Moving house can be one of the most stressful things to do in life, which is why we aim to make the whole process as easy as possible. We monitor satisfaction levels at all points throughout the buying process. Results are collated and reported to the Board on a regular basis. This process enables us to evaluate the performance of individual sites and address any areas of weakness where we need to intensify our efforts. The system has enabled us to identify improvements in the handover procedure and, after updating our procedures, we have been able to track the benefits in this area.

At the reservation stage we ensure that our customers are provided with detailed information on their new home and that they understand the buying process. Throughout the build of a new home we undertake detailed quality inspections. On completion and prior to hand-over, a further inspection is undertaken by the NHBC. Customers are invited to pre-handover inspections. This enables us to demonstrate aspects of the home and for customers to familiarise themselves with the features of their new home.

On the moving-in day our service advisers are there to welcome our customers. Once moved in we check at 3, 7 and 28- day intervals to make sure everything is as it should be. In addition we provide our customers with a 24-hour emergency helpline.

Once in residence, all Bellway customers receive a detailed questionnaire. Evaluation of this research provides us with valuable information upon which we base future adjustments to our service. Training is an essential feature to our approach to customer service; regular training meetings throughout the year enable us to benchmark our customer service levels and exchange information on best practice.

This year the Group has continued to improve the quality and standard of finish of its new homes. In an independent survey of 300 respondents returned at the end of March 2009, 89% (2008 - 80%) would recommend a friend to purchase a Bellway home.

How we build houses, where they are located and the facilities we provide all have an affect on the environment and society. We are keen to ensure that we cause as least disruption as possible when developing new sites and this year have registered 56 sites with the Considerate Constructors scheme.

We try to leave a positive legacy and influence the people who buy our homes to this extent all homes that we sell include a handover pack that promotes the social and environmental benefits of the home that has been purchased, as well as tips for the occupant on how to reduce their environmental affects.