Report from the Consumer Committee meeting of 9th December 2003

The Committee was informed that the Chairman had received a very positive response when he had attended a meeting of NHBC senior managers at which he had spoken about the work of the Committee.

The booklet "A Guide to Your New Home" had been published and a press release had been issued containing a note from the Chairman expressing the Committee's interest and involvement in the publication.

The project team working on the redevelopment of NHBC's computer system reported to the Committee. It had been explained that the new system would replace all the legacy systems into a suitable platform for NHBC which would improve customer service. The new system will be developed to enable greater e-trading with both homeowner and builder customers.

The Consumer Affairs Advisor outlined the new scenarios that had been developed for use in the twice yearly mystery shopping research. The new scenarios would be used in the next round of research scheduled for March 2004.

The Committee reviewed the revised NHBC customer charters and subject to some minor changes approved the proposals.

The Consumer Affairs Advisor informed the Committee of the progress in developing the Customer Satisfaction Survey. All new home buyers will be sent the survey for completion some 9 -12 months after moving into their new home. Annually about 100,000 surveys will be sent out. Home buyers will be encouraged to complete the survey by advising them that this is their opportunity to help NHBC to improve customer service.

Optical Character Readout equipment has been introduced into NHBC and will be used to read the completed questionnaires. It is anticipated that the responses to the questionnaires will form an important addition to the information on performance generally, which is provided to builders. Eventually the information gained by this survey will be published.

The Committee received an informative presentation on the work of NHBC's Registration Department. This section deals with both the registration of builders and individual homes. The Committee was informed of the checks which are made before a builder may be registered with NHBC. This includes checks of the builders financial status and his technical knowledge and expertise. It also heard of the securities which the builder is required to put in place.

Changes in the profile of homes being registered, i.e. a greater number of apartments, high rise and non-standard construction methods being employed. This change has resulted in more stringent checks being carried out before a home is registered.

The Committee will meet again on 9 March 2004 and the notes of that meeting will be posted on the website following the approval of the minutes on 8 June 2004.