Exeter-based homebuilder tops major industry survey on customer satisfaction

Exeter-based homebuilder, Tilia Homes, has achieved the top score in a major industry survey for customer satisfaction for the first time in its four-year history.

The rating comes from the Home Builders Federation’s (HBF) annual New Homes Customer Satisfaction Survey, widely regarded as the industry’s benchmark for quality. Tilia Homes was awarded five stars, a rating given to companies when more than 90 per cent of customers would recommend them to a friend.

The result marks a significant step up for the business, which has moved from a three- to five-star rating since its acquisition by private equity firm Terra Firma in 2021 and subsequent integration into the untypical group.

Tilia Homes Western is based out of Exeter Business Park and is currently building at Brook Manor in Alphington, Cashmere Park in South Molton, Teign View in Newton Abbot, Snowdon Grange in Chard and Knights Meadow in Templecombe.

Kathryn Pennington, Regional Managing Director at Tilia Homes Western, said: “Receiving a five-star rating is a proud achievement for all of us at Tilia Homes Western. It reflects the dedication and hard work of our teams, as well as the significant progress we’ve made in improving the customer experience. To go from three to five stars in just a few years says a lot about the commitment and drive of everyone here.”

Meanwhile, sister company Hopkins Homes has retained its five-star status to make the untypical group a fully-fledged five-star homebuilder.

Chris Severson, Chairman of untypical, added: “With both Hopkins Homes and Tilia Homes now rated five stars for customer satisfaction, untypical has become a fully-fledged five-star homebuilder. This reflects our commitment to delivering the highest standards of build quality and service across the business.”