Customer engagement

Overview

  • We regained our 5 Star Homebuilder rating from the House Builders Federation (HBF) (2016: 4 Star), one of only 2 national housebuilders to have achieved this rating this year
  • Based on the HBF customer satisfaction survey, we achieved an average overall customer care score of 85.2% (2016: 85.7%)
  • We have provided 997 days of customer care training in the last year (2016: 966)
  • 48% of our site managers have NVQ Level 6 qualifications or above
  • A record 49 NHBC ‘Pride in the Job Awards’ were received (2016: 43), recognising site managers’ commitment to customer care
  • We created a new Customer Experience Committee to identify and drive forward further improvements in build quality and customer service

Performance Against 2016/17 Target

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

We regained our 5 Star Builder status, with at least 90% of our customer saying they would recommend Bellway to their friends.

Comparative Data

Percentage of homes developed on Brownfield Sites

 

2017/18 targets

For the 2017/18 Bellway financial year, we have set a range of targets across our three CR themes (Environment, Construction, and Society and Economy). We have prioritised these targets and published our top 12 priorities across the themes for this financial year. This approach allows us to focus our efforts on the areas of greatest impact, while continuing to work internally on our additional targets.

Below you can find our public targets relating to energy.

We will deliver high levels of customer satisfaction, aiming to retain our ‘5 Star Builder’ status for the 2017 year and achieving an overall customer satisfaction score of at least 85.7%

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 customer care training programme 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, one or more showhomes are 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.

Case study

Local Pupils Unveil Northwich’s Latest Piece of Art

Bellway North West invited pupils from Lostock Gralam Church of England Primary School to get involved in a special project to design mosaics at the Long Wood Park development in Northwich. Long Wood Park features a communal open space seating area and Bellway appointed mosaic artist Natalie Guy who worked with pupils at the school to design three mosaics inspired by the natural environment of Lostock Gralam.

Building Ties with Local Schools

Bellway divisions engage with schools across the country, helping teachers to link school topics with real life industry, as well as providing important safety messages to children.

Pupils at Whitehouse Primary School in Milton Keynes were given a lesson in health and safety as they visited one of Bellway’s latest developments in the town. As well as a site tour, children were shown the different types of work which goes into building homes, and were taught about the different clothing and equipment builders use to stay safe.

Year One students at Raunds Infant School visited one of Bellway’s sites where they were given a demonstration in bricklaying by Site Manager Steve Kolodziejczyk and his team. The visit was part of the school’s ongoing studies into the Great Fire of London, and Bellway showed the children the methods and techniques which builders use to make sure that new homes are as safe as possible to live in.