HFS launches new strategy and customer satisfaction initiative with call for quality as well as quantity

With the need for more new homes to address the country’s housing crisis top of the political agenda, ensuring high levels of quality and customer satisfaction is a matter of equal importance, according to Homes for Scotland (HFS).

The message will be delivered to the audience of 150 senior industry representatives and other housing stakeholders gathering at the annual conference of the representative body in Edinburgh today.

HFS launches new strategy and customer satisfaction initiative with call for quality as well as quantity

Nicola Barclay

The topic will take centre stage to tie in with the launch of the ‘Five Star Builder’ scheme in Scotland as one of a number of initiatives HFS is pursuing to celebrate success, promote best practice and help raise standards across the home building industry.

Chief executive Nicola Barclay said: “We talk a lot about the need to deliver more housing, but we also want to focus on the importance of providing a high-quality home for each and every purchaser.

“Previously only those building across the UK could take part and publish their results but the exciting news being announced today means that companies operating north of the border can now also fully participate. This means that, in time, those thinking about buying a new home will have a clear benchmark to compare their builder in terms of customer satisfaction.”

Ms Barclay added: “Highlighting the significance builders attach to this, we are delighted that more than ten of our members who are now able to take part in the scheme for the first time have taken the opportunity to sign up.”

Underscoring this, Tom Buchanan, marketing manager at A & J Stephen (Builders), said: “We are delighted to be part of this quality initiative which will focus customer attention on the performance of the new build housing sector. The customer survey will allow us, through a rigorous externally verified process, to look closely at the various aspects of the home buying process which our customers feel are important to them.

“The results of the surveys will help guide and improve the way we manage not only customer relations but also product development and future design.”

Echoing these sentiments, Walker Group sales director, Sandy Casey, added: “We have long been supporters of the rating system and are thrilled that it is finally available to Scottish housebuilders. A high rating not only provides reassurance to customers that they are buying a quality product but is also a great inspiration for everyone within the sector to continue to innovate and raise industry standards.”

This focus on customers and continuing improvement forms a key plank of the new five year strategy HFS is also publishing today.

Ms Barclay added: “Making our strategy publicly available for the first time demonstrates our approach to collaboration and the wish that everyone with an interest in increasing housing supply can unify around the primary purpose of delivering more homes for Scotland so that we can meet the needs and aspirations of our growing population.”

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