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Consumer Code for Home Builders

consumer code for home builders

The Consumer Code for Home Builders (“the Code”) was developed by the home-building industry to make the home buying process fairer and more transparent for purchasers.

The Code covers all homes that are bought as outright sales from Pobl Living, affordable sales are not covered under the Code, however, we provide the same level of service to all our customers.

about the code

The Code is designed to help you understand what levels of service to expect from us as your builder, feel fully informed about your purchase and know your consumer rights before and after you move in.

It sets out requirements that all Home Builders registered with the supporting Home Warranty providers (NHBC, Premier Guarantee, LABC Warranty and Checkmate) must meet in their marketing and selling of Homes and their after-sales customer service.

The key requirements of the Code are that Home Builders provide:

  • Clear and truthful advertising and marketing materials
  • Sufficient pre-purchase information to enable you to make an informed decision about your purchase
  • Effective customer service training for customer-facing staff
  • Contact details for your Home Builder and other relevant bodies
  • Home Warranty information
  • Contract information including your termination rights
  • Timing of construction, completion and handover
  • An accessible after-sales service
  • A complaints process

In the unlikely event that a complaint cannot be resolved, a speedy, free dispute resolution scheme is available via the Code to outright purchasers only to deal with complaints about breaches of the Code. For further information on the Code, including the Independent Dispute Resolution Scheme, please visit the Consumer Code for Home Builders website.

Find out more information below about how Pobl will handle any complaints received:


Pobl Living complies with the Code by adopting the standards of good practice. The Code Requirements (fourth edition) applies to homes reserved up to 31 December 2023. The current fifth edition applies to homes reserved from 1 January 2024.