Holiday Park Holiday Home Ownership - NCC Group€¦ · Holiday Park Holiday Home Ownership Code of Practice For the purchase and sale of new and pre-owned Holiday Homes, the agreement

Holiday Park Holiday Home Ownership Code of PracticeFor the purchase and sale of new and pre-owned Holiday Homes, the agreement to occupy a pitch on a holiday park and the provision of warranty and maintenance services

The UK trade body for the tourer, motorhome, holiday home and park home industries

www.thencc.org.uk

APPROVEDHoliday Park Holiday Home Ownershipwww.approvedholidayparks.co.uk

Index

Page No.

n Foreword from the NCC ............................................................................3

n Our Members’ Advice and Recommendations to You ..............................4

n The Holiday Park - Holiday Home Ownership Code of Practice:

Our Members’ Commitment to You ..........................................................7

1 MarketingandAdvertising ..................................................................7

2 Sales,WarrantiesandMaintenance .....................................................8

3 RighttoandtermsoftheLicenceAgreement ......................................9

4 Occupancyofthepitch ........................................................................9

5 Pricinginformation,pitchfeesandothercharges ..............................10

6 Changesinarrangementsonapark ...................................................11

7 ResaleoftheHolidayHome ...............................................................11

8 RemovaloftheHolidayHomefromthepitchorholidaypark .............12

9 GivingorbequeathingtheHolidayHometofamilymembers ............12

10 ComplaintHandling ...........................................................................12

n Explanatory Notes, Copyright and Contact Information ......................14

n Appendix 1 - Definitions .........................................................................15

Issue 1 - May 2012 Page2 HolidayPark-HolidayHomeOwnershipCodeofPractice

Issue 1 - May 2012

Foreword from the Director General of the NCC

TheNCCistheUKtradebodyforthetourer,motorhome,holidayhomeandparkhomeindustries.Foundedin1939ourmembershipencompassesallsectorsoftheindustry:parkowners, manufacturers, dealerships and distributors and specialist suppliers of products andservices.Wealsofounded,andareakeymemberof,theEuropeanCaravanFederation,whichpromotesandstrengthenstheindustrywithintheEuropeanCommunity.

Ourvisionisforaself-regulated,efficientandcompetitiveUKmarketandindustrythattreats consumers fairly, delivers high levels of customer satisfaction and provides full protection and access to redress should this be needed.

Tohelpusachievethis,theNCChasdevelopedthisCodeofPracticeasthebasisoftheNCCApprovedHolidayPark-HolidayHomeOwnershipscheme.Itisprimarilyforthebenefitand protection of Holiday Home Owners setting out the principles of good practice and minimum standards that must be followed by scheme members when selling new and pre-ownedHolidayHomes,whenissuinga‘LicenceAgreement’tooccupyaHolidayHomepitchandwhenprovidingwarrantyandmaintenanceservices.Inaddition,itactsasabenchmarkofbestpracticeagainstwhichschememembers’performancetowardsmeetingtheCodecanbeassessed.PleaserememberthattheCodeshouldbereadinconjunctionwiththePurchaseandLicenceAgreementsthatyouwillsignwhenmakingyourpurchase.

Akeyfeatureoftheschemeisthe“NCCApprovedHolidayPark-HolidayHomeOwnership” logo which scheme members can use on their premises, website, advertising or promotional materials only when they have been independently assessed and have achievedapprovedstatus.ItisdesignedsothatyoucaneasilyrecognisebusinessesthathavebeenassessedagainstandmeetthisCodeofPractice.Werecommendyoualwayslook for the logo when considering any purchase and always check on our website for a definitiveandcurrentlistofmemberswhohaveachievedapproval.

Onthefollowingpages,youwillfindoutlinedthecommitmentsourschememembersmaketoyou.Inrecognisingtheimportantrolethatyou,asaconsumer,haveinthebuyingandsellingprocess,theyalsoofferyouvaluableadviceandrecommendationstomakesureyou get the right Holiday Home you want and the best possible service.

WecommendthisCodeofPracticetoyouandwishyoumanyhappyyearsinyourHolidayHome on the park of your choice.

Yours faithfully

John LallyNCCDirectorGeneral

HolidayPark-HolidayHomeOwnershipCodeofPracticePage3

Our members’ advice and recommendations to you

1. General Ifanythingisnotcleartoyou,atanystageofyourdealingswithus,pleaseclarifyitwithusor

takeadviceasnecessarybeforeyoucommityourselftoanytransaction.Andtoallowustoserve you best, please co-operate fully and openly with us at all times.

