In the same week Lovell has been recognised as a gold standard housebuilder by independent market research company In-House Research, we have also achieved the highest rating in the Home Builders Federation (HBF) 2022 National New Homes Customer Satisfaction Survey. Achieving five-star status, for the second year running, we have been acknowledged for its consistent high building standards over the last 12 months.
With a strong emphasis on customer service excellence and an undeniable focus on build quality, our Lovell in East Anglia managing director, Simon Medler, has this to say: “This is a great week for Lovell and I am proud to lead such an incredible team of committed and talented colleagues. Achieving the five-star status from the HBF is a reflection of the continued hard work delivered by our team.
“Every single home we sell is an opportunity for us to make a positive difference to the home buying experience and I am absolutely delighted that we have consistently delivered on our service promise. That said, we must not rest on our laurels, we must continue to keep our customers at the centre of our decision making and ensure that at every opportunity we bring our very best.”
Stewart Baseley, executive chairman of the Home Builders Federation said: “The survey results show that the industry is increasingly delivering very high levels of customer service. Achieving such high levels of customer satisfaction underlines the commitment of house builders to drive improvements through their businesses that deliver positive customer outcomes. With the imminent introduction of a new industry Consumer Code and a New Homes Ombudsman service, the industry is wholly focussed on making the further necessary changes to ensure it complies with the new demanding requirements. These should see further improvements in customer satisfaction levels moving forward and provide new build buyers with even more confidence in their builder and new home.
“To achieve a 5-star rating whereby over 90% of a builder’s customers would recommend them to a friend demonstrates the commitment of the company to its customers and is a significant achievement. “
Launched in 2005, HBF’s National New Homes Customer Satisfaction Survey of house builders is an independent annual survey of new home buyers that monitors customer satisfaction across the larger housebuilding companies. The survey is designed to provide buyers with information about home builders to help guide their purchasing decision and to encourage excellent levels of service to be delivered. The number of stars awarded to a company is based on homeowner feedback on questions including how satisfied buyers are with the finish of their new properties, the service received during the sales process and whether or not they would recommend the builder to a friend.