HBF releases 2024 Customer Satisfaction Survey Awards results

21 Mar, 2024

HBF releases 2024 Customer Satisfaction Survey Awards results

The Home Builders Federation (HBF) has today, Thursday 21 March, published its star ratings for 2024.

The star ratings are based on results from the national new homes Customer Satisfaction Survey of home builders, that is sent to  the purchasers of new build homes 8 weeks after they move in. Survey results are published annually in March each year

The 2024 survey results show that more than 9 out of 10 of new build home buyers would ‘recommend their builder to a friend’, the fourth successive year that the industry has achieved a score of 90% or above.

Since the survey was launched more than a decade ago, scores in all question areas have improved significantly. The survey has provided a barometer for the industry and for individual builders to gauge performance and drive improvements. 87% of respondents were satisfied with the quality of their home and when respondents were asked about the service and completion time provided by their builder, 85% were satisfied with the service provided during the buying process and 79% were satisfied with their completion time.*

This year the Competition and Markets Authority (CMA) made a number of recommendations in its housebuilding market report with regards to build quality and customer service, including the introduction of a single mandatory consumer code and access to an ombudsman for all new home buyers.

Developers building the majority of the country’s new homes have voluntarily registered with the New Homes Quality Board (NHQB), providing customers with access to the independent New Homes Ombudsman Service, which should result in continual improvements to satisfaction levels over the coming years.

Stewart Baseley, Executive Chairman of the Home Builders Federation (HBF) said: “Over recent years there has been a huge industry focus on service and quality and this is the fourth year in a row where over 90% of new home buyers would recommend their builder to a friend. 

“We fully support the CMA’s recommendation for a single mandatory industry consumer code and the provision of access to the new homes ombudsman for all customers that will lead to further increases in quality and service standards across the board. 

“For a company to achieve 5-star levels of satisfaction is a significant achievement and shows the commitment from everyone within the organisation to the customer.”

HBF members participating in the Customer Satisfaction Survey can order merchandise and download star rating logos in our member-only section.

*The remaining industry data is still being verified and will be published shortly.