New Homes Quality Code

The New Homes Quality Code (NHQC) has replaced the Consumer Code for all new reservations from 2 April 2024 onwards. It’s designed to guide and protect you throughout the homebuying journey.

What is the NHQC?

The NHQC is all about raising standards in new home quality and customer services. It helps you understand what to expect from us as your homebuilder, from your first enquiry right through to moving in.

It also makes sure you have all the information you need to feel confident in your purchase, including your rights before and after you get the keys to your brand-new home.

And in the unlikely event that things don’t go quite as planned, the NHQC gives you access to the New Homes Ombudsman Service, an independent and impartial service to help resolve any complaints fairly.

How does it protect you?

By following the NHQC, Tilia Homes has committed to:

• An after-sales complaints process
• Clear and honest advertising and marketing materials
• Contractual information, including termination rights
• Effective customer service training
• Full and transparent pre-purchase information to allow you to make an informed purchase decision
• Details about your new build home warranty
• Timely updates and communication during build, completion and handover
• You can learn more about the NHQC on the New Homes Quality Board website..

The Consumer Code for Home Builders

The Consumer Code is an industry-led scheme launched in 2010 which gives protection and rights to the buyers of new homes. If your home was reserved before 2 April 2024, this is the code that applies to your purchase.

Tilia Homes proudly complies with the Consumer Code for Home Builders. If you need more information on the code, please ask one of our Sales Executives for a copy or find further details here.

Contact our team

At Tilia Homes, we’re committed to delivering the highest quality in our design, our service and your experience. Every home we build comes with a two-year Tilia Homes guarantee, followed by an eight-year NHBC warranty for added peace of mind.

We build with care and attention to detail, but if something does go wrong, we’ll put it right. We take all concerns seriously and have a clear, professional complaints procedure in place to make sure all issues are handled quickly and fairly.

You can view our complaints procedure here.

We’re also committed to treating every customer with respect, fairness and empathy. Our Vulnerable Customer Policy explains the extra steps we take to support anyone who may need additional help.