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FAQ

  • Where do buyers stand with a potential delay in completion date?
  • What criteria will developers have to meet?
  • How much will developers be charged for this new scheme?

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NHOS

Citizens Advice

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FAQ

  • If I have a complaint with my builder, who should I contact?
  • How does this relate to the Building Safety Bill?
  • I’m in the process of buying, how will this affect me?

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NHOS

Citizens Advice

How am I protected?

When you buy from a developer that has adopted the New Homes Quality Code, you should expect them to meet its requirements for quality and customer service. If they fail to do so, you are protected by the New Homes Ombudsman Service.

Am I covered?

What does the Code cover?

The Code sets out the quality and customer service standards that Registered Developers must follow throughout the entire home-buying journey — from purchasing and moving in to settling into a new home.

Marketing

Marketing materials must be clear, fair, and complete. Developers must not use high-pressure selling techniques to encourage, or speed up, a purchase. Vulnerable customers must be supported to make informed decisions.

Reservation

Reservation agreements must comply with Code requirements. Details of future development phases must be shared. Developers must provide an affordability schedule of future costs associated with the home. Thet must include a major change process and make provision to protect deposits and other fees. Customers must be given a 14-day cooling-off period.

Completion

Developers must give customers, or their appointed suitably qualified inspector, the opportunity to undertake a pre-completion inspection of the new home. They must provide schedules of any incomplete and additional work in the home and on the wider development.

After-sales

Developers must provide a clear after-sales process for two years following completion. They should provide an accessible complaints process and commit to resolving snags or defects within 30 calendar days.

Read a summary of the New Homes Quality Code

How does the Code protect homebuyers?

The New Homes Quality Board (NHQB) is an independent, not-for-profit organisation which was set up to oversee reforms in the quality of new homes and the customer service provided by developers.

We provide enhanced protection to buyers of new homes in the form of a code of practice which introduces a broad range of additional requirements for developers, to ensure that every aspect of a new home purchase is covered, from when a customer initially walks into a sales office, through to two years after the occupation of the home. 

If you reserve a new home from a Registered Developer, after their date of activation, then you are protected by the new arrangements.

The protections also include access to the independent New Homes Ombudsman Service (NHOS) if you are not satisfied with the quality of your new homes or the performance of your developer.

Read the Code summary
Go to the Code

Useful Information

We are here to help new-build home buyers experience a quality new home and excellent customer service from their developer when buying, moving into, and settling into their new home.

We have created some handy guides to help customers with this journey.

More useful resources

FAQ

Visit our FAQ section for answers to questions about the Code, Registered Developers, the New Homes Ombudsman Service, and more.

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