23rd March 2022

McCarthy Stone secures five star status

The team at McCarthy Stone is celebrating after once again being awarded the full Five Star customer satisfaction rating in an independent survey announced by the Home Builders Federation (HBF) today.

The Five Star customer satisfaction rating is the highest award any new homes developer can achieve and is only awarded when more than nine out of ten customers would recommend a company to a friend. It is an annual survey carried out by the HBF, involving 413 purchasers of McCarthy Stone’s homes in 2021, and the results showed that over 90% of McCarthy Stone’s new homeowners would recommend the company to a friend. 

John Tonkiss, CEO for McCarthy Stone, said: “We pride ourselves on offering the very best service and products to our customers at all times, so we are thrilled to have been awarded the full Five Stars from the HBF once again. 

“Our customers have always been at the heart of our business, and this has never been more important than during the last year and through the challenges we have all faced.  We will continue to ensure that the safety and wellbeing of our homeowners is our utmost priority – and to provide the support they need to live independently as part of a thriving retirement community.”

The HBF award recognises McCarthy Stone’s commitment to maintaining consistently high standards of build quality and delivering excellent customer service over the long-term, with particular emphasis on the developer’s commitment to guiding home buyers through the purchasing process, including the provision of post-sales support. 

Stewart Baseley, executive chairman at the Home Builders Federation, said:

“The survey results show that the industry is increasingly delivering very high levels of customer service. Achieving such high levels of customer satisfaction underlines the commitment of house builders to drive improvements through their businesses that deliver positive customer outcomes. With the imminent introduction of a new industry Consumer Code and a New Homes Ombudsman service, the industry is wholly focussed on making the further necessary changes to ensure it complies with the new demanding requirements. These should see further improvements in customer satisfaction levels moving forward and provide new build buyers with even more confidence in their builder and new home.

“To achieve a 5-star rating whereby over 90% of a builder’s customers would recommend them to a friend demonstrates the commitment of the company to its customers and is a significant achievement.“