New Guidance Pack Gives Home Buyers the Power to Resolve Complaints and Disputes
11 APRIL 2025 : Approved Code Scheme.
A new guidance pack from the Consumer Code for Home Builders (CCHB) gives home buyers in the UK the tools they need to tackle complaints and disputes with confidence. Whether it’s a delay, poor build quality, or misleading information, this guidance pack helps buyers navigate the often-stressful process of holding builders accountable.
CCHB sets clear standards for builders using strict codes of practice, ensuring fair treatment for customers from start to finish. These Codes of Practice are maintained by the Approved Code Scheme, which adds an extra layer of trust and guarantees that buyers will receive transparent, fair resolutions if things go wrong. With complaints one of the most common Code breaches, CCHB also published a guide to effective complaint handling, the latest in the ‘Right First Time’ series – to help builders respond well to queries and complaints.
Noel Hunter, Chair of the Board at CCHB said: “Most people don’t go into a purchase expecting to need to raise a complaint, which can often mean they don’t have evidence to support a claim if they end up in that situation. This guide makes the process of raising a complaint or dispute easier to navigate, while proactively encouraging consumers to retain important information throughout their purchase in case they need to complain. Alongside this guide, we’ve published complaints handling tips for builders to help them get it right first time and provide a better customer service.”
Lesley Compton, Head of Resolution Services at CTSI, said: “We are pleased to see the hard work our Code Sponsor, CCHB, has put in to creating sources of support for both consumers and businesses. This work exemplifies their commitment to their Code and their wider work in the housing sector. Their efforts are to be commended.”
The guidance pack offers easy-to-follow steps for resolving issues and gives home buyers peace of mind knowing they have the support they need. This initiative is a significant step toward improving trust and fairness in the housing market, ensuring that home buyers have the support and information they need when things go wrong.
Who are the Consumer Code for Home Builders?
The Consumer Code for Home Builders (CCHB) operates a Code or Practice that has been officially - and repeatedly - approved by the Chartered Trading Standards Institute.The CCHB exists to make the home-buying process fairer and more transparent for home buyers. Their Code sets mandatory requirements that home builders must meet when they market and sell new homes and in their after-sales customer service. To find out more about the CCHB, please visit their Code Sponsor Profile (in the Approved Code Directory) or visit their website.
