About us
The New Homes Quality Board (NHQB) is an independent, not-for-profit organisation established to drive a fundamental shift in the quality of new homes and the level of customer service provided by developers across the UK.
Our core mission is to champion quality new homes and better consumer outcomes. We aim to ensure consistently high standards in the housebuilding industry, improve developer behaviour, and provide robust, free-to-access redress for homebuyers when standards are not met.
Our Framework and Work
The NHQB has developed and implemented a comprehensive framework built around two key pillars of consumer protection: the Code and the Ombudsman Service.
The New Homes Quality Code (NHQC)
The NHQC is a comprehensive, industry code of practice that consolidates and significantly improves existing protections. It covers all stages of the home-buying process, from sales and reservation through the build and inspection phases, and into aftercare and customer service.
The New Homes Ombudsman Service (NHOS)
We oversee the independent NHOS, which provides customers with a free, timely, and efficient redress mechanism. The NHOS adjudicates complaints against the NHQC, offering compensation and remedies when a developer fails to meet the required standards.
Our Key Operational Responsibilities
To enforce and fund this framework, the NHQB undertakes several critical activities:
- Maintain the Register of Developers of new build homes who have adopted the Code.
- Discipline and sanction poorly performing developers.
- Report and publish details on industry performance and quality.
- Provide ongoing support and information to both consumers and the industry.
- Collect an annual registration fee from developers to financially sustain the new arrangements, ensuring the NHOS remains free for consumers.
Shared Ownership Code
In recognition of our strong alignment in values and aims, the NHQB was appointed to take full responsibility for the Shared Ownership Code, which we operate through a dedicated subsidiary to standardize best practices and consumer protection for shared owners.
Our Impact and Future Direction
The introduction of the NHQB framework has created significant positive momentum, leading to a substantial improvement in the customer experience of buying and moving into a new home.
Current Achievements
By 2024, the framework had successfully expanded its reach, covering over 54% of new homes being built in England, Scotland, and Wales. This demonstrates the housebuilding industry’s growing recognition of the importance of the NHQB’s independent standards and consumer protection mechanisms.
Future Goals
Moving forward, our priority is to continue expanding protection for all new homebuyers. We are focused on: