McCarthy & Stone and Barratt Developments in Scotland are the latest housebuilders to have achieved the maximum five star rating from the Home Builders Federation (HBF) following an independent customer satisfaction survey.
The HBF Star Rating Scheme awards builders stars for customer satisfaction, based on homeowner feedback in an independent survey. Now in its 13th year, the survey questions owners shortly after moving into new build properties to establish their satisfaction with the quality of their home and the buying experience.
Star ratings are calculated on the number of customers who would recommend the builder to friends, with a five star rating requiring 90% or above.
McCarthy & Stone’s Scotland team is celebrating after the retirement housebuilder achieved the five star customer satisfaction rating for a record thirteenth consecutive year. McCarthy & Stone is the only housebuilder of any size or type to achieve this award for thirteen years running.
McCarthy & Stone achieved a combined customer satisfaction score of 93.5%, while over 90 individual McCarthy & Stone developments received a 100% customer satisfaction score from its homeowners. Of those developments, 11 were in Scotland; including Scholar’s Gate in St Andrews, Beeches Gate in Aberdeen, Templars Court in Linlithgow, Ashwood Court in Paisley, The Sycamores in Kinross, Conachar Bank in Perth, The Pines in Alloway, Campsie Grove in Bishopbriggs, The Hailes in Haddington, Beacon Court in Anstruther and Tantallon Court in North Berwick.
Lorraine Paterson, regional sales and marketing director for McCarthy & Stone in Scotland, attributed the success to a ‘culture of customer care’ within the business.
She said: “At McCarthy & Stone, everything we do starts with quality in mind. This includes the choice of locations, the thoughtful layouts of our apartments, our approach to construction and our in-house management services teams who support our customers after they move and help them to settle in.
“Five-star service is an integral part of our culture and we are continually striving to improve. We would also like to thank our customers for taking the time to pass on their feedback to the HBF.”
Barratt Developments in Scotland, which includes both Barratt and David Wilson Homes, is currently the only major national housebuilder to be rated as five star for nine years in a row, having first been awarded the accolade back in 2010. With 2018 also being the 60th anniversary year for Barratt Homes, the new five star rating award is a double celebration for the housebuilder.
Douglas McLeod, regional managing director for Barratt Developments in Scotland, said: “The fact that 90% of our customers would recommend us to a friend is testament to the effort we invest to make sure our customers enjoy the best possible experience when buying a Barratt or David Wilson Home.
“Being independently rated as a five star builder is a great endorsement of our approach, particularly as we the only major national housebuilder to have five stars for nine years in a row. To us this is the most important industry award which is why we put so much effort into building high quality homes and nurturing trusted relationships with our customers.”
Miller Homes has achieved five stars for the sixth time in seven years, family housebuilder Mactaggart & Mickel Homes has earned the prestigious rating for the sixth consecutive year, while CALA Homes scored in excess of 93% to achieve the maximum rating.
For a full list of the customer recommendation scores from every participating homebuilder, click here.