How am I protected?
When you buy from a developer that has adopted the New Homes Quality Code, you should expect them to meet its requirements for quality and customer service. If they fail to do so, you are protected by the New Homes Ombudsman Service.
How does the Code protect homebuyers?
You are eligible for protection by the New Homes Quality Code and New Homes Ombudsman if:
- Your developer is registered and active with the New Homes Quality Board and
- You reserved your new home on or after the date their registration became active.
The Code protects you from the date you reserved your home until two years after your completion date. During that time, you can expect your developer to meet the standards required by the Code. If they do not, and you are unable to resolve the problem directly, you have free access to the New Homes Ombudsman Service.
What does the Code cover?
The Code sets out the quality and customer service standards that Registered Developers must follow throughout the entire home-buying journey — from purchasing and moving in to settling into a new home.
These include:
Marketing
Marketing materials must be clear, fair, and complete. Developers must not use high-pressure selling techniques to encourage, or speed up, a purchase. Vulnerable customers must be supported to make informed decisions.
Reservation
Reservation agreements must comply with Code requirements. Details of future development phases must be shared. Developers must provide an affordability schedule of future costs associated with the home. Thet must include a major change process and make provision to protect deposits and other fees. Customers must be given a 14-day cooling-off period.
Completion
Developers must give customers, or their appointed suitably qualified inspector, the opportunity to undertake a pre-completion inspection of the new home. They must provide schedules of any incomplete and additional work in the home and on the wider development.
After-sales
Developers must provide a clear after-sales process for two years following completion. They should provide an accessible complaints process and commit to resolving snags or defects within 30 calendar days.
Useful Information
We are here to help new-build home buyers experience a quality new home and excellent customer service from their developer when buying, moving into, and settling into their new home.
We have created some handy guides to help customers with this journey.
Your guide to buying a new build home
From searching and preparing to buy, through reserving your home, moving in, and beyond. Our guide has the information you need.
A homeowner guide to snagging
Learn what snagging is, the difference between snags and defects, and how to get them put right.
New Homes Ombudsman case studies
Read about cases that have been resolved by the New Homes Ombudsman.
FAQ
Visit our FAQ section for answers to questions about the Code, Registered Developers, the New Homes Ombudsman Service, and more.