National Customer Satisfaction Survey and HBF Star Rating

The National New Homes Customer Satisfaction Survey and HBF Star Rating scheme launched in 2005 and is one of the UK’s most comprehensive industry research initiatives.

Conducted annually, the survey gathers feedback from new build home buyers to assess home builder performance, drive improvements, and enhance customer service.

Participating home builders are subsequently awarded an HBF Star Rating based on the feedback received. The results of the survey and star ratings are published each March. The survey helps buyers make informed decisions while driving industry-wide improvements.

Useful links

Latest results Brochure download 12-month data table Star Award logo download Sign up to the scheme FAQs

The 2024 HBF Star Rating results

The 2024 National New Homes Customer Satisfaction Survey results show that 90% of new build home buyers would ‘recommend their builder to a friend’, the fourth successive year that the industry has upheld a score of 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.

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 i

The National New Homes Customer Satisfaction Survey is sent to new build buyers 8 weeks after legal completion of their new home. Customers then have 12 weeks to complete and return their forms. The feedback is then used to produce a score, from which a star rating is awarded. More details on how the scores are calculated is available in our FAQs.

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

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

Download the CSS and HBF Star Ratings brochure

The awards result brochure includes helpful context on the National Customer Satisfaction Survey and HBF Star Rating scheme, as well as the most recent year's results. Download the brochure for use internally and with consumers.

Download the 2024 results brochure

Rolling 12-month data table

Each quarter in our rolling 12-month data table is updated to represent the percentage of 'yes' responses received in the year to that quarter*.

*Please refer to our FAQs for more information on how the results are calculated.

Home builder	Sample Surveyed	Percentage
A & J Stephen	19	94.7%
Allison Homes Ltd	119	93.2%
Amethyst Homes	25	96%
Avant Homes	851	91.4%
Barratt Developments	6047	95.6%
Beal Developments	81	97.5%
Bellway Homes	4349	94.2%
Bloor Homes	1706	97.8%
Burrington Estates	10	100%
CALA Homes	1221	95.9%
Cameron Homes	81	93.8%
Campion Homes	22	90.5%
Castle Green Homes	101	94%
Cavanna Homes	67	94%
Churchill Retirement Living	233	96.8%
Crest Nicholson	657	93.4%
Croudace Homes	134	96.2%
Dandara Homes	396	97.5%
Davidsons Developments	297	94.9%
Denbury Homes	47	97.9%
Durkan	35	88.2%
Eccleston Homes	23	45.5%
Greensquare Homes	19	52.9%
Hayfield Homes	60	91.7%
Hill	229	93%
Hopkins Homes	206	95.1%
Jones Homes	152	92.6%
Kebbell Development	15	93.3%
Keepmoat	1133	93.9%
Kingswood Homes	31	93.5%
Lagan Homes	88	95.5%
Lioncourt Homes	74	98.6%
Lovell	397	93.1%
M F Freeman	28	100%
Malcolm Allan Housebuilders	12	100%
McCarthy & Stone	476	93.1%
Miller Homes	1685	95%
Morris Homes	246	96.3%
Norfolk Homes	40	100%
Orbit Homes	79	97.5%
Persimmon Homes	5198	95.9%
Prospect (GB) Ltd	12	90.9%
Redrow Homes	1861	94.3%
Riverdale Developments	2	100%
Rose Builders	18	100%
St Modwen	476	96.6%
Stewart Milne	121	78.5%
Stonebond Properties	22	100%
Story Homes	622	95.2%
Strata Homes	174	93.1%
Taylor Wimpey	4288	95.2%
Thakeham Homes	60	94.9%
Tilia Homes	264	93.6%
Vistry Homes	2684	94.9%
Wainhomes	423	91%
William Davis	77	92%

For Q1 2019 scores were rounded up or down to the nearest full percentage point. Numbers up to .5 were rounded down; numbers from .5 were rounded up. (i.e 94.3% would be rounded down to 94% and a score of 94.6 would be rounded up to 95%)

Key