A 5-star homebuilder (NHBC)
Here at Bellway, we’re proud of the 5-star rating we received in the National House Building Council survey, but our aim is to go one step further. Our Customer First programme will build on our previous success and ensure that we continue to exceed our existing levels of customer satisfaction.
Our goals for the future
Although we’re happy to receive such a high rating from our customers, we want to do better. Our focus is on increasing our year-on-year score in the 9-month NHBC survey, achieving at 82% by December 2026.
We’re proud of the 5-star homebuilder rating we received in the 2023/24 NHBC survey, the eighth consecutive year we have received this accolade, with a score of 91.6%. Our aim is to build on our previous success and ensure that we continue to exceed our existing levels of customer satisfaction and improve our score to 95% by July 2025.
Our Customer First programme has contributed to continuing improvements in Bellway’s customer service, with our customers responding to the ‘Service After’ question in both the 8-week survey and 9-month survey with the highest levels of satisfaction recorded in the 8 week survey since 2008, and the 9-month survey since 2013.
Our House to Home view homes see us create a plot divided into First Fix, Second Fix and Final stages. The plots are a standardised learning aid to help develop customers’ knowledge of their home, the materials used, our sustainability principles, our commitment to energy efficiency and the benefits of buying a new property. It’ll also allow us to demonstrate our build quality, products used and construction methods to both customers and subcontractors.
To ensure our sustainability strategy reflects best practice, from FY25 onwards we will work towards three new targets covering community and place-making issues. Our new targets aim to improve community engagement at design stage, measure developments implementing community-wellbeing initiatives, and establish best-practice for design and place making, covering environmental, social and economic sustainability.
With the introduction of a school engagement programme in each of our divisions, we want to drive awareness of Bellway and educate students on the career opportunities available in our industry.
Progress
- We have introduced new site-based quality management and compliance system including training for all site teams by July 2024.
- 77 House to Home View Homes constructed on our developments in FY24.
- Improving customer satisfaction through a reduced ‘Time to Fix’ for defects. The ‘days open’ average for reported jobs is 20 days and our Service After scores in both NHBC survey periods are at their highest since 2013.
We’re not just building homes, we’re building communities
Our key targets for 2024 onwards
- 90 %
- By July 2026, we want to increase our 9-month NHBC survey score to at least 90% (FY23 – 80.6%).
- 100 %
- Enhance the customer experience by launching ‘House to Home’ on all new sites starting construction works in FY24, helping customers understand the build process.
- 100 %
- Introduce new site-based quality management and compliance system including training for all site teams by July 2024.
- 90 %+
- We aim to retain our 5 star builder status and improve our scores year on year (FY23 – 91.1%).
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