Login

Consumer Code

TSI code logo in colour

At AHCI, we believe that home buyers should be treated fairly, are aware of what service levels to expect and how to access fast, low-cost dispute resolution arrangements (should they be dissatisfied), and that they should receive reliable information to help make their decisions. 

This belief has encouraged us to ensure that any developers that wish to apply for and/or take out a structural defects warranty policy for a development with AHCI, comply with the Consumer Code (the Code). The code came into effect in April 2010, and details a set of requirements and principals that Home Builders must meet in their marketing and selling of homes, and in their after-sales customer service.

At AHCI, we believe that home buyers should be treated fairly, are aware of what service levels to expect and how to access fast, low-cost dispute resolution arrangements (should they be dissatisfied), and that they should receive reliable information to help make their decisions. 

This belief has encouraged us to ensure that any developers that wish to apply for and/or take out a structural defects warranty policy for a development with AHCI, comply with the Consumer Code (the Code). The code came into effect in April 2010, and details a set of requirements and principals that Home Builders must meet in their marketing and selling of homes, and in their after-sales customer service.

Why?

The Code reinforces best practices amongst Property Developers to make sure that the level of information and customer service provided to their Home Buyers (consumers) is consistently high. It builds on successful efforts already made by the industry to improve consumer satisfaction.

 

The Code is regularly reviewed to ensure the highest quality of customer service is received. The AHCI Consumer Code applies to home buyers that have purchased their property or signed a reservation agreement on or after 1st May 2016. In Addition, the property must have been built by a Property Developer that has registered with one of the Home Warranty Bodies of which do not meet any of the exemptions (see exemptions section below)

What is it?

The Code covers complaints within a ten-year period from practical completion. However, the first two years from the date on the certificate is the contractor liability period. This is stated in the AHCI’s policy and is the period that the Developer is liable for the rectification of any major structural defects that causes a claim against the policy. 

 

Therefore, this does not affect the Consumers right to complain during the ten-year period of cover. 

Why?

The Code reinforces best practices amongst Property Developers to make sure that the level of information and customer service provided to their Home Buyers (consumers) is consistently high. It builds on successful efforts already made by the industry to improve consumer satisfaction.

 

The Code is regularly reviewed to ensure the highest quality of customer service is received. The AHCI Consumer Code applies to home buyers that have purchased their property or signed a reservation agreement on or after 1st May 2016. In Addition, the property must have been built by a Property Developer that has registered with one of the Home Warranty Bodies of which do not meet any of the exemptions (see exemptions section below)

What is it?

The Code covers complaints within a ten-year period from practical completion. However, the first two years from the date on the certificate is the contractor liability period. This is stated in the AHCI’s policy and is the period that the Developer is liable for the rectification of any major structural defects that causes a claim against the policy. 

 

Therefore, this does not affect the Consumers right to complain during the ten-year period of cover. 

Snagging

The 2-year developer liability period only covers issues to reflect those of structural nature as detailed within the AHCI warranty policy and does not extend to snagging issues. Prior, during or after the sale of the property, the developers should provide a final snagging list and should arrange to carry out any agreed upon remediations. The information provided to the consumer should include any issues that may be exempt e.g., issues which may be considered general wear and tear after a consumer has moved into the property for any period of time. It should also include how long the consumer has to report snagging issues if permitted after the “final” snagging list is reported and remediated.

Snagging issues are not covered under the AHCI Consumer Code and information on how to access further complaints relating to these matters are provided on the “dispute exemptions” section of this page.

Snagging

The 2-year developer liability period only covers issues to reflect those of structural nature as detailed within the AHCI warranty policy and does not extend to snagging issues. Prior, during or after the sale of the property, the developers should provide a final snagging list and should arrange to carry out any agreed upon remediations. The information provided to the consumer should include any issues that may be exempt e.g., issues which may be considered general wear and tear after a consumer has moved into the property for any period of time. It should also include how long the consumer has to report snagging issues if permitted after the “final” snagging list is reported and remediated.

Snagging issues are not covered under the AHCI Consumer Code and information on how to access further complaints relating to these matters are provided on the “dispute exemptions” section of this page.

Exemptions

The Code and the associated Dispute Resolution Scheme do not apply: 

Properties built under an Architect's Certificate

Built by self-builders

Let on short-term tenancy agreement

Acquired for investment purposes or by Registered Providers

Second-hand properties

Retrospective Policies

The Consumer

The code should be displayed in public areas such as show houses and must be given to the buyer prior to their purchase or at the time that reservation agreement is issued. The buyer of a property should be fully aware of the Code, and what it entails so that they know the level of quality of service that is expected and can raise concerns when they believe it to be below expectations. 

If buyers are unsure about any aspect of the Code, then Developers should help these Customers to understand the Code, their purchase and their responsibilities while taking their specific and unique needs into careful consideration.

If there are any aspects of the Code which appear confusing to the home buyer, or if the consumer is finding it difficult to make choices about any services that may be required, then the Developer has the responsibility to take the time to ensure that they are happy with their purchase and are knowledgeable of expectations.

