A Brief Guide To

Introduction Categories 1.2. 1.1. 2.2. 2.1. 1.4. 1.3. 2.9. 2.8. 2.7. 2.6. 2.5. 2.4. 2.3. 2.11. 2.10.

What is the Home Quality Mark (HQM)? (HQM)? Mark Home Quality the is What Space Transport and Movement and Transport assessed? is What How are homes assessed? How homes assessed? are What is the value of HQM? value the is What Comfort Assurance Quality 18 Materials Energy Resilience and Safety Water 20 Outdoors 1.2.9. 1.2.8. 1.2.7. 1.2.6. 1.2.5. 1.2.4. 1.4.1. 1.2.3. 1.2.2. 1.2.1.

Experience Customer Construction Impacts Construction

Sources of information of Sources net-gain biodiversity delivering and nature improving and Protecting Quality with the customer at its core its at customer the with Quality Opens up green finance finance up green Opens practice into principles and policy Puts change to climate Resilience way to carbon zero the Leading customers happier and lower risk reputation, Better sustainability and quality of aculture Supports Sign of a better home abetter of Sign 19 17

16 14

Page 2 of 23 2of Page V0.0 January 2020 www.homequalitymark.com 13 23 22 21 13 15 11 12 3 3 3 8 7 6 6 6 5 5 4 4 4 115302 BRE Global Limited © 2020 and priorities of potential buyers and tenants can have significant benefits to everyone. benefits have significant can tenants and buyers ofpotential priorities and needs the to meet and quality ofhigh to be trusted be can that ahome building So lives. ofour aspects different many shape can welive how and wellbeing, and health our on effect have amajor They costs. running and rent or ofmortgage terms in commitment financial biggest our are they and homes, our around and in time ofour 50% over well wespend UK the In trusted. be can that ofquality alevel • meets and to run, less • costs wellbeing and health • benefits environment the on effect areduced • has ahome: that sign the is HQM 1.2. Wales. and Scotland England, throughout homes new assess efficiently and effectively to industry, in practice best and good and regulations, and standards national on build criteria technical HQM’s policy. local and national and sustainability and ofquality standards high meet that developments to recognise HQM use also can communities and authorities Planning standard. ahigh meet homes that insurers and lenders investors, assure also can It tenants. and buyers to potential homes oftheir quality to the prove use can providers that certification trusted and recognised provides HQM from. benefit can providers) as to together (referred providers housing and developers housebuilders, and trust can consumers that ofquality mark atrusted to provide designed is HQM homequalitymark.com www. at website our on available is This manual. technical ONE’ Mark Quality ‘Home the in out set are met be must that standards The Regulations. Building as such standards minimum than higher significantly are that standards meets certificate HQM an with home Every home. the in living ofpeople expectations and needs the on focused are assessments The sustainability. and construction design, ahome’s of standard the for rating star asimple with certificates awards It homes. new for scheme certification assessed (HQM) independently an Mark is Quality Home The 1.1. 1. light, temperature and noise).light, and comfort (aircommunities quality, natural active encourage that issues through and wellbeing health to support HQM looks world. ofthe rest the and UK the within buildings other and ofhomes standards high certifying in evaluating and and research experience of decades from benefits HQM that means in the built environment. This sustainability to assess ofschemes family BREEAM of the part as HQM manage and developed We, BRE,

Introduction

What is the Home Quality Mark (HQM)? Mark Home the is What Quality What is the value the is ofWhat HQM? (click on ‘Resources’ under the ‘Discover’ tab and scroll down to ‘Technical Standards’). Standards’). to ‘Technical down scroll and tab ‘Discover’ the under ‘Resources’ on (click Page 3 of 23 3of Page V0.0 January 2020 www.homequalitymark.com