2. Research before buying Likely Usage-TrytodefinewhatyouwillmainlyusetheHolidayHomefor(e.g.ownuse,

familyuse,hiringout,seasonaluse,etc.,allofwhichmayinfluencethespecificationofyourHoliday Home)

Running Costs–Remembertotakeintoaccountannualchargessuchaspitchfeesandrates,andannualrunningcosts(e.g.gas,electricity,water,insurance,winterisation,safetychecksetc.).

Suitability-Researchtheneworpre-ownedHolidayHomeyouareconsideringpurchasingaswellasthepark,toensurethatbothmeetyourexpectations:inotherwords,suityourrequirementsandbudget.

New or Pre-owned?-Considerwhetheryouwanttobuyaneworapre-ownedHolidayHome.

Offers-Researchproductoffersaswidelyaspossible.

3. Ordering and handover of your holiday home Special Needs–Pleaseinformusofanyspecialneedsoradditionalrequirementsaswe

cannot provide advice on the suitability of a Holiday Home model for any particular purpose if youhavenotexplainedyourneedstous(e.g.:disabilityrequirements,Frenchdoors,etc.).

Specification-CheckthatthespecificationandappearanceoftheHolidayHomeyouareorderingfromusmatchesyourrequirements,assomefeaturesareoftenoptionalorsubstitutable extras.

The Purchase and Licence Agreements–Rememberthatthesearelegallybindingdocumentsandsometermsmaybenegotiable(e.g.:partexchangevalue,rateofcommission,AgreementPeriod).

Ordering a pre-owned Holiday Home-Asktosee,andobtaincopiesof,therelevantsafetycheckcertificatesforanypre-ownedHolidayHomeyouintendtopurchase.

Handover-Ensureyouareawareofandfullyunderstandallaspectsaroundthehandoverprocedure, warranties and warranty procedures and clarify with us anything on which you would like any additional explanation.

Deposits-Whenmakingadeposit,makesureeverythingiscleartoyou,ortakeadviceasnecessarytounderstandhowitissecured,thelengthofthecoolingoffperiodandthecancellation terms.

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Page4 HolidayPark-HolidayHomeOwnershipCodeofPractice Issue 1 - May 2012

Our members’ advice and recommendations to youcontinued...

4. The licence agreement and your time on the park Terms and Conditions - Familiarise yourself with all the terms and conditions in the

Agreement,theParkRules,anysitelicenceconditions,allrelateddocuments/informationandallaspectscoveringannualfeesandcharges,procedures,occupancy(tenure)andarrangements relating to changes on the park. Please also remember that the obligations placedonusbytheLocalAuthoritySiteLicencemaybesubjecttochangewhichmayaffectthetermsandconditionsorparkfacilities/amenities.

The Licence Agreement–Rememberthatthisisalegallybindingdocument.

Holiday Home Owner Signatures-TheAgreementmustbesignedbyallthenamedownersof the Holiday Home.

Insurance–Researchinsurancetoensureyouchoosethepolicyandsupplierthatbestmeetsyourneedsandalsotakeintoaccountanyspecialrequirements(e.g.winterisation).

Maintenance-ConsideryourlikelyusageoftheHolidayHomeandtheneedtokeepitproperlymaintainedandingoodcondition,inaccordancewiththemanufacturers’instructionsandtheappropriatehealthandsafetyrequirementsincludingtheprecautionsneeded for winter weather.

Non-permanent residence-RememberthatyoumustnotusetheHolidayHomeasyourpermanentUKresidenceunderanycircumstances,eveniftheparkhasa12monthsitelicence.

Behaviour–Rememberyourresponsibilitiesregardingon-sitebehaviourincludingrespectofthe privacy and rights of others on the park.

Change of Address – You must keep us informed of any change to your permanent residential addressandprovideproofofthisaddressonrequest.

5. Selling or bequeathing your holiday home Commission arrangements-Ensurethatyouareawareofandfullyunderstand,allaspectsof

the sales process and the commission arrangements that you, as the seller, are responsible for upontheresaleofyourHolidayHomeassetoutintheLicenceAgreement.

Notification-RememberyourobligationsundertheLicenceAgreementtokeepusinformedifyouareintendingtoputtheHolidayHomeonthemarketorifyousubsequentlydecidetotakeitoffthemarket.

Safety check certificates-Ensureyoucomplywithalltherequirementsforhavingvalidutility/appliancesafetycheckcertificateswhensellingthehome.

Giving or bequeathing your Holiday Home-Rememberthatthisproceduredoesnotaffectyourright,orthoseofyourpersonalrepresentative(s)orexecutors,toselltheHolidayHomeaccordingtotheproceduredetailedintheLicenceAgreement.

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HolidayPark-HolidayHomeOwnershipCodeofPracticePage5Issue 1 - May 2012

Our members’ advice and recommendations to youcontinued...

