Information

Resource

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FAQ

  • Do developers have to pay the compensation that the Ombudsman may decide is due to the customer? 
  • Are the 56 days before a customer can make an Ombudsman complaint, working days or calendar days?
  • Are NHOS decisions final? 

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Helpful links:

New Homes Ombudsmans Service

Citizens Advice

Information

Resource

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FAQ

  • Are shared ownership homes covered by the New Homes Quality Code? 
  • How does the New Homes Quality Board relate to the Building Safety Bill?  
  • Is the NHQB independent? 

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Helpful links:

New Homes Ombudsmans Service

Citizens Advice

Before you apply

Before commencing your application to become a registered developer with the New Homes Quality Board, please watch this short video. It contains important guidance that will help you complete the application correctly.

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Complaints about NHQB 

NHQB Complaints Handling Procedure

If you contact the NHQB for any information, we hope to resolve your enquiry quickly and efficiently.  If for any reason you are dissatisfied with the service that we have provided, then you can log a complaint by sending an email with the details of the issue to: escalations@nhqb.org.uk.

All complaints will be reviewed by our team and if any more information is required, we will be in touch. We aim to resolve complaints within a maximum of 30 calendar days and we will keep you informed on the progress of your complaint as follows:

  1. We will send a written acknowledgement of your complaint within two working days.
  2. Within 10 days from receiving the complaint, we will write to you outlining how we will investigate the complaint and if any further information is required.
  3. No later than 30 days from receiving the complaint, we will write to you again to confirm the findings of the investigation and, where appropriate, what action has been taken.

If you remain dissatisfied with how we handled your complaint, you can send an appeal which will be reviewed by the Operations Director.  A full response to your concerns will be sent to you within 10 working days of the receipt of your appeal.

Need to make a complaint about your Developer?

First, contact your developer with details of the problem to see if it can be resolved directly between you, without going to the Ombudsman.

If you are not satisfied with your developer’s response, check that they have “active” status on the New Homes Quality Board’s Register of Developers and that you reserved your home on or after their listed registration start date.

If they are not on the Register, their status is not “active”, or if you reserved your home before their registration start date, your complaint is not eligible to be raised with the New Homes Ombudsman Service. Contact your developer to ask which alternative code protects you.

If they are listed, their status is active, and you reserved your home on or after their registration start date, you can ask the New Homes Ombudsman Service to investigate your complaint.

Am I covered