National New Homes Customer Satisfaction Survey (CSS)


CSS Star rating results

CSS HBF Brochure 2019

PDF - 543.7 KB


Key Findings

For the key question on which the company star ratings are based, 87% of respondents said that they would recommend their builder to a friend, up 1% on the previous year; whilst over 90% of buyers said they would buy a new
build again. The intense focus on quality and service, allied with the increased industry capacity has seen improvements across all key areas. 82% of buyers were happy with the sales
process and 85% with the information provided by the builder about their home, up 1%, whilst 86% were happy with the quality of their new home, again up 1%.
New homes are complex, bespoke products and two thirds of those polled said the number of problems (snags, usually minor such as paint drips, cupboard doors out of line etc)
was in line with their expectations. 58% had less than 11 issues with their new home. 77% of people were happy with the builder’s after sales service including how they dealt with any snags or issues, up 2%.
In terms of the design of their new home, 93% of buyers were happy with the internal design of their new home and 87% were happy with the external design.

Home builder Sample Surveyed HBF Star Rating**
A & J Stephen 39
Galliford Try Partnerships & Regeneration 153
Linden Homes 1514
Avant Homes Ltd (Head Office) 919
Barratt Developments 8487
Bellway Plc 4610
Bloor Homes Limited 1688
CALA Group Ltd 1006
Cameron Homes Limited 125
Cavanna Group Limited 102
Churchill Retirement Living Ltd 364
Countryside Properties Plc 870
Crest Nicholson PLC 1132
Croudace Homes Limited 180
Davidsons Developments Limited 299
Duchy Homes Ltd (Head Office) 35
Galliers Homes Ltd 59
Gentoo Homes 91
Hill 145
Jones Homes (North West) Limited 210
Keepmoat Homes 1388
Kier Living Limited 417
Lagan Homes Ltd 95
Lioncourt Homes Limited 100
Lovell Partnerships 348
Mactaggart & Mickel Homes 96
McCarthy & Stone Retirement Lifestyles Limited 1330
Morris Homes Ltd 461
Orbit Homes 43
Persimmon Plc 8234
Redrow Plc 2923
Russell Armer Limited 20
St Modwen Homes 281
Stewart Milne Group 359
Story Homes Ltd 470
Strata Homes Limited 319
Taylor Wimpey plc 6017
The Miller Homes Group Limited 1540
Vistry Group Plc 1430
W Westerman Ltd 25
William Davis Ltd 76
= 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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