Redrow tops awards for customer service with HBF five star rating

23^rd March 2023

We’re proud to have once again earned the top five-star rating by the Home Builders Federation (HBF).

 

The award is based on the independently operated National New Homes Survey, one of the largest consumer satisfaction surveys in the country, the results of which are used by HBF to calculate a star rating to award the housebuilders committed to meeting customer satisfaction standards.

 

This comes after we scooped a prestigious award of Best Application of Technology at the UK Customer Satisfaction Awards 2023, this month. Redrow was recognised as an organisation that had most successfully deployed technology as part of an overall strategy to improve its customer service and satisfaction offering.

 

These awards are testament to the company’s continued efforts in rolling out initiatives, including:

 

Online Homeowner Support portal

 

While we support customers in the run up to purchasing and moving into their new home, that isn’t where the customer journey ends. The award-winning online portal, Homeowner Support, is an easy area to log issues, as well as including videos and articles to help with common household queries.

 

Over 90% of customers use this platform to interact with us and it emphasises the importance of keeping connected. We have also introduced customer communication videos at various stages of the customer journey, from confirming appointments to giving virtual home tours. It’s also through this platform that we invite buyers to select their welcome hamper, linking the digital and physical customer service.

 

Award-winning teams 

 

We have also gained double recognition for our commitment to workplace diversity and inclusion.

 

November 2022 saw us included in the FT’s annual listing for Diversity Leaders 2023; the fourth annual ranking to be compiled by the FT and Statista based on employee perception. Redrow also has a 4.5-star rating (excellent) on Trustpilot, generated from almost 6,000 reviews from customers.

 

This customer service recognition is then complemented with wider industry kudos for Redrow, silver at the What House? Awards – regularly referred to as the ‘Oscars’ of the housebuilding industry – for Best Large Housebuilder category.

 

Leaders in the industry 

 

In an industry first for a volume housebuilder, homes on our upcoming developments will be heated using air source heat pumps as we move away from traditional gas boilers.

 

The pioneering move will be implemented across our developments nationwide and places us ahead of competitors when it comes to the Government’s proposals to make all new build properties gas-free from 2025. The introduction of air source heat pump technology will have the biggest impact to date on the efficiency on our homes as we move towards an all-electric solution in line with our commitment to achieving net zero carbon by 2050.

 

In the last quarter of 2022, we also became one of the first house builders to implement the New Homes Quality Board’s new code of practice, an independent not-for-profit organisation that has been set up to offer better protection and increased transparency for customers.

 

Matthew Pratt, Group CEO, said: “At Redrow, our focus continues to be giving people a better way to live. We’re delighted to have once again been named as a 5-star builder by the HBF, as well as being recognised for our use of technology in connecting our customers.

 

“As a business we’re continuing to invest in making our customers’ lives better; whether that be by implementing new technological solutions or by ensuring our homes are energy efficient which makes them more cost effective to run. Customer satisfaction is incredibly important to us and I’m grateful to all of our colleagues for their continued work and focus on delivering great customer service, as shown by this award and our customer satisfaction scores remaining excellent year-on-year.” 

 

Emma Morris, Customer & Quality Director, comments: “High quality service will always be our priority, and most importantly this will always be informed by our customers.

 

“Receiving a five-star rating in customer satisfaction from the House Builders Federation once again highlights our customer-first mindset and how these initiatives continue to form part of our long-term journey. We’re grateful to have our efforts continuously recognised by those who matter the most. These are extremely beneficial to us as a business and we use the findings to deliver support to our customers, ensuring we are identifying innovative ways to build homes fit for the future.”