6. Removal of your holiday home from the pitch or park Circumstances leading to removal - Familiarise yourself with all the various aspects and

circumstances relating to removal of your Holiday Home from the pitch, what may constitute abreachoftheLicenceAgreementand/ortheParkRulesandtheconsequencesofthis.

Rights and Procedures-Familiariseyourselfwithyourrightsandobligationsincluding:

a. Writtennoticeperiodsifyouintendtogiveupyourpitchorifthereissomebreachof obligation on our part. b. Your right to take further action against us if we are proven to be in breach of our obligationsundertheLicenceAgreement. c. ArrangementsfortheremovaloftheHolidayHomeandallotherpropertyfromthe ParkwithinonemonthafterterminationoftheLicenceAgreement. d. Payment for removing the Holiday Home from the Park.

7. In case of problems Let us know-Weunderstandthattheremaybetimesthatyouarenothappywiththe

service we provide and may wish to make a complaint. To help us address these promptly and effectively,pleasereferthemattertousinthefirstinstance,preferablyinwriting.

Our response–AsaconditionofthisCodeofPractice,wemaintainawrittencomplaintsprocedure and we advise you to familiarise yourself with it so that you know how we will deal with and respond to any complaint.

Time to complete agreed actions-Rememberthatalthoughwemaybeabletoissuearesponseorfinaldecisiontoacomplaintwithinthesettimescales,thisdoesnotautomaticallymean that we are able to complete any agreed remedial action within the same timescales (e.g.wemaybereliantonpartssupplyfromathirdparty,etc.).

If you remain dissatisfied-Ifwehaveissuedourresponseand/orfinaldecisionandyouremaindissatisfied,orwehavefailedtorespondwithinthespecifiedtimescales,youmayreferthemattertotheNCCInformalDisputeResolutionService.Ifthatservicefailstoresolvethecomplaint,itcanbeescalatedtotheIndependentCaseExaminer(theExaminer).

Other means of redress-Pleaserememberthat,whiletheExaminer’sfinaldecisionwillbebinding on both you and us, you are free to seek other legal means of redress if you wish to do so - either before or after your complaint has been considered. Please note though that the outcome/decisionofanycasemaybetakenintoaccountbyanyotherredressprovider

(e.g.Arbitrator/otherIndependentCaseExaminer/Ombudsman)andviceversa.

Further Information – For additional information about complaint handling, please refer to Chapter10oftheCodeand/ortheguidanceontheCodewebsite.

(www.approvedholidayparks.co.uk)


Our members’ commitment to you

In addition to the main provisions within this Code, we will:

n SatisfythecriteriaformembershipoftheNCC

n ComplywithalltheprovisionsofthisCode

n DisplaytheNCCApprovedHolidayPark-HolidayHomeOwnershipschemelogoinourmarketingandonourwebsitetoconfirmourapprovedstatus

n Complywith,andexplain,thetermsoftheLicenceAgreementweissuetoyou

n Maintainadequateandappropriateinsurancetoprotectyou

n Ensurethatstaffaresuitablyqualifiedintheirrolesandarefullyawareof,andcomplywith, allourresponsibilitiesunderthisCode

n Ensurethatourbusiness,itsproductsandservicescomplywithindustryrules,standardsandagreements and all relevant laws and statutory regulations

n Have in place, adopt, and regularly review written policies and procedures for key business aspectssuchascustomerservice,complaintshandlingandHealthandSafety

n Beauthorisedbytheappropriateauthoritywherenecessary,(e.g.FinancialServicesAuthority)tocarryoutanyregulatedfinancialactivities

n ComplywithDataProtectionrequirementsandensurethatcustomers’detailswillnotbepassed to anyone without their express permission

n EnsurethattheoperationoftheParkfollowstheconditionslaiddownbytheLocalAuthorityinthePlanningConsentandSiteLicence

n ClearlydisplayanddrawtoyourattentionthemainprovisionsoftheSiteLicenceand ParkRules

n Ensureanylimitationsontheuse(e.g.:holidayuseonly)oftheHolidayHomeareshownintheLicenceAgreementandexplainedtoyou

n Regularlyreviewthequalityofservicesprovidedbyanysubcontractors

n ComplywiththespiritofthisCode,actwithintegritybyconductingourbusinessinanhonest,fairandprofessionalmanner,exerciseduecare,skillanddiligenceandnotbringtheCodeorscheme into disrepute

n MonitorcompliancewiththeCodeatleastannuallyandfacilitateNCCassessmentsonaregular basis

n Carryoutregularcustomersatisfactionsurveysandrespondpositivelytoanyfeedbackaspartof a continuous improvement philosophy

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Our members’ commitment to youcontinued...

1.Marketing and Advertising 1. OurmarketingwillfeaturethecurrentNCCApprovedschemelogo.

2. Wewillensurethereisnothingconfusingormisleadinginourmarketingandadvertising, promotionsorpublications(includinganycomparisonswithotherParkOwners).

