We want our customers to be delighted with every aspect of the homes and services we offer.
Trustpilot score
HBF rating
of our build stages rated good to outstanding
Quality remains one of the top material issues for our stakeholders and we’ve earned our reputation for consistently delivering homes to a superior standard, as evidenced in ‘Excellent’ Trustpilot ratings and five-star HBF ratings for five years running.
Despite these consistently high ratings, we don’t take customer loyalty or our respected position in the market for granted. It’s why our master planners and designers are continuously finding new and creative ways to meet the changing needs of our customers and the communities we work in.
We know that people want a seamless, self-managed buying process, with Redrow experts on hand to speak to at any time. This spans initial interest, right through to move-in day and the months afterwards. For prospective homeowners, Customer Experience Suites offer virtual viewings and real-time availability of homes, as well as interactive information on unique features like ASHPs, underfloor heating and EPC calculators to help understand the energy savings they could make.
At purchase stage, customers have the option of completing the entire process from their smartphone, using the My Redrow platform to reserve and personalise a property, message securely with experts and view virtual tours of their future home. At the same time, customer hard hat tours remain highly popular. Once moved in, My Redrow continues to provide excellent aftersales support and customers can access advice and report any issues instantly via our highly-acclaimed Homeowner Support portal, now used by 90% of customers. Meanwhile, the new homeowner support team is available to offer friendly, expert help.
Overall, our digital/real-world model of customer servicing is working – as evidenced by customer feedback and validated in cross-sector awards, such as the Institute of Customer Service Customer Satisfaction Awards 2023.
We do not pursue this aim simply to comply with legislation; we do it because we know it significantly contributes to our overall business performance and protects our people. This responsibility extends to the communities we work in.
Upholding the safety and wellbeing of our customers, employees and contract staff remains among the top two most material issues for our stakeholders (alongside climate change) and is key to how we manage risk and protect business continuity and our reputation. Our HS&E Policy and Strategy emphasises safety in the design, build and use of our homes, as well as ensuring considerate and responsible conduct in our operations and culture.
Fundamental to building responsibly is a commitment to continuous improvement on health, safety and the environment. For any incident or accident that occurs, we ensure that lessons are learned and improvements are made to how we plan, manage and monitor activities with new or enhanced operating and management procedures in place. We’ve also improved induction processes for new supervisors and plant operators.
As a responsible housebuilder it’s vital we manage our developments – and the build process – in ways that build positive relationships with the local community and respect the environment. As members of the Considerate Constructors Scheme (CCS) since 2018, we undergo regular audits against the Code of Considerate Practice. In FY23, CCS scored our sites an average of 39.5 out of 45, significantly exceeding our target. CCS scores became part of the bonus scheme for our construction teams in the last year, further incentivising considerate practices.
Reducing our impact on the environment meets legal requirements, contributes to the wider need to achieve net zero carbon and maintains our standing with stakeholders.
Our commitment is to achieve net zero greenhouse gas (GHG) emissions no later than 2050. Working with the Carbon Trust, we have set near-term targets against a 2021 baseline. These have been validated by the Science Based Targets initiative.
We’re now working on our plans beyond 2030, including undertaking feasibility studies to set long-term targets for validation by SBTi. We will also align our net zero roadmap with the Transition Plan Taskforce Disclosure Framework that seeks to enable companies to create rigorous transition plans to net zero carbon.
Our approved near-term science-based targets.
Reduce absolute scope 1 and scope 2 emissions 42% by FY2030 from a baseline year FY2021.
Reduce absolute scope 3 emissions 25% by FY2030 from a baseline year FY2021.
We have been disclosing our carbon emissions and reduction activities to the Carbon Disclosure Project (CDP) annually since 2010. In the most recent submission we were awarded a C grade. Our CDP questionnaire provides more detail on our climate-related risks and opportunities and how these are managed within the business.
We report climate-related disclosures following the TCFD’s recommendations and have structured our responses around the four key thematic areas. Our TCFD report examines a range of possible climate scenarios and the impact of each on Redrow’s business. Our long-term strategy embeds these impacts into governance and processes to ensure a strategic response and practical implementation to prepare the business for a changing world.
Our carbon data is independently verified by external auditors. Copies of the latest assurance statements are available below:
We have developed a suite of initiatives that are designed to reduce our carbon emissions, and are already working on delivering many of these across our business and with our partners. However, we also continuously review new technologies or processes that will help further, both with our Scope 1 and 2 target and our Scope 3 target.
