McCarthy & Stone, Britain’s leading builder of retirement housing, has for the ninth year in succession scooped the five star award for customer satisfaction. The annual Home Builders Federation awards, supported by the NHBC, commenced in 2005, with McCarthy & Stone being the only UK housebuilder to have taken top marks every year since its launch.
The nationwide HBF Customer Satisfaction Survey, which was launched in response to recommendations in the Barker Review of Housing in 2004, is sent to purchasers of new homes shortly after they move in and it asks them to rate areas such as service and the quality of their home.
Based on the percentage of satisfied customers, each of the UK’s major housebuilders is then awarded a star rating from one to five. In the latest set of results, the vast majority of buyers said they were happy with the overall quality of their new home and that they would recommend McCarthy & Stone.
Clive Fenton, chief executive of McCarthy & Stone, said:
“It’s clear that we continue to push the boundaries in terms of build quality and customer service. We have researched the needs of our target customers and construct a well thought-out range of homes to suit their needs.
“Key though is the innate understanding our employees have of our customers. We recognise the issues people face in later life and the difficulties that can sometimes be experienced when downsizing from the family home. We have moving services that make this process easier, but it really does come down to us employing people who genuinely care.”
In the latest full financial year ending 31 August 2013, McCarthy & Stone announced a 15% increase in profits and an 11% increase in unit sales, totalling 1,527 apartments.