3. Wewillensureourmarketingandadvertisingisclearandaccurate.

4. Wewillensurewecomplyfullywithalllegislationandregulationsrelevanttomarketing and advertising.

5. Wheremarketingandadvertisingreferto‘guarantee’or‘warranty’,wewillensurefull warrantytermsareavailable.Yourstatutoryrightswillnotbeaffected.

2. Sales, Warranties and Maintenance 1. Wewillensureoursalesstaffand/orsalesagentsdonotgivesalesadvice,oruse techniques,whichplaceundueorimproperpressureonyouandifyouareavulnerable customer, we will meet your needs appropriately.

2. Wewillensurethatallnewandpre-ownedHolidayHomeswesellaremodelsthathave beenapprovedundertheNCCProductApprovalScheme(orpriorcertificationscheme), unless expressly advised to you in writing.

3. Uponordering,wewillissueyouwitheitheracompletedcopyoftheNCCmodelPurchase Agreement,orourownPurchaseAgreementbasedon,andcontainingnolessfavourable termsthan,theNCCmodelPurchaseAgreement.

4. Wewillclearlydisplayourpricesand,inaccordancewiththePriceMarkingOrder2004, willstateandproperlyexplaintoyouthepriceoftheHolidayHomeitself,whatis/isnot included in the selling price and the on-going, annual costs of ownership.

5. Wewillconductafullydocumentedhandoveronthesaleofnewandpre-ownedHoliday Homes and ensure you are aware of, and understand, the warranty and maintenance services available.

New Holiday Homes a. Atthepointofhandoverwewillgiveyouthemanufacturer’sHolidayHomehandbook andthemanufacturer’sHolidayHomewarrantydocumentanddrawyourattentionto its main provisions.

b. Wewillensurethewarrantydocumentincludesclaimsprocedures,contact information,anddetailsitemsspecificallyincludedin,orexcludedfrom,itsprovisions. Yourstatutoryrightswillnotbeaffected.

c. Wewilltransfertheunexpiredportionofanymanufacturer’snewHolidayHome warrantytoasubsequentowneratnocosttothenewowner.Whererepairworkis requiredunderthewarrantyitmaybecarriedoutbyusorourDistributor representativestaffifauthorisedbythemanufacturer.Arepairerwhohasnotbeen authorised by the manufacturer may not carry out work as the warranty may be invalidated if this happens.

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d. IntheeventthataHolidayHomeisunusableforanextendedperiodtofixwarranty faults, we will ask the manufacturer to extend the warranty period. Your statutory rightswillnotbeaffected.

e. Wewillnotchargeyouforrepairsunderamanufacturer’swarranty.

Pre-owned Holiday Homes f. Wewillclearlystate,asaconditionofsale,whetheramanufacturer’swarrantyhas expired on a pre-owned Holiday Home. g. Ifweofferourownwarranty,wewillensureitincludesclaimsprocedures,contact information,andclearlystatesitemsandchargesspecificallyincludedin,orexcluded from,itsprovisions.Thewarrantywillnotaffectyourstatutoryrights. h. Wewillensurethatallpre-ownedHolidayHomesofferedforsalehavebeensafety checkedbysuitablyqualifiedcontractors(e.g.:GasSaferegistered,CITOElectricalTest andInspectionforParkstrainedandassessed,appropriateCityandGuildsqualified, etc.)andhavevalidsafetycheckcertificates.

6 Wewillcontinuetoprovideyouwithsupportandassistancefollowingthepurchaseof your Holiday Home and liaise with manufacturers on your behalf both during and outside the warranty period.

3. Right to and terms of the Licence Agreement 1. InadditiontothePurchaseAgreement,wewillissueyouwithaLicenceAgreementto occupyaholidaypitchontheparkandacopyoftheParkRulesbeforeyouenterintoany legally binding agreement.

2. WewillexplainthemainprovisionsoftheParkRulestoyou.

3. TheAgreementwillbepersonaltoyouandnotcapableofassignmentortransmission by you.

4. WewillensurethatthisAgreementcomplieswithallrelevantconsumerlegislationand regulationsandtheprovisionsofthisCodeand,inparticular,thetermsrelatingto occupancy.

4.Occupancy of the pitch 1. TheLicenceAgreementwegivetoallpurchasersofnewandpre-ownedHolidayHomes willclearlystatetheAgreementPeriod.

2. OnthesaleofanewHolidayHomewewillofferyouanAgreementPeriodofnotlessthan ten years from the date you purchase your Holiday Home.

3. Inthecaseofapre-ownedHolidayHomebeingsoldbyus,wewillgiveyouanAgreement PeriodofnotlessthanthebalanceoftheAgreementPeriodfromthedatetheHoliday Homewasfirstpurchasedbyaconsumer.

