Midlands housebuilder Spitfire Homes has retained its five-star status in the latest Home Builders Federation (HBF) customer satisfaction survey, despite changes to the scoring system making the top rating harder to achieve.
The developer says 95% of buyers would recommend the company to a friend, based on feedback gathered through the HBF survey, which is widely seen as the industry’s benchmark for build quality and customer experience.
The annual survey, run by the HBF in partnership with the National House Building Council (NHBC), is based entirely on responses from verified purchasers and includes feedback collected eight weeks after completion and again nine months later.
This year’s results are the first to be calculated under an updated methodology designed to give a more accurate picture of life in a new-build home, with greater emphasis placed on longer-term satisfaction after buyers have moved in.
DESIGN-LED DEVELOPMENTS
Spitfire says retaining the five-star rating reflected its continued focus on design-led developments and customer service from reservation through to aftercare, as it continues to expand its portfolio across the Midlands.
Dave Smith, Managing Director at Spitfire Homes, says: “We are incredibly proud to retain our HBF 5-Star rating for 2026, awarded entirely based on feedback from our homeowners. This recognition reflects the trust our customers place in us – with 95% saying they would recommend Spitfire to a friend.
“The recent inclusion of nine-month surveys provides a fuller picture of what it’s really like to live in a new home. As an industry, we should always strive to raise standards and deliver a great experience for every new homeowner.
“Behind the numbers are real people who trusted us with one of the biggest purchases of their lives. That responsibility drives everything we do and will continue to as we expand across the Midlands.”
The builder says its internal customer research also showed strong results, with a Net Promoter Score of 82.6, which is considered exceptional in customer satisfaction tracking.
