Buying a new-build should feel exciting – but what happens when something isn’t quite right?
With more new home buyers turning to the New Homes Ombudsman Service, it’s important to understand what protection you have, which consumer code applies to your home, and what steps to take if you need to make a complaint.
Start by speaking to your developer
Buying a brand-new home comes with plenty to look forward to, but like any property, issues can sometimes arise. The good news is that your housebuilder should have processes in place to help you if something doesn’t go to plan.
Before and after you move in, your developer should give you clear information about the build programme, potential delays, warranties, snagging procedures and how they deal with after-sales issues. This should also include details of their complaints process.
Your housebuilder is required to provide appropriate after-sales assistance, including a complaints process, for up to two years after legal completion of your new home.
This information may be provided by letter, brochure, leaflet or email, or it should be clearly available on your housebuilder’s website.
If you’re unhappy with the quality of your new home, the communication you’ve received or the service provided by your housebuilder, your first step should always be to contact the developer directly. Remember, complaints generally need to be raised within two years of legal completion.
Dealing with snags and defects
One of the benefits of buying a new-build is having a developer responsible for putting things right. As part of their after-sales service, your developer has a responsibility to address issues, including snags and defects, that arise during the first two years after completion.
In some cases, you may even be able to identify issues before you officially complete on your new home. If your housebuilder is registered with the New Homes Quality Board (NHQB), the New Homes Quality Code requires developers to give customers the opportunity to carry out a pre-completion inspection.
You can appoint a suitably qualified inspector to carry out this inspection, helping you identify potential problems before you move in. Any issues found can then be recorded on a snagging list for your developer to address.
If your housebuilder isn’t registered with the NHQB and doesn’t allow pre-completion snagging, it’s a good idea to arrange an inspection as soon as possible after moving in.
Many builders follow a 7-day rule, or ask buyers to report cosmetic snags within 7 to 14 days. Reporting issues quickly can make it easier to establish when and how they occurred, and who is responsible.
However, don’t assume that a problem is no longer your developer’s responsibility simply because you spotted it later. If a defect has been caused because the home wasn’t built in accordance with the required standards, your developer remains responsible for putting it right under the terms of your two-year builder warranty.
Extra protection with the New Homes Quality Code
The New Homes Quality Code was introduced to help improve standards across the new-build industry and give buyers greater support throughout the home-buying journey.
For registered builders and developers, the Code includes requirements around aftercare, snagging and complaints. This means customers should have access to a clear process for raising concerns, while developers should keep them informed and respond within a reasonable timeframe.
If you’ve followed your developer’s complaints process and you’re still unhappy with the way your complaint has been handled, you may be able to take your complaint to the New Homes Ombudsman Service (NHOS).
More developers are signing up – and more buyers are making complaints
The New Homes Quality Code continues to grow, with more developers joining the scheme and more new homes coming under its protection.
A recent report from the New Homes Ombudsman Service shows that the number of registered developers increased from 461 to 581 between 2024/25 and 2025/26. The Code now covers around half of new homes across England, Scotland and Wales.
As the number of registered developers has increased, so too has the number of complaints being referred to the New Homes Ombudsman Service. The report found that new complaints more than tripled over the past year.
Defects and snagging remain among the most common areas of concern, ranging from issues such as misaligned tiles and poor plastering through to more significant structural problems.
What if your housebuilder isn’t registered with the New Homes Quality Code?
If your developer isn’t registered with the New Homes Quality Board, there’s no need to panic. You may still have protection through the Consumer Code for Home Builders.
Signing up to the Consumer Code is a requirement for registration with the major new-home warranty providers, including the NHBC, LABC and Premier Guarantee. While many of the UK’s largest housebuilders have moved across to the New Homes Quality Code, registration with the NHQB remains voluntary across the industry.
If your housebuilder follows the Consumer Code for Home Builders, you’ll first need to raise your complaint through the developer’s own complaints process.
If you’re unhappy with their response, you can then contact your warranty provider. Depending on the nature of your complaint, the warranty provider may deal with it under the terms of your warranty or, if you believe the Consumer Code requirements have been breached, provide you with the information needed to make a claim through the Code’s free Independent Dispute Resolution Service (IDRS).
Not sure which consumer code applies to your home?
It’s easy to check. If you’re unsure which consumer code your housebuilder follows, ask the developer directly. You can also check their website, as housebuilders registered with the major warranty bodies should make the Consumer Code logo clearly visible.
You can also check whether your developer is registered with the New Homes Quality Board and whether your home is protected by the New Homes Quality Code. Simply visit the NHQB website and search for your housebuilder.
If their status is shown as ‘Active’, homes purchased on or after the developer’s registration date are protected by the Code and may have access to the New Homes Ombudsman Service.
If the status is ‘Pending’, the developer is still working towards Code compliance. In this situation, your home won’t yet be protected by the Code and you won’t be able to access the NHOS through that scheme.
If the status is ‘Deactivated’, the developer has withdrawn from the scheme. However, if you reserved your home between the developer’s registration start and end dates, you may still be covered by the Code from the date you reserved the property, for two years from your legal completion date.
Buying a new-build? Know your rights from the start
A new-build home should be an exciting new chapter, and understanding your rights can give you extra peace of mind. From carrying out a thorough snagging inspection to knowing where to turn if something goes wrong, a little preparation can make the process much easier.
Here at New Homes Place, we bring together new-build homes for sale from a wide range of housebuilders. Whether you’re looking at one of the UK’s larger nationwide developers or a smaller regional builder, you can start your search by exploring new homes in the areas where you’d like to live.
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Take a look at the latest new-build properties available through New Homes Place and start exploring your options today.
