McCarthy & Stone retains five star accolade for customer satisfaction for record twelfth consecutive year

30 March 2017

McCarthy & Stone, the UK’s leading retirement housebuilder, is celebrating after it achieved a five star customer satisfaction rating for a record twelfth consecutive year, in an independent survey announced by the Home Builders Federation (HBF) this week. The five stars are awarded when more than nine out of ten customers would recommend a company to a friend.  

McCarthy & Stone is the only housebuilder of any size or type to achieve this award for twelve years running, which is every year since the awards began. The HBF’s yearly survey of purchasers is one of the largest ever customer surveys, totalling 52,290 purchasers of a new home in 2016, with 1,433 customers from McCarthy & Stone completing the survey.

The HBF award recognises McCarthy & Stone’s commitment to delivering excellent customer service across the business, with particular emphasis on the developer’s commitment to guiding home buyers through the purchasing process, including the provision of post-sales support. 

McCarthy & Stone provides high-quality developments in central locations which are close to amenities with level access, and good public transport links.  The award is particularly impressive given the company’s recent expansion – it grew by 20% in 2016, building and selling 2,299 apartments. 

The modern designs of McCarthy & Stone apartments have grown around features tried, tested and honed over a total of more than 1,100 developments in the last 40 years, and which has been helped by continual feedback from its customers. 

Clive Fenton, Chief Executive Officer at McCarthy & Stone, said: “We are delighted to receive the HBF Customer Service award for a twelfth consecutive year and that so many of our homeowners say they would happily recommend us to their friends.  We would like to thank all of our customers who completed the survey. 
“We believe this is testimony to the quality and attention to detail that goes into the service we provide, and all of our developments.  This is a fantastic achievement and thanks must also go to our committed teams across the regions who provide excellent service day in, day out to deliver attractive, high-quality developments across the UK.”

McCarthy & Stone has a robust customer service model in place to ensure that customers and their families are supported and guided through the purchasing process. A dedicated team of experienced Sales Executives support homeowners through the sales process, and specialist Customer Support Executives are on hand post-sale to guide the customer through the entirety of the moving-in stage, ensuring homeowners have everything they need to settle into their new home.  

Once such couple who have experienced McCarthy & Stone’s five star customer service are Don and Brenda Rhodes, who moved in to McCarthy & Stone’s Squire Court in South Molton, Devon last year. Don, comments: “While our son and daughter both flew the nest many years ago, choosing to live abroad, my wife and I remained in the four-bedroom family home. When taking care of the maintenance of the house – and especially the garden – started to become a real hassle, we decided the time was right to downsize to a low-maintenance apartment. After all, there’s more to life than toiling away doing time-consuming chores! 

“We are so lucky to be able to enjoy the calming peace and quiet of a countryside setting, as well as excellent access to the town centre. Our House Manager, Maria Stratton, is fantastic at making sure everything at the development is running smoothly, and that everybody is happy, as well as coming up with ideas for fun activities and events. We love living here. Squire Court truly does offer retirees the opportunity to downsize without compromise.”

McCarthy & Stone is mid-way through its four year programme to invest £2.5 billion in high-quality retirement developments to meet its objective of building and selling more than 3,000 retirement units per annum over the medium term. This is the largest investment of its kind by any company in the UK.  

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