Consumer Code for Home Builders Independent Dispute Resolution Scheme

CCHBIDRS

Consumer Code for Home Builders Independent Dispute Resolution Scheme

The Consumer Code for Homebuilders was developed by the home-building industry to make the home buying process fairer and more transparent for purchasers.

Cost

£0

Duration

Up to 90 days

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What does the code do?

The Consumer Code for Home Builders (“the Code”), applies to all Home Builders registered with the UK’s main new Home Warranty Bodies: NHBC; Premier Guarantee; LABC Warranty and Checkmate and consists of a number of Requirements and principles that Home Builders must meet in their marketing and selling of Homes and their after-sales customer service. The Fifth edition of the Code is now available and effective from 1 January 2024.

To commence your complaint with CEDR, please contact the Home Warranty body directly to obtain a Reference Number. They may also provide you with a copy of the Application Form for you to complete and return to CEDR. If you want to know more about how the process works, please visit our Help & Guides page.

Why this scheme may not be suitable?

If you have reserved a new home from an active home builder/developer on or after their registration start date with the New Homes Quality Board, then your new home is covered by the New Homes Quality Code (the Code). This means that the home builder/developer has agreed to comply with the requirements and principles of the Code and you can raise any issues around the quality and customer service you have received with the New Homes Ombudsman Service. For an active list of developers and home builders, you can access this via the New Homes Quality Board.

Please note that if you reserved your home on or after the date the home builder/developer registered with the New Homes Quality Board, you will need to refer your dispute with the New Homes Ombudsman Service.

The steps you must take before submitting a complaint

Contact the Home Warranty Body

You need to request a Reference Number from the Home Warranty Body who may also provide you with an Application Form. You must then complete the Application Form and send it to us with your supporting documents. We will do an initial assessment and then send the Application Form and supporting documents to the Home Builder to review and respond to your claim. They have 15 working days to provide this response.

Proposed Decision

We send you the Home Builder's response and give you 5 working days to make any comments on their response. The complete case file is then sent to an Independent Adjudicator will prepare a written report known as the Proposed Decision and both you and the Home Builder will have 10 working days to provide further comment on this.

Accept or reject the Final Decision

The Independent Adjudicator will usually issue the Final Decision within 5 working days of receipt of any comments on the Proposed Decision. You then have a period of six weeks to decide whether you wish to accept or reject the Adjudicator's Decision. You must tell us what you decide. Please note that once the Final Decision is issued, it is not subject to any appeal or further review.

Are you a business?

CEDR can provide dispute resolution services for businesses in most sectors.

Fast, and cost effective solutions
Provided at a sustainable cost

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CEDR is approved by Government under the Alternative Dispute Resolution for Consumer Disputes (Compentent Authorities and Information) Regulations 2015.