The annual Home Builders Federation customer satisfaction survey covering the period October 2015 to September 2016 has just been released and shows that 84% of respondents would recommend their builder to a friend and over 90% saying they would buy a new build home again.
The Home Builders Federation membership is responsible for around 80% of all new build homes in England and Wales in any given year, so their annual customer satisfaction survey is eagerly anticipated in the industry.
Most of the UK's largest builders - like Barratt Developments, Bellway, Bloor Homes, Bovis, Crest Nicholson, Galliford Try/Linden Homes, McCarthy & Stone, Persimmon, Redrow and Taylor Wimpey - are included in the survey.
With all the major house builders trying to increase capacity to deliver more homes, there is a danger that the drive for increased productivity can result in a reduction in quality. While the majority of home owners appear satisfied with their purchase, there is always room for improvement and there is certainly no room for complacency.
Maintaining high standards and strict quality control is even more important at a time of severe skills shortages. In a candidate driven market where there is a limited pool of good Quantity Surveyors, Site Managers, Site Engineers and Project Managers, talented people only want to work at the best companies.
If you were offered positions at a three star organisation and a five star organisation, who do you think would be the employer of choice?
It is no co-incidence that the house builders who consistently score highly on customer satisfaction surveys like the Home Builders Federation survey and who regularly win industry awards for their developments and their people are the same companies who have better staff retention rates and find it easier to attract quality people to join them.
Companies who maintain high quality standards in their buildings are generally the same ones who recognise that investment in their people is the starting point for driving high standards throughout the organisation.
At Blayze Group we regularly see the companies that use our talent management and leadership development programmes picking up industry awards and topping 'best places to work' surveys.
The journey to great customer satisfaction commences well before the building starts - it begins with culture of the organisation, its values and its committment to its people.
Congratulations to all those house builders who excelled this year and we look forward to seeing the whole industry redoubling efforts to ensure that the increasing number of new homes that the country needs are of the highest quality.
As Stewart Baseley, Executive Chairman of HBF, commenting on the survey said:
“These results clearly demonstrate that consumers are overwhelmingly happy with the service and product that house builders are delivering. However, clearly there are instances when the industry does not get it right and recognises the need to do better.
“As output increases the industry faces a huge challenge to ensure it maintains and improves its track record on customer service and build quality. To ensure it has the capacity to do so it has been recruiting heavily and is putting in place processes that will allow it to recruit and train tens of thousands more people in the coming years."
If you are a house builder and would like to know more about how Blayze Group can help with attracting and managing talent, improving retention rates and making your organisation an employer of choice, talk to Harvey Gretton or Claire Jared at our London office on 0207 337 7500.
The Home Builders Federation (HBF) is the principal representative body for private sector home builders and voice of the home building industry in England and Wales. HBF member firms account for some 80% of all new homes built in England and Wales in any one year, and include companies of all sizes, ranging from multi-national, household names through regionally based businesses to small local builders.
You can see full details of the 2017 Home Builders Federation Customer Satisfaction Survey on their web site here.
Established in 2002, Blayze Group is an award-winning recruitment consultancy in the property and construction sector, providing tailored services to clients through specialist teams, each dedicated to and experienced in their particular discipline.
Today Blayze Group is a leading recruitment partner working with organisations in Architecture, Construction, Consulting, Energy and Engineering. It counts most of the leading residential and commercial developers, construction firms and real estate consultancies among its client base.
The Blayze Group Residential Team works with leading developers, house builders and contractors to recruit talented industry specialists to work across all stages of a project from bid management and pre-construction through to completion and financial close.
You can view Blayze Group's current career opportunities here.