Carol Brady

A number of new housing sites across Derbyshire and East Anglia are to be independently assessed to ensure they are meeting high standards of customer service.

The sites being targeted have all signed up to the Consumer Code for Home Builders. Independent auditors, Quincetree Ltd, will monitor compliance with The Code’s customer service standards as part of ongoing efforts to maintain and improve service quality across the home building industry.

The Consumer Code for Home Builders (CCHB) is the leading provider of service standards for the new homes market, covering over 90% of homes built in the UK. Home builders covered by the main warranty bodies, NHBC, Premier Guarantee and LABC Warranty, must comply with the Code’s customer service requirements. Compliance monitoring allows the CCHB to encourage continuous improvement in standards, rather than focusing solely on handling complaints if things go wrong.

Compliance visits were piloted initially in the North East. The auditors identified much good practice in terms of consumer relations, but found some sites needed to improve their understanding of warranty cover in order to explain it fully to new home buyers. The compliance visits are now being rolled out across the country, starting in Derbyshire and East Anglia.

Noel Hunter, Chairman of the CCHB, said: “Monitoring compliance with the Code is an essential part of the CCHB’s role. Our external auditors bring the experience needed to deliver robust and knowledgeable assessments of our members. Early assessments have shown evidence of good practice in many areas, but the reviews have also identified where there are gaps in service quality that need addressing.”

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