CCHB appoints new independent site auditors

Following an open tender process, we have appointed the Chartered Trading Standards Institute (CTSI) as the new site auditors for the Code from April 2023.

Site audits are a crucial part of our work to strengthen Code compliance. These audits give developers an independent insight into what they are doing well as well as where they need to improve to comply with the Code and offer good quality customer service to home buyers.

A proportion of sites will continue to be selected for audit each year, with the sessions taking place either remotely or via face to face meetings at site sales offices. CTSI auditors will review sales materials such as websites and brochures in advance to gain a good understanding of the likely early consumer experience.

Code Chairman, Noel Hunter, said: “CTSI is an ideal partner for our site audit regime. The organisation is already responsible for approving, auditing and monitoring 46 Alternative Dispute Resolution schemes in unregulated sectors, and handles complaints from consumers about ADR schemes and other issues, giving the team a unique insight into some of the more complex issues that can arise when consumers are not treated fairly. Our site audits are pre-planned and designed to support compliance rather than catch people out. CTSI’s extensive experience in consumer protection and dispute resolution will provide invaluable insight to help developers improve and enable the Code’s Management Board to share those learnings more widely.”

CTSI will work with our team to ensure the auditing and monitoring undertaken complements existing controls already in place – such as reviewing member complaints, self-assessment and monitoring undertaken by warranty providers. The new team will work alongside existing auditors, Quincetree Ltd, to ensure a smooth handover.