Results from independent satisfaction survey see home builders outperform most sectors, achieving over 90% recommend score for sixth consecutive year
The Home Builders Federation (HBF) has today, Tuesday 24 March, published the results of a national home buyer customer satisfaction survey showing that in the past year 93% of new build home buyers would ‘recommend their builder to a friend’.
The latest results are based on responses to the National New Homes Customer Satisfaction Survey (CSS) sent to home buyers eight weeks after they receive their keys. The survey is independently operated by new home warranty providers, with the data verified by Ipsos.
The 2026 survey responses show that despite only 30% having previously bought a new home in the past, more than 9 in 10 buyers would buy a new build again in the future.
Elsewhere the survey’s findings show that 90% of buyers are satisfied with the quality of their home and the same number are satisfied with service provided by their builder during the buying process, with 88% happy with the service provided after they moved in. The figures are reflective of industry’s ongoing commitment to delivering a smooth customer experience and ensuring customers are well-informed throughout their purchase.
The findings show that while most customers reported some issues to their builder, one in five reported fewer snags that expected – despite 70% of respondents having never previously owned a new-build home. In the vast majority of cases these issues are very minor – such as a paint drip – and expected given that new homes are built outdoors, in all weather conditions and by multiple tradespeople. What matters most is that builders communicate with the customer and address any snags quickly – and with 88% of customers satisfied with the service they received after they moved in, it’s clear the industry is delivering on this expectation in the most part.
Today’s announcement comes with a growing majority of today’s new home purchasers covered by the New Homes Quality Board’s more exacting Consumer Code that provides access to redress via the the independent New Homes Ombudsman Service.
While around 250 builders have signed up voluntarily to the NHQB, HBF is supportive of moves to put a single code and new homes ombudsman on a statutory footing, as has been committed by successive Governments.
HBF has also today published the 2026 list of builders awarded a 5-Star Rating, based on feedback from the survey. For the first time, this year’s star ratings are based on customer responses to both the eight-week and nine-month surveys in key areas related to the quality of their home and the service they received. The scoring framework has been updated to provide an even greater reflection of buyer experiences while continuing to drive improved outcomes across the industry.
Launched some 20 years ago, the customer satisfaction survey has served as a valuable barometer for quality and customer care, driving improvements across the industry while helping consumers to make informed decisions. In recent years, scores across all question areas have risen, reflecting the industry's positive progress.
Steve Turner, Executive Director at the Home Builders Federation, said: “This year’s Star Ratings and customer satisfaction results reflect the industry’s ongoing dedication to delivering high levels of customer care.
“Each year our industry delivers hundreds of thousands of homes, each thoughtfully planned, designed and delivered by a skilled workforce. While the overwhelming majority of customers are happy with their new build home, there is more work to be done to further improve standards and service levels. Most developers are now signed up to the New Homes Quality Board, committing to high standards of customer care and providing their buyers with greater protection, including access to the independent New Homes Ombudsman Service. We continue to support calls to mandate a consistent consumer code and universal access to the Ombudsman, and have urged Government to act on its commitment to deliver this.
“The star ratings are testament hard work of the entire home-building workforce, across all roles and responsibilities, despite what is an increasingly challenging operating environment.”
The results from this year’s customer satisfaction survey and star awards can be found at hbf.co.uk/policy/css-star-awards