The NHQB will introduce new industry code of practice and a new Homes Ombudsman Service (NHOS). The aims of the new arrangements are to plug gaps in existing protections, provide high quality homes and stronger consumer protections.
New Homes Ombudsman Service
The NHQB is working closely with the Ombudsman Association, the independent body that validates ombudsman schemes, on the process to appoint a NHOS, who will provide support for buyers in the event of a dispute.
New industry code of practice
The new Code will place more responsibility on developers to deliver quality homes and better outcomes for consumers. The Code’s principles-based approach will place considerably more demands on builders from the sales process through to two years from when buyers move into their new home.
It will require developers to have effective complaints procedures in place, with specified timelines within which they must address any issues that arise with a new home to the consumer’s satisfaction or be potentially subject to a referral to the NHOS. A consultation process on the Code is currently underway with stakeholders.
NHQB leadership
The New Homes Quality Board (NHQB) is a new, UK wide, independent body that will champion the quality of new build homes, the customer service provided by developers, and consumer redress for the buyers of new homes. It will comprise permanently appointed members and will be chaired by Natalie Elphicke MP OBE. Its members include representatives from consumer bodies, housebuilders, warranty providers, the finance sector and independents – with a constitution that ensures no one body is dominant.
The new arrangements will lead to a step-change in how new homes are built and sold and how customers are treated. The board is committed to driving new-build quality and strengthening protections for buyers.
I am delighted to support this new body which will champion good quality homes and give much-needed peace of mind for homebuyers with a strong regulator to help them if things go wrong.