The Consumer

The code should be displayed in public areas such sa show houses and must be given to the buyer prior to their purchase or at the time that reservation agreement is issued. The buyer of a property should be fully aware of the Code, and what it entails so that they know the level of quality of service that is expected and can raise concerns when they believe it to be below expectations. 

If buyers are unsure about any aspect of the Code, then Developers should help these Customers to understand the Code, their purchase and their responsibilities while taking their specific and unique needs into careful consideration.

If there are any aspects of the Code which appear confusing to the home buyer, or if the consumer is finding it difficult to make choices about any services that may be required, then the Developer has the responsibility to take the time to ensure that they are happy with their purchase and are knowledgeable of expectations.

Complaint Examples

In the first instance, the consumer should contact the developer and follow their formal complaints process, however, if this has been followed, we can review the complaint.

Some examples of complaints that we can help with include:

  • An unresponsive developer.
  • Reservation agreements.
  • Advertising/property specifications of which includes pre-purchase information.
 

The above list of examples is not extensive and further details of what should be expected of a developer is detailed fully within the Consumer Code.

Please follow the relevant pages for Developer or Consumers below to find our complaints process of which includes timescales.

Whilst AHCI are able to contact the developer with the consumers complaint, we are not able to offer mediation at this time. If the complaint process is followed then, provided that the complaint meets the required remit, we can then refer the case to the Alternative Dispute Resolution service (ADR) which will be at a cost to the developer.

In instances where the ADR remit is not met, we will advise on additional avenues that can be taken to escalate the complaint further via alternative companies such as Citizens Advice Bureau. However, we may still be able to review the developer via our internal sanctions panel. In these instances, the consumer will not be advised of the outcome as the matter will solely be between AHCI and the Developer.

Complaint Examples

In the first instance, the consumer should contact the developer and follow their formal complaints process, however, if this has been followed, we can review the complaint.

Some examples of complaints that we can help with include:

  • An unresponsive developer.
  • Reservation agreements.
  • Advertising/property specifications of which includes pre-purchase information.
 

The above list of examples is not extensive and further details of what should be expected of a developer is detailed fully within the Consumer Code.

Please follow the relevant pages for Developer or Consumers below to find our complaints process of which includes timescales.

Whilst AHCI are able to contact the developer with the consumers complaint, we are not able to offer mediation at this time. If the complaint process is followed then, provided that the complaint meets the required remit, we can then refer the case to the Alternative Dispute Resolution service (ADR) which will be at a cost to the developer.

In instances where the ADR remit is not met, we will advise on additional avenues that can be taken to escalate the complaint further via alternative companies such as Citizens Advice Bureau. However, we may still be able to review the developer via our internal sanctions panel. In these instances, the consumer will not be advised of the outcome as the matter will solely be between AHCI and the Developer.

Dispute Exemptions

The code does not cover all disputes, whilst we would like to help every consumer with their complaints, we are unable to assist with the following complaints:

  • Complaints where there is a valid claim going through the insurance claim process.
  • Complaints of which the amount of redress claimed exceeds the limits of the Dispute Resolution Scheme.
  • Disputes concerning personal injury, loss of property value or claims concerning land conveyed. 
  • Complaints which relate to or are a result of snagging.

For complaints which fall into one of the above categories, we recommend that you contact one of the following organisations: 

  • Your Local Citizens Advice Bureau.
  • Trading Standards
  • Seek Legal Advice.

Dispute Exemptions

The code does not cover all disputes, whilst we would like to help every consumer with their complaints, we are unable to assist with the following complaints:

  • Complaints where there is a valid claim going through the insurance claim process.
  • Complaints of which the amount of redress claimed exceeds the limits of the Dispute Resolution Scheme.
  • Disputes concerning personal injury, loss of property value or claims concerning land conveyed. 
  • Complaints which relate to or are a result of snagging.

For complaints which fall into one of the above categories, we recommend that you contact one of the following organisations: 

  • Your Local Citizens Advice Bureau.
  • Trading Standards
  • Seek Legal Advice.

Developer
Section

Developer
Section

Consumer
Section

Consumer
Section

Available Downloads:

Please download from the following options…

Need more help?

Please send us a message with your enquiry and we will be happy to answer your questions:

Did you purchase your property from a Developer who is part of the Consumer Code?

If so, we invite you to take part in a short questionnaire.

The questionnaire will provide us with invaluable feedback which will allow us to assess the level of service of the developer who completed the build of your property.

This form should only take a short amount of time to complete and is confidential so you can be assured that we will not publish your responses or forward them to the developer.

Advantage Home Construction Insurance Approval Logo

Receive a Quote Today

Advantage Home Construction Insurance (AHCI) provides structural defects insurance – operating nationally with offices in Warrington, London and Birmingham – offering development-related insurances and a service designed to give customers peace of mind.

Why Choose Advantage For Your Construction Insurance

Prefer to Call or email us instead?

"*" indicates required fields

Do You Need Support With Development Finance?*
Consent*
This field is for validation purposes and should be left unchanged.