Information

Resource

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FAQ

  • How much will developers be charged for this new scheme?
  • What criteria will developers have to meet?
  • Where do buyers stand with a potential delay in completion date?

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Helpful links:

NHOS

Citizens Advice

Shared Ownership Code

Information

Resource

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FAQ

  • I’m in the process of buying, how will this affect me?
  • How does this relate to the Building Safety Bill?
  • If I have a complaint with my builder, who should I contact?

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Helpful links:

NHOS

Citizens Advice

Shared Ownership Code

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 about your issue to see if you can get it sorted before requiring escalation.

Check that your developer is on the Register of Developers & that you reserved your home after the registration date.

If no – You are not covered by the code, but you should contact your developer in case you are protected by an alternative scheme.

If yes – You are covered and can ask the New Homes Ombudsman (NHOS) to investigate your complaint.

See if your developer is registered

Find out whether the developer you reserved your new home from is registered with the Code by using the search below. If they are not registered, then you may still be protected by an alternative Code.  Your developer will be able to tell you who they are and how to contact them.