Published March 2020

National new home customer satisfaction survey

Homeowner Key benefits of satisfaction with new homes new build homes continues Why buy new? to increase A new home is fresh, bright, clean and untouched by previous owners’ choice of décor. It is a blank canvas on which the homeowner and their family can stamp their own style and personality. New homes are also much more energy This year’s industry Customer of stakeholders to create an efficient than older homes. This means they are better for Satisfaction Survey results show environment within which high the environment but can also save their owners hundreds of that an overwhelming 89% levels of satisfaction can be pounds a year in energy bills. And with a new home there is of new home buyers would delivered. no need to factor in the costs of restoration or DIY. Research shows that the average spend on home improvements in a ‘recommend their builder to Whilst the survey shows levels second hand property is almost £13.5k. a friend’. Satisfaction levels of customer satisfaction that amongst new home buyers Lots of ways to buy! compare favorably with any have now improved for a third Sometimes, buying a house can seem like an impossible other such survey or product, the successive year, up 2% on last dream, but with new build there are different options. industry is committed to going year and 5% in the past three Many house builders now offer part exchange schemes further. House builders have – a period over which housing whereby they purchase a buyer’s existing home; whilst the been working with Government supply has continued to increase Government’s Help to Buy scheme has enabled over 250,000 and stakeholders on proposals significantly. Of those who people to buy a new build home with a 5% deposit, over 80% for a New Homes Ombudsman, of whom have been first time buyers. Options like this help responded, 91% said they would that will help provide even make homeownership more affordable and achievable. Plus, buy a new build home again. further protections for new new build first time buyers aren’t at the mercy of a long chain The scores reflect the huge home buyers and the delivery of and the threat of it collapsing! industry focus on build quality consistently high-quality homes. High build quality and customer service over This year’s survey covers the New homes are built to a higher standard than ever before and our recent years. Whilst volumes customer satisfaction survey results reflect this. From state-of- 12 months from October 2018 have continued to increase the the-art kitchens to modern double and triple glazing, the to September 2019. As a result industry has been through a quality of a new home compared to old is evident in many ways. of the big increases in housing massive recruitment and training supply, more than double the Designed for modern living drive to ensure it has the capacity number of surveys were issued New homes are designed for modern living and incorporate a to deliver high quality homes of compared to five years ago with range of modern designs and technologies to provide for the the standard customers quite 99,919 questionnaires sent out, needs of today’s home owner. To upgrade an older house to rightly expect. and 63,418 returned, a response the standards of a new build home could cost up to £45,000 . Every new home is a bespoke rate of 63% – extremely high for Cheaper to run product, in the main built on such a survey. The scale of the New homes built in the UK are roughly 50% cheaper to run per location by numerous trades. The survey, believed to be one of the year than the equivalent Victorian house. That could mean an use of new, modern methods of most comprehensive continuous annual saving of £440 for a 1-bed ground floor flat, and £1,410 construction and technologies, industry research exercises in the for a 4-bed detached house. including the increasing country, ensures that its results Environmentally friendly instances of parts of the home provide a robust and accurate Energy efficiency standards in new homes are some of the being constructed off-site is representation of industry and best in the world and are continuing to improve further with helping deliver higher and more builder performance. challenging Government targets in place for new homes consistent levels of quality and moving forward. On average, new build homes are already finish. roughly 65% more energy efficient than an equivalent Victorian house. Delivering homes and levels of service that ensure consistent Peace of mind levels of customer satisfaction Peace of mind is more than just knowing you’re buying requires commitment from quality and getting great value for money. It’s also about being board room to site. Individually, 89% confident in the product you’re buying and knowing that you’re protected should anything happen. New home buyers companies have reviewed their of new home owners are protected by their builder’s guarantee for the first two internal processes to focus on would recommend years as well an independent 10-year structural warranty. The providing a high-quality product their builder to Consumer Codes set clear requirements for builders as to how and a seamless customer journey a friend they must treat customers and the imminent establishment whilst at an industry level, we of a New Homes Ombudsman will increase protections still have worked with a broad range further.

