At last! Peter Redfern admits quality is being compromised in the rush to build new homes
Taylor Wimpey CEO Peter Redfern has said that the Government’s target to build a million homes by 2020 is unachievable and quality will be compromised if the industry does try to meet it. Well if anyone should know about compromising the quality of new homes it’s Redfern! Taylor Wimpey has a terrible reputation for building poor quality homes and when their customers complain, an equally poor record and attitude to fixing these defects. This, despite the claims made on Taylor Wimpey’s website including: “The standard of home building in the UK has never been higher than it is today.” ” it’s like buying a brand new car and driving it out of the showroom” Only with a new car it is unlikely to have as many problems as a new Taylor Wimpey home!
Only last November, Taylor Wimpey were extensively featured on the Dispatches Documentary “Britain’s Nightmare New Homes.” In 2012 Taylor Wimpey were again panned on the BBC Watchdog programme.
The company’s unhappy buyers regularly lambast the builder on social media with the twitter feed #thinkwimpeythinktwice. On 5th December 2015, BBC South today recently featured the story of Evelyn Lallo who has been living in temporary home since June 2015, whilst Taylor Wimpey sorts out serious defects.
APPG Inquiry Second session: – What we suggested.
The majority of those that made submissions to this APPG inquiry into the “Quality of New Build Housing in England” were from either commercial organisations or institutions with a vested interest in or close affiliation to the house building industry. Their presentations would appear to be focused away from the actual problem – housebuilders’ poor workmanship standards and inadequate levels of customer care – with their emphasis on their own operations and/or sustainability and energy conservation. However, the committee were given presentations by what the APPG Secretariat (CIC) deemed “concerned citizens” four in the second session and one in the last session.
Bodge the builder – can they fix it?
Well probably yes, but they will move heaven and earth to avoid doing so. It is at this time of year that I like to produce a light-hearted article, poking fun at the general house building industry. However the increasing poor quality of new homes and the lack of any discernible after sales service mean that most new home buyers have experiences that are as far from funny as you can get.
Nevertheless, this year I am proud to announce the inaugural winners of the “BODGERS” awards. These are the awards for the very worse in everything housebuilding that I have come across over the last twelve months.
The All Party Parliamentary Group for “Excellence in the Built Environment” was formed in July 2010. The group is chaired by Oliver Colvile MP, with Nick Raynsford and the Earl of Lytton acting as vice-chairmen. The latest APPG Inquiry is looking at the Quality of New Build Housing in England and “examining the potential for improving every aspect of the product handed over to new home-owners.” (For details of the full committee see end of this article)
All housebuilders pay compensation eventually if it is justified!
When they say, “We don’t pay compensation” they’re lying – they all do!
Is compensation justified? Well the answer is a resounding yes for many new homebuyers that have experienced the inevitable issues with their new home. This often requiring buyers to take time off work, or use paid leave to be at home to give builder’s sub contractors access to fix fully preventable defects with their new home. The general law also compensates new build homebuyers for distress and inconvenience related to defects in their homes.
When new homebuyers bring up the subject of compensation, I can guarantee the initial response from the housebuilder, be it the sales staff, site manager or the housebuilder’s customer care department will be: “it is not our company policy to pay compensation under any circumstances”.
Well it was about time something was done regarding the dire quality of new homes built in the UK and the total indifference shown by the housebuilders to even begin address the thousands of defective new homes handed over to their misty-eyed customers every year. Something they have all been aware of for many years. This APPG Inquiry is a start.
Whether this latest inquiry by the All Party Parliamentary Group for Excellence in the Built Environment actually forces through the changes so badly required remains to be seen. At the outset, it is only an inquiry and we have had many previously including The Barker Review of Housing Supply in 2004 and the Office of Fair Trading (OFT) ‘Home Building Consumer Survey’ of 2007. Yet as any UK new homebuyer will tell you, the quality of new homes has not improved. In the 2015 results of the HBF New Homes Customer Satisfaction Survey, some 93% of respondents had problems with their new home. Indeed the industry has done such a good job of normalising defective new homes that all of those surveyed actually expected to have some problems after they moved in.
The inquiry will look at the quality of UK new home building and the potential for improving every aspect of the product handed over to new home-owners.
Posted in New Homes, Snagging and Quality
Tagged customer care, end of year figures, help to buy, house builders, new homes, new homes ombudsman, NHBC, quality, snagging, standards
The Building Research Establishment (BRE) is introducing a national quality mark for new housing that it claims should give home buyers and renters a clear indication of the quality and performance of a new home.
The BRE says it is a “world leading building science centre that generates new knowledge through research. This is used to create products, tools and standards that drive positive change across the built environment.” The BRE claim its ownership structure enables the BRE to be “held as a national asset on behalf of the construction industry and its clients, independent of specific commercial interests.” Allegedly protecting the “impartiality and objectivity of the BRE Group in providing research and guidance.” The BRE Trust is a registered company limited by guarantee and also registered as a charity in England.
A number of stakeholders are currently working with BRE on the development of their Home Quality Mark from its beta testing stage. Of the housebuilders, only Galliford – with its perennial ‘four-star’ HBF-rated Linden subsidiary, ‘minnow’ Cala, and Kier are currently involved at present.
CALA Homes, plan to trial the Mark. Cala Chief Executive Alan Brown said: “Independent benchmarking of new homes is hugely important. For CALA, it provides third party recognition of our commitment to consistently build high quality, sustainable homes. For homeowners, it offers a simple and reliable measure of the energy performance of the property they are buying. We look forward to working with BRE on the new Home Quality Mark.”
The BRE say “the new national quality mark will transform the way consumers choose the homes they buy and rent and will provide house builders with a valuable independent quality mark they can use to highlight the innovative features of their homes and differentiate themselves in the marketplace at a time of rapid growth.”
Whilst it should always be preferable to buy a new home on a site when the site manager has won an NHBC Quality Award, many new homebuyers will be amazed to discover that actual quality of the new homes being built has very little to do with the actual winning of NHBC awards for quality!
The NHBC have said “The judging process does not guarantee that every home built on a site will be without issues and our 10 year Buildmark warranty and insurance cover is there to provide protection to the homeowner should problems arise following completion.”
Perhaps this is why NHBC Quality Award-winning site managers are not necessarily the best site managers
A quality award-winning site manager but his buyers didn’t get a quality new home!
By using the right “recipe”, even the most dim-witted site manager can (and does!) win an NHBC PITJ Quality Award by following the suggestions below!
Work for the right house builder
Every year, certain housebuilders have far more NHBC award-winning site managers than others. So by working for Barratt or Taylor Wimpey, a site manager is around 10 times more likely to win an award than he would be working for Persimmon/Charles Church for example. Differing cultures, priorities and enthusiasm for the awards may explain this.
Get support from managers
It is essential that the site manager receive positive backing from his contracts manager and regional construction director. Without their input and support, even the best site manager will have no chance, whatever the NHBC may say about PITJ on their website; “achieving the highest possible standards and best practice in house building”