New build owners struggle to complete orders

Seventy-four per cent of new-build home owners have had difficulties ordering goods and services, according to research by Royal Mail.

Among the 124,000 residents of houses built in 2009, 71 per cent had problems ordering goods, 51 per cent experienced difficulty setting up utilities and 34 per cent struggled to arrange financial servicecs.

Problems arise when a company fails to recognise the postcode because they do not have the latest address data in their system. As a result, they could be losing out on one of the most significant buying triggers among consumers. One in five of those surveyed said they  purchased from a company that could recognise their postcode, rather than persist with their first choice. One in ten chose to buy on the high street, rather than online, to avoid the problem.

Three quarters (76 per cent) of the issues with orders occur within the first two months of moving to a new build, although 17 per cent of consumer say they are still having problems six months on. Retailers had failed to accept a postcode from 52 per cent of potential shoppers, with TV or telephony providers failing for 47 per cent.

Steve Rooney of Royal Mail’s Address Management Unit said: “Our research shows that a worrying proportion of businesses are failing to update their records with postcodes allocated to new-build addresses. Moving house can be a stressful experience and retailers, utilities and services providers in particular need to make sure their customers can get the services that they need to settle in to their new home. PAF is updated 25,000 times a week on average, so failing to invest in the most recent data means that businesses may miss out on potential sales.”

Latest from Marketing Week


Access Marketing Week’s wealth of insight, analysis and opinion that will help you do your job better.

Register and receive the best content from the only UK title 100% dedicated to serving marketers' needs.

We’ll ask you just a few questions about what you do and where you work. The more we know about our visitors, the better and more relevant content we can provide for them. And, yes, knowing our audience better helps us find commercial partners too. Don't worry, we won't share your information with other parties, unless you give us permission to do so.

Register now


Our award winning editorial team (PPA Digital Brand of the Year) ask the big questions about the biggest issues on everything from strategy through to execution to help you navigate the fast moving modern marketing landscape.


From the opportunities and challenges of emerging technology to the need for greater effectiveness, from the challenge of measurement to building a marketing team fit for the future, we are your guide.


Information, inspiration and advice from the marketing world and beyond that will help you develop as a marketer and as a leader.

Having problems?

Contact us on +44 (0)20 7292 3703 or email

If you are looking for our Jobs site, please click here