The Approved Code Scheme is operated by the Chartered Trading Standards Institute

Consumer Code for New Homes (CCNH)


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Consumer Code for New Homes Ltd was founded in 2016 and was established to operate the Consumer Code for New Homes (CCNH). Consumer Code for New Homes Limited has been a Code Sponsor since 2017.

Compliance with the CCNH is mandatory for Developers, which are members of the Code. Developers are fully vetted before they are accepted as members, and then audited annually to ensure they remain in compliance with the Code.

The Code applies for newly registered plots, new developer registrations and additional project phases. The Code is supported by ten Warranty Bodies whose site surveying activities help to improve the quality of construction in housebuilding.

VISIT : The Consumer Code for New Homes (ext. website)


 CERTIFIED 

Approved Code of Practice

This is to certify that the published Consumer Code of Practice of the Consumer Code for New Homes was officially granted APPROVED CODE status in TBC. Since then, the relevant provisions, processes and procedures have been continuously monitored and regularly audited by the Chartered Trading Standards Institute (CTSI) - the representative body of the UK Trading Standards profession, since 1881, and one of the primary Government-endorsed consumer protection bodies in the United Kingdom - operating on behalf of the Approved Code Scheme (see Code Audit Record, below).

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Approved Code Registry :

Code Sector New Homes and Construction Warranties
Code of Practice Click here to view (pdf opens in new tab)
Year of Approval 2017
Members 2,520 
Last Audited March 2024
Code Audit Record CCNH Audit 2023 (pdf opens in new tab)


The CCNH Code of Practice


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The Consumer Code for New Homes (CCNH), approved by the Chartered Trading Standards Institute (CTSI), has been established to ensure that best practice is followed by registered Developers in respect of the marketing and selling of New Homes to consumers. The Code also sets expected standards for after sales customer care service. 

It has been established to be of maximum benefit to consumers and its ultimate aim is to provide a genuine commitment to consumers, to improving standards of construction and raise customer service standards in the New Homes market, recognising that part of that commitment is providing consumers with a voice and a clear complaints process when things simply don’t go according to plan when they buy a New Home. 

If you are planning to buy a new-build home, the Consumer Code for New Homes is here to support you. 

Read the CCNH Code of Practice (pdf)

Buying a new-build home is an exciting time. But as it is one of the largest investments you’re likely to make. The Consumer Code for New Homes sets higher levels of consumer protection above and beyond the law from the marketing stage through to two years post completion of sale. Protecting customers and demonstrating a commitment to a quality and consistent approach goes hand in hand with building quality New Homes.

The CCNH provides a clear consumer complaints process, underpinned by an Independent Dispute Resolution Scheme operated through CEDR Limited, for consumer complaints that arise and are made in writing to the Developer within two years of the date of Legal Completion. 

The CCNH also benefits second and subsequent Buyers of the New Home but only in respect of After-Sales matters reported to the Developer within two years of the date of the Legal Completion of the original New Home purchase. It is our opinion that the protection the Code gives to buyers of new homes is an effective way to provide additional consumer protection and raise standards in the new home sector.

The Code was reviewed and revised last year with Version 5 of the Code launched on 1 January 2024, working alongside Consumer Code for Homebuilders to provide enhanced protection for new home buyers. The external validation by the Consumer Code Approval Scheme is also important to demonstrate that Consumer Code for New Homes operates to the high standards set by Consumer Code Approval Scheme and is committed to raising standards in the new homes sector. 

The Consumer Code for New Homes sets higher levels of consumer protection above and beyond the law. The Code ensures that Buyers of New Homes: 

  • Are to be treated fairly by the Developer (and their Agent)
  • Are to understand the Developer’s legal status and identity as a company, so the Buyer understands who they have bought their New Home from
  • Are to be given clear and reliable information on which to make informed decisions about purchasing a New Home
  • Are to know what standards the Developer must deliver for the New Home
  • Are to know what service levels to expect from the Developer (and their Agent)
  • Are to receive clear advice about the main aspects of the New Home that the Buyer will need to maintain
  • Are to know how to access timely arrangements for resolving Disputes if they are dissatisfied
  • Who may be vulnerable to be identified and given suitable support to help them make decisions

The Code covers the New Home buying process to ensure that the selling activities the Developer engages in are of a consistently high standard. This includes: 

  • Pre-Contract: ensuring high standards of customer service, fair and clear documentation, clear and truthful advertising, training of staff and agents, adequate information provision, clear and fair arrangements for reservations
  • Contract Exchange: governing the Contract of Sale, requiring minimum standards for fair and transparent contracts, termination rights, accurate information about timings, and protecting deposits and prepayments
  • Legal Completion: setting minimum requirements for completion and quality of the New Home, and information provision
  • After Occupation Starts: providing minimum standards for handover and after sales processes, ensuring consumers' health and safety, and ensuring they have suitable information for maintaining and living in the New Home
  • Complaints and Disputes: giving consumers access to clear, speedy and free dispute resolution if things don't go according to plan and co-operating with professional advisers.

Developers selling new homes to consumers. Any Developer who wants to work with one of the ten Warranty Bodies who support CCNH on a residential new build development must join CCNH and register every unit with CCNH. When a Developer wants to work with one of CCNH’s Code Users on a new homes development, they are informed that they must sign up to the Code. Developers are required to sign a contract directly with CCNH.