www.hbf.co.uk www.nhbc.co.uk Customer HBF results for the 2018/19 survey year Home builder Sample size HBF Star Rating Satisfaction: Avant Homes 1040 «««« Barratt Developments 9321 ««««« Background Bellway Homes 5357 ««««« Bloor Homes 1822 ««««« Bovis Homes 1608 ««««« The annual survey is one of the most comprehensive, large-scale Burrington Estates 38 ««««« surveys of its type carried out in the UK. It began in response to CALA Homes 1095 ««««« recommendations in the Barker Review of Housing Supply in 2004 Cameron Homes 110 ««««« and is a self-completion census of new home purchasers. Since its Campion Homes 21 ««««« launch, well over half a million survey returns have been received Cavanna Homes 100 ««««« making it one of the most comprehensive continuous industry Churchill Retirement Living 391 ««««« research exercises in the country. Countryside Properties 1126 ««««« Since the survey was launched more than a decade ago, scores Crest Nicholson 1035 ««««« in all question areas have improved significantly. The survey has Croudace Homes 172 ««««« provided a barometer for the industry and for individual builders to Cruden Homes 107 «««« gauge performance and drive improvements. Davidsons Developments 418 ««««« Duchy Homes 27 The statistical methodology used in the analysis of this survey ««««« has been approved by the Statistical Services Centre, University Galliers Homes 51 ««««« Galliford Try Partnerships of Reading. The methodology is the same as in the first survey, & Regeneration 236 ««««« published in 2006, for which Ipsos MORI acted as a consultant. Gentoo 105 ««««« Industry results are weighted by builder to take account of the Hayfield Homes 48 ««««« number of eligible homes they have built in the year. Individual Hill 230 ««««« company results are not weighted. Jones Homes 227 ««««« In 2017, Ipsos MORI conducted a full review of the survey. They Kebbell Development 23 «««« concluded that the survey approach and processes are consistent Keepmoat 1583 «««« with best practice and that it is ‘fit for purpose’. Kier Living 420 ««« Company star rating results for the ‘Would you recommend your Lagan Homes 90 ««« builder to a friend?’ question are presented in bands as follows: Linden Homes (Housebuilding) 1391 «««« Lioncourt Homes 143 ««««« 90%+ 5 star Lovell 551 «««« 80% – 90% 4 star Macbryde Homes 111 ««««« 70% – 80% 3 star Mactaggart & Mickel Homes 79 ««««« 60% – 70% 2 star Malcolm Allan Housebuilders 15 ««««« 50% – 60% 1 star McCarthy & Stone 1180 ««««« Miller Homes 1714 ««««« Stars were allocated according to the proportion responding ‘Yes’ Morris Homes 469 ««««« (i.e. they would recommend their builder to a friend. Orbit Homes 38 «««« Persimmon Homes 8323 «««« Redrow Homes 2863 “We engage with customers throughout their home purchase and ««««« beyond to ensure their experience with Crest Nicholson is excellent. Riverdale Developments 28 ««««« The HBF customer satisfaction survey rating gives us valuable Rose Builders 24 ««««« feedback on how successfully we are delivering the great quality, St Modwen Homes 452 ««««« support and after-care our customers expect and deserve. In the past Stewart Milne 380 «««« year, we put in place a number of changes to our build and customer Story Homes 563 service processes with the goal of achieving a 5-star rating and it is «««« rewarding and motivating to see our CSS scores climbing as a result. Strata Group Ltd 215 ««««« We are delighted to have achieved a 5-star rating and will continue to Taylor Wimpey 6619 «««« work hard to further improve our customers’ experience.” Thakeham Group 24 ««««« Peter Truscott, CEO, Crest Nicholson W Westerman 23 ««««« William Davis 141 ««««« “The feedback provided by the survey along with our internal systems has helped to steer Davidsons with the aim of continuous improvement Key: in both standards and service that our customers can and do expect. The recognition of 5 stars once again is just reward for all of the Large over 1000 surveys sent initiatives that we have introduced and the hard work and dedication of Medium between 300 - 999 surveys sent all of our team. They can be very proud of this achievement.” Small less than 300 surveys sent Jason Glover, Davidsons

