A New Homes Quality Board (NHQB) has been launched to champion the quality of new build homes and consumer redress for buyers.
The independent body will oversee the development of a ‘new homes code’ for developers, as well as the appointment of the New Homes Ombudsman Service to support buyers in the event of a dispute.
It will oversee the consultation on, and introduction of, an industry code of practice that will place more responsibility on developers to deliver quality homes and improved consumer outcomes.
According to the NHQB, the new homes code will place “considerably more” demands on builders, from the sales process through to two years from when buyers move into their new home.
Developers will be required to have effective complaints procedures in place, with specified timelines within which they have to address any issues that arise with a new home to the consumer’s satisfaction, or potentially be subject to a referral to the ombudsman.
Natalie Elphicke, chair of the NHQB, said: “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.
“A new home is the most important purchase most of us make and it is essential that buyers have confidence in both the product and the processes in place to support them.
“I would like to thank the industry for its support as we have developed our plans and I firmly believe that ultimately the new arrangements will lead to significant benefits for both consumers and developers.”
Members of the board include Jackie Bennett, senior adviser, mortgages at UK Finance; Gillian Cooper, interim head of energy policy at Citizens Advice, and Jennie Daly, group operations director at Taylor Wimpey.
Robert Jenrick, housing secretary, commented: “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.”
NHQB’s launch comes after the housing secretary announced proposals in January for the ‘right to regenerate’, which would enable the public to convert vacant plots of land and derelict buildings into new homes or community spaces.
The creation of the ombudsman was confirmed by Jenrick in February 2020 to provide new build homebuyers with an independent way of challenging developers’ services or poor workmanship.
A 2015 customer satisfaction survey by the Home Builders Federation and the National House Building Council found that 93 per cent of buyers reported problems to their builders, with a third (35 per cent) reporting at least 11 problems.
chloe.cheung@ft.com
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