InSite | CCHB and NHQC: A Code of Practice guide

CCHB and NHQC: A Code of Practice guide

Published date: 24 November 2022

Our customers now have a choice as to which industry Code of Practice they wish to follow – the Consumer Code for Homebuilders (CCHB) or the New Homes Quality Code (NHQC).

Adhering to at least one of these codes is a requirement of our warranty service. Here we outline the key details of both.


What are the codes?


  • The CCHB has been in place since 2010
  • Premier Guarantee was a founder member
  • It is led by a management board of industry experts
  • The code applies to over 95% of new-build homes in the UK
  • Consumer complaints about breaches of the code are managed through an independent dispute service
  • Consumer enquiries are handled by a government sponsored contact centre
  • It is independently accredited by the government-approved Consumer Codes Approval Scheme (CCAS), administered by the Chartered Trading Standards Institute (CTSI)


  • Formally constituted as a legal entity in January 2021
  • The NHQC is a new voluntary code operated by the New Homes Quality Board (NHQB)
  • Consists of board members appointed with representatives from across the sector
  • It is independent of Premier Guarantee and other warranty providers
  • Developers can register with the NHQB, prepare to adopt the code and then activate their registration on an agreed date
  • Oversaw the appointment of a New Homes Ombudsman Service (NHOS)

What support do the codes provide?




  • The CCHB provides a programme of training, assessment, and support to encourage continuous improvements in customer service
  • It also provides a fully-independent and government-approved Alternative Dispute Resolution Service
  • Premier Guarantee customers can also take advantage of free marketing materials that promote the benefits of the code to residents and building users




  • Prior to full activation, NHQC developers will receive training and marketing materials direct from the NHQB
  • As the NHQC is completely independent of Premier Guarantee, we cannot provide training nor marketing support


In their own words



"The Consumer Code for Home Builders is the largest and most established voluntary new homes code, having been in existence for more than 12 years and currently covering 95% of the new homes market across the UK."

"In that time, we have helped to drive up standards by setting clear requirements, providing tools designed to make the process of buying a home fairer and more transparent, and helped the industry learn from past mistakes through a mixture of training, information and sanctions."

- Noel Hunter, CCHB Chairman 




"This powerful new code is a central plank in our work to drive up the quality of new build homes and strengthen redress for customers."

"It fills the gaps in existing protections and puts considerably more requirements on builders in terms of how they deal with their customers and any issues they have with their new home."

"I firmly believe that, whilst challenging to implement, the new regime will deliver a step change that the industry will ultimately recognise brings huge benefits for both their customers and them."

- Natalie Elphicke, OBE – NHQB Chairman

Where can I find out more?

You can learn about how we are relaxing our stipulation surrounding these codes in our recent blog post.

Further details about the CCHB can be found on their website.

If you would like to learn more about the NHQC, click here.


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Every care was taken to ensure the information in this article was correct at the time of publication (November 2022). Guidance provided does not replace the reader’s professional judgement and any construction project should comply with the relevant Building Regulations or applicable technical standards. For the most up to date Premier Guarantee technical guidance please refer to your Risk Management Surveyor and the latest version of the Premier Guarantee Technical Manual.

Ref: MK-3402


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