Why Join - The New Homes Quality Board (NHQB)

Why adopt the New Homes Quality Code?

Adopting the New Homes Quality Code (the Code) demonstrates your commitment to delivering quality homes and outstanding customer service. Complying with the Code and using its supporting resources helps you improve customer service processes, reduce administrative costs, and enhance your reputation.

Learn how to apply

Reasons to commit to the Code

Adopting the New Homes Quality Code supports your organisation to embed quality and customer service excellence in every build.

Build trust with
homebuyers

The Code sets benchmarks for clear, consistent, timely, and transparent customer communications that build trust and enhance your reputation among industry stakeholders.

Enhance customer care processes

We provide a comprehensive range of resources, training, templates, and standardised processes, along with guidance from our industry engagement team. These enable developers of all sizes to enhance customer service processes and reduce administration.

Improve customer satisfaction rates

The Code provides guiding principles and practical steps promoting fairness, quality, transparency, and responsiveness throughout the homebuying process. Committing to the Code helps increase customer satisfaction levels and reduce customer complaints.

Manage complaints effectively

The Code offers a single, clear process for handling complaints. Its defined timelines and escalation routes support fair, timely resolution. Registered developers and their customers are protected by the New Homes Ombudsman, which delivers independent complaint adjudication.

Be ready for regulation

Be prepared for future industry regulation by implementing rigorous quality and customer care standards. Establish consistent, efficient customer care processes and a defined complaint resolution pathway.

Access support and guidance

Following your application, you will gain access to a full range of supporting resources enabling you to implement the Code effectively. Our templates, training tools, recommended processes, and access to our industry engagement team support you throughout your journey.

Starting your application

Our team provides step-by-step support from the moment you apply, throughout the registration process, and as you continue your journey as a Registered Developer.

Apply
Payment
Compliance
Training
Attest
Activate

Learn more about applying

Have a question? Contact our industry engagement team.

Developers testimonial

We value the framework that the New Homes Quality Code provides. It goes beyond delivering excellence in customer service and quality by positively impacting our operational efficiency and bottom line. During the particularly tough environment for SMEs operating in the UK housebuilding industry currently, we believe our commitment to the Code makes a real difference and distinguishes us as a housebuilder committed to excellence in all areas of our business.

Philip Fry

Managing Director

CG Fry & Son

The New Homes Quality Code helps us to improve customer service and the quality of the new home they receive. We believe that all developers no matter their size should sign-up to the Code. The learnings and value we get from the Code’s framework including the compliance audits, resources, and guidance help our organisation perform better for our customers and all our stakeholders.

Stewart Lynes

Chief Executive Officer

Miller Homes

Our purpose as a responsible developer is to work in partnership to deliver sustainable homes, communities, and social value, leaving a legacy of places people love. The New Homes Quality Code reflects our commitment to our purpose. It is essential for Vistry to embrace and be challenged independently in the quality of the homes we build and the customer service we provide. We are thankful that the New Homes Quality Board established the Code and set-up the independent New Homes Ombudsman Service to provide the much-needed independent rigour and accountability that ultimately supports customers and helps us to continuously improve.

Greg Fitzgerald

Executive Chair and Chief Executive Officer

Vistry