Yes. The star ratings are based on the results of the National New Homes Customer Satisfaction Survey, an independent industry survey completed by new build buyers.

The survey is validated by Reading University and entirely independent of any builder or builder group. The National House Building Council (NHBC) and Local Authority Building Control (LABC) operate the survey to gather the anonymous feedback.

Star ratings are awarded based on the results of a question asked in the National New Homes Customer Satisfaction Survey: Would you recommend your builder to a friend?

The criteria for star ratings are as follows:

• 5 star = 90% or more of homeowners* must be prepared to recommend their builder to a friend.
• 4 star = 80% or more of homeowners* must be prepared to recommend their builder to a friend.
• 3 star = 70% or more of homeowners* must be prepared to recommend their builder to a friend.
• 2 star = 60% or more of homeowners* must be prepared to recommend their builder to a friend.
• 1 star = 50% or more of homeowners* must be prepared to recommend their builder to a friend.

*The percentage is based on the number of valid responses received.

Results for any home builder taking part in the survey are calculated according to the national average results received.

A home builder’s rating will remain the same across all its locations across the country.

View all participating home builders in the 12-month rolling data table.

The HBF Star Rating Scheme is a voluntary scheme open to all home builders with HBF membership. Only home builders opted in to the scheme can participate.

A builder’s star rating is based entirely on the results of a survey that was sent to all their customers. Star Ratings are only awarded when there are sufficient responses to make the results statistically robust.

If you feel you’ve had a bad experience with your builder, we do recommend in every instance to contact the developer direct, through their complaints procedure, as a first step. If no progress is made, contact your warranty provider to resolve the issue.

Please ensure that you contribute to your builders next star rating by completing the survey questionnaire when you receive it.

A builder’s current star rating can be checked by viewing the 12-month rolling data table.

If the builder is displaying the wrong star rating, inform our team by emailing us at info@hbf.co.uk, including:

• The home builder’s name.
• The home builder’s address.
• Any details of the star rating and how it is being displayed (for example on a site flag or in sales literature).
• A photo, if possible.

Star ratings last, and home builders can display their star rating, for one year.

New star ratings are announced in March each year.

While the HBF Star Awards are based on an overall annual score, we publish rolling 12-month rolling data quarterly. This enables home builders to monitor their performance and provides timely updates to home buyers.

• Q1 (house purchases completed Oct-Dec) data is published in June.
• Q2 (house purchases completed Jan-Mar) data is published in September.
• Q3 (house purchases completed Apr-Jun) data is published in December.
• Q4 (house purchases completed Jul-Sep) data is published in March.

Annual star ratings are awarded in Spring each year.

Once a home builder has published a Star Rating they cannot publish some years and not others.

Should a home builder no longer wish to publish a Star Rating, they will be withdrawn from the Star Rating Scheme and will not be permitted to re-join for a period of at least two years.

Once you have been onboarded and have received a full year’s results, the home builder will be awarded a star rating when we publish scores in March each year. Home builders achieving a five-star status will be invited to our Customer Satisfaction Survey awards.

Members taking part in the scheme can also order promotional materials to advertise their star rating. This includes flags and plaques to display on your sites.

All organisations with HBF membership can join the National Customer Satisfaction Survey and HBF Star Awards Scheme.

Fill out the HBF Star Awards registration form to start the process.