Home » Lovell receives five-star rating from the HBF

Lovell receives five-star rating from the HBF

by Liam Turner
Lovell Regional MD Stuart Gibbons at the new offices central London

Lovell has been awarded the highest rating in the Home Builders Federation (HBF) 2021 National New Homes Customer Satisfaction Survey.

Receiving five stars, Lovell has been acknowledged for its committed approach to customer service and consistently high building standards over the last 12 months.

In a year that has delivered unprecedented challenges, Lovell has continued to put its customers at the centre of its operations, focussing on their needs and expectations and developing strong relationships with home buyers throughout the process.

This customer centric approach, coupled with greater forward planning and collaboration, has not only secured Lovell a five-star rating but has led to increased annual sales and growth.

Despite the pandemic, last month (February 2021) Lovell announced strong year-end results with higher levels of construction and sales activity than in previous years.

Launched in 2005, HBF’s National New Homes Customer Satisfaction Survey of housebuilders is an independent annual survey of new home buyers that monitors customer satisfaction across the larger housebuilding companies.

The survey is designed to provide buyers with information about homebuilders to help guide their purchasing decision and to encourage excellent levels of service to be delivered.

The number of stars awarded to a company is based on homeowner feedback on questions including how satisfied buyers are with the finish of their new properties, the service received during the sales process, and whether they would recommend the builder to a friend.

Lovell’s regional managing director, Stuart Gibbons (London and Southern) said: “To achieve a five-star rating from the HBF is incredible and is a true reflection of the talent and commitment of every single member of the Lovell team.

“Despite the enormous challenges we have faced in the last 12 months, it’s the drive and determination of the people in this business which has resulted in this prestigious accolade. 

“We pride ourselves on the design and quality of the homes we build, and a huge amount of work goes into ensuring that the excellent service we deliver meets our customers’ needs and expectations. To have this recognised is a real accomplishment.

“These have been testing times in many different ways for our teams, and I am so pleased that our collective effort, to get hundreds of families happily moved into a Lovell home, has been achieved and recognised.”


Mercedes Ola, 23, moved into a Lovell Homes apartment at Trinity Walk in Woolwich in November last year.

Commenting on her experience, she said: “The team at Lovell Homes were really professional and support the buyer throught the whole journey.

“Lovell Homes really design their living space very well. Features like the light and airy open hall way and having lots of generous storage are what buyers are looking for.

Having three bedrooms also gives me a separate office, so I have the option to work from home during lockdown, as well as having a spare second bedroom.”

Lovell is a leading provider of partnership and open-market housing. The company has expertise in housing-led regeneration including new-build, open market housing, refurbishment, planned maintenance, and assisted living.

Lovell is part of the Morgan Sindall Group plc.

Main image: Stuart Gibbons, regional managing director, Lovell

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