Keepmoat Annual Report & Financial Statements 2022

Annual

Annual Report & Financial Statements 2022 Chief Executive’s Review Cont. 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 of this 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 enabled 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. 13 KEEPMOAT.COM

Strategic Report Continuous improvement 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”). 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 are already registered. Whilst we are already aligned with many of the NHQC’s commitments to customers, we have introduced further improvements to our processes to ensure we meet all of the standards in full. Driving continual improvements to our customer experience is a key technology focus for the business. Our new refreshed Keepmoat website was launched in 2022 and was developed using insights from the analysis of the user journeys of thousands of online visitors. Performance has exceeded expectations, with the new site 38% faster and delivering an 8% uplift in our website visitor to enquiry conversion rate. Additionally, another fifteen Digital Sales Offices were launched in 2022, providing customers with a more interactive and content rich experience when visiting our sales offices. Across our estate of developments over 55% of our sales offices are now digital. 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. 14