If you build New Homes to sell then Consumer Code for New Homes is a genuine commitment to consumers to improve standards of construction and customer service in the New Homes market.

Buying a new-build home is an exciting time for your Buyers. But as it is one of the largest investments most people are likely to make, it’s important that they understand the process, what they’re buying and what help is available if problems arise.

The Consumer Code for New Homes, approved by the Chartered Trading Standards Institute, has been established to ensure that best practice is followed by registered Developers in respect of the marketing & selling of New Homes to consumers. The Code also sets expected standards for after sales customer care service.

It has been established to be of maximum benefit to consumers and its ultimate aim is to provide a genuine commitment to consumers, to improving standards of construction and raise customer service standards in the New Homes market, recognising that part of that commitment is providing consumers with a voice and a clear complaints process when things simply don’t go according to plan when they buy a New Home.

This underlying principle is echoed in the approach of the Consumer Code for New Homes Code Users (the Structural Warranty Bodies which are registered with us) whose site surveying activities help to improve quality of construction in house-building.

And through this quality focused approach, the Consumer Code for New Homes demonstrates a real desire to have a truly industry-led Consumer Code which can be of maximum impact in the New Homes market and can respond to real practices and trends in the industry.

Update to the Code!

The Code has recently launched Version 5 which is effective for all reservations from 1 January 2024. Make sure you understand what changes have been made and what you will need to do to comply with the new version of the Code.

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What does the Code cover?

The Consumer Code for New Homes sets higher levels of consumer protection above and beyond the law. The Code covers the New Home buying process to ensure that the selling activities the Developer engages in are of a consistently high standard. This includes:

  • Pre-Contract Stage: Ensuring high standards of customer service, fair and clear documentation, and adequate information provision, to ensure consumers are able to make an informed decision about buying a New Home before they enter into Contract with a Developer.
  • Contract Exchange Stage: Governing the Contract of Sale, requiring minimum standards for fair and transparent contracts, accurate information about when the property will be ready, termination rights, changes to New Homes after Contract, and protecting deposits & pre-payments.
  • Legal Completion: Providing minimum standards for what must be done, the stage the New Home must have reached and what information must have been provided before Legal Completion can take place, ensuring consumers’ health & safety and providing the opportunity for a Pre-Completion Inspection.
  • After Occupation Starts: Setting minimum standards for the After-Sales Service which Buyers should expect to receive, and ensuring they have suitable information for maintaining and living in the New Home.
  • Complaints & Disputes: Setting minimum requirements for Complaints Procedures and giving consumers access to clear, speedy and free cost Independent Dispute Resolution if things don’t go according to plan.

Nothing in the Code affects a Buyer’s existing legal rights or replaces Developers’ legal obligations or existing legislation regarding the New Home.

Downloads for Developers

Version 5 – Applies to all reservations from 1st January 2024

Overview for Developers – Version 5               The Code – Version 5           Developer Guidance – Version 5

Code Compliance Checklist – Version 5          Summary of Changes to the Code – Version 5

Version 4 – Applies to all reservations up to and including 31st December 2023

The Code – Version 4
Developer Requirements – Version 4

How to become a Registered Member

To become a Registered Member of the Consumer Code for New Homes you also need to be registered and working with one of our Structural Warranty Bodies.

If you want to chat through any aspect of becoming a Registered Member with us first, please don’t hesitate to contact us.

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