Electric company carsWe have set a target to reach an all-electric car fleet by the end of FY25. By 2023, there will only be electric vehicles available for selection on the company car list (1,230 tCO2e).
HVO fuelHVO is a biodegradable non-toxic fuel that is produced from vegetable fats and oils and can be used as an alternative to mineral diesel. By switching to HVO for our site machinery and generators, we can achieve significant carbon reductions. In FY2022 we used 97,102 litres of HVO which resulted in saving 264 tonnes of CO2e that would otherwise have been emitted in to the atmosphere. This is a reduction in carbon emissions of 98% and the calculation is based on the UK Government’s DEFRA 2022 conversion factors for calculating greenhouse gas emissions.
Renewable electricityWe have set a target for 100% of our operational electricity will sourced from renewable sources, backed by Renewable Energy Guarantees of Origin (REGO) certificates. New contracts have been established in FY22 (5,216 tCO2e – sites) (415 tCO2e - offices).
Heating and lightingNew modular compounds introduced in FY22 offer more carbon and energy efficient site accommodation. Additionally the introduction of a ‘switch – off’ initiatives across our customer experience suites, show homes and homes nearing completion will further contribute to reductions (132tCO2e + 10TCO2e).
Identified improvements recommended as part of the ESOS report (2019) have been costed and scheduled in as part of the wider Redrow Office upgrade planned over the upcoming years.
PV panelsCosting and payback exercise undertaken identified that the installation of PV panels at Redrow’s Head Office, St David’s Park will offer significant carbon reductions and a cost neutral benefit within 7 years (50 tCO2e).
Diesel emissions reductionWe are working with our construction and commercial teams to connect our site accommodation and homes to the national grid as early as possible to reduce the need for diesel generators. By monitoring and reporting on average site connection time we are able to identify trends and good practice (10 tCO2e approx.)
Fuel efficiencyBehavioural change campaign planned explaining the impact of leaving machinery idle rather than ‘turning it off’ will be undertaken in the upcoming years. Predominantly targeted at ground workers and machinery operators (10 tCO2e approx.)
Solar generatorsIn FY23 we plan to undertaken further trails of solar generators on our site to identify the cost version carbon / energy savings (10 tCO2e).
Implement Future Homes Standard (FHS) 2025Our ‘homes in use’ contribute 50% of our Scope 3 emissions, the impact of the 2025 FHS building regulations will significantly contribute toward reducing this.
As of January 2023, homes on all our upcoming developments will be heated using air source heat pumps. This is our commitment 2 years in advance of the FHS regulations. And will reduce the carbon emissions from our homes by 70 – 80% compared with our previous house design.
Every site and plot we complete ahead of building regulations will help guarantee we reduce our scope 3 emissions by 22% and meet our 2030 target.
Support our supply chain with setting own NZC targetsOur scope 3 emissions are heavily reliant on our supply chain’s own emissions, target setting and carbon reduction plans.
By understanding where our supply chain are, on their own NZC journey and how they plan to reduce their carbon emissions, our carbon experts can offer advice, support and facilitate carbon related training.
Establish an EPD database for our key carbon contributorsWe are working with our key carbon contributors to better understand the products we use to build our homes.
Environmental Product Declaration (EPD) provide us with information about a product's impact upon the environment based on it’s life cycle assessment. This will allow us to compare different materials and products in order to help us select the most sustainable options.
Carbon related causes within commercial contractsAs part of the onboarding process, there will be an expectation that our preferred suppliers and subcontractors will set science-based emission reduction targets in line with SBTi resources, or equivalent, within 5 years.
Engage with industry product associationsProduct related emissions account for nearly 38% of our total Scope 3 emissions.
Transformational change in the materials and products we buy; how they are designed, manufactured and distributed; and their raw-material composition needs focus on lower carbon emissions.
Becoming net zero by 2050 is an industry wide priority by partnering with product associations we can create a bigger impact.
Improve data accuracyUse the GHG protocol to ensure consistency in data collection and report using transparent tCO2e across all reporting categories.
Higher certainty in supply chain data will improve Redrow’s ability to drive and track reductions.
Collaborate with Supply Chain Sustainability School & Future Homes HubWorking with our industry peers and supply chain via the Supply Chain Sustainability School and the Future Homes Hub working groups we are sharing best practice and R&D to guarantee our industry is moving toward Net Zero Carbon no later than 2050.
