Members must not be present when the respondent completes the Survey. I asked the HBF if Persimmon could have had the ‘α’ in the 2016 results, indicating a possible 2 star rating? Members can not refer to in any way a dated Star Rating awarded in previous years.”. Make all survey responses 100% anonymous, rather than leave buyers to tick a box. Now IF it is not company policy it certainly seems to be the policy of the East of Scotland regional office.”, KS said: “Barratts are ……………………..which is the only reason there 5 star. We weren’t happy to answer that question positively which the sales team knew at the time so bribed us with that voucher”. In reply Steve Turner at the HBF told me: “clearly builders can offer incentives as part of their marketing, but it is against the rules to offer incentives that relate to the survey. It would be helpful if you could have a note of the. Barratt state on their website that they are now: “recognised as the highest quality national housebuilder” “We are industry-leading in terms of our quality…” A fact that could perhaps be justifiable on the basis of their site managers winning more NHBC Quality Awards than any other house builder. In 2007, Persimmon were rated 3 star but the results indicated an ‘α’, meaning after taking into account the error margin, the true figure could lie within the lower 2 star band. HBF customer satisfaction survey, the ongoing improvement in our HBF rating, which is trending strongly ahead of the Four Star threshold, is tangible evidence of the progress made so far. I wasn’t allowed my steps at the front down to my garage/driveway until I had given at least 9/10 on the survey! © 2021 The Construction Index [Company No. I’ve had to be the hardest person I can be throughout the process, it’s paid off.”, JG (19 March 2016) said: “Never offered anything, but did get a knock on the door with a request to give a 5 star review.”. Members may advise respondents that they will make a charitable donation for each returned Survey. The Persimmon review says: “Whilst of course it is important for Persimmon to engage with its customers following completion, it may be better to do so in ways less focussed on the award of HBF stars.”. If the builder is displaying the wrong star rating then you should inform HBF. The results for the year to 30 September 2019 (published 31 March 2020), based on 63,418 surveys returned (63%) show a slight "improvement" on the overall industry-quoted "Satisfaction" ay 89% as judged by the Home Builders Federation based on just the " recommend a friend " Question 1 of the survey. However, the Persimmon review report, now published, makes clear that the board is gunning for the wrong target in making HBF stars a priority. HBF’s national new homes customer satisfaction survey of house builders was launched in … Not Persimmon, however, which has a lowly three-star rating, along with the likes of Keepmoat and Lovell. I asked the HBF if they or the NHBC have any way of validating or verifying to rule out “incentivising,” especially as blatant as this? In addition, as the “Industry Results are weighted”, this could also have a marked effect on the industry’s overall “satisfaction – recommend a friend” score percentage, as the six largest house builders accounted for over 53% of the total surveys returned in the 2016 results. Note: a Q1 70% score for Yes is 3 star but 69.9% is 2 star. A series of e mails I have seen, between GL and Persimmon Customer Services, would appear to confirm that vouchers were given and indicate this buyer needed to chase Persimmon for his £250 John Lewis Vouchers – two months after completing the survey last September! I found negative comments about the developer after reserving as well, so I thought I should respond to this. …………………………………………………..!” [SIC]. View individual homeowners responses.” “Identify problems fast – We will send you email alerts if any poor performance scores are received so you can take immediate action. 1 day Cruden Building is set to start construction of new affordable homes at the site of the former Lairdsland Primary School in Kirkintilloch. He wanted me to call him in the minute it arrived. It is essential to have reliable, honest and true measures of customer satisfaction for new-build homes. No error identifiers have been given since the 2010 results. This is asked just eight weeks after legal completion. Housing Redress Consultation – Government finally publish response. An annual industry survey has once again placed Persimmon among the UK’s worst major housebuilders but there was better news for Barratt Scotland, Mactaggart & Mickel and Miller Homes. For each estimate, there is a 95% chance the true figure lies within an error range either side of the sample estimate. We welcome the planned introduction of the New Homes Ombudsman which will further enhance consumer rights in our industry. This might be sufficient to change a builder’s star rating from a possible 2 star (less than 69.9% “Yes”) to 3 star (above 70% “Yes”). Customer care improvement plan initiatives continue to drive improvements in our quality and service-Throughout 2020, Persimmon's HBF survey rating 4 has been trending ahead of the five star threshold. In 2013, a Barratt contracts manager told me that a proportion of their site manager’s £10,000 maximum annual (“best in the business”) bonus (unusually, paid in monthly instalments) is dependent on his buyers returning an average five-star (92% or more) survey satisfaction score each month. Members may only use the Star Rating Logo and their Star Rating in a manner whereby the number of stars actually awarded and the year in which they were awarded is clearly stated. Compare sites within a division. To avoid the perception and/or possibility of influence, Members must not be present when the respondent completes the Survey, Rule 27. Just out of interest was everyone promised the earth when they first moved in if they gave a really good marks on the HBF survey”, LW said: “Hahahahaha K!!!!! I would like to point out I love my flat it’s them that annoy me. Guess what tho they de care! Rule 11 states: “Members may not use or refer to the statistical data underlying their Star Rating in the public domain.” Why? The APPG Inquiry report is due out mid-May! A close call! For example, out of a total 6,034 survey responses, it would only need as few as 240 buyers who intended to respond “No” to be persuaded to respond “Yes” to provide a 4% swing. Only allow builder’s a star rating if the number of surveys returned equate to at least 50% of the private homes they build in the survey year. But might it have been worse? In 2007, Persimmon were rated 3 star but the results indicated an ‘α’, meaning after taking into account the error margin, the true figure could lie within the lower 2 star band. All house builders building 300 or more new homes already know, as shown above!