Beyond the Stars: What HBF Satisfaction Ratings Really Tell Homebuyers
The Home Builders Federation (HBF) recently announced record customer satisfaction ratings for the fifth consecutive year - but what does this really mean for new homeowners?
Record Satisfaction or Statistical Sleight of Hand?
The Home Builders Federation has published their latest star ratings, reporting that 94% of new build home buyers would recommend their builder to a friend, a slight increase from last year's figures. According to the HBF, this marks the fifth successive year that the industry has achieved scores above 90%, suggesting consistent quality and customer care across the sector.
Launched approximately two decades ago, the HBF survey has served as the industry's primary barometer for quality and customer satisfaction, aiming to drive improvements while helping consumers make informed decisions. The latest results indicate that 94% of respondents would purchase a new build home again, with nearly 70% reporting satisfaction with the quality of their new home.
Looking Beyond the Headlines
While these figures paint an optimistic picture, we at NAPSI believe homebuyers deserve a more in-depth understanding of what these statistics represent.
The current survey methodology captures homeowner sentiment just eight weeks after completion, a period when many latent defects may not yet have surfaced. Major structural issues, seasonal problems with heating or cooling systems, and other significant defects often become apparent only after several months or even a full year of occupancy.
Many of our professional snagging inspectors regularly identify substantial defects in properties built by developers who have achieved 5-star ratings. This suggests a potential disconnect between the survey results and the on-the-ground reality experienced by homeowners in the longer term.
Promising Developments
It is worth noting some positive developments in the industry. More than half of the country's home builders are now voluntarily registered with the independent New Homes Quality Board (NHQB), offering buyers enhanced consumer protections and access to the independent New Homes Ombudsman Service.
From 2026, the HBF will implement changes to incorporate responses from both eight-week and nine-month surveys, which should provide a more comprehensive view of customer satisfaction over time. This is a welcome step toward more meaningful measurement.
The Value of Independent Inspection
As the national body for professional snagging inspectors, NAPSI recommends that all new homebuyers consider engaging an independent, qualified snagging inspector before completion and certainly within the developer's warranty period. Professional inspection can identify issues that might otherwise go unnoticed until after the easiest remediation period has passed.
When nearly all builders achieve the highest star rating, the differentiation value of these ratings becomes questionable. Independent, professional assessment remains the most reliable way to ensure your substantial investment is protected.
Looking Forward
NAPSI continues to work with stakeholders across the industry to promote transparency, accountability and genuine quality in new build homes. We advocate for:
More comprehensive and longitudinal satisfaction measurement
Greater transparency in reporting defects and remediation timeframes
Standardised inspection protocols to ensure consistency
Enhanced training for site managers and quality control personnel
As the industry evolves, NAPSI remains committed to supporting both homeowners and construction professionals in achieving the high standards that everyone deserves in what is likely to be the most significant purchase of their lives.
