Inspiring Business by Sharing Success



Today it is announced that Lovell has been awarded the highest rating in the Home Builders Federation (HBF) 2021 National New Homes Customer Satisfaction Survey.  Receiving five stars, Lovell is acknowledged for its committed approach to customer service and consistently high building standards over the last 12 months.


In a year that has delivered unprecedented challenges, Lovell has continued to put its customers at the centre of its operations, focussing on their needs and expectations and developing strong relationships with home buyers throughout the process.  This customer centric approach, coupled with greater forward planning and collaboration, has not only secured Lovell a five star rating but has led to increased annual sales and growth. Despite the pandemic, last month (February 2021) Lovell announced strong year end results with higher levels of construction and sales activity than in previous years.

Launched in 2005, HBF’s National New Homes Customer Satisfaction Survey of house builders is an independent annual survey of new home buyers that monitors customer satisfaction across the larger housebuilding companies. The survey is designed to provide buyers with information about home builders to help guide their purchasing decision and to encourage excellent levels of service to be delivered. The number of stars awarded to a company is based on homeowner feedback on questions including how satisfied buyers are with the finish of their new properties, the service received during the sales process and whether or not they would recommend the builder to a friend.

Lovell regional managing director Robert Adams in the Eastern region says:

“To achieve a 5 star rating from the HBF is incredible and is a true reflection of the talent and commitment of every single member of the Lovell team.  Despite the enormous challenges we have faced in the last 12 months, it’s the drive and determination of the people in this business which has resulted in this prestigious accolade.

“We pride ourselves on the design and quality of the homes we build and a huge amount of work goes into ensuring that the excellent service we deliver meets our customers’ needs and expectations. To have this recognised is a real accomplishment.  These have been testing times in many different ways for our teams and I am so pleased that our collective effort, to get hundreds of families happily moved into a Lovell home, has been achieved and recognised.”

Eleanor Rose and Stuart Cassey moved into a Lovell home on the Ingleby View development in November 2020. Stuart has this to say about their experience:

“The whole experience with Lovell was great from start to finish. Sharon, the sales executive, has been amazing and everyone we dealt with was so helpful. We had some delays with our mortgage due to Covid, but we were reassured and supported so much by Lovell throughout. Any queries we had were dealt with quickly and effectively, making the whole process a lot easier and less stressful.”

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