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Consumer Code.

The Consumer Code for Home Builders (“the Code”), which came into effect in April 2010, applies to all Home Builders registered with the UK’s main new Home Warranty Bodies: NHBC; Premier Guarantee; LABC Warranty and Checkmate and consists of 19 Requirements and principles that Home Builders must meet in their marketing and selling of Homes and their after-sales customer service.

For the most up-to-date Consumer Code and to find out how this might affect you please click here.

Following completion of our 3 Step process, if you remain dissatisfied with how Pentland Homes have dealt with your complaint, you may, subject to specific terms and conditions, be able to refer the decision for independent review by the Consumer Code for Homebuilders (

The Consumer Code for Homebuilders scheme entitles all customers who have bought a newly built home that is guaranteed under the insurance protection of NHBC, LABC Warranty, Premier Guarantee or Checkmate to raise a complaint for independent adjudication, however, under the Code’s rules, this referral can only be validly made once a customer has completed all stages of the Company’s complaints procedure set out above.

The Code does not apply to second-hand property sales, customers of registered social landlords, corporate or private investor landlords.

The Company is not currently a member of the New Homes Quality Code and as such it is not currently possible for you to refer your complaint for resolution through the New Homes Ombudsman Service.

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