What is the Consumer Code for New Homes Scheme?

We provide independent adjudication for disputes relating to the Consumer Code for New Homes.

This Scheme uses Adjudication.
Adjudication is a process by which an adjudicator, who is legally qualified or with a specialism relevant to the dispute, weighs up the documents and evidence provided by the customer and the company in order to reach a decision. The adjudicator will take into account the law relevant to the subject matter of the dispute at hand. The adjudicator’s decision is binding upon both parties* if the customer chooses to accept it. If the customer chooses not to accept the decision, it will have no binding effect on either party.

The scheme is independent of the developer and the warranty bodies and any matter referred to this scheme concerns disputes under the Consumer Code for New Homes only. The adjudication will be independent and conducted by a trained independent adjudicator who must be a member of CEDR. The scheme is applicable to complaints made within the first two years from completion of the New Home, in the event that a dispute arises between the buyer and the developer where agreement cannot be reached within 56 calendar days of the complaint being raised with the developer. Decisions reached under the scheme are not insured under the Structural Warranty.

The Adjudicator’s Proposed Decision sets out what they are minded to decide before it becomes final and allows both you and the Home Builder to comment one final time. This is only however for you and the Home Builder to clarify any points which you believe the Adjudicator may have misunderstood. You will not be able to introduce any new complaints at this stage. If you require an extension on the comments, this can be request and the adjudicator will decide whether or not to grant you an extension. Please note that any comments made by you and the Home Builder at this stage will be shared between all parties.

The maximum award that can be claimed under this scheme is capped at £50,000.00 (inclusive of VAT (if any)). Please note that this is the cumulative total for all claims arising in respect of the new home (this sum includes the cost of any repairs and any claims for compensation, refunds, credits and/or waivers). Please be aware that this limit is applied to the total amount claimed and consumers must claim for all areas of any existing dispute/s with the developer at one time, where possible.

Purchasing a new home is a significant expense for most consumers and there are many different factors which purchasers consider including location, design and suitability as well as price and reputation of the developer.

The Consumer Code for New Homes has been established to ensure that best practice is followed by our registered developers in the marketing, selling and purchasing of New Homes and sets standards for after sales service. The Code has been developed to be of maximum benefit to consumers and its ultimate aim is to provide a genuine commitment to consumers to improving standards of construction and raising customer service standards in the New Homes market, recognising that part of that commitment is providing consumers with a voice and a clear complaints process when things simply don’t go according to plan when they buy a New Home.

Dispute Resolution: One of the fundamental aspects of the Consumer Code for New Homes is providing consumers with access to a low-cost and effective dispute resolution scheme in the event that a dispute arises between a Buyer and a registered Developer. This can help to avoid costly and protracted legal action.

If you want to complain about CEDR please read our Complaints Procedure. Once you have read the Complaints Procedure and you want to submit your complaint, please use either this link or our Complaints Form, which you can download below.  Please note that adjudicator decisions are out of scope and are unable to reviewed or appealed.  Also, if a customer or subscribing company wish to bring a complaint about CEDR, they must pay their own costs of preparing the complaint.

Please note that if you require a reasonable adjustment, a member of the team can take your complaint over the phone. If you are unable to access the PDF or web form, please contact the team and request that the Complaints Form be sent in another format.

Complaints Procedure

Complaint Form

Independent Reviewers Terms of Reference

Companies covered

You will be directed to an external link.

The steps you must take before submitting a complaint

Step 1.

Raise your concerns directly with the developer.

Step 2.

If your complaint is not resolved to your satisfaction by the developer you may submit an application to CEDR for adjudication. However, you will need to contact CCNH first to confirm your home is covered by the Code and confirm the area of complaint is within scope of the Code. CCNH will also check to see if you have followed the Code’s complaints process ahead of you making an application to CEDR.

Step 3.

CEDR will adjudicate the dispute and an independent adjudicator will issue a final decision. You are free to either accept or reject this decision. Please note that maximum award that can be claimed under this scheme is capped at £50,000 (inclusive of VAT if applicable). This limit is applied to the cumulative total claimed and consumers must claim for all areas of any existing dispute/s with the developer at one time, where possible.

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