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.
Scores are published quarterly, using 12-month rolling data, approximately four weeks after each ‘reporting period’ closes.
In this section
This year's results Previous years' results Yearly results table 12-month data tableThis year's 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. Other notable scores include:
- 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 in.
Previous years' results
2006 to 2024
Yearly results table
Home builders participating in the survey are awarded a star rating every March, based on levels of customer satisfaction identified in the National New Homes Customer Satisfaction Survey.
Our yearly results table records each home builder's organisation size, sample size and star rating.
| 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 | ||||
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.
| Home builder | Sample Surveyed | Percentage | |||
|---|---|---|---|---|---|
| A & J Stephen | 41 | 84.6% | |||
| Allison Homes Ltd | 241 | 90.8% | |||
| Amethyst Homes | 21 | 90.5% | |||
| Avant Homes | 1202 | 87.6% | |||
| Barratt Developments | 10508 | 94.6% | |||
| Beal Developments | 147 | 96.4% | |||
| Bellway Homes | 6974 | 92.5% | |||
| Bloor Homes | 2364 | 97.4% | |||
| CALA Homes | 2231 | 94.9% | |||
| Cameron Homes | 164 | 94.7% | |||
| Castle Green Homes | 146 | 91.1% | |||
| Cavanna Homes | 97 | 97.5% | |||
| Churchill Retirement Living | 387 | 92.3% | |||
| Crest Nicholson | 1158 | 90.9% | |||
| Croudace Homes | 286 | 92.4% | |||
| Cruden Homes | 76 | 88.6% | |||
| Dandara Homes | 614 | 96.2% | |||
| Davidsons Developments | 470 | 94.9% | |||
| Denbury Homes | 85 | 91.5% | |||
| Durkan | 66 | 89.7% | |||
| Hayfield Homes | 73 | 92.3% | |||
| Hill | 497 | 97% | |||
| Hopkins Homes | 340 | 92.5% | |||
| Jones Homes | 207 | 93.2% | |||
| Keepmoat | 2068 | 92.9% | |||
| Kingswood Homes | 66 | 93.9% | |||
| Lagan Homes | 187 | 97.2% | |||
| Lioncourt Homes | 122 | 93.5% | |||
| Lovell | 760 | 90.7% | |||
| M F Freeman | 40 | 96.4% | |||
| McCarthy & Stone | 972 | 94.2% | |||
| Miller Homes | 2505 | 93.8% | |||
| Morris Homes | 376 | 95.2% | |||
| Norfolk Homes | 88 | 97.2% | |||
| Orbit Homes | 123 | 97.3% | |||
| Persimmon Homes | 7599 | 95% | |||
| Prospect (GB) Ltd | 33 | 88.9% | |||
| Redrow Homes | 3486 | 92.7% | |||
| Rose Builders | 54 | 97.5% | |||
| St Modwen | 608 | 97% | |||
| Stonebond Properties | 43 | 93.1% | |||
| Story Homes | 765 | 95% | |||
| Strata Homes | 343 | 88% | |||
| Taylor Wimpey | 7897 | 94.2% | |||
| Thakeham Homes | 79 | 92.9% | |||
| Tilia Homes | 494 | 88.6% | |||
| Vistry Homes | 4931 | 93.5% | |||
| Wainhomes | 748 | 91% | |||
| William Davis | 240 | 90.5% | |||
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%)