From first contact to settling in, we want our customers to be entirely satisfied with every aspect of the customer journey and their experience with us.
Satisfaction
We want to delight our customers during every step of the customer journey and have made investments to improve our processes, in particular our customer service, from the point our customers move in. We understand that delivering high levels of customer satisfaction drives and motivates our teams, as well as enhancing our reputation.
HBF Customer Satisfaction Survey
The Home Builders Federation’s (HBF) national new homes customer satisfaction survey was launched in 2005 in response to recommendations from the Barker Review of Housing. Questionnaires are completed by purchasers of new build homes with results collated and published annually by the HBF.94%
In 2025 we achieved a recommended score of 94%, equating to a 5-star rating.
5 star
We are proud to have achieved the Home Builders Federation’s maximum 5-star rating for 13 of the last 14 years.
90% +
We will continue to work towards achieving a higher than 90% score and maintain our 5-star rating.
Experience
We continue to strengthen our customer journey, building on the improvements made through our adoption of the New Homes Quality Code. This includes embedding new standards, processes and training to support consistently high levels of service from first enquiry through to aftercare.
New Homes Quality Code
The New Homes Quality Code (NHQC) is a code of practice for the housebuilding industry that aims to drive improvements in the quality of new homes and provide a better customer experience.
Delivery of the NHQC is one of the largest internal projects we have implemented within the business and resulted in extensive cross-team collaboration. We created several working groups to action changes to the customer journey and drew on valued insights from all business functions.