115302 BRE Global Limited © 2020 mortgage industry. the in rates lending and decisions investment to guide helps which bodies, funding and providers for financial-service risk to manage help can residents future and landlords for both criteria affordability estimating in accuracy increased Also, wellbeing. and health atenant’s increasing while landlords for money saving repair, and refurbishment less needs home agood-quality because is This associations). housing and landlords social registered landlords, private-rented developers, build-to-rent (for example, ofhomes performance long-term the in invested are who for those valuable particularly is and reputation to build helps This needed. be may that refurbishment or maintenance less the ofahome, quality the higher the Indeed, for longer. happier them keeping needs, tenants’ their and expectations their meet on taking are they properties the that to mean certification HQM consider can landlords Similarly, 1.2.3. homes. new-build with associated are that ofdefects number the reduce and satisfaction customer this to boost help can HQM householders. oftoday’s needs the meet to help designs and technologies modern byincorporating living for modern built are homes New 1.2.2. 1.2.1. minimum standards. minimum standards. beyond efficiency energy HQM recognises arrears. lower rent and empty are they where Energy-efficient homes have shorter periods standard. assured to an produced are homes their that tenants and buyers potential assuring by market the on others from out stand builds new make their can builders Home home. the in ofliving standard ahigher creating also while environment, the on effects and costs running oflikely indication an provides HQM aproperty, renting or buying people For

Quality with the customer at its core atits customer the with Quality Better reputation, lower risk and happier customers happier and lower risk reputation, Better Sign of a better home home abetter of Sign Page 4 of 23 4of Page V0.0 January 2020 www.homequalitymark.com 115302 BRE Global Limited © 2020 1.2.4. Reducing a home’s carbon footprint from energy use is crucial to lowering housing’s effect on climate change. change. climate on effect housing’s to lowering crucial is use energy from footprint carbon ahome’s Reducing value. environmental and social ofeconomic, alot add can ofsustainability banner the under designed projects Housing 1.2.5. sustainable development. and environment the footprint), (carbon emissions change, to climate relating commitments international and national meet and growth balanced and sustainable for strong, policy UK’s the to support helps This decisions. financial making when considered are factors environmental and climate from opportunities and risks financial sure making is finance Greening reduces a home’s carbon footprint. footprint. carbon ahome’s reduces and efficiency energy higher drives HQM (GHG). gas ofgreenhouse emissions total for 13% UK’s ofthe responsible is Housing decisions. to make reliable tools consistent the provides HQM growing. is development’ ‘green and sustainable in Investment

Opens up green finance finance up green Opens Leading the way to zero carbon way tozero the Leading Page 5 of 23 5of Page V0.0 January 2020 www.homequalitymark.com 115302 BRE Global Limited © 2020 1.2.8. development. the before than state abetter in left and improved are for wildlife habitats natural and features ecological to make sure developers encourages that development to approach an is net-gain Biodiversity features. ofecological value the increasing and recognising through biodiversity national and regional local, and to communities benefits have major can environment local the improving and Protecting 1.2.7. repairs. expensive for lengthy, need the so and flooded, becoming ofhomes risk the reduce drastically can to flooding resilience Increasing to flooding. prone areas onto ofdevelopments number increasing an pushing reduces, space ofavailable amount the grows, for housing demand the As disasters. health and financial preventing in critical be will resilience So, change. ofclimate to) effects adapt the and withstand to (can resilient is ahouse to make sure important equally is it crucial, is environment the on effect ahome’s reducing While 1.2.6. quality of their housing. housing. oftheir quality to improve the others encouraging and are already going above minimum standards that those by built being homes recognising for the to take more responsibility needed ofattitude change the to promote helps HQM gain. net biodiversity to deliver tools the improving natural the HQM has environment. by this to tackle provides an opportunity development and crisis We ecological an in are that are resilient. homes HQM recognises change. ofclimate effects to the due frequent heatwaves, are worse becoming and more and flooding as such events, weather Extreme

Protecting and improving nature and delivering biodiversity net-gain biodiversity delivering and nature improving and Protecting Resilience to climate change toclimate Resilience Supports a culture of quality and sustainability and quality of aculture Supports Page 6 of 23 6of Page V0.0 January 2020 www.homequalitymark.com 115302 BRE Global Limited © 2020 1.2.9. the website at www.homequalitymark.com website the to go or HQM team the contact homes, sustainable and If you want to provide high-quality sustainable. and quality high to be need built being homes the policies, ofthese To requirements the issues. meet environmental and social other tackling also while key policies, ofthese many to deliver approach atough with for housing demand the to meet policymakers help can HQM issue, for the bullet’ ‘silver no is there While it. to achieve best how on disagree but housing ofquality availability the ofincreasing goal overall the on agree parties political Towns. 2019 The Healthy NHS ofdifferent and manifestos Standard, Homes Future and guide Design National the Bill, Environment Strategy, the Growth Clean the include this to achieve place in ofpolicies Examples ofaffordability. issue the tackling also while met be must demand This issue. ofthe scale the into insight an gives this demand, predict accurately to difficult is it Although provided. to be needing homes new 340,000 and 240,000 ofbetween estimate an with compared year, each provided are homes of 159,000 average an by2022. extra England, amillion In half mid-2020sthe afurther and by ayear homes 300,000 to build pledged has government the as policy, national and for local issue aconstant is Housing demand for affordable housing.’ housing.’ affordable for demand ever-growing achieved the they being are focus on while meeting objectives quality and ‘HQM sustainability helps be sure that planners into reality. ambitions turn help these can which practice, into principles these puts HQM environment. in the built and quality sustainability to provide targets and ofpolicy alot is There