Every Developer who joins Consumer Code for New Homes has to pass financial and fit and proper checks. They also have to:

  • Meet the Requirements and Guidance of the Consumer Code for New Homes
  • Sign a Code Member Agreement
  • Annually provide Member information to maintain their registration
  • Commit to meeting the Code requirements and adapt their systems and procedures accordingly
  • Publicise their commitment to the Code on their website and wherever they sell New Homes
  • Train all consumer-facing staff so that they fully understand the Code requirements.

They also have to:

  • Meet the Requirements and Guidance of the Consumer Code for New Homes
  • Sign a Code Member Agreement
  • Annually provide Member information to maintain their registration
  • Commit to meeting the Code requirements and adapt their systems and procedures accordingly
  • Publicise their commitment to the Code on their website and wherever they sell New Homes
  • Train all consumer-facing staff so that they fully understand the Code requirements.

Code compliance is very important to us. We audit our Code members to ensure they are complying with the Code. If a Developer (or their Agent) is found to be in serious breach of the Code, the Code can apply a range of sanctions, these include:

  • Removal of the Company from the Consumer Code for New Homes’ register and all Company Directors banned
  • Removal from the relevant Structural Warranty Bodies’ register
  • Exclusion from all registers run by other Structural Warranty Bodies that take part in the Code Scheme

If a Developer is removed from the Code, the Code Sponsor will also notify other Chartered Trading Standards Institute Approved Codes in the New Homes sector of Companies and Directors removed from Consumer Code for New Homes register and the reasons why.


Disputes and Complaints


As a consumer, if you ever enter into a dispute with a business that is a member of the Consumer Code for New Homes, the business must offer you Alternative Dispute Resolution (ADR). This is a simpler, cheaper and faster alternative to going to Court. And the adjudications of the independent ADR body are binding on the business (although you are still free to go to Court afterwards).

Offering customers ADR is a mandatory and non-negotiable requirement for membership of the Approved Code Scheme - ensuring that only the best, most customer-centric businesses remain in the scheme. It also acts as a powerful incentive for any member business to treat you with respect, courtesy and fairness, at all times.


CCNH's Alternative Dispute Resolution (ADR) : 

Independent ADR Body Centre for Effective Dispute Resolution (CEDR)
Website www.cedr.com
Phone number 020 7536 6000
NOTES  

Complain about a CCNH Member business

If you feel you have been mistreated by a business that is a member of the Approved Code Scheme, there are steps you can take. In the first instance, please reach out to them - explaining the nature of your complaint in clear and unambiguous language, and mentioning that you are aware of their membership of the Consumer Code for New Homes and the Approved Code Scheme. In most cases, this approach will ensure your complaint receives proper attention - and, ideally, a resolution will be forthcoming. If you are not happy with the result, they must offer you Alternative Dispute Resolution, or you can request it.

Only if this approach fails to bear fruit should you contact CCNH, or their nominated ADR body (see their contact details, above) - who will then do their best to help you resolve your dispute with the business.

CCNH's Advice :

The Code is underpinned by an Independent Dispute Resolution Scheme operated through CEDR Limited.

CEDR is approved by the Chartered Trading Standards Institute as the ‘competent authority’ acting on behalf of the Secretary of State for dealing with Disputes that are raised with the Developer from the Reservation date until two years after the date of Legal Completion. Buyers who think they have a Dispute because a Developer has failed to meet the Requirements may choose to refer it, free-of-charge, to the Consumer Code for New Homes Independent Dispute Resolution Scheme. The scheme is independent of the Developer and the Structural Warranty Bodies, and any matter referred to this scheme concerns Disputes under the Consumer Code for New Homes only. The adjudication will be independent and conducted by a trained Adjudicator.

Any buyer with a dispute with their Developer needs to contact Consumer Code for New Homes for advice and a IDRS referral notice. Find out more about the IDRS on the CCNH website.


Complain about the Consumer Code for New Homes

A Buyer must first complain to their Developer and give the Developer the opportunity to investigate and put things right. If the Buyer is not satisfied with the Developer’s final written response, the Buyer should contact the Consumer Code for New Homes.

If the Buyer refers the complaint to the Code, it will discuss the nature of the complaint with the Buyer and, if appropriate, give the Buyer information about the Independent Dispute Resolution Scheme. The Buyer can then decide if they want to refer their Complaint to the Independent Dispute Resolution Scheme

Alternatively, if you represent a business and would like to complain about the way that the Consumer Code for New Homes operates, as part of the Approved Code Scheme, please contact us at : ccab@tsi.org.uk.


Organisation Information


Code Sponsor Name Consumer Code for New Homes
Website www.consumercodefornewhomes.com
Contact Number 0333 900 1966
Email or Online Form admin@ccnh.co.uk
Contact Address 11 Milbanke Court, Milbanke Way, Bracknell, Berkshire, RG12 1RP

Corporate Details (from Companies House) :

Registered Name CONSUMER CODE FOR NEW HOMES LIMITED
Company Reg. No. 09924709
Established 2015
Reg. Address 11 Milbanke Court Milbanke Way, Bracknell, Berkshire, United Kingdom, RG12 1RP 

PLEASE NOTE : We recently changed the consumer-facing name of the scheme from the Consumer Codes Approval Scheme (CCAS) to the Approved Code Scheme. However, some of our publicity and contractual materials (produced before June 2024) may still include references to the original name. Until we have adapted everything, both names remain valid - and we apologise for any confusion.

The Approved Code Scheme, c/o CTSI, 1 Sylvan Court Sylvan Way, Southfields Business Park, Basildon, Essex, SS15 6TH

© 2024 Chartered Trading Standards Institute. All rights reserved; Company no. RC000879.

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