“We are a business that has transformed itself over the last three “Since the company’s inception in 2003, the Thakeham team has been years and the HBF survey has been important in charting that consistently dedicated to producing outstanding quality alongside transformation to the outside world. Delivering that change is down positive customer service experience. We pride ourselves on the to putting the customer at the centre of everything we do and having relationships we build within our team; without teamwork, collaboration great people in place to make the dream a reality. We have ripped up and hard work – we wouldn’t be able to achieve the exceptional the record books in regaining our five star status and the survey has standards we demand for our customers. Recognition of this hard work proven that we are walking the talk and that we are a housebuilder is a really proud moment for all of us at Thakeham and also serves as who will make sure that, no matter what, striving to do the right thing fantastic motivation to maintain the great results we’ve achieved.” is a core ethos to everything we do.” Rob Boughton, CEO, Thakeham Greg Fitzgerald, Chief Executive Vistry Group

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11% 5% 3% 17% 6% 11% Key5% 3% Findings 17% 6% 49% Very satis ed 56% FairlyVery satis ed 27% 49% 56% Promoters 37% NeitherFairly satis ed 27% 89% Yes Neutral For the key question onFairly which dissatis ed the company star ratings The design of new builds scores highly with 93% satisfied Promoters 37% Neither 89% NoYes DetractorsNeutral are based, 89% of respondentsVeryFairly dissatis ed dissatis ed said that they would with the internal design of their new home and 88% with No Detractors recommend their builderVery dissatis edto a friend, up 2% on the previous the external design. Would you recommend your builder to a friend? 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Approximately, how many problems have you Taking everything9% into account, overall how satis ed or dissatis ed are you with the internal satis ed or dissatis ed are you with the provision satis ed or dissatis ed are you with the external reported to your builder? satis ed or dissatis ed are you with the service 16% design and layout of your new home? of storage in your new home? layout of your new2% home? 5% 28% provided by your builder after you moved in? 3% 3% 7% 14% 7% 25% 2% 8% 2% 3% 32% 26% 72% 5% Yes 91 % Yes 84% Yes 4% 1% 7% 5% 31% 7% 14% 8% No No No Very satis ed 25% 52% Very satis ed 12% 32% 8% 1-5 Fairly satis ed 31% 57% Fairly satis ed 72% Yes 91 % Yes 84% Yes 28% Very satis ed Very satis ed 15% Very satis ed 6-10 28% Neither 52% Very satis ed 45% 51% Neither No Fewer problems No No Fairly satis ed Fairly satis ed Fairly28% satis ed 11-15 1-5Fairly dissatis ed Fairly satis ed 65% Fairly dissatis ed 15% Yes About the same Neither Neither 33% Neither 97% 43% 28% 16 plus 6-10Very dissatis ed Neither 34% Very dissatis ed No More problems Fairly dissatis ed Fairly dissatis ed Fairly dissatis ed 28% 11-15 Fairly dissatis ed Very dissatis ed Very dissatis ed Very dissatis ed 16 plus Very dissatis ed Have you ever bought a newly-built or If you were to buy another property, would If you were to buy another property, would Approximately, how manynewly-converted problems have home you before? 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Taking everything into account, overall how Have you reported any problems with your home Was the number of problems in line with your provided by your builderHave after you you ever moved bought in? a newly-built or If you were to buy another property, would If you were to buy another property, would satis ed or dissatis ed are you with the external (i.e. snags, defects) to your builder since you expectations? newly-converted home before? you buy a newly-built or newly-converted home you buy a newly-built or newly-converted home design of your new home? moved in? again? from the same builder? 5% 9% 7% 16% 2% 14% 3% 25% 28% 3% 32% 8% 7% 9% 26% 16% 31% 52% Very satis ed28% Very satis ed 1-5 Fairly satis ed 15% 57% Fairly satis ed 6-10 28% Neither 31% 72% 91 % 84% 28% Yes Yes Yes Neither Fewer11-15 problems Fairly dissatis ed No No No Fairly dissatis ed Yes About16 plus the same Very dissatis ed 84% 97% 43% 72% Yes 91 % Yes Yes Very dissatis ed No More problems No No No

Have you ever bought a newly-built or If you were to buy another property, would If you were to buy another property, would newly-converted home before? you buy a newly-built or newly-converted home you buy a newly-built or newly-converted home Approximately, how many problems have you Taking everything into account, overall how again? from the same builder? reported to your builder? satis ed or dissatis ed are you with the service provided by your builder after you moved in?

