How is the Code governed and enforced?
Our Management Board is responsible for operating the Consumer Code Scheme and is chaired by Noel Hunter OBE.
The Board is supported by an Advisory Forum, which is chaired by a Board member. It is an industry-wide body that represents, consults and advises on Code content, its practical application and operation, through which changes and improvements are channelled.
The Advisory Forum has representatives from:
How is the Code monitored?
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 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 site sales offices and 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 and the Code’s Annual Report.
Enforcing the Code
If a home builder is found to be in serious breach of the Code, home warranty bodies may apply a range of sanctions which can, dependent on the relevant home warranty body’s rules of registration, include requiring the builder’s staff who have contact with buyers to be trained on their obligations under the Code; withholding the issuing of certificates of insurance; suspension or removal from the home warranty body’s register. These are of course the most serious of sanctions that may be applied (which can affect a builder’s ability to trade) and are not taken lightly.
When problems arise, complaints about breaches of the Code 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 buyers.
