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If you have reserved or owned your new build home for less than two years

If your query relates to a problem with your new home or your developer, you should first contact the developer directly to raise a complaint.

Your developer is responsible for dealing with issues with your new home for two years. The two years are from the point you reserved your new home or from the point of legal completion (whichever is later).

If your complaint is not resolved

If you are not satisfied after completing the developer’s complaints process, you may be able to refer your complaint to the New Homes Ombudsman Service.

To be eligible:

• The developer must be listed as active on the NHQB Register of Developers, and
• You must have reserved your new home on or after the developer’s registration date.

Contact the New Homes Ombudsman Service

• Website: https://www.nhos.org.uk
• Telephone: 0330 808 4286

If your developer is not registered with the NHQB, or you reserved your home before their registration date, your home should be protected by a different consumer protection scheme. Your developer can confirm which scheme applies and provide contact details.

If you have owned your new build home for more than two years

If it has been more than two years since you took ownership of your new home, but less than ten years, you should contact your warranty provider about any issues with the home.

Your warranty provider can explain what is covered and how to make a claim.

Complaints about our service

If you would like to make a complaint about our service, please click here.