The Home Builders Federation (HBF) has launched a Customer Service Code of Conduct to help home builders develop even higher standards of good practice in customer service. The announcement was made at the HBF’s Annual General Meeting in central London, which was addressed by the Minister for Housing and Planning, Yvette Cooper MP.
The Code was drawn up in close consultation with HBF members and the NHBC, the principal standards body for new homes in the UK. Home builders adopting the Code are urged to draw up a Customer Charter, making clear their service commitments to home buyers and living up to them.
A Charter that complies with the HBF Code will commit home builders to explain to customers the standards of service, procedures and information they can expect. This will serve customers better and enable them to make an informed choice of home builder.
In February, as part of its strategy on customer satisfaction, the HBF published the results of its inaugural survey of new home buyers. Illustrating the progress the industry has made, it showed that 76% of purchasers are satisfied with the overall quality of their home and 75% would recommend their builder to a friend. The survey will be undertaken annually to benchmark success and highlight areas for further improvement.
Stewart Baseley, HBF Executive Chairman, says: “As part of our strategy to increase levels of customer service, HBF’s Code of Conduct aims to codify the standards customers can expect from home builders. We recognise that as an industry we provide people with their single most important asset, and want to build on the significant progress that has been made in recent years.
“By outlining expected standards and practices, I expect the Code to further enhance levels of customer service and satisfaction. There is a crucial business rationale behind achieving high levels of customer service and I urge all home builders to adopt it.”
In March 2004, the Barker Review of housing supply, commissioned by HM Treasury and the ODPM, recommended that HBF should develop a strategy to assist home builders to improve customers’ satisfaction with service quality.
Notes for Editors
The Home Builders Federation (HBF) is the principal trade federation for private sector home builders and voice of the home building industry in England and Wales. The HBF’s 300 member firms account for over 80% of all new homes built in England and Wales in any one year, and include companies of all sizes, ranging from multi-national, household names through regionally based businesses to small local companies: www.hbf.co.uk
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