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.”

Your News

If you've got a story that would be of interest to Builder & Engineer readers, send us an email

Features

2017-03-29 11:31

Jeremy Gould, VP sales Europe, TomTom Telematics, discusses how technological developments in vehicle telematics have opened up new workflow management possibilities for the construction industry

2017-03-21 10:31

With the demand of oil increasing, it’s estimated that the Earth will reach its full capacity for oil consumption at some point within the next 20 years. This is despite the production of oil decreasing, and the construction industry is no exception to this, reports Niftylift.

2017-03-17 11:55

With construction firms leading the way in drone technology, Claire Cameron takes a closer look at how unmanned aerial vehicles (UAVs) can be used onsite

2017-03-07 17:20

While the physical safety of workers is prioritised on construction sites, mental health is often overlooked, reports Claire Cameron

2017-02-28 15:53

As part of an ongoing revamp, the Joint Contracts Tribunal has rolled out an updated suite of standard form construction contracts for Design & Build. John Cleaveley, partner and head of construction at Weightmans LLP, takes a look at the changes

2017-01-04 10:35

As pressure mounts to achieve the government’s housebuilding objectives, the effective regeneration of brownfield land is becoming increasingly important. Builder & Engineer takes a look at the challenges of regenerating contaminated land

2016-12-30 10:15

New colour-coded system will see traditional helmet colour head out of site

2016-12-30 10:04

Building Information Modelling – or BIM as it is more commonly known – has become something of a buzz word for the construction sector since the Government launched its Construction 2025 strategy in 2011. Claire Cameron investigates why firms should be embracing the technology

Free E-newsletter Sign-Up

Sign up for our free e-newsletter

Looking for a company or service?