The Consumer Code for New Homes, approved by the Chartered Trading Standards Institute, has been established to ensure that best practice is followed by registered Developers in respect of the marketing & selling of New Homes to consumers. The Code also sets expected standards for after sales customer care service.

It has been established to be of maximum benefit to consumers and its ultimate aim is to provide a genuine commitment to consumers, to improving standards of construction and raise customer service standards in the New Homes market, recognising that part of that commitment is providing consumers with a voice and a clear complaints process when things simply don’t go according to plan when they buy a New Home.

The Code ensures that Buyers of New Homes:

• are treated fairly by the Developer (and their Agent) understand the Developer’s legal status and identity as a company, so the Buyer understands who they have bought their New Home from.
• Are given clear and reliable information on which to make informed decisions about purchasing a New Home.
• know what standards the Developer must deliver for the New Home.
• know what service levels to expect from the Developer (and their Agent).
• receive clear advice about the main aspects of the New Home that the Buyer will need to maintain.
• know how to access timely arrangements for resolving Disputes if they are dissatisfied.

What the Code covers

The Consumer Code for New Homes sets higher levels of consumer protection above and beyond the law. The Code covers the New Home buying process to ensure that the selling activities the Developer engages in are of a consistently high standard. This includes:

• Pre-Contract: ensuring high standards of customer service, fair and clear documentation, clear and truthful advertising, training of staff and agents, adequate information provision, clear and fair arrangements for reservations.
• Contract Exchange: governing the Contract of Sale, requiring minimum standards for fair and transparent contracts, termination rights, accurate information about timings, and protecting deposits and prepayments.
• Legal Completion: setting minimum requirements for completion and quality of the New Home, and information provision. After Occupation Starts: providing minimum standards for handover and after sales processes, ensuring consumers' health & safety, and ensuring they have suitable information for maintaining and living in the New Home.
• Complaints & Disputes: giving consumers access to clear, speedy and free dispute resolution if things don't go according to plan and co-operating with professional advisers.

Nothing in the Code affects a Buyer’s existing legal rights or replaces Developers’ legal obligations or existing legislation regarding the New Home.

You can find out more about the Code at www.consumercodefornewhomes.com