In a year that has delivered unprecedented challenges, Lovell has continued to put its customers at the centre of its operations, focussing on their needs and expectations and developing strong relationships with home buyers throughout the process. This customer centric approach, coupled with greater forward planning and collaboration, has not only secured Lovell a five star rating but has led to increased annual sales and growth. Despite the pandemic, last month (February 2021) Lovell announced strong year end results with higher levels of construction and sales activity than in previous years.
Lovell managing director, Steve Coleby says: “To achieve a 5 star rating from the HBF is incredible and is a true reflection of the talent and commitment of every single member of the Lovell team. Despite the enormous challenges we have faced in the last 12 months, it’s the drive and determination of the people in this business which has resulted in this prestigious accolade.
“We pride ourselves on the design and quality of the homes we build and a huge amount of work goes into ensuring that the excellent service we deliver meets our customers’ needs and expectations. To have this recognised is a real accomplishment. These have been testing times in many different ways for our teams and I am so pleased that our collective effort, to get hundreds of families happily moved into a Lovell home, has been achieved and recognised.”
Speaking today HBF’s executive chairman Stewart Baseley said: “The survey demonstrates that the industry is delivering an excellent level of service in the opinion of over 90% of its customers. The fact that we have seen four successive years of improved satisfaction levels shows the clear focus builders have been putting on the customer. That this level of satisfaction has been delivered during a pandemic that saw sites closed and builders unable to access homes for a period makes it even more of an achievement. The industry remains committed to maintaining the significant progress of recent years and fully supports moves to put an independent New Homes Ombudsman in place to strengthen customer protections and continue to drive up standards.”
Mr & Mrs Moore moved into a Lovell home on the Morgan Glen Larkhall development during the pandemic, Mr Moore has this to say about Lovell: “Last year was really tough, my wife and I were both working from home and also planning a house move and I have to say Lovell couldn’t have done more to make the move as stress-free as possible. The Lovell team pulled out all the stops to get us into our home as quickly as possible. It was absolutely remarkable to be greeted on our doorstep by the Lovell Regional Managing Director, Kevin McColgan, this was totally unexpected and testament to the high-value customer service Lovell has consistently delivered.”
Launched in 2005, HBF’s National New Homes Customer Satisfaction Survey of house builders is an independent annual survey of new home buyers that monitors customer satisfaction across the larger housebuilding companies. The survey is designed to provide buyers with information about home builders to help guide their purchasing decision and to encourage excellent levels of service to be delivered. The number of stars awarded to a company is based on homeowner feedback on questions including how satisfied buyers are with the finish of their new properties, the service received during the sales process and whether or not they would recommend the builder to a friend.