AnnualReportFinancialStatments2023

Annual Report &

Annual Report & Financial Statements 2023 Implementing our Partnership Model Cont. Strategic Report Customer service Sales and marketing Customer service Happy customers Our Partnership Business Model, including our standard house types and multi tenure affordable product, has enabled us to deliver our new homes at an average selling price of £211,000 in FY23, close to half that of the average UK new build. Our approach is to Build Communities and Transform Lives by enabling a greater number of customers to own their own home, with great quality and customer experience. 4 years and counting We have maintained our 5-Star builder status in the HBF Customer Satisfaction Survey. This is testament to the hard work and commitment of all our people. We are pleased to confirm that for the fourth consecutive year we have maintained our 5-Star builder status in the HBF Customer Satisfaction Survey. This is testament to the hard work and commitment of all our people, who focus on providing our customers with an excellent quality home and service throughout their journey. Building high-quality new homes and providing an excellent service for our customers will continue to be our top priority, as we look to build on our achievements over the last four years and maintain the highest rating for customer satisfaction awarded in the industry. We went live with the New Homes Quality Code (NHQC) on 2 May 2023, following completion of the necessary internal process changes along with training for our people to ensure we are fully compliant with the code. Our ‘’Hallmark’’ process has provided a platform to ensure that we have a robust quality inspection process in place, which sets out clear gateways for our build stage targets and communication touch points. This has supported our 5-star builder status and provided a structure to underpin the requirements of the NHQC. As part of our drive to deliver continual improvements to the customer experience, a new Options and Extras Configurator has been launched, providing customers with the ability to configure their new homes online, so that they can now make their choices from the comfort of their own homes as an alternative to or in addition to a meeting with one of our sales advisors. We are also investing in best-inclass Customer Relationship Management software, with implementation of the Microsoft Dynamics System to be rolled out across the business. What matters to our customers: • A home delivered on time, to the right quality, which is great value for money • Great service, both during and after the purchase • An environment that has been created to provide suitable amenities and green space • A community that they can enjoy and thrive in; and • Knowing that the development has contributed to the wider community and delivered a positive environmental impact. Improved customer experience A new Options and Extras Configurator has been launched, providing customers with the ability to configure their new homes online. 74 KEEPMOAT.COM 75