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New Homes Ombudsman: Protecting Buyers of New-Build Properties.
The UK government has launched a New Homes Ombudsman to improve standards and resolve disputes in the new-build housing sector.
Buying a new-build home should be exciting—but for many, it’s been marred by poor workmanship, delays, and unresolved complaints. In response, the government has introduced the New Homes Ombudsman Service (NHOS), part of a broader push to raise standards and protect consumer rights.
The Ombudsman is independent and free to use. It covers:
- Complaints about new-build homes purchased from registered developers.
- Issues such as structural defects, misleading marketing, and poor customer service.
- Disputes arising within two years of legal completion.
Developers must now comply with the New Homes Quality Code, which sets out clear rules for sales, aftercare, and complaint handling. The Ombudsman can:
- Investigate complaints and issue binding decisions.
- Require developers to pay compensation or carry out remedial work.
- Publish decisions to improve transparency and accountability.
Why It Matters: The scheme aims to restore trust in the new-build sector and ensure buyers have access to fair redress. It complements existing protections under consumer law and builds on lessons from past failures.
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