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ICW Consumer Code for New Homes

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ICW is a leading provider of structural warranties for new build homes. Underpinned by A-rated underwriting and delivered with a passion for customer service, their residential warranty business is now one of the UK’s largest and most respected, with tens of thousands of new homes currently on cover.

With offices in Belfast, London and the North East, ICW's team works nationwide to support residential developments. Their rigorous inspection process is conducted by a network of experienced surveyors, all holding professional qualifications from CIOB and CABE. This dedication to excellence extends to their ICW Consumer Code for New Homes. This fully certified code ensures fair treatment and accurate information for all new home buyers.

VISIT : ICW (ext. website)

 CERTIFIED 

Approved Code of Practice

This is to certify that the published Consumer Code of Practice of the ICW 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 2016
Members TBC
Last Audited December 2023
Code Audit Record ICW Audit 2023 (pdf opens in new tab)

More about the ICW Consumer Code for New Homes

VERIFY A COMPANY : As house builders frequently add new developments and projects, ICW Consumer Code for New Homes members aren't listed in the directory. However, your builder should tell you if they're part of the ICW Consumer Code for New Homes. You can confirm this by contacting ICW directly, if needed..

The ICW Code of Practice

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ICW’s commitment to supporting the development of high-quality new homes is at the heart of their business. 

The ICW Consumer Code for New Homes is a well-established and CTSI-approved scheme that provides protection for homebuyers through the purchase of their new home. 

The ICW Consumer Code not only ensures that a property covered by an ICW Warranty is constructed to the highest quality standard, but it also enables you, the home buyer, to be confident that you will always receive high levels of customer service.

Read the ICW Consumer Code (pdf)

Buying a new home is one of the largest financial commitments that many people will make and it is important that the right level of information is available to potential purchasers. In the new homes sector, it is essential for all parties to work together to ensure that there is consistent protection for homebuyers throughout the process. 

The ICW Consumer Code for New Homes has been in operation since 2016 and contains requirements that all builders and developers who purchase a new home warranty must comply with. ICW understand that things can occasionally go wrong, as construction is a very complicated and technical process. If you find yourself in the unfortunate position where you have an issue with your new home, you can contact ICW for information on where to seek redress. 

Every builder or developer who avails of an ICW structural warranty policy agrees to subscribe to and comply with the ICW Consumer Code for New Homes. The ICW Consumer Code for New Homes ensures that as the buyer of a new home, built by a member of the ICW directory of builders, you: 

  • Are aware of how you can access clear, relevant and accurate information on all aspects of your home buying process.
  • Are treated fairly by the builder/developer at all times.
  • Can be assured that your individual circumstance will not preclude you from receiving high levels of customer service.
  • Have access to reliable, accurate and timely information about the property, both before and after your purchase.
  • Can avail yourself of the Dispute Resolution Scheme, should you have need to seek a remedy
  • Are reassured that your builder/developer is not only a member of the Code, but adheres to its requirements.

ICW works with housebuilders and developers who construct new or newly converted homes. Every builder or developer who avails of an ICW structural warranty policy agrees to subscribe to and comply with the ICW Consumer Code for New Homes. 

All applications for ICW Warranty cover are reviewed by their experienced account executives and underwriting team. ICW undertake their ‘know your customer’ checks to establish the credentials of each applicant. There are standard acceptance measures to satisfy ICW’s criteria. The underwriting team seek to establish the applicant’s integrity and competence as a builder by validating them via various sources and financial creditworthiness is also an important part of the application process. 

For each new application, the process of financial due diligence is repeated. The Smart Search system used by ICW provides regular updates highlighting any issues or changes in risk status throughout the relationship with the builder or developer. 

ICW works with builders and developers to ensure that they understand the ICW Consumer Code and their obligations, offering training and support to assist them with the process. In the rare occurrence that a builder or developer is in breach, the ICW Consumer Code for New Homes provides for a Disciplinary and Sanctions Panel to be convened if necessary. The panel consists of two insurance professionals, a Trading Standards professional, a construction industry professional, and a qualified Surveyor or Engineer (e.g. RICS).

The Disciplinary and Sanctions Panel is empowered to consider any allegations of a breach of the ICW Consumer Code. Any non-compliant business faces a range of sanctions including a requirement to retrain, a formal warning or a refusal by ICW to issue the final Insurance certificate. Ultimately suspension, termination, legal action against the builder for breach of the ICW Consumer Code and notifying other relevant warranty providers.

Disputes and Complaints

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As a consumer, if you ever enter into a dispute with a business that is a member of ICW, 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.

ICW's Alternative Dispute Resolution (ADR) : 

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

Complain about an ICW 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 ICW 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 ICW, 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.

ICW's Advice :

The ICW Dispute Resolution Scheme is the process by which any disputes will be resolved. A dispute can occur if the builder/developer has failed to comply with the requirements of the ICW Consumer Code for New Homes. Customers must first complain in writing to the builder/developer as per their complaints process.

If they are not satisfied with the response, customers may then refer the complaint to ICW for review (within a set timeframe).  As part of the review, ICW will advise the customer of their next steps in the process to resolve their dispute including escalation to independent adjudication, provided by CEDR.

Further information for homeowners can be found on the ICW website.

Complain about ICW

ICW values the opportunity to investigate any concerns that their member builders or developers many have about aspect of the service provided and are committed to handling all complaints fairly, thoroughly and promptly. Any builder or developer who has an enquiry or complaint should, in the first instance, contact ICW at the email address info@i-c-w.co.uk or telephone number 0289 0992 303.

If the complainant remains dissatisfied after the complaint has been considered, or a if a final decision has not been received within eight (8) weeks, they may be eligible to refer the complaint to the Financial Ombudsman Service, further details and contact details can be found on the ICW Residential Warranty policy booklet.

Organisation Information

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Corporate Details (from Companies House) :

Registered Name ICW INSURANCE SERVICES LTD.
Company Reg. No. 10985073
Established 2017
Reg. Address 5th Floor, Minories House, 2-5 Minories, London, United Kingdom, EC3N 1BJ. 

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.

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