We have undertaken Life Cycle Analysis to understand the carbon footprint of our homes, resulting in better visibility of how to reduce the carbon footprint of each home we build.
Ahead of the government’s proposals to decarbonise new-build homes from 2025 (part of the Future Homes Standard), we were the first large homebuilder to incorporate ASHPs and underfloor heating as standard in Redrow houses.
We are partners in the Supply Chain Sustainability School, which is an award-winning initiative providing free learning and development to help our supply chain partners address sustainability issues. The School offers free practical support to all Redrow suppliers and subcontractors in the form of e-learning modules, training workshops and self-assessments. Since we became partners with the school, over 4,700 free resources have been accessed by more than 300 Redrow suppliers. We encourage our supply chain to improve their knowledge and understanding of sustainability issues through the School's programmes and also sit on the Homes Leadership Group and Carbon and Waste Special Interest Groups, supporting the development of the School.
We offer customers the opportunity to upgrade their homes by adding solar PV panels through MyRedrow, our online sales system. This reduces the customer's reliance on grid electricity and reduces their utility bills. It also improves the home’s EPC rating, which is a score relating to the cost of energy needed to run a particular home, while reducing CO2 emissions. The average EPC rating for our homes is B, but the integration of solar PV can improve this to an A rating.
Our programmes to reduce waste, improve water efficiency, and source timber responsibly has helped to not only reduce costs, but also our upstream and downstream impacts on the environment.
Our waste strategy has been developed around three key phases of waste reduction in our processes: design, supply chain management and site operations.
Our award winning Reduce the Rubble research project sought to drill-down and identify every component of the waste generated during our build process. The research helped us to better understand the root-causes of waste and identify how it might either be eliminated, reduced or re-used.
We work in partnership with the Community Wood Recycling Schemes to recycle and recover waste timber from our sites. The Community Wood Recycling Scheme is a national network which provides a collection service for excess wood, with the aim of saving resources by reusing and recycling waste timber. The Scheme also operates as a social enterprise, creating opportunities for local people.
Our Sustainable Timber Procurement Policy commits us and our supply chain to only source certified timber from sustainably managed forests, through Forest Stewardship Council (FSC) and The Programme for the Endorsement of Forest Certification (PEFC) schemes. Operations managed to FSC standards protect the trees, habitats, biodiversity and the local people from corruptive dealership and landownership.
In 2023 we had evidence to confirm that 99.92% of our timber is sourced from FSC or PEFC sources.
We also submit to the CDP Forests Programme to maintain transparency in our reporting and support our aim of becoming an industry leader in this field. In the 2022 submission, we were awarded a B- grade and we’re now reviewing the assessment, to see where we can improve even more.
Although water isn’t currently rated as a significant material issue for the majority of Redrow stakeholders, each year risks associated with water availability and quality become more acute. These range from pressures on water conservation and neutrality, to business continuity risks posed by supply interruptions and reputational issues arising from rising home water bills. Extreme heat and lower rainfall in the summer will result in further impacts on water stressed areas.
We also incorporate Sustainable Urban Drainage schemes (SUDS) on the majority of our developments to improve rainwater management and reduce flood risk. SUDS Systems are designed to mimic the natural drainage of surface water by managing rainfall, whilst also often providing habitats for wildlife.
In our operations, we look to reduce water use wherever possible from more water efficient site cabins to using recycled water for wheel washes. Our total water use has reduced in the last 12 months.
Our homes are industry-leading in terms of water efficiency, with a rating of just 105 litres per person per day, well below the Building Regulations requirement of 125 l/p/d. We achieve this with highly efficient fixtures, water saving baths and flow restrictors.
Achieving water neutrality is an important consideration in areas of high water stress. We are exploring ways to improve our water efficiency further through research and partnership to contribute to the goal of water neutrality. For example, we’ve joined multi-stakeholder forums to collaborate on water efficiency and water neutrality solutions including collaborating with the industry through the Future Homes Hub.
We’re committed to playing our part in tackling high nitrate and phosphate content in rivers and coastal water. At our developments in sensitive river catchment areas, we’ve been working hard to find innovative solutions, such as replacing low-value agricultural land with biodiverse green infrastructure, creating wetlands and building on-development wastewater treatment works.
