The Code aims to make a positive difference to the service Home Builders provide to new Home Buyers.

To encourage Home Builders to adopt the Code and to enable the Consumer Code’s Management Board to check how well it is being applied, or whether it needs to be amended or updated, the following activities may be carried out:

  • Research.
  • Audits, which may include audits of Home Builders’ systems and documents.
  • Mystery-shopping surveys.
  • Annual returns or reports from Home Builders.
  • Reviews and assessments of customer satisfaction feedback and complaints.
  • Training for Home Builders.

As well as reporting results back to the industry, Government and consumer interest bodies, the findings will be considered in reviews of the Code to encourage best practice and the changing needs of Home Buyers and the home-building industry are met. Feedback is always welcome and any thoughts or suggestions about the Code should be sent to secretariat@consumercode.co.uk

Research

For more information on Customer Satisfaction levels and research undertaken by the Code, please refer to the National New Homes Customer Satisfaction Survey, the New Homes Review and the Code’s Annual Report.

Enforcing the Code

The Home Warranty Bodies have agreed to require all their registered builders to adopt and comply with the Code as a registration condition.

If a Home Builder is found to be in serious breach of the Code, Home Warranty Bodies can apply a range of sanctions. These include removal from the relevant Home Warranty Body’s register and exclusion from all registers run by other Home Warranty Bodies that take part in the Code Scheme.

When problems arise, these are handled through the Independent Dispute Resolution Scheme. All cases are summarised and published on this website (see our section on How Complaints Are Dealt With), so that the home building industry can learn from experience and continuously improve the service they provide to Home Buyers.

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