The Industry Consumer Code for Home Builders
The Consumer Code and the associated builder guidance are the result of over 18 months work to develop a code and a redress scheme, together with the administrative support required to run it.
The Code sets requirements that Home Builders who are registered with the supporting Home Warranty providers (NHBC, Premier Guarantee and LABC New Home Warranty) must meet.
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; and
- know how to access speedy, low-cost dispute-resolution arrangements if they are dissatisfied.
Abel Homes, as lifelong proponents of the ultimate importance of quality in all that we do and members of the NHBC scheme, welcome the introduction of this code and are pleased to be able to offer yet another guarantee of your satisfaction when you buy your new home from us.
Customer Complaints Procedure
At Abel Homes Ltd, we are committed to delivering not only high-quality homes but also exceptional service to all our customers and potential buyers, whatever their circumstances. However, if at any point you feel that we have fallen short—whether through the actions of an individual or the company as a whole—we welcome your feedback.
Complaints are treated with the utmost seriousness and are fully reviewed by our Board of Directors to ensure a fair and thorough investigation.
How to Make a Complaint
If you have a concern or wish to make a formal complaint, you can reach us through one of the following channels:
By phone: 01953 884486
By email: customercare@abelhomes.co.uk
By post: Abel Homes Ltd, Neaton Business Park (North), Norwich Road, Watton, Norfolk, P25 6JB
We will confirm receipt of your complaint in writing within five calendar days of the first working day after it is received.
What Happens Next: Our aim is to resolve your issue as quickly and efficiently as possible. You will receive a full written reply within 20 working days from the date your complaint is received.
If You're Not Satisfied: If you remain dissatisfied with our response, you may have the option to escalate your complaint to the Consumer Code or your home warranty provider, who can provide an independent review.
The Consumer Code offers a resolution service for disputes related to the sale and marketing of your home, or failure to meet warranty construction standards.
You may refer your complaint to the Independent Dispute Resolution Scheme (IDRS) if at least 56 calendar days have passed since your original complaint, and no later than 12 months after our final written response.
More information is available at: www.consumercode.co.uk
Please note that using our internal complaints process or the IDRS does not affect your statutory legal rights.
