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Russell Armer retains 5-star customer satisfaction rating for third year running

Russell Armer MD Martyn Nicholson (left) and construction director Andrew Taylor (right) receive 5-star award from HBF Executive Chairman Stewart Baseley (centre)

Local housebuilder Russell Armer Homes has once again achieved the highest-possible rating in the Home Builders Federation annual customer satisfaction survey (CSS) for 2019. Just 22 companies in the UK received the top accolade this year, with Russell Armer the only Cumbrian-based housebuilder to make the grade.

The survey is unique as its ratings system is based solely on feedback from new home purchasers in the UK. With a score of 100%, Russell Armer sailed comfortably past the 90%+ ratings threshold to secure its coveted 5-star status for the third year in a row.

The HBF annual survey is one of the most comprehensive of its kind carried out in the UK. Company star ratings are compiled by analysing responses from customers who are asked if they’d recommend their housebuilder to a friend.

Since its launch more than half-a-million returns have been received from home buyers, making the CSS a consistently reliable barometer for the industry as a whole, as well as providing an accurate yardstick against which builders can gauge their own performance and drive improvements. Customer satisfaction nationally rose from 86% to 87% in 2019.

Russell Armer’s managing director Martyn Nicholson and construction director Andrew Taylor were presented with a plaque to commemorate their landmark third win at a special event held in London on 26 March.

Martyn says: ‘We work hard to maintain our focus on quality and customer satisfaction. We’re always delighted to win recognition for our work, but the CSS rating is special because it genuinely reflects the experience of our customers. To receive 5-star status on behalf of the Russell Armer team for the third year running is a very great honour.’

Stewart Baseley, Executive Chairman of HBF commented: ‘Achieving such a high level of satisfaction from the people who are the very best placed to rate your performance, and over a period that saw volumes continue to increase, is a fantastic achievement.’

Russell Armer has won a number of industry awards in recent months, including the LABC (North) Building Excellence Award for Kendal development The Avenue and the UK Property Award for Best Residential Development (Cumbria) for Tenterfield on Brigsteer Road. Tenterfield was also the recipient of a coveted award from Kendal Civic Society for its positive contribution to the town’s characterful built environment.

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