Consumer Code and New Homes Quality Board - Urban Union Ltd


Improving New Home Quality and Customer Care 

As a leading house builder dedicated to creating exceptional homes and vibrant new communities, Urban Union is proud of its commitment to enhance the quality of new homes and customer service provided through the New Homes Quality Board (NHQB) framework. This significant step demonstrates Urban Union’s dedication to meeting and exceeding high standards in the industry, ensuring that every new homeowner receives the quality homes and service they deserve.


The New Homes Quality Board (NHQB)

The New Homes Quality Board (NHQB) is a non-profit organisation who set rigorous standards for developers in terms of construction quality, workmanship, customer service, and aftercare. It aims to provide assurance to homebuyers and establish fair outcomes for those who may be dissatisfied with any aspect of their purchase. Urban Union is fully aligned with these goals and has actively implemented the framework within its operations.

Under the NHQB framework, Urban Union will adhere to strict guidelines and regulations throughout the entire development process. This includes everything from their first meeting with you to ensuring compliance with building regulations, and providing prompt and efficient aftercare service. The company’s commitment to transparency, accountability, and continuous improvement will further empower homebuyers, giving them peace of mind and confidence when investing in an Urban Union property. 

Our commitment to improve the quality of new homes and customer service sets it apart as a progressive and customer-focused developer. We aim to create sustainable, innovative, and well-designed homes within thriving communities. By embracing the NHQB framework, Urban Union is raising the bar for industry standards and actively contributing to the improvement of the housebuilding sector.



The Consumer Code

The Consumer Code came into effect in April 2010 and outlines a set of requirements and principles that registered Home Builders must meet in their marketing and selling of Homes and their after-sales customer service.

This Code applies to Home Buyers who reserve to buy a new or newly converted home built by a Home Builder under the insurance protection of one of the supporting Home Warranty Bodies.

The purpose of the Code is to ensure that Home Buyers:

  • Are treated fairly
  • Know what service levels to expect
  • Are given reliable information upon which to make their decisions
  • Know how to access speedy, low-cost dispute resolution arrangements if they are dissatisfied.

The Code is an industry-led code of conduct for Home Builders, which was developed to make the home buying process fairer and more transparent for customers and reinforces best practice among Home Builders to encourage a consistently high level of information and customer service. It builds on successful efforts already made by the industry to improve consumer satisfaction in recent years.

The Consumer Code for Home Builders has its very own website, with detailed information on all aspects of the code.