Complaints soar to new-build ombudsman
Summary
The New Homes Ombudsman received a sharp increase in complaints over the past year, with cases rising from 593 to 1,802 and a higher proportion of decisions favouring homeowners. The report also shows increased compensation awards, more early resolutions, and ongoing concerns about defects ranging from finish issues to more serious structural and fire-safety failures.
Why it matters
For residential property surveyors, the findings highlight the scale and nature of defects emerging in new-build homes, including issues that may require inspection, reporting, or escalation. The report also underscores the importance of timely developer responses and the growing relevance of ombudsman-backed consumer protection in the new homes sector.
Key points
- Complaints to the New Homes Ombudsman tripled year on year.
- The share of decisions upheld in favour of homeowners increased to 82%.
- Compensation awarded rose significantly, while early resolutions also increased.
- Reported defects ranged from cosmetic finish issues to structural and fire-safety problems.
- The ombudsman says more developers have joined, but around a third of new homes remain outside the scheme.
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