Notes of the Consumer Committee held on 7th September 2004

Buildmark policy cover

The Committee was advised that the minimum claim value set out in NHBC Buildmark policies would be increased from the current level of £500 (indexed linked and now some £600) to £1,000 (index linked).

NHBC Website

The Committee received a progress report on the work currently being undertaken to redesign NHBC's website. This work is part of a programme that will eventually facilitate a number of on-line interactions, such as the making of a claim on-line.

A member of the Committee had been involved in testing the site's ease of use and navigation and many of the suggestions made by the testers had been taken on board in the programme. The project manager had confirmed that the input made by the Consumer Committee and others had been invaluable.

"Your New Home Satisfaction Survey"

NHBC had introduced the "Your New Home Satisfaction Survey" in April. The survey will be sent to all new home owners some nine moths after their purchase. This will be done on a continually rolling basis. By this means it is anticipated that some 100,000 new home owners will receive a survey each year.

The response rate currently stood at a very statistically robust 40%. Initially it is proposed that the results will be fed back to the builders, enabling them to benchmark their individual company performance against their peers. The Committee would be kept informed of the progress.

Pat Wynne

Pat Wynne, who was one of the original members of the Consumer Committee when it was formed in 1998, was about to complete her second term of office and would be retiring from the Committee. The Chairman thanked her for her useful and valuable input during the past six years.

Tricia McAuley who has been an observer for the past few months will replace Pat on the Committee.