Case category: Legal documents, information, inspection and completion
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Brickwork Quality
Brickwork Quality
Summary Relevant sections of the New Homes Quality Code Part 2: Legal documents, information, inspection and completion Part 3: After-sales, complaints and the NHOS Investigation Outcome Complaint partially upheld. Customer awarded £1,500 compensation. Recommendations for developers Proactively communicate with customers, providing regular updates to foster trust and effectively manage expectations. Ensure staff are well-informed about…
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Faulty Heating System
Faulty Heating System
Summary Relevant sections of the New Homes Quality Code Part 1: Selling a new Home Part 2: Legal documents, information, inspection and completion Part 3: After-sales, complaints and the NHOS Investigation Outcome Complaint not upheld. Recommendations for developers It is important that customers receive clear and accurate information about their property. In this scenario, the…
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Visible Waste Pipes
Visible Waste Pipes
Summary Relevant sections of the New Homes Quality Code Part 3: After-sales, complaints and the NHOS Investigation Outcome Complaint partially upheld. Customer awarded £150 in recognition of the inconvenience caused. Recommendations for developers The standards, service, and finishing promised in sales materials should be fully deliverable and consistently met. Consider the customer’s frustrations with being…
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Kitchen Tile Quality Concern
Kitchen Tile Quality Concern
Summary Relevant sections of the New Homes Quality Code Part 1: Selling a new Home Part 3: After-sales, complaints and the NHOS Investigation Outcome Complaint not upheld. Recommendations for developers To help customers make informed choices, provide clear information about product characteristics and maintenance requirements during the selection process. Implement full after-sales support that includes…
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Missing Terms and Conditions, Snags and Flooding
Missing Terms and Conditions, Snags and Flooding
Summary Relevant sections of the New Homes Quality Code Part 1: Selling a new Home Part 3: After-sales, complaints and the NHOS Investigation Outcome Complaint partially upheld. Customer to be awarded £4,150 compensation. Recommendations for developers Add a mandatory checklist item confirming the customer has received and understood part exchange terms at the reservation stage.…
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High-Pressure Sales, Defect Delays and Inconsistent Communication
High-Pressure Sales, Defect Delays and Inconsistent Communication
Summary Relevant sections of the New Homes Quality Code Part 1: Selling a new Home Part 3: After-sales, complaints and the NHOS Investigation Outcome Complaint partially upheld. Customer awarded £3,500. Recommendations for developers Where remedial work is needed, set a realistic plan with the customer and keep them updated to manage expectations and minimise disruption.…
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Noise Complaint
Noise Complaint
Summary Relevant sections of the New Homes Quality Code Part 3: After-sales, complaints and the NHOS Investigation Outcome Complaint partially upheld. £100.00 was awarded to the customer for shortcomings in complaint handling. Recommendations for developers Providing a quality response to customer complaints can prevent escalation. In this case, the customer complained numerous times before it…
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Front Door Repair Timeline
Front Door Repair Timeline
Summary Relevant sections of the New Homes Quality Code Part 3: After-sales, complaints and the NHOS Investigation Outcome Complaint not upheld. Recommendations for developers It is important to respond in a timely manner and within the timescales laid out in the Code. Stay in contact with customers and provide updates on the planned resolution journey.…