newer_edited.jpg

NEW HOMES OMBUDSMAN

Understanding your requirements

 

EXPECTATION

New Homes Quality Code

CODE

This New Homes Quality Code (“the Code”) establishes mandatory Requirements which must be adopted and complied with by developers and new homes builders who are registered with the New Homes Quality Board (“Registered Developers”).


The Code has two parts:

a)  Statement of Fundamental Principles
– a statement of the Fundamental Principles that Registered Developers agree to apply in their business and their dealings with Customers; and

(b) Practical Steps – a statement of what is expected at each stage of the process.

FUNDAMENTAL PRINCIPLES

Fairness
Treat Customers fairly throughout the home buying and after-sales process.

Safety

Carry out and complete works in accordance with all requisite Building Regulations and as set out by the Building Safety Regulator.


Quality

Complete all works to a good quality standard and in accordance with the specification for the New Home and ensure that Legal Completion only takes place when a home is complete (as defined in section 2 of this Code).

Service
Have in place systems, processes and training of staff to meet the customer service level requirements of the New Homes Quality Code and not use high-pressure selling techniques to influence a Customer’s decision to buy a New Home.


Responsiveness

Be clear, responsive and timely in responding to Customers’ issues by having in place a robust after sales service and effective complaints process as required by the Code.


Transparency

Provide clear and accurate information about the purchase of the New Home, including tenure and potential future committed costs such as those relating to leasehold or management services.

Independence 

Make sure that Customers are aware that they should appoint independent legal advisors when buying a New Home and that they have the option of an independent accredited pre-completion inspection before Legal Completion takes place.

Inclusivity
Take steps to identify and provide appropriate support to Vulnerable Customers as well as to make the Code available to all Customers, including in appropriately accessible formats and languages.


Security

Ensure that there are reasonable financial arrangements in place, through insurance or otherwise, to meet all obligations under the Code, including timely repayment of financial deposits when due and any financial awards made by the New Homes Ombudsman service.


Compliance

Be subject to, co-operate and comply with the requirements of the New Homes Quality Board, the New Homes Quality Code and the New Homes Ombudsman service.

TERM

The Codes' remit covers the whole period from the marketing and sale of a property through to after-sales and Complaints management for issues during the first two years of a New Home purchase.


Its primary purpose is to provide an independent service to consumers, free for them to access and use, which can impartially assess and adjudicate on issues that have arisen that fall within the Ombudsman’s scope.


These are expected to be Complaints around the sales, marketing and Complaints Management processes, or issues or Defects that have arisen at or after occupation and which are not Major Defects.

More serious and Major Defects are likely to be more suitable for legal, insurance or other more substantial redress than the New Homes Ombudsman service, or for referral to another body, such as the Building Safety Regulator.

PRACTICAL STEPS

All Developers registered with the New Homes Quality Board must comply with the Code and agree to adhere to the adjudications of the New Homes Ombudsman service.


The Code will apply to each New Home from the marketing for sale of the New Home and for a period of two calendar years after the date of Legal Completion of the New Home.


The Code has been designed for a consumer purchaser who is buying a newly built home for their own occupation, including their household or, for After-Sales (section three) only, a subsequent purchaser for that home.


The Code does not apply to:

Business purchases, whether individual or corporate entities, including for investment and/or renting, and which includes sales to a Housing Association, Registered Provider or other party under a part-ownership scheme.


Other properties other than a New Home, including homes accepted by a Developer in part exchange and re-sold.

Properties built by self-builders or under contract between a Builder and an individual for their own occupation.

FOUR SECTIONS TO THE CODE

The Code is split into four sections:

SECTION 1
This section deals with the Sales and Marketing of a new home. This is not an aspect that After Build can offer you assistance with. Use the link above to go to the full document.

SECTION 2
This section deals with Legal documents, Information, Inspection and Completion. Again there is a link above to the full document, however there are aspects that After Build can assist with:

  • Complete New Home

  • Legal Completion

  • Incomplete Works

SECTION 3
This section deals with After Sales, Complaints Management and the New Homes Ombudsman. After Build can assist with:

  • After Sales Service

  • After Sales Issues and Complaint Management

  • Snagging Period and Resolution of Snagging Issues

  • Complaints Process

  • Referrals to the New Homes Ombudsman service

SECTION 4
This section deals with Solvency, Legal and Jurisdiction. See link to full document.