About NHBC


You are about to be redirected to the following page:

If you have not been redirected please click on the link above to continue

Consumer Code for Home Builders

Since the Barker Review in 2004, the home-building industry has significantly improved levels of customer satisfaction. It is vital to maintain excellent standards of delivery and ensure a high level of customer satisfaction is being achieved across the board. In particular, it’s important that the industry continues to demonstrate its voluntary commitment to these twin objectives.

For these reasons, the major industry trade bodies and the Council of Mortgage Lenders joined with NHBC and other warranty providers to develop the Consumer Code for Home Builders.

How to contact us
Consumer Code for Home Builders

Third Edition effective 1 April 2013

The Consumer Code has been re-issued as the third edition - applicable for all reservations signed on or after 1 April 2013. You can get copies of the latest Code Requirements and the Builder Guidance documents from the Consumer Code website

Visit consumer code website

What is the Code - at a glance
  • A set of 19 requirements and principles that requires the home-building industry to deal effectively with its customers throughout the entire home-buying process.
  • The most recent Code requirements came into effect on the 1 April 2013 and apply to all new private home-buyer reservations from that date.
  • Where there are disputes about whether a builder has complied with the Code and the home buyer is out of pocket as a result, there is an independent dispute resolution service.
  • From pre to post occupation, the Code helps ensure a consistently high level of customer service is maintained by monitoring customer satisfaction and industry compliance.
  • The Code is enforced by a change in the Rules for NHBC and those of other co-operating warranty bodies; gross non-compliance of the Code would be a breach of the Rules and can end up in the ultimate sanction - being removed from all co-operating warranty bodies’ registers.
  • Customer satisfaction and industry compliance with the Code is measured and data on performance reported back to the industry, Government and consumer interest bodies.
NHBC builder support

BrochureNHBC is helping you comply with the Consumer Code. We have developed brochures and templates to support you along the way. We are working on some other supporting initiatives and will continue to investigate other ways to help you.


In-house training on the Code is available for builders who have a large number of staff they wish to train. Please contact either your NHBC Regional Director or Louise Bowers in NHBC Training on 01908 747035 or email.

An e-learning course is also available; this is free for registered builders or for companies who are affiliated to registered builders such as estates agents and solicitors. For more information on registering for the course, please contact Louise Bowers as above.

More about the course

Why buy this home brochure

This is the ideal point of sale brochure for show homes and sales offices. It will help you comply with the Consumer Code for Home Builders.

Brochure Why buy this home brochure.pdf

This free A4 brochure assists you to comply with 4 sections of the Consumer Code by;

  • Providing details of NHBC’s 10-year Buildmark cover (Consumer Code clause 2.3).
  • Including a copy of the Code’s 19 requirements (Consumer Code clause 1.2).
  • Providing details of how to access independent dispute resolution
    (Consumer Code clause 5.1).
  • Providing contact details for NHBC (Consumer Code clause 5.1).

Order the brochure

Reservation Agreement Template

Consumer Code for Home BuildersSeveral of the core requirements of the Code refer to the Reservation Agreement and what it must contain. The template that we have drafted includes the relevant elements that are considered mandatory under the Code, plus some data-gathering fields that would otherwise normally be expected in a Reservation Agreement. Please refer to the important guidance notes before downloading the Reservation Agreement.

Reservation agreement.pdf

Guidance notes.pdf

Builder Toolkit

BrochureFor builders who may not have the resources to design their internal documents and processes, NHBC has published the Home Builder Toolkit. This contains guidance on how to set up processes to manage the `Customer Journey’ from initial contact through sales, reservation, contracting and moving in - good management of these processes is vital for improving and maintaining high levels of customer satisfaction.

It includes a copy of the Reservation Agreement Template referred to above along with the guidance notes. It also gives guidance on how to use the Consumer Code logo.

NHBC Consumer Code toolkit.pdf

Consumer Code window sticker