Board Spotlight: Craig Ross, Chartered Insurer and Associate Director of MD Group

For our latest Code Board Spotlight, we caught up with Craig Ross, Chartered Insurer and Associate Director of MD Group (which includes LABC Warranty and Premier Guarantee).

Tell us about your background. How did you find yourself working in the home building industry?

Having graduated in law I worked for insurers dealing with property claims. This led to a role at Premier Guarantee handling claims and disputes between home builders and new home buyers. Since then, I have worked directly with home builders and home buyers across various areas of the business from claims, customer experience, product development and marketing. This has given me a good understanding of how builders operate and what they want, as well as understanding the needs of people buying a new build home.

Your organisation has supported the Code from the start. What do you consider to be the role for warranty providers when it comes to consumer protection? 

Reputable warranty providers play a crucial role in consumer protection that dovetails well with the protection provided by the Consumer Code for Home Builders. Our role during construction is to ensure that the build process meets our standards, reducing the possibility of issues after buyers move in. In turn, our insurance cover provides financial security and peace of mind on what is most likely to be the biggest purchase people make, meaning that if defects do occur home buyers are not left with unexpected costs.

How does the Code add value for the industry? Why is a code of practice important?

The Consumer Code for Home Builders adds value to the industry through setting clear standards for quality, transparency and customer service. The vast majority of home builders want to provide excellent service and the Code helps them do this whilst also reassuring potential buyers that this will be the case.

What do you feel are the biggest challenges facing the home building industry?

The government has set ambitious targets for new homes to be built, which will be welcomed by many home builders, but maintaining quality and sourcing suitably qualified staff to get close to these targets will not be easy.

At the same time there is increased pressure to deliver more energy efficient homes, which will require home builders to embrace new technologies and build techniques. This will require new skills and an appreciation for how this impacts home buyers who may not be used to these technologies. 

What improvements would you most like to see within the industry in the next five years that would benefit home buyers?

Beyond the continued improvement of customer service and transparency through the buying process I would like to see the adoption of technology to make the buying process slicker and more exciting for new buyers. Buying a new home is a major investment, yet the experience of the buying process can be less fulfilling compared to other industries, which could be addressed with better use of digital tools.

Finally, what does a perfect start and end to the day look like for you?

The perfect start to a day for me is an early morning dog walk followed by a decent cup of coffee. Switching off after a busy working day is always helped by some exercise, whether this be a walk, run or gym session.