New Homes Quality Code
At Hopkins Homes, we are committed to delivering not only beautifully crafted homes, but also an outstanding customer experience. Your homebuying journey should feel clear, supportive and stress-free — and our commitment to the New Homes Quality Code (NHQC) helps ensure exactly that.
What is the New Homes Quality Code?
The New Homes Quality Code is a robust set of requirements that new home builders in the UK must follow. It was developed by the New Homes Quality Board to raise standards across the industry and improve the service customers receive before, during and after their purchase.
The Code is designed to:
- Set clear expectations for customer service
- Promote fairness, transparency and professionalism
- Ensure buyers understand their rights
- Provide protection throughout the buying process and beyond
By following the Code, we are reinforcing our promise to treat every customer with honesty, clarity and respect.
Independent Protection and Peace of Mind
In the rare event that a concern cannot be resolved directly with us, the Code provides access to the independent New Homes Ombudsman Service. This service offers impartial review and resolution, giving you additional reassurance that your interests are protected.
Alongside our commitment to the Code, every home we build includes:
-
A 2-year guarantee directly from us
-
A further 8-year structural warranty provided by the NHBC
This 10-year protection reflects our dedication to quality, responsibility and long-term customer care.
If you need to raise a concern
While we strive to get everything right first time, we understand that questions or concerns can occasionally arise. We encourage you to contact us as soon as possible so we can resolve the matter quickly and efficiently.
We have a clear and robust complaints procedure in place to ensure every issue is handled fairly and promptly.
Treating Customers with Care and Respect
We are committed to treating all customers with fairness, empathy and understanding. We recognise that some customers may need additional support, and our Vulnerable Customer Policy outlines how we provide tailored assistance where needed.
By committing to the New Homes Quality Code, we are reinforcing what matters most to us — delivering high standards, acting responsibly, and ensuring you feel confident and supported at every stage of your journey with Hopkins Homes.
