NHBC launches callcutt task group on customer satisfaction

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Friday, 02, May 2008 12:00

NHBC, the UK’s leading standard-raising and consumer protection body for new homes, has joined forces with John Callcutt to launch a new initiative aimed at supporting the house building industry in its quest to make further improvements in the standards of finishing and customer service it offers to new home buyers.

The remit of the Callcutt Task Group on Customer Satisfaction will be to address market surveys which show that customer expectations are rising in a climate where the Callcutt Review of Housebuilding Delivery and the OFT market study have put the spotlight on customer satisfaction.

John Callcutt, Chair of the Task Group, said: “I am pleased to able to work with NHBC on customer satisfaction. I am passionate about the challenge for the industry to meet the ever-increasing expectations of its customers.

“The Task Group will be dedicated to supporting the industry in continuously improving customer service and will deliver definitive standards for the finished quality of new homes, best practice guidance, benchmarking tools, systems, and processes to improve satisfaction levels. NHBC’s involvement means that we can make a real impact on housing as the vast majority of housebuilding is carried out in accordance with its Standards, which are an excellent vehicle for driving change.”

Imtiaz Farookhi, NHBC Chief Executive, said: “In the four years that we have been running it, the NHBC’s survey of new homebuyers has shown, overall, a steady improvement in the levels of customer satisfaction across a range of indicators.

“However, more recently, the rate of improvement has levelled out and satisfaction goes down during the first year of occupation. Some of the reasons for the change in customer satisfaction are due to issues outside a builder’s control, such as parking layouts and restrictions imposed through planning requirements. However, it is clear that issues such as the standard of finish at handover, speed of response in dealing with snags and the overall service a homeowner receives are very important.”

“John Callcutt’s extensive experience in the industry brings enormous benefits to the Task Group and his work, which has helped shape the industry agenda following his Review of Housebuilding Delivery, will be valuable in moving forward the customer satisfaction agenda.”

David Pretty CBE, former Chief Executive of Barratt Developments plc and current Chair of the New Homes Marketing Board, who has joined the Task Group said: “There is a clear need for direction in the industry to bring together the various strands of work which have targeted customer satisfaction.”

“In a competitive market environment where homeowners have become increasingly aspirational and demand greater value for money it is important that all aspects of customer satisfaction are taken fully on board - right from the initial sale, through to snagging, the handover and after-sales service.”

Derek Field, Operations Director (North) of McCarthy and Stone, the UK’s first builder to achieve a five star rating in the Home Builders’ Federation annual customer satisfaction survey, said: “We are pleased that NHBC has taken this initiative to work with the industry to continue to improve the experience and satisfaction our customers receive.

“We know from our own business, which serves a particularly demanding customer group, that achieving excellent customer satisfaction results, requires commitment from the very top and the right attitude from all our staff as well as having systems in place to ensure high levels of product quality and service before and after occupation.”

ENDS

Notes to Editors:

The Task Group on Customer Satisfaction will look at the issue of improving customer satisfaction in the new home industry. The work of the Task Group follows on from, and will build on, an NHBC/HBF Working Group which has now published its findings on improving customer satisfaction levels. The Task Group will work with the industry on targeting ways to improve customer satisfaction.

It is expected that the Task Group will run for six months. In the initial stage, which is expected to last up to four months, the Task Group will focus its work on scoping the work which needs to be carried out and engaging in research to produce preliminary recommendations and action points. During this time projects which will take time to complete, such as a review of NHBC Standards, setting up training programmes and industry benchmarking schemes, will also be developed. The bulk of the time will be spent on formulating and delivering the outcomes of this initial scoping study.

NHBC is the leading warranty and insurance provider for new homes in the UK. It was established more than 70 years ago as a non-profit distributing company. NHBC's primary purpose is to help raise standards in the new house-building industry and provide consumer protection for new house buyers.

NHBC's ten-year 'Buildmark' warranty covers more than 80% of homes built in the UK and has protected more than 6 million homes to date.

NHBC helps raise standards by:

• registering builders who agree to comply with NHBC's Rules and Standards

• setting and maintaining construction standards for new homes

• inspecting at key stages of construction

• providing 'Buildmark,' the most comprehensive warranty and insurance cover for homes in the UK

• offering building control services in England and Wales

• providing a range of services, including technical information, training, health and safety, engineering, energy rating services and home information pack and energy performance certificate provision for new homes and housing-related sectors

Contact: Satvinder Sahota

Direct: 01494-735785

E-mail: ssahota@nhbc.co.uk