Customer care is no longer just a measure of satisfaction - it’s fast becoming the benchmark of leadership in UK housebuilding.

Homebuilders are under more pressure than ever to exceed increasingly transparent customer expectations.

We sat down with three key voices in our industry who sit at the forefront of homeowner experience.

Amy Wright, Operations Director at the New Homes Quality Board, Steve Turner, Executive Director at the HBF, and Dan Harrison-Cox, Group Customer Care Director at Persimmon Homes.

Together, they unpack what it really takes to raise the bar in an industry where expectations have never been higher.

We covered:

• The cultural shift driven by the New Homes Quality Code
• Why the HBF Star Rating now defines leadership
• How senior teams can embed behaviours that create a genuinely customer‑first culture
• Balancing cost pressures without compromising care
• What tomorrow’s customer care landscape looks like - and what leaders should be preparing for now 

This episode is packed with real-world insight for anyone responsible for quality, customer experience, or strategic oversight.

If you want to understand where the industry is heading - and what high‑performing developers are doing to stay ahead - this one’s for you.

We enjoyed it. We think you will too.