Five-star builder in customer satisfaction

We are delighted to have retained our five-star builder status in the Home Builders Federation’s (HBF) National New Homes Customer Satisfaction Survey, with a final overall combined score of 4.44 out of 5, comfortably exceeding the five-star threshold of 4.15, with improved customer satisfaction results in all key areas.

The new scheme ratings were officially announced today (24 March) and are based on customer responses for legal completions over a much wider period than previous parameters and represent a wider group of customers.   The HBF and NHBC introduced the new scoring method last year, awarding the accreditation by combining customer satisfaction levels from both the eight-week and nine-month surveys on two key areas - build quality and the aftercare service. 

The eight-week survey results cover legal completions between 1 October 2024 and 30 September 2025 and the nine-month survey results cover legal completions from 1 February 2024 and 31 January 2025. Our customer response rate was 55% from all purchasers at eight weeks and 40% at nine months.

Highlights included an overall recommend score of 92.5%, an overall quality score of 90.4%, and an exceptional Net Promoter Score (NPS) of +79.2% at eight weeks. At both Manorwood, West Horsley and Templegate, Burgess Hill, 100% of responding customers would recommend us to family members and friends at both eight weeks and nine months.  Both sites also received outstanding scores for both the build quality and the customer care service response after legal completion.  

Customer experience is extremely important to us and comments such as the one below demonstrate the approach which we feel sets us apart from some of our peers.

“Looking back on our experience with Thakeham, what stands out most is how personal and considered the whole process felt. From day one, it was clear we weren’t just another name on a list, they took the time to understand us and what we needed. There was a real attention to detail, not just in the design of the home, but in the way they communicated and supported us throughout.

It’s rare to come across a company that balances professionalism with a genuinely human touch, but Thakeham manages it effortlessly. That combination made a lasting impression and made this whole journey feel more meaningful than we ever expected.” Resident on our Templegate development in Burgess Hill.

Commenting on retaining our five-star builder status, our Group Managing Director Land, Julian Rooney, said: "This is a fantastic achievement that reflects our continued commitment to delivering high-quality homes and service for our customers.

Our site, sales and customer care teams strive to deliver the best build quality and standard of finish at our developments and to offer a dedicated, caring, and proactive after-care service. Being able to once again call ourselves a five-star builder means a great deal to all teams involved and is excellent recognition of everyone’s efforts."

Scheme background: The National New Homes Customer Satisfaction Survey of home builders was launched in 2005 in response to recommendations in the 2004 Barker Review of Housing Supply aimed at addressing the consequences of an undersupply of housing in the UK. The survey provides a barometer for quality in the industry, helping builders gauge performance and drive improvements year-on-year.