27 Jan 2025

NHQB publishes House Builder Customer Satisfaction survey results

Customers looking to purchase a new build home can now see how housebuilders are performing in the areas of quality and customer service, via the New Homes Quality Board website.

Publishing these results is designed to provide new-build home buyers with information about house builders to help guide their purchasing decision, and to encourage excellent service and quality across the industry.  

The survey results come from the National New Homes Customer Satisfaction Survey of home builders that was launched in 2005. This was in response to recommendations made in the 2004 Barker Review of Housing Supply undertaken for the then Labour Government.

It is a self-completion census with surveys sent out to the majority of new-build home buyers by warranty providers LABC Warranty, NHBC and Premier Guarantee.

The annual survey is one of the most comprehensive, large-scale surveys of its type carried out in the UK. Last year around 100,000 surveys were sent out with around half being completed and returned.

Results are published from the customer survey which takes place 8 weeks after legal completion. The NHQB will also be publishing results from the survey that takes place after 9-months, later in 2025. 

Survey results are only published on the NHQB website for developers who meet all the following criteria:

Participate in the HBF National New Homes Customer Satisfaction Survey
Are fully activated with the NHQB
Consent for their results to be published

Publishing information about customer satisfaction survey results for new homes is one of the first recommendations from the Competition and Markets Authority 2024 Housebuilding Market Study to be put in to effect.  

NHQB Chief Executive Emma Toms said:

“Providing customers with the ability to see how house builders are performing is an important step in helping to achieve our mission to improve customers’ experience of buying and settling into their new homes.  

“We encourage all eligible developers to demonstrate this transparency so that more customers have complete visibility about developer performance through the NHQB website.”  

Find survey results for eligible house builders using the search function on the NHQB’s Register of Developers here.

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