McCarthy & Stone achieves five star status 13 years in a row

McCarthy & Stone achieves five star status 13 years in a row

McCarthy & Stone are amongst a number of housebuilders to be awarded a Five Star customer rating in a recent customer survey.

The retirement housebuilder has achieved a Five Star customer satisfaction rating for the 13th consecutive year in an independent survey announced by the Home Builders Federation (HBF). Five Stars are awarded when more than nine out of 10 customers would recommend a company to a friend. It is a yearly survey carried out by the HBF, totalling more than 50,000 purchasers of new homes in 2017.

McCarthy & Stone achieved a combined customer satisfaction score of 93.5%. Furthermore, over 90 individual McCarthy & Stone developments received a 100% customer satisfaction score from its homeowners.

Clive Fenton, Chief Executive Officer for McCarthy & Stone, attributed the success to a ‘culture of customer care’ within the business. He said: “At McCarthy & Stone, everything we do starts with quality in mind. This includes the choice of locations, the thoughtful layouts of our apartments, our approach to construction and our in-house management services teams who support our customers after they move and help them to settle in.

Other housebuilders that have secured the five-star rating include CALA Homes, David Wilson Homes Southern, and Bellway.

Alan Brown, Chief Executive for CALA, said: “CALA has built a longstanding reputation as an award-winning homebuilder, but this accolade is particularly meaningful as it comes as a direct result of positive feedback from our customers. It also follows a year of record growth for CALA, with more than 1600 homes sold across the UK, an increase of 46 per cent from last year.

“Being a five-star homebuilder requires the commitment of the whole team from across the business. From land purchase right through to the final completion and beyond, every department is responsible for delivering an exceptional experience and superior product to our customers. The five-star rating is testament to the passion and hard work of everyone at CALA.”

Paul Crispin, Managing Director at David Wilson Homes Southern, said: “We are very proud to be independently rated as a five star builder, and to be the only major national housebuilder to have five stars for nine years in a row. To us this is the most important industry award which is why we put so much effort into building high quality homes in the first place and then looking after our customers as much as possible. It is great to know that more than 90% of our customers would recommend us to a friend.”

Jason Honeyman, Chief Operating Officer for Bellway, said: “Achieving HBF five-star builder status demonstrates a vote of confidence from our customers. A recommendation to a friend is the most powerful endorsement of our homes and the service we provide. Bellway is committed to delivering the highest standards of build quality and customer care. Maintaining these standards is more challenging as the number of homes we build increases, but it is a challenge we are prepared for.”

Stewart Baseley, Executive Chairman of the Home Builders Federation, noted: “Achieving high levels of customer satisfaction is hugely challenging. It requires leadership from Board level downwards and commitment from all areas of a housebuilding business and is a credit to every member of staff. A five star rating is not easy to achieve and is a very positive endorsement of the processes, systems and culture in place and should provide customers with real confidence in the company and homes they build.”


Image: Clive Fenton, Chief Executive Officer for McCarthy & Stone

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