New Homes Quality Code
As a responsible homebuilder, we’re committed to giving you the best possible service and making your new home buying experience with us as smooth and stress-free as it can be. To help us meet the highest standards, we follow recognised consumer codes for homebuilders. These codes promote best practice in housebuilding and ensure the information and service we provide is clear, honest and helpful.
If you reserved your home before 2 April 2024, the Consumer Code for Home Builders applies.
If you reserved your home on or after 2 April 2024, the New Homes Quality Code (NHQC) applies.
If you reserve after 1st March 2026, NHQB V2 Code applies.
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:
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A 2-year guarantee directly from us
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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.
