I need to complain to the New Homes Ombudsman Service. Am I covered?
Your home is covered by the New Homes Quality Code when:
- your developer’s name is on the New Homes Quality Board’s Register of Developers and is listed as ‘active’, and
- you reserved your home on or after their registration start date.
This means you can ask the New Homes Ombudsman Service (NHOS) to investigate your complaint at no cost to you.
Starting the process
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.
Check if your developer is registered
Enter your developer’s name below to see if their status is active on the Register of Developers.
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Making a complaint
Once you know that you are covered, you can begin the complaint process by raising your complaint to the Ombudsman.
FAQ
Visit our FAQ section for answers to questions about the Code, Registered Developers, the New Homes Ombudsman Service, and more.