Puts policy and principles into practice into principles and policy Puts Page 7 of 23 7of Page to find a licensed HQM assessor. to alicensed find V0.0 January 2020 www.homequalitymark.com 115302 BRE Global Limited © 2020 2. Assessment during the construction stage to meet high standards and make improvements make improvements and standards high to meet stage construction the during 2. Assessment 1. process. ofatwo-stage part as effective most is assessment HQM The requirements. HQM the meeting towards design the to is steer there opportunity more the considered, is HQM that project abuilding in earlier The environment. local the and householder for the product possible best the to create aim and met, are criteria these well how to assess taken to be needs approach overall An section. categories’ ‘HQM the in further discussed are which criteria, social and environmental wellbeing, offinancial, range awide across standards assesses HQM 1.3. improve the design and planning for the project project for the planning and design the improve to opportunities any to identify and met being ofdesign standards high to recognise stage design the during Assessment

How are homes assessed? Page 8 of 23 8of Page process are diagram the set in out below. renovation. of basics assessment the The or surroundings and construction the of its home the itself, sustainability and assessesHQM quality the V0.0 January 2020 www.homequalitymark.com 115302 BRE Global Limited © 2020 www.greenbooklive.com at website the visit projects, certified and HQM assessors of licensed list For anup-to-date sure the new home’s assessment has been carried out in line with the requirements and quality standards of the scheme. ofthe standards quality and requirements the with line in out carried been has assessment home’s new the sure makes that procedure aquality-assurance following evidence and assessment the We audit manual. technical the in out set methods and criteria the using home of a new construction and specification design, the by us to evaluate licensed and trained andassessment independent criteria the scheme. ratings The underpin are awarded by assessors are who independent science-based evidence, The ofHQM. part afundamental is rating and assessment ofthe consistency and credibility The cost. possible lowest the at design the to influence opportunity most the is there when on, early made and identified are improvements that and reliable, is rating HQM the that sure makes process two-stage This Figure 1: example of an interim certificate awarded awarded certificate interim an of 1: example Figure during the HQM assessment process assessment HQM the during . Page 9 of 23 9of Page

certificate awarded certificate construction after Figure 2: example of the final final the of 2: example Figure V0.0 January 2020 www.homequalitymark.com 115302 BRE Global Limited © 2020 relation to all three indicators. in performance home’s the affect could that issues are there but standards, minimum the than more achieving is home the that means two or ofone A score awarded. are that points the on depending to five, one from scored are indicators The available. ofpoints have anumber ofwhich each of39 up issues, made are indicators The for householders. ofconcern areas reflect These ofindicators. aset is rating star ofthe part second The awarded. be cannot acertificate met, not are requirements these If meet. must homes all that requirements minimum are There sector. housing new-build ofthe needs to the tailored and byresearch guided is assessment the in used criteria and issues ofthe importance page). The next the on assessed?’ is ‘What (see standards technical HQM for the gets it ofpoints number the on based is gets ahome rating star The Figure 3: The scores given to each home certified by the HQM scheme scheme HQM by the certified home each to given scores 3: The Figure Page 10Page 23 of V0.0 January 2020 www.homequalitymark.com 115302 BRE Global Limited © 2020 To achieve HQM certification, homes must meet minimum requirements so that a consistent level of quality is met. met. is ofquality level aconsistent that so requirements minimum meet must homes To certification, HQM achieve well. perform homes the where awarded are points issue, each For issues. assessment into organised are sections These under three sections. are HQMThe assesses which scheme structured standards homes technical against 1.4. • • If you want more information: more information?Need see the technical manual for the full details, or go to the HQM website for case studies and examples and studies for case website HQM to the go or details, full for the manual technical the see below section’ ‘Categories the in assesses HQM that areas technical ofthe asummary is there

