Market study seemed unlikely, even one narrowly focused on customer satisfaction, and the land and housing delivery element of the study was entirely unexpected.<br><br>Customer satisfaction <br><br>HBF decided early on that it could not implement a full OFT code of conduct and explained this decision to the OFT. Acting as a code “sponsor”was considered an inappropriate role for a representative trade body with voluntary membership. HBF is not in the business of regulation, and would find itself in a very difficult position if it had to stand between its members and their customers. <br><br>And if HBF had become a code sponsor, under the terms of an OFT code it would have had to evict any members not willing to sign up to its code, thus jeopardising its financial viability. However HBF did develop a customer satisfaction strategy in response to Barker 32, including a large scale annual home buyer satisfaction survey in association with NHBC covering 20 of the largest members, a voluntary code of conduct and model contract terms drawn up in co-operation with the OFT. In addition, a great deal of unseen work has been going on within individual companies to raise customer satisfaction levels.<br><br>Land and housing delivery<br><br>The extension …