New Homes Quality Board

As an NHQB registered developer, we follow the New Homes Quality Code's 10 Guiding Principles to benefit our customers:

1. Fairness
   Treat customers fairly throughout the buying and after-sales process
    
2. Safety
   Carry out and complete work in line with all regulations and requirements that apply to the new home, as set out by the Government, and have the necessary certificates from an appropriately approved body to show they have done this
    
3. Quality
   Complete all work to a high standard in line with all building and other standards and regulations that apply, as well as to the specification for the new home, and make sure that completion does not take place until the new home is complete
    
4. Service
   Have in place systems, processes and staff training to meet the customer service requirements of the code, and not use high-pressure selling techniques to influence a customer’s decision to buy a new home
    
5. Responsiveness
   Have in place a reliable after-sales service and effective complaints procedure to make sure responses to customer queries are clear, thorough and provided in good time
    
6. Transparency
   Provide clear and accurate information about buying the new home, including tenure and any costs the customer may have to pay in the future, such as ground rents and service charges
    
7. Independence
   Make sure that customers know they should appoint independent legal advisers when buying a new home and that they have the right to ask for an independent pre-completion inspection before completion takes place
    
8. Inclusivity
   Take steps to identify and provide appropriate support to vulnerable customers and make sure the code is available to all customers, including in appropriate formats and languages
    
9. Security
   Make sure there are reasonable financial arrangements in place, through insurance or otherwise, to meet all their obligations under the code, including repaying deposits when they are due and any financial awards made by the New Homes Ombudsman Service.
    
10. Compliance
    Meet the requirements of the code and the New Homes Ombudsman Service.

The first two years

In the first two years of the warranty, we (Cameron Homes) are responsible for fixing any defects or snags that breach the warranty standards and arise due to workmanship or the materials used. This initial two years is often known as the Builder’s Warranty Period or the Defects Liability Period.

Homeowners can report problems to us within this timeframe, and if the issues are found to be below standards, the we are obligated to resolve them.

Three to ten years

This is usually referred to as the structural insurance period and usually continues to protect the home by insurance cover until 10 years after completion.

This means your home warranty provider (for example, the NHBC) will pay the cost or carry out remedial works for issues covered by your policy and will usually include items such as foundations, walls and cladding, roofs, flues and chimneys, ceilings and load bearing parts of the floor and glazing in outside windows and doors.