New Homes Ombudsman (NHOS)

The New Homes industry has recently been given an ombudsman who can independently review complaints for free to mirror other industries such as financial services who have the Financial Ombudsman Service. Currently the ombudsman is not mandatory for all new homes builders however there is an expectation this will become the case in the future with the legislation having a clause to activate this. The majority of medium to large home builders are already voluntarily signed up to the NHOS which means if eligible you can refer your complaint to them.

The New Homes Ombudsman Service (NHOS) is an independent body designed to help resolve disputes between homebuyers and developers of new-build homes in England.

What is NHOS?

  • An independent, not-for-profit service created to hold developers accountable for the quality of new homes.

  • It oversees compliance with the New Homes Quality Code (NHQC), which sets standards for developers from the reservation of a property through to two years after legal completion.

  • It provides a formal way to seek redress when a developer fails to resolve a complaint regarding building defects, service issues, or sales conduct.

Is it free?

  • Yes. It is a free service for consumers to use. The operational costs are funded by the developers who are registered with the New Homes Quality Board.

Who can complain?

  • You must be the owner of a new-build home.

  • The developer must be a currently registered member of the New Homes Quality Board.

  • You must have reserved your home on or after the date the developer became subject to the NHOS jurisdiction.

What can NHOS award?

If a complaint is upheld, the Ombudsman can award:

  • Performance actions: Requiring the developer to fix defects, complete work, or provide a formal apology/explanation.

  • Financial compensation: Payments to reflect the distress, inconvenience, or financial loss caused by the developer's failure.

  • Combinations: A mix of both practical repairs and financial redress.

Complaint Timeline

  • Direct Resolution: You must first attempt to resolve the issue directly with your developer.

  • Wait Period: You can generally only escalate to the NHOS if:

    • You have received a "Final Closure Letter" from the developer.

      National Home Improvement Council

    • Or at least 56 days have passed since you first submitted your formal complaint to the developer and it remains unresolved.

  • Submission Deadline: You must submit your complaint to the NHOS within 12 months of receiving your Final Closure Letter from the developer.

Eligibility

  • Timeframe: The issue must have occurred within 2 years of your reservation date or legal completion date (whichever is later).

  • Breach: The complaint must relate to a potential breach of the New Homes Quality Code.

Jurisdiction

  • NHOS covers private residential new-builds where the developer is an active participant in the New Homes Quality Board scheme.

  • It does not cover warranty providers (e.g., NHBC insurance claims), which typically fall under the Financial Ombudsman Service or separate insurance dispute processes.

Evidence Required

  • Proof of your reservation and purchase (e.g., contracts, reservation agreements).

  • Evidence of your formal complaint to the developer (emails, letters)

  • The developer’s final response (or proof of the 56-day wait).

    National Home Improvement Council

  • Specific details of the issue (photos of defects, relevant dates, or records of communication).

  • Any supporting reports, such as snagging surveys or independent inspections.

Common Mistakes

  • Going to NHOS too early: Escalating before allowing the developer the required time (56 days) to address the issue.

  • Vague complaints: Failing to provide clear, dated evidence or specific details of what went wrong.

  • Wrong jurisdiction: Assuming the developer is registered with the NHQB when they might be operating under a different, older consumer code.

  • Emotional tone: Using overly aggressive or emotive language rather than focusing on the factual breach of the Code.

  • Missing deadlines: Waiting too long after receiving a final response to escalate the matter.