Your rights

To us, treating customers fairly and providing them with honest and reliable information has always been an inherent part of our service. However, not all builders have always been of the same mind set.

Which is why the Consumer Code is a standard of practice that came into force on the 1st April 2010. It sets mandatory requirements that all Home Builders must meet in their marketing and selling of Homes and their after-sales customer service. The Code applies to all Home Buyers and Homes.

The purpose of the Code is to ensure that Home Buyers: 

• are treated fairly
• know what service levels to expect
• are given reliable information upon which to make their decisions
• know how to access speedy, low-cost dispute resolution arrangements if they are dissatisfied

The Home Warranty Bodies have agreed to require all their registered builders to adopt and comply with the Code as a condition of their registration. Where a Home Builder is found to be in serious breach of the Code, Home Warranty Bodies can apply a range of sanctions, including removal from the Home Warranty Body’s register and exclusion from all registers run by other Home Warranty Bodies that participate in the Code scheme.

Home Buyers who think they have a dispute because a Home Builder has failed to meet the requirements of the Code may refer their dispute to the independent Dispute Resolution Scheme. Surveys will be carried out to check how well the Code is working and measure consumer satisfaction. In carrying out the surveys, the relevant sections of the Data Protection Act will be complied with.

To establish how well the Consumer Code is being applied, or whether it needs to be amended or updated, there may also be:

• random audits
• mystery shopping surveys
• reviews and assessments of customer satisfaction feedback and complaints training for Home Builders

Find out more about the Code. The consumer Code for Home Builders has it's very own website, with detailed information on all aspects of the code. For more information, click here.