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New Homes Review: Homeowners Have Their Say


The first results from the New Homes Review (NHR) survey have been published, with insights into how homeowners rate their new homes, how they perceive their builders and whether they would recommend them to others.


The survey, conducted between November 2016 and May 2017, revealed that over two thirds (69%) of homeowners said that they were satisfied with their home after purchase. However, it was also shown that 87% of new homes had snags after completion; 55% of these having more than 10 snags and a further 27% going unresolved entirely.


Resultantly, these issues led to over a quarter (26%) of respondents saying that they would not recommend their builder to others.


On the other hand, with 58% of respondents giving a score of 7/10 or above for the standard of finish on their home, 64% giving a score of 7/10 or above for the quality of their home, and 26% saying that they would recommend their builder, there are a lot of positives to be taken from the results.


Over half (59%) of homeowners gave the importance of the structural warranty on their new home a score of 10/10, showing that, from a homeowner’s perspective, they place a high importance on knowing they are protected.


“We regularly hear horror stories about nightmare builders and new build developments that are not fit for purpose - it’s been a particular issue in the press this year - but clearly not all developers are the same. While the complaints we hear from our members show developers of all sizes, from major brands to smaller names, have been guilty of delivering poor quality homes it’s clear there are some good firms operating in the market too.

It’s essential to research the developer before buying a new build. Look at their previous work, check what is said about them in online forums and never rely solely on their marketing materials - take what they say in their brochures with a very large pinch of salt.”

Paula Higgins, CEO of Homeowners Alliance

“This survey reveals two sides to the home build process. Close to 70% of owners are happy with their property, once it is complete, but sadly getting to the ‘complete’ stage causes issues. The main comments received relate to snags and the property being dirty and not cleaned before they moved in, which are relatively easy to remedy.

This survey also highlights the importance of getting a warranty on your property. It is pleasing that close to 60% of respondents gave the importance of a warranty a score of 10 out of 10. Only 7% said they had no knowledge of the warranty. .”

Kate Hughes, New Homes Review


About the New Homes Review:


Launched in November 2016, The New Homes Review (NHR) was established to provide independent feedback on the level of customer satisfaction, knowledge of the process and quality of new homes being built for sale in the UK. Feedback is obtained through an on-line survey 


The New Homes Review was launched in response to the All Party Parliamentary Group for Excellence in the Built Environment’s report and recommendations from the Commission of Inquiry into the quality and workmanship of new housing in England.


The results will form the basis of an annual NHR rating for and will be shared with builders and developers as a measure of customer satisfaction.


Further details about the NHR can be found here.