Listening to You
Over the last three years, we’ve proudly delivered over 430 new homes with consistently good customer satisfaction. But we know that there’s always room to improve—and your insight helps us do just that.
In February 2025, we conducted an email survey with our Customer Community mailing list, to ensure our new builds align with the needs and aspirations of those who will call them home. Thanks to the 36 customers who took the time to share their valuable insights and ideas. Your feedback is instrumental in driving our commitment to continuous improvement.
You said...
Customers confirmed that flooring and turf flooring is a top priority. We listened closely to your preferences:
- Turf: An impressive 75% noted that quality turf is essential.
- Vinyl or Carpets: 60% of you favoured vinyl flooring.
Customer responses highlighted noise reduction as a critical component of home comfort:
- Noise Reduction Mats: A large 83% of respondents want these mats installed.
- Soft-Close Drawers: 74% feel that incorporating soft-close drawers will make daily living more pleasant and quieter.
Customers also brought to our attention additional considerations beyond flooring and noise:
- Estate Cleanliness: Some of you mentioned the importance of maintaining clean hallways, stairs, and pathways.
- Insulation: Effective insulation remains a priority for energy efficiency and comfort.
- Balancing Investments: Concerns were also raised about structuring investment between new buildings and caring for our older properties.
Individual ideas ranged widely—from enhanced bin storage and family dining spaces to soundproof ceilings, improved garden fencing, upgraded doors and windows in existing homes, and even services to help maintain front lawns.
We did...
Your feedback has been invaluable in refining our design and building processes. Here’s what we’re putting into action as we build new homes:
- Flooring & Turf: We’re keeping flooring and turf in our specifications, and we will include this in our Employer Requirements, ensuring that what matters to you remains a priority.
- Noise Reduction Measures: Noise reduction mats and soft-close drawers are now part of our specification
- Vinyl preference: Given customers’ clear preference, we’ll increase the use of vinyl flooring to enhance durability and reduce noise where possible.
As part of our further improvements, we’re embarking on a value-for-money assessment to identify additional ways we can reduce noise, these are options that go beyond standard building regulations. This exploration will help us balance quality enhancements for our new building with budgets taken into consideration.
Thank you for taking the time to help us, customer voice continues to shape our decisions, ensuring that every new home is built customer feedback in mind.