"At Redrow, we believe that delivering high standards of service to our customers is an integral part of our business."
We continue to strive towards improved levels of Customer Service by employing a full range of communication tools, quality checks and training, aimed at satisfying the needs of our customer at each stage of their ‘journey’. In support of our objectives to raise levels of customer satisfaction, Redrow endorses the efforts of the Home Builders Federation (HBF) in establishing a national survey of new homebuyers in partnership with NHBC. In addition, in conjunction with the NHBC, the HBF has set a Code of Conduct and model Customer Charter, developed in response to Recommendation 32 of the Barker Review. Redrow has introduced a Customer Charter embodying the requirements of the HBF model charter. We considerably improved our ranking in the HBF Customer Service Survey published in April 2008 and during the last twelve months 78% of customers expressed satisfaction with their dealings with Redrow and 83% would recommend Redrow as a consequence of their experience.
Our primary objective in relation to customer service must be to drive improvements in our build quality. Over the last year the average number of reportable items under the NHBC inspections was 18% lower than the peer group average (2007:8%). The average number of items in 2008 was 0.34 as compared with 0.32 in 2007. We continued to promote our Assistant Site Manager Accreditation training programme in conjunction with the NHBC which includes assistant site managers achieving an NVQ Level Three. In total, 31 employees have successfully achieved accreditation. This training programme has been shortlisted in this year’s Housebuilding Innovation Awards in the Best staff/training initiative category, The interaction of our construction teams with our customers is also crucial in delivering a premium service. Redrow’s strength here is demonstrated by a string of awards received during the year, which reflect quality of design and construction, augmented by 8 “Pride in the Job” awards from the National House Building Council (NHBC) .
We understand that there is more to do to improve our service and during the year we have carried out a review of our customer service activities. This highlighted the need to improve communications with our customers during their buying journey and we upgraded our processes as a consequence. We have enhanced the feed back our companies receive from our external survey consultants to identify areas of weakness and training to enhance delivery of customer service has been provided where necessary.
View the Redrow Customer Charter - PDF Format