Our Customer Commitments
Feel confident every step of the way
Supporting you throughout your homebuying journey
Buying a new home is a big step, and we want you to feel informed, supported and confident throughout the process.
As a responsible homebuilder, we are committed to providing clear information, helpful guidance and the best possible service from your first enquiry through to moving into your new home.
To help make sure we meet high standards of customer care and professionalism, we follow recognised consumer codes for homebuilders that are designed to protect and support buyers throughout the homebuying journey.
Which code applies to your home purchase?
- If you reserved your home on or after 2 April 2024, the New Homes Quality Code applies.
- If you reserved your home before 2 April 2024, the Consumer Code for Home Builders applies.
- If you reserve your home after 1 March 2026, the NHQB V2 Code will apply.
The New Homes Quality Code and Ombudsman Service
The New Homes Quality Code replaced the Consumer Code for all new reservations made from 2 April 2024 onwards.
It is designed to help protect and guide you throughout the process of buying a new home.
What is the New Homes Quality Code?
The New Homes Quality Code helps make sure homebuyers receive clear information, good customer service and support throughout their purchase journey.
It explains what you should expect from us as your homebuilder, from your first enquiry through to moving into your new home.
The code also helps make sure you have the information you need to make informed decisions and understand your rights before and after completion.
If something does not go as expected, the code also gives you access to the New Homes Ombudsman Service, which offers independent and impartial support to help resolve complaints fairly.
How does it help protect you?
- Clear and honest advertising and marketing information
- Full and transparent information before you buy your home
- Clear contract information, including cancellation and termination rights
- Information about your new home warranty
- Regular updates and communication throughout the build and handover process
- Trained customer service teams to support you throughout your journey
- A clear after sales complaints process
You can learn more about the NHQC on the New Homes Quality Board website.
The Consumer Code for Home Builders
The Consumer Code for Home Builders is an industry led scheme that was introduced in 2010 to help protect buyers of new homes.
If you reserved your home before 2 April 2024, this is the code that applies to your purchase.
Tilia Homes follows the Consumer Code for Home Builders and is committed to meeting the standards it sets for customer care and communication.
If you would like more information, please speak to one of our Sales Executives or visit the Consumer Code website.
Support after you move in
Every Tilia home comes with a two year Tilia Homes guarantee, followed by an eight year NHBC warranty for added peace of mind.
We take all concerns seriously and have a clear complaints process in place to make sure anything that needs attention is dealt with fairly and as quickly as possible.
Our Vulnerable Customer Policy explains the extra support we offer to customers who may need a little more help during their homebuying journey, so everyone feels properly supported throughout the process.