Case category: Selling a new home
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Delayed Repairs, Leaks, Mould, and Damp
Delayed Repairs, Leaks, Mould, and Damp
Summary Relevant sections of the New Homes Quality Code Part 3: After-sales, complaints and the NHOS Investigation Outcome Partially upheld. The customer was awarded £6,158 in compensation. Recommendations for developers Investigate thoroughly and provide lasting solutions, not temporary fixes, for moisture, insulation, and drainage issues, ensuring timely remediation. Communicate transparently, honour commitments, and treat customers…
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Estate Agency Fees and Snagging Delays
Estate Agency Fees and Snagging Delays
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 Partially upheld. The customer was awarded a total of £12,028 in compensation Recommendations for developers Clarify incentive terms upfront. Provide clear written explanations…
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Garden Size Reduction
Garden Size Reduction
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 Upheld. The customer was awarded £750 in compensation. Recommendations for developers Ensure all property boundaries and features are correctly constructed and accurately reflected…
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Leak and Poor Workmanship
Leak and Poor Workmanship
Summary Relevant sections of the New Homes Quality Code Part 3: After-sales, complaints and the NHOS Investigation Outcome Partially upheld. The customer was awarded £2,690.83 in compensation. Recommendations for developers Strengthen after-sales processes to include clear communication, timely updates, and a consistent approach following major defects or damage. Ensure contractors are aware of the developer’s…
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Unexpected Metal Access Ramp
Unexpected Metal Access Ramp
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 upheld. Customer awarded £500. Recommendations for developers Make sure customers and sales advisers fully understand property plans. In this case, plans could…
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Snagging Issues and Incorrect Parking Installation
Snagging Issues and Incorrect Parking Installation
Summary Relevant sections of the New Homes Quality Code Part 3: After-sales, complaints and the NHOS Investigation Outcome Partially upheld. The customer was awarded £300 in compensation. Recommendations for developers Maintain a clear record of all customer interactions to track and resolve issues effectively. Before carrying out any work that affects a customer’s property, evidence…
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Shared Access Driveway Issue
Shared Access Driveway Issue
Summary Relevant sections of the New Homes Quality Code Part 3: After-sales, complaints and the NHOS Investigation Outcome Not upheld. Recommendations for developers Provide clear written explanations during the sales process about restrictive covenants, including who is responsible for enforcing them once the property is sold. Avoid making verbal commitments about post-completion enforcement. Instead, standardise…
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Progression of purchase
Progression of purchase
Summary Relevant sections of the New Homes Quality Code Part 3: After-sales, complaints and the NHOS Investigation Outcome Complain not upheld. Recommendations for developers Refine cost details and encourage buyers to seek independent financial advice. The developer could show evidence that accurate information was given to the customer before the reservation. Ensure all customer interactions…
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Design Changes, Snag Delays and Mould
Design Changes, Snag Delays and Mould
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 £2,900 compensation. Recommendations for developers Before being issued to customers, confirm that all marketing and sales materials reflect the latest approved property layout and specifications. Strengthen…
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Loose Patio Slab
Loose Patio Slab
Summary Relevant sections of the New Homes Quality Code Part 3: After-sales, complaints and the NHOS Investigation Outcome Complaint partially upheld. Developer to issue an apology to the customer for shortcomings during the investigation. Recommendations for developers Consider reviewing the cause of the customer’s complaint in person. In this case, the developer assessed the case…