of 24.9%.

PerfectHome's operations are regulated by the Consumer Credit Act 1974. It is a member of the Consumer Credit Trade Association and abides by its Code of Practice.

PerfectHome has also set its own Code of Practice in its Responsible Lending Charter, which reflects its long-standing approach to responsible lending. It also gives clear and comprehensive guidance to employees and customers, including a firm commitment to clarity, transparency and respect. Please download our Responsible Lending Charter for more information.

Compliance with regulation and Codes of Practice is monitored on an on-going basis through a mystery shopper programme and a Customer Research Programme, which specifically assesses customer satisfaction and understanding of the transaction.

In the community

The PerfectHome Community Outreach Scheme donates £30,000 a year to enable store managers and their teams to help make a difference to worthy causes in their local community. Examples include: a £1,000 donation to the Seeds of Hope charity in Chelmsley Wood, used to renew food hygiene certificates so volunteers can serve a Christmas dinner this year for elderly and lonely local people, a £500 donation each in Stockton to the charity Daisy Chain in Stockton, which supports families affected by autism and the Butterwick Hospice.

The Prince's Trust

PerfectHome is a Patron of the Prince's Trust, a youth charity founded by HRH The Prince of Wales, which helps change young lives by giving practical and financial support and developing key workplace skills such as confidence and motivation. It seeks to reduce the number of disadvantaged young people facing long-term unemployment and social exclusion. As a member of the Retail Leadership Group of the Prince's Trust, PerfectHome has provided work placements within its stores for young people and makes a regular donation to support its work (£30,000 in 2012).

The Retail Leadership Group

PerfectHome is also a patron of The Retail Leadership Group, which raises funds, support and awareness for The Prince's Trust, to reduce the number of disadvantaged young people facing long-term unemployment and social exclusion. PerfectHome donates £30,000 a year to the group.

*source: PerfectHome customer satisfaction survey October 2012.