9% 16% 5% 28% 7% 14% 25% 32% 8%

52% Very satis ed 1-5 Fairly satis ed 15% 72% Yes 91 % Yes 84% Yes 6-10 28% Neither 28% No No No 11-15 Fairly dissatis ed 16 plus Very dissatis ed

Have you ever bought a newly-built or If you were to buy another property, would If you were to buy another property, would newly-converted home before? you buy a newly-built or newly-converted home you buy a newly-built or newly-converted home again? from the same builder?

9% 16% 28%

72% Yes 91 % Yes 84% Yes No No No Would you recommend your builder to a friend? On a scale of 0-10 how likely would you be to Taking everything into account, overall how recommend your builder to a friend? satis ed or dissatis ed are you with the quality of (Net Promoter Score) your home?

11% 5% 3% 17% 6%

49% Very satis ed 56% Fairly satis ed 27% Promoters 37% Neither 89% Yes Neutral Fairly dissatis ed No Detractors Very dissatis ed

Would you recommend your builder to a friend? Taking everythingOn a scale into of account, 0-10 how overall likely howwould you be to Taking everythingTaking everythinginto account, into overall account, how overall how Taking everything into account, overall how satis ed or recommendWoulddissatis ed you recommend are your you builder with your the to a service builder friend? to a friend? satis ed or satis edOndissatis ed a scale or of dissatis ed are 0-10 you how with arelikely your you would builder with youthe qualitybe to of satis ed or Takingdissatis ed everything are you into with account, the condition overall how provided by(Net your Promoter builder duringScore) the buying in relation toyourrecommend completing home? your the builderconstruction to a friend? of your of your newsatis ed home on or thedissatis ed day you aremoved you in?with the quality of process? home on time?(Net Promoter Score) your home?

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Would you recommend your builder to a friend? On a scale of 0-10 how likely would you be to Taking everything into account, overall how Taking everything into account, overall how Taking everythingTaking everythinginto account, into overall account, how overall how Taking everythingTaking everythinginto account, into overall account, how overall how Taking everything into account, overall how recommendTaking your builder everything to a friend?into account, overall how satis ed or dissatis edTaking everything are you into with account, the quality overall of how Taking everything into account, overall how satis ed or dissatis ed are you with the service (Netsatis ed Promoter or satis eddissatis ed Score) or dissatis ed are you with are the you with your builder yoursatis ed home? or satis eddissatis ed or dissatis ed are you with are the you handover with the condition satis ed or dissatis ed are you with the standard provided by your builder during the buying informationinsatis ed provided relation or to ondissatis ed completing the day you are the movedyou construction with in? the service of your process on ofsatis edthe your day new youor dissatis ed homemoved on in? the are day you you with moved your builder in? of nish of yoursatis ed new or home? dissatis ed are you with the condition process? homeprovided on time?by your builder during the buying in relation to completing the construction of your of your new home on the day you moved in? process? home on time? 3%3% 11% 4% 2% 5% 6% 17% 6% 4% 5% 3% 8% 6% 7% 5% 8% 7%5% 3% 7% 6% 5% 8% 7% 7% 8% 7% 9% 8% Very satis ed Very satis ed Very satis edVery satis ed 8% 49% Very satis edVery satis ed 7% 39% Very satis ed 56% Very satis ed24% Very satis ed Very satis ed 57% 62% Fairly satis ed 56% Fairly satis ed27% Fairly satis edFairly satis ed Fairly satis edFairly satis ed Fairly satis ed 57% Fairly satis ed 55% Fairly satis ed Fairly satis ed 28% 29% 56%Promoters Neither 55% Neither Neither Neither 37% 57%Neither Neither Neither 28%22% Neither 26% Neither Neither 89% Yes Neutral 22% Fairly dissatis ed 26% Fairly dissatis ed Fairly dissatis edFairly dissatis ed Fairly dissatis edFairly dissatis ed 38% Fairly dissatis ed No Detractors Fairly dissatis ed Very dissatis edFairly dissatis ed Fairly dissatis ed Very dissatis ed Very dissatis edVery dissatis ed Very dissatis edVery dissatis ed Very dissatis ed Very dissatis ed Very dissatis ed Very dissatis ed

