Home Buyer Customer Journey Guide to support Sales & Marketing teams with Future Homes Standard homes
The Future Homes Hub has launched the
Future Homes Standard – Home Buyer Customer Journey: Developers Good Practice Guide, a new template designed to help Sales & Marketing teams prepare buyers for all-electric, low energy homes.
The introduction of the Future Homes Standard marks a major change for the sector, with new homes no longer using fossil fuels for heating. This transition will require not just technical changes, but new approaches to how homes are marketed, sold, and supported.
The Home Buyer Customer Journey Guide sets out good practice across the entire customer journey — from marketing to handover and aftercare — with practical tips, case studies, and real-world examples.
It helps Sales & Marketing teams to:
- Confidently explain new technologies such as heat pumps, solar panels, and smart time-of-use energy tariffs
- Manage buyer expectations around comfort, energy use, and lifestyle changes
- Deliver consistent messaging across marketing, sales, and customer care interactions
Building to meet the Future Homes Standard means that sales teams must go beyond selling homes - they must become educators, capable of explaining new systems such as low-temperature heating, solar panels and smart time-of-use energy tariffs in clear, everyday language. Buyers will be looking for reassurance and guidance, and it is vital that Sales & Marketing teams can shape expectations with clarity and confidence.
The Home Buyer Customer Journey Guide makes this easier by equipping teams with a suite of ready-to-use content and messaging:
- For marketing teams: materials to support campaigns that position FHS homes as the new normal, focusing on comfort, sustainability and future-readiness.
- For sales teams: clear, consistent messages on the benefits of FHS homes - including healthier living environments, lower heating needs, benefits of smart time-of-use energy tariffs, and reduced need for costly retrofits.
- For handover and aftercare teams: practical guidance that builds confidence to deliver efficient, informative handovers and provide proactive support to householders.
With this content at their fingertips, teams across the home buyer journey can feel confident, consistent and aligned, ensuring customers not only understand the benefits of their new home but feel supported to get the best out of it.
The Home Buyer Customer Journey Guide is supported by a suite of resources available on the Hub’s website:
- Buying a New Low Energy Home — a short, customer-facing guide
- Selling a New Low Energy Home — revised guidance for sales professionals
- Lessons Learnt from Delivering FHS Homes at Scale — sector insights from developers
Ross Holleron, Head of Homes and Construction at the Future Homes Hub, said: “The Home Buyer Customer Journey Guide is designed to equip Sales & Marketing teams with the information they need to help buyers confidently make the transition to low energy, all-electric living. Getting the customer journey right will be essential to ensure a smooth roll-out of the Future Homes Standard and to build trust with new homeowners.”
To accompany the launch, the Hub will host a
Lunch & Learn webinar on Friday 3rd
October (1-2PM): ‘Preparing for the Future Homes Standard – A Practical Guide for Sales & Marketing Teams’. The session will introduce the Guide, share good practice, and feature speakers from the Hub, Pollard Thomas Edwards & Bellway Homes
Download the Home Buyer Customer Journey Guide