11 Customer experience

Connection during handover not possible - KBCN1319

Where it is not possible for occupants to have access to broadband, telecommunications, TV or data services, when moving in, due to unavoidable delays, temporary measures need to be taken to ensure occupants are given temporary access until full connection is available (e.g. via dongles). This needs to be agreed between the developer, network infrastructure provider and internet service provider where applicable.

29-Oct-2025 - Applicable to all HQM versions and UKNCR V6.1

Flexible handover visit - KBCN1322

It is acceptable for an appropriate company representative to present handover meetings to groups of occupants per dwelling type. This can include demonstrations and video presentations, for example, however it must also provide the opportunity for occupants to ask questions.

29-Oct-2025 - Re-worded for clarity and applicability to all HQM versions and UKNCR V6.1 confirmed.

Heating zones - KBCN1318

For Multiple Dwelling Units (MDUs) or homes consisting of two main rooms or less, heating zones for the whole unit, rather than individual rooms, are acceptable, provided occupants have control of their own heating zones.

29-Oct-2025 - Applicable to HQM One, HQM V6 and UKNCR V6.1

Home information – certificate after occupant moves in - KBCN1281

The HQM scorecard and certificate are required as part of home information when occupants have moved in to make them aware of HQM and how it adds value for them and their home. If the HQM certificate will not be issued when occupants are due to move in, confirmation should be included as part of the Home information, which says that HQM certification has been targeted and the certificate will be issued separately, subject to successful approval by the certification body, BRE Global. The information should also cover general information about HQM including a link to the website and who they should contact (e.g. the home builder) for information or updates on this. If a design stage certificate has been issued for the home, this should also be provided and made clear that this is a provisional rating.

29-Oct-2025 - Applicable to HQM V6 and UKNCR V6.1

Minimum requirements - KBCN1454

Issue 11.1 Aftercare > Crit 2.c is only applicable where Issue 9.3 Inspections and Completions > Crit. 12 and 13 are met. This supersedes previous guidance in this KBCN.

29-Oct-2025 - Applicable to Issue 11.1 only. Applicable to HQM V6 and UKNCR V6.1

Other smart controls - KBCN1317

Where other forms of home controls are present that are not listed in the additional smart solutions criteria, please contact BRE for consideration. Due to the innovative nature of smart home systems, the examples provided are by no means a full list of all of the types of controls that are, and will be, available.

29-Oct-2025 - Applicable to all HQM versions and UKNCR V6.1

Submitting aftercare & post occupancy evaluation data - KBCN0589

Where credits have been awarded which require post-occupancy evaluation or an element of aftercare data collection (according to scheme requirements) from the building once operational and occupied, the data gathering must take place at the specified time and the findings reported to BRE. The timing of this evidence gathering depends on the criteria of the specific BREEAM scheme. However, for all schemes, once the evidence is due for submission, it should be sent on the assessor webform with the following subject; 'BREEAM Assessment Type - Building Data - BREEAM Assessment Reference' For example: 'BREEAM NC 2018 - Building Data - BREEAM-1234-5678'

29-Oct-2025 - Applicable to HQM One, HQM V6 and UKNCR V6.1
05 Nov 2024 - Wording clarified and link to the webform added
This replaces KBCN0695 for HQM.

Training courses that provide competencies to be considered an AQP - KBCN1294

We are not aware of any specific training courses that provide all the necessary competencies to be considered an AQP but they may come from a combination of sources:

industry training courses.
Industry-recognised methodologies
Specific research skills. For example, someone who has worked as a social researcher or has a degree or masters involving research methods.
Consultancies or specialist organisations who provide POEs as a specific service

29-Oct-2025 - Applicable to HQM One, HQM V6 and UKNCR V6.1

Warranties covered by alternative consumer codes - KBCN1289

Alternative consumers codes to the ones referred to in the Aftercare issue are acceptable if they are approved by the Trading Standards Institute, such as the Consumer Code for New Homes and the Consumer Code for Home Builders. If you are unsure if a warranty or consumer code is acceptable for the purposes of HQM, please raise a technical query.

29-Oct-2025 - Applicable to HQM V6 and UKNCR V6.1

UKNC: Residential (HQM) / UKNC: Residential V6.1 / C - Delivery /