The National New Homes Customer Satisfaction Survey of home builders was launched in 2005 in response to recommendations in the 2004 Barker Review of Housing Supply.
The survey is a self-completion census carried out by the buyers of new build homes.
About the Survey
Since its launch, the National New Homes Customer Satisfaction Survey has become one of the most comprehensive continuous industry research exercises in the country.
Survey results are published in March each year.
The survey is designed to provide new build home buyers with information about home builders to help guide their purchasing decision, and to encourage excellent service and quality across the industry.
Since the survey was launched more than a decade ago, scores in all question areas have improved significantly.
The survey has provided a barometer for the industry and for individual builders to gauge performance and drive improvements.
This year the Competition and Markets Authority (CMA) made a number of recommendations in its housebuilding market report with regards to build quality and customer service, including the introduction of a single mandatory consumer code and access to an ombudsman for all new home buyers.
Developers building the majority of the country’s new homes have voluntarily registered with the New Homes Quality Board (NHQB), providing customers with access to the independent New Homes Ombudsman Service, which should result in continual improvements to satisfaction levels over the coming years.
Want to view the survey results?
Visit the results page.
Are you a home builder?
Join the survey and access CSS promotional material.
Frequently Asked Questions
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.
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.