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.
Scores are published quarterly, using 12-month rolling data, approximately four weeks after each ‘reporting period’ closes.
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. Other notable scores include:
Home builders participating in the survey are awarded a star rating every March, based on levels of customer satisfaction identified in the National New Homes Customer Satisfaction Survey.
Our yearly results table records each home builder's organisation size, sample size and star rating*.
*Please refer to our FAQs for more information on how the results are calculated.
| Home builder | Sample Surveyed | HBF Star Rating** |
|---|---|---|
| A & J Stephen | 30 | |
| Allison Homes Limited | 118 | |
| Amethyst | 23 | |
| Avant Homes | 856 | |
| Barratt Developments | 7762 | |
| Beal Developments | 101 | |
| Bellway Homes | 5027 | |
| Bloor Homes | 1682 | |
| CALA Homes | 1260 | |
| Cameron Homes | 79 | |
| Castle Green Homes | 132 | |
| Cavanna Homes | 87 | |
| Churchill Retirement Living | 243 | |
| Crest Nicholson | 965 | |
| Croudace Homes | 192 | |
| Cruden Homes | 70 | |
| Dandara Homes | 434 | |
| Davidsons Developments | 384 | |
| Denbury Homes Ltd | 67 | |
| Durkan | 31 | |
| Hayfield Homes | 57 | |
| Hill | 254 | |
| Hopkins Homes | 249 | |
| Jones Homes | 155 | |
| Keepmoat | 1519 | |
| Kingswood Homes | 62 | |
| Lagan Homes | 102 | |
| Lioncourt Homes | 94 | |
| Lovell | 535 | |
| M F Freeman | 34 | |
| McCarthy & Stone | 460 | |
| Miller Homes | 2062 | |
| Morris Homes | 324 | |
| Norfolk Homes | 42 | |
| Orbit Homes | 95 | |
| Persimmon Homes | 6465 | |
| Prospect | 30 | |
| Redrow Homes | 2261 | |
| Rose Builders | 46 | |
| St Modwen | 573 | |
| Stonebond Properties | 44 | |
| Story Homes | 553 | |
| Strata Homes | 199 | |
| Taylor Wimpey | 5377 | |
| Thakeham Homes | 44 | |
| Tilia Homes | 412 | |
| Vistry Homes | 4064 | |
| Wainhomes | 495 | |
| William Davis | 97 |
= 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
Each quarter in our rolling 12-month data table is updated to represent the percentage of 'yes' responses received in the year to that quarter*.
*Please refer to our FAQs for more information on how the results are calculated.
| Home builder | Sample Surveyed | Percentage | |
|---|---|---|---|
| A & J Stephen | 41 | 84.6% | |
| Allison Homes Ltd | 241 | 90.8% | |
| Amethyst Homes | 21 | 90.5% | |
| Avant Homes | 1202 | 87.6% | |
| Barratt Developments | 10508 | 94.6% | |
| Beal Developments | 147 | 96.4% | |
| Bellway Homes | 6974 | 92.5% | |
| Bloor Homes | 2364 | 97.4% | |
| CALA Homes | 2231 | 94.9% | |
| Cameron Homes | 164 | 94.7% | |
| Castle Green Homes | 146 | 91.1% | |
| Cavanna Homes | 97 | 97.5% | |
| Churchill Retirement Living | 387 | 92.3% | |
| Crest Nicholson | 1158 | 90.9% | |
| Croudace Homes | 286 | 92.4% | |
| Cruden Homes | 76 | 88.6% | |
| Dandara Homes | 614 | 96.2% | |
| Davidsons Developments | 470 | 94.9% | |
| Denbury Homes | 85 | 91.5% | |
| Durkan | 66 | 89.7% | |
| Hayfield Homes | 73 | 92.3% | |
| Hill | 497 | 97% | |
| Hopkins Homes | 340 | 92.5% | |
| Jones Homes | 207 | 93.2% | |
| Keepmoat | 2068 | 92.9% | |
| Kingswood Homes | 66 | 93.9% | |
| Lagan Homes | 187 | 97.2% | |
| Lioncourt Homes | 122 | 93.5% | |
| Lovell | 760 | 90.7% | |
| M F Freeman | 40 | 96.4% | |
| McCarthy & Stone | 972 | 94.2% | |
| Miller Homes | 2505 | 93.8% | |
| Morris Homes | 376 | 95.2% | |
| Norfolk Homes | 88 | 97.2% | |
| Orbit Homes | 123 | 97.3% | |
| Persimmon Homes | 7599 | 95% | |
| Prospect (GB) Ltd | 33 | 88.9% | |
| Redrow Homes | 3486 | 92.7% | |
| Rose Builders | 54 | 97.5% | |
| St Modwen | 608 | 97% | |
| Stonebond Properties | 43 | 93.1% | |
| Story Homes | 765 | 95% | |
| Strata Homes | 343 | 88% | |
| Taylor Wimpey | 7897 | 94.2% | |
| Thakeham Homes | 79 | 92.9% | |
| Tilia Homes | 494 | 88.6% | |
| Vistry Homes | 4931 | 93.5% | |
| Wainhomes | 748 | 91% | |
| William Davis | 240 | 90.5% | |
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%)
= over 1,000 surveys sent = between 300-999 surveys sent = less than 300 surveys sent= 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
