27 Mar 2025
Robertson Homes, has been awarded the coveted Five Star status by the Home Builders Federation (HBF) after recording industry-leading customer satisfaction results, posting a satisfaction rating of 97.5% from a survey response rate of 83.7%.
The HBF award is based on the results from the national new home Customer Satisfaction Survey, which is carried out independently by the National House Building Council (NHBC). For a homebuilder to attain Five Star status at least nine out of 10 of its customers must answer yes to the question ‘would you recommend your builder to a friend?’
John Murphy, managing director at Robertson Homes, said: “Customer satisfaction is achieved not only through exceptional build quality and award-winning design, but also by a commitment to providing excellent customer service, great communication, sustainability initiatives, community engagement and the friendliness and professionalism of our teams.
“To achieve such a high satisfaction rating is practically unheard of in our industry and reflects our customer-focussed approach. Specific measures we have put in place include lengthening our build programme to deliver higher specifications; enhancing milestone checks during build progress to ensure maximum quality; investing substantially in the customer journey experience; instigating a market-leading six-week notice letter to customers to allow them to plan their move smoothly and personal director inspections of every property before handover.
“To achieve Five Star status with such a high percentage of customers happy to recommend us to family and friends is testament to the hard work and dedication of everyone at Robertson Homes Scotland, Robertson Homes North East England and Robertson Living.”
Andy Dodds, regional director of Robertson Homes North East England, where 100 per cent of customers surveyed said they would recommend the company, added: “As an independently-owned business we have the flexibility to satisfy the needs of our customers in a personal and empathetic way, which is clearly what our customers want and recommend.
“Our customers can now be confident they are in safe hands when making probably their biggest ever life purchase.”
