AnnualReportFinancialStatments2023

Annual Report &

Annual Report & Financial Statements 2023 Chief Executive’s Review Cont. Strategic Report Placing our customers at the heart of our business Delivering high-quality new homes and delighting our customers continues to be our top priority. Ensuring our customers are supported throughout their journey with us, providing them with a high-quality new home and providing high standards of aftercare are extremely important to us and as a result nine out of ten of our customers say they would be happy to recommend Keepmoat. I am pleased to say that in the latest 12-month reporting period, we have maintained our 5-star builder status in the HBF Customer Satisfaction Survey. The HBF Survey is a key measure for us to track our customers’ home buying experience and we closely monitor their feedback to ensure we consistently deliver an excellent service. We also use this information to identify and reward our people who demonstrate excellence in delivering customer service. Our bespoke quality inspection process, “Hallmark”, has continued to demonstrate its value, enabling us to deliver greater and more consistent levels of quality control to the homes we build. We maintain close contact with our customers throughout their journey with us, from their initial enquiry, during the exciting process of purchasing their new homes and after they move in, to ensure they consistently receive a high level of service. As a business we are committed to delighting our customers, from providing comprehensive information and guidance on their new home, to dealing with issues and queries quickly and efficiently. We welcomed the introduction of the New Homes Quality Board and New Homes Ombudsman Service and fully support the principles of the New Homes Quality Code (“NHQC”), to which we became a signatory in May 2023. Comprehensive information and guidance We welcomed the introduction of the New Homes Quality Board and New Homes Ombudsman Service and fully support the principles of the New Homes Quality Code (“NHQC”). 8 KEEPMOAT.COM 9