Five-Star Satisfaction Status Is A Real Team Effort

Posted on April 10, 2017 | Awards, News

The team at Russell Armer Homes, is delighted to have made our homebuilding business one of only 15 nationwide to have achieved a coveted 5-star rating from our industry body, the Home Builders Federation (HBF).

This is great news not just for us, but also for our homeowners, as it is a true and valuable endorsement of our quality standards and commitment to customer service, whether we are creating new home developments in Cumbria, Lancaster or north Lancashire.

Our managing director, Martyn Nicholson, was presented with a plaque to mark the achievement at the Royal Institute of Chartered Surveyors’ offices in Parliament Square, London, on the evening of March 29th.

Attaining a 5-star rating was a huge achievement at a time when the building sector is under such pressure to increase the volume of new homes available across Britain.  Commenting on the achievement, Stewart Baseley, executive chairman of the HBF, said: “This award is a credit to you and everyone within your organisation and I send my sincere congratulations.”

What is so uplifting for us is that the HBF rating is based on the responses that our customers provide in response to the HBF Customer Satisfaction Survey.  This year, the HBF went to the lengths of having leading UK market research company, Ipsos Mori, check that the survey remains as robust a model for assessing customer satisfaction as ever.  Ipsos Mori verified that it is an excellent barometer of opinions, for this purpose.

Of course, this was a real team effort here at Russell Armer Homes, as Martyn Nicholson recognises.  He commented: “I am extremely proud of all the employees who represent Russell Armer Homes at its various customer touchpoints, whether that is in a sales office, on one of our building sites, or in the office in Kendal.  All have helped build a picture of our company, within the customer’s mind, that is based around excellence.”

“The HBF Customer Satisfaction Survey aids us greatly in improving our customer service across all areas of our business from design to the build process and from sales to customer care.  The monthly reports we can access give us real time feedback, which is essential for continual improvement in our service.”

Here at Russell Armer Homes we’ve been building award-winning new homes in Cumbria for more than 50 years, using our local knowledge to design and build developments in areas with real lifestyle benefits. Our current developments are in Kendal, Grange-over-Sands and Arkholme and a development in Kirkby Lonsdale is coming soon.

We also pride ourselves on being a strong supporter of our local community, as well as being a provider of outstanding opportunities for young people wishing to enter the building sector. Following our news section on this website will keep you up-to-date with all of our community and apprenticeship activities.

Thank you to all homeowners who gave us such great feedback. We shall make sure we continue delivering the same high standards.