The Consumer Code for Home Builders has put together a series of factsheets for developers to help improve customer service and encourage best practice.

The code, which covers 95% of the new-build market, runs an independent dispute resolution scheme. The factsheets share learnings from recent adjudications, to help reduce future breaches of the code.

Most recent complaints have related to four areas:

  1. sales and advertising – material and activity must be clear and truthful (section 1.5 of the Code)
  2. pre-purchase information – home buyers must be given enough information to help them make informed purchasing decisions (section 2.1)
  3. after-sales – the home builder must provide the buyer with an accessible after-sale service (section 4.1)
  4. complaints handling – the home builder must have a system and procedures for receiving, handling and resolving buyers’ service calls and complaints (section 5.1).

The dode recently celebrated its 10-year anniversary, and has published an infographic of key achievements in home-building.