Description
The New Homes Ombudsman, launched in October 2022, offers an impartial, structured process for resolving consumer complaints in the new build housing market, promoting early resolution, transparency, and improved industry standards.
Key Points:
- Structured, Independent Resolution Process
Operating under the New Homes Quality Board (NHQB), the Ombudsman handles complaints from reservation through two years post-completion, aiming for fairness through an investigative, non-technical approach. Developers are encouraged to resolve issues proactively to avoid escalation. - Customer-Centric and Transparent Procedures
Complaints are submitted online, followed by a sense check, developer involvement, and potential facilitated settlements. If unresolved, a draft decision is issued, with both parties given the chance to comment before finalization, ensuring transparency and customer satisfaction. - Emphasis on Early Engagement and Industry Reform
With around 45% of the private new homes market currently covered, the service expects expansion to 80%. Developers are granted 30 days to resolve snagging issues before escalation, and the Ombudsman helps bridge communication gaps between buyers, developers, and warranty providers.
Learning Objectives:
- Understand the purpose, structure, and jurisdiction of the New Homes Ombudsman scheme.
- Recognise the complaint resolution pathway from initial submission through draft decision and final outcome.
- Apply best practices for developers and consumers to navigate snagging and post-completion disputes efficiently.
