Getting five key elements of customer service right first time

Whatever the root cause of a complaint, there are usually common factors which contribute to, or exacerbate the issue and which can quickly escalate. We’ve outlined some top tips that apply to customer service in general, to help you deliver a great customer experience and reduce the likelihood of complaints.

Provide the right information at the right time

The Code provides a checklist to help you give buyers the information needed to enable them make an informed decision – including a copy of the Consumer Code Scheme and Home Warranty policy. You can also download the Code’s sample Reservation Agreement which includes a checklist to prompt you to provide relevant information.

Remember: The Fifth Edition of the Code, which applies to properties reserved from 1 January 2024, has expanded the range of information required at pre-contract stage. Check the latest Fifth Edition Consumer Code Scheme with Builder Guidance for details – it is your responsibility to ensure you (and any agents you may use) are complying with the latest requirements.

Keep buyers informed throughout the process

Avoid surprises. If there are changes to the specification, timeframe, landscaping, shared spaces or any other aspects of the build, let your buyers know.

Even if changes relate to elements that may only have been indicative at registration stage, it’s still good practice to share details as they are confirmed.

Remember: You must inform and seek agreement from buyers of any major change to the property which directly or materially affects the home’s value or appearance. A buyer can terminate the contract of sale if they don’t agree to a major change.

Keep an audit trail

Keep a record of conversations with homebuyers, including details of any concernsraised and how they were resolved, and share with your buyers. Following up discussions in writing reduces the risk of misunderstandings. Encourage buyers to ask questions and seek clarification of anything they are unsure of.

Remember: Both buyers and builders will need to provide evidence should a dispute be raised via the Code’s Independent Dispute Resolution Scheme (IDRS).

Make your after sales service accessible

Make sure your after sales service is accessible and that responses are timely. Set out timescales by when any issues will be remedied and then comply with them. Where an issue takes longer to fix, keep the home buyer informed and where appropriate, consider whether there is a suitable alternative remedy.

Remember: Code guidance states that most issues should be addressed within 30 days. Where this isn’t possible, provide regular updates, at least monthly, until the issue is resolved.

Don’t ignore the IDRS

Do not ignore an application form from CEDR – the IDRS administrators. There are strict timeframes for response which must be adhered to. Failure to engage with the IDRS could be a breach of the Code and of the Rules of Registration with your warranty provider for which they could take for which they could apply sanctions – including, in the most serious of cases, removing you from their register.

Remember: Adjudicators can continue to reach decisions just on the evidence provided by buyers, without receiving any defence or evidence from you. Once the decision is accepted by the home buyer, under the Rules of the Code and your home warranty body, you are required to comply with it.

We’ve summarised these tips in our latest factsheet – view and download the full Right First Time series in our Resources section.