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Consumer Code for Home Builders secures approval from the Chartered Trading Standards Institute

Posted 11/12/18

The Consumer Code for Home Builders, which sets customer service standards for the marketing, purchase and sale of new homes, has been approved by the Chartered Trading Standards Institute (CTSI), after completing the CTSI Consumer Codes Approval Scheme (CCAS) process. This is one of the largest industries ever covered by a CTSI approved Code, and has undergone particularly robust scrutiny as a result.

The CCHB is the leading provider of service standards for the new homes market, covering over 90% of homes built in the UK. Home builders covered by the main warranty bodies, NHBC, Premier Guarantee and LABC Warranty, must comply with the Code’s requirements, which are designed to make the home buying process fair and transparent. Being a CTSI code sponsor gives home buyers added confidence that the Code is robust and meets the high expectations set by CTSI.

CCHB Chairman, Noel Hunter, said: “Securing independent approval from CTSI endorses the work done by the Consumer Code to date to drive up customer service standards in the home building industry and provide the tools and training housebuilders need to offer the best service to their customers.

“The detailed inspection completed by CTSI offers considerable assurance that the Consumer Code is sound, both to home buyers looking for support, and to builders and their agents seeking to improve standards.”

In order to secure CTSI approval, the Code was independently examined by experienced auditors who were looking for evidence that the Code could influence and raise standards across its membership; monitor compliance and have appropriate measures to respond where non-compliance is found; that there was access to an independent dispute resolution scheme for any complaints raised with a member that isn’t resolved; and that the Code can keep pace with changing market and industry practices and expectations. The auditors’ findings also confirm that the Management Board of the Code is committed to raising the awareness among consumers to the protections the Code provides.

CTSI Head of Client and Commissioning Sue Steward said: “Buying a new home can be a stressful experience. The Consumer Code for Home Builders provides essential reassurance for new home buyers that their rights are protected and that they can seek redress should a home builder fail to meet the pre-sales, purchase and after-sales requirements set out in the Code. Through our assessment, the Consumer Code has demonstrated good governance and fair practices, and we are confident in the Code’s approach to supporting consumers.

“I’d like to welcome the Consumer Code for Home Builders to our Consumer Codes Scheme, and look forward to working with them for years to come.” Sue added.


Photo caption: CTSI Executive Director, Leon Livermore (right) presents Noel Hunter, CCHB Chairman, with the CTSI Certificate of Approval

For further information, please contact:

Carol Brady, Code Secretariat:

E: [email protected]

T: 07812 151978


Notes to editors:

The Consumer Code for Home Builders (“the Code”) was established in 2010 in partnership with the leading home warranty providers, the Home Builders’ Federation and consumer rights organisations.

The Code sets mandatory Requirements that all Home Builders registered with the supporting Home Warranty Bodies, (which cover 90% of the new homes market) must meet in their marketing and selling of new Homes and their after-sales customer service. The Code also provides access to an Independent Dispute Resolution Scheme, provided by the Centre for Effective Dispute Resolution (www.cedr.com).

For further information, visit www.consumercode.co.uk

Chartered Trading Standards Institute (CTSI)

The Chartered Trading Standards Institute (CTSI) is a training and membership organisation that has represented the interests of the trading standards profession since 1881, both nationally and internationally. It aims to raise the profile of the profession while working towards a safer, fairer, and better-informed society for consumers and businesses. CTSI’s members deliver frontline trading standards services in local authorities. www.tradingstandards.uk.

© 2024 Chartered Trading Standards Institute. All rights reserved.

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