2025 National New Homes Customer Satisfaction Survey

Did you know? Every year, the housebuilding industry surveys new-build homebuyers. Your feedback contributes to the National New Homes Customer Satisfaction Survey (CSS) — and this year’s results are more positive than ever.

Let’s take a look at what’s changing and why more buyers are happier than ever.

What Is the Survey?

Run by the Home Builders Federation (HBF) and the National House Building Council (NHBC), the CSS gathers feedback a few weeks after homebuyers complete their purchase. Buyers have 10 weeks to share their thoughts, which helps improve service and quality across the sector.

2025 Results Snapshot

94% of buyers would recommend their builder — up 4% from last year.
It’s the fifth straight year this score has exceeded 90%.
Over 90% are satisfied with their home’s quality (vs. 87.5% last year).
20% of buyers experienced fewer snags than expected.

More Builders Achieve Five-Star Ratings

This year, 53 housebuilders earned the top five-star rating (up from 38 last year). To qualify, 90%+ of a builder’s customers must recommend them.

Why Are Satisfaction Levels Rising?

Stronger protections through the New Homes Ombudsman Service.
Wider adoption of the New Homes Quality Board (NHQB) and its rigorous Quality Code.
Improved resolution of minor issues and faster customer care response.

With stronger protections and higher build standards, customers can feel more confident when choosing a new-build home.

Ready to Find a New Home?

Search homes by postcode or location on our website and find your perfect new-build home from a five-star-rated builder. Start your search now.

See which housebuilders earned five-star ratings this year