Receiving top marks for customer satisfaction

We have retained our five-star builder status in the Home Builders Federation’s (HBF) National New Homes Customer Satisfaction Survey for 2025. Issued to all private homeowners who legally completed between 1 October, 2023, to 30 September, 2024, the survey is the industry’s longest running measure of customer satisfaction with new build homes.

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.

This year’s results show that we have improved customer satisfaction results in all key areas against last year’s results. For instance, our Net Promoter and Build Quality scores have both shown significant increases. We have also achieved a very high survey response rate, with 76% of our homeowners responding to the survey compared to the industry benchmark of 56%.

Commenting on retaining our five-star builder status, our Chief Sales Officer Julian Rooney said: “This is a fantastic achievement that reflects our continued commitment to delivering high-quality homes and service for our customers. It is particularly satisfying as it is challenging for housebuilders such as us – with a smaller number of private completions annually compared to the major businesses – to achieve five-star status.

Our site, sales and customer care teams strive to deliver the best build quality and standard of finish at our developments and to offer an outstanding and proactive after-care service to all our customers. There are many external factors that can influence our ability to get this right every time, such as the availability of materials or specialist trade skills, so 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.”