What is assessed? is What Figure 4: What we mean by quality relating to HQM to relating by quality wemean 4: What Figure Page 11Page 23 of V0.0 January 2020 www.homequalitymark.com

115302 BRE Global Limited © 2020 • • • • 1.4.1. • • • • • www.hoa.org.uk home build anew in problems to fix How introduction https://www.hbf.co.uk/policy/policy-and-wider-work-program/customer-satisfaction-survey/#tab- 2019 March published Federation, Builders Home Survey, Satisfaction Customer Home New National www.bregroup.com Mark Quality Home the with Mortgages and Finance Green Getting www.homequalitymark.com manual: Mark ONE technical Scotland England, Wales Quality Home to the document) www.breeam.com New Methodology for Generating Category Weightings BREEAM 07671 number Library, ofCommons House CBarton and –WWilson England’ in ofhousing Under-supply the ‘Tackling to HQM’ made being key changes ofthe summary www.homequalitymark.co changes ofproposed One: Summary HQM page) of the bottom the towards pack resource to the down scroll and Engagement’ ‘Sector under www.breeam.com Five Pack Resource Uncovered, Mark Quality Home The Guidance: Stakeholder CEEQUAL and Mark Quality Home BREEAM, 2016 June published Homes, Sustainable plans, business and income Landlord Social on efficiency ofenergy Voids:Touching impact the The

Sources of information of Sources (follow the link, clink on the downloads tab and open the document that is present) is that document the open and tab downloads the on clink link, the (follow (click on ‘Buying a new build home’ under the ‘For Buyers’ tab) Buyers’ ‘For the under home’ build anew ‘Buying on (click (from the home page, click on ‘Resources’ under the Discover tab, click on ‘Technical’, then scroll down down scroll then ‘Technical’, on click tab, Discover the under ‘Resources’ on click page, home the (from option the on click tab, Engage the under &Engagement’ ‘Consultation on click page, home the (from (search for ‘green finance’) for ‘green (search m (under the Get Involved tab, click on ‘HQM ONE Technical Consultation’ then ‘Overarching ‘Overarching then Consultation’ Technical ONE ‘HQM on click tab, Involved Get the m (under (click on ‘Resources’ under the ‘Discover’ tab and scroll down to ‘Technical Standards’) to ‘Technical down scroll and tab ‘Discover’ the under ‘Resources’ on (click

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115302 BRE Global Limited © 2020 2.1. 2. 1.3. Local Amenities Options Transport 1.2. Sustainable 1.1. Access Transport Public Technical assessed issues ofplace. sense and ofcommunity asense • Creates travel. for motorised need the • Reduces quality. air local improves and cleaner • Encourages Congestion. • Reduces footprint. carbon occupants’ in • Reduction Benefits driving. on dependent less people makes conveniences and for services to travel need the Reducing ofplace. sense improved an and growth community promoting also while money saves and time travel reduces This locally). shopping (for example, amenities local appropriate to support crucial is it improvement, real For effects. environmental and social economic, future and ofcurrent account takes that for travel critical is ofadevelopment stage design the at transport Considering quality. air improve and emissions carbon and congestion reduce can cycling) (for example, transport sustainable buses) and and trains (for example, transport Public travel. ofmotorised effects overall the reduce can oftransport forms sustainable and transport Public quality. air affect significantly which emissions, greenhouse-gas for 25% UK’s ofthe accounts Transport oflocation. choice the increase can oftravel ease the to buy, and choosing when consideration amajor be can location Ahome’s home. their with are they satisfied how affect can home their from to and travel can aperson easily How amenities.’ accessible travel provision the and sustainable, of‘Promoting local Categories

