Bellway has signed up to membership of the New Homes Quality Board (NHQB), meaning that customers who purchase a new home from this date will be covered under the New Homes Quality Code (NHQC) and an independent dispute resolution service provided by the newly created New Homes Ombudsman Service.
The NHQB is an independent not-for-profit body established for the purpose of developing a new framework, driving improvement in the quality of new homes and the redress available to customers. The NHQB created the New Homes Quality Code, supported by a New Homes Ombudsman Service.
Jason Honeyman, Chief Executive Officer at Bellway, said: “As one of the first housebuilders to sign up to the New Homes Quality Code we are underlining our commitment to our customers and providing them with the reassurance that when they buy from Bellway, they will receive a quality product, a personal service, and the reassurance of an excellent after-sales service.
“Buying a house can be an emotional experience for customers. We have been working hard so customers have greater understanding of the product they are buying, as well as ensuring our sales and marketing processes are aligned with, or go beyond, the requirements of the code. We have also introduced key customer initiatives to help our customers manage the process of buying their new home. Our ‘Meet the Builder’ and ‘Pre-plaster visits’ allow customers to meet the dedicated individuals who build our homes while the pre-plaster visits allow customers to better understand the product they are buying.”
As part of its commitment to the Code, Bellway has implemented changes to its sales processes and undertaken training for staff to ensure it is compliant with the required changes.
Jason added: “We offer a hand-built product. The British weather, supply chain delays, and up to 30 differing trades can all impact the process of building a new home. As a result, things can, and do go wrong. All of our homes come with a 10-year NHBC Buildmark Warranty and insurance cover, of which the first 2-years is covered by Bellway. The new Code provides additional protection for our customers, backed by the independent Ombudsman service which we believe is important in re-establishing trust in the sector.”
Leon Livermore, Chief Executive of the New Homes Quality Board said: “Buying a new build home is a massive moment in many people’s lives and it ought to be a happy and memorable experience. The vast majority of those buying new build homes are satisfied with their purchase and their builder but in too many instances in the past that has not been the case. This new framework aims to drive up standards of construction and customer service and puts the buyers’ interest at its centre.
“Whilst we recognise that the process of building and selling a new build home is a complex one and things can go wrong, in those instances we want to ensure builders respond quickly and customers have access to independent redress.
“I welcome the fact that over 100 developers have already registered with us and I’m delighted that Bellway is leading the way. Being registered with the NHQB will provides Bellway customers with confidence in them and their product.”
“Consumers can be assured that where they see our branding that their builder should be working to the new high standards our code demands of them or they can take their case to a strong and independent Ombudsman.
“I firmly believe that the new framework will drive up standards, improve the experience and increase consumer confidence, providing benefits for consumers and builders alike.”
IMAGE: An indicative photograph of a Bellway kitchen diner
