This is slightly down on last year’s 86% result. The results of the latest NHBC/HBF annual survey, first published in 2006, also showed that 84% of respondents would recommend their builder to a friend against the 85% of last year.
HBF’s executive chairman Stewart Baseley acknowledged the dip, also noting the recent media attention the industry had experienced which had “not always been positive. We can’t ignore the media and political spotlight that the industry is under.”
The industry was committed to addressing the slight fall, HBF and NHBC said. But Baseley added that the latest results also showed that 91% of respondents to the survey would buy a new build home again.
At an event to honour housebuilders who had achieved five stars in the survey, Baseley told the audience that it should be “justifiably proud” of the results, particularly in the context of far higher customer expectations thanks to advanced technology – “everything you want is now instantly available” – and the industry significantly increasing production over the past three years.
“Against that backdrop the results are especially commendable,” Baseley said. “Achieving the highest levels of satisfaction is a huge challenge that requires commitment from everyone in an organisation from top to bottom.”
The survey covers the 12 months from October 2015 to September 2016. Fifteen housebuilders were awarded five stars for the period - the highest achievable accolade in the survey. This is slightly up on last year when 14 companies were crowned five-star housebuilders.
Retirement housebuilder McCarthy & Stone was a five-star housebuilder for the 12th consecutive year.
The independently-verified survey was launched in response to the 2004 Barker Review of Housing Supply.
Below are the 15 housebuilders who achieved a five-star rating for the 2015/16 period:
Churchill Retirement Living
Mactaggart & Mickel Homes
McCarthy & Stone
Russell Armer Homes
St Modwen Homes
Of the more than 90,500 questionnaires sent to customers 58% were returned. The number of questionnaires sent was an increase of 61% on three years ago.