Transport and Movement and Transport Page 13Page 23 of V0.0 January 2020 www.homequalitymark.com 115302 BRE Global Limited © 2020 2.2. Maintenance and Management Term Long 2.4. Ecological Enhancement and Change Ecological 2.3. Ecology on Impacts Managing 2.2. Opportunities and Risks Ecological 2.1. Identifying Technical assessed issues for people. benefits health increases and levels stress • Reduces features. to ecological improvements ofand maintenance • Increases scale. national and regional alocal, on improvements ecological • Introduces biodiversity. and ofhabitats conservation • Increases site. ofthe value ecological the of understanding agood on based be must plan The term. long the in site the near or on features ecological the maintaining covers which plan to have amanagement need you schemes ofecological-management effectiveness To the maximise biodiversity. national and regional local, on benefits have major can ofasite value ecological the in improvement This areas. recreational based ecology- providing through be can This improved. be should community future to the brings afeature value ecological the unavoidable, is damage If damage. of avoiding ways to introduce easier is it time, takes and difficult is habitats lost replacing As possible. as much as improved be should value ecological and taken be should ofdamage amount the reduce to significantly actions possible, not is this If for housing. used be should for wildlife) a habitat provide not does or before on built been has that land as (such value ecological oflow land possible, Where site. the near and on environment natural the to understand important is it so environment, the on effect have asignificant can landscaping and Developments sustainability. in issue avital –is biodiversity and habitats preserving and –protecting Conservation Benefits improve value.’ ecological to protect and from construction risks ecological manage and ‘Identify

Outdoors Page 14Page 23 of V0.0 January 2020 www.homequalitymark.com 115302 BRE Global Limited © 2020 2.3. 3.3. Security Managing3.2. Rainfall Impacts 3.1. Risk Flood Technical assessed issues to crime. relating costs • Reduces safety. • Increases run-off. ofsurface control • More flooding. after quickly more back move can • Occupants to flooding. related ofrepairs costs the • Reduces Benefits wellbeing. and health occupants’ increasing also while to crime related costs for reducing vital is development ofa stage planning the throughout mind in security home having so for occupants, vital is surroundings your in safe Feeling downstream. offlooding risk the limit and areas surface byhard caused of‘run-off’ level the to control help can This (SuDS). systems’ drainage urban ‘sustainable using to towards move weneed that means rainfall, increased the with paired This, ground. the into soak not does rainwater that meaning ‘permeable’, less become areas land, to develop wecontinue As repairs. for expensive need the reduce and aflood after recovery up speed homes, entering ofwater risk the reduce can to flooding resilience adevelopment’s Increasing to flooding. prone land on built being homes to more led has for homes available ofland shortage The claims. in £350 million estimated an industry 2015/2016 the example, For insurance the consequences. cost have floods economic can flooding, as such weather, extreme of effects The change. ofclimate effects growing to the due severe and common more to become going is weather Extreme events home improving and security.’ to measures help‘Introducing to resilience increase weather extreme

Safety and Resilience and Safety Page 15Page 23 of V0.0 January 2020 www.homequalitymark.com 115302 BRE Global Limited © 2020 2.4. Sources Noise 4.3. Daylight 4.2. 4.1. Indoor Pollutants Technical assessed issues homes. proof’ to ‘future • Helps satisfaction. occupants’ • Increases health. mental • Improves risks. health associated and ofpollutants risk the reduce that designs • Encourages Benefits health. mental general and discomfort or ofcomfort levels raised productivity, reduced or increased patterns, sleeping improved or disturbed through state physical and mental aperson’s influence all can temperature and noise Levels ofdaylight, wellbeing. and health occupants’ on effect have anegative can which elements ofcertain effects the to limit built and designed be can homes and offactors, byanumber affected be can These important. very is of occupants wellbeing and health The spores. mould and VOCs including levels, pollutant high and stuffiness quality, air ofpoor issues tackle systems ventilation Controllable crucial. is want occupants ofventilation amount the and ventilation effective between abalance Striking home. the outside and inside produced ofpollutants combination acomplex is home the in quality Air content. pollutant low with furnishings and coatings materials, building bychoosing reduced be can released amount The building. ofanew years two first the during materials building from released commonly are They high. too get concentrations when effects environmental and health various have can and air surrounding the into evaporate that chemicals are formaldehyde and (VOCs) compounds organic Volatile regards to noise, quality.’ temperature, air and light ahome with levels comfort the within controlling and ‘Monitoring

Comfort 4.6. Ventilation4.6. Temperature4.5. Insulation Sound 4.4. Page 16Page 23 of V0.0 January 2020 www.homequalitymark.com 115302 BRE Global Limited © 2020 2.5. 5.3. Impact on Local Air Quality Air Local on Impact 5.3. Energy Decentralised 5.2. 5.1. Cost and Energy Technical assessed issues issues. health related and quality air poor • Reduces emissions. and costs energy • Reduces homes. in efficiency energy • Increases Benefits quality. air local on effect no or have little which appliances water-heating and ofheating use the promotes HQM areas. built-up in particularly quality, air local on effect have asignificant can to housing related processes other and systems heating from emissions oxide Nitrous quality. air poor with associated diseases and deaths ofearly number asignificant is There emissions. and costs energy reduce to significantly potential have the they ofadevelopment, stages construction and design during considered or properly introduced are they if and, growing continuously are technologies zero-carbon Low and for HQM. focus important an is possible, as efficiently as home their to run how on well-informed are tenants and homeowners that sure making and construction and design energy-efficient Encouraging emissions. to 13% for up greenhouse-gas total accounts UK’s of the homes in used energy The reduce costs and emissions while also improving local air quality’ air local improving also while reduce emissions and costs low and energy‘Increased efficiency help carbon technologies to can

Energy Page 17Page 23 of V0.0 January 2020 www.homequalitymark.com 115302 BRE Global Limited © 2020 2.6. 6.4 Durability 6.4 Cycle Life Costing 6.3. ofMaterials Impact Environmental 6.2. 6.1. Sourcing Responsible Technical assessed issues change. ofclimate effects to the durability • Increases • used. materials ofthe sustainability the • Increases ethically. are sourced materials the that confidence • Increases Benefits costs. running lowers which hard-wearing, is ahome that assurance provides change, of climate effects to the durability have acertain that materials using and work building before ofmaterials durability the Understanding environment. the on effect ofahome’s understanding improve and accurate more make LCAs help (EPD) can Declaration Product Environmental byan covered products Using cycle. life its over environment to the released pollutants the as well as used, materials raw and energy the by assessing activity or ofaproduct effects environmental the evaluate and to measure used is that atool is (LCA) assessment cycle Life sourcing. ofimproper risk the remove or to minimise taken have been steps that construction in involved those and consumers assure can responsibly materials building for sourcing scheme Acertification consequences. to track difficult is it where to regions extend sometimes can chain supply complete The issues. environmental and economic ofsocial, range awide in result can which process complex and along is materials building providing and Manufacturing Increases awareness of life cycle costing. costing. cycle oflife awareness Increases confidence levels ahome’s in durability.’ increasing while materials from construction impact environmental reduces responsible of materials ‘The overall the sourcing

Materials Page 18Page 23 of V0.0 January 2020 www.homequalitymark.com 115302 BRE Global Limited © 2020 2.7. Waste 7.3. Recyclable 7.2. Space and Access 7.1. Space Drying Technical assessed issues recycling. • Encourages wellbeing. and accessibility • Increases home. the in build-up moisture against • Protects clothes. drying with associated emissions and costs energy • Reduces Benefits targets. recycling on policies future meet UK the help and for occupants convenient more recycling makes space Such to landfill. goes that ofwaste amount the reduce can waste ofrecyclable for disposing space aconvenient Providing ofmould. risk the and condensation in to areduction due ofoccupants wellbeing overall the improve can This home. the in levels moisture for reducing vital is space drying Suitable users. and ofuses types for all accessible and adaptable to be need also spaces These needs. future and present occupants’ an to meet enough big is that space accessible and well-designed for aneed is There used. is ahome how in role abig plays to all accessible is that space effective and adequate ahome, Inside important everyday ease.’important with tasks ‘Supplying adequate out indoor space to to occupants carry allow

Space Page 19Page 23 of V0.0 January 2020 www.homequalitymark.com 115302 BRE Global Limited © 2020 2.8. 8.1 Water Efficiency Technical assessed issues efficiently. used are resources valuable that sure bymaking damage environmental • Reduces water). heating (through bills energy and bills water • Reduces Benefits rainwater. on) so and and machines washing showers, baths, (water from water grey to recycle and efficiently, water to use people encourage will regulations building that hoped is It homes. in ofpriority) order that (in systems water-recycling and fittings water-efficient byinstalling done be could This place. in measures water-efficient to put weneed for everyone, water enough is there make sure To and this combat to rise. going are costs 2050 2080, in and shortfall expected an and demand, increased With home. every in necessity Water abasic is to limit the unnecessary use of water within homes.’ of use water within unnecessary the to limit ‘Provision water of and water-efficient systems helps recycling fittings

Water Page 20 23 of Page V0.0 January 2020 www.homequalitymark.com 115302 BRE Global Limited © 2020 2.9. 9.3. and Completion Inspections 9.2. Commissioning and Testing 9.1. Preparation Project Technical assessed issues satisfaction. customer • Increases issues. ofperformance-related likelihood the reduces and work building ofthe quality the • Increases homes. ofnew quality the in confidence policymakers and regulators developers, consumers, • Gives performance. actual and performance designed between gap the to close • Helps Benefits in. moved has occupant an once noticed only are that issues any with to deal help can teams support Aftercare faults. any with to deal help and occupants reassure ofaccountability, aculture encourage can taken, measures quality of the record aclear with combined This, construction. after and during key at stages out carried inspections independent thorough, have and stage design the during plans well-thought-out to establish need teams project homes, To high-quality provide future. the in fixes for poor, temporary need the reducing problems, any to reveal help can ofabuilding structure Testing the delayed. be can projects met, not are standards quality these If ofahome. cycle life the throughout maintained are standards quality designed the that to make sure help can ofaproject key at stages commissioning and testing Rigorous project. abuilding throughout controls ofquality ‘thread’ acontinuous is there to make sure important is To it gap, this needs. close occupants’ to meet ability the also but use energy concerning mainly ofhomes, performance actual and performance designed the between gap awell-recognised is There ‘Introducing procedures that improve the overall quality of ahome’ procedures‘Introducing improve that overall the quality

Quality Assurance Quality Page 21Page 23 of V0.0 January 2020 www.homequalitymark.com 115302 BRE Global Limited © 2020 2.10. 10.4. Site Waste Management 10.4. Site Water Use 10.3. Construction Use Energy 10.2. Construction Practices 10.1. Construction Responsible Technical assessed issues ofresources use responsible the • Encourages costs. construction • Controls environment. the on has construction effect the • Manages ofconstruction. acceptability and reputation the • Improves Benefits environment. the on has work building effect the reduces produced ofwaste amount the Reducing wastewater. treating and of disposing with associated costs the to reduce and waste, unnecessary reduce to help managed be can use water Similarly, energy. less to use measures introduce and processes their in inefficiencies identify can developers site, the on used energy of type and amount the monitoring By emissions. total industry’s construction ofthe third for one accounts on-site Work performance. possible best the to achieve help can involved for everyone safety promote and environment the protect communities, respect appearance, sites’ their about to care developers Encouraging aproject. from performance possible best the to achieve help and construction from effects social and environmental the with for dealing important are practices These lives. people’s many on has construction that effects the limit can practices construction Responsible on-site.’ resource and practices use from construction impacts the ‘Managing

Construction Impacts Page 22 of 23 22 of Page V0.0 January 2020 www.homequalitymark.com 115302 BRE Global Limited © 2020 2.11. 11.4. Evaluation Occupancy Post 11.3. Homes Smart 11.2. Home Information 11.1. Aftercare Technical assessed issues standards. and tools policy, to guide • Helps ofhomes. performance future • Improves performance. actual and performance designed between gaps to identify • Helps home. oftheir most make the and to understand occupants • Allows developers. and customers between relationships • Improves satisfaction. occupant • Increases Benefits industry. the within ofinformation sharing for better and ofahome, out performance possible best the way ofgetting effective an as experts by recognised increasingly are in lived is ahome once evaluations so intended, as perform not do homes new Many it. from performance possible best the get and home their maintain and to manage how to understand for occupants is it important how recognises HQM homes. their control occupants to help market the on available devices digital recognises HQM technologies. digital on dependent more becoming are ofpeople number increasing an as popular, more ever becoming are homes Smart customer satisfaction on future projects. to improve feedback developers giving way while effective and efficient an in home their use occupants helps handover Awell-managed investment. financial biggest the also and for people, times stressful most ofthe one be can home Moving aim to generate customeraim satisfaction.’ in arise ‘HQM the looks to with close performance and gap the between design

Customer Experience Customer Page 23 of 23 23 of Page V0.0 January 2020 www.homequalitymark.com