The Consumer Code for New Homes

At Lancet Homes, we are committed to delivering a quality service, throughout the whole homebuying process and beyond. We do this by following the Consumer Code for Home Builders as well as with our own Customer Charter.

The Consumer Code for Home Builders (the Code) is designed to make the process of buying a new-build home fairer and more transparent for customers, while supporting the industry in improving build quality and customer service standards.

The Code sets out mandatory requirements that home builders must follow when marketing and selling new homes, as well as in providing after-sales service. Established in 2010, it applies to most homes* covered by the UK’s leading home warranty providers, including NHBC, Premier Guarantee, LABC Warranty.

The Code includes:

• An Independent Dispute Resolution Scheme
• An independently audited compliance framework
• The authority to impose sanctions where builders fail to meet the Code’s requirements
• An informative website and a government-approved contact centre to support consumers

The Code offers added protection to home buyers from the point of reservation through to two years after legal completion.

What is the purpose of the Code?

The Code protects the rights of purchasers buying new homes. It ensures that buyers are treated fairly and provided with clear, accurate information both before and after signing their contract.

Developed and led by the home-building industry, the Code of Conduct was created to make the home-buying process more transparent and equitable for customers.

The Code aims to ensure that all new home buyers:

• Are treated fairly
• Understand the level of service they should expect
• Receive reliable information about their purchase and consumer rights before and after moving in
• Know how to access a free and efficient dispute resolution service if they need to raise a complaint about a breach of the Code

The Code promotes best practice among home builders, helping to maintain consistently high standards of information, customer care, and service. It builds on the progress the industry has already made in improving customer satisfaction in recent years.

At Lancet Homes, we are committed to delivering a quality service, throughout the whole homebuying process and beyond. We do this by following the Consumer Code for Home Builders as well as with our own Customer Charter.

Our Customer Charter sets out our commitment to you, our customer. Full details of our service are covered within our Home User Guide, a copy of which will be provided to you when you reserve your new home.

Download a copy of the Consumer Code for Home Builders here.

Our Charter

At Lancet Homes, we are committed to delivering a high standard of customer service throughout the purchase of your new home and after you move in.

This Customer Charter outlines the standards of service you can expect from us and reflects our commitment to fairness, transparency and professionalism throughout the home-buying journey.

Full details of the information and guidance relating to your new home are contained within our Home User Guide, which will be provided to you when you complete on your home.

Our Commitment to You

Clear and Honest Information

We will provide clear, accurate and relevant information about our homes, developments and the homebuying process so that you can make informed decisions.

Responsible Marketing

All of our marketing and advertising material will be clear, truthful and not misleading. We will ensure that any information provided about our homes, specifications and developments is presented accurately.

A Transparent Sales Process

We will ensure that the reservation and purchase process is explained clearly, including the reservation agreement, purchase price, deposit arrangements, and anticipated timescales for exchange and completion.

Fair Contract Terms

Our sales contracts will contain fair and transparent terms and conditions. We strongly recommend that you seek independent legal advice before entering into a contract.

Knowledgeable and Supportive Staff

Our trained and knowledgeable Sales and Customer Service teams will support you throughout the buying process. They will be available to answer your questions, provide appropriate contact details, and keep you informed about the progress of your home, including key construction milestones and anticipated completion dates.

Warranty and Protection

We will provide clear information about your new home warranty and any other insurance or protection cover that applies to your purchase.

Access During Construction

For health and safety reasons, customers cannot have open access to properties during the construction process. However, shortly before legal completion you will be invited to attend a Home Demonstration, where members of our Site and Sales team will show you around your new home, explain how its systems and appliances operate, and answer any questions you may have.

After-Sales Care

After legal completion and occupation of your home, we will provide information on how to report any issues and how they will be managed through our customer care service.

Complaints Procedure

If at any stage you believe we have not met the commitments outlined in this Charter, we will provide details of our complaints procedure and how to escalate a complaint if necessary.

If a complaint cannot be resolved directly with us, you may have access to an independent dispute resolution service through the New Homes Ombudsman Service.

Feedback

We welcome feedback on the service we provide. If you have any comments, suggestions or concerns, please contact us at:
Lancet Homes
168-170 Washway Road
Sale
Cheshire
M33 6RH
0161 969 1002
info@lancet-homes.co.uk

Download a copy of the Consumer Code for Home Builders here.