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satis ed or dissatis edsatis ed or are dissatis ed you with the are serviceyou with the service satis ed or dissatis edinformationsatis ed or are dissatis ed provided you with on your are the you builder day with you your moved builder in? satis ed or dissatis edprocesssatis ed on or are thesatis eddissatis ed you day with you or the dissatis edaremoved conditionyou in?with are the you condition with the internal of nish of yoursatis ed new or home? dissatis ed are you with the provision satis ed or dissatis ed are you with the external provided by your builder during the buying inprovided relation toby completing your builder thedesign during construction and the layoutbuying of of your your new home?ofin your relation new tohome completingdesign on ofthe your ofday the storage newyou construction movedhome? in your in? ofnew your home? of your new homemoved on in? thelayout day you of yourmoved new in? home? provided by yourprovided builder by during your builder the buying during the buying in relation to completingin relation to the completing construction the ofconstruction your of your of your new homeof your on new thedesign dayhome you andon moved the layout day in? 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Approximately, how many problems have you Taking everything into account, overall how Taking everything into account, overall how HaveTaking you everything reported any into problems account,Have you withoverall ever your boughthow home a newly-built orWas Have the you number reported of problems any problemsIf you in wereline with with to yourbuy your another home property, wouldWas the number of problemsIf you in were line towith buy your another property, would Taking everythingTaking into everything account, intooverall account, how overall how HaveHave you you reported reportedreportedHave youany any to problemsreported your problems builder? any with problems your with home your with yourhome home Was the numberWassatis edWas the of the problemsnumber ornumber dissatis edHave in youof of line problems problemsever arewith boughtyou your in with line ain thenewly-built with line service your with or your If youIf you were were toto buy buy another another property, property, would would you buyIf you were to buy another property, would satis ed or dissatis ed are you with the external (i.e.satis ed snags, or defects) dissatis ed to your arenewly-converted builder you with since the you external home before? expectations?(i.e. snags, defects) to youryou builder buy a sincenewly-built you or newly-convertedexpectations? home you buy a newly-built or newly-converted home satis ed or dissatis edsatis ed or are dissatis ed you with the are externalyou with the external(i.e. (i.e. snags, snags, defects) defects)(i.e. snags, to to your yourdefects) builder builder to since your youbuildersince yousince you expectations?expectations?providedexpectations? bynewly-converted your builder after home you moved before? in? a newly-builtyou buy a newly-built or newly-converted or newly-converted home home again from you buy a newly-built or newly-converted home design of your new home? moveddesign in? of your new home? moved in? again? from the same builder? design of yourdesign new home? of your new home? movedmoved in? in? moved in? theagain? same builder? from the same builder? 2% 2% 5% 2% 2% 3% 7% 3%3% 3% 3%3% 3% 14% 7% 7% 25% 9% 7% 7% 8% 16%9% 32% 26%26% 26% 26% 16% 28% 31%31% 31% 31% 28% 52% Very satis ed VeryVery satis ed satis edVery satis ed Very satis ed 1-5 Fairly satis ed 57%57% 57% Fairly satis ed 31%31% 31% Fairly57%Fairly satis ed satis edFairly satis ed31% 15% 6-10 28% Neither NeitherNeither Neither Neither FewerFewer problems problemsFewer problems Fewer problems 28% 11-15 Fairly dissatis ed FairlyFairly dissatis ed dissatis edFairly dissatis ed 72% YesYesFairly dissatis edYes Yes AboutAboutYes 91 the the % same sameAbout the sameYes About 84%the same Yes 43%97% 43% 84% 97%97% 97% 16 plus 43% 43%72% Very dissatis edYes 91 % Yes Yes VeryVery dissatis ed dissatis edVery dissatis ed NoNoVery dissatis edNo No MoreMoreNo problems problemsMore problemsNo More problems No No No No

