Grainger’s market-leading customer satisfaction
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9 November 2026
Grainger plc
("Grainger" or the "Company")
Grainger delivers market-leading customer satisfaction
Grainger plc, the UK's largest listed residential landlord and leader in the Build to Rent (BTR) sector, today announces the results of its annual independent customer satisfaction survey, which recorded a Net Promoter Score (NPS) of +48 across its portfolio, significantly ahead of the UK BTR sector average of -4.
The results reflect Grainger's market-leading operational platform and its continued focus on delivering a high-quality customer experience across its portfolio. Through its proprietary CONNECT technology platform, data-led insights and on-site teams, Grainger continues to enhance service delivery and improve operational efficiency, supporting consistently high levels of customer satisfaction and helping to drive strong customer retention and occupancy across the portfolio.
Highlights
- Overall NPS of +48
- 90% of customers agree they really like their Grainger home
- 86% of customers agree Grainger is easy to do business with
- 85% of customers agree Grainger is a brand they trust
- 74% of customers said they intend to stay in their Grainger home, providing a strong indicator of customer retention
The results were achieved during a period of significant regulatory change in the UK rental sector, demonstrating the strength and scalability of Grainger's operational platform.
Helen Gordon, Chief Executive of Grainger plc, said:
"These results reflect the strength of Grainger’s operational platform which we've built over many years and the commitment of our teams to deliver a consistently high-quality customer experience and ultimately drive operational performance.
“We are continually looking for ways to improve the experience we provide to customers. By investing in technology, data and our people, we're making life easier for customers while improving the efficiency and scalability of our operations.
“Our focus remains on providing great homes and outstanding service for our customers. The investments we have made in our platform, technology and people position us well to support future growth, enhance the customer experience and deliver long-term value for shareholders."
-ENDS-
For further information, please contact:
Investor Relations
Kurt Mueller, Grainger plc: +44 (0) 20 7940 9500
Media
Valentine Agamah, Head of Communications, Grainger plc: +44 (0) 20 7940 9500
Ginny Pulbrook / Geoffrey Pelham-Lane, Camarco: +44 (0) 20 3757 4992 / 4985
About Grainger plc
Founded in Newcastle upon Tyne in 1912, Grainger plc, a FTSE 250 business, is the UK’s largest listed residential landlord and leader in the fast-growing build-to-rent sector, providing c.11,300 rental homes to over 25,000 customers. With a pipeline of secured build-to-rent development projects totalling c.4,000 homes and £1.2bn, Grainger is creating thousands more rental homes by investing in cities across the UK.
Grainger works in partnership with a large number of public sector organisations to deliver new homes to local communities, including Transport for London, Network Rail, the Ministry of Defence, Lewisham Borough Council and the Local Pensions Partnership.
Grainger’s build-to-rent developments provide a range of customer benefits from professional on-site resident services teams, resident amenities including gyms, residents’ lounges, roof terraces, meeting rooms and co-working space for those working from home, and superfast 250MB fibre optic broadband.
Recognised as a FTSE4Good business, Grainger takes a leading approach to sustainability, specifically Environmental and Social issues. This is highlighted by its validated SBTi Near-Term targets, having a diverse and inclusive workforce and making positive social impacts in locations where it invests and operates.
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