Developer Bellway receives top Home Builders Federation accolade for customer satisfaction

Newcastle-Upon-Tyne based developer Bellway has received the maximum five-star rating in an independent customer satisfaction survey carried out by the Home Builders Federation (HBF).

The five-star award is the highest accolade a new homes developer can receive and with only 15 housebuilders achieving the status this year it confirms Bellway's place among the country’s elite.

Established in Newcastle-Upon-Tyne more than 70 years ago and employing more than 2,000 people across its 19 regional divisions in England, Scotland and Wales, Bellway chief executive Ted Ayres attributed the success to a ‘culture of customer care’ within the business.

“The customer sits at the heart of our business," he said.

"Every department, from land purchase, through to design, construction, sales and aftercare, is fully aware of their role in the journey which our customers embark on when they purchase a Bellway home.

“Five-star service is part of our culture and we are continually striving to improve.”

The HBF ratings, which are based on feedback from customers in the weeks after they move into their new home, found more than 90 per cent of customers would recommend Bellway to a friend.

Bellway achieved 8,721 sales completions in its financial year ending in July 2016, whilst maintaining a focus on quality, with 43 of the group’s site managers awarded NHBC Pride in the Job Awards.

Ted Ayres said: “Performing to five-star standards requires unwavering attention to detail. This is especially challenging given the volume of homes we are building. Every site we develop, from Scotland to the south coast, brings with it its own challenges and every home has its own intricacies. To have more than 90 per cent of our customers say they would recommend us to a friend is a phenomenal achievement for everybody at Bellway.

“We would also like to thank our customers for taking the time to pass on their feedback to the HBF.”

The customer satisfaction survey on which the HBF determines its annual ratings was introduced in 2005 and more than half a million surveys have been completed.

It is conducted annually by the HBF and the National House Building Council, or NHBC, and is completed by new home purchasers. A five-star rating is awarded to housebuilders if more than 90 per cent of its customers would recommend a friend.

Stewart Baseley, executive chairman of the HBF, said: “The Customer Satisfaction and Star Rating Scheme is an accepted, robust and independently assessed measure of customer service.

"Achieving the highest levels of satisfaction is a huge challenge that requires commitment from everyone in an organisation from top to bottom. To do so whilst increasing output, to help address our acute housing shortage, is especially commendable.”

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