Customer Care

Our clients are at the heart of everything we do.

Our dedicated partnership approach means you’ll deal with the same small team of people who each share your passion to help you fulfil your dreams of a perfect home. So, from day one, you’ll be closely involved throughout the build process. We’ll also make sure you have all the information you need to make informed decisions throughout.

And for complete peace of mind, CB Homes has signed up to the NHBC’s Consumer Code for Home Builders, which is an industry-led scheme giving protection and rights to the purchasers of new homes. The Code ensures that new home buyers are treated fairly and are fully informed about their purchase before, during and after they sign the contract.

The New Homes Quality Board

The New Homes Quality Board (NHQB) is an independent, not-for-profit organisation, It provides enhanced protection to buyers of new homes in the form of a new code of practice called the New Homes Quality Code (NHQC) https://www.nhqb.org.uk/homebuyers.html, which introduces a broad range of additional requirements for us, as developers, to ensure that every aspect of a new home purchase is covered, from when a customer initially walks into a sales office, through to two years after the occupation of the home.

As a registered developer, when you reserve a new home with CB Homes, you are protected by the new arrangements. See our 10 Guiding Principles below, detailing the NHQC requirements in the form of a new code of practice.

The New Homes Quality Code: Statement of Principles

Fairness: treat customers fairly throughout the buying and after-sales process.
Safety: carry out and complete work in line with all regulations and requirements that apply to the new home, as set out by the Government, and have the necessary certificates from an appropriately approved body to show they have done this.
Quality: complete all work to a high standard in line with all building and other standards and regulations that apply, as well as to the specification for the new home, and make sure that completion does not take place until the new home is complete (see section 2 of this code).
Service: have in place systems, processes and staff training to meet the customer service requirements of the code, and not use high-pressure selling techniques to influence a customer’s decision to buy a new home.
Responsiveness: have in place a reliable after-sales service and effective complaints procedure to make sure responses to customer queries are clear, thorough and provided in good time.
Transparency: provide clear and accurate information about buying the new home, including tenure and any costs the customer may have to pay in the future, such as ground rents and service charges.
Independence: make sure that customers know they should appoint independent legal advisers when buying a new home and that they have the right to ask for an independent precompletion inspection before completion takes place.

Inclusivity: take steps to identify and provide appropriate support to vulnerable customers and make sure the code is available to all customers, including in appropriate formats and languages.
Security: make sure there are reasonable financial arrangements in place, through insurance or otherwise, to meet all their obligations under the code, including repaying deposits when they are due and any financial awards made by the New Homes Ombudsman Service.
Compliance: meet the requirements of the code and the New Homes Ombudsman Service.