THE CONSUMER CODE FOR HOME BUILDERS
VALID ON ALL RESERVATIONS MADE PRIOR TO 6TH JUNE 2023
THE CONSUMER CODE FOR HOME BUILDERS CAME INTO EFFECT IN APRIL 2010 AND APPLIES TO ALL HOME BUILDERS, SUCH AS DENBURY HOMES, WHO ARE REGISTERED WITH THE NHBC. CONSISTING OF 19 REQUIREMENTS AND PRINCIPLES THAT HOME BUILDERS MUST MEET WHN THEY MARKET AND SELL THEIR HOMES, THROUGH TO THE WAY WE LOOK AFTER YOU POST COMPLETION.
WHAT IS THE PURPOSE OF THE CODE
The Code gives protection and rights to purchasers of new Homes. It requires all new Home Buyers are treated fairly and are fully informed about their purchase before and after they sign the contract.
The Code is an industry led code of conduct for Home Builders, which was developed to make the home buying process fairer and more transparent for purchasers.
The aim of the Code is for all new Home Buyers to:
- be treated fairly,
- know what levels of service to expect,
- to be given reliable information about their purchase and their consumer rights before and after they move in, and
- know how to access a speedy, free dispute resolution arrangements to deal with complaints about breaches of the Code
The Code reinforces best practice among Home Builders to encourage a consistently high level of information and customer service. It builds on successful efforts already made by the industry to improve consumer satisfaction in recent years.
WHAT does the code cover?
Stage 1 – Helping buyers pre-purchase
In the first of three videos looking at the different ways the Consumer Code for Home Builders supports buyers of new-build homes, we look at what help is available in the early stages of considering a new home.
As a Home Buyer you should be given enough pre-purchase information to help you make a suitably informed purchasing decision.
In all cases this information must include:
- a written Reservation agreement including the reservation fee; what is being sold; the purchase price; how and when the Reservation agreement will end and how long the price remains valid;
- an explanation of the Home Warranty cover;
- a description of any management services and organisations to which you as the Home Buyer will be committed and an estimate of their cost;
- the nature and method of assessment of any event fees such as transfer fees or similar liabilities.
If your home is not yet completed (for example when buying off plan), the information must include:
- a brochure or plan illustrating the general layout, appearance and plot position of the home;
- a list of the home’s contents;
- the standards to which the home is being built.
Stage 2 – Helping buyers during purchase
Exchanging contracts is an exciting time but can be daunting. In the second of three videos covering how the Code helps home buyers, we focus on the additional protection offered by the Code as you exchange contracts.
Exchange of Contract
The Home Builder must provide you with a contract which is clear and fair, complies with all relevant legislation and clearly explains your contract termination rights.
The Code also states that you must be given reliable and realistic information about when construction of your home may be finished, the date of Legal Completion, and the date for handover of your home.
If an unreasonable delay occurs in completing the home, you have the right not to go ahead with the purchase and have your Reservation fee returned without deductions.
Your Home Builder must clearly explain how contract deposits are protected and how any other pre-payments are dealt with.
Stage 3 – Helping buyers after occupation
You’ve completed and moved in – what next? In the last of our three videos looking at different aspects of the Code, we highlight the support you can expect after you’ve moved in, including after sales care and complaints handling.
Home Builders must provide an accessible after-sale service, and explain what the service includes, who to contact, and what guarantees and warranties apply to your home.
If you move into a home where building work is still in progress on surrounding properties, you must be told about the health-and-safety precautions you should take when living on a development where building work continues.
Your Home Builder must have procedures for receiving, handling, and resolving service calls and complaints from you and any other purchasers. You should be informed by your Home Builder about these procedures, and of the dispute resolution arrangements operated as part of the Code, in writing.
THE DENBURY HOMES CUSTOMER CHARTER
- Provide you with pre-reservation information, giving you an opportunity to share any additional needs you might have to understand the process of buying a new home.
- Complete a comprehensive reservation appointment with you, furnishing you with information to enable you to make an informed choice before committing to reserve.
- Provide you with a copy of the Consumer Code for Home Builders, agreeing to adhere to its core requirements and principles.
- Provide you with documentation pertaining to the NHBC 10-Year Buildmark warranty, advising you of cover under the scheme.
- Furnish you with comprehensive information about your new home and the development, together with when any choices and options available to you, subject to build stage.
- Provide you with the development’s marketing information including the build specification.
- Share with you relevant costs to maintain your home for the next 10 years, together with fees while you live in your home, and if you sell it.
- At mutually agreed intervals, provide build updates and likely completion dates of your new home.
- Share with you our Health & Safety Policy on site to minimise the risk of injury while we are building the development.
- Utilising a suitably qualified inspector, offer you the opportunity to appoint a Pre-Completion Inspection of your new home, from 5 calendar days after the Notice to Complete has been served (or earlier by mutual agreement).
- Conduct a home inspection to introduce you to your new home, including the features and functions of the property.
- Give you access to a post completion, after-sales service (including out of hours) that will handle enquiries, issues and complaints. We will endeavour to resolve warranty issues within one calendar month.
- Facilitate independent satisfaction surveys via the HBF and NHBC so you can share feedback on your home buying journey.