1 year ago

Keepmoat Annual Report 2020

  • Text
  • Lease
  • Keepmoat
  • Strategic
  • Annual
  • Income
  • Assets
  • Limited
  • Homes
  • Statements
  • October
Keepmoat has released its Group financial results for the year ending 31 October 2020.


CHIEF EXECUTIVE OFFICER’S 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, so I am pleased to say that in the 12-month NHBC reporting period, Keepmoat Homes increased its customer satisfaction score to 92.6% which is sufficient to achieve a 5-star builder status across the business and I am extremely proud of that achievement. This is a 5.7% improvement on our score in since the last Home Builders Federation (HBF) annual customer satisfaction survey. 16 KEEPMOAT.COM

STRATEGIC REPORT Customer satisfaction is at the heart of everything we do. Ensuring our customers are supported throughout their journey with us, meeting their expectations and providing them with a high-quality new home is extremely important to us. We review our processes on an ongoing basis and continually strive to introduce further improvements to allow us to deliver greater levels of customer service. We include all regional management teams in this process to ensure improvements are delivered consistently across our entire business. Our bespoke quality inspection process “Hallmark” has enabled us to deliver greater and more consistent levels of quality control to the homes we build. We are continuing to develop this to introduce even more rigour to processes to make sure we continue to deliver high quality homes for our customers. In addition to the changes to Hallmark, we have also developed a range of training programmes for our people, which are regularly delivered to ensure they understand the importance we place on delighting our customers. 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. This year has presented the whole country with significant challenges due to the impact of COVID-19, and inevitably our speed of response to customer issues has been affected by the increased health and safety measures we had implement. We have now returned to working in our customers’ homes but under strict guidelines to ensure the safety of our customers and our people. Our customers have been very understanding of the situation and have been extremely patient during our return to more normal ways of working. To help us to monitor our customer satisfaction levels we participate in the National House Building Council (NHBC) customer satisfaction Survey. We monitor every survey and reflect on the valuable comments made by our customers and use this feedback to learn and improve. For over a year these survey results show our customer satisfaction levels for the group to be over 90%. We also use this information to identify and reward our people who demonstrate excellence in delivering customer service. As a business we are committed to providing our customers with fantastic levels of service, from providing comprehensive information and guidance on their new home to dealing with issues and queries quickly and efficiently. What matters to our customers: A home delivered on time, to the right quality, that is great value for money; Great service, both during and after the purchase; An environment that has been created to provide great 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 considered and supported a positive environmental impact. ANNUAL REPORT & FINANCIAL STATEMENTS 2020 17