Putting Our Customers First

Reducing resource use in our homes

Warm & efficient homes

We focus on designing our homes with high quality insulation, boilers and ventilation systems to ensure they are energy efficient and help reduce carbon emissions. Our SAP Rating is 84. SAP ratings are expressed on a scale of 1 to 100. The higher the number the better the energy rating. The UK average for all homes is 59.

Saving every drop

We also take great care in helping our customers save on their water bills by installing water-saving features including low-flush toilets, low flow taps and low flow showers throughout the home. We design our homes to a specification of 105 litres per person per day, which is better than current building regulations. We continue to provide guidance for our customers on how to use less water in the home and garden.

Customer service excellence

As a customer focused organisation, our membership of the Institute of Customer Service supports our commitment to providing an excellent customer service experience, along with accreditation of our customer service training.

Customer support

To complement our customer guidance we have created a series of short informative 'How to' videos available on Redrow TV. These provide information, advice and demonstrations for our customers on the operation and maintenance of home features. Additionally, as part of the customer journey, customers undertake a ‘hard-hat visit’ to their home during construction, where they can have an overview of the build process, and gain a better understanding of the measures taken to improve the quality and energy efficiency of their home. Once the home is complete, a 'home preview' visit is carried out, where customers are shown around their new home by sales staff who also demonstrate its key features. This includes: use of the boiler for heating and hot water; setting of timers, smart thermostats, radiator controls and zone heating; lighting; ventilation systems and trickle vents; water saving devices and how to use any renewable technologies in the home.

Our commitments

Find out about our commitments to customers and quality and how we're progressing here

Find out here

SUPPORTING SUSTAINABLE LIFESTYLES

Redrow customers are given the opportunity to add optional extras to their home during the buying process via our online portal, MyRedrow. The list of sustainable products available include Electric Vehicle Car Charging points, Solar PV Panels, Water Butts and Eco Waste Bins. Overall, we have seen an increase in sales for all these products, the most popular being the EV Car Charging Point, which saw a 72% increase in customer requests and water butt sales also increased by 73% compared to last year.

Strategy in action - Pride in the Job

The NHBC Pride in the Job Awards recognise excellence in on-site management and celebrate the exceptional contribution site managers make in creating homes of outstanding quality. From 8,000 eligible site managers nationwide, 443 were awarded a first-round quality award in 2022. We’re delighted that 24 of those were Redrow site managers. It is pleasing to see some of our site managers appearing on the list again, showing they are delivering consistently, as well as younger site managers coming through, with the support and training initiatives we provide to them.

Our homes are built to a high specification

The standard specification of our homes goes above and beyond the minimum requirements of current building regulations. Our homes include features which make them highly energy efficient, comfortable and more affordable to run. This in turn helps our customers to reduce their demand for energy and to reduce their own carbon footprint.