The Home Builders Federation has published the results of its national home buyer customer satisfaction survey, which show 93% of new build home buyers would recommend their builder to a friend.
The results represent a score of over 90% for the sixth consecutive year.
The latest results are based on responses to the National New Homes Customer Satisfaction Survey (CSS) sent to home buyers eight weeks after they receive their keys. The survey is independently operated by new home warranty providers, with the data verified by Ipsos.
The 2026 survey responses show that, despite only 30% having previously bought a new home in the past, more than nine in 10 buyers would buy a new build again in the future.
Elsewhere, the survey’s findings show that 90% of buyers are satisfied with the quality of their home, and the same number are satisfied with the service provided by their builder during the buying process, with 88% happy with the service provided after they moved in. The HBF says that the figures are reflective of the industry’s ongoing commitment to delivering a smooth customer experience and ensuring customers are well-informed throughout their purchase.
The findings show that while most customers reported some issues to their builder, one in five reported fewer snags than expected, despite 70% of respondents having never previously owned a new build home.
The announcement comes with a growing majority of today’s new home purchasers covered by the New Homes Quality Board’s more exacting Consumer Code, which provides access to redress via the independent New Homes Ombudsman Service.
While around 250 builders have signed up voluntarily to the NHQB, the HBF backs moves to put a single code and new homes ombudsman on a statutory footing, as has been committed by successive governments.
The HBF has also published the 2026 list of builders awarded a five-Star rating, based on feedback from the survey. For the first time, this year’s star ratings are based on customer responses to both the eight-week and nine-month surveys in key areas related to the quality of their home and the service they received. The scoring framework has been updated to provide an even greater reflection of buyer experiences while continuing to drive improved outcomes across the industry.
The customer satisfaction survey has served as a valuable barometer for quality and customer care, and aims to drive improvements across the industry while helping consumers to make informed decisions. In recent years, scores across all question areas have risen, reflecting the industry’s positive progress.
Plenty of housebuilders were awarded five stars, including volume housebuilders Barratt Redrow, Bellway, Vistry, Persimmon and Taylor Wimpey, as well as a number of SME developers such as Bargate, Cruden and Thakeham Homes.
Steve Turner, executive director at the Home Builders Federation, said: “This year’s Star Ratings and customer satisfaction results reflect the industry’s ongoing dedication to delivering high levels of customer care.”
“Each year our industry delivers hundreds of thousands of homes, each thoughtfully planned, designed and delivered by a skilled workforce. While the overwhelming majority of customers are happy with their new build home, there is more work to be done to further improve standards and service levels. Most developers are now signed up to the New Homes Quality Board, committing to high standards of customer care and providing their buyers with greater protection, including access to the independent New Homes Ombudsman Service. We continue to support calls to mandate a consistent consumer code and universal access to the Ombudsman, and have urged the government to act on its commitment to deliver this.”
“The star ratings are testament hard work of the entire home-building workforce, across all roles and responsibilities, despite what is an increasingly challenging operating environment.”
