National New Homes Customer Satisfaction Survey (CSS)

CSS Star rating results

Key Findings

19th CSS Survey 2024 (Completions Oct 2022 to Sept 2023)

- 4.1 MB


For the key question on which the company star ratings are based, 90% of respondents said that they would recommend their builder to a friend, the fourth year in a row that this score has been 90% or above. The industry achieved a Net Promoter Score of 44 from the survey, an increase of two points on last year and up 15 points from 2020. Other notable scores include:

  • 87.5% of respondents were satisfied with the quality of their home.
  • 79.4% said they were satisfied that their home was completed on time.
  • 85.2% said they were satisfied with the service provided by their builder during the buying process.
  • 83.1% said were satisfied with the service the builder provided after move in.

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.”

To access this year’s CSS presentation pictures, sign in to your free HBF account using your work email address to view more. If you haven't yet set up your account or you’re unsure if your organisation has HBF membership, you can create an account using your work email address.

CSS presentation 2024 pictures Member Only

- 86.3 MB


Home builder Sample Surveyed HBF Star Rating**
A & J Stephen 30
Allison Homes Limited 118
Amethyst 23
Avant Homes 856
Barratt Developments 7762
Beal Developments 101
Bellway Homes 5027
Bloor Homes 1682
CALA Homes 1260
Cameron Homes 79
Castle Green Homes 132
Cavanna Homes 87
Churchill Retirement Living 243
Crest Nicholson 965
Croudace Homes 192
Cruden Homes 70
Dandara Homes 434
Davidsons Developments 384
Denbury Homes Ltd 67
Durkan 31
Hayfield Homes 57
Hill 254
Hopkins Homes 249
Jones Homes 155
Keepmoat 1519
Kingswood Homes 62
Lagan Homes 102
Lioncourt Homes 94
Lovell 535
M F Freeman 34
McCarthy & Stone 460
Miller Homes 2062
Morris Homes 324
Norfolk Homes 42
Orbit Homes 95
Persimmon Homes 6465
Prospect 30
Redrow Homes 2261
Rose Builders 46
St Modwen 573
Stonebond Properties 44
Story Homes 553
Strata Homes 199
Taylor Wimpey 5377
Thakeham Homes 44
Tilia Homes 412
Vistry Homes 4064
Wainhomes 495
William Davis 97
= 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