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4. Wherewe,asamemberoftheNCCApprovedHolidayPark-HolidayHome Ownershipscheme:

a. BuyaparkwheretheHolidayHomeOwnersarewithoutthebenefitofaLicence Agreement,wewillgiveallownersanAgreementandconsiderofferinganAgreement PeriodofnotlessthantheunexpiredperiodfromthedatetheHolidayHomewasfirst purchased by a consumer.

b. Buyaparkwheresome,orall,theHolidayHomeOwnershavethebenefitofan existingLicenceAgreement,wewillconsiderofferingallownersanewAgreementand consideranAgreementPeriodofnotlessthantheunexpiredperiodfromthedatethe HolidayHomewasfirstpurchasedbyaconsumer.

7. Inallothercases,suchasattheendoftheinitialperiodofoccupancy,theAgreement Period is entirely a matter for negotiation and agreement between you and us.

8. DuringtheperiodofanyLicenceAgreement,wewillnotrequireyoutoremoveaHoliday Home for the purposes of creating a sale or solely on account of its age.

5. Pricing information, pitch fees and other charges 1. Allourpricinginformationwillbeunambiguous,clearlydisplayedandwhatis/isnot included in that price will be stated and properly explained to you.

2. Wewillprovideclearandconciseinformationonthearrangementsfordeposits(where appropriate),coolingoffperiodsandcancellationrights.

3. Wewillprovideatleast45calendardayswrittennotificationandexplanationofa proposedchangeinpitchfees:

a. NormallypitchfeeswillchangeinlinewithRPI(inflation)ortocoverthecostof improvements on the Park, or changes in the Park operating costs including those brought about by changes in the law or regulatory change and by taxation.

b. If51%ormoreofallHolidayHomeOwnersontheParkobjectinwritingtothechange then the matter will be determined either by agreement between us or, if we both agree,byreferraltoanarbitrator(orinScotlandanarbiter)orthroughthecourts.

4. Wemaypassontoyouasappropriateanychargeswhichareoutsideourcontrolsuchas rates,waterchargesandotherchargespaidtothirdparties:

a. WewillmakeclearwithintheLicenceAgreementwhichservicesandchargesare included in the pitch fee and which additional services and charges are not included.

b. Ifwereceivenoticeofachangeofchargesoutsideourcontrol,wewillprovideasmuch advance notice as possible to you.

c. Statutorychargessuchasrateswillbeinaccordancewithrelevantlegislation.

d. Wewillre-sellelectricityandmains/naturalgastoyouatthepricewepayforit.

e. WewillnotsellLPGgas(pipedand/orbottled)atapricehigherthantherecommended retail price as set from time to time by the gas supplier.

f. Wehavetherighttochargeareasonableadministrativefeetocovermaintenanceof the infrastructure and meter readings in accordance with current regulations.

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5 WewillcheckthatHolidayHomesareproperlyinsuredagainsttheinsurancerequirements clearlystatedintheLicenceAgreement.WhereyouchoosenottoinsuretheHoliday Homethroughthepolicyweoffer,youmustshowustheoriginalandprovideacopyofthe insuranceforustoverify(freeofcharge)thatadequateandequalcoverisinplace.

6. Changes in arrangements on a park 1. WeareentitledtomakechangestotheParkorthewayitismanagedorrunbecausewe may wish to develop or improve the Park or its facilities in the normal course of developing ourbusiness,orbecauseweareaskedtomakechangestocomplywithaLocalAuthority SiteLicencecondition.

2. Wewillgiveyouatleast28calendardays’noticeandalsoconsultwithHolidayHome OwnersregardinganyproposedchangestotheParkRules.

3. Bywayofexample,thismayincludethedevelopmentofnewfacilitiesandamenitiesor the provision of new services or environmental improvements.

4. Ifthechangeinarrangementsresultsinachangetothepitchfees,wewillfollowthe proceduredetailedinsection5ofthisCode.

5. WewillensurethatwheresuchchangestakeplacetheLicenceAgreementwillnot subsequentlybeamendedunilaterallybutitwillbebindingonoursuccessorsintitle. New terms and conditions will not be introduced which represent a fundamental change topreviousAgreementterms.Examplesofactionswhichwouldamounttobreachofthis paragraphare:

a. IntroducinganewrequirementthatyoumusthireoutyourHolidayHomewherethis hadnotbeenarequirementbefore.

b. Introducingprovisionswhichdiscriminateunreasonablybetweenyouandanyother Holiday Home Owner on the Park.

