UK homebuilding group untypical has received five-star status for both its brands, Tilia Homes and Hopkins Homes, in the latest Home Builders Federation (HBF) National New Homes Customer Satisfaction Survey.
The rating is based on at least 90 per cent of customers saying they would recommend the builder to a friend.
The result marks a first for Tilia Homes, which has moved from a three- to five-star rating since its acquisition by private equity firm Terra Firma in 2021.
Meanwhile, sister company Hopkins Homes has retained its five-star status with increased customer satisfaction scores.
Chris Severson, chairman of untypical, said:
“Moving from three to five stars in such a short space of time is an outstanding accomplishment for Tilia Homes and is testament to the hard work, dedication and innovation of our teams, supply chain partners and contractors.
“This achievement, coupled with the fact that Hopkins Homes has once again secured the highest customer satisfaction rating, means untypical is now a fully-fledged five-star homebuilder. This is a true reflection of our commitment to delivering the highest standards of build quality and service for our customers.”
Neil Jefferson, Chief Executive of the Home Builders Federation, says:
“This year’s survey results highlight the industry’s absolute commitment to delivering high levels of customer service, and compare favourably to satisfaction levels seen in any other sectors or products.
“Customers are the ultimate judges of performance and so receiving such high scores based on their feedback alone is a significant achievement. These results are a testament to the dedication and hard work of the entire home-building workforce, from on-site teams to the boardroom.”
The National New Homes Customer Satisfaction Survey, introduced in 2005, is one of the most extensive industry research initiatives in the UK. Its purpose is to collect feedback from new homeowners to assess homebuilders’ performance in key areas such as build quality and standard of customer care.
Each March, participating homebuilders receive a Star Rating of one to five based on customers’ readiness to recommend them to a friend, one being the lowest score. This survey serves as a benchmark for quality in the sector, helping homebuilders to continuously improve their standards and homebuyers to make informed decisions.