National New Homes Customer Satisfaction Survey (CSS)

CSS Star rating results

17th Survey CSS 2022 (Completions October 2020 - September 2021).pdf

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Key Findings

For the key question on which the company star ratings are based, 91% of respondents said that they would recommend their builder to a friend, consistent with last year’s score and up by 7% in the last five years. The industry achieved a Net Promoter Score of 45 from the survey, up 3 points on last year. Other notable scores include;

  • 83% of respondents were satisfied that their home was completed on time, and 89% said they were satisfied with the quality of their home. This is despite the fact that, for much of the time period for this survey, the construction of homes will have been impacted site closures, social distancing and isolation due to the pandemic.
  • 85% said they were satisfied with the service provided by the builder during the buying process and 83% said that they were satisfied with the service provided by the builder have they had moved in. Both services would also have been impacted by the pandemic.
  • On the design of new build homes, 94% of respondents were satisfied by the internal design of their home, and 88% with the external design.
  • 95% of respondents said they had reported snags to their builder since move in, and 72% said the number of snags was in line with or less than what they had expected. The majority of snags will have been minor problems and new build buyers are encouraged to report these to their builder.
  • 91% of those surveyed also said they would buy a new build home again, with 87% saying they would buy from their same builder again in the future.

Stewart Baseley, executive chairman of HBF said;

“The survey results show that the industry is increasingly delivering very high levels of customer service. Achieving such high levels of customer satisfaction underlines the commitment of house builders to drive improvements through their businesses that deliver positive customer outcomes. With the imminent introduction of a new industry Consumer Code and a New Homes Ombudsman service, the industry is wholly focussed on making the further necessary changes to ensure it complies with the new demanding requirements. These should see further improvements in customer satisfaction levels moving forward and provide new build buyers with even more confidence in their builder and new home."

“To achieve a 5-star rating whereby over 90% of a builder’s customers would recommend them to a friend demonstrates the commitment of the company to its customers and is a significant achievement.”

Home builder Sample Surveyed HBF Star Rating**
A & J Stephen 38
Avant Homes 1005
Barratt Developments 8625
Beal Developments 81
Bellway Homes 5259
Bloor Homes 2006
Burrington Estates 43
CALA Homes 1304
Cameron Homes 161
Campion Homes 19
Castle Green Homes 168
Cavanna Homes 100
Churchill Retirement Living 260
Countryside Partnerships 1421
Crest Nicholson 1013
Croudace Homes 186
Cruden Homes 86
Dandara Homes 358
Davidsons Developments 456
Duchy Homes 98
Eccleston Homes 41
Galliers Homes 44
Gentoo 142
Greensquare Homes 25
Hayfield Homes 83
Hill 251
Hopkins Homes 287
Jones Homes 298
Kebbell Development 38
Keepmoat 1390
Kingswood Homes 40
Lagan Homes 128
Lioncourt Homes 105
Lovell 761
Mactaggart & Mickel Homes 63
Malcolm Allan Housebuilders 18
McCarthy & Stone 413
Miller Homes 1960
Morris Homes 476
Norfolk Homes Ltd 67
Orbit Homes 57
Persimmon Homes 7729
Redrow Homes 2811
Riverdale Developments 42
Rose Builders 33
St Modwen 490
Stewart Milne 384
Stonebond Properties 29
Story Homes 507
Strata Homes 247
Taylor Wimpey 6612
Thakeham Group 82
Tilia Homes 573
Vistry Homes 3740
William Davis 131
Key
= over 1,000 surveys sent
= between 300-999 surveys sent
= less than 300 surveys sent
**HBF Star Rating Key
= 90%+
= 80% - 89.9%
= 70% - 79.9%
= 60% - 69.9%
= 50% - 59.9%
= The builder did not build sufficient homes / receive sufficient responses to the survey in this 12 month period for their score to be statistically robust enough to publish
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