7. Resale of the Holiday Home 1. YouwillhavetherighttosellyourHolidayHomeinthreeways,aslongasyouhavesettled alloutstandingaccountsduetousinexcessof£200andadvisedusinwritingofyour intentiontoselltheHolidayHomeinlinewiththetermsintheLicenceAgreement, asfollows:

a. You may sell the Holiday Home to us if we agree

b. YoumayselltheHolidayHomeandtherightsofanyunexpiredAgreementPeriodto keepitonthepitch(afterofferingusfirstrefusal),toabuyer(subjecttoour prospective new owner procedures and payment of any agreed commission by you as the seller, to us)

c. YoumayselltheHolidayHomeoffthepark(reasonableremovalchargesapply)

2. WewillensurethattheprocedureforthesaleoftheHolidayHomebyyouisclearlystated withintheLicenceAgreement.

3. Wewillensurewedonotchargemorethantheindustrymaximumrateofcommission of15%+VATforresaleoftheHolidayHomeonthepitch.

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8. Removal of the Holiday Home from the pitch or holiday park 1. WewillensurethattheproceduresforremovaloftheHolidayHomeeitherfromthepitch orholidaypark,orforwhentheLicenceAgreementcomestoanend,areclearlystated. Thisincludes:

a. Breaches on your part capable of remedy, breaches not capable of remedy and written notice periods

b. Repaymentofanypitchfeesandotherchargesthathavebeenpaidbyyouinadvance accordingtotheindustryagreedscaleofpayments(seeterminationsectioninthe LicenceAgreement)

c. Writtenquotationsandchargesrelatingtode-sitingandremovaloftheHolidayHome

d. De-sitingandremovalcostsassociatedwithbreachesonourpart

e. Writtennoticefromusandourresponsibilitiesifweneedtotemporarilymoveyour HolidayHome(e.g.forredevelopment,access,emergency,etc.)

f. Our responsibilities related to the replacement of your Holiday Home on its original pitch or move to an alternative pitch

9.Giving or bequeathing the Holiday Home to family members 1. Wewillensurethatyourrightsandtheprocedureforthegivingorbequeathingofthe HolidayHomebyyouareclearlystatedintheLicenceAgreementandexplained,including our prospective new owner procedures.

10.Complaint Handling 1. Complaintsshouldbemadetousinwritinginthefirstinstance-wewillmaintainaclear and formal written complaints procedure and tell you what this is.

2. Wewilltakeeffectiveandimmediateactiontotryandresolveanycustomercomplaint.

3. Wewill:

a. Acknowledgeyourcomplaint,inwritingorbyphone,within2workingdaysofreceipt

b. Wewillissueaninitialresponseorafinaldecision,inwriting,assoonaspossibleorat thelatestwithin10workingdaysofcomplaintreceipt

c. Ifweissueaninitialresponseandyounotifyusthatitdoesnotresolveyourcomplaint, wewillissueafinaldecision,inwriting,assoonaspossibleoratthelatestwithina further5workingdays

d. Inallinstances,ifwelegitimatelyneedmoretimetoinvestigateandmanageyour complaint(e.g.:becauseitinvolvesanotherparty),wewillprovidewrittenreasons why and an estimate of the date when we expect to be able to issue an initial response orfinaldecision.

e. KeepacomplaintslogwhichwillbeavailableforinspectionbyNCCassessors.

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4. Wewillkeepyouinformedeitherbyletterore-mail,whicheveryouprefer.

5. AnyfinaldecisionwillincludedetailsoftheNCCInformalDisputeResolutionService andtheNCCIndependentCaseExaminer(theExaminer)incaseyourequire independent redress.

PleasenotethattheExaminerwillonlyconsidercomplaintsthathavebeensentto, andconsideredby,theNCCInformalDisputeResolutionServicefirst.

6. Ifyouarenotsatisfiedwithourfinaldecision,orifweexceedtheresponsetimescales, youshouldthenreferyourcomplainttoNCCforinformaldisputeresolution.Ifthisfailsto resolveyourcomplaintoriftheNCCInformalDisputeResolutionServiceisnotableto handleyourcomplaint,NCCwillescalateyourcomplainttotheExaminer.Wewill co-operatefullywiththeExaminerduringaninvestigationandcomplywithhisfinal decisionwhichisbindingonusboth.Pleasenoteanadministrationfeeof£60(including VAT)willbechargedbyNCCshouldyouwishtousetheExaminerservice.Thisfeeisonly refundableiftheExaminerfindsinyourfavour,subjecttohisdiscretion.Thereareno other charges to you for using the service.

7. Wewillliaise,atyourrequest,withanyoneactingformallyonyourbehalf(e.g.Trading Standards,CitizensAdviceBureau,ConsumerAdviceCentre,etc.).


