During the course of the year we monitor customer satisfaction levels by employing an independent company who benchmark our performance. There are various scoring metrics such as “Recommend a Friend” and “Overall Satisfaction”. We continue to generate strong satisfaction scores which this year reached 93.8%. Additionally, Head Office speaks to clients direct on a regular basis and the findings are reported to divisional management at regular meetings.
We are endeavouring to respond to clients complaints within seven days and have a 24 hour helpline in the case of emergencies. The Group has been recognised independently as achieving a 5* rating by the House Builders Federation Survey. Every year the NHBC run a Pride in the Job Award for site construction staff. This year we received 23 awards, our fourth consecutive year of improvement.