Consumer Code Site Audits
Our site audit programme helps builders identify what they’re doing well in terms of customer service and Code compliance, and where the gaps are. This video sets out some of the main learnings from the latest audits.
These include:
- Displaying the Code logo in your offices, brochures and on your website
- Refreshing your training annually
- You can also request a ‘Train the Trainer’ by emailing secretariat@consumercode.co.uk
- Understanding consumer vulnerability. The CTSI’s Business Companion site offers further guidance on this here: https://www.businesscompanion.info/sites/default/files/Consumer_Vulnerability.pdf
- Keeping your agents up to date on Code requirements
- Providing all the information required by the Code at this stage
- Ensuring your Reservation Agreements include all the relevant information set out in the Code
- Telling buyers about any fee, commission or any other reward or advantage you may receive for introducing a professional adviser.
- Offering pre-completion inspections must be offered to buyers
- Informing buyers about incomplete works such as landscaping, roads or utilities.
- Making sure you have a complaints procedure and stick to it.
Want to boost your compliance and customer service?
Read our full ‘lessons learned from site audits’ guide and download our suite of ‘Right First Time’ factsheets which include:
- Five key elements of customer service
- Clear and truthful sales and advertising material
- Supporting vulnerable customers
- Handling customer complaint
Visit consumercode.co.uk/resources/#home-builders for more free resources to help you comply with the Code and offer great customer service.
