Yes. The Star Ratings are based on the results of the National New Homes Customer Satisfaction Survey, an independent industry survey completed by new build buyers. The survey is validated by Ipsos and is entirely independent of any builder or builder group.

The National House Building Council (NHBC), Premier Guarantee and Local Authority Building Control (LABC) operate the survey to gather anonymous feedback.

There are a range of rules in place that all participating members must follow.

Download the rules

Star Ratings are awarded based on the results of two questions asked in the National New Homes Customer Satisfaction Survey, which is sent to new home purchasers 8 weeks and 9 months after they complete the purchase of their new home.

The builder’s score is based on a composite of four questions:

The composite scores are calculated as the mean of the four question responses. Each question’s rating is determined by all customer responses using the following scoring method:[RF1]

For the 24/25 survey year - announced in March 2026 - participating builders are required to achieve a score of 4.15 or higher to be awarded a 5-star rating.

The bar will be raised in future years to ensure that the survey and HBF Star Rating scheme continue to drive high levels of customer service across the industry.

View all participating home builders in the 12-month rolling data table.

This data is updated every quarter, showing results for participating builders’ % scores for the key ‘Would you recommend you builder to a friend?’ question from the 8-week survey.

Participation in the scheme and publication of results is voluntary. Results from the survey can also be found on the New Homes Quality Board’s website. Moving forward the NHQB intends to make publication of data a requirement of its scheme.

A builder’s current star rating can be checked by viewing the 12-month rolling data table.

If the builder is displaying the wrong star rating, inform our team by emailing us at info@hbf.co.uk, including:

• The home builder’s name.
• The home builder’s address.
• Any details of the star rating and how it is being displayed (for example on a site flag or in sales literature).
• A photo, if possible.

Star ratings last for one year. New star ratings are announced in March each year.

This means that participating home builders should only display their ratings for one year, in order to comply with the survey's rules.

While the HBF Star Ratings are based on an overall annual score, we publish rolling 12-month rolling data quarterly. This enables home builders to monitor their performance and provides timely updates to home buyers.

• Q1 (house purchases completed Oct-Dec) data is published in June.
• Q2 (house purchases completed Jan-Mar) data is published in September.
• Q3 (house purchases completed Apr-Jun) data is published in December.
• Q4 (house purchases completed Jul-Sep) data is published in March.

Annual Star Ratings are awarded in March each year.

Yes, participating home builders can opt out of the scheme by notifying HBF or Homes for Scotland (HFS). HBF will write to all participants at the end of each survey year to check whether they wish to publish that year.

Should a participant inform HBF or HFS (as appropriate) that they would not like to publish a Star Rating, they will still be permitted to publish in future years.

Participating home builders have to have a full year of results before they are awarded a HBF Star Rating and receive indicative quarterly rolling % scores. Find out how your organisation can join the scheme.

Home builders achieving a five-star status will be invited to our Customer Satisfaction Survey awards.

Members taking part in the scheme can also order promotional materials to promote their Star Rating. This includes flags and plaques to display on your sites.

The National New Homes Customer Satisfaction Survey and HBF Star Rating Scheme is a voluntary scheme open to all HBF or Homes for Scotland (HFS) members.

Participating builders must comply with the scheme’s rules, which outline how scores are calculated and the conditions for opting out of publication. Once you have a full year’s results you will be awarded an annual star rating and receive indicative quarterly rolling % scores.

Fill out the HBF Star Awards registration form to start the process.