Consumer Code for Home Builders

Information for homeowners

Consumer Code for Home Builders

The Consumer Code for Home Builders (the Code) is an industry-led scheme which gives protection and rights to the purchasers of new homes, ensuring that new home buyers are treated fairly and are fully informed about their purchase before and after they sign the contract.

All home builders registered with NHBC, and the other home warranty bodies who support the scheme, agree to comply with the Code requirements.

The Code is designed to help you understand what levels of service to expect from your home builder, feel fully informed about your purchase and know your consumer rights before and after you move in.

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Information on completions and moving dates during COVID-19

Dispute resolution

In the unlikely event that problems arise, a low cost, independent dispute resolution scheme is available to deal with complaints about breaches of the Code. This is separate and in addition to our own resolution service as set out in your Buildmark policy booklet, which we offer if you have a disagreement with your builder about a defect with your property covered by the Buildmark warranty.

What you should do in the event of a problem

If it's less than two years since you made your reservation for your new home, and you think your builder is in breach of the Code, you need to follow the Code complaints procedure.

If you're unable to resolve the dispute with your builder directly, then we are here to advise you. You should contact us and a member of our Claims Team will assess the situation and advise you how best we can help. They will:

Check

Check that your builder is registered with us and that your home has Buildmark warranty and insurance cover (it helps if you can have your policy number to hand and your full address when contacting us).

Understand

Understand from you the nature of your concerns and identify whether we can assist under Buildmark or whether you need to consider pursuing your dispute through the Code's dispute resolution service.

Advice

Advise you of the next steps and, if appropriate, contact your builder and issue you with documentation to help you access the Code dispute resolution service.

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