The Consumer Code

The Consumer Code

The Consumer Code came into effect in April 2010 and outlines a set of requirements and principles that registered Home Builders must meet in their marketing and selling of Homes and their after-sales customer service.

This Code applies to Home Buyers who reserve to buy a new or newly converted home built by a Home Builder under the insurance protection of one of the supporting Home Warranty Bodies.

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
  • Know how to access speedy, low-cost dispute resolution arrangements if they are dissatisfied.

The Code is an industry-led code of conduct for Home Builders, which was developed to make the home buying process fairer and more transparent for customers and reinforces best practice among Home Builders to encourage a consistently high level of information and customer service. It builds on successful efforts already made by the industry to improve consumer satisfaction in recent years.

The Consumer Code for Home Builders has its very own website, with detailed information on all aspects of the code.

For more information, download the Consumer Code for Home Builders Scheme.

Complaints Procedure 

It would be our pleasure  to help you.

Your custom is important to us.

During your home purchase, you will be looked after by our Construction, Sales & Marketing and Customer Service teams. We encourage you to contact them should you have any concerns regarding your new home journey. 

We endeavour to provide all our customers with a high standard of service and a quality new home. If you are unhappy with our service or the standard of your new home please contact our customer service department by email on or by phone using 0141 530 4000 in the first instance.

If you are not satisfied with our response and wish to make a complaint, please write to the Sales and Marketing Manager at Urban Union, 3 Robroyston Oval, Glasgow G33 1AP or email  We will acknowledge your complaint within 3 working days of receipt and notify you of our response within 10 working days, or if longer, the reason for the delay and the timeframe in which we can respond.

If after exhausting our complaints procedure you still remain dissatisfied, then you may refer your complaint for independent resolution under the Consumer Code for Homebuilders. You should contact your home warranty provider and obtain an application form from them. The use of the Consumer Code independent resolution scheme does not affect your normal legal rights.

A copy of the Consumer Code for Homebuilders and further information is available here.