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.
We want to delight our customers during every step of the customer journey and have invested in improvements to 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 across the sector by the HBF and published annually.
In 2021 we achieved a recommended score of 91.1%, equating to a 5-star rating.
We are proud to have been rated 5-star by the Home Builders Federation for 10 of the last 11 years.
We will continue to work towards achieving a higher than 90% score and maintain our 5-star rating moving forward.
In 2022, we conducted a detailed companywide review of our customer journey to ensure we continue providing excellent service levels. This review was part of our preparation for our adoption of the New Homes Quality Code.
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.
We transitioned to implementing the Code in January 2023. To ensure it is embedded into our culture, every employee, regardless of their role has been trained to understand the Code, how it impacts the business and our customers.