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The Consumer Code

Supporting you every step of the way

Buying a new home is a big investment.

That’s why we follow the Consumer Code for Home Builders, an industry-led code of conduct that ensures the process of purchasing is made clearer, fairer and more transparent for you, the purchaser.

The Code sets out precisely what standard of service you can expect from your house builder, explaining your rights while purchasing, during the process and after you collect your keys. The Code also ensures that you receive clear information regarding your new build home, purchasing it and dealing with things if you need assistance later down the line.

In the unlikely event of something going amiss, a low cost dispute resolution service is available to help you raise any issues. We are dedicated to upholding this Code in all our developments.

What is the Code?
Consumer Code

The Consumer Code

If you are planning to buy a new home, the Consumer Code for Home Builders is here to support you.

Buying a brand new home is an exciting time. But with a new home being one of the largest investments you’re likely to make, it’s important that you understand the process, what you’re buying and what help is available should problems arise.

The Code is designed to help you understand what levels of service to expect from your Home Builder, feel fully informed about your purchase and know your consumer rights before and after you move in. In the unlikely even that problems arise, a speedy, low cost dispute resolution scheme is available to deal with complaints about breaches of the Code.

For homes reserved up to and including the 31 December 2023, the Fourth Edition of the Consumer Code Scheme applies. Homes reserved from 1 January 2024 will be covered by the Fifth Edition.

Consumer Code 4th Edition Consumer Code 5th Edition

Our Customer Charter

Our commitment to you.

We promise to deliver more than a house. We're dedicated to making the entire process professional, helpful and open.

That’s why we created our Customer Charter, a straightforward guarantee that outlines the service you can expect if you buy your home with Jones Homes.

Our commitment to our customers

  • We adopt the Consumer Code for Home Builders and ensure that it is clearly displayed in all of our sales offices. Our staff are trained to ensure that they understand our responsibilities to you.
  • We will provide clear details about your new home and the customer service procedures during the process.
  • We will ensure that our contract of sale uses terms and conditions that are fair and clearly set out.
  • We will provide you with health and safety advice to minimise the risk of danger when visiting our site during construction and during the use of your new home after you have moved in.
  • We will explain how your exchange deposit will be protected.
  • We will provide you with full details about the Warranty Provider that covers your home, as well as Jones Homes’ own warranties and any other guarantees that you will benefit from.
  • After the structural completion has been confirmed, we will invite you to a demonstration of your new home’s functions and facilities, so that we can ensure you know how everything works before you move in.
  • We will arrange for an expert sales advisor and the site manager to contact you after you move, ensuring that you have settled in and to answer any questions that you may have.
  • We will tell you about the sales service that is available to you once you have moved into your new Jones home.
  • We will provide details of who to contact if you believe that we have not satisfactorily fulfilled our Charter Commitments to you