Consumer Code Enquiry Team in the spotlight

In 2019, the Consumer Code for Home Builders set up a telephone enquiry line to help consumers and other interested parties find out more about the Code and the support it provides. This helpline and email enquiry service is provided by the Chartered Trading Standards Institute’s (CTSI) award-winning Customer Contact Centre.

We caught up with Centre Manager, Chris Bell, and Code enquiry team representative Patrick Ferreira to find out more about how the contact centre works.

Can you tell us more about the CTSI contact centre?
The CTSI contact centre was set up about 20 years ago. We work with organisations such as the Consumer Code for Home Builders to support consumers and help them access information and services. Our team is fully trained in call and complaint handling, and we regularly conduct quality checks to make sure we’re delivering high standards of support.

How do you support people calling in with queries about the Consumer Code for Home Builders?
We help people who are experiencing problems with their new build home and are not sure where to turn to or what support is available. We start by understanding their main query so we can provide guidance on their next steps and the support available to them. This can include pointing them to relevant parts of the Code that may be applicable to their circumstances or signposting them to the Independent Dispute Resolution Scheme to raise a claim.

We also support builders who want to know more about how to comply with the Code, as well as other professions involved in the new home purchase process who want to understand how the Code affects them.

How many enquiries do you typically receive and do they come mainly through phone or email?
Typically we receive up to 200 contacts each month, which last month was split 60% phone and 40% email. Although this split can vary, we find many people like to pick up the phone – it means they get an immediate response, and it can be easier for some people to explain complex issues over the phone.

What are the most common topics or types of support requests you receive?
The most frequent area of concern for consumers is a builder’s after sales service. Many people feel their builder’s complaints process is not adequate despite clear requirements and guidance being set out in the Code. Some builders do offer a good complaints process but are less good at providing clear information or regular updates on the issues they are looking into and the progress being made. This can leave home buyers in limbo, leading to disputes.

What do you feel is most important in providing a good quality enquiry service for consumers?
Listening and empathy are essential skills for our team. We give people time to explain their concerns and ensure they feel heard, recognising the huge role homes play in people’s lives. Asking appropriate questions helps us identify specifics and understand what the caller may have already tried. Once we know the full details, we can give customers the best advice for their situation. If we don’t know the answer, we’ll say so and go back to them – we speak regularly to the Code’s secretariat to seek clarity where we need to.

We also make sure callers understand the information they have been given so they are able to act on it. This is especially important for consumers who may be vulnerable due to illness, medical conditions or personal circumstances. Essentially, we start by understanding the query, providing guidance and signposting, helping callers understand the next step and empowering them to take the appropriate action.

Based on what you hear from consumers, is there anything you feel home builders should be aware of that might make it easier for consumers to resolve issues or get help more quickly?
We feel builders would benefit from being more transparent with home buyers – though this is true of most sectors. From the complaints we receive, it appears companies can often appear defensive and make excuses instead of explaining why something has happened or not happened, which can exacerbate an already tense situation.

Recognising the need to tailor their approach for different consumers is also important. In line with Code requirements and guidance, we’d encourage builders to provide a clear explanation of their process, the support they provide for vulnerable consumers and what they can do to help, even if don’t they agree with the complaint. Giving customers peace of mind there is a process which they can follow will help them know where they stand. This can help builders move from an OK to an excellent service and make it easier to navigate challenging situations.

Do you have any tips for consumers to help them get the most from their enquiry?
The Consumer Code website is a great resource, with lots of useful information that can help you understand what to expect and what support is available.

Before calling the contact centre, it really helps if you find out who your home warranty provider is which should be written on your reservation agreement. If you’re not sure, call us and we’ll talk you through how to find it.

The other thing worth thinking about is the origin of your complaint. By the time people contact us, they have often added other things based on how they have been treated or lack of communication, but it’s useful to be able to pinpoint the original source of the first complaint.

Our goal is to support anyone who calls us in the best way we can, so if you’re unsure of these details, get in touch and we’ll do our best to help regardless.

To contact the enquiry team, please call Monday to Friday between 10am to 4pm on: 0345 608 9797 or email enquiries@consumercode.co.uk.