Customer Care

Moving house can be one of the most exciting and stressful things to do in life, which is why we aim to make the whole process as simple and easy as possible.

We monitor satisfaction levels at all points throughout the buying process. Results are collated and reported to the management on a regular basis. This process enables us to evaluate the performance of individual sites and address any areas of weakness where improvements are required.

At the reservation stage we ensure that our customers are provided with detailed information on their new home and that they fully understand the buying process. Throughout the construction of a new home we undertake detailed quality inspections. On completion and prior to hand-over, a further inspection is undertaken by the NHBC. Customers are invited to pre-handover inspections where we can demonstrate aspects of the new home and customers can familiarise themselves with the features of their new home.

On the moving-in day our sales advisers are there to welcome customers. Once they have moved into their new home we check at regular intervals to make sure everything is as it should be. In addition we provide customers with a 24-hour emergency helpline.

Once in residence, all Bellway customers receive a detailed questionnaire. Evaluation of this research provides us with valuable information upon which we consider future adjustments to our service. Training is an essential feature of our approach to customer service and regular training meetings throughout the year enable us to benchmark customer service levels and exchange information on best practice.

The Group has continued to improve the standard and finish of its new homes and independent surveys carried out during 2010/11 showed that 91% of customers would recommend Bellway to a friend.

We try to leave a positive legacy and influence the people who buy our homes. All the homes we sell include a handover pack that provides advice on how a home can be run on an efficient and environmentally friendly basis.