| 2007 we said |
2008 we did |
In 2009 we will |
| Develop better understanding of the customer experience and views in our leading sustainable communities. |
Piloted a questionnaire for those registering an interest in our One Brighton development |
Extend our research to other exemplar developments. |
| Improve sustainability information for customers in our marketing material and home user guides for all Crest Nicholson homes. |
Updated our Home User Guide, to comply with Code for Sustainable Home requirements. |
Conduct in-depth Post Occupancy Evaluation on one of our developments. |
| Incorporate sustainability questions into our quarterly customer surveys. |
Rescheduled to FY09 when new approach to customer satisfaction survey will be launched. |
Incorporate sustainability questions into improved customer satisfaction survey process. |
| Increase access to home ownership through affordable housing and by introducing schemes to assist first time buyers. |
Crest Nicholson EasyBuy scheme continued.
Promoted a range of Government schemes: First time Buyers’ Initiative, MyChoiceHomebuy and OwnHome. |
Continue Crest Nicholson EasyBuy scheme.
Actively work with Government/Agencies to deliver homes to the various assisted schemes. |
| Use independent financial advisors for every sale, ensuring our customers understand whether they can reasonably afford the purchase of their home. |
Crest Nicholson has ensured independent financial advisors are available to all our customers. |
Continue to provide this service, ensuring that customers understand the financial responsibility of home ownership. |
| Achieve 80%* or over for overall satisfaction ratings (customer sales, build quality and after sales services). |
Revised measure to use HBF data.
Achieved 81.7% |
Maintain target. |
| Achieve a score of 8/10 or over for recommending a friend. |
Revised measure to use HBF data.
FY07 score of 75% improved to 79% in FY08. |
Set new targets. |
| Maintain zero breaches on codes for advertising and marketing, including the British Code of Advertising. |
Maintained zero breaches. |
Continue to maintain zero breaches. |