Complaints developers

New-build consumer code launching this week raises bar for developers

From tomorrow, the Consumer Code for New Homes (CCNH) is being launched to ensure developers treat buyers fairly – and it applies to estate agents, too.

From tomorrow, all new-build property developers registered with the Code will be subject to mandatory requirements, and a breach will lead to a range of sanctions.

It was set up after a review found that low customer satisfaction levels had been underpinned by a lack of customer protection, and sometimes the approach of housebuilders.

The new Code aims to protect buyers of new-builds, providing a complaints process supported by an independent dispute resolution team, to ensure buyers are treated fairly by the developer.

Developers who are found to be in breach of the Code could be forced to pay up to £50,000 in compensation for disputes.

Agents beware

Although it is the developers who sign up to the code, estate agents acting on their behalf could also be held responsible if things go wrong.

A CCNH spokesperson said: “The Property Ombudsman has Chartered Trading Standards Institute Code (CTSI) approval for sales agents plus the Estate Agents Act provides a legislative framework for those engaging in estate agency work. We would look at each case and work with The Property Ombudsman to agree the best way to proceed.”

So far, 51 developers have signed up to the scheme, which is approved by the CTSI. Becoming a member provides benefits to both the developer and its customers, as it demonstrates a developer’s commitment to providing consumer protection.

The CCNH website says that signing up is a selling point for developers, “since you are a member of an industry-led, consumer-focused Code for selling new homes, which demonstrates a consistent and high-quality approach”.

Sarah Langley, managing director of CCNH, said: “We are thrilled to receive approval from the Chartered Trading Standards Institute. This external accreditation recognises the additional consumer protection measures within the Consumer Code for New Homes framework and our genuine desire to raise standards in the new-build sector.

“We look forward to celebrating its formal launch this week.”

Self-certified Sophisticated Investor

Please read

I declare that I am a self-certified sophisticated investor for the purposes of the restriction on promotion of non-mainstream pooled investments. I understand that this means:

I am a self-certified sophisticated investor because at least one of the following applies:

I accept that the investments to which the promotions will relate may expose me to a significant risk of losing all of the money or other property invested. I am aware that it is open to me seek advice from someone who specialises in advising on non-mainstream pooled investments.

High Net Worth Investor

Please read

I make this statement so that I can receive promotional communications which are exempt from the restriction on promotion of non-mainstream pooled investments. The exemption relates to certified high net worth investors and I declare that I qualify as such because at least one of the following applies to me:


Sign up for first access to new developments and exclusive property investment opportunities.

We send limited and targeted emails on new launches and exclusive deals which best fit your areas. We are trusted by over 30,000 active buyers as their source for new stock.

  • New property developments
  • Professional market reports
  • Property deal alerts
  • Development updates
Manchester property investment


Receive trending news straight to your inbox and stay up to date on all of the property market trends and advice.

Established since 2005 we are a leading voice of authority and commentary on the UK property market. Our news is trusted by Apple News & Google News.

  • UK housing market
  • Mortgage & money
  • Buy-to-let landlords
  • Guides & advice

Talk to us

Speak to our UK property experts today:


+44 (0) 333 123 0320

Open from 9am-6pm GMT


+852 6699 9008

Open from 9am-6pm HKT