Explanatory Notes, Copyright and Contact Information

1. ThisCodeshouldbereadinconjunctionwithyourPurchaseandLicenceAgreements.

2. ThroughoutthisCode,allreferencesto“LicenceAgreement”meantheagreementbetweenthe member and the Holiday Home owner for the Holiday Home to occupy a pitch on the Park.ThismaybetheNCCmodelLicenceAgreementinfull,orthemember’sownLicenceAgreementbasedon,andcontainingnolessfavourabletermsthan,theNCCmodelLicenceAgreement.

3. ThisCodeisnotintendedtobenefitthosewhoownandsub-letHolidayHomesasabusinessactivity.Similarlyitisnotapplicabletoownersofresidentialparkhomes(mobilehomes)whooccupysuchaspermanentresidencesonresidentialparkswiththebenefitofaWrittenStatementasprovidedforundertheMobileHomesAct1983(asamended).

4. NeitherthisCodenoranyLicenceAgreementwillconferontheHolidayHomeowneranyinterestinlandoranyrightsaftertheendoftheAgreementPeriodtositeaHolidayHomeonthe Park.

5. Fortheavoidanceofdoubt,thisCodewillonlyapplytoagreements(whetherneworrenewal)enteredintoaftertheissuedateofthisCode(seefooter)andwillnothaveretrospectiveeffectin relation to any agreements entered into prior to the start date which would otherwise have beencoveredbytheCode.

6. NoneofthetermscontainedinthisCodewillaffecttheHolidayHomeowner’srightsunderthe relevant consumer legislation and regulations.

7. ThroughoutthisCode,referencetoonegenderincludestheothergenderandreferencetothesingular includes the plural.

8. ThroughoutthisCodereferenceto“we”,“us”and“our”refertotheschemememberandreferenceto“you”and“your”refertotheHolidayHomepurchaser/owner.

9. NopartofthisdocumentmaybereproducedinanyformwithoutthepriorwrittenpermissionoftheNCC.ThefullCodecanbeviewedonourwebsite.

Contact InformationThe NCC, CatherineHouse,VictoriaRoad,Aldershot,HampshireGU111SS

TelNo:01252318251FaxNo:01252322596

E-mail:[email protected]

Websites: www.thencc.org.uk or www.approvedholidayparks.co.uk

©2012NationalCaravanCouncilLimited


Appendix 1 - Definitions

ThefollowingtermsareusedthroughouttheCodeandaredefinedasfollows;

“Advertising” Anyactivitytopromoteorpubliciseus,ourservicesortheHolidayHomeor thepark(whetherinwritingorotherwiseincludingelectronicmedia).

“Agreement” TheLicenceAgreement.

“Agreement Period” The length of time agreed with the park owner, that you have the right tokeeptheHolidayHomeonapitchonaholidaypark(thetenureor occupancy). Not to be confused with the months within the year that the site licence allows the Holiday Home to be occupied.

“Assessor” Anindependent,impartialandsuitablyexperienced/qualifiedperson, appointedbytheNCC,whoperformsassessmentsonourbusinessinorder toverifyourcompliancewiththisCode.

“Business” Anon-goingtrade,professionoroccupationcarriedoutforthepurposeof gain or reward.

“Code” ThisConsumerCodeofPractice.

“Commission” The payment to be made to us by the seller, if you sell the Holiday Home onthepitchandweissueanewLicenceAgreementtoanewHoliday Home Owner.

“Commitment” Apromise/expressassuranceonwhichexpectationistobebased.

“Consumer” Apersonwhoacquiresgoodsandservicesforhisownpersonalneeds. Includesanddescribestheowner/enduserofanyHolidayHomeas describedintheCode,anypersonenquiringaboutpurchasinganewor pre- owned Holiday Home and any person buying services from us.

“Consumer Code” ACodeofPracticethatpromotesandprotectstheinterestsofconsumers and establishes a benchmark for industry best practice.

“Distributor” Anagentsellingnewandpre-ownedHolidayHomeswhooffersaretail, aftersales, warranty and maintenance service to holiday parks and the public.

“Family Member” Inrelationtoyou,yourspouse,civilpartner,parent,grandparent,child (includingstepchild),grandchild,brotherorsisterincludingthespouseof any of those persons.

“Hire”; “Hiring” The act of obtaining for payment whether in cash or in kind for the use of theHolidayHomebypersons(exceptFamilyMembers)otherthanyourself.

“Holiday Home” TheHolidayHomesoldforholidayandrecreationaluseandspecifiedina LicenceAgreement.

“Holiday Home Theindividual(you)inpossessionoftheHolidayHomeandpartytoaOwner” LicenceAgreement.

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Appendix 1 - Definitionscontinued...

“Independent Case Anindependent,impartialandsuitablyexperienced/qualifiedperson,Examiner appointedbytheNCC,whoinvestigatesandmakesdecisionson(the Examiner)” unresolved complaints.

