Survey reveals fewer people believed their new home represented value for money in 2019

The latest survey from independent new-homes organisation New Homes Review (NHR) has revealed that fewer people in 2019 believed their new home purchase represented good value for money.

Findings from the NHR’s third annual survey showed the number of customers claiming their new home represented value-for-money fell from 69% in 2018 to 67% in 2019, though it remains higher than 2017’s 63%.

More positively, there were small improvements across all other measures of customer satisfaction, especially with the level of service builders and developers provide to customers during and after the sales process.

Customers also continue to rate the importance of their structural warranty very highly (86%), with 89% reporting some level of understanding of what is covered by their policy.

Small improvements across the board

The independent survey covering more than 1,000 new home buyers was conducted from November 2018 to October 2019 and revealed that:

  • Pre-sales service satisfaction improved from 58% in 2018 to 66% in 2019, and aftersales service from 51% to 55%
  • 89% of homebuyers experienced snags or defects (a small drop on 2018’s 91%)
  • 64% of homes were completed on time, an improvement on previous years (59% in 2017 and 63% in 2018)
  • 66% were satisfied with the condition of the home when they moved in and the same number were satisfied with the overall quality of build
  • 60% were happy with the standard of finish of their new home (59% in 2018)
  • Overall satisfaction was 69.5%, just a 0.5% improvement on 2018
  • 86% of customers believe their structural warranty is important and 89% reported some level of understanding of what is covered. Only 11% said they were unaware of what their policy covered

The NHR was launched in 2016 in response to the All Party Parliamentary Group for Excellence in the Built Environment’s report and recommendations from the Commission of Inquiry into the quality and workmanship of new housing in England.

It provides independent insight into the quality of new homes built for sale in the UK by analysing the levels of customer satisfaction amongst purchasers of new homes. NHR shares this information to consumers and to builders and developers, giving the latter valuable insight to help them improve service and delivery.

More details about the NHR and the survey can be found on the NHR website.


Please Note: Every care was taken to ensure the information in this article was correct at the time of publication. Any written guidance provided does not replace the reader’s professional judgement and any construction project should comply with the relevant Building Regulations or applicable technical standards. However, for the most up to date LABC Warranty technical guidance please refer to your Risk Management Surveyor and the latest version of the LABC Warranty technical manual.

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