Can't get no satisfaction - new build ratings go through the floor

Can't get no satisfaction - new build ratings go through the floor

Here’s something which somewhat slipped through the net of housing news.

In March the Home Builders Federation released their annual customer satisfaction report. It shows pretty much all customer satisfaction metrics for new build homes falling. We compared HBF surveys from the past 5 years and found significant falls in satisfaction with condition and quality, and a rise in the number of problems over the period.

  • Satisfied with condition when moved in: -10% since 2012
  • Satisfied with overall quality: -6% since 2012
  • Experienced more problems than expected with new build: 11% rise since 2012
  • Would recommend builder: -6% drop since 2012

Full stats below.

It’s worth mentioning that, with over 50,000 returned surveys, these are quite comprehensive figures. Not only that, but the HBF is the body representing house builders, so these reports provide important evidence that the quality of our new build housing stock is falling.

As long of the cost of land is so high, this situation is likely to worsen, as our New Civic Housebuilding model explains.

Our current speculative system of housebuilding encourages developers to compete to pay the most for the land. This in turn drives up their costs, encouraging them to compromise on quality, as well as affordable housing contributions, in order to ensure healthy profit margins.

The solution to this is to get a grip on the land market and put an end to this speculative feeding frenzy which, ultimately, is punishing consumers with sub-standard homes.

Shelter’s New Civic Housebuilding model looks to do exactly this, and should be considered by the next government in order to fix the underlying structural problems stopping us from building the homes we need. There is no reason why we shouldn’t be building high-quality, genuinely affordable homes that people really want to live in.

 

Statistics showing change over past 5 years

 

Year of publication Reference year of completions Returned Surveys Satisfied with condition when moved in Satisfied overall with quality Experienced more problems than expected with new build Reported 6 problems or more to builder
2017 Completions Oct 15 to Sep 16 52,290 78% 84% 38% 69%
2016 Completions Oct 14 to Sep 15 45,342 78% 86% 36% 66%
2015 Completions Oct 13 to Sep 14 38074 80% 86% 27% 64%
2014 Completions Oct 12 to Sep 13 32,317 85% 90% 30% 58%
2013 Completions Oct 11 to Sep 12 29330 89% 91% 29% 53%
2012 Completions Oct 10 to Sep 11 23778 88% 90% 27% 56%
Change on 2012 -10% -6% 11% 13%

 

 

Year of publication Reference year of completions Returned Surveys Would recommend builder Satisfied with service during buying process Satisfied with service after moving in
2017 Completions Oct 15 to Sep 16 52,290 84% 79% 73%
2016 Completions Oct 14 to Sep 15 45,342 85% 79% 73%
2015 Completions Oct 13 to Sep 14 38074 86% 80% 74%
2014 Completions Oct 12 to Sep 13 32,317 90% 84% 80%
2013 Completions Oct 11 to Sep 12 29330 91% 87% 82%
2012 Completions Oct 10 to Sep 11 23,778 90% 86% 81%
Change on 2012 -6% -7% -8%

 

Year of publication Reference year of completions Returned surveys Would buy new build again Would buy new build again from same builder
2017 Completions Oct 15 to Sep 16 52,290 91% 80%
2016 Completions Oct 14 to Sep 15 45,342 91% 81%
2015 Completions Oct 13 to Sep 14 38074 92% 81%
2014 Completions Oct 12 to Sep 13 32,317 94% 90%
2013 Completions Oct 11 to Sep 12 29330
2012 Completions Oct 10 to Sep 11 23778
Change on 2014 -3% -10%

 

Shelter analysis of HBF customer satisfaction surveys 2012 – 2017

 

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