Customers

We believe that delivering high standards of service to our customers is core to our business.

We continue to strive towards improved levels of customer service by employing a full range of communication tools, quality checks and training, aimed at satisfying the needs of our customer at each stage of their ‘journey’. In support of our objectives to raise levels of customer satisfaction, Redrow endorses the efforts of the Home Builders Federation (HBF) in establishing a national survey of new homebuyers in partnership with the NHBC. In addition, in conjunction with the NHBC, the HBF has set a Code of Conduct and model Customer Charter, developed in response to Recommendation 32 of the Barker Review. Redrow has introduced a Customer Charter embodying the requirements of the HBF model charter.

Our primary objective in relation to customer service must be to drive improvements in our build quality and in the interaction of our construction teams with our customers which is also crucial in delivering a premium service. We continued to promote our Assistant Site Manager Accreditation training programme in conjunction with the NHBC, part of which entails the assistant site managers achieving an NVQ Level Three.

We have enhanced the feedback our companies receive from our external survey consultants to identify areas of weakness and training to enhance delivery of customer service has been provided where necessary.