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Policy & Activities

Frequently Asked Questions

What is the HBF Star Rating Scheme?

The HBF Star Rating Scheme awards builders stars for customer satisfaction. The number of stars awarded is based on homeowner feedback gathered through the independent National New Homes Survey which measures customer satisfaction. The survey is designed to provide home buyers with information about home builders to help guide their purchasing decision, and to encourage excellent levels of service to be delivered by home builders. The survey year covers the period from October 1st to September 30th.

How long is a star rating valid for?

A star rating is valid for one year and is based on the results of the National New Homes Survey of homeowners who have bought a new or newly converted home during the previous 12-month survey period.  New star ratings are announced in Spring each year, so a logo with the year ‘2016’ is current until March 2017.

Who is HBF?

The Home Builders Federation (HBF) is the principal representative body of the home building industry in England and Wales. HBF’s member firms account for some 80% of all new homes built in England and Wales in any one year, and include companies of all sizes, ranging from multi-national, household names through regionally-based businesses to small local companies: www.hbf.co.uk 

Is the Star Rating Scheme independent?

Yes, the HBF Star Rating Scheme is based on results of the National New Homes Survey, an independent industry survey.  The survey is operated by the NHBC, is entirely independent of any builder or builder group and is independently validated by Reading University.

 

 

What is the maximum number of stars possible?

The maximum star rating a builder can be awarded is five stars.

 

 

 

How do you decide on star ratings?

Star ratings are awarded based on the results of one question asked in the annual National New Homes Survey: Would you recommend your builder to a friend?  

The criteria for the star ratings are as follows:

5 star

90% or more of homeowners* must be prepared to recommend their builder to a friend.

4 star

80% or more of homeowners* must be prepared to recommend their builder to a friend.

3 star

70% or more of homeowners* must be prepared to recommend their builder to a friend

2 star

60% or more of homeowners* must be prepared to recommend their builder to a friend

1 star

50% or more of homeowners* must be prepared to recommend their builder to a friend

*The percentage is based on the number of valid responses received.

What is the star rating for my builder locally?

Star ratings are awarded based on a survey that is sent by the NHBC to all of a participating builder’s customers. Where the company is a national company, their result will reflect their average results achieved for the whole of the UK.

Where can I see comparative star ratings for all builders?

The latest star ratings for all participating builders are available here.

Which builders participate in the HBF Star Rating Scheme

The builders currently participating in the HBF Star Rating Scheme can be found here.

 

 

 

Why doesn’t my builder have a star rating?

The HBF Star Rating Scheme is open to all HBF members.  It is a voluntary scheme so only those builders who opt to participate will receive a rating.

What is the average star rating for all builders?

The house building industry overall, has the equivalent of a 4-star rating based on the latest results for the year ending September 30th 2015.

How can I experience problems with my builder and yet they have such a good star rating?

Your builder’s star rating is based entirely on the results of a survey that was sent to all their customers.  Star Ratings are only awarded when there are sufficient responses to make the results statistically robust.

If you feel you’ve had a bad experience with your builder please take the matter up with them and give them the opportunity to put it right.  If they do not and the problem is covered by your new home warranty, contact the warranty provider.

Please ensure that you contribute to your builder's next star rating by completing the survey questionnaire when you receive it.

I’ve checked, and a builder is displaying the wrong star rating.

A builder’s current star rating can be checked here.  If the builder is displaying the wrong star rating then you should inform HBF.  It would be helpful if you could make note of:

  1. the builder's name, 
  2. the address, and 
  3. details of the star rating and how it is being displayed (for example on a site flag or in sales literature). 

Then email us at info@hbf.co.uk with all the above information and HBF will take the appropriate action.

How can I find out more about the HBF Star Rating Scheme?

You can find out more about the HBF Star Rating Scheme here.