Redrow retains top award for customer service with HBF-five star rating

21st March 2024

We have once again earned the top five-star rating by The Home Builders Federation (HBF).


The award is based on the independently operated National New Homes Survey, one of the largest consumer satisfaction surveys in the country, the results of which are used by the HBF to calculate a star rating to award the housebuilders committed to meeting customer satisfaction standards.


This follows a Silver win at the WhatHouse? Awards 2023 for Best Large Housebuilder, Best Use of Technology at the UK Customer Satisfaction Awards, as well as a prestigious award of Best Customer Satisfaction at the UK Housebuilder Awards 2023.


We have implemented a number of new customer-focused initiatives over the past year and this is a testament to our continued efforts in keeping ahead of the industry when it comes to customer experience. As a result, we have also maintained an ‘excellent’ Trustpilot rating with over 7,700 reviews.


One of a kind for homebuyers


We developed and launched an innovative mobile app, helping homeowners find their dream new home in just a few taps. Building on our reputation for digital innovation and customer experience, the app is the first and only of its type on iOS and Android.


Research found that almost 40% of homeowners will use a property app to search for their new home, so it was built to support market demand and needs. The app caters to homebuyers’ behaviour while offering the quickest and easiest way to find their new home and is the next step in our ongoing investment into improving digital experiences for their customers.


Industry-first online experience


While our home-buying experience is extremely convenient, it’s also highly personable. We introduced bespoke video messaging for every customer – a first for a UK housebuilder. This means sales, site and customer service colleagues can create and send personalised videos to customers, such as introductions, appointment reminders and hard hat tours of part-completed homes. The experience is often cited by customers as a point of difference, particularly amongst those who are moving long distances or who find it difficult to physically visit site.


While we support customers in the run up to purchasing and moving into their new home, that isn’t where the customer journey ends. The award-winning online portal, Homeowner Support, is an easy area to log issues and speeds up resolution times.


Leaders in the industry


It’s been over a year since we launched our brand new Eco-Electric homes, helping homeowners reduce their energy bills with future-ready features such as air source heat pumps, ground floor underfloor heating and thicker insulation. The pioneering move places the housebuilder well ahead of competitors when it comes to the Government’s proposals to make all new build properties gas-free from 2025.


We continues to invest in important new, green technology and leads the way by ensuring our homes are ‘zero carbon ready’ for when the grid is decarbonised and helps homeowners in the immediate terms with a better, more efficient energy solution.


Redrow homeowner, Celene said: “We were so excited to move into a property with an air source heat pump that had an underfloor heating system, especially after living in a grade one listed property which was not energy efficient at all. We had seen so much about heat pumps in the news and knew we wanted a property with one to future-proof our home. They are the future, after all! Going from a period property to a new build with an air-source heat pump has been like going from one extreme to another. Not only is it considerably cheaper to heat our home, but we also don’t need to look at any unsightly radiators – plus our feet stay toasty on frosty, winter mornings with the under-floor heating!”


Matthew Pratt, Redrow CEO, said: “At Redrow, our priority continues to be giving people a better way to live. We’re proud to have been named as a five-star builder by the HBF once again, building on our previous industry-leading recognitions for our customer service.


“As a business we’re continuing to invest in making our customers’ lives better and easier; whether that’s implementing new technical solutions or ensuring our homes are energy efficient which makes them more cost effective to run. Customer satisfaction is a main focus for us and this award is dedicated to our hardworking colleagues and their continued work on delivering great customer service.”


Emma Morris, Customer & Quality Director, comments: “It’s great to see our unwavering commitment to customer satisfaction once again earning us a five-star rating from the House Builders Federation. High quality service will always be our priority, and something that is informed by our customers. These initiatives continue to form part of our long-term journey and receiving this recognition for our customer-first mindset from those who matter the most is proof we’re doing the right thing.”