New Homes Ombudsman Service

The proposed New Homes Ombudsman would be an independent body responsible for helping customers resolve issues with their new homes, handling complaints and disputes between homebuyers and developers regarding the quality, construction, and management of new homes.

The remit of the New Homes Ombudsman Service covers the whole period from the Reservation and Legal Completion of a property through to after-sales and complaints management for issues during the first two years of a new home purchase.

The primary purpose of NHOS is to provide a free and independent service to customers, which can impartially assess and adjudicate on issues that have arisen that fall within the Ombudsman’s scope. This includes complaints around the Reservation, Legal Completion and complaints management processes, or issues or defects that have arisen at or after occupation and which are not major defects.

The New Homes Quality Board Glossary of the terms used in the Code and Guidance, published by The New Homes Quality Board in 2021, defines the New Homes Ombudsman Service (NHOS) as a service that: ‘…will investigate and resolve, determine or make recommendations in relation to Disputes and Complaints between the Customer of a New Home and the Developer where the Customer believes the Developer has failed to meet the requirements of the Code (New Homes Quality Code)’.

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