Driving up the standard of new homes has been placed at the top of the political agenda, with a proposal to introduce a housebuilders’ code and statutory ombudsman service for homeowners.
Jody Vincent, Sales Director, the Commercial Window Group considers its impact.
Housing is at the top of the Government’s agenda. That includes not only driving the delivery of new homes but also their quality in the form of a new statutory ombudsman for homeowners.
It follows the publication of a report by the Competition and Markets Authority (CMA) in February 2024. This concluded that the housebuilding market was ‘not delivering well for consumers.’
Snagging list
It said that despite the existence of voluntary codes, the quality of new homes remained a perennial problem recommending the creation of a single and crucially mandatory consumer code for housebuilders along with a New Homes Ombudsman (NHO) scheme.
Accepted by the Government in the autumn Housing and Planning minister Matthew Pennycook said: ‘The CMA was right to highlight areas for improvement in the housebuilding market. That is why we will empower homeowners to challenge developers over poor-quality new homes and bad service.’
The Ministry of Housing, Communities & Local Government (MHCLG) has said it will bring forward legislation in due course.
“While there are a lot of great housebuilders out there are others who sacrifice quality for cost and the Government has lost patience”, says Jody Vincent, Sales Director, the Commercial Window Group.
“The mandatory new code is going to place new expectations of quality and service on housebuilders and if they fall short, they’ll have to answer to the new New Homes Ombudsman.”
“That means housebuilders are going to face pressure to drive up finish and performance, while also making sure that any snagging issues are resolved quickly and effectively or face serious penalties, not to mention reputational damage.”
This for Jody is a key point. He argues it’s not only cost and potential financial penalties which will give less quality orientated housebuilders sleepless nights – but also reputational fallout.
“Search on Tik Tok or Instagram and there are thousands of homeowner posts, highlighting poor finishing or workmanship”, Jody says.
“That’s not reflective of the majority of new builds but the reputational fallout is still massive. That’s before an Ombudsman comes into play.
“Product quality and professional installation are going to assume far greater importance in new build going forward.”
You get what you pay for – the peril of poorly made and fitted windows and doors
As a touchpoint for the homeowner and their property, poorly fitted or made windows and doors are a frequently a source of compliant and frustration for homeowners – and as a consequence, also for housebuilders.
“You get what you pay for”, Jody continues. “If you’re specifying on price, you’re specifying for the short-term. The new newbuild code and NHO are designed to drive a shift in specification to higher quality and higher value specifications that deliver through-life.
“It also pushes for better installation and increased professionalism.
“There’s always someone cheaper but with so much volatility in commercial and newbuild window and door supply, the risks are massive.”
Regional delivery national backing and specifications
The Commercial Window Group is committed to driving its own change in commercial window and door supply.
It’s made up of a regional installation network, fully qualified and independently audited to survey, estimate, call off, schedule and install windows and doors into new build schemes.
Each member is also highly accredited, complying with a range of SSIPs including, BBA Constructionline Gold, SMAS, CHAS and CQMS.
Jody continues: “Housebuilders are getting that local knowledge. The understanding of the site and the locality because installation partners are local.
“As part of a bigger and vertically integrated group, we can also offer other benefits. That includes the stability and product range that comes with the backing of one of Emplas, one of the UK’s largest window and door manufacturers.
“That includes 12-month’s fixed pricing, and product guarantees underwritten by the manufacturer.”
Specifications that deliver social value in the long-term
The Commercial Window Group manufactures casement, flush casement, fully reversible and tilt-and-turn window profiles from Profile 22, one of the UK’s most widely specified window systems.
It’s a system which delivers ultra-low u-values and is manufactured and installed, to an exceptionally high standard with the backing, when rarely needed, of a dedicated remedial service.
“We combine regional delivery with national coverage and standard specifications. It makes running schemes in different locations nationwide simpler”, says Jody.
“You can access a standard specification, with a standard system and hardware, regardless of where the site is, making process documentation, remedials and aftercare easier and more transparent.”
Dedicated aftercare support, pre and post-occupation
Jody argues that the new housebuilders’ code and statutory ombudsman service, make the right partner even more critical in the context of remedial serves as a potential crunch point between the housebuilder and the end user.
“Our remedial teams understand that the response that homeowners or end-users get from us, directly impacts on the reputation of our customers.
“We’re committed to the highest levels of service, resolving problems but taking care not to create new ones in the process.
“We also provide regular communication with the housebuilder and the end-user, making sure that they remain informed throughout the remedial process, including regular contact and service updates”
Commercial Window Group managed support:
- Priority call out system – our regional remedial model means that we aim to get to urgent requests to make homes secure or where homeowners or end users are vulnerable within 24 hours
- Contact with all clients within one working day (dependant on client availability)
- Remedial/repair works carried out within 20 days of notification, subject to product availability
- Regular customer communication including actions, pre-notifications and scheduling.*
*aligned to specified client SLAs
“Cheap deals with no support store up problems for the future”, Jody says. “That’s not our approach, we’re about sustainable products, delivered sustainably by high skilled and professional regional installation teams.”
“We will be there in two years’ time, five years’ time, ten years’ time and beyond. That isn’t the case for every commercial window and door supply partner.”
For more information on the Commercial Window Group’s next generation high performance window and door ranges and our regional delivery partners call 01234 567890 or email [email protected]
