We want our customers to be delighted with every aspect of the homes and services we offer.
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.
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.