The New Homes Quality Code – What’s it all about?

The industry around developing new build homes is changing and all the signs are showing that the future will provide an even better experience to buyers! We are really excited to have finally seen the introduction of a not-for-profit New Homes Ombudsman Service, which is linked to the New Homes Quality Code. 

The purpose of this new framework is to better protect consumers with official channels that provide safety, clarity and protection to better serve purchasers of new-build homes. 

Are you wondering how the schemes work? Want to know what the main points to remember are, and the benefits for consumer protection rights it provides? We’ve put together this quick blog to answer all your questions about the New Homes Ombudsman’s Service and the New homes Quality Code!

What is the New Homes Ombudsman Service?

When people are buying a new-build home, they want assurances and protection over any issues that may arise. Services like the one provided by the New Homes Ombudsman help customers resolve any issues they have been unable to solve with a developer. It is a free and independent service that allows for a neutral view when taking into account each individual complaint. During the first two years from when you purchase your home, you will receive assurances of protection throughout the entirety of the process. 

So, this sounds great doesn’t it? But, where do developers fit into the equation? Well, many developers have signed up for the New Homes Quality Code and Developer Guidance – published in December 2021. This includes Hive Homes, who are officially in the process of signing up the New Homes Quality Code. As of early 2023, Hive Homes officially joined the New Homes Quality Code too!

The code fits within the New Homes Ombudsman framework and sets out all the conditions and provisions that developers must adhere to upon signing up. Let’s take a look in greater depth. 

The New Homes Quality Code

The New Homes Quality Code was published by the New Homes Quality Board, which was originally devised in January 2021 to develop the framework with which the code and the New Homes Ombudsman Service. The code provides mandatory requirements for new-build developers to adhere to, providing protection for home purchasers from developers. Some of the following obligations set out in the code include: 

• Protection of deposits – any deposits paid to the developer must be protected. 
• A fair reservation agreement with sales contract requirements.
• Homes must be completed entirely before purchasers are allowed to move in, preventing developers from striking a deal with customers to move in before all necessary work is finished. 
• An effective ‘aftercare’ service, where customers can raise any issues or faults with their new home. If customers feel that their complaint has not been handled effectively, they can refer this to the New Homes Ombudsman Service.  

How does the code benefit me? 

The ten core principles defined within the Code have untold benefits, and the consumer is at the heart of them. Developers must adopt and comply with the following guidelines: 

• • Fairness – All customers are treated fairly and individually, regardless of each situation.
  • Safety – All works completed are in accordance with all Building Regulations.
  • Quality – Any work carried out is completed to a minimum standard of good quality. 
  • Transparency – When a consumer purchases a new home, all information provided should be accurate and clear. 
  • Independence – Ensure customers are aware of the need to appoint independent legal advisors during the purchasing process.
  • Security – A critical point for consumers, the code ensures procedures are in place, such as financial arrangements to protect consumers. 
  • Service – Customer service is always prioritised. 
  • Inclusivity – Identifying vulnerable customers and ensuring appropriate support is provided at all times. 
  • Responsiveness – Ensuring customer issues are responded to within a reasonable timeframe, detailing clarity and accuracy in all communications. 

What happens next? 

Once a developer is registered, their details are passed to the New Homes Ombudsman Service, whereby the developer will have an account and an independent dashboard. From there, registered developers can help with any queries, issues and complaints, with effective management and transparent communications with all customers. The NHOS will communicate between both the developer and you as the customer with frequent updates as any grievances progress. 

Hive Homes and the New Homes Quality Board

As of early 2023, Hive Homes are proud to say they have joined the New Homes Quality Board, and we will be committed to all the values set out in the New Homes Quality Code. We can provide good, quality sustainable new-build homes, excellent customer service and honest, transparent communications throughout the entire process of your purchase. 

Contact us today and discover more about our offerings and partnerships. Alternatively, check out the new developments that we’re work on. The future of new-build homes is changing, and we’re hoping you choose Hive Homes in your pursuit of a wonderful new-build home.