The Home Builders Federation (HBF) and National House-Building Council (NHBC) survey started in 2005 in response to a need to ensure that the customer satisfaction levels matched those of other sectors and prove the commitment of the industry to achieve the highest possible standards.

The 2018 HBF survey shows that the delivery of high levels of customer service is a priority for UK homebuilders.  While, overall, 90% of homeowners would buy a new build property again, there were several areas that left considerable room for improvement:

42% of homeowners felt only fairly satisfied, neutral or dissatisfied with handover on the day of moving

49% of homeowners felt only fairly satisfied, neutral or dissatisfied with the service provided during the buying process

45% of homeowners felt only fairly satisfied, neutral or dissatisfied with the information provided to them on move in day

35% of homeowners reported more problems with their new home than they had expected

54% of homeowners felt only fairly satisfied, neutral or dissatisfied with the service provided after they moved in