New Homes Quality Code
We put our customers at the heart of our business. We do this by following the New Homes Quality Code, as well as our own Customer Charter.
The relevant code for your home purchase depends on when you reserved your home.
Please select the correct code below to discover more.
When did you reserve your home?
If you reserved your home on or after 2nd March 2026, please visit the link below.
If you reserved your home before 2nd March 2026, please visit the link below.
Housebuilders and developers who build new homes will be expected to register with the New Homes Quality Board (NHQB). As long as a housebuilder or developer has followed the correct registration process, including completing the necessary training, introducing a complaints procedure, and following other processes and procedures that are needed to meet the requirements of this New Homes Quality Code (the code), they will become a registered developer.
Registered developers agree to follow the code and the New Homes Ombudsman Service, including accepting the decisions of the New Homes Ombudsman in relation to dealings with customers. If a registered developer does not meet the required standards, or fails to accept and act in line with the decisions of the New Homes Ombudsman, they may have action taken against them, including being removed from the register of registered developers.
What is the New Homes Quality Code?
The code sets out the requirements that registered developers must meet. The code may be updated from time to time to reflect changes to industry best practice as well as the decisions of the New Homes Ombudsman Service.
All homes built by registered developers must meet building-safety and other regulations. All registered developers should aim to make sure there are no snags or defects in their properties before the keys are handed over to a customer. If there are any snags or defects, these should be put right within the agreed timescales.
What the code covers
For the purposes of this code, ‘customer’ means a person who is buying or intends to buy a new home which they will live in or give to another person. (If a new home is being bought in joint names, ‘the customer’ includes all the joint customers.)
However, the New Homes Quality Board have also started work to consider other groups of customers and what they should be able to expect from a new home. This includes shared owners and people who are buying a new home to let to other people.
Any changes the New Homes Quality Board make to the code to reflect the needs of other groups of customers will be developed through consultation, and they will continually assess and review the effectiveness of the code, and any new laws or regulations that apply.
Other areas which are not covered by the code are claims for loss of property value or blight (where a property falls in value or becomes difficult to sell because of major public work in the area), personal injury or claims that are not covered by the scheme rules of the New Homes Ombudsman Service.
David Wilson Homes embraces the code
David Wilson Homes embraces the New Home Quality Code as an additional layer of consumer protection. At David Wilson we take pride in ensuring we deliver the best quality homes and great customer service.
Our Customer Charter is one of the ways we set out our commitment to you. Designed to help you throughout your purchase - and long after you've moved - it will provide you with detailed information, advice and support.
Our Customer Charter
1. Provide you with the New Homes Quality Code and adhere to the requirements it places upon us.
2. Provide you with clear and detailed information about your new home, plus the choices and options available to you.
3. Provide trained and knowledgeable staff to assist you in the buying process.
4. Provide you with updates, at agreed intervals, on the progress of build, physical completion and occupation dates.
5. Provide you with health and safety advice to minimise the risk of danger from construction works, when visiting the development and after you have moved into your new home.
6. Provide you with the opportunity to undertake a pre-completion inspection of your new home or for you to appoint a suitable qualified inspector to carry out the inspection.
7. Undertake a demonstration of the many features of your new home before you move in and provide documentation about running in and maintenance.
8. Provide you with a statement of incomplete work on the development and indicative timescales for completion, for example, roads, open spaces, recreational areas and landscaping.
9. Provide you with an easily accessible and efficient after-sales service (including emergency out of hours cover) for handling issues, enquiries and complaints; endeavouring to resolve warranty issues within one calendar month.
10. Provide you with advice on the NHBC warranty and insurance policy and other warranties from manufacturers from which you will benefit.
11. Facilitate independent satisfaction surveys so that you can feedback to us how we are performing.
As your homebuilder, we’re committed to supporting you and keeping our communication channels and online spaces safe, helpful and respectful for everyone. To help us do that, please note:
• Social media use
We welcome feedback and questions on our social channels. To ensure conversations stay constructive and manageable for all customers, repeated or excessive posting (including duplicate messages across multiple posts) may result in access to our platforms being limited or suspended. We also ask that contact remains reasonable and proportionate.
• Filming and sharing videos
We respect the privacy of our colleagues. If you would intend to film or record one of our employees, please make sure you have their explicit consent first. Where content is shared or published without individual consent, we will request its removal, remove it from our social channels, and take appropriate steps to protect our colleagues.
• Respectful communication
We will always treat our customers with respect and courtesy, and we kindly ask the same for our colleagues and working partners. Abusive, threatening or inflammatory language or behaviour is not acceptable. If this occurs, we may need to take steps to protect our team, which could include limiting or ending communication through certain channels.
Discover more about the code
As a 5 Star housebuilder we are committed to the New Homes Quality Code. For more information on the code please visit https://www.nhqb.org.uk/
Find out more about the NHBC warranty and insurance here.
We are on the New Homes Quality Code register of registered developers. “We” refers to the Barratt Redrow plc group brands including Barratt London, Barratt Homes, David Wilson Homes and Redrow.
Nothing in this code affects any other rights the customer has by law and does not replace any legislation that applies to the new home. Customers do not have to make a complaint to the New Homes Ombudsman Service if they are not satisfied with a matter that is covered by the code. They may decide to take other action, such as through the civil courts or other ombudsman or regulator.