Bovis Homes has rejected claims made in a national newspaper about its service standards and build quality, and says faults per property have fallen by two-thirds while customer satisfaction has risen 30% over the past year.
Bovis Homes has rejected claims made in a national newspaper about its service standards and build quality, and says faults per property have fallen by two thirds while customer satisfaction has risen 30% over the past year.
The Times investigation interviewed a number of the house builder’s customers, who alleged that they had found numerous defects in the properties they had bought from the firm. [LINK: https://www.thetimes.co.uk/article/buyers-in-despair-at-badly-built-new-homes-bovis-cqgpt605j].
Last year Bovis set aside £10m to deal with “legacy issues” in homes it had sold.
It became the only national house builder to be awarded a two-star rating out of five in the Home Builders Federation’s (HBF) annual customer satisfaction survey for the year to September 2017, the paper said. The rating means that between 30% and 40% of customers would not recommend the company to a friend.
A Facebook group has been set up by Bovis Homes customers unhappy with the house builder’s service, and has over 3,000 members.
But in a statement, a Bovis Homes spokesperson said: “The articles in The Times in no way reflect Bovis Homes as a business today, nor the enormous amount of work that has been done by our staff to improve both the quality of our homes and our customer service.
“Over the last year we have made huge changes to our build quality and customer service and have transformed Bovis Homes.
“Currently more than 87% of our customers would recommend us to friends and family, in line with the industry standard and representing a 30 percentage point improvement on where we were at the same time last year, while notified faults per property have fallen by two thirds over the year. This means we are trending strongly as a four-star housebuilder, based on completions in the current HBF year, which started in October 2017.
“The customer cases referred to in The Times article are from homes bought in 2016 and Bovis Homes has made strenuous efforts in each instance to resolve the issues raised with the customers involved, which is not reflected in the reporting. Our concern regarding such an unbalanced report is the negative impact that it may have upon the vast majority of customers who are delighted with their properties.Bovis Homes has rejected claims made in a national newspaper about its service standards and build quality, and says faults per property have fallen by two-thirds while customer satisfaction has risen 30% over the past year.
The Times investigation interviewed a number of the house builder’s customers, who alleged that they had found numerous defects in the properties they had bought from the firm.
Last year Bovis set aside £10m to deal with “legacy issues” in homes it had sold.
It became the only national house builder to be awarded a two-star rating out of five in the Home Builders Federation’s (HBF) annual customer satisfaction survey for the year to September 2017, the paper said. The rating means that between 30% and 40% of customers would not recommend the company to a friend.
A Facebook group has been set up by Bovis Homes customers unhappy with the house builder’s service, and has over 3,000 members.
But in a statement, a Bovis Homes spokesperson said: “The articles in The Times in no way reflect Bovis Homes as a business today, nor the enormous amount of work that has been done by our staff to improve both the quality of our homes and our customer service.
“Over the last year we have made huge changes to our build quality and customer service and have transformed Bovis Homes.
“Currently more than 87% of our customers would recommend us to friends and family, in line with the industry standard and representing a 30 percentage point improvement on where we were at the same time last year, while notified faults per property have fallen by two thirds over the year. This means we are trending strongly as a four-star housebuilder, based on completions in the current HBF year, which started in October 2017.
“The customer cases referred to in The Times article are from homes bought in 2016 and Bovis Homes has made strenuous efforts in each instance to resolve the issues raised with the customers involved, which is not reflected in the reporting. Our concern regarding such an unbalanced report is the negative impact that it may have upon the vast majority of customers who are delighted with their properties.”
