The Consumer Code for New Homes (CCNH) has been established to protect homebuyers by ensuring best practices are followed throughout the marketing, sale, purchase, and after-sales care of new-build properties. The Code sets mandatory standards for all registered developers and offers a clear framework for dispute resolution if problems arise.
What the Code Covers
The Consumer Code for New Homes focuses on maintaining a consistently high standard of service throughout the buyer journey. This includes:
1. Pre-Purchase Stage
- Fair and honest marketing
- Clear documentation
- Transparent information on the property
2. Contract Exchange Stage
- Minimum standards for contracts
- Clear timelines for completion
- Deposit protection
3. Handover & After-Sales
- Safety and maintenance information
- Smooth handover procedures
- Defined customer service expectations
4. Complaints & Disputes
- Access to an independent, low-cost dispute resolution process
- Protection for buyers if issues arise after purchase
Why the Code Matters
The Code is designed to give buyers of new homes the confidence and support they need throughout the process. It ensures that buyers:
- Are treated fairly by the developer and their agents
- Have confidence in the developer’s legal standing
- Receive accurate, reliable, and timely information
- Understand the expected build quality and service standards
- Know how to maintain their home and what to do if issues arise
- Can access fair dispute resolution services if needed
- Are supported appropriately if they’re in a vulnerable position
How the Code Is Managed
The Consumer Code for New Homes is managed by Consumer Code for New Homes Ltd and operates as a Chartered Trading Standards Institute (CTSI) Approved Code. Developers working with supported warranty providers (like Protek) must become Code Members if they’re selling properties on the open market.
Disputes are handled independently by the Centre for Effective Dispute Resolution (CEDR), offering buyers peace of mind through a trusted ADR (Alternative Dispute Resolution) provider.
Frequently Asked: NHQB vs CCNH
At this stage, Protek does not require developers to register with the New Homes Quality Board (NHQB). NHQB is not a mandatory code and operates alongside other approved consumer codes. Protek is a proud Code User of CCNH, which has been fully approved and operating since 2015.
Costs to Developers
There are no registration or annual renewal fees for developers with no active sites. The only applicable charges are:
- £10 + VAT per plot fee at the time of registration
- £600 per case if a consumer lodges a complaint with the ADR service
- No fee for ongoing membership renewals
Supporting Small & Medium-Sized Developers
The Code is especially geared towards supporting SME developers, offering free guidance and assistance on Code matters, complaints handling, and customer service — helping you deliver a better experience with confidence.
For more information, visit:
www.consumercodefornewhomes.com
