Company focus: How to achieve the best customer service in the home-building industry

As CALA Homes scooped the awards for Customer Service Excellence (sponsored by Wolffe), we find out what it takes to give customers top-class service when building homes

CALA's roots are firmly in Scotland, as it started as the City of Aberdeen Land Association in 1875 and was the first Scottish company listed on the London Stock Market. As CALA is an acronym it is always reproduced in upper case.

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CALA Homes, part of the CALA Group, is the UK’s most upmarket major home builder operating in the South of England, the Midlands and Scotland.

The company is a Top 10 UK home builder focused on building well-designed, high quality homes in prime locations.

With various developments in Scotland including Ravelrig Heights and Kingfisher Park, both in Balerno, Edinburgh

Ravelrig Heights offers an exclusive selection of four and five bedroom detached family homes, and is situated on Ravelrig Road.

Picture: Kingfisher Park living room, CALA Homes

While Kingfisher Park also provides a selection of spacious four and five-bedroom family homes, it also offers three bedroom homes, along with one and two bedroom apartments and two and three bedroom cottage apartments in future phases.

It is situated on Newmills Road on the eastern edge of Balerno.

CALA Homes knows this area well having built several successful developments in Balerno stretching back over 20 years, and this history and experience provides a great understanding of the needs and hopes of buyers looking at this area.

On average, over the past eight years, 93% of CALA's customers have been willing to recommend CALA to a friend in the Home Builders Federation National New Homes customer satisfaction survey.

So what makes CALA's customer service so great?

Philip Hogg, Sales and Marketing Director for CALA Homes (East), said: "Customer service is at the heart of every decision we make at CALA, from sourcing sites right through to the after-sales process."