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 Customer Charter

• The Consumer code for house builders is displayed in our Sales Centre, and you can download a copy here.
• We will provide you with full details and clear information about your chosen home.
• We will endeavour to ensure all our marketing and advertising is clear and truthful and use clear and fair terms and conditions in our sale contract.
• We will provide trained and knowledgeable staff to assist you in the buying process, who will be available to answer any questions you may have and will provide you with any relevant contact details and updates. They will keep you fully informed about the completion and occupation of your new home.
• We will provide you with reliable information about your Warranty cover and any other cover from which you will benefit.
• We are prevented by Health and Safety from giving you open access to your home during the construction process, however a short time before legal completion, you will be invited to carry out a ‘Home Demonstration’ where you will be shown round your new home, by members of our Site and Sales team, and any questions you may have will be answered.
• We will provide you with details of who to contact if you believe we have not satisfactorily fulfilled our Charter commitments.
• If you have any comments, suggestions or views you wish to express please write to:
  • Lancet Homes Ltd. Prospect House 168-170 Washway Road Cheshire Sale M33 6RH
  • Tel: 0161-969-1002

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