Massive rise in number of complaints about faulty new-builds
Summary
The New Homes Ombudsman Service has reported a sharp rise in formal complaints about new-build properties, with complaints more than tripling year on year and homeowners receiving a higher proportion of favourable decisions. Defects and snagging remain the dominant issues, including cases involving damp, mould, structural problems and fire safety-related defects, while the report also notes that a significant share of new homes still falls outside the scheme.
Why it matters
Residential property surveyors are likely to encounter more new-build defect, snagging and remedial works disputes, particularly where homeowners seek independent evidence or support in complaints. The findings also highlight ongoing risks around developer response times, complaint handling and the limits of voluntary redress coverage.
Key points
- Formal complaints to NHOS rose from 593 to 1,802 year on year.
- Homeowner-favourable decisions increased from 78% to 82%.
- Defects and snagging were the most common complaint themes.
- Cases included damp, mould, structural issues and fire safety-related defects.
- Over 65% of new homes sold are now covered, but around a third remain outside the scheme.
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