What is a Consumer Code?
For the owners of new and newly converted homes, it is important they have the security of knowing that their home and rights are protected should any issues arise with structural defects. Various Consumer Codes have been established to advance and maintain standards of practise in the construction industry. Developers and builders who have purchased structural defects insurance, who subscribe to a Code must adhere to a strict code of practice which states that any activities engaged in marketing, selling practices, processes involved in purchasing, and duty of after sales service must be carried out in a fair and transparent manner.
Promotors of these various Trading Standards approved Codes have a responsibility to educate and monitor developers and builders as to their practising of the code and educate consumers as to the standards that they should expect to receive. If in breach of the Code, the promotor would, under its responsibilities enforce a range of consequential measures which could have damaging implications on the developer.
Various Codes that are promoted by different structural warranty providers ensures protection to the consumer by ensuring that they have access to ADRS’s (Alternative Dispute Resolution Schemes) should any issues arise in the first two years that the developer is refusing to take responsibility for before the period of liability to the insurer begins. Consumers are provided with a clear and easily accessible complaints process should anything go wrong, giving them added security and increasing their confidence in the purchase. As with structural defects insurance, the Code is transferrable upon sale of the property to a new owner within the first two years after the build is complete.
Adoption of the Code throughout the industry will ensure that standards of construction and levels of post-purchase customer service are raised and maintained which will not only give better protection to the consumer but boost buyer confidence in the market.
Compariqo has developed its own Consumer Code which has achieved Stage One approval from the Chartered Trading Standards Institute and is now working towards Stage Two Approval to ensure that standards are upheld and consumers’ rights are respected.
You can download a copy of our Code below:
Complaints and Feedback
Under the requirements of our Consumer Code, registered builders and developers (referred to in the Code as “Members”) must have a procedure for receiving, handling and resolving homebuyer requests for after-sales service support and/or complaints and must provide the homebuyer with clear information about how to access the Compariqo Dispute Mediation Service.
The registered builder, or developer must provide the homebuyer with clear information regarding the Dispute Mediation provisions of:-
- The Code; and
- The Compariqo Policy or the Structural Defects Insurance Policy which covers the home
The Registered Builder, or developer should:
- Provide the address to which complaints should be submitted.
- State that once the builder / developer has received a complaint, they will send the complainant an acknowledgement letter within 2 business days of receipt of the complaint that will contain any timelines of investigation and when the complainant can expect to receive a response.
- Inform the complainant that their complaint will be handled by an identified Complaints Officer
- Aim to resolve the complaint within 30business days , however, if and where possible the Member should endeavour to resolve the complaint within 10 business days.
- Respond promptly and in writing, setting out its response and proposals to resolve the matter and, where appropriate, include remediation proposals; and
- Provide an estimated resolution date by when any remediation works will be completed.
Registered builders and developers should state, in the event that they and the homebuyer cannot reach an amicable resolution to the complaint, the complaint becomes a Dispute that the buyer has the opportunity to refer direct to the Compariqo Dispute Mediation Service.
The homebuyer must make any complaint to the Member in writing and within 2 years (24 months) of the date of completion.
Mediation Under The Code
If the dispute falls within the terms of the Structural Warranty, then Compariqo will offer their own resolution process to the homebuyer, free of charge. If the dispute does not fall within the terms of the Structural Warranty, Compariqo can refer the dispute to Compariqo’s Consumer Code for Builders and Developers Dispute Mediation Scheme on behalf of the buyer.
If you have any feedback, a question about our code, or wish to contact us to raise a issue you’ve experienced with your builder or developer, please contact us a: hello@compariqo.com