National New Homes Customer Satisfaction Survey and HBF Star Rating scheme

The HBF’s Star Rating scheme was launched in 2005 and has since become one of the largest new home build satisfaction surveys in the UK.

As well as providing a key indicator of how well developers are performing, home builders often use their star rating to promote high levels of customer satisfaction to potential new buyers.

HBF member builders and developers who build at least 20 units a year can opt into the scheme by joining Premier Guarantee’s New Homes Survey.

Every month, participating house builders submit details of all completions and corresponding new owner details to Premier Guarantee. From there, Premier Guarantee handles all the work for you.

We send out postal, email or text survey invitations to your home buyers eight weeks from the date of completion, depending on the data submitted and according to any contact preferences.

Home builders can access the results online via a dashboard that gives a snapshot of feedback received, which can be used for benchmarking and reporting back to the business.

If you are a HBF member and you choose to opt into the HBF Star Rating scheme, we will collate and send the feedback we receive through the New Homes Survey to the HBF so they can calculate your final rating.

The HBF Star Rating scheme survey year runs for 12 months from 1st October to 30th September and is based on the legal completion date of new homes.

You do not have to participate in the HBF scheme to take part in the Premier Guarantee New Homes Survey and you will enjoy the same access to results via your online portal.

The HBF will inform participating companies of their star rating once all ratings have been collated and independently verified.

Companies may publish their own rating percentage alongside their rating for the respective survey year. Many do so for marketing and promotional purposes.