Home Buyers

The Consumer Code for New Homes aims to improve standards of construction in the UK and to ensure that best practice is followed by our registered Developer members in respect of the marketing and selling of New Homes and to set expected standards for after sales customer service, providing consumers with access to free and effective dispute resolution.

In order to ensure we can continually improve, we are always keen to hear from consumers and Members about their experiences of the Code in action and buying (or selling) a New Home.

Whether you had an excellent experience when buying a New Home from one of our Members, if someone went above and beyond for you or a relative or if you think there are positive improvements we can make to the Code, please don’t hesitate to contact us.

In order to provide us with your feedback, please email us at feedback@ccnh.co.uk.

Complaints Process

Although we and our members strive to provide you with a high quality service, we also know there may be times when you feel it is necessary to make a complaint.

If you need to make a complaint to the Consumer Code for New Homes direct, please use the following contact details:

Telephone:   0333 900 1966
Email: feedback@ccnh.co.uk

An outline of the overall Complaints & Dispute Resolution Process is available here.

You should make a complaint to the Developer in the first instance, since they will be able to deal with your complaint quickly and effectively under their own Complaints Handling Procedure. Find out more about complaining to the Developer below.

Making a Complaint to your Developer

Under the requirements of the Consumer Code for New Homes, registered Developers are required to have a system and procedures for receiving, handling and resolving Buyers’ service calls and complaints and must provide the Buyer with clear information about how to access the procedure and systems.

This information should be available on the Developer’s website direct and they should have made you aware of their Complaints Handling Procedure in the information you were provided with at Legal Completion.

If you want to make a complaint to your Developer, we recommend that you follow their procedures.

You should then expect a response from the Developer within:

– 30 working days of a complaint being made – for reservations made up to the 31st December 2023, or

– 20 working days of a complaint being made – for reservations made from the 1st January 2024.

The Developer should let you know of the estimated time within which a decision will be reached and where applicable, an estimated time within which required work will be completed.

If you and the Developer cannot reach an amicable resolution to your complaint, then at this point the complaint becomes a Dispute. You then have the opportunity to refer your complaint directly to the Independent Dispute Resolution Scheme, which is operated for the Code through CEDR Limited.

Making a Complaint to your Warranty Body

If your complaint is about issues covered by your Structural Warranty, you should read your policy and contact your Structural Warranty Provider if you need to make a claim.

Issues covered by the Structural Warranty are outside of scope of the Code.

Downloads for Home Buyers

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

Guide for Buyers of New Homes – Version 5
The Code – Version 5

 

 

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

Guide for Buyers of New Homes – Version 4
The Code – Version 4