Putting Our Customers First

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Striving for quality and service excellence in all that we do.

Reducing resource use in our homes

Warm & efficient homes

We focus on designing our homes with high quality insulation, boilers and ventilation systems to ensure they are energy efficient and help reduce carbon emissions. Our SAP Rating is 84. SAP ratings are expressed on a scale of 1 to 100. The higher the number the better the energy rating. The UK average for all homes is 59.

Saving every drop

We also take great care in helping our customers save on their water bills by installing water-saving features throughout the home. We design our homes to a specification of 105 litres per person per day, which is better than current building regulations. We continue to provide guidance for our customers on how to use less water in the home and garden. In the 2021, 6% of completed homes were installed with a water butt, for watering gardens and other landscaped areas.

Customer service excellence

As a customer focused organisation, our membership of the Institute of Customer Service supports our commitment to providing an excellent customer service experience, along with accreditation of our customer service training.

Customer support

To complement our customer guidance we have created a series of short informative 'How to' videos available on Redrow TV. These provide information, advice and demonstrations for our customers on the operation and maintenance of home features. Additionally, as part of the customer journey, customers undertake a ‘hard-hat visit’ to their home during construction, where they can have an overview of the build process, and gain a better understanding of the measures taken to improve the quality and energy efficiency of their home. Once the home is complete, a 'home preview' visit is carried out, where customers are shown around their new home by sales staff who also demonstrate its key features. This includes: use of the boiler for heating and hot water; setting of timers, smart thermostats, radiator controls and zone heating; lighting; ventilation systems and trickle vents; water saving devices and how to use any renewable technologies in the home.

Our commitments

Find out about our commitments to customers and quality and how we're progressing here

Find out here

Supporting sustainable lifestyles

Redrow customers are given the opportunity to add optional extras to their home during the buying process via our online portal, MyRedrow. The list of optional extras available to customers includes standard products such as carpets and worktops, as well as sustainable products including Electric Vehicle Car Charging points, Solar PV Panels, Water Butts and Eco Waste Bins. Overall, there has been an increase in the number of purchases of sustainable optional extras during 2021 in comparison to 2020 sales. The most popular sustainable product sold in 2021 was the EV Car Charging Point, which saw more than a 100% increase in units sold compared to last year. EV Car Charging Points were also installed on Redrow developments as a requirement for planning, meaning that 24% of our homes built in the year were designed with access to EV Car Charging facilities. Our Eco-Waste Bin, which provides a convenient recycling segregation point for customers, also proved to be more popular this year.

Strategy in action - Pride in the Job

24 of our site managers received a Pride in the Job Quality Award in 2021. The accolade, established by the National House Building Council (NHBC), celebrates the exceptional contribution site managers make in creating homes of outstanding quality. Pride in the Job, first launched over forty years ago, is the most highly regarded competition in the house-building industry. The winners of the prestigious industry award are selected from a pool of 16,000 site managers across the UK.

Alan's attitude and pride in the job paid off

Experience and pride in a job well done at Redrow’s Leestone Buzzard development, has earned Redrow site manager Alan Cooke a Pride in the Job ‘Quality’ Award. The award recognises Alans’s commitment to ensuring excellent workmanship and attention to detail, using his expertise to resolve technical issues on site. With between 40 and 100+ people working on the site at any one time, the award also recognises excellent leadership skills and achievement of good standards in health, safety and welfare issues.

Our homes are built to a high specification

The standard specification of our homes goes above and beyond the minimum requirements of current building regulations. Our homes include features which make them highly energy efficient, comfortable and more affordable to run. This in turn helps our customers to reduce their demand for energy and to reduce their own carbon footprint.