The National New Homes Customer Satisfaction Survey and HBF Star Rating scheme launched in 2005 and is one of the UK’s most comprehensive industry research initiatives.
Conducted annually, the survey gathers feedback from new build home buyers to assess home builder performance, drive improvements, and enhance customer service.
Participating home builders are subsequently awarded an HBF Star Rating based on the feedback received. The results of the survey and star ratings are published each March. The survey helps buyers make informed decisions while driving industry-wide improvements.
The 2024 HBF Star Rating results
The 2025 National New Homes Customer Satisfaction Survey results show that 94% of new build home buyers would ‘recommend their builder to a friend’, the fifth successive year that the industry has upheld a score of 90% or above.
The scores represent a 4% lift on last year and mark half a decade of the industry achieving a score of 90% or above
The National New Homes Customer Satisfaction Survey is sent to new build buyers 8 weeks after legal completion of their new home. Customers then have 12 weeks to complete and return their forms. The feedback is then used to produce a score, from which a star rating is awarded. More details on how the scores are calculated is available in our FAQs.
| Home builder | Sample Surveyed | HBF Star Rating** | |||
|---|---|---|---|---|---|
| A & J Stephen | 16 | ||||
| Allison Homes | 117 | ||||
| Amethyst Homes | 20 | ||||
| Avant Homes | 848 | ||||
| Bargate Homes | 32 | ||||
| Barratt Developments | 5852 | ||||
| Beal Developments | 72 | ||||
| Bellway Homes | 4035 | ||||
| Bloor Homes | 1740 | ||||
| CALA Group | 1209 | ||||
| Cameron Homes | 80 | ||||
| Campion Homes | 26 | ||||
| Castle Green Homes | 109 | ||||
| Cavanna Homes | 55 | ||||
| Churchill Living | 215 | ||||
| Crest Nicholson | 560 | ||||
| Croudace Homes | 113 | ||||
| Cruden Homes | 28 | ||||
| Dandara Homes | 397 | ||||
| Davidsons Developments | 293 | ||||
| Denbury Homes | 38 | ||||
| Durkan | 43 | ||||
| Hayfield Homes | 69 | ||||
| Hill Holdings | 248 | ||||
| Hopkins Homes | 199 | ||||
| Jones Homes | 150 | ||||
| Keepmoat | 1044 | ||||
| Kingswood Homes | 33 | ||||
| Lagan Homes | 95 | ||||
| Lioncourt Homes | 66 | ||||
| Lovell Partnerships | 366 | ||||
| M F Freeman | 28 | ||||
| McCarthy Stone | 377 | ||||
| Miller Homes | 1589 | ||||
| Morris Homes | 221 | ||||
| Norfolk Homes | 34 | ||||
| Orbit Homes | 63 | ||||
| Persimmon Homes | 5016 | ||||
| Redrow Homes | 1809 | ||||
| Robertson Homes | 161 | ||||
| Rose Builders | 27 | ||||
| Spitfire Homes | 81 | ||||
| St Modwen | 481 | ||||
| Stancliffe Homes | 22 | ||||
| Stonebond Properties | 29 | ||||
| Story Homes | 598 | ||||
| Strata Homes | 181 | ||||
| Taylor Wimpey | 3904 | ||||
| Thakeham Group | 55 | ||||
| Tilia Homes | 267 | ||||
| Vistry Homes | 2459 | ||||
| Wain Homes | 421 | ||||
| William Davis | 79 | ||||
Download the CSS and HBF Star Ratings brochure
The awards result brochure includes helpful context on the National Customer Satisfaction Survey and HBF Star Rating scheme, as well as the most recent year's results. Download the brochure for use internally and with consumers.
CSS and HBF Star Rating brochures - 2006 to 2025
Rolling 12-month data table
The rolling 12-month data table is updated every quarter to provide an indication of customer satisfaction.
Please refer to our FAQs for more details on how the results are calculated.
| Home builder | Sample Surveyed | Percentage | |||
|---|---|---|---|---|---|
| A & J Stephen | 13 | 100% | |||
| Allison Homes Ltd | 128 | 92.1% | |||
| Avant Homes | 856 | 91.1% | |||
| Barratt Developments | 5647 | 95.9% | |||
| Beal Developments | 94 | 95.7% | |||
| Bellway Homes | 4115 | 95.8% | |||
| Bloor Homes | 1726 | 97.6% | |||
| CALA Homes | 1094 | 96.4% | |||
| Cameron Homes | 69 | 94.2% | |||
| Campion Homes | 27 | 96.3% | |||
| Castle Green Homes | 127 | 97.6% | |||
| Cavanna Homes | 38 | 86.8% | |||
| Churchill Retirement Living | 225 | 95.2% | |||
| Crest Nicholson | 514 | 96.3% | |||
| Croudace Homes | 106 | 93.3% | |||
| Cruden Homes | 39 | 86.8% | |||
| Dandara Homes | 383 | 98.2% | |||
| Davidsons Developments | 309 | 95.1% | |||
| Denbury Homes | 40 | 95% | |||
| Durkan | 42 | 92.7% | |||
| Hayfield Homes | 46 | 91.3% | |||
| Hill | 199 | 93.4% | |||
| Hopkins Homes | 210 | 96.7% | |||
| Jones Homes | 162 | 94.3% | |||
| Keepmoat | 999 | 94.1% | |||
| Kingswood Homes | 41 | 97.6% | |||
| Lagan Homes | 123 | 92.6% | |||
| Lioncourt Homes | 69 | 97.1% | |||
| Lovell | 336 | 92.5% | |||
| M F Freeman | 25 | 100% | |||
| McCarthy & Stone | 315 | 92.4% | |||
| Miller Homes | 1617 | 95.3% | |||
| Morris Homes | 240 | 97.1% | |||
| Norfolk Homes | 34 | 100% | |||
| Orbit Homes | 61 | 98.4% | |||
| Persimmon Homes | 5270 | 94.9% | |||
| Redrow Homes | 1827 | 95.6% | |||
| Robertson | 47 | 96.2% | |||
| Rose Builders | 28 | 100% | |||
| Spitfire Homes | 46 | 94.4% | |||
| St Modwen | 165 | 96.8% | |||
| Stonebond Properties | 30 | 100% | |||
| Story Homes | 545 | 95.2% | |||
| Strata Homes | 170 | 94.7% | |||
| Taylor Wimpey | 3915 | 95.6% | |||
| Thakeham Homes | 56 | 92.6% | |||
| Tilia Homes | 280 | 94.3% | |||
| Vistry Homes | 2249 | 93.6% | |||
| Wainhomes | 420 | 91.1% | |||
| William Davis | 70 | 95.7% | |||
For Q1 2019 scores were rounded up or down to the nearest full percentage point. Numbers up to .5 were rounded down; numbers from .5 were rounded up. (i.e 94.3% would be rounded down to 94% and a score of 94.6 would be rounded up to 95%)
Home builder ready to sign up?
All HBF members can sign up to the scheme. Complete our short form to receive details on the steps to joining.
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