At Higgins Homes, we are committed to providing you with not just exceptional homes but also an outstanding customer experience. As part of our ongoing commitment to transparency and consumer protection, we want to inform you about the updates to the Consumer Code that will come into force on January 1, 2024.
The Consumer Code sets out the standards that homebuilders must follow to ensure fairness, transparency and quality in the homebuying process. We want to reassure you that Higgins Homes is fully dedicated to complying with these updated requirements, and we are taking proactive measures to ensure your continued protection and satisfaction.
Some of the key highlights of the updates to the Consumer Code include:
Meaning of words
We have updated and aligned definitions to make them more accessible for consumers.
There is a renewed focus on identifying and supporting customers who may be vulnerable.
Incentives and commissions
We adhere strictly to guidelines regarding financial incentives and commissions, ensuring fair and transparent practices.
We provide comprehensive pre-contract information, including Planning Consent details and energy performance standards.
We ensure that part-exchange schemes are fair, transparent and considerate of consumers’ needs.
A 14-calendar day cooling-off period has been introduced for reservations, with more detailed information provided.
Homebuyers now have the right to a pre-completion inspection, allowing identification of snags before legal completion.
After-sales service and defects resolution
We support homeowners in employing professional advisers for inspections and addressing defects.
Complaints and disputes
Our complaints procedure adheres to set timescales, providing clear responses to customer complaints.
Independent Dispute Resolution Scheme (IDRS)
The maximum amount claimable through IDRS has increased to £50,000 with a discretionary award for inconvenience up to £2,000.
Our staff undergo updated Code compliance training, including a detailed explanation of consumer protection regulations and the Code’s full requirements.
We appreciate your trust in Higgins Homes and if you have any questions or concerns, please do not hesitate to contact us. We look forward to continuing to provide you with exceptional service and homes.