“Inflation” ThemovementoftheGeneralIndexofRetailPrices(RPI)publishedbythe OfficeofNationalStatistics.IfitbecomesimpossibletomeasureInflation bymeansoftheRPI,thensomeotherindexhavingasimilarpurpose published by a public body would be used.

“Licence Thewrittenagreement(sometimesknownasaPitchLicenceAgreement)Agreement” between you and us to keep a Holiday Home on a pitch on the Park. ThismaybetheNCCmodelLicenceAgreementinfull,orourownLicence Agreementbasedon,andcontainingnolessfavourabletermsthan, theNCCmodelLicenceAgreement.

“Manufacturer” The Holiday Home manufacturer.

“Member” TheschemememberparticipatingintheNCCApprovedHolidayPark- Holiday Home Ownership scheme.

“NCC” TheNationalCaravanCouncil.

“NCC Approved The logo shown on the front of this document. The logo can only be used Holiday Park - by a scheme member on their letterhead, promotional and advertising Holiday Home material, website and premises when they have been assessed against and Ownership logo” meettheCodeofPractice,andhavebeengrantedApprovedStatusunder the scheme.

“NCC Approved” AbadgethatidentifiesthatNCCmembers’productorconsumerservice standardsmeetsminimumrequirementsandstandards.

“NCC Approved Aschemethatdemonstratesthebusiness’scommitmenttoitscustomersscheme” to protect their interests, treat them fairly and honestly and maintain high standards.TheConsumerCodeisattheheartoftheschemeandestablishes abenchmarkforindustrybestpracticeandqualitycustomerservicewhichis then monitored and policed through the scheme.

“NCC Informal AserviceoperatedbytheNCCaimedatdeliveringamutuallyagreeableDispute Resolution outcome to an unresolved complaint between us.Service”

“Obligation” Abindingpromiseorcontract.

“Occupancy” The length of time agreed with the park owner, that you have the right to keeptheHolidayHomeonapitchonaholidaypark(thetenureor AgreementPeriod).Nottobeconfusedwiththemonthswithintheyear that the site licence allows the Holiday Home to be occupied.

“Owner” Theindividual(you)inpossessionoftheHolidayHomethatisapartytothe LicenceAgreement.

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Appendix 1 - Definitionscontinued...

“Park” Landwiththebenefitofplanningpermissionlicensedforholiday orrecreationalusereferredtoasacaravansiteunderTheCaravanSites& ControlofDevelopmentAct1960onwhichHolidayHomeOwnersmay keeptheirHolidayHomeswiththebenefitofaLicenceAgreement.

“Park Owner” Theindividual,companyoranysuccessorsintitlenamedintheLicence AgreementasbeingtheParkOwnerorauthorisedbytheParkOwnertobe responsibleforitsoperationthatisapartytotheLicenceAgreement.

“Park Rules” The rules of conduct and practice issued by us from time to time which are applicable to the occupation and use of Holiday Homes and other facilities at the Park.

“Pitch” DoesnotincludeanypartoftheParkexceptthatonwhichtheHoliday Home stands.

“Pitch Fee” The charge made by us for use of the pitch and for those services and facilities for which there is no additional payment or charge.

“Pre-owned” Istakentomean“used”andviceversa.

“Promise” Anexpressassuranceonwhichexpectationistobebased.

“Purchase The written agreement between you and us for the purchase of the Agreement” Holiday Home on a Park.

“Scheme” TheNCCApprovedHolidayPark-HolidayHomeOwnershipscheme.

“Site Licence” TheSiteLicenceapplicabletotheParkissuedtousbythelocalauthority undersection1oftheCaravanSitesandControlofDevelopmentAct1960.

“Warranty” Istakentoincludethemanufacturer’swarrantyandanyextensionoffered bythesellerofanewHolidayHome.Italsoincludesanywarrantyoffered by us on a pre-owned Holiday Home.

“We/our/us” TheschemememberparticipatingintheNCCApprovedHolidayPark- Holiday Home Ownership scheme for the purchase and sale of new and pre- owned Holiday Homes, the agreement to occupy a pitch on a holiday park and the provision of a warranty and maintenance service, that is a partytotheLicenceAgreement.

“Winterisation” Preparing the Holiday Home to prevent damage during the period when the park is closed and the Holiday Home is not in use.

“Working Days” MeansMonday,Tuesday,Wednesday,ThursdayandFriday,excluding Bank Holidays.

“You/your” TheHolidayHomeOwner.Wherethereismorethanonepersondescribed astheHolidayHomeOwnerintheLicenceAgreementeachisfully responsiblefortheobligationsundertheAgreement.


Documents

Holiday Park Holiday Home Ownership - NCC Group€¦ · Holiday Park Holiday Home Ownership Code of Practice For the purchase and sale of new and pre-owned Holiday Homes, the agreement