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The Consumer Code for Home Builders

This document contains The Code Requirements, their Meaning and an Introduction to The Independent Dispute Resolution Scheme

The Consumer Code came into force on 1 April 2010. This edition applies to all Reservations signed on or after 1 April 2017. It sets mandatory Requirements that all Home Builders must meet in their marketing and selling of Homes and their after-sales customer service.

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; and
  • know how to access speedy, low-cost dispute-resolution arrangements if they are dissatisfied.

The Code applies to all Home Buyers and Homes as set out in the Scope (on page 5 of the document).

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.

Home Buyers who think they have a dispute because a Home Builder has failed to meet the Code Requirements, may refer their dispute to an Independent Dispute Resolution Scheme.

The Consumer Code Management Board will arrange for surveys 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 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.

Nothing in this Code affects Home Buyers’ existing legal rights.

The Consumer Code

You can now download the Consumer Code for Home Builders.

Download the Consumer Code