Have you ever bought a newly-built or If you were to buy another property, would If you were to buy another property, would Approximately,Approximately,Approximately, how how many many problems problems how many have have problems you you have you Approximately,TakingTakingApproximately, everything everythingnewly-convertedTaking howhow into into everythingmany account, manyaccount, problems home problemsoverall intooverall account,before?have how how you have overall you how Taking everythingIf youyou were buy into a account,newly-builtto buy anotheroverall or newly-converted how property, home would you buy you buy a newly-built or newly-converted home reported to your builder? satis ed or dissatis ed are you with the service reportedreported to to your yourreported builder? builder? to your builder? reportedsatis edsatis ed or toor dissatis ed dissatis edyoursatis ed builder? areor are dissatis ed you you with with the the are service serviceyou with the service a newly-builtagain? or newly-converted home again? from the same builder? providedprovided by by your yourprovided builder builder by after after your you you builder moved moved after in? in? you moved in? provided by your builder after you moved in?

5%5% 5% 5% 9% 7%7% 7% 7% 14% 16% 25% 14%14% 14% 25%25% 25% 28% 8% 32%32% 32% 8%8% 8% 32%

52%52% Very52%Very satis ed satis edVery satis ed 52% Very satis ed 1-51-5 1-5 FairlyFairly1-5 satis ed satis edFairly satis ed Fairly satis ed 15% 15%15% 15% 28% 28% 6-106-10 6-10 28% 28% NeitherNeither6-10 Neither Neither 72% Yes 91 % Yes 84% Yes 28%28% 28% 28% 11-1511-15 11-15 FairlyFairly11-15 dissatis ed dissatis edFairly dissatis ed Fairly dissatis ed No No No 1616 plus plus 16 plus VeryVery16 plus dissatis ed dissatis edVery dissatis ed Very dissatis ed

HaveHave you you ever ever Havebought bought you a a newly-builtever newly-built bought or aor newly-built or IfIf Haveyou you were youwere everto to buyIf buy boughtyou another another were a newly-builtto property, property, buy another would orwould property, would IfIf Ifyou youyou were werewere to toto buyIf buybuy you another anotheranother were to property, property,property, buy another would wouldwould property, would If you were to buy another property, would newly-convertednewly-convertednewly-converted home home before? before? home before? youyounewly-converted buy buy a a newly-built newly-builtyou homebuy or aor newly-convertednewly-builtbefore? newly-converted or newly-converted home home home youyou buy buy a a newly-built newly-builtyou buy or aor newly-convertednewly-built newly-converted or newly-converted home home home you buy a newly-built or newly-converted home again?again? again? fromfromagain? the the same same frombuilder? builder? the same builder? from the same builder?

9% The9%9% benefits9% of new homes 16%– 16%16% 16% 28% 28% 28% 28% homeowners have their say

72% 9184% % 84% 72%72% 72% YesYes Yes 9191 % % 91 %YesYes Yes 84% 84%YesYesYes Yes Yes NoNo No NoNo No NoNo No No “The service and care we have had from the “Simply the ‘Wow Factor’ on the day we “Good build quality, everything included, sales office and the team on site has been moved in. The house was immaculately finished to a very high spec. sales staff & excellent. We couldn’t have asked for presented and looked gorgeous, with our aftercare engineers very helpful” anything better. The speed and quality of chosen carpets and flooring, as this was the Mr W, Ashford work is brilliant. 5* from us.” very first time we had been inside the Mrs W & Mr T, Reddith actual house.” Mr & Mrs M, Kettering “The whole process from start to finish has been fantastic with great service from all “Both sales and build team have been team members both on site and away.” excellent throughout the purchase and “Great communication, very happy with Mr & Mrs S, Bognor Regis moving in process.” updates received and follow ups to check Mr & Mrs P, Buckingham we remain happy.” Mr B, Witney “Kept me informed and been responsive at all times.” “The after-care from the construction team Mr & Mrs E, Waterloovile has been great. They are really friendly as “Very happy with the internal design. A well and always pop over to say hi whilst on very family friendly layout with plenty of the site and couldn’t be more considerate.” space. We feel this house has lots of useful Miss F, Dunstable storage cupboards which we have “Very pleased with the overall experience; benefited from.” sales team to builders have all been Mr R, Devizes excellent.” Mr M, Coleshill

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R173 03/20