Homes & Customers

Customer Experience

Our approach to customer service is underpinned by deeply embedded values and informed by feedback that we gather through internal and external mechanisms.   

Whether buying or renting, we have carefully mapped our customers’ journeys to help us provide a personalised service that responds to their emotional needs.  

We will: 

• use post-occupancy customer feedback to inform the approach of our estates and customer teams, so we can continue to deliver award-winning service. 
• help our rental customers to feel at home from the first day they move in, with thoughtful welcome packs, on-site concierge and maintenance teams that they know and trust, and regular social events that help them to make the most of the quality facilities on their doorstep.  

Customer Interactions

We prioritise customer choice, communicating in a way that best suits the individual. We understand that some customers will prefer to make best use of our expanding digital channels, while others still favour more human interactions. 

We will: 

• roll out the MyBerkeley app so our customers can choose to easily send and receive information in one place.   
• digitise key customer touchpoints to make the purchasing process more accessible.  
• provide a site-specific app for rental customers, to support a seamless customer experience.  

Quality Homes 

Our homes are synonymous with quality, as our skilled teams pay close attention to detail at every stage. 

They collaborate to deliver the right design, specification and finish of homes to meet the needs of our customers. 

Sales and Berkeley Living rental customers enjoy the same standard of excellence, with beautifully designed homes and facilities that are backed by Berkeley’s commitment to quality.  

We will: 

• continue to undertake detailed checks prior to handover and continue to outperform the industry average for defects reported by sales customers six weeks after they move in.