What you need to know


Many an industry is governed and regulated by an Ombudsman who is the last facility of dispute resolution between a customer and their service provider. Until recently, the New Homes sector didn’t have an Ombudsman and it has left a generation of occupants and housebuilders vulnerable to problematic after sales interactions. This is now changing!

After Build are keeping closely appraised of the NEW HOMES OMBUDSMAN updates and will bring you the latest in legislative changes which will effect your business. Look at the progress that’s been made below.

We’re working with all our new and existing clients to make sure that their policies and procedures meet with the new requirements. If you’re a UK housebuilder of any size, then the NHQB Code and the New Homes Ombudsman will affect you. If you’d like any help with the business changes you need to make then get in touch here.



APRIL 2022

Leon Livermore (previously CEO at Chartered Trading Standards Institute) is appointed CEO of the NHQB.

Rob Brighouse (snr. independent director of Network Rail and founding Chair of East West Railway Co.) is to be appointed Chair of the NHQB, replacing Natalie Elphicke.

Also joining the board are Naomi Connell (joins as an experienced audit committee chair and CFO), Curtis Juman (board-level executive with significant professional financial experience gained at Ofcom) and Paul Price (chosen for his housing and local government background). 

The five individuals join the NHQB as it moves into full operation.


The New Homes Quality Code is published. This forms the basis for the standards and performance of the industry from 2022.


The New Homes Quality Board has announced that they have selected The Dispute Service to be the New Homes Ombudsman.

The competition for this important new office was fierce. The New Homes Ombudsman is an independent entity created to provide redress for purchasers of new build homes that present problems.

JUNE 2021

A consultation into the draft New Homes Quality Code has been published by the New Homes Quality Board (NHQB).

The Code will sit at the centre of the new arrangements being put in place by the NHQB that includes the appointment of an independent New Homes Ombudsman Service (NHOS).

The Code has been in development for some four years now and has had input from a broad range of stakeholders throughout. It takes into consideration other emerging policy including on leasehold and building safety, all of which the NHQB is committed to supporting.

The consultation will run for four weeks from June 9 to July 7

MAY 2020

The New Homes Quality Board is established, chaired by Natalie Elphicke MP.

Its aims are to take responsibility for the quality of new build homes and customer redress. The NHQB will oversee the creation and adoption of a comprehensive new industry code of practice, the New Homes Code (NHO).

It will also manage the appointment of a New Homes Ombudsman Service (NHOS) to adjudicate against the new code, with responsibility for overseeing the quality and the customer service provided by developers to buyers from the sales and marketing of new homes until the end of the first two-years of ownership.

Initially an interim board, with representatives from across the sector including consumer bodies, developers, providers of new home warranties, the lending industry, Homes England and independent members to tackle these issues.

The NHQB has now been constituted as a legal entity and the board members appointed in a permanent capacity.

JUNE 2019

In June 2019, the consultation: Redress for Purchasers of New Build Homes and the New Homes Ombudsman1 was published, which explored the detail of the proposed legislation and how a New Homes Ombudsman will be delivered.

There were 376 responses to the consultation. It was deemed appropriate that the scheme should be FREE to the consumer and paid for by the developer, with a statutory obligation that builder's of new homes must belong to the scheme.


The government announced a New Homes Ombudsman to support homebuyers facing problems with their newly built home.

The objective is to champion the rights of homebuyers and help ensure that when they buy a new home they get the quality of build they rightly expect. 

The New Homes Ombudsman will protect the interests of homebuyers and hold developers to account when things go wrong.



After Build is developing a series of short information videos to help
explain to housebuilders, the requirements of the
new Quality Code.



One of the biggest challenges developers face are SNAGS. The New Homes Quality Code deals with this in a very clear and concise manner. This will mean a significant review of procedure for many businesses. Make sure you're aware of the new requirements. Watch this short (2 mins) video.



A good After Care service is one of the requirements of the New Homes Quality Code. Managing DEFECTS is at the heart of what every new housebuilder must deliver. Make sure you're aware of the new requirements.
Watch this short (2 mins) video.



The certainty of a good handover is an outstanding
HOME DEMONSTRATION. It helps explain everything to the purchaser as well as demonstrate appliances - exactly what the New Homes Quality Code requires. Watch this short (2 mins) video.