The future for our customers

We are operating in a rapidly changing regulatory landscape. The drive towards a low carbon economy will mean the homes of the future will look and perform differently, with a move away from traditional types of construction, heating and ventilation. We must understand what this means for our customers. The challenge is to develop innovative low carbon homes while maintaining high levels of customer satisfaction.

The key issues for customers are location, quality and cost so we need to consider these issues throughout the development process. We are implementing a new way of working to monitor our costs more closely. This allows us to identify issues in build quality early so we can take remedial steps promptly in order to satisfy our customers needs.

In the coming months we will be reviewing our home inspection procedures to ensure consistently high build quality standards are maintained prior to handover to the customer.

Improving levels of service

In 2010 we will publish our new customer charter, clearly setting out our commitments to our customers.

We consulted with the HBF and NHBC on the emerging Consumer Code for Home Builders and welcome its introduction in 2010. This consultation has enabled us to re-examine our own service levels and while we already exceed the Code in many areas, it has encouraged us to refocus our priorities and develop better processes and procedures. The Code will ensure that our customers are treated fairly, transparently and given sufficient information so that they can make informed purchasing decisions.

Read our customer charter