New Homes Quality Code: Complaints and Aftercare Guidance
Guidance on homeowner codes, developer aftercare, complaints, evidence and escalation routes.
The New Homes Quality Code and NHQB focus on customer service, aftercare and how complaints should be handled by registered developers. This section helps homeowners understand how to stay organised when raising issues with their developer.
Understanding homeowner codes
How this guidance helps homeowners
New build homeowners are often unsure which process applies when problems appear after reservation, completion or handover. This section is designed to help homeowners understand the difference between codes, aftercare, complaints, evidence and escalation routes.
Understand the process
Learn how homeowner codes, developer aftercare and complaint routes may fit together.
Keep better records
Good photos, dates, descriptions and written communication can make it easier to explain concerns clearly.
Know what to ask
Clear questions can help homeowners avoid vague replies and keep the issue focused.
Escalate carefully
Where issues remain unresolved, homeowners may need to follow the correct complaints or escalation process.