McCarthy & Stone celebrates top customer satisfaction marks for a record tenth year
19 March 2015
McCarthy & Stone, the UK’s leading retirement housebuilder, is celebrating after it achieved a five star customer satisfaction rating for a record tenth consecutive year in an independent survey announced by the Home Builders Federation (HBF) this week.
Highlighting McCarthy & Stone’s commitment to delivering excellent customer service across the business’s various product ranges and regions in the UK, the company is the first housebuilder – of any size or type – to have achieved this award for ten consecutive years in the history of the HBF’s Customer Satisfaction Survey.
The HBF award seeks to recognise customer service excellence across the industry, with particular emphasis on developers’ commitment to guiding home buyers through the purchasing process, including the provision of post-sales support.
Clive Fenton, Chief Executive Officer at McCarthy & Stone, said: “We are delighted to receive the HBF Customer Service award for the tenth consecutive year – not least because we are the first housebuilder of any size or type to have done so. We would like to thank all of our customers who have voted to give us this rating and the credit for this fantastic achievement has to go to our committed team operating across our regions and developments, who provide excellent service each and every day, alongside our construction and management services teams who continue to deliver attractive, high quality developments across the UK.
“Alongside delivering a high quality product, customer service and support represents one of the fundamental principles of our business, which is why we have a robust customer service model in place to ensure that potential purchasers and their families are supported and guided through the purchasing process, from the moment that they register interest, right through to the weeks after they have moved into their apartment. We do this through the employment of experienced Sales Executives who can support purchasers through the sales process, to Customer Support Executives who are on hand post-sale to guide the customer through the move-in stages, ensuring homeowners have everything they need to settle into their new home.”
Pioneering the concept of purpose-built, privately owned accommodation for older people, since 1977 McCarthy & Stone has built c.50,000 high-quality specialist retirement apartments in more than 1,000 different locations and currently has more than 160 developments under construction or for sale nationwide.
At the heart of McCarthy & Stone’s business model is its desire to provide a viable, sustainable alternative for the ageing population, centred on purpose-built, high quality developments in central locations which are close to amenities with level access and good public transport links.
Once such couple who have experienced McCarthy & Stone’s five star customer service are Jack and Brenda Taylor, who moved in to McCarthy & Stone’s Kingsman Court in Clacton-on-Sea in September 2014. Jack comments: “Downsizing has given us both a new lease of life. I didn’t have much time in our previous home to socialise or enjoy my hobbies, as a lot of my time was spent looking after the house or gardening, but McCarthy & Stone now takes care of this for us. We’ve made some great friends and are busier now than ever – but for all the right reasons.”
Sheila Haydock, a homeowner at Rockhaven Court in Horwich, also added: “After a 12 month period of careful research and planning, my husband and I decided to ‘right-size’ to our one bedroom apartment at Rockhaven Court. With a smaller home to maintain and smaller annual bills, we are now able to pursue our passions such as travelling and hobbies, and the excellent communal areas at the development mean that there is always someone to talk to. Our house manager, Sharon, really is second to none – she’s fantastic at creating an excellent home environment and it wouldn’t be the same without her.”
With a commitment to invest £2 billion during the next four years in land and build, McCarthy & Stone plans to deliver 12,000 new homes across more than 300 locations, effectively doubling the size of its business. To deliver against these targets, the company will strengthen its regional presence with the creation of three new regions later this year, taking its total regional offices to nine.