Castle Green Homes Retains HBF Five-Star Rating

Wednesday, 23rd March 2022

A new customer portal and a commitment to quality has enabled Castle Green Homes to retain its HBF five-star rating for customer satisfaction while increasing output.

The St Asaph-based homebuilder was named amongst the industry elite by the HBF (Home Builders’ Federation) following its annual customer satisfaction survey.

More than 93% of Castle Green homeowners, surveyed eight weeks after moving into their new property, said they would recommend the company to friends.

Castle Green chief executive Gwyn Jones said: “The HBF customer satisfaction survey is carried out independently and so gives an accurate reflection of what our homeowners really think. The number of surveys completed by our customers has increased and for so many of our buyers to say they would recommend us speaks volumes.

“This is the third consecutive year we’ve been recognised as a five-star homebuilder, which is a fantastic achievement. We’ve worked hard to ensure that as we increase the number of homes we build, the quality of the end product remains consistently high. The introduction of a bespoke customer portal designed and built in-house by our team has undoubtedly played a part in us maintaining high levels of satisfaction. It’s meant we can streamline some of the processes to help ensure customers have all of the information they need at the click of a button.”

Features of the customer portal include a comprehensive system to report snags, an instant messaging tool, DIY videos, and a calendar of appointments.

The survey period covers 12 months from October 2020 to September 2021. During that time, Castle Green was live on 13 developments across North Wales and the North West of England.

Stewart Baseley, executive chairman of the Home Builders Federation said: “The survey results show that the industry is increasingly delivering very high levels of customer service. Achieving such high levels of customer satisfaction underlines the commitment of house builders to drive improvements through their businesses that deliver positive customer outcomes. With the imminent introduction of a new industry Consumer Code and a New Homes Ombudsman service, the industry is wholly focussed on making the further necessary changes to ensure it complies with the new demanding requirements. These should see further improvements in customer satisfaction levels moving forward and provide new build buyers with even more confidence in their builder and new home.

“To achieve a 5-star rating whereby over 90% of a builder’s customers would recommend them to a friend demonstrates the commitment of the company to its customers and is a significant achievement.”

In the financial year ending March 31 Castle Green will build circa 300 homes, up from 213 last year. Currently it has homes available in Dyserth, Denbighshire, and Warrington, Cheshire, with new developments coming soon in Penyffordd and Wrexham, in North Wales, Thornton, near Liverpool and Daresbury and Congleton, in Cheshire.

We’re so glad we chose a Castle Green home. First class service from start to finish. The Sales Team helped us every step of the way, and provided us with some helpful tips when making our choices of tiles etc. We have been in our new home for five weeks now and we’re receiving great after sales care. Everyone on site has been helpful and nothing is too much trouble for the team here. We can certainly recommend Castle Green Homes.

Margaret and Tony
Cae Felin, Denbigh, Denbighshire

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