93.6% of customers would recommend a Castle Green new home to friends and family

CASTLE Green Homes has retained its 5-star customer satisfaction rating in the annual industry-wide survey conducted by the Home Builders Federation (HBF).

Alongside it is the welcome news that 93.6% of Castle Green customers say they would recommend the North Wales based company to family and friends looking for a new home.

It’s the second successive 5-star result for Castle Green after achieving the top rating last year under the former brand identity of MacBryde Homes.

It tops off a 12-month period that has seen a multi-million pound management buyout of Macbryde by its managing director Gwyn Jones, backed by Steve Morgan owned Bridgemere UK, a major rebrand and the acceleration of ambitious growth plans with six recent land acquisitions set to deliver 900 more new homes across North Wales and Cheshire.

The 5-star accolade has also been earned against the backdrop of the Covid-19 pandemic, which has made customer service more challenging than usual during the past year.

Caryl Russell, sales and marketing director for Castle Green Homes, which has its headquarters in St Asaph, said: “Retaining the HBF 5-star status is testament to the hard work, dedication and flexible approach of our team. We’ve all had to find new ways of working and adapt our procedures to accommodate social distancing, including virtual appointments and online tours and demos of our customers’ homes. We handed 30 homes over in the week of the very first lockdown and are particularly pleased that we were still able to deliver a high standard of customer care to those homeowners.”

Castle Green is actively exploring new ways to improve the customer journey and next in the pipeline is the launch of a new online customer portal that will further enhance digital capability and allow customers to manage much more of their homebuying journey whenever and from wherever they wish.

“They’ll be able to do much more online in their own time, keep track of build progress and use specially designed kitchen and bathroom selector software to make specification choices and personalise their home,” Caryl explained.

Sent to more than 76,000 new home buyers, the results of the HBF annual customer satisfaction survey show housebuilders have delivered a fourth successive year of improved customer satisfaction, with 91% of the customers that responded saying they would ‘recommend their builder to a friend’, the highest since the survey began in 2006.

Stewart Baseley, executive chairman at the Home Builders Federation said: “To achieve a 5-star rating, meaning that at least 90% of your customers would recommend you, is a fantastic achievement that requires commitment from everyone within the organisation.

“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.”

Castle Green completed over 200 new homes in 2020 and has ambitious plans to quadruple in size over the next five years. It is currently active at 10 developments across North Wales and Wirral. To find out more about the new homes available, please click here see