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New Homes Quality Board

The New Homes Quality Board (NHQB) is an independent, not-for-profit organisation which provides enhanced protection to purchasers of new homes in the form of a code of practice, which ensures that every aspect of a new home purchase is covered.

The New Homes Quality Code, overseen by the NHQB, provides a clear framework for customer service and consumer protection throughout the home-buying journey. It ensures that buyers of new homes are treated fairly, receive transparent information at every stage, and have access to independent redress if needed.

As an NHQB registered developer, we are proud to support the voluntary scheme and are fully committed to the principles of the Code. As a registered builder with NHBC, one of the UK’s leading home warranty providers, we comply with both NHBC standards and the requirements of the New Homes Quality Code. This ensures you know what to expect from the moment you reserve your home to long after you’ve moved in, giving you added confidence throughout the process.

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.

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.

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 home is complete.

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.

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.

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

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.

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.

Make sure there are reasonable financial arrangements in place, through insurance or otherwise, to meet all obligations under the code, including repaying deposits when they are due and any financial awards made by the New Homes Ombudsman Service.

Meet the requirements of the code and the New Homes Ombudsman Service.

If you have a query

While we hope that buying your new home is both exciting and trouble free, the information below provides some examples of the problems you may come across and who to refer to in order to get them put right.

​The first two years

This is usually referred to as the builder warranty period or defects insurance period. If you feel that an element of your new home is not finished to the required standard, please get in touch with your builder who is responsible for putting right defects that develop within the first two years of your purchase.
If you have reported these to your builder and they have either failed to rectify them in a reasonable time or are unable to rectify them due to insolvency, then you should contact your home warranty provider who may be able to help or offer advice through their own dispute resolution service. They may even be able to complete the work if the builder is not able to.

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 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.

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The consumer code scheme

Direct guidance from the Consumer Code for Home Builders.

The Consumer Code.

The Consumer Code

If you feel that you have not been treated fairly, or given information on what levels of service to expect, or been fully informed about your purchase and your consumer rights before and after you move in, you may be able to bring a complaint through our Independent Dispute Resolution Scheme. Check our further details on how this works here. However, you should always speak to your home warranty provider first so that they can deal with any issues that might fall under your home warranty policy and/or offer support (as outlined above) through their own dispute resolution service. Please note the Consumer Code does not cover snagging or structural defects as these are already covered by warranty providers.