Consumer Specialist joins Board of Consumer Code for Home Builders

Posted 08/02/24

The Consumer Code for Home Builders, which provides protection for buyers of new-build homes, has appointed Claire Whyley to its Board of Directors.

Claire is a highly experienced consumer research and policy professional, specialising in consumer needs, decision-making and outcomes across a wide range of markets. She brings particular expertise in outcomes-focussed regulation and consumer vulnerability, and is a member of the Competition and Markets Authority Panel.

The Consumer Code for Home Builders sets requirements that builders* must meet in the marketing, selling and after sales service associated with new-build homes. The Code also provides an Independent Dispute Resolution Scheme giving consumers free access to redress should they need it, as well as compliance monitoring and sanctions to help improve customer service standards across the industry.

Claire’s appointment follows an independent review of the Code which recommended that consumer representation on the Code’s Board be strengthened to tip the overall balance in favour of home buyers. She joins fellow board members, who represent the building industry and consumer groups, in driving forward continuous improvement in customer protection and service in the home building industry.

Noel Hunter OBE, Code Chair, said: “Claire’s appointment comes at a crucial time for the Code, as we implement our revised edition to strengthen consumer protection and look to extend awareness of the protection available to home buyers. Claire’s extensive experience in consumer policy and regulation will be a huge asset to our team.”

Claire Whyley said: “I’m delighted to be joining the Consumer Code for Home Builders. Buying a home is complex – and likely to be the most significant purchase any of us will make. Although new-build homes bring significant benefits, there can be greater challenges too, particularly when buying in the early stage of a development. The Code has a vital role to play in making those transactions as transparent, fair, and accessible as possible and I look forward to bringing my experience to bear on our approach.”

The Code’s Board is responsible for operating the Consumer Code Scheme which is supported by the four main UK warranty bodies, NHBC, LABC Warranty, Checkmate, and Premier Guarantee. The Board is supported by a broad industry and consumer Advisory Forum. The Board includes representatives from the supporting warranty bodies, Citizens Advice and CTSI, and is independently chaired by Noel Hunter OBE.

*Builders operating under one of the Code’s supporting warranty bodies must comply with the Consumer Code for Home Builders unless they have opted to join a different code scheme.

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Photo caption: Consumer specialist, Claire Whyley, appointed to the Board of the Consumer Code for Home Builders.

For further information, please contact:

Code Communications Team

[email protected]

Notes to Editors

Further information about Claire Whyley

Claire brings extensive sector expertise including financial and payment services, energy, water, retail, aviation, road and rail and advertising. Claire is a member of the Competition & Markets Authority Panel, the Financial Conduct Authority and Payment Systems Regulator Competition Decisions Committee, Pay.UK’s End User Advisory Council, the Finance & Leasing Association Lending Code Board, the Board of the Private Healthcare Information Network and SSE’s Strategic Stakeholder Panel.

Previous non-executive roles include membership of the Financial Standards Authority Consumer Panel, the Heathrow Consumer Challenge Board and Deputy Chair (South) of SGN’s Consumer Engagement Board. She was also Senior Fellow at the Personal Finance Research Centre, Head of Research and Policy at the Welsh Consumer Council and Deputy Director of Policy/Head of Consumer Futures at the National Consumer Council. 

About the Consumer Code for Home Builders

The Consumer Code for Home Builders is designed to make the process of buying a new build home fairer and more transparent. It sets a series of requirements builders must meet in the marketing and selling of homes, and provides a fully independent redress scheme should things go wrong.

The longest standing Code in the marketplace, the Code is supported by the four main UK warranty providers, NHBC, LABC Warranty, Premier Guarantee and Checkmate. All home builders operating under these warranties must comply with the Code’s Requirements unless they have activated membership with an alternative code.

The Code is approved by the Chartered Trading Standards Institute and provides an Independent Dispute Resolution Scheme, delivered on its behalf by the Centre for Effective Dispute Resolution.

The Code has been revised and updated following an independent review, involving widespread engagement with the home building industry, consumer groups and other stakeholders.

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