Customer Engagement

We are committed to maintain our status as a 5 Star Builder, reflective of our commitment to providing high levels of customer satisfaction.

Although we narrowly missed retaining our HBF/NHBC 5 star housebuilder status this year, nine out of ten of our customers would recommend Bellway to a friend.

We will aim to regain our status as a 5 Star Builder, reflective of our commitment to provide high levels of customer satisfaction

We narrowly missed regaining our 5 star housebuilder status.

We will aim to achieve an overall customer satisfaction score of at least 83.8%, by reference to a broad based measure comprising six performance criteria

Our 2015/16 score was 85.7%.

We will deliver high levels of customer satisfaction and aim to achieve ‘5 Star Builder’ status for the 2016/17 year.

 

For our customers, the pre and post sales experience is central to how satisfied they feel and how likely they therefore would be to recommend the Bellway brand. We aspire to provide the best possible customer experience in order to reinforce our reputation as a high quality national home builder.

Bellway’s highly trained and dedicated team of Sales Advisors are the first people our customers meet and are there for help and support from the home reservation stage through to legal completion and beyond. They are always on hand to ensure that the whole home buying process runs as smoothly as possible. Following completion, our Customer Charter clearly communicates what our customers can expect from their after-sales experience.

Sales Teams

Senior management, site management, Sales Advisers and customer care teams are trained to an advanced customer service level. This ensures that customer facing employees are equipped with higher level listening and communication skills so that they can better understand and respond to customer needs in a proactive and friendly manner.

Sales teams follow an in-depth induction plan when joining Bellway to ensure that they are trained to the highest level in both sales and customer relations. This is further supported by an ongoing training programme and enhanced customer care training during the year totalled 5,800 hours, ensuring that we continue to offer the best levels of service to new and existing customers.

Bellway sales offices have been redesigned to provide a comfortable, contemporary and pleasant setting for the sales experience, one in which customers can feel relaxed when choosing their new home. Where possible, a showhome is present to provide a sample of the house types and quality of product available.

Supporting Informed Decisions

Feeling part of a new community and being comfortable in the new environment is an important consideration in choosing where to live. In addition to the assistance provided by the sales teams, we support customers in making the best decision on purchasing a new home in the right location for their needs.

We have listened to our customers when they tell us what local area information they need to know and have compiled it in an easy to use folder which is available to view in sales offices. Along with information specific to the development and purchase process, the ‘my space’ folders contain a wealth of details about the local area. Each folder is unique to the site location and information will typically include:

  • Development details and information on the purchase process.
  • Council tax banding and utility provider details.
  • Details of schemes available to assist purchase.
  • Local amenities (doctors, hospitals, dentists, vets, supermarkets, banks etc.)
  • Transport links.
  • Schools and colleges, together with their latest OFSTED report.
  • Recreational facilities (parks, leisure centres, theatres, youth teams and clubs etc.).
  • Local recycling centres information.

Development brochures are available directly from sales offices, by request via telephone and from our website. Stringent controls are in place to ensure that all information given is as accurate as possible and good quality computer generated images are used to provide customers with the best possible impression of how the properties will look, both internally and externally.

We also provide accurate and high quality information regarding the pricing and availability of the developments on our website. 

Demonstration

Once a property has passed its Quality Control Final Inspection (QCFI), customers are invited to attend a Pre-Occupation Demonstration which takes place prior to legal completion. The Site Manager demonstrates the fundamental workings of the property to the customer over a period of one to two hours. Customers are encouraged to ask questions at this meeting and we aim to supply all the information needed to enjoy their new home once they move in. 

Handover

On the day of legal completion the Sales Advisor and Site Manager show the customer to their new home. Here, they complete a Quality Assurance Form to ensure that the customer is happy with the quality of the home and give the customer their keys. We provide a Customer Handover Pack which contains important information about the home and how to care for it, together with the manuals and guarantees for products fitted to their home. We realise that this is a special occasion for the customer and we work hard to make it as memorable as possible. Our  Customer Charter sets out what our customers can expect from Bellway.

Continuous Improvement

We are committed to continual improvement across all of our operations and have set stretching targets to ensure delivery to the highest standards. We take our customer service and quality standards very seriously. We use the Home Builders’ Federation New Home Satisfaction Survey results to help us measure the degree of satisfaction with our service. Owners of new homes are asked a series of questions to determine how happy they are with the quality of their home and the customer service they received, from first visiting the sales office to the day they moved in and beyond. Based on these factors, customers are asked how likely they are to recommend Bellway to a friend. These measures are used to define and improve standards across our business.

By listening to our customers we can identify where we need to raise our performance, and can quickly ensure procedures are put in place to make the necessary changes. Procedure training, spot checks and ‘mystery shopping’ help to reinforce higher standards and ensure that new procedures quickly become established practice. 

Customer Satisfaction

The results of our customer satisfaction survey for overall satisfaction, measured across six key performance indicators, saw Bellway score 85.7% in 2015/16 against a target of 83.8%. The feedback received from customers is invaluable not only with regard to improving the level of service provided but also in respect of house type designs, features and more generally what is important to a customer when considering a new home. 

Percentage of Customers Who Would Recommend Bellway to a Friend

Bellway constantly reviews its extensive Customer Care Procedure which, supported by regular audits and training programmes for employees, ensures that we maintain and seek improvement on our high standards.

The Home Builders’ Federation (HBF) carries out New Home Satisfaction Surveys for all new home owners. We again narrowly missed out on regaining our 5 star rating, but year-to-date scores for the current year are encouraging and we hope to regain our 5 star status when the results are announced in March 2017. 

Case Study

London Festival of Architecture

As part of the London Festival of Architecture, Bellway hosted a ‘Meet The Architects’ event at Thames Gateway’s The Residence, part of the Nine Elms South Bank regeneration scheme in Vauxhall. People with an interest in design, architecture, engineering and residential development came along and learned about the process of transforming a two-dimensional design into a place someone can call home.  

The event gave visitors an exclusive tour of the live building site and access to the expert team responsible for the distinctive structure. As well as an opportunity to see the original plans, visitors were able to discuss how these have translated from paper into practice, with the team of architects who masterminded the design

 

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