POSTED: 19 March 2021

Hayfield retains its five-star customer satisfaction rating from the Home Builders Federation


Hayfield has retained its five-star customer satisfaction rating in the second year it has participated in the esteemed star rating scheme run by the Home Builders Federation (HBF).

Hayfield has retained its five-star customer satisfaction rating in the second year it has participated in the esteemed star rating scheme run by the Home Builders Federation (HBF). 96.4% of the luxury housebuilder’s customers would recommend Hayfield to a friend.

The HBF scheme awards housebuilders stars for customer satisfaction, based on homeowner feedback in an independent survey. The surveys are sent out to purchasers once they have taken occupation of their new home and are designed to establish satisfaction levels with the quality of the property and the buying experience. Star ratings are calculated on the number of customers who would recommend the housebuilder who built their new home to friends, with a five-star rating requiring 90% or above.

Hayfield specialises in building high specification eco-friendly family houses and has seven live sites located in prime locations in Oxfordshire, Bedfordshire, Cambridgeshire, Buckinghamshire and Wiltshire where over 500 homes are currently in progress. The company has offices in Solihull and Milton Keynes.

Mark Booth, Managing Director of Hayfield said “The housebuilding industry has experienced 12 months of unprecedented challenges with supply chain logistics and stringent site-based social distancing restrictions. During this time we have also managed to completely buck the industry trend and grow the business by 25%, despite all our sites closing for six weeks during the first Covid-19 lockdown. With all this in mind, to retain our five-star rating in the HBF’s star-rating scheme means the world to us.

“When we win awards, it is because a panel of judges has ranked us ahead of our peers, but this accolade is the ultimate seal of approval from our customers. It reflects what they think of Hayfield across the whole experience - before, during and after their purchase. To achieve the approval rating of 96.4% has taken hard work, skill and solid commitment from the entire team and I am immensely proud of the dedication shown. We take great pride in building hand-crafted homes with exceptional character. Retaining our five-star status is the result of our construction and customer care departments working tirelessly together to deliver the best possible home and service to our customers.”

To coincide with the HBF announcement, market research company In-house Research Ltd has also awarded Hayfield an Outstanding Achievement award for customer satisfaction, acknowledging the company’s placing in the top 10% of housebuilders measured by its wholly independent survey.

Tom Weston, Chief Executive at In-house Research comments: The ‘Outstanding Award’ shows that Hayfield goes above and beyond for their customers. This special award places them alongside some of the best companies in the UK for customer service. It’s only through delivering an exceptional service throughout the customer journey – combined with a meticulously designed and finished home – that recommendation scores reach this level.”

Hayfield won Gold and Bronze accolades at the 2020 WhatHouse? Awards and has also received three Pride in the Job NHBC Awards.