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SNAGGING AND QUALITY HOUSE BUILDERS

HBF House builder Star Rating Scheme

The results of the 8-week survey form the basis for the HBF annual customer satisfaction Star Rating Scheme. The NHBC have confirmed the Star Rating is ''a scheme run by the HBF for its members''. Only HBF members can be given a star rating and participation is optional. It could be argued that any builder given a poor rating could (and would) opt not to be included.  However, this could be misleading as several house builders choose not to take part, or like Berkeley Homes, are excluded as they are not HBF members.

The star ratings are based on customer responses to just two of the survey questions:

Q1 Would you recommend your builder to a friend?

The star rating applies to those that answered 'Yes'

Q2 Taking everything into account, overall how satisfied or dissatisfied are you with the quality of your new home?

The star rating relates to the total percentage that answered either 'Very Satisfied' or 'Fairly Satisfied' added together.

5-Star rated builders scored 91% or higher.

4-Star rated builders scored 80%-90%

3-Star rated builders scored 70%-80%

Why some major house builders are not listed or given 'Star Ratings'

Only HBF members can be given a star rating and participation is optional. Those not given a star rating include:- Fairview (685 homes) and Berkeley Homes who are not even HBF members (2,600 homes per year).

This 2020 survey will be the last year that we update the HBF star rating. We feel it has become a meaningless farce, with small house builders building fewer than 150 homes a year attaining 5 star status with just a handful of buyers, often as low as 21, completing the survey, In addition, housebuilders with unfavourable scores able to choose to opt out. There is no point in a star rating scheme if nearly every house builder is rated 5 stars, as in 2020 with 42 out of a total of 48 handed a 5 star rating.

We also believe every new home must be included in the survey and all house builders should be forced to take part in a truly independent survey.

For more information on new home surveys:-

HBF New home customer satisfaction survey results

Can House Builder Surveys be trusted?

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HBF  House builder  Star Rating Scheme