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 rating logo and resources 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		16
Allison Homes		117
Amethyst Homes		20
Avant Homes		848
Bargate Homes		32
Barratt Developments		5852
Beal Developments		72
Bellway Homes		4035
Bloor Homes		1740
CALA Group		1209
Cameron Homes		80
Campion Homes		26
Castle Green Homes		109
Cavanna Homes		55
Churchill Living		215
Crest Nicholson		560
Croudace Homes		113
Cruden Homes		28
Dandara Homes		397
Davidsons Developments		293
Denbury Homes		38
Durkan		43
Hayfield Homes		69
Hill Holdings		248
Hopkins Homes		199
Jones Homes		150
Keepmoat		1044
Kingswood Homes		33
Lagan Homes		95
Lioncourt Homes		66
Lovell Partnerships		366
M F Freeman		28
McCarthy Stone		377
Miller Homes		1589
Morris Homes		221
Norfolk Homes		34
Orbit Homes		63
Persimmon Homes		5016
Redrow Homes		1809
Robertson Homes		161
Rose Builders		27
Spitfire Homes		81
St Modwen		481
Stancliffe Homes		22
Stonebond Properties		29
Story Homes		598
Strata Homes		181
Taylor Wimpey		3904
Thakeham Group		55
Tilia Homes		267
Vistry Homes		2459
Wain Homes		421
William Davis		79

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 2025 results brochure

Rolling 12-month data table

The rolling 12-month data table is updated every quarter to provide an indication of customer satisfaction.

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

Home builder	Sample Surveyed	Percentage
A & J Stephen	16	93.8%
Allison Homes	117	94.9%
Amethyst Homes	20	100%
Avant Homes	848	90.9%
Bargate Homes	32	93.8%
Barratt Developments	5852	96%
Beal Developments	72	97.2%
Bellway Homes	4035	95.4%
Bloor Homes	1740	97.7%
CALA Group	1209	96.3%
Cameron Homes	80	93.8%
Campion Homes	26	92.3%
Castle Green Homes	109	97.2%
Cavanna Homes	55	92.7%
Churchill Living	215	96.7%
Crest Nicholson	560	95%
Croudace Homes	113	94.7%
Cruden Homes	28	92.9%
Dandara Homes	397	97.5%
Davidsons Developments	293	94.9%
Denbury Homes	38	97.4%
Durkan	43	93%
Hayfield Homes	69	92.8%
Hill Holdings	248	95.2%
Hopkins Homes	199	96.5%
Jones Homes	150	91.3%
Keepmoat	1044	94.3%
Kingswood Homes	33	97%
Lagan Homes	95	93.7%
Lioncourt Homes	66	95.5%
Lovell Partnerships	366	94.3%
M F Freeman	28	100%
McCarthy Stone	377	94.2%
Miller Homes	1589	94.9%
Morris Homes	221	97.3%
Norfolk Homes	34	100%
Orbit Homes	63	96.8%
Persimmon Homes	5016	96%
Redrow Homes	1809	95.7%
Robertson Homes	161	97.5%
Rose Builders	27	100%
Spitfire Homes	81	92.6%
St Modwen	481	96.9%
Stancliffe Homes	22	100%
Stonebond Properties	29	100%
Story Homes	598	94.8%
Strata Homes	181	92.3%
Taylor Wimpey	3904	95.6%
Thakeham Group	55	92.7%
Tilia Homes	267	93.6%
Vistry Homes	2459	94.4%
Wain Homes	421	91.